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

  
• 

  Deltacom Long Distance Service

  245 W Airport Blvd Ste A Pensacola, FL 32505-2254

• 

  Earthlink, LLC

  225 Cedar Hill St Ste 11 Marlborough, MA 01752

• 

  Earthlink

  PO Box 5224 Clifton, NJ 07015

• 

  Earthlink, LLC

  115 N 3rd St Ste 301 Wilmington, NC 28401-4076

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:06/17/2025

  Type:Order 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 am being charged a $200 early termination fee by EarthLink, even though I was never informed of any contract or cancellation policy when I signed up for service. I did not sign or receive any agreement stating that an early termination fee would apply.A few months ago, I spoke with an EarthLink representative who clearly stated there would be no cancellation charge and that I was free to cancel at any time. He promised to send a letter confirming this, but the letter was never sent. When I followed up, I was told again that it would be sent, but it never arrived. I also asked the representative to provide proof of any contract or signed agreement, and he failed to do so.I remained with EarthLink longer than I wanted to only because I was looking for a better price and more reliable service. Now, despite everything I was told and promised, Im being told I owe $200 which is unjustified, misleading, and wrong.This is a deceptive business practice, and I am formally disputing this fee. EarthLink should not be allowed to charge customers hidden fees based on terms that were never disclosed or agreed upon.

  

  Business Response

  Date: 06/18/2025

  Date: - 06-18-2025
  ******** ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states she is being billed a $200 early termination fee by EarthLink, even though she was never informed of any contract or cancelation policy when she signed up for service. The consumer states that she did not sign or receive any agreement stating that an early termination fee would apply.  The consumer states that she contacted EarthLink to cancel the service. She was informed that she would be charged $200 as her services were under a contract. The consumer states that she remained with EarthLink longer as she was looking for a better price and more reliable service.   The consumer has mentioned her dissatisfaction with EarthLink in this regard and would like EarthLink to look into this matter.
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer had signed up for HyperLink internet service.The ***************** comes with a one-year contract with an Early Termination fee up to $200.   The EarthLink policy states, if the account is cancelled within the first year of service, the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our ********* customers.  
  
  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. Upon receiving the consumers complain in regard to not informing the consumer about the contract.We accordingly escalated this complain to the sales team.  The sales team worked on it, and they have confirmed that the consumer was informed about the contract on call. The sales agent had sent a text note on the same call which had the terms and condition of the services.  The consumer did read the contract part too.  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 cancelation fee for breaking the contract.
  
  As per the consumer request we have canceled the account as of today. The consumers account has an outstanding balance of $218.18 cancelation fee with taxes.  It takes 7 to 10 days for the line to be released from the date of inactivation of the account.  The confirmation number for this response is 204033966.
  
  Lastly, in regard to returning the modem, we would like to inform the consumer that incase if her 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. 
  
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I wanted to do a complaint on EarthLink. EarthLink is with **** and I constantly call customer service with ********************** to let them know. **** keeps with my service. They block all my equipment that I cant use it. Could you please help me with this issue? Thank you

  

  Business Response

  Date: 06/17/2025

  06/17/2025
  ******* ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she has EarthLink internet and calls customer service to let them know that AT&T keeps the service and they block all equipment's and she cannot use it. The consumer is seeking a resolution.
  
  On reviewing the account we see that the service is set up for high speed internet service with best effort 45 MBPS. The service is provided by EarthLink using AT&T infrastructure. The billing and technical support is provided by EarthLink. As pr the records we see that the line is in sync with uptime- 19H 52M 29S having 21 device on wireless. The consumer is getting 45 MBPS speed. The consumer is getting the speed that she has registered for.
  
  The consumer has too many devices connected that can easily be the cause of the issue. Having too many devices connected can lead to slower speeds and decreased reliability. This is because all the devices share the bandwidth and when many devices are active simultaneously they compete for the same signal. The available bandwidth is divided among all connected devices. This may result in signal congestion and can cause interruption in service. It is not just the number of connected devices but how actively they are using the internet that matters. Devices actively downloading or uploading will consume more bandwidth than devices that are idle. Physical obstructions can also weaken the signals and compound the problems caused by bandwidth sharing. The consumer needs to prioritize the device connectivity to ensure they get the desired bandwidth and be able to use the service effectively. EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. The current status of the account is active. The confirmation number for this response is 204032656.
  
  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:06/13/2025

  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 is charging me for services I did not utilize after I called them to cancel. I have reach out to them to get it resolved and I encountered with rude supervisors and representatives. They have been charging me additional fees and send threats of sending me to a collection agency. These unethical practices and policies need to be investigated. I am not the first consumer that has complained about this practice. If I call to have services cancelled I expect to have services cancelled.

  

  Business Response

  Date: 06/16/2025

  Date - 06/16/2025
  ***** He BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that she had cancelled her internet services with EarthLink and had not utilized the services.   The consumer states that despite of it, Earthlink billed her for the services. The consumer states the now she is receiving notices of sending her account to collection agencies. The consumer has mentioned her dissatisfaction with EarthLink, in regard to the negative interaction that she had with EarthLink representatives.  The consumer in her final resolution would like EarthLink to cancel her account and waive her last bill.
  
  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.  On reviewing the account, we see that the consumer had signed up for HyperLink internet service. The consumers billing cycle was the 26th of each month.  The bill which got generated on May 26, 2025,for $47.95 was rejected by the consumers payment card on file. Due to this payment rejection, the account got inactivated on June 7, 2025.  As per our records the consumer had contacted EarthLink on June 2, 2025, that is after the bill was generated.  Therefore, the consumer was liable to pay this last bill of $47.95 which was generated on May 26, 2025.  
  
  However, in order to bring this matter to a close, as a courtesy as per the consumers request we have waived the last bill.  The account is inactive and there is zero outstanding balance on the account.  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 204029424.
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/12/2025

  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.

  I contacted earthlink on may 24th paid 79.95$ for ******************* of the router. Was told I would have 10 days from when i received the router to pay the ***** as to make sure the service was adequate. I received router on may 29th and I obviousily was lied too and I had to pay the ***** tp activate the router. So I paid the *****. The connection wasnt very good and I went with anothet internet company. So I called and cancelled the service on June 4th. When I asked for a refund, I was told I used 204 GB out of the 300 GB which in the app, u can clearly see in the attachment that it is 58 GB. I was told to email the proof to the ascalations **** which I did and never got a response back. I called earthlink again today June 12th and was told I couldnt get any refund back so I asked to speak with a supervisor. I was told I would get a call back which I told them I wanted to speak with a supervisor now because ***** ever gets back with you. This company is intentionally lying to people to get them to sign up then when they sign up, they lie and try to wiggle their way out of a refund when I only had the service 5 days. People are getting tired of spending their hard earned money for something and being lied too over and over again. I would like a refund of the ***** I spent when service wasnt even good and I had to cancel after only 5 days.

  

  Business Response

  Date: 06/13/2025

  06/13/2025
  ****** ***** - BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that on 05/24/2025 an amount of $79.95 was paid for shipping and handling of the router. It is stated that they would have ten days to pay $99.95 when the router is received and activate it. It is mentioned that the charge of $99.95 was paid but the connection was not good so the account was cancelled and they went with another Company. It is further stated that the account was cancelled but the refund was declined. The consumer is seeking a refund of $99.95.
  
  We would like to apologize for any misunderstanding that may have happened. On reviewing the account we see that the service was signed up for Wireless Home Internet. The initial payment at sign up is the processing fee and must be paid before the equipment is sent to the consumers house. We are sorry to know that the service did not align with the consumers expectation and cancelled the account. Based on the situation a refund of $100.95 has been processed. Please allow up to three days for the refund process to complete. A return label has been sent to the email address on file. The consumer must use the return label to send back the device within 30 days of inactivation to avoid un-returned hardware fee of $400. The current status of the account is inactive as of 06/04/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is ************.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:06/07/2025

  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.

  My Earthlink email address is: ************************************ I have been an Earthlink customer since the 2000's. I suddenly cannot log into my Earthlink account. It does not allow me to reset my password. When I chat with Earthlink, I am told they cannot verify my account. How can they not verify my account when they charge me $15.03 monthly. The chat told me to call 1-888-Earthlink. I have called that number repeatedly and always get disconnected. I have sent emails to the Earthlink ***************** ***** *** - *********************************** ******* ******** ******************************** ***** ******* ************************************ Not one executive has gotten back to me. I've tried to dispute the charge with *************** but cannot get through to speak to a human. Attached is the current charge from Earthlink. Earthlink is charging me $15.03 a month for an email account I cannot access. Their customer service department nor their corporate office will not help me.

  

  Business Response

  Date: 06/09/2025

  Date - 06/09/2025
  **** ****** BBB # ********
  EarthLink Acct # *******
  Acct status: Active
  
  
  In the complaint, the consumer states that her Earthlink email address is ************************************************************* and she is unable to login into her Earthlink account. The consumer states that she is having difficulties resetting her password as she is not able to verify her account.  The consumer has mentioned her difficulties reaching anyone at EarthLink in regard to resolving her email issue.  The consumer is therefore seeking a resolution from EarthLink in this regard.
  
  
  We sincerely apologize for the inconvenience caused to the consumer, while she was trying to resolve her tech issue. Upon receiving this complaint, we immediately escalated it to the concerned team. We received a reply from them stating that there was a call back made to the consumer.  The consumers issue has been finally resolved on that call. The confirmation number for this response is *********.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/06/2025

  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.

  It's been two days since Earthlink has been able to fix my fluctuating internet and it does not seem to end there. They have not provided an ***, and it does not seem to be fixed anytime soon. The internet is so slow that I can't even process a customer's wire online. This has to be fixed asap as I cannot operate my business like this. I am livid and am seeking some kind of compensation for this outrageous issue. This is costing me a lot of money not being able to operate normally.

  

  Business Response

  Date: 06/09/2025

  06/09/2025
  ******* ******** BBB 23436388
  EarthLink Acct #: None
  
  The consumer states that it has been two days since EarthLink has been able to fix the fluctuating internet. It is stated that the internet is slow and has to be fixed. It is further stated that the internet cannot be operated normally. The consumer is seeking a compensation for this issue.
  
  We would like to apologize to you for any inconvenience caused. We regret to inform that there is not enough information provided to adequately locate the account. Moreover, we are unable to find an address that cross-references with the name.
  
  EarthLink would need to be provided with more account specific information for further assistance. Ideally, we would require any of the following:
  
  a.The EarthLink email address listed on the account
  ************************ account number or invoice number
  c.The phone number that is being contacted for the account
  
  Without this information, it is impossible to determine which account in our database is the correct one. We will be happy to address the complaint once we are able to locate the specific account. Our customer support number is ********** and LiveChat ****************************************** (9:00 AM to 10:00 PM ET, 7 days a week). For Wireless Home Internet technical support please contact at ************, Monday- Sunday, 9am to 10pm EST. The confirmation number for this response is 651372978286.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:06/06/2025

  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 have had an internet account with ******************** for almost 30 years. I keep it going so that I can use my old email address.I have just discovered that I was paying for dial up service as well as an email account. That's my bad, I guess, for not checking.However, Earthlink stopped providing dial up service on Dec 30 2023. Since then they have been charging me for a service they no longer provide.I assume I am not the only person they have been charging for services they do not offer This seem flat out wrong

  

  Business Response

  Date: 06/09/2025

  Date - 06/09/2025
  ****** *******- ***** BBB # ********
  EarthLink Acct # *****
  Acct status: Active
  
  
  In the complaint, the consumer states that he has been a long-time customer with **********************.  The consumer states that he continued staying with EarthLink as he had an email address with EarthLink.  The consumer states that he just discovered that he was paying for dial up service as well as an email account.  The consumer states that EarthLink stopped providing dial up service since December 30, 2023. Since then, he has been charged for a service that was no longer provided.  The consumer has mentioned his dissatisfaction with EarthLink in regard to it. The consumer is seeking a billing adjustment from EarthLink in this regard.
  
  On reviewing the account, we do see that the consumer has been a long-time customer with **********************.  The consumer had started his account by signing up for a dialup service.  We would like to inform the consumer that when a dialup service is used, there is a local access number which is required to get the internet started. The consumer had to call up his local phone provider to get this local access number in order to connect to the internet.  At that time high speed was not available and the only way to get connected to the internet was dialup.  But during a course of time later high-speed service was introduced. The copper wire was replaced by fiber optic wire in certain location.  So therefore,EarthLink had stopped providing dialup service to new customers. However,continued to provide technical support for existing consumers who use to get the local access number from their phone provider to connect to the internet.  Therefore, EarthLink did not cancel the consumers having a dialup service.
  
  In regard to the billing dispute,we would like to inform the consumer that as per EarthLink policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. However, as a courtesy, as per the consumers request we have offered a six-month credit billing adjustment towards the email service to the consumer.We have changed the bill plan from dialup to email only service for $5.95 a month. The consumers billing cycle is the 15th of each month.  The consumers free month would start from June 15, 2025, and will end on December 14, 2025. The regular bill would resume from December 15, 2025, for $5.95 a month.The confirmation number for this response is 204017673.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father, ****** ****, had an email account with ******************** (originally ************) for years.****** passed away last June, and we are now closing out his affairs.Trying to cancel this account has been extremely frustrating. First, there is ZERO information on the Earthlink website about how to do this - I found some links to a 'KnowledgeBase' in the main search bar of the site, but those links are all dead/blocked by *********** There are no articles or links about this process anywhere on the site.I opened a chart on the site, but it took almost an hour before anyone responded. When they did respond, they told me they could not cancel directly but instead this had to be referred to the executive relations department, which would review my request and respond, I should expect to wait at least 72 hours for this ***********'s just ridiculous that it should take this much effort to process a simple cancellation.

  

  Business Response

  Date: 06/09/2025

  06/09/2025
  ****** ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that his father had an email account for years and he passed away. It is stated that they are trying to close the account but there is no information on the EarthLink website about how to do it. The consumer tried to chat with the customer service but was referred to Executive Relations and he would have to wait for 72 hours for a response. The consumer has expressed dissatisfaction and wants to cancel the account.
  
  On reviewing the account we see that the service was active for Premium email and Perks. We are sorry to know that the consumer would like to cancel the account as the account holder passed away. Please accept our heartfelt condolences. We apologize for the difficulties experienced while trying to cancel the account. The procedures are mentioned in our Terms of Service available at ************************************. It is very important that we verify a cancellation request is authentic. In order to reduce any unintended service interruptions we prefer to limit avenues of cancellation to Telephone. When the consumer contacted EarthLink by phone the account was inactivated as requested. The current status of the account is inactive as of 06/09/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is *********.
  
  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: 06/09/2025

   
  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:05/31/2025

  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.

  I have been attempting to cancel my service with our internet service provider Earthlink for over a month now as of May 2025, due to us having moved and getting a new provider. Through repeated attempts over the phone with their automated system, every single time I inform it I'm reaching out to cancel service, the automated system immediately hangs up. They began sending numerous texts and emails concerning a late fee that is only late because I could not cancel the service before the fee was due. Finally, today as of May 31st 2025 I was able to reach a human and communicate my concerns. I was put on hold for about 15 minutes while they "transferred me to the correct department." Someone eventually picked up, told me they have someone on the line who can help me with my issue, then they hung up. I literally cannot reach them to cancel my service. I would like them to rescind the bill I received because they made it impossible to cancel before it was due, and properly cancel my service.

  

  Business Response

  Date: 06/02/2025

  Date - 06/02/2025
  ***** ***** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint, the consumer states that they are having difficulties getting their services canceled with EarthLink.  The consumer states that they have moved, so would not be requiring the EarthLink services.  The consumer has mentioned her dissatisfaction with EarthLink as she is unable to reach anyone to cancel her services.  The consumer in her final resolution would like EarthLink to cancel her services and waive her last bill as there was delay in getting the services canceled.
  
  We sincerely apologize for the inconvenience caused to the consumer in regard to difficulties canceling her account. ********************** takes feedback like this 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 better customer experience and takes every opportunity to improve its staff and services. 
  
  On reviewing the account, we see that the consumer had signed up for HyperLink internet service. Currently the consumers account had got canceled on May 25, 2025, due to nonpayment of $******** order to bring this matter to a close, as a courtesy we have waived this last outstanding balance of $81.13.  The account is inactive and there would be no further billing on the account.  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 204004283.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:05/28/2025

  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 called Earth Link, they never disclose to me that they was **** and they told me that i have fiber in my area and that's what i was under the impression that i had. I told them that i needed wi-fi, internet so i can use phone, tv, and computer. I did not get that, the service is so slow, i am having trouble with my phone, tv , and computer freezing up. I called them the first week, they came out and replace white box. It did not do any good. i did a speed test and found out that i am only getting 29.9 mbps which is not enough for a phone not alone my tv and computer. I called them about the situation, but all they did was threaten me and said if i cancel that i would have to pay 100's of dollars because i was under a contract that i did not know i was under. It should be against the law to tell customer one thing and end up doing something completely different. I want out of this mess, its been a nightmare. I am 70 years old and i have never witness to so much untruth. i was looking for something from my initial call to confirm what i would be getting in my services, but i never received any thing. I never knew that they had to take out my account without authorization. I am on a fix income and do not want anyone taking anything out my account and i will not knowing aloud them to put me under a contract. I would like to resolve this terrible issue as soon as possible.

  

  Business Response

  Date: 05/29/2025

  05/29/2025
  ******** *******-BBB # 23388152
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she called EarthLink and it was not disclosed that it is AT&T. It is stated that she was informed it is fiber in her area. The consumer wanted internet for phone TV and computer but the service is slow. The consumer states that when she called tech support, the box was replaced but it is still not good. The consumer states that the speed test shows 29.9 MBPS which is not enough. It is mentioned that she was told that if she cancels there will be a termination fee because the account is under a contract. The consumer states that she is 70 and on a fixed income. It is also stated that she never knew that the account would be charged without authorization. The consumer wants to be out of contact as she was not aware of it and did not know it was AT&T.
  
  On reviewing the account we see that the service was set up for high speed internet access. We are sorry for any confusion or misunderstanding that may have happened at the point of sign up. While EarthLink partners with AT&T only for installation, billing and support is handled by EarthLink. EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. As per the policy, If you provided EarthLink with a valid credit card or debit card, you agree to maintain valid and current credit or debit card information with EarthLink at all times. You acknowledge and agree that you authorize EarthLink, and that EarthLink does not need to obtain any additional authorization from you for any recurring payments or automatic billing options.
  
  When the consumer contacted EarthLink on 03/17/2025 for tech issues, a dispatch was scheduled and the device was replaced. The current line test result shows that the modem is in sync with uptime of 10D 19H 54S and two devices connected. The speed test result is 130 MBPS/128 MBPS which is much more than the registered speed of 100 MBPS. 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. In certain situations, EarthLink may waive the Early Termination Fee, at its discretion, if (i) EarthLink no longer provides the Service to your current location, (ii) you live in an area currently deemed a weather or war disaster area, or (iii) you were deployed for active military service. If the consumer decides to cancel for technical reasons or no service then EarthLink will waive the Early Termination Fee. The current status of the account is active. The confirmation number for this response is *********.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23388152
  
  I am rejecting this response because:
  When I ran the speed test it was only 29.9 Mbps also I never was asked to allow them to use my acct. other than for installation. Nothing was disclosed to me. They never mentioned a contract. I have had constant trouble with my phone, television, Computer.  will take pictures of the service they provide. It freeze up. terrible services. They never disclosed to me that their product and services come from at&t, I would have never excepted auto taking out my acct, I am on a fixed income. Also I would never have accept a contract on anything. They said I have fiber but that's not the truth because they said on 800 number that they do not have fiber service in my area *******

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

  

  Business Response

  Date: 05/30/2025

  05/30/2025
  ******** ******* -BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she is rejecting the response because when she ran the speed test it was 29.9 MBPS and also never allowed to use the account other than for installation. It is mentioned that the contract was never mentioned. It is further stated that she has constant trouble with the phone, TV and computer. It is stated that the service is terrible and freezes up. The consumer states that it was never disclosed that the product was from AT&T and would never accept taking out from her account. It is stated that she was told it would be fiber but the service in her area does not have fiber.
  
  In the previous response it was stated that the installation is done by AT&T but the service, billing and technical support is all provided by EarthLink. The line test result shows the modem is in sync with good speed. We did a line test again and found the modem Uptime is 11D 19H 43M 43S with two devices connected. The current speed is 130 MBPS. EarthLink service prices are based on a model that includes the use of an automated form of payment. While we permit certain customers to choose to be invoiced and pay using manual checks, high speed services are not eligible for non automatic method of payment. The consumer states that the service is terrible and freezes and has constant trouble with the phone, TV and internet. The consumer also states that she would have never accepted auto payments and was not aware of the Early Termination Fees. Based on the situation we are inactivating the account as of 05/30/2025. As designed by the system the account was charged Eartly Termination Fee of $200. As a special consideration the Early Termination Fee of $200 has been refunded. The refund will reflect in the credit card statement in up to three days. The confirmation number for this response is 204001294.
  
  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:
  *************************************

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23388152
  
  I am rejecting this response because:
  They said that they charged me *****, but I was charged ******. Something is truly wrong.  I will accept resolution when they refund all that they have taken out my account. Thank you soon much.
  Sincerely,
  
  ******** *******