EarthLink Internet
1.6
3.5
Overall Score
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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
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
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
1 year 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
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.
1 year 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
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.
1 year 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
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.
1 year 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
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.
1 year 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
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.
1 year ago
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.
1 year ago
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
Review Source
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
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
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
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
Review Source
Beverly Harris Dallas, TX
I haven't had any problems. And the service is great.
1 year ago
Reply from EarthLink Internet
Thank you for your very supportive review Beverly! We're happy to hear you're really enjoying our services. We strive to provide the best customer experience possible.
Jul. 5th, 2022
Review Source
Tina Morris GA
I wish I couldn't rate it at all. Earthlink is a scam. I'm letting everybody know. I used 62% of my data in 2 days. They want you to keep buying data.
1 year ago
Reply from EarthLink Internet
Tina, we apologize for any miscommunication upon sign up but our wireless home internet is not a truly unlimited service and does come with data caps once you've reached your high speed data limit. This should've been communicated with you by the agent at the point of sale. Our wireless home internet service isn't something we would normally recommend to gamers and streamers either, so if you were attempting to perform these activities over this network it could've been the cause of the extreme data usage. We're sorry that your experience with this service was not up to par, we will take this information and use it for further training purposes moving forward.
Jul. 8th, 2022
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
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
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.
1 year 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.
Jul. 13th, 2022
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
1 year 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
Review Source
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
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
Review Source
Jlbflatx New Braunfels, TX
We had EarthLink while living in Pompano Beach Florida and worked perfectly for our home use for awhile . We used for misc home things and for stock market use. We did start getting scams and cons and so call freezing Pop ups for money or would delete our computer. Have to shut down the computer and reopen.
1 year ago
Reply from EarthLink Internet
Jlbfla, It sounds like what was affecting your computer were viruses. I don't believe that our services caused these issues. I recommend getting some anti-virus software to install on your computer. We're glad that our services overall were good for your home for the majority of our time with you and it is unfortunate that you're no longer with us, it is our goal to provide the best customer experience and its clear we fell short of that. Thank you for your feedback, we will put this in place for future training purposes.
Jul. 20th, 2022
Review Source
Mike D Lynchburg, VA
Only kept this service for a short period of time. It seemed the service would speed up and slow down, but we could not find a pattern.
1 year ago
Reply from EarthLink Internet
We're sorry this has been your experience with Earthlink's services. We strive to provide the best customer experience and it's clear that we've fell short of that. Sometimes there are mitigating factors that can affect your speed that are out of EarthLink's control. These include line degradation, weather occurrences, and issues with the equipment. We're sad that you're no longer with us, be we understand if maybe we weren't the best fit for you. We will take this feedback and put it in place for future training and product purposes.
Jul. 20th, 2022
Review Source
ramesh pothuru
easy to use, optimal speed, good network connectivity and good customer support experience!
1 year ago
Reply from EarthLink Internet
Thank you for your very supportive review Ramesh! We're happy to hear you're really enjoying our services. We strive to provide the best customer experience possible. If you need anything please feel free to reach out to us!
Jul. 20th, 2022
Review Source
Brett Schiftner Weatherford, TX
I looked into it but setup cost is too high an wait time is ridiculous. According to people I've spoken to speed is great. On the other hand they had trouble reaching support
1 year ago Edited July 21, 2022
Reply from EarthLink Internet
Thank you for the feedback, we will take this into account for future training and product purposes. We strive to provide the best customer experience with our award winning customer service and no hidden fees or promotional pricing. We're sorry that your experience wasn't up to par, however we understand if maybe we weren't the best fit.
Jul. 21st, 2022
Melissa Appelberg UT
Never showed for install 3x in a row. Customer service experience sucked. Don't worry earthlink I doing what I told you I would leaving reviews every where!
1 year ago
Reply from EarthLink Internet
Hello Melissa- I am sorry that you have had a bad experience and we will be looking at this and taking this and looking to further educate our agents, so that this does not happen again. Please bare with us as we look further into your issue, and someone will be in contact regarding your service. Again we apologize for any inconveniences that you have had.
Jul. 25th, 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
1 year 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
Review Source
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
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!
1 year 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
doramus marks Millington, TN
the representative was very courteous and understanding. I highly recommend Earthlink. The speed and connection is wonderful.
1 year ago
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
Review Source
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
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.
1 year 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
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.
1 year 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
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.
1 year 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
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
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
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...
1 year 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
Review Source
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
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.
1 year 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
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
1 year 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
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
Review Source
Gia Regina Schertz, TX
EarthLink has reliable and fast internet service. The cost is reasonable and they have great customer service.
1 year ago
Reply from EarthLink Internet
Gia, we appreciate this very supportive review! We strive to provide a quality customer experience and it's makes us happy to know that you're enjoying your services.
Aug. 24th, 2022
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
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
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
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.
1 year 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.
Sep. 1st, 2022
Review Source
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
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
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
Lashaylla jordan Hessmer, LA
The service is horrible..I can never log in my account,and my bill is higher than what I was told upon installation date..
1 year ago
Reply from EarthLink Internet
Lashaylla, we're terribly sorry this has been your experience. We strive to provide a quality customer experience, we recently have implemented a price increase of $10 due to the inflation our economy is facing. Before doing so we did sent out an email to inform customers of their price increase. If you need assistance in accessing your account please reach out to our customer service team at 1 (888) 327-8454 they'll be more than happy to assist you in accessing your account. Thank you for this inquiry we will take this into account for future training and product purposes. Should you need anything please feel free to reach out, we'd love to help!
Sep. 6th, 2022
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
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
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!
1 year 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!
Sep. 15th, 2022
Review Source
Bruce Garey Leesburg, GA
When I had a problem, they fixed it quickly by remote control. Excellent!
1 year ago
Reply from EarthLink Internet
Bruce, thank you so much for this very supportive review! We strive to provide a quality customer experience and it makes us happy to know that we were able to resolve your service issue in a timely manner. Should you need anything else please feel free to reach back out.
Sep. 15th, 2022
Review Source
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
