EarthLink Internet

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!!!!

Wowww, where do I start? I needed internet service for my house so I made a few calls and somehow I needed up with an EarthLink representative. I got everything set up, took about 2.5 hours on the phone and I finally got set up. For one whole week I kept having trouble but I was out of town on business and my mom was at my house taking care of my two girls as I’m a single father. I get back and I see why my mom only used her phone and not the tv to watch her shows. I called and they tried to help me the first day but it was the same (bad service, no picture, could only have one device on at a time. I even added data thinking that would help. They not only didn’t help resolve my problem they did not want to refund me. They offered me $20 and then $50 credit. It was a very bad experience 3rd day of them trying to help me I had enough and closed my account even if I took a loss on time and money. It was a HORRIBLE experience. Do not do it it’s not worth it just call Xfinity or Cox. If u can’t bc of credit just set up a hot spot. It will cost the same and it’s much easier less hassle and it saves u a headache.

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!!!!

I have been a customer for 17 years. I was contacted by Earthlink and was overcharged for a website after being offered a "Free" video upgrade. Long story short, they charged me $1800 and after I made the monthly payments of $180, they continued to charge me for over a year after the bill was paid. I have been trying to get a refund for over a year now. I have only gotten a run around and no real response. Last week I was promised a $180 refund of another overage charged, then received an email stating the ticket was still open and I would get a response by Friday....today is the Wednesday after. The actual refund should be for fees (over $1K) charged for over a year. I will be filing a lawsuit if this is not resolved this month.

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.

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.

Piss poor when i got this service it was great no problems so i had to move i called in to move my service rep said i couldn’t get service at my new location ok so i need to cancel my service they said i had to pay cancellation fee or call back on the end of my contract and nothing will be charged anymore that’s not fair but ok well they lied so i called back to cancel again still they want a cancellation fee for a service i can not use so basically they want me to pay for a service for strangers to use it’s crazy they under AT&T and i have AT&T service here pathetic so please do not get they service cause customer service is horrible

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

I've been waiting 30 minutes on the phone. Still no live person answers, only elevator music. Bad service.

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

That would be a NEGATIVE 1 star rating!! Buyer BEWARE!!!! This has been THE WORST experience EVER! This is a long review, but worth reading!! I previously had AT&T internet (briefly, because AT&T is not reliable in the area where I live) and switched to EarthLink because I was told by their phone representative that EarthLink provides ‘guaranteed fiber optic internet’ and that I would have a ‘dedicated’ line with much faster speed. First situation, I received a text with my installation date -great! When that day arrived, no one ever showed! I called and was told they didn’t have an installer available that day, and my new installation date would be 3 days later (so 4 days without internet!). Finally the installer arrived - BIG PROBLEM - EarthLink contracted with AT&T to ‘install and connect to the EarthLink service’. The EXACT same equipment, on the EXACT same service line (not dedicated fiber optic) was installed. I could not believe they would do that after I specifically told them AT&T was not reliable where I live!!! I called that same day to cancel. I was given some promotion and asked that I give their service a chance, that I would see much better service. 2 weeks of unreliable connectivity, becoming worse by the day. I called again to cancel my service, and was told that they wanted ‘run diagnostics on their end, which they were confident would improve my service. NO IMPROVEMENT ! I called again to cancel, was transferred 3 times, and the 3rd time was terminal hold (37 minutes). I called back the next day, and was told that I was now over my 30 trial period, and If I cancelled, I would be charged an early termination fee of $200.00!!! I told them I had been trying to cancel for 30 days. No one I spoke with was authorized to waive the fee, but they could send a technician out to verify correct installation, and if they could not resolve the problem after that, I would be able to cancel. A week later a technician from AT&T came out, verified that the area I live in does not get a strong signal, however I might be able to improve my service if I purchased a ‘booster’. Why should I have to purchase anything? EarthLink was not able to proved the service they promised! I called back, went through the entire scenario AGAIN and was told they did show that a tech had been out, but they ‘didn’t ‘have a report from them’, so I would still be charged the $200.00 early termination fee if I proceeded to cancel my service (they did not have the authority to waive the fee). I was then told that my complaint would be escalated to their ‘executive team’ and I would receive a call from them within 24-48 hours. Waited 72 hours, no one called. I called AGAIN, went through the whole proceedings AGAIN! Was put on hold to speak with a supervisor, and after holding for 10 minutes, was disconnected. I phoned back 3 times and each time was again disconnected! I have spoken to 3 supervisors, who have NO AUTHORITY to do ANYTHING, except to tell me that if I proceed to cancel my service with them I would immediately be charged the $200 fee. Each time my complaint was ‘escalated to the ‘executive management team’ who would be calling me back within 24-48 hours, which NEVER happened. I now have filed a complaint with the FCC, with an investigation pending! AND…. I originally used my debit card for the installation charge, but specifically requested that it was a ONE TIME authorization, and requested a monthly invoice, which I was assured would be no problem! They have tried to debit my bank account twice, which was rejected because my paycheck had not gone in yet!

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...............

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.

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

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.

Wireless EarthLink is my only choice where I live while I’m on waiting list for Starlink. It is spotty at best; if it’s not a clear day, I can expect for the internet to go in and out. My speeds are terrible - 1.4 download and 3.18 upload. Trying to watch anything on the television is agonizing with constant stalls. And forget about being on my phone and watching a movie; stalls all the time. I have a Verizon network extender because cell phone service is terrible in this location too - it is basically useless because it requires higher internet speeds to work. I am not able to use the Ring app or the MyQ app because of the slow internet speeds. So I am paying $135 a month for terrible service.

HORRIBLE! NOT AMAZING (like the tag in the corner indicates and I cannot change) BUT AMAZINGLY BAD!, After the first week, I was dissatified. After $85/mo plan, the first week and most of it without electricity I was told that I was out of data. The saga goes on. Less then a month later; I'm changing services if fact ordered , when I can finally get rid of Earthlink. Poor sales/or sales come-on and constantly increasing prices. Initially said $70 was cost for equipment but didn't add the $15/month rental. I could go on forever. Now, I'm $300 for the initial month of services and cannot wait for these services to end. Those lower cost for internet services are a myth. 3 weeks in, I found another provider for far-less, now just waiting to get through this terrible first month. DON'T DO IT!

Besides high cost ( $70 per month for just internet) the customer service for the most part is ridiculous. I had to contact customer service yesterday, and AFTER my issue was resolved, a different customer service rep contacted me to resolve the very same issue that was already taken care of, which I tried to explain. The guy said he had to send me a code to verify my account, so I sent back the code to verify- he said sorry- that’s not the code. Yes it was and I proved it via screenshot. Then he says he can’t accept that because I only have 5 seconds to respond. They literally wasted 2 hours of my day. I gave him my account number as well- which he told me was invalid. Seriously??? I live in the country and don’t have a lot of options…. I would avoid this company like the plague. This happens, by the way, every time I call…. Be it problems with service, modem…. Anything. Shop around. You DONT want to use this company.

DO NOT SIGN UP FOR EARTHLINK. There is nothing about them that is a "pro". They tout all these benefits over using AT&T or another big name like better speeds and better customer service. It's a total farce. I frequently get buffering and blurry images when streaming TV, even when no other device it connected to the WiFi. The worst part of all of this is their customer service. I have sat on hold for over 45mins just waiting to speak to someone about a problem I had with my bill. The problem was they just started charging me for add-ons in the 2nd month that I never signed up for. After wasting half of my day on the phone with someone they couldn't even credit my bill before I paid it because whatever BS reason, they said they would credit my next bill instead. Guess what, my next bill wasn't credited either. Every time I've called or used their text chat no one can give me straight answers, its always "I've escalated your issue, call back in a couple of days to check in". Such garbage. They also promised a $75 visa gift card that would be emailed to me after 90 days of service for signing up. Still don't have it, still don't have answers to why I don't have it yet but it's been escalated so I can call back in a couple of days and see what progress they haven't made on it. If it's just an email, why can't they just send it? Why does it have to be escalated? Because they know they have terrible service and want to keep you on the hook as long as possible. They probably are used to people waiting for the gift card and then canceling because they are so terrible. I'm serious, do not sign up for them.

Worst internet ever but somewhat functional in a pinch when cable is unavailable. Crazy expensive and they continually threaten that you are running out of bandwidth and need to add data at a VERY HIGH PRICE, Rude customer service she trying to cancel and they tell you you are buying the router for $270 upfront then you have return it “or else” to cancel service.

I paid my late payment of around $95 and at no point during that payment was it made clear that I was going to be charged an additional $25 and an additional $79.95 for installation. I logged onto customer service to see what could be done. The agent not only would not refund my payment, but said they would waive the $25 fee but not the installation fee. Nothing needed installed and I asked 4 times to speak to a Supervisor. I asked 8 TIMES for my payment to be refunded. They did not offer that-they wanted me to verify that I wanted my service to remain disconnected. Why would I make the payment if I wanted it disconnected??? If they are charging me an installation fee I assume my contract would be started back up rather than the 2 years I have already fulfilled! I was then told they would transfer the chat to a Supervisor and then told the Supervisor would call me back. I have yet to receive a call back or a refund.

At first the internet was working for 3 months, then it went off totally. This service is connected to ATT. The connection was out for 5 days. They said they sent a technician on the third day. He never showed up at our door. Customer Service said he was outside but there was nobody there. On the 5th day, they sent another technician from ATT. He worked on the internet for two hours, made it worked, but it was gone again for a few hours. I want to cancel but they said they are going to charge with cancellation fee of $200. Not worth the stress. I had to get another connection so I could work from home.

NO stars. Health decline and have to move out of state to live with family. They tell me I will still be responsible for the cancellation fee of $200.00. I have now been on hold for over a hour with no resolution no answer and no compassion at all. The service that was also promised was not provided. I was promise 10 MB service and received 4MB. Calls were placed to discuss this with no resolve previously either. They are in fact up selling liers as well as enjoy financially gaining off of sick people.

I have been using EarthLink Wireless Home Internet (WHI) for a little over a week, and I am thoroughly disgusted by the way they handle customer service for WHI. Their support is only available from 9 a.m. to 9 p.m. ET. They already know from the name of the service that their customers use this service in their homes. Those of us who are on the West Coast are just returning home around 6 p.m. If we have a problem with our WHI, we won’t even discover it until after 6:00 p.m. PT, which coincidentally is when their customer support ends. That leads to immense frustration and an inability to problem solve until the next day. They are not providing adequate support for us. Moreover, they offer a live chat for other customers 24/7, but not for WHI customers. Their agents are polite about it, but they will not offer any assistance, not even with navigating the website. Are we such a small percentage of their business that they can afford to lose our patronage and good will and not suffer repercussions? I expect better treatment from companies I do business with. Let me share an analogy. I lived in China for 3 years. People back home in the States would ask me how I felt about living in a country where I knew I was being monitored and watched by the government. I pointed out that our government was probably doing the same thing, but wasn’t forthright about it. At least the Chinese government was honest and open about how they treated their citizens and foreign residents. EarthLink treats their WHI customers with obvious disdain; if they didn’t, we would also have access to 24/7 support. However, they present a façade of caring about their WHI customers and offering customer support. I’d rather return to Comcast/Xfinity where I already know I will be treated like dog excrement than to be with a company that pretends to value me, only to treat me like dog excrement. EarthLink could make an immediate change by simply staffing their existing customer support an additional 3 hours/day. Research shows that unhappy customers are more likely to talk about their experiences with a given company than happy and satisfied customers are. Unless I see evidence that EarthLink provides equitable service to Wireless Home Internet customers, I will never recommend them to anyone, and will likely share my complaints with anyone who asks. How many more unhappy customers do they have? How many more can they afford to have? It would also be a wise move if they offered a customer service email address so that I could address this problem to them directly instead of having to travel around the Internet posting reviews in the hope that someone from EarthLink will see them. Then this complaint wouldn't have had to be made publicly.

What a scam company make it as hard as possible to cancel when account I told them to cancel my account before I was even off the phone with them starting the account and yet they still charge me a setup fee and still shipped very equipment after being told not to now I have to fight with them to get the setup fee reimbursed and deal with sending their equipment back

Absolutely terrible customer service and the company is a scam. Paid 140$ for my my router to break in just 3 DAYS of having it. They had me unplug it and plug it in 20 times. Then told me multiple times they will call me back and never would. When I finally got to speak to a manager which was close to impossible (Leo H) he told me there was nothing they can do and couldn’t give me a refund either. They literally sold me a broken router and data that I couldn’t use and wouldn’t give me a refund. This is a scam.