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Very Frustrating!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HERSHEY'S METAL MEISTER, LLC, ILLINOIS -- I wanted to set up a home office in a rural area that has very poor cell reception. I called Earthlink and placed an order for a cable connection. They scheduled a window when I was supposed to be at this property to install the service. Come to find out it was just to see if it's even feasible. They then pushed it off for several weeks till they can get a contractor to bury a line to the house. It kept getting pushed off week after week. Then the bills start coming. Without a finger lifted to install the service. To their credit, they did remove the bill, but this happened several times!

When you call in, you always have to wait when they put you on hold for 5-10 minutes while they talk with the "back office". Always the same answer. They still don't even have a date when they can get this installed. The person on the other end of the line was VERY difficult to understand. Broken English and poor audio quality.

After months of this I call in again to see where it is coming. They say that they don't have any order for this service at this property. WHAT!? Their automated system booted me off the list because the case was open too long. No, they can't put me back in line where I was. They would have to put me on the beginning end of the list again. I called a satellite company, Viasat and they had the internet installed several days later. A breeze to work with. And you could actually understand them on the phone.

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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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Terrible all around
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GEORGIA -- Tried Earthlink Hyperlink for a mere week and it was a bad experience from day 2. First off, the sales representative 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 minutes 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 representative 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!!!

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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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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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They Will Deactivate Your Email Account Without Warning and Lose Everything Saved. Be Warned!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TAMPA, FLORIDA -- I have a free email account with Earthlink for around 15 years now. Doesn't have a big space but enough for me to use it just fine. I had to delete my emails every other day or so before the box got full. I use it yesterday, clean my emails, and I woke up this morning and could not access my account. At first my password was not recognized, then when I tried to retrieve the "forgotten" password I found out that my account does not exist anymore; it got deactivated.

I called the customer service and I found out that the Earthlink discontinued the free accounts and now they want $5.99/month. I said, "Ok, I get my account back?" No, everything was deleted!!! I can get the same email, but a completely "clean" one with EVERYTHING ERASED. I complained about the "no warning", and they completely lied, saying they sent an email yesterday (10/03/2017). Well, if I did not receive it, it means they just plain lie! Even if that will be true (which is not), really, only one day notice? What if someone did not get the time to look over their email that day? Really? One day, and that's it?

BE AWARE! They can and will deactivate your email account at any time and without warning, and if you have anything saved of any importance, IT WILL BE ERASED. WHAT A SHAME! I will never sign with these people again, under any circumstances.

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Paying Bill on Deceased Husband's Account
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Account is in my recently deceased husband's name. I was trying to pay an overdue bill. They wouldn't let me pay because I couldn't answer the security question (name of his first pet; I knew everything but the name), the card it was paid with (canceled and tossed) or his online password (couldn't change that on the website because it would only accept an Earthlink email, which to the best of my knowledge he never created). I need to submit documentation that I'm the executrix AND a picture of myself IN ORDER TO PAY AN OVERDUE BILL. As soon as the dust settles and I can think again, I will be switching internet providers.

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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 Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 18 ratings and
50 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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