268 Customer Reviews
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Review from Riveera F
1 star04/30/2024
Earthkink . I had service off and down more than anything. I also had difficulty reaching representatives, I would be without service up to two weeks at a time. I would be offered credits and refunds that were never issued along with hours of on hold time waiting to have these issues resolved.
Earthlink, LLC Response
05/02/2024
Hello Ms. ************ am sorry that Ms. *** had ongoing outage issues with her internet and when she tried to reach one of our agents she had issues. I tried to locate an account for Ms. *** with the information that is available but her name and email are not bringing anything up within our system. I would love to be able to assist her but without having the account information there is nothing I can do at this time. If she could reach out and give us more information I would be happy to look over her account to see why she is having all these issues and to make sure that there are credits that are put on her account. Again, I do apologize that Ms. *** has not had a good experience with her EarthLink Internet at this time but I would like to see what I can do to reverse that experience.
-********
ER Specialist II
Review from Natalie P
1 star04/29/2024
Do not get service with this company, they quoted me a month price of $55 and then charged my card $72. I called and was on hold for over 40 minutes. I looked up reviews while waiting and saw that this was their general service practice. I am going to dispute it with my bank since they did lie about service and go that route for cancellation since again no one will assist you on the phoneEarthlink, LLC Response
04/30/2024
Hello ****************,
I spoke to **************** on the phone today about her review. I listened to the sales call, and she was not given the total price of the plan to include the modem fee. I gave **************** a one-time $20.00 credit on her next bill; as well I waived the modem fee and lowered her internet plan since she was misled at the time of the sale. I apologize to **************** because she was not told the correct price of her bill going forward, but I have made sure that she knows what she will be charged going forward. I have also provided the best number for **************** to contact the Executive ********************* and I also sent her an email so that she can correspond with me going forward. Again, I want to apologize to **************** that she was misled at the time of the sale, but I want to make sure that going forward she has better experience with EarthLink internet.
-*************;
ER SpecialistReview from Sonya B
1 star04/26/2024
Worst company ever. They continuously lied to us for a week. They sold me a service, scheduled installation, sent out 6 techs over a week who lied to us, saying they could fix the problem outside. 6 different techs LIED TO **. The phone reps LIED to us saying the internet we wanted was available. The tech that came today told us the service they sold us isn't even available in our neighborhood. The tech said they lie all the ***************************** is a terrible company. He said the service they lied to me about has NEVER been available here. This terrible company upset our entire household of adults, kids, pets, etc for a **** week. NEVER GIVE THEM YOUR BUSINESS. Their customer service agents hang up on you. They say they'll call you back with answers to inquiries but never do. I am so angry & disgusted with this business.Review from Anthony G
1 star04/26/2024
Earth link customer service is terrible, they offer apologies, but never resolve the problem. you are twitched to another department to be placed on hold almost and hour. Then you are told you will be escalated to the technical department and they would contact you with in 24 hours. No one ever call you back. this has been going on for the last 6 days. I inquired about compensation because we are still getting charge for the service that they are not providing. The person handling the phone call advised she could give me 8 dollars off my bill , I felt that was very humiliating to offer me that . then she relied to me that we had 10 days and my service would be disconnected. again my internet service has been off for 6 days now.Review from Tonya F
1 star04/20/2024
**************** is terrible. High wait times and they hang up on you all the time while waiting. My internet wont work and after days of getting the run around I was told a ticket was placed to escalate and we would get a call in ***** hr. Escalation to advanced technical support does not exist as they do not call back, ever. I have been without internet service for over a week and I work from home. the escalation department will not call back. Ive been calling everyday for a week and get the same thing. Either we are told no one can help or they have escalated the problem again.. also, they cancel the escalation every time I check to see why they havent called to help up. not a single person has been able to help and I have exhausted my efforts. Now Im trying to cancel service and that department wont answer the phone or call back. Wait times are hrs. We are paying for something we cant use or give back or cancel. This is a nightmare and I am spending a ton of money traveling to work each day because of this issue. I need help!!!!Earthlink, LLC Response
04/23/2024
Hello **************,
We apologize that ************** had multiple issues when she tried to troubleshoot her internet issue and then when she tried to cancel. We have been experiencing longer hold times for the Executive ********************* and there have been days due to personal reasons where there are only two agents and multiple customers in the queue. We know the long hold time is frustrating, but we work tirelessly to resolve all customer issues. There is a voicemail set in place for customers to leave a message, which I checked yesterday, and I did not see where ************** left a message for us to call her. Then, we also have the callback function, which allows us to call a customer back when their turn is up in the queue. We are working hard to improve call times so that our customers do not have to sit on the phone all day waiting. Please bear with us as we make these transitions. Upon chatting with ************** through Consumer Review one of our agents did reach ************** yesterday and they were able to assist Again, we do apologize that ************** was frustrated with the long hold times, and that nobody called her back like she was told, but we were able to get ****************** account canceled.Review from Jeff H
1 star04/14/2024
I cancelled them 2 weeks ago and they literally just stole ****** out of my account last night and will not give it back to me,they just told my wife tuff s*** DO NOT USE THESE PEOPLE!!!!!!! They will rip you off. 0 starsEarthlink, LLC Response
04/15/2024
Hello ************,
I have looked at ************** account as well as done another resource research to see about the conversation in question since it seems that the agent stated something that is not something EarthLink will handle lightly. Upon the research I found that the agent was friendly with ************** wife and never once stated what ************ said they stated to his wife; if anything, the agent was apologetic. I also discovered that the account was not canceled as stated so we would still charge the account as normal, which is something that is agreed upon, so we did not steal from ************. Since there seemed to have been some connection issues prior to the cancellation I have issued a partial refund that will be refunded back to the card on file within 7 business days. We are sorry that ************ was unsatisfied with EarthLink but look at the notes on the account as well as call recordings, the agent handled the call with ************* with respect and never once did the agent make a rude statement to *************.-********, ER Specialist II
Review from Cathy G
1 star04/12/2024
I was assured that my area had great wireless coverage so I signed up on Monday. The modem arrived yesterday morning and there's been no internet at all, just a blinking blue light. Every call to customer service is the same script: "turn it off, turn it on." No luck. My tech expert friend says the modem is bad (e.g., no SIM card, card is wrong for my area, card is installed backwards). I will have to buy a special screwdriver to check! They haven't offered a replacement modem.AND their agreement states NOTHING is refundable.Earthlink, LLC Response
04/15/2024
Hello **************,
I spoke with ************** this morning about the issues she was having with her modem. I have escalated the request to have a new modem sent out to ************** so that we can get her internet service up and running, when we have her internet working we can issue a credit for the time she has not had internet. I have also escalated the request to have the return label emailed to **************, so that she can send back the modem that is defective. We apologize that ************** was sent a defective modem, but we want to ensure she gets a working modem in a timely manner.
-********, ER Specialist IIReview from Lavone O
1 star04/12/2024
So many hours of my life spent on hold with this company... on three separate occasions... trying to get help to get my router to connect to the tower (nope)... even two days later (still nope) ... plus nearly one hundred fifty dollars out of pocket... wasted. Let's see how many hours I sit on hold to cancel this service... and how much longer after that to get a full refund. If you're considering EarthLink as your internet provider... don't.Earthlink, LLC Response
04/15/2024
Hello ********************,
I first want to apologize because ******************** had multiple issues contacting someone to get help with your connection issues. We do value our customers time; at this we have been experiencing higher-than-normal call volume, and we are working hard to ensure that we are getting to all the calls. We also want to make sure that we are providing the best service to each customer that calls in so this might also cause some long hold times.
As for the connection issues ******************** was facing, there are many factors that are beyond EarthLinks control; such as infrastructure, high internet volume, location of the modem, or the modem that was sent was defective. I have issued ******************** a full refund on the modem's shipping and handling fee and the monthly charge. Please allow 3 days for the refund to reflect on the card on file. Again, we apologize that there were connection issues and multiple issues for ******************** when she called for assistance.
-********, ER Specialist IIReview from Joseph G
2 stars04/09/2024
Possibly the worse expierence in dealing with tech support i have ever had. Cant understand what they say and always on hold for long periods of timeEarthlink, LLC Response
04/10/2024
Hello **************,
I apologize that ************** was unhappy with dealing with our technical support team when he called in and was having trouble understanding what they were saying. We know the language barrier can be difficult, but these agents are trained to resolve our customer issues when the ********* is closed. This is to ensure that our customers are getting assistance at all times. e at all times. If ************** or any other customer is having issues understanding our overseas agents please request to speak to an American-based agent. Please be advised that we are dealing with longer than normal hold times.
I also looked over Mr. ****** account and it seems that there is a known outage, so he was advised to reach back out after 24 hours. Again, I apologize that ************** had barrier issues with the agent that he spoke with, and he has also been placed on hold for a long period of time. We are working very hard to make sure we are getting our customers issues resolved.Review from June W
2 stars04/04/2024
Customers can not change a plan without paying another service fee of *****. Had the service less than 24 hours realized it was not what I understood it to be and tried to make a change and it was extremely difficult and frustrating to do. I cancelled in less than 24 hours and lost out on the ***** fee and the ***** month charge.
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