Name: EarthLink Internet
Rating: 1.0

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Old Audiophile Leverett, MA

Earthlink was great in the early going. However, ever since AT&T acquired them, they have been nothing short of abysmal. Can you imagine every email you sent out never having been delivered and never getting an error prompt or mailer-deamon to that effect? Can you imagine this going on for well over 6 weeks or more and having to spend several days, over the phone, with their technoweenies to correct the problem? That is Earthlink today. Thinking about an ISP? Webmail? Look somewhere else!

3 years ago Edited March 15, 2022

Reply from EarthLink Internet

Thank you for taking the time to leave a review. We're sorry for the trouble you experienced with email, and understand your frustration. Would it be helpful to speak with our Executive Relations Team? We'll share their contact info in a private message. Please let us know how we can improve your experience! Thanks again for sharing your feedback.

Mar. 15th, 2022

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Sam Hernandez ,

Horrible company.BEWARE they use other internet services such as Centurylink to install services.It is not directly Earthlink.They also promised fiber cable but gave me Centurylink phone line DSL.Then locked me into a contract and did not want to give me my money back.They are scammer and want your money.Plus, you can never get through on the phone its always a Indian person and your call gets drop.Save yourself the headache and stress.I got the same crappy service I had with Centurylink but got locked into Earthlinks contract for more money!

3 years ago

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Wauz Dancer Temple, GA

Service getting worse. I need to close my account and more on after 20+ years of email service. A pain in the rump as a contractor and worried my clients will not get the change of email and cost me $$$. No matter if the service is down I can read their emails sent to me. I signed up back in the day when this ISP was Mindspring. Much better service back then. Now it seems all the customer support is offshore.

3 years ago

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Joliene Romero Clarkston, GA

This internet is trash.I wouldn't recommend you to buy this internet.We have been calling them for atleast 5 days and the lady that answered said that they would be here within 24 hours.Then the next time we called she said that there business was closed until next Monday.Ever since we have been waiting for a call.The last call was on April 18.Again wouldn't recommend you to buy this internet.

4 years ago

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Carolyn woodson San Leandro, CA

Please do not get there service.If you want to cancel they will charge you a 200.00 cancellation fee even though it's there service that sucks.Nobody higher up that you can talk to except customer service and they give you the run around.I don't want to pay a cancellation fee for a service that I wasn't pleased with would you ?Save yourself the headache don't sign up for this service.

4 years ago

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Jack Feasterville, PA

Earthlink has abysmal Internet service, what their advertisements claim and what is actually delivered are mutually exclusive. I've experienced lower than 1mbps download speeds, it is usually around the 100-450kbps range. Trying to use Earthlink's customer service makes you wanna jump into a swimming pool filled with rubbing alcohol and razor blades. It rivals Fallout 76 for worst connectivity issues and it just ISN'T worth anything.

4 years ago

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Aram Accord, NY

The worst rip-off company I've had to deal with in years. They went from free email hosting to charging $4.95/ mo to just keep my email address and forward all my emails to my google account. It turns out they stopped accepting and forwarding emails six months. But it's impossible to get refunded or even stop further charges without calling. I've been on hold for 35 minutes now... Fuming!

4 years ago

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Chad Springfield, MO

Earthlink uses whatever internet is in the area then charges an extra $15 on top of what the local company charges. They told me the speed would be 25 MB download and 10-15 MB upload speed. AT&T is my local internet and they installed the Earthlink and said that their fastest speed is 24 MB Download and 2 MB upload. After speaking with Earthlink they said that my Install fee was non refundable even though they lied about the speed they could provide in my area.

4 years ago

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Tom Hyattsville, MD

We are exploring internet services for Las Vegas, Nevada. Earthlink's website says they provide business class internet service. When we called them, we were transferred to a 3rd party broker who said they represent Earthlink's business services and would broker internet services for us. They falsely advertise providing business class internet services - they don't actually provide it. I wouldn't deal with them.

4 years ago

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Camille Saint Augustine, FL

I was researching internet companies and contacted Earthlink as my first option. However, when I called I literally waited almost 5 minutes before I hung up because no one answered the phone. Therefore, I will find another provider.

4 years ago

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Lakesha Mesquite, TX

I rate them a 1 because other people was using my internet service and my service was supposed to be blocked and it wasn’t blocked at all! And then the service was running real slow too! And then it’s a rip off too I paid my bill and my service was still off!!! And the representative that was talking you can’t even understand what the world that they are saying their English is terrible so I got upset and hung up in their face I rather go with another provider

6 years ago

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Tonya Trytten

It took 2, hour long phonecalls to have service moved from one address to another. But they did that by keeping the old account and setting up a new account and had I not called, would have billed for both. I think, because you can't understand anything they say. They are based entirely out of India. And, they only do autopay, directly from your account.

6 years ago

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Traci Taylor

I've been a customer since 01/17, and a technician has been dispatched 3 times, because my internet keeps going out. The customer service representatives don't listen. They have you do all this trouble shooting, which doesn't resolve the issues. After all of this, they place you on hold while they contact the technical department. Then they give you a lame rehearsed excuse as to why my internet is not working. They debit my account the 27th of each month, but I can't get decent internet.

6 years ago

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Joe Melville, NY

This is the worst company I've ever had the displeasure of dealing with. The customer service is atrocious. I have complained about the same issue 7 times over the last 4 months and it is still not resolved. If i owned stock in this company i would sell it off as fast as possible. There is no way this business can earn a profit they way they do businees

7 years ago

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Roy Nitzberg Brooklyn, NY

Been having a connect/disconnect problem since the end of July. It is now the end of September and the problem still is not fixed. Customer service representatives are bound by silly rules ("Have you disconnected your router? How many lights are showing on your modem," even after a problem goes on for months. It is also almost impossible to understand the Customer Service Reps, not because of their strong Indian accents, but because the quality of their line is so poor ... sounds like they're all underwater. This is all-in-all a miserable operation; don't get stuck with them.

7 years ago

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Mary Dawson Seattle, WA

If I could give a zero I would. It was horrible to set up an account and the monthly router fee is an absolute scam which you cannot opt out of. They never told me that it was $200 to opt out of the contract. They send links in emails that don't work, there is no step by step instructions and the customer service is frankly embarrassing.

1 year ago

Reply from EarthLink Internet

Hello Mary,
My name is Samantha with the Executive Relations Team. I can understand that there can be frustration that you would have to pay a router fee but in that fee it is more like insurance for the router. We are constantly communicating with the router and if you had issues with the router because of the monthly fee we would replace the router at no cost to you. As far as the ETF the sales agents have to go over that when they are going over the disclaimers for the sale. We also provide you with the web address https://www.earthlink.net/tcs/, so that you can go there and read them on your time. We also inform you that there is a 30 day grace period and then after that the cancellation is up to 200.00 to cancel. As far as the links that we send like most technical things sometimes there are issues and unfortunately nothing will ever be perfect in the world of technology. We are sorry that you feel that our customer service is embarrassing, but our agents do try their hardest to make sure that each customer is given the best customer service experience when they call in. If you spoke to any of our customer service agents and were treated unfairly we would like to know so that we can learn from these setbacks. Please know that we work hard to provide the best internet service, as well as the best customer experience, and we always take feedback on how we can improve. Thank you Mary for giving us a chance and being the best part of EarthLink.

Feb. 10th, 2023

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Jayme Quinnell Lakeville, MN

We don’t even have service yet and I’m already unimpressed. Install was supposed to be today between 8am and 12pm. It’s now 6:38pm. No call to say they were not coming. Called customer service, got some gal I could barely understand. She told me the tech must be running behind. That was at 2:30.

1 year ago

Reply from EarthLink Internet

Hello Jayme,
My name is Samantha with the Executive Relations Department. I am actively looking as to why there installer never showed up, or called you to let you know that they would not make it at the time that was scheduled. I am going to work on getting a installation date and time setup as soon as possible. Once I have all that information I will be reaching out to you so that you have the clarifications on the install date. I will also continue to work with you until your internet has been installed. Again, I apologize that your installation was not complete on the date that was scheduled but I work diligently to get the installation resolved. Please give be at least one business day to get a resolution and once I do I will be in contact.

Nov. 7th, 2022

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Kris Rod Buffalo, NY

They are the worst company internet ive had!!!!! 79 quoted to pay for internet then to activate it another 80$! Im sure its because they know the service is bad the internet is slow!!!! Not worth a penny! Also the agent didnt inform me it wasn’t unlimited 50gb went by in 2 days!! On top of that customer service is just horrible!!!!

1 year ago

Reply from EarthLink Internet

Hello Kris, my name is Nelson with the Executive Relations Team here at Earthlink. I'm terribly sorry this has been your experience with our services. We strive to provide a quality customer experience but it's clear we've fallen short of that. It seems like the 50GB Wireless Home Internet sold to you is not sufficient enough for your internet needs, our agents should've done a better job when recommending the best plan for your internet needs. Kris we're terribly sorry for this misinformation. Please reach out to us at https://www.earthlink.net/customer-review-help, there you can enter your name, account number, email, phone, and any comments you wish to have seen by the Executive Relations Team. Please reach out we'd love to help you in anyway possible!

Oct. 11th, 2022

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Pearl Charlery Atlanta, GA

This company is the worst company I know they try to charge you and make money anyway any place anytime they feel like they don't inform you they just charge you whatever it is that they want to charge you without informing you and that is a poor poor poor review for this company

1 year ago

Reply from EarthLink Internet

Hello Pearl,
We did raise our price due to the cost of services, but we did send out an email in July that prices would be increasing in August. We apologize that you did not receive this email or that the email went to your spam. We do strive to keep our customers informed so that they can contact us to see what other options are available. Again, we apologize for your frustrations.

Sep. 2nd, 2022

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Heather Kimler

Don't do it!! Charged me 200 dollars on a contract I didn't know I was signing up for I would never have signed a contract. They made me go thru century for install. Worst ever!! Told me to throw away the equipment... yeah great for the earth!!

1 year ago

Reply from EarthLink Internet

Hello, I'm terribly sorry this has been your experience with our company, however in our terms and condition that you agreed to upon sign up we do inform you of the 12-month Contract with an Early Termination Fee of up to $200. This number decreases as the length of your contract goes on, you were charged the full $200 for canceling your services within the first few months of your contract. We apologize for any confusion.

Aug. 30th, 2022

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Josh Marshall Sparta, WI

Absolutely horrible. Internet constantly goes down and when it does they can’t even fix it. Have to send a technician out which takes 1-2 weeks. On top of all that if you cancel early it’s $150 to cancel. Absolutely the worst company I have ever paid for. I would leave a 0 star if I could.

1 year ago

Reply from EarthLink Internet

Joshua, I'm very sorry this has been your experience with our services. We do our best to provide a quality customer experience and with all the connection issues you experience its clear we fell short of that. However, we do have a $200 ETF fee that is listed in our terms and conditions as part of your contract upon sign up. We apologize for any confusion, and we thank you for all of your patience and understanding. Should you need anything please feel free to reach out!

Aug. 26th, 2022

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Constance Flanagan Los Angeles, CA

i have been a customer for a long time and pleased with the service, always get help when I call with a question.

1 year ago

Reply from EarthLink Internet

Hell Constance- We are thrilled to hear that you have been pleased with your internet service, as well as your customer experience when you have had to call in. We also want to thank you foe being a long time EarthLink customer!

Aug. 18th, 2022

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Lisa White Youngsville, LA

I like how everyone I talk to is polite and curious.And they always help when you need more time to pay your bill

1 year ago

Reply from EarthLink Internet

Thank you for this very supportive review of our company Lisa! We strive to create the best customer experience and we're happy to hear that you're enjoying our services.

Jul. 27th, 2022

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Mati Houston, TX

I wish I could give zero stars. I was promised a refund on my unused data and the price I paid for the router. Now the router can not be refunded and they failed three times to send me my return label. They wanted me to send it to them and to pay for shipping fees.

1 year ago

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lee rimasfski Chickamauga, GA

Their wireless internet was pathetic to say the least and after seven tries with customer service and hours of time still could only get 1 mb speed and they blamed it all on a problem at the local tower.they also charged me and I had to install it after not being able to use it so I am trying to get the money back

1 year ago

Reply from EarthLink Internet

Lee, we're sorry for all of the frustration this must've caused you. Please reach out to us so we can find some sort of resolution. We will take this feedback and use it for future training purposes. With our wireless home internet we cannot guarantee speeds due to the sporicidal nature of having to connect to cellular towers, there are a lot of things outside of our control such as weather, distance from the nearest tower and many other mitigating factors. Please reach out to us so that we may have a better understanding of the situation. Thank you for all of your patience.

Jul. 12th, 2022

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kamaratina Temecula, CA

This company is pure scum . Don’t use them . They lie about the cost ones they get your info they give you the service with higher price and if you want to cancel they will charge you 200 $ and early cancellation fee. They are scum . I can’t find other word to describe them . Don’t use them.

2 years ago

Reply from EarthLink Internet

Thank you for taking the time to leave a review. We'd love the opportunity to help improve your service experience. Let's connect you with our Executive Relations Team. They'll be happy to look into this further and see what they can do to help. We'll share their contact info in a private message. If there's anything more that we can do to turn your experience around, please let us know.

Apr. 12th, 2022

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Toni Auburndale, FL

I will never use them again. I had my credit card stolen and my information changed, they had my information to bill me and they totally disconnected me. And they wanted to charge me reconnection charges and the monthly bill. They wanted to charge me over $200 to reconnect. I left it disconnected and will never use them again.

2 years ago

Reply from EarthLink Internet

Toni, thanks for your feedback. We sincerely apologize for your experience and we're sorry to see you go. If there's something we can do to change your mind, please let us know.

Jan. 13th, 2022

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Dee Grant, AL

Earthlink has terrible customer service. They are thieves. They are liars and their service is poor. I will never use them again. If I could give zero stars I would. They are difficult to understand and leave you on hold for very long periods of time just to come back with no resolutions to your problems!

2 years ago

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Scott Serfozo Chicago, IL

All I wanted is to delete a certain amount of emails not all of them. I spoke with 3 support personal. Not one of them could help me. They just gave me the run around until I would give up. Or the sent me over to the survey recording. Terrible tech support.

2 years ago

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Taylor Vickery Athens, GA

Horrible!!!!!! They suspended my account because of a “late payment” the day before my payment date. This is the second time, they’ve already done it once and charged $163 to have it reinstalled. Then charged my card for $79 and can’t tell me what it’s for 🤦🏻‍♀️

3 years ago

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Hal Boylan Carbondale, IL

After 20 years Earthlink abruptly closed access to my account with no notice. With emails piling up in my account I cannot access. And I cannot reactivate account without providing then info I do not have. Totally irresponsible, unbelievable!

3 years ago

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Laura Port Washington, NY

BEWARE - EARTHLINK IS TWCSPECTRUM! You won't find out until you are billed & get this - if you are an existing TWC customer, YOU DO NOT QUALIFY FOR EARTHLINK PROMOTIONS because......EarthLink is TWCSpectrum. I just found this out & I am currently searching the Internet for another provider. Don't be fooled like I was!

7 years ago

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Ken Sasaki

I was without DSL for almost a month. They could not figure out why. Or not interested in finding out. It was them canceling my account at AT&T. They also sent me a new modem saying it is free. Now they charged me $50+ . I need to send it back by Fedex in order to waive the fee.

7 years ago

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Todd Comalander Columbia, SC

Absolutely the worst customer service I have ever dealt with period. I was paying over $800 a month for phone and fax service for my two offices. I found another provider for less than $300. It took me over 4 months to discontinue my service with these people. Do yourself a favor and steer clear. Best move you will ever make!

8 years ago

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Susan Nelson Xenia, OH

Not all features on a user's home page work. 'Tech support' is absolutely terrible when one tries to point out what isn't working in their programs. They don't know their own programs of how their accounts work (We have an additional users under my name with their own e-mail addresses and home pages)

8 years ago

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Dr. Bill Todorovic Orlando, FL

In my area Earthlink is the most expensive, with non-existant technical support. The only representative I managed to get faily quickly is for cancelling my service. Never Again will I use this company

1 year ago

Reply from EarthLink Internet

Hell Dr. Todorovic,
My name is Samantha with Executive Relations, on behalf of EarthLink I want to extend my apologies that there were issues with your internet service, and that we dropped the ball when it came to our technical support. As for the price I am not sure what you were paying but with our prices we guarantee there are no hidden fees and that we will not raise your bill, without first letting you know. If you fill out this form https://www.earthlink.net/customer-review-help/, I want to take a look at your account to see where we failed, so this does not happen to another customer. Again, I am upset to hear that you were not given the best technical service that we provide.

Jan. 31st, 2023

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Alicia Carlile Chicago, IL

I have had a horrible time trying to connect with customer service after my installation was postponed for a week. On hold for close to an hour and then disconnected during a call transfer. Do not recommend.

1 year ago

Reply from EarthLink Internet

Hello Alicia,
I am Samantha from the Executive Relations Team and I wanted to express how sorry that we are you did not get the customer service experience that our agents are trained to give. We will take a look at the issues you had when calling and we will take that back as a teaching lesson to our customer service agents, so that this does not happen again going forward. Again, we here at EarthLink aim to ensure that when our customers have to call us they are given the best customer service. It seems though in your case, Alicia we have dropped the ball.

Dec. 29th, 2022

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W Flower Brandon, FL

Ive been on hold for a while just to cancel the internet service. Ill just have to take my card off of auto pay still bo answer. No customer service skills they'll hire anyone dont get this service

1 year ago Edited December 12, 2022

Reply from EarthLink Internet

Hello, my name is Nelson with the Executive Relations Team here at EarthLink. I'm very sorry to hear you had to wait for so long on hold, on the date you had reached out many of our customers were experiencing issues related to their emails and so we had a large influx of calls coming in. I am very sorry this has impacted you so greatly, we never want to keep anyone waiting for assistance.

Dec. 12th, 2022

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mark Amarillo, TX

I never received my $100 coupon for being a new customer. I spoke to several people and never got the problem resolved..

1 year ago

Reply from EarthLink Internet

Hello Mark, my name is Nelson with the Executive Relations Team. Can you please reach out to us at https://www.earthlink.net/customer-review-help/, there you can enter a few bits of account information and a brief description of the issue you're experiencing and one of our experts will be reaching out. Thank you for this feedback.

Sep. 15th, 2022

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Kelli Smith Vacaville, CA

This company charges your account more than once a month!!! I have to call them every month for this!!! They service goes off and on through out the week!!! Worst internet service ever in the world!!!

1 year ago

Reply from EarthLink Internet

Kelli, I'm terribly sorry this has been your experience with our company as this is very out of the normal. Please reach out to our Executive Relations Team so that they can take a look into these reoccurring billing issues. It may also be a good idea for you to reach out to our Tier 3 Technical Team for the frequent connectivity issues you're experiencing as well. In a direct message I have sent you the contact info for both departments, please feel free to reach out. our experts would be more than happy to help!

Aug. 31st, 2022

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Winfred Collier St Louis, MO

Very reliable service. Great customer service. Pleasant and efficient representatives.

1 year ago

Reply from EarthLink Internet

Winfred, thank you so much for this very supportive and kind review! We strive to provide a quality customer experience and it makes us happy to know you're enjoying our services.

Aug. 22nd, 2022

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Zipper East Aurora, NY

36 years of service with Earthlink and I am being charged for a modem since 2020 or so and the modem has been paid for 4-fold

1 year ago

Reply from EarthLink Internet

Hello, my name is Nelson with EarthLink's Executive Relations Team. I'm sorry this has been your experience with EarthLink lately, and I'd like to thank for being with us for all these years! In a direct message I've sent you contact information to reach out to my department to see if there's any solution to the issue you're experiencing. Please reach back out we'd love to help!

Aug. 4th, 2022

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Vanessa Vargas Miami, FL

I am very happy with the service and the last representative I spoke to was amazing

1 year ago

Reply from EarthLink Internet

Vanessa, 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!

Jun. 28th, 2022

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Fushunda Branch Jackson, MS

I called for an extension and one of the representatives told me I was approved for it but they still took the money putting my account in overdraft. As soon as I find me an internet service I will leave EarthLink

1 year ago

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Xander Loomis Milwaukee, WI

Within first month of service I had no internet for a weekend. EarthLink s technical response to this is to just wait and see. Been 48 hours with internet so far with no end or scheduled fix in place.

2 years ago

Reply from EarthLink Internet

We're very sorry for the trouble you experienced with your service. We understand that having no 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. 9th, 2022

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Donna Otte Topeka, KS

I would give 0 stars if possible. They took my payment info for installation but didn't bother to tell me the service isn't available in my area. I found out that on my own after noticing other bad reviews.

4 years ago

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Katie Jacksonville, FL

Can't reach them. I was trying to pay my bill. Could not sign on with the email they had on file. I called and they would only verify my account with the cell number which was in my stolen purse. Rude! Stuff it!

5 years ago

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AD

I would not recommend EarthLink to anyone. It had taken almost 2 weeks to disconnect service after I cancelled my service. Some many promises to resolve the issue and none have been fulfilled

7 years ago

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Emerson Trager Round Rock, TX

Even worse than AT&T if that says anything. Customer service is so bad I can't think of a word appropriate to explain it and I've had 45 min on hold to think about it. Keep looking and save yourself a headache.

7 years ago

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Nicolè Houston, TX

THIS IS THE WORST INTERNET SERVICE IN HISTORY! I paid a bill for my mother once and they debited my acct and hers for the bill that was supposed to be every month turned into every 3 weeks! Its a scam don't be fooled

8 years ago