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Earthlink Consumer Reviews

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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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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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Earthlink DSL Customer Support
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

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.

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Fraudulent Charges - Air Supply - Nasty Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Do Not Use Earthlink - Ever!!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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...

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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 Has Kept Their Promise, as to the Price I Got Since 2008.
StarStarStarStarEmpty StarBy -
Rating: 4/51

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.

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Earthlink Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 12 ratings and
44 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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