Reviews
This profile includes reviews for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 303 Customer Reviews
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Review fromkendra M
Date: 06/20/2025
1 starkendra M
Date: 06/20/2025
I HAVE BEEN WITH YOU ALL FOR LESS THAN A MONTH . WHEN I 1ST SET UP THE GUY DIDNT TELL ME THE $80 I PAID WAS ONLY FOR SHIPPING . I HAD TO STILL PAY THE FIRST MONTH WHEN I GOT THE BOX IN ORDER TO USE THE INTERNET . (WASNT TOLD THIS AT ALL ) I WAS ALSO NOT TOLD THIS IS NOT UNLIMITED INTERNET AND ONCE ITS RAN OUT YOU NO LONGER HAVE INTERNET .. WHAT KIND OF SCAM IS THIS GOING ON . WHEN I SET THIS UP THE FIRST ***** ASKED ME WHAT I WOULD BE USING IT FOR I TOLD HIM TV WATCHING, ONLINE GAMING ,TABLETS,PHONES ETC WILL BE ALL CONNECTED AND HE GURANTEED ME THAT THIS SERVICE PLAN WOULD BE SO GREAT , HE LIED ! HAD I KNOWN I WOULDVE NEVER CHOSE YOU ALL TO PROVIDE ME SERVICE, ONE OF THE *****S WOULDNT EVEN ALLOW ME TO TALK ! MY APP HAS BEEN GIVING ISSUES AS WELL ON TOP OF THAT THIS WAS ALL FALSE ADVERTISMENT AND YOU ALL HAVE OFFICALLY LOST A CUSTOMER .
Earthlink, LLC
Date: 06/23/2025
Hello Ms. ********************* sorry to hear that Ms. ******** feels she was misled at the time of sale due to misinformation from the sales agent. I reviewed the sales call, and the agent did inform Ms. ******** of the one-time $79.95 fee for modem programming, which also includes the cost of shipping. The agent also explained the activation charge and clarified that the shipping fee is non-refundable in the event of cancellation.
However, I did note that the agent did not adequately inquire about Ms. ******** internet usage. Given that she is a gamer, the wireless plan offered was not the most appropriate option for her needs. I sincerely apologize that she was not given accurate expectations regarding data usage, nor a clear explanation of the billing process.
As a courtesy, I have issued a refund of $86.31 to the card on file. Please allow up to seven business days for the refund to reflect on the account.Thank You,
********
ER Specialist III
Review fromAlec D
Date: 06/19/2025
1 starAlec D
Date: 06/19/2025
Since signing up for Earthlink service I've experienced very questionable practices.When signing up, they promised me a certain monthly fee, and even a $200 **** gift card as a sign-up bonus. After two billing cycles, my monthly fee had suddenly raised by $40 dollars. It turns out half of that was for tech/equipment fees they hadn't told me about on sign-up. And the other half was for brand new "tech support" services they had enrolled me in without my consent. They eventually unenrolled me in those completely unnecessary "services". So my monthly fee went down. BUT was still not as low as what I was promised at sign ***** for the **** gift card. When trying to get it, I was met with sudden time requirements I was never told about; many, many frustrating chats and phone calls with customer service, and a very difficult process of printing out forms and mailing them in. After MUCH delay I got a Mastercard gift card (not ****). BUT it was only for half the amount promised $100. I'm still trying to get the other half. I'm currently searching for a different internet provider that doesn't treat customers like this.Earthlink, LLC
Date: 06/20/2025
Hello *** *******,
Im sorry to hear that *** ******* is unhappy with his monthly charges compared to what he was advised at the time of his internet purchase. Upon reviewing his account, I see that he was enrolled in additional services that he did not request during the sales call. These services have since been canceled, and the associated charges were credited back to his account.
The recent changes *** ******* is seeing on his bill are due to those credits being applied and then fully used. Regarding any new administrative fees or price adjustments, we do provide notice 30 days in advance of any billing changes.
For more details about billing practices and service terms, *** ******* can refer to our Terms and Conditions here: ****************************************************************************.
Additionally, I checked the status of *** ******** final gift card, and he should be receiving an email today with instructions on how to redeem it.
Again, I apologize for any frustration *** ******* has experienced, and I hope this information helps provide some clarity.Thank You,
Samantha
ER Specialist IIIReview fromBarbara A S
Date: 06/14/2025
1 starBarbara A S
Date: 06/14/2025
I have had many bad experiences with EarthLink. I don't think that anyone else should get involved with them!Earthlink, LLC
Date: 06/16/2025
Im sorry to hear that Ms. ******** had a negative experience with EarthLink. Upon reviewing her account, I see that she was using our wireless internet service but encountered ongoing connectivity issues, which ultimately led to her decision to cancel.
Ms. ******** was previously promised a refund of $101.02; however, it appears that refund was never processed. I sincerely apologize for this oversight. I have now issued the refund of $101.02 to the card on file. Please allow up to seven business days for the funds to reflect.
Again, I regret that Ms. ******** had a disappointing experience. At EarthLink, we strive to provide the best possible service to all of our customers, and we will use this as an opportunity to improve.Thank You,
********
Executive Relations Specialist
Review fromBob G
Date: 06/03/2025
1 starBob G
Date: 06/03/2025
I had EarthLink come and hookup my internet and an ************ tech showed up to hook it up. The ********* said they are an affiliate company. I later switched to **** to get a phone internet bundle and again was told EarthLink was an affiliate company. I noticed a few months later Earthlink was still collecting $99 per month via autopay and when I called to ask for reimbursement, they told me they would not reimburse. Now I have to go to small claims court.Earthlink, LLC
Date: 06/04/2025
I understand that *** ******** switched to AT&T after one of their technicians recommended the change and offered a bundled service. While it is true that EarthLink uses AT&Ts infrastructure, the internet service itself is provided by EarthLink.
Because *** ******** accepted the bundled service from AT&T without notifying EarthLink of his intent to cancel, his EarthLink internet service remained active, and billing continued accordingly. Since we did not receive any communication or formal cancellation request prior to June 2, 2025, the account remained open.
As a result, we are unable to offer a refund for the period prior to the official cancellation date, as the account was still active and no cancellation notice had been provided by *** ********.Thank You,
********
ER Specialist III
Review fromDiandrea S
Date: 05/31/2025
1 starDiandrea S
Date: 05/31/2025
I have been w/o wifi for over 5 days. My connection issues began on ****** 23rd. the **** worked but the connection was spotty. Sat May 24th the connection remained spotty. I unplugged my router&reconnected &that seemed to work for part of the day. I ended up doing this about 3times Sat the 24th b4 contacting them by chat that night. I was unable to speak w/ anyone as they kept sending me pre written responses advising me to call tech support. Which did not take calls until 9am. Problem. My work shift began at 6am that day. I attempt to trouble shoot on my own. To no avail. 9am rolls around. 3 hours after I was supposed to be at work. Im finally able to call. They trouble shoot&it works. For a few min& its back down again. This persist until Mon when I wake up again for a 6am shift. NO internet at all. Day 2 of my work day being interrupted. Again Im unable to contact them until 9am. 9 am rolls around I contact them.This time I was pissed!My WiFi had been unreliable at this point for over 2 days!They still suggested troubleshooting over the phone.Which did not work! My bill was due by May 30th to avoid disconnection on May 31st which was slowly approaching. I refused to pay until my issue was resolved. I ended up missing work&then having 2LEAVE MY HOME &travel to a diff location to use WiFi on MonMay 26th. When I spoke to someone on Tues 27th I told her I was done troubleshooting& needed a tech at my residence. The next appt was not until FriMay 30th(the same day my bill is due). We stayed at a hotel for3days as a result. I ***. I expressed how unacceptable this was. Internet restored Fri evening. I refused 2pay until my balance was appropriately adjusted. The lady said she wouldnt be able to count the days my WiFi was out prior to my first call w/o tech support which didnt open until 9am on SatMay 31st.They disconnected my WiFi before morning. We had not had the internet working for more than 8hrs. . Will be canceling immediately at 9am. Never again!!!Earthlink, LLC
Date: 06/02/2025
Im sorry to hear that Ms. ******* was without internet service for a few days. After reviewing her account, I found that billing issues were the cause of the service interruption.
Once those issues were resolved and credits were applied to the account, her ******************** service was restored. These credits are a one time courtesy since Ms. ******* has been a customer with us for one year. I have also adjusted her monthly rate to $59.95 plus $7.95 for equipment, effective for the next six months.Thank You,
********
ER Specialist III
Review fromKevin H
Date: 05/20/2025
1 starKevin H
Date: 05/20/2025
Pro: user friendly design.Con: my email gets hacked often because there's no 2-factor text authentication option, & if hacker changes phone# then only way to fix is calling customer service which is only open during daytime business hours, they advertise 24/7 tech support but it's just an AI suggesting FAQ script not an actual person that can verify account to reset password ??Earthlink, LLC
Date: 05/22/2025
Hello Mr. *************** glad to hear that Mr. ***** finds the design of our webmail user-friendly. However, I understand his disappointment regarding the perceived lack of 24/7 support. To clarify, we do offer 24/7 support; however, after 9 PM EST, support is more limited. Due to security protocols, our chat agents are unable to perform certain actionssuch as resetting email passwordsbut they can submit a ticket for our department to follow up directly with the customer. Regarding ******** Authentication, we do have security measures in place to protect our customers' email accounts. These can be managed and configured through the customer portal. ********************** remains committed to safeguarding our customers accounts and continuously strives to protect them from potential security threats.
Thank You,
********
ER Specialist III
Review fromCarol W
Date: 05/11/2025
1 starCarol W
Date: 05/11/2025
The worst customer service ever. They lie to customers. I told them that I was not satisfied with their customer service. On the phone the *** told me that I could cancel at any time. When I called to cancel my service, they said that I will owe them $200 for an early cancelation fee. I told them that I did not sign a contract. I am reading over the welcome package to see if it in a very small location. These people are scammers. I do not recommend.Earthlink, LLC
Date: 05/13/2025
Hello Ms. ****************** want to sincerely apologize that Ms. ****** was not satisfied with her recent customer service experience when she called to cancel her plan. While we do allow customers to cancel at any time, plans that include a contract are subject to an Early Termination Fee (ETF) if canceled before the contract term ends.
To ensure Ms. ****** was properly informed, I reviewed the original sales call. During that call, the agent clearly advised her that the plan included a 12-month contract and that an *** would apply if the account was canceled early. This information was also provided to Ms. ****** prior to her authorizing the sale, and the agent made sure to review those terms with her.
While I regret that the experience did not meet her expectations, I can confirm that the contract terms, including the **** were properly disclosed at the time of sale.
Thank you for allowing us the opportunity to review this matter.
Thank You,
Samantha
ER Specialist IIIReview fromBrenda L
Date: 04/21/2025
1 starBrenda L
Date: 04/21/2025
Contacted EarthLink about Internet service. I told that it was $79.95 to start the service. My husband and I decided to keep the service we have. Call them the same day to cancel and no answer. Called the next morning to cancel and was told my money couldn't be refunded, which was not explained in the initial call. Disputed through the bank and still was told they were authorized even after I called and cancelled the service. Now I'm out of $79.95 and have absolutely nothing to show for it. Worst mistake I made. Just make sure this is the service you want because they will not refund your money even if it's within ************************ my opinion.Earthlink, LLC
Date: 04/22/2025
Hello Mrs. ******************** apologize for the inconvenience caused when Mrs. ******** contacted us to cancel her Earthlink wireless internet service and was informed that the shipping and handling fee would not be refunded.
While our standard policy, as outlined in our Terms and Conditions, states that shipping and handling fees are non-refundable once the service has been activated and subsequently canceled, we recognize that Mrs. ******** canceled her service promptly and should have received a full refund.
To resolve this, I have issued a full refund of $79.95 to the card on file. Please allow up to five business days for the refund to be reflected in the account.
Once again, I sincerely apologize for the oversight and any frustration it may have caused.
Thank You,
Samantha
ER Specialist IIIReview fromBrittney T
Date: 04/18/2025
1 starBrittney T
Date: 04/18/2025
Wouldnt recommend. Not only is their WiFi horrible, their customer service is too.Earthlink, LLC
Date: 04/21/2025
Hello Ms. ******************* sorry to hear that Ms. ******* wireless internet did not meet her needs, leading her to cancel her service. I also understand she had an extremely disappointing experience with our customer service. Its unacceptable that the agent did not listen to her concerns and that she had to repeatedly explain why she wished to cancel her account. Please accept our sincere apologies for the frustration this caused. After listening to the call and understanding Ms. ******* internet needs our wireless internet was not an option that should have been sold to her. It seems that a third-party vendor sold the plan to Ms. ****** because EarthLink agents would not sell the service due to the gamers, as well as the many devices attached and how the devices would have been used. Since this is the case, I refunded $22.43 to the card on file. Then when the modem is returned, I have notated to refund Ms. ****** the shipping and processing fee of $79.95. Again, I do apologize Mr. ****** had a less-than-ideal experience with our internet and customer service agent.
Thank You,
Samantha
ER Specialist IIIReview fromJamar P
Date: 04/16/2025
1 starJamar P
Date: 04/16/2025
I have unlimited data and its a cap of 300gb once that run out my speeds go to one thats not unlimited thats very slow yall just taking our money thats false advertisingEarthlink, LLC
Date: 04/17/2025
Hello *** *********,
I'm sorry to hear that *** *********** EarthLink internet service did not meet your expectations. Please note that the internet plan *** ********* was using is our wireless service. While it is advertised as unlimited, it is subject to data caps. Once the data threshold is reached, the speed is reduced, which may have affected your experience.
********
ER Specialist III
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