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:02/21/2025

  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 decided to go with EarthLink as an internet provider on 2/14/25 after speaking with a ***resentative. I told the *** I was getting service primarily for gaming and he told me that my service would be excellent which is why I went with them. I initially paid $80. My router arrived the night of 2/19/25. When I went to set it up, it took me about 30 minutes just to get the router working and I had to pay another almost $70 just to activate service. I connected it to one device, my Xbox. The service was extremely slow. I wasnt even able to finish updating my Xbox when the wifi stopped and this is when I realized that my wifi was limited which I was not made aware of. I contacted customer service whom simply told me to add data to my account. The next day, 2/21/25, I called to cancel service and to get a refund as I got nothing out of the service which wasnt even able to finish updating my Xbox. I was refused any form of refund. I basically gave this company $150 for nothing after being blatantly mislead.

  

  Business Response

  Date: 02/24/2025

  Date: - 2-24-2025
  ****** ****** BBB # ********
  EarthLink Account # ******** 
  Acct status: Inactive
  
  In the complaint the consumer states that they contacted EarthLink to get internet service. The consumer states that while signup they informed the sales agent that they would be using the internet service for gaming. The consumer states that they were wrongly signed up for *** service as it was a limited service.  The consumer states that the internet was slow and they were not able to finish updating their Xbox as the Wi-Fi stopped.   The consumer states that they therefore got the service canceled and requested for a refund. The consumer states that the refund request was declined. The consumer would therefore like EarthLink to look into this matter and resolve this refund issue.
  
  
  We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. We apologize for any misunderstanding that may have happened at the point of sale. We have accordingly escalated the issue to the sales team and appropriate action will be taken.  In order to bring this matter to a close as a courtesy, for now we have placed a refund of $66.27.  Please allow up to 3 business days for this refund transaction to complete.  The remaining refund of $79.95 would be placed, once the router is received by EarthLink.  The consumer needs to contact after a week, informing EarthLink about the shipment of the router done by them.  Once the return is confirmed, the refund would be placed accordingly. The confirmation number for this response is 596600966221. 
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/20/2025

  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 ******* to set up in home cable and internet services February *******. I asked them about their ***** period for unsatisfactory service and was told 14 days. What I wasnt told that they were using a third party internet service in EarthLink. They mentioned it as if EarthLink was their company for me only to find out feb19 when I received the internet box through ***, that its two different companies. My wife and I both work in the medical field which cause for our internet to be hardwired and have Ethernet connections, not wireless. I asked the sales woman was it wireless service and she said no, we have to install it. Nobody came out to install anything, I received a box with a wireless SIM card which cant be used for my job. Now EarthLink dont want to honor the refund for service I never used after I was given a 14 day refund period through their third party affiliate. This service was never activated. Box was opened and closed immediately.

  

  Business Response

  Date: 02/24/2025

  02/24/2025
  ****** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he called DIRECTV to set up home cable and internet service on 02/15/2025. It is stated that he asked about the ***** period for unsatisfactory service and was told 14 days. It is mentioned that he was not told that it was a third party service through EarthLink. The consumer states that he received the internet box. It is further stated that he and his wife both work in the medical field and need hardwired internet with Ethernet connections and not wireless. The consumer states that he cannot use the service and never activated it. The consumer is seeking a refund of $79.95.
  
  We would like to apologize for any misunderstanding that may have happened. On reviewing the account we see that the service was signed up for Wireless Home Internet. We are sorry to know that the service did not align with the consumers expectation and they returned the device. The initial payment at sign up is the processing fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. However, based on the situation a refund of $79.95 has been processed. Please allow up to three days for the refund process to complete. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is ************.
  
  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:02/13/2025

  Type:Order 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 wanted unlimited Internet and paid $180.90 in total for it. This was not what I got. It only lasted a week then my data limit was reached. I was told by the salesman that there were no limits as there was to be unlimited Internet with no data caps. I told the salesman that I stream often and was assured there wouldn't be any issues. However, now I can't stream anything and the person i talked to was no help and just told me I reached my data limit. I was told that when I signed up that this was an unlimited plan and there was no mention of data being capped.

  

  Business Response

  Date: 02/14/2025

  02/14/2025
  ***** *********-BBB # ********
  EarthLink Acct # ********
  Acct status: Closing 03/05/2025
  
  The consumer states that they wanted unlimited internet and paid $180.90 in total for it. It is stated that this is not what they got and it lasted only a week when the data was reached. The consumer states that he was informed by the salesman that it is unlimited internet with no data caps. The consumer is seeking a refund of $180.90.
  
  We would like to apologize for any misunderstanding that may have happened. On reviewing the account we see that the service was signed up for Wireless Home Internet with unlimited speed up to 300 GB. If the consumer hits 300 GB, the speed will throttle but the consumers can continue to use the service with unlimited data till the next bill cycle date.  As per the records the consumer has consumed all the data. Therefore, we are unable to refund $180.90 as requested. 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. This is a non-refundable fee. In an effort to resolve this issue and as customer appreciation we are processing a refund of $79.95. Please allow up to 3 days for the refund process to complete. We are sorry to know that the consumer decided to cancel the account. The account is set to close at the end of the bill cycle date on 03/05/2025. A return label will be sent on 03/05/2025 to the email address 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 $400. We would like to assure all our consumers that EarthLink takes feedback positively and we will take this opportunity to improve our staff and services. The confirmation number for this response is 595815381599.
  
  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: 02/14/2025

   
  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:02/12/2025

  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.

  On 02-12-2025 I cancelled my Earhtlink internet Account# ************. I paid $101.20 on **********. The agent advised I used ***** GB out of the 300 GB for this billing period which ends on 03-01-25. Earthlink refuses to refund me the rest of my unused payment for the unused ****** GB and 18 days of billing period. They closed my account with a different account# of ******** and a confirmation # of ms26173282.

  

  Business Response

  Date: 02/13/2025

  Date: - 2-13-2025
  ****** ***** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, the consumer states that he canceled his EarthLink internet service on February 12, 2025.  The consumer states that he had paid his monthly internet data fee for 300 Gb as of February 7, 2025. The consumer states that he only used up ***** ******* out of the 300 Gb for this billing period which ends on March 1, 2025. The consumer states he would like to have a refund towards the unused data. The consumer would like EarthLink to look into this matter and resolve this issue.
  
  We are sorry to know that the consumer canceled his EarthLink Wireless Home Internet services. In regard to unused data refund, we would like to inform the consumer, that EarthLink does not provide refund for any unused data. As per EarthLink policy **************************************************************************** (Schedule 4 Wireless Home Internet Service). Under Billing, Refunds: A non-refundable Processing & Handling Fee will be charged at the point of sale. EarthLink will not grant any refunds or credits for any unused data. Furthermore, the consumer could also check the cancelation terms and condition where its specifically mentioned that at the time of cancelation EarthLink does not provide any credits or refund on the account. Therefore, EarthLink respectfully denies any refund against the unused data.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced while trying to resolve this issue. The confirmation for this response is 595814796358. 
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/10/2025

  Type:Order 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 had called and signed up for EarthLink's fiber internet over the phone. When talking to the *** I was never once made aware of the fact that I was entering into a *********************************** through email. When I called in and decided to cancel my service I was then made aware of an over 200 dollar charge would be made to my credit card due to early cancellation despite not actually having entered a contract with EarthLink.

  

  Business Response

  Date: 02/11/2025

  Date: - 02-11-2025
  ****** ******* BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that he signed up for EarthLink internet services. The consumer complained that he was not made aware via phone or through email that this service involves a 12-month contract. The consumer states that he contacted EarthLink to cancel the service and at that time he was then made aware of this contract. He was informed that he would be charged $200 as his services were under a contract.  The consumer states that he has been charged $200 and would therefore like EarthLink to look into this matter. The consumer wishes to get a refund of the cancelation fee as he was not aware of the 12 months contract.  
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer had signed up for HyperLink internet service.The ***************** comes with a one-year contract with an Early Termination fee up to $200.   The EarthLink policy states, if the account is cancelled within the first year of service, the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our ********* customers.  The consumer was therefore charged the Early Termination Fee after canceling the account within term period.  We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. We apologize for any misunderstanding that may have happened at the point of sale. We have accordingly escalated the issue to the sales team and appropriate action will be taken.     
  
  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 refund $217.50 cancelation fee.  The refund amount includes taxes too. Please allow up to 3 business days for this refund transaction to complete.  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 *********. 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
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/07/2025

  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 ordered an EarthLink router home Wi-Fi system for $79.95. I never used it and I canceled my account with the representative. I returned the router in the same box. I got it in, but theywill not give me a refund because they say that shipping and handling and that is ridiculous that I should have to pay that kind of money shipping. I checked on their website and they say that they do refunds but when I talk to them, they said they dont do refunds because that shipping and handling to me that sounds very shady. I would like to get my money back if at all possible, but I can see why earthling has so many problems.

  

  Business Response

  Date: 02/10/2025

  02/10/2025
  ** *********** -BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she ordered home WiFi for $79.95. It is stated that she never used it and cancelled the account and the router was returned in the same box. The consumer states that she was told the shipping and handling fee will not be refunded. The consumer is seeking a refund of $79.95.
  
  On reviewing the account we see that the service was signed up for Wireless Home Internet. 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 invoice in advance. We are sorry to know that the consumer cancelled the service and returned the device. In an effort to resolve this issue we are making an exception to the standard policy and refunding the amount of $79.95. Please allow up to 3 days for the refund process to complete. The current status of the account is inactive as of 01/10/2025. The confirmation number for this response is ************.
  
  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:02/05/2025

  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 was a long time customer paying my monthly bill manually via bank check NOT by credit card and always overpaying a few dollars; sometimes not paying due to having such a large credit. A CC was required to be kept on file so I was forced to leave an outdated card on my account. After years of being a customer I contacted customer service November 2024 to close my account. I was told I had to provide a CC to refund the $200 credit. I said I would be happy with a check. I was told it was not possible. I contacted another department and was told someone would handle it. Three times I was told to wait. Now February 2025 I have not received my refund.

  

  Business Response

  Date: 02/06/2025

  Date: - 02/06/2025
  **** ********** - BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that he was a long-time customer with ********************** and has been paying his bills by check.  The consumer states that there was some amount of credit that was accumulated on his EarthLink account,as he used to pay an excess amount each month. The consumer states that he later got his account canceled and requested a refund for the excess credit amount that was accumulated.  The consumer states that he wanted a refund in a form of a check. The consumer states that the EarthLink representative informed him that it is not possible, and the refund issue has been escalated.  The consumer states that now it is February month, and he has not received his check.  The consumer would therefore like EarthLink to look into this matter. 
  
  We sincerely apologize for the inconvenience caused to the consumer.  On viewing the consumers account, we see that there was a credit of $200.05 accumulated on the account.  This amount got accumulated since the consumer was paying extra each month.  We do see that the consumer had contacted on November 16, 2024, requesting to cancel the account and also requesting a refund towards the accumulated excess amount.  As per the consumers request the account was canceled as of November 16, 2024.  There was also a refund of $200.05 placed on consumers **** card as of November 24, 2024.  As per our records this refund was placed on the credit/debit card which was updated by the consumer on the account.  In order to check the refund status, we would request the consumer to contact their **** credit/debit card company.  Normally a Credit or a Debit card is associated with one of their bank accounts and these cards might change but is still associated with the same bank account. If the consumer still claims that they have not received the refund after reconfirming with their bank.  We would then request the consumer to send a copy of their Credit/Debit card statements at my below contact email address. The period of statement could be from November 24, 2024,till date. We would request the consumer to send their statement as soon as possible, so that we could accordingly resolve the consumers issue quickly.  The confirmation number for this response is 203744159.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 02/07/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  

  The EarthLink representative is not being truthful. The ** on file has been inactive for several years and associated bank account closed.

  They have not refunded the money.

  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 02/07/2025

  Date: - 02/07/2025
  **** ********** 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 Credit card on which the refund was placed has been inactive for several years and also the associated bank account is closed. The consumer has mentioned his dissatisfaction with EarthLink representatives as he feels that they are not being helpful. The consumer would like EarthLink to look into this matter and accordingly resolve his refund issue.
  
  
  
  We sincerely apologize for the inconvenience caused to the consumer while he was interacting with our EarthLink representatives. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services.
  
  In regard to refund issue, we have escalated it to our concerned team.  We would like to inform the consumer that finally a refund check for $200.05 has been given for processing.  The consumer will receive this check within 4 to 5 weeks.  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 203744159.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/02/2025

  Type:Billing 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 internet service . Earth link never connected service. Earth link is charging me for service I never received. When I tried to cancel my account and service I was told I would be charged an additional $200.00. to disconnect. EarthLink is a scam.

  

  Business Response

  Date: 02/03/2025

  Date: - 02-03-2025
  ****** **** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that he signed up for EarthLink internet services. The consumer states that he was never connected to the internet.  The consumer states that however he was being charged for the service.  The consumer states that upon trying to cancel the service, he was informed that he would be charged a disconnect fee of $200.  The consumer in the final resolution would therefore like EarthLink to disconnect his services without an Early Termination Fee.
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer had signed up for HyperLink internet service.The ***************** comes with a one-year contract with an Early Termination fee up to $200.   The EarthLink policy states, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our ********* customers. 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, 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 $200 cancelation fee.  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 *********. 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
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/01/2025

  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.

  My optical cord messed up when I was moving stuff around. I took it out and went to ******* to get another one. The one fromWalmart does not fit. I have no cable and these people will not just drop off the cable to me or either mail it out to The last guy that came to my house was kicking at my dogs. I had to put them in the bedroom for him which then theytore up something in my daughters room. Im not doing that again Plus I dont want someone in here that is not gonna respect my dogs in their home. If they cant drop off a cable or mail one out, they need to cancel me without charging me the $200 fee because its something simpleand I dont need them to come in my house for every little thing.

  

  Business Response

  Date: 02/04/2025

  02/04/2025
  ******* **********-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that the optical cord was messed up when she was moving stuff around and tried to get it from ******* but it did not fit. It is stated that the tech person was kicking her dogs and she had to put them in the bedroom. The consumer states that she does not want someone who will not respect her dogs. If the cable cannot be dropped or mailed then she wants to cancel the account without charging $200 fee. The consumer states that she does not want anyone to come to the house for every little thing.
  
  We would like to apologize for any confusion or misunderstanding that may have happened. On reviewing the account we see that the service is signed up for high speed HyperLink internet access. A tech dispatch was needed to repair the damaged cord. The cable cannot be dropped or mailed because it needs laser precision fiber signals adjustments which needs to be done by the technicians. The technicians have been denied access. The technicians have reported that there are several dogs. The consumer needs to provide a safe access to the technicians to successfully repair the damaged cable. The service is under a term commitment of one year. As per the policy,if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. We request the consumer to contact our support team at ********** to re-schedule a tech dispatch to repair the technical issue. The confirmation number for this response is 203734597.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:01/31/2025

  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 the 11th of January, the Earthlink Internet service went out. We were given various restoration times that did not occur. The service was out until Monday, January 13th. I reported the outage along with the other customers. For all this time they were only offering 5 dollars and I been here with the company since 2020. This is an insult.

  

  Business Response

  Date: 02/06/2025

  Date: - 02/06/2025
  ***** ****** - BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the complaint the consumer states that her internet was down between January 11th to January 13th.The consumer states that for this downtime EarthLink only offered her a $5 credit despite of being with EarthLink for almost four years.  The consumer has mentioned her dissatisfaction with EarthLink in this regard. The consumer would like EarthLink to look into this matter.
  
  We sincerely apologize for the inconvenience caused to the consumer.  Due to certain technical circumstances,there was an outage issue in the consumers area. As per EarthLink policy,EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. The Service may vary depending on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .  However,we did provide the consumer a credit for three days internet downtime.  The credit is calculated and then posted by our system on the consumers EarthLink account. We would like to inform the consumer our systems are automated, and this procedure is applied to all the EarthLink customers.  The credit has arrived by dividing the monthly fee by number of days in a month.  For example,customers monthly fee is $47.32 a month divided by 31 days which is $1.53 per day.  Therefore, our representatives just put in the number of downtime days into the automated system.  The automated system according calculates and applies the credit on the account. 
  
  On reviewing the account, we do see that the consumer has not yet paid her monthly bill for $42.02 after adjusting the downtime credit for $5.30. The account is under closing as of February 8th,2025, that is by midnight February 7th, 2025, the account will get inactivated.  For now, as a courtesy, we are placing a credit of extra $10, so the consumer has to just pay $32.02 by tomorrow February 7th, 2025.  We would request the consumer to make this payment on time to avoid any reactivation or connectivity charges. We would also like to inform the consumer that we have not yet received the payment proof for the month of March 27th billing cycle and May 27th billing cycle.  We had placed a credit for these two months as the consumer had claimed in the previous BBB complaint that she had paid for these two months.  The consumer could send me the payment proof at my below contact email address.  The confirmation number for this response is 203743074.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
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