EarthLink Internet
4.7
6.3
Overall Score
JOSELIN Nashville, TN
I have never had any issues with this service i have had this service over a year but now i hate this service and want to cut it off already! BAD CUSTOMER SERVICE AND WHY CAN'T I EVER SPEAK WITH A AMERICAN PERSON! SOMEONE THAT CAN DO THINGS RIGHT . my due date was on Nov 30 and i made a payment on the 4th of December when i called to make the payment the lady was having trouble making the payment then she comes back on the phone and says she couldn't make the payment because i didn't have money on the card. I knew i had enough money because i checked my bank app . When i checked she had CHARGED THE CARD TWICE!!!!! I advised her and she kept saying no and got an attitude saying the payment didn't go through that i had to make another payment. my account showed pending so i told her i was going to call back on Monday to see if both charges went through then she gave me a confirmation number. On Monday i called because they did withdrawal money from my account from the two charges she had made. Another rep had answered the call and i had told him about what had happened and wanted my refund from the second charge they had done . He also said that he wasn't going to help me and hung up !! BAD CUSTOMER SERVICE!! So now i called my bank and filed in a dispute , I want my money back! and I will be cancelling the service. they need to train their workers AND get american people instead Indian people. Not racist but each time they handle the call you cant really understand what they are saying and they do not help you at all.!!!
8 years ago
Kara B. Gastonia, NC
Tried Earthlink Hyperlink for a mere week and it was a bad experience from day 2. First off, the sales rep told me over chat the incorrect installation price and I had to talk to two different representatives to get the quoted price which I was told would be refunded over the span of 3 months. Well they knew what they were doing because the service is absolutely horrible and I will never keep it for the span of three months. I've had it for one week and I'm done. I chatted and called tech support 5 times altogether. I was told I'd get speeds of 12 mbps but really that meant only 80% of that (seriously?), well, I was regularly getting less than 1 mbps. I would call, they would ask me to turn off the modem, restart the computer (eye roll), 'clear' their lines, and the speed would go up to 12 mbps. Immediately after ending the call the speed would be back down to less than 1. This happened twice in one day while only trying to use one device. Imagine a regular day when my husband is streaming Netflix, my daughter is gaming, and I'm listening to Pandora. I called to cancel, the process took 15 mins and I was initially told my monthly charge wouldn't be refunded although she eventually agreed to refund the $32.37. I'm still out the $69.99 install fee for a service I had for about a week and was abysmal the entire time, plus the time dealing with the install and customer service. At no time was the sales rep upfront about the actual speed I would get or that this would be using AT&T DSL lines (which I had tried before and knew was very slow) and gave me misinformation on top of that (I'll never see the refund for the difference in price on the install fee I was quoted). If anyone out there is thinking about using Earthlink--DON'T DO IT!!!
8 years ago
Rebecca Seattle, WA
EarthLink customer since 2001. Last straw happening. No DSL service and waited 4 days to have my phone lines checked. Was to be fixed today. HA! Learned about noon that the phone company had an order to cancel DSL line and did so. Phone company gave me the order number from the order they received from EarthLink 6 days before I had no internet. Have had no internet for 4 days, waiting patiently only to learn they made a mistake and have not done anything to fix it. Have spent hours on the phone with EarthLink And phone company. My patience with this terrible technical and customer service is ending. Not worth the headaches I've had this week. Tired of their "So sorry for the inconvenience." statement. HA! If this company really cared about how they "inconvenience" you, their tech support would be competent and they would provide good service. Will see if this gets fixed tomorrow as promised. Was told twice today that someone would be here to check things at 7pm. Of course that didn't happen. Spent an hour waiting to talk to supervisor and promised would be handled first thing I the morning. I'll believe that when it happens! Having to change the email address I've had for 16 years can't be worse than this.
8 years ago
Libby Vallejo, CA
Last week I had left work early to wait for the technician to come and hook everything up and they did not show, when I called regarding the no show I was told that they tech had arrived and no one was home (which is a lie) I was home waiting the entire time.
I called on Monday 08/28/17 to cancel my service because of such poor customer service. I spoke to two different people and was told two different stories. I was given a conformation number and assured that getting my money refunded would not be a problem, however when I called again today 09/01/2017 I was told that because my service was already in use I could not have a refund. How can service be in use when they never showed to hook anything up?
My other issue with the company is and I know it sounds horrible, but I never spoke to anyone without an accent, I have a hearing problem and it is very hard to understand what a person is saying when the are speaking fast and trying to double talk you to keep your money.
EarthLink has a lot to learn about customer service and maybe just maybe they should hire people that speak English.
8 years ago
Barbara Glover New York, NY
This internet is horrible. I dont like doing reviews but I got DSL nearly a year ago and It took me ten days and two techinicians to start my internet. It finally took a nice Verizon technician to get on the phone with the Earthlink technical support to get it started. Now it has been since the end of January since I have had continuous service. I can barely checked my email. I have had technicians in my house twice and was told to buy a cord. I still have problems an it is Feb 16. Then he has the audacity to try and upsell me. My contract is up. So glad. I am paying 50 bucks a month for a internet that I cannot use. I will be calling the guy from time warner/charter today!! I thought this would be a good option, but it gets old when you have to walk five blocks in the rain to get to a library to use internet when you pay for internet.
10 years ago
ELSP13 Spokane, WA
HORRIBLE! Earthlink is a dying company and service and program are awful. I had to have EarthLink for several years because of where I lived. Not even satellite was available. The program has always been very slow, even at work when I use broadband. Very basic program with extremely limited options for settings, etc. When I had to order a modem it was so cheesy (flimsy plastic and wiring) it didn't work. I sent it back and the next one broke in a month. Then I finally had enough after all these years and called to cancel. They had the audacity to bill me for the 30 days AFTER CANCELLATION! Making me pay for a month I wouldn't even use. I went ahead and paid it so I would never have to communicate with that dying company ever again.
10 years ago
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.
3 years 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
Erich Fisher
No connection issues, great plan price. Definitely would recommend.
4 months ago
Reply from EarthLink Internet
Hello Erich,
I am glad to hear you’re experiencing reliable service and are happy with the plan pricing. EarthLink will continue to make sure we are offering the best service to our customers.
Samantha
Executive Relations Expert
I am glad to hear you’re experiencing reliable service and are happy with the plan pricing. EarthLink will continue to make sure we are offering the best service to our customers.
Samantha
Executive Relations Expert
Jan. 15th, 2026
Review Source
Tammy Holman
Love the easy no loss of internet. Customer service is EXCELLENT 👍
5 months ago
Reply from EarthLink Internet
hello Tammy,
We’re thrilled to hear that you’re enjoying a smooth, uninterrupted internet experience and that our customer service team has been excellent. Welcome to the EarthLink family!
Samantha
Executive Relations Expert
We’re thrilled to hear that you’re enjoying a smooth, uninterrupted internet experience and that our customer service team has been excellent. Welcome to the EarthLink family!
Samantha
Executive Relations Expert
Dec. 9th, 2025
Paul
Each time that I went to my computer to use the internet I have been able to
5 months ago
Reply from EarthLink Internet
Hello Paul,
I’m glad to hear that each time you’ve gone to use your computer, the internet has been working as expected. If anything changes or if you ever need assistance, please don’t hesitate to reach out—we’re always here to help!
Samantha
Executive Relations Expert
I’m glad to hear that each time you’ve gone to use your computer, the internet has been working as expected. If anything changes or if you ever need assistance, please don’t hesitate to reach out—we’re always here to help!
Samantha
Executive Relations Expert
Nov. 20th, 2025
Review Source
Robert Blalack
overall very satisfied with everything at this time. Internet service/reliability has been great.
6 months ago
Reply from EarthLink Internet
Hello Robert,
We’re thrilled to hear that your internet service has been reliable and that you’re very satisfied so far.
Samantha
Executive Relations Expert
We’re thrilled to hear that your internet service has been reliable and that you’re very satisfied so far.
Samantha
Executive Relations Expert
Nov. 10th, 2025
Review Source
Gabriel Ronquillo
Very affordable and services my large family with multiple teenagers without disruption. Great service and coverage!
10 months ago
Reply from EarthLink Internet
Hello Mr. Ronquillo,
We’re glad to hear that EarthLink Internet has provided your family—especially your teenagers—with reliable, uninterrupted service. And to top it off, it’s great to know you're also enjoying affordable pricing!
Samantha
ER Specialist III
We’re glad to hear that EarthLink Internet has provided your family—especially your teenagers—with reliable, uninterrupted service. And to top it off, it’s great to know you're also enjoying affordable pricing!
Samantha
ER Specialist III
Jul. 9th, 2025
Ronnie Beahl
EarthLink lied to me from start.
1st EarthLink has its own internet , they don't share with at&t. LIE you use at&t line.
2ND there is no early termination fee . we have no contract . LIE 200 dollars early termination fee
3RD our technician will install your internet . LIE at&t installed it
11 months ago
Reply from EarthLink Internet
Hello Mr. Beahl,
I'm sorry to hear that you feel misled during the sales process. To clarify, while we do utilize third-party infrastructure—such as AT&T technicians for installation—the internet service itself is provided and managed by EarthLink. We cover the cost of these technicians as part of delivering our service.
Before any sale is finalized, we make sure to inform customers of the service agreement, which includes a potential early termination fee of up to $200.00. I attempted to locate your account but was unable to find a match.
Samantha
ER Specialist III
I'm sorry to hear that you feel misled during the sales process. To clarify, while we do utilize third-party infrastructure—such as AT&T technicians for installation—the internet service itself is provided and managed by EarthLink. We cover the cost of these technicians as part of delivering our service.
Before any sale is finalized, we make sure to inform customers of the service agreement, which includes a potential early termination fee of up to $200.00. I attempted to locate your account but was unable to find a match.
Samantha
ER Specialist III
May. 29th, 2025
AShorty Kinder
I love y'all Earthlink, I haven't had a outage or any interruptions even in our bad weather we been having in Missouri... Thank You So Much!!!
1 year ago
Reply from EarthLink Internet
Hello,
We are thrilled to hear you enjoyed your EarthLink internet without any outages or interruptions. Congratulations on your move to Missouri! In order to see if we offer internet at your new address please reach out to our sales team and they will be happy to assist you.
Samantha
ER Specialist III
We are thrilled to hear you enjoyed your EarthLink internet without any outages or interruptions. Congratulations on your move to Missouri! In order to see if we offer internet at your new address please reach out to our sales team and they will be happy to assist you.
Samantha
ER Specialist III
Jan. 14th, 2025
Review Source
Tricia ONeal
Fast, reliable with no downtime since installed. Recommended to my daughter. Price is reasonable and less than what we were paying from Spectrum.
1 year ago
Reply from EarthLink Internet
Hello Ms. O'Neal,
I am happy that you were happy with your internet speed, reliability, as well as the pricing of your internet and that you recommended us to your daughter.
Samantha
ER Specialist III
I am happy that you were happy with your internet speed, reliability, as well as the pricing of your internet and that you recommended us to your daughter.
Samantha
ER Specialist III
Jan. 13th, 2025
Valencia Rogers
I'm disabled I've been struggling to pay my bill since 2023 only to find out that I've been double billed and I've been waiting for over a week to hear from someone about a resolution to the problem. Since then they have disconnected my service because I refuse to pay when they owe me hundreds of dollars in refund for double billed service. Poor customer service and an awful company.
1 year ago
Reply from EarthLink Internet
Hello Ms. Roger,
I have looked over your account, and we apologize that you were overcharged. We honored your request and issued you the refund, so any money you overpaid has now been refunded. Again, we apologize that you were initially overcharged. We have now refunded all overcharged money to your card.
-Thank You,
Samantha
ER Specialist II
I have looked over your account, and we apologize that you were overcharged. We honored your request and issued you the refund, so any money you overpaid has now been refunded. Again, we apologize that you were initially overcharged. We have now refunded all overcharged money to your card.
-Thank You,
Samantha
ER Specialist II
May. 29th, 2024
Carrie Miller
If I could leave less than one star, I would. Lie all the time saying that they didn't have a record of me calling them to cancel and ended up overdrafting my account and now my kids and I can't eat. The left me on hold for over 2 hours and I couldn't understand a word they said. They basically treated me like a idiot. I had an entire 100lb now I can't use it or get my Money back. DON'T EVER GO WITH THEM!!! UNLESS YOU ENJOY GETTING RIPPED OFF AND UPGRADING YOUR STRESS LEVELS TO ALARMING LEVELS. BE SMART STAY AWAY!!!!
2 years ago
Reply from EarthLink Internet
Hello Ms. Miller,
My name is Samantha with Executive Relations. I am sorry that you have had multiple issues with your cancellation, as well as issues with our billing. I would love to take a look at your account if you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to look over your account and see what solution we can come up with to relieve you of your stresses. Again, we apologize for the issues with customer service and the handling of your cancellation, as well as the overdraft our billing charge caused.
My name is Samantha with Executive Relations. I am sorry that you have had multiple issues with your cancellation, as well as issues with our billing. I would love to take a look at your account if you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to look over your account and see what solution we can come up with to relieve you of your stresses. Again, we apologize for the issues with customer service and the handling of your cancellation, as well as the overdraft our billing charge caused.
Oct. 11th, 2023
Dillynn Perry NC
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.
2 years ago
Reply from EarthLink Internet
Hello Dillynn,
We want to let you know that there is a one-time P&H fee of $79.95 that applies to your purchase. We make sure to inform all our customers about this fee during the purchase process. Unfortunately, this fee is non-refundable.
Our records show that your device was functioning properly, as 95 out of 105 gigabytes were used from your data plan. However, since you have already used up your monthly data allowance, we cannot issue a refund for your first month's bill.
If you have any further questions or concerns, please do not hesitate to contact my team and me at https://www.earthlink.net/customer-review-help/. If you think there has been a mistake, I would be more than happy to investigate the matter further.
Best regards.
Nelson-Exec. Relations Specialist II
We want to let you know that there is a one-time P&H fee of $79.95 that applies to your purchase. We make sure to inform all our customers about this fee during the purchase process. Unfortunately, this fee is non-refundable.
Our records show that your device was functioning properly, as 95 out of 105 gigabytes were used from your data plan. However, since you have already used up your monthly data allowance, we cannot issue a refund for your first month's bill.
If you have any further questions or concerns, please do not hesitate to contact my team and me at https://www.earthlink.net/customer-review-help/. If you think there has been a mistake, I would be more than happy to investigate the matter further.
Best regards.
Nelson-Exec. Relations Specialist II
Sep. 28th, 2023
D Mott Williamston, MI
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
2 years ago
Reply from EarthLink Internet
Hello,
This is Samantha with Executive Relations; I am sorry that you were still charged the installation fee when you tried to cancel. I am more than happy to assist you with canceling your so if you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to assist you going forward. Again, I apologize that you wanted your services canceled; we still charged you and sent the modem out to you as well. Rest assured that I will work with you so that we can refund you for the installation and get the modem sent back so that you are not charged the 200.00.
This is Samantha with Executive Relations; I am sorry that you were still charged the installation fee when you tried to cancel. I am more than happy to assist you with canceling your so if you fill out this form https://www.earthlink.net/customer-review-help/, I will be happy to assist you going forward. Again, I apologize that you wanted your services canceled; we still charged you and sent the modem out to you as well. Rest assured that I will work with you so that we can refund you for the installation and get the modem sent back so that you are not charged the 200.00.
Aug. 8th, 2023
Tina Riipi Lehigh Acres, FL
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.
2 years ago
Reply from EarthLink Internet
Hello,
This is Samantha with Executive Relations; I am sorry that your health is not good and that you have to move out of state. I want to see what I can do to assist you with that cost, so if you fill out this form https://www.earthlink.net/customer-review-help/, I will look over your account and see what we can do about the early termination fee. Again, I want to apologize that you are not satisfied with the internet speeds you received. We say up to because there could be mitigating factors that can make the speed slower. Those factors could be weather, defective lines/equipment, or infrastructure, all are out of our control. I still want to see what I can do to alleviate the cost of the ETF.
This is Samantha with Executive Relations; I am sorry that your health is not good and that you have to move out of state. I want to see what I can do to assist you with that cost, so if you fill out this form https://www.earthlink.net/customer-review-help/, I will look over your account and see what we can do about the early termination fee. Again, I want to apologize that you are not satisfied with the internet speeds you received. We say up to because there could be mitigating factors that can make the speed slower. Those factors could be weather, defective lines/equipment, or infrastructure, all are out of our control. I still want to see what I can do to alleviate the cost of the ETF.
Jun. 15th, 2023
Paul Stoyanoff Birmingham, AL
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.
2 years ago
Reply from EarthLink Internet
Hello Mr. Stoyanoff,
My name is Samantha with Executive Relations; it sounds that you purchased out wireless internet. With the wireless plans there are data caps and once you reach the limit the speeds do slow down. If the data that you have is not enough the options that we offer is to up the data, or you can purchase a one time GB package. As for the router we do not charge $270.00 up front however, we do advise that if you cancel the service to make sure that you return the router or we will charge for the router. When you purchased service we charge a one time activation fee, and then we charge a month in advance after the fact, once the internet has been turned on. I am not sure who told you that you would be paying $270 upfront for the modem. I am sorry for the confusion in regards to the charge, as well as not being able to provide you the best internet service for your needs.
My name is Samantha with Executive Relations; it sounds that you purchased out wireless internet. With the wireless plans there are data caps and once you reach the limit the speeds do slow down. If the data that you have is not enough the options that we offer is to up the data, or you can purchase a one time GB package. As for the router we do not charge $270.00 up front however, we do advise that if you cancel the service to make sure that you return the router or we will charge for the router. When you purchased service we charge a one time activation fee, and then we charge a month in advance after the fact, once the internet has been turned on. I am not sure who told you that you would be paying $270 upfront for the modem. I am sorry for the confusion in regards to the charge, as well as not being able to provide you the best internet service for your needs.
May. 24th, 2023
Arron Russell Denver, CO
SO I MOVED OUT MY APT FOR ABOUT 6 MTHS I GOT MY NEW PLACE , CALLED CUSTOMER SERVICE SPOKE TO A REPRESENTATIVE "TRYIED TO TRANSFER SERVICE TO NEW ADDRESS".REPRESENTATIVE SAID THEY COULDN'T TRANSFER IT AT MY NEW PLACE COULDN'T FIND ADDRESS THROUGH THERE SYSTEM. I ASKED TO CANCEL IT THEN IF I CAN'T USE SERVICE.... TILL THIS DAY I'M "STILL BEING CHARGED MONTHLY FROM THESE SCAM ARTISTS PLEASE PEOPLE GO TO A DIFFERENT COMPANY WORST EXPERIENCE I'VE EVER HAD...............
3 years ago
Reply from EarthLink Internet
Hello Arron,
My name is Samantha with the Executive Relations team, I understand your frustrations that after you moved you tried to have your service transferred. However, since we do not service your current address you state that you are being charged for your service with us. The only way that we would still be charging you is if you did not cancel your service, or if you are referring to the ETF fee, which you agreed to before acquiring service with us. The terms and conditions can be located at https://www.earthlink.net/tcs/internet-service-agreement/. It is also best practice prior to moving to contact us so that we can avoid any fees. I would like to take a look over your account so if you fill out this form https://www.earthlink.net/customer-review-help/, and once I look over your I account I will be happy to give you a call. Again, I apologize about your frustrations.
My name is Samantha with the Executive Relations team, I understand your frustrations that after you moved you tried to have your service transferred. However, since we do not service your current address you state that you are being charged for your service with us. The only way that we would still be charging you is if you did not cancel your service, or if you are referring to the ETF fee, which you agreed to before acquiring service with us. The terms and conditions can be located at https://www.earthlink.net/tcs/internet-service-agreement/. It is also best practice prior to moving to contact us so that we can avoid any fees. I would like to take a look over your account so if you fill out this form https://www.earthlink.net/customer-review-help/, and once I look over your I account I will be happy to give you a call. Again, I apologize about your frustrations.
Dec. 14th, 2022
spanky G Washington, DC
I been with EarthLink for 4 years when your service gets turn off and you pay the bill it takes almost a month to come back on they keep lying saying the next business day but it's a lie they is bad for business I just paid for my service again on Wednesday 23rd of November 2022 and my service is still not on I even told them I work from home they don't care about that
3 years ago
Reply from EarthLink Internet
Hello,
My name is Samantha and I am with Executive Relation Team. I am devastated to hear that you have had issues getting an installer to come back out to get your internet up and running. If you fill out the information at this link https://www.earthlink.net/customer-review-help/, I will take a look at your account. I will also look into why nobody has been there to install your internet. I look forward to working with you so that we can get your internet up and running.
My name is Samantha and I am with Executive Relation Team. I am devastated to hear that you have had issues getting an installer to come back out to get your internet up and running. If you fill out the information at this link https://www.earthlink.net/customer-review-help/, I will take a look at your account. I will also look into why nobody has been there to install your internet. I look forward to working with you so that we can get your internet up and running.
Nov. 29th, 2022
Annalise Ball Las Vegas, NV
This is the shadiest company I have ever dealt with. I paid $100 for installation and it’s been two weeks and no installation. No one can tell me when it will happen or why it hasn’t. They tell me every day that they can’t get ahold of their technicians. I ask to speak to a supervisor and am told I can’t because they are busy. They won’t give me my money back. Sounds like theft to me.
3 years ago
Reply from EarthLink Internet
Hello Annalise, my name is Nelson with the Executive Relations Team here at EarthLink. I'm very sorry it has taken so long to get your services installed. I want to take a look into this for you and see if it's possible for us to get our installers out to you sooner. Please reach out to us at https://www.earthlink.net/customer-review-help/. There you can enter your name, number, email, and any comments related to the installation related issue you're experiencing. From there I will personally reach out to our installers in order to find out exactly what may be causing the delay in your installation. It's possible that a refund or credit may be in order due to the time it has taken to get this installation done, however I won't know until I have the information needed to pull up your account. Thank you for reaching out, and I hope to hear from you soon!
Nov. 29th, 2022
Louise Severine Dothan, AL
It's not even 2 weeks I've had EarthLink and it's by far the worst internet company ever. They quoted a fee of $79 when I called then after they charged me an extra $80 and said that was the monthly fee. To add insult to injury after paying all that money the internet does not work, it keeps buffering, then they keep texting me about my data usage and how I need to purchase more. I'm sending them back they piece of junk immediately. WORST INTERNET PROVIDER EVER!!!!
3 years ago
Reply from EarthLink Internet
Hello Louise,
I am sorry that there was a misunderstanding regarding the internet fee. We charge a install fee and then when the internet is installed we charge for the plan because we bill a month in advance. Depending on how many devices, the type of device you are using can use up a lot of wireless data. We apologize that your experience wasn't everything you were told it would be, we do our best to recommend the best plan for a customer based on their internet usage, however it's clear we've missed the mark. You can reach out to us here at https://www.earthlink.net/customer-review-help/, so that someone can assist you further . Again, we here at EarthLink apologize that our service has not met your needs yet.
I am sorry that there was a misunderstanding regarding the internet fee. We charge a install fee and then when the internet is installed we charge for the plan because we bill a month in advance. Depending on how many devices, the type of device you are using can use up a lot of wireless data. We apologize that your experience wasn't everything you were told it would be, we do our best to recommend the best plan for a customer based on their internet usage, however it's clear we've missed the mark. You can reach out to us here at https://www.earthlink.net/customer-review-help/, so that someone can assist you further . Again, we here at EarthLink apologize that our service has not met your needs yet.
Sep. 21st, 2022
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
3 years 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
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!!!
3 years 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.
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
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!!!
3 years 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.
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
doramus marks Millington, TN
the representative was very courteous and understanding. I highly recommend Earthlink. The speed and connection is wonderful.
3 years 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
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.
3 years 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
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.
3 years ago
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.
4 years 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
Serenity Me Jacksonville, FL
They don't tell you when you use up the internet provided it just cuts off they also say they are sending you the return label over and over never send it and then charge you $200 and then tell you that the only solution is for YOU to pay out of your pocket to mail their equipment back since they are having issues with their return label process. So because EARTHLINK can't seem to figure out how to get me a return label now I have to pay for shipping out of my own pocket. Disgusting.
4 years ago
Reply from EarthLink Internet
Serenity, we're so sorry for your experience. We'd like the chance to make it right, so we're sending you through private message the contact information for our Executive Relations team to see if they can help. they're a higher level of support, and may have additional options. In the meantime, you can also reach us at (888) 327-8454 9:00 AM to 10:00 PM ET, 7 days a week
Apr. 19th, 2022
Keith Matthews
The absolute worst of the worst. They cut off my service for nonpayment just after midnight when they're closed. Their hours are 9am to 10pm. I am EBB approved and shouldn't need to make any payments because my service is less than $40 per month. I've been with Earthlink for over 20 years and sick of their horrible service. This time bought them a lawsuit because I'll be sewing the $#|! out of them!!! I'll get DEEP in their pockets and hope they go out of business!
4 years ago
Reply from EarthLink Internet
Thank you for being a long-time customer, Keith. We’re very sorry for your experience and understand how frustrating it is to be without internet service. Let's connect you with our Executive Relations Team — they'll be happy to look into your concerns further and see what they can do to help. We'll share their contact info in a private message. If there's anything further we can do to turn your experience around, please let us know.
Feb. 25th, 2022
Kathy Roberts Louisburg, NC
Worst company to have. Had them for 16 yrs. Went from $4.95 to $8.95. Raised me from $5.95 to $7.95 without ever notifying me of a price hike. The only notice was invoice saying we're going to charge you acct x amt. Then it was $8.95 and lowered my space from 300 to 200 and I couldn't receive mail bc it said mailbox is full. Please don't deal with this company so many free ones out there or pay for a private one for alot less money.
4 years ago
Reply from EarthLink Internet
We're very sorry for your experience, Kathy! We really missed the mark, and we apologize. Thank you for sharing your feedback — we'll pass it on to our team so we can continue to improve our service. If we can assist you with anything else, please let us know.
Feb. 22nd, 2022
JMc Springfield, MO
I am under a contract and yet they can’t provide the service I am billed for. They hang up the phone in you, after you have been trying to get issue resolved for over an hour. They waste your time and bill you for services you do not receive without any compensation. They don’t keep their word. They out right lie to you! Don’t make the mistake of getting their service that is out more than it is provided. Horrible! Terrible service provider!
4 years ago
Reply from EarthLink Internet
Oh no, we're very sorry for your experience! Let's connect you with our Executive Relations Team — they'll be happy to help. We'll share their contact info in a private message. If there's anything further we can do to turn your experience around, please let us know.
Feb. 22nd, 2022
c sil Shreveport, LA
Should be zero stars I live in a small mobile home the modem/router is in the middle of the home yet at each ends service sucks and has a bad lag I constantly have to reset it very very unreliable service And not worth the money at all I should have just stuck with my mobile hotspot on my phone now I’m stuck in they’re contract and they won’t do anything to help my advice steer clear of EarthLink unless you want to pull all your hair out on a daily basis
4 years ago
Reply from EarthLink Internet
We're very sorry for the trouble you experienced with your service. We understand that spotty internet is frustrating and inconvenient, so let’s see what we else can do to help. Please give our Executive Relations team a call – they’ll be happy to take a look. We’ll send you their contact info in a direct message. If there’s anything else we can help with, please let us know at 888-327-8454.
Feb. 4th, 2022
Review Source
punkrock 666 Bethlehem, PA
Was looking for a better internet what waste of time 2 weeks no hook up said got a text message saying coming on the 6th no show called and got transferred 3 different times I did the live chat they said they still coming its 7pm at night😂 the end of the day they tell me I ask what time that is 12pm 🤔 I asked to cancel my order I don't want it they give me a bs number so I told them im calling my bank what a scam
4 years ago
Reply from EarthLink Internet
We’re so sorry for the trouble you experienced with installation. We've shared the number for our Executive Relations Team in a direct message — they’ll be happy to look into this further and take care of getting your order cancelled. If there’s anything we can do to change your mind, please let us know.
Dec. 8th, 2021
juliemarie woodman Jupiter, FL
horrible costumer serivice - teck - did not show when sapossed to -- called me at 8:30 am -- an never showed - besides making rube comments - when he thought i had hung up -- he said yeah - i make sure i won't show up before noon. -- so never showed - i called earthlink at 11:26 - on phone till 12:20 --
wasted my time this morning - never showed - teck was rude - just horrible experience
4 years ago
Ethel Anaheim, CA
If I could give lower than 1 star, I would. Technician was scheduled to install on June 17, 2021 between 1pm and 3pm California time. He never showed up, no communication at all. I called Earthlink 4 times and waited approximately 15 minutes each time to speak to someone. I finally spoke with a rep and told her I want to cancel which she did. Very poor service.
4 years ago
aliza nobel Wickliffe, OH
Don’t recommend this company at al. The ppl barely know English or math. I missed one month of payment so I was trying to pay last month and this month. My bill is 70$ a month . So two months is 140$ . How my bill 253$ I called back multiple times and got different answers from different ppl . So they don’t even know . Long story short . They try to charge me 200$ Every month since I’ve had them and I always have to talk to a manager to get the issue resolved . This month though, idk what’s going on . They just scamming and finessing I guess . Can’t wait to switch
4 years ago
RiverBear Astoria, OR
I am a Twenty year customer of Earthlink. Earthlink was once an excellent company for customer service. Now it is terrible. Spent hours on phone and chat lines with Earthlink support. The problem is that none of my two iPads and my iPhone are receiving emails because of server issues at Earthlink. According to Earthlink customer service .... Earthlink email is not compatible with Apple Mail. !!!!!
What a joke . Like anyone would stay with Earthlink and toss their Apple devices.
5 years ago
Old Audiophile Leverett, MA
Earthlink was great in the early going. However, ever since AT&T acquired them, they have been nothing short of abysmal. Can you imagine every email you sent out never having been delivered and never getting an error prompt or mailer-deamon to that effect? Can you imagine this going on for well over 6 weeks or more and having to spend several days, over the phone, with their technoweenies to correct the problem? That is Earthlink today. Thinking about an ISP? Webmail? Look somewhere else!
5 years ago Edited March 15, 2022
Reply from EarthLink Internet
Thank you for taking the time to leave a review. We're sorry for the trouble you experienced with email, and understand your frustration. Would it be helpful to speak with our Executive Relations Team? We'll share their contact info in a private message. Please let us know how we can improve your experience! Thanks again for sharing your feedback.
Mar. 15th, 2022
Sam Hernandez ,
Horrible company.BEWARE they use other internet services such as Centurylink to install services.It is not directly Earthlink.They also promised fiber cable but gave me Centurylink phone line DSL.Then locked me into a contract and did not want to give me my money back.They are scammer and want your money.Plus, you can never get through on the phone its always a Indian person and your call gets drop.Save yourself the headache and stress.I got the same crappy service I had with Centurylink but got locked into Earthlinks contract for more money!
5 years ago
Wauz Dancer Temple, GA
Service getting worse. I need to close my account and more on after 20+ years of email service. A pain in the rump as a contractor and worried my clients will not get the change of email and cost me $$$. No matter if the service is down I can read their emails sent to me. I signed up back in the day when this ISP was Mindspring. Much better service back then. Now it seems all the customer support is offshore.
5 years ago
Joliene Romero Clarkston, GA
This internet is trash.I wouldn't recommend you to buy this internet.We have been calling them for atleast 5 days and the lady that answered said that they would be here within 24 hours.Then the next time we called she said that there business was closed until next Monday.Ever since we have been waiting for a call.The last call was on April 18.Again wouldn't recommend you to buy this internet.
6 years ago
Carolyn woodson San Leandro, CA
Please do not get there service.If you want to cancel they will charge you a 200.00 cancellation fee even though it's there service that sucks.Nobody higher up that you can talk to except customer service and they give you the run around.I don't want to pay a cancellation fee for a service that I wasn't pleased with would you ?Save yourself the headache don't sign up for this service.
6 years ago
Jack Feasterville, PA
Earthlink has abysmal Internet service, what their advertisements claim and what is actually delivered are mutually exclusive. I've experienced lower than 1mbps download speeds, it is usually around the 100-450kbps range. Trying to use Earthlink's customer service makes you wanna jump into a swimming pool filled with rubbing alcohol and razor blades. It rivals Fallout 76 for worst connectivity issues and it just ISN'T worth anything.
6 years ago
Aram Accord, NY
The worst rip-off company I've had to deal with in years. They went from free email hosting to charging $4.95/ mo to just keep my email address and forward all my emails to my google account. It turns out they stopped accepting and forwarding emails six months. But it's impossible to get refunded or even stop further charges without calling. I've been on hold for 35 minutes now... Fuming!
6 years ago
Chad Springfield, MO
Earthlink uses whatever internet is in the area then charges an extra $15 on top of what the local company charges. They told me the speed would be 25 MB download and 10-15 MB upload speed. AT&T is my local internet and they installed the Earthlink and said that their fastest speed is 24 MB Download and 2 MB upload. After speaking with Earthlink they said that my Install fee was non refundable even though they lied about the speed they could provide in my area.
6 years ago
