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

  5 Wall St Burlington, MA 01803

• 

  One Communication

  7150 Windsor Dr Ste 4 Suite 4 Allentown, PA 18106-9328

• 

  EarthLink Business Solutions

  7037 Old Madison Pike Ste 400 Huntsville, AL 35806-2107

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

• Initial Complaint

  Date:08/02/2023

  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 purchased wifi because I could no longer get Frontier in my area. I have been charged over 200 dollars this far. Hasnt been a month yet I ordered on July 27. Ive received three charges. I have been calling to cancel subscription for two hours I have been on hold. The service is garbage always unstable. Ive placed in every window in apartment and still no one answers any extension. You cant even email them.

  

  Business Response

  Date: 08/03/2023

  08/03/2023
  ***************************-BBB #********
  EarthLink Acct #********
  Acct status:Inactive
  
  The consumer states that she purchased wifi because she could no longer get Frontier in her area. She states that she has been charged over $200 and hasn't been a month yet. The consumer states that she ordered on July 27th and has received three charges. The consumer states she has been calling to cancel and has been on hold for two hours. The consumer is seeking a billing adjustment.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for the hold time while calling to cancel the subscription. Our team tried to contact the consumer but there was no answer. As requested the account has been cancelled and a refund of the processing and handling fee in the amount of $79.95 and $75.85 has been made. Please allow 2-3 business days for the refund process to complete. The account is inactive. A return label has been sent to the registered email address. The consumer needs to return the router within 30 days to avoid unreturned hardware fee of $200. 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 SDP 552826.
  
  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:08/01/2023

  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 issue is that it is so hard to get a hold of customer service? I spent over 30 min trying to get a hold of someone, but no answer. Their chat is not set up for assistance either, and the app and website wont allow me to make changes to my account. For the amount of money being spent it is frustrating to have to wait over a few hours to get some assistance.

  

  Business Response

  Date: 08/04/2023

  Date:- 08-04-2023
  Pat.K BBB Consumer Complaint # ******** 
  EarthLink Account # ******** 
  Acct status: Active
  
  In the complaint, the consumer has mentioned his dissatisfaction with EarthLink as he is not able to get a hold of customer service.  The consumer states that he is having issues while trying to make changes to his account via the app or website.  The consumer in his resolution would like someone from EarthLink to contact him to resolve his issue.
  
  We apologize for the inconvenience caused to the consumer. EarthLink takes feedback like this quite seriously and we will address the customers issue. We will 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 services. On reviewing the account we see that the consumer has signed up for Wireless Home Internet service. We have accordingly escalated the consumers issue to the Wireless Home Internet department. For two days our concerned department contacted the consumer however the consumer was not at home to perform the technical steps. Finally, they got the consumer and took the necessary information which was required to help the consumer set up the connection.The concerned department has accordingly updated the necessary login details on our system and they informed the consumer that he could use the internet on Monday, August 7, 2023. They also assured that they would be contacting the consumer to check if he is connected successfully to the internet,
  
  In case the consumers issue is not resolved they could wait for the callback or they could reach our Wireless Home Internet department at ************* between 9 am to 8 pm. Eastern, 7 days a week.  Once again we would like to apologize for the inconvenience caused to the consumer in this regard.  The confirmation number for this response is SDP 552587.
  
  
  Respectfully
  ******
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/31/2023

  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.

  Signed up for wireless via sales team ******************* #****. He could not get any email to me, stated it was not working, but took credit card info anyhow, and proceeded to set up services. Once I rec'd the package/equipment, rec'd a text which clearly showed the WRONG email. I have called the customer service number multiple times that day, and every day for 5 days in a row, with NO answer, no matter what time of day, to correct my email so I can activate services and change my billing card etc. I called sales team back 3 times, explaining all of this and explaining I cannot reach billing or IT or anyone. they said they would call me back. Nothing.I even reached out via text to the auto number that keeps texting me, and I call ************ and tried with no one ever picking up no matter what choice I make or when I call. Just plays music for 20 minutes or more. I also texted ************ to try to resolve things. That does not work either. I want to cancel this service immediately, and equipment was refused and returned unopened. I cannot do business with some place that has no working service in billing, IT or anything. Please refund my card IMMEDIATELY and do NOT activate my service ! My email you have is erroneous and I do NOT authorize a company to continue with this error! ************************* , and refund asap please.

  

  Business Response

  Date: 08/01/2023

  08/01/2023
  ***********************-BBB #********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that they signed up for wireless internet. The sales representative could not get the email but took credit card info and processed the sale. After receiving the package/equipment the text showed wrong email. It is stated that they called several times but there was no answer to correct the email so that they can activate the service and change the billing card etc. The consumer then contacted Sales team and they said they would call back but nothing. The customer wants to cancel the service immediately. The equipment was refused and returned unopened. The consumer wants refund and does not want to activate the service.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for the negative impact and any miscommunication that *** have happened at the point of sale. We also apologize for the hold time and the errors with the email address. As requested the account has been cancelled and a refund of the processing and handling fee in the amount of $79.95 has been made. Please allow 2-3 business days for the refund process to complete. The account is inactive as of 08/01/2023. The router has been marked as returned and completed. 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 current status of the account is inactive and there will be no further billing. The confirmation number for this response is SDP 552398.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  *************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 08/01/2023

   
  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.

  I thank you all and thank ******************* kindly for the prompt attention to this matter.

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

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/21/2023 I was promised an installation for 7/31/2023 when no one showed up I called the company and was provided with no answers at all. They took my money and did not show up and all they did was offer a 20 dollar credit to my account in which I did not agree to. Still no internet or answers and they did not give me a full refund.

  

  Business Response

  Date: 08/02/2023

  Date:- 08-03-2023
  ************************* BBB Consumer Complaint # ********
  EarthLink Account # ********
  Acct status: Active
  
  In the complaint, the consumer states that the installation date was set up for August 31, 2023, and no one showed up. The consumer stated that she contacted EarthLink to know the reason and was provided with no answer. The consumer states that she was offered a partial credit of $20 but she is looking for a full credit. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconvenience caused to the consumer.  We accordingly escalated the issue to our concerned team.  They have reverted back stating that the reason for the cancelation of installation was that the consumer was only eligible for a speed of up to 3 Mb and that is the *** that we could provide. The consumer was contacted later, and she agreed to install this speed.  Accordingly, as per the consumers request we had escalated this to our vendor backend team and the best earliest time that we could reschedule the installation was for August 4,2023, between 8 am to 5 pm.  Once the installation is completed as a courtesy, we will offer a full free month to the customer.  The confirmation number for the free month would be 202279296.
  
  Lastly,in case the consumer is not comfortable with the date and time she could reach our installation department at *************. The hours of operation are Monday to Friday 10 am to 6 pm EST.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by a male rep that in order to keep my new internet business that he would have an installer come out after 5 and my bill for 6 months would by $45. I decided not to accept the offer. Afterwords, I decided to accept the offer and called back. I got an ignorant, unprofessional woman named ******** who was extremely rude and SARCASTIC with me, telling me NOBODY told me that and while they could hook me up with internet, it would be between 8-5. When I told her what the previous gentleman told me she told me to take a "sick day off work and stay home" to get the internet.As a Doctor, I can't do that. It's nice she can lie to her employer (Earthlink) to do her errands. In my profession, I cannot. Besides, I was told by an Earthlink employee they would, for me, install after 5. Now I'm told it won't happen and I'm spoken to as if I'm dirt by an employee. What a TERRIBLE "customer service".

  

  Business Response

  Date: 07/28/2023

  07/28/2023
  *************************-BBB #********
  EarthLink Acct #********
  Acct status:Inactive
  
  The consumer states that she was told that the installer would come after **** pm and the bill for 6 months would be $45. The consumer decided to accept the offer and called back and got another representative who was rude and said nobody said that and the installation would be between 8-5. It is further stated that she was told to take a sick off and stay home to get the internet. The consumer states that as a Doctor she cannot do that. The consumer has expressed dissatisfaction with customer service.
  
  We apologize for the negative impact and any miscommunication that *** have happened at the point of sale. EarthLink makes all reasonable efforts to provide high quality service with award winning support. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. This type of service requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The installation is scheduled in the time frame as defined in the system. It also depends on the technical availability. We are sorry to know that the consumer cancelled the service. The current status of the account is inactive. The installation fee of $39.95 has been refunded. The refund will reflect in the credit card statement in up to three days. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our services. The confirmation number for this response is 202270687.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  *************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:07/27/2023

  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.

  07/27/2023 **************** is unreachable. I was originally offered a deal through **** energy, agent made it seem like it was mandatory to be packaged with the utility services. I agreed, but proceeded to ask for a refund on 07/26/2023. **************** hours are ******* EST, I called from 4-6 PM EST before giving up after not being able to reach the "cancellation team." I tried again on 07/27/2023 at 3:30 PM EST and had no response from the cancellation team. Being unable to cancel my product is unacceptable - I would like a refund on the initial cost of the EarthLink wireless device and no further charges to be made to my account.The wireless device is unused, and I have not started using the data plan.

  

  Business Response

  Date: 07/28/2023

  Date:- 07-28-2023
  *************** BBB Consumer Complaint # ******** 
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, the consumer states that she was offered a deal through ************ and it was offered to her like it was mandatory to be packaged with the utility services.  The consumer states that she agreed to sign up but later decided to cancel the service. The consumer states that she had called up EarthLink to cancel her services however could not reach anyone to get it canceled. The consumer has therefore requested EarthLink to cancel her account and also has requested a refund of the initial charge she had paid to EarthLink.The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the inconvenience caused to the consumer. We would like to assure all our consumers that EarthLink always strives for a better customer experience. We are sorry to know that the consumer decided to cancel her services. We do see that the consumer had contacted EarthLink and so as per her request, we canceled the account as of July 27, 2023. An email would be sent to the consumers contact email address which has the link for the Return Label.  We would like to inform the consumer that she will have 30 days to return their router. If she fails to do so, the consumer would be billed a Non-Return Hardware fee of $200. The consumer also has the option to mail the router back by herself to EarthLink by post at this EarthLink Mail address.  EarthLink Consumer Returns C/O *************, Attn: EarthLink Consumer Returns, ******************************************************************** The consumer can contact EarthLink at ************* (9 am to 10 pm ET 7 days a week) and provide us with the tracking number.
  
  Lastly in regard to the refund request against the initial payment made to EarthLink.  As per EarthLink Wireless Home Internet policy, the processing & handling fee is not refundable.  We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale and so therefore this amount is not refundable. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation for this response is SDP # ******.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/27/2023

  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.

  Date: 7/24 Before i even received this service they charges me $140 I called multiple times for tech support and when they did answer the phone they told me i don't have an account yet. I was on hold + on the phone with these people close to six times with no resolution. I spoke with a "supervisor" named **** who told me that they will never give me a refund because of "policy" But there internet does not work. Their service did not work. Their customer service did not work.

  

  Business Response

  Date: 07/28/2023

  07/28/2023
  Sylver Layer-BBB # ********
  EarthLink Acct # None
  
  The consumer states that on 07/24/2023 the account was charged $140 even before receiving the service. It is stated that they called multiple times for tech support and when it was answered they were told that they dont have an account yet. It is further stated that they were on hold on the phone close to six times with no resolution. The consumer spoke with the supervisor who said that they will never give a refund because of the policy. The consumer states that the internet does not work. In the desired resolution the consumer is seeking a refund.
  
  We apologize for any inconvenience caused.  We regret to inform that there is not enough information provided in the complaint to adequately locate the account. Moreover, we are unable to find an address that cross-references with the name.
  
  If you would like to further pursue this matter, EarthLink would need to be provided with more account specific information. Ideally we would require any, if not all, of the following:
  a. The EarthLink email address listed on the account
  b. EarthLink 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. I will be happy to address the complaint once I am able to locate the specific account. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced. The confirmation number for this response is SDP 551708.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:07/23/2023

  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.

  A major service interruption occurs at least once a year. This time, I had the internet connection around 3:00, but when I went back to my place, there was none. I reported to the company, which transferred to me at least twice, and was put on hold twice. And after 18 min. of my precious time, the sale rep told me that there seemed some issue, which of course I knew. He tried to put me on hold on more time, so I asked how long it would take to fix. He told me 48 hrs. This is almost after 48 hrs, and I had not seen a single person working in my area doing anything. I also asked to be informed by either phone call or email, and again, absolutely there has no contact whatsoever. And I asked for a refund, the sale rep vaguely declined to do so. And at this point, there has not been any apology or anything. If they think we should just shut our mouths and put up with this nonsense, they are very wrong.

  

  Business Response

  Date: 07/24/2023

  07/24/2023
  *******************************-BBB # ********
  EarthLink Acct #********
  Acct status:Inactive
  
  The consumer states that a major service interruption occurs at least once a year. It is stated that he had internet connection around **** but when he went back it was not there. He reported to the Company who transferred him twice and put on hold twice. The consumer was informed that there seems to be some issue which would take **************************************************************************** his area doing anything. The consumer states that he asked for a refund and the rep declined. It is mentioned that there has been no apology or anything. In the desired resolution the consumer is seeking a refund.
  
  On reviewing the account we see that the service is set up for high speed HyperLink internet access. We sincerely apologize for any inconvenience that *** have been caused.We see that the connection issue is caused due to an outage in the area. Outages are sudden disruptions in the service. EarthLink makes all reasonable efforts to provide high quality service with award winning support but the complex nature of the internet service depends on various factors like infrastructure, wiring etc. some of which are beyond EarthLinks control. Such unplanned sudden outages do not have an estimated time of repair. Our technicians are aware of this and are working diligently to resolve it as soon as possible. As customer appreciation we are processing a credit of one month charge in the total amount of $67.32. This charge would be adjusted in the next invoice that would be generated on 08/04/2023. The current status of the account is active. The confirmation number for this response is 202257561.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  *************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20364375
  
  I am rejecting this response because:

  I was not asking for a refund for the full month. I talked to a sale rep who was not quite attentive again. She informed me that the issue has not been solved. But as I have mentioned earlier, I have not seen a single person in my area. This is almost 72 hrs, and NOBODY from Earthlink has contacted me. This is more of a serious issue.

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

  

  Business Response

  Date: 07/26/2023

  07/26/2023
  *******************************-BBB # ********
  EarthLink Acct #********
  Acct status: Active
  
  The consumer states that he is not asking for a full month refund. He talked to a sales rep who was not attentive. It is informed that the issue is not resolved and has not seen a single person in the area and nobody from EarthLink has contacted him.
  
  In the previous response it was stated that there is an outage in the area which are sudden disruptions in the service. The service depends on various factors like infrastructure, wiring etc some of which are beyond the control of EarthLink. These unplanned outages do no have an estimate time of repair. As it is a known issue the technicians are working on it to resolve it at the earliest. We would like to mention that it is an outage and not a single customer affecting issue. It is being worked at the central office and not necessarily at the consumers location. Our technical team has been trying to contact the consumer but it is sent to voicemail. The consumer has spoken with our Executive team and a refund of six months in the amount of $471.22 has been applied. Because of the refund the credit of $67.32 for August 2023 invoice as mentioned in the previous response has been nullified. The current status of the account is active. HyperLink accounts do not qualify for non-automated payments. As per the EarthLink Terms and Conditions, a valid credit card must be maintained on the account for future payments. Please refer to the Terms and Conditions available at www.earthlink.net/tcs. The confirmation number for this response is *********.
  
  Please accept our apologies for any inconvenience caused to the consumer.
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20364375
  
  I am rejecting this response because:

  Where did I request refunds for six months? Whatever the days I am affected, that's sufficient. Doing something else other than what the customer is requesting just wanting to be the right one is, well wrong.

  Yes, customer reps did call me *ONLY AFTER*, I repeat, *ONLY AFTER* I filed a complaint with BBB. Here's another bad thing, and hope Earthlink learns something.

  As for the inattentive sales rep, I asked her about how to cancel, I was asking when was the last day to cancel, and she almost proceeded to connect to the service cancelation department *EVEN IF I REPEATEDLY*, I repeat *EVEN IF I REPEATEDLY* told her I would make a decision by myself. I am out of country right now, and did not have this kind of nonsense before the trip and that was one reason I needed to know by when the internet would be back, and when I should cancel the service. I had a lot to prepare using internet before my absence, and needless to say, I am not amused.

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

• Initial Complaint

  Date:07/23/2023

  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 tricked me into their service. My apartment is not compatible with EarthLink. I called back to cancel but none of the phone numbers or transfers helped. I held on the line for 20 minutes at a time. Ridiculous. They have taken $160 from me and I dont want their service. I have to have spectrum. I cannot choose. They tricked me through the Updater. I hate EarthLink. Please cancel it!!!

  

  Business Response

  Date: 07/24/2023

  Date:- 07-24-2023
  ************************* BBB Consumer Complaint # ******** 
  Wireless Home Internet account # ************
  Acct status: Inactive
  
  In the complaint, the consumer mentioned her dissatisfaction with EarthLink, as her apartment was not compatible with EarthLink. The consumer states that she had called up EarthLink to cancel her services however could not reach anyone to get it canceled.  The consumer has therefore requested EarthLink to cancel her account and also has requested a refund of whatever charges she had paid to EarthLink. The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We sincerely apologize for the inconvenience caused to the consumer. We would like to assure all our consumers that EarthLink always strives for a better customer experience. We are sorry to know that the consumer did not get the desired connection.   The consumer in the complaint has requested EarthLink to cancel her services and so as per her request, we have canceled the account. The consumers account has been canceled as of July 24, 2023, and the refund for all the charges would be done once the router is returned back to EarthLink.  In regard to returning the router back, an email would be sent to the consumers contact email address which has the link for the Return Label.  We would like to inform the consumer that she will have 30 days to return their router. If she fails to do so, the consumer would be billed a Non-Return Hardware fee of $200. The consumer also has the option to mail the router back by herself to EarthLink by post at this EarthLink Mail address.   EarthLink Consumer Returns C/O *************, Attn: EarthLink Consumer Returns, *****************************************************************  The consumer can contact EarthLink at ************* (9 am to 10 pm ET 7 days a week) and provide us with the tracking number. Once the router is returned back to EarthLink, the consumer could call back and get the refund.
  
  Lastly,we would request the consumer not to dispute any bills paid to us, as there would be issues in refunding the amount back to the consumer.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation for this response is SDP # ******.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/19/2023

  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.

  Earthlink are a bunch of liars! When they solicited me for my business in November of 2022 I specifically asked them if they were using another carrier's network and they responded that they were using their own fiber optic lines. I signed up for a 500Mbps upload and download service but have NEVER gotten that speed. At best I'm getting 180Mbps. I called tech support and they sent out a technician who showed in a ******** Communications uniform. ******** is the company I had cancelled my service with before signing on with Earthlink because I was never getting anywhere near the speeds I was paying for. And here I am stuck with them again but this time through a proxy. I called Earthlink and demanded a partial refund since I'm not getting even half of the speed I'm paying for and they denied any refund at all or any other kind of compensation.

  

  Business Response

  Date: 07/21/2023

   07/21/2023
  *****************************-BBB # ********
  EarthLink Acct #********
  Acct status: Active
  
  The consumer states that while signing for the service he asked if EarthLink is using another network and was told that they are using their own fiber optic lines. The consumer states that he is using 500 mbps but never got that speed he is paying for. The best he gets is 180 mbps. It is further stated that he called tech support and a Frontier technician showed up. The consumer states that he called EarthLink and demanded a partial refund but it was denied.
  
  We would like to apologize for any misunderstanding that *** have occurred and for any inconvenience caused. On reviewing the account we see that the service is set up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. EarthLink utilizes the vendor infrastructure but the technical support and billing is provided by EarthLink. EarthLink makes all reasonable efforts to provide high quality service with award winning support. As per the records there were 20 devices connected. The speed is shared between the devices and depends on the number of devices connected. As this was a technical issue it was escalated to the higher level support. Our technical team has contacted the consumer. A ************* has been scheduled for 07/21/2023 between 1-5. A credit of one month charge in the amount of $67.62 has been processed. The confirmation number for this response is 202248513.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  *************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/22/2023

  Earthlink used the excuse of me having *********************************************************************************************************************************** with a 500 Mbps up and gown connection. 
  what they seem to omit from the record Id the speed tests that I am running are directly from my EERO router which is connected directly to their modem and is reading the speed of the connection before any of my ***************************************************** via Ethernet. 
  Yesterday a Frontier technician came out to tweak the system and ran some speed tests to show that the speed was back up to 450Mbps which is not far from the 500 Im paying for. I will continue monitoring the system doing daily speed tests and taking date stamped screenshoots for the record. If the speed goes down again as has happened a few days after the technicians visit the last 2 times I will come back to this complaint to post the screenshots 

  

  Business Response

  Date: 07/25/2023

  07/25/2023
  *****************************-BBB # ********
  EarthLink Acct #********
  Acct status: Active
  
  In the additional comment from the consumer it is stated that he has 20 devices connected and that is why he contracted for 500 mbps connection. It is mentioned that the speed test is directly taken from the modem before any of the 20 devices are connected. The consumer states that the Frontier technician came and tweaked the system and ran the speed test to show 450 mbps which is near to 500 mbps he is paying for. It is stated that he will continue to monitor the system and speed and take screenshots for the records and report.
  
  We sincerely apologize for the speed issues the consumer experienced. EarthLink is there when there is a technical problem or to just answer the questions. In the previous response it was mentioned that since this was a technical issue, it was escalated to the higher level support. Our technical team has contacted the consumer and a ************* was scheduled for 07/21/2023 between 1-5. A credit of one month charge in the amount of $67.62 has been processed. If the consumer continues to experience speed issues then he can directly contact our level 3 technical support on ************ M-F 9a-6p ET. The pin number for the month of July is **** and August is ****.
  
  EarthLink apologizes for any and all inconvenience the consumer may have experienced. The confirmation number for this response is 202259552.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************