Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 612 total complaints in the last 3 years.
- 257 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:07/03/2024
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.
When I initially signed up, I had them triple check my internet was on a compatible area as I work from home and cannot deal with internet outages. I was assured if there was, the technical department would help resolve.From the moment the showed up to install, it has been a nightmare. It was suppose to be a few hours for install, it took a day and a half. We still have wires exposed from where they installed and never came back to fix. I have been without internet for days and keep getting bounced around via phone numbers, chat options and emails. No one has returned my call or assisted with resolution. The chat feature keeps directing me back to the 888# and/or telling me to email for help. I have never not been able to get ahold of an internet provider for this long and need immediate assistance.
Business Response
Date: 07/09/2024
Date: - 07-9-2024
************************* BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that she signed up with EarthLink only after confirming that internet service was compatible in her area. The consumer states that she cannot be out of internet as she works from home. The consumer complaint that the installer had left the wires exposed and hanging in her premises. The consumer states that she is now currently without internet and is looking for a resolution from EarthLink.
We apologize for all the inconvenience caused to the consumer. As per the consumers issue we have escalated this issue to our Tier3 tech. On reviewing the account,we see that the Tier 3 tech has been working with the consumer in getting the issue resolved. Basis recent updates, our Tier 3 tried to contact via phone and the consumer has advised them to reach her though email. Tier 3 has confirmed with the vendor team that the consumers internet connection would be activated by this Friday June 12, 2024. We are sorry for the delay in getting the consumers service activated. EarthLink makes all reasonable efforts to provide high quality service with award winning support,but the complex nature of the internet service depends on various factors like infrastructure, wiring etc. some of which are beyond EarthLinks control. For the inconvenience caused to the consumer we have placed a free month. The free month would be applied from 31st July 2024 and would end on 30th, August 2024. The normal billing would resume from August 31,2024, for $80.95. In case the consumer wishes to directly reach our Tier3 tech, they could contact them at ************ followed by the pin ****. The hours to contact them are Monday to Friday between 10 am to 8 pm Est. The confirmation number for this response is 203137967.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************************************************************************************;
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 07/10/2024
I was told last Friday, July 5th that it would take 48 hours to reconfigure the router/have a tech here. I had requested email communication as I am constantly being bounced around, told different stories. As of today (7/10/24), I still have no email advising that my internet would be active 7/12/2024. Considering that I was already charged for July and have been without services, how is it "free" by offering me a month at no cost? I am currently almost two weeks in without internet but had to pay in advance. I also do not understand how they are providing information that I am aware of 7/12/24 reconnection date as I would have advised that was an unacceptable time frame. I would have never went with this company had they given accurate information at the time I initially contacted them.
Business Response
Date: 07/17/2024
Date: - 07-17-2024
************************* BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer has mentioned her dissatisfaction with EarthLink as its taking a longer time in getting her services up. The consumer has also stated that the free month is not sufficient as she had already paid for the month and the issue is not yet resolved. The consumer would like EarthLink to look into this matter and provide her a better compensation.
We apologize for all the inconvenience caused to the consumer due to unforeseen delay in getting the customers service up and running. We are trying our level best to resolve this customers issue. We have already escalated the customers issue on a priority basis to our vendor and are continuously being in touch with them. Our concerned team has confirmed with the vendor team, that the consumers internet connection has been activated. We are sorry for the delay in getting the consumers service activated. For the inconvenience caused to the consumer we have decided that apart from a free month of internet service, we will also refund the last charge of $80.95. Please allow up to 3 business days for this refund transaction to complete. The free month would be applied from 31st July 2024 and would end on 30th, August 2024. The normal billing would resume from August 31, 2024, for $80.95. In case the customer has any queries or issues regarding the technician visit, she can reach our installation department at *********** or contact me at my below contact email address. The hours of operation are Monday to Friday 10 am to 6 pm EST. The confirmation number for this response will remain the same 203137967.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
************************************************************************************************* | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:07/03/2024
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 signewd up with the internet provider because i work from home and even though it was a bit pricey they offered great services and perks. Turns out it is all a lie and I have nothing. not even the 3mbps speed they say i signed up for which i cant even login to my platform with those types of speeds so there is no way i agreed to such nonsense in my life.Business Response
Date: 07/08/2024
07/08/2024
*******************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she signed up with the internet provider because she works from home. It is stated that it was a bit pricey but she was offered great service and perks. The consumer states that it was a lie and she did not get even 3 MBPS speed. It is further stated that she cannot login with this speed and there is no way she agreed for it. The consumer wants modification/discontinuance of the advertised claim and has disputed $35.00.
On reviewing the account we see that the service was set up for HyperLink internet access. There is no speed upgrade available for this consumer. EarthLink does not promote any product knowingly that the service will not work. The consumer may experience technical difficulties or speed issues due to the nature/complexity of the internet service but there is no deliberate misleading of any product or services. There are several factors affecting the speed and quality of the internet service. EarthLink makes all reasonable efforts to provide high quality service with award winning support but the complex nature of the internet service depends on various factors like infrastructure,wiring etc. some of which are beyond EarthLinks control. Because the consumer cannot login due to speed and would not agree for it we have inactivated the account as of 07/08/2024. The charge of $76.19 dated 07/03/2024 was rejected and there is an outstanding balance. As a courtesy this charge has been waived. The installation fee of $39.95 is not refundable. Based on the situation the installation fee of $39.95 is refunded. Please allow up to 3 days for the refund to reflect in the credit card statement. 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 ******* 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 current status of the account is inactive as of 07/08/2024. The lines will be released in 7-10 calendar days. The confirmation number for this response is 203138730.
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:07/02/2024
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 purchased an internet plan from EarthLink I was told the plan included unlimited data when the modem finally came in several weeks later I activated it paid another fee only to find out it was only a 100gb plan and they dont offer unlimited data since then Ive made numerous phone calls to EarthLink to cancel the plan so far no one will accept my call or return it. This company is a scam and needs to be stopped.Business Response
Date: 07/03/2024
Date: - 07-3-2024
*************************** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that he had signed for Wireless Home internet service as he was informed that it was an unlimited data internet service. The consumer states that after several weeks he received the modem, and he was told to pay another fee. The consumer states that at that time he came to know that the service that he had signed up was a 100Gb data plan. The consumer states that he therefore tried to contact EarthLink couple of times to cancel the service. The consumer has therefore mentioned his dissatisfaction with EarthLink and has requested EarthLink to look into this matter.
On reviewing the account, we see that the consumer had signed up for Wireless Home Internet service with data cap of 100 GB. A wireless home internet has a data cap and so is not unlimited. After the data is over the consumer needs to pay extra to get more data to run the internet. We sincerely apologize for the miscommunication that might have happened at the time of sale and also for the inconvenience caused while the consumer was trying to cancel the service. 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 inform the consumer that we have followed up with the sales team and appropriate action will be taken.
In order to bring this matter to a close we have decided to refund the entire monthly fee. In regard to the refund request placed against the initial payment of $79.95 made at the time of sign-up. This payment is for the processing and handling fee. As per EarthLink Wireless Home Internet policy, the processing &handling fee is non-refundable. However,looking at the situation we have decided to refund the monthly fee as well as the processing fee. This refund would be processed once the consumer returns the modem back to EarthLink. Once the modem is returned the consumer could contact us with the confirmation number SDP # ******.
An email has been sent to the consumers contact email address with a link for the Return Label. We like to inform the consumer that he will have 30 days to return their router.If he fails to do so, the consumer will be billed a Non-Return Hardware fee of $400. The consumer also has the option to mail the router back by himself to EarthLink by post at this EarthLink Mail address. EarthLink Consumer Returns C/O KGP LOGISTICS, Attn: EarthLink Consumer Returns, *********************************************** The consumer can contact EarthLink at ************* (9 am to 10 pm ET 7 days a week) and provide us with the tracking number. The confirmation for this response is SDP # ******.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
*************************************************************************************************** | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:07/02/2024
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.
Subject: Complaint Against EarthLink Internet Provider I am writing to formally lodge a complaint against EarthLink Internet Provider for their unprofessional conduct and inadequate customer service, which has severely impacted my ability to work from home.For the past week, I have been without internet service, rendering me unable to perform my job duties. Despite numerous attempts to contact EarthLink's customer service department by phone, I have been met with extended hold times exceeding one hour, only for the calls to disconnect. Additionally, my calls are never returned.I have also attempted to resolve this issue using EarthLink's "Chat with Us" option on their website, but this method has proven equally ineffective. Despite following all recommended procedures, I have not been able to reach a representative to discuss my concerns or to successfully cancel my service.EarthLink's lack of responsiveness and support is not only frustrating but also unprofessional. As a paying customer, I expect a certain level of service and the ability to communicate with the company regarding issues and cancellations.I am requesting the Better Business Bureau to assist in addressing this matter. I need to cancel my service with EarthLink immediately and seek a refund for the period during which I was without service.Thank you for your attention to this complaint. I look forward to your assistance in resolving this issue.Sincerely,**********************Business Response
Date: 07/03/2024
07/03/2024
**********************-BBB # ********
EarthLink Acct # ********
Acct Status: Inactive
The consumer states that the service has severely impacted the ability to work from home as there has been no internet service for the past week. The consumer states that despite several attempts to contact EarthLink customer service, there have been extended hold times only for the calls to disconnect. The consumer has also tried Chat with us option but that also proved ineffective. The consumer would like to cancel the service immediately and is seeking a refund of the unused portion of the service.
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 there has been no service for the past week. We apologize for the hold time and the difficulties experienced while trying to contact customer service. We continue our efforts to reduce the hold time. 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 07/03/2024. A refund in the amount of $58.70 for unused data 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. 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 SDP 606142.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respctfully
*******************
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**********************Initial Complaint
Date:07/02/2024
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.
On June 17, 2024, I reached out to Earthlink LLC to get wireless internet service at my new home, *******************************************************. They offered me unlimited internet service and charged me a processing and handling fee of $79.95. I received the Earthlink wireless home internet device on June 20. On this date, I reached out to them, they made me pay the monthly fee of $95.95 immediately. After making the payment, I was transferred to one of their representatives. I told them that my service was very poor at my location. They had me relocate and reconnect the device at different locations around my house and I only got 2 out 3 green lights available, meaning I wasn't getting a good connection. They also tried to troubleshoot my device as the ******************** service I was getting was still very bad. On June 26, I hired ADT service for my home, the technician told me they could not get me the service due to my poor internet connection. According to the tech I was getting "2 out of 75 of internet connection". I reached out to Earthlink again, and they admitted that the internet service at my home was very poor. They tried to troubleshoot the device again but it was unsuccessful. I requested for my service to be canceled and to get the $79.95 and $95.95 payments refunded but they refused. I requested to talk to a supervisor, they said they were unavailable but could have them call me back. I agreed to the call back but they never called me back. Today, July 2, was the last time I talked to them. ****/Supervisor to refund the total of $175.90 as the first fee was for shipping and handling and the second one for the service I've used. I am requesting the total of $175.90 to be refunded to my Discover credit card due to a terrible internet connection I've had since day one. They've confirmed the internet service at my location is bad, they've troubleshooted my device, they've had a technician out in the area and none of this has helped me get a better internet connection.Business Response
Date: 07/03/2024
Date: - 07-3-2024
***************************** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that on June 17, 2024, she signed up with EarthLink for wireless home internet service. The consumer stated that she was offered unlimited internet service and was charged a processing and handling fee of $79.95.The consumer states that upon receiving the modem on June 20, she called up EarthLink for connection setup. She was told to pay the monthly fee of $95.95 and was connected to the technical team. The consumer states that despite of moving the modem in the house she was unable to get a proper signal. The consumer states that later on 26th June she tried to install the *** service but was unable to do so as the internet connection was poor. The consumer stated that she therefore requested to cancel her service. The consumer states that she was declined a refund against the amount that she had paid to EarthLink. The consumer has therefore mentioned her dissatisfaction with EarthLink and has requested EarthLink to look into this matter.
We apologize for all the inconvenience caused to the consumer. We would like to assure all the consumers that EarthLink always strives for better customer experience. ********************** makes all reasonable efforts to provide high quality service with award winning support, but the complex nature of the internet service depends on various factors like infrastructure, wiring etc. some of which are beyond EarthLinks control. We are sorry to know that the consumer did not get the desired internet connection.
We would like to inform the consumer that in order to get proper compensation for the service not working fine, the consumer has to decide immediately after using the service whether to keep the service or not. However, the consumer has failed to do so and has canceled her service nearly after 2 weeks. The consumer also had used up around 115 GB out of 300 GB for the month and that shows that she was using the service. EarthLink therefore declines a full refund against the data consumption made by the consumer. However, as a courtesy we are refunding $85.85. Please allow up to 3 business days for this refund transaction to complete.
In regard to the refund request against the initial payment of $79.95 made to EarthLink at the time of sign up. This payment is for the processing and handling fee. As per EarthLink Wireless Home Internet policy, the processing & handling fee is non-refundable. We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale and so therefore this amount is not refundable. The consumers account is inactive and there would be no further charges unless the consumer does not return the modem within 30 days. If she fails to do so, the consumer will be billed a Non-Return Hardware fee of $400. The confirmation for this response is SDP # ******.
Respectfully
-Roiden
EarthLink Executive Relations
EarthLink
*************************************************************************************************** | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:07/01/2024
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 called a company named Bright speed Internet because I moved into a home that was not serviced by my old cable company. I had googled this company and saw fairly good reviews and decided to go with them. Following some email instructions with a phone number I called and was told that there is a no risk guarantee that if I am not satisfied, I have 30 days to cancel service any money will be refunded. Later in the discussion, she said she needed to get a Payment of $79.95 and again I asked if I didnt like this service would I be refunded and was told yes. I was waiting on the modem to arrive and it wasnt here and ended up calling the companies **************** number three or four times over the next several days. Every time I called I was on hold for over an hour. They outsource their customer service overseas and I did have difficulty understanding them, but they always said its unusual to have such a long hold time. After a few days of this, I called again and told them I did not want this service. I told them their customer service was horrible and even though I never received the Internet, I didnt want this service provider. I asked for my $79.95 refund and they promptly told me that that was a handling and process fee and that was not refundable. I was furious. First of all, it seems that what I have realized is that I was not dealing with bright speed Internet anymore. I was dealing with a company called EarthLink. Im not even sure when this happened since I never called them. When I googled EarthLink, it gets absolutely horrible reviews. Somehow I think that bright speed contracts with EarthLink, but I never knew this. I did not sign up for service with EarthLink. I want my $79.95 back from this company. These reviews, such as mine are all over the Internet. They are a horrible company to deal with.Business Response
Date: 07/03/2024
07/03/2024
*******************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she called Bright speed internet because she moved to a new home. The consumer states she was told she had 30 days to cancel the service and the money will be refunded. It is stated that she was told that a payment of $79.95 was needed. The consumer was waiting for the device and called customer service three to four times and was on hold for over an hour. It is mentioned that she did not receive the internet and did not want the service and after a few days she called to cancel the service. It is further stated that she asked for $79.95 refund and was told that it was handling and processing fee which is not refundable. The consumer states that she did not sign up for service with EarthLink. The consumer is seeking a refund of $79.95.
We apologize for the negative impact and any miscommunication that *** have happened at the point of sale. On reviewing the account we see that the service was signed up for Wireless Home Internet. We are sorry to know that the consumer decided to cancel the service. The initial payment of $79.95 is the installation/activation fee and must be paid before the equipment is sent to the consumers home. This is a non-refundable fee. Based on the situation the charge of $79.95 has been refunded. It will take up to 2-3 business days for the refund to reflect in the credit card statement depending on the financial institution. The device has been returned and the account is closed as of 06/21/2024. We are sorry for the hold time and continue our efforts to reduce it. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedbacks positively to improve our staff and services. The confirmation number for this response is SDP 605975.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 07/04/2024
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,
*******************************Customer Answer
Date: 08/14/2024
This company did not realize that they sent out TWO modems to me. After BBB got involved and they refunded my money, I told them I had a second modem and would be happy to send it back if they provided me with a label. They agreed. They said the label had been sent several times to my email addresses as well as my physical location, but there has never been any labels sent because I have checked spam folders and nothing came to my home either. I told them to remove my credit card information when the dispute was settled before but now they have charged me over $430 for the modem that has not been returned to them as of yet. I explained to them it was not my responsibility to pay to send that modem back and I still feel that wayBusiness Response
Date: 08/15/2024
08/15/2024
*******************************-BBB # ********
EarthLink Acct # ******** WHI
Acct Status: Inactive
The consumer states that the company did not realize they have sent two modems. After getting BBB involved the money was refunded. The consumer states that she informed that she has got a second modem and would be happy to send it back if she was provided a return label. It is stated that she was told a return label has been sent several times to her email address as well as the physical location but she did not receive. It is further stated that she told to remove the credit card information but now she is charged $430 for the modem that has not been returned. The consumer states that it is not her responsibility to pay to send the modem back and feels that way.
In the initial response it was stated that the account was signed up for Wireless Home Internet service. The initial payment of $79.95 is the installation/activation fee and must be paid before the equipment is sent to the consumers home. This is a non-refundable fee. Based on the situation the charge of $79.95 was refunded. As requested we have tried to send the return label at the email addresses as well as the mailing address. For some unknown reason the consumer did not receive it. In an effort to resolve this issue we have marked the return label as received and complete. We have refunded the charge of $438.00 including tax that was applied for unreturned hardware. The refund will reflect in the credit card statement in up to three days. The credit card can be replaced on the account as designed by the system. The account does not get charged when closed with zero balance, We have escalated the matter to our Accounts team to remove the card from the system and as reported there is no card on file.The current status of the account is inactive and there will be no further billing. The confirmation number for this response is SDP 612770.
We apologize for any inconvenience that *** have been caused to the consumer while dealing with this issue.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:07/01/2024
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 called Earth Link on 1/26/24 paid 9.95 to established internet connection. I received the router within a couple of days. From January to February Earth Link called and sent two of ******* technicians to my home to establish a connection, (prior ******* was my internet provider) which on both occasions, they ******* were unsuccessful in hooking up the router because of some technical issues with cabling, Mind-you these ******* technicians spent over an hour and were unsuccessful on both attempts. Frustrated I contacted Earth Link on Monday, February 12th, 2024 10:29 AM and canceled my services. They sent me a return label through email. I sent there router back on February 15, 2024 11:23 from ******* drop-off; tracking number 1ZEV90729019344210. Thinking that was the end, after some time I started to receive letters and phone calls from a debt collection for $300.00. I tried on many occasions to contact Earth Link, which transferred me to ************************ which is their underline collection agency. I tried explaining to Waypoint on many occasions and to no avail and getting through was unsuccessful to Earth Link, which they Waypoint kept sending me numbers that were non-existence, and some numbers that were activated only sent me right back to Waypoint. I know when I'm getting the shaft. I'd even tried contacting corporate for Earth Link via phone calls and email with no respond. It's like someone in customer service or shipping and returns aren't informing collections of vital information at customers/consumers expense. Enough is enough, the line has to be drawn somewhere and soon. How long will corporations be allowed to furiously act at random with no control?Business Response
Date: 07/03/2024
Date: - 07-3-2024
***************************** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that she signed up for internet service with EarthLink on 1/26/24. The consumer states that she received the modem within couple of days. The consumer states that from January to February EarthLink called and sent two of ******* technicians to his home to establish a connection. The consumer states that due to some technical issues with cabling the ******* installation tech could not install the service. The consumer states that on February 12, 2024, he called up and got the services canceled. The consumer states that he received the return label via email from EarthLink. The consumer states that he is unable to connect through router back on February 15, 2024. However, was billed $300 for not returning the modem. The consumer has mentioned his dissatisfaction with EarthLink in this regard. The consumer is seeking a resolution from EarthLink in this regard.
We sincerely apologize for the inconvenience caused to the consumer. We would like to inform the consumer that 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 did not get the desired connection. As per our records the account is in collections due to nonpayment of $300 towards unreturned equipment fee. That is the reason the consumer was getting reminder calls to pay this outstanding balance. However,in order to bring this matter to a close as a courtesy we have decided to waive this amount and remove the consumers account from collections. Please allow up to 45 days for this collection process to complete. In case the consumer gets a call from the collection team, he could give this confirmation number ********* as proof of his collection amount being waived. The confirmation for this response is *********.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
************************************************************************************************* | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 07/07/2024
Complaint: 21926575
I am rejecting this response because:
Sincerely,
*****************************: There seems to be a mistaken quotation in my statement. I stated and I quote. I received a return receipt and I returned the router to ******* Drop off package date February 11, 2024 11:23 am tracking number 1ZEV907290193442109. If you did not receive the router, which I doubt, you need to take that up with Staples .And as far as your various factors of complexity in nature, it is Earth Link whom I intended to enter a contract with and no one else.Business Response
Date: 07/08/2024
Date: - 07-08-2024
***************************** BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer has rejected the response stating that he had received the return label and accordingly returned the router through Staples. The consumer has mentioned the date and time of returning the router to ******* along with the tracking number. The consumer has therefore requested EarthLink to check with Staples in regard to router shipment status. The consumer has also mentioned that he had intended to enter a contract with EarthLink and no one else in regard to internet connection. The consumer would like EarthLink to look into this matter.
We would like to thank the consumer for providing information in regard to returning the router. We have already sent this information to the concerned team. We would like to rest assure the consumer that the outstanding balance has been waived and also the router issue has been taken care by our concerned team. In regard to contract, we would like to inform the consumer that the contract is always between EarthLink and its customers. There is no other party involved in the contact. ******* 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 therefore, EarthLink has tied up with the phone companies who have laid out their lines in that particular area. Once the installation is completed the billing part and the internet service are provided by EarthLink along with technical support.
In case if the consumer has any queries in regard to his account, he could reach us at ************* or have a live chat on **************************************************; The hours of operations are Sunday to Saturday between 10 am to 6 pm EST. The confirmation number for this response is 203130879.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
*********************************************;
*******, ** | 30328?
****************************
EarthLink ************** Agreement:
********************************************;Initial Complaint
Date:07/01/2024
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.
On May 31, 2024, I ordered wireless internet from EarthLink by phone. The salesperson claimed my address would be served with download speeds of 100mbps. I paid $79.95 for the equipment and $55.91 for the first month service. I was not able to set up the service independently as promised. After extended time on the phone the account was activated. I was not able to get a full signal and download speed never reached more than 10mbps. I called back on June 5 and was told to allow time for outages in my area to be repaired. Service did not improve. I cancelled on June 10 and was informed that I would receive a refund for the service only, in 3 days. It was not refunded. On my final call they said the refund request was denied because I used 1 of 100 G provided by the plan. They apologize but provide no resolution and no refund. I regret ever interacting with this business.Business Response
Date: 07/02/2024
07/02/2024
*************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that on 05/31/2024 she ordered wireless home internet from EarthLink. It is stated that the sales person claimed that her address would be served 100 mbps download speed. It is mentioned that she paid $79.95 for the equipment and $55.91 for the first month service. The consumer states that she was not able to set up the service independently as promised and was not able to get full signal and download speed. The consumer contacted on 06/05/2024 and was told to allow time for the outage to be repaired. The service did not improve and she cancelled on 06/10/2024. The consumer is seeking a refund.
On reviewing the account we see that the service was set up for Wireless Home Internet. We are for any miscommunication that *** have happened at the point of sale and for the technical difficulties experienced by the consumer. 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 that the consumer cancelled the service for technical reasons. The total charge of $135.86 has been refunded. It *** take up to 2-3 business days for the refund to reflect in the credit card statement depending on the financial institution. The account is inactive as of 06/10/2024 and the device has been returned. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is SDP 605968.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 07/05/2024
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. EarthLink should have provided a refund immediately when they were not able to provide the service.
Sincerely,
*************************Initial Complaint
Date:07/01/2024
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 signed up with Earthlink wireless at the moment two weeks ago. When I signed up and when I received the item it states that I will be able to change the password and username of the WiFi. I tried it the first day it would not let me and the associate who I spoke to , told me it usually takes 24 hours before I can make any changes. So I waited. It still would not let me, so I thought maybe they meant from the next day so I waited 48 hours instead. I tried calling Sunday there was no answer. So I tried again on that Monday the first person who I spoke to told me that I had to reset the modem so I did, the call dropped and he left a voicemail, I went ahead and reset the modem it still didn't work, so I called again and this person told me I had to uninstall and reinstall the app and that I had to change my password , I did that it still did not work, so I called again and the next person who I spoke to told me she would have to put in a ticket and that it would usually take ***** for them to get in contact with her, and I asked her so it will take three days before someone gets in touch she said yes. I waited the time , no one called. I called again and asked to speak to a supervisor the person said someone will call me back in a few minutes no one did. I have now had the service for two weeks and I still have not been able to change my password or username for the WiFi.Business Response
Date: 07/02/2024
Date: - 07-2-2024
******************************* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that two weeks ago she had signed up with EarthLink Wireless internet service. The consumer states after receiving the modem she was not able to change the password to connect to the internet. The consumer states that she spoke to multiple techs however she was not able to get the password changed. The consumer would therefore like EarthLink to look into this matter and refund her the $79.95 as her service did not work for two weeks.
We sincerely apologize for the inconvenience caused to the consumer. We would like to inform the consumer that 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 did not get the desired connection. We have canceled the account as of today July 2nd, 2024. We have also refunded the $79.95. Please allow up to 3 business days for this refund transaction to complete. An email has been sent to the consumers contact email address with a link for the Return Label. We like to inform the consumer that he will have 30 days to return their router. If he fails to do so, the consumer will be billed a Non-Return Hardware fee of $400. The consumer also has the option to directly mail the router directly back to EarthLink by post to this EarthLink Mailing address. EarthLink Consumer Returns C/O KGP LOGISTICS, Attn: EarthLink Consumer Returns, ************************************************* The consumer can contact EarthLink at ************* (9 am to 10 pm ET 7 days a week) and provide us with the tracking number. The confirmation for this response is SDP # ******.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
************************************************************************************************* | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 07/02/2024
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:06/28/2024
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 reached out to Earthlink to inquire on servicing I advised that I would need to use this service to effectively work from home. Therefore, I would need to have enough speed for meetings, etc. The agent advised that the unlimited wireless plan would work fine for this. They then advised that it would be a ***** router purchase. When i attempted the service, I could not effectively work. Meetings that I was presenting in would go in and out. Loading information on web browsers would take over 20 seconds. I called for assistance and they would always state that I had 300mbs and after that it will slow down. At this time I was at around 50mbps of 300mbps for my plan. They would then say they would resend a signal, etc. None of this worked. I cancelled the service on June 20th. When i cancelled the service I was told that I had to send back the router or i would be charged ******. So, apparently the ***** was not a router purchase. This was fine, as long as i received my ***** back. I was then told that the ***** was non refundable. I had used this router for less then 20 days; Was also told it was a purchase, which it was not; AND was advised that the service would cover my needs and it did not. I asked for the sales call to be reviewed due to the false information. I was told that calls cannot be reviewed by company servicing, meaning nobody in the company would be willing to confirm my concern. This company not only used false information for profit, they also refused to review valid concerns about their unethical business practices. I asked for the information to reach corporate and was given the customer service email. I believe that this company profits solely from misleading information to inflate sales, followed by unethical practices to retain those sales profits. From other reviews, I think this company needs to be investigated immediately. I also believe that the numerous victims of this company should file for compensation.Business Response
Date: 07/01/2024
07/01/2024
*************************-BBB # ********
EarthLink Acct # ******** WHI
Acct status: Inactive
The consumer states that she contacted EarthLink to inquire about the service. It is stated that she needed the service to effectively work from home. The consumer states that she would need internet speed for her meetings. The consumer was advised unlimited wireless plan and a router purchase for $79.95. It is mentioned that the service did not work effectively and the meetings would go in and out. It is further stated that she called for assistance but it never worked. The consumer has cancelled the service on 06/20/2024 and was told to send back the router or there would be a charge of $400. The consumer states that it is fine as long as she receives $79.95 back as she had thought it was for router purchase. The consumer states that the sale was misleading and unethical.
We apologize for the negative impact and any miscommunication that *** have happened at the point of sale. On reviewing the account we see that the service was set up for Wireless Home Internet service. The initial payment of $79.95 at sign up is the installation/activation fee and must be paid before the equipment is sent to the consumers home. The installation fee of $79.95 is non refundable. Based on the situation the charge of $79.95 has been refunded. The refund will reflect in the credit card statement in up to three days. We are sorry for the difficulties the consumer *** have experienced with the service. As requested the account is inactive as of 06/20/2024. A return label has been sent. The consumer must use the return label to send back the device within 30 days to avoid unreturned hardware fee of $400. We would like to assure all the consumers that EarthLink always strives for better customer experience and we will take this opportunity to improve our staff and services. The confirmation number for this response is SDP ******.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 07/01/2024
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. Please note that I still have not received my ***** credit. However, I hope it will show soon. The equipment has been sent back on 07/01/24
Sincerely,
*************************
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