Customer ReviewsforEarthlink, LLC

I was moving, they did not offer **** at my new place, barely 7 minutes down the road from the last place I lived and I was trying to find an Internet provider and the only one I found available was EarthLink. I ordered it, it was $79.95 to get it, it came to the old place just before we moved and I got it set up, the day I moved in here because it was Sunday, I work from home so I needed it first thing the next day. It cost another 56 something for the first month of usage. I wanted to relax after moving all day and watch TV. so I got it set up pretty easily and I watched some TV that night. My phone and TV said waiting And now and then kept saying hold on, blah blah. So I could tell it was slow already. I got on to work easily enough on Monday morning. But everything was a little on the slow side. Everything kept spinning. We dont have meetings on Mondays, in general so no biggie but we had one on Tuesday and I didnt hear everything, couldnt really tell who was who in the meeting and then I the meeting where there was just two of us, was okay, he kept freezing up on me but that was on t end of course. So I ordered some Internet that night and it came Thursday night. So had to use EarthLink until then. So I got it set up and called EarthLink after work. I am getting a total of $28 freaking dollars back for Sunday through Thursdays usage!!!!! A whole TWENTY-EIGHT dollars!! I cannot get over how much money they are keeping!!! AVOID EARTHLINK IF YOU CAN!!! They **** and the money sounds okay but they will **** you dry if you decide it is not right for you. Thats way too much money for me to not be able to do a **** thing on their SO CALLED INTERNET!!! Avoid avoid avoid EARTHLINK

Hello **********************, 
I am sorry ********************** experienced slower internet speeds than expected, which caused issues when she was in a meeting. There are many mitigating factors that are outside of EarthLink's control. Such as, weather, infrastructure, degraded lines, and faulty/damaged equipment. The speeds are up to because of these factors that are out of our control. I apologize again we missed the **** when it came to the internet speed that ********************** needed. I have issued her a full refund for the service charge she paid at the time of activation. This refund will take three business days to reflect to the card on file.  
Thank You, 
********  
ER Specialist II  

I think they are good at Scamming people on a Fixed income. I told them the very next day that it needs to be cancelled, The girl that answered I asked her for a Supervisor because I knew she couldn't help me. She must have hit the wrong button and hung up on me. And I had waited for 42 mins. before she answered then get hung up on.. I don't understand how a Business can do that to their Customers. When I finally got an agent on the phone, he said they cannot Re--emburse me .. He said didn't they explain that to you, I said No, Or I wouldn't have given them any money. Knowing I wouldn't get anything back. But They did not tell me that. They did say I could Cancel the service which I've been trying to do since the second day. But, To No Avail.. No One answers the phone. I think they do it on Purpose so they can get the money... I want my Money Back I paid the first $ ***** then another $54.95 So After all the waiting I think they should REFUND ME ASAP... And I will let my Friends on the ************ not to get *************

Hello ************, 
I am sorry ************ feels she was scammed; we would not try and scam our customers. At the time of the sale, the agents advised that the shipping and handling costs are nonrefundable, and they will not process the sale without the customers understanding and approval. Since ************ tried to cancel, I have issued a refund which will take 3 business days to reflect on the card she used at the time of the sale. Please make sure the modem is returned within 30 days or there is a charge of $400.00 for not returning the modem. Again, I do apologize ************ who felt we scammed her, but we have policies that are set in place, and we do educate our customers prior to them authorizing the sale.  
Thank You, 
********  
ER Specialist II  

Terrible customer service, Id been a customer for 3 years never had a problem paying even with the rate increases. My card had been compromised got a texted on 5/24 the payment didnt go thru made payment immediately, then card got compromised again no texted letting me know for July payment just shut service off now they want to charge all kinds of fees installation, new customer and a contract. This is not a way of treating a loyal customer.

**************, 
I apologize that there have been issues with **************' card, and the payment did not go through. However, when it comes to the payment method on file, we will charge the card on file, and we usually send text and even emails that the payment is due. There is a process that the account will go through after the 11th day the service is suspended and then the 17th day after the payment is due there is a full disconnect which cannot be reversed. Per our terms and conditions that can be found at ****************************************************************************;  ************** would have agreed to these before we would process the sale. We are happy to work with ************** if she would like to get service with us again. All she will have to do is let them know she needs to speak to someone in the Executive ********************* Again, I am sorry for the upset that ************** has had to go through with her account, but we are here to help with her frustrations.  
Thank You, 
*************;
ER Specialist II  

Speeds and price were not what I was quoted. I was told service would be $44.00/month. They didn't mention equipment would be an additional $15.00. When I ordered service I said I didn't do gaming, but needed internet and streaming. I was told no problem. Used equipment for less than an hour. Speeds weren't even what I get from a jet pack. I couldn't even stream a movie. It took several calls to get in contact with customer service to cancel. I was emailed a shipping label and told I would get a full refund. They refunded the monthly service charge. They will not refund the equipment, even though they have received it . I was still charged $79.00 for use of their equipment. Ridiculous. Don't fall for this scam.

Hello *****************, 
I am sorry the wireless internet **************** purchased through us was not efficient for her internet needs. I have issued a refund for the modem of $79.95; please allow 3 business days to reflect to the card on file. Again, I am sorry the internet speeds were not efficient for ******************' internet needs.  
Thank You 
********  
ER Specialist II  

I ordered my earthlink equipment on 7/2/24 at 300mbps but I had changed my mind the next day (7/3/24) because it wasnt suitable for my family of five. So i called in prior to that day to cancel my internet and get my refund. The customer service lady told me I would get my full refund and that it would arrive 3-6 business days. So a couple days past and got an email saying the equipment had shipped so I called in to tell them hey why was the equipment shipped when I had cancelled it and the representative said that not to worry our team has cancelled the shipment. So next following day later I checked my bank to see my refund and come to find out I only got half of my refund so I called in to see why was that the case. The gentleman on the phone said because they had shipped and created the label that it cost money so they took it from my account. Now in no way was this communicated to me in the very beginning and I had repeatedly told the representative is not my fault and that this shouldve been communicated to me in the first place and not given misdirection. The gentleman said he couldnt do anything for me and at this point I was frustrated. I hope anyone who reads this understands and sees what kinda company earthlink is. As for earthlink teach your employees how to communicate seeing as you are ranked number one in my city I didnt expect this.

Hello ****************, 
I do apologize **************** ordered our wireless internet yet he never received the modem. Then, when he called to get a refund, he was told one thing but that was not honored. The last agent he spoke to only gave him a partial refund, which he should have given **************** the full refund, so I have issued the remaining $40.00. Please allow 3 business days for the $40.00 to reflect on the card on file. Again, I am sorry that **************** did not receive the modem and then he had issues with the refund when he called in to our customer service department.  
Thank You 
********  
ER Specialist II  

Horrible my internet goes every 2 or 3 months for 2 to 3 weeks at a time. It takes at least 4 visits to get in working again and they want me to take off work each time! Will be glad when I can switch providers

Hello ****************,  
I am sorry that **************** has had multiple issues with her EarthLink email. I looked over her account, and I did see the many problems she has been having. I called **************** to let her know that I have taken care of her account on my side, but unfortunately with the Vendor outage at this time there is nothing else I can do on my side. Again, we apologize that **************** has been having issues constantly with her internet service. 
Thank You, 
*************;
ER Specialist II  

This company told me that I was getting WiFi that would work in my area and it did not work at all Im very displeased because I paid 176 dollar for WiFi I didnt use a full 24 hour because it kept buffing I move it to different rooms in my home and received the same outcome On there website it states if a person is displeased with the service you could get a refund up to 200 dollars I only had the service for 1 day And was on refunded 76 dollars this company is a total rip off and I advise you to never get anything from this company Im very disappointed.

Hello ******************, 
I am sorry Ms. ******** wireless internet would only buffer and therefore was not the best option for her internet needs. I am not sure where ****************** saw that if someone was displeased with the service, they could get a refund of up to $200.00. The only thing our website ********************************* states about $200.00 is the **** or if they qualify for the gift card, they get up to $200.00. I will refund the initial charge ****************** paid to activate her internet, so she will need to allow 7 business days for the refund to d to reflect to the card on file. Again, I apologize that our wireless internet service was not the best option for Ms. ******** internet needs.  

Thank You, 
*************;
ER Specialist II  

EarthLink is not customer service friendly. They will not work with their customers to try a resolve an issue and if you get behind on 1 payment they cancel your service and when the customer has an issue do to ********************** causing the problem. Like me., I was a brand new customer of only about a week or so and I lost service do to an issue with EarthLink. They had to send me a new router once they figured out what had happened which took time . I was without internet service for a few weeks close to a month and they did not even give me any compensation for the issue and the time I was without as a new customer. Horrible company

I did all my research to determine the best provider for the rural area I live in and during the process, the choice was clear with Earthlink by the information provided during the sales call. However, the information during the call was completely misleading. Once I received the device and discovered I had no internet connection, it took a customer support person 3 minutes to tell me they did not have service in my area. This is after I paid them over $200 for the device and the first month of service. I also had to package it up and take it to a *** store or they would charge my credit card a $400 fee. Lots of wasted time! The decision has kept me from having internet for over two weeks. Waiting for them to ship it and then had to order through another provider, which was Starlink and I could not be happier with their technology and customer service.

Hello ******************, 
I do apologize that even though it showed we were the best internet option at Mr. ******** address, it turns out that we are not able to service his address. I understand that this is frustrating and then he had to call us three times to find out that we do not offer service for his address. We do require the modem to be returned and we send a return label and no cost to the customer so that they are not charged ****** for not returning the modem.  
I have located Mr. ******** account and we have refunded him all the money that he paid, which takes three business days to reflect to the card on file. Again, we apologize that there was a misconception we would be able to provide internet to ****************** but in the end, we were not able to provide him internet. 
Thank You, 
********  
ER Specialist II