EarthLink Internet
1.6
3.0
Overall Score
Author: Kaitlyn Short
LAST UPDATED: October 25th, 2024
More than one million internet users have chosen EarthLink as their internet service provider. EarthLink offers internet and mobile service to residential customers and businesses across the contiguous United States.
Over the last two decades, EarthLink has consistently grown and improved its services. The company was purchased by Trive Capital in 2019.
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The Good
- Variety of Network Types
- Plan Options and Pricing
- Additional Benefits
Variety of Network Types
EarthLink offers customers fiber internet and wireless home internet. These two options have their advantages and disadvantages, and your best option will depend on availability. The good news is the internet provider may offer more than one option for your area. If you're looking for cutting-edge, high-speed service, ask about fiber. If you're in a rural area where you can't seem to find much more than dial-up service, check out wireless home internet. Looking for something that is a compromise between speed and price? Consider EarthLink's broadband services.
Plan Options and Pricing
EarthLink Internet Experts work with customers to determine the right plan at the right price to create the right connection for customers.
- Fiber Internet — starting at $59.95 per month, speeds up to 1 Gbps
- Wireless Home Internet – starting at $59.95 per month, data up to 150 GB per month
The actual speeds may vary based on location, the number of connected devices, and systems used. Prices can also vary based on your location.
The Fiber Internet plan uses fiber-optic technology and has no data caps or credit checks. The starting monthly cost of this plan is $59.95. There are also additional fees:
- Installation fee — $79.95
- Modem fee — $12.95 per month
The Fiber Internet plan has a twelve-month contract and an early termination fee of up to $200.
The EarthLink Wireless Home Internet plan uses the same towers as your cell phone and has no annual fee. The starting monthly cost is $59.95.
- One time setup fee — $79.95
- Modem fee — $14.95 per month
Additional Features
EarthLink ISP subscribers have access to several benefits as part of their high-speed internet service plan.
- MyEarthLink Portal
- My Account
- Free Premium Email for Fiber Internet Customers
- EarthLink Support
With the MyEarthLink Portal, users can customize their internet browser homepage to stay up to date on the news, sports, social media networks, etc.
Every EarthLink user has access to their account to allow them to manage their internet billing online.
Fiber Internet customers can set up a premium email account with EarthLink which also comes with a mobile app for convenient use. It also includes virus and spam protection and the ability to use personalized email addresses.
Wireless Home Internet customers also have access to an account management portal and a mobile app for their phone.
EarthLink Support provides tech support to customers, as well as assistance with their account. EarthLink’s customer service team is available via chat or phone.
The Bad
- Speed Variability
- Plan Transparency
- Limited High-Speed Range
Speed Variability
While the customers of EarthLink will be able to choose from a wide variety of different technologies, these options may not be capable of high speed. Every specific location has different speeds based on varying factors, the customer will have to check with customer service agents to get exact speeds for their area.
Upload speed varies by area as well. They are generally slower than the download speeds, but this is fairly standard for the industry. Interested customers should check with EarthLink to see what plans and what speeds are available in their area.
EarthLink's top speed of 1 Gig is fairly competitive for the industry, though there are other internet service providers with download speeds greater than 1000 Mbps.
Plan Transparency
Unless you contact EarthLink directly, it can be difficult to determine whether your location has access to certain plan and what price the plan will be. EarthLink could make information about its plans more easily accessible on its website.
Limited High-Speed Range
EarthLink can help customers in all 50 states because of its EarthLink Connections program with Viasat and HughesNet. The two satellite providers can get almost anyone internet access.
Additionally, EarthLink is one of the largest DSL providers in the United States. You might have luck finding an EarthLink DSL plan in your area.
But EarthLink's fiber optic internet offerings are much more limited to a select few regions. Fiber internet is one of the fastest and most reliable connection types, so if you have the option to choose fiber, it's worth going for. It's unfortunate that EarthLink doesn't have a more widespread fiber network.
The Bottom Line
EarthLink is one of the most far-reaching internet service providers in the industry. The company is known for offering its customers friendly support and helping them to find the right speed at the right price. These technologies focus on fiber and wireless home internet. This is the reason that EarthLink can have such a large service area and provide coverage for most of the country.
Just keep in mind that EarthLink's internet speeds can vary by location, the number of connected devices, and systems used. If you don't see exactly what you're looking for then it might be time to start investigating other options.
EarthLink's internet services are at a reasonable price and have added bonus features such as free email addresses and extended hours for customer support via phone or chat. Be sure to investigate the availability in your area and the contract terms and conditions. Read our verified Earthlink reviews to see if this ISP is right for you.
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Brian Spurious
I decided to try Earthlink as I am at least average tech savvy and did not mind that they would just mail me a box with instructions on connecting. In any event, I saw they had a service guarantee.
I followed the install instructions to the letter, but no matter where I moved the device I still only received a blinking blue light, never a single green light showing some connectivity. I concluded that my apartment was not able to receive the signal from the tower. I then proceeded to call to cancel the service (unable to cancel on the app directly it seems, hmm). The customer service person was rude, talking over me multiple times until I called out their behavior and began talking over them. They insisted that I allow them to centrally activate my device. I told them I had no confidence in the service since I was not able to get a single green bar showing any sign of connectivity potential, and the fact that they can temporarily boost power to activate my device was not reassuring. I wanted to avoid an activated device that nevertheless could not receive the internet signal under normal conditions. I then cancelled the service over the phone, even as the representative admonished me for not letting them activate the device, and warned me that the $85 is nonrefundable. I then had to (successfully) dispute the charge, and got all my money back as the credit card company agreed that Earthlink did not provide the service they promised, and tried to not honor their guarantee. So a fair bit of time wasted, and if you cannot get a single green bar yourself I recommend you dispute the service like I did. Or better, try all other options first—to save yourself time and frustration dealing with indignant and self-righteous customer service representatives.
I hope this review saves you time and effort!
1 month ago
Reply from EarthLink Internet
I do apologize for the behavior of the representative when you called in about your internet not working. We always like to try and resolve issues when our customer's call in, so I assume the agent tried but went about trying to resolve your issue in a less than professional way. I am glad that you were able to cancel the service but when it came to the refund I am sorry that you had to go through your the card company to get your money back
Thank You,
Samantha
ER Specialist III
Thank You,
Samantha
ER Specialist III
Oct. 28th, 2024
XOXO Dayren Chino Hills, CA
Thank God I speak Hindi. Haven't had any issues with my service or with payments. Everyone complains about the customer service not being from America and not being able to understand them or get help, but if you'd just take the time to learn how to talk to these people your life will be 10000% easier. Unfortunately for these big companies the customer service is outsourced so you will be dealing with people from India alot. Just sayin.
4 years ago
Review Source
NittanyLion Woodstock, GA
I am a Senior Citizen on a fixed income and have been a Mindspring/EarthLink customer since 1996. I called to request a rate concession because the Internet Service went up $10.00 in August. The CSR was very helpful and discussed my request with her supervisor and the request was granted. My monthly rate will revert back to $46.16 in October!
2 years ago
Reply from EarthLink Internet
Hello,
Thank you for being a loyal customer with EarthLink! I am sorry to hear that your bill went up, but I am glad that we were able to revert your bill back to the original price. We try everything we can to assist customers who are loyal and stick with us. Again, thank you for being a loyal customer with EarthLink!
Thank you for being a loyal customer with EarthLink! I am sorry to hear that your bill went up, but I am glad that we were able to revert your bill back to the original price. We try everything we can to assist customers who are loyal and stick with us. Again, thank you for being a loyal customer with EarthLink!
Sep. 15th, 2022
Review Source
Peggy Allen Charlotte, NC
I like everything. Soon much that I refer Nettie T and everyone else I can brag to. The best is you are not raping people to have internet service like the other companies. And most of your costumer service reps are amazing. Thank You Earthlink
2 years ago
Reply from EarthLink Internet
Peggy, thank you so much for this positive review of our company. We strive to provide a quality customer experience and we're happy to hear you're enjoying your services!
Aug. 19th, 2022
Review Source
Cary Seidman Cleveland, OH
Although I'm not technologically illiterate, I am 74 years old and I am nor as "quick on the uptake" with respect to computer jargon and the like. When I had a (very rare) service interruption, the young women who assisted me was competent and thorough, willing to repeat herself when needed, and generally just a pleasure to work with.
2 years ago
Reply from EarthLink Internet
Cary, Thank you for you very supportive review of our company! We strive to provide the best customer experience, and we're very happy to hear that you're enjoying your services. Please feel free to reach back out to us, should you need anything.
Aug. 11th, 2022
Steve Mewborn Navarre, FL
I have been with earthlink for about 3 years. The service has been great. We are running at least a (2) TV, Computer, gaming system anx cell phones most of the time and never have a problem of loosing connections or slow downloads or uploads. The price is great also compared to cable service.
2 years ago
Reply from EarthLink Internet
Hello Steve-We are glad to hear that you are enjoying your internet service as well as the price of your internet. We work hard to make sure that our customers are satisfied with the service that we provide, as well as excellent customer service. Thank you for being a valued part of the EarthLink family!
Aug. 10th, 2022
Stephanie Schulz Portland, OR
I had written a review previously about having the rug out pulled out from under me, my iso service cancelled out of the blue,,well, I got a call from danage contrrolle ;) and he apologized and explained that my name was culled from the cull list so I wasn't notified, by mistake, and in return, he is giving me a years worth of free email svc which they still are providing,,about $100 freeby,,I accepted apology and said thanks,, The call I made befor to Customer Serice also said they'd be remembering me for previous month of non- service. All good.
2 years ago Edited February 7, 2022
Reply from EarthLink Internet
We're very sorry for the trouble you experienced with your service. We understand that spotty internet is frustrating and inconvenient, so let’s see what we else can do to help. Please give our Executive Relations team a call – they’ll be happy to take a look. We sent you their contact info in a direct message. If there’s anything else we can help with, please let us know at 888-327-8454.
Feb. 4th, 2022
stevon ,
I like the fact is that you just get the final rate billed and no "teaser" rate then double the next year like AT&T, COX, etc. What I don't like is that I was told Fiber was available at my street address in Imperial Beach, CA and it is not! Moved furniture, cut holes in my ceiling to make access for the fiber run to my closet in the house. I was billed up front for fiber with an ONT modem monthly fee and a separate fee to install fiber. When the AT&T installation Tech came out he said "fiber? what fiber? there is no fiber anywhere near Imperial Beach. I only have copper to install and max speed is 24 mbps." I asked him to leave and called Earthlink support (in India) they profusely apologized and since they had my money already I went with a 24mbps service at a cheaper rate. Why don't the service reps know if there is no fiber in your area? why do they sell and bill for vaperware? This fraudulent behaviour should be stopped! this is the scamming policies of a lot of companies! which is why I did not buy internet from AT&T in the first place! I have had my battles with them before. Now I have to fix my house, apologize to the family and put my life back together
3 years ago
The Web Hunter Aurora, CO
I always seem to get the assistance I need when I call for help.
The folks working the phones have to date always taken care of me. (I would complain here just as much, if not more if they did a poor job.) So I have to be fair.
Thanks
I have been here for a few years.
The Webhunter
5 years ago
Valencia Rogers
I'm disabled I've been struggling to pay my bill since 2023 only to find out that I've been double billed and I've been waiting for over a week to hear from someone about a resolution to the problem. Since then they have disconnected my service because I refuse to pay when they owe me hundreds of dollars in refund for double billed service. Poor customer service and an awful company.
6 months ago
Reply from EarthLink Internet
Hello Ms. Roger,
I have looked over your account, and we apologize that you were overcharged. We honored your request and issued you the refund, so any money you overpaid has now been refunded. Again, we apologize that you were initially overcharged. We have now refunded all overcharged money to your card.
-Thank You,
Samantha
ER Specialist II
I have looked over your account, and we apologize that you were overcharged. We honored your request and issued you the refund, so any money you overpaid has now been refunded. Again, we apologize that you were initially overcharged. We have now refunded all overcharged money to your card.
-Thank You,
Samantha
ER Specialist II
May. 29th, 2024
Kimberly Rice Gulf Breeze, FL
I'd give 0 stars, if I could! 5 days of service is ALL we got before running out of data! I paid for a month's service!!!! I specifically told the first moron (when I signed up) what exactly we use internet for (school, streaming tv & music)!!! What on God's green earth made the idiot think 5 days worth of data was enough, is beyond me!!! THEEEEN when I called to ask about it, they wanted me to either upgrade or add data!!! $130 later, here I am on the phone AGAIN trying to rectify the issue! I was refused even a partial refund, because "I've received the router & the internet did work" (for 5 whole days)! Their customer service (or lack thereof) is HORRIBLE & so is their internet service! It's one BIG SCAM! Do yourself a favor & run! Run away, as fast as you can!!!!
9 months ago
Reply from EarthLink Internet
Hello Ms. Rice
I understand your frustrations but have been in communication with you, and I refunded you the money I promised you that you spent. If you have any other questions, please let me know via our previous chat, and I will be happy to assist you. Again, I apologize that you were misled; I refunded you all the money you requested.
I understand your frustrations but have been in communication with you, and I refunded you the money I promised you that you spent. If you have any other questions, please let me know via our previous chat, and I will be happy to assist you. Again, I apologize that you were misled; I refunded you all the money you requested.
Mar. 8th, 2024
Kimberli Gutierrez San Francisco, CA
Absolutely the worst internet provider ever! The internet went down at exactly the one month mark and nobody could come out to fix it. Conveniently, they can charge a termination fee if you cancel at the one month mark! I called on Thursday and was told it would be fixed within 24-48 hours, which is a long time. But, nothing happened in that time frame. I called Saturday to find out what was going on and was told that it was “still pending”! Still pending? Yes, still pending. Nobody works on the weekends, so someone will call Monday and schedule for a technician to come out! Say what? Now I’m waiting 3 more days to even get scheduled? I’m having a Super Bowl party tomorrow and can’t put the game on without internet! I work from home and need the internet! My son works from home and requires the internet! What am I supposed to do while I wait for someone to even schedule to fix the problem? No response other than “nobody is in on the weekend and so you’ll have to wait until Monday to talk to someone.” When I told them that I wanted to cancel service, I was told I’d be charged a termination fee. Keep in mind that it was at exactly the one month mark. January 10-February 10. AND, I would have terminated 2 days ago if I had known they were going to take 5 days to even schedule an appointment for repair of the line! Do NOT use this company. Not even saving money is worth having them as a provider! They are the worst!
10 months ago
Reply from EarthLink Internet
Good morning Kimberli,
At EarthLink, we always strive to provide our customers with the best possible experience and accurate information about our services. However, after reading your review, it appears that we may have fallen short of our goal. While instances where the BAN needs to be retriggered are rare, they can complicate the installation process and lead to connection issues post-installation.
I apologize for the inconvenience and trouble you recently faced with our services. I have located your account based on the information provided in your review, and I will be giving you a call later today (I'm on Eastern Time) to discuss and resolve the issue, if possible.
Please know that I am willing to compensate you for the time you have been without service, and if we are unable to resolve the issue, I will provide you with a full refund.
Thank you for bringing this to our attention. We value your feedback and look forward to resolving this issue as soon as possible.
Best regards,
Nelson
Executive Relations Specialist II
At EarthLink, we always strive to provide our customers with the best possible experience and accurate information about our services. However, after reading your review, it appears that we may have fallen short of our goal. While instances where the BAN needs to be retriggered are rare, they can complicate the installation process and lead to connection issues post-installation.
I apologize for the inconvenience and trouble you recently faced with our services. I have located your account based on the information provided in your review, and I will be giving you a call later today (I'm on Eastern Time) to discuss and resolve the issue, if possible.
Please know that I am willing to compensate you for the time you have been without service, and if we are unable to resolve the issue, I will provide you with a full refund.
Thank you for bringing this to our attention. We value your feedback and look forward to resolving this issue as soon as possible.
Best regards,
Nelson
Executive Relations Specialist II
Feb. 12th, 2024
Cattone5 Fort Wayne, IN
Only get this if you want ripped off. Buffering galore, lag spikes like I've never seen with xfinity and frontier which is funny because this company piggybacks off of frontier. My phone's Hotspot does better. Had an issue earlier this year where they cut ours off because they didn't take the money out on the third day grace period, they waited until the fourth. Said they would give us a credit because it took almost a whole month to turn back on. Instead we were charged a late fee which canceled out the 18 they credited and I paid 78. Thieves. "Samantha" don't bother. We're switching our services soon. Fed up with the crappy service, the lies and on top of that earthlink first offered parental controls but when my husband called, the guy on the phone wanted to know why we wanted control over our children's internet then proceeded to say they don't offer that. Negative 100 stars and dude has got to be a pedophile. Children are to have no more than 2 hours a day screen usage and I don't want my kids to be influenced by idiots. 3 agents have lied including a female who sounded like she was from Africa and was a supervisor. Not letting that go considering my kids had to miss school for a flipping month and it threw everything in household off.
11 months ago
Reply from EarthLink Internet
Hello,
This is Samantha with Executive Relations. We do use the product of Frontier, but since the service is address specific there could be multiple things that are causing the issues with lagging which are out of our control. Such as weather, infrastructure, degraded lines, or even faulty/damaged lines. The speeds are up to because of these factors as well as how many devices are being used and what the service is being used for can be reasons as well as to the lagging.
Now what has me concerned we do offer EarthLink Protect which is offered through another company, so we are not sure how they process setting things up, he might have been asking questions to better know what would be best for you. We do apologize that you were not happy with your internet service as well as EarthLink Protect, as well as the impact that it had on your child's schooling for the month.
This is Samantha with Executive Relations. We do use the product of Frontier, but since the service is address specific there could be multiple things that are causing the issues with lagging which are out of our control. Such as weather, infrastructure, degraded lines, or even faulty/damaged lines. The speeds are up to because of these factors as well as how many devices are being used and what the service is being used for can be reasons as well as to the lagging.
Now what has me concerned we do offer EarthLink Protect which is offered through another company, so we are not sure how they process setting things up, he might have been asking questions to better know what would be best for you. We do apologize that you were not happy with your internet service as well as EarthLink Protect, as well as the impact that it had on your child's schooling for the month.
Dec. 26th, 2023
Review Source
Insane Mercury Coldwater, MI
The best part about the company is that they r willing to always work with you on your internet issues I have no complaints about the company at all the staff there r outstanding individuals
2 years ago
Reply from EarthLink Internet
Insane Mercury, thank you so much for your positive feedback. We strive to create the best experience for our customers and we're happy to hear that you're enjoying our services. Thank you for the support you give our company. If you need anything please feel free to reach out to our team of experts!
Jul. 20th, 2022
Karla Anaheim, CA
I called EARTHLINK to inform them that we moved, and needed to change our service address. I was told that they did service the area we moved to, and to expect an email in a couple days with a timeline for the new installation. (EARTHLINK also charges $79 to move a service). I had to call them again, because I never received "the email" after waiting 3 business days. This time, a Customer Representative informed me that that they did not service the area we moved. I asked them to cancel our service, and because we were still under contract, there was a $175 cancellation fee. Seriously???? You don't service our area and we still have to pay a cancellation fee??? FYI, EARTHLINK is a Service Provider for AT&T. They don't provide the internet, which we discovered when the installation technician arrived wearing an AT&T uniform. Case and point? Don't get "tricked" into thinking EARTHLINK is some kind of a new ISP. Go directly to AT&T
3 years ago
Carlos Simi Valley, CA
I am a new Earthlink customer and would like to quit doing business with them. I just signed a contract with them because Dish" transfer me to them as their Internet Partner. Shame on Dish" any way The company is taking their monthly billing from my credit card with out my approval. I called to ask them to stop and and the operator responded that is the way they do billing, I told them that I am use to paying online banking and she mention is nothing she can do. This is an American company with very Irresponsible management That lets other country run their business to make more money no matter what Service they perform
Ed
3 years ago
Lance Flores Seattle, WA
In greater Dallas area Earthlink uses the T-Mobile backbone. After 30 day the connection speed begins to decline and pronounced throttling occurs causing continual gaps in connection. All forms of voice and video applications become unusable; especially Skype, Viber, WhatsApp and Messenger. If you purchase 50 mb/s you will end up throttled down to about 15 mb/s. My last average test topped out at 14.8 Mb/s download and 4.13 Mb/s upload. There is little you can do because it is T-Mobile that does the throttling. The help technicians almost all know what is happening on the T-Mobile backbone. One thing you must do is turn on your secure VPN if you have that ability, stop using their rented modem get a programmable one that will deny ISP need to see your IP address. There are a couple more things you can do before you find an honest carrier (most difficult of all tasks).
3 years ago
Otra Historia New York, NY
Earthlink webmail, at least the service on hosting, is NOT a free service like Gmail or Hotmail. I HAVE PAID for it every month for many years. HOWEVER, their Inbox portal keeps showing me and bothering me with ads, like any other free service., which means their cookies have access to my Inbox. Don't you have enough with the money WE PAY YOU Earthlink? Why do you have to stick us more ads?
4 years ago
Eunice A. Ghent Tustin, MI
We connected with them through DISH. Their service is excellent but at first they tod us we had a 2 yr. contract. Through DISH we had finished our contract so the contract was waived.
6 years ago
Lauren H. Portland, OR
I've hated EarthLink since I first signed up. Now I'm getting ready to leave them forever, and they've given me a new reason to hate them: it took them 5 minutes to cancel my service without my permission, but it could take 8-9 days or more to get it back.
I called to cancel my service because I am moving in 3 weeks. After verifying my identity, the customer service rep refused to process the cancellation unless I answered a bunch of questions about previous phone calls. I told him his questions were irrelevant to the issue. He told me he *had* to ask them to keep his job. I told him he could ask, and therefore do his job, but I wasn't going to answer. He finally agreed to process my cancellation. He didn't ask for details like when or why I needed cancellation. He put me on hold for a few minutes. When he returned, he told me my internet was canceled, effective that moment.
I complained to his supervisor, who was supposed to call me back precisely 24 hours later to tell me when my internet would be restored. I received a call 23 hours later, but I wasn't able to answer it. It went to voicemail, but no message was left.
After the 24-hour mark had come and gone, I called EarthLink again. I asked why I had not yet been contacted by the supervisor. The new customer service rep said, "Oh, she tried twice, but no one answered." As if we don't all have detailed phone records on our devices!? There was one attempt. Voicemail answered. The caller didn't leave a message. Why does EarthLink feel the need to lie to its customers? Maybe because their service is so bad that they must hide the truth.
It is now 25 hours later. The supervisor finally called me back. EarthLink has no idea when my service will be restored. The caller was so inept that, not only was she unable to give me a timeframe for restoring my service, she wasn't able to state what the range of times was to restore service in *past* incidents. With so little time remaining, I've decided to let the cancellation stand.
WARNING: DO NOT USE EARTHLINK'S WIRELESS HOME INTERNET IF YOU WILL EVER NEED TECHNICAL OR USER SUPPORT!!! You won't be able to get it.
1 year ago Edited December 4, 2023
Reply from EarthLink Internet
Hello Lauren,
This is Samantha with Executive Relations; I have addressed this issue on multiple platforms with you. As for our Wireless Home Internet support, they are available Mon-Sun 9am-9pm EST. We understand that this might not be the best for those not in the EST zone, but we are open 7 days a week, and we have a website https://wirelesshome.earthlink.net/ that should be able to assist with any issues that you might have as well.
This is Samantha with Executive Relations; I have addressed this issue on multiple platforms with you. As for our Wireless Home Internet support, they are available Mon-Sun 9am-9pm EST. We understand that this might not be the best for those not in the EST zone, but we are open 7 days a week, and we have a website https://wirelesshome.earthlink.net/ that should be able to assist with any issues that you might have as well.
Jul. 10th, 2023
Pete Sebastian San Pablo, CA
At first the internet was working for 3 months, then it went off totally. This service is connected to ATT. The connection was out for 5 days. They said they sent a technician on the third day. He never showed up at our door. Customer Service said he was outside but there was nobody there. On the 5th day, they sent another technician from ATT. He worked on the internet for two hours, made it worked, but it was gone again for a few hours. I want to cancel but they said they are going to charge with cancellation fee of $200. Not worth the stress. I had to get another connection so I could work from home.
1 year ago
Reply from EarthLink Internet
Hello Mr. Sebastian,
My name is Samantha with Executive Relations; I wanted to extend our apologies that you had issues with your internet to the point that you had to find another provider. I am not sure why the installers could not get your service repaired so that it would run correctly. Generally, issues like weather, degraded lines, and infrastructure could cause issues, but with your issue, I am not sure what the issue could have been. The $200.00 early termination fee was charged per the terms and conditions approved before the sale. We apologize again that we couldn't provide you with the best internet. We will work harder to make sure that we are providing the best internet option to our customers.
My name is Samantha with Executive Relations; I wanted to extend our apologies that you had issues with your internet to the point that you had to find another provider. I am not sure why the installers could not get your service repaired so that it would run correctly. Generally, issues like weather, degraded lines, and infrastructure could cause issues, but with your issue, I am not sure what the issue could have been. The $200.00 early termination fee was charged per the terms and conditions approved before the sale. We apologize again that we couldn't provide you with the best internet. We will work harder to make sure that we are providing the best internet option to our customers.
Jun. 13th, 2023
Amy Sumner
I paid my late payment of around $95 and at no point during that payment was it made clear that I was going to be charged an additional $25 and an additional $79.95 for installation. I logged onto customer service to see what could be done. The agent not only would not refund my payment, but said they would waive the $25 fee but not the installation fee. Nothing needed installed and I asked 4 times to speak to a Supervisor. I asked 8 TIMES for my payment to be refunded. They did not offer that-they wanted me to verify that I wanted my service to remain disconnected. Why would I make the payment if I wanted it disconnected??? If they are charging me an installation fee I assume my contract would be started back up rather than the 2 years I have already fulfilled! I was then told they would transfer the chat to a Supervisor and then told the Supervisor would call me back. I have yet to receive a call back or a refund.
1 year ago
Reply from EarthLink Internet
Hello Ms. Sumner,
My name is Samantha with Executive Relations; we are sorry you were not informed that you would have to pay for a new installation. Once your internet is turned off for billing reasons that are out of our control, it is on the customer to pay the balance that is due. Then a new contract has to be established, therefore we have to have an installer come out and do a new installation. As for the 25.00 reactivation fee due to previous billing issues on the account and the service was turned off then you would have to pay that fee, in order to have your service reactivated. I will reach out to you via email so that we can discuss your account further. Again, we are sorry for your billing frustrations.
My name is Samantha with Executive Relations; we are sorry you were not informed that you would have to pay for a new installation. Once your internet is turned off for billing reasons that are out of our control, it is on the customer to pay the balance that is due. Then a new contract has to be established, therefore we have to have an installer come out and do a new installation. As for the 25.00 reactivation fee due to previous billing issues on the account and the service was turned off then you would have to pay that fee, in order to have your service reactivated. I will reach out to you via email so that we can discuss your account further. Again, we are sorry for your billing frustrations.
Jun. 8th, 2023
Jessica Linkert El Dorado Hills, CA
DO NOT SIGN UP FOR EARTHLINK. There is nothing about them that is a "pro". They tout all these benefits over using AT&T or another big name like better speeds and better customer service. It's a total farce. I frequently get buffering and blurry images when streaming TV, even when no other device it connected to the WiFi. The worst part of all of this is their customer service. I have sat on hold for over 45mins just waiting to speak to someone about a problem I had with my bill. The problem was they just started charging me for add-ons in the 2nd month that I never signed up for. After wasting half of my day on the phone with someone they couldn't even credit my bill before I paid it because whatever BS reason, they said they would credit my next bill instead. Guess what, my next bill wasn't credited either. Every time I've called or used their text chat no one can give me straight answers, its always "I've escalated your issue, call back in a couple of days to check in". Such garbage. They also promised a $75 visa gift card that would be emailed to me after 90 days of service for signing up. Still don't have it, still don't have answers to why I don't have it yet but it's been escalated so I can call back in a couple of days and see what progress they haven't made on it. If it's just an email, why can't they just send it? Why does it have to be escalated? Because they know they have terrible service and want to keep you on the hook as long as possible. They probably are used to people waiting for the gift card and then canceling because they are so terrible. I'm serious, do not sign up for them.
1 year ago
Reply from EarthLink Internet
Jessica, thank you for reaching out to share your feedback. I am very sorry this has been your experience with our services. We strive to provide all of our customers with a quality experience, but it is clear in this case we may have fallen short of that. If you were promised a gift card and have kept your account in good standing for 90-days I will be happy to look into why you have not yet received yours; I apologize for any inconvenience caused by this. I would also be happy to look into crediting back the promised amount you were supposed to be credited. Jessica, you can reach me at https://www.earthlink.net/customer-review-help/. One of our ER specialist are waiting on standby to assist you. Thank you again for all of your patience and understanding. I look forward to speaking with you! -Nelson, Executive Relations
May. 10th, 2023
Melissa Ratigan Chicago, IL
Besides high cost ( $70 per month for just internet) the customer service for the most part is ridiculous. I had to contact customer service yesterday, and AFTER my issue was resolved, a different customer service rep contacted me to resolve the very same issue that was already taken care of, which I tried to explain. The guy said he had to send me a code to verify my account, so I sent back the code to verify- he said sorry- that’s not the code. Yes it was and I proved it via screenshot. Then he says he can’t accept that because I only have 5 seconds to respond. They literally wasted 2 hours of my day. I gave him my account number as well- which he told me was invalid. Seriously??? I live in the country and don’t have a lot of options…. I would avoid this company like the plague. This happens, by the way, every time I call…. Be it problems with service, modem…. Anything. Shop around. You DONT want to use this company.
1 year ago
Reply from EarthLink Internet
Hello Melissa,
My name is Samantha with EarthLink, we send out codes so that way we keep your account secured from just anyone calling in and doing anything to your account. We understand that it is annoying but we do not want someone to make changes to your account on your behalf. Regarding the cost of internet we within range if not better then other companies on price, and we try hard to have the better price around. If you would like I am happy to assist you with your account issues and we can even look to see if there is anything at lower cost for your address. If you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to reach out to you so that we can see what we can do to lower your internet services.
My name is Samantha with EarthLink, we send out codes so that way we keep your account secured from just anyone calling in and doing anything to your account. We understand that it is annoying but we do not want someone to make changes to your account on your behalf. Regarding the cost of internet we within range if not better then other companies on price, and we try hard to have the better price around. If you would like I am happy to assist you with your account issues and we can even look to see if there is anything at lower cost for your address. If you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to reach out to you so that we can see what we can do to lower your internet services.
Apr. 12th, 2023
Shelly Watters Sacramento, CA
HORRIBLE! NOT AMAZING (like the tag in the corner indicates and I cannot change) BUT AMAZINGLY BAD!, After the first week, I was dissatified. After $85/mo plan, the first week and most of it without electricity I was told that I was out of data. The saga goes on. Less then a month later; I'm changing services if fact ordered , when I can finally get rid of Earthlink. Poor sales/or sales come-on and constantly increasing prices. Initially said $70 was cost for equipment but didn't add the $15/month rental. I could go on forever. Now, I'm $300 for the initial month of services and cannot wait for these services to end. Those lower cost for internet services are a myth. 3 weeks in, I found another provider for far-less, now just waiting to get through this terrible first month. DON'T DO IT!
1 year ago
Reply from EarthLink Internet
Hello Shelly,
My name is Samantha with Executive Relations, I spoke with my colleague who tried to assist you so that we could get the issue resolved that you are experiencing. However, he was unable to get you to respond to him. We are both wanting to look over your account and check out the billing on your account. It sounds like you had our wireless internet and with wireless there are data plans, and once you use up the allotted date your speeds will slow down. There was a one time installation cost and then once you got your modem activated you are then charged the first months bill after the fact because we charge a month in advance. There is a modem fee that is included and then whatever your state taxes are. We also go over the terms and conditions at the time of sale. In there we state that if the modem is not returned we do charge 200.00, so if you still have the modem we can get it returned and make sure that you are not charged the 200.00. I am happy to look over your account if you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to see what I can find regarding your billing and send out a return slip for the modem.
My name is Samantha with Executive Relations, I spoke with my colleague who tried to assist you so that we could get the issue resolved that you are experiencing. However, he was unable to get you to respond to him. We are both wanting to look over your account and check out the billing on your account. It sounds like you had our wireless internet and with wireless there are data plans, and once you use up the allotted date your speeds will slow down. There was a one time installation cost and then once you got your modem activated you are then charged the first months bill after the fact because we charge a month in advance. There is a modem fee that is included and then whatever your state taxes are. We also go over the terms and conditions at the time of sale. In there we state that if the modem is not returned we do charge 200.00, so if you still have the modem we can get it returned and make sure that you are not charged the 200.00. I am happy to look over your account if you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to see what I can find regarding your billing and send out a return slip for the modem.
Apr. 12th, 2023
Patricia W Norfolk, VA
Wireless EarthLink is my only choice where I live while I’m on waiting list for Starlink. It is spotty at best; if it’s not a clear day, I can expect for the internet to go in and out. My speeds are terrible - 1.4 download and 3.18 upload. Trying to watch anything on the television is agonizing with constant stalls. And forget about being on my phone and watching a movie; stalls all the time. I have a Verizon network extender because cell phone service is terrible in this location too - it is basically useless because it requires higher internet speeds to work. I am not able to use the Ring app or the MyQ app because of the slow internet speeds. So I am paying $135 a month for terrible service.
1 year ago
Reply from EarthLink Internet
This is Samantha with Executive Relations, I am terribly sorry this has been your experience with our services. 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. We apologize that your experience wasn't everything you were told it would be, we do our best to recommend the best plan for a customer based on their internet usage, however it's clear we've missed the mark. If you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to see what options we have that might help.
Apr. 10th, 2023
Kena Roberts FL
That would be a NEGATIVE 1 star rating!! Buyer BEWARE!!!! This has been THE WORST experience EVER! This is a long review, but worth reading!! I previously had AT&T internet (briefly, because AT&T is not reliable in the area where I live) and switched to EarthLink because I was told by their phone representative that EarthLink provides ‘guaranteed fiber optic internet’ and that I would have a ‘dedicated’ line with much faster speed. First situation, I received a text with my installation date -great! When that day arrived, no one ever showed! I called and was told they didn’t have an installer available that day, and my new installation date would be 3 days later (so 4 days without internet!). Finally the installer arrived - BIG PROBLEM - EarthLink contracted with AT&T to ‘install and connect to the EarthLink service’. The EXACT same equipment, on the EXACT same service line (not dedicated fiber optic) was installed. I could not believe they would do that after I specifically told them AT&T was not reliable where I live!!! I called that same day to cancel. I was given some promotion and asked that I give their service a chance, that I would see much better service. 2 weeks of unreliable connectivity, becoming worse by the day. I called again to cancel my service, and was told that they wanted ‘run diagnostics on their end, which they were confident would improve my service. NO IMPROVEMENT ! I called again to cancel, was transferred 3 times, and the 3rd time was terminal hold (37 minutes). I called back the next day, and was told that I was now over my 30 trial period, and If I cancelled, I would be charged an early termination fee of $200.00!!! I told them I had been trying to cancel for 30 days. No one I spoke with was authorized to waive the fee, but they could send a technician out to verify correct installation, and if they could not resolve the problem after that, I would be able to cancel. A week later a technician from AT&T came out, verified that the area I live in does not get a strong signal, however I might be able to improve my service if I purchased a ‘booster’. Why should I have to purchase anything? EarthLink was not able to proved the service they promised! I called back, went through the entire scenario AGAIN and was told they did show that a tech had been out, but they ‘didn’t ‘have a report from them’, so I would still be charged the $200.00 early termination fee if I proceeded to cancel my service (they did not have the authority to waive the fee). I was then told that my complaint would be escalated to their ‘executive team’ and I would receive a call from them within 24-48 hours. Waited 72 hours, no one called. I called AGAIN, went through the whole proceedings AGAIN! Was put on hold to speak with a supervisor, and after holding for 10 minutes, was disconnected. I phoned back 3 times and each time was again disconnected! I have spoken to 3 supervisors, who have NO AUTHORITY to do ANYTHING, except to tell me that if I proceed to cancel my service with them I would immediately be charged the $200 fee. Each time my complaint was ‘escalated to the ‘executive management team’ who would be calling me back within 24-48 hours, which NEVER happened. I now have filed a complaint with the FCC, with an investigation pending! AND…. I originally used my debit card for the installation charge, but specifically requested that it was a ONE TIME authorization, and requested a monthly invoice, which I was assured would be no problem! They have tried to debit my bank account twice, which was rejected because my paycheck had not gone in yet!
2 years ago
Reply from EarthLink Internet
Hello Kena, my name is Nelson with EarthLink's Executive Relations Team. I'm very sorry this has been your experience with our services, we strive to provide everyone with a quality customer experience. However, in this case, it's clear we've fallen short of that. We apologize for any confusion or miscommunication at the point of sale, whether intentional or not we never want our agents giving customers false information. I do see that you had mentioned you were previously with AT&T, I wanted to say that we do contract them to do our installations however the service you're receiving is strictly EarthLink. We provide a 100% dedicated line to the home as well, this isn't shared bandwidth like it would be with a coaxial cable connection. It makes us sad to hear that you're unhappy with the services you've received and we never want to lose a customer, but sometimes we're not the best fit for everyone's internet needs and we understand that. I wanted to also apologize for my colleagues not having reached out to you in a timely manner. In a direct message I am sending you the direct number to my department so that you can get in contact with an expert to have this resolved. Thank you for reaching out, we hope to hear from you soon!
Dec. 12th, 2022
Erica Goudeau Houston, TX
Piss poor when i got this service it was great no problems so i had to move i called in to move my service rep said i couldn’t get service at my new location ok so i need to cancel my service they said i had to pay cancellation fee or call back on the end of my contract and nothing will be charged anymore that’s not fair but ok well they lied so i called back to cancel again still they want a cancellation fee for a service i can not use so basically they want me to pay for a service for strangers to use it’s crazy they under AT&T and i have AT&T service here pathetic so please do not get they service cause customer service is horrible
2 years ago
Reply from EarthLink Internet
Hello Erica,
Congratulations on the new move! My name is Samantha with the Executive Relation Team and we are sad that we are not able to service you at this time at the new location. Regarding the ETF fee which can be located at https://www.earthlink.net/tcs/internet-service-agreement/, if you cancel before the contract ends there is an ETF. I am more then happy to waive the ETF if the remaining balance that is owed on the account is paid. I am happy to reach out to you so that we can move forward, just fill out the information at the link provided https://www.earthlink.net/customer-review-help/, and I will be happy to reach out to you.
Congratulations on the new move! My name is Samantha with the Executive Relation Team and we are sad that we are not able to service you at this time at the new location. Regarding the ETF fee which can be located at https://www.earthlink.net/tcs/internet-service-agreement/, if you cancel before the contract ends there is an ETF. I am more then happy to waive the ETF if the remaining balance that is owed on the account is paid. I am happy to reach out to you so that we can move forward, just fill out the information at the link provided https://www.earthlink.net/customer-review-help/, and I will be happy to reach out to you.
Nov. 29th, 2022
Errol Jones
I have been a customer for 17 years. I was contacted by Earthlink and
was overcharged for a website after being offered a "Free" video upgrade.
Long story short, they charged me $1800 and after I made the monthly payments of $180, they continued to charge me for over a year after the bill was paid. I have been trying to get a refund for over a year now.
I have only gotten a run around and no real response. Last week I was promised a $180 refund of another overage charged, then received an email stating the ticket was still open and I would get a response by Friday....today is the Wednesday after.
The actual refund should be for fees (over $1K) charged for over a year. I will be filing a lawsuit if this is not resolved this month.
2 years ago
Reply from EarthLink Internet
Hello Errol, my name is Nelson with the Executive Relations Team here at EarthLink. I'd like to first thank you for being a loyal customer for all these years. We're terribly sorry this has impacted you to the point that you no longer wish to continue your services with us. We strive to provide every customer with a quality customer experience and it's clear we've fallen short of that. We're terribly sorry it has taken so long to get this matter resolved for you. Please reach out to the Executive Relations Team. In a direct message I have sent you the contact information you need to reach my department. One of our experts will be more than happy to look into this matter for you and investigate this billing issue. If you were wrongfully charged we would be willing to reimburse you. Thank you for reaching out and we hope to hear from you soon.
Oct. 19th, 2022
Bryant Rodarte Las Vegas, NV
Wowww, where do I start? I needed internet service for my house so I made a few calls and somehow I needed up with an EarthLink representative. I got everything set up, took about 2.5 hours on the phone and I finally got set up. For one whole week I kept having trouble but I was out of town on business and my mom was at my house taking care of my two girls as I’m a single father. I get back and I see why my mom only used her phone and not the tv to watch her shows. I called and they tried to help me the first day but it was the same (bad service, no picture, could only have one device on at a time. I even added data thinking that would help. They not only didn’t help resolve my problem they did not want to refund me. They offered me $20 and then $50 credit. It was a very bad experience 3rd day of them trying to help me I had enough and closed my account even if I took a loss on time and money. It was a HORRIBLE experience. Do not do it it’s not worth it just call Xfinity or Cox. If u can’t bc of credit just set up a hot spot. It will cost the same and it’s much easier less hassle and it saves u a headache.
2 years ago
Reply from EarthLink Internet
Hello Bryan,
We are truly that your experience was less than stellar with our internet. We strive to ensure that we give our customers the best internet options, but it seems that we definitely missed the mark. We try our best when we are in the wrong to try to rectify our mistake but it seems that we again missed the mark. There could have been factors that were beyond our control including weather, location of the modem, infrastructure, degraded lines and well as faulty/damaged equipment. With all of that being said we will take this as a learning lesson so that we will provide better service to all of our customers. Again, we want to sincerely apologize that you were unsatisfied with your service.
We are truly that your experience was less than stellar with our internet. We strive to ensure that we give our customers the best internet options, but it seems that we definitely missed the mark. We try our best when we are in the wrong to try to rectify our mistake but it seems that we again missed the mark. There could have been factors that were beyond our control including weather, location of the modem, infrastructure, degraded lines and well as faulty/damaged equipment. With all of that being said we will take this as a learning lesson so that we will provide better service to all of our customers. Again, we want to sincerely apologize that you were unsatisfied with your service.
Sep. 22nd, 2022
Nunya P Knoxville, TN
If I could give them 0 stars I would. And I'm not a "Karen" I generally like to write positive reviews when someone has done a good job. But after being initially set up with internet for 3 weeks, our internet went out. I called and they said they needed to "re-trigger" the band. OK....it takes up to 48 hours. (this is Wednesday) Late Friday afternoon, still no internet, but I figure they will work on it over the weekend.
Oh wait, they don't work on the weekends.
Monday morning I call and talk to someone for close to 2 hours. He will see what he can do. Really an exercise in futility. They will re-trigger the band again. I say, how about send someone out who can see what the problem is. No can do. For two weeks. They don't mind that I work part time from home and require the internet. They also don't mind that I've used up all my cellular trying to pay bills. Long story short, I was 3 weeks without internet (it also took them almost 1 full week to "release the line" back to AT&T so I could get good service through them.
My advice? RUN! Do not give this awful company one cent. I also got charged an early termination fee of $200, but really, that must be what keeps them in business since they don't offer good internet.
2 years ago
Reply from EarthLink Internet
Hello Nunya,
If you direct message us with your account information we would be happy to take a look at your account and see what we can do to rectify the issues that you had. Thank you.
If you direct message us with your account information we would be happy to take a look at your account and see what we can do to rectify the issues that you had. Thank you.
Sep. 1st, 2022
William Gilbert Detroit, MI
Would give 0 stars if I could. Contacted and paid for installation on Monday. Told them I was completely unavailable after 12 noon every day. Got text on Tuesday that I would be contacted to set up an installation appointment. Got text Wednesday that installation appointment was between noon and 2pm Thursday. Called to figure out what was going on. Got the run around and told had to wait 6 more days for installation that was already paid for. Could barely understand customer service employee. Asked for supervisor, no help, sent to retention for refund and hung up on. Never have I had such horrible customer service and I live in Flint, MI.
2 years ago
Reply from EarthLink Internet
Hell William-I am sorry to hear that you had a bad experience with the agents that you spoke with, as well as installation issues. Depending on who installs we are not able to choose the time that the install can be done, but there should have been a link that was sent so that you could reschedule to best suit your schedule. We apologize that this did not work for you. We also do apologize that whomever you spoke with did not give you the best customer experience. We will look at this and take this as a teaching moment for our agents, so that this does not happen again. I want to express again how sorry we are that you had a bad experience all around.
Aug. 18th, 2022
Danny Gonzales San Antonio, TX
Wow, talk about BAD Service, I cancelled my account after 2 months after the messages everyone mentions about data usage being used even when the modem was turned OFF! Too much time on phone when I was being throttled even though i had 50% of data left, speeds SUCK, 2-3Mb download speeds and was paying for 25Mb speed, barley just enough to stream but uploads were only ever 0.3. Firmware updates, turn off/on but did not help.
Then to add insult to injury, they cut my service off a day earlier so duped me out of a day of service, when I called i was told it was done so their System would not charge me another day, Really? That's your lame excuse? All I can say is stay AWAY from Earth Broken Link...
2 years ago Edited October 18, 2022
Reply from EarthLink Internet
Hello Danny, I'm terribly sorry this has been your experience with our services. 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. We apologize that your experience wasn't everything you were told it would be, we do our best to recommend the best plan for a customer based on their internet usage, however it's clear we've missed the mark.
Aug. 16th, 2022
WildWindE Los Angeles, CA
Horrible company. Wireless internet -- a lie. I cancelled within 3 days of getting router because THERE WAS NO SERVICE IN MY AREA. Talk about a cluster f##k. I asked for a return label on June 28th. Was told they would mail it USPS. I asked them to email it. Was told they couldn't. July 13 still hadn't received called and was kept on the phone over an hour only to tell me they would be sending a new label via USPS. Meanwhile, they said they would charge me over $200 for the router if I didn't return it timely. On July 18th, lol and behold, an email with the return label is sent. Modem returned. On August 1st, EarthLink marks it received. But then today, on Aug 4th they charge me for $128.75. For what? I never enacted their service, they have the returned modem. And now I've spent more than 3 hours of my personal time and over $208 which is due back to me, FOR ABSOLUTELY NOTHING. I have received no services from this slapstick company, they lied to me and took my money. Now I have to wait a whole nother week for my own money to be returned to me. I will ALWAYS tell everyone to stay away from this lying, thieving, POS company.
2 years ago
Reply from EarthLink Internet
Hello, I believe we spoke yesterday. My name is Nelson with EarthLink's Executive Relations Team. Again I apologize this has been your experience with our Wireless Home Internet, this is out of the normal for our product to not operate upon receiving it and for that we apologize. We do issue refunds on a case by case basis and we're glad to inform you that we have issued your money back to you. Our Wireless Home Internet can be impacted by many mitigating factors that are simply out of our control, we're deeply sorry that our product didn't perform for you. Should you need anything else please feel free to reach back out to us anytime, we'd be more than happy to help!
Aug. 5th, 2022
Earthlink Sucks Sacramento, CA
I Gave Them One Star Only Because There Was No Lower Option For Rating. Remember When The Internet First Came Out And You Could Only Get Dial Up, And How Agonizingly Slow It Was? Earthlink Is Worse Than That! I Paid $80.00 Just To Have Them Activate My Service With Them, Then Had To Pay Them An Additional $80.00 For The Plan In Order To Get On The Internet. The Plan Was For 50gigabites Of Data For $80.00, And When I Used Up That Data, My Internet Would Be Throttled Down, But Supposedly I Would Still Be Able To Get On The Internet At A Slower Speed. Before I Had Even Used All Of My 50 Gigs Of Data, They Throttled Me Down To Where I Could Not Get On, And Told Me I Needed To Purchase More Data Time. I Still Haven't Used All Of My Original Data, And I Can't Even Get On Most Sites, So I Tried This Review Site, And I'm Glad I Could Get On Here To Warn Everyone Against Going With Earthlink. They Suck! They Suck Worse Than Suck!
2 years ago
Reply from EarthLink Internet
We strive to provide the best customer experience, and it's clear we've fell short of that. We apologize this has been your experience. The plan you've signed up on, which is our 50GB Wireless Home Internet Plan. That's the lowest plan we offer in our Wireless plans, and with all of our Wireless Home Internet plans we recommend only using it for activities such as to Browse Social media, Viewing/Sending emails, Online shopping, Occasional streaming, and browsing the internet. If you're performing any other activities on this device, then that is likely the cause of reaching your data limit. These plans are also not truly unlimited, once your data limit has been reached the device is throttled down to a speed that is not very substantial. Please reach out to us if you have anymore questions or concerns, we'd love to help!
Jul. 27th, 2022
Mountainlife4sure Lafayette, CO
This is the worst internet experience I have ever had. I have never been involved with a company that does not care about their customers. They lie to you. They say their sorry as if that helps after they have totally screwed up your life. Seriously ordered internet on the 7th of July 2022. They do not have their own installers or techs so the install date was set for the 22. They do not give you an installation date until after you pay them. So you do not know when or what year you will actually receive service. On the 22 no one showed up. I was lied to multiple times on a so called recorded line. Said tech was finishing a job and was 35 minutes away. Never showed. Then when I called back they told me installation department was closed so wait till Monday. Now people in my home work from home and full time students. This was explained to these people before I ordered internet. Now they are saying I have to wait till Aug 2nd between 8 and 5 which is a whole freaking work day. The tech might not even show up as he did not the first time. And get this. Customer service says yes I understand but this is what I can do. You have to wait. Total freaking shame how this company treats the customers. No compensation for wasting your time or playing with your job, school, etc. The correct thing to do was be HONEST and transparent so I get what I NEED. not gain a customer to treat like s@#t. Then they tell you there is no one to complain to. You just got to bend over and take it up the hoo haw. I am so utterly dissatisfied, hurt, frustrated and seeking immediate counsel. This service deserves a negative 5 stars and I have recorded conversations where I have been lied to repeatedly. And have kept a record of all interactions. If I clear my day in this economy again and waste a full day not generating any revenue.... Sad excuse for humans behind that phone. They can only do what they are trained to do. So clearly they where trained to treat customers like they are not the reason their checks get signed. I wonder what the core values of EarthLink are?
Sketchy to say the least. Heartless to say the most. I think they should take into consideration that not everyone needs internet just to watch YouTube videos or freaking game. Some hard working Americans need the internet to survive. You know a life line to all things profitable. Just disgusting
2 years ago
Reply from EarthLink Internet
Hello- We here at EarthLink strive to make sure that our customer's are taken care of and have the best service experience, so we apologize for the delays that you have had to endure. We want to look further at this matter so that we can give you a the best resolution as well as your internet up and running. I am going to send you a private message so that we can look at your account further.
Jul. 26th, 2022
Danitza grimes bowman Hermitage, TN
Unfortunately, I've had to call EarthLink about my internet several calls recently. Each Earthlink rep has been courteous and helpful although unsuccessful in fixing the problem. However the CSR today 7/13/22 was a different story. This rep seemed more interested in passing my issue along to an add-on service at an additional charge of course.
2 years ago
Reply from EarthLink Internet
Hello Danitza,
So that I can assist you better could you please give me your phone number, email address, or account number so that I look at your account. If you do not mind could you also give me some detail as to what the issue is. Thank you.
So that I can assist you better could you please give me your phone number, email address, or account number so that I look at your account. If you do not mind could you also give me some detail as to what the issue is. Thank you.
Jul. 13th, 2022
big Daddy Kingsland, TX
It begrudgingly give EarthLink only one star only because they didn't offer anything lower .their claim of being wireless internet service is extremely misleading .Now being honest they say I'd get around 100 .I did a speed test it averaged a pathetic .035 to a pathtic 1.8 out of a 100.00 so most of time so got nothing but a buffering wheel because of no power I called several times to get a run around .I did everything they asked and said to end up getting no service so after two days of talking to their idiot techs who obviously didn't have a clue to even wipe their own rumps much less fix anything .we asked for refund and them they said they where keeping most of it because of set up cost .Now fact here's the set up "you do " yourself not them . you simply plug it into the wall .Now charge you $85.00 for doing the setup you did .I got with my bank and they are fixing it because EarthLink is total scam .they know it doesn't work but they try to keep your money anyway .my bank handled these con artist .so if you have s half a brain avoid this slick internet scam or you'll get the shaft as well by these scam artists .you have now been warned if you go ahead then they'll try to make you eat it and some do sadly which is how they win by stealing money from you because These con artist know some people won't try to fight them .this is how they get away with theft of services for a living .they are dispicable.
2 years ago
Tanzia Mclendon GA
So my internet was disconnected do to none payment, make a payment soon as I get back into town and see that it’s off. I was told 24hr before my service will able to used again, 24 hours come no service still, then I speak with another supervisor the next day and then I was told 48 hours. Then the supervisor Joshua, Marcus, and then a agent named Megan and Pamala all tell me different things I’ve missed 2 days of work, I been working from home since 2013. I was then reassured that by 12 am my service will be on. Well I’m up at 5:34am Est time in Atlanta Ga, and guess what still no internet so I’m about to miss another days work, not to mention I have kids and no one can use there devices and there out for the summer so you can imagine what my house is like, I’ve found myself for 2days now out spending more money just so I can keep the kids entertained for hours so I won’t hear little ppl and teenagers arguing all day. My husband is pissed because he been told me to leave this company look what I get for not doing so. Hopefully by 9am Est time my service will be on agin and I can then make up my work and send out ppl payroll that my coworkers had to do for me because I wasn’t able to perform my own work duties. Like it’s 2022 who in the hell is waiting 24hr to 48 hrs for your internet service to connect its not 1999 or even 2001 it’s 2022. We have 5G. I’ve been here a year now, looking to move on. An another thing I rather have my services that to wave a $25 fee, when you all have cost me $500 off of my check. I still lose at this point. And I want to speak with someone in America stop sending me to South Africa what can they do for me over here apparently nothing because I have gotten nothing for the pass few days. If the EarthLink office is open in Atlanta Ga today I’m going to go have a chat with them.
2 years ago
Stephanie Helton Knoxville, TN
Where do I begin. We took out service on April 25, 2022. First did the 50 GB package which within less than a week had reached almost the entire amount with only using the internet for our Firestick that is only used at night. We could not connect our phones to the internet because it would cause the TV to buffer so it was not because we had multiple devices connected. Before 3 weeks we had to up our package to the 100 GB and would have had to up again before the end of the month but used our phones hotspot instead. I cancelled on May 24, received my cancellation number and tracking information for the label they were sending by UPS for me to send my router back. On May 31, 2022, UPS's website was still saying the "label was created" but not received by UPS. I called back to Earthlink on May 31, 2022 to get a new label sent. The lady kept me on hold forever, plus they are definitely not in the US because I have yet to get one person that speaks good English. I just checked again, and just like last time, the routing number that they provided under my Earthlink App says it is in transit just like the May 24, 2022 one states but when I go to UPS's website it yet again states "label created" not received yet. It clearly states that if the router is not received within 30 days of cancellation that you are charged $200.00. I asked the lady on the 31st what happens when another week goes by and I still have not received the label and she informed me to just keep calling in and they will make notes. I have a great idea, you have my email, how about you email the labels to customers. They don't want to do that because then they cannot have a reason to try and charge you $200.00 for not returning the router when it is clearly their end. I will NEVER RECOMMEND Earthlink to anyone. And when I tried to cancel, the guy tried to lower my price by $40.00. Are you freaking kidding me? You just ran me up to $100.00 for 100 GB in less than a month and you can discount my monthly by $40.00. Unbelievable. Seems to me that someone needs to bring a class action against Earthlink for misrepresentation.
2 years ago
Reply from EarthLink Internet
We apologize that your experience with Earthlink wasn't up to par, we strive to provide the best customer experience so it saddens us that you had such a difficult time. We will take this feedback into account and use it for future training purposes. Please reach out to us so that we may have a better understanding in helping you find some sort of resolve in this matter. Thank you for all of your patience Stephanie.
Jul. 12th, 2022
Unapologetic WASP Covington, LA
Awful service and unwilling to help. I would go so far as to claim fraud. I signed up for Earthlink but the internet doesn't work. I am in the swamplands of Louisiana. My cell barely works either. I have to drive into town to download and often I can't even connect at my home. I wanted to switch to AT&T so that I can get reliable internet. When I called I was told that I would be required to pay a $200 fee because I was locked into a year contract. I was never told anything about a contract. No agent ever mentioned that when I signed up. They told me that it would have been in the welcome package I was sent. That welcome package came after I had signed up. I was not notified of this by the CSR, so that to me is fraud. Companies know that very few people read contracts. That's just reality. I was also told that because I never called to complain about the service, the $200 charge is valid! Why would I have called? They can't fix the crappy service in the backwoods of Louisiana! I called my cell phone provider on several occasions and they couldn't improve my service. To prove my point, the call dropped 3 times while I was on the phone with Earthlink, and my voice cut out about a dozen times. That's how bad service is out here in the boonies! I wasted an hour and a half on the phone with them and they refused to lower or cancel the $200 fee. I will scream to everyone I know in person and online not to deal with this company.
2 years ago
Reply from EarthLink Internet
Thanks for sharing your experience. We apologize if there was a miscommunication at sign up, and we'll take this feedback and share it with our team for training purposes. We're also sending you a private message on here if you'd like to speak with someone from our Executive Relations team (a higher level of support) to see if there's anything we can do to help from here. Again, please accept our apologies.
May. 25th, 2022
Aisha Harris Stockbridge, GA
I am agreeing with everyone on here, I swear I have experienced the same issues in each one of these complaints. But most of all the customer service is awful! I spoke with a representative yesterday because I’m never charged the price I was quoted in the beginning, my bill continues to go up every month and I’m ALWAYS having to call them to find out why! I also explained to her that I do not like the fact that I get billed the same day they charge my card, why not bill me a few days before so I would know how much my bill is BEFORE you charge me! Especially since my monthly bill is NEVER what they say it is. I am not using them in the near future even if I have to pay the 200 to cancel.
2 years ago
Reply from EarthLink Internet
Thank you for being an EarthLink customer, Aisha. We'd like to provide you with the contact information for our Executive Relations Team, a higher tier of customer service, to see how they can help in the future. Please call 866-273-1238 and enter PIN 5842 throughout the month of May to speak with them. They are available from 9:00 a.m. - 6:00 p.m. Monday through Friday.
May. 16th, 2022
Jonathan Najman Houston, TX
Earthlink has been horrific. I do not recommend this service to ANYONE. Internet is set up by AT&T but you are not a real AT&T customer. As such, you are marginalized by AT&T and sent around in circles by EarthLink. This is especially evident when my WiFi went out for 34 days. Despite calling nearly every day, I received the same response and the same empty promises from EarthLink. Eventually 14 days into my month of no internet, EarthLink told me to stop calling them as they do not have any more information for me. Of course I tried calling AT&T and they could not help me as you are not a real customer of AT&T. Finally, 34 days after my WiFi went out, a technician came to my house and fixed the problem. While here, they also reported to me that despite what I was told I would be paying for (AT&T Fiber), my AT&T copper was back online. EarthLink does not use AT&T Fiber, they use AT&T copper, which is much slower. Finally, after more than a month of internet that I was charged for but did not receive, I was told I would not have to pay anything the next month. However, what do you know I was indeed charged again. EarthLink lies about everything. They lie about what internet services they provide; they lie about the help they will give; the lie about the refunds they give. This is a horrible provider and I strongly recommend to anyone thinking about using this provider, DON’T. RUN FOR HILLS.
2 years ago
Reply from EarthLink Internet
Thank you for being an EarthLink customer. We'd like to provide you with the contact information for our Executive Relations Team, a higher tier of customer service, to see how they can help in the future. Please call 866-273-1238 and enter PIN 5842 throughout the month of May to speak with them. They are available from 9:00 a.m. - 6:00 p.m. Monday through Friday.
May. 16th, 2022
Greg Oppenheim Sun City, CA
At first I rather liked Earthlink. AT&T Didn't provide service to my area so I went with earthlink but when they installed it was all AT&T equipment on an AT&T network.. Then I moved And I asked him to transfer my service, They Check the area and said they did service it reset and could even get me a faster connection then what I had previously. Afterabout a dozen attempts to get my service connected over the next month and a half, they finally said they couldn't service me.
Fast forward 6 months later they're still charging me for services not rendered.
Every time I call, speak to the first person fine but after they transfer me s they start saying I can't hear you until eventually either they or you hang up
2 years ago
Reply from EarthLink Internet
Thank you for being an EarthLink customer, Greg. We'd like to connect you with our Executive Relations Team, a higher tier of customer service, to see how they can help. Please call 866-273-1238 and enter PIN 5842 to speak with them. They are available from 9:00 a.m. - 6:00 p.m. Monday through Friday.
May. 12th, 2022
Kevin Lee Ariss, ON
Do never ever be client with this unprofessional and bad company.
I call to have internet because saw a webpage under the logo of Att&t. Called for I ternet service. The agent told me was att&t.
But strange I got many email from earthlink... and I called to cancel. The agent try to convince me to stay and I sais please cancel it.
She then transfered me to a superviseur and she offered me free instalation and 1 month free try. I did accept and have to wait for the technitien to call me 24 to 48 hours.
Few days after called to know when the technitien will pass.... and Joseph a superviseur said have to wait the 48 hours end and HE personally will call me to confirme when the thecnitien will come home. He try to sell me IDENTITY PROTECTION OF 9.95$ MONTHLY. I refuse and ge voice and attitude got angry.
He never called me back... but a lady salle me and told me she was from att&t and I need to wait home from 8am to 10 pm the next days. She then said I eligible for 2 PROMOTION! 1 SOLAR PANRL SYSTEME AND SECURITY HOME SYSTEME.
I got a quotation from a comoagny that not seems legal at all and profesional to my email. I told the agent will contact him if I want it. He seems also not happy. They try to convince you to buy it. Telling how good and how much money will save etc etc...
The next day I was waiting full day for att&t technitien to come home and never come!! I called earthlink and a Spanish lady Alexa told me my account was cancelled!!! She said I did called e times to cancelled it. TOTALY FALSE!
I told her I want and need all detailed of when and name of agent I spoke to. Because that not true. She refuse I told her is my right and also she is been recorded.. she get angry agressive and hang up the phone!
I called again and spoke with 3 more agents because each time they make me explain in detailed and hang up on me! Is INCREDIBLE. WORST THEN A NIGTHMARE. Some one must put a note in my file and all agent just block me and hang up the phone.
Be ware with this FAKE company that make false promise and also sell your date information to others compagnie that try to sell you all sorte of things. That illegal because don't have our agreement. Be careful with your ID information. This comoagny give me the worst experience ever. They pit fake advertising to cheat people and make then believe they are calling att&t or all others using they logo and putting they own numbers.
I do have all recorded and send and email to them that I want an apologize and explanation from a superviseur all records was sent and never ever they answer me.
This is so serious and disturbing that must be make public for all citizen to not get cheated.
2 years ago
Reply from EarthLink Internet
Kevin, we're so sorry about your experience. We'd like to see if there's something more that we can do to help, so we'll send you the contact information for out Tier 3 Support (a higher level of support) through a private message. We'd like to see if we can make this right for you. In the meantime, thanks for your feedback, and we'll use it for future training.
Apr. 11th, 2022
Vy Cao Bristol, TN
I have a internet service from
EarthLink and recently the internet went out for the whole weekend, they sent out the technician on Monday and they told
Me the modern was bad need to replace new one from EarthLink unless we want quicker way we can get our own one from store . And we did Get one from Best Buy but nothing work , still no internet and I try to called EarthLink back so so many time and asked for help to fit the internet so our family can use for work and school but they are very rude and so unprofessional, they put me on hold all day and disconnected the phone call and I have to called back and go through the problems again and again and they said call me back after 10 or 15 mins after they try to contacting with their team but nothing is going on. No one call back and next day I called them again and the same thing is happen and after that they require the code of modern but I was already on the way to work , they should ask me that since yesterday. Sooo , still no internet and nothing is help . They charge my money monthly and when internet is broken not working , they don’t care and been rude ! I don’t recommend this company with anyone else and I will switch to different one . Don’t use them 😡😡😡
2 years ago
Reply from EarthLink Internet
Vy, we're very sorry that you've been experiencing trouble with your service and understand how frustrating it can be when you don't have internet for work and/or school. Let's connect you with our Executive Relations Team — they'll be happy to do some further troubleshooting and help you get back online! We'll send you their contact information in a private message. If we can assist with anything further, please let us know.
Feb. 16th, 2022
Ronald G Spring Valley, CA
I live in an apartment complex in San Diego. I called every internet provider searching for fiber optic, AT&T included. I was told by every company that they could not give me fiber optic because of where I live (the apartment complex is the issue). When I called EarthLink and gave them my address, apartment number included, the sales rep informed me they could give me fiber optic and increase my speeds and connection. That is the only reason I paid for them to install their equipment, with the idea that I would be getting fiber optic. Come day of installation I discover it's an AT&T technician installing my equipment because EarthLink piggy-backs off of their fiber optic cable. When I asked the installing technician why I couldn't get fiber optic direct from AT&T he told me it's because there is no fiber optic connection to this complex, and the connection he was giving me was not fiber optic, but fiber based because he was attaching a copper line to the fiber optic line. 24 hours after my install I called into EarthLink customer service ready to cancel because the service was even worse than what I had before. After being on the phone for an hour while they ran diagnostic and latency tests I was told they would have to send a technician out to see why I wasn't receiving the service I was promised. When the technician came out, 7 total days after my install, he informed me that they couldn't provide me with fiber optic because of where I lived. This was another AT&T technician, the people whose service lines and equipment EarthLink is piggy-backing off of. When I called to cancel the service and request a full refund I was told they couldn't refund my installation fee because, in their eyes, they were providing a fiber based service so they did live up to their promise, even though my connection and speeds were even worse than before I had their service and that wouldn't be the case if they had provided me with an actual fiber optic connection. That's like running 240 volts to a building, then stepping it down so the house can only handle 120 volts. Yes you had the better amount running TO the building, but once there you used a connection that would only allow it to run a smaller amount. I know the sales rep was just going off of what their system showed, I don't believe anyone gave me misleading information purposefully, but what I don't understand is how they won't refund me when the only reason I paid for the install was with the understanding I was getting fiber optic connection and not fiber based connections that actually performed worse. Ridiculous
2 years ago
Reply from EarthLink Internet
Ronald, we're so sorry about your experience. A refund of the installation fee has been processed back to the card we have on file for your account. It may take up to 3 days to appear based on your card provider, but please let us know if you have any issue. Thank you again for reaching out, and sharing your feedback.
Feb. 14th, 2022
Michael Surber Memphis, TN
The internet is good but that's because mine runs through CenturyLink but EarthLink has horrible customer support I can't get them to get my internet fixed even though my bill is paid. The customer service guy I talked to was rude and kept interrupting me so I had to get loud with him. I do not recommend going through them especially because they have a contract and if you cancel early you have to pay a $200 fee. They are not worth it don't go through them!!!
2 years ago
Reply from EarthLink Internet
Thank you for taking the time to share your feedback, and we’re truly sorry for your encounter. We’ve passed your comments along to our team so we can focus on improving these areas of our customer service experience. Thanks again for leaving a review.
Feb. 9th, 2022
Robert Wright Louisville, KY
When I was searching for a reliable option for internet versus the woeful service I had from ATT, I spoke with an EarthLink Rep. This Rep asked a few questions about use and devices I would be using; once answered he advised that EarthLink would have “no problems” handling my demand, even with my kids on remote learning and my wife workout from home! He explained that their service is reliable at 24 up/down; and that I would experience no problems. This blatant lie never came to fruition; my kids experienced problems being able to stay connected during school; latency and other problems plagued my kids ability to effectively learn. My wife suffered from the same issues which caused problems with her job. When I complained about it, I was met with initially denial then some truth leaked out about their up/down capabilities. Ultimately they blamed all on bad equipment which was outdated; they never told me they used ATT equipment and lines. These were the clowns I was trying to get away from because of their poor service! Ultimately a Tech was dispatched who said the equipment should have never been installed because of its outdated nature. Finally this tech told me the truth about EarthLink; they could never get you above a “2” on the “up” side! Repeated conversations with EarthLink revealed the truth about them and it’s not good! They are horrible at customer support and worse at service and customer experience! I would never choose them If I knew I’d be lied to, to merely get a sale! Horrible and the worst of them all across the board! FACTS
2 years ago
Reply from EarthLink Internet
We’re very sorry for your experience Robert. We strive to provide our customers with the most accurate information to help them when choosing a service plan, but we really missed the mark, and we apologize. Thanks so much for your feedback, and if we can assist you with anything else, please let us know.
Feb. 3rd, 2022
Cynthia Williams
I have NEVER left a bad review but the experience with Earthlink was so horrendous that I had to warn people. Whatever installation date they tell you when you are talking to the salesman that signs you up , disregard. I specifically asked how long before installation and was told two days. This was important because I was leaving town in two weeks not to return for two months. Well , the installation when I could finally get them to return my calls was not until a week AFTER I left. So I asked them to just cancel my order. I was then switched to their polite “harrasser”. This woman would not listen to me but just tried for 20 minutes to change my mind. Even yelling at her to stop did not phase her. Finally she relented but kept saying “it hurts me to lose a good customer”. How can I be a good customer if the service hasn’t even been installed? She said she would have to put me on a five to seven minute hold to get my cancelation number. After five minutes she comes on, doesn’t give me a cancelation number and tries to convince me not to cancel AGAIN. She tells ne I have to hold for another 5-7 minutes. It was 10 minutes later she came on and tried to convince me again. I asked for the managee and she was the manager! I demanded the cancelation number, finally received it and she tried again to entice me with a $20 discount for two months. I hung up since with the cancelation number I have proof that I canceled.
2 years ago
Reply from EarthLink Internet
Cynthia, we apologize for your experience. We aim to be friendly and helpful during the sign up process, but it appears we missed the mark in this case, and we’re truly sorry. If there’s anything we can do to change your mind or assist with anything else, please contact our Executive Relations team (we’ll share their contact info in a private message). Thank you for sharing your feedback.
Jan. 27th, 2022
