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

  
• 

  One Communications

  5727 old Boonville hwy Evansville, IN 47715

• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

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:09/23/2025

  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.

  To start off I moved to ********** ** from ******* and wanted to get Internet for my family. Witch I have 3 toddlers with tablets, and they take over my living room tv, along side my pregnant wife that has to deal with the kids and house and now we have to deal with the misrepresentation of their service. I was told I would get unlimited Internet service and after all said and done they have a cap on data. Now within the st few days of having the service it's so slow and my wife is very unsatisfied alone with my kids not able to watch the movies I work hard to pay for. ******** HBO Max, *******, ****, With all this going crazy around the house, I can't even set up appointments for side jobs or stream live. I do thing on the side to try and make a bit of extra money for my family.I have found a better company and all I ask is 2 things, a full refund and to stop lying

  

  Business Response

  Date: 09/23/2025

  Date - 09/23/2025
  Jboyd ******** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint, the consumer states that he had signed up with EarthLink for internet service.  The consumer states that he was misrepresented about the service that he had signed up for.  The consumer states he was informed that he would get unlimited Internet service, but it had a data cap.   The consumer states that within few days, the internet speed slowed down and they could not watch the movies on the TV.  The consumer has mentioned his dissatisfaction with EarthLink in this regard and has requested a full refund.
  
  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. We apologize for any misunderstanding that may have happened at the point of sale. We have accordingly escalated the issue to the sales team and appropriate action will be taken.   On viewing our records, we do see that the consumer had signed up for Wireless Home Internet service for an internet plan of 300 GB data a month. The Wireless Home Internet service has always been sold to our customers with a data cap limit.  More the data cap limit higher the bill plan. The consumer had paid us $39.95 initially at the time of signup. This payment is for the processing and handling fee.  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 this amount is not refundable.  After receiving the router later, the consumer paid the monthly fee of $101.12 for the 300 GB data plan.
  
  We would like to educate the consumer that this wireless home internet service is an unlimited browsing service.  That is, once the 300 GB data is over, the consumer is still able to browse the internet, but with a slow speed. As per our record, the consumer has used up ****** GB of internet data, and which has crossed the limit of 300 GB.  The consumer had completely used up the internet data that he had paid for, so there was no unused data for which we could provide a refund.
  
  Looking at the situation to bring this matter to a close, EarthLink has decided to refund the $55.  Please allow up to 3 to 5 business days for this refund transaction to complete. The account is inactive. 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 they will have 30 days to return their router. If the consumer fails to do so, then he will be billed a Non-Return Hardware fee of $400.  In case if consumer has a query in regard to this account. They could reach our Wireless Home Internet department at ************* between 9 am to 6 Pm. Eastern, Monday to Friday. The consumer could also contact me at my below mentioned contact email address.  The confirmation for this response is 683105160855. 
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:09/19/2025

  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.

  I have used EarthLink service for over a year. When my year with their service ended, I decided to cancel and go with a more local provider. When calling to cancel on September 11, 2025 the agent was combative and did not properly answer my questions. I needed service through the month and wanted to ensure that I would have service until my new one was set up. I was told that this would be the case. Several days later, I find that my service has been cancelled on September 18th. After several calls to customer service, I am told that they cannot reinstate my plan and will have to sell me a new one. I finally caved and went to the sales department where I was told that they cannot reinstate service at all and must send a technician (from the local provider) in a week to resolve my issue, all while trying to upsell me to the fiber plan. So now I am without Internet because earthlink has decided to cancel my plan early and make it impossible to reverse. Well done.

  

  Business Response

  Date: 09/22/2025

  Date - 09/22/2025
  ***** ***** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint, the consumer states that after completing a one-year contract, he decided to cancel his services with EarthLink and switch to a local provider.  The consumer states that he placed a request to cancel the services on September 11, 2025,but wanted his services to be active till his new provider is not setup. The consumer states that, however, his services stopped working on September 18, 2025.  The consumer states that he contacted EarthLink to reinstate the service but was informed that it cannot be reinstated as the service was already disconnected. The consumer states that EarthLink offered him to sign up for a new service, however, he declined to do so.   The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconvenience caused to the consumer, as there could be a possibility of miscommunication while customer called up ********************** to get their service canceled.  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service. This service uses a fiber phone line to provide the internet service.  In order to setup this Hyperlink internet service, it normally takes one to two weeks.  The reason being is that, unless the old providers services are not permanently disconnected/released from the fiber phone line, the new provider cannot provide their services on the same line.  In regard to line release/disconnection of ****************** as per the policy, the time period to release the line is 7 to 10 days after the inactivation of the account.  Therefore, we always suggest our customers to inactivate their account as soon as possible, so that the customers could get the other provider's ******************** service installed quickly. Furthermore, we would like to educate the consumer that, during this transition of the internet service. The consumers are usually without of internet, so till then they have to use an alternate temporary source of internet service. As per our records the consumers lines are released. We would advise the consumer to immediately contact their new provider, so that their service could be installed as soon as possible. As a courtesy we have placed a refund for $60 on the consumers card on file.  Please allow up to 3 business days for this refund transaction to complete. The confirmation number for this response is 204177893.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************
  

  Customer Answer

  Date: 09/25/2025

   
  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:09/19/2025

  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 returned a wireless router to EarthLink after having it in my home for about a week. The service did not work as they said so I was e- mailed a shipping label from them to send it back. I sent the router back in the original packaging through *** on August *******. They sent me an email saying they received the router on August 27th. Today(September 19th) they withdrew $439 from my account. When I called they initially said they would issue a refund but then several hours later someone called from EarthLink and said the router wasnt in the box but a phone pouch was in there instead, and they would not be issuing a refund. I have the *** receipt and an E mail from EarthLink saying that they received the router. Please note the *** receipt says the package weighed 4 pounds. A phone pouch does not weigh 4 pounds.

  

  Business Response

  Date: 09/22/2025

  09/22/2025
  ***** Fioro-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he returned the router to EarthLink after having it for a week. The service did not work so he was emailed a shipping label to return the device. The consumer states that he returned the device in the original packaging and also received an email from EarthLink that the router was received. It is mentioned that his account was debited $439 and is seeking a refund.
  
  We would like to apologize for any miscommunication or misunderstanding related to the account. As per the records the service was set up for Wireless Home Internet and the account is inactive as of 08/19/2025. The amount of $439.00 has been refunded. It may take up to three days for the refund to reflect in the credit card statement. 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 683104318485.
  
  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: 09/23/2025

   
  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:09/18/2025

  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.

  On August 22, 2025, I spoke with an EarthLink sales associate named ********. She offered me a promotional rate of $64/month for higher internet speed. Since I had already paid for the current billing cycle, we agreed she would follow up with me on September 16, 2025, at 11:30 AM CST to proceed with the plan change. That call never happened.After not hearing from her, I reached out via EarthLinks ******** page. A representative named ******** responded but stated she could not find any record of a scheduled call or agreement. This was disappointing and made it seem as if my account of the situation was not *********** addition, I was originally persuaded to upgrade to the highest rate and speed with the assurance that I could return to my original plan if needed. Now, I am being told that may not be possible, which contradicts what I was promised.I find this to be misleading and unprofessional. There appears to be a lack of communication, follow-through, and accountability on EarthLinks part.Desired Resolution:1.Honor the original offer of $64/month for the upgraded speed as discussed.2.If not possible, allow me to return to my original plan and rate without penalty.3.Improve communication and documentation practices to avoid similar issues for future customers.

  

  Business Response

  Date: 09/19/2025

  Date - 09/19/2025
  ******* ******* BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the complaint, the consumer states that in August month she had spoken with a sales associate named ********. The consumer states that she was offered a promotional rate of $64/month for a higher internet speed. The consumer states that since she had already paid for the current billing cycle, she agreed she would follow up with her on September 16, 2025, to proceed with the plan change.  The consumer states, the sales associate did not follow up with her.  The consumer states she reached EarthLink via ******** page and was informed that they could not find any communication it regards to it.  The consumer has mentioned her dissatisfaction with EarthLink in this regard. The consumer in the resolution would like EarthLink to honor the $64/month for upgraded speed.If that is not possible, then she would like to downgrade to her original plan without a penalty. Lastly, she would like EarthLink to improve communication and documentation practices to avoid similar issues for future customers.
  
  
  Upon receiving this issue, we escalated it to the concerned team. We received a response from them stating that they were unable to find any notes or recordings of the consumer and the sales associate.  We sincerely apologize for the inconvenience caused to the consumer in this regard. We would like to inform the consumer that our systems are automated and are designed to record every communication. Unfortunately, due to certain technical issues, there could be a possibility of conversations not being recorded.  As per our record, the consumers current plan since June 2025 was 300 ******* plan for $102.90 per month with taxes.  This plan included the monthly modem fee of $14.95.  
  
  Looking at the situation and in order to bring this matter to a close.  We have decided to waive the modem fee of $14.95.  We do see that there was a communication note made today,where the consumer had agreed to settle by waiving the modem fee.  The consumers bill has been lowered from $102.90 to around $87.95 per month with taxes. The confirmation number for this response is ************. We appreciate the consumers business, and we will continue to serve the consumer.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************
  

• Initial Complaint

  Date:09/18/2025

  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.

  in December of 2023 i started services with EarthLink and me and my husband was on the phone discussing the process and the main thing i asked was is this a contract and the representative from Earthlink said no, and we said OKAY. we have an invoice, and we started with them on December 9th of 2023, we ended our services this month of 2025 and EarthLink is saying we were only with them for a year. my dispute is that I refuse to pay the early termination fee because we were with them more than a year. I always paid my bill on time and i had a few issues with them when I lost internet and they never could figure out why. I just want to settle and end this saying i got to pay a termination fee. I uploaded the document of my invoice and when i started.

  

  Business Response

  Date: 09/19/2025

  09/19/2025
  ***** ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that in December 2023 she started services with EarthLink and had asked if there was a contract and the representative said no. It is mentioned that the service started on 12/09/2023 and ended this month in 2025. The consumer states that she has always paid on time and also had few issues with the internet. The consumer states that she refuses to pay the Early Termination Fee because she has been with EarthLink for more than a year.
  
  On reviewing the account we see that the service was signed up for high speed Internet access. We are sorry for any misunderstanding or misinformation that may have happened at the point of sale. 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 agreement copy is sent to the consumers via email and a copy of the agreement is available to all the consumers online at www.earthlink.net/tcs. The consumer agrees to be bound by the online service agreement by establishing an account and using the service. The service is partnered with ******* and there is a two year contract with an Early Termination Fee of $200. The charge of $200 was rejected and there is an outstanding balance. In an effort to resolve this issue we are making an exception to the standard policy. The Early Termination Fee of $200.00 has been waived. Upon inactivation a return label is sent to the consumers at the registered email address. The consumer needs to fix the return label and send back the device within 30 days of inactivation to avoid non-return hardware fee of $300. The current status of the account is inactive as of 09/04/2025. The confirmation number for this response is 204175536.
  
  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:09/18/2025

  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 woke this am to a 200 charge from Earthlink. Problem is I did not authorize this charge. They claim it was from Breaking a Contract with them. Other problem is Earthlink carries NO SUCH CONTRACT in their own words. So why was money taken from my account? At this point it is considered Fraud.

  

  Business Response

  Date: 09/18/2025

  Date - 09/18/2025
  ****** Tri BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint, the consumer states that she was charged $200 by EarthLink without her authorization. The consumer states that she was informed that it was for breaking the contract with EarthLink.  The consumer states that there is no such contract with EarthLink and wanted to know why she was charged by EarthLink. The consumer is seeking a resolution from EarthLink in this regard.
  
  In regard to the authorization issue, we would like to inform the consumer that HyperLink accounts do not qualify for non-automated payment method. We would like to inform the consumer that the signup is completed once the consumer agrees to update the card on the account.  As per the policy, If the customer provides ********************** with a valid credit or debit card, he/she agrees to maintain valid and current credit or debit card information with EarthLink at all times.  Therefore, the Early Termination fee that was charged on the card was a legitimate charge.  
  
  We would like to educate the consumer that; ***************** comes with a one-year contract with an Early Termination fee of $200 (taxes may be applicable).   As per the EarthLink policy, if the account is canceled within the first year of service at any given location, the consumer is liable to pay the Early Termination Fee.  This term commitment is applicable to all our Hyperlink customers. When the customers connect to the ******************** for the first time,the terms and conditions are accepted by the customers to access the ************************ consumer could also visit our EarthLink website to know the Terms and conditions of the services that they had signed for at **************************************************************************************** the account was inactivated as per the consumers request, the consumer was charged the Early Termination Fee of $200 for breaking the contract.
  
  We do further see that the EarthLink Hyperlink account # ******** was setup under the names of ****** **** and ******. Both customers have placed two ******************** complaints for the same EarthLink account number ********.  However, to bring this matter to a close, as per previous BBB # ********, we have already replied that we have refunded the $93.95 and also the $200 Early Termination fee.  Please allow up to 3 business days for this refund transaction to complete.   We would advise the consumer not to dispute these charges, or the refund would be stopped.  Lastly would like to inform the consumer that, if the modem model number BGW210 or BGW320 is not returned to EarthLink within 30 days, the consumer will be charged a non-return item fee.   The confirmation number for this response would be the same 204172151.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:09/17/2025

  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.

  I canceled my service with EarthLink,llc. They charged me for one month service, they charged me a cancellation fee and charged me for equipment that I returned.

  

  Business Response

  Date: 09/18/2025

  09/18/2025
  ****** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he cancelled the service but he was charged for one month service plus cancellation fee and the equipment fee that he has returned. The consumer is seeking a billing adjustment of $319.88.
  
  On reviewing the account we see that the service was set up for high speed Internet access. We are sorry for any misunderstanding that may have happened and the inconvenience caused. As per the records the account was active in the system and therefore billed. The monthly invoice charge of $73.89 plus conveyance fee of $5.34 and tax in the total amount of $80.54 was rejected in the system due to which the account got inactivated. As per the policy, if the account is inactive within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. When the account gets inactive a return label is sent at the registered email address to get back the device. The device must be returned using the return label to avoid a non return fee of $300. The consumer was charged an Early Termination Fee of $184.40 and non return device fee of $319.88 including tax. The consumer has initiated a chargeback with the bank and disputed the total charge of $184.40 and $319.88. We have been informed that the consumer is a senior citizen and has dropped the device at **** but never got the receipt or the tracking id. Based on the situation, EarthLink has allowed the chargeback of $184.40 and $319.88 to close in favor of the consumer. This means the consumer will get back the total amount of $184.40 and $319.88 from the bank. We are also refunding the monthly charge of $62.95 including tax and fees. The modem fee of $14.95 was already credited in the Early Termination Fee. The refund is sent by check at the address given in the complaint. It will take 4-5 weeks to receive the refund check. The current status of the account is inactive as of 07/16/2025. The confirmation number for this response is 204173428.
  
  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: 09/18/2025

   
  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:09/17/2025

  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.

  When we originally signed up for Earthlink it went very well. Representative was nice and signed us right up. Install is where the downfall went. There were issues with getting the box to work. Was told everything was good to go and not 24 hours later no internet. Had to get another tech out. This new tech took 4.5 hours trying to run new lines, calling support and the internet would not work. They said there was an issue on the back end. It would be 48 hours. We asked to cancel and was told it would cost us 200 per the contract we agreed to. Only thing is we did not agree to a contract. We did not know Earthlink was a contract company, and they are not. For a month we have been going back and forth on why can we not see our **** for next month? They do not show it. They just take money out. We have been told over and over you signed the contract-wrong. Because as the latest email we have received is Earthlink does not actually have a contract that they use. So sick of the lies from this company. I want a refund for my setup. I want to cancel their service without a 200 fake contract charge. And I want any charges they take out of my account as of right now my **** says 0.00 due

  

  Business Response

  Date: 09/18/2025

  Date - 09/18/2025
  ****** **** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint, the consumer states she signed up with Earthlink for internet service.  The consumer states that she was facing technical issues for a month.  So, decided to cancel the service.  The consumer states that she was informed, there would be a charge of $200, as this service had a contract. The consumer states that they were not made aware of the contract at the time of signup.  Therefore,she would like to cancel the service without a cancellation fee.  The consumer has also requested EarthLink to refund $93.95 that was charged to her. The consumer is seeking a resolution from EarthLink in this regard.
  
  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.  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. The ***************** comes with a one-year contract with an Early Termination fee of $200 (taxes may be applicable).   As per the EarthLink policy, if the account is canceled within the first year of service at any given location, the consumer is liable to pay the Early Termination Fee.  This term commitment is applicable to all our Hyperlink customers.  The account has been inactivated as per the consumers request. The consumer was charged the Early Termination Fee of $200. It takes 7 to 10 days for the line to be released from the date of inactivation of the account.   
  
  However, to bring this matter to a close, as per the customers request, we have refunded the $93.95 and also the $200 Early Termination fee.  Please allow up to 3 business days for this refund transaction to complete.  We would advise the consumer not to dispute these charges, or the refund would be stopped.  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 of ***** or *** outlets.  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 will be charged a non-return item fee.  The confirmation number for this response is 204172151.
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:09/16/2025

  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.

  Earthlink added services to my account without my knowledge. I had my account on autopay and unfortunately did not notice the additional charges until today. My first invoice from Earthlink did not include the addon services and I set up autopay when paying that first invoice. Beginning with the second invoice Earthlink EasyTech and Earthlink Protect+ were both added to my account (each being $9.95/month) without my knowledge and without my authorization. Today, which is a year later, I realized they added these charges to my bill because I had to update my credit card information and I noticed the unauthorized charges while on the account portal. I immediately cancelled the services through the portal then called Earthlink for a refund. Earthlink stated that their policy only allows 30 days to dispute charges so there was nothing they could do. When I asked to speak with a manager I was told there were no managers available today. I told them I needed to speak with someone that could resolve this today or I would respond to their refusal by filing a BBB complaint. They again stated there was nothing they could do.

  

  Business Response

  Date: 09/17/2025

  09/17/2025
  ****** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that the service of EarthLink Easy Tech and EarthLink Protect+ were added to the account without his knowledge. It is mentioned that he realized the charge after he updated the credit card information. The consumer states that he cancelled the services through the portal and called EarthLink for a refund and resolve the issue. The consumer is seeking a refund of $238.80.
  
  We apologize for any miscommunication or misunderstanding that may have happened at the time of sign up. On reviewing the account we see that the service is active for high speed Internet access. The service is added only after consent. The value added services have a 30 days trial period. After the trial period ends, the charges are automatically invoiced on the bill cycle date. Cancellations must be made before the billing date to prevent charges. The charges are subscription based. EarthLink does not track usage and there is no way of knowing that the service was not used. The value added services were active and therefore billed. It is the responsibility of the consumer to dispute the charges in a timely manner. As per the 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. In an effort to resolve this issue, we are making an exception to the standard policy. As customer appreciation we are providing a credit of $20 for six months. The credit will be adjusted with the invoices that will be generated from 10/15/2025 to 03/15/2025. The service of Easy Tech and EarthLink Protect are inactive as of 09/16/2025. 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 204171222.
  
  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: 09/17/2025

   
  Complaint: 23893349
  
  I am rejecting this response because: I never authorized these services to be added to my account. My first invoice clearly shows I did not include them in my initial order and I never authorized them to be added at any later date. If Earthlink wants to stand by their claim that I ordered the services, let them show the proof of that order. That proof doesn't exist because I never ordered these services.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/19/2025

  09/19/2025
  ****** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that he is rejecting the response because he never authorized the services to be added to the account. It is mentioned that the first invoice shows that it was not included in the initial order and it was never added at a later date. The consumer states that if EarthLink claims that he ordered the service then he would like to see the proof of the order.
  
  In the previous response it was stated that the service is set up for high speed Internet access and the services are added only after consent. The value added services have a 30 day free trial and therefore it did not show in the first invoice. After the trial period ends, the charges are automatically invoiced. Cancellations must be made before the billing date to avoid charges. EarthLink is a subscription based company and not usage based. EarthLink does not track usage and there is no way of knowing that the service was not used. As per the 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. The sales order process is online and there is no paper documentation.
  
  While the EarthLink Internet Service Agreement is very clear that the consumers have 30 days to dispute any charge before we consider it valid, we also recognize that mistakes can be made. To help avoid problems with charges we submit our name and telephone number to financial institutions for inclusion on the bill next to the line item of the charge. It is not an unreasonable expectation that each consumer will check their finances for any disputable charge in a timely manner. Every business has the right to at some point to determine that, lacking any dispute, a charge is valid and to close its books on a transaction.
  
  The services of Easy Tech and EarthLink Protectare inactive as of 09/16/2025. The consumer was offered a credit of $20 for six months. We are providing an additional credit of $10 for twelve months. The credits will start from 10/15/2025. We would like to thank the consumer for being a loyal subscriber. The confirmation number for this response is *********.
  
  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: 09/19/2025

   
  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:09/12/2025

  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.

  Attempted to cancel billing from Earthlink for my 90 year old Uncle in June 2025 who does not use the internet nor does he have a computer. I conveyed this information clearly and this company continued to withdraw a service fee from his account. They will not cancel the account. He has dementia and I serve as his POA. Now they are sending additional charges. He does not utilize the service and they have taken advantage of him.

  

  Business Response

  Date: 09/15/2025

  Date: - 09/15/2025
  ***** ********** - BBB # ********
  EarthLink Acct # *******
  Acct status: Inactive
  
  
  In the complaint, the consumer states that, in June of 2025, she attempted to cancel the billing from Earthlink for her 90 years old uncle, who has dementia. The consumer states that her uncle does not use the internet and nor does he have a computer. The consumer states that she had informed EarthLink about it,but their billing did not stop.  The consumer states that she serves as her uncles POA. In the final resolution, the consumer would like EarthLink to cancel the service and stop billing.
  
  We are sorry to know about our customers medical condition.  The account is inactivated.  As a courtesy the outstanding balance mentioned in the BBB complaint for $73.47 has been waived. The confirmation number for this response is 204167726.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************