Complaints

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

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  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  Earthlink.net

  2150 Holmgren Way Green Bay, WI 54304

• 

  Delta Com

  8500 Arlington Blvd Fairfax, VA 22031

• 

  EarthLink Inc

  3000 Columbia House Blvd Ste 106 Vancouver, WA 98661-2969

• 

  PeoplePC, Inc

  2600 Southwest Fwy Houston, TX 77098

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

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

• Initial Complaint

  Date:08/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earthlink caused me to lose my job last month because they don't grant extension or payment arrangements I work from home a rely on my internet they disconnected it and that's the reason I lost my job now I have contacted them again for an extention to start a new job and they say no so they either work with me until I can pay or they can pay the wages I lost because of their actions

  

  Business Response

  Date: 08/04/2025

  08/04/2025
  ******** ********-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that EarthLink caused her to lose her job because she was not given extension for payment. It is mentioned that she works from home and relies on internet but got disconnected. It is stated that she has contacted again for extension to start a new job but it was declined and asked to pay.
  
  On reviewing the account we see that the service is signed up for high speed internet access. The charges on the account are rejected multiple times and the account has been previously protected till 07/11/2025. Accounts can be protected only once in a 30-day time period. The invoice dated 07/26/2025 for $149.12 was rejected. After the ***** period it was set to close as of 08/06/2025. As a special consideration we have protected the account till 08/14/2025. We request the consumer to pay before 08/14/2025 or the account would automatically inactivate on that date. The billing process is automated and no one can access it without verifying account ownership first. EarthLink has provided the option to change the bill cycle date. Once the past due balance is cleared the consumer can contact our customer service team and select a bill date that will be most suitable for monthly payments. EarthLink makes all reasonable efforts to provide high quality service with award winning support. The confirmation number for this response is 204110069.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 08/05/2025

   
  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:08/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The employee I spoke with assured me that after the first failed payment attempt that I had a ***** period til the 4th of August and that my card would not be charged again until the end of the ***** ******* The manager tried to claim otherwise and said the supposedly sent an email saying they had autopay as part of a policy and that their autopay would charge everyday until the account balance was dealt with. I never recrossed email nor was told by the fist employee I asked to make sure that wasnt the case after being told my bill was due and I wasnt going to be charged again until the 4th. I was told to seek council from my bank to dispute this discrepancy and that the company wouldnt not refund something for the first months bill amount regardless of their first employ lying over the phone about not being charged again.

  

  Business Response

  Date: 08/04/2025

  Date: - 08-04-2025
  ******* ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  In the complaint, the consumer states that she was misinformed by the first ******** that she had a ***** period until 4th August, till then she would not be charged. However, her bank account was charged before 4th of August.  The consumer has therefore mentioned her dissatisfaction with EarthLink in this regard. The consumer states that upon contacting EarthLink, she was informed that her card would be charged every day until the account balance was dealt with.  The consumer states that she was informed to contact her bank in regard to this charge.  The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the miscommunication that might have happened during the signup. 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 regard to payment getting charged until the account outstanding balance is paid. As per EarthLink policy,the consumer needs to have a valid credit/debit card on file at all times.  EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy, If the consumer provides EarthLink with a valid credit or debit card, the consumer agrees to maintain valid and current credit or debit card information with EarthLink at all times..    This system is automated and its applicable to all our EarthLink customers. So, therefore the system will automatically charge the card on file until the outstanding balance is due on the account.  
  
  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service. As per EarthLink policy, once the service is installed, the consumer gets charged for their internet service in advance. So, when the consumer signed up for a new ****************** the consumer initially got charged towards installation fee of $24.95 which may include taxes.  This amount is paid to the installer to personally visit the consumers premises to install their services. Once the installation is completed the consumer is charged for the internet service in advance. The consumers internet service was started on July 29, 2025. The consumers billing cycle is therefore the 29th of each month, so every month the consumer would be billed on this date. The consumer was therefore billed for $69.13 on July 29, 2025.  The next bill will be generated on August *******. EarthLink therefore declines any refund as the bill charged to the consumer is legitimate.
  
  However as courtesy and for the miscommunication that might have happened during the signup. We have decided to refund the $69.13.Please allow up to 3 days for this refund transaction to complete. We would request the consumer not to dispute the above charges paid to us, as there would be issues in refunding the amount back to the consumer. The consumers billing cycle is the 29th of each month. The consumers next bill would generate on August 29, 2025, for $69.13, so we would request the consumer to keep a sufficient balance on the account. The confirmation for this response is 204110180.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 08/04/2025

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

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called ********** was sold EarthLink internet was told I would receive call and that they would set up time to set up my internet i. Person! No call a random email. When I called EarthLink to my surprise I would be waiting 4 days after I was told 2 and have to set it up myself .

  

  Business Response

  Date: 08/06/2025

  05/06/2025
  ******* ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she was sold EarthLink internet and was told that she would receive a call to set it up. It is stated that she is waiting 4 days when she was told two days and have to set it up herself. The consumer is disputing $39.95.
  
  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. No professional installation is required for this service. Once the router is received the consumer pays the first month bill, plugs in the router and starts using the service. Based on the situation, as requested the account is inactive as of 08/05/2025. The charge of $39.95 has been refunded. Please allow up to 3 days for the refund to reflect in the credit card statement. Since the consumer has not received the device there is nothing to return. 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 679298905245.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month (June) the company did not do their normal auto draft of my monthly charge and just shut off the service, when I called to discuss they didn't have any information on me and stated I needed security info which I gave them and they insisted was not correct. Due to this I canceled service. July rolls around and I was charged, despite no longer using their services. When I called they refused to refund and stated it was not possible. Money was taken from my account and I am no longer a service user and my money is not being returned to my account.

  

  Business Response

  Date: 07/31/2025

  Date: - 07-31-2025
  ******* ******* BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, consumer states that last month EarthLink did not do the automated monthly charge, due to which her services were shut down. The consumer states that she had difficulties verifying her account, so therefore canceled her EarthLink services.  The consumer states that EarthLink charged her in the month of July despite not using the service.  The consumer in her resolution would like to get a refund of the last charge.  
  
  We apologize for the inconvenience caused to the consumer while trying to verify the account.  To protect our consumers privacy and their personal information, it is important that we verify and that they have the authority to access certain information or make particular type of changes to the account. ********************** has consumer verification guidelines in place to protect the integrity of the data. As much as we want to resolve the concern, we cannot make changes to the account without verifying the account ownership first.
  
  As per our records the bill which got generate in **** 2025, for $76.97 was rejected by the consumers card on file.  EarthLink systems are automated,so when a payment was not received during the grace ************* The account got inactivated automatically on July 10, 2025.   We received the **** billing cycle payment in the next month that is on July 30, 2025. EarthLink has not received any payments in the month of ****.  The consumer could cross check her bank statement for the month of **** 2025. Therefore, the consumer was declined a refund of the last payment made by her. 
  
  However, in order to bring this matter to a close and as a courtesy we have decided to refund the last charge of $76.97.  Please allow up to 3 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 ************ 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 204103452.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 14, I made a complaint about earthlink's false advertising. I was refunded ship and handling fees and my account closed. However, im still having them bill me for $101.24, or at the very least try to. Why are they still doing that if my account is closed? I am making another formal complaint and a request from BBB to knock their score to a C. Have them verify that my account is closed, and if its not, then close it promptly. I also want them to take my card off their site so I will not be getting billed from them again. This entire situation is sketchy at best and requires a further probe into what type of business they are!My previous complaint #********.

  

  Business Response

  Date: 07/30/2025

  Date: - 07-30-2025
  ***** ***** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that she had canceled her services with EarthLink. However, she received a bill from EarthLink for $101.24.  The consumer has mentioned her dissatisfaction with EarthLink in this regard.  The consumer would like to make sure that the account is canceled. The consumer has also requested not to bill her any further.  The consumer is seeking a resolution from EarthLink in this regard.  
  
  We apologize for the inconvenience caused to the consumer.  We have accordingly escalated the issue to the concerned team and appropriate action will be taken.  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.
  
  The account is inactivated as of today July 30, 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 mentioned in the BBB complaint.  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.  There is zero outstanding balance on the account and the consumer could ignore the bill for $101.24 as adjustments has been made on the account. In case if consumer has a query in regard to this account, the consumer could contact me directly at my below contact email address. The confirmation for this response is 679051529608. 
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the internet service with EarthLink. Could never connect to the system to process the termination I made several calls to EarthLink and am told their system is down and cannot process my request I try calling them the following day and cannot speak to an agent. There is no email address to send request and never get a call back

  

  Business Response

  Date: 07/30/2025

  07/30/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she purchased the internet service with EarthLink but could not connect. It is stated that she made several calls to terminate the service but was told that the system is down. It is further stated that there is no email address to send a request. The consumer is seeking a resolution.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry to know that the consumer would like to cancel the account as she could not connect. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We apologize for the difficulties experienced while trying to contact customer service. ********************** experienced technical issues with the system. EarthLink does not accept account cancellations via email. It is very important that we can verify a cancellation request is authentic. Unfortunately, email headers can be forged in a way to impersonate an individual who may not wish to have their account inactivated. In order to reduce any unintended service interruptions we prefer to limit avenues of cancellation to Telephone.
  
  As requested the account is inactive as of 07/30/2025. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. To start the service the consumer must pay the first month bill. A refund in the amount of $65.89 has been processed. The refund will reflect in the credit card statement in up to three days. A return label has been sent to the contact email address on file. The consumer must use the return label to send back the device to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer can contact me at the email address given below or call EarthLink at ************-select option 1 to mark the return as complete. When the return shipment process begins the charge of $39.95 will be refunded. We would like to assure all our consumers that EarthLink strives for better customer experience. The feedback is appreciated and we take every opportunity to improve our staff and services. The confirmation number for this response is 679051510396.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:

   

  thank you for your assistance. 
  much appreciated 

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

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought thier internet router, and added internet. I spoke to the lady on the phone about internet usage, and my needs, she suggested the package of 100gb, she told me there there no way I would use that with in the time frame of our next rest for the internet. I got it set up, on June 25, it it now June 28th and all the internet is used in 3 days at 50 dollars. That's impossible we don't steam that much and we were gone all day Saturday. So I so called to cancel service and also about a refund. All of a sudden they are having technical difficulties after I told them to take my card off the account, then I asked to speak to a manager and they told me that they were busy. No resolve, they are avoiding the problem and I am highly upset.

  

  Business Response

  Date: 07/29/2025

  Date: - 07-29-2025
  ******** **** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that at the time of signup, she was misinformed about the monthly data usage. The consumer states that she was offered a 100 Gb plan, stating that it would be sufficient for her internet usage. However, the internet data was over within 3 days of internet usage. The consumer has therefore mentioned her dissatisfaction with EarthLink in this regard. The consumer in her resolution would like to cancel her services and has requested a refund of $134. 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 at the time of signup our Sales ***resentatives are trained to give out all the information related to the product. We apologize for any misunderstanding that may have happened at the point of sale. We would like to inform the consumer that measuring data usage is a complex calculation.   Data usage is only measured in terms of what kind of website or internet application the consumers are accessing. Other reason for high data usage could be found when there is more than one device connected to the internet.  Please note that in order to save data, the consumer while not using the internet should not leave the router ON while sleeping or away from home.
  
  As per our records the consumer was signed up for a Wireless Home Internet service for a 100 Gb internet plan.  On reviewing the payment records, we found that the consumer has only made two payments to EarthLink.  The consumer was charged $39.95 at the time of signup for one time processing and handling fee. This payment was done on July 21, 2025.  The second payment of $66.12 was made on July 24, 2025, towards 100 ******* plan. The total amount was $106.07 and not $134 as mentioned in the BBB complain. As per EarthLink Wireless Home Internet policy, the processing & handling fee is non-refundable.  We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale, so therefore this amount is not refundable.  In regard to refund request for the payment made towards the 100 *******.We would like to inform the consumer that the complete internet data has been used up. Therefore, the consumer is not liable for any refund against the internet data fee.
  
  However, as an exception for the misunderstanding between the sales *** and the consumer, we have decided to provide a refund of $39.95. Please allow 3 to 5 days for this refund transaction to complete. The account is inactive 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.  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. In case if consumer has a query in regard to this account, the consumer could contact me at my below contact email address.  The confirmation for this response is 679050745217. 
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************