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EarthLink Internet

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3.0

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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

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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

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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 Ultimately they blamed all on bad equipment which was outdated; they never told me they used ATT equipment and lines.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 Ultimately a Tech was dispatched who said the equipment should have never been installed because of its outdated nature.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

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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

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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

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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

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Susan Walker St Louis, MO

EarthLink is one of the most unethical companies I've ever encountered. My contract was due and I agreed to renew for another year at the same rate of $ 55-56 a month. I moved to a different apartment complex in January of 2022. I was told that the service level would be diminished due to it not being on fiber and in addition the rate would go up to approximately $69 a month. I had agreed if I could pay the same rate as I did in 2021 but I would extend for another year. I have been going round and round with their customer service as poor as it is to understand why I'm being billed approximately $89 as of January 14th. I'm not getting an answer. It took me 40 minutes and I on the phone with the service rep and I finally asked to speak to management. Rather than transferring you after a legitimate request to speak to a manager the earthlink support people put you on hold forever you never get to speak to a manager. This last call I was on hold for 20 minutes and finally hung up that was after going around and around with service rep for 40 minutes. This is all regarding the internet service. Based on my experience with EarthLink mobile I would run run as fast as you can away from that.

2 years ago Edited January 20, 2022

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Reply from EarthLink Internet

Susan, we apologize for the trouble you’ve experienced with your account. We’d like to help you get some clarity on the changes to your service after your move. If you like, please call our customer support team (we’ll share their contact info in a private message), and they’ll be happy to answer any questions you may have.

Jan. 20th, 2022

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Selena Hotard Pensacola, FL

Earthlink is by far worst internet provider possible. I really hoped it would give me an option for no star or a half a star(that's being modest) They are a third party internet service which is serviced by AT&T, they won't tell you that, you'll figure that out on the day the technicians arive at your house to set up the service. They have very poor customer service and they lie beyond what I can put into words at the moment. I would recommend this service to my worst enemy. They are the most scrupulous company I have ever dealt with. They're constantly trying to cover their tracks and give you a free month of service and yada, yada this excuse and so on and so forth, all just to keep customers that they are now losing at an alarming rate. I canceled my service's due to the fact that they couldn't get a technician out her to fix my problem, but rather make matters worse by disconnecting my line completely then telling me they can't get another technician out here for another 5 days, after I just had internet and the cause of me not having internet is their technician (or AT&Ts) none the less, they still couldn't make it right and wanted to give me now two months free of their crappy service, but as soon as I cancel my services because I can't deal with the constant inconvenience of not having internet for the services I pay for, they have the nerve to say charge me 75$ for a early disconnect fee; when they say this month is free and the next would be too, but I cancelled within 14 days of my contract ending. I received no email confirmation of my cancellation nor the fact that they are charging $75 That's so very professional!! Yes, you're bound by a contract, no matter if they can provide you with the said service they have render or not. They suck so bad, I'd rather have no internet than deal with this company ever again.

2 years ago

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Reply from EarthLink Internet

We're very sorry for the trouble you experienced with your service, Selena. We understand that going without internet is frustrating and inconvenient, and we do our best to address issues and get it fixed as soon as possible. We apologize that we weren't able to address it quicker in this case. If there's anything we can do to change your mind about cancelling, or if you'd like to check on the status of your cancellation, don't hesitate to reach out to our Executive Relations team (we sent you a message with their contact info). Thank you.

Jan. 13th, 2022

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fidel rodriguez Frisco, TX

I spoke with a rep about getting 1 gig fiber internet and was told i was going to have a dedicated line and an installation fee of $80 to get it installed , att installer comes out and installs the internet and says that fiber is not available in my area and left me with 18megs, i call earthlink and let them know what I was told and they tell me that the sales rep made a mistake that fiber is not available in my area, so i asked for a refund because i did not get what i paid for and was told that i recieved "fiber based" internet and that i could not get a refund, this place is a scam ppl stay away

2 years ago

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Reply from EarthLink Internet

We sincerely apologize for your experience and the frustration it’s caused, Fidel. Our Executive Relations Team will be happy to look into this further and see what they can do to help — we sent you a direct message with their contact info. If we can help with anything further, please reach out to us at 888-327-8454.

Jan. 7th, 2022

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Joshua Hail Spokane, WA

Wish I also could give 0 stars. 3 days later, 54 phones calls from management to customer service agents. Install from third party vendor who is CENTURY LINK, no call - no show three times. Promised an install from a supervisor on 12/13. Phone call today 12/9 said the had pushed it back to 12/21. This is the date they gave me after the “made the installation priority”. After reading everyone else’s problems, it’s time to stop outsourcing your installs to third party vendors. If you are reading this, check on CENTURY LINK OR OTHER VENDORS IN YOUR AREA -more than likely it’s one of them doing the installation. I turned them into BBB and the state BBB as well. I encourage you to do the same.

2 years ago

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Reply from EarthLink Internet

Joshua, we apologize for your experience and for the multiple delays. We do our best to schedule installations in a reasonable time frame, but we came up short in this case, and we’re sorry. We’d like to take a deeper look and see if there’s anything further we can do. If you’d like, please call our Executive Relations Team — we’ve shared their contact info in a direct message.

Dec. 14th, 2021

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Vi Baltimore, MD

Poor customer service, too high prices and slow to almost non-existent internet service. 5 years with this company as a consumer and every year their quality (what little of it there is) just seems to continue to go downhill. If it wasn't for financially instability, I would've switched to Comcast a long time ago. Last night my internet simply stopped connecting around 1am, only for it to start working properly again when I turned my modem back on at 12:10pm the next afternoon. I really shouldn't have used the terms, "working properly", because even while doing work online, there will be moments where pages don't load, pictures don't upload, Youtube videos stop mid play and I have to resubmit things more than once. I highly doubt this is the bottom and Earthlink will only rise like a phoenix from here. They're just happy to be getting paid for half arse service.

2 years ago

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Reply from EarthLink Internet

Hello, Vi. We’re sorry that you experienced issues with your internet connection and for the frustration it caused. We’d like to help! Call us at 888-327-8454. Our customer support team will be happy to troubleshoot the issue and get things running smoothly again.

Nov. 22nd, 2021

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Dena Lenexa, KS

They do not act in a fair manner when it comes to fees and equipment. Since the modem is considered disposable they are able to charge you $80 to move to another house AND restart your contract. Their website does not say what cancellation fees are so they can charge whatever they want up to $200. I moved six months after signing up with them, I was told by text AFTER my account was billed they were taking 79.95 out. Then by text told when they would move me they refuse to speak with me to know my move date. I determined to cancel my service I was told it would cost $200.00 AND they would waive the cancellation fee for my new address that was not yet active. It will also take 3-10 days to to actual turn the switch to disconnect my service and they do not want the modem back. The 8.95 a month(107.40 a year for every customer) is labeled modem rental but it is so they can not charge service fee IF a service call is needed. They were sued in 2005 for similar actions and settled for millions. This company acts in a bait and switch method. Stay away!

2 years ago

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Ed Walsh Shreveport, LA

The only thing Earthlink can get write is charging my credit card. I finally get a phone call that a service tech is coming to install my internet. The only problem is the call came 2 hours after the tech had already showed up and installed it. Fortunately, someone was home. But the tech could not get the internet functioning because he could not reach anyone at the company to register it. I spent 2 additional hours online and on the phone trying to register. Online representatives don't have the proper programs to register or cancel your account. You have to call the customer service line. The customer service line just rings and rings and rings, until you get a busy signal. What a mistake signing up for this!

2 years ago

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mac Macedon, NY

I had no internet service for a week. Called to get it fixed, my autopay credit card number expired. I paid the balance and was told it would take 3 weeks to reinstate my service. I told them that was too long to wait and cancelled my service and got Spectrum internet the next day. Although I cancelled my service they continued to bill me. They made no effort to repair my service. They kept charging me even though they were not providing any service to my home. I just realized today they are still charging my credit card. I had to cancel it again today-this time was sure to get a cancellation number. They will not refund my payments although I cancelled over a month ago and I had no service. Really sad because I was with them for around 10 years and would have stayed a customer.

2 years ago

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Ian Maertens Murray, KY

This place is a the epitome of a clown car operation. Absolutely horrible. I was in the process of moving from Minnesota to Kentucky and called to set up installation in KY. I called on a Wednesday, and they scheduled the install for Friday afternoon (2 days later), which was also the day we were closing on our new house. I get a call on Friday morning, from an AT&T tech, that was contracted to do the install. I told him my appointment wasn’t until the afternoon and he said he would do some pre-work outside and then come back. He came back to install the modem but it was while the sellers still had possession of the house, as we had still not completed closing. He left and we never got internet installed that day. I call on Monday to figure out what happened, and the customer service rep got really weird. He told me there was a help ticket created by the install tech and that the tech couldn’t install the modem because the cable outside wasn’t buried yet. I told him that I had never heard of that before and that the tech said he was doing work on the cable when he was there Friday morning. The rep said NO, that the guy was only contracted to work inside. So my next question was WHY did you send a guy to my house to only install the modem, when he CANT install the modem until the cable is buried. The guy started in on how he thought the tech was probably just lazy and didn’t want to do the install, he called the help ticket an “unlawful” ticket at one point. He then “confided” in me that the cable doesn’t really need to be buried to install the modem, it’s just a best practice. He changed his story and reasons multiple times over our 30 minute call. He then tells me that they can’t come and install until Wednesday, 2 days away. I told him that doesn’t work, because my wife works from home and every day we don’t have internet means she needs to take vacation or try to work from a public place. Not fun in the covid era and also a lot of places won’t let you camp out on their internet for 8 hours. He says that’s the best he can do. I ask for a manager. The manager comes on says she can’t get me scheduled any faster but that she will refund my $80 install/initiation fee. She confirms my appointment for Wednesday between 8am and 12pm. I get a text on Tuesday afternoon from EarthLink saying my install would be delayed due to a help ticket created by their facilities team. I immediately call and talk to a rep who put me on hold for 20 minutes while she talked to the facilities team. She said that she didn’t know why, but as long as the ticket was open, they couldn’t install my internet. I said that wasn’t good enough and that I had just spoken to a rep and a manager yesterday who both confirmed my install appointment. She paused and then said that she did see my appt and the notes put there by the manager and prior rep. She said don’t worry, the tech will be there. I asked about the ticket, and she said she would clear it from the system. Now it’s Wednesday at 10:15am and we haven’t heard anything from the tech. My wife calls and tells the rep she’s talking to about our appt and all of our issues so far. The rep is not super helpful but does tell us that a tech isn’t coming because there is a ....... freaking help ticket from the facilities department! She asks if we want to reschedule? Nope! We want a manager, now. We want to cancel our service and we want it done immediately. She immediately put my wife on hold. After 45 minutes on hold, I call from my phone and get connected to a new rep. I explain the situation to him and tell him that if there is not a tech at our house by 12pm, we are canceling our service. He asked for 20 minutes to figure out what was going on and that he would call me back. My wife finally hung up after being on hold for 70 minutes. To his credit, the rep did call me back. He said that unfortunately they weren’t going to be able to get a tech to us until 10 days later. Why? Because the cable at our house needed to be re-run. I had ordered 1gb fiber optic internet and the house was currently only ran for 300mb. At no point in the process, prior to this guy taking 20 minutes to find out, did anyone from Earth Link figure this out. He literally begged me not to cancel and offered me tons of credits and incentives to stay. I asked if it counted against him if I canceled while he was my rep, and he didn’t directly say yes, but he heavily inferred it and mentioned that was probably why my wife was put on hold for so long, because that rep didn’t want a cancellation on her record. So let’s summarize. My wife and I spent a total of 10 hours on the phone with these clowns, had our install appt missed twice, had our appt rescheduled twice, had our connection fee refunded due to their incompetence, and had a random cable left lying in our yard. But not for one second were we ever supplied with the internet we ordered. Would rate 0 stars if possible.

2 years ago

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Bob L Reading, MA

Impossible to get assistance - just get the run around from uninformed call center employees. Earthlink's webmail user interface broke this week! Windows 10 PC, Chrome and Firefox browsers. Unable to open more than one email at a time. If I right click on an email link to view it in a new tab screen, it loads the Webmail login page in the new tab! That means can not view or open the Inbox and Sent mail at the same time, nor perform multiple normal email actions. The screen text is now truncated, directory folder icons are missing, outline boxes appear around the directory labels. The link URLs do not resolve properly and do not display properly in the status line. There are more problems. Earthlink reps are clueless. They have blown off my numerous requests to escalate to tech support. WARNING : if you contact 'live chat' or telephone call center, the rep will immediately ask to connect remotely into your computer and manipulate your system. NEVER ALLOW THAT! This gives them access to EVERYTHING on your machine. Anything they intend to do is trivial and they should walk you through it. Never follow their instructions blindly. Make them explain their intention in complete detail. They often give bad information. I only keep Earthlink for my long-standing email account, but it is now broken!

2 years ago Edited September 14, 2021

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CeeTee Thomas Houston, TX

I am usually not the one who gets on websites to write reviews. However I can’t even put into words how poor this service is. They cut my internet off by mistake, then it took 6 days to get it back on when I paid my Bill on time. Their agents are like robots. They sound like they speak directly from a queue and have zero interpersonal skills. I wouldn’t recommend this place to anyone. They are expensive, the hold times are absurd, and they do not have the best speeds. I’m speaking from experience, I’m just being honest. I would not want anyone who pays their hard earned dollar to sign up here.

3 years ago

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AB Denver, CO

I moved from Florida to Colorado. I called Centurylink and was informed they could not get a tech out for a week, so I called EarthLink instead. The salesperson said they could get a tech out much faster, before CenturyLink could, and that they could get better speeds than CenturyLink. Then at the end of the call he informs me that they have to dispatch a CenturyLink tech to do the connection, but that won't affect the service time. So a week goes by, after charging me the activation fee, and a CenturyLink tech shows up, tries to install, then says the 20mbps speed we purchased will not be available, that best we can get is 10mbps. And then he said he wouldn't be able to complete the installation today. So EarthLink sold me a CenturyLink account that could not even match the speeds offered, and could not get a tech out faster than CenturyLink, and yet the salesperson at best was misinformed and at worst was highly disingenuous. Making any promises just to make the sale and then outsourcing all the work to CenturyLink which was cheaper in the first place and had the same lead time anyways. BAD BUSINESS!!!!!! I cancelled EarthLink, luckily got refunded after bouncing around to department after department, and instead am getting T-Mobile internet. Great job!

3 years ago

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Carolina Martinez Las Vegas, NV

Hi I made a contract with EarthLink and now I want to take back I call 📞 sent email in the chat every single form of contact yes he come one day and say the time for update it’s almost the same midnight so in the time it’s updating you no have service what !!! Yes I know in midnight I watch movies and I don’t have internet so I was thinking why I have to pay my full payment when I don have my full month with the service I pay already for I’m so mad 😡 it’s not a week full of my internet no a single day varies the hours but the same NOT INTERNET. Some body tell me if I can complain and cancel my service it’s too expensive for nothing and I stick whit this service for the 2 years of nightmare contract with EarthLink.

3 years ago

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himeros Miamisburg, OH

i am retired and a little behind with tech, however i am now streaming all tv i gave up cable. who has not stopped charging me full price 168. a month 4 month since i gave back the equipment. so i called earthlink, all they have where i live is 24 mbps i have 7 security cams and other wifi plus a computer and tv thiews ey said it was plenty because it was fiber i already paid the 69 install fee. they said i had a month to cancel. i read a review page before i called then figured out it was there doing then i read a bunch of reviews. now i am trying to cancel the install. but can not get a hold of them.

3 years ago

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Alex Durham, NC

8/16/19 For the last couple of weeks, ever since Earthlink tried to improve their spam blocking, most of my regular emails are going into the Known Spam folder. It took 6 days of trying with tech support before I was finally able to speak to a Level 2 and then Level 3 "executive level" help. The Level 3 was much worse than the Level 2 but neither one had any interest in helping the customer. They said all the (many) companies who are email me, whose email now goes to Known Spam, have "non-secure servers" and I was supposed to contact all of them and have them update their servers. They denied that there was ANY problem with Earthlink services. I asked for a work-around and was told there was none. I asked if Earthlink was going to find a solution and was then told "maybe next week". Which means they do actually recognize that it is a problem. Dealing with Earthlink now is a massive waste of my time. They did not care at all that I was ready to cancel my account

4 years ago

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Ingle Accident Chicago, IL

Webmail is unreliable, often strips attachments from emails. User must check sent file to confirm that emails have actually been sent. "Chat" help is a pro forma worthless service with obvious auto-replies. Chat help is obviously serving 5-10 clients at a time, giving out the same worthless bromides, like a low-level FAQ page. Spam block service is very poor with semi-legible 'warnings' when you change settings, trashing good with the bad (but trashing permanently, not putting it in trash for review). Very bush league, amateur service, they certainly can't afford proper computer engineers to provide a reliable webmail service.

4 years ago

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You Suck... Hagerstown, MD

THIS IS THE WORSE INTERNET COMPANY I HAVE EVER SEEN!!! I was at 5G and they changed me to a 3g. The service is HORRIBLE!!! It takes me 1 hr to watch a 30 mins show!!! i called almost everyday to speak with someone about my service and they keep reading from a script telling me that I was too far away from the office!! I told them that unless the office moved within the last 2 wks, I have not picked up my house and moved, so why did they downgrade me??? NOTHING HAS CHANGED!!! Not to mention, if you are a day late making your payment, they call you ATLEAST 10 x's a day!! I am in a remote area and my options for internet are very limited. If it was not for my home alarm, I would have cancelled them IMMEDIATELY!!! None of the customer service people speak english, nor do they udnerstand if you have a question!!! THE WORSE COMPANY!!! They lied about why the change in my service and when I find another company, I WILL BE CANCELLING MY SERVICE IMMEDIATELY!!! THEY SUCK!!! I would rather pay alittle more and have good service then pay less and have this kind of service!!! i would NOT reccommend anyone to get this service!!!

4 years ago

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Maria Boyle Pompano Beach, FL

If I could give them a 0 star I would. This company is the worst. in service, technology and pricing. My mother signed up with Directv for cable services and internet was part of the package with AT&T. We had no idea who Earthlink was, because we never signed any agreement with this company, nor that ever received an invoice or account information. We were paying Direct TV as agreed in the service agreement. However, after not having internet for a few days I called Direct TV and that is when they advised about this company. We called to cancel the account but their fees are extremely high so we have to stay (with the worst speed) until the remaining of the year.

5 years ago

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Pete San Jose, CA

It would be zero stars if I could give them that rating. I was an original DSL user of earthlink services. When that evolved into cable. I switched to email only, since I have had that email address for 10+ years. I've had multiple problems with billing (almost every year, they switch me from yearly to monthly when my yearly bill comes due). That's always a few chats or phone calls since they never correctly get it the first time. Usually, they double bill me instead of "switching" me back to the yearly bill. The have a horrendous problem with SPAM filtering. It's really just an exercise in frustration. I have put domains in that I do not want email from and it just blatantly doesn't work. They do not allow wild cards in their filters so trash marketers just use a domain spoof to get through. The sad part is that I have gotten SPAM with earthlink.net domain names. How can you NOT filter that. They force you to have their web mail and you are limited to 100Mb (I get 2 gigs on my free gmail email) and when the web mail fills up, they bounce back your email. Coupled with the fact their SPAM filters don't work and they require you to have web mail and web mail fills pretty quickly, you have to spend a few minutes every other day flushing your web mail account. I strongly suggest you get ANY OTHER provider than earthlink. I suspect they are just bleeding their business until it just goes away. I am moving all my logins and services (e.g. Facebook, money accounts, bank, credit cards, phone, etc.) to an alternate email account and will cancel my earthlink after this last year of service.

5 years ago

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JOSELIN Nashville, TN

I have never had any issues with this service i have had this service over a year but now i hate this service and want to cut it off already! BAD CUSTOMER SERVICE AND WHY CAN'T I EVER SPEAK WITH A AMERICAN PERSON! SOMEONE THAT CAN DO THINGS RIGHT . my due date was on Nov 30 and i made a payment on the 4th of December when i called to make the payment the lady was having trouble making the payment then she comes back on the phone and says she couldn't make the payment because i didn't have money on the card. I knew i had enough money because i checked my bank app . When i checked she had CHARGED THE CARD TWICE!!!!! I advised her and she kept saying no and got an attitude saying the payment didn't go through that i had to make another payment. my account showed pending so i told her i was going to call back on Monday to see if both charges went through then she gave me a confirmation number. On Monday i called because they did withdrawal money from my account from the two charges she had made. Another rep had answered the call and i had told him about what had happened and wanted my refund from the second charge they had done . He also said that he wasn't going to help me and hung up !! BAD CUSTOMER SERVICE!! So now i called my bank and filed in a dispute , I want my money back! and I will be cancelling the service. they need to train their workers AND get american people instead Indian people. Not racist but each time they handle the call you cant really understand what they are saying and they do not help you at all.!!!

6 years ago

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Kara B. Gastonia, NC

Tried Earthlink Hyperlink for a mere week and it was a bad experience from day 2. First off, the sales rep told me over chat the incorrect installation price and I had to talk to two different representatives to get the quoted price which I was told would be refunded over the span of 3 months. Well they knew what they were doing because the service is absolutely horrible and I will never keep it for the span of three months. I've had it for one week and I'm done. I chatted and called tech support 5 times altogether. I was told I'd get speeds of 12 mbps but really that meant only 80% of that (seriously?), well, I was regularly getting less than 1 mbps. I would call, they would ask me to turn off the modem, restart the computer (eye roll), 'clear' their lines, and the speed would go up to 12 mbps. Immediately after ending the call the speed would be back down to less than 1. This happened twice in one day while only trying to use one device. Imagine a regular day when my husband is streaming Netflix, my daughter is gaming, and I'm listening to Pandora. I called to cancel, the process took 15 mins and I was initially told my monthly charge wouldn't be refunded although she eventually agreed to refund the $32.37. I'm still out the $69.99 install fee for a service I had for about a week and was abysmal the entire time, plus the time dealing with the install and customer service. At no time was the sales rep upfront about the actual speed I would get or that this would be using AT&T DSL lines (which I had tried before and knew was very slow) and gave me misinformation on top of that (I'll never see the refund for the difference in price on the install fee I was quoted). If anyone out there is thinking about using Earthlink--DON'T DO IT!!!

6 years ago

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Rebecca Seattle, WA

EarthLink customer since 2001. Last straw happening. No DSL service and waited 4 days to have my phone lines checked. Was to be fixed today. HA! Learned about noon that the phone company had an order to cancel DSL line and did so. Phone company gave me the order number from the order they received from EarthLink 6 days before I had no internet. Have had no internet for 4 days, waiting patiently only to learn they made a mistake and have not done anything to fix it. Have spent hours on the phone with EarthLink And phone company. My patience with this terrible technical and customer service is ending. Not worth the headaches I've had this week. Tired of their "So sorry for the inconvenience." statement. HA! If this company really cared about how they "inconvenience" you, their tech support would be competent and they would provide good service. Will see if this gets fixed tomorrow as promised. Was told twice today that someone would be here to check things at 7pm. Of course that didn't happen. Spent an hour waiting to talk to supervisor and promised would be handled first thing I the morning. I'll believe that when it happens! Having to change the email address I've had for 16 years can't be worse than this.

6 years ago

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Libby Vallejo, CA

Last week I had left work early to wait for the technician to come and hook everything up and they did not show, when I called regarding the no show I was told that they tech had arrived and no one was home (which is a lie) I was home waiting the entire time. I called on Monday 08/28/17 to cancel my service because of such poor customer service. I spoke to two different people and was told two different stories. I was given a conformation number and assured that getting my money refunded would not be a problem, however when I called again today 09/01/2017 I was told that because my service was already in use I could not have a refund. How can service be in use when they never showed to hook anything up? My other issue with the company is and I know it sounds horrible, but I never spoke to anyone without an accent, I have a hearing problem and it is very hard to understand what a person is saying when the are speaking fast and trying to double talk you to keep your money. EarthLink has a lot to learn about customer service and maybe just maybe they should hire people that speak English.

6 years ago

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Barbara Glover New York, NY

This internet is horrible. I dont like doing reviews but I got DSL nearly a year ago and It took me ten days and two techinicians to start my internet. It finally took a nice Verizon technician to get on the phone with the Earthlink technical support to get it started. Now it has been since the end of January since I have had continuous service. I can barely checked my email. I have had technicians in my house twice and was told to buy a cord. I still have problems an it is Feb 16. Then he has the audacity to try and upsell me. My contract is up. So glad. I am paying 50 bucks a month for a internet that I cannot use. I will be calling the guy from time warner/charter today!! I thought this would be a good option, but it gets old when you have to walk five blocks in the rain to get to a library to use internet when you pay for internet.

8 years ago

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ELSP13 Spokane, WA

HORRIBLE! Earthlink is a dying company and service and program are awful. I had to have EarthLink for several years because of where I lived. Not even satellite was available. The program has always been very slow, even at work when I use broadband. Very basic program with extremely limited options for settings, etc. When I had to order a modem it was so cheesy (flimsy plastic and wiring) it didn't work. I sent it back and the next one broke in a month. Then I finally had enough after all these years and called to cancel. They had the audacity to bill me for the 30 days AFTER CANCELLATION! Making me pay for a month I wouldn't even use. I went ahead and paid it so I would never have to communicate with that dying company ever again.

8 years ago

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Cam Hall Richmond, VA

We used EarthLinks 75gb/month internet in one of our residences, and it was great and reliable but the limitations via data cap became incredibly frustrating. In our house where we streamed, gamed, and wfh, the GB we used added up quickly often without our noticing (when games, software would update in the background, particularly). Some months we'd use our entire data cap within the first 10 days, and I'd be haggling over overage fees the rest of the month. Good internet product, but data caps should be removed.

1 year ago

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Reply from EarthLink Internet

Thank you for the feedback on our Wireless Home Internet product, we apologize this was your experience with that service. We don't usually recommend that our customers Stream or Game with this device as it's data limit's can't handle the updates that come with gaming, or streaming in any other form than standard definition is not very compatible with this device either. We're sorry if there was any miscommunication at the point of sale, we will take this feedback into account for future training and product purposes. If you need anything please reach out to us, one of our experts would be more than happy to help!

Jul. 20th, 2022

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Arron Russell Denver, CO

SO I MOVED OUT MY APT FOR ABOUT 6 MTHS I GOT MY NEW PLACE , CALLED CUSTOMER SERVICE SPOKE TO A REPRESENTATIVE "TRYIED TO TRANSFER SERVICE TO NEW ADDRESS".REPRESENTATIVE SAID THEY COULDN'T TRANSFER IT AT MY NEW PLACE COULDN'T FIND ADDRESS THROUGH THERE SYSTEM. I ASKED TO CANCEL IT THEN IF I CAN'T USE SERVICE.... TILL THIS DAY I'M "STILL BEING CHARGED MONTHLY FROM THESE SCAM ARTISTS PLEASE PEOPLE GO TO A DIFFERENT COMPANY WORST EXPERIENCE I'VE EVER HAD...............

1 year ago

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Reply from EarthLink Internet

Hello Arron,
My name is Samantha with the Executive Relations team, I understand your frustrations that after you moved you tried to have your service transferred. However, since we do not service your current address you state that you are being charged for your service with us. The only way that we would still be charging you is if you did not cancel your service, or if you are referring to the ETF fee, which you agreed to before acquiring service with us. The terms and conditions can be located at https://www.earthlink.net/tcs/internet-service-agreement/. It is also best practice prior to moving to contact us so that we can avoid any fees. I would like to take a look over your account so if you fill out this form https://www.earthlink.net/customer-review-help/, and once I look over your I account I will be happy to give you a call. Again, I apologize about your frustrations.

Dec. 14th, 2022

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spanky G Washington, DC

I been with EarthLink for 4 years when your service gets turn off and you pay the bill it takes almost a month to come back on they keep lying saying the next business day but it's a lie they is bad for business I just paid for my service again on Wednesday 23rd of November 2022 and my service is still not on I even told them I work from home they don't care about that

1 year ago

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Reply from EarthLink Internet

Hello,
My name is Samantha and I am with Executive Relation Team. I am devastated to hear that you have had issues getting an installer to come back out to get your internet up and running. If you fill out the information at this link https://www.earthlink.net/customer-review-help/, I will take a look at your account. I will also look into why nobody has been there to install your internet. I look forward to working with you so that we can get your internet up and running.

Nov. 29th, 2022

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Annalise Ball Las Vegas, NV

This is the shadiest company I have ever dealt with. I paid $100 for installation and it’s been two weeks and no installation. No one can tell me when it will happen or why it hasn’t. They tell me every day that they can’t get ahold of their technicians. I ask to speak to a supervisor and am told I can’t because they are busy. They won’t give me my money back. Sounds like theft to me.

1 year ago

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Reply from EarthLink Internet

Hello Annalise, my name is Nelson with the Executive Relations Team here at EarthLink. I'm very sorry it has taken so long to get your services installed. I want to take a look into this for you and see if it's possible for us to get our installers out to you sooner. Please reach out to us at https://www.earthlink.net/customer-review-help/. There you can enter your name, number, email, and any comments related to the installation related issue you're experiencing. From there I will personally reach out to our installers in order to find out exactly what may be causing the delay in your installation. It's possible that a refund or credit may be in order due to the time it has taken to get this installation done, however I won't know until I have the information needed to pull up your account. Thank you for reaching out, and I hope to hear from you soon!

Nov. 29th, 2022

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Louise Severine Dothan, AL

It's not even 2 weeks I've had EarthLink and it's by far the worst internet company ever. They quoted a fee of $79 when I called then after they charged me an extra $80 and said that was the monthly fee. To add insult to injury after paying all that money the internet does not work, it keeps buffering, then they keep texting me about my data usage and how I need to purchase more. I'm sending them back they piece of junk immediately. WORST INTERNET PROVIDER EVER!!!!

1 year ago

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Reply from EarthLink Internet

Hello Louise,
I am sorry that there was a misunderstanding regarding the internet fee. We charge a install fee and then when the internet is installed we charge for the plan because we bill a month in advance. Depending on how many devices, the type of device you are using can use up a lot of wireless data. 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. You can reach out to us here at https://www.earthlink.net/customer-review-help/, so that someone can assist you further . Again, we here at EarthLink apologize that our service has not met your needs yet.

Sep. 21st, 2022

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J J

Earthlink is terrible what ever they say will be your internet speed is a lie. They can never help if you have issues with your internet speed and no one ever speaks English everyone I've ever gotten for help is from Indonesia or south Africa which makes no since because i live in America. I'd rather just pay the $290 bill for AT&T because this isn't worth it. My Verizon bill was only $80)month at earth link I'm paying almost $100 for worse service and they lied about my MBPHs i have available where i live with the additional benefit of no refunds

1 year ago

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Reply from EarthLink Internet

Hello this is Samantha, I am with Executive Relations, and I would like to work on your internet issue. If you could provide me your name, email/and or account number. When you called in were you able to speak with Tech Support to see if they could fix the issue? Please give us a call at 866-273-1238 then enter pin code 3936. Our hours of operation are Mon-Fri 9:00AM-6:00PM, EST.

Sep. 12th, 2022

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HK Queens, NY

I've only had service here since July. It's September 1st and I haven't had internet more than I have. Had to pay month of August TWICE because it didn't go through and was pending for weeks. Said my services would be back on within 10 minutes. It's been FOUR DAYS and they keep saying it'll be on by 11:59pm and nothing. I'll pay millions of dollars before I EVER use EarthLink ever ever ever again. WORST INTERNET COMPANY IN THE WORLD!!!

1 year ago

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Reply from EarthLink Internet

Hello,
My name is Samantha and I am with Executive Relations. I would like to look over your account to see what I can do to try and refund something back to you. I do apologize for the lack of service that you received. We work hard to make sure that our customers have a better experience than what you did. Again, I apologize.

Sep. 2nd, 2022

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Christi Bradley Charlotte, NC

Watch your bill. I was charged $10 more this month, checked my bill and no change. I asked customer service and was told it was due to higher costs to the business. No notification of increasing prices and no charge on my bill. Being a company that requires you to autopay, and if you don't pay close attention, how many people are they getting??? Will be changing services ASAP!!!

1 year ago

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Reply from EarthLink Internet

Hello Christi,
I do apologize about the price increase, we did send out emails last month letting customers know that there would be and increase in price, which is due to rising costs. I did check your account and I see that the agent you spoke with did offer revert your price back to the original price. Again we are sorry that you are leaving but in these times we understand.

Aug. 12th, 2022

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doramus marks Millington, TN

the representative was very courteous and understanding. I highly recommend Earthlink. The speed and connection is wonderful.

1 year ago

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Reply from EarthLink Internet

Doramus, 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. 4th, 2022

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Koby Sillito Cedar Park, TX

They charged us $70 for "45 MBPS" and $9 for modem fees. Neither of these numbers matches up with their site. I called to ask them if it was MegaByte or Megabit and she laughed and said they were the same thing... I asked because we were getting 80 Mbps so nothing was lining up. I don't think she understood, but she said I'm getting Megabit. This is a ridiculous amount of money for 45 Mbps. Their website sucks and doesn't give you any info that you actually need. You have to call to do anything with your account. I don't recommend it.

1 year ago

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Reply from EarthLink Internet

Koby thank you for you feedback, we will take this information into account for future training purposes. We're sorry that your experience with EarthLink wasn't up to par, we strive to provide the best customer service experience possible and it's clear we have missed the mark. We do ask that when it comes to cancellation that all customers call in to perform that action, however we do have other means of obtaining support such as chat. Upon reviewing your account I see you've recently canceled your services with us. It saddens us to see you go so soon, but we understand maybe we weren't the best fit for you.

Jul. 8th, 2022

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Bob Gilbert Atlanta, GA

I guess I am just in a bad area and did not understand correctly. Costumer service seamed great but my connection stink and the speed is surpassed by dial up. I hope I cam get out of contract just no good for me. Will be higher rating if I can get out of contract.

1 year ago

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Gloria McCarthy Miami, FL

I signed up for EarthLink not even a few weeks ago. I went with the 100GB plan and apparently we used 100GB in less then 2 days and 1 of those 2 days we weren’t even home. There is absolutely no way we used 100GB in 1 day. We only had 1 t.v hooked up and 2 phones. The 5g went to 2.4 or whatever and we can’t even watch a Netflix movie. This is awful. The worst internet around.

1 year ago

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Reply from EarthLink Internet

We’re sorry for your experience. We do our best to match our customers with the service that best fits their needs, but it appears we may have missed the mark here. We’d still love to help you find the right connection, so please call us at 888-327-8454 from 9:00 a.m. to 10:00 p.m. ET, 7 days a week, We can take a look at other options for your address and dig deeper into what may be going on with your current service.

May. 2nd, 2022

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Serenity Me Jacksonville, FL

They don't tell you when you use up the internet provided it just cuts off they also say they are sending you the return label over and over never send it and then charge you $200 and then tell you that the only solution is for YOU to pay out of your pocket to mail their equipment back since they are having issues with their return label process. So because EARTHLINK can't seem to figure out how to get me a return label now I have to pay for shipping out of my own pocket. Disgusting.

1 year ago

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Reply from EarthLink Internet

Serenity, we're so sorry for your experience. We'd like the chance to make it right, so we're sending you through private message the contact information for our Executive Relations team to see if they can help. they're a higher level of support, and may have additional options. In the meantime, you can also reach us at (888) 327-8454 9:00 AM to 10:00 PM ET, 7 days a week

Apr. 19th, 2022

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Keith Matthews

The absolute worst of the worst. They cut off my service for nonpayment just after midnight when they're closed. Their hours are 9am to 10pm. I am EBB approved and shouldn't need to make any payments because my service is less than $40 per month. I've been with Earthlink for over 20 years and sick of their horrible service. This time bought them a lawsuit because I'll be sewing the $#|! out of them!!! I'll get DEEP in their pockets and hope they go out of business!

2 years ago

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Reply from EarthLink Internet

Thank you for being a long-time customer, Keith. We’re very sorry for your experience and understand how frustrating it is to be without internet service. Let's connect you with our Executive Relations Team — they'll be happy to look into your concerns further and see what they can do to help. We'll share their contact info in a private message. If there's anything further we can do to turn your experience around, please let us know.

Feb. 25th, 2022

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Kathy Roberts Louisburg, NC

Worst company to have. Had them for 16 yrs. Went from $4.95 to $8.95. Raised me from $5.95 to $7.95 without ever notifying me of a price hike. The only notice was invoice saying we're going to charge you acct x amt. Then it was $8.95 and lowered my space from 300 to 200 and I couldn't receive mail bc it said mailbox is full. Please don't deal with this company so many free ones out there or pay for a private one for alot less money.

2 years ago

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Reply from EarthLink Internet

We're very sorry for your experience, Kathy! We really missed the mark, and we apologize. Thank you for sharing your feedback — we'll pass it on to our team so we can continue to improve our service. If we can assist you with anything else, please let us know.

Feb. 22nd, 2022

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JMc Springfield, MO

I am under a contract and yet they can’t provide the service I am billed for. They hang up the phone in you, after you have been trying to get issue resolved for over an hour. They waste your time and bill you for services you do not receive without any compensation. They don’t keep their word. They out right lie to you! Don’t make the mistake of getting their service that is out more than it is provided. Horrible! Terrible service provider!

2 years ago

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Reply from EarthLink Internet

Oh no, we're very sorry for your experience! Let's connect you with our Executive Relations Team — they'll be happy to help. We'll share their contact info in a private message. If there's anything further we can do to turn your experience around, please let us know.

Feb. 22nd, 2022

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c sil Shreveport, LA

Should be zero stars I live in a small mobile home the modem/router is in the middle of the home yet at each ends service sucks and has a bad lag I constantly have to reset it very very unreliable service And not worth the money at all I should have just stuck with my mobile hotspot on my phone now I’m stuck in they’re contract and they won’t do anything to help my advice steer clear of EarthLink unless you want to pull all your hair out on a daily basis

2 years ago

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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’ll send 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

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punkrock 666 Bethlehem, PA

Was looking for a better internet what waste of time 2 weeks no hook up said got a text message saying coming on the 6th no show called and got transferred 3 different times I did the live chat they said they still coming its 7pm at night😂 the end of the day they tell me I ask what time that is 12pm 🤔 I asked to cancel my order I don't want it they give me a bs number so I told them im calling my bank what a scam

2 years ago

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Reply from EarthLink Internet

We’re so sorry for the trouble you experienced with installation. We've shared the number for our Executive Relations Team in a direct message — they’ll be happy to look into this further and take care of getting your order cancelled. If there’s anything we can do to change your mind, please let us know.

Dec. 8th, 2021

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juliemarie woodman Jupiter, FL

horrible costumer serivice - teck - did not show when sapossed to -- called me at 8:30 am -- an never showed - besides making rube comments - when he thought i had hung up -- he said yeah - i make sure i won't show up before noon. -- so never showed - i called earthlink at 11:26 - on phone till 12:20 -- wasted my time this morning - never showed - teck was rude - just horrible experience

2 years ago

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Ethel Anaheim, CA

If I could give lower than 1 star, I would. Technician was scheduled to install on June 17, 2021 between 1pm and 3pm California time. He never showed up, no communication at all. I called Earthlink 4 times and waited approximately 15 minutes each time to speak to someone. I finally spoke with a rep and told her I want to cancel which she did. Very poor service.

2 years ago

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aliza nobel Wickliffe, OH

Don’t recommend this company at al. The ppl barely know English or math. I missed one month of payment so I was trying to pay last month and this month. My bill is 70$ a month . So two months is 140$ . How my bill 253$ I called back multiple times and got different answers from different ppl . So they don’t even know . Long story short . They try to charge me 200$ Every month since I’ve had them and I always have to talk to a manager to get the issue resolved . This month though, idk what’s going on . They just scamming and finessing I guess . Can’t wait to switch

2 years ago

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RiverBear Astoria, OR

I am a Twenty year customer of Earthlink. Earthlink was once an excellent company for customer service. Now it is terrible. Spent hours on phone and chat lines with Earthlink support. The problem is that none of my two iPads and my iPhone are receiving emails because of server issues at Earthlink. According to Earthlink customer service .... Earthlink email is not compatible with Apple Mail. !!!!! What a joke . Like anyone would stay with Earthlink and toss their Apple devices.

3 years ago