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:04/02/2025
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.
The internet service was cutoff at my residence due to unemployment being laid off. I have been 4 year customer of ******************** and steady rate increase. 3/30/25 I paid dues and reconnect fees. After 30 minutes I contacted Earthlink via chat and spoke with ********. He verified payment and stated reconnect in 20 minutes. 60 minutes later, no reconnect i chat with **** *****. ***** states she will escalate ticket and service will be on in one business hour or 24/48 hours. She could not explain which one. I ask for service to be canceled and schedule earthlink to remove line from home and pick up box. No confirmation date from **** *****. Just same 24/48 hours and 1 business hour. Sent email to Earthlink support 3/31/25 repeating no service, ask for date to come remove line and pick up box. No return email to date. I chat again today with all details listed here. Asking for date to come remove line. Told to call number.
Business Response
Date: 04/03/2025
04/03/2025
****** ******* *************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that the internet service was cut off due to unemployment and being laid off. It is stated that he has been a 4 year customer and paid his dues and reconnect fee on 03/30/2025. It is stated that the service could not be reconnected so he asked to cancel the service and remove the line. The consumer was asked to wait for ***** hours but still no service. The consumer would like to remove the line, pick up the box and is disputing 25 reconnect fee.
On reviewing the account we see that the service was set up for high speed HyperLink internet access. As per the records the payment of $79.21 for 03/03/2025 was rejected. The account went inactive on 03/14/2025. The billing process is automated. When the account goes inactive for non-payment on the due date we have a process to suspend the service to allow time to make the payment without fully disconnecting the service. The account was fully disconnected as of 03/24/2025. The payment was received on 03/30/2025. Therefore the service did not reactivate. Based on the situation we have refunded the reactivation fee of $25. Please allow up to three days for the refund to reflect in the credit card statement. There are two types of modems that AT&T would like to be returned. BGW210 and BGW320. The only locations that will accept these modems are ************ Print and Ship and The *** Store. The consumer can drop it at the nearest store to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T. Any other modem model need not be returned and the consumer can discard them. The current status of the account is inactive as of 04/03/2025. The confirmation number for this response is 623140808821.
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
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 04/03/2025
Complaint: 23152060
I am rejecting this response because I did not see a day or time Earthlink will arrive at **************************** and remove the cable they placed at time sign up of service. Earthlink placed it, Earthlink should remove it. I would like the cable removed running from electrical pole across my yard to my home. Please provide an day and time for this to occur so I can be home. You can text me *************Also I believe I read two modem types and I only have one modem for entire years of service BGW320-505 and I will drop off at ************* on Arden
I also received my receipt sent via e-mail confirming my 00.0 due to earthlink Thank you
Sincerely,
****** Michael *****************Business Response
Date: 04/10/2025
04/10/2025
****** ******* *************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he is rejecting the response because he did not see a day or time EarthLink will arrive to remove the cable that was placed at the time of sign up. It is stated that the cable is running from the electrical pole across his yard to his home and wants it removed. It is further stated that he will drop the device at ***** office and he has also received the receipt confirming zero balance.
In the previous response it was stated that the service was set up for high speed HyperLink internet access. The charge of $79.21 dated 03/03/2025 was rejected and the account went inactive on 03/14/2025. The account was fully disconnected as of 03/24/2025. The payment was received on 03/30/2025. Therefore the service did not reactivate. Based on the situation, the reactivation fee of $25 was refunded. The account is inactive as of 04/03/2025. There is no de-cabling provided as there is no mechanism to dispatch technicians for a disconnected order. The request to remove the cables needs to go to a local field team. The consumer needs to call ************** to create a MR ************ ticket) with the vendor to remove the cables running from electrical pole across the yard to his home. The consumer can contact us directly for any concerns regarding this matter. The confirmation number for this response is 623141594283.
EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
************************************** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:04/02/2025
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.
Earthlink has gotten even worse. First and formost they ate harassing me. . Three text messages on my phone. Not to mention, 3 emails each going to both my email addresses. This is so scary. Also not only are they using threat tactics, the Added an extra 5 dollar increase. Been here 5 years not incent for being a senior citizens. I am not understanding this period. Oh did I mention their hang up calls and false promises to resolve issues. That never happened either.Business Response
Date: 04/04/2025
Date: - 04/04/2025
***** ****** - BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint the consumer has mentioned her dissatisfaction with EarthLink as she is getting text messages on her phone and even multiple emails reminding her about paying her bills. The consumer stated that EarthLink increased her bill by $5 despite of being with EarthLink for 5 years and she is a senior citizen. The consumer would therefore like EarthLink to look into this matter and resolve her billing issue.
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 the ********************** payment policy, If consumer provides EarthLink with a valid credit or debit card, he/she agrees to maintain a valid and current credit or debit card information with EarthLink at all times. The EarthLink system is designed in such a way that after the ***** period of making a payment gets over the account gets inactivated automatically. This eventually creates a problem in getting the account reinstated as this involves reactivation fee and also if the line is released then the consumer has to sign up again for a new service. So, in order to avoid all this hassle our system is designed in such a way that it sends emails and even text messages reminding the consumer to pay their bills on time in order to avoid account related issues. This programmed system is followed for all the EarthLink consumers.
The consumers billing cycle is 27th of each month and it has been seen that the consumer would not make the payment on time each month. So therefore, the consumer was receiving these reminders. In regard to price increase of $5, we would like to inform the consumer that EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving the reliability of our services. we would like to inform the consumer that there was only $3 increase in the bill and not $5. The bill has been increased from $47.32 to $50.32 a month. We do see that the consumer contacted EarthLink on March 28, 2025, complaining about this $3 service fee increase on the bill. In order to resolve this billing issue, we offered a $25 Gift card to the consumer. The consumer accepted this offer against the billing issue. The consumer wanted the Gift card the same day and we informed that she would receive this gift card in 10 business days. The confirmation number for this acceptance of the offer was 203875758.
We would like to inform the consumer that currently her account is under closing as of April 8, 2025, due nonpayment of the bill for $50.32 which was generated on March 27, 2025. We would please request the consumer to make the payment as soon as possible in order to avoid account related issues. The consumer could reach us at *************. The hours of operation are Monday to Friday between 10 am to 8 pm Est. We appreciate the consumers business, and we will continue to serve the consumer. The confirmation number for this response is 203894396.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 04/04/2025
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:04/01/2025
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 started service with this company on the 17th of March, and since then I've had to pay as of today $240.00 to keep the internet working. They keep telling me I have to pay for more speed? I've never had to pay those much money, and I haven't even gotten the bill that is due on the 20th of April!Business Response
Date: 04/04/2025
Date: - 04-04-2025
****** ******** BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that she started the service with EarthLink on 17th March and had to spend $240 to keep the internet working till today. The consumer states that she was informed. she has to pay for more speed. The consumer states that she never paid that much for the internet service. The consumer states that she has not received the bill which is due for April 20th.
We apologize for the misunderstanding that happened in regard to the unlimited browsing advertising. We would like to educate the consumer that this wireless home internet service is an unlimited browsing service. That is even after the 300 ******* is over, the consumer is still able to browse the net but with a slow speed. The consumer therefore has the option of purchasing extra data to continue browsing the internet. The consumer here is not just paying for speed upgrade but for data purchase also. She has the option to purchase the internet data as per her internet requirement.
However, in order to bring this matter to a close, based on the situation we have decided to refund $200. Please allow up to 3 business days for this refund transaction to complete. The account has been inactivated today as per the consumers request placed by email. We have also emailed the return label to the consumers contact email address. We would like to inform the consumer that she will have 30 days to return their router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $400. Lastly, we would advise the consumer to contact this number ************* to check if there are any unlimited services like Cable or Hyperlink internet service available in her area with no speed change. Incase if the consumer still has any queries in regard to her account, they could reach our Wireless Home Internet department at ************* between 9 am to 7 Pm. Eastern, 7 days a week. The confirmation number for this response is 623140786413.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:03/31/2025
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.
When I signed up for Earthlink, the salesperson assured me multiple times that I would not be under a contract, despite my repeated questions about it. However, upon canceling my service today, I was shocked to discover a $600 cancellation fee for a 2-year contract I was never informed of. This is a clear example of deceitful business practices!Business Response
Date: 04/01/2025
04/01/2025
***** *****-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she signed up for EarthLink and the salesperson assured multiple times that it would not be under a contract. It is stated that she cancelled the service today and was shocked to discover a charge of $600 cancellation fee for a 2-year contract that she was never informed of. The consumer states this is deceitful and is seeking a billing adjustment.
On reviewing the account we see that the service was signed up for high speed HyperLink internet access. We are sorry for any misunderstanding or misinformation that may have happened at the point of sale. The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee),EarthLink will bill you the Early Termination Fee set forth in your billing plan. The amount of the Early Termination Fee, or the method such fee is calculated, are included in your Term Plan and vary from plan to plan. By establishing an account, ordering, and/or using the service the consumer is bound by the service Agreement. The Service Agreement is available online to all the consumers at *************************************. The agreement copy is sent to the consumers via email. As requested the account is inactive as of 03/31/2025. In an effort to resolve this issue we are making an exception to the standard policy. The Early Termination Fee of $656.40 including tax has been waived. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 622885570254.
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
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 04/01/2025
Complaint: 23137850
I am rejecting this response because I need proof that I signed a 2-year agreement.
Sincerely,
***** *****Business Response
Date: 04/02/2025
04/02/2025
***** *****-BBB # ********
EarthLink Acct # ********
Acct status:Inactive
The consumer states that she is rejecting the response because she needs proof that she signed a 2 year agreement.
In the previous response it was stated that the service was signed up for high speed HyperLink internet access. The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. The amount of the Early Termination Fee, or the method such fee is calculated, are included in your Term Plan and vary from plan to plan. The agreement copy is sent to the consumers via email and a copy of the agreement is available to all the consumers online at www.earthlink.net/tcs. The consumer agrees to be bound by the online service agreement by establishing an account and using the service. This process is online and there is no signed document of the agreement. In an effort to resolve this issue an exception was made to the standard policy. The Early Termination Fee of $656.40 including tax was waived. The current status of the account is inactive as of 03/31/2025. The consumer has brought nothing new to the complaint. EarthLink respectfully considers this matter as closed and resolved. The confirmation number for this response is 203889648.
EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:03/28/2025
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 have spend 3 days on the phone with Earthlink to have a disconnection date resolved due to moving and nobody in the whole company was able to help me.Their customer service team *****Business Response
Date: 03/31/2025
Date: - 3-31-2025
**** ****** BBB # ********
EarthLink Account # ********
Acct status: Closing as of April 4, 2025.
In the complaint the consumer states that she had spent three days on the phone with Earthlink to have a disconnection date resolved as she is moving. The consumer has mentioned her dissatisfaction with EarthLink in regard to it as her issue is not yet resolved. The consumer is seeking a resolution from EarthLink in this regard.
We sincerely apologize for the inconvenience caused to the consumer. As per our record, we do see that the consumer contacted EarthLink today. We would like to inform the consumer that as per her request we have already canceled the mover request. Furthermore, as per her request we have put a closing date of April 4, 2025, on her current services. We would like to inform the consumer that since the ***************** comes with a contract and the consumer wishes to cancel the service within the contract. The consumer would be liable to pay the Early Termination Fee.
However, we do see that the consumer has already spoken today to one of our Executive Relation Team. In order to bring this matter to a close, based on the situation and in exception to the standard policy we have decided to waive or refund this amount. Incase if the consumer gets charged for the Early Termination fee, then we will refund the amount or if it is showing as an outstanding balance, we will waive it. The consumer could also contact EarthLink with the confirmation number, and we would accordingly do the needful. The confirmation for this response is 203883023.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*******, ** | 30328
************************************
EarthLink Online Service Agreement:
***************************************Initial Complaint
Date:03/26/2025
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.
3/25/2025. I have had EarthLink for only 25 days. I purchased Internet service through EarthLink. Everything was working fine. I even purchased more data because I was using a bit more and did not want to run out. I have 10gb remaining data left. On day 25 the tv and cell phone would not connect to the router. I tried unsuccessfully unplugging, and restarting the router as well as re entering the password. Nothing. I called tech support only to have to be led in circles doing the same steps that I had been trying for the last three hours to reconnect to the router. I was told a ticket was created and I would have to wait over 24 hours for an answer basically (BLOWING ME OFF) to get rid of me. I then called and spoke to a customer service *** who tried to upscale my data plan to the unlimited data. She told my my tv wont work because its a high data device. That is a lie. The tv will work until data is zero then it pauses until the next billing cycle per EarthLinks policy. The new cycle starts 4/3/2025 I still have 10 GB data left. She told me the tv will work if I have the unlimited data I wont have any issues. How does that work?? If I pay more money but cant connect to the router anymore. I am retired/disabled. I worked hard in life to buy nice things. I pay my bills on time so I expect to at the very least get what I pay for. I dont think that is at all a unreasonable request to make from EarthLink. I feel like they bait ,and switched on me. I was sold a product by EarthLink. The product (Internet)quit working either faulty router or intentionally before the end of my paid use. Instead of helping they tried to upsale and take more of my money without solving the original issue. So again I ask EarthLink if my tv and phone wont connect now what makes you think it will magically connect if Im upsold to unlimited data? That means you know what your doing. EarthLink customer service *** told me I can be refunded any of the money EarthLink stole from me.Business Response
Date: 03/27/2025
03/27/2025
***** *****-BBB # ********
EarthLink Acct # ********
Acct status: Closing 04/02/2025
The consumer states that he had EarthLink for only 25 days. It is stated that he purchased more data as he was using a bit more and did not want to run out. The consumer states that on day 25 the TV and cell phone could not connect to the router. He tried unplugging,restarting and re-entering the password but nothing. He called tech support and a ticket was created and was told that he would have to wait for 24 hours for an answer. It is mentioned that the customer service tried to upscale the data to unlimited data or the TV will not work as it is a high data device. The consumer states that he was sold a product by EarthLink that stopped working due to faulty router or intentionally. The consumer states that he cannot connect to the router anymore. The consumer is seeking a refund of $140.
On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry for the negative impact and would like to assure that EarthLink always strives for better customer experience. ********************** does not promote any product knowingly that the service will not work. The consumer may experience technical difficulties due to the nature/complexity of the internet service but there is no deliberate misleading of any product or services. 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 some of which are beyond EarthLinks control. EarthLink provides technical support to its consumers. EarthLink is there when there is a technical problem or to just answer the questions.
The initial payment of $79.95 at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. The first month bill is charged on the day of installation. Because the consumer was buying more data, the representatives offered unlimited plan to save money for the consumer. We are sorry to know that the service stopped because the router could not connect. A refund of the unused data in the amount of $25.55 has been processed. The refund will reflect in the credit card statement in up to three days. When the account goes inactive, a return label will be sent out by the system to the email address registered on file. The consumer needs to use the return label to send back the device within 30 days of inactivation to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer needs to contact EarthLink at ************** to mark the return as complete. As a special consideration the charge of $79.95 will be refunded. The account is set to close as of 04/02/2025. The confirmation number for this response is 622617698633.
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
************************************** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 03/27/2025
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:03/21/2025
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.
I live in the country and Earthlink came up as providing internet in my area. I ordered it and paid $79.95 to have the router shipped to me. I'm very low tech so I had to have my daughter help set it up. I paid $101.30 for my first month of service and modum fee. She set it up but we couldn't get a good connection. All my movies were showing blurry and kept buffering. When my grandson connected his phone to the wifi it made it even worse. So I tried to call customer service but after being on hold for almost 30 minutes I was hung up on. The next day my daughter called on her account and did the trouble shooting they told her on my router but it never improved. The *** stated it was an outage and to call back in 48 hours if it hadn't resolved. My daughter called 2 more times but nothing changed. We were offered credits due to the inconvience. I called to cancel and the *** said my area had good service and wanted to troubleshoot more and they could escalate my issue and offered me more credit but after a month of trying I just wanted the internet I paid $181.25 for to work so I cancelled. That's alot of money for me. My daughter had great luck with them so I don't know what happened with mine.Business Response
Date: 03/24/2025
Date: - 3-24-2025
**** **** BBB # ********
EarthLink Account # ********
Acct status: Inactive
In the complaint the consumer states that she lives in the countryside and EarthLink offered her internet service. The consumer states that she paid $79.95 to get the router shipped to her. The consumer states that she is a non tech person, so her daughter helped her to setup the connection. The consumer states that the movies that they watched were blurry and kept buffering. The consumer state that they tried resolving the issue and it stilled remained unresolved. The consumer states that she then got her services canceled. The consumer has requested a refund for what has paid as her services did not working properly.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 service was set up for Wireless Home Internet service. The Wireless Home Internet service works wirelessly and is connected to one of the cell towers at the consumers location. It requires a clear view to have a better internet connection as it works like cell phone technology. As per EarthLink policy, EarthLink makes no guarantee as to the continuous availability of the Service or any specific feature(s) of the Service. We are sorry to know that the consumer did not get the desired connection and got her services canceled. We would like to inform the consumer that in order to get proper compensation for the service not working fine, the consumer has to decide immediately after using the service whether to keep the service or not. However, the consumer has failed to do so and has canceled her service nearly after 3 weeks. The consumer also had used up ****** Gb out of 300 GB for the month and that shows that she was using the service. Plus, there was only one contact made by the consumer for a connection issue. EarthLink therefore declines any refund to the consumer.
In regard to consumers refund request for $79.95 which the consumer paid at the time of signup. We would like to inform the consumer that this payment is for the processing and handling fee. As per EarthLink Wireless Home Internet policy, the processing & handling fee is non-refundable. We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale, so therefore this amount is not refundable.
However, as an exception and looking at the situation, we have decided to provide a refund for $132.76. This total amount also includes the processing and handling fee of $79.95 for which the consumer had placed a refund request. Please allow up to 3 business days for this refund transaction to complete. The confirmation for this response is ************.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*******, ** | 30328
************************************
EarthLink Online Service Agreement:
***************************************Customer Answer
Date: 03/24/2025
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:03/20/2025
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.
I ordered internet service and was sent equipment that was slightly used it was not new nor was the packaging new. The router box could not hold a signal for more than 1 minute no matter where I placed it in the window by my desktop. I never used the internet service and should get a refund check by mail to my address. On March 20, 2025 I called and waited on the phone more than an hour to cancel the service. The rude agent who badgered me on why I wanted to leave eventually told me it was cancelled, gave me a cancellation number but never emailed the return label within 30 minutes as promised. I knew something was wrong so I went online and tried a chat *** named **** ******* who informed me that the account was still active and that she could not help me. I was told to call customer service once again. So I called back the same day and a *** named Winter B. said I could not cancel until the end of the month. She said the previous agent was in the process of cancelling but the call dropped midway so now I cannot cancel the service. She said I had to wait until 4/13/25 before she could cancel the service which I thought was absolutely absurd. I should be able to cancel service on the spot with a request. Deliberately making me wait in order to charge my card again is not acceptable business practice and probably is illegal. I requested a supervisor, was placed on hold only to be told that the supervisor is extremely busy and that I need to set up a call back in 30 minutes. The agent scheduled a callback. The supervisor did not call back at all that day. I am mailing the equipment back on 3/24 by certified mail Lord willing. I am being forced to pay out of pocket to get the internet equipment back to the company so that they will not charge me any renewal fees. I want a refund of the activation fee and for the shipping fee since the agent refused to terminate my service when I asked and she refused to email the return order form. I will never use them again.Business Response
Date: 03/21/2025
03/21/2025
*** ******-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she ordered internet service and was sent an equipment that was slightly used. The router could not hold the signals even for a minute no matter where it was placed. It is stated that the internet was not used and she should get a refund check mailed to the address. It is mentioned that she called on 03/20/2025 and waited on the phone for more than an hour to cancel the service. The consumer states that agent badgered as to why she wanted to leave but eventually cancelled and gave a cancellation number but never emailed the return label. The next representative said that the account could not be cancelled until the end of the month. The consumer states that she is mailing the equipment back on 03/24/2025 by certified mail. The consumer is seeking a refund of $190.
On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry to know that the consumer would like to cancel the account as the service could not be used due to no signals. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We apologize for the hold time and the difficulties experienced while trying to contact customer service. We continue our efforts to reduce the hold time. As requested the account is inactive as of 03/21/2025. A refund in the amount of $101.10 has been processed. The refund will reflect in the credit card statement in up to three days. A return label has been sent to the contact email address on file. The consumer must use the return label to send back the device within 30 days to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer needs to contact us or call EarthLink at ************-select option 1 to mark the return as complete. When the return shipment process begins the charge of $79.95 will be refunded. We would like to assure all our consumers that EarthLink strives for better customer experience. The feedback is appreciated and we take every opportunity to improve our staff and services. The confirmation number for this response is 622096636435.
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
************************************** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 03/25/2025
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.Thank you so much for your help.
Sincerely,
*** ******Initial Complaint
Date:03/18/2025
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 refused to return the $324.00 they took unauthorized for canceled service on the same day to my card for services I don't have or ever have had at my address. This was supposed to be resolved with their agents in a phone conversation which they should have a recording of and or texts. Earthlink has denied this to my bank. I've sent an email to Earthlink waiting for another response from them. I'm a retired senior citizen on a monthly income and can't afford to pay for services I don't have or never had in this apartment.Business Response
Date: 03/20/2025
Date: - 3-20-2025
******** ****** BBB # ********
EarthLink Account # ********
Acct status: Inactive
In the complaint the consumer states that EarthLink declined her refund request towards the unreturned modem fee of $324 that was charged to her card. The consumer states that she never received the modem at her address, however she was billed for the unreturned modem fee. The consumer has mentioned her dissatisfaction with EarthLink as her issue has not been resolved. The consumer states that she is a senior citizen and cannot afford to pay for services that she does not have. The consumer in the resolution has requested EarthLink to refund her the unreturned modem fee of $324.
We apologize for the inconvenience caused to the consumer while trying to resolve this issue. We would like to assure all the consumers that EarthLink always strives for a better customer experience and takes every opportunity to improve its staff and services. On reviewing the account, we see that the consumer had signed up for HyperLink internet service on July 31, 2024. The modem was sent out to the consumers address. This account was later canceled on August *******. So, upon cancelation our system automatically sends a return label to the consumers address or via email to get our modem back. If the modem is not returned within 30 days, our system automatically bills the consumer the unreturned fee of $324. Since our system detected that the modem was not returned within 30 days,it automatically charged the consumer $324.
In order to bring this matter to a close, as consumer claims that she had not received the modem, we will be therefore refunding the unreturned modem fee of $324. We would like to inform the consumer to avoid any further charges, the payment card on file has been removed. Therefore,the refund for $324 would be send in a form of a check. The consumer will receive this check within 4 to 5 weeks. We would request the consumer not to dispute the above $324 charge paid to us, as there would be issues in refunding the amount back to the consumer. 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 response is 622096234988.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:03/17/2025
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 charged my account on 3/8/2025, in the amount of $76.97. I contacted EarhLink on 3/5/2025 to report my internet was down. A technician was schedule for 3/12/2025, between 8-5 p.m. but were supposed to call me before arriving. The technician never called me on 3/12/2025. The service didn't get restored. I called on 3/12/2025, at 3 p.m. then at 5 p.m. I was told the technician came out. But I still had no service. I got scheduled for a new technician to come out on 3/27/25. On 3/17/2025, I cancelled service and EarthLink has refused to refund me the dates I had no service which are from 3/5/2025 to 3/17/2025.Business Response
Date: 03/18/2025
03/18/2025
***** *********-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that EarthLink charged her account $76.97 on 03/08/2025. It is stated that she contacted EarthLink on 03/05/2025 to report that her internet was down. A technician was scheduled for 03/12/2025 between 8-5 pm and was supposed to call before arriving. The technician never called on 03/12/2025 and the service did not get restored. It is mentioned that she called on 03/12/2025 at 3.00 pm and at 5.00 pm and was told that the technician came out but still did not have service. Another technician was scheduled to come out on 03/17/2025 but she cancelled the service. It is further stated that the refund for the dates she had no service from 03/05/2025 to 03/17/2025 was refused. The consumer is disputing an amount of $76.97.
On reviewing the account we see that the service was set up for high speed HyperLink internet access. We would like to inform our consumers 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 EarthLink's control. We are sorry to know that the consumer decided to cancel the account due to no service. As requested the account is inactive as of 03/17/2025. As per the policy, EarthLink does not grant refunds or credits for any prior use including partial use during the last month prior to cancellation. The consumer was offered credits and billing adjustment but it was declined. Based on the situation a refund of $76.97 has been processed. The refund will reflect in the credit card statement in up to three days. The confirmation number for this response is 621820934477.
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
************************************** | 30328
[email protected]
Online Internet Service Agreement:
*************************************
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