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.
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.
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.
ATLANTA, GEORGIA -- I have been an Earthlink customer since dial-up days. I have worked in technical support but encountered a DSL problem at home that I could not solve. I gave this rating three stars because the problem is not yet solved. I would not give regular customer service any stars.
My problem began when my old DSL modem broke after 10 years faithful service. I paid Earthlink for Fedex 2-day shipping. The new DSL modem arrived and did not work no matter how I tried to tweak the connection. After spending hours with regular service reps (**), I was told my call would go to senior tech reps who would call back but didn't.
Regular technical support expected me to wait for their call. Each time I called, the regular technical reps, they were polite, obsequious, and utterly ineffective. The only exception was one tech representative who chastised me for not waiting for a callback. Each time the reps ran through their support script even as I told them I was repeating the same steps over and over again and getting the same results.
At the reps' suggestions, I even called my computer tech support and made sure the problem was not with my hardware or setup. When I called this afternoon, a senior representative came to the phone and was unable to help. He offered to send me another new modem at no cost. I then called the Earthlink headquarters in Atlanta and got patched through to Tier-3 technical support. After nearly two hours of expert support, we determined the modem was indeed not working. Despite my initial frustrations with the regular reps, I was satisfied with the Tier-3 support from Atlanta. The Tier-3 technician *was* an expert who knew his business.
Lesson learned: I will *never* *ever* call the regular support line again; the reps simply do not have the technical skills necessary to solve more than the most rudimentary problems. If the new modem does not work, I will sever my business relationship with Earthlink and move to another ISP.
WORCESTER, MASSACHUSETTS -- Totally frustrating, a nightmare, I will never recommend EARTHLINK to anyone! I was tossed around regarding internet connection for almost two weeks and the problem was never resolved; I was on phone with them almost daily for 1-2 hours regarding internet connection. The shipping cost of $20 for equipment was taken from my account without my knowledge; monthly fees were deducted from my account and yet no services had been provided AT ALL.
I had an extremely difficult time canceling my order because they were trying to convince me to wait over and over; moreover they told me to hire services of an electrician to come and connect my internet. I had to yell and insist that I wanted them to cancel my order before they finally yielded. Another $90 was deducted supposedly because I terminated services that were never connected for even a moment and the grace period of 30 days will still 2 weeks away.
When I questioned this, they turned around to say that the $90 was being held because I hadn't returned their equipment. Again it was not my fault because they sent me another modem 2 days later, after I had terminated services. My money has not yet been refunded to date. Some of their staff members are rude and have no clue about what they are doing.
I called Earthlink to inquire about internet service. I erroneously gave them my credit card number as I intended to have it installed. After hearing more about their charges and services, I declined to hire their service and told them I do not want their service. Lo and behold I find that they turned me into collection for an unpaid bill.
After many attempts to contact them I finally get a live person. They tell me that they have no record of me and therefore there is no charge. I called my credit card company who called them (with me on the phone) - we got the same reply. I've emailed, mailed, everything I can think of... I still have an uncollected fee from them which I refuse to pay as I did not have their service. I have/had a very high credit score and they are going to taint that. NEVER EVER use EARTHLINK - they are scams..................
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.
MARYLAND -- Earthlink afforded me the absolute WORSE customer experience of my lifetime, in every sense of the words. As of Saturday, September 29, 2007 at 12:20 am, after waiting a ludicrous TWO WEEKS from the date of service purchase until the date my service would be active.
After over 15 calls totaling over 3 hours of phone time within a 12.5 hour span of time; after me having to make over seven car trips to relatives' houses and public places to use pay phones due to me not having a home phone; after depleting the gas in my cars gas tank; after being hung-up on by TWO Earthlink customer service SUPERVISORS; and after being lied to no less than FIVE times by Earthlink with no mention of compensation of any sort, I am still without DSL or Home Phone service that was promised to be fully-active and available to me on Friday, September 28, 2007.
Please bear in mind that Earthlink started billing me for service as of Wednesday, September 26, 2007 when my True Voice phone service was supposedly activated... something that makes absolutely no sense because you cannot even use the True Voice phone service without access to the internet.
Prior to Friday, September 28th, I had been in contact with Earthlink SEVERAL times throughout the week making sure that my service would be fully-functional, per Earthlink's guarantee, on Friday the 28th. I was assured many times that the odds I would not be surfing the net with ease and making phone calls on my state-of-the-art phone service, were infinitesimally small. Surprise, surprise, it was everything but.
Once again, America, with all of our jobs from these "big name" companies being outsourced to other countries (i.e. India), this customer service was a thousand times harder than it should have been. Of the 20+ people I spoke to on Friday, September 28th, NOT ONE of those reps were of American descent. ALL of them were Indians. The language barrier was roadblock enough, added to that their sorry excuse of company product knowledge completely sealed my fate for the evening.
Finally, at 12:15am on Saturday, September 29th, I was told that after 13 hours of B.S. I had to endure, nothing could be done for me until after 10am EST because the departments that should be able to troubleshoot my issues, were now closed.
Have Earthlink not lied to me at 11am EST on Friday and again at 2pm EST and then yet again at 7:15pm EST, I might have been able to speak to a technician in the appropriate department THAT DAY and had this issue resolved. Instead, Earthlink chose to blatantly lie to me to hush me up and hurry me off the phone. Now, I am a very understandably pissed person, writing this blog in complete disgust with a company whose services, I've yet to even use!
It is now Sunday, October 6th, 2007. I finally cancelled my entire account with Earthlink last Monday. According to Earthlink when I first signed up for service with them, I had exactly 30-days to cancel services with them without incurring any early termination fees. Surprise, surprise, at 10:56pm that night, Earthlink charged me a $35.90 fee. This WAS NOT disclosed at the time I cancelled my services.
I was told everything had been taken care of and I given a confirmation number. I only found out about the fee after checking my bank account online the following day. I had a feeling it was Earthlink who was responsible for the charge that was still showing as "pending" but I couldn't be sure.
I went to my bank the next day and sure enough, they were able to conclude that it was indeed Earthlink, who was behind the unauthorized charge of $35.90. When I called Earthlink (as soon as I returned home) I was told that I had been charged for terminating the True Voice phone service, early. That made absolutely no sense considering that the True Voice was part of a dual package that included the high-speed internet. So how can they charge me for just one part of the package, even if the charge was valid?
I started to make my case to the Indian representative and sure enough he was getting ready to tell me that his hands were tied because the charge was still "pending". That's when I cut him off and told him that if he didn't reverse that charge and give me a full refund then I would report Earthlink to the U.S. Federal Communications Commission (FCC). All of a sudden, he could now help me. He put me on hold for a while and when he came back, he assured me that he had taken the appropriate measures to issue me a complete refund, and to expect a credit back to my bank account within 72 hours (3 days).
As of yesterday (Saturday) which was the third day, I had no refund posted to my account. This is messing me up because I have my rent check that is going to clear by Monday or Tuesday and there was sufficient funds in the account to cover the check... that was until Earthlink fraudulently took out that $35.90 out of my account. So now either way, I am screwed. Either the bank will honor the check and clear it but charge me a $30 overdraft fee OR the check will bounce and I will now be late on my rent for the first time in my life and have to pay a $40 returned check fee on my rent.
When I called Earthlink yesterday to ascertain as to why I hadn't been issued my refund yet, after being transferred to SIX different representatives and hung up on once, I was told by yet another Indian rep that as far as she could see, Earthlink made NO PROMISE to issue me a refund, citing that the fee for $35.90 was for "use of the service", even though I never used the service considering it nevered functioned! So, Earthlink had lied to me yet again.
Then, when I threatened the imbecile with a lawsuit, she stated that even if she were to issue me a refund today, it would take 7-10 BUSINESS DAYS to get the credit on my account! So we went from 72 hours to 10 business days! Yet another lie. Then the idiot had the audacity to force me off the phone by saying that she could not "help me at this time but if I called back they could handle this matter" for me. I said, "call back when?" Her response... "in a month"!
A MONTH?! Are you kidding me? So now I have been conned out of a total of $55.85 from Earthlink and still had NO access to either phone or internet services. $35.90 for the fraudulent early termination/use of services charge and $19.95 for the shipping of the DSL modem and phone modem. That funny part is, Earthlink had NO PROBLEM sending me a pre-paid return shipment label to send their modems back! Guess what, those modems are now mine. So after that idiot told me to call back in a month, I told her that I was also apologetic because Earthlink was about to pay through the ** for messing with me.
Anyway, I will also be sending this blog to the Federal Communications Commission (FCC) as well as filing a complaint with the Better Business Bureau, in addition to inundating the local news channels and newspapers about this consumer disaster that is Earthlink. I will also post this experience on as many online websites I can find.
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.
I pay $29.95 for Earthlink internet service to this day. I have had Earthlink since 2008 at this price. It's not the fastest speed, but I'm in no hurry. I recently wanted to upgrade our cable service, but was told I would have to upgrade the internet service to theirs. The price I pay now is $64 for Earthlink and local cable. To upgrade both shot up to $90. I asked how much just for upgrading just the cable, not Earthlink. That was $99. Well since Earthlink kept their promise of $29.95 a month, I decided to stick with them.