EarthLink Internet

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.

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!

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.

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!

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 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.

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.

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.

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.

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...

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.

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!

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

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.

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.

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.

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.

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.

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.

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.

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

Do never ever be client with this unprofessional and bad company. I call to have internet because saw a webpage under the logo of Att&t. Called for I ternet service. The agent told me was att&t. But strange I got many email from earthlink... and I called to cancel. The agent try to convince me to stay and I sais please cancel it. She then transfered me to a superviseur and she offered me free instalation and 1 month free try. I did accept and have to wait for the technitien to call me 24 to 48 hours. Few days after called to know when the technitien will pass.... and Joseph a superviseur said have to wait the 48 hours end and HE personally will call me to confirme when the thecnitien will come home. He try to sell me IDENTITY PROTECTION OF 9.95$ MONTHLY. I refuse and ge voice and attitude got angry. He never called me back... but a lady salle me and told me she was from att&t and I need to wait home from 8am to 10 pm the next days. She then said I eligible for 2 PROMOTION! 1 SOLAR PANRL SYSTEME AND SECURITY HOME SYSTEME. I got a quotation from a comoagny that not seems legal at all and profesional to my email. I told the agent will contact him if I want it. He seems also not happy. They try to convince you to buy it. Telling how good and how much money will save etc etc... The next day I was waiting full day for att&t technitien to come home and never come!! I called earthlink and a Spanish lady Alexa told me my account was cancelled!!! She said I did called e times to cancelled it. TOTALY FALSE! I told her I want and need all detailed of when and name of agent I spoke to. Because that not true. She refuse I told her is my right and also she is been recorded.. she get angry agressive and hang up the phone! I called again and spoke with 3 more agents because each time they make me explain in detailed and hang up on me! Is INCREDIBLE. WORST THEN A NIGTHMARE. Some one must put a note in my file and all agent just block me and hang up the phone. Be ware with this FAKE company that make false promise and also sell your date information to others compagnie that try to sell you all sorte of things. That illegal because don't have our agreement. Be careful with your ID information. This comoagny give me the worst experience ever. They pit fake advertising to cheat people and make then believe they are calling att&t or all others using they logo and putting they own numbers. I do have all recorded and send and email to them that I want an apologize and explanation from a superviseur all records was sent and never ever they answer me. This is so serious and disturbing that must be make public for all citizen to not get cheated.

I have a internet service from EarthLink and recently the internet went out for the whole weekend, they sent out the technician on Monday and they told Me the modern was bad need to replace new one from EarthLink unless we want quicker way we can get our own one from store . And we did Get one from Best Buy but nothing work , still no internet and I try to called EarthLink back so so many time and asked for help to fit the internet so our family can use for work and school but they are very rude and so unprofessional, they put me on hold all day and disconnected the phone call and I have to called back and go through the problems again and again and they said call me back after 10 or 15 mins after they try to contacting with their team but nothing is going on. No one call back and next day I called them again and the same thing is happen and after that they require the code of modern but I was already on the way to work , they should ask me that since yesterday. Sooo , still no internet and nothing is help . They charge my money monthly and when internet is broken not working , they don’t care and been rude ! I don’t recommend this company with anyone else and I will switch to different one . Don’t use them 😡😡😡

I live in an apartment complex in San Diego. I called every internet provider searching for fiber optic, AT&T included. I was told by every company that they could not give me fiber optic because of where I live (the apartment complex is the issue). When I called EarthLink and gave them my address, apartment number included, the sales rep informed me they could give me fiber optic and increase my speeds and connection. That is the only reason I paid for them to install their equipment, with the idea that I would be getting fiber optic. Come day of installation I discover it's an AT&T technician installing my equipment because EarthLink piggy-backs off of their fiber optic cable. When I asked the installing technician why I couldn't get fiber optic direct from AT&T he told me it's because there is no fiber optic connection to this complex, and the connection he was giving me was not fiber optic, but fiber based because he was attaching a copper line to the fiber optic line. 24 hours after my install I called into EarthLink customer service ready to cancel because the service was even worse than what I had before. After being on the phone for an hour while they ran diagnostic and latency tests I was told they would have to send a technician out to see why I wasn't receiving the service I was promised. When the technician came out, 7 total days after my install, he informed me that they couldn't provide me with fiber optic because of where I lived. This was another AT&T technician, the people whose service lines and equipment EarthLink is piggy-backing off of. When I called to cancel the service and request a full refund I was told they couldn't refund my installation fee because, in their eyes, they were providing a fiber based service so they did live up to their promise, even though my connection and speeds were even worse than before I had their service and that wouldn't be the case if they had provided me with an actual fiber optic connection. That's like running 240 volts to a building, then stepping it down so the house can only handle 120 volts. Yes you had the better amount running TO the building, but once there you used a connection that would only allow it to run a smaller amount. I know the sales rep was just going off of what their system showed, I don't believe anyone gave me misleading information purposefully, but what I don't understand is how they won't refund me when the only reason I paid for the install was with the understanding I was getting fiber optic connection and not fiber based connections that actually performed worse. Ridiculous

The internet is good but that's because mine runs through CenturyLink but EarthLink has horrible customer support I can't get them to get my internet fixed even though my bill is paid. The customer service guy I talked to was rude and kept interrupting me so I had to get loud with him. I do not recommend going through them especially because they have a contract and if you cancel early you have to pay a $200 fee. They are not worth it don't go through them!!!

When I was searching for a reliable option for internet versus the woeful service I had from ATT, I spoke with an EarthLink Rep. This Rep asked a few questions about use and devices I would be using; once answered he advised that EarthLink would have “no problems” handling my demand, even with my kids on remote learning and my wife workout from home! He explained that their service is reliable at 24 up/down; and that I would experience no problems. This blatant lie never came to fruition; my kids experienced problems being able to stay connected during school; latency and other problems plagued my kids ability to effectively learn. My wife suffered from the same issues which caused problems with her job. When I complained about it, I was met with initially denial then some truth leaked out about their up/down capabilities. Ultimately they blamed all on bad equipment which was outdated; they never told me they used ATT equipment and lines. These were the clowns I was trying to get away from because of their poor service! Ultimately a Tech was dispatched who said the equipment should have never been installed because of its outdated nature. Finally this tech told me the truth about EarthLink; they could never get you above a “2” on the “up” side! Repeated conversations with EarthLink revealed the truth about them and it’s not good! They are horrible at customer support and worse at service and customer experience! I would never choose them If I knew I’d be lied to, to merely get a sale! Horrible and the worst of them all across the board! FACTS

I have NEVER left a bad review but the experience with Earthlink was so horrendous that I had to warn people. Whatever installation date they tell you when you are talking to the salesman that signs you up , disregard. I specifically asked how long before installation and was told two days. This was important because I was leaving town in two weeks not to return for two months. Well , the installation when I could finally get them to return my calls was not until a week AFTER I left. So I asked them to just cancel my order. I was then switched to their polite “harrasser”. This woman would not listen to me but just tried for 20 minutes to change my mind. Even yelling at her to stop did not phase her. Finally she relented but kept saying “it hurts me to lose a good customer”. How can I be a good customer if the service hasn’t even been installed? She said she would have to put me on a five to seven minute hold to get my cancelation number. After five minutes she comes on, doesn’t give me a cancelation number and tries to convince me not to cancel AGAIN. She tells ne I have to hold for another 5-7 minutes. It was 10 minutes later she came on and tried to convince me again. I asked for the managee and she was the manager! I demanded the cancelation number, finally received it and she tried again to entice me with a $20 discount for two months. I hung up since with the cancelation number I have proof that I canceled.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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