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 Long Distance Service

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

• 

  Earthlink, LLC

  80-02 Kew Gardens Road Kew Gardens, NY 11415

• 

  Earthlink

  1 Federal St, Bldg 111-3 West Entrance Springfield, MA 01105

• 

  Deltacom Communications, Inc.

  503 Lamar Street Greenwood, MS 38930

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: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:07/26/2025

  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:
  *************************************

• Initial Complaint

  Date:07/24/2025

  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.

  This company is running scams on people, they came to us promising services and feature that we require to run our business fron home and have completely fell through on 75% of them.We were promised 24/7 custom support for our 2 gig internet. They also bragged that we would probably never need to call it because there internet is so stable. In the first 2 weeks our internet has gone out over 40 times. Around 12:00am one night I had enough and called there support team and was surprised to find out that they have an AI that instructs you to reboot your router. And if they doesn't work call back at 7:00 in the morning when they open, good bye. We paided a very high premium for a reliable service, it was the main selling point, to them find out when im in a bind that they straight up lied to us. Im loosing money as I type these.I tried to use there mobile app to find out its not even finished yet, what!!??So i went to some shady link in my btowser which was http, not https secured i about cloaked. Even my browser was screaming at me to leave asap and not to enter personal info into this site. Which is bad because if you internet is down you can't use your browser and the mobile app doesn't even work. I think they need to be audited ASAP and restructure there aggressive sales tactics. I feel ripped off and lied to at this point and will have a difficult time reaching my customers on the other side of the world because earthlink is sleeping.

  

  Business Response

  Date: 07/24/2025

  Date: - 07-24-2025
  ****** ****** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, the consumer has mentioned his dissatisfaction with EarthLink as he has been experiencing intermittent internet connection issues.  The consumer states that due to this he is having issues running his business from home. The consumer has also mentioned his difficulties reaching a live person in regard to resolving the connection issue. The consumer is seeking a resolution from EarthLink in this regard. 
  
  We apologize for the inconvenience caused to the consumer.  Upon receiving this complaint about connection issue, we escalated it to the concerned department. We have received a response from them that the consumer declined to schedule a tech for tomorrow July *******, and had requested to cancel the service as of today July 24, 2025. The consumers account is canceled as of today as per his request and since the account was under a contract the consumer would be liable to pay the Early Termination fee for not completing the contract.  Please allow 7 to 10 days for the line to release.   Lastly, in regard to returning the modem, we would like to inform the consumer that incase if his modem is of either of these models, number BGW210 or BGW320.  The consumer could drop them at the nearest location at ***** or *** stores. For ****** the only locations that will accept these returns are called ************ Print and Ship Centerand for ***, the only locations that will accept these returns are called The *** Store. In order to check the nearest location, the consumer could visit these two sites which are given below. 
  ******************************************;
  *********************************************************;
  
  We would like to inform the consumer that the modem does not need a return label, as ***** and *** know what to do with the modems and will return them to AT&T.  The consumer needs to note the modem serial number as this information would allow him to track the shipping of the modem.  In case the consumer does not have either of the above two modem models then these modems do not need to be returned, and the consumer could discard them. If the modem model number BGW210 or BGW320 is not returned to EarthLink within 30 days, the consumer would be charged a non-return item fee.  The confirmation number for this response is 204093049.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23646605
  
  I am rejecting this response because: 

  Esrthlink has blatantly lied to the BBB, we have an appointment scheduled for tomorrow. We had called customer support agsin on the 24th asking for our internet to be fixed. We are on day 4 now of zero internet and have not have full service since we started. The customer support agent said she canceled our account after we inquired about closing it. After she rudely informed us it was close she then demands 200 for an early termination fee.  We were shocked and asked to speak with a supervisor,  this was a very difficult ask. It took about an hour after the agent tried numerous times to get us to hand up. The supervisor said he couldn't help us if we wanted a new account we could purchase one after we paid them the 200. We tried to get him to understand the situation and he hung up on us.

  We called back and got a new agent and a new supervisor who was so much more professional and she apologized for our experience and tried to get a solution for the same day she ended up scheduling the appointment for the 25 and said we don't owe the 200 she would make sure it was waved. I don't like how the Earthlink Execs try and at like there're not at fault again, we obviously recorded every thing also. The first  agent on the phone  refused to identify herself.  The one who canceled the account would only give us some nicknames ""Pressy:

  This does not help us identify the phone agent who clearly could not do her job and shoild not be addressing customers.
  

   

  As to *********************** saying we didn't want a solution that's crazy

   Thsts all we wanted and wevwanted it i a timely manner.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/25/2025

  Date: - 07-25-2025
  ****** ****** BBB Rebuttal # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, the consumer has rejected the response by stating that there was some miscommunication in regard to installation and cancelation.  The consumer states they did not intend to cancel the service but had just inquired about closing the account.The reason for asking for closure of the account as their ******************** was down for nearly 4 days. They did not want to extend another day for someone to come to their place to fix the internet.  The consumer states that his account was canceled and he was informed about the Early Termination fee.  The consumer has mentioned his dissatisfaction in regard to this negative interaction that he had with EarthLink representative. The consumer states that they called up and got the account activated by accepting the installation schedule which was setup for July 25, 2025.  The consumer states that the representative who activated the account promised to waive the Early Termination Fee. The consumer would like EarthLink to look into this matter.
  
  We apologize for the negative interaction that the consumer had with us. 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.
  
  As per our record the tech dispatch appointment is booked for July, *******, between 8 Am to 12 Pm.  The consumer was provided a tech dispatch ticket number CS1793785. In case the consumer has any technical issues, the consumer could reach our Tier3 tech support. Their contact number to reach them directly would be ************* followed by pin **** and their working hours are between 10 am to 6 pm EST. Lastly, we would like to inform the consumer that the Early termination fee has been waived.   We appreciate the consumers business, and we will continue to serve the consumer.   The confirmation number for this response is 204093049.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/23/2025

  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 told it was only supposed to be 39. 95. Only to be asked to spend an extra ***** to activate the equipment. The equipment was disappointing. The signal was not strong. The gigabytes were used within a week and they did not last. I was highly disappointed when I asked for a refund. They said they could not give me a refund. And when I asked what to do with the equipment, I have not received the equipment. They had put a refund, threw a different card that was not my own, but on my mother's card.

  

  Business Response

  Date: 07/24/2025

  02/24/2025
  ****** ***-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that it was supposed to be $39.95 and was asked to spend an extra $66.51 to activate the equipment. It is stated that the signal was not strong and the gigabytes were used within a week. The consumer wants to know what to do with the equipment and is seeking a refund of $106.46.
  
  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 bill. We are sorry to know that the consumer decided to cancel the account as it did not align with the expectations. As requested the account is inactive as of 07/23/2025. The consumer has been sent a return label to get back the device. The device must be returned within 30 days of inactivation to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer needs to contact EarthLink at ************-select option 1 to mark the return as complete. As an exception, the charge of $39.95 will be refunded. The data has been used so we are unable to process any other refund as stated by the consumer. The billing process is automated and the refund is processed on the card registered on file with EarthLink. We would like to assure that EarthLink always strives for better customer experience. The confirmation number for this response is 678829074026.
  
  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:07/23/2025

  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.

  You recently installed internet in my home. You charged me $25 to set the appointment. Then after the installation you started sending me past due notifications via text for $94.23. When I logged into your portal it said I owed zero dollars. Then the text's increased to $119..23. Then you shut off my service and pulled $294.23 out of my bank account. When I called confused of what was going on, your customer service person disconnected the call. I waited for a call back and when I did not receive one, I called back and got a very kind lady who was trying to help, however no supervisors were available. She told me that I was disconnected and charged the extra money for breaking the contract. She said one would call me back in ten minutes. After ten minutes and I writing this complaint. I am unsure why I would be treated this way as a client. I had your services probably 20 years ago as a dial up provider and not happy with the handling of my service. Thank you for your time. I also need to know where to drop off the equipment, as I was renting it from you. Clearly you do not want to do business with me or my family which I now understand.Thank you for your time.

  

  Business Response

  Date: 07/24/2025

  Date - 07/24/2025
  ****** ******* BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint, the consumer states he paid $25 for installation appointment. The consumer states that after installation EarthLink started sending him past due notices via text for $94.23.The consumer states that later his connection was disconnected and a bill for $294.23 was charged to his account.  The consumer has mentioned his dissatisfaction with EarthLink as he contacted EarthLink, but his billing issue still remained unresolved. The consumer stated that he was charged the Early Termination fee for breaking the contract.  The consumer would like to know how to return the modem back to EarthLink. The consumer in his final resolution would like EarthLink to refund the extra charges.
  
  We apologize for the negative interaction that the consumer had with us. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect.  On reviewing the account, we see that the consumer had signed up for HyperLink internet access. As per EarthLink policy once the service is installed, the consumer gets charged for their internet services in advance. Therefore, the consumer was billed the very next day after the services were installed. The consumers billing cycle was the 21st of each month. The bill, which was generated on June 21, 2025, for $94.23, was rejected by the card on file. EarthLink systems are automated, so when a payment is not received during the grace ************* The account gets inactivated automatically due to non-payment, The account was therefore inactivated on July 3, 2025, due to non-payment. The ***************** comes with a one-year contract with an Early Termination fee up to $200.   As per the EarthLink policy, if the account is canceled or gets inactivated due to non-payment within the first year of service, the consumer is liable to pay the Early Termination Fee. Therefore, the last bill which was generated was for the unpaid monthly bill of $94.23 and the Early Termination fee of $200.  Later after the inactivation of the account on July 3, 2025, we received the payment from the consumers card on July *******. The above charges are legitimate; therefore, the consumer was not liable for any refund.
  
  However, in order to bring this matter to a close we have refunded $200 to the consumers card.  Please allow up to 3 business days for this refund transaction to complete.  Lastly, in regard to returning the modem, we would like to inform the consumer that incase if his modem is of either of these models, number BGW210 or BGW320.  The consumer could drop them at the nearest location at ***** or *** stores. For ****** the only locations that will accept these returns are called ************ Print and *********** and for ***, the only locations that will accept these returns are called The *** Store. In order to check the nearest location, the consumer could visit these two sites which are given below. 
  ******************************************;
  *********************************************************;
  We would like to inform the consumer that the modem does not need a return label, as ***** and *** know what to do with the modems and will return them to AT&T.  The consumer needs to note the modem serial number as this information would allow him to track the shipping of the modem.  In case the consumer does not have either of the above two modem models then these modems do not need to be returned, and the consumer could discard them. If the modem model number BGW210 or BGW320 is not returned to EarthLink within 30 days, the consumer would be charged a non-return item fee.  The confirmation number for this response is 204092599
  .
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/23/2025

  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.

  EarthLink has been charging me an Admin and Support fee every month for ************** despite their FCC-mandated Broadband Label clearly listing it as a "One-time Fee at the Time of Purchase". I have had their ************* since May 2025, and all 3 of the invoices from May, June, and July have included this Admin and Support fee.I contacted their support team asking to reverse the second charge in June when I first noticed the issue. They have so far not accepted this request. They offered to discount other fees going forward, but this is unsatisfactory for me because it does not retroactively fix the unauthorized charges already made.I also tried filing an informal FCC complaint which was served on June 17, 2025, but I have not received a written response within the required 30 days of receiving the complaint as of July 22, 2025.I am extremely disappointed with EarthLink, as the advertised Broadband Label is clearly inconsistent with the actual bills I received. They must at minimum refund the second + third charges of this "one-time" fee that I received in my June and July invoices.Beyond fixing the existing invoices, they must also resolve the inconsistency for future invoices. Option 1 is to honor their advertised fee and stop charging me the Admin and Support fee moving forward. Option 2 is to fix their Broadband Label to correctly list this as a monthly fee, and to waive the Early Termination Fee because they misrepresented the service price when I signed a 1-year contract and therefore I should have the freedom to terminate it without penalty.

  

  Business Response

  Date: 07/24/2025

  Date - 07/24/2025
  *** *** BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  
  In the complaint, the consumer states EarthLink has been charging him Admin and support fee of $3 for the past three months, despite being a one-time payment charge. The consumer has sent proof of these charges and would like EarthLink to refund these charges back to him.  The consumer stated he has also escalated this issue to ***. The consumer has mentioned his dissatisfaction with EarthLink as his issue is not resolved. The consumer stated that if this issue is not resolved, then he would like to cancel the EarthLink account without a cancelation fee.  The consumer is seeking a resolution from EarthLink in this regard.  
  
  We would like to thank the consumer for reporting this issue as this would help EarthLink in updating the information.  We would also like to apologize for the inconvenience caused to the consumer in this regard.  As a courtesy and appreciation for notifying this issue to EarthLink.  We have decided to compensate the $3 that was charged for the past 3 months. by lowering the bill by $5 each month. So, the consumers bill has been lowered by $5 instead of $3 each month that is a benefit of $2 each month. The consumer would be billed approximately $54.27 instead of $59.27 a month. The bill has been lowered, but line item in the bill would remain the same until changes are updated. As per EarthLink terms and condition under Policies and ********************* reserve the right to modify these Terms & Conditions from time to time. In order to view these terms and condition the consumer could visit the EarthLink website at *************************************.  The next bill which would generate would be approximately for $54.27 a month. We have already emailed the copy of the bill breakdown to the consumer yesterday to her contact email address mentioned on the BBB complain.  In case if the consumer has issues in regard to it, they could contact me at the below contact email address.  The confirmation number for this response is 204090747.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/22/2025

  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.

  July 19, 2025 we were having trouble with our internet. We did not have a billing statement in front of us so we googled Windstream, our current internet service. The salesman on the phone, tried to tell us about a newer faster modem they had. He never mentioned that he was with EarthLink. We gave the man our address. He argued with us about the zip code. Our town only has 1 zip code. We pay a $39.95 non refundable fee & a $66 & Something fee. Our box was suppose to be here in 2 days. We looked at the previous emails, found a tracking number, & saw it was delivered in ******, Tx. We called them immediately. We werent able to hold on the line, so we followed the prompt to receive a call back. Did these same steps several times. We never got a call. We called again & had to wait a while to get someone on phone. We told them it was sent to the wrong ************** would send us another one. We had already spoke to ********** at this point, who told us they are not affiliated. We never received another tracking number, or a modem. July ******, I called & held until I could speak to someone which escalated to a manager. We were refunded our $66 dollars, service cancelled, but refused to refund $39.95 for absolutely nothing!! The manager finally agreed to refund it if I filed a claim with ***. I go to *** website & realized you have to use the zip code to where ever their salesman decided to send it because he didnt want to use our zip code because they dont have service in our area. Then I realized, if I file this claim with *** they will be responsible for that $39.95 fee for delivering a package to a house which was EarthLinks very own sales **** mistake. This is ************ are definitely scammers. They sold us a box for a service they dont offer in our area, & then they shipped it to wherever they want & now I am stuck with $39.95 for breathing air!! No email confirming shipping address either, just billing. ***

  

  Business Response

  Date: 07/23/2025

  07/23/2025
  ******** ********-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that they were having trouble with the internet service and googled Windstream. The salesman on the phone tried to sell a newer faster modem but did not mention it was EarthLink. It is mentioned that the modem box was delivered to the wrong address in ******, ** as per the tracking id. The consumer called EarthLink and was told that another one would be sent but never received the tracking number or the modem. The consumer has received a refund of $66 and is seeking a refund of initial payment of $39.95.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that may have happened at the point of sale. We are sorry to know that the consumer did not get the modem due to an address issue. 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. The consumer pays on a month to month basis for the service. The current status of the account is inactive as of 07/09/2025. Based on the situation the fee of $39.95 has been refunded. Please allow up to three days for the refund to reflect in the credit card statement. 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 staff and services. The confirmation number for this response is 678585111208.
  
  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:07/22/2025

  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 has been charging my card for god only knows how long after I told them months ago to cancel it. I moved. I called again today to cancel and once I explained that they had been charging me after cancelling they put me on hold then hung up.

  

  Business Response

  Date: 07/23/2025

  Date - 07/23/2025
  ***** ******** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint, the consumer states that EarthLink continues to charge him despite canceling his services months ago.  The consumer states that the reason for canceling his service is that he moved to a new location.  The consumer states that he had recently called up and mentioned his difficulties in getting his issue resolved.  The consumer in the final resolution would like EarthLink to refund the $52.95 and stop billing him.
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet access. We were unable to find any records related to account cancelation. The account was active, and the consumer was therefore getting charged for the services.   As per our record consumers billing cycle was the 9th of each month.  The bill, which was generated on July 9, 2025, for $52.95, was rejected by the card on file.  EarthLink systems are automated, so when a payment is not received during the grace ************* The account gets inactivated automatically due to non-payment, The account was therefore inactivated on July 21, 2025.  Later after the inactivation of the account, we received the payment from the consumers card on July 22, 2025.
  
  In order to bring this matter to a close as per the consumer request we have placed a refund for $52.95. Please allow up to 3 days for this refund transaction to complete. The account is inactive and there would be no further billing on the account unless the modem is returned by the consumer within 30 days. It takes 7 to 10 days for the line to be released from the date of inactivation of the account.  Lastly, in regard to returning the modem, we would like to inform the consumer that incase if his modem is of either of these models, number BGW210 or BGW320.  The consumer could drop them at the nearest location at ***** or *** stores. For *****, the only locations that will accept these returns are called ***** Office Print and Ship Centerand for ***, the only locations that will accept these returns are called The *** Store. In order to check the nearest location, the consumer could visit these two sites which are given below. 
  ******************************************;
  *********************************************************;
  We would like to inform the consumer that the modem does not need a return label, as ***** and *** know what to do with the modems and will return them to AT&T.  The consumer needs to note the modem serial number as this information would allow him to track the shipping of the modem.  In case the consumer does not have either of the above two modem models then these modems do not need to be returned, and the consumer could discard them. If the modem model number BGW210 or BGW320. is not returned to EarthLink within 30 days, the consumer would be charged a non-return item fee. The confirmation number for this response is 204090742.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/18/2025

  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.

  Upon trying to cancel my EarthLink service due to their inability to properly deliver the service Im paying for, EarthLink insisted I had to pay a $200 cancellation fee for early termination of my contract. I absolutely do not recall being notified of being subject to a 24-month contract, verbally or otherwise. I wouldnt have agreed to a contract, as I was purposely looking for a contract-free internet service at our current residence. I had previously had EarthLink at my prior residence and did not incur a cancellation fee there.Irrespective of any locked-in contract, the service that EarthLink has provided falls considerably short of what was advertised. My speeds average 100 Mbps, which is 1/5 of the 500 Mbps speed that was guaranteed to me, and in some parts of my house I receive little to no signal at all.When I called to resolve this issue, their response was to connect Ethernet cables to my wireless devices that have no such ports. That is why I initially wanted to cancel my service, but the lack of customer service in resolving this in a timely manner has confirmed my decision.When cancelling, they told me that I was under a contract and subject to a fee. I repeatedly asked multiple representatives for proof that I agreed to this contract but wasnt given sufficient evidence. The proof simply shows that I am under this contract on their end, when I did not believe/recall agreeing to it. No written proof has been shown that I agreed to this.I cancelled today and was charged a $210 cancellation fee instead of $200. Im seeking a refund of this $210 charge as I dont believe I knowingly entered into a contract. Additionally, EarthLink certainly isnt fulfilling their end of the contract by providing poor internet speeds with no solution other than advising I use Ethernet cables to connect my wireless devices that have no such ports. I am regrettably submitting this official complaint with the BBB to aid in a resolution.

  

  Business Response

  Date: 07/22/2025

  07/22/2025
  ****** *******-BBB # ********
  EarthLink Acct # Not found
  
  The consumer states that upon cancellation due to service issues he had to pay $200 cancellation fee for Early Termination of the contract. It is mentioned that the service speed was 100 MBPS out of 500 MBPS and some parts of the house did not receive signals at all and therefore wanted to cancel. It is stated that he does not recall being notified of the contract. It is further stated that there was no written proof shown that he agreed for the contract. The consumer is seeking a refund of the Early Termination Fee of $210.
  
  We regret to inform you that there is not enough information provided in the complaint to adequately locate the account. Moreover, we are unable to find an address that cross-references with the name. We tried to contact the customer via email but did not get a response.
  
  To further pursue this matter, EarthLink would need to be provided with more account specific information. Ideally we would require any, if not all, of the following:
  a. The EarthLink email address listed on the account
  b. EarthLink account number or invoice number
  c. The phone number that is being contacted for the account
  
  Without this information,it is impossible to determine which account in our database is the correct one. I will be happy to address the complaint once I am able to locate the specific account. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced. The confirmation number for this response is 678583583170.
  
  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: 07/22/2025

  Hello I wanted to send the required information I failed to submit before.
  1. EarthLink Account Number: ********
  2. ********************** Email Address: *********************************
  3. Address at point of sale: **********************************************
  4. Account Holder's Name: Jameylyn ******
  5. Phone Number: ************
  6. EarthLink Invoice #: I don't have an invoice number only the date 07/18/25
  

  

  Business Response

  Date: 07/24/2025

  07/24/2025
  ****** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that upon cancellation due to service issues he had to pay $200 cancellation fee for Early Termination of the contract. It is mentioned that the service speed was 100 MBPS out of 500 MBPS and some parts of the house did not receive signals at all and therefore wanted to cancel. It is stated that he does not recall being notified of the contract. It is further stated that there was no written proof shown that he agreed for the contract. The consumer is seeking a refund of the Early Termination Fee of $210.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. We are sorry for any misunderstanding or misinformation that may have happened at the point of sale. 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), EarthLink will bill you the Early Termination Fee set forth in your billing plan. The amount of the Early Termination Fee, or the method such fee is calculated,are included in your Term Plan and vary from plan to plan. By establishing an account, ordering, and/or using the service the consumer is bound by the service Agreement. The Service Agreement is available online to all the consumers at *************************************. The agreement copy is sent to the consumers via email.
  
  We are sorry to know that the consumer decided to cancel the account due to speed issues. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. As requested the account is inactive as of 07/18/2025. Based on the situation, we are making an exception to the standard policy. A refund of the Early Termination fee of $210 including tax 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 within 30 days of inactivation. We would like to assure all our consumers that EarthLink strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is 204092453.
  
  EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************