Complaints

This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

• 

  EarthLink Business Solutions

  124 W Tombigbee St Florence, AL 35630-5422

The 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:03/17/2025

  Type:Service or Repair Issues
  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 was lied to over the phone by the sales person. I work remote and need good internet. She said it was 100 mgbps and never mentioned a limit or usage rate. I set my expectations seeing as it affects my livelihood. In reality it was 25 mbps and goes down to 1 after a usage amount is exceeded which ofcourse will happen when I work from home Im going to use the internet to work.

  

  Business Response

  Date: 03/19/2025

  03/19/2025
  ******* *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Closing 04/08/2025
  
  The consumer states that she was lied to over the phone by the sales person. It is stated that she works remotely and needs good internet. It is mentioned that she was told it was 100 MBPS and never mentioned a limit or usage rate. It is further stated that in reality it was 25 MBPS and goes down to 1 after usage is exceeded. The consumer is disputing an amount of $200.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We apologize for any miscommunication that may have happened at the time of sign up and any inconvenience caused. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. To start the service the consumer must pay the first month bill. We are sorry to know that the service did not align with her expectations for an unlimited plan. Based on the situation the account is set to close as of 04/08/2025. The consumer has used nearly all of the monthly data. As a courtesy a refund of $100.69 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. The device must be returned 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 and courtesy the charge of $79.95 will be refunded. The confirmation number for this response is 621820918399.
  
  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:
  *************************************

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  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 been getting charged 120 dollars for internet for 11 months by EarthLink for 1 GB internet. It has constantly had issues over the last 2 weeks with a technician coming out as well to try and fix it. They said nothing was wrong and that the internet is up. I then through out the entire next 2 weeks keep dropping internet and then today Saturday March 15th I get home from work and the internet is full blown out. I call to get help and they tell me it's the modem. They then tell me that once again I'm gonna be out of internet for the whole weekend because they can't send a tech to drop of a new modem till Monday. I then go with the im going to cancel plan. I tell them that I can get the same service at **** for 80 dollars a month and they actually have service techs. They then tell me that for 11 months that I could have been only paying ***** for my service. Never once when I am having issues did they say that but instead they use it as a ploy to try to keep me stuck. On top of that they tell me that I need to pay 75 dollars to cancel my internet because of a contract I never signed. I want a refund for the $440 that I shouldn't have been paying in the first place. I also should not be paying to cancel a service when I am not getting the service they are charging me for canceling. This is my account number ********.

  

  Business Response

  Date: 03/17/2025

  Date: - 03-17-2025
  ******** ******** BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer has mentioned his dissatisfaction with EarthLink in regard to connection issue which did not get resolved. The consumer has disputed the cancelation fee and also mentioned about getting overcharged for the services. The consumer states that he is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconveniences caused to the consumer in regard to connection issue. As per EarthLink policy,EarthLink makes no guarantee as to the continuous availability of the Service or any specific feature(s) of the Service.   The Service quality may vary depending on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .  We are sorry to know that the consumer disconnected their services due to connection issue. In regard to consumer being overcharged, we would like to inform the consumer that any billing issue as per EarthLink policy needs to be disputed with in 30 days.  We do see that the account was under a term commitment and due to cancelation, the consumer was bill $81.30 as an Early Termination fee which included taxes. Therefore, currently on the account there is an outstanding balance of $81.30.
  
  However, in order to bring this matter to a close, based on the situation and in exception to the standard policy as per the consumers request, we have decided to waive the cancelation fee of $81.30.  The account is inactive,and it takes 7 to 10 days for the line to be released from the date of inactivation of the account. The confirmation number for this response is 203846444.Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.
  
  
   
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | *****
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  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 03/07/2025 Earthlink Internet were installed in my home at *****************************************************, also Earthlink disconnected Spectrum Internet Service Cables, after Earthlink were installed, the installer mentioned that I could change my mind about the before 30 days of the first payment were due, with reimbursement of any monies paid if done before 30 days after installation, I did have to pay $103.87 before installation.I also called Spectrum Internet Services to cancel my internet service, I didn't do it after the sales person offered a better plan to stay with them, they offered a conbine plan including my mobile phone which would remove ************ matching Earthlink offer plus with lower rates, which would save $30 to $40.00, therefore on the 8th of March 2025, Spectrum Tech. arrived the morning of the 8th, removed Earthlink cables and lines, reinstalled Spectrum upgraded equipment, and I used it up to the 12th of March 2025.On 03/12/2025 I ****** *******, called Earthlink Tech. Department at 5:48pm, to cancel the Earthlink account, the confirmation of the conversation is *********, the tech told me I would have to pay $600.00 dollars for canceling, I told her I was in the time frame to change my mind, I ask to speak with a manager or someone in charger, and I ask for a phone number I could call to speak with a manager or supervisor, she said she couldn't give out that information, although it is in my constitutional right to change my mine, she threaten me by saying if I didn't pay the $600.00, I would be turned over to collections.I am not trying to take anything from the company, all I like to do is, cancel the account and be reimburse the monies I've given them. Therefore I am sending this complaint to BBB, for the needed assistance. I also have called Earthlink and no one answered at all, that is a sad way to run a business.

  

  Business Response

  Date: 03/18/2025

  03/18/2025
  ****** C *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that EarthLink internet was installed on 03/07/2025. It is stated that EarthLink disconnected **************** cables after they installed EarthLink internet. The consumer states that the installer said they could change their mind before 30 days of the first payment. The consumer states that he had to pay $103.87 before installation. It is mentioned that he called Spectrum Internet Services to cancel the internet and the sales person offered a better plan to stay with them. It is further stated that on 03/08/2025,Spectrum tech arrived to install Spectrum upgraded equipment and removed EarthLink cables. The consumer states that he called EarthLink on 03/12/2025 to cancel the internet service and he was told that he would have to pay $600 cancellation fee. The consumer states that it is a constitutional right to change the mind but was threatened that if he did not pay $600 it would be turned over to the Collections. The consumer is seeking a refund of the charges he has paid and wants to cancel the account.
  
  On reviewing the account we see that the service was signed up for high speed HyperLink internet access. We are sorry for any misunderstanding that may have happened related to the account. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. Once the service is installed the consumer is charged the first month bill. The service is under a term commitment and 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. 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. In an effort to resolve this issue we are making an exception to the standard policy.  As requested the account is inactivated as of 03/17/2024 with no Early Termination Fee of $600. As a courtesy a refund of $100.87 has been processed. Admin fee of $3 is non-refundable. The refund will reflect in the credit card statement in up to three days. The consumer needs to return the modem to Contec, ***********************************************. ****: Frontier Receiving. The device must be returned within 30 days of inactivation to avoid unreturned hardware fee of $300. The current status of the account is inactive. The confirmation number for this response is 621820365783.
  
  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:
  *************************************
  
  

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  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.

  Since day of service, EarthLink has been overcharging me, knowing that I am a senior citizen and a retired veteran. I have been communication with ******* and was told that there will be no payment for the month of February. I ended up in hospital and was overcharged. I have an email stating I will be getting a refund of 5295 when I contacted the office, the customer service was rude and told me that they do not owe me anything. I would like my refund since they always bill a month ahead. It's been nothing but a continuous harassment with this company

  

  Business Response

  Date: 03/17/2025

  Date: - 03-17-2025
  ******* ***** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer has mentioned his dissatisfaction with EarthLink in regard to billing.  The consumer states that despite of being hospitalized in the month of February 2025, he has been charged for that month.  The consumer states that he was promised a refund for the month of February but has not received the same.   The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconveniences caused to the consumer while he was trying to resolve this issue. 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. On reviewing the account, we see that the consumer had signed up for *****************s.  The ***************** comes with a term commitment of one year. The consumers billing cycle was the 23rd of each month.  The bill which got generated on January 23, 2025, for $66.33 and February 23, 2025, for $52.95 was rejected by the consumers card.  We would request the consumer to email or fax us the copy of the bank statement which shows that the January 23rd and February 23rd billing cycle payments were made.  We would accordingly refund the February month bill which we had promised the consumer. Furthermore, we do see that the account has got inactivated and there was a cancelation fee which was levied to the account for $173.31 with taxes as the account was under a term commitment.
  
  In order to bring this matter to a close as the consumer is a senior citizen and a retired veteran, as a courtesy we had waived this total bill for $292.59. This total **** waiver includes the January bill and February bill along with the cancelation fee which the consumer had not paid. Incase if the consumer is still not satisfied with the resolution. We would advise the consumer to email me at my below contact email address with the bank statement displaying payments made to EarthLink for the month of January and February billing cycle. We would accordingly refund the February month charge as promised to the consumer. The confirmation for this response is 203846358.
  
   
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *******************
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23067816
  
  I am rejecting this response because:
  This has nothing to do with a payment. This has to do with a cancellation of the service. EarthLink always builds a month ahead and I am owed the payment. I do have an email from them stating that they will refund me the money but when I call customer service I get told else.
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/18/2025

  Date: - 03-18-2025
  ******* ***** BBB Rebuttal # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that he has rejected the response, as he has not received the refund.  The consumer states that the refund is not related to the payment made or not.  The consumer states that he would just like to have a refund as he was charged in advance while the service was canceled. The consumer states that he has the email stating that he would be refunded.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  As per our records, we did send an email informing the consumer that a refund would be placed against the month of February.  This email was sent to the consumer on the basis of payment transaction which was in process. We trust our consumers for not rejecting the payment as we decided that we would refund for the month that he paid to us and which he states that he was charged in advance.   However, the consumers card rejected the payment later, so therefore there was no billing line item to place a refund. Instead of refund we waived that bill which the consumer owed us for the month of January and February 2025.  As per EarthLink policy,the consumer needs to have a valid credit/debit card on file at all times.  EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy, If the consumer provides EarthLink with a valid credit or debit card, the consumer agrees to maintain valid and current credit or debit card information with EarthLink at all times..    The consumer has been explained about it in the previous response as to why the refund was rejected.  The consumer has brought nothing new to the complaint. EarthLink respectfully considers this matter as closed and resolved.The confirmation for this response is 203846358.
   
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ************************************************************************************************
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23067816
  
  I am rejecting this response because:
  This individual has no idea what he:she is talking about

  there was NEVER a credit card in file . This account should have been disconnected in Feb since I was in hospital . There are notes in system. EarthLink like other cable companies bill a month a head. There was an adjustment for all extra charges in which I believe was $55 I would like that refund mailed
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Earthlink on March 11, 2025, to cancel my subscription because Im moving to a townhome where the *** provides free internet. The representative I spoke with said that someone from the Executive Relations Team would call me within 72 hours. I can't wait that long for someone to reach out. I should be able to cancel my subscription upon request. The company is holding me back from doing what I want with my subscription.

  

  Business Response

  Date: 03/12/2025

  03/12/2025
  ****** *****-******* BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he called EarthLink on 03/11/2025 to cancel the subscription because he is moving to a town where the *** provides free internet. The representative said that someone from Executive Relations would call within 72 hours. The consumer states that he cannot wait that long for someone to reach out. It is further stated that he should be able to cancel his subscription. The consumer states that the Company is holding him back from what he wants to do with the subscription.The consumer has requested to cancel the subscription and stop automatic withdrawals from his debit card.
  
  On reviewing the account we see that the service is set up for high speed HyperLink internet access. We are sorry to know that the consumer wishes to cancel the account. The account 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. The contract would end on 04/17/2025. Based on the situation we have set the account to close as of 04/17/2025. 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 ***** Office Print and Shipand 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. The confirmation number for this response is 203835541.
  
  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:
  *************************************

• Initial Complaint

  Date:03/08/2025

  Type:Customer Service Issues
  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 have made multiple attempts to cancel internet service with this company. Attempts made via **************** phone number(s), only to be placed on hold for literally hours. I was on hold on last attempt until the line disconnected itself. The only "person" I could reach was a sales *** for "new" service, who claimed she would assist by connecting the cancelation department via third party call... again, I was on hold until the call disconnected.This is unbelievable. I am not disputing any charges already paid to account; I only want to cancel the service and this company does not provide reasonable means for consumers to do so.

  

  Business Response

  Date: 03/10/2025

  Date: - 03-10-2025
  Crystal Hunter BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint, the consumer has mentioned her dissatisfaction with EarthLink, as she is having difficulties in getting her EarthLink account canceled. The consumer states if her account is not canceled then she would dispute the charges. The consumer in her resolution would like EarthLink to cancel her account immediately. 
  
  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 a better customer experience and takes every opportunity to improve its staff and services. 
  
  As per the consumers issue, the concerned department set a verification call back to the consumer.  The concerned department spoke to the consumer and accordingly as per the consumers request the account was canceled. The account has been inactivated and there would be no further bills charged unless the router is not returned back to EarthLink.  We have 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. Incase if the consumer still has any queries in regard to her account she 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 ************.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 03/11/2025

   
  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,
  
  Crystal Hunter

• Initial Complaint

  Date:03/01/2025

  Type:Product Issues
  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.

  Subject: Fraudulent Misrepresentation of Internet Service Request for Full Refund Complaint Details:On Wednesday, February 26, 2025, I signed up for EarthLink internet service at my address (*************************************) after speaking with a sales representative named ***. I specifically told her that I would only purchase the service if I could receive the router the same day. She assured me that the router would be delivered that day, and based on this promise, I agreed to sign up. *** also told me that I was signing up for an unlimited fiber plan with ***** Mbps download speeds because I have multiple devices and rely on fast internet. She explicitly stated that I would not be charged for the first months service until the following month.However, everything she told me was false:The router did not arrive on February 26th as promised. It finally arrived two days later, on February 28th. I work from home, so I was unable to work for two days.When I set up the internet, I discovered that my actual download speed was only 25 Mbpsa far cry from the ***** Mbps I was promised.Instead of being charged next month as *** stated, I was immediately charged $101.27 for the first months service.I was also charged $79.95 for shipping and processing, even though my router did not arrive on time as promised.I was repeatedly misled throughout the phone call. The representative lied to me to secure the sale, and EarthLink has call recordings that will verify this.Resolution Requested:Due to this blatant misrepresentation, I am requesting a full refund of $181.22 ($101.27 for the service + $79.95 for shipping and processing). I expect EarthLink to honor its commitments, and if a resolution is not reached, I will pursue further action, including filing disputes with my bank and reporting this issue to additional consumer protection agencies.Please respond within 7 business days to confirm that my refund is being processed.Sincerely,****** ********

  

  Business Response

  Date: 03/03/2025

  03/03/2025
  ****** ********-BBB # ********
  EarthLink Acct #********
  Acct status: Inactive
  
  The consumer states that he signed up on 02/26/2025 for the internet service and he specifically informed that he would purchase the service if he would receive the router the same day. It is stated that he was assured that the route would be delivered the same day. It is mentioned that he was told it was unlimited fiber with 5000 MBPS download because he has multiple devices and relies on faster internet. It is further stated that he was told he would not be charged for the first month. The consumer states that the router did not arrive as promised so he was unable to work for two days. He discovered that the actual download speed was 25 MBPS. The consumer is seeking a full refund of $181.22.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that may have happened at the point of sale. We are sorry to know that the consumer did not get the desired service and decided to cancel the account. As requested the account is inactive as of 03/03/2025. A return label has been sent to the email address on file. The consumer needs to use the return label to send back the device to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer needs to contact 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. Based on the situation the charge of $101.27 has been refunded. The refund will reflect in the credit card statement is up to three days. We would like to assure our consumers that EarthLink always strives for better customer experience. The confirmation number for this response ************.
  
  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:
  *************************************

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Earthlink and was asked how many devices would be used for internet. I described what all would be used. They did say the Unlimited plan would be the best option. I signed up for the plan however my high-speed internet capability of 300Mbps was reached early on and it was dropped to speeds of 1Mbps. That was fine however, I received an email stating that my services were being disconnected due to high or over usage. I proceeded to call EarthLink with my daughter on the line and they could not exactly tell me why they were disconnecting my service. The only explanation I received was that they could no longer keep me due to the excessive usage. I am sending in the complaint due to the fact that the plan states "Unlimited" when in fact it is not Unlimited. I still do not understand how my services could be disconnected due to over usage when the plan states Unlimited. This seems to be false advertisement. Also when they sent the email about canceling the services it stated to print off a shipping label. I have never received a link to download that. It seems this company is trying to make it difficult on the costumer in order to get more money from them. Also they stated that we could take the credit card off file so that I could pay month by month on my own. I have never been able to do that. Then when we called about getting the credit card removed they stated they could not do that. Also instead of the plan costing me $96.12 Earthlink has charged me $101.12 February 18th and 20th. Why I am being charged this amount twice within two days. This all seems fraudulent to me.

  

  Business Response

  Date: 02/28/2025

  Date: - 2-28-2025
  **** ****** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that she signed up with EarthLink after informing the sales *** the number of devices she would be using.    The consumer states that she signed up for unlimited 300 *************** with a cap.  The consumer states that her data got over and her speed was downgraded to 1 Mbps speed. The consumer states that later she received an email from EarthLink that her services have been disconnected due to over usage of service.  The consumer has mentioned her dissatisfaction in regard to it.  The consumer has complained about unable to download the return label which EarthLink has sent to her via email.  The consumer would like to know the reason for getting charged $96.12 and $101.12 within two days. The consumer is seeking a response from EarthLink in this regard.

  
  
  We sincerely apologize for the inconvenience caused to the consumer in regard to the disconnection issue.  The Wireless Home Internet service works wirelessly and is connected to one of the cell towers at the consumers location. Once the purchase data is over the speed of the unlimited service is downgraded to 1 Mbps.  There could be a possibility of frequent disconnection while surfing the net with multiple devices at this speed of 1 Mbps as its connected wirelessly through the cell tower.  The speed and the quality of the service deteriorates if the cell tower is quite far from the consumers location. At this point the system automatically decides to disconnect such consumers with high usage as the consumer might face connection issues multiple times. We are sorry to lose such consumers and apologize for the inconvenience caused to the consumer.  This is the reason the consumers account was disconnected.  We do understand that the consumer could not download the return label at this speed. So, we have put a request to send out the return label via post. The consumer would be able to receive it within a weeks time. 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.

  
  
  In regard to billing issue, as per our records the consumer has already been refunded the amount of $101.12.  Incase if the consumer has not received the refund by end of February month or has any billing issue, they could contact our Wireless Home Internet department at ************* between 9 am to 8 Pm.Eastern, 7 days a week. She could also forward her bank statement at my below contact email address and accordingly we will resolve her issue.  The confirmation for this response is 596872165402. 
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  ************* 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  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 tried to get a new internet service (Earthlink Wireless Internet) After I was told "all calls are recorded", The sales person Promised at least 3 times to Pay off my account with my prior provider to gain my bussiness. I payed ***** then to get a reciever sent to me. when I got it and called to activate the reciever (another person from the company) we got it activated and i asked how they pay off my previous proveder as they had no information about about the company, he said "NO WAY DO THEY DO THAT". I explaind that I had been lied to and to close my account immediatly and I wanted an Immediate and Full refunf from their company. he said i needed to send their reciever back first, so I did and when I recieved conformation that they recieved it I again called **************** and was told the ***** was not refundable. I asked to be put in contact with someone who could and that is where I sit. They did refund the first months charge which they had billed me but not the *****.

  

  Business Response

  Date: 02/25/2025

  Date: - 2-25-2025
  ***** ***** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that while signing up, he was informed that he needs to pay the previous providers due bill in order to get services from EarthLink.  The consumer states that he paid $70.95 to get the router.  The consumer states that he received the router and got the services activated.  The consumer later came to know that he was misinformed by the sales agent about paying the previous providers bill.  The consumer therefore got his services canceled with EarthLink and requested a full refund. The consumer states that he was only refunded the monthly fee. The consumer states that in order to get a refund of the remaining $79.95, he was informed to return the router to EarthLink.  The consumer states that EarthLink has received the router however failed to refund the $79.95.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We apologize for the inconveniences caused to the consumer. 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. On reviewing the account, we see that the consumer was signed up for a Wireless Home Internet service through one of our vendors.  Upon receiving this complaint, we immediately escalated this issue to our vendor team. We would like to inform the consumer that we have followed up with the vendor sales team and appropriate action is being taken.  
  

  
  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 was not refunded.  However, as an exception and looking at the situation, as per the consumers request we have placed a refund of $79.95. Please allow up to 3 business days for this refund transaction to complete.  The confirmation for this response is 596601700418. 
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  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 signed up for Earthlink and quickly changed my mind. They owe me a $39.95 refund but have never sent it. After struggling with many agents over the missing refund it became evident they had the wrong credit card on their record. They have sent my refund to the wrong credit card and now refuse to correct their error

  

  Business Response

  Date: 02/25/2025

  02/25/2025
  ***** ******* -BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she signed up with EarthLink and quickly changed her mind. It is stated that she has not received the refund because it was sent to the wrong credit card on record. The consumer is seeking a refund of $39.95.
  
  On reviewing the account we see that the service was signed up for high speed internet access. We are sorry to know that the consumer decided to cancel the account and as requested the account is inactive as of 01/31/2025. EarthLink service prices are based on a model that includes the use of an automated form of payment. It is necessary to provide a valid credit card on file at the time of registration. When the refund is processed it automatically gets assigned to the card that is registered on file. The account was refunded $39.95 on 01/31/2025. It takes up to 3 days for the refund to reflect in the credit card statement. The card that was charged was the card it was refunded. EarthLink is unable to process refund on a different card. We would like to assure all our consumers that EarthLink always strives for better customer experience. The current status of the account is inactive and there will be no further billing. The confirmation number for this response is 203794244.
  
  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: 02/25/2025

   
  Complaint: 22982901
  
  I am rejecting this response because:  My bank My Point ********* ************* Has made copies of all money and credit card funds that has passed through my account from before tll now, prooving the abosute inpossibilty of funds of the amount of $39.99 of being refunded.  The proof of my statement is in the images given.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/26/2025

  02/26/2025
  ***** ******* -BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive

  The consumer states that she is rejecting the response because the bank has made copies of the credit card funds proving the impossibility of the amount of $39.95 being refunded.
  
  In the previous response it was stated that the service was signed up for high speed internet access. As requested the account was inactivated as of 01/31/2025. When the refund is processed it automatically gets assigned to the credit card on file that was provided at sign up. The charge of $39.95 was refunded on 01/31/2025. The card that was charged $39.95 at sign up was the card on which the payment was refunded. The refund cannot be processed on a different card. We request the consumer to check the statement of the card ending in 9805. 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 203797266.
  
  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:
  *************************************