Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 602 total complaints in the last 3 years.
- 256 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
At the end of august I called EarthLink to cancel my services as I received deployment orders. I was told upon completion of that call my account was closed and fees were waived. On September 28th I was charged ****** for internet. I tried to log in to my EarthLink account but as it was cancelled it no longer existed. On the 23rd of Oct I finally got in touch with a representative over the phone who said the previous person who assisted me in august failed to properly close my account and that she would do it . At the end of the call she informed me everything was fixed and stated I would be refunded the amount of ****** back to my payment method which I confirmed to her. I was refunded *****. Ive tried being patient but clearly this company isnt proficient .
Business Response
Date: 10/25/2022
10/25/2022
*************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that at the end of August he called EarthLink to cancel the service as he received deployment orders. It is stated that he was told that the account was closed and the fees waived. On 09/28/2022 he was charged $110.72. He tried to login but the account was cancelled as it no longer existed. The consumer contacted EarthLink and was told by the representative that the account was not closed properly. It is further stated that he was told he would be refunded $110.72 but received only $10.77. The consumer is seeking a refund.
We would like to apologize to the consumer for any confusion or misunderstandings related to the account cancellation. On reviewing the account we see that the consumer had contacted EarthLink on 08/27/2022 to cancel the service due to deployment orders. As requested the account was closed as of 08/27/2022. Because of the deployment orders the Early termination Fees of $175 with tax in the total amount of $189.45 was waived. The invoice charge of $110.72 dated 08/27/2022 was rejected. The billing process is automated and the outstanding balance wad automatically charged to the card on file on 09/27/2022. This charge has been refunded as $10.77 and $99.95 on 10/24/2022 and 10/25/2022 respectively. The total refund is $110.72. The refund will reflect in the credit card statement in up to three days. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our services. The current status of the account is inactive as of 08/27/2022 and there will be no further billing. The confirmation number for this response is 201524607.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up for internet service that was promised unlimited data each month, I confirmed 3 times on the call because I knew it was too good to be true. I get the router and setup the account and notice it said 50GB, called and they said the plan was not unlimited. On top of that, the device has never worked, never been activated, never used. I called 2 weeks ago to cancel and the lady convinced me to give them more time while they fix an outage in the area. All of that was a ploy to keep me on past the 1 month ***** I called back to cancel Saturday only to be told I could not get a refund because its been more than a month but he was going to talk to a manager and call back. I never got a call back so I called today to check for an update. I was finally able to get a refund for the 2 months I paid for service that I have not been able to use. All that I need now is the refund for the $79.95 for the router and we are set. Terrible experience but I trust they can make it right by issuing the last part of the refund.Business Response
Date: 10/25/2022
Date: - 10-25-2022
*********************** BBB # ********
EarthLink Acct # ************
Acct status: InactiveIn the complaint the consumer states that at the time of signup he was informed that the Wireless home internet service was an unlimited data plan. The consumer states that after the service was setup, he noticed that the service was not an unlimited plan but a 50 GB limited plan. The consumer states that the service never worked or used and so he therefore got the service cancelled. The consumer states that he was promised a refund for two months internet service. The consumer in the resolution has requested a refund of $79.95, which he claims that he was charged for the router.
We apologize for the inconvenience caused to the consumer. In order to bring this matter to close as courtesy, we have promised to refund the $79.95. This refund would be applied to the consumers bank account once the router is received by EarthLink. After the consumer sends the router back, he has to contact us after week to confirm the acknowledgement. We would then accordingly refund the $79.95 back to the consumers bank account. We have sent a shipping label to the consumer and which the consumer would receive within seven days. The consumer has to return the router within 30 days from today. If the consumer fails to return the router,the consumer would be charged a non-return item fee of $200 which does not include taxes. The confirmation number for this response is SDP 407139.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had internet service with EarthLink. My service has been interrupted since June. I asked for the service to be canceled but they never canceled and have been charging me $75 since June without service. I asked for a refund or credit but was denied. The representative told me it wasnt recorded that I said for them to cancel.Business Response
Date: 10/25/2022
10/25/2022
***************************-BBB # ********
EarthLink acct # ********
Account status: Inactive
The consumer states that the internet service has been interrupted since June and she asked to cancel the service. It is stated that the account was not cancelled and is being charged $75 without service. The consumer is seeking a refund.
We are sorry for any misunderstanding that *** have happened. On reviewing the account we see that the service was active for high speed HyperLink internet access and web domain. On 06/24/2022 the consumer had contacted EarthLink for a technical issue. A tech dispatch was scheduled. The consumer could not be reached so a voice message was left. The account was active and therefore billed. EarthLink does not track usage and there is no way of knowing that the service was not used. There is no documented cancellation request. The consumer contacted EarthLink on 10/24/2022 and as requested the account was closed. The charge of $75.70 invoiced on 10/23/2022 was rejected and there is an outstanding balance. As a courtesy we are waiving the balance of $75.70. The current status of the account is closed and there will be no further billing. The confirmation number for this response is 201523078.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called EarthLink on September 8th to disconnect services and to spoke to the service representative and I was assured that services would be disconnected and I would not be billed after I paid the September bill. 12 days ago I received a text message stating that payment had been declined for October. EarthLink was and is still billing me for services that are no longer required.I am filing charges with the better business bureau and the courts for illegal billing practices.Business Response
Date: 10/24/2022
Date: - 10-24-2022
************************* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that they had contacted EarthLink on September 8, 2022 to cancel her services. The consumer states that she was assured, that the services would be cancelled and there would be no further billing on the account. The consumer states that she had paid her last bill for September, however she claims that she is still getting billed for the services. The consumer would like EarthLink to look in to this matter.We apologize for all the inconvenience caused to the consumer. The account has been cancelled as of October 13, 2022. The last bill for October billing cycle for $79.44 had got rejected by the consumers payment card. So therefore there was an outstanding balance for $79.44 on the account. In order to bring this matter to close as a courtesy we have waived the outstanding balance of $79.44. The account is inactive with zero balance and there would be no further billing on the account. The confirmation number for this response is 201519335.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:10/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Earthlink has been auto-deducting $58.90 from my bank account since 10/21. I do not have Earthlink, nor did I sign a contract with them, receive any of their equipment, installation or service. I contacted them, and they referred me to my bank, since they were notating that it was fraudulent. My bank is refunding me the past 60 day, which is $117.80, leaving a balance owed by Earthlink of $647.90, plus a $25.00 rush charge for my new ATM card, which was cancelled due to their fraudulent activity. I re-contacted Earthink, stating that they owed me $672.90. They stated that they were, "not in the business of issuing refunds", and re-referred me back to my bank, and will not issue a refund for the money they stole from my account..Business Response
Date: 10/18/2022
Date:- 10-18-2022
*********************** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that EarthLink has been auto-deducting $58.90 from her bank account since October 2021. The consumer states that she has not signed up with EarthLink. The consumer states that she has not signed up for a contract nor have received any equipment. The consumer states that her bank is only refunding her past 60 days disputed amount. The consumer in her resolution has requested the remaining amount to be refunded plus $25 which she had incurred to get a new ATM card.
On reviewing the account we see that the service was set up as of October 21,2021. There is a possibility that the account was set up fraudulently. Since the consumer is unaware of how this account was originated, it points to a larger issue beyond EarthLinks control. In the event of fraudulent accounts EarthLink is a victim as well as the consumer. EarthLink is unable to accept liability for any fraud claims and so therefore decline any refund in this matter. Any restitution must be sought from the banking or credit institution.
Because there appears to have been an attempted identity theft/misuse of bank card,there are some steps we suggest that the consumer should consider taking.
1.The consumer has the right to place a fraud alert on her credit reports. A fraud alert tells creditors to contact her before they open any new account or change an existing account. To do this, the consumer can contact any one of the consumer reporting companies mentioned below. If the consumer contacts any one of them, the one the consumer contact is required to contact the other two, to place an alert on their files as well.
Experian (TRW)
PO Box 2002
*****,**. 75013
(800)311-4768www.experian.com <http://www.experian.com>
Equifax Options
PO Box 105873
*******,**. 30348
(800)685-1111www.equifax.com <http://www.equifax.com>
TransUnion Corp
PO Box 1000
Chester,*********
(800)916-8800www.transunion.com <http://www.transunion.com>
2.Identify theft is a crime. The consumer has to file a report with their local police or the police in the community where the crime took place. Then she needs to get a copy of the police report, which they may need to help protect her rights.
3.The consumer could visit the ************************ website on identity theft: http://www.consumer.gov, it contains much information and refers the consumer with resources that could be helpful in dealing with their situation.
4.If the consumer needs more information about the information used to open the EarthLink account in question, the consumer needs to provide us with a written request for that information, and include a copy of the identity theft report and a copy of her government issued photo identification; such as a drivers license. These are necessary to ensure we do not unknowingly provide their personal information to a person improperly attempting to get personal information about her from us.
Lastly as per our records we do see that the consumer had contacted EarthLink on September 30, 2022 complaining about these fraudulent charges. Upon knowing this we immediately inactivated the account and waived the Early Termination fee which was levied on the account. There would be no further billing on the account. We would request the consumer to follow the above steps in order to resolve this issue. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation number for this consumer's complaint is 201504710.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered October 7, an internet service for my home. I was told the installation was on the 13th they rescheduled for the 14th. Both appointments were no show. I have called so many times about my issue and constantly disconnected. I called today they said the soonest EarthLink could install to get here is the 24th, nine days after the second missed appointment. I have been on hold for 2 tier escalations to speak with the third tier, but the call got disconnected. Earth Link can not communicate with installation. They make promises they can't keep. When a technician sends back a ticket, no fault of the customer, they push nine days more because they say this week is booked, when we were booked for two days last week. If you want to spend hours upon hours on the phone for the internet, that never comes to losing two days' wages. Their window of time is 8-5. This company has the worst customer service have ever experienced!!!Business Response
Date: 10/18/2022
10/18/2022
***************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that the service was ordered on 10/07/2022 and the installation was scheduled for 10/13/2022 and rescheduled for 10/14/2022. Both the appointments were no show. The consumer states that he contacted many times. The consumer has now been given a date of 10/24/2022. The consumer has expressed dissatisfaction.
On reviewing the account we see that the service is signed up for high speed HyperLink internet access. HyperLink service requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. As per the case notes the technician was assigned the job but it was late due to heavy work load and since it was dark by that time it had to be rescheduled. It is currently rescheduled to 10/24/2022 0800-1700. Our team will be closely monitoring this installation so that it is completed. We are sorry for the inconvenience caused to the consumer. The installation fee is $99.95. The consumer was given a credit of $60. As customer appreciation we are refunding the charge of $41.95 including tax that was applied as installation fee. The refund will reflect in the credit card statement in up to three days. Monthly billing will begin once the installation is completed. The confirmation number for this response is 201505087.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
***************************************;
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 10/19/2022
So the Texh gets order late no fault of my own. I was told if that happened would be scheduled next business day. Ten days after no call no show and the appointment is rescheduled? Ten days after missed appointment rescheduled this is the problem with monopolies.They decided to wait ten days this is unacceptable. I ordered on the the 7th. I was told Earthlink is brightspeed this is why even there own executives hands are tied. I was told I can not contact bright speed. I was told on Oct 3 Earthlink was sold to bright speed and they handle install but I have no account with bright speed.
Ten days after Earthlink missed an appointment after making complaint for two missed appointment which is an 8 hour window. Refund of $40 my time is worth way more than this. 16 hours staying at home for Earthlink. I will take another day off and miss wages for Earthlink. I hope I am first appointment ten days passed missed appointed time this is the best the company can do?
Business Response
Date: 10/19/2022
10/19/2022
***************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that the tech gets the order late for not his fault. He was told that it would be scheduled the next business day but it was ten days after missed appointment. It is mentioned that he was told EarthLink is Brightspeed. It is further stated that his time is worth more than the refund of $40. The consumer hopes that he is the first appointment after ten days of missed appointment.
We would like to apologize for the negative impact and would like to assure all our consumers that EarthLink always strives for better customer experience. We are sorry for any misunderstanding that *** have happened and the delay in installing the service. In the previous response it was stated that the installation had to be rescheduled due to heavy work load and next day being week end it could not be done. The soonest available date was 10/24/2022. Brightspeed is the vendor that will cater to installation in some of the States. The total installation fee was $99.95. The consumer was given a credit of $60. The remaining charge of $41.95 including tax has been refunded. The order will be monitored closely to complete the installation. EarthLink takes feedback's like this positively and would imply it positively to help improve our services. The confirmation number for this response is 201508957.
Please accept our apologies for any inconvenience that *** have been caused to the consumer.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10-15-2022 My internet was fine, then it wasn't. I called the tech support number to try to troubleshoot. I was on hold for over an hour, then when someone answered they said they couldn't do anything, need a tech but the system was down and to call back in 4 hrs. Strange but ok. 4 hrs later I call again. Again an hour waiting, then to be told they couldn't help I need an appt would I please hold. And immediately got disconnected. So I call again again an hour hold, then again I need a tech, can I please hold. As I'm holding it cuts off and connects me to a survey. So I do the survey. Then get disconnected. Again. So I call back. They're now closed. So I ghetto online and see they have an sms support hat. So I text them. After a 45 minute very nonproductive interaction I'm told to call the support number. The support number that's closed. I started my attempt to reach out to resolve the issue at 2 pm on a Saturday. I not only literally wasted half of my day on this and got nowhere but feel I wasn't treated with basic decency. My phone, my computer, my cable, literally nothing works in this house without Wi-Fi. I understand things happen and technology messes up but wasting half of my entire day being dismissed by a company I pay $200 a month to for a service I rely on and am not getting , doesnt not set right with me. I feel every person I talked to was dismissive and zero help. I literally had to go to ******* and open a new phone line so I could come home and call EarthLink to try to fix my internet bc ATT doesn't work at my house, only to get hung up on. Three times. And basically just waste another hour via text message with EarthLink. And still no further ahead than I was at 2 o'clock this afternoon.Business Response
Date: 10/18/2022
Date : 10-18-2022
************************* - BBB # ********
EarthLink **************************************: ActiveIn the complaint the consumer states that since October 15, 2022 she was facing internet connection issue. The consumer has mentioned that she has contacted EarthLink multiple times and her connection issue is still not resolved. The consumer has therefore mentioned her dissatisfaction towards EarthLink in this regard. The consumer is seeking a resolution from EarthLink.
We apologize for the negative interaction that the consumer had with us. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services. As per the consumers issue we had escalated this issue to our Tier3 tech. In turn our Tier3 technician has arranged a tech visit through our vendor team. We have received a confirmation from the vendor team that the consumers issue has been resolved. As a courtesy we have placed a credit for $50 which would be adjusted towards the consumers next billing cycle on November 3rd 2022. The confirmation number for this is 201504207.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
EarthLink is our internet provider. Our router has been turning itself off and on and internet keeps going down. We have called at least 4 times and have asked for a new router every time. They refused to send a new router and claimed they "provision the lines". On the 5th time they scheduled a day and time they would send a tech out on Saturday to "check the lines". The time frame passed so we called them to see if they were coming. EarthLink said someone would be out. We called back again almost 2 hours later when there was still no tech. EarthLink said they would be out the next day on Sunday. Again no tech came as was told there would be. About 4 weeks passed as we had bad internet the whole time. Then the router went out again. We called 24 hour support and was told that "tech people aren't answering the phone and to call back tomorrow". We called back 30 minutes later and talked to someone who supposedly got in contact with tech people. Then the phone was disconnected and haven't heard anything back. We are without internet and EarthLink is not attempting to correct anything.Business Response
Date: 10/18/2022
10/18/2022
***************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that the router is turning off by itself and internet keeps going down. It is stated that they have called at least 4 times and have asked for a new router and it was refused claiming they provision the lines. The consumer states that they had technical issues and tech dispatches were scheduled but the tech did not come. The consumer wants a new router and internet to work without problems. The consumer is seeking a refund of the September 2022 charge.
On reviewing the account we see that the service is signed up for high speed HyperLink internet access. We would like to inform that EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors like infrastructure, internal wiring etc., some of which are beyond EarthLink's control. As this was a technical issue it was escalated to the highest level technical support. A repair ticket was created for 10/17/2022 between 8-5 pm. Our level 3 support tried to call the consumer to confirm resolution. Someone answered but hung up twice. The consumer can contact our level 3 support directly on ************ followed by the pin **** for the month of October and **** for the month of November 2022. As customer appreciation we have refunded one month charge in the total amount of $89.53. The refund will reflect in the credit card statement in up to 3 days. The confirmation number for this response is 201501749.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid $79.95 for a month of WiFi and to set up service with EarthLink internet. On 10/10/2022 EarthLink sent an AT&T technician to set up my service. I then had a **** sales person reach out to me and offer me service for $30 less. So I called EarthLink to cancel. While I did not expect to receive a full refund the customer service rep I spoke to told me she would not refund any of the almost $80. I only had service for about 5 days and EarthLink is still charging me the full amount of $79.95. I don't believe that this is at all right and would like to file a complaint as I don't feel this company is correct in doing what they did.Business Response
Date: 10/13/2022
Date: - 10-13-2022
*************************** BBB 18203833
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that she had paid $79.95 for a month of ************** The consumer states that her services were installed on October 10, 2022. The consumer later decided to cancel EarthLink services as she was getting the same service from AT&T for $30 less then what she would be paying to EarthLink. The consumer states that upon contacting EarthLink to cancel the service she was denied the refund towards the $79.95 payment which she had paid to EarthLink. The consumer states that she had used the service only for 5 days and so would like to be refunded the rest amount. The consumer in seeking a resolution from EarthLink in this regard.
We apologize for all the inconvenience caused to the consumer. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The initial charge of $79.95 is the installation fee which is paid to the installer to install the service at the consumers location. This amount is not for the monthly internet bill. The internet bill is charged only after the installation is completed. If the consumer cancels before the installation then the money paid to EarthLink is fully refunded. If the consumer cancels the service after the installation and before the remorse period ends then the consumer is refunded all funds except the installation fee. Therefore the consumer is not eligible for a refund of the installation fee of $79.95 as the cancellation request was received after the service was installed.
However, in an effort to resolve this issue we will make an exception to standard policy and place a refund of $79.95 towards the installation fee. We do see that the consumer has been charged the monthly fee of $83.90 as the installation was completed. This amount too has been refunded back to the consumer. The consumer would see these two refunds processed on her bank account. Please allow up to 3 business days for the refund process to complete. The current status of the account is inactive as of October 13, 2022 and it may take 7 to 10 days for the line to release. The confirmation number for this response is 201491724.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:10/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Monday October 3rd- wifi was not working- contacted Earthlink with no resolution. Spoke with someone who was obviously foreign and spoke poor English. Internet finally began working again the next day. Internet went out again on Monday october 10 @ 230 pm. I know this because this is when our security cameras went offline. I called and the representative told me that a technician would come out on wednesday between ****. No one would be home, i told her numerous times that this time slot would not work, she offered no solution. Just kept repeating the same time slot. I then tried the online chat on Tuesday to once again let them know the internet was not working. When I asked for my bill to be adjusted accordingly due to not being able to use my service, the rep simply disconnected the line. I then had to call the 800 number once again. I have a tech coming out on Thursday which will cause me to miss work. This is our 3rd modem/router. The tech was just at our residence 2 months ago and replaced the router again. Nothing at all has been resolved.Business Response
Date: 10/14/2022
10/14/2022
*********************-BBB ID ********
********************** Acct # ********
Acct status: Active
The consumer states that on 10/03/2022 the internet was not working. She contacted EarthLink but there was no resolution. Internet started working but went off again and she called back. The representative said the technician would visit on Wednesday between **** but the consumer stated that no one would be home at that time. It is mentioned that the technician would be coming on Thursday which will cause her to miss work. The consumer is seeking an adjustment and wants to finish the job.
On reviewing the account we see that the service is set up for high speed HyperLink internet access. We are sorry for the difficulties the consumer may have experienced with the connection. EarthLink makes all reasonable efforts to provide high quality service with award winning support but the complex nature of the internet service depends on various factors like infrastructure, wiring etc. some of which are beyond EarthLinks control. As this was a technical issue it was escalated to the higher level support. As per their notes we have been informed that the tech team repaired the aerial cables and the internet is up and running with 6 devices connected. As customer appreciation we have applied a credit of $30 that would be adjusted in the next invoice. The bill cycle date is 10th of every month. The current status of the account is active. The confirmation number for this response is 201488251.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs
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