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

  
• 

  ITC Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Deltacom Long Distance Service

  245 W Airport Blvd Ste A Pensacola, FL 32505-2254

• 

  Earthlink, LLC

  80-02 Kew Gardens Road Kew Gardens, NY 11415

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:08/03/2025

  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.

  EarthLink WiFi Internet provider failed to remedy the modem/router problem that resulted in services being disrupted. EarthLink failed to schedule a technician to come out and fix the issue. Upon my notifying Headquarters to raise these concerns, no solution was provided. Instead, EarthLink egregiously without merit wrote in the system that my address was unserviceable. Simply, EarthLink discriminated against my address or location when they illegally stop servicing my address with Internet. No authorization was given to disconnect or canceled service without consent at my address of location. Because EarthLink refused to restore internet services at my location without justification, is discriminatory. I am seeking a written apology as well as compensation for deliberately not restoring services nor resolving the connection issues. Additionally, I am seeking a detailed explanation as to why my address of location was illegally labeled unserviceable by EarthLink. This is a negative connotation and must be removed from their system and replaced with serviceable. These actions taken by EarthLink Internet Company violates my Civil Rights as well as my constitutional rights. Finally, my complaint must be addressed immediately with the aforementioned resolve. ******.

  

  Business Response

  Date: 08/05/2025

  Date: - 08-05-2025
  **** Nea BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that EarthLink as an internet provider failed to remedy in providing technical support that resulted in services being disrupted. The consumer states that EarthLink failed to schedule a technician to come out and fix the issue. The consumer has mentioned her dissatisfaction with EarthLink for canceling her account as her address was treated as not serviceable.  The consumer is therefore seeking a response from EarthLink as to why her location as not serviceable.  She is also looking for a written apology as well as compensation for not restoring her services.
  
  We apologize for the inconvenience caused to the consumer and we are sorry to know that due to certain technical circumstances, the ***************** could not be provided at the customers address.  We had sent a request to our vendor AT&T team and unfortunately found that the service could not be provided to the consumer due to certain technical issues. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control.   As per EarthLink policy EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. 
  
  However, the consumer could sign up for Wireless Home Internet service with EarthLink and which is available in the consumers area. They could reach our Wireless Home Internet department at ************* between 9 am to 6 Pm. Eastern, Monday to Friday.  Before signing up the consumer could check with the representative about the features and benefits of this service, as this service has a data cap. Lastly if the consumer has any other queries, they could contact me at my below contact email address. The confirmation number for this response is 204110508.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23693032
  I am rejecting this response because:
  I am vehemently rejecting this response for replete reasons commencing with the fact that EarthLink is being dishonest in their response. Secondly, Im rejecting their response because no technical issues were raised nor visible at the time the request was made.
  

  Thirdly, the technician never showed up initially to my address thus no attempt was made to resolve aso-called technical issue.
  

  Fourthly, EarthLink purposely failed to mention that my initial service was erroneously terminated without authorization and upon repeated attempts to get my services restored. I communicated to the EarthLink Representative my tenure with them had been 2 years of receiving Wifi/Fiber Internet services.
  

  In this regard, how then can my address be deemed unserviceable when in fact services had been provided for 2 years; make it make sense. For example, the Atlanta EarthLink Representative stated the following,your address is unserviceable. This representative provided no further information as to why my address was deemed unserviceable.
  

  Furthermore, I inadvertently contacted another internet provider name AT&T and this company who works with EarthLink denied services at my address for no apparent reason. These actions exhibited by EarthLink and their parent company AT&T illustrates deliberate and intentional unfair business practices thus resulting in discriminatory practices at best. I therefore, unabashedly, unequivocally, and unapologetically reject EarthLinks response.
  

  Nevertheless, I am thus demanding Wifi internet services be restored at my address without any installation fees as soon as possible or this issue shall be escalated to legal actions.
  

  Lastly, Im simply appalled by this type of unwarranted behavior from EarthLink. Its absolutely disgusting and completely unprofessional and unacceptable.

  Salaam 

  **** *****
  

  
  
  
  

  

  Business Response

  Date: 08/05/2025

  Date: - 08-05-2025
  **** ***** BBB Rebuttal # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer has rejected the response stating that EarthLink is deliberately not providing services to her.  The consumer states that she contacted another provider AT&T and they did not provide services to her without any reason.  The consumer has mentioned her dissatisfaction in this regard and has requested EarthLink to restore her internet service back. 
  
  We do understand the consumers frustration, as mentioned in the previous response that due to certain technical limitations, services cannot be restored. We would like to educate the consumer that EarthLink has tied up with the phone companies who have laid out their lines in that particular area.  If for some reason the service cannot be provided by them due to certain technical issues that might hamper the consumers internet.Then there is nothing that EarthLink could do about it, as EarthLink uses their lines to ultimately provide internet service to the consumer.  
  
  In regard to the complaint where the consumer states that EarthLink is deliberately not providing internet service to her.  We would like to inform the consumer that EarthLink would have then, not given her an option of signing up with EarthLinks Wireless Home internet service.  We would like to assure the consumer that EarthLink would love to keep their customers who are willing to stay with us for a long time. We would therefore advise the consumer to please contact EarthLink as soon as possible to get the Wireless Home internet service. We apologize for the inconvenience caused to the consumer in this regard.  The confirmation number for this response is the same 204110508.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23693032
  
  I am rejecting this response because: 
  Earthlink has committed fallacies with their inconsistency in failing to provide evidence that the current address is unserviceable. In this vein, how can EarthLink provide Wireless Internet ************ when they have indicated the aforementioned address is unserviceable? 
  

  Additionally, EarthLink enunciated that services will not be restored; however, in the same breath extends an invitation to provide Wireless Internet ************. Logic holds that you refused to restore services(which is an acknowledgment of wrongdoing) at the current address, you also would deny me Wifi Internet ************ as well, right? Thus, contradictions abounds.

  Salaam

  ****

   

  
  Sincerely,
  
  **** Nea

• Initial Complaint

  Date:08/02/2025

  Type:Service or Repair 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.

  Earthlink caused me to lose my job last month because they don't grant extension or payment arrangements I work from home a rely on my internet they disconnected it and that's the reason I lost my job now I have contacted them again for an extention to start a new job and they say no so they either work with me until I can pay or they can pay the wages I lost because of their actions

  

  Business Response

  Date: 08/04/2025

  08/04/2025
  ******** ********-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that EarthLink caused her to lose her job because she was not given extension for payment. It is mentioned that she works from home and relies on internet but got disconnected. It is stated that she has contacted again for extension to start a new job but it was declined and asked to pay.
  
  On reviewing the account we see that the service is signed up for high speed internet access. The charges on the account are rejected multiple times and the account has been previously protected till 07/11/2025. Accounts can be protected only once in a 30-day time period. The invoice dated 07/26/2025 for $149.12 was rejected. After the ***** period it was set to close as of 08/06/2025. As a special consideration we have protected the account till 08/14/2025. We request the consumer to pay before 08/14/2025 or the account would automatically inactivate on that date. The billing process is automated and no one can access it without verifying account ownership first. EarthLink has provided the option to change the bill cycle date. Once the past due balance is cleared the consumer can contact our customer service team and select a bill date that will be most suitable for monthly payments. EarthLink makes all reasonable efforts to provide high quality service with award winning support. The confirmation number for this response is 204110069.
  
  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:
  *************************************

  Customer Answer

  Date: 08/05/2025

   
  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:08/02/2025

  Type:Billing 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.

  The employee I spoke with assured me that after the first failed payment attempt that I had a ***** period til the 4th of August and that my card would not be charged again until the end of the ***** ******* The manager tried to claim otherwise and said the supposedly sent an email saying they had autopay as part of a policy and that their autopay would charge everyday until the account balance was dealt with. I never recrossed email nor was told by the fist employee I asked to make sure that wasnt the case after being told my bill was due and I wasnt going to be charged again until the 4th. I was told to seek council from my bank to dispute this discrepancy and that the company wouldnt not refund something for the first months bill amount regardless of their first employ lying over the phone about not being charged again.

  

  Business Response

  Date: 08/04/2025

  Date: - 08-04-2025
  ******* ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  In the complaint, the consumer states that she was misinformed by the first ******** that she had a ***** period until 4th August, till then she would not be charged. However, her bank account was charged before 4th of August.  The consumer has therefore mentioned her dissatisfaction with EarthLink in this regard. The consumer states that upon contacting EarthLink, she was informed that her card would be charged every day until the account balance was dealt with.  The consumer states that she was informed to contact her bank in regard to this charge.  The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the miscommunication that might have happened during the signup. EarthLink takes feedback like this quite seriously and we will address any failure to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect.
  
  
  In regard to payment getting charged until the account outstanding balance is paid. 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..    This system is automated and its applicable to all our EarthLink customers. So, therefore the system will automatically charge the card on file until the outstanding balance is due on the account.  
  
  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service. As per EarthLink policy, once the service is installed, the consumer gets charged for their internet service in advance. So, when the consumer signed up for a new ****************** the consumer initially got charged towards installation fee of $24.95 which may include taxes.  This amount is paid to the installer to personally visit the consumers premises to install their services. Once the installation is completed the consumer is charged for the internet service in advance. The consumers internet service was started on July 29, 2025. The consumers billing cycle is therefore the 29th of each month, so every month the consumer would be billed on this date. The consumer was therefore billed for $69.13 on July 29, 2025.  The next bill will be generated on August *******. EarthLink therefore declines any refund as the bill charged to the consumer is legitimate.
  
  However as courtesy and for the miscommunication that might have happened during the signup. We have decided to refund the $69.13.Please allow up to 3 days for this refund transaction to complete. We would request the consumer not to dispute the above charges paid to us, as there would be issues in refunding the amount back to the consumer. The consumers billing cycle is the 29th of each month. The consumers next bill would generate on August 29, 2025, for $69.13, so we would request the consumer to keep a sufficient balance on the account. The confirmation for this response is 204110180.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/29/2025

  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.

  July 14, I made a complaint about earthlink's false advertising. I was refunded ship and handling fees and my account closed. However, im still having them bill me for $101.24, or at the very least try to. Why are they still doing that if my account is closed? I am making another formal complaint and a request from BBB to knock their score to a C. Have them verify that my account is closed, and if its not, then close it promptly. I also want them to take my card off their site so I will not be getting billed from them again. This entire situation is sketchy at best and requires a further probe into what type of business they are!My previous complaint #********.

  

  Business Response

  Date: 07/30/2025

  Date: - 07-30-2025
  ***** ***** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that she had canceled her services with EarthLink. However, she received a bill from EarthLink for $101.24.  The consumer has mentioned her dissatisfaction with EarthLink in this regard.  The consumer would like to make sure that the account is canceled. The consumer has also requested not to bill her any further.  The consumer is seeking a resolution from EarthLink in this regard.  
  
  We apologize for the inconvenience caused to the consumer.  We have accordingly escalated the issue to the concerned team and appropriate action will be taken.  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.
  
  The account is inactivated as of today July 30, 2025, and there would be no further billing unless the consumer does not return the router.  We have also emailed the return label to the consumers contact email address mentioned in the BBB complaint.  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.  There is zero outstanding balance on the account and the consumer could ignore the bill for $101.24 as adjustments has been made on the account. In case if consumer has a query in regard to this account, the consumer could contact me directly at my below contact email address. The confirmation for this response is 679051529608. 
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/29/2025

  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 purchased the internet service with EarthLink. Could never connect to the system to process the termination I made several calls to EarthLink and am told their system is down and cannot process my request I try calling them the following day and cannot speak to an agent. There is no email address to send request and never get a call back

  

  Business Response

  Date: 07/30/2025

  07/30/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she purchased the internet service with EarthLink but could not connect. It is stated that she made several calls to terminate the service but was told that the system is down. It is further stated that there is no email address to send a request. The consumer is seeking a resolution.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry to know that the consumer would like to cancel the account as she could not connect. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We apologize for the difficulties experienced while trying to contact customer service. ********************** experienced technical issues with the system. EarthLink does not accept account cancellations via email. It is very important that we can verify a cancellation request is authentic. Unfortunately, email headers can be forged in a way to impersonate an individual who may not wish to have their account inactivated. In order to reduce any unintended service interruptions we prefer to limit avenues of cancellation to Telephone.
  
  As requested the account is inactive as of 07/30/2025. 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. A refund in the amount of $65.89 has been processed. The refund will reflect in the credit card statement in up to three days. A return label has been sent to the contact email address on file. The consumer must use the return label to send back the device to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer can contact me at the email address given below or call EarthLink at ************-select option 1 to mark the return as complete. When the return shipment process begins the charge of $39.95 will be refunded. We would like to assure all our consumers that EarthLink strives for better customer experience. The feedback is appreciated and we take every opportunity to improve our staff and services. The confirmation number for this response is 679051510396.
  
  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: 07/31/2025

   
  Better Business Bureau:

   

  thank you for your assistance. 
  much appreciated 

  
  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:07/28/2025

  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 bought thier internet router, and added internet. I spoke to the lady on the phone about internet usage, and my needs, she suggested the package of 100gb, she told me there there no way I would use that with in the time frame of our next rest for the internet. I got it set up, on June 25, it it now June 28th and all the internet is used in 3 days at 50 dollars. That's impossible we don't steam that much and we were gone all day Saturday. So I so called to cancel service and also about a refund. All of a sudden they are having technical difficulties after I told them to take my card off the account, then I asked to speak to a manager and they told me that they were busy. No resolve, they are avoiding the problem and I am highly upset.

  

  Business Response

  Date: 07/29/2025

  Date: - 07-29-2025
  ******** **** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that at the time of signup, she was misinformed about the monthly data usage. The consumer states that she was offered a 100 Gb plan, stating that it would be sufficient for her internet usage. However, the internet data was over within 3 days of internet usage. The consumer has therefore mentioned her dissatisfaction with EarthLink in this regard. The consumer in her resolution would like to cancel her services and has requested a refund of $134. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconvenience caused to the consumer.  We would like to inform the consumer that at the time of signup our Sales ***resentatives 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 would like to inform the consumer that measuring data usage is a complex calculation.   Data usage is only measured in terms of what kind of website or internet application the consumers are accessing. Other reason for high data usage could be found when there is more than one device connected to the internet.  Please note that in order to save data, the consumer while not using the internet should not leave the router ON while sleeping or away from home.
  
  As per our records the consumer was signed up for a Wireless Home Internet service for a 100 Gb internet plan.  On reviewing the payment records, we found that the consumer has only made two payments to EarthLink.  The consumer was charged $39.95 at the time of signup for one time processing and handling fee. This payment was done on July 21, 2025.  The second payment of $66.12 was made on July 24, 2025, towards 100 ******* plan. The total amount was $106.07 and not $134 as mentioned in the BBB complain. As per EarthLink Wireless Home Internet policy, the processing & handling fee is non-refundable.  We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale, so therefore this amount is not refundable.  In regard to refund request for the payment made towards the 100 *******.We would like to inform the consumer that the complete internet data has been used up. Therefore, the consumer is not liable for any refund against the internet data fee.
  
  However, as an exception for the misunderstanding between the sales *** and the consumer, we have decided to provide a refund of $39.95. Please allow 3 to 5 days for this refund transaction to complete. The account is inactive and there would be no further billing unless the consumer does not return the router.  We have also emailed the return label to the consumers contact email address.  We would like to inform the consumer that she will have 30 days to return their router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $400. In case if consumer has a query in regard to this account, the consumer could contact me at my below contact email address.  The confirmation for this response is 679050745217. 
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair 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 noticed I'm being charged a $1.00 administration fee every month. I was never notified or agreed to this fee. I've tried to reach out to customer service but have received no help. I want the fees refunded and explained. This is against the law to add surprise fee's to people's bills without their knowledge. As long as I'm on a pre-paid plan I have very little issues but as soon as I get off the customer service is horrific. Ive been with Earthlink for 24 years and every year the service gets worse and worse.

  

  Business Response

  Date: 07/31/2025

  07/31/2025
  Berk Hammer-BBB # ********
  EarthLink Acct # *******
  Acct status: Active
  
  The consumer states that he noticed a charge of $1.00 admin fee every month. It is stated that he was never notified or agreed to this fee. It is mentioned that it is against the law to add surprise fee to the bill without knowledge. The consumer is seeking a refund and an explanation.
  
  On reviewing the account we see that the service is active for Premium email with extra storage space. The Admin fee notifications were sent to the consumers in their monthly invoice. Were committed to ensuring the consumer receives top-notch service and covers a variety of benefits, like technical support through chat and SMS and U.S. based support when requested. Since the account was prepaid for one year, the consumer did not get charged for the Admin fee during that time. After the prepayment term expired the consumer started getting billed on a monthly basis and therefore as designed by the system the consumer got charged for Admin fee. As per the records when the consumer contacted our support team prepayment was renewed for the ************** The discounted annual charge is $47.40. The prepayment will begin from 08/22/205 and end on 08/21/2026. The consumer had 500 MB extra MailBox space. Our executive team has switched the 500 MB to 5000 MB for free. The consumer will not be charged for the extra MailBox space. We want to thank the consumer for being a loyal subscriber for so many years. As customer appreciation we are refunding the charge of $1.00 applied as Admin fee for 06/23/2025 and 07/23/2025 invoice. The total refund is $2.00 and it will reflect in the credit card statement in up to three days. The confirmation number for this response is 204103895.
  
  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:
  *************************************

  Customer Answer

  Date: 08/05/2025

   
  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,
  
  Berk Hammer

• Initial Complaint

  Date:07/26/2025

  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 contacted Earthlink on 7/18/2025 the modem arrived on 7/21/2025. ******* technician came out on 7/22/2025. I was unable to get Earthink wifi to work, i contacted Earthling and spoke to ***** a supervisor, for 2 hours he had me doing technical wirk to get this service up and running bit was unable . I have since packaged up earthlink and i am sending the modem back, they are billing me for services I NEVER RECIEVED and are harassing me vis text message daily

  

  Business Response

  Date: 07/29/2025

  07/29/2025
  ****** ********* BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she contacted EarthLink on 07/18/2025 and the modem arrived on 07/21/2025. It is stated that the Verizon technician came on 07/22/2025 but she was unable to get WiFi to work. It is further stated that she spoke with the supervisor and did technical troubleshooting but was unable to connect. The consumer states that she is sending the modem back but she is being billed for services she never received. The consumer is seeking a resolution.
  
  On reviewing the account we see that the service was set up for high speed Internet access. EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. As per the records it is reported that the router was connected with all green lights but unable to connect to TV or cell phone. The consumer does not want to troubleshoot the issue. We are sorry to know that the consumer has decided to cancel the account. The consumer states that she has sent back the device on her own. As requested the account has been inactivated. The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), Based on the situation the Early Termination Fee of $200 has been waived. The monthly invoice charge of $73.83 dated 07/23/2025 was rejected. This charge has also been waived. The total charge of $213.11 including tax has been waived. The current status of the account is inactive as of 07/28/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 204098644.
  
  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:07/26/2025

  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.

  This case constitutes the breach of the contract by Earthlink and its refusal to honor it upon my demand.Earthlink hosts my website ********* for over 20 years. For that reason I was awarded lifetime price of $10.95 per month. Email dated Aug 3, 2017 from Devlean states:this price ($10.95 per month) will stay the same, till the point you decide to cancel the servicessee Exhibit 1.This was the subject of Earthlink case N ********* dated July 31, 2017 However on 07/23/2025 I was charged Statement Amount: $13.95 Account Number: ******* In my phone conversation on July 25, 2025 with the supervisor ****** who can be reached at ************ refused to honor the agreement, yet he acknowledged this agreement was existing.He also offered me temporary discount for first 6. I refused his offer and insisted that the contract must be honored in full and stay valid for the time of me being a customer. Instead of honoring the contact ****** suggested me to use another company for my website hosting.I demand:Reimbursing all charges over $10.95 per month and to keep this price for the lifetime of the contract.

  

  Business Response

  Date: 07/28/2025

  Date: - 07-28-2025
  ******* ******** BBB # ********
  EarthLink Acct # *******
  Acct status: Active
  
  In the complaint, the consumer states that EarthLink has breached the contract and refuses to honor it. The consumer states that Earthlink hosts his website ********* and he was offered a price plan of $10.95 for lifetime till he cancels his services. The consumer states that he received an email about the same and has attached it in the BBB complaint.  The consumer states that despite of it, EarthLink raised his price from $10.95 to $13.95.   The consumer states that he contacted EarthLink and spoke to a supervisor and he was offered the $10.95 plan for the next 6 months. The consumer states that he declined this offer.  The consumer in his final resolution would like EarthLink to honor the price plan of $10.95 for lifetime till he cancels his services with EarthLink.
  
  We apologize for the miscommunication that might have happened during the conversation in the year 2017.  EarthLink takes feedback like this quite seriously and we will address any failure 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.  
  
  In regard to the price increase issue, the price increase is done for all EarthLink customers.  We would like to inform the consumer that EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving the reliability of our services.  We did check the attached file and found that the consumer was offered a price plan of $10.95 till he cancels his services.There was no mention of Lifetime offer in the email.  We would like to educate the consumer, in case an agreement is done for a particular price plan, its done for that particular financial year.  We apologize for the miscommunication that might have happened during the conversation.  *********** would not be able to provide the same price for years together as the cost of running or maintaining the services always increases just like an employees salary.  It would never remain the same throughout his lifetime.  For now, as a courtesy we have lowered the consumers bill from $13.95 to $10.95 for the next 12 months. This price plan would be applicable from August 22, 2025, to August 21, 2026. The consumer needs to contact us before August 21, 2026, to check if there are any offers available for that year. We appreciate the consumers business, and we will continue to serve the consumer. The confirmation number for this response is 204097421.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 07/28/2025

  The letter is acceptable in general.

  However one phrase is not: The consumer needs to contact us before August 21, 2026, to check if there are any offers available for that year. 

  In the email I have received today from Earthlink #********* it is stated:

  Please note that the recurring credit can only be applied for 12 months at a time. After that period, youll need to contact us again so we can continue the credit for the following 12 months.

  Therefore I will call in a year NOT to check on OFFERS available - NO
  I will call just to make sure Earthlink  CONTINUES the credit for the following 12 months. Disregarding of any offers.

  PLEASE COMFIRM

• Initial Complaint

  Date:07/24/2025

  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 am writing to report a recent agreement made on Earthlink internet service 6/11/2025. I paid for delivery fee and the actual item to place myself upon arrival. Since submitting my payment, I have made multiple attempts to contact Earthlink by texts, emails, and try calling the 10 phone numbers that are listed online. Earthlink has never responded. and have ghosted me. I will have to cancel my credit card and I'm just concerned that they used my payment information to any other purchases or other fraudulent businesses. Please check this companies reviews prior to releasing ALL of your information including payment method. Please be advised that if I do not receive a response or resolution within [5 business days], I will be forced to escalate this matter through the following channels:I am filing out a formal complaint with the Better Business Bureau (BBB) and the state attorney general.Sincerely,******** ***** ************ Unfortunately they failed to add transaction number

  

  Business Response

  Date: 07/25/2025

  07/25/2025
  ******** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she is writing to report a recent agreement made with EarthLink on 06/11/2025. It is stated that she paid for delivery and the item. It is mentioned that since submitting the payment, she has called multiple times to contact EarthLink by phone,text and email. The consumer states that she will have to cancel the credit card and she is concerned that the payment information may be used for other purchases or fraudulent business. The consumer is seeking a response.
  
  On reviewing the account we see that the service is set up for Wireless Home Internet on 07/11/2025.This type of service allows wireless connection between the router and the devices. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers home. This fee is non-refundable. The account is set to auto-activate today. To start the service the consumer must pay the first month bill. If the consumer cancels the credit card on file then there is no way to process billing or refund. The consumer needs to maintain a valid and current credit or debit card information with EarthLink at all times. EarthLink always strives for better customer experience and takes strong measure to assess and protect the integrity of consumer accounts. As per the records there was one call made on 07/14/2025. The consumers can contact our support team at ************ Monday to Sunday 9am to 9pm ET. The consumers can also chat via the Link in mobile app/portal and ELNK home page. The current status of the account is active. The confirmation number for this response is 678829542723.
  
  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:
  *************************************