Earthlink - Page 2

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1.6 out of 5, based on 9 ratings and
41 reviews & complaints.

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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
Posted by on
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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Poor Service
Posted by on
The nature of the problem I’m about to relay will not be news to some of you, I’m sure. But just the telling of it will make me feel better, so I trust that you will be patient.

Earthlink's euphemistically named “service” is dreadful. If it were worth the harassment I would no doubt suffer as a result, I’d cancel my contract now. Frankly, they are not worth that much of my time and trouble. But, really, the company is guilty of thievery and someone should be arrested for it. Sadly, I am not so empowered.

My latest difficulties occurred this past weekend when I was unable to connect through my DSL. I tried logging on for 24 hours, each time getting a message that the internet service was down, “please try again later.” Repeated attempts to get through to the call center resulted in a recording telling me of “unusual call volume, so we’re unable to assist you now. Please try again later.”

While not a logician by profession, fairly straightforward logic tells me that getting this message means a system problem. On Earthlink’s end. Not mine, but theirs.

I finally reached a person on Sunday morning. “Brett” covered his East Asian origins very cleverly by choosing such an all-American pseudonym, but that’s beside the point. The point is that he did not help me. His parting “help” was that I should go and get the computer checked. No, I told him, the problem is your system. Did you do an update or something, I asked, since I couldn’t even get through for a full day? Whether he couldn’t understand me or was ordered not to directly answer such questions I don’t know. But I do know that suddenly he couldn’t spend any more time on the phone with me, that he’d have to schedule a call-back.

I have been this route before with Earthlink. I know that call-backs are fictional. No one ever calls back, and certainly not within the allegedly scheduled time. So it was no surprise to me that the call-back never materialized. It should have occurred at about 11 am (Central time) yesterday. What a shock – I’m still waiting.

I’ve had the “service” for less than a year and this is the third serious encounter I’ve had. Each has been more unpleasant and inconvenient than the last. The problem has always ended up being on Earthlink’s part, though they were always reluctant to address it.

And here’s what makes this scenario criminal: I have upheld my end of the contract, and they have failed to uphold theirs. I have paid each month, while they have repeatedly not provided me with the service for which I’ve paid. I get no credit for being without service. I never get timely attention. So I think it well within my rights to cancel our contract, but I know that Earthlink will never treat this issue so simply, directly, or honestly.

Now, I know that the best response I can expect from a complaint is a form letter composed by one of their unfortunate minions. Still, as I wrote above, it makes me feel a bit better to tell someone that the instant this contract is up I will cancel.

What would really make me feel better would be to see them arrested for being thieves, for being a fraud, for violating basic consumer trust. I can’t make that happen. But I can spread the word, and I will.


     
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Sparticus on 2007-03-26:
DSL service can be very unstable depending upon the wiring in your home. Is your house older or newer? I know my parents had a horrible time with their DSL service going in and out constantly until we finally ran a dedicated phone line from the phone box on the outside of the house directly to the DSL modem (we put a basic phone line splitter in the box, ran one into the home, the other up to the modem). This seemed to fix their problem... Might be something to try if you are having no luck getting help from Earthlink. Also note, we installed the "dsl phone filter" in the phone box as well after the splitter, but before the phone line that ran into the house for all the live phones.
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Earthlink Is A Rip Off - Will Not Honor Cancellation
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Rating: 1/51
FLORIDA -- EARTHLINK continues to bill my credit card after 3 months of me telling them to cancel the account. It is outsourced and the people they have are rude and unresponsive.
     
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Shaun on 2014-01-30:
Put your cancellation in writing. The lesson learned here is DOCUMENT EVERYTHING. Then dispute any charges on your credit card statement.
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Fraudulent Charges
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Rating: 1/51
NEW YORK, NEW YORK -- I recently found a charge from Eartlink for $9.95 on my Time Warner 3 in 1 pack bill. I never asked for it and they would only tell me what it was not offer any proof that I had signed up for it. (My contract is in writing.) Eventually Time Warner removed and credited me back 8 months but it seemed to me that Earthlink is the slimy one here.
     
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trmn8r on 2013-01-05:
First off, this is a lesson to review your bills in a timely manner - I believe the federal law is they have to rebate up to only 2 months if a bill is found to be in error. Thus you may have had a hard time getting it all back (congratulations), but you did.

Since they didn't explain what happened, it seems at a glance (UIMS) to know of the error was Earthlink's or Time Warner's.
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Earthlink adds erroneous bills to credit card and will not refund
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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 run around 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.
     
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No way to make payment online if account deactivated
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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 daughters 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.
     
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Anonymous on 2009-09-16:
You have to have access by username and password to use a secure online website to make a payment. How can this be done if your account is deactivated? It cannot.
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Beyond Harassment!
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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.
     
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Anonymous on 2009-04-11:
Good for you! These companies depend on people being intimidated by them and think we'll just hand over our credit card numbers on the phone. Next time they call, ask them for proof they're calling from Earthlink since your call to customer service came up with no balance.
BokiBean on 2009-04-11:
I don't think it's Earthlink. Don't give out your CC# to these people.
Nohandle on 2009-04-11:
Are you certain these calls are coming from Earthlink? The calls remind me somewhat of those telling me the warranty on my car is about to expire yet when I push the selection to speak to a rep the first thing he asks is what make and model car do I drive. You stated you called CS and were informed there was no balance on your account. If you contacted Earthlink direct, the rep stated you had no balance this tells me it is a scam. There's not much Earthlink can do other than warn other individuals so they don't fall for it. Best wishes to you and your husband serving in our military.
rudybjr on 2009-04-11:
Be careful it might not even be Earthlink calling you. When you call them, they say there is no balance. Then they call you and demand a credit card number. Sounds like a scammer. He will put a lot more money on your credit card than he/she says you owe.
Irritated Military Wife on 2009-04-11:
Thank you so much. I was able to visit with my husband tonight, and he said he'd deal with it. He was livid! I don't envy those idiots!

Now, is it possible that people can hack into his Earthlink account? They sure know a lot about my husband's account - password, dad's middle name...It'll be interesting to see what the attorney general has to say. His employees have helped me in the past. I promise to update when something happens.
Frenchie on 2009-04-12:
Be resourceful -- give them no information. Tell them to either mail you a copy of the bill and/or email a copy to you. DO NOT GIVE any information as to address or email address. Just tell them they have the information and hang up. The more you talk the more information they will get from you. You can check your account very easy with Earthlink. Just go to their web page and click on your account; it's all there. And yes there have been many, many scammers using an Earthlink" ruse to get information.
Always tell them to just mail you a copy and give NO FURTHER INFORMATION. As a former soldier my praise to your husband.
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Customer Harassment Scam
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DRAPER -- So, The story starts with me having called the Dish people to talk about one of their advertisements which says high speed internet Stating @ 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 its 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....
     
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Soaring Consumer on 2009-03-09:
Contact the office of the Attorney General, the Federal Trade Commission, and the FCC.

This is major fraud, do not pay anything to them. You may need to get an attorney.
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History Of Bad Customer Support
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We've had two different lengthy DSL outages at a facility that has an architecture supporting operations in the US and Iraq. The architecture provides personnel management of over 8000 people on a government contract. For the second time in six days we have had an outage starting at about 9:00 AM. The first one was resolved at 2:54 AM the following morning and only because I had a tech badger the Earthlink Help Desk folks and not let them push him off until the next day.

The one today is ongoing as of 6:30 PM with numerous lengthy phone calls and pass arounds. I just got off the phone with the Earthlink Customer Support Desk which is LOCATED IN INDIA to lodge a complaint. I hope it does some good.
     
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