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 fromChauntavia B
Date: 01/14/2025
1 starChauntavia B
Date: 01/14/2025
This company scammed me out out $80. I thought I was paying the first months services but when i recived the equipment, I was asked to pay $100 for my first months bill!!! They now say the $80 I paid was a non refundable processing fee. The guy I started services with left out these details. Im so upset.
Earthlink, LLC
Date: 01/15/2025
Hello Ms. **************** am sorry Ms. **** was misled about the billing expectations regarding our wireless internet, as we do charge a one-time, non-refundable shipping fee of $79.95 at the time of the sale. Then to start the service the monthly charge has to be paid, but it seems Ms. **** was sold her internet plan from a third party who does not inform the customer of the billing process. I have refunded the shipping fee to Ms. ***** please allow seven business days for this refund to reflect back to the card on file. Again, I am sorry Ms. **** was misled regarding the billing process.
Thank You,
Samantha
ER Specialist IIIReview fromJoe A
Date: 12/21/2024
1 starJoe A
Date: 12/21/2024
I switched to EarthLink a couple of years ago because of Spectrums price hikes and failure to negotiate. EarthLink has been a nightmare. Sketchy WiFi connections that drop. Hidden fees and charges for rental equipment. Also false advertising of download speeds. I currently am dishing out over $80 a month. The current speed is 11.5 mbps. It took a week to backup my iPhone to the iCloud due to this speed. Consumers beware of this company.Earthlink, LLC
Date: 12/23/2024
Hello Mr. ******************** am sorry Mr. ******** is unhappy with his EarthLink internet due to the speeds as well as the charges on his bill. I was able to locate Mr. ********* account, and he has our 12mbs so that is why he would possibly be experiencing latency issues. Depending on the type of devices, how they are used, the location of the modem, and infrastructure these could all impact the speed and that is why we say, speeds up to. We do have a higher plan but in order to upgrade there would be a new contract. I have lowered Mr. ********* plan to $49.95 and the modem to $7.95 at this time. I do apologize because he is having issues with his internet connection as well as billing, so I hope since we lowered his plan, Mr. ******** sees that we do value our customers.
Thank You,
Samantha
ER Specialist IIIReview fromTeresa W
Date: 12/17/2024
2 starsWe purchased Earthlink when we moved to rural ******, we were told we had unlimited internet, which I guess they didn't lie but after 300 gb it drops to standard speed. Which means after that you can only have one device running on wifi or nothing will work. But you can buy more high speed internet 50 gb at *****. We do not have a household of internet hogs, there are two people here both over 60 and this is a racket for sure.Review fromJeremy v
Date: 12/16/2024
1 starJeremy v
Date: 12/16/2024
Im deeply disappointed with Earthlink and feel compelled to share my experience so others can make a more informed decision. I switched from **** because of their unreliable servicepoor cell reception and frequent internet outages. After researching alternatives, Earthlink seemed promising. A friendly sales associate assured me that their service was different, offering a dedicated line, no throttling, and high-quality routers. Since I live in a large house, I asked about mesh networks or extender, and the *** boasted about the performance of their top notch modems and he claimed their routers covered 3000+ square feet, so I should wait for installation before considering extra equipment. Ok, all sounded good and I was ready to get rid of ATT Day of the install was here and guess who showed up to my house. ****. I was shocked to learn that Earthlink doesnt provide its own infrastructure but rents lines from ****. This meant that despite switching, my service was essentially the same, and I had no access to modem settings. Earthlink doesnt offer an app or portal to manage network performance, speed tests, or adjustments. I was told to rely on their router, but I couldnt optimize my setup. Most providers let you manage your network, but Earthlink leaves you in the dark.Earthlink markets itself as a customer-focused alternative, but its just a middleman with limited control over service and equipment. If you value customization and customer support, ******************** isnt the right choice. I regret making the switch and will be exploring other providers that offer better service and support.Earthlink, LLC
Date: 12/19/2024
Hello ************************* am sorry ************* was not advised that the technician who would be installing his EarthLink internet would be from AT&T. Although we are using the infrastructure the internet that is being provided is that of EarthLink. As for the range that ************* was quoted, we advise the speeds are up to because there are many factors that can affect the speeds such as; weather, infrastructure, location of modem, type of devices, how they are used, how often they are used, or degraded lines. If ************* wants to access his modem he will need to go to a previously attached device and use this link *********************, from there he should have access as needed. We do have the EarthLink portal and there ************* can manage his account; however, when it comes to the speed test, he can use any speed test website for the information on upload/download speeds. We do work hard to provide the best customer service, but there are times where we might not provide what the customer is wanting for their needs; and for that I am sorry. It does look like we have lowered the internet plan to accommodate for the misinformation regarding the data. Again, I do apologize ************* was not given better expectations regarding his internet service, but we will do whatever we can to make sure to provide better customer service when he calls in regarding his account.
Thank You,
Samantha
ER Specialist IIIReview fromYvonne P
Date: 12/09/2024
1 starYvonne P
Date: 12/09/2024
Earthlink has used a bait and switch tactic in July 2024 I signed on with Earthlink fiber for $55 a month. I was not told I would have to pay an additional $15 a month for equipment. I was told I would receive 2 - $100 gift cards within 30 to 60 days for signing on. As of today, December 9, 2024 I have not received any gift cards. I have contacted Earthlink four times I was told it was escalated and I would receive The first gift card by Friday, December 6, which has come and gone and still no gift card. Then I was told to receive the second gift card. I must wait an additional 120 ******* my attempts to get a hold of customer service to rectify, this problem has been unsuccessful as they are impossible to get a hold of any live human being to speak with, I have left my number for callbacks only to receive none. This company has the worst customer service that I have ever encountered. I would just like to get my gift cards as promised when I signed up back in July 2024.Earthlink, LLC
Date: 12/12/2024
Hello Ms. ******************** am sorry Ms. ******** is frustrated with the information she was provided at the time of the sale, so I decided to pull the sales call. The sales agent did advise Ms. ******** that her plan would cost $64.90 before taxes, but the sales agent stated that there would be no modem fee. Since Ms. ******** was told he would not be charged for the modem, I have waived the modem fee for one year. As for the gift card, I do apologize Ms. ******* has not received it yet; rest assured I have sent up the request to have the first gift card sent, so please check the spam/junk folders as well for the gift card. Please be advised that the emails for the gift cards are sent out on Tuesday. Again, I do apologize there was a misquote of the price as well as the charges on the account.
Thank You,
Samantha
ER Specialist IIIReview fromJoseph F
Date: 12/05/2024
1 starJoseph F
Date: 12/05/2024
Do not use this company for internet. ***** turned into 97 and some change. The connectivity issues ive had are absurd. *** had better connection without paying for internet. They say unlimited but what they dont tell you is high speed data caps and severely throttled down speeds after. 66 hrs to download ***** gb of data is terrible. It is not worth 100 a month i promise you. This company should be put out of business for scamming people honestly. They offer an extremely useless product. My kid cant even get online schooling done because of the low speed issue. Dont waste your money or timeEarthlink, LLC
Date: 12/09/2024
Hello Mr. ******************* apologize because Mr. ******* was misled about the internet service he would be getting. It seems Mr. ******** internet was sold by a third-party vendor, which is still not acceptable. The service Mr. ******* purchased was our wireless internet which is data-capped and once that data cap has been reached then the speeds will drop; even the unlimited plan. If someone is a heavy internet user, we would never recommend our wireless internet as it is data capped. I am sorry Mr. ******* was sold an internet plan that would not hold up to the amount of internet usage, so I will be reaching out to him to see how he would like to proceed.
Samantha
ER Specialist IIIReview fromDenisha H
Date: 12/05/2024
1 starDenisha H
Date: 12/05/2024
This company has horrible internet service. I was given misinformation about my billing cycle as well. Upon signing up, I asked the agent when I would have to pay the first bill, was told about 30 days from signup, and was presented with an almost $100 charge in order to even activate my in home internet service once the equipment arrived. I was upset because I wasnt told about this and needed the service to work from home. I also phoned them to speak with a supervisor and was told one wasnt available and would call me back after a meeting, no call was received. The service speed is horrible even during high speed periods and even slower after you exhaust your allotted faster speeds. I canceled my service a month in, officially. I asked for the partial refund I was offered a month prior and was told I wouldnt be getting it due to me being in a new billing cycle and refusing to pay for upcoming services of which I was canceling anyway. Signup at your own risk.Earthlink, LLC
Date: 12/06/2024
Hello Ms. ****************** am sorry your internet service was horrible, and your customer experience was not that of ********************** standards. As for the billing we charge a shipping and handling fee and the time of the service, and then to activate the service the monthly charge has to be paid. As for the speeds with our wireless internet, the data is capped and then once the data limit has been reached the speeds will slow down. Regarding the speeds it can depend on weather, infrastructure, modem location, local towers, internet traffic, as well as defective equipment; all of these are out of EarthLinks control. I have issued you a full refund of the monthly charge, please allow five business days for this to reflect back to the card on file
Thank You,
Samantha
ER Specialist IIIReview fromAshley G
Date: 11/29/2024
1 starAshley G
Date: 11/29/2024
They have really bad internet. I asked to cancel two days after I hooked it up and they only gave me 60 dollars back. They took 80 out of my account for shipping!!! They also took 95 as soon as I plugged it in. They put 59 dollars back in my account and won't give me the 80 back. They are complete rip offs.Earthlink, LLC
Date: 12/02/2024
Hello Ms. ***************** am sorry Ms. ***** was unhappy with her internet service, and because of that she wants a full refund. It seems that Ms. ***** purchased our wireless internet which is data capped and once the data limit has been reached the speeds slow down. The terms and conditions which were gone over prior to the sale, and they were also emailed after the sale and can be located at ****************************************************************************; which go over the refund policy. Again, I am sorry Ms. ***** was unhappy with the internet service and wants a refund but due to our policy which was advised we are not able to provide her with any other refunds.
Thank You,
Samantha
ER Specialist IIIReview fromCodie T
Date: 11/22/2024
1 starCodie T
Date: 11/22/2024
When I signed up for earthlink on the phone I was told I had the first month free. I have had to pay every month including the one where I was supposed to get it free and have called customer service multiple times just for them to tell me they don't offer first month free. They record all the phone calls and should be able to go back to the call and see where I was told I would get the first month free so I asked them to go check the call and was told they don't have access to the phone calls. This company is just a bunch of liars and scammers and will not hold up to their promises I do not recomendEarthlink, LLC
Date: 11/25/2024
Hello Mr. ****************** am sorry Mr. ****** called in to have someone pull the sales call and each time the agents did advise him they were not able to listen to the call, which is the truth. Yes, the calls are recorded but not all agents are able to listen to these calls. I did pull the call and listen to the call and the sales agent informed Mr. ****** of the best option for plans, that this is a contracted plan with an early termination fee, that there were no credit checks, or deposits, and she most important she advised Mr. ****** that he would be charged his first months bill at the time of installation. I do apologize Mr. ****** did think he was getting a month free of service, but he was told that he would be charged at the time of installation, and that he would be under contract.
Thank You,
Samantha
ER Specialist IIIReview fromEugene W
Date: 11/14/2024
1 starEugene W
Date: 11/14/2024
I was told that when I started service, that when I move it would work in the new are I moved to. Turns out they knew it. And I had to turn in my equipment. I was told by customer service that the $200.00 early termination fee would BE WAIVED. They put no information in all the calls with customer service to several people who have to send a text prove who I am...crazy. So they LIED. I will never use Earthlink or suggest them to anyone.Earthlink, LLC
Date: 11/15/2024
Hello Mr.******** *************** am sorry **************** was told that his service would relocate when he moved and because we are address specific the service would not relocate so he had to cancel and thus he was charged the early termination fee. It seems that a third-party vendor sold **************** his internet so that is why he was not provided the correct information. I am sorry **************** was not given accurate information which caused his to be charged the **** Since *************** was not provided the correct information I have refunded him the early termination fee back to the card on file. We ask that he gives seven business days for this refund to relect back to the card on file.Again, I am sorry for the frustrations this caused ****************
Samantha
ER Specialist III
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