Complain about a product or service

Earthlink Promotions & Offers

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

John of Cranford NJ (2/10/04):
I had Sprintmail dial up for years and kept it after they merged with Earthlink. Last year I purchased a new computer and decided to upgrade to DSL internet access. The computer came with an offer to sign up for Earthlink DSL and get the first 3 months for $19.95. After I went to the website, ordered the DSL and installed the modem they shipped to me, I was informed that I was not eligible for the offer. The offer said it was for New High Speed Earthlink customers. It did not say not for dial-up Earthlink customers.

Then I saw a link on my Earthlink Start Page for referring a friend promotion. According to the offer, I would receive one month of my DSL service for free after the friend signed up for and remained a customer for a certain number of months. After the friend received the equipment, installed it and registered as an active account, he put in my referral information where indicated and forwarded it with the registration. A few days later, he received an email from Earthlink stating the I was not eligible for the refer a friend promotion. There was no explanation included with this email.

If they're not going to honor their offers, they should not be allowed to advertise them.

Sufen of Woodinville WA (12/20/03):
I called Earthlink to cancel my DSL service in order to switch to Verizon. Sales rep provided competitor’s promotion and promised will give me $29.95/month offer. She said she couldn’t change the price on November because the invoice has been billed. I received the bill in December and price still remains $53.50.

I called on 12/5/2003 and tried to get the credit back. Another rep told me that was previous sales rep’s fault, there are some procedures errors that the sale rep should have contacted me about when offer was rejected but she didn’t. I still couldn’t get the discount rate. I wasn’t happy about that and asked to cancel the account and get my money back. They charge me the service to Jan 6, 2004. This sales rep refused my request. He canceled my account immediate but I couldn’t get my money back, even prorated portion, that “AGAINST EARTHLINK POLICY”. I was very angry.