Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 635 total complaints in the last 3 years.
- 256 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2025
Type: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 returned a wireless router to EarthLink after having it in my home for about a week. The service did not work as they said so I was e- mailed a shipping label from them to send it back. I sent the router back in the original packaging through *** on August *******. They sent me an email saying they received the router on August 27th. Today(September 19th) they withdrew $439 from my account. When I called they initially said they would issue a refund but then several hours later someone called from EarthLink and said the router wasnt in the box but a phone pouch was in there instead, and they would not be issuing a refund. I have the *** receipt and an E mail from EarthLink saying that they received the router. Please note the *** receipt says the package weighed 4 pounds. A phone pouch does not weigh 4 pounds.
Business Response
Date: 09/22/2025
09/22/2025
***** Fioro-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he returned the router to EarthLink after having it for a week. The service did not work so he was emailed a shipping label to return the device. The consumer states that he returned the device in the original packaging and also received an email from EarthLink that the router was received. It is mentioned that his account was debited $439 and is seeking a refund.
We would like to apologize for any miscommunication or misunderstanding related to the account. As per the records the service was set up for Wireless Home Internet and the account is inactive as of 08/19/2025. The amount of $439.00 has been refunded. It may take 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 services. The confirmation number for this response is 683104318485.
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: 09/23/2025
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:09/17/2025
Type: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 canceled my service with EarthLink,llc. They charged me for one month service, they charged me a cancellation fee and charged me for equipment that I returned.Business Response
Date: 09/18/2025
09/18/2025
****** *******-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he cancelled the service but he was charged for one month service plus cancellation fee and the equipment fee that he has returned. The consumer is seeking a billing adjustment of $319.88.
On reviewing the account we see that the service was set up for high speed Internet access. We are sorry for any misunderstanding that may have happened and the inconvenience caused. As per the records the account was active in the system and therefore billed. The monthly invoice charge of $73.89 plus conveyance fee of $5.34 and tax in the total amount of $80.54 was rejected in the system due to which the account got inactivated. As per the policy, if the account is inactive within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. When the account gets inactive a return label is sent at the registered email address to get back the device. The device must be returned using the return label to avoid a non return fee of $300. The consumer was charged an Early Termination Fee of $184.40 and non return device fee of $319.88 including tax. The consumer has initiated a chargeback with the bank and disputed the total charge of $184.40 and $319.88. We have been informed that the consumer is a senior citizen and has dropped the device at **** but never got the receipt or the tracking id. Based on the situation, EarthLink has allowed the chargeback of $184.40 and $319.88 to close in favor of the consumer. This means the consumer will get back the total amount of $184.40 and $319.88 from the bank. We are also refunding the monthly charge of $62.95 including tax and fees. The modem fee of $14.95 was already credited in the Early Termination Fee. The refund is sent by check at the address given in the complaint. It will take 4-5 weeks to receive the refund check. The current status of the account is inactive as of 07/16/2025. The confirmation number for this response is 204173428.
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:
*************************************Customer Answer
Date: 09/18/2025
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:09/16/2025
Type: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 added services to my account without my knowledge. I had my account on autopay and unfortunately did not notice the additional charges until today. My first invoice from Earthlink did not include the addon services and I set up autopay when paying that first invoice. Beginning with the second invoice Earthlink EasyTech and Earthlink Protect+ were both added to my account (each being $9.95/month) without my knowledge and without my authorization. Today, which is a year later, I realized they added these charges to my bill because I had to update my credit card information and I noticed the unauthorized charges while on the account portal. I immediately cancelled the services through the portal then called Earthlink for a refund. Earthlink stated that their policy only allows 30 days to dispute charges so there was nothing they could do. When I asked to speak with a manager I was told there were no managers available today. I told them I needed to speak with someone that could resolve this today or I would respond to their refusal by filing a BBB complaint. They again stated there was nothing they could do.Business Response
Date: 09/17/2025
09/17/2025
****** ******-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that the service of EarthLink Easy Tech and EarthLink Protect+ were added to the account without his knowledge. It is mentioned that he realized the charge after he updated the credit card information. The consumer states that he cancelled the services through the portal and called EarthLink for a refund and resolve the issue. The consumer is seeking a refund of $238.80.
We apologize for any miscommunication or misunderstanding that may have happened at the time of sign up. On reviewing the account we see that the service is active for high speed Internet access. The service is added only after consent. The value added services have a 30 days trial period. After the trial period ends, the charges are automatically invoiced on the bill cycle date. Cancellations must be made before the billing date to prevent charges. The charges are subscription based. EarthLink does not track usage and there is no way of knowing that the service was not used. The value added services were active and therefore billed. It is the responsibility of the consumer to dispute the charges in a timely manner. As per the policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. In an effort to resolve this issue, we are making an exception to the standard policy. As customer appreciation we are providing a credit of $20 for six months. The credit will be adjusted with the invoices that will be generated from 10/15/2025 to 03/15/2025. The service of Easy Tech and EarthLink Protect are inactive as of 09/16/2025. 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 204171222.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
************************************** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 09/17/2025
Complaint: 23893349
I am rejecting this response because: I never authorized these services to be added to my account. My first invoice clearly shows I did not include them in my initial order and I never authorized them to be added at any later date. If Earthlink wants to stand by their claim that I ordered the services, let them show the proof of that order. That proof doesn't exist because I never ordered these services.
Sincerely,
****** ******Business Response
Date: 09/19/2025
09/19/2025
****** ******-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that he is rejecting the response because he never authorized the services to be added to the account. It is mentioned that the first invoice shows that it was not included in the initial order and it was never added at a later date. The consumer states that if EarthLink claims that he ordered the service then he would like to see the proof of the order.
In the previous response it was stated that the service is set up for high speed Internet access and the services are added only after consent. The value added services have a 30 day free trial and therefore it did not show in the first invoice. After the trial period ends, the charges are automatically invoiced. Cancellations must be made before the billing date to avoid charges. EarthLink is a subscription based company and not usage based. EarthLink does not track usage and there is no way of knowing that the service was not used. As per the policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date.Adjustments will not be made for charges that are more than 30 days old. The sales order process is online and there is no paper documentation.
While the EarthLink Internet Service Agreement is very clear that the consumers have 30 days to dispute any charge before we consider it valid, we also recognize that mistakes can be made. To help avoid problems with charges we submit our name and telephone number to financial institutions for inclusion on the bill next to the line item of the charge. It is not an unreasonable expectation that each consumer will check their finances for any disputable charge in a timely manner. Every business has the right to at some point to determine that, lacking any dispute, a charge is valid and to close its books on a transaction.
The services of Easy Tech and EarthLink Protectare inactive as of 09/16/2025. The consumer was offered a credit of $20 for six months. We are providing an additional credit of $10 for twelve months. The credits will start from 10/15/2025. We would like to thank the consumer for being a loyal subscriber. The confirmation number for this response is *********.
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:
*************************************Customer Answer
Date: 09/19/2025
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:09/12/2025
Type: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.
Attempted to cancel billing from Earthlink for my 90 year old Uncle in June 2025 who does not use the internet nor does he have a computer. I conveyed this information clearly and this company continued to withdraw a service fee from his account. They will not cancel the account. He has dementia and I serve as his POA. Now they are sending additional charges. He does not utilize the service and they have taken advantage of him.Business Response
Date: 09/15/2025
Date: - 09/15/2025
***** ********** - BBB # ********
EarthLink Acct # *******
Acct status: Inactive
In the complaint, the consumer states that, in June of 2025, she attempted to cancel the billing from Earthlink for her 90 years old uncle, who has dementia. The consumer states that her uncle does not use the internet and nor does he have a computer. The consumer states that she had informed EarthLink about it,but their billing did not stop. The consumer states that she serves as her uncles POA. In the final resolution, the consumer would like EarthLink to cancel the service and stop billing.
We are sorry to know about our customers medical condition. The account is inactivated. As a courtesy the outstanding balance mentioned in the BBB complaint for $73.47 has been waived. The confirmation number for this response is 204167726.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:09/11/2025
Type: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 paid my bill and still cannot connect to the Internet even after they've said they were sending signals. It was due on August 23rd and I paid on the 25th. Today is September 10th and I still can't use something I paid for.Business Response
Date: 09/11/2025
09/11/2025
****** ******-BBB # ********
EarthLink Acct # ********
Acct status: Closing 09/21/2025
The consumer states that she paid the bill and cannot connect to the internet. It is stated that she paid on 08/25/2025 and today is 09/10/2025 and still cannot use what she paid for. The consumer is seeking a refund.
On reviewing the account we see that the service was set up for Wireless Home Internet. We would like to inform our consumers that 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. We are sorry for the technical issues and the consumer not being able to use the service. As per the records we see that the account is set to close at the end of the bill cycle date on 09/21/2025. Based on the situation a refund of $69.32 has been processed. The refund will show in the bank statement in up to three days. When the account closes, the consumer will receive a return label at the registered email address. The consumer needs to fix the return label on the box and send the device back within 30 days of inactivation to avoid a non return fee of $300. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 682225228772.
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: 09/11/2025
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:09/09/2025
Type: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 was in communication with a company called ********************** which had a ad stating that if I had snap I qualified for free internet so they said they d send someone out on August 6 th next week I ended up being charged by this company called EarthLink which I never even heard about???????Business Response
Date: 09/09/2025
09/09/2025
****** *****-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he was in communication with a Company called ********************** which had an Ad stating that if he had snap then he qualifies for free internet so they send someone on August 6th and he ended up being charged by EarthLink. The consumer states that he has not heard about EarthLink. The consumer has disputed the charges.
On reviewing the account we see that the service was signed up for high speed Internet access. We are sorry for any misunderstanding that may have happened and the inconvenience caused. 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. The consumer initiated a chargeback and disputed the amount of $49.95 with the bank. The chargeback of $49.95 was closed in favor of the consumer and the consumer received it back from the bank. Upon installation the billing starts and the consumer was charged $84.43 on 08/07/2025. The payment of $84.43 was rejected. Due to the nature of a chargeback the account got inactivated immediately and as designed by the system the consumer was charged an Early Termination Fee of $231.30 including tax. The rejected payment of $84.43 and the Early termination Fee of $231.30 is outstanding on the account. Based on the situation we are waiving the balance of $315.73. The account is closed with zero balance as of 08/13/2025. There are two types of modems that AT&T would like to be returned. BGW210 and BGW320.The only locations that will accept these modems are ************ Print and Ship and The *** Store. The consumer can drop it at the nearest store to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T. The confirmation number for this account action is *********.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 09/12/2025
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:09/08/2025
Type: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 treated me less than human despite the fact that they know I am a senior and that my financial account was compromised and funds removed. I told them all this and that I would pay later when I get my funds. I need my medical device powered by ********************.Business Response
Date: 09/10/2025
Date: - 09/10/2025
***** ****** - BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that she would like to extend her payment date, as she became a victim of financial hacking. The consumer states that despite it, her internet was down, due to not making the payment on time. The consumer states that she would be getting a new card. She would then be able to make the payment of the bill due on the account. The consumer states that she is a senior citizen and will be requiring her medical devices powered by the internet. The consumer would like EarthLink to look into this matter and accordingly reactivate her account by extending her payment date.
We apologize for the inconvenience caused to the consumer. As per our records, the bill that got generated on August 27, 2025, for $42.95 was rejected by the consumers card on file. EarthLink systems are automated. When the payments were not paid during the grace ******* the account got inactivated automatically on September 8, 2025. We do see that the consumer contacted EarthLink on September ******, requesting to reactivate the account. The consumer spoke to one of our Executive Relation team members. On the call, there was an agreement made by the consumer stating that if EarthLink waives this outstanding bill,then she would not ask for any credit or refund for the next one year. The Executive Relation Team then waived the complete bill that was outstanding on the account, along with the reactivation fee of $25. The consumers account was reactivated as per the consumers request, as the consumer had agreed that she would not request any credit or refund for the next one year.
We would like to inform the consumer that her billing cycle is the 27th of each month. We would request her to make the payment arrangement before the billing cycle date. The next bill will be generated on September 27, 2025, for $52.95. In case the consumer has any queries relating to her account, she could contact me at my below contact email address. The confirmation number for this response is 204159569.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:09/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
on or about July 20, 2025 , I contacted a salesman of earthlink and was told that I would be getting fiber optic internet, which I did want. I was told that someone from **** would be installing it for me. When they came out for the installation on 08/04/25, he said he was not told that it was fiber and that takes a different router for fiber. The **** technician called earthlink and was told he has thee right router with him. Several times during the month of August, I called earthlink to complain about my service. That idiot not get what I signed of for. I was told that I did get the fiber internet but what fiber service they have is a version that is about 5 years old. I told them that it buffers all the time and is very slow. I also told them on numerous occasions that it's not the service I was lead to believe. I have tried canceling several times and was always promised better service. As of 09/02/25 , we have not have service. From the 2nd of Sept though the 6th, I have tried calling earthlink 19 times and have been placed on hold for over an hour with no one answering. On 09/07/25, I got a text from them saying my payment didn't go through. I called the number the text came from and I spoke with a customer service representative and she said I could not cancel my service until I paid the new bill which starts on 09/07/25. I told her I was not going to pay because I was canceling my service which I paid in Aug that covered until the 6th of September so I wasn't going to pay for another month. She said she can't cancel my service. I asked to speak with a supervisor and she said one would have to call me back. So far, no one has. Earthlink is the hardest company that I've ever dealt with. They do not let you know what product they are offering is outdated. I will never use earthlink again and will never refer anyone to them. I still have no service but she didn't care about that.83.95Business Response
Date: 09/10/2025
Date - 09/10/2025
******* ******* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that due to technical issues, she wanted to cancel her internet services. The consumer states that she had buffering and slow connectivity issues. Due to which she tried to cancel her services. The consumer states that in order to cancel the service, she had to pay the new bill of $83.95 that was due on the account. The consumer has mentioned her dissatisfaction with EarthLink in this regard. The consumer would like EarthLink to look into this matter and resolve her billing issue, along with the cancellation of the account.
We apologize for the inconvenience caused to the consumer. As per the consumers issue in regard to slow connectivity and buffering, we accordingly escalated this issue to our Tier 3 tech support team. On reviewing the account, we see that the Tier3 tech support tried to reach the consumer by phone. However, they were unable to reach the consumer. So, as per the consumers request, we have gone ahead and got the consumers service cancelled as of today. We are sorry to know that the consumer felt the need to cancel the service. The complex nature of the internet service depends upon various factors, some of which are beyond EarthLink's control. The service was under a term commitment of one ******* per the policy, if the account is cancelled within the first year of service, then the consumer is liable to pay an Early Termination Fee. Therefore, the consumer has been billed an Early Termination Fee.
However, in order to bring this matter to a close, we have waived the outstanding balance of $83.95. We have also decided to waive the Early termination fee of $216.38 with taxes. Incase if the consumer gets charged an Early Termination fee, then we will refund the amount or waive it, if it is showing as an outstanding balance. The account is inactive; 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 her 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 her 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 will be charged a non-return item fee. The confirmation number for this response is 204157477.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
**************************************************************************************** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:09/07/2025
Type: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 have been unable to access my email for 4 months and every attempt to contact EarthLink via chat, text, email and phone and have received ZERO support. I repeatedly am given a number to call again and again even after explaining that the 30 plus times u use the number I am disconnected and NO alternative is given.Business Response
Date: 09/10/2025
09/10/2025
***** ****-BBB # ********
EarthLink Acct # *******
Acct status: Active
The consumer states that she has been unable to access the email for four months and every attempt to contact EarthLink via chat, text, email and phone have received no support. The consumer states that she has been given a number to call again and again but gets disconnected with no alternative.
On reviewing the account we see that the service is active for Premium Email. We sincerely apologize for the technical issues related to the ************** This matter was escalated to our level 3 technical support team. They tried to contact the consumer by phone. Since there was no reply they have left a voice mail. If the issue is still not resolved then the consumer can contact our level 3 support directly. The tier 3 pin for the month of September is 3480. The phone number is ********** M-F 9a-6p ET. The general number is ********** and LiveChat is available at ******************************************(9:00 AM to 10:00 PM ET, 7 days a week). The confirmation number for this response is204157146.
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:09/07/2025
Type: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.
It was only after signing up with Earthlink who initially assured me they serviced this area, that I discovered that they outsourced to *******. Rather than the infrastructure they promised they connected a wire from my house over my driveway through the curb two houses down to a neighbor house front lawn. This is unsafe and I can be sued. After a week of calls and inaction on their part, including speaking to upper management who did not follow up as promised, I cancelled the service that I never used. 1) I was charged cancellation fees in spite of asking to be exempted given the circumstances and that I never used the service and 2) I have not been sent a bill (digital or other ) in spite of requesting it. I am requesting that all charges to my account be refunded to recompense for time and trouble. I have had no service in my new home since August 31 when I moved in. I would also want a digital bill with all charges detailed. While I have listed below $200 for cancellation fees, I believe they have charged my account other fees but I have not received a bill so it is hard to determine.Business Response
Date: 09/08/2025
Date - 09/08/2025
***** I ******* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that she was assured at the time of signup that EarthLink serviced her area. The consumer states that she discovered that EarthLink outsourced to Verizon. The consumer states that she got her services canceled as there was an exposed line that was hazardous. Due to which she had to answer to facilities in her area. The consumer in the resolution would like EarthLink to waive the cancellation fee, as she never used it. She would also like to be refunded the entire amount that was charged by EarthLink.
We apologize for the inconvenience caused to the consumer. We would like to inform the consumer that ******* is one of our vendors through whom we use their lines to provide internet service. The reason for appointing the installer from ******* is that they are well verse with the lines which are laid out in the consumers area. We do not want to lay out extra lines, thus eliminating excess wires hanging around at every location. So, EarthLink has therefore tied up with the phone companies who have laid out their lines in that particular area. The service is provided by EarthLink using ******* infrastructure.The billing and technical support is provided by EarthLink.
We are sorry to know that the consumer felt the need to cancel the service. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. As per our record, the consumer had already canceled her account as of 09/05/2025. The service was under a term commitment of one year. As per the policy, if the account is cancelled within the first year of service, then the consumer is liable to pay an Early Termination Fee. Therefore, the consumer was charged $184.15 as an Early Termination Fee.
However, as an exception and in order to bring this matter to a close, we have decided to refund the Early Termination Fee of $184.15 and $73.80 as per the consumers request. The consumer in total would receive a refund of $257.95. Please allow up to 3 business days for this refund transaction to complete. We would request the consumer not to dispute any charges paid to us, as there would be issues in refunding the amount to the consumer. We have emailed a return label to the consumers contact email address. We would like to inform the consumer that she will have 30 days to return the router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $300. We have also emailed the invoice for $184.15 and $73.80 to the consumers contact email address mentioned in the BBB complaint. The confirmation number for this response is *********. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
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*********** | 30328
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EarthLink ************** Agreement:
***************************************Customer Answer
Date: 09/09/2025
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. The equipment will be returned before the 30 day limit.
Sincerely,
***** *******
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