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Internet service being down
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HAMDEN, CONNECTICUT -- I have been a EarthLink customer from the time they bought out One Communications countless years ago. From day one the 1st thing is my bill went up only a few dollars but still higher than it was with One Communications. But ok let it slide. Then my internet service went out and I could not connect to the net. This became so regular I would lost my service about once every 30 to 60 days most times. It would only be down for a day but over the last 2 years it has dropped for days on end. Once was 8 days, other times 2 days, 4 days, 2 days, 3 days, 7 days, 5 days. My business is run through the net and when my service drops, I lose lots of money.

So the last time it dropped it was for 6 days. And instead 2 months ago I had my bill in hand but didn't pay it as I will be dammed if I'm paying for service I don't have and keep losing because of them. I call EarthLink to see if I can get my bill readjusted for all the lost time I have been without service. They offered me 24 dollars off my bill. Is this a joke? I have lost 1,000s and 24 bucks is it? I told them I want my bill for the last two months wiped out and a balance of 0. I them will stay with EarthLink and not take them to small claims for the 6 claims I have in hand for lost services.

The service is so bad I know the 800-962-2488 number by heart. It's kind of sad to know a customer service number by heart. If I add in the times my voice line was down it becomes even more of a total joke. Stay away from EarthLink. They are bad. Not just bad but real bad.

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Horrible Customer Service
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

NORTH CAROLINA -- I have had Earthlink since 1998. Up until last year it wasn't a bad service. Until the last 12 months I had few issues, but recently the email issues are growing in numbers and today I called when my emails kept disappearing out of my Inbox. I was transferred 6x until finally I told the last person (all non-American) that I wanted a supervisor. She ignored my request and asked me how I could help her. I stated she should not ignore my request but rather give a manager which she finally did.

He was person 7. He said he would not transfer me and see that I got help finally. So I told him my issue (for the 7th time) and when done he said "But Ma'am, I'm BILLING!!!" She had apparently given me a billing manager when my issues were all about email. I have been a loyal customer for 14 years. Today I am leaving Earthlink for good!!! Earthlink sucks!!!

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Horrible Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SPOKANE, WASHINGTON -- 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. Yay!

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Earthlink.net Server Seeking to Get Us to Pay Way More for HIGH SPEED
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- ANYONE ELSE FEEL Earthlink.net has dumbed down the speed by a factor of 500%? Slow as molasses. Really makes it dreary to load my holistic prevention protocols on to the website. A FACTOR OF FIVE TIMES AS SLOW. My FTP clocks the speed. It's been days now. They went offline to set this up for the DSL customers and on phone techies tried to sell me the high speed service... I'm sorry is screamed so loud I didn't get the price he was asking. I HUNG UP.

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Complete Ripoff and Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Earthlink ripoff: I inquired into getting Earthlink internet service where I was moving to and was advised coverage was available. They took my credit card information and charged me a total of $40 but a technician called me and told me that internet was not available where I live due to the rural location. I called Earthlink to advise them this but they did not believe me. I offered to give them the contact number for the technician but they transferred me to tech support. They insisted internet was available and put in the service request again.

I was again called by another local technician who told me that internet was not available where I live. Earthlink continues to insist that I have internet service and I had to cancel my credit card to get the charges to stop because they refused to cancel my account. I disputed the charges that had already gone through with my credit card company but was unsuccessful because Earthlink told them I had internet service and never canceled.

Today I received a bill from Earthlink for $110. I called them and they would not talk to me for several minutes because the person kept asking me for my email password which I had no clue what he was talking about. He finally told me that there was an early termination fee and he said something about the bill being due to me disputing the charges with my credit card company (even though my dispute was not successful). He said there was nothing that could be done. I was charged for internet that I was never provided, had to cancel my credit card, and now have a past due bill which they said will be sent to collections. I don't know how to resolve this.

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Can't get an account closed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, PENNSYLVANIA -- This has gone out to 26 consumer complaint companies. If my account is not canceled, it will go to TV stations, newspapers, and cable news networks. I have sent a private message to Earthlink Internet as one ** at Earthlink suggested with all the info they need in order to cancel my account. No response. I have posted on their Facebook page multiple times to please contact me to cancel my account. They keep posting private message (already did that), or call them. I do not have a phone.

I have been trying to cancel my service with Earthlink since the day my former partner signed up for it last year. Their site makes it very difficult to figure how to cancel. I can't use chat. I can't call. I can't email. Now I see I have to send a registered or some other more expensive mailing to cancel this account. I think this company is ignoring me and I think that this company is stealing from me and thus am filing a complaint on this site.

I am being charged each month and have yet to use their services. I would like to have the services I do not want nor am I signed up for CANCELED. The account is under ** who has not been here since April, 2013. I would like all the money taken out of my checking account via my MasterCard refunded to date.

Now, most likely they are just another money grabbing corporation, and I probably cannot get it back. I repeat, I have never used their services, I did not order it, yet I am being charged since last May I believe. Cancel it now. Account **. I am on disability and if this is not taken care of soon, I will get the TV stations and attorney generals involved.

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If You Like Terrible support... You Will Love Earthlink
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN JOSE, CALIFORNIA -- I originally started with Earthlink back in 1995. What started as reasonable has gotten atrocious. If ever there was an example of terrible support.... EarthLink is it. If you call in for any problems you never get the same person. You have to waste 15 minutes going over the same details that you have already told several other people. Worse still, all the previous comments and problems are already written in your file and they are too stupid to read the comments. Even worse... you can tell the technician something and a few minutes later they will ask you a question about the same thing you have already answered.

I am currently in a loop of inaction with EarthLink that can only be described as insane. I am paying for DSL and barely getting dial up speeds. They keep telling me that an AT&T tech needs to come out to my home to check the lines. They check the lines... everything is fine... then they say they need to check the AT&T lines down the street. They find no problem with the line so they switch me to a different router or server and the problem is solved for a short period of time. Then the same problem occurs.

We go through the same song and dance about checking the lines at my home.... and then the street... then the router/server. That scenario has occurred about 6 times in the last 6 months. And it does not matter if you tell them the history and the solution. They have to do the same dog and pony show all over again.

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Earthlink Customer Service has known clue what customer service is
By -

Little background: I have been a Earthlink customer for 8 years, I started with dial-up, moved to Earthlink Broadband through my local cable company 4 years ago. This August I noticed a 1.95 access fee on my cable bill, so I called my local cable company to inquire and was told that it was a charge Earthlink was passing through on my cable bill. So I called Earthlink and after a 49 minute phone call Earthlink was able to confirm that yes they were charging the extra 1.95, but couldn't tell me why.

I asked this to be removed, and was told they would and refund all past charges (Now I know that 1.95 per month does not sound like much, but time that by the thousands of customers, you get my point). September bill comes still being charged. Called again and another 37 minutes later I am no further along than a month ago. This time I went to my local cable company's office and inquired what could be done. Nothing other than switching services, which I choose to do. Guess what. In October I get yet another bill from Earthlink, and this time I used the online chat to handle the issue.

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I Am Sick Of Being Ripped Off By Earthlink!
By -

LAKE CITY, FLORIDA -- I signed up with Earthlink for DSL internet service in August of 2005. I used the service exactly one week from the day it was turned on. I had a dispute with Bell South and requested they remove their line from my property. I decided to go with cable and VOIP. I called Earthlink and told them I needed to cancel my account. They informed me I was obligated to pay for one full year and if I canceled early I would still have to pay 240 dollars. I am such an easy target, I paid for the full year.

When the year was up I called them again and requested to cancel my account. They wanted to know why I wanted to cancel, I told them I don't have a phone line going to my house. I explained I had not used the service except for the first week. They canceled the account and gave me a confirmation number. The charge was 39.95 per month.

Six months later I just happened to check my bank account online and saw a charge from Earthlink! They had started taking out the 39.95 again the next month after I canceled! I called them again and went through the whole story and requested a refund. They credited my account for two of the five months they took. The charge stopped coming out. I did not check my account for about five months, because my husband became very ill and with everything going on with him I just simply forgot. One day while checking my account online I saw a charge from Earthlink for $39.95! They had started taking out the 39.95 again two months after I canceled the second time.

I was having a really bad time during this because I had lost my husband in June of 2007. I tried to contact them and couldn't get through. I tried again the next day same thing. Because there were so many things I had to deal with at that time I forgot to try to call them again for three months. This time when I called I got through and again told them the whole story of no phone line and that I had canceled already once. They of course were so sorry for all my trouble and again canceled the account. They were generous enough to refund two months of the five they owed me. As I said I am an easy target, so I agreed. The charges stopped again.

With the death of my husband I was having financial problems and decided to stay with my youngest son for a while and let another one of my children stay in my house and make the payment. This was in September of 2007. Although I checked my account each month I just didn't really look at it close. That is until one month a check to my doctor bounced. I knew the money should have been in the account. So I checked my account to see what had happened. WOW!

Earthlink had started taking out 39.95 in October of 2007. This was in Feb. of 2008. I called them again and was very upset. I went through the same routine again. They refunded two months. The charges stopped. Two months later in April of 2008 charges from Earthlink appeared on my account again. Only this time it was 3.95 per month.

I tried to call them I never got through. I tried everyday without ever talking to anyone. Last night I decided to go to their website. I found a live chat contact there. I started the chat with **. The only thing she could "do" was to give me a two month refund of the 3.95 and cancel the account again. I think there should be someone I could complain to. I feel I should have a full refund of all my money! I am undecided at this time as to what steps I will take from here.

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Earthlink Needs Work! Cancel Your Contract- more update #2-see end
By -

WORCESTER MA, MASSACHUSETTS -- 7/4/08. Believe I tried but after numerous additional sorry excuses that never repaired the service, I refused to pay my bill anymore. They said that they were going to get me for the $140 early termination fee. I told to go ahead because it would be either a cold day in hell or a judgment on appeal decision in court with a levy on my property before they might even think about collecting for the poorest of the poorest internet service. One even told me that if they did not get my system up and running that they would terminate my contract without penalty or charge. BIG LIE - did not get the call the next day or fix as promised.

I am so happy to be back with Charter Internet which isn't perfect but feels like heaven compared to Helllink (Earthlink). Earthlink still wants me as a customer! FORGET IT. I AM THROUGH WITH EARTHLINK - no person should have to put up with this incompetence.

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Earthlink Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 13 ratings and
45 reviews & complaints.
Contact Information:
Earthlink
1170 Peachtree Street, NE Suite 900
Atlanta, GA 30309
404-815-0770 (ph)
www.earthlink.net
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