Complain about a product or service

Earthlink

Earthlink • Tech Support • Cancellation disputes • Billing problems • "Free" trial • Other offers • DSL cancellation • DSL installation • DSL speed • Mailstation

Earthlink is big all right. By most reckonings, it's the second largest Internet service provider after AOL. Unfortunately, it shares many of AOL's bad habits -- the most notorious being the near impossibility of cancelling the service.

Below is a sampling of recent complaints. Click the links to the right for more.

jaclyn of atlanta, GA September 30, 2009

In August 2007 I called about an Earthlink and ATT ad for DSL service. I have been with Earthlink since 2000 and several years before as Infinet customer. I have been happy with Earthlink service and wished to continue with them, so I asked if they would meet the price in the ad for 19.95. The representative said he had to consult with his supervisor. He did, said the supervisor had approved a rate of 21.95 if I agreed to continue with Earthlink for another year. I agreed. That is when the problems started. I never got the free DSL router, so Earthlink agreed to ship me one at no charge.

Although I called many times during this period, a call on 9-9-2009 is particularly important because I called and talked to Eileen. I explained a little about the situation and she cut me off to tell me that 21.95 was not the rate I was supposed to be charged and then she started telling me amounts for protection plans, and several other things I had "signed up for" I told her that I did not sign up for any of those things and before I finished she hung up on me. I filed a complaint with a consumer service on 9-9-2009.

My service was terminated on 9-29-2009. When I called I was told that I had put in an order to cancel my service on 9-29-2009 and that I would have to pay approximately 99 + additional charges for reconnect. After nearly an hour chat she agreed to begin charging me 21.95 but she also told me about all of these other services I had been paying for. I told her I had just learned about all of those. I have been requesting an itemized bill---or any bill for that matter” from Earthlink. I have never received a bill from them since August 2007 when this began. Prior to August 2007 I received an email billing statement that listed all of my charges. Despite requesting this many times, I still haven't received.

I did call during mid 2008 to make sure I didn't have any other services than the monthy and was told I had been billed for a month of something he sent out when my 11 year old called for tech service. He agreed to take all charges off and list that nothing else would be added in the future. I have records of dates and times and names of people I spoke with. I aso have a copy of the original 21.95 Earthlink ad. I also have letters I wrote and mailed to Corporate Headquarters in Atlanta. My fear is that they will again cancel my service if they find out about this complaint. I am still not getting proper service from Earthlink for canceling yesterday without my consent. None of us are getting email or nothing is working properly. Spent another 45 minutes with tech service last night and still can't get repaired. My husband fears he is losing business because of this problem Earthlink caused.

Brent of columbus, OH September 11, 2009

I've been a loyal customer of Earthlink for more than 10 years, ever since they were called "Mindspring". I've had a DSL connection with them for almost four years. In March of this year, I was changing addresses and I called Earthlink to switch my service from my old address to my new address. The change was supposed to take place on April first. Come April first, I still had no working DSL connection. Repeated calls to their tech support in India only yielded empty promises of "we'll get back to you next week", etc.

I suspected the problem was with my old DSL box, which had been acting up for several months, anyhow. I requested a new box. At first, tech support was reluctant to send me a new one. They told me to just "try to work with it". After two more weeks of no service, I called them up and demanded a new DSL box. They said they'd send me one for 75. I told them I just wanted the replacement of a defective box and they eventually promised to send me one for free. (Although they ended up billing me for it despite their promises.)

Even after getting the new DSL box, the service still didn't work. During one of my frequent calls to the service department, I asked if I could get a physical address for Earthlink so I could send back the old, defective DSL box. They said they'd send me a pre-paid shipping sticker, instead. Shortly after this, I got a notice from EARTHLINK stating they were terminating my DSL account. The wording of the form letter made it sound as if I'd requested this, but I hadn't. I'd just wanted to send back a defective piece of equipment. By this time it was August, and I hadn't had a working DSL since March.

Yesterday, I got my monthly invoice from EARTHLINK, and they charged me a 171.90 "early termination fee". As I stated, I've been an Earthlink customer for over ten years and I've had a DSL for almost four years. I didn't even terminate my account and for that matter I hadn't even had one second of DSL service for five months. By what reasoning should a be charged an "early termination fee" for a service I'd never even been given?

I'm going to attempt to reach someone in their home offices, if I can find them. After that, I'm filing a complaint with the FCC.

M of North Bergen, NJ September 1, 2009

I am writing to you as I am extremely disappointed and unsatisfied with the level of service EarthLink has provided me this year. Apparently I was offered a free trial of PC Fine Tune and Sysmatec Antivirus program for 30 days. I was not aware/notified of this free trial at all. EarthLink then took the liberty to charge me for these 2 services since 1/24/09 ! Unfortunately I was just made aware of this issue now as I started a new job in December 08 and have been travelling overseas for the past 8 months... I am not able to access EarthLink webmail account on a consistent basis from my work laptop due to my new company policy. So now I have a new personal laptop at home and when catching up I logged into "My account" as I noticed my monthly charges where higher than usual... over 50 instead of my usual 39.95 due to these 2 options being charged.

When I contacted Billing Support yesterday Samuel K was helpful although difficult and only was able to cancel these 2 options and give credit for the month prior. I then contacted Amex and they suggested me to get a supervisor at EarthLink to help with this issue as they are only able to dispute charges 3 months prior. Today I spoke to Sid K and he was only able to offer me 2 months credit. I never used or downloaded these products as I was not aware I even had them to begin with! Looks like this "free trial" really isn't free as the customer needs to physically log in and "cancel" this option. Unfortunately due to my inability to access my Earthlink account and manage the all the hundreds of email I get I was not made aware that I even had these 2 options!! Honestly feel this deceptive... how can EarthLink offer a free trial then if the customer does not physically know to log in then Earthlink goes right ahead to add these charges??!! Conclusion: I want a FULL REFUND credited to my account. If not then I want free Internet DSL service equalling the amount I spent on these 2 services since 1/24/09.

Linh of San Gabriel, CA August 27, 2009

I have DSl with Earthlink for one year contract back in 06-2007. Back in 01-2009, I called in to Tech support due to interuption on internet service and she offer to replace the modem for me. For the past three months, I am getting such a slow speed on my DSL and I have placed several calls to Earthlink tech department and received no soultion from them.

As of today, I spent another two hours with Tech support and they told me that may be the site is too far to support my service. So I start to look for new carier. When I called in to cancel the service, that is when I found out that by replacing the modem, I accept the one year agreement with them. No one mention anything about the contract agreement to me. I did not consent verbally or in writting and they just stuck me with the contract without my knowledge and now refuse to waive the termination fee and want to charge me for the modem also. They charging DSL and provide a speed slower than dial up.

After numerous attempts to try to work out with them without success and now they are holding me in prison for another 136 ddays with them. The business practice that they are using is so low and unethical.

Chris of Mocksville, NC August 6, 2009

I had Earthlink service from July 2003-May 2007, at which time I cancelled service. I had relocated, and cable internet service from Earthlink was unavailable at my new address. There were no issues at the time, and I had considered myself a happy customer.

In May of 2009 I began receiving automated calls saying that my account was delinquent, and that I owed 30.19 for service for the previous month. I called, and after finally getting a warm body found that none of the information matched my old account, or any of my information. The address is a FL address; I live (and have always lived) in NC. The password, PIN, and mother's maiden name don't match either. The only thing that does match is my phone number.

I have been unable to get my phone number removed, as they cannot verify the account with the incorrect information (that I don't have). I have been disconnected (read hung up on) 4 separate times as I was being "transferred". I have been promised a callback from a supervisor on 3 occasions (in 10 minutes), and have never gotten a call.

The supervisor that I spoke with yesterday was rude, told me that she would have to call back in 10 minutes, and when I replied that I would hold rather than be called back became very agitated with me. She again told me that in a very rude manner, as if I had no choice, that she would call me back at the number listed on the account. I informed her that I was calling from my cell phone, as I was traveling for work, so I would not be at the number on the account. She told me that was the only number she could call me back at, that she would call back in 10 minutes. I reiterated that I could not physically be at that phone number in 10 minutes, and asked for her supervisor. She informed me that she did not have a supervisor, so I asked if she worked for herself. She stammered and initially answered yes, but then backpedaled and said no. That was her first blatant lie.

At that point I again asked for her supervisor, and she refused. She told me to call back when I had time to deal with the problem, to which I replied that I had just spent the previous hour and a half trying to resolve this, that I had time now. She gave me the same automated number I had first called (and was transferred around 3 times). I told her that number was unacceptable, that I wanted a number that would get me to a live person who could help me.

She then gave me a different number with an extension, which she assured me would get me to a supervisor (her second blatant lie). That number was also an automated phone tree, and landed me right back at first level support for dial up customers. The account in question has cable access, so I was again transferred.

All I want is for my number to be removed, to stop the calls about an account that is not mine, and to ensure that my credit is not impacted, because it is not mine, and will most likely go to collections. Unfortunately I don't have a single contact name, as the call center has apparently been outsourced, and I have difficulty understanding the support personnel. At this point, I am unsure what further action I can take.

brian of los angeles, CA July 30, 2009

My wife and I were on an automatic bill pay and yet were getting calls nonstop that we owed them money, essentially getting double billed. My wife wanted her credit card off of earthlinks table. We had been dial up customers since 2004. So I put the bill in my name to start over. I guess we moved to DSL even though the speed was the same.

Things became so bad with the service, slower than dial up that we canceled service. Its also partly my fault, bc of the confusion I hadn't paid the bill in two months and so I had to be reinstated and pay the 100 plus dollar reinstatement fee. That's where they got me. Pay that fee and into a new dsl bracket for the early termination fee.

I wasn't aware of the termination fee, but sure enough I received a bill for 149 plus taxes. When I called to complain they said I if I wanted to go back online they would have to charge the reinstatement fee so my total bill would be 350 bucks. I said so you will still charge me the termination fee? and he said it was in collections so there was nothing he could do about it. Thank God they don't have access to my credit card!

Lissette of miami, FL June 15, 2009

I switched my phone service and ISP to Earthlink about 3-4 years ago due to difficult financial situations and found I would save money with Earhtlink. Today, I regret the day I switched over to Earthlink. I have made endless calls for tech support due to my constant loss of Internet connection. Despite the fact that I have to wait an eternitiy on the phone, their tech support personnel are able to walk me through and get me back up again. There have been times where I have had to call almost every day for consecutive days.

My phone line is also with them. The clarity is horrible! The person on the other end sounds as if they are speaking under water. I use my house phone so I can conserve my cell phone minutes. When I call Earthlink I use my house phone and it becomes very difficult to understand them. This time around, I was without phone service for almost one week, my alarm wasn't working since Earthlink is VoIP, and my Internet service was unreliable. Not having my phone working was a safety to life issue since I would not have been able to call 911 should an emergency come up; should the alarm have been needed or gone off, etc. I have been paying their full monthly charge without receiving "full" service.

In the past, they have also notified me that my bill has been past due. I have had to call and complain several times, providing them with proof that my payments were made on time. After my last complaint, this has not been an issue again.

Morris of Windsor Mill, MD May 29, 2009

In the month of January 2009 within the week of the 19th I contacted EarthLink to set up a free standing DSL account with there company. At the time of my call I informed the service provider that my family had recent had some financial hardships and had to disconnect our home phone service. I was told by the service provider that EarthLink would however be able to provide internet services for my home. At the end of the call I received an account number.

Later that week I received an automated call from EarthLink stating that EarthLink would not be able to provide the services I requested due to the fact they didn't offer Freestanding DSL in our area. I then called back to EarthLink to confirm this information and at that time I received a cancelation number.

On May 27, 2009 my wife was reviewing my credit card statement and noticed a bill from EarthLink for the sum of 29.90 I then called EarthLink that same day and was told that still were billing me for internet services even though I requested the account be closed. When I demanded a refund of all funds billed from my credit card 119.60 I was told that they could not confirm that the account was original closed with out the cancelation number. However they would be willing to return two months of funds billed to my credit card. I informed the supervisor Mr.Geremich that this was not acceptable and that I would call back with the cancelation number. I was also given a reference number 146097344.

On May 28, 2009 I called back to EarthLink and provider the above mention cancelation number and was told that they understood the problem but would not refund any of my money. I am out 119.60 in credit card charges as a result of Eartlink billing for services that were never approved or provided. I may need to change my credit card information since I am unsure Earthlink will follow through and cancel my account or will continue to bill me.

Steven of San Francisco, CA May 15, 2009

Earthlink was not able to keep my service continuous. The Customer Service people were the worst in my 61 years. It became clear as we spent untold HOURS on the phone with India and the Phillipines that the title "Master Technician" was just that. It was only a title. Ever single person, with whom I dealt was exceedingly rude, unwilling to help. We spent many hours on hold, only to be hung-up on by both the useless phone computer AS WELL AS live humans. I have never been treated so poorly. They actually agreed that they were famous for stealing from former clients, by continuing to bill there credit cards or checking accounts after termination of service. One person told me I should "expect this" to happen to me, as "it seems to happen to everyone.

According to one earthlink, the "cancellation codes are sequential and assigned by the computer". That would mean that in the hour and a half between my cancelling one account and finally getting rid of the other... that over three thousand clients terminated accounts with Earthlink. One "tech" insisted that I was required to pay a 7.99 per month charge to connect with individuals knowledgeable in WiFi systems even though the computer was connected directly to their incredibly slow NETOPIA modem. I, for one, intend to sue. The DLS at my home businesss was completely OFF for over two weeks, with NO promised date for repair. All my patient efforts to cajol them into to taking my needs seriously was met with scorn, denial and abuse. I have yet to determine my financial losses, but they are SIGNIFICANT.

Asaad of Orange, CA May 9, 2009

I started with Mindspring in 1997 until Earthlink bought it and I have been with Earthlink ever since. SO I HAVE WASTED 12 years. I had 8MB speed that was downgraded to 3MB that was further downgraded to 1MB by Earthlink (level 3 technician) due that I was getting disconnected.

I have been calling Earthlink since January 2008 to cancel my service, but couldn't as they would keep me by giving me refunds. It has become worse and on May 8, 2009, when I called Earthlink and requested to cancel, Natasha told me that early termination would apply and she could not do anything about it. I said that you are interested to get your money, but what about my interest? I have been calling you for a year and a half and nothing has resolved.

Every time I call about disconnection, master technician III tells me that he/she would into it. Honestly, Earthlink is EVIL. Stay away. Save your money. And, if you have to spend it, then join Juno or Netzero. I am sure they would be faster and more customer friendly than Earthlink. Their advertisement "Earthlink revolves around you" is a LIE.

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