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:10/08/2022
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.
An installation appointment was scheduled for me on 10/7/2022 between 8am-10 , I never got a call or a text so I called customer service and reported this . I was told the installer was 20 minutes away sp I continued to wait for another two hours . I called again and was told the installer came and no one was home to let them in . I told the customer service person { I could not under stand her nam because she spoke bad broken english } That if they were not coming < I needed to get back to work because I had already lost 6 hours pay waiting on them / I also told CS that I checked the driveway cameras and the ring doorbell cameras and no one had been at my home. CS called me back and said the installer changed his story and said he didn't come but called and tested me with no reply from either, I told her he did not do either and I could screenshot all my calls to her to prove it, She said that was ok because she believed me. She rescheduled my appointment for the following day, Saturday 2-4, and again they did not call, text, or show up again. I called earthling again and talked to supervisor ***** or something like that, badly broken English, and told them they owed me ****** for loss of pay plus an installation fee of ***** that they made me pay in advance and she said no problem and hung up on me. Still no installation or internet
Business Response
Date: 10/12/2022
Date :- 10-12-2022
********************* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that they had an installation appointment scheduled for October 7, 2022. The consumer states that no tech showed up to install the service on this date. The consumer states that she then contacted EarthLink to complain about the same and she was offered a new installation date of October 8, 2022. The consumer states that on this day too no tech showed up to install the service. The consumer has mentioned her dissatisfaction in regards to the interaction done with EarthLink while trying to get her issue resolved. The consumer in her resolution would like EarthLink to get her services installed as soon as possible. The consumer has requested EarthLink for a compensation of $420, as she had to skip her work. She complained that she was charged for the installation fee in advance.
We apologize for the negative interaction that the consumer had with us. 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. 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 however it seems that the consumer was given a discount of $20 and so was only charged $59.95. This amount is paid to the technician to visit the consumers premises to install the services. That is the reason the consumers are charged in advance the installation fee.
As per the consumers issue, we had escalated it to our vendor back end team. The installation date was setup for October 12, 2022 between 2 pm to 4 pm. We had intimated the consumer via her contact email address twice. We contacted the consumer today to check the status of the installation. The consumer stated that due to serviceability issue she had already placed a request to get the account cancelled. So as per consumers request the account has been cancelled as of today October 12,2022. There would be no further billing on the account. The amount for $59.95 paid for the installation has been refunded back to the consumer. Please allow up to 3 business days for this refund to be seen the consumers bank statement. The confirmation number for this consumer's complaint is 201481555.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:10/06/2022
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.
We recently started with a streaming service and our internet (Frontier) was too slow. After doing some research, Earthlink appeared to have a faster speed. I contacted Earthlink on 9/20/22 and was told we needed to cancel our existing internet service so they could install our new service. Called Frontier to cancel service and then called Earthlink back to schedule installation. I was told 10/5/22 was the installation date! I explained that we already canceled our service, my husband works from home, and nobody told be it would be such a long time to get the new service installed. The installation fee is $79.95, which was taken out of our bank account on 3 different occasions, and I had to contact a supervisor at Earthlink to get that taken care of. Well, yesterday was our installation date window between 1:00-5:00 pm, but no technician showed up. I contacted Earthlink at 4:40 pm to ask where they were and was told they still have time in their window and to call back after 5:00 pm. Called after 5:00 pm and was told if the technician was running behind it could be as late as 8:00 pm and to call back then. Called at 8:00 pm and was told the installation department was closed and to call back this morning at 8:00 am. Called this morning at 8:00 am and was told we are rescheduled for 10/12/22, which is another week. Asked to speak with a supervisor because that is unacceptable to me. We were scheduled for yesterday, my husband took off work for our appointment yesterday, and we need our internet installed so that he can continue working from home. Supervisor informed me that our installation date was now 10/12/22 and they could expedite the date, but we should plan on installation on 10/12/22. This is absolutely unacceptable business practice to me and something needs to be done! I have researched Earthlink and they do not have very favorable comments on their website. I wish I would have researched more before signing up with them! Thank youBusiness Response
Date: 10/07/2022
10/07/2022
*********************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that her Frontier internet was slow and after some research EarthLink appeared to have a faster speed. The consumer contacted EarthLink on 09/20/2022 and was told to cancel the existing internet so that the new service could be installed. After cancelling the existing service the consumer contacted EarthLink to reschedule the installation and was told 10/05/2022 was the install date. The consumer states that her husband works from home and would be without internet for a long time. It is mentioned that the technician did not arrive resulting in rescheduling. It is mentioned that the installation fee of $79.95 was charged three different times and had to contact the supervisor to have that taken care of. The consumer has expressed dissatisfaction.
We apologize for the negative impact and any miscommunication that *** have happened. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. This type of service requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. Initial installation could not happen due to existing service at the location. We are sorry for any inconvenience that *** have been caused due to technical reasons and heavy workload. The account shows the order had to be resubmitted due to which the installation fee was charged at two different times. Both the charges have been refunded. The consumer has contacted EarthLink on 10/06/2022 and cancelled the subscription. The current status of the account is inactive and there will be no further billing. The confirmation number for this response is 201476886.
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. 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:10/05/2022
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 received my router to utilize Earthlink as 09/26/2022. Service began with issues, no connection, cutting out, and no service. I continue to call Earthlink tech support every day. I became so frustrated and upset. I decided to obtain different provider that is reliable. Which was installed 10/05/2022, I immediately contacted Earthlink to cancel my service and send me shipping label so I can return the router. I received a text stated that my service is being cancel and I would receive a final bill. I already paid for service that was nonexistence. Why would I occur any additional cost? After waiting couple of hours, I call back because I have not received the shipping label via email. *** the rep whom I spoke with stated she would escalate the ticket to have them send me out a label. At this point I do not believe any labels have been generated nor will be sent. I am requested to refunded unused service and well as router fee.Business Response
Date: 10/06/2022
Date:- 10-06-2022
********************* - BBB Consumer Complaint # ********
Wireless Home internet account Acct # ************
Acct status: Inactive
In the complaint the consumer states that she had signed up for Wireless home internet service on September 26, 2022. The consumer states that she had frequent connection issues and so later she called up and got her services cancelled. The consumer states that she received a notification from EarthLink that her services are cancelled and a final bill would be sent to her. The consumer states that she has already paid for the services which was not used. The consumer has complained that she had not received the return label. The consumer in her resolution would like EarthLink to send the return label and also requested a refund towards the unused services, as well as for router fee.
We sincerely apologize for the inconvenience caused to the consumer. We would like to assure all our consumers that EarthLink always strives for better customer experience. On reviewing the account we see that the consumer was signed up for Wireless Home Internet Service on September 26, 2022. The consumer was charged an activation fee of $79.95 at the time of signup. This amount of $79.95 is not for the router charges. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We are sorry to know that the consumer cancelled the service due to internet connection issues.
In order to bring this matter to close we have placed a refund of $128.10 towards the unused data. Please allow up to 3 business days for this refund amount to be seen on the consumers bank statement. We have also sent a return label to the consumer on October 5, 2022 via email to get our router back. The contact email on which the return label has been sent was **************** We would like to inform the consumer that incase if she does not return the router within 30 days after cancellation of the account, then she would be liable to pay $200. Incase if the consumer has not received the return label then we would advise her to contact the Wireless home internet team as soon as possible with a different contact email address on ************ (9am to 10 pm ET 7 days a week).The confirmation number for this response is SDP 395799.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Customer Answer
Date: 10/06/2022
Complaint: 18173932
I am rejecting this response because: I accept the refund; However I still have not received any emails with shipping label. I have received other vendor label shipping labels but not EarthLink
Sincerely,
*********************Business Response
Date: 10/06/2022
Date:- 10-06-2022
********************* - BBB Consumer Complaint # ********
Wireless Home internet account Acct # ************
Acct status: Inactive
In the rebuttal the consumer states that she has accepted the resolution towards the refund provided. However she has complaint stating that she has not received the return label as promised. The consumer is seeking a resolution in this regard.
We sincerely apologize for the inconvenience caused to the consumer. We contacted the consumer and she offered us another contact email address. We have accordingly provided this alternative email address to the concern department to resent the Return Label link to the customer on this email address. If the consumer does not get the return label then EarthLink will waive or refund the unreturned hardware fee. Alternatively, the consumer can send the router on her own and provide us with a tracking number to mark the return process as completed so that she does not get charged $200 for unreturned hardware. The consumer can contact EarthLink on ************ (9am to 10 pm ET 7 days a week) and provide us with the tracking number. The confirmation number for this response is SDP ******. The address to return the router is
EarthLink Consumer Returns C/o KGP Logistics
Attn: EarthLink Consumer Returns
500 B **********
***********, ** 66031.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Customer Answer
Date: 10/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have sent router back
UPS TRACKING #1ZEV90720330616390
Sincerely,
*********************Business Response
Date: 10/11/2022
Date:- 10-11-2022
********************* - BBB Consumer Complaint # ********
Wireless Home internet account Acct # ************
Acct status: Inactive
In the complaint the consumer states that she is satisfied with the resolution provided to her by EarthLink. The consumer states that she has sent the equipment back to EarthLink and so would like to confirm if EarthLink has received it. The consumer has mentioned the *** tracking number 1ZEV90720330616390 and is seeking a response from EarthLink in this regard.
We would like to thank the consumer for giving us a positive feedback stating that they are satisfied with the resolution provided by EarthLink. As per our record we have got a confirmation from the concerned department that they have checked the *** website and found that equipment would reach EarthLink by tomorrow October 12, 2022 by 7 pm. We have accordingly updated it in our system and assure the consumer that she would not be liable to pay the Non-Return Hardware fee of $200. In case if the consumer gets charged, we would refund this amount back to the consumer. The confirmation number for this response is SDP ******.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:10/04/2022
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 9/24/2022 I signed up for EarthLink internet and paid for instillation. I was given an original date of 9/29/2022 between 8am and 10am. At 10am I was added to a group text between myself, the installer, and an unknown phone number and was informed that the tech had arrived, when I went outside no one was there but the unknown number replied before I had a chance to and stated no one had ordered service. I called the tech and he said that because he had already left, he would not return. I called EarthLink customer service and after many conversations, I was rescheduled for 10/3/2022 between 10am and 12pm. Throughout the day of the 3rd no one showed up and I was informed by customer service that the tech was delayed but would arrive shortly over and over again. Finally by 7pm I was informed through text message that EarthLink never actually scheduled the tech because they booked too much work for the same day. I was then informed that my appointment had been rescheduled without my knowledge or consent to 10/6/2022 between 10am and 12pm. I have made every effort to accommodate their mistakes but they have made 0 effort to resolve this issue other than to keep pushing my service date back further and further. I am under contract and even though they have refunded my installation fee, I am afraid that I will be billed for services not rendered and I am afraid that EarthLink is unwilling to give me the service I signed up for because none of their customer service agents are capable of providing reasonable expectations and timeframes of when my service will happen. None of their representatives have ever called me back when they claim they will and I have to spend almost an hour on the phone just to get told no one knows what is going on. Other EarthLink customers are being put ahead of me in their service queue while I am being put back in the queue and not receiving any updates. I just want the service without having to take any more days off to waiting for them.Business Response
Date: 10/06/2022
10/06/2022
*******************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that on 09/24/2022 he signed up for EarthLink service and paid installation fees. The original install date given was 09/29/2022 between 8 am to 10 am. The consumer got a call from unknown number and informed that the tech has arrived but left the premises and did not return. After many calls it was rescheduled to 10/03/2022 between 10 am and 12 pm. The tech did not arrive and he was informed that the tech was delayed due to work load. It was then rescheduled without his knowledge to 10/06/2022 between 10am and 12 pm. The consumer states that the installation fee has been refunded but he *** be billed for the services not rendered and service agents are unwilling to give service he signed up for. The consumer wants the service installed without further delay.
On reviewing the account we see that the service is signed up for high speed HyperLink internet access. This type of service requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. We are sorry for any inconvenience that *** have been caused and the delay in installing the service due to technical reasons and heavy workload. EarthLink was closely monitoring this order. *********** has been successfully installed as of 10/06/2022. As customer appreciation the installation fee of $39.95 was refunded on 09/30/2022. The refund reflects in the credit card statement in up to 3 days. The up-time of the modem is 3H 52M 19S with two devices connected. We would like to assure all our consumers that EarthLink always strives for better customer experience. We look forward to providing the best Internet experience possible. The confirmation number for this response is 201469869.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/03/2022
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 opened an internet account with EarthLink on 5-1-22. To date Ive paid them $659.70. On May 1st I was promised a $100 gift card if I opened an account with EarthLink. I opened the account and referred my father too. To date neither I nor my father have received our gift cards that we were promised. I called EarthLink three times in September. Each time I was told to wait about three buisness days for an email link that never came. For the past Month our internet has been going in and out, I reported that all three times also and Im still having the same problem. My trust in EarthLink and its products and promises has been tarnished. I just want the service that I pay for and for EarthLink to honor their promises.Business Response
Date: 10/05/2022
Date:- 10-05-2022
************************* - BBB Consumer Complaint # ********
Wireless Home internet account Acct # ************ & ************
Acct status: Active
In the complaint the consumer states that she had signed for EarthLink services in the month of May 2022. The consumer states that she was promised a $100 gift card for signing up with EarthLink. The consumer states that she had also referred her father to sign up with EarthLink however they claim that they have not received the $100 gift card till date. The consumer stated that they had contacted in the month of September and were promised that an email with the $100 gift reward link would be send. The consumer states that they have not yet received the Gift Card. The consumer also states that her internet service is going in and out since last month. The consumer is seeking a resolution from EarthLink in this regard.
We sincerely apologize for the inconvenience caused to the consumer. On reviewing the account we see that the customer had signed up for Wireless home ******************** service in the month of May 2022. We do see that the consumer contacted us in the month of September inquiring about the Gift card. As per our records the consumer was sent the $100 Gift card reward link from EarthLink. We did call the customer on October 5, ********************************************************* regards to the Gift card. The consumer stated that she does not have internet to check the email and so we arranged a call back with a technical team. We have got a confirmation from the technical team the consumers internet issue has been resolved.
We had made another call back to the consumer and on call we requested the consumer to send her fathers account information, so that we could check our records and accordingly send him the link. We received a reply from the consumer with her fathers account information in it and then we escalated this issue to our concerned department.We would like to inform the consumer that we would be resending the $100 gift card link to both their contact email addresses ********************** and *********************** Please allow up to 72 business hours to resend the link to the consumer. Incase if the consumer still complains that she has not received the link, we would then advise them to please contact on ************. As a courtesy in regards to connection issue we have placed a credit of $20 which would be adjusted on the coming billing cycle of the consumer. The confirmation number for this response is SDP 394500.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthLink.net/tcs/Initial Complaint
Date:09/28/2022
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.
once we signed up for the service, the speed was less than 50 mbs, we were told that all we can get in our area, tried to cancel the contract and was met with delay, like scheduling a tech (took 2 round of technician visits over, the last one explained the speed is from office not the field) we took vacation came back still trying to disconnect, we were told the speed update takes 2 days at one point, no changes for 2 weeks, finally we had to call again speak to retention who started the speed update and finally took 2 days, we have faster internet not when tested, but it is not steady we still like to leave this contract and have fees waived, too much lies whether its speed provided in our area, time takes to update speed, charges on bill, promises to call us back, noise and white noise while on phone with agent, just horrible customer service overall dont ever sign up with them all notes available in your system on this claimBusiness Response
Date: 10/03/2022
10/03/2022
Mo Sabha-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that the internet speed was less than 50 MBPS. The consumer tried to cancel the contract and there was a delay in scheduling a tech. The speed was upgraded but the internet is still not steady. The consumer would like to leave the contract and have the fees waived. The consumer has expressed dissatisfaction.
We apologize for the negative impact the consumer may have experienced. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. 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. The issue was escalated to our level 3 technical support. The speed was upgraded from 50 MBPS to 300 MBPS on 06/28/2022. As customer appreciation the consumer was given a credit/refund of $25 for five months from May 2022 to September 2022. The consumer has contacted EarthLink and cancelled the account as of 09/29/2022. We are sorry that the consumer cancelled the service. *********** is under a term commitment of one year. As per the policy, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. In an effort to resolve this issue we have waived the Early Termination Fee of $200. The account is closed with zero balance. Please allow **** days for the lines to release. The current status of the account is inactive as of 09/29/2022 and there will be no further billing. The confirmation number for this response is 201453638.
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:09/27/2022
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.
Hello, I had EarthLink an internet company, basically the only hi speed internet company available in my area, install internet access at ****************************************************************************** (Account Number: *********. I did not receive ANY special promotion, paid the regular subscription price. Due to unforeseen circumstances, I had to retire and am now moving 4-5 months after moving in. Where I am moving, Earthlink does not provide coverage, so I need to cancel my contract. They are telling me I need to pay a $200 cancellation fee. I understand if I did a special promotion or if the ***************** allowed more competitionbut neither happened. In my opinion this is a monopoly scam. Pls help. Thxs BillBusiness Response
Date: 09/28/2022
Date:- 09-28-2022
******************************* BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states he had signed up for EarthLink ***************** and wanted to cancel the service. The consumer states, the reason for cancellation was that due to unforeseen circumstances, he had to retire and had to move to a different location. The consumer states that he tried to move his service to the new location however EarthLink services were not available. The consumer states that he has been informed by EarthLink that he has to pay the cancellation fee of $200. The consumer in the resolution does not want to pay the cancellation fee of $200.
We sincerely apologize for the inconvenience caused to the consumer. On reviewing the account we see that the service was signed up for high speed HyperLink internet service. According to our records the consumers ***************** was under a one year term commitment. As per the policy, if an account is cancelled within first year of service at any given location the consumer is liable to pay an Early Termination Fee of up to $200. The Early Termination Fee is levied on the location where the service is installed. So when a consumer cancels the service at that location then the consumer is liable to pay the Early Termination Fee. Therefore the consumer was liable to pay the Early Termination fee as he had requested to cancel the service within the term period.
However in order to bring this matter to close, as a special consideration we have waived the Early Termination Fee of $200. The account is inactivated today September 28, 2022 and it may take 7 to 10 days for the line to release. The confirmation number for this response is *********.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthLink.net/tcs/Initial Complaint
Date:09/19/2022
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 the Internet Service Provider I use to supply internet to my current residence. My plan with them is 15 Mbps download, 1 Mbps upload, unlimited data, for aprox. $64.03/month, which started when I payed the instalation fee of $79.95 on the 26th of July 2022. What I have recieved from them has in actuality been less than this (referencing download and upload speeds), and includes complete loss of internet for multiple hours since being serviced by them. I have attempted to settle this with their support, which has resulted in multiple lengthy phone calls that have usually ended with the Earthlink support person hanging up on me with no resolution. When I had my internet installed, the technician, representing Earthlink but working under ******** Communications, had mentioned that the distance from my home to where the internet comes from is so far that my service should be what is called bonded, which he explained to mean that my internet should take up an additional spot on the network card so that I can recieve the advertised speeds without dropping internet. However, Earthlink has overfilled the 2 cards that are in the box, meaning that the problem the technician mentioned has arose. I brought this to Earthlinks attention, to which another technician was sent out, who again explained that my service needs to be bonded, and Earthlink has/had since been made aware of both the issue, and its solution, which is to install an additional network card, and bond my service. Eartlink acknowldged this by stating they would "fix the issue", as well as reimburse me for the time they have not provided adequate service. Since then I have not only been charged for 2 months of service, but also been told by a tier 3 representitive for Earthlink that I would need to pay out of pocket to resolve the issue. There has been no resolution, and no additional attempts made other than continuing to send technicians who repeat the same thing to me.Business Response
Date: 09/22/2022
09/22/2022
***********************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that the plan is 15 MBPS download and 1 MBPS upload. It is stated that the speed is actually less and includes complete loss of internet for multiple hours. It is stated that the calls with technical support say that the distance from home to central office is far and the service needs network card and bonding the service. The consumer has requested to resolve the technical issue and is seeking a reimbursement for the time the service was not provided.
On reviewing the account we see that the service is signed up for high speed HyperLink internet access. The consumer is provisioned for best effort 12Mbps Download and 750kb - 1Mb of Upload speed. We sincerely apologize for the technical issues as stated by the consumer. The consumer may experience technical difficulties due to the nature of the internet service. There are several factors affecting the speed and quality of the internet service. 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. We have escalated this matter to our higher level technical team. A tech dispatch is scheduled for 09/30/2022 **** PM to **** PM. Our field technicians will be working to resolve this issue. If the technician is available at an earlier date then they will contact the consumer. We request the consumer to be available and give access. Based on the situation we are applying a credit of one month charge in the amount of $64.03. This charge would be adjusted in the invoice dated 10/04/2022. The confirmation number for this response is 201423752.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 09/22/2022
Complaint: 18048154
I am rejecting this response because:
A: The amount they are attempting to refund does not correspond with amount owed considering loss of service for the two (2) months I have had internet, an amount equal or greater than 128$ USDB: They did not agree to repair my internet without charging me out of pocket.
I am looking for 2 things to close this case, a refund for the amount totaling the amount I have been charged since initial install, and for a new card to be installed and my internet bonded, as per the suggestion of the 2 technicians sent out by Earthlink, completely free of charge to myself
Sincerely,
***********************************Business Response
Date: 09/23/2022
09/23/2022
***********************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The customer states that she is rejecting the response because the amount of refund does not correspond to the amount owed considering the loss of service for two months. It is stated that it is not agreed to repair her internet without charging her out of her pocket.
We would like to apologize for any inconvenience caused to the consumer. In the previous response it was stated that the technical issue has been escalated to higher level support and a tech dispatch is scheduled for 09/30/2022 **** PM to **** PM. EarthLink makes all reasonable efforts to resolve the technical problems of its consumers. EarthLink provides free technical support to its consumers but will have no liability for any third party product, services or information. The consumer has been provided a credit of $64.03 which would be adjusted in the invoice dated 10/04/2022. As customer appreciation we are processing a refund of one month charge of $64.03 that was applied on 09/04/2022. The refund will reflect in the credit card statement in up to 3 days. A total adjustment of two months charge has been made. The confirmation number for this response is 201434988.
We would like to thank the consumer for their cooperation. We continue to be committed to provide all of our consumers with the highest standards of service in the industry.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:09/19/2022
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 two weeks ago about canceling the service earthlink provided me due to laggy service and extra charges and fees that I was unaware of. And I called today and spoke with 2 people 3 different times because they kept hanging up on me. They want to charge me 200 even though I told them I was canceling the service 2 weeks ago. I havent used their service since the call 2 weeks ago. My wife was treated very badly by the installer and the customer service was herendous. I will never be a customer for ********************** ever again. This company shouldn't even be in business with this type of customer service and ********************.Business Response
Date: 09/20/2022
Date:- 09-20-2022
*************************** BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that due to slow internet connection issue he had called up two weeks ago, to get their services cancelled. The consumer has mentioned his dissatisfaction towards EarthLink as he was hung up on and also his issue still remain unresolved. The consumer states that he was informed that he would be charged a cancellation fee of $200,despite of cancelling the services two weeks back. The consumer is seeking a resolution from EarthLink in this regard.
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 our research, the consumer had recently placed a request to move the services at a new location. The consumers new ***************** was under a one year term commitment. On request placed by the consumer the account was cancelled as of 09/19/22. As per the policy ,if an account is cancelled within first year of service at any given location the consumer is liable to pay an Early Termination Fee of up to $200. Therefore the consumer was charged the Early Termination Fee of $200.
However in order to bring this matter to close, as a special consideration we have placed a refund towards the Early Termination Fee of $200. The account is inactive and there would be no further billing on the account. It may take 7 to 10 days for the line to release. The total refund that has been placed is for $216.50. Please allow up to 3 business days for this refund transaction to complete. The confirmation number for this response is *********.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthLink.net/tcs/Initial Complaint
Date:09/19/2022
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 century link to start internet and customer services agent signed me up for ********************** and ********************** keeps changing installation date. I have already taken several days off for install so I can get internet at home so I can work from home. I almost lost my job because still no internet. I dont understand how EarthLink got steep when I called century linkBusiness Response
Date: 09/20/2022
09/20/2022
*****************************-BBB 18043875
EarthLink Acct # ********
Acct status: Active
The consumer states that she called CenturyLink to start the internet service but the agent signed up for EarthLink. It is stated that EarthLink keeps changing the installation date. The consumer states that she has taken several days off for installation and get internet so she can work from home. The consumer is seeking a resolution.
On reviewing the account we see that the service is signed up online for high speed HyperLink internet access through our Business partner. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. *********** is provided by EarthLink through CenturyLink. Due to technical reasons the installation had to be rescheduled. Our support team tried to contact the consumer but the calls went to voicemail. It is currently rescheduled to 10/05/2022 0800-1700. Our team will be closely monitoring this installation so that is is completed. We are sorry for the inconvenience caused to the consumer. The initial charge of $39.95 for installation of the service has been refunded to the consumer on 09/14/2022. The refund will reflect in the credit card statement in up to 3 days. The confirmation number for this response is 201422352.
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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