Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 639 total complaints in the last 3 years.
- 258 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:08/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: 11th August, 2025 I paid $39.95 for a ***** INTERNET device to ******************** on 08/11/2025. When I received the confirmation email for my order, it clearly stated it was the WIRELESS INTERNET device instead of the ***** INTERNET device. Upon receipt of the email, I called customer service twice to recheck that I was getting the correct order and I was assured by the Earthlink spokesperson both times that the WIRELESS INTERNET device was the same as ***** INTERNET device and my order was correct. This was confusing to me because in my intial call with the business, I was told they are two different devices with different package, and my decision to order the Fiber Internet device was very intentional because of its lower priced internet packages.I received my order on 08/15/2025 and it was the Wireless Internet device, however it did not have the Fiber Internet device features. I called the business to issue a refund because this was not the product I agreed to pay for and I was misled with the information AFTER the order placement that they're the same device. They are not. Earthlink informed me that I will only get a 50% refund on the device as per company policy, and that I should have cancelled my order for the wrong device before it was delivered. I told them I had already called and was assured that it is the correct device. ******************** continued to blame me for the mistake and refuses to issue a full refund. Instead I have to make a trip to the nearest *** Store to drop off the device and will be charged a $400 fee if I don't return the device within the due date.Earthlink's refusal to issue a FULL refund is an unfair situation resulting from miscommunication from Earthlink about the Fiber Internet device being the same as the wireless device, despite me checking with them twice before the order arrived and making sure I was getting the correct product.
Business Response
Date: 08/19/2025
Date: - 08-19-2025
Tauseeq Gulzar BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer has mentioned his dissatisfaction with EarthLink as he was wrongly signed up for a wrong service. The consumer states that he was interested in signing up for Fiber Internet service but was wrongly signed up for Wireless Home Internet service. The consumer states that he got his services canceled but was offered only a half refund of what he had paid. The consumer in his final settlement has requested EarthLink to refund $39.95.
We sincerely apologize for the miscommunication that might have happened during the signup. We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. However, EarthLink takes feedback like this quite seriously and we will address any failure to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect.
In order to bring this matter to a close as per the consumers request we have refunded $39.95. Please allow up to 3 business days for this refund transaction to complete. The confirmation number for this response is 680696048436.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:08/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up with the Earthlink for internet service less than a week a ago. They sent someone to do fiber optic cable and the installer did not do the job. I have tried calling, texting, and chatting with a *** to no avail. I just need to cancel service at this point. The modem is not working, and the installation is hazardous. People have gotten hurt from a dangerous installation the technician did! I have been trying to get a hold of someone for 3 days now!Business Response
Date: 08/18/2025
Date - 08/18/2025
******* *********- ****** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states she signed up with Earthlink for internet service less than a week ago.The consumer states that EarthLink sent someone to do fiber optic cable. The consumer states that the installer did not do a proper job. The consumer has mentioned her difficulties reaching someone at EarthLink to cancel the account.The consumer stated that the modem was not working, and the installation was hazardous. The consumer in her final resolution would like EarthLink to look into this matter and has requested a refund of $68.
We sincerely apologize for the inconvenience caused to the consumer in regard to difficulties canceling her account. On reviewing the account,we see that the consumer had signed up for HyperLink internet access. After the installation was completed, the consumer was billed $68.95 towards her first month internet bill. We do see that the consumer had already contacted EarthLink on August 15, 2025, requesting to cancel the account as her modem was not working. She also complained about the hazardous installation. So as per the consumers request the account was canceled on that day. We would like to inform the consumer that the ***************** comes with a one-year contract with an Early Termination fee up to $200. As per the EarthLink policy, if the account is canceled within the first year of service, the consumer is liable to pay the Early Termination Fee. Therefore, after the cancelation of the account, the consumer was billed the Early Termination fee of $200.18 with taxes. The consumers issue in regard to installation has been accordingly forwarded to the concerned vendor team. The consumer would be contacted in regard to it. The consumer could also reach them at *************. The hours of operation are Monday to Friday 10 am to 6 pm EST.
In order to bring this matter to a close,as per customers request we have refunded the $68.95 and also the $200.18 Early Termination fee to the consumers card. The total refund amount would be $269.13. Please allow up to 3 business days for this refund transaction to complete. Lastly, in regard to returning the modem, we would like to inform the consumer that incase if his modem is of either of these models, number BGW210 or BGW320. The consumer could drop them at the nearest location at ***** or *** stores. For *****, the only locations that will accept these returns are called ***** Office Print and *********** and for ***, the only locations that will accept these returns are called The *** Store. In order to check the nearest location, the consumer could visit these two sites which are given below.
******************************************;
*********************************************************;
We would like to inform the consumer that the modem does not need a return label, as ***** and *** know what to do with the modems and will return them to AT&T. The consumer needs to note the modem serial number as this information would allow her to track the shipping of the modem. In case the consumer does not have either of the above two modem models then these modems do not need to be returned, and the consumer could discard them. If the modem model number BGW210 or BGW320 is not returned to EarthLink within 30 days, the consumer would be charged a non-return item fee. The confirmation number for this response is 204130227.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
**************************************************************************************** | 30328
************************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:08/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 30th I paid $40 for a box that I was promised I could use until September 1st without payment. first they sent my box to my billing address not my shipping address. I called and fixed that and they sent me another box to the right address. I recieved the box and went to activate it it said 102 dollars to activate. I called them they said they would give a full refund once activated due to the promise that was made to me. I activated today and they said they can only refund 84 of it which is not what was promised. I activated the box at about 7 this morning never connected it to anything just turned it on and it ate up 46.8 GB of the 300 GB (which was another of their lies, it was supposed to be unlimited high speed). I called them again they told me it was due to a software update that every modem has to go through them. I'm am really irritated with this entire process. and Iwas supposed to have a supervisor calling me back and no one called.Business Response
Date: 08/15/2025
08/15/2025
****** ****-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that she paid $40 for the box that was promised she could use till 09/01/2025 without payment. The box was sent to the billing address and not the shipping address which she called and fixed and it was then sent to the right address. It is mentioned that she was charged $102.00 to activate and told that she would get a full refund when activated but got $84.00. It is further stated that she started the device and 46.8 GB out of 300 GB was used which she was told was due to a software update. The consumer has disputed an amount of $150.00
On reviewing the account we see that the service is set up for Wireless Home Internet. We are sorry for any miscommunication that may have happened. 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. As per the records, the consumer has used the service. As customer appreciation the consumer has been refunded $84. EarthLink respectfully denies any other refund as stated by the consumer. The current status of the account is active. 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 680254067413.
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:08/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took out EarthLink with the information they wanted. They told me it would I would have enough to last me a whole month with just 1 MHz and that was a joke. I used 77 within four days then they wanted me to add more and add more after I made deposit which leads me to believe they were totally deceiving me and everything they were doing and selling then they just want more and more money from you instead of just telling you exactly how it really does work I did fill out complaint. I did. I have done two negative reviews with one stars on each one of them in the corporate office listing. Theres a phone numberthat gives you ******** not a listing to their corporate office that phone number is a joke as well when you call and you talk to customer service theyre usually very rude and ugly. If you can get on get in touch with them, they usually closeI would like a full refund. Thats why Im going to the Better Business Bureau. I dont mind them keeping my $39.99deposit because Im the one that chose this but the other part is really the deceptive trade practice act and they need to quit doing this to people and they right now in StarBusiness Response
Date: 08/13/2025
Date: - 08-13-2025
***** ********* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that at the time of signup she was not provided the correct data pack that she could use for the month. The consumer states that her data was getting used up quickly and she was advised to purchase more data. The consumer has mentioned her dissatisfaction with EarthLink, in regards to the negative interaction that she had with EarthLink representatives. The consumer in her resolution has requested EarthLink to look into this matter and has requested a full refund.
We apologize for the negative interaction that the consumer had with us. 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 assure all the consumers that EarthLink always strives for a better customer experience and takes every opportunity to improve its staff and services.
In regards to incorrect data pack signup for the month. We would like to inform the consumer that data usage plan is only measured in terms of what kind of website or internet application the consumers are accessing. Measuring data usage is a complex calculation and only after the first month of usage a consumer could get an actual idea of what plan would suit their needs. As per our record the consumer was signed up for 100 ******* plan for $66.02. However, after four days the consumer nearly used up around 77 Gb out of 100 Gb internet data. The consumer then contacted EarthLink and purchased more data for $30. The consumer later got the account canceled on August 13, 2025 and requested for a full refund. We would like to inform the consumer that as per EarthLink policy at the time of cancelation we do not provide any credit or refund on the account. As per ********************** policy **************************************************************************** (Schedule 4 Wireless Home Internet Service). Under Billing, Refunds: A non-refundable Processing & Handling Fee will be charged at the point of sale. EarthLink will not grant any refunds or credits for any unused data. Therefore, the consumer was denied any refund by our EarthLink representatives.
However, in order to bring this matter to a close we have already placed a refund of $30 against the payment made by the consumer for the extra data purchased. Additionally, we have also refunded $39.95 and both the refunds were placed on the August 11, 2025. It takes 3 to 5 days for the refund transaction to complete. The confirmation number for this response is 680253446292.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
*************************************Customer Answer
Date: 08/13/2025
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:08/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They stole $200 from my card, I paid then $24 for the installation. Then I paid them $59 for subscription for this month. When I called they said they would not refund me my money back. Complaint taken in dictation by BBB rep ** 08/11/25Business Response
Date: 08/12/2025
08/12/2025
******** ******-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he paid $24.00 for installation and $59.00 for subscription. It is stated that he was charged $200.00 and he called for refund but it was declined. The consumer is seeking a refund of $200.00
On reviewing the account we see that the service was set up for high speed internet access. We are sorry for any misunderstanding that may have happened. The initial payment of $24.95 at sign up was the processing and handling fee and must be paid before the equipment is sent to the consumers house. The first month service charge of $59.28 for the invoice dated 07/17/2025 was rejected. After the ***** period the account was suspended. The payment was posted on 07/30/2025. The account went inactive on 07/28/2025 due to non payment. These are automated system designed processes. The service is under a term commitment of one year. As per the policy, if the account is inactive within the first year of service, the consumer is liable to pay an Early Termination Fee of up to $200. In an effort to resolve this issue we are making an exception to the standard policy. We are refunding the Early Termination Fee of $200. The refund will reflect in the bank statement in up to three days. The current status of the account is inactive and there will be no further billing. We would like to inform our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. The confirmation number for this response is 204122242.
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: 08/14/2025
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:08/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased EarthLink service on July 31. I received the router on August 4th. I had to PRE pay for the month. I spent $100 and paid $40 for shipping. I used the router for 3 total days. I shut the router off and contacted another provider. On August 8th I contacted EarthLink to cancel and issue a refund as I prepaid for the month of August. They refused to issue a refund stating that they had to wait to cancel until the end of the billing cycle to cancel. I used the services for 4 days and was charged for the full month of August.Business Response
Date: 08/11/2025
Date: - 08-11-2025
******* ***** 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 she prepaid $100 for the month of August and $40 for shipping. The consumer states that she used the internet service just for 3 days and contacted another internet service provider.The consumer states that she contacted EarthLink to get a refund and also requested to cancel her account. The consumer states that she was denied a refund, stating that she had to wait for the account to be canceled by the end of her billing cycle. The consumer states that she prepaid for the month and only used the service just for 4 days. The consumer has therefore requested EarthLink to look into this matter and accordingly resolve her account issue.
We apologize for the inconvenience caused to the consumer while she was trying to resolve her account issues. As per our record the consumer had paid us $39.95 initially at the time of signup. Later the consumer received the router and got her services activated. After the service was activated, the consumer got charged $99.95 for the monthly internet 300 ******* cap plan. As per our records the consumer had used up ***** Gb out of 300 *******. In regard to unused data refund, we would like to inform the consumer, that EarthLink does not provide refund for any unused data. As per EarthLink policy **************************************************************************** (Schedule 4 Wireless Home Internet Service). Under Billing, Refunds: A non-refundable Processing & Handling Fee will be charged at the point of sale. EarthLink will not grant any refunds or credits for any unused data. Therefore, the consumer was denied any refund.
However, in an effort to resolve this issue we will make an exception to the standard policy and have decided to refund $63.64 towards the unused data. Please allow up to 3 business days for this refund transaction to complete. The account is inactivated as of today August 11, 2025, and there would be no further billing unless the consumer does not return the router. We have also emailed the return label to the consumers contact email address on file. We would like to inform the consumer that she will have 30 days to return their router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $400. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation number for this response is ************.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
*************************************Customer Answer
Date: 08/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:08/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We got the 375 mb plan. That's supposed to be plenty for our 1 adult streaming videos, 1 adult playing a video game and 2 children playing apps/watching you tube videos for the Whole month! Within 3 days only one person at a time could get online and it lagged horribly. I called to tell them and seek resolution and they put me on hold for long periods of time and hung up on me. This happened several times. When I finally talked to someone they claimed we used up the whole 375 mb in 5 days! That's not physically possible for us. We're not a business, there's not 5-6 people gaming 24 hrs a day and we only had somewhat decent service for 3 days? I've tried to explain to them there's a problem with the service but they argue with me, talk over me and keep saying we used up all the data when we simply did not. I asked to speak to someone about a refund and was told they can't give me one? Due to their claim we used up the data we never used. What they're claiming is not possible.Business Response
Date: 08/08/2025
08/08/2025
***** ****-BBB # ********
EarthLink Acct # ********
Acct status: Closing 08/19/2025
The consumer states that she got 375 MB plan which was supposed to be plenty for one adult streaming videos, one adult playing video game and two children playing apps for the whole month. It is stated that within 3 days only one person at a time could get online. When she called to talk to someone she was informed that 375 Mb was used in 5 days. The consumer states that it is not possible and had decent service for only 3 days. The consumer is disputing an amount of $135.00
On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that may have happened at the point of sale. The initial payment of $39.95 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. The data usage depends on what the consumer is streaming, what apps are updating etc. To save data the consumer can stop streaming when not using or not leaving it on while sleeping or away from home. We see that the consumer has used all the data and there is no unused data for a refund. As per the records the account is set to disconnect on 08/19/2025. When the account is disconnected,the consumer will receive a return label. The return label must be fixed on the box and dropped at ********** to send back the device within 30 days to avoid un-returned hardware fee of $400. Once the device is sent back the consumer can contact us to mark the return as complete. As a special consideration the charge of $39.95 will be refunded. 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 feedback's positively to improve our services. The confirmation number for this response is 679772291364.
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:08/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I initially signed up for the service, the saleswoman told me that Earthlink was different, that their service and speed was amazing. Above all else, the price I agreed to would not change. This was not true and after the first month they went back on that agreement. I was charged 40+ on each bill that I should not have been responsible for. I should have noticed it but didn't. I asked to get the proof of signing up for the service and they said they would call me back with the recording of the phone call where I approved the purchase. After following up twice (these past few weeks, call on 7.31, 8.6, and 8.7) since I did not get the call back I was told I would, they would not let me hear the call but said I would need to contact their corporate team or some other person via email. I did not want to be strung along any further so decided to take another course of action. The services I was charged for were the "Easy Tech" and the "Earthlink Protect". Not only did I NOT sign up for those, but I have no idea what they do. Technical issues required long periods of time on the phone with long lead times. Earthlink saves their calls, if you listen to my initial call, you will hear how adamant I am about not being charged for things without a clear notification. I would have no issues if I signed up for this, but when I was sold the product I was given assurances that put me at ease and ultimately convinced me to sign up. Then they used some kind of language in the disclosure to justify this. How can they say they're going to do one things, and at the same time do the opposite? Verbally saying one thing and then sneaking other things in with obscure language is unethical. Thank you for this ******* Earthlink. Even if I cannot recover the hundreds you stole, I will make sure others are more cautious when dealing with you.Ticket Numbers:- ********* - *********Business Response
Date: 08/08/2025
Date: - 08-08-2025
******* ****** BBB # ********
EarthLink Acct # ********
Acct status: Closing on 09/01/25
In the complaint, the consumer has mentioned his dissatisfaction in regard to bill increase. The consumer states that at the time of signup he was informed that the price would not increase. The consumer states that however his bill was increased by $40. The consumer has disputed the bill for Easy Tech and EarthLink protect. The consumer states that he never agreed to sign up for these services. The consumer states that he does not want to be charged any more for these services. The consumer would like EarthLink to look into this matter and according resolve his billing issue.
We sincerely apologize for the miscommunication that might have happened during the signup. We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. However, EarthLink takes feedback like this quite seriously and we will address any failure to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect.
On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service for $91.90 a month. At the time of signup along with ****************** Easy tech and EarthLink Protect was given to the consumer. The ***************** bill included the internet bill for $54.95 and Modem bill $14.95, while Easy tech and EarthLink protect was optional, costing $9.95 each, per month. Therefore, the total bill along with taxes was $91.90. However lately there was a price increase of $3 and that was for Admin and support charges. Therefore, the current bill of the consumer was $94.90 a month. We do see that the consumer recently contacted this month in regard to disputing the bill for the Easy Tech and EarthLink Protect. We would like to inform the consumer that in regard to disputing the bills, as per EarthLink policy the consumer has 30 days to dispute any charges. Therefore, the consumer was declined any refund towards the past charges. As per our records the consumer had contacted EarthLink on August 7, 2025, requesting cancelation of the complete account. So, as per the consumers request the account is placed under closing for September 1, 2025.
In order to settle this matter as a courtesy we have lowered the consumers bill from $94.90 to $56.38 a month. The Easy Tech and EarthLink Protect has been canceled as per the consumers request. Additionally incase if the consumer would like to stay with us. We would accordingly provide two free months of Internet service. That is the consumer would not be charged on 1st of September and also on 1st of October 2025. The billing would resume from November 1, 2025, for $56.38. The consumer could contact me at me below contact email address or our customer care department before August 31, 2025. We would accordingly place this offer after he agrees to stay with us. The confirmation number for this response is 204116999.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 08/13/2025
Complaint: 23714371
I am rejecting this response because:1. The 2 free months is not even a quarter of what I over paid/was charged unfairly for.
2. In the past 2 weeks, I have called many times and was told I'd get a call back on 2 separate occasions but never did. Further indicative of what to expect if I stay with Earthlink. NOW, after weeks on the phone, and after I have submitted reviews of your service, you offer me some kind of menial incentive.
3. It IS pretty concerning when your salesman say one things and then do another.... please have your legal send me copies of the calls.
I will not stay with Earthlink at this point unless I am fully reimbursed for what I paid and have a written contract of what you are responsible for.
- ******* ******
Business Response
Date: 08/14/2025
Date: - 08-14-2025
******* ****** BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Closing on 09/01/25
In the complaint, the consumer has rejected the response stating the free two months is not sufficient for what he was over charged for. The consumer states that after weeks on phone with EarthLink, he was just offered a menial incentive to stay with EarthLink. The consumer states that the sales representative did not provide the right information in regards to pricing. The consumer has requested a copy of the sales call from the legal department. The consumer states that he will not stay with EarthLink unless he is not reimbursed for the amount that he was overcharged. The consumer is seeking a resolution from EarthLink in this regard.
We do understand the consumers concern and we would like to inform the consumer that we have reviewed the sales call.On the sales call the consumer was informed about the pricing of the internet service along with the contract terms and conditions. We would also like to inform the consumer that when the customers connect to the ******************** for the first time, the terms and condition are accepted by the customers to access the ********************. Therefore, the consumer is liable to pay the $200 with taxes the Early Termination Fee for breaking the contract. Furthermore, the consumer was also informed on call about the two *** services that was added to the account,Easy Tech and ********************** protect. Before adding the product, the disclaimer was read to the consumer and the price was also disclosed to the consumer on call. Therefore, the consumer was billed appropriately. The consumer was rightly billed for the service as per the sales call. In case if the consumer still wishes to have the sales call forwarded to him then he needs to write a letter to our concerned legal department and they will accordingly forward the sales call to him. The consumer could approach them by writing a letter at the given below address along with his contact details.
EarthLink
Attention: Legal Department
*****************************************************************************************************
We have also notified the consumer via his email as he had contacted me at my below contact email address. As per the previous BBB response the offer of two free months still remains the same, along with the monthly price plan lowered to $56.38 from around $74 a month with taxes. In case if the consumer does not accept the offer, then the account would get inactivated as per the consumers request on September 1, 2025. The consumer would be liable to pay $200 along with taxes for breaking the contract. The consumer has brought nothing new to the complaint. EarthLink then respectfully considers this matter as closed and resolved. In case the consumer still wishes to accept the offer of two free months then the consumer could contact me at my below contact email address before the account gets inactivated. The confirmation number for this response remains the same 204116999.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 08/14/2025
Complaint: 23714371
I may be dropping this until I can get the information from your legal, which I doubt will be forthcoming in anyway shape or form based on all my experiences with you, but it doesn't mean you guys did not do wrong or are unethical. If you reviewed the call, then there is no doubt you heard a minimum 2 lies told to me about your service. Since you will not share with me, even though I am the account holder and can prove it, then I have no choice but to drop this and continue to review my experience on other sites. Thank you for these eye opening interactions.
Sincerely,
******* ******Initial Complaint
Date:08/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was informed that this was a ******* account it is not. They are a third-party and charge me $30 more than I would be paying with ******* which is my cell phone carrier. I have asked to be released from this bogus contract and to get my service directly from the provider not a third party that is inflating the fees. Please rectify this matter and allow me to obtain my services through ******* directly. I was misinformed/Business Response
Date: 08/07/2025
08/07/2025
********** ******-BBB # 23698470
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she was informed that it was a ******* account but it is not. It is stated that EarthLink is a third party and charges $30.00 more than what she would be paying for ******* which is her cell phone carrier. It is mentioned that she has asked to be released from the contract and get the service directly from the provider and not a third party. The consumer states that she was misinformed and wants to sign up with ******* directly. The consumer is seeking a billing adjustment of $236.96
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. While EarthLink partners with ******* only for installation, billing and support is handled by EarthLink. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. Please note that EarthLink always tries its best to provide high quality service with award winning support. However, EarthLink cannot match or honor any deals or promotions or pricing offered by competitors. The service 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 service is partnered with ******* and there is a two year contract with an Early Termination Fee of $200. Despite the policy, the Early Termination Fee of $230.29 including tax is waived. As requested the account is inactive as of 08/05/2025. The line has been released and the consumer can sign up with ******* directly. A return label has been sent to the email address on file. The consumer needs to fix the return label on the box and drop off at a *** location. The router must be sent back within one month of inactivation to avoid un-returned hardware fee of $300. The confirmation number for this response is 204111430.
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: 08/07/2025
This is very upsetting. I do want to terminate my service and thank you for that however them disconnecting my service without notification has impacted me greatly. My Internet service was abruptly turned off, not giving me time to make a replacement. It has impacted me financially personally and I feel this was some type of retaliation to immediately cut off my service without notification. I have life-sustaining equipment that I need to have running in addition my livelihood, which is in the area of real estate and also working remotely. I must have the Internet connection. I was looking to have this resolved. Give me time to Obtain my new service with ******* and none of this has happened. As a matter of fact, it has caused more inconvenience because of the abrupt cancellation of my services. Because of this, I have not only lost three customers in the real estate industry that is devastating because that is my livelihood and they have gone with someone else because I was unable to get the documentation to them in time because I had no Internet service. I asked that Earthlink restore the service until I have made a transition which will take about 3 to 5 days to get Internet service from ******* directly in addition, I want to be compensated for the loss of My customers in the urgent need for life sustaining equipment that requires Internet access. This is very upsetting and egregious again. I asked that they immediately restore my service until I am able to transfer my Internet service to ******* directly. My service was paid up until 816 and the least they couldve done was made sure that that service was on and asked me if I was able to make such transition. This is unacceptable. Please take care of this matter immediately I am appalled and just thank God that nothing has happened to me or anyone in my home **** from losing thousands of dollars due to the loss of my three customers look for a response and to make their address correct thank you for your attention to this matter. Sincerely, yours, ********** ******Business Response
Date: 08/13/2025
08/13/2025
********** ******-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that she did want to terminate the service but disconnecting without notification has impacted her internet and did not get time to make a replacement. It is stated that this impacted her remote working and equipment in real estate. The consumer is asking for time to obtain the service with ******* and restore the service immediately.
In the previous communication the consumer wished to be released form the contract and get the service directly from *******. ******* cannot install the service while EarthLink service is still active. To release from the contract and get the service from *******, we need to cancel the service first. Therefore, the service was inactivated and the lines were released. As a special consideration the Early Termination Fee of $230.29 including tax was waived. Once the service is disconnected, restoration would take a processing and re-installation time. The service was disconnected from the circuit so it could not be restored remotely. We need to dispatch a technician to re-install the service. As per the records, the consumer replied to the install text reminder no dispatch needed. The appointment was cancelled by the technician and it was re-scheduled for 08/14/2025. This is a technical time frame and not an individual decision. Based on the situation we bypassed the normal process and the technician was dispatched to restore the service. As per the records the service has been restored. A second modem was delivered to the consumer. We request the consumer to use the return label and send back the second device to avoid non-return fee of $300. The current status of the account is active. If the consumer decides to switch to ******* directly, then we will make an exception and not charge Early Termination Fee of up to $200 plus tax. As customer appreciation we have applied a credit of $30 that will be adjusted in the next invoice. 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 204125058.
EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused.
Respectfully
***** ****
EarthLink Executive Relations
EarthLink
**********************************************************************************;
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:08/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
EarthLink WiFi Internet provider failed to remedy the modem/router problem that resulted in services being disrupted. EarthLink failed to schedule a technician to come out and fix the issue. Upon my notifying Headquarters to raise these concerns, no solution was provided. Instead, EarthLink egregiously without merit wrote in the system that my address was unserviceable. Simply, EarthLink discriminated against my address or location when they illegally stop servicing my address with Internet. No authorization was given to disconnect or canceled service without consent at my address of location. Because EarthLink refused to restore internet services at my location without justification, is discriminatory. I am seeking a written apology as well as compensation for deliberately not restoring services nor resolving the connection issues. Additionally, I am seeking a detailed explanation as to why my address of location was illegally labeled unserviceable by EarthLink. This is a negative connotation and must be removed from their system and replaced with serviceable. These actions taken by EarthLink Internet Company violates my Civil Rights as well as my constitutional rights. Finally, my complaint must be addressed immediately with the aforementioned resolve. ******.Business Response
Date: 08/05/2025
Date: - 08-05-2025
**** Nea BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer states that EarthLink as an internet provider failed to remedy in providing technical support that resulted in services being disrupted. The consumer states that EarthLink failed to schedule a technician to come out and fix the issue. The consumer has mentioned her dissatisfaction with EarthLink for canceling her account as her address was treated as not serviceable. The consumer is therefore seeking a response from EarthLink as to why her location as not serviceable. She is also looking for a written apology as well as compensation for not restoring her services.
We apologize for the inconvenience caused to the consumer and we are sorry to know that due to certain technical circumstances, the ***************** could not be provided at the customers address. We had sent a request to our vendor AT&T team and unfortunately found that the service could not be provided to the consumer due to certain technical issues. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. As per EarthLink policy EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service.
However, the consumer could sign up for Wireless Home Internet service with EarthLink and which is available in the consumers area. They could reach our Wireless Home Internet department at ************* between 9 am to 6 Pm. Eastern, Monday to Friday. Before signing up the consumer could check with the representative about the features and benefits of this service, as this service has a data cap. 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 204110508.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 08/05/2025
Complaint: 23693032
I am rejecting this response because:
I am vehemently rejecting this response for replete reasons commencing with the fact that EarthLink is being dishonest in their response. Secondly, Im rejecting their response because no technical issues were raised nor visible at the time the request was made.Thirdly, the technician never showed up initially to my address thus no attempt was made to resolve aso-called technical issue.
Fourthly, EarthLink purposely failed to mention that my initial service was erroneously terminated without authorization and upon repeated attempts to get my services restored. I communicated to the EarthLink Representative my tenure with them had been 2 years of receiving Wifi/Fiber Internet services.
In this regard, how then can my address be deemed unserviceable when in fact services had been provided for 2 years; make it make sense. For example, the Atlanta EarthLink Representative stated the following,your address is unserviceable. This representative provided no further information as to why my address was deemed unserviceable.
Furthermore, I inadvertently contacted another internet provider name AT&T and this company who works with EarthLink denied services at my address for no apparent reason. These actions exhibited by EarthLink and their parent company AT&T illustrates deliberate and intentional unfair business practices thus resulting in discriminatory practices at best. I therefore, unabashedly, unequivocally, and unapologetically reject EarthLinks response.
Nevertheless, I am thus demanding Wifi internet services be restored at my address without any installation fees as soon as possible or this issue shall be escalated to legal actions.
Lastly, Im simply appalled by this type of unwarranted behavior from EarthLink. Its absolutely disgusting and completely unprofessional and unacceptable.
Salaam
**** *****
Business Response
Date: 08/05/2025
Date: - 08-05-2025
**** ***** BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint, the consumer has rejected the response stating that EarthLink is deliberately not providing services to her. The consumer states that she contacted another provider AT&T and they did not provide services to her without any reason. The consumer has mentioned her dissatisfaction in this regard and has requested EarthLink to restore her internet service back.
We do understand the consumers frustration, as mentioned in the previous response that due to certain technical limitations, services cannot be restored. We would like to educate the consumer that EarthLink has tied up with the phone companies who have laid out their lines in that particular area. If for some reason the service cannot be provided by them due to certain technical issues that might hamper the consumers internet.Then there is nothing that EarthLink could do about it, as EarthLink uses their lines to ultimately provide internet service to the consumer.
In regard to the complaint where the consumer states that EarthLink is deliberately not providing internet service to her. We would like to inform the consumer that EarthLink would have then, not given her an option of signing up with EarthLinks Wireless Home internet service. We would like to assure the consumer that EarthLink would love to keep their customers who are willing to stay with us for a long time. We would therefore advise the consumer to please contact EarthLink as soon as possible to get the Wireless Home internet service. We apologize for the inconvenience caused to the consumer in this regard. The confirmation number for this response is the same 204110508.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
****************************************
*********** | 30328
************************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 08/05/2025
Complaint: 23693032
I am rejecting this response because:
Earthlink has committed fallacies with their inconsistency in failing to provide evidence that the current address is unserviceable. In this vein, how can EarthLink provide Wireless Internet ************ when they have indicated the aforementioned address is unserviceable?Additionally, EarthLink enunciated that services will not be restored; however, in the same breath extends an invitation to provide Wireless Internet ************. Logic holds that you refused to restore services(which is an acknowledgment of wrongdoing) at the current address, you also would deny me Wifi Internet ************ as well, right? Thus, contradictions abounds.
Salaam
****
Sincerely,
**** Nea
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