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.
Lori of Seymour, IN March 11, 2008
Lori of Seymour IN (03/11/08) My daughter ordered and received a Dell Computer. In the package she received was software to install for EARTHLINK. She installed it because it was free for 6 months and set up an email account. I told her she would not need it since her college had internet service on campus, and we already had internet service on our home computer. She de-installed it from her computer. Three weeks ago we received a call for her to set up payment arrangements. I told them she did not, and had not, used it. Their records show her only use was in August when she set it up and de-installed it. She had to call in person to make sure it was canceled. She was told even though she received it and it said 6 months free, there was a 21.95 installation fee. Strange since that is not mentioned. I have never had this kind of service from any other internet provider.
Buyer beware. I told her to uninstall it in the first place because nothing is free anymore no matter what the advertisement says. She was sure someone couldn't legally mislead someone in this way. I was right. It is unfortunate in today's world that we cannot prosecute when false advertisement exists. It seems there must be some kind of gray area for false advertisement. It is really such a shame that a young person just starting out learns the hardest life lesson first. Even though you try to teach them that there are honest people out there, the first thing they encounter is this.
They wonder where all these class action law suits come from. It's not the money. By the time it gets divided out there is not money left. It is not the amount you are out, it is that companies are allowed to practice business in this way. If you will look this up you will see there are many complaints out there for Earthlink.
Doreen of New Milford, NJ March 5, 2008
Doreen of New Milford NJ (03/05/08) I noticed on the most recent amex bill a charge for 21.95 but I canceled their service over a year ago. Amex got 90 days worth of charges back for me, but I was told I had to work through earthlink to get the rest. Well, that was a joke b/c nobody could even verify that I was a customer, but yet they could charge me. They claimed to not even have the credit card number in their system. I was told it was an active account after they finally said they found it. Now I would like to know how I would have an active dial up account, as now that we have FIOS, I think I would know.
I need them to take every charge off since I've cancelled, it may be as much as 300.00. Let's see if anyone calls me back like I was told they would YESTERDAY, in 30 minutes, HA!
Wendy of Lubbock, TX March 1, 2008
Wendy of Lubbock TX (03/01/08) I had my equipment installed on Jan. 26, 2008. The installer called Earthlink to let them know my satellite speed was very very slow. After the installer got off the phone, he told me to call Earthlink back on the 27th and let them know that the sattelite is still slow. I did call the following day, and all Earthlink wanted to do was clean out my browsers, turn off my anti-virus, and turn off my computer. None of that worked, so then they ask me to do a speed test--9 total for the whole day. I've tried that, nothing worked. I called Earthlink back the following day and told them to cancel my account, and all they ended up doing was switch me to tech. support. I have called every single day since, and no one will help me at all. I have been called a vulgar name.
I have asked for a supervisor; they wouldn't let me talk to a supervisor. I asked for a manager--wouldn't let me talk to a manager, either. I have asked for a corporate number; no one would give it out. To this day, they will not let me cancel without paying them an early termination fee. I refused to pay the termination fee due to the fact that they do not know how to take care of the situation, do not provide correct support for the internet, and am being called names. I am not getting the service that I had requested, so therefore I see no reason for me to pay a termination fee. I would like to have this situation resolved as soon as possible. I am tired of calling them to cancel; I am tired of them cursing at me. This has got to stop.
Suzanne of Philadelphia, PA February 29, 2008
Suzanne of Philadelphia PA (02/29/08) In February 2008, I lost the ability to receive incoming calls through my Tru Voice service, and then I lost complete phone service AND DSL capability. Technical support kept me online for over an hour, and still the issue was not resolved. This was only the first of three phone calls and two online chats. As of writing this letter to you, I still have NO service. I requested cancellation and was told I would have to pay a termination fee of 149.95. This is insane! I have NO service. It is unbelievable that no one can straighten out my problem. This only leads me to believe that Earthlink does not wish to be bothered.
I have no phone service, no internet service, and I cannot cancel my contract.
John of Appleton, WI February 29, 2008
John of Appleton WI (02/29/08) I canceled my Earthlink dsl service. I called a few times and asked to cancel my service. I received the Earthlink dsl box from UPS. I am waiting for the return address label to send back via UPS. Over a month has gone by, and no return address label yet. I called Earthlink again about the return address label, so I can ship the dsl service box back to Earthlink. Earthlink said I would receive it via UPS in 2 to 3 days. It's been about a week now, and nothing arrived to me yet. What can I do ? I think Earthlink is a scam artist.
I talked to Earthlink people, and many of them sound like they are in India. After telling them I had canceled my Earthlink DSL Service and am still waiting for the Return Address Label to send back the Earthlink DSL Box, they put me on hold. Then they tell me this and that, and ask me a few questions, which has nothing to do with my situation. I again told them I canceled my Earthlink Account, including the cancellation of my Earthlink DSL service. Nothing came back via UPS. Now what am I supposed to do? Please help me. Thanks for reading this.
Report Your Experience If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
Terms of Use Your use of this site constitutes acceptance of the Terms of Use
Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.
Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.
For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice. ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof.
Print This 
Email This
