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:09/06/2025
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.
When I signed up for service I was promised two promotional gift cards at 3 months and again at 6 months. Had to call several times after three months, but ultimately the gift card was sent. I have now called several times over the past few weeks after 6 months, and have been told various things including that I will receive the email link shortly, that I will receive a follow up call in a few days, etc, most recently when I called the representative told me that he could give me no information and he could not reach out to the "rewards team" or to the previous representative who was working on the case. I would like to receive the gift card or I would like the ability to cancel my service without a cancellation fee as the internet connectivity is also very bad and frequently disrupted
Business Response
Date: 09/08/2025
09/08/2025
****** *****-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that when she signed up for the service she was promised two promotional gift cards at 3 months and again at 6 months. It is stated that she had to call several times after 3 months but ultimately it was sent. It is mentioned that now she has been calling over the past few weeks after 6 months and she has been told that she will receive the email link shortly and a follow up call in a few days. The consumer states that she would like to receive the gift card or would like to cancel the service without a cancellation fee as the internet connectivity is bad and frequently disrupted.
We are sorry for any miscommunication that may have happened and any inconvenience caused. On reviewing the account we see that the service was signed up for high speed Internet access. The line test shows the modem is in sync with 20 devices connected. No trouble was found on the line. Having too many devices connected can lead to slower speeds and decreased reliability. This is because all the devices share the bandwidth and when many devices are active simultaneously they compete for the same signal. The available bandwidth is divided among all connected devices. This may result in signal congestion and can cause interruption in service. The consumer needs to prioritize the device connectivity to ensure they get the desired bandwidth and be able to use the service effectively.
EarthLink is offering gift cards to qualifying customers depending on the speed of the service. As per the available promotion, qualified customers with 300 MBPS or higher receive two $100 gift cards. One after 60 days of good standing service and the second after 120 days of good standing service. This matter was escalated and as informed by the Executive team, an email was sent to the registered email address by the Rewards team. The consumer has opened the email but not filled out the form and it has since expired. Another email has been sent from EarthLink Rewards. The consumer needs to follow the instructions in the email to get the second Gift Card. After submitting the form the consumer can contact EarthLink Rewards at ************ for further assistance to get the gift card. The confirmation number for this response is 204157180.
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: 09/08/2025
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:09/05/2025
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.
They set up my service then said i would be charged $14.95 per month for modem and I was not informed of that charge when first ordering. Then they transferred me to someone else stating that as soon as I have it installed by a technician I'm to call back immediately for that charge to be dropped. Now they don't answer the phone no matter what prompt I ask for. I feel I was scammed and now want to cancel the service because they keep disconnecting my calls and cant even cancel the service because they keep disconnecting my calls. Big rip offBusiness Response
Date: 09/09/2025
Date - 09/09/2025
***** ******** BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that at the time of signup she was not informed about the monthly modem charge of $14.95. The consumer states that she contacted EarthLink to complain about the modem charge. She states that she was informed that in order to drop the modem charges, she needs to contact EarthLink immediately after installation is done. The consumer has mentioned her dissatisfaction with EarthLink as she is unable to reach anyone at EarthLink, so wishes to cancel the account. The consumer is seeking a resolution in this regard.
We sincerely apologize for the miscommunication that might have happened during the signup. We would like to inform the consumer that at the time of sign up our Sales representatives are trained to give out all the information related to the product. However,EarthLink takes feedback like this quite seriously and we will address any failure to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect.
In order to bring this matter to a close, as per the consumers request we have waived the $14.95 modem fee from her monthly bill. We tried reaching the consumer today via phone but were unable to reach her. We left a voicemail stating that we have waived the $14.95 modem fee from the consumers monthly bill. In case the consumer still wishes to cancel the account; they could contact me at my below contact email address. The confirmation number for this response is 204156993.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
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 for now. Will see if they truly adjust my bill. I have responded to the email the company sent. If they do not uphold their end then I will be canceling their service.
Sincerely,
***** ********Initial Complaint
Date:09/04/2025
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 wish to be refunded the money that I was overcharged for my account with absolutely no notice ever This has been going on for years and now earthlink wont answer their phone line or respond to chatsBusiness Response
Date: 09/05/2025
09/05/2025
***** ******-BBB # ********
EarthLink Acct # ********
Acct status: Closing 10/02/2025
The consumer states that he was overcharged with no notice and this has been going on for years. The consumer is seeking a refund of the overcharged amount.
On reviewing the account we see that the service is active for Premium email. The consumer is on a lowest basic plan of $1.95 per month. The consumer was charged $1.00 as Admin fee from 03/03/2025. The total monthly charge was $2.96. The Admin fee notifications were sent to the consumers in their monthly invoice in the previous month. Were committed to ensuring the consumer receives top-notch service and covers a variety of benefits, like technical support through chat and SMS and U.S. based support when requested. As per our 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. As per the records the consumer has requested to cancel the account. The account is set to close as of 10/02/2025. In an effort to resolve this issue we are making an exception and refunding the last three charges in the total amount of $8.86. Please allow up to three days for the refund process to complete. The confirmation number for this response is 204154488.
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: 09/09/2025
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.
Sincerely,
***** ******Initial Complaint
Date:09/04/2025
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.
have not recieved my ****** gift card after 4 mos of serviceBusiness Response
Date: 09/05/2025
Date - 09/05/2025
***** Hair BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that he has not received the $100 gift card despite using the service for 4 months. The consumer would like EarthLink to look into this matter and accordingly resolve his issue.
We apologize for the inconvenience caused to the consumer. In regard to the complaint where the consumer claims not receiving the Gift card, we accordingly escalated this issue to our concerned team. We received a reply from them stating that an email with a gift card link was sent to the consumer on July 30, 2025. It showed it was delivered to the consumers contact email address ***********************************. We would advise the consumer to check their spam folder. He could also check other devices if he has set up his mailbox on one or more devices. Since the consumer claims that he has not received the Gift card. Our concerned team will be resending an email that will contain the email link for the Gift card. The consumer shall receive the Gift card link within 7 business days on his contact email address mentioned in the BBB complaint. It will come from one of these source emails ***************************************** or *********************************************************. In case the consumer still claims not receiving the Gift card link, he could directly contact the concerned department at *************. The working hours are 10 am to 6 pm EST, Monday to Friday. They will accordingly assist the consumer in regard to gift card issue. The confirmation number for this response is 204153842.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 09/06/2025
if they send a link like this *********************************************************. i probably deleted it, not knowing the sender, i will add it to my no spam box...thanksBusiness Response
Date: 09/09/2025
Date - 09/09/2025
***** Hair BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer has sent us his feedback in regard to the Gift card link sender's email address ********************************* The consumer states that he might have deleted the email, since he was not knowing the sender's email address. The consumer states that he will now add this sender's email address to his no spam box.
We would like to thank the consumer for providing us feedback in regard to the sender's email address ********************************* We will accordingly forward this feedback to our vendor Gift card company. In case the consumer still claims not receiving the Gift card link, he could directly contact the concerned department at *************. The working hours are 10 am to 6 pm EST, Monday to Friday. They will accordingly assist the consumer in regard to gift card issue. We appreciate the consumers business, and we will continue to serve the consumer. The confirmation number for this response is 204153842.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:09/04/2025
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 have had this service for two months. When I called to inquire about it and see if their service was good in my area, I was told things pertaining to the packages that are offered completely different that what they actually are. I was never told that this was basically a hotspot that after only a few days of service they shut it off and say you have used it all up so they can gig you out Of more money To purchase additional data. The second Month I had it I increased my package to the largest one they offer and the lady told me I would not run out. 6 days later after I paid the bill I was out of high speed again. So I called them and told them to cancel it immediately and send me shipping tags for their equipment. Im still getting texts and emails they are trying to debit a payment from my account but I cancelled the debit card because of their reviews I later read that they keep pulling payments after you cancel it. This company should be prosecuted and shut down!Business Response
Date: 09/04/2025
09/04/2025
**** ******-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he had service for two months. When he called to inquire he was told the service was good in the area but it was not told that it is basically a hotspot. After a few days the service was shut off. The second month package was increased to the largest but that was out 6 days later. The consumer called to cancel and asked for shipping label and now he is getting texts and emails to debit a payment. The consumer states he has canceled the debit card.
We would like to apologize for any misunderstanding that may have happened. On reviewing the account we see that the service was signed up for Wireless Home Internet. We are sorry to know that the service did not align with the consumers expectations and decided to cancel the account. As requested the account is inactivated. Based on the situation a refund of $67.51 for unused data has been processed. Please allow up to three days for the refund process to complete. A return label has been sent to the email address on file. The consumer must use the return label to send back the device within 30 days of inactivation to avoid non return hardware fee of $400. The current status of the account is inactive as of 09/04/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is 681825591205.
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: 09/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:09/03/2025
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 am unable to cancel me service with earthlink. there is no phone number to call, and I have sent multiple chat/texts requesting cancellation of my service, and email complaints. there is no method to cancel service by accessing my account, and the company refuses to answer my multiple requests to cancel. This is likely violates FTC compliance.Business Response
Date: 09/04/2025
Date - 09/04/2025
Hal Apple BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that he is having difficulties getting their services canceled with EarthLink. The consumer states that he tried canceling the service by chat, text and by email, however, the account was not canceled. The consumer in the final resolution would like EarthLink to cancel his services and stop billing him.
We are sorry for the negative impact and would like to assure that EarthLink always strives for better customer experience. As per the policy, ********************** does NOT accept cancellations by any method other than by telephone. 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 ". We do see that the consumer contacted EarthLink on September 3, 2025, and as per the consumers request, the account was canceled. The account is inactive and there will be no further billing on the account. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation number for this response is 204152415.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 09/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.
Sadly, I had called other times and was not able to speak with someone to cancel. Nor were instructions on how to cancel clearly provided on your website, and no means exist for customers to email you. During one chat, the *** ghosted me--did not respond--after I was waiting for over a half hour. Another *** said they were going to escalate my request to cancel to an executive customer service person, and that a "case #" would be opened. I immediately stated that was not what I wanted--I did not need a case# to address my concerns. Further, nobody ever got back to me on the "Case #" that was being created.Additionally, I had put in requests over concerns that after setting up "automated ***lies" were not being added. I tried multiple times to set up automated responses to those who were emailing me. That function never worked on my account.
Thank you for cancelling my account.
Hal AppleInitial Complaint
Date:09/02/2025
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 makes it extremely difficult to cancel service. I have tried many times to get ahold of them and now it has been so long I cant remember the account details etc. All I have is the phone number that has been out for years. The money comes out of my checking account and I cant stop it. Please do something about this company.Business Response
Date: 09/03/2025
09/03/2025
******* *****-BBB # ********
EarthLink Acct # Not found
The consumer states that it is made extremely difficult to cancel the service. It is stated that she has tried many times and now it has been a long time that she cannot remember the account details. It is mentioned that the money is taken out of the checking account and she cannot stop it. The consumer is seeking a resolution.
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
************************ account number or invoice number
c.The name,street address or phone number that is listed on 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 is681824861310.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:09/02/2025
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 inquired about service. Accepted the quote for service. A competitor installs Earthlinks service. I can use the internet on a computer, but it won't play the TV. The signal isn't strong or consistent enough for the TV. Once this was discovered I called and requested cancellation. They offered me a range extender. I have used them before, they don't work if you can't get a signal from the router to your phone monitoring the speed. My phone won't connect to the router from the second or first floor. The phone lines coming into the apartment are damaged inside the walls. The only location the modem/router can be placed in the back top of the 3rd floor closet. When the closet door is closed the signal has a hard time with electronic items in the bedroom on the other side of the door. It won't connect at all with any electronic on the 2nd or 1st. For this reason I requested a refund and cancellation because the service sold to me doesn't work. I was told there's a $200 cancellation fee. I was really upset then.... A company who offers service that doesn't work won't refund the cost to find out that it doesn't work and then they want to rub salt in the wound by charging an additional $200. The service doesn't work should be enough for one to receive a refund. They are welcome to come check the signal and verify my complaint and problem. I don't feel as though I should have to pay for a service that does not work or perform up to the standard they advertise.Business Response
Date: 09/03/2025
Date: - 09-03-2025
****** Speed BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that he signed up with EarthLink for internet services and also accepted the terms and conditions. The consumer states that he had issues using his TV as the signal was not strong enough. The consumer states that he lives in a three-floor apartment. The consumer states that his first and second floors had damaged internal phone wires, so the router had to be kept on the third floor. The consumer states that since there were signal issues, he decided to cancel the EarthLink services. The consumer was offered Wi-Fi extenders, but the customer declined, stating that he had used these in the past and they never worked. The consumer states that he was informed that he would be charged a cancellation fee for canceling the service. The consumer has therefore mentioned his dissatisfaction with EarthLink in regard to it. The consumer in the final resolution would like to cancel his services without a cancellation fee and also has requested a total refund of the bills that he had paid to EarthLink.
On reviewing the account, we see that the service was set up for Hyperlink Internet service. We are sorry to know that the consumer did not get the desired connection. We did try to offer the consumer an alternative way to access the net using the **** extenders. However, the consumer has decided to cancel the service. So,as per the consumers request, we have inactivated the account as of September 3, 2025. We would like to inform the consumer that the ***************** comes with a one-year contract with an Early Termination fee. As per the policy, if the account gets canceled or inactivated within the first year of service, the consumer is liable to pay an Early Termination Fee. Therefore, the consumer will be billed with taxes $200.32 as an Early Termination fee. We would like to inform the consumer that when a customer signs up for a new *****************, the consumer initially gets charged the installation fee. This amount is paid to the installer to personally visit the consumers premises to install their services. Therefore,this amount is not refundable.
In order to bring this matter to a close, we would be refunding or waiving the cancellation fee of $200.32. Additionally, we will be refunding $168.26 that is the two months internet charges. Please allow 3 to 5 business days for this refund transaction to complete. We would request the consumer not to dispute the above charges paid to us, as there would be issues refunding the amount back to the consumer. 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 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 will be charged a non-return item fee. The confirmation number for this response is 204151315
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
**************************************************************************************** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 09/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** SpeedInitial Complaint
Date:08/31/2025
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 had this internet service for 30 days. From the second day on, it has not worked. I have tried to cancel and they threaten me with a $400 early termination fee. I feel like I should sue them because they have not provided me with the service that I asked for. My internet has gone out over 20 times in 30 days. I just want to cancel but they won't let me.Business Response
Date: 09/02/2025
09/02/2025
**** *****-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she had internet service for 30 days. From the second day the service has not worked and she has tried to cancel it. It is mentioned that she has been informed of $400 Early Termination Fee. The consumer states that she has not been provided the service she has asked for and wants to cancel without having to pay the Early Termination Fee.
On reviewing the account we see that the service was set up for high speed Internet access. 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 to know that the consumer decided to cancel the account due to technical reasons. Based on the situation the account is inactivated as of 09/02/2025. The service is under a term commitment of one year. As per the policy, if the account is canceled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. As designed by the system the account was charged an Early Termination Fee upon cancellation. As a special consideration we are refunding the Early Termination Fee of ******. We have also refunded the last charge of $67.95 applied on 08/26/2025. The refund will reflect in the bank statement in up to three days. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 204150075.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:08/31/2025
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 billed me $84.02 for 7/30/25-8/29/25 for optic internet. Instillation was on 8/29/25. Installer informed me optic internet was not available in my area and what was installed was inferior to what I already had. I reached out to them the same day, 8/29 and requested cancellation. They debited my account on 8/31. Now they are saying they wont refund my money. I havent received any services from them!Business Response
Date: 09/02/2025
Date: - 09-02-2025
***** ****** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that he was billed $84.02 for optic internet service. The consumer states the installer informed him that optic internet service was not available in his area. The consumer states EarthLink service that was installed on August 29, 2025, was inferior then the service that he had with his previous provider. The consumer states that on the same day after the service was installed, he had requested to cancel the account. The consumer states that after two days, he was billed for the services. The consumer states that his refund request was denied. The consumer has therefore requested EarthLink to look into this matter and resolve his issue.
On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service. As per EarthLink policy, once the service is installed, the consumer gets charged for their internet service in advance. So, when a consumer signs up for a new ****************** the consumer initially gets charged the installation fee.However, here the consumer was offered a free installation. After the installation was completed, the consumer was billed $84.02 towards his first month`s internet bill. We do see that the consumer had already contacted EarthLink on August 29, 2025, requesting to cancel the account. We would like to inform the consumer that 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 within the first year of service,the consumer is liable to pay the Early Termination Fee. Therefore, after cancelling the account today, the consumer was billed the Early Termination fee of $201.41 with taxes.
However, to bring this matter to a close, we have decided to refund the entire amount that the consumer had paid to EarthLink. The consumer would be refunded the $84.02 and also the $201.41. Please allow 3 to 5 business days for this refund transaction to complete. We would request the consumer not to dispute the above charges paid to us, as there would be issues refunding the amount back to the consumer.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 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 will be charged a non-return item fee. The confirmation number for this response is 204149399.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
**************************************************************************************** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 09/03/2025
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,
***** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.