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Earthlink Needs Work! Cancel Your Contract- more update #2-see end
Posted by on
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. The below chat message is about 1/20th of the chats that I had with useless Earthlink repairmen. 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).

Previous message: EArthlink still wants me as a customer after this chat! Here is my discussion on the Earthlink internet chat (about my 10th recent one):

Earthlink still wants me as a customer after this two hour chat! It detailed some of my problems with Earthlink Think about it long and hard before you switch to them. Here is my discussion on the Earthlink internet chat (about my 10th recent one):

'Deena S' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
[my internet address]: Earthlink has been unsatisfactory. We constantly - many times a day get disconnected. I want to be released and go back to my former isp.
[my internet address]: I have not been able to set up the LAN line as I did with my prior isp and part of the house has never been connected with Earthlink. It was with Charter.
Deena S: To best assist you, you need to speak with a Senior Customer Service Representative.
'Dorothy P' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
[my internet address]: You have been nice but nice does not make this system work for us.
Dorothy P : Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.
[my internet address]: did you read my previous comments before I got to you.
[my internet address]: my wife and my kids have been totally mad at me for giving you a chance. I wanted it to work. Either it is too difficult to make work right and too much time required for us _ I just can't live it.
Dorothy P: Please let me know the security word on the account which appears to be your xxxxxxxxxxx, for verification purposes.
[my internet address]: xxxxxxxx I don't have the time to keep up with the system.
[my internet address]: I did not have this experience previously.
[my internet address]: CAn I send everything back and let's just end our relationship.
Dorothy P: Thank you for the account verification information.
[my internet address]: There are too many charges for things I did not have to pay for when I had charter
Dorothy P: I see that you are under DSL service commitment period.
Dorothy P: If you cancel the account, you will be charged $149.95 as termination fee.
[my internet address]: Besides not working well you can see that there are many ways Earthlink is not delivering what you agreed to do-
Dorothy P: Please give us a chance to assist you further.
[my internet address]: I will not permit my credit card to be charged and have called to block your potential charges.
Dorothy P: I will transfer you to our technical department so that they will assist you to use the DSL service.
[my internet address]: What do I have to do - sue Earthlink for not delivering or have one of your people here making it work?
[my internet address]: you are wasting my time and yours
[my internet address]: I am not going to pay a termination fee for sorry service
[my internet address]: the people have been nice but that does not make yhe system work
Dorothy P: Please gove us one more chance to assist you.
[my internet address]: why
Dorothy P: I am sure that our technical representative will assist you to get the issue resolved.
[my internet address]: after several calls I am tired of call- I have disputed the bill
Dorothy P: sgtsavage
[my internet address]: yes
Dorothy P: I will process credit for one months charge so that you will get free service for one month.
Dorothy P: Can I go ahead and transfer you to our technica department?
[my internet address]: thank you but how many times do you need to help me. I am not willing to pay $150 but will offer $50
[my internet address]: please do not charge my credit card any further
[my internet address]: who has the authority to cancel this contract?
[my internet address]: are you still there?
Dorothy P: Yes, I am with you.
[my internet address]: we need to resolve this or else we are going to spend some time as I continue to give my evaluations on the consumer boards.
Dorothy P: Please hold on while I transfer you to our technical department.
Dorothy P: To best assist you, you need to speak with a Broadband Technical Support Representative. Please standby while I transfer you.
[my internet address]: What do you have to do with canceling service?
'Kennedy A' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
[my internet address]: Have you read my prior comments with the billing department.
Kennedy A: Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.
[my internet address]: I have now been many hours waiting for this problem to be fixed. I can never reach the Earthlink department responsible. Calling tech support is extremely frustrating and time consuming, and has not resolved any of my problems the last time, nor did it previously. Normal hold times can easily be half an hour before speaking to a tech, and the tech who answers usually can't understand the problem, and the problem continues. There is seldom a resolution at the end and I just give up. Their tech support system just gets worse and worse. There are a couple of competent high-level techs, but it takes multiple calls, being bounced from person to person, and cumulatively hours on hold to find one who has helped with anything. And still the problem goes unresolved at the end.
[my internet address]: On average it takes 15 minutes to get an Earthlink support person on the line, and every time, without fail, you must be transferred to at least two more people before you get to someone who will help you. Every call I've made to Earthlink support took over an hour, 90% of which was spent on hold. I honestly think the support people just bounce callers around to avoid speaking with them. The funny thing is that it takes less than 30 seconds to get an Earthlink sales representative on the line if you're signing up for DSL. And, unlike the hyper-friendly sales staff, most of the support people I've encountered at Earthlink have been poorly trained and irritable. I guess Earthlink has discovered that it's cheaper to get new customers than take care of existing ones.
Kennedy A: I sincerely apologize for the inconvenience caused to you.
[my internet address]: I know you try! and maybe you are one of the experts but I feel abused by nice people who are sticking with a system that does not work.
Kennedy A: I understand that you are not able to connect Internet using the DSL modem and you have already contacted us with to resolve the issue.
Kennedy A: I'll do my best to helps you.
[my internet address]: I get cut off about 15-30 times a day with the ADSL modem not being connected. I keep entering my password and then it tells me that I am configured. And then it starts again disconnecting me. This has been going on for at least 3 weeks now.
Kennedy A: Please let me know the make and model of your DSL modem
[my internet address]: zyxel 600
[my internet address]: the ethernet button is yellow - does that mean anything.
Kennedy A: Please let me know the complete light status on the modem.
[my internet address]: power and DSL are green with internet green blinking. Ethernet is yellow.
Kennedy A: What is the status of the DSl or Sync light?
Kennedy A: I am sorry for the confusion.
Kennedy A: You have given that.
[my internet address]: I have a cisco24 on the other side that links to 2 computers and a Linksys switchboard. Then that goes to a Neatgear wireless N and one current internet
[my internet address]: I don't know what the sync light is but the DSL was green.
Kennedy A: Are you now chatting from the same computer with which we are facing the issue?
[my internet address]: yes
[my internet address]: the other computer has the same problem too
[my internet address]: My computer runs off the cisco24 which is a very expensive router.
Kennedy A: Is this computer connected the DSL modem?
[my internet address]: through the cisco24 router -I also would like my Auvi Skype box to work but it has never worked with the router & zyxel600 modem.
Kennedy A: Try to access any any web site and let me know the error message that you receive.
Kennedy A: Please do this in the computer with which we are facing the issue.
[my internet address]: I am on my3cents now and it is okay for the time being but a little while ago when I was on firefox instead of IE7, every tab was reading ADSL Not connected and required me to reenter my password several times in order to get it reset.
[my internet address]: ALL THE COMPUTERS HAVE THE SAME ISSUE - EVEN MY SON's LAPTOP WHICH I CARRIED TO THE SHOP ON SATURDAY
[my internet address]: I am on my computer now. about 5 feet away is my wife's computer. I am ogoing onto firefox gmail where I was having my "last" headache a few minutes ago- this is the longest I have been on the computer without being booted.
Kennedy A: Are you using the Windows XP?
[my internet address]: YES - We use XP I have both computers on now. My email was the hardest to read since I could barely get the next message before getting booted.
[my internet address]: Letter to the Massachusetts Attorney General: As a consumer from your state, I felt it was my responsibility to bring to your attention the following problem. As a resolution, I would like the following steps to be taken to protect the citizens who are subscribers to internet (and perhaps even cell phones). I want this investigated. I believe Earthlink is taking advantage of its customers and then not providing satisfactory service. It's all just a scam that needs to be investigated. I have account numbers and further information if needed by you. First they sign you up for a year and then the sorry service begins. They threaten to charge you $149.99 if you disconnect early while attempting to force you to stay connected and paying to them for a service that does not work. After you have tried several times with their technical department which can barely fix any of the problems, you call again and again and again while they begin to take your money. We need a class action lawsuit brought on behalf of the citizens who have been set up for this sorry service. We need to get the citizens money back to them and the state communications agency needs to bar them from doing business in the state. They take up too much time trying to keep you on hold while not fixing anything and still charge you for poor service.Please contact me if you need more details regarding this incident.Jim Savage
[my internet address]: In the past few months I have attempted to rehook my LAN that I had operating with the prior ISP but it does not work with Earthlink who wants to charge me for any help and who also wants to charge me for virus protection that was part of the charter contract and they want to charge for use of their email system that I have never ever been charged before. They don't tell you until it is too late to cancel and they don't provide a comparison before. So each consumer has to be taken in what should be a standard system without silly promotions that only confuse you.
[my internet address]: I am sorry I have been waiting for a solution for a long time and need someone to contact me with a solution that will either make this system work or go to court with me to collect your money in that everything from Earthlink is not to be charged any further with my credit card. Try it and you just might make Citibank lose one of their customers- me.
[my internet address]: I have to go to bed. Can you call me when you are ready to fix my internet.

UPDATE ON WEDNESDAY:
Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question.
'Norman N' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
about the 15th attempt to chat!: This is about the 10th time in the last 1.5 hours that I have been disconnected from you while trying to resolve this problem. Please call me Here is a copy of the problem. Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question. 'Udale B' says: Thank you for contacting EarthLink LiveChat, how may I help you today? about the 15th attempt to chat!: I continue to get this message: Please enter your EarthLink Email Address and password -------------------------------------------------------------------------------- Email Address Password Your ADSL line was not detected. Please make sure your device is connected to a telephone jack using the included phone cable. Also verify your E-mail Address and Password then click the 'Next' button. -------------------------------------------------------------------------------- and then after many tries after Earthlink won't accent my address and PW, I get cleared for two minutes before being discontinued. about the 15th attempt to chat!: after several times of using the chat service and disconnects- this is not working and I have asked that my contract be terminated. Udale B: Hi, I will help you. Udale B: When exactly you are getting the above message? about the 15th attempt to chat!: Sorry to sarcastic but I have heard tat many times. about the 15th attempt to chat!: All the time - about 20-30 times during an hour session on ALL computers. about the 15th attempt to chat!: I was on the line for about two hours the other nite and nothing was resolved except for the continuing disconnect about the 15th attempt to chat!: Please stay with me - as my patience has more than been abused and either I want this fixed now or my contract terminated without penalty about the 15th attempt to chat!: I doubt I can get through this session without being kicked out Udale B: Could I have a few moments of your time while I check for your previous correspondence? about the 15th attempt to chat!: This has been going on for over a month now. about the 15th attempt to chat!: not to be nasty to you who I am sure is trying to help me - but none of the previous nice people have been of assistance. I have called and chated with both business and technical. Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question. 'Udale B' says: Thank you for contacting EarthLink LiveChat, how may I help you today? about the 15th attempt to chat!: This is the 4th time in the last hour of trying to finish a conversation- Can you call me xxxxxxxxxx about the 15th attempt to chat!: Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question. 'Udale B' says: Thank you for contacting EarthLink LiveChat, how may I help you today? about the 15th attempt to chat!: I continue to get this message: Please enter your EarthLink Email Address and password -------------------------------------------------------------------------------- Email Address Password Your ADSL line was not detected. Please make sure your device is connected to a telephone jack using the included phone cable. Also verify your E-mail Address and Password then click the 'Next' button. -------------------------------------------------------------------------------- and then after many tries after Earthlink won't accent my address and PW, I get cleared for two minutes before being discontinued. about the 15th attempt to chat!: after several times of using the chat service and disconnects- this is not working and I have asked that my contract be terminated. Udale B: Hi, I will help you. Udale B: When exactly you are getting the above message? about the 15th attempt to chat!: Sorry to sarcastic but I have heard tat many times. about the 15th attempt to chat!: All the time - about 20-30 times during an hour session on ALL computers. about the 15th attempt to chat!: I was on the line for about two hours the other nite and nothing was resolved except for the continuing disconnect about the 15th attempt to chat!: Please stay with me - as my patience has more than been abused and either I want this fixed now or my contract terminated without penalty about the 15th attempt to chat!: I doubt I can get through this session without being kicked out Udale B: Could I have a few moments of your time while I check for your previous correspondence? about the 15th attempt to chat!: This has been going on for over a month now. about the 15th attempt to chat!: not to be nasty to you who I am sure is trying to help me - but none of the previous nice people have been of assistance. I have called and chated with both business and technical. Udale B: Hi, let me review the whole message. Udale B: Please stay online for a moment. about the 15th attempt to chat!: I had a good system before I switched to Earthlink and now I essentially have very little of a system about the 15th attempt to chat!: I will probably get cut off and this is my last try- I have already disputed all credit card bills from Earthlink and reported the problem to several to several consumer boards. Can you call me back if I am not there when you try to return. about the 15th attempt to chat!: are you there Udale B: Thank you for staying online. Udale B: I am with you. about the 15th attempt to chat!: can something be set up wrong in my computer Udale B: I will fill a trouble ticket to escalate the issue to our engineers. They will work on the issue and fix it at the earliest.They will also check with local vendor for any DSLAM server issues. Udale B: I need some information to fill a trouble ticket. I appreciate your patience. about the 15th attempt to chat!: OK Udale B: 1.Let me know the make, model and serial number of the DSL modem. You will find it at the back of the modem. zxyel 600 2.Let me know the status of all the lights on the DSL modem. ethernet is orange blinking, DSL blinks and internet is not on. 3.Let me know your contact phone number. Xxxxxxxxx 4.Is there an answering machine on the contact phone number? yes 5.Let me know your Time Zone. eastern 6.Let me know the best time to contact you through your contact phone number. I am here for the rest of the day 7.Do you stay in an independent house or an apartment? THis is my house - a rather large one. 8.Where exactly is the NID located? It is inside my basement - it is on a panel for 250 phones although only one is used. (I am referring to the box that is usually located outside of your house to which your phone line is connected).
about the 15th attempt to chat!: I cannot waste anymore time trying to chat - Call me.
Norman N: EarthLink's DSL Technical Support Department can be reached 24 hours a day, 7 days a week at (888) 829-8466. #PFR#/CU/TS/ELNDSLTS
about the 15th attempt to chat!: You call me because until I hear from you and this issue is resolved- no more payment will be made by me and I will use a different service that is reliable.
Norman N: I apologize for any inconvenience caused to you in this regard.
about the 15th attempt to chat!: AS FAR AS I CAN MAKE IT PLAIN, I WILL NOT PAY ANY EARLY TERMINAtion fee.
Norman N: I am sorry I am a Live Chat Representative and do not have the privilege to Call you back.
about the 15th attempt to chat!: FORGET IT I AM THROUGH WITH EARTHLINK - no person should have to put up with this incompetence.



     
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Earthlink Customer Service has known clue what customer service is
Posted by on
Here is a transcript of my online chat with Earthlink.

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 alone then a month ago. This time a went to my local cable companies 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.

General Info
Chat start time Oct 27, 2007 9:05:17 AM EST
Chat end time Oct 27, 2007 9:43:06 AM EST
Duration (actual chatting time) 00:37:49
Operator Delphina T
Chat Transcript

info: Welcome to Earthlink LiveChat. Your chat session will begin shortly.

Not at home and you want to read your email? With EarthLink Web Mail you can check your email from any computer with an internet connection!

info: 'Sylvain Q' says: Thank you for contacting EarthLink LiveChat, how may I help you today?

mhebel@earthlink.net: I disconnected service last month, and I am still getting billed. Why?

Sylvain Q: I am sorry to hear that. I will try my best to assist you.

Sylvain Q: What was the name of your first pet?
mhebel@earthlink.net: *******

Sylvain Q: Thank you for the account verification information. I was able to verify your account.

Sylvain Q: I see that the bill plan was downgrade to Premium Mail (email only).

Sylvain Q: You can access your EarthLink email addresses from any computer anywhere.

mhebel@earthlink.net: As I told the lady on the phone SEVEN times I did not want any services from Earthlink. Why am I getting Premium Email?

Sylvain Q: Okay, would you like to inactivate your account completely?

mhebel@earthlink.net: Yes, That is what I asked for over a month ago, I have a new provider that did not raise rates without a notification.

Sylvain Q: I see that there is a due amount on the account.

Sylvain Q: We can process your request once the due amount is cleared.

mhebel@earthlink.net: What is the due amount for? I pay through my cable company. What would I owe direct to Earthlink for?

Sylvain Q: The due amount on the account is $5.95.

Sylvain Q: It is for the period from Oct 2-Nov 1.

mhebel@earthlink.net: For what I was NOT a customer, I CALLED AND DISCONNECTED PRIOR TO OCT. 1

Sylvain Q: Thank you for your patience. One moment while I transfer you to one of our senior specialists who will assist you in closing your account.

info: Please wait while I transfer the chat to the best suited site operator.

info: 'Delphina T' says: Thank you for contacting EarthLink LiveChat, how may I help you today?

Delphina T: Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.

mhebel@earthlink.net: This is why I left in the first place eight years I have been a customer, called in and could not get any help with my account so I found another provider, and now I have to pay 5.95 to leave Earthlink?

mhebel@earthlink.net: This rates up there with charging a 1.95 access fee. And can not tell me what the access fee is for.

Delphina T: I am sorry to hear that you are leaving us.

Delphina T: However, I will assist you through the cancellation procedure.

mhebel@earthlink.net: I have already left. A month ago.

mhebel@earthlink.net: Do I have to cancel every month?

Delphina T: No, I see that the account is active.

Delphina T: Let me inform you that if once the email address is deleted, all the emails of that mailbox stored on our server will be lost.

mhebel@earthlink.net: Why, I have service from Time Warner, I called in front of the Time warner agent and got a release number from you, thought that was it.

mhebel@earthlink.net: Fine, I do not use that account.

Delphina T: As accounts are set to close at the end of the current bill cycle, the closing date of your account is 11/01/07.

Delphina T: Please stay on hold while I cancel your account and provide you the confirmation number.

mhebel@earthlink.net: What account are you closing? I already have a number, so I could sign up with Time Warner over 4 weeks ago.

Delphina T: I see that you have a Premium Mail service with EarthLink.

Delphina T: So as per your request, I am inactivating the Premium Mail account.

mhebel@earthlink.net: NO, I told the lady on the phone I did not want ANY Earthlink services. 7 times I had to repeat myself, why because the people at Time Warner where laughing at her for begging me to take Earthlink services, and for me to have to repeat NO seven times.

mhebel@earthlink.net: I was on speaker phone in the reps office.

mhebel@earthlink.net: So what did I sign up for?

mhebel@earthlink.net: And show me my where I signed.

Delphina T: EarthLink offers a billplan called Premium Mail at $3.95 per month. I see that you have sigedn up for this plan. This plan includes 2 EarthLink email addresses, each with 100MB storage space and no Internet access.

mhebel@earthlink.net: Where did I sign? Show me my contract.

mhebel@earthlink.net: Know what if I every had wanted to return to Earthlink, You have ZERO chances of that, if you sign customers up for stuff that they NEVER ordered, and argue with them for a lousy 5.95, which is funny when you state it only costs 3.95 for the service you say I ordered, why would I ever want to deal with you in the future? I rather have dialup than Earthlink after this.

Delphina T: I see that the Cable service is changed to Premium Mail on 09/21/07 and the confirmation number given to you is 132233868.

mhebel@earthlink.net: Yep my disconnection number to drop Earthlink as a provider.

Delphina T: I see that you had accepted for the Premium Mail.

mhebel@earthlink.net: Let me guess you get paid commission for "saving" accounts. Why not talk to the lady I talked to on 9/21, See if her story checks out? Oh I forgot at Earthlink the customer is never right, and the CSR is.

mhebel@earthlink.net: So what is the bottom line here, your not going to do anything, and you are wasting my time with this.

Delphina T: As per your request, I will process the refund for $5.95 which has been charged for the Premium Mail.

mhebel@earthlink.net: And is there any other Earthlink service I do not know about That will show up next month?

Delphina T: I was able to locate only one account.

mhebel@earthlink.net: So I have nothing with Earthlink, and I will not get anymore nasty emails from Earthlink?

Delphina T: Yes, do you want me to inactivate the account?

mhebel@earthlink.net: I thought that's what I did on 9/21

Delphina T: No, I see that the account was downgraded to the Premium Mail.

Delphina T: Please stay on hold while I cancel your account and provide you the confirmation number.

mhebel@earthlink.net: So is this going to take 20 mins or what?

Delphina T: As per your request your account has been cancelled and the confirmation Number for this inactivation is: 133684728 and is closing on 10/27/07.

mhebel@earthlink.net: YEA

     
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User Replies:

Anonymous on 2007-10-27:
Yeah I once had Earthlink back in the day and spent 21 bucks a month on there crappy dial up service and I would always get unknown charges on my account so I decided to cancel instead of them to keep defruading me.
Anonymous on 2007-10-27:
It's hard to understand why Earthlink is still in business or why they have not been bought out yet. It has been years since I heard anyone say anything nice about them. Glad you were able to close your account in the end. Hope it stays closed. (VH)
Anonymous on 2007-10-27:
Majority shareholder of Earthlink is Sprint. That might explain a few things.
Anonymous on 2007-10-27:
I have no idea why j.d power gives Earthlink or cox awards in customer service. They must not be customers of these companies. What next Vonage gets one to
Anonymous on 2014-03-21:
Thank you so much for that info and long transcript of incompetency on Earthlink. I have had that same experience with AT and T for my cell phone plan, which I've had for over 5 years. I should probably let everyone know. Any suggestions for cell phone carrier.
Armando on 2014-07-28:
Amen, not sure if they use people coming out of brain surgery, but no one knows what the other one is doing and if you need help beyond the scripted notes they have, never mind. I was a customer since 1999 but that is all gone now.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Can't get an account closed
Posted by on
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 Jen 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 Kevin L. 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 grubbing 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. Acct. 28810763. I am on disability and if this is not taken care of soon, I will get the TV stations and attorney generals involved.

Art Lucas
     
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User Replies:

Cwazychicken on 2014-04-05:
can you cancel it on your bank account or credit card? Can you report it to someone? This sounds horrible. You may have to change bank accounts in order to get them to stop.
madconsumer on 2014-04-06:
since the account is in someone else's name, that may be why you are having difficulty canceling.
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StarStarStarEmpty StarEmpty Star
Earthlink DSL Customer Support
Posted by on
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 (Patrick and Ethan), 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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Do Not Use EARTHLINK - EVER!!!!!
Posted by on
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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EARTHLINK: Literally the WORST consumer experience of my life!
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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 12:20am, 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 fradulently 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 a** 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.
     
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Anonymous on 2007-10-07:
I sympathize with your plight. The most likely reason the service never started is that Earthlink is not your local phone company. Based on an earlier posting by you Earthlink has to contact Verizon to allocate your line and that's why the two week wait. Verizon ain't jumping through hoops to allocate for a competitor, but by law they have to. Unfortunately if you have a problem Earthlink can't do squat because chances are the problem is at the local level. Their tech support also has no clue how to deal with it so they just string you along. BTW if you never re-established phone service, Earthlink won't work anyway.
Harold-Chief of Helping People on 2007-10-07:
I had a similar problem once with Earthlink and I got all my money back including the fees my bank charged me for their lying to me and stringing me along. I spoke with a regional VP but I can not remember his name now. To start with contact: (By fax and phone) Keep the name of the person you end up speaking with once you reach someone in his office. He or she will be able to help you.

Earthlink
Robert M. Kavner, Chairman
1375 Peachtree St., Level A
Atlanta, GA 30309
Phone: 404-815-0770
Fax: 404-892-7616

If you wish to lodge a complaint forget the BBB. Contact:
The Maryland Consumer Protection Division
of the Attorney General
200 Saint Paul Place, 16th Floor
Baltimore, MD. 21202-2021
Phone: 410-528-8662
Fax: 410-576-7040
email: consumer@oag.state.md.us
web: www.oag.state.md.us/consumer

Also, lodge a complaint with:

Maryland Public Service Commission
6 St. Paul Street, 16th Floor
Baltimore, MD 21202-6806
Phone: 800-492-0474 in Maryland
Fax: 410-333-6495
email: mpsc@psc.state.md.us
Website: www.psc.state.md.us/psc

Best of luck to you. Thanks!
Harold Cameron,
Chief of Helping People
HaroldSays
Neno84 on 2007-10-09:
Thank you BOTH for your insightful and helpful comments. Passingby you confirmed what I had already came to a conclusion about. I found out that there is still an active number on my line which is strange considering no one has been paying on it. To Harold, I cannot begin to tell you how helpful all of your info is. I will get started immediately contacting these people then I will give you and update on what's been going on. Thank you all again.
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I Am Sick Of Being Ripped Off By Earthlink!
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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 accept 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 Helen K. 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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Anonymous on 2008-07-03:
Your initial contract with Earthlink was probably one of those yearly deals that a customer can't back out of. And your distress at your husband's illness is understandable. But if you let the financial stuff get pushed aside, you're going to pay. I'd suggest contacting your bank and making it clear that Earthlink is no longer allowed to debit your account. Keep fighting Earthlink, and ask your bank if you have any recourse for the unauthorized charges.
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StarStarStarStarEmpty Star
Earthlink Has Kept Their Promise, as to the Price I Got Since 2008.
Posted by on
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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ok4now on 2013-04-12:
Excellent post. Earthlink is to be commended for honoring their price guarantee to you the customer. Since 2008 internet speeds have changed drastically. So while the price is the same you are no longer getting your monies worth. Example: I have FIOS Quantum 50/25, the fastest internet speed in the country. Don't believe the Comcast Infinity claims. This is pure Fiber Optic to your house, not copper like Comcast. Because I am a Verizon triple play customer I only pay $34.95 a month for internet. Would this be worth an extra $5.00 bucks a month compared to what you are paying Earthlink? Your money, you decide.
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Fraudulent Charges - Air Supply - Nasty Experience
Posted by on
Rating: 1/51
WORCESTER, MASSACHUSETTS -- Totally frustrating, a night mare, I will never recommend EARTHLINK to any one! 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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Alain on 2013-04-09:
Looks like you're not the only one with complaints about them. Aside from here, there were several other sites with recent reviews of problems with Earthlink. They outsource their support and use 3rd party technical service and that may be part of the problem. You might want to check with your bank to see how to block/possibly recover fees from Earthlink.
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DSL & Home Phone
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BERKELEY, CALIFORNIA -- I had been a satisfied Earthlink/Mindspring customer for 7 years. Several weeks ago I was contacted by Earthlink marketing to sign up for the new DSL & Home Phone service. What she told me about the program sounded very good. I talked to two other marketing people and they confirmed the program (I have copy of one chat I had).

They all told me that:

1. I would get 500 outgoing call minutes (not counting Earthlink "800" customer service or tech support numbers). NOT TRUE! I am being charged for Earthlink support. Even the website states, “You won't be charged minutes for dialing 611 from your EarthLink Voice phone”.


2. That my DSL line would be upgraded from 1.2 to 3.0 Mbits. NOT TRUE! My line remains 1.2. MyAccount information says I am being charged $40 for the DSL line, which is $10 more than my previous service (for the same speed). I have no problem with the speed, just charge me the original $29.95 and I will shut up. Or, upgrade my speed for the upgraded price. Isn’t that only fair?

3. I would get a new DSL modem, which I could simply swap with my old Earthlink modem. NOT TRUE! When I called tech support to resolve the issues, the tech told me he could not speak to me until I signed up for a $7/mo ($84 year) Home Networking support. I hung up and finally fixed the connection problem myself.

4. I have spent over 4 hours with customer service and technical personnel trying to resolve the problems and not one was familiar enough with the program to give me straight answers; not one could correct the problems I raised, and ALL tried to sell me another service for more money! (And for that trouble I am being charged minutes!)

When I call Cingular or AT&T with a problem, I always get a person who understands my problem and who can do something to resolve it.

When I call Earthlink, I get shuffled from person to person, all unfamiliar with the DSL & Home Phone program and all powerless to resolve the difficulties. In the past few days I have talked to RON, ANDY, MIKE, SAM, KEVIN, SEAN, JEAN, CINDY, JIMMY, TROY, NEAL, and lastly STEVEN. All are very, very nice. All apologize profusely for not having documentation on the program. All try to sell me a more expensive program. All refer me to someone who is “sure” to help me.

What a terrible way to run a business: Rollout a new product with inadequate information and training to marketing, customer service and technical support personnel. Then give the customer the runaround until s/he tires and gives up. Is there anyone in Earthlink who cares about the business and customers and who can do anything about this situation? I cannot believe that Earthlink has changed that much in the last few years.

My advice: Under no circumstances port your telephone number to Earthlink, unless you don’t care to get it back if you cancel your service. There are blogs all over where people report that they cannot cancel their service without a lot of pain and suffering. I wish I had read them before I signed up for the service.
     
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