Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 606 total complaints in the last 3 years.
- 253 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:08/08/2022
Type:Status:ResolvedMore 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.
Complaint: 17689262
I am rejecting this response because: As I stated before,I won't be home August 17. With that in mind, at 2:30p today August 15,2022 , I went to the Earthlink text asking if my installation technician would be on his way. They told me he would be coming on 8/17/22. I explained what had transpired so far as to the new date of installation (today, 8/15/22). They confirmed today WAS installation date and to be patient. It's now 4:35p and unless he shows within 20 minutes, today is being marked as failed installation date #3. Id given *********** the benefit of the doubt. Trying to be a good person. But this is completely unacceptable. I'm embarrassed, missing appointments AND work, for Earthlink to straight out LIE again!. This isn't fair at all and I demand that someone steps in and fixes this issue.
Sincerely,
***********************plained that there was no earlier dates available. I asked that considering the fact that I've waited so long, why can't they squeeze me in somewhere? Mind you on July 26,22 I PAID Earthlink ***** for this installation service. One lady offered me half off of my first month services. That would be great except, I DONT HAVE THE SERVICE INSTALLED YET! They are giving me the run around and refuse to install this service. I'd like my money back, a public apology AND Earthlink PAY for my services reinstalled by CENTURYLINK!
Business Response
Date: 08/10/2022
08/10/2022
***********************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that she signed up with EarthLink on 07/26/2022 and install date was scheduled for 08/01/2022. No one showed up so she contacted EarthLink and was told that they first needed to disconnect with CenturyLink which she did and the new install date given was 08/04/2022. Again no one showed up and when she contacted she was told that the house could not be located and another representative stated that the service she signed up for could not be offered. The consumer states that she was told she would be contacted back and the next install date was 08/17/2022. The consumer states that she has a surgery on that day and no one would be at home. The consumer states that she was offered 50% off on first bill but the service is not installed yet. The consumer is seeking a resolution.
We would like to apologize for any inconvenience that *** have been caused to the consumer while dealing with this issue. On reviewing the account we see that the consumer was signed up for high speed HyperLink internet access with 10 MBPS. We would like to inform the consumer 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 some of which are beyond the scope of EarthLink. EarthLink services are location specific. After we are provided with the correct address we run a serviceability check that helps us understand if a customer is eligible for the service. Based on that we are able to provide a more specific information. We found that the area is serviceable for 3 MBPS. We contacted the consumer and as agreed we have requested installation of the service of 3 MBPS. Since the consumer is not available on 08/17/2022 due to a surgery we have made arrangements to install the service on 08/15/2022 between ****am to 5.00pm. As customer appreciation 50% refund of installation fee in the amount of $50 has been processed on the account. Please allow up to 3 days for the refund to reflect in the credit card statement. Regular billing would begin once the service is installed. The confirmation number for this response is 201287155.
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/Business Response
Date: 08/23/2022
08/23/2022
***********************-BBB # ********
EarthLink Acct # ********
Acct status: Active
In the rebuttal the consumer states that the install date given was 08/17/2022 but she will not be at home. On 08/15/2022 she contacted EarthLink to check if the installation technician is on the way. The consumer was informed that the technician would be coming on 08/17/2022. The consumer states that this is 3rd failed installation. It is further mentioned that this is unacceptable and wants someone to fix the issue.
We would like to apologize for the negative impact and would like to assure all our customers that EarthLink always strives for better customer experience. We are sorry for any misunderstanding that *** have happened and the delay in installing the service due to technical reasons. EarthLink was closely monitoring this order. *********** has been successfully installed as of 08/23/2022. We look forward to providing the best Internet experience possible. The confirmation number for this response is 201311473.
Please accept our sincere apology for any and all inconvenience this has caused.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/24/2022
Complaint: 17689262
I am rejecting this response because: the service hasn't run right and there's only one item on the internet. Speed is painstakingly slow. Also, the very date of 8/23/22, Earthlink took money out of my bank account. I'm not happy with the shotty internet and when we tried to do a troubleshooting with tech support, they repeatedly hung up on us. I cant be the only one getting crappy service.
Sincerely,
***********************Customer Answer
Date: 08/30/2022
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.
Sincerely,
***********************Business Response
Date: 08/29/2022
08/29/2022
***********************-BBB Rebuttal 17689262
EarthLink Acct # ********
Acct status: Active
The consumer states that the service has not run right and there is only one device on the ********************. The speed is very slow. It is also stated that the account was charged on 08/23/2022. The consumer has expressed dissatisfaction with the connection and the tech support repeatedly hung up.
We apologize for any inconvenience caused. We want to help resolve any issues the consumer is experiencing. This issue was escalated to our technical support team. We have been informed that the connection is up and there is currently no trouble with the service. They have suggested that the consumer reboot the modem as they are experiencing slow connection. Our technical team has been trying to contact the consumer but they reached voicemail. The consumer can contact our level 3 support team directly on ************ followed by the pin number **** for the month of August and **** for the month of September 2022. *********** was installed on 08/23/2022. To start the service the consumer must pay the first month invoice in advance. The consumer was given a credit of $36.50 on the first invoice and the effective charge was $27.31. The current status of the account is active and the bill cycle date is 23rd of every month. The confirmation number for this response is 201355552.
We apologize for any inconvenience that *** have been caused to the consumer while dealing with this issue.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:08/05/2022
Type:Status:ResolvedMore 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.
Complaint: 17679491
I am rejecting this response because: I never signed up for a Hyperlink account!! I moved to my current address in June 2018. Since that time I have had an account with a different internet provider and have used them exclusively since I have moved in. Earthlink must provide proof of the Hyperlink order with a valid signature that shows I enrolled for that service and the date enrolled. I expect total reimbursement of all charges since July 2020 and any associated bank fees.
Sincerely,
*************************e that has been canceled. I have asked Earthlink to reimburse my account for the charges but each time I am transferred back and forth from **************** to Sales and back. I have spent over 4 hours today alone being passed around with no one taking responsibility for the problem. **************** acknowledges the account has been closed but does not understand why they are still billing me. I just got off the phone with customer service who asks me to call back tomorrow. I have notified my bank and they will no longer process any ACH requests from Earthlink.Business Response
Date: 08/08/2022
Date: - 08- 08-2022
************************* BBB # ********
EarthLink Acct # ******* & ********
Acct status: Inactive
In the complaint the consumer states that he had cancelled his EarthLink account in the month of July, 2020 despite of that he is still getting charged on his Bank account. The consumer has mentioned his difficulties in getting this issue resolved by phone, however the issue still remains unresolved. The consumer in his resolution is seeking a refund towards all the charges from the date he had cancelled the account.
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. As per our records the consumer initially had an email service before signing up for ****************** The consumer had two accounts at two different addresses. The email service was setup at **************************************************************. with EarthLink account number ******* and the second account for ***************** was setup at ********************************************* *****.with EarthLink account number ********. As per the consumers cancellation request, the Hyperlink account was inactivated on July 19, 2022, however the old Email account was still active. Therefore the consumer was still getting charged on the old account. There could be a possibility of miscommunication while the consumer was trying to get the account cancelled. The new address was different from the old address on the old account. Also the phone number given on the old account does not have the recent phone number which was on the Hyperlink account. Therefore the old account might have been kept active as there could be a possibility that the old account details were not provided at the time of cancellation.
We are sorry to know that the consumer had felt the need to cancel the Email services. As per consumers request we have inactivated the old account number *******. The last **** charged to the consumer was on July 15, 2022 for $8.95. The account would be cancelled as of end of billing cycle .i.e. August 13, 2022 and there would be no further billing. As per EarthLink policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. However in order to bring this matter to close and as a courtesy we are refunding a total amount of $66.65 that is the charges for this financial year till July 15, 2022. Please allow up to 20 days for this refund to reflect on the consumers bank account. The confirmation number for this response is *********. Both accounts are inactive and there would be on further billing on the account.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Business Response
Date: 08/15/2022
Date: - 08- 15-2022
************************* BBB Rebuttal # 17679491
EarthLink Acct # ********
Acct status: Inactive
In the rebuttal the consumer has rejected the last response stating that they had never signed up for a Hyperlink account. The consumer states that they had moved to their current address in the month of June 2018. The consumer states that since then they were using internet service of some other ISP. The consumer states that he would like to have a proof of signup and also requested a total reimbursement of all the charges. The consumer is seeking a resolution from EarthLink in this regard.
On reviewing the account we see that the consumer had signed up for high speed HyperLink internet service on July 9, 2020 at the address ******************************************** 92802. We would like to inform the consumer that he was charged an installation fee on that day for $79.95. After the installation was completed the consumer was charged $57.44 as a monthly fee on July 17, 2022. These are the only two charges that the consumer was billed for. However the account was cancelled on July 19, 2020 as the service did not work. Accordingly we refunded both these charges to the consumer. So there was a complete refund of all the charges that was given back to the consumer.Both the refunds of $79.95 and $57.44 was placed on July 19, 2022. After that there were no other Hyperlink charges on the account since the account was cancelled on July 19, 2020.
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 SDP 365276.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/18/2022
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.
Sincerely,
*************************Initial Complaint
Date:08/04/2022
Type:Status:ResolvedMore 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.
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 been refunded the desired amount.
Sincerely,
Alyze ******* done that. We were supposed to receive a refund once they got the equipment back and scanned it into their "warehouse." However, Earthlink sent us a text this morning saying they never received the equipment and were charging us for not sending it back. I called to resolve the matter, and they conveniently couldn't locate our account. Strange, considering they had our card information and were able to charge us. We are furious and want our money back. This fraudulent company has been terrible to deal with and impossible to get in contact with whenever we have issues.Business Response
Date: 08/05/2022
08/05/2022
Alyze *******-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she purchased wireless home internet service. The consumer did not get the desired speed and cancelled the service within the trial month. It is stated that she was supposed to get the return label to send back the equipment and receive a refund of $162.52. The return label did not arrive in 30 days and notified EarthLink to get an extension. Later they received the label by email and sent back the device. The consumer states that they received a text that the equipment was not received and would be charged for not sending the equipment back. The consumer is seeking a refund.
We are sorry for any miscommunication that *** have happened. We would like to assure all our consumers that EarthLink always strives for better customer experience. There are several factors affecting the speed and quality of the internet service some of which are beyond the control of EarthLink. We apologize that the consumer cancelled the service due to speed issue. The return labels are sent via postal service and *** get delayed for a while depending on the area. As per the records a refund of $162.52 has been processed. Please allow 7 days for the refund process to complete. The confirmation number for this response is SDP 359198.
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:08/04/2022
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 5/52022 I was searching for a new internet provider in my area that can offer better speeds then whet I currently had. I came across earthlink and when I called the rep who assisted me and after him researching the current provider, he told me that I would receive great service with earthlink. The price was a little high but it's understandable if the quality of service was provided. He said that I would receive faster speeds and he quoted I would get not good service but excellent. After paying my first month and an activation fee, I patiently waited for my equipment. Once the equipment arrived, I connected it and was not getting any connectivity. I rebooted and moved the router to different locations of the house with no positive result. I called to cancel the service withing a week or two of having it. The looked into the modem and made some configurations also offered me a discount for the next month. I accepted the discount and agreed to give it another try. Unfortunately, after a few days it was determined the service was not working for me. again, I called to cancel services and made arraignments to have equipment sent back. Equipment was packaged and sent back accordingly. 8/4/2022 received a message that equipment was not received, and my card was charged. This unexpected charge sent my bank account into negative status thus resulting in fees. The frustration started when I called and was on hold for 45 min and then the line was disconnected. Called once again and was on hold for 1.5 hours before speaking with someone. It was confirmed that my modem was received, and it will take a week or so to process. So, I was charged for equipment that was returned when in fact it was and resulted in negative balance in my bank account. To get service call was answered within 5 min to resolve an issue took over 2 hours on hold. (ridiculous). I have had nothing but negative results from this company beginning with false speed of service.Business Response
Date: 08/05/2022
Dated : 08/05/2022
Desi ******** - BBB # ********
Wireless Home Internet Acct # ************
Acct status: Inactive
In the complaint the consumer states that she had signed up with EarthLink for a Wireless Home Internet service. The consumer states that she got the account cancelled as the service never worked. The consumer states that despite returning the router, EarthLink has charged her Non-Return Hardware fee. The consumer states that, she incurred an overdraft fee due to this Non-Return Hardware fee charge. The consumer has mentioned her dissatisfaction towards EarthLink as she states that she was misinformed about the internet speed and also there was a long hold wait time while trying to resolve her issues. The consumer in the resolution is seeking a refund from EarthLink in regards to this Non-Return Hardware fee.
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.
In regards to consumer complaining about being charged an overdraft fee, Our Internet Service Agreement specifically states under section 9. BILLING AND PAYMENT that 'EarthLink is not responsible for any charges or resulting from charges billed by EarthLink including, but not limited to, overdrawn accounts or exceeding credit card limits.
We see that the consumer had signed up for Wireless Home Internet. 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 as she did not get the desired connection. As per our records we have received the consumers router and so accordingly we have placed a refund for $ $108.69. Please allow up to 7 days for this refund process to complete. 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:08/03/2022
Type:Status:ResolvedMore 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.
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.
Sincerely,
******************************************** was canceled on 7/7, and they claimed they would send a return label and I needed to return the device within 30 days, or I would be charged for the device. After waiting for 8 days with no return label received, I called, and they sent a printable return label. Until now, no mail has been received, meaning they never mailed the return label, and if I hadn't called, I wouldn't have received the downloadable return label. The device was sent back on 7/13, and I got a notification of the receipt of the device on 8/2. I have called them persistently requesting a refund of both amounts taken from my card, and they promised to do so once they received the device. I called them on 8/3, and they told me no refund would be provided to me because it took more than 48 hours to cancel, and by the time I canceled, the entire data had been used up. I need the company to refund the amount paid for their inefficient service.Business Response
Date: 08/03/2022
08/03/2022
******************************************- BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that the service was ordered on 06/23/2022 and paid $79.95 for activation for 75 GB plan. *********** was activated and immediately billed $95.95. *********** was for a new address and even though it was activated on 07/01/2022 they moved on 07/03/2022. On 07/04/2022 the internet kept going off and called customer service on 07/05/2022. The consumer states that she was told they would call later to fix the problem and never called but she received a data alert that 50% of data was used. When she received the call she indicated that she wanted to cancel the service. *********** was cancelled on 07/07/2022 and she was supposed to get a return label so that she would not be charged for the device. Since she did not receive the return label she called and received a printable return label. The device was sent on 07/13/2022 and got a receipt on 08/02/2022. The consumer states that she has been calling for refund and she was told that it took more than 48 hours to cancel and entire data has been used up. The consumer is seeking a refund of the amount paid.
We are sorry for the negative impact and would like to assure all our customers that EarthLink always strives for better customer experience. The initial charge of $79.95 is the activation fee and must be paid before the equipment is sent to the consumers house. To start the service the consumer must pay the first month invoice in advance. The return labels are sent via postal service and can be delayed for a while depending on the area. Based on the notes the consumer qualifies for a full refund in the total amount of $175.90. This includes $79.95 and $95.95. The Router was received a couple of days ago and the refund has been processed. Please allow 7 days for the refund process to complete. The confirmation number for this response is SDP 358157.
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:08/01/2022
Type:Status:ResolvedMore 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.
Complaint: 17653974
I am rejecting this response because: on May 24, I was given a commitment by an Earthlink supervisor that I would not be charged an early cancellation fee AT ALL since we had been trying to upgrade our service and increase our internet speed with absolutely no response. Upon making that commitment, the supervisor provided a case number in the event that we were charged a fee. That case number is *********. I appreciate the $175 refund, but I will not accept anything except Earthlink's original commitment, which was no charge at all. Please refund the additional $175 (for a total of $350, which was debited from my bank account on June 16) and I will be satisfied.
Sincerely,
***************************Business Response
Date: 08/02/2022
Hello *********- I am sorry that you had issues with your internet service, as well as issues when you called in regarding your issue. I checked your account and the ****** is being refunded to your account, so please allow 3-5 business days for that to reflect in your account. Again, we here at EarthLink apologize that you had issues with your internet service, and we will be taking this as education to work with our agents so that this does not happen again.Business Response
Date: 08/02/2022
I have looked over the account and there are 2 refunds in the amount of ******, therefore that would make it the full amount that is requested. The first refunded was given in May and then the last refund was processed on 8/1/2022. Please allow 3-5 business days for that to reflect in your account. Again, we apologize that you were not satisfied with your services.Customer Answer
Date: 08/02/2022
Complaint: 17653974
I am rejecting this response because: My bank account shows no refunds from Earthlink in the month of May, only a debit of $69.82. We canceled our service on May 24, so this assertion of a May refund of $175 is false. The next debit occurred on 6.16.22 and was for $350. Please refund the remaining $175.
Sincerely,
***************************Customer Answer
Date: 08/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
***************************
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