Complaints

This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  ITC Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

• 

  One Communication

  7150 Windsor Dr Ste 4 Suite 4 Allentown, PA 18106-9328

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against EarthLink Gift Card Promotion I signed up for EarthLink internet service in January 2025 based on their advertised promotion of two $100 gift cards: one after 60 days of service, and a second after an additional 120 days.I satisfied both requirements:I had 60 days of active service (qualifying for the first card).I continued for 120 more days (qualifying for the second card).However:EarthLink did not issue the first $100 card until about six months after I qualified.They are now refusing to issue the second card, claiming I must wait ******************************************************************* the promotion.This is deceptive. The terms required 120 days of service, which I fully met. EarthLinks delay and refusal constitute misleading business practices and breach of contract.Resolution requested:Immediate issuance of the second $100 gift card or waiver of the cancelation fee to match the lost amount.Assurance EarthLink stops this practice for other customers.I can provide documentation including the promotional offer, billing records, and EarthLink communications.

  

  Business Response

  Date: 09/02/2025

  09/02/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that he signed up for EarthLink internet service in January 2025 based on the promotion of two $100 gift cards: one after 60 days of service and the second after 120 days. It is stated that EarthLink did not issue the first $100 card until about six months and now refusing to issue the second card, claiming that he must wait 120 days after the first card was issued. The consumer states that this is misleading and breach of contract. The consumer is seeking immediate issuance of the second gift card of $100 or waiver of the cancellation fee to match the lost amount.
  
  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. 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 has been sent to the registered email address by the Rewards team on 08/08/2025 and 08/15/2025. The consumer has opened the email several times. The consumer needs to follow the instructions in the email and fill the form to get the gift card. EarthLink takes feedback's positively and will continue our efforts to help improve our services. The confirmation number for this response is 204150309.
  
  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: 09/02/2025

   
  Complaint: 23819929
  
  I am rejecting this response because:
  

  Thank you for the thorough reply. The mailed request is en route for the first gift card and can be followed with this **** tracking number: 70142120000438689326

  On a separate note, my personal belief is that EarthLink designs the gift card redemption process to be difficult to discourage redemption. Why do I have to wait for an email, which prompts me to send a paper mail request to EarthLink, just to receive a virtual gift card? I do not believe this system is set up with good faith in mind. Rather, I believe it is intentionally designed to extract maximum profit. As stated, these are only my opinions, and should be interpreted by the reader as such.

  The email on the 8/8/15 and 8/15/25 are for the same gift card, and the response from EarthLink ignored my primary concern related to the second gift card. Please address this concern promptly.

  
  Sincerely,
  
  

  

  Business Response

  Date: 09/09/2025

  09/09/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he is rejecting the response because the mail request is en route for the first gift card with the **** tracking number ********************. It is stated that he believes the gift card redemption process is made difficult to discourage redemption. The consumer wants to know why he has to wait for an email which prompts him to send a paper mail to EarthLink to receive the gift card. The consumer states that EarthLink has ignored his primary concern related to the second gift card. The consumer wants EarthLink to address his concern promptly.
  
  In the previous response it was stated that the service was signed up for high speed Internet access. The consumer was told to follow the instructions in the email and fill the form to get the gift card. This matter was further escalated to the Executive team and the second gift card email has been sent.The consumer will get the second gift card in 5-7 days. For any concerns regarding the second gift card, the consumer can contact EarthLink Rewards directly at ************ for further assistance. As per the records the consumer has requested to cancel the account due to re-location. 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 feedback's positively to improve our services. The confirmation number for this response is 204159805.
  
  EarthLink apologizes for any delay that may have occurred and for any inconvenience it might have caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23819929
  
  I am rejecting this response because:
  

  Earthlink has provided the first $100 gift card, and the email for the second gift card. I have printed and mailed the request for the second virtual $100 gift card. Since the second virtual $100 gift card has not been received yet, Im deeming this case still open until such a time that it is received.

  Also, I was told by an EarthLink representative that the cancelation fee is $150, however my card was charged $160.50. I did not receive an invoice or any explanation for the higher charge. Can EarthLink explain this?

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fue un error que ellos dijeron que era la compaa de optimun y por eso aceptamos los servicios y pusieron la caja, pero ese servicio solo dur 3 das y se da.por eso devolv su caja y ellos estn cobrando un dinero que yo no le he consumido.

  

  Business Response

  Date: 09/03/2025

  Date: - 09-03-2025
  Zara ****** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that she signed up with EarthLink for internet services.  The consumer states that they were able to use the service for 3 days as the box sent by EarthLink was a damaged one. The consumer states that they returned the modem but were charged for services not used.  The consumer in the final resolution would like EarthLink to remove her account from collections.
  On viewing the consumers account,we see that the consumer had disputed the charges that she had paid on April 26, 2025, for $74.62.  Due to this dispute, the account got inactivated under chargeback reason. 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 was billed $230.29 as an Early Termination fee along with taxes. Furthermore, we did not receive the modem within 30 days return period. Therefore, the consumer was billed $ ****** unreturned item fee.The total outstanding balance of $564.77 was not paid by the consumer.Additionally, the consumer had disputed the $74.62 with her bank. Therefore, the consumers account was sent to collections.
  
  However, as an exception, looking at the situation of the internet connection, we have decided to waive the complete outstanding balance. Please allow up to 45 days for this account to be removed from collections.  In case the consumer gets a call from the collection team, she could give this confirmation number ********* as a proof of her collection amount being waived. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earthlink, LLC has been repeatedly unresponsive and very difficult to contact regarding cancellation of service and a subsequent invoice, which has resulted in my inability to question and dispute a charge of $39.05 dated 9 days after I cancelled Earthlink services. After numerous calls and chats with Earthlink in late July I was finally able to connect with an actual person to cancel email and storage services. I received an email confirmation from Earthlink on 8/1/25 confirming cancellation of these services. I then received invoice number ********* from Earthlink dated 8/10/25 stating a balance due of $39.05 with no information such as the period of service, why the amount was nearly twice the monthly fee I had been paying prior to cancelling, or any other context for the charge. Between 8/10/25 and 8/25/25 (today) I made numerous attempts to contact Earthlink to request information and potentially dispute the charge on the invoice, with no success. Every phone call to both numbers provided by Earthlink got disconnected by their automated system after navigating through their phone prompts to the cancellation and payments and billing topics. On 8/25/25, after numerous attempts waiting in the Earthlink "chat" queue for an agent to engage, I was finally able to chat with **** from Earthlink who after an hour said my issue was being escalated to Earthlink's Executive Relation Team and that I would be contacted by them within 72 hours. I find Earthlink's business practices to be unacceptable. They make it purposely difficult to contact them through any means, particularly via phone, to cancel services or question invoice amounts, and provide no context for amounts invoiced. I'm requesting assistance from the BBB to resolve this matter such that I am able to receive information regarding the Earthlink invoice and potentially dispute the charge. Thank you.

  

  Business Response

  Date: 08/26/2025

  08/26/2025
  **** ******-BBB # ********
  EarthLink Acct # *******
  Acct status: Inactive
  
  The consumer states that it has been unresponsive and difficult trying to cancel the account and the subsequent charge resulting in the inability to dispute a charge of $39.05 nine days after canceling the service. The consumer received an invoice stating a balance of $39.05 with no information such as the period of service and why it was twice the monthly fee. After numerous attempts to contact EarthLink the consumer was finally told by the chat representative that the issue was escalated to the Executive Relation team who will contact within 72 hours. The consumer has disputed the charge of $39.05.
  
  As per the records, the consumer contacted EarthLink on 08/01/2025 and the account was inactivated as requested. On 08/26/2025, the charge of $23.29 that was invoiced on 07/11/2025 was disputed and taken back by the consumer. The charges were returned and the bank applied a return item fee of $15. Due to this the total outstanding balance was $39.05 including tax. As a courtesy we have waived the balance of $39.05. The account is inactive as of 08/01/2025 with zero balance. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 204141252.
  
  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: 08/27/2025

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

• Initial Complaint

  Date:08/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 28th 2025, we switched our Domain registration from Earthlink LLC to another provider. Since this time, the new provider has been hosing our website **********************. Also at that time, we informed Earthlink that we no longer wished to retain their service and requested account closure. As of this date, August 25th 2025, EarthlinkLLC has ignored our instruction and continued charging our bank account $39.34 every month. We would like our account closed and our money returned.

  

  Business Response

  Date: 08/26/2025

  Date: - 08-26-2025
  ****** ******* BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that on April 28, 2025, they switched their domain registration from EarthLink LLC to another provider. The consumer states they informed EarthLink in regard to closure of the EarthLink account.  The consumer states that EarthLink did not cancel the account, and they were getting charged for the services. The consumer in her final resolution has requested EarthLink to cancel the account and also requested a refund for the bills charged after placing the cancellation request. 
  
  
  We apologize for the inconvenience caused to the consumer. In order to bring this matter to a close we have already got the service canceled as of August 25, 2025.  In regard to the billing dispute, we would like to inform the consumer that as per EarthLink 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. However, in order to bring this matter to a close and since the consumer has been with us for a long time. As per the consumers request we are refunding $157.36.  Please allow up to 3 weeks for this refund transaction to complete. The account is inactive and there would be no further billing on the account.  In case the consumer has any issues relating to their domain account, they could contact our domain department directly at *************. Their working hours are Monday to Friday between 10 am to 6 pm EST. The confirmation number for this response is 204141340.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 08/27/2025

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

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called EarthLink on a Friday to set up services. On the call I agreed to their terms and conditions after I *as guaranteed an appointment *ith their installation ***s * in ***** hours. Monday came, nothing. This continued on throughout the *eek until Friday I finally called to cancel. When I called I explained that I had not heard from anyone as far as installation and that *as a HUGE deal breaker, since I run an online business from home and *as promised expedited installation. They *ere very apologetic and the *** told me she *anted to leave the order in just in case my ne* provider had the same issue and they *ere able to come install before the provider I picked. (Still no installation date) I said *hy not and hung up and called ***** They sent a technician out Tuesday morning. They laughed bc another **** technician had an appointment *ith my address as *ell bc they *ere contracted out through EarthLink. They explained to me that In my area they do all the installations for themselves and EarthLink, including equipment, etc. I decided to stick *ith **** because if any problems arise I feel better kno*ing they can sho* up quickly to fix them. I asked about the EarthLink equipment and they assured me it *as never installed and the cancellation *ould be done through them. Fast for*ard 3 days later and my account gets charged $68. I called EarthLink and explained the entire situation in *hich they argued *ith me that I infact did have EarthLink. I *ent through 3 different departments, an hour on the phone, and finally someone ran some tests and realized I *as telling the truth. I did not, nor did I ever use their services. The girl told me she'd send my info to a different department and they *ould get back *ith me regarding my refund. Of course I heard nothing back so today I called and *as informed I *ould not be receiving a refund because I agreed to their terms.The problem is they didn't hold their end of the bargain and they are stealing my money for nothing

  

  Business Response

  Date: 08/22/2025

  08/22/2025
  **** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she called EarthLink to set up the services. It is stated that she agreed to the terms after she was guaranteed an appointment with installation **** in ***** hours. This continued through the week and she called on Friday to cancel the account. It is mentioned that she does online business and was promised expedited installation. The consumer says that she contacted AT&T and they sent out a technician. They said that another AT&T technician had an appointment for the same address because they were contracted through EarthLink. They also said that they do all installations for themselves as well as for EarthLink including equipment. The consumer states that she decided to stay with AT&T. The consumer was informed by AT&T technicians that EarthLink service was not installed and the cancellation would be done by EarthLink. It is further stated that after 3 days she got charged $68. The consumer states that she has not used the service of EarthLink and is seeking a refund.
  
  We are sorry for any misunderstanding that may have happened. On reviewing the account we see that the service was set up for high speed Internet access. This type of service requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The service was registered on 07/29/2025 and the installation was completed on 08/05/2025. We would like to inform 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.
  
  The first month bill is charged on the day of installation. The account was charged $58.95 on 08/06/2025. This charge was rejected. The account was active and upon re-submission it was posted on 08/14/2025. The account is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. The consumer was charged Early Termination Fee of $200.18 including tax. The consumer has signed up with AT&T directly so we are inactivating the account as of 08/22/2025. Based on the situation we are refunding the charge of $58.95. The refund will show as $16.00 and $42.95 in the credit card statement in up to three days. The Early Termination Fee of $200.18 was rejected so we are waiving this charge. The current status of the account is inactive with zero balance.
  
  There are two types of modems that AT&T would like to be returned. BGW210 and BGW320. The only locations that will accept these modems are ************ Print and Ship and The *** Store. The consumer can drop it at the nearest store to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T. Any other modem model need not be returned and the consumer can discard them. The confirmation number for this response is *********. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered internet service to be installed at my new address. They sent the router equipment to my old address, which is 3 states away. The technician came and installed wiring prior to me knowing that the equipment was sent elsewhere. I spent over 4 hours on the phone, chat and text and never got through to anyone. I called to cancel the service since it was never installed. They told me that I was responsible for retrieving the equipment that the sent to the wrong address and if they didnt get it back, I could be charged for it. Then they charged me for installation fees for the wiring call and want to charge me a fee to cancel their lousy service!!! This company has the worst customer service *** experienced in a very long time. I will NEVER deal business with them and advise no one else to get caught up in their scams.

  

  Business Response

  Date: 08/22/2025

  Date: - 08-22-2025
  ***** ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that she ordered the internet service to be installed at her new address.However, the router was sent to her old address.  The consumer states that EarthLink informed her to retrieve the equipment from her old location. The consumer states that if she does not return the router then she would be liable to pay the unreturned route fee. The consumer states that she contacted EarthLink to cancel the service as the service was never installed. The consumer states that she was charged for the installation and now she has been told that she would be charged for canceling the service.  The consumer has mentioned her dissatisfaction with EarthLink, in regard to the negative interaction that she had with EarthLink. The consumer in her resolution has requested EarthLink to look into this matter and has requested a refund of $75.
  
  We apologize for the negative interaction the consumer had with us. We would like to thank the consumer for their feedback and appreciate the opportunity to review the details.  Thus, helping us to improve our services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve our services.
  
  In order to bring this matter to a close, we have canceled the account without an Early Termination Fee. Plus, as per the consumers request we have placed a refund of $75. Please allow 3 to 5 days for this refund transaction to complete.  In regard to returning the router, we accordingly escalated the issue to the concerned team.  We received a confirmation from them, stating that the consumer would not receive a notification of returning the router as its been taken care.  The consumer does not have to return the router from the old location. The consumer would not be billed $300 towards unreturned router fee. Lastly if the consumer has any other queries, they could contact me at my below contact email address. The confirmation number for this response is 204137111. 
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started services with ************************. On the 20th of August. I was told during the process of purchasing services that the internet service i was getting would be more than adequate for all my internet needs. I was also told that my plan was unlimited with 100 gigabytes of high-speed where I could purchase more if I needed it. Upon setting these services up, I quickly realized that the services were not what I was promised. I received only 100 gigabytes of internet connection at slow speeds that would be used up in roughly a day. Upon try to cancel the very next day, I offered to pay for any data I used but asked for a refund for all that I did not. I was met with a firm no and a denial to cancel services until the end of my first billing period despite informing them that I was mislead and lied to about their service. I was also refused a refund and am now told that I must use up the remaining internet, which will only last a day, and that I can return their equipment at the end of the billing period with no refund. I want a full refund at this point because I was lied to about the services provided. It even cane to the point where the sales representative even tried to tell me I had a complete different plan then what I had to get me to continue services. This company is preying on people who do not understand how internet usage works, and are falsely advertising what their services are capable of. From my understanding and what the sales representative told me, I had purchased a plan that is unlimited with a 100gb of high speed internet. What I got was 100gb of low speed internet with the option to purchase more or upgrade to another more expensive package. I feel lied to, taken advantage of, and preyed on. I would like to see my full refund and punishment delt to a business that practice predatory techniques that hurt ill-informed people nationwide.

  

  Business Response

  Date: 08/22/2025

  08/22/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that the service was signed up with EarthLink and was told that it would be adequate for the internet needs. It is stated that upon setting up the service it was slow and was used up in a day. It is mentioned that they called to cancel the next day but it was denied until the end of the first billing period with no refund. The consumer has expressed dissatisfaction and is seeking a full refund.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We apologize for any miscommunication that may have happened at the time of sign up and any inconvenience caused. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our staff and services. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. To start the service the consumer must pay the first month bill. We are sorry to know that the service did not align with the expectations for an unlimited plan. Based on the situation the account is inactivated as of 08/22/2025. A refund of $65.95 has been processed. The refund will reflect in the credit card statement in up to three days. When the account goes inactive, a return label is sent out by the system to the email address registered on file. The consumer needs to use the return label to send back the device. The device must be returned within 30 days of inactivation to avoid non return hardware fee of up to $400. Once the device is returned the consumer can contact me directly at my email address given below or EarthLink at ************** to mark the return as complete. When the device is returned, the initial payment of processing and handling fee will will be refunded. The confirmation number for this response is 680930282367.
  
  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: 08/22/2025

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

• Initial Complaint

  Date:08/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My emails will not load in the Eartlink App, nor in the Earthlink Webmail. **************** is busy (phone call) or non responsive (online chat or text). Its like they just disappeared. Meanwhile, my emails are gone, and I can't see any new emails.

  

  Business Response

  Date: 08/21/2025

  Date: - 08-21-2025
  ****** ****** BBB # ********
  EarthLink Account # *******
  Acct status: Active
  
  In the complaint, the consumer states that his emails will not load in the EarthLink App, nor in the Earthlink Webmail.  The consumer states that his emails are gone and he cant see any new emails. The consumer has mentioned his difficulties reaching someone at EarthLink in getting this issue resolved. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconvenience caused to the consumer in regard to difficulties reaching someone at EarthLink.  We continue our efforts to attend our customers calls, but due to the nature of the service, some factors are beyond the control of EarthLink. We make sure that a call back is done to the customer as soon as possible. ********************** always strives for better customer experience.We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support.   
  
  
  Upon receiving the consumers complain we immediately escalated this issue to our Tier 3 tech support team. We received a reply from them stating that there was a call back made to the consumer.  The consumers issue has been finally resolved on that call. The confirmation number for this response is 204135651.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my internet through them because it did not work in my area what so ever after they said it would with canceling I was supposed to receive a shipping label to return there device so I dont get charged 400 bucks and u have 30 days to return it well I did not get the label and for 2 and a half weeks I called and called never got a call back and someone on the phone.. finally yesterday was able to and they got me the shipping label but now are telling me I only have 2 weeks left to send it back I cant take off work to do this its out of my way I need the 30 days to return it or they are going to charge me soon and I should not be charged its there fault Im just now getting the label to ship it I tried to contact them I have proof they **** no one is helping and being reasonable

  

  Business Response

  Date: 08/20/2025

  Date: - 08-20-2025
  ****** **** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that after canceling the account, she did not receive the shipping label to send the EarthLink device back. The consumer states that she was informed that she would be charged $400 in case if she does not return the modem within 30 days.  The consumer states that she received the shipping label after two and a half weeks.  The consumer states she cant take an off from her work to ship the device back. So, she would like EarthLink to start her 30 days from the date she received the shipping label.  The consumer would therefore like EarthLink to look into this matter and accordingly resolve her issue. 
  
  We do understand the consumers concern.  We accordingly escalated the consumers issue to the concerned team.   We received a reply from them, stating that our email system has shown, that there were three shipping labels sent to the consumer.  On August 4, 2025, at 02:52 pm the label was delivered to the consumers contact email address ****************************, on that same day it was opened at ***** pm. But the consumer on August *******, at 02:25 pm clicked on the link to download the shipping label. We would therefore request the consumer to deliver the device as soon as possible before September 3, 2025, to avoid unreturned device fee of $400.  
  
  Once the device is sent by the consumer via shipping label.  We would advise the consumer to contact EarthLink the very next day at ************* (9 am to 7 pm ET between Monday to Friday) and provide us with the tracking number to mark the return process as completed, so that they do not get charged $400 for unreturned hardware. The confirmation number for this response is 680696804360.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23769563
  
  I am rejecting this response because: I can not have it to you by the 3rd I have work Ill get it sent over as soon as I can but I need ****************************************************** at least did not see one about a label I just need a little longer I dont have $400 to pay this I hardly can pay my rent this is really messing things up I already paid $130 for a Device that did not even work in my home when they told me it would so why cant they just work with me give me a little longer Im going to return it I just cant get around work I have 2 jobs unfortunately no time till me days off and thoes are not offten my next day off is this Saturday Ill go to the *** store if they are open Ill ship it if not I cant do it again till the 4th Im to busy
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 08/21/2025

  Date: - 08-21-2025
  ****** **** BBB Rebuttal # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer has rejected the response by stating that she would not be able to ship the device before the 3rd of September.    The consumer states that she has two shifts, so it is difficult to remove time to ship the device.  The consumer states that this coming Saturday, she will try to ship the device by visiting the *** store. The consumer states that she requires more 30 days to return the device. The consumer is seeking a resolution in this regard.  
  
  We do understand the consumers concern.  Unfortunately, our systems are automated, so therefore every account which gets inactivated, a return label is send on the same day to the consumer, with 30 days of return policy.  We would therefore suggest the consumer to deliver this device by someone, like her friend or relatives as she does not have time to deliver it by herself. This will help her avoid getting charged the unreturned device fee.  We would advise the consumer that once the device is shipped, she could contact EarthLink the very next day at ************* (9 am to 7 pm ET between Monday to Friday) and provide us with the tracking number to mark the return process as completed, so that she does not get charged $400 for unreturned hardware. The consumer could also contact me next day after shipping the device via my below contact email address. The consumer has brought nothing new to the complaint. EarthLink respectfully considers this matter as closed. The confirmation number for this response is ************.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:08/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $39.99 for equipment and 5 days later I ask for a good package of high speed internet for 4/5 devices for streaming tv shows/movies n gaming and unlimited package to where it last all month was told pay $65.80 and it would be activated and it was activated -I was given data usage email 90% on day 2 and then on second day service ended said buy more data i tried to get them to fix it or go back and review order to see it was there mistake their representive didnt not order the package we discussed so Im put 104.95$ to watch two days of about 6 hrs of tv shows and one game dwn loaded they robbed me and wont make it righz

  

  Business Response

  Date: 08/21/2025

  08/21/2025
  ****** ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she paid $39.99 for the equipment and asked for a good package of high speed internet for 4-5 devices for streaming and gaming. It is stated that she was told to pay $65.80 to activate the service. It is mentioned that the data usage was 90% on day 2 and was told to buy more data. It is further stated that she tried to get it fixed and review the order.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We apologize for the negative impact and any misunderstanding that may have happened at the point of sale. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. Upon sign up the consumer is sent a router with a SIM card inserted. Once the router is received the consumer pays the first month bill, plugs in the router and starts using the service.  The data usage depends on what the consumer is streaming, what apps are updating etc. The consumer has the ability to purchase more data or switch plan. We contacted the consumer and she replied that the service has been restored. The current status of the account is active. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 680696801711.
  
  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:
  *************************************