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.
Scarlett of Philadelphia, PA February 29, 2008
Scarlett of Philadelphia PA (02/29/08) After canceling my service (2.8.08) and making it explicitly clear that I wanted to move on to a new ISP because of their POOR customer service, Earthlink continued to occupy my DSL line for weeks. In essence, they prevented my new ISP to provide service. I called back to confirm that my service had been canceled (2.13.08). After I realized that simply asking Earthlink to cancel my service was not enough and that I had to explicitly ask them to 'release my DSL' line, I called back to do so. I formally asked Earthlink to release my DSL line on 2.20.08, which can take 5-7 days to do. In the meantime, my intended ISP keeps calling and leaving messages for me that the line is not yet released. In some ways, I feel like Earthlink has purposefully kept me from moving on to a new ISP, although I had asked to terminate with them on man, many occasions.
I am in academia and rely on working from home at least 1 day per week and in the evenings after leaving the office. Not having internet access from home has prevented me from doing so for the past month, which is critical. Not to mention, I have to take 1-2 hours out of my day each time I need to call Earthlink and/or Verizon to check the status of my order! Why does switching ISPs have to be so antagonizing? When one wants to switch long-distance phone companies, for example, the new phone company does all this leg work on your behalf. Why isn't this true for ISPs as well? It would be in the best interest of the new ISP to get the matter resolved quickly, and they would have the resources (and time!) to do so--not to mention, I know I have already paid Earthlink for service up to March 2008, which I know is non-refundable. My being held hostage and in essence prevented me from moving on, is completely unnecessary and is wrong, especially since they have on record all the times I asked them to terminate my service.
Vivian of San Francisco, CA February 28, 2008
Vivian of San Francisco CA (02/28/08) To begin with, the DSL/phone service Earthlink sold me never worked. The phone disconnected every few minutes, and 10 hours (literally) on the line with customer service did nothing to improve the problem. This was in December. Since December, Earthlink has illegitimately charged my credit card twice: first for a second month's service (69.95), then for an early cancellation fee (159.90), even though they have on record that I canceled during the month in which it was allowed.
After three phone calls, they refunded the first amount. They still have the money for the cancellation fee, however, though they claim they will refund it on March 7. However, they promised on two separate occasions at the beginning of January that it would not be charged at all, then on a third that it would only be charged if I did not return the DSL equipment. In the meantime, they would not allow me to remove my Visa information from the account. They charged the fee before the equipment got back to them (even though they could see it was with UPS). They then promised, on Feb 15, to reverse the charge within 7-10 days. Now they're saying March 7.
Yesenia of Simi Valley, CA February 28, 2008
Yesenia of Simi Valley CA (02/28/08) We opened an account with EarthLink in December because they advertised that their Internet speed we could get would be as high as 6.0 mbps at anytime. Because our phones and fax are with Vonage we needed the highest bandwidth available. We ordered the 6.0 and got 1.5 instead. After two months, after having them attempt to fix it, their technical installation professionals advised us they could not service our area due to them being 1400 feet away, and the signal would not reach. They even sent their tech. over here and again we were told the same thing.
We had no choice but to cancel their services today. On the phone, a person who claimed to be a manager, kept arguing with me. She wanted to send someone else to check our Internet, I explained to her, earthlink tech support advised me it would not be possible and to try Time Warner, when she heard that she told me I would be charged cancellation fee. I explained to her the only reason I had to cancel was because they could not give me the service they promised. I did not break contract, they did and then want to make me pay for their lack of ability in my area!
I have lost many customers over this ordeal, as I could not use my phones or fax so many times. On top of that I am being charged cancellation fees and no one in their company wants to review my account.
William of Jackson, MI February 26, 2008
William of Jackson MI (02/26/08) I tried Earthlink which came with a 6-mo free trial on my new Dell computer. I used it temporarily (7 or 8 days) until AT&T could hook up my DSL. Now they won't stop billing me through some company called Bill Me Later. Dell should not put their trial service on computers as they try to defraud consumers.
I don't owe them anything, but they will not stop billing me.
Daniel of New Port Richey, FL February 20, 2008
Daniel of New Port Richey FL (02/20/08) I purchased a mailstation from Earthlink several years for my mother to keep in touch with her grandkids. She passed away last year, and I called Earthlink to cancel the mailstation service on 9-2007; however, each month I was continued to be charged. Each month I would call; they would apologize and tell me it is now canceled and gave me a confirmation number. The following month I was charged again, and they told me it was never canceled, and the confirmation number I was provided was invalid.
Now is it Feb. 2008, and each month the same issue. I called them today, and they informed me they could not issue any refunds for past months but to be assured the account has now been canceled and only a month credit will be applied; and they gave me another confirmation number. I am very upset that they can get away with 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
