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:
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”.
That my DSL line would be upgraded from 1.2 to 3.0 Mbit/s. NOT TRUE! My line remains 1.2. My account 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?
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/month ($84 year) Home Networking support. I hung up and finally fixed the connection problem myself.
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 **. 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.
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...
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.
Earthlink loves to add little charges here and there. Like 4.95 per month for pc clean up service that they never provide. They also love to play shell games with your bill so you never see it. Of course, once you finally catch up with your bill and want to dispute the charges. You first get to go through about an hour of runaround with the kind folks in India, then you are just told "Earthlink policy is that you cannot dispute charges beyond 30 days old".
They screw you for as long as they can. They will admit the charges are incorrect but it is your duty to keep up with your bills and call them when you have a problem. They absolutely will not refund your money beyond a very small percentage of what they have stolen. They must be raking in thousands with this little scheme.
I have never really had a problem with Earthlink as far as service goes, the main issue is with being unable to make a payment online if your account is deactivated. Husband had stroke, etc. Found out we are now in a wi-fi area, only because my daughter's main computer has been on Earthlink and hers does not support wireless. I have apparently been wireless and didn't realize it.
I do not have a credit or debit card and they won't take a check over the phone, only online, but if your account is deactivated... I can wait til I mail them a check for service to be reactivated since my daughter is gone on vacation. Maybe Earthlink needs to reconsider just let a person pay online, by check, even if their account is deactivated.
I have been harassed for the past week by Earthlink's billing department. My husband is deployed, and our communication is sporadic. Earthlink said I needed to pay an outstanding balance of $7.90 (ridiculous in itself) and demanded my credit card number. I don't think so! I said I'd need to check with him next time he called. I called the customer service dept. the next day, and the person said there wasn't any balance. Today (4/11) I was called, and NEVER IN MY LIFE HAVE I BEEN SO HARASSED! He demanded my card # again, and I said, "not until I talk to my husband." He ended the call with, "talk to you tomorrow."
Furthermore, he showed no record of my previous call. I have since filed a complaint with the Missouri Attorney General's office. If we do indeed owe, I will pay. However, the confusion needs to be cleared up on Earthlink's end. I refuse to be intimidated.
DRAPER -- So, the story starts with me having called the Dish people to talk about one of their advertisements which says high speed internet starting @ 12.99 a month. I called them and they said they don't take orders but they have tie ups with Earthlink. They asked me for the information and told me that I would NOT be charged and it's to verify the information and they said Earthlink people will call me and explain about all the options they have. Of course, I was stupid enough to give them my credit card information.
Now, guess what, I see an order on my name next day in my email and that too without talking to any one from Earthlink. They just placed an order on my name without me even talking to them (forget about placing any orders). How insane is that? Terrible, now they tell me that they have shipped the equipments fees and I will be charged. Someone got to be sued for something. What a pathetic way to harass the customers and get people trapped. Never ever trust anyone and give your CC information. Earthlink sucks or shall I say it was Dish who messed it up....