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:03/24/2024
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 paid for and scheduled an installation for Internet service on and it didn't happen because of uncooperative neighbors who would not let techs in backyard to access utilities pole. They still haven't got police involved or got back with me regarding my lack of Internet. Other utility companies manage even if those particular neighbors at ***** Elsworth never let them in like everyone else.
Business Response
Date: 03/25/2024
03/25/2024
*********************-BBB # ********
EarthLink Acct # ********
Acct status: Install Pending
The consumer states that she paid for the scheduled installation for internet service and it did not happen because of uncooperative neighbors who would not let the techs access the utilities pole. It is further stated that other utility companies manage even if those neighbors never let them in. It is mentioned that they have not got the police involved or get back to her. The consumer wants to finish the job
On reviewing the account we see that the service was signed up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The initial payment at sign up is the installation/activation fee and must be paid before the equipment is sent to the consumers home. EarthLink was not able to place the drop because we need access to the location and the owner. The technicians tried to get access through the back street but no one was at home. The dispatch team will reach out to the Engineering team to contact the vendor to discuss a way forward. The consumer needs to get the neighbor to give access or the neighbor on the back street to provide access or we will not be able to install. We would like to inform the consumer 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 confirmation number for this response is 202867390.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
*************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:03/23/2024
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.
They have Never supplied a receipt for payment, they don't have a valid contact number, they disconnect the phone call for the number i have or just don't answer. A ***** does all there service requirements but don't take responsibility for the work done right or wrong.Business Response
Date: 03/25/2024
Date: - 03-25-2024
*********************** BBB Complaint # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that EarthLink has never supplied her with a payment receipt. The consumer has mentioned her difficulties reaching someone at EarthLink by phone. The consumer states that AT&T does all their service requirements but doesn't take responsibility for the work done right or wrong. The consumer would like EarthLink to look into this.
We sincerely apologize for the inconvenience caused to the consumer. In regard to the issue where the consumer is not able to receive the invoices/paid receipt. We checked the consumers account and found that the contact email address was not correctly updated on the account. We immediately updated the correct contact email address and sent the past invoice/receipts to the consumers contact email address.
On viewing the account, we see that the consumer has signed up for High-speed ****************** We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high-quality service with award-winning support. As per our records, there is a technical dispatch ticket created by our back-end team. They stated that a tech would be dispatched to the consumers address on March 26, 2024, between 12 pm to 4 pm. In case the consumer is not comfortable with the date and time of the dispatch, the consumer could reach our installation department at *************. The hours of operation are Monday to Friday 10 am to 6 pm EST. We tried contacting today couple of times but were unable to reach the customer.
We would like to inform the consumer that AT&T is one of our vendors through whom we use their lines to provide internet service. The reason for appointing their installer is that they are well versed with the lines that are laid out in the consumers area. If the consumer has any issues or complaints in regard to the installer, the consumer could contact EarthLink and accordingly, we will escalate the matter to our vendor.
Lastly, we tried contacting the consumer couple of times today,but she was unreachable. If the consumer has any queries regarding billing or technical, she could contact our customer support at ************** or have a live chat on this link *********************************************************** hours of operation are Sunday to Saturday between 10 am to 6 pm EST. We appreciate the consumers business, and we will continue to serve the consumer. The confirmation for this response is 202865949.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
***************************************************************************** | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:03/22/2024
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.
My father passed on October 10th, 2023 and I am the executor of his estate. I have been trying to cance/close his account with ******************** since January 2024. Via a website chat back in January, I explained that my father, *******************************, had passed away and that I want to cancel his account and no longer get billed. We agreed that letting it lapse was the best course of action. They KNEW and agreed to the course of action. Last week, week of March 11th 2024, I received a collections notice/letter from Earthlink saying that the account has been sent to collections and have been back billed since January. Which is currently up to $60 now. I have had many phone calls and have sat on hold for many hours trying to get this resolved and informing them of the situation and that since he has PASSED he no longer needs his email account. Yesterday, after being on a call for over an hour and explaining to the representative that my father has died, the representative then asked me "if he was available to speak to"?!? All I want to do is close this account of which he should owe $0.00. It should have been closed as per my understanding as of January. I have tried talking to everyone at the numbers provided but no one seems to get that he is NO LONGER WITH US and I have full legal authority to act on his behalf being the legally designated executor of his estate.Business Response
Date: 03/26/2024
03/26/2024
*********************************** - BBB # ********
EarthLink Acct # *******
Acct status: Inactive
The consumer states that her father passed away on 10/10/2023 and she is the executor of his estate. It is stated that she has been trying to close his account since January 2024 via website. It is stated that on 03/11/2024 she received a collection notice from EarthLink. The consumer states that they no longer need the service. The consumer wants to close the account with zero balance.
Please accept our condolences for the sad demise. I would like to apologize for any confusion or misunderstandings related to the account cancellation. It is very important that we verify a cancellation request is authentic. In order to reduce any unintended service interruptions we prefer to limit avenues of cancellation to Telephone. Changes cannot be made without verifying the account ownership first. The account was active and therefore billed. Based on the situation we have waived the balance of $57.78. The account is closed with zero balance. There will be no further billing. The confirmation number for this response is 202869622.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
*************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:03/21/2024
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 just paid the bill *****. I call to cancel the service and they tried to talk,me out if to cancel. Then tell me I will not get any of the ***** back. I should get a prorated amount back. I did not use the whole month I have been there for three years and thus is how they treet people. I want some of this money back. This is wrong on so many levels.Business Response
Date: 03/22/2024
Date: - 03-22-2024
*********************** BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that she requested EarthLink to cancel her account. The consumer states that EarthLink declined a refund against the remaining unused connection days. The consumer states that she would like a refund as she has been with EarthLink for three years. The consumer is seeking a resolution from EarthLink in this regard.
We sincerely apologize for the inconvenience caused to the consumer. The consumer has mentioned her desire to cancel her service and so as per her request, we have canceled the account. The consumers account has been canceled as of March 22, 2024, and it may take 7 to 10 days for the line to be released.
As per our records, the consumers billing cycle is the 31st of each month. The last bill was generated on February 29, 2024, for $73.34 and was paid by the consumer on March 12, 2024. We like to inform the consumer that as per EarthLink's cancelation policy, we do not provide any credits or refunds at the time of cancellation. However, to bring this matter to a close, we will make an exception to the standard policy and have decided to refund $21 for the remaining unused days of the service. Please allow up to 3 business days for this refund transaction to complete. The consumer account is canceled and there will be no further billing on the account. The confirmation number for this response is 202860906.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
******************************************************************************************;
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:03/21/2024
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 was told that they are the only providers in the area but I found out that the service down not work in my area. The same day I paid for it, I tried to cancel. A representative called me at my request to cancel and asked me to call back next day during business hours. I asked to have service activated day of closing and they shipped equipment while I was on the phone asking for service to be cancelled. I told them not to deliver anything prior to March 27, 2024, equipment was shipped while I was on hold after making several attempts just to try and charge me a $200 cancellation fee after not being able to speak with anyone. No resolve.Business Response
Date: 03/22/2024
03/22/2024
*******************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer says she was told EarthLink was the only provider in the area but she found out that it does not work in her area. It is stated that she paid for the service and on the same day tried to cancel it. It is mentioned that the equipment was shipped while she was on the phone asking the service to be cancelled. The consumer is seeking an adjustment of $157.
On reviewing the account we see that the service was signed up for Wireless Home Internet. The complex nature of the internet service depends on various factors like infrastructure,wiring etc. some of which are beyond EarthLinks control. **************** may not be available at all times. As requested the account has been cancelled as of 03/22/2024. The modem that was sent is en-route and the consumer will receive it by 03/25/2024. The consumer can decline the modem and return to the sender. If the consumer has received the device then they can return it using the return label that has been sent to their email address. If the consumer has received the device and it is not sent back within 30 days then there will be an unreturned hardware fee of $200. The shipping and handling fee of $79.95 has been refunded. The refund will reflect in the credit card statement in up to three days. There was no other charge applied to the account. The current status of the account is inactive with zero balance and there will be no further billing. The confirmation number for this response is SDP 591019.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
*************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:03/13/2024
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.
03/12/24 Without warning or notice or permission EarthLink sent me a untrue email to ************************* that "at my request" my "email plus" plan for extra storage space across 4 email accounts has been suspended. This greatly diminishes the amount of emails to be held in a email address account . ************ Representatives are not responding and don't have answers.Business Response
Date: 03/13/2024
03/13/2024
***********************-BBB #********
EarthLink Acct #********
Acct status: Active
The consumer states that on 03/12/2024 she received a notice that Email Plus for extra storage space has been suspended at her request. This greatly diminishes the extra storage space provided for the four email addresses. The consumer wants to know why she was lied to that she requested cancellation. The consumer has disputed $27 and is seeking a response.
On reviewing the account we see that the service is active with four email addresses. As per the records, the consumer has been provided with 3000 MB extra storage space for all the MailBoxes at a single price of $4.95 per month against the ****************** of 400 MB for $4 per month. A system generated email is sent to the consumers for any change on the account. Therefore the consumer received the email. We are sorry for any confusion or misunderstanding that *** have happened. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our services. As customer appreciation we have applied a credit of $5 for six months. The credit will start from 03/17/2024 and end on 08/17/2024. Regular billing will begin from 09/17/2024. The confirmation number for this response is 202839658.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
*************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 03/17/2024
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:03/11/2024
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 am writing to express my extreme dissatisfaction with the service provided by Earthlink. On September 6, 2023, we signed up for Earthlink services. We sold our house and relocated to an area where Earthlink does not offer service. Consequently, we have no choice but to cancel our subscription.Upon attempting to cancel, we were informed that an early cancellation fee would apply. We diligently explained to Earthlink representatives that our reason for cancellation is solely due to their inability to service our new location. Despite our efforts, the managers we spoke with were unable to waive the cancellation fee.We were assured that the executive team would reach out to discuss the matter further. While they did make an attempt to contact us, unfortunately, we were out of town at the time. Since then, we have made numerous attempts to resolve the issue by reaching out to Earthlink, but to no avail. It has been almost two months since our initial attempt to address this matter, and we have yet to receive a callback.This lack of communication and failure to resolve the situation is unacceptable. We feel unfairly penalized for circumstances beyond our control.Business Response
Date: 03/12/2024
Date: - 03-11-2024
********************* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that they had signed up with EarthLink for ***************** on September 6, 2023. The consumer states that they now sold the house and reallocated to a location where EarthLink does not provide services. The consumer states that despite this EarthLink is not ready to waive the Early Termination Fee. The consumer states that they contacted EarthLink a couple of times, but their issue remains unresolved. The consumer is seeking a resolution from EarthLink in this regard.
We apologize for the inconvenience caused to the consumer. We would like to inform the consumer that they have signed up for a ***************** which comes with a one-year term commitment. This one-year term commitment is imposed on the location where the service was installed. At the time of sign-up and in our EarthLink Terms and Conditions, it is mentioned about this cancelation policy. The Early Termination fee is charged for that particular location where the service was installed. There was no guarantee or agreement between the parties that the cancellation fee would be waived if the service was not available at the new location. Therefore, when a consumer cancels the service within that term commitment, he/she is liable to pay the Early Termination fee for not fulfilling the contract at that installed location. The consumer could also visit our EarthLink website to know the Terms and conditions of the services that they had signed for at **********************************************************************************; Therefore, the Early Termination Fee of $200 is a legitimate bill that the consumer has to pay. Also to be noted is that the consumer at the time of signup did not inform us that they would be moving in the near future. Otherwise, we would have provided the consumer with other alternative services.
On viewing the account, we do see that the consumers billing cycle is 19th of each month. The bill, which was generated on February 19, 2024, for $62.90 was not paid by the consumer. Therefore, the consumers account currently has an outstanding balance of $270.40 with taxes. This amount includes the February bill, the Early Termination Fee, and taxes. However, as a courtesy, we decided to waive the February bill for $62.90 as we do see that the consumer has been disputing the Early Termination Fee since January 2024. Finally, to bring this matter to a close we would request the consumer to pay EarthLink this final amount of $207.50. The account is inactive and there will be no further billing, once the final amount of $207.50 is paid to EarthLink. The confirmation number for this response is 202837158.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
***************************************************************************** | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 03/12/2024
Complaint: 21417289
I am rejecting this response,I appreciate the thorough explanation provided regarding the Early Termination Fee associated with the Hyperlink service. However, I must respectfully reiterate that at the time of signing up for the service, I remember informing the sales representative about the possibility of moving due to the extended period my house had been on the market. Unfortunately, there was no mention of a 12-month contract or an Early Termination Fee during that conversation.
Given this oversight and the circumstances surrounding my move, I am kindly requesting that EarthLink reconsider waiving the Early Termination Fee. I understand the importance of contractual obligations but believe that in this instance, where there was a lack of transparency regarding the terms, an exception could be made.
I am committed to resolving this matter amicably and would appreciate your reconsideration of the fee. Please let me know if there are any further steps I need to take to facilitate this process.
Thank you for your attention to this matter, and I look forward to your prompt response.
Sincerely,
*********************Business Response
Date: 03/13/2024
Date: - 03-13-2024
********************* BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Inactive
In the rebuttal, the consumer states that there was a possibility that he might have informed the sales rep about moving due to the extended period of his house being on the market. The consumer also states that he was not informed that this service has a 12-month contract. The consumer has therefore requested EarthLink to waive this Early Termination Fee. The consumer is seeking a resolution from EarthLink in this regard.
On reviewing the account, we see that the service was signed up for high-speed HyperLink internet access. We would like to inform the consumer that at the time of signup, the consumers are informed about the Early Termination fee by our Sales representative. We apologize for any misunderstanding that *** have happened at the point of sale. By establishing an account, ordering, and/or using the service the consumer is bound by the Service Agreement. The Service Agreement is available online to all consumers at *******************************************; 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 of up to $200. Therefore, the consumer was rightly liable to pay the Early Termination Fee of $200. We would also like to inform the consumer that there was no conversation with the sales rep, about moving in the future.
However, in order to bring this matter to a close and in exception to the standard policy, as the customer stated that he was unaware of the contract, this *** be due to a misunderstanding between him and the sales rep. So as a courtesy, we have decided to waive the Early Termination fee of $207.50. The account is inactive and there is no outstanding balance to be paid by the consumer. The confirmation number for this response is 202837158.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************************************************** | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and waiving of the Early Termination Fee is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:03/11/2024
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.
Monday, March 11, 2024. Spent the entire morning trying to get information on why I had not received the promised $75.00 gift card by the end of the first 3 months of service which began on Sept. 11, 2023--after 6 months of fulfilled subscription. FIVE phone numbers and THREE lengthy chats later I still have no satisfactory answers--and no gift card. CHAT service is ridiculous circumambulation of scripted responses. I "chatted" with 3 people who claimed they were human. Always given the same useless information. Given the same number which I had already spoken to a woman who said she had no account information in her system. She said she would email Earthlink to let them know but advised I contact them again. Hence, the multiple attempts to communicate. Finally called ******* ***** (another nice lady) who took my information and said someone "would be reaching out to me"--then gave me the SAME PHONE NUMBER! After much research I switched to Earthlink for WiFi because they had a high ranking for excellent customer service. I've just sent a complaint email to my elected U.S. Senator as well. Is this fraud? Where is my "Earthlink Reward" email for $75.00. Where is their alleged "customer service"? False claims of 24/7 customer service! Why do ISP carriers keep getting away with confusing contact information, multiple phone numbers that do not answer or are constantly busy, and Chat "bots" who claim they cannot help or refer customers to another false lead?Business Response
Date: 03/13/2024
03/13/2024
*************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that on 03/11/2024 she tried to get information as to why she has not received the promised $75 gift card at the end of three months of service which started on 09/11/2023. The consumer states she has not received satisfactory answers or the gift card. The consumer states that after research she switched to EarthLink due to high ranking for excellent customer service. The consumer wants to know when she will receive email from EarthLink Reward for $75.
We would like to apologize for any confusion or misunderstanding that *** have happened. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. EarthLink is offering gift cards to qualifying customers depending on the speed of the service. It is a valid promotion offer. The gift card is sent after 90 days of service with zero balance on the account. ********************** apologizes if there has been any delay that *** have happened. This matter was escalated and as informed by the Executive team, the consumer would receive an email from EarthLink Rewards. It can take up to 7 business days before an email is sent from EarthLink Rewards. The consumer needs to follow the instructions in the email from EarthLink Rewards to get the gift card. The confirmation number for this response is *********.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
************************************************************ | 30328
[email protected]
Online Internet Service Agreement:
*************************************Customer Answer
Date: 03/13/2024
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:03/08/2024
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 with an issue about my monthly allotted data on march 3rd, a day after my cycle restart date due to an issue with my data usage. According to their records, 22 minutes past midnight on march 2nd, i had already used over 10 gb of data. I called them due to this because I had not used that data being the only device being connected at the time was a Roku for ***************************************** hd quality, therefore theres no way I could have used that data because it only uses up to 1gb per hour in said quality. There was nothing updated or anything going that could have contributed to that usage. I called them and they said theyd have the tech team to review it and call me 2 days later. I waited 3 days with no call back or response from the company and contacted them on march 8th via customer support. They stated the tech team had reviewed my claim and stated that on the third I had used 7 gb of data. While that is true I did not ask them about the third, I asked them about the second, my rebill date, and they had no information for me on that because the tech team didnt even review the day in question. I asked them to send another email for the tech team to review the 2nd, the day I asked for originally and they denied my request. Ive been cheated out of 10 hours of streaming that I did not use, they refuse to refund me for the data they stole, and they refuse to give me my data back that I absolutely did not use. This wouldnt be an issue but i pay 3 times other providers amounts and only am allowed 300gb per month in a household of 4.Business Response
Date: 03/11/2024
Date: - 03-11-2024
*************************** BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint, the consumer states that according to EarthLink`s record on March 2nd past midnight, she had used up 10 GB within 22 minutes. The consumer refuses to accept this data usage information stating that she had used Roku just for 22 Minutes.The consumer states that she tried to resolve this issue by contacting EarthLink however, she was not satisfied with the information provided to her. The consumer states that she is looking for a refund regarding that unused data.
We apologize for the inconvenience caused while the consumer was trying to get this issue resolved. On reviewing the account, we see that the service was signed up for Wireless Home Internet service. ************ is a limited service where the unused data is not carried forward to the next billing cycle. As per our records, the consumer had used up around 290 GB of data from 300 GB data. The 10 GB was not carried forward to the next bill cycle as explained above this service is a limited data service. We do see that the consumer did contact EarthLink in regard to the unused data. The representative on call did recommend to the consumer how to keep control of the data usage each month so that he could use the entire data before the next billing cycle. However, the consumer did not like this concept of data not being carried forward to the next billing cycle and requested a refund for the unused data. Since the unused data cannot be carried forward to the next billing cycle, the consumer was therefore declined a refund. If the consumer is not comfortable with this policy of the unused data not being carried forward to the next billing cycle, we would then advise the consumer to check for a service that has this option or could go for unlimited data service.
In case the consumer decides to make any changes to the account then we would request her to contact us before the next billing cycle date to avoid any further charges. The consumer can reach our Wireless Home Internet department at ************* between 9 am to 7 pm. Eastern, 7 days a week. The confirmation number for this response is SDP 589385.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
***************************************************************************** | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 03/17/2024
Complaint: 21406101
I am rejecting this response because:
I did not ask for my data to be carried over, I am completely aware the data does not roll over, and I simply asked for the data back that I had not used in the billing cycle starting 3/2/2024. I was not asking for the data from the prior month, I was asking for the data for my current cycle that I had not and could not have used, due to it being 22 minutes into the next cycle. I did not use 10 gb in 22 minutes, although my account stated that I had used 10 gb in ********************************************************************** question (3/2/2024), even though I specifically asked for that date to be looked into, they refused and only looked into (3/3/2024). The Roku device that was connected for 22 minutes at that time only uses up to 1 gb per hour, as thats what HD quality will stream in, and no other device was being used at that time. Immediately past midnight, I had 10 gb go missing.
Sincerely,
***************************Business Response
Date: 03/18/2024
Date: - 03-18-2024
*************************** BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Active
In the rebuttal, the consumer states that according to EarthLink`s record on March 2nd past midnight, she had used up 10 GB within 22 minutes. The consumer refuses to accept this data usage information provided by EarthLink. The consumer has requested the 10 GB to be added as the information provided by EarthLink was incorrect.
On escalating this issue again to the concerned team, we have decided to place a 10 GB extra data to the consumers account today. We like to inform the consumer that the usage data information provided by the concerned team remains the same. The confirmation number for this response is SDP 590390. In case the consumer has any queries in regard to her account she could reach our Wireless Home Internet department at ************* between 9 am to 7 pm.Eastern, 7 days a week.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
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EarthLink ************** Agreement:
***************************************Customer Answer
Date: 03/18/2024
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:03/08/2024
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.
Ordered EarthLink on 3/1/2024 which my install date was then 3/6/2024. Before install I checked my account and it stated next bill not due until 3/28/2024. Tried to check that invoice and it wasnt available to make sure I was only to be charged the $59.99 for 300mbps of fiber internet from EarthLink. Here it is on 3/8/2024 and I have been billed without notification and it was for $79.99. $20 more dollars than it was supposed to be on top of a modem fee I was not informed about upon signing up. I called customer service and basically was told it was a mandatory fee and theres nothing they can do which is wrong on the business behalf because they should have to inform you of all charges for one. For two they should put the date after install which they are going to charge you instead of false leading of a due date thats not true. Nor was bill the $59.99 it was $69.99, I am very disappointed in this business and their customer service.Business Response
Date: 03/11/2024
03/11/2024
*********************************-BBB # ********
EarthLink Acct #********
Acct status: Active
The consumer states that she ordered EarthLink on 03/01/2024 and the install date was 03/06/2024. It is stated that before installation she checked the account and the next bill date was not due until 03/28/2024. It is mentioned that she tried to check the invoice to make sure the charge is $59.95 for 300 mbps. On 03/08/2024 she was billed $79.95 without notification and $20 more than what it was supposed to be. The consumer states that she was not informed about the modem fee. The consumer is seeking a refund.
On reviewing the account we see that the service was set up for high speed HyperLink internet access. We apologize for any confusion or misunderstanding that *** have happened at the time of sign up. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The initial payment at sign up is the installation/activation fee and must be paid before the equipment is sent to the consumers home. To start the service the consumer must pay the first month invoice in advance. The installation was completed on 03/06/2024 and billing started on 03/07/2024. The service is 300 MBPS and the price is $54.95 per month. The equipment charge is $14.95 per month and the sales tax is $1.46. The invoice charge dated 03/06/2024 is $71.36. The charges are valid and there is no misleading. As a courtesy we are crediting the charge of $71.36. This charge will be adjusted in the next invoice. Regular billing will resume from 05/07/2024. We would like to assure all the consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 202833467.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
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[email protected]
Online Internet Service Agreement:
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