EarthLink Reviews

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 if I wanted to go back online, they would have to charge the reinstatement fee so my total bill would be $350. 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!

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.

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 Earthlink to confirm this information and at that time, I received a cancellation 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 they're still 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 originally closed without the cancellation number. However, they would be willing to return two months of funds billed to my credit card. I informed the supervisor, Mr. **, that this was not acceptable and that I would call back with the cancellation number. I was also given a reference number **. On May 28, 2009, I called back Earthlink and provided the above-mentioned cancellation number and was told that they understood the problem but would not refund any of my money.

They actually agreed that they were famous for stealing from former clients, by continuing to bill their 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 weenie, 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. This corporation is run by thieves and **. If you use Earthlink as your ISP, you need to run, not walk to the phone to get rid of them. It will, I promise, take hours.

You should assume that you will receive not only bad and incompetent service. They will make every delay to deter you from termination. Please note that if you persist, you will receive a vast amount of intimidation and actual threats. 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. Earthlink is run by evil midgets and will soon be gone. I for one intend to sue.

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 been 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.

Shame on you, Earthlink. Shame on you - Rolla Huff - and your false advertisement. Shame, shame, shame ... you capitalist idiot for not taking care of your consumers.

I called again on May 1, 2009 and spoke to Archie who repeatedly said he would cancel my account effective that day. I repeatedly told him that I had already cancelled the account on December 19, 2008 and that I was just calling to be refunded my money, which now totaled $49.77. He said I would have to wait 3 days and call back for a refund. I called back on May 5, 2009 and spoke to Robin and then his supervisor, Nick, and was told that my account was closed on May 1, 2009, that although they had a record of my previous calls, the records indicated that while I had called to cancel, the representative had talked me into continuing my service. I argued that that was not true and asked for Nick's supervisor. Initially he told me there was no one higher than him. Eventually he said his supervisor was named Lise, but that she didn't take calls and there was nothing that could be done for me.

We would like resolution of this issue now. If we need new equipment, we think it is reasonable to expect One Communications and Verizon to work together to make that happen so that in 6 months, I do not have to go through this entire scenario yet again. On another note, when the phones went out, I asked that One Communications forward the phones to my cell phone so that I would not miss any calls. I was told on Monday that our primary number had been accidentally taken by another company and that One Communications had to get it back. Today (Thursday), I called to find out why it was still not forwarded and was told that it could take days to get numbers back and that they still could not forward the phones. Twenty minutes later, I spoke to someone who expressed disbelief at what I had been told about our primary number and he was able to forward the phone immediately. He said that the person I spoke to before didn't know what he was talking about.

I have consistently called Earthlink and no one has been able to help me. I am forced to pay them even though I cannot get internet service. They have attempted to call me but I was not available or missed the call. I feel I have done everything possible to resolve the problem. Not to mention the language barrier because their call center is located in India. The problem has gotten worse since I started to call on Jan 16. This is the first time in the last five days I was able to get on. It kicks me off after 10 minutes. I have been a customer with them for 7 years.

So, the third phone call I got today, I stayed on the line with the people. They wanted me to confirm my father's middle name which I would NEVER use and have NEVER used as a password clue or password itself; further, none of the people could verify my mailing address... bizarre! Then they were advising me that my credit card ends in ** and if I just gave them the rest of the number, we can take care of the bill. Well, the last person tried to talk me out of calling the Attorney General, which of course, I am filing a complaint. They didn't or couldn't furnish any data re: when the account was opened... nothing. They just had my phone number, my name and that I now as of today owe them $7.95. The remit to address is Earthlink Inc PO box 6452 Carol Stream, IL 60197-6452 and the address listed at the top of the letterhead on the "bill" is Earthlink Customer Service PO Box 7645 Atlanta, GA 30357-7645 - 888 Earthlink M-F 7am-12am EST

I too like another contributor got the fraud department thing and so forth... I stopped them at the Fraud department because I told them that if they investigated that might legitimize their claim against me and therefore, I was calling the Attorney General's office, Consumer Complaints for the Commonwealth of PA and that I'd file a protest to credit agencies disputing this charge since it's so low. I told them I refused to pay the bill, as they could not even verify anything without me giving them data to access an account that I never started. What a hoot.

A few months later, I am looking through my bank statement and they are still charging me $22. per month. Called customer service to request again to PLEASE close account and now to request money back. She asks when I cancelled I tell her over 3 months ago she says they have no record, interestingly enough neither do I. My word against theirs. She then tells me that she can't do a refund but the account is now closed. That would be great except again - I already asked that this be done over 3 months ago and again she is not offering any confirmation that it is closed. I asked to talk to a manager, she puts me on hold ... forever... and of course at this point I am thinking this is the whole point to put me on hold, I will hang up frustrated and forget about it.

So I hung up... but I called the same number, got another customer service person (strong accent, hard to understand, plus I am already frustrated). I give her all the same required info again, explain the WHOLE situation again. She says, "well it looks like you just cancelled today..." Are you serious. Again I tell her I want to talk to a manger, but this time I tell her - "DO NOT PUT ME ON HOLD, I will wait." Amazing... she keeps me on the line - never heard anybody in the background talking to her, manager never comes on the phone, she just comes back to the phone, tells me that I will have a full refund and the account is cancelled. I then tell her I have to have a confirmation because I have gone through this before, walked away with nothing but more charges. She finally asks for an email that they will send a confirmation. I then ask her how much the refund is because she didn't actually state the amount. She says $100, nice round number.

Now I am waiting to see if I get this email that they are supposed to send to confirm the cancellation and refund. We will see. They are horrible to work with. The customer service is very hard to understand. Their procedures are very unprofessional and their ethics are questionable. I never make a complaint on these types of forums, but this really needs to be looked into.

I even had a long communication with your online support and was promised that a copy of the transcript would be emailed to me. Guess what? I never received it. I later inquired about it and was told it was sent to my Earthlink email. That was remarkable since when we began the conversation and she asked me what my Earthlink email address was I told her I didnt know. I was never able to access it. Now, I have been paying every month since day one. After 2 months of getting nowhere I called to terminate the service. I was advised by a very knowledgeable rep that if I did that it would be breach of contract and I would be responsible for a termination fee along with being liable for the monthly payments through the end of my contract. Frankly, I did not see this as fair since I paid for a service that I was not getting.

When I mentioned this I was transferred to a Manager who advised me that Earthlink is a subscription based provider and it is not liable for my inability to access the internet. When I asked what did I subscribe to the answer, an Earthlink subscription. Of course I was dumbfounded then and still am. I was offered a credit for that month and was told I should be satisfied with that since it was the best that could be done. Am I missing something here? Now I have been patient and have tried to work with your tech support team. In the end they could not help and they would just simple tell me to call back another time or put me on hold for as much as 20 minutes and then tell me this is taking too long and let me know I will be disconnected.

Every communication with Earthlink has left me in a complete rage. I maintain internet access at home for the simple reason that I frequently take work home. Since I have subscribed to Earthlink, I have been forced to endure long hours in the office and sometimes weekends. My subscription with your service has totally defeated its purpose. I honestly feel like I have been cheated better yet robbed. Earthlink has steadfastly stolen money out of my account every month and knowingly continued not to provide a service. All of my complaints have fallen on deaf ears. Last month I was called by your customer service to let me know they were not able to collect their monthly payment. I was candid and told them I know. I just happened to be talking with my Banker while the transaction was about to happen. When she told me I asked her to reject it.

Well of course Earthlink called me within hours looking for their money. How about my service? After much boo hooing some lackey manager offered to give me a credit for that month. What about all the previous months? Well I am sure you get the gist of this story by now. Sorry ma'am that's the best we can do. Did you try calling Tech Support? Wow, why didn't I think of that? Now here we are exactly 23 before the end of my contract and one of your other brilliant Managers now asked me why I didn't cancel the service. When I told him because I was told I couldn't, he said well I can offer you a next month free. I asked him what is he giving me for free. He says the subscription. I say the subscription enables me to do what?

He says access the internet, HELLO **, I haven't been able to access the internet since I got this service! What exactly am I missing here? When I tell him that doesn't help me he then goes into this spiel about Earthlink being a subscription based provider. In the end I want a refund for every dime Earthlink has stolen from me. He says "I can give you a refund for this month" and I ask him point blank..."If you were me and had paid about $400.00 for a service that never provided what it promised, would you be satisfied with getting a credit for $45.90?" Well, guess what this moron then tells me. "Yes, Ma'am I would!!!"

Well guess what I am not a moron and I want to be refunded for every dollar that Earthlink has stolen from me. I have never in my life ever dealt with a company that doesn't make an effort to satisfy their customer. Especially one that has been more than patient in giving them time to correct & resolve the situation. I spoke with someone late last night in a final effort to resolve. I simple asked if this is a normal practice for Earthlink. She told me, "no ma'am." This situation is like 1 out of a 1000 and customer service tries but can't help everyone. Then she notes and "unfortunately in this case we couldn't help you and it cost you money." Well isn't that just the final slap in the face! I HAVE PAID AT LEAST $400.00 FOR A SERVICE THAT NEVER WORKED.

We then requested that they cancel the service, without charging the $150 to cancel our contract, since they were unable to hold up their end of the contract and provide us DSL service. That agent said he would not charge us to cancel the service. The next day, I called Earthlink to confirm that it was canceled, that we wouldn't be charged the fee and our charges would be backdated to the last day we had DSL service and whether we were supposed to return the modem. The girl I spoke to said that we didn't need to return the modem and that she could see a credit that would hit our account for the $150 once it appeared in a few days.

Two days later, our credit card was charged the $150 fee. I called and the agent I spoke with said that there was nothing she could do. I then asked to speak to her boss. I then sat on hold for over 20 minutes waiting to speak to the supervisor. When I finally spoke with the supervisor, he said he was the night manager of the Dominican Republic customer service branch and told me that two previous agents had explained that I would be charged the $150 fee and left notes to that effect in the system, and that I was lying and there was no way he would refund the fee.

Bottom line, we would not have canceled service if we had been told we would be charged $150. We were lied to by two individuals on the phone, who then wrote notes in their system saying they had told us we would be charged. The supervisor didn't care, at all, and was very, very rude to us. Earthlink lied to us, and stole $150 from us.

All I got back was a measly $12.95. This was in the end of September (over a month after cancelling service)! I called and was reassured again that the $19.95 they owed me would be in my account in 3-5 business days... Now it is October 10th and the $19.95 I was promised has not been deposited into my account, and not only that, they just charged $149.95 to my check card on October 8th! Again, today is October 10th, and I have been assured that my money will be in my checking account within 7-10 business days, but I am not sure I trust that! I have bills to pay and I need my money desperately!!! Also, it would be nice if when you called Earthlink, they could put you on the line with someone who speaks English!!! The lady I talked to today was helpful and spoke English, but she was probably BSing me!!! Her name was Angela and she was a senior billing rep.

When I discovered they were doing this, I had to close my checking account. Then Earthlink started sending me monthly statements again wanting payment for a service I had not had for over two years. At the same time I cancelled my internet service (January 2005), I also cancelled my home land line. This in turn did not allow me access to internet services. I could not have used their service even if I had wanted to. I was incapable of it not having a home phone line to hook up to. I tried contacting them on my own to get my money back from them and they would not respond. I've made calls, wrote letters, with not so much as one call back. Then I tried going through numerous other legal avenues. Then they contacted me to offer half my money back if I would sign a waiver making them not responsible to owing me anything else.

For them to even try to offer me half back is an admission of guilt on their part. If they are willing to admit half their guilt, they should have paid me all the money they took out of my checking account unauthorized. This amounts to stealing money out of my bank account. As of today, I still have not received so much as a dime that was taken from and is owed to me. Not only should they return all the money they took from me, they should be paying it back with interest at this point, not to mention compensation for all the time, energy, opening and closing bank accounts, etc. that this has cost me.

I have kept all E-mails that they have sent. They also have argued with me and frustrated me on the phone with people that seemed not fluent in english. I need your help. Am I still required to pay them for two extra months ?

The people I have talked to are very hard to understand. The even ask me to spell the word I am telling them. The last person I talked to said my machine was worn out. My machine is not worn out. When I had the number in Boron it worked fine but it seems that that number has canceled out. The only trouble is I don't have a good dial number, Since Boron cancelled out none of the numbers they try will not work. Thank you. I would like to talk to a person from the company that I can understand.

I told the tech that Earthlink must have made some change somewhere, bacause our lines and equipment all tested OK. No response. Using dialup, I reached live chat and got Samantha, who I told that we were through with Earthlink due to more than 2 weeks of failed support, Earthlink's not admitting that they had made any changes. She then offered a new modem for free with no contract required!. Too late, I told her, we are gone. I reached AT&T and got the bundled phone, DSL and Satelite service (saving overall about $30 per month).

Before we left on vacation I cancelled the Visa card on which Earthlink bills had been paid, since I suspected they might try bill us for service they did not provide. Wow, that was a very good move. As you might expect, I received 3 phone calls (from India) and one from the US demanding money, but not listening to anything I said. Finally a note from customer service saying they wanted 89.90 as overdue. Earthlink is overdue for a fraud investigation!

Happily, since we are retired, our only loss was about 2 weeks of internet service and e-mail, and we gained valuable insight into how Earthlink does business.

well i have now been told a 100 differnt exuses. i have numerous e-mail from earthlink telling me my miles will be deposited in jan-feb, march-april,may-june. its now august still no miles and this is just one of my complaints with this this company with their customer service center in india.

this service is horrible and would not advise any one to get internet service with them. i have learned not to give your credit card information out and if so research the company first.

well what do you know? Get to new place, and service isn't working. Thought it might happen as it does take some time usually to switch things out as your phone line moves over, but call in to check and see what was going on. I was told that the line couldn't be moved until the old one was deactivated. Never mind I was CALLING ON THE NEW LOCATION and the LINE had been moved already. This apparently confused tech support in India as they didn't understand the concept that lines can move with people! So after fifteen minutes of explaining this in several different ways, the Earthlink dude gave a vague estimate of 5-14 business days or so until the DSL likely would be active but told me to call back in 3-5 business days to check.

I was mildly annoyed until I got a sudden bill today for a penalty for "discontinuing" service and watched Earthlink zero out my checking out. First, I had been told that wouldn't happen since I had been with Earthlink highspeed for 6 years+ and second, on top of that I was charged for all the dialup that I had incurred as well as "software fees" for software I supposedly had received as a new dialup customer. Yeah. Right. I don't get software. I've been with the company so long I don't even bother with it.

So hundreds of dollars out of money,... and being told that earthlink will return the money after it's been processed, I am putting the transaction into dispute. They can fight me for anything short of the dialup plan. And yes, I cancelled the vague DSL transfer order that no one seems to know about, filed a complaint with the BBB, and am going to cancel the dialup once I have my new service in hand next week.

Earthlink is terrible. It's clear they're going down the tubes. Fees for overdraft to bank. Still resolving.

A month later I got a bill for the $325. I called Earthlink they assured me that I would get the credit back within 2 days. 8 days went by and nothing. After being out of town I noticed I could not log into my email, so when I got home, I tried to contact the chat support, but I could not get on the internet. So I called and Earthlink (India) told me I had to call another number, so I did, it was the Fraud line? I called back and tech support told me my internet was suspended for fraudulant activity???

When asked, they could nt give me details about it until the account was unlocked. I questioned about the $325 credit, they said they couldn't do anything until the account was unlocked. 72 hours they told me I had to wait. And here I am, still waiting 4 DAYS LATER!! Call after call, they keep switching me to different departments. How could I occur fraudulent activity as I was out of town, not even connected to my internet. I live alone. And my security is pretty good considering thats what I do for a living.

It has cost me an additional $2,100 over the past year in overcharges!

I have been a customer for over 10 years and things have changed. With all due respect to these Indian employees, they don't even know where the company is based. Their next plan is to send someone to my home to check the integrity of my lines. I just have gotten to the point that I'm ready to cancel my service. They need to employ people who speak the language and know what they're talking about.

I spent $19.00 for Ground shipping as well as many cell phone minutes, trying to resolve the problem.

The thing is I replaced computers that was not even bad. If they could have listened to me & me understand them we would have fixed this problem in 1 day. For tech support when you call from the USA I think it would be smart to have someone from the USA talking to you not someone from India or somewhere & they have no idea how irrating it is to do the same thing over & over & over again. Not to mention the cost of the cell phone bill.

I still have to pay for the full month of service & lost 1 week of service. I went out & bought a wireless computer do to them telling me that it would work cause I have wireless. DON'T EVER BELIEVE THAT. If the modem is bad you will not get wireless at home. It also ran up over 400 minutes on my cell phone. Plus all the time away from my very busy schedule to get this fix. Earthlink customer service is as bad a verizon. PLEASE CHANG CUSTOMER SERVICE FOR THE USA. WE WANT TO TALK TO SOMEONE IN PLAIN ENGLISH & THAT WILL UNDERSTAND US AS WELL.

I was outraged and contacted CS. She said she would change it back to 9.95 indefinitely and refund 40.00 to save the account. I politely asked her to rerate the services to 9.95/month back to the 7/06 date. She stated she couldn't do that. I am totally upset that would take advantage of my mother like that.

26.00/month for 30 months 2.5 yrs = 780.00 - 9.95/mon for 30 months(what she should have been charged) 300.00 = 480.00 of overcharges

So I contacted earthlink again to find out how I could get it back. I was willing to pay the service fees they wanted, just give me my websites back. I actually developed 3 of them and they took many, many days to develop. They never gave me notice or the opportunity to keep them active. I was told sorry, but they are gone. How can earthlink treat their customers this way? First moving me to embarq whether I wanted this or not, then not giving me any notice that June 20th, they would be closing down my websites and not giving me the opportunity to keep them.

This is extremely poor public relations and earthlink should be ashamed of themselves. They obviously can ruin peoples lives and not care one bit about it. I can't tell you how disappointed I am in earthlink. Word of mouth is a powerful thing. It can make or break a company. I am sure I am only one of thousands that have experienced this and the bad mouthing earthlink will get will cost them dearly.

After speaking with many, many Earthlink agents (whose understanding of English is, (to state it kindly) limited, I was advised that due to the fact that DSL was technically unfeasible for me, I would not be charged an early termination fee. On May 22, 2008, Earthlink charged my account $154.18. My credit card is a check card and I pay immediately for all charges to it. I explained this to several Earthlink employees and was told I would be credited within 7 to 10 business days. Because this was an unauthorized and unwarranted charge, I was not able to pay bills that were due and owing legitimately. After conversations with my bank and Earthlink, my bank informed me that if a representative of Earthlink approved it, the hold would be lifted from my account.

During a three-way call between an Earthlink representative, my bank and me, the Earthlink representative authorized my bank to reverse the charge as it should not have been made by Earthlink. On July 2, 2008, I attempted, without success to log into my account, I contacted Earthlink and was informed that my account had been deactivated due to a charge back. I spent an entire day and a half attempting to have my service reactivated. I was told the only way to do this was to give them another card number or my checking account information which, I was assured, would have no charges immediately assessed to it. On July 3,2008, after having spoken to no less than 15 people and received as many different answers, I finally had had enough and told them to cancel the service.

Today, July 5, 2008, I received two emails from Earthlink one for $154.18, reflecting a $149.95 credit and the other debiting my account for $4.23 to make up the difference. I initiated a chat session asking for a refund of my money. I was told that, because I owed them $149.95, they would only issue a credit. Credit to an account that is no longer active? Earthlink has at will debited my account and punished me by deactivating my account although every error was theirs. I have through a chat session informed Earthlink again (they were informed yesterday not to debit my bank accounts).

I work from my home and my internet access is imperative. By summarily dectivating my account even though I owed them nothing, I lost income that I had contracted. In addition, I missed a deadline which did not reflect well with my client. I have been unable to work since July 2, 2008 and this will continue until my new service is installed which will take 7 to 10 days.

I just found out that Earthlink has been deducting $43 from my account since March. I have now called customer service 3x since I discovered this issue (which was only yesterday). I have been treated like a child, yelled at and flat out told the only way to stop the deductions is to eat a $150 cancellation fee. I no longer have the confirmation email, however 1 of the Earthlink reps did see on March 7 where I called in to cancel the account. However it seems the representative I canceled with did not follow through. BUT IT IS NOTED I CALLED. Every representative I talk to gives me a different story. I had one nice person who atleast refunded my July deduction.

But I have been told I have to have my mom call back with the Verizon information so I can prove I have not been using Earthlink all this time, I have been told I have to have Earthlink Tech Support note on my account that they have been unable to set up service so that the cancellation dept will finalize my cancellation. It goes on and on. When I talk to c/s they give me hope that this is a mistake on their part and that it can be fixed - however I have to talk to tech support to get it fixed.

Tech support is RUDE and refuses to help me. They won't even let me speak to a supervisor, I keep hearing I'm a level 2 lead and I have the authority to help you. I am going to call one last time this evening with my mom on hand with the Verizon information. If this does not get me anywhere I am going to call and send a letter to Earthlink CEO Rolla Huff in Atlanta, GA.

My bank account has gone negative on atleast 1 occassion due to this.

I contacted Earthlink by telephone and was told that this was a computer glitch and that it would be fixed immedately. This fix worked for about 12 - 24 hours then the problem returned again. I went through this cycle at least twice more with similar results. Finally, the Earthlink service rep told me that I must cancel my existing account and start a new one like a new customer. I was unhappy with this solution because it would involve at least a temporary change in my email address but I was told that this was the only thing that would work. My account was cancelled and I was put in touch with an Earthlink sales rep to open a new one. This individual told me that, since I was effectively a new customer, I would get the $29.95 per month introductory rate and they hoped that this would at least partially recompense me for all my trouble and the damage to my reputation. I HAVE NEVER GOTTEN THIS REDUCED RATE! All the time Time-Warner was still billing me for the full rate.

I contacted T-W and was told that this was something that I had to deal with Earthlink for, not them. I made a couple of subsequent calls to Earthlink and was promised that the problem would be corrected both times. This never happened! Now I can't even find a number to call Earthlink or an email address to discuss this with them. All that they have is an online chat. Whoever they have doing this chat is essentially clueless and seems to have difficulty understanding the problem. Each time I tried to expllain it I was mysteriously disconnected from the chat line.

I beilieve that there is a fundamental dishonesty at Earthlink at this time - that they are intentilnally defrauding customers if only through neglegence. Unfortunately, I made the serious mistake of trusting them and so I didn't document this problem as well as I should have. The best I can do is to try and warn other potential Earthlink customers that, for whatever the reasons, Earthlink is prone to cheat customers and that their promises are meaningless.

Many of my email friends and two of the people I do business with were given the impression that I had failed to pay my Earthlink bill which has damaged my reputation. One former business cuatomer told me If this was just a simple problem like you describe, I'm sure Earthlink would have corrected it by now. I don't believe you. What I would like to see is that Earthlink is called to task for this behavior and something is done to get them to either conduct themselves in an ethical businesslike manner or stop offering services to the public. A recommendation of any regulatory agencies that I might complain to would be nice.

In the chat conversation, I was told that is not available for my phone number, only for the other line in my house (a dedicated fax line), so I would have to switch my phone numbers. I was told he could not tell my any reason it was not available, and he never offered any other help or explanation or suggestion. Seems like he really wanted me to take my business elsewhere!

I just reviewed my credt card statement, and found that they charged me a disconnect service fee of thirty dollars. I called them back, and again I couldn't understand the females's voise as she was from a foreign country-AGAIN! She told me she couldn't remove the charge as it was a disconnect fee. I told her that I never was connected to their service, as it took only 15 minutes since the time I called to the time I had it cancelled. The best I could understand her was that her supervisor would call me back that day, which to this date, no one has.

I am out a $30.00 dollar disconnect fee that I never had the service, let alone was NEVER told about in the first place. In short, I would like my Credit Card credited the $30.00. Thanks-You

i have spent more than 80 hours on the phone with earthlink trying to resolve these connection issues, only to be frustrated by the fact that they will NOT let me cancel without a cancellation fee, even though they can not fix my connection problems. they refuse to let me cancel and expect me to give them one more try at fixing the connection problems. After almost 11 months and 50 phone calls, only an idiot would agree to give them another chance. I need help to cancel without a fee, i want to be reimbursed for all the days that connections have been down-which they have also refused to do, and now i want to find out if i can sue them for time spent, mental distress and medical treatment that i have had to endure due to their inaction.

economically, i have added $8.00 per month for 24/7 assistance which they can not provide. i want all my monies returned. i have experienced numerous setbacks in my mental health recovery area due to the extreme frustration that i have experienced trying to work with earthlink. I DO WANT AN ATTORNEY TO CONTACT ME IF THEY FEEL I HAVE A CASE AGAINST EARTHLINK.

I was forced to use dial-up, and the only reason I didn't cancel the account was that I was only being charged $14.95/mo, and it was useful when I went out of town. He told me the monthly rate was increased because I was using dial-up! I explained to him that I had purchased an AT&T aircard and also subscribed to the internet through another company, and would not be needing Earthlink any more, but I insisted on the refund. He and I both repeated our positions and he apologized for my inconvenience and poor support and promised to cancel my account and give me credit for $29.95 x 2 or $47.85. Well, I received the credit for $47.85 just fine. But, have also been charged an additional $29.95 x3, for a total of $89.85 and I have to call someone in India who I can't hear or understand, to complain.

Harrasment. Receiving several calls from incompetent offshore customer service representatives. Denial on three ocassions for mailing address to complain against employees, denial from one customer service agent receipt of my correspondence then acknowledgement from other.

Then on the morning of 6/11/08 both the phone service and the DSL went down. I called and they told me to wait until 7pm and call back. I did and then someone wanted to tell me to call back at 8pm but I insisted that I stay on the line. I waited for two hours on my cell phone for an agent. When I got someone they went through the typical troubleshooting list and spent a good 30 minutes asking me stuff. It turned out later that this was a level 2 tech and he was unable to help me. The real kicker is that the level 3 tech department closed while I was talking to the level 2 tech. I called back first thing in the morning and went through another 30 minutes on the phone to have the guy tell me that it was the phone company's problem and that they would be out to fix it that day.

I called later in the morning to check on the ticket and it turned out that the phone company would not be able to come out for 4 days to check the problem because of weather. It was 80 degrees, clear and dead calm at the time by the way. So I complained some more and then they said that they would escalate the issue with the phone company and that they would call me in 2 or 3 hours to let me know what was happening. They never called so I called them and they said that nothing had yet been resolved. All the while I have no phone service and my pregnant wife is alone at home with a two year old and no access to local emergency services.

On the last phone call, the tech got frustrated with me and started to simply repeat the same two or three tech supposrt handbook phrases. What makes things worse is that when they shipped me my modem they sent it overnite and charged me $40 to ship it. I told the rep when I signed up that standard delivery would be fine. I mean how stupid do you have to be to get the modem sent overnite when the service wouldn't even be available for a week? They continue to make me think that they don't care about me being a constumer.

Out $40 for the shipping on the modem. Already paid a set-up fee and and not set up. I have no phone service and I've been using my cell phone minutes. I pay most of my bills online and I can't pay them right now. I have no access to my e-mail.

Contacted Earthlink and was passed from one representative to another, finally was transferred to their fraud service division, holding on the line for 45 minutes with no resutls.

On June 6 I received a past due notice and on June 10 someone who barely spoke English called to say I still owed for the month of May. She tried to get me to give her my bank routing number so the company could make a one-time deduction for this bill. I adamantly refused to give her that information and told her I would mail a check that evening, which I will do and good riddance. Earthlink used to have great service -- I was with them for seven years and for much of that time I often recommended the service to friends -- but anymore their support people speak and write English poorly, telephone contact with the company is merely a rumor, and I rejoice that I am free of them!

Then this saturday i receive a call from collections they dont care what i say because wifi says i owe them money, the lady i spoke to was named courtney and she threatened me by saying that she had my credit score pulled up and it was 636 and that this collection would effect it. i called wifi and they said that i did have a balance, they had me on hold for 38 minutes i asked them where they were located so that i can go to the office, they said they are in India.

I asked for a number in the United States because half of the time i cant understand them because of there accents. they gave me three wrong numbers. now im have something on my credit and i am in the process of buying my first home this is not fair. When i was with wifi i spent countless minutes on my cell phone with them that can be proved with my cell phone bill.

collections department harrassing me for a bill im not supposed to have and they are going to put it in my credit report

filed complaints with MS Attorney General and Georgia Governor's Office of Consumer Affairs

It took one month for E'link to discover the problem was with their network server at Verizon. We have 3 computers--one of them would not connect back to the DSL--the tech said it was the hardware. I called a computer technician to come out--it was a setting that Earthlink had me change during all of the testing of the lines, etc. THEN I had to FIGHT with them over the $49.95 monthly DSL fee they charged for the month we had no DSL service. We would cancel our service, but after reading these other letters, I figure that's just another headache I don't need right now.

We paid $168 to have a computer technician come to the house to fix the hardware problem that Earthlink said we had. The biggest cost was in time and frustration--hours on the phone, having to constantly have the tech repeat what he said-- having to call repeatly to have corrections made to the bill--

Any company that let's itself be duped by a criminal fraudulently creating an account should have all of the burden of fixing it. It seems that the only person who can't get into my account without sufficient proof of my identity is me!

Finally in late January I contacted them again (got a very nice person but did get her name) she reviewed our account back to January of 2007 and told me everything was paid in full. I thought it was finally over. Then the first of April I get a notice from CCA (earthlinks collection division)saying that we still owed for one month but couldn't tell which month I supposedly owed.

Between my wife and myself we have made no less than 10 call to Eathlink and or CCA with aboslutely the worst customer service I have ever experienced. No one seems to be able to give you any information or will accept any information from you. I have just mailed copies of the checks to CCA and faxed them to Earthlink Accounts Receivables in hopes that this can be resolved. I will never do business with Earthlink and I will do everything in my power to let everone know how hard they are to deal with.

They still say I owe them $21.95 plus some kind of pentalty.

So since July I have been waiting for March 30 to come around so I could cancel. I called a few weeks ago to let them know I did not want to be billed for another month as I would be canceling on the 30th. I was advised to call back on the 30th or be charged an early termination fee. That was fine. But supposedly the rep made a note on my account not to bill for another month. My Earthlink modem for DSL just happen to go out on Friday, 3/28, so I was without internet service. I called AT&T and got service on the 28th of March and found out I didn't have to have phone service. Well, this was great I thought. I can save some money so I canceled my phone service on 3/29/08.

When I called Earthlink today, 3/30/08, to cancel my service, I was informed that I owed $149.95 due to my phone service being canceled. I pitched a fit. I said if you want to get technical, I haven't had internet service since Friday anyway. The rep and I talked back and forth and she was nice enough (I'm being sarcastic) to take off $99.95 so I still owe $50.00. I was given a confirmation number and told I wouldn't be billed for another month, but I said I hope I can trust you because I haven't found anyone at Earthlink so far that I can trust. There were no notes on my account about calling and the rep said I could cancel on the 30th. Consumer beware!! I sure hate to lose $50.00, but I guess it's a lesson learned the hard way.

I'm being charged $50.00 that I shouldn't have had to pay. I do not have the money to waste like that.

I will have to pay over $200 in early cancellation fees for services that they can't provide. It's worth it not to have to deal with their customer service again.

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.

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!

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.

I have no phone service, no internet service, and I cannot cancel my contract.

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.

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.

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.

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.

I don't owe them anything, but they will not stop billing me.

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!

?

When I try to cancel my account (stop paying for non-service) customer service refuses to cooperate: claim they can't cancel; try to talk me out of it; refuse to transfer to a manager or supervisor or transfer to a person who claims to be a supervisor but can't do anything at all; transfer to anyone else just to get rid of you; threaten absurd cancellation fees; put you on terminal hold.

These are my demands: 1. Cancel Account. 2. Please send confirmation number. 3. Send Earthlink supplied return shipping address to return equipment. 4. Do not charge cancellation fees. (Earthlink broke contract by not providing service.) I have written 17 letters to Earthlink and filed complaints at the BBB, FTC, FCC, and Illinois Attorney General.

I have paid $80/month since 3/2006 for very little service. My phone was off when I needed to go to the hospital. I had no service the last 2 months. I have spent hours dealing with this. Earthlink still refuses to cancel my account; they threaten me with a $150 cancellation fee. I do not know yet what they will do to my credit rating.

In negotiations through the BBB, after first denying having control of the domain name, Earthlink later acknowledged having registration rights, but refused to release it because I violated Earthlink policy by taking the charge back. Negotiations were suspended at that point. I contend that I did follow proper procedure by notifying Earthlink in writing of the disputed charge for the e-mail account. Having received no response, I moved forward with the only protection available to me as a consumer by disputing the charge with my credit card company. Earthlink did not follow its own policy requirement to inform me (the consumer) of the termination of service. Its important to note that I canceled only the email account, on 1/8/07. I became aware that the website account was canceled on 3/30/07 when I contacted the company and was told my website had been taken off-line. They refused to release the content of the site unless I reinstated the credit card charges.

As a small business, my website served as an important marketing tool. Having it disabled for nearly a year has taken a tremendous toll on my business. I cannot afford to re-create all of the content from scratch. More significantly, I am unable to launch a new site as long as Earthlink retains the registration rights to the domain name and the status is locked.

The Earthlink representative told me they would get a supervisor and then put me on hold. After 1/2 hour I hung up.

Well, finally I bullied my way through to a Level 3 technician AND then to his supervisor! Finally, someone who didn't just read down a script. He actually read my file, said that he didn't understand why the Level 1 people had downgraded me, and he arranged to send technicians out to check the lines and the connections. The problem is, this took HOURS, DAYS, NEARLY TWO WEEKS of constant phone calls, hour long holds, frequent disconnections. After working with computers for nearly 35 years - I know my stuff and can out talk the low level support people. The average person is hindered.

Bottom line, it still isn't fixed, and Earthlink support is TERRIBLE. AND to add insult to injury, in the process of dealing with this I reviewed my last couple of Earthlink invoices which I just hadn't read yet and found out that they had added PC TUNE and FAMILY CONTENT to my account (nearly $11 extra a month)! I didn't order these, I never heard of these, and I certainly would never order PC TUNE as I don't now, nor have I ever OWNED a PC (Windows) and PC TUNE doesn't run on a Mac! There has got to be something better out there. I just kick myself when I think about how I could have set up permanent email addresses long ago, so that when I finally get so frustrated that I dump Earthlink, I wouldn't have had to deal with informing hundreds of people about my email change!

Untold lost hours of productive work and time with my family. Delays to work production. Years off my life due to stress.

I've lost 3 weeks worth of lost work as I am a special needs teacher and do my not at school time work online. I do my stock and other counseling online. I've paid $200 to have my laptop checked; I've had to purchase a verizon netcard to do some of my work in the meantime; I've spent at least 5 hours JUST communicating with earthlink, - and no one really knows how or what to fix. I even requested a newer modem as mine was 7 years old. There is no connection from the wall to their modem.

It's taken about 6-7 hours of time so far, between all wait times, follow ups, dropped calls, etc. I have logged each and every phone call, including who I spoke with and any reference numbers I received. I recently switched my TrueVoice service to Verizon, but I haven't officially canceled the Earthlink service because this matter is still unresolved, and I did not want to add another hurdle to the process. It will be an issue if this drags on and I find myself paying a monthly fee to a company just to resolve a customer service issue. This has been extremely frustrating.

Baffled, I continued to call and try to contact a supervisor that would give me some clarity. Finally, after long waits and being disconnected by accident, I was told that I will indeed receive my full refund in 7-10 days. Long story short: Avoid Earthlink at all costs. Why dod you think they only charge $12.95 a month? It's not worth it, you get what you pay for.

The following is a summary of my situations: 1. On or about January 3, 2008, I contacted EarthLink due to web domain profiles that existed under my account that were set up without my knowledge or authorization. 2. On January 11, 2008, I contacted EarthLink again regarding additional web domain profiles that existed under my account; again set up without my knowledge or authorization. 3. On January 15, I contacted EarthLink due to problems logging on. This was due to unauthorized access that included changing the account password. 4. Again on January 15, I saw a $65 balance that was applied due to another web domain being set up without my knowledge or authorization. 5. On the afternoon of January 16, 2008, I contacted EarthLink due to my inability to log onto my account and the message that my account was inactive. After spending 45 minutes on the phone, it was reactivated. 6. On the evening of January 16, 2008, not even two hours after having my account reactivated, I found that my account was deactivated AGAIN. Currently, my account is still not active and I dont have the slightest idea of when it will be reinstated. I have been told that my account has been deactivated due to fraudulent activity; I have never committed any type of fraud and I resent being treated like a criminal and essentially being put out of business. I was told that it will take up to 72 hours for my account issues to be resolved; this is absolutely unacceptable.

I'm tired of calling and emailing them. I cannot believe how horrible their service has been. Each person I have talked to apologizes and says they will take care of it, but that never happens.

Dear Mr. Huff: Heres the history: I was advised by your service representative on September 16, 2007 that we could get DSL service on the above two telephone numbers. I placed the orders and we received the two modems four days later. I installed the modems but was never able to connect either phone line (separate computers) to Earthlinks DSL services, despite at least 15 phone calls to your representatives in the Philippines and India. On September 30, 2007, after another frustrating attempt, I was advised that it was technically not possible to connect our telephone lines to Earthlinks DSL. Therefore, I canceled our services which in fact, never got started in the first place, within the 30 days notice as required by your rules as posted on your website. Attached is a copy of the cancellation letter I sent by certified mail along with evidence it had been received within the required time frame. I also am including evidence that I returned the modems.

In the meantime I have repeatedly been billed, both on my credit card and by direct invoice from Earthlink a total of $581.98 for services I never had. I have been billed on separate occasions $149.95, $158.35, $44.25, $44.25, $168.53, $3.70 and $12.95. I have indicated to my credit card company that all charges from Earthlink are fraudulent as are all charges invoiced to me directly from Earthlink. Because of my prompt and timely cancellation I do not owe you any money and you should clear my account accordingly. I am sending a copy of this letter to the Chairman of the Board of Earthlink, the Federal Communications Commission and the Federal Trade Commission, Consumer Response Center and Senator Russ Feingold in the hopes that this matter will immediately be resolved.

I just tried again to contact them and the pin number I was give was suddenly inactive. I was forced to call the standard customer service line again (1-877-943-4435) which I've come to realize has no direct contact with offices in the states. To my dismay I came to find out that the complaint tickets I opened with the state side tech office were suddenly closed with no stated reason. Every time I asked to speak to a manager to file a formal complaint, I would get bounced to someone else would ask me for all the account info AGAIN. Or, I would get I'm sorry sir, all the managers are on calls. I don't know what to do at this point. I'm at my wits end. This company's customer service is as bad or worse than the actual internet service they provide. All I want at this point is a refund of my money, make sure upper management is aware of this shoddy service, and to make sure other Philadelphians do not fall victim to this horrid internet service.

A week later it arrived and I was charged. I called and they promised me a refund and a shipping label to send it back. I did get my money back but no label ever came. I called several times, it still never came. Then I was charged again.

It has now been 2 months and 15 phone calls. Every time they say they will send a shipping label and refund my $99, but they never do.

When I contacted the company, the rep. said that the person who I spoke with the first time gave me the wrong plan, so they started charging me after 500 minutes. After I repeated myself to him, he said he will update my account by giving the right plan with unlimited long distance and will stop the automated payment and credit the money to my account. He did update the account but failed to give the credit for the money that was taken out of my bank account. Ever since I have been trying to speak to a Supervisor in order to rectify the problem for about 2 months; no Supervisor from the company had contacted me. They disconnected my service on 11/23/07 for non payment because as I always told them I won't make any payment until I discuss the matter with a Supervisor so an adjustment can be made.

I had returned checks and paid overdraft fees because of unexpected withdrawal from my account. I have to use my cell phone during the days because I don't have a home phone. All of that stresses me out. Please help.

I was disappointed because they now had my business # I had for 5 years--and if I should have to change service I would lose my yellow page add, all past business references, 1000's or 10,000's of dollars worth of business. ... but I could not wait that long for service, I would be out of business by the time my computer was running. I need my computer to check pricing online etc...

One would think it to be an unreasonable request to ask of any business... Needless to say to my surprise I have received a $1953.86 early termination fee...

I was shocked and felt it could only be a misunderstanding. I have called customer service with One Communications and spoke with Alexa, Rich, & Rob-- to no avail. They explained to me it was not that they could not provide me service it was that I had to wait until service could be provided, therefore (no matter how long the wait) when I decided I could not wait for my phone service or DSL to operate my business and chose to go thru Verizon I terminated my contract-- which makes me responsible to pay termination fee's. I feel that where they could not provide me service in a reasonable amount of time it should be common knowledge I would have the right to go to someone who could provide me service! How could any business that was dependant on their phone and internet service wait that long?

I have also reviewed my contract with One Communications I signed a service agreement that said "Terms & Conditions Herein" which I assumed was on that page I was signing since there was nothing else. They last week sent me a copy of "Terms & Conditions", I had never even seen..... When I told them I never signed or ever even saw the terms & conditions, they said I should had asked to see it!! I feel this is a deceitful tactic, and I would had never, ever signed to the Terms & Conditions they sent me... I spoke with the Chairmans office Cindy (888)***-****.. and pleaded with her that I can't afford this bill and it is unfair. She laughed at me and said, well you signed the agreement to 3 years no matter what...so tell whomever you want and pay the bill. Whether they can provide service or not?How many other business's have they used deceitful tactics and taken for money.. There is also an automatic renewal so people who assume their contract is up and terminate will get killed on an early termination fee's. I can't afford to pay this after having to relocate my store and am desperate for relief...
Thanks,
Elaine ****
**** St.
Lowell, Ma.

(978)***-****

I believe Earthlink would have continued charging me for the mistake they made.

I have since learned from other Earthlink clients that using the Vista program they are unable to use their E-Mailing service. I had also asked Earthlink to cancel my services since I was unable to use the Internet and E-mail without their program freezing my computer. Earthlink refused and I've had it with them. For 9 days I tried connecting and getting them to help me - nothing worked.

I finally changed over to a cheaper and better service without any problems.

I have also had Earthlink internet service for years which I have paid through my local cable company. Today my email account was deactivated which baffles me as that is not part of my phone service. Earthlink is totally unscrupulous, and I have filed a complaint with the FCC today. I dread all the hours of fighting this will cause not to mention the potential damage to my credit rating. NEVER do business with Earthlink!

I called again and again for for a week on a daily basis, but on Thursday, September 4th, 2007 I found out that my contract was terminated by earthlink and charged $ 149.95 on 8/31/07 without my knowlege. I called, spoken to earthlink representative, I was told that she will request a refund for the $ 149.95 and will not further charged me. The next day I found out I was also charged $26.90 for monthly fee. I called again this and spoken to another representative, was told she can not refund the amount of $ 149.95 because I didn't finish the contract for one year, but I told her I did not cancel the contract; earthlink did that on their own.

I contact them every month and spend at least 3 hours on the phone to get my credit. I get disconnected at least 6 times in each 3 hour period. I talk to people in India who can't help me and keep transfering me to other people in India before I get disconnected and have to start over again 6 out of 10 times.

When I called about this, they conveniently didn't understand my argument. I tried discussing it with two different people and didn't get very far. Not long thereafter, my friends and family started complaining of the echoing and faintness of reception. I spent much time with tech support. Over the last year, I have had two or three different ata adapters sent to me because they are incredibly unreliable-for whatever reason--and I end up without a dial tone.

The reception has always been lousy, and so the last time I didn't get a dial tone and made three different attempts to remedy the problem with tech support, which handles multiple callers at one time (which wastes everyone's time) I decided to cancel the service. I contacted Earthlink the next day to let them know that my new provider (Cleartel) would contact them and that since I hadn't had a dial tone since June 6th, I expected to no longer be charged for the service. I was assured that there would be no problems and no more charges.

On June 19th, when I still had no phone service, I contacted Earthlink again and had to somehow go through my whole story again with another person, and was assured then that everything was in order. On June 29th I contacted Cleartel because I still didn't have service. They told me that Earthlink had only released my number as of June 27th. I called Earthlink again and had to start over once more. Once again, I got the scripted politeness of a person somewhere on the other side of the world that I had to explain this to, again. She couldn't understand me and I couldn't understand her. I asked her to slow down her speech so we could communicate. I finally asked to be re-routed to the States.

Finally, I spoke to a man in Texas who seemed to understand and agree with my frustration as to have no had a home telephone for 23 days and that it was wrong that Earthlink took so long to release my number. AGAIN, I was assured that all would be fixed, that I could maintain my original number, and that there would be no problems with switching it over to my new provider. I have just received a message from Cleartel stating that they are having problems activating my service. Earthlink had no problems taking business away from AT&T to give me shoddy service and support that was sub par. Now there are these huge obstacles preventing me from going elsewhere?

A week or so later they sent me an e-mail saying that someone would be at my home to set up my service on March 13th between the hours of 8am and 12pm (over a month after I first signed up for service). Since there was no way possible that anyone could be present for them to service my home, I called to tell them that this would not be a good time.

I was also outraged to see that aside from the initial payment of $39.95 for the equipment I received, they had charged my debit card $19.95 on 3/12/07 for installation fees. WHAT INSTALLATION? Nothing had ever been installed.

Everything that Earthlink support told me to do did not work.

On the 26th of October, my Verizon phone services were disconnected. I had not received the modem. As my phone services were discontinued (at Earthlink's request according to Verizon), I also did not have any DSL services. I was able to log on to my e-mail from work the next day, and read an e-mail from Earthlink which said: "We're writing to confirm that on 10/26/06, you requested to cancel the following service(s) for account number…..:" I had not cancelled this service - it had been done unilaterally by Earthlink, who later acknowledged that this was a factual error.

I attempted to explain this new problem yesterday to another technician that was extremely hard to understand only to be put on hold for 30 minutes so I could speak to a senior technician. I finally hung up. Then at 11:55 and 12 midnight I get a call from "Sam" an Earthlink technician. I was not pleased to say the least. So now I have a technician coming on Tuesday to check the line.

We work out of our house and have not been able to take phone calls, faxes, or make phone calls or send faxes. We have lost 2 weeks of work because of Earthlink.

When I called I demanded they return my money, the "supervisior" said he needed my current credit card to put the money back into my account. I was hesitant to do this, after my experience but he said this is the only way I could receive my money back.

This morning when I checked my bank account, I found they had deducted MORE money from my account, rather than giving me a refund!

I became so frustrated with thier non-existant service that I resigned. They informed me I would have to pay a fee for breaking the contract I had recently entered with the phone transfer and even though I feel that is unjust as I've been with them since 2001, I am so distraught I just want to go elsewhere, so I will pay. However a week ago 8/30 when I both resigned and signed up with another carrier, I was told the transfer would take a few days. One week later, I call the new carrier and am told Earthlink wouldn't give up my # until 9/13! They made me wait 2 weeks. In the meantime, my work/life is impacted as I use my DSL at home to communicate with clients as well as look up information on the web.

When a package arrived, with the necessary equipment, it became obvious that the changes and installation involved would be quite beyond my capability, and I returned the equipment with insured postal mail.

Earthlink has now advised me that instead of reinstating the original $20 per month, they will continue to permanently bill me the $40 rate, as it could not be reversed despite the return of the equipment.

After hours of phone and having tech support come out to my home, the result is that EL sold me a service outside of the boundary of their hub. The 3.0 service requires that the hub be no longer than 18,000 feet from the linear hub. My house is 21,000 feet.

This seems like an open and shut case, but EL said the company that came to measure stated that the house is within range - contradictory to the statement made by the technician that came to my house.

I have paid over $600 for the previous 12 months of promised service by EL and have not been able to use the service.

They continued to charge me at the regular rate of $41.95. Everytime I called I had long waits, talked to a different person, got different stories, but all simply said there was nothing they could do.

I was on the phone for over 10 hours at different times with their techs but they finally said they can't help me. I sent a letter to their corporate office and they never responded.

I received another bill 2 months later for $43.90 so I called again and was told that when I had made my final payment, they activated my account again using my Mastercard to withdraw the payments. This was without my authorization, in fact I had cancelled my card.

Again, I was assured that this would be taken care of but now the amount I owed was $68.12! I received another bill showing a credit of $43.90 but I still owed 24.22 because they could not charge my Mastercard!

I made several phone calls to the tech center to complaint about it, but it never helped. Funny thing is, I couldnt even go to their own website to read anything.

My modem tests OK; my phone line has been tested and found to be OK. I have taken my computer down to a neighbor and the computer performed OK. My service gets worse every day. I was a Hawk client, when Earthlink bought Hawk's dial up service. Our monthly payment is $9.95, significantly less than other Earthlink customers pay for unlimited Internet service. I wonder if Earthlink is trying to drive us away. Although I've had polite customer service from Earthlink, everyone I talk with tells me something different, and it sometimes takes hours over several days to troubleshoot the problem. In any case, the problem not only persists but gets worse every day.

I run my business out of my home. It literally takes me hours to do online what used to take me minutes. This monring, in the space of an hour and a half I was dropped five times. It took this site more than 5 minutes to load. I end up working weekends to make up for lost time. It's difficult to estimate how much this off-again on-again service is costing me in dollars, but in time, with the dropped connections, slow downloads, frequent called to tech help, and running around to neighbors to check performance with their phone lines, the interruptions in my work week have added almost 40% to the number of hours I have to work.

I have been on the phone with various departments (tech support, billing, TRON) trying to fix the problem. Each person would make me run through the same protocol - unplug the modem, wait for 10 seconds, restart the computer. Nobody seemed to know what was going on, but it looked like it would be out from 4-5 days.

I decided to cancel my service but they wanted to charge a $150 early termination fee. I was furious. If they can't hold up their end of the deal and provide me with steady internet service, then it should be my right to cancel at no cost! I believe they just try to wear the customer down, and if that doesn't work, they bully them with threats of early termination fees.

They won't respond to emails, but tell you to call in , where there is NO RECORD of what was said. Very convenient...No record. I asked to cancell my wireless because of the fraud stated in the terms of service. They not only charged me for a new month in advance, after I had a cancellation number, but also $175.00 in early termination fee. I will now sue them in court. They are a typical 21st century corp. who exploits their customers, feeling that the effort won't be worth the law suit. Have I got news for Earthlink.

Finally, on Monday, 3/20/06 he told them to disconnect us from this "service", and we would go back to our previous phone carrier - Alltel. As of now, 3/27/06 it has been 7 days since we told Earthlink to cancel our service with True Voice, and we still do not have a landline phone. The former carrier (Alltel) has told us that Earthlink still hasn't released our number back over to them, even though they kept telling us (either cell phone calls or live chat) that the account with their service was cancelled. They even sent us a label to send the equipment back.

So in all total, we have been without a landline phone for 12 days. Earthlink will not release our number from our former phone service carrier, and therefore, we can't connect up with Alltel again until Earthlink does this. I tried the Live chat on the "True voice" page, but it says it is busy....you must CALL. How can I call with no phone service!?! I have spent all of my cell minutes on the phone with Earthlink already, with no results. Earthlink has really sunk to new levels. Since all of this happened, I checked out Earthlink True Voice on the internet and see numerous complaints about it. I just wish my husband had checked it out before jumping on board.

I had a lengthy conversation with three Earthlink customer service persponel this evening. Jas, David and finally Betty/Supervisor. She offered me $98.78 which is half of my requested refund. This conversation took fifty-seven minutes of my time. Mind you I'd like to add that I had several lengthy conversations with Earthlink representatives last year from the beginning of my account with them, always unsatisfactory.

Today (3/11/06 5.30pm -6.27pm) I was informed by Jas that I had cancelled the account on 5/8/05 and he confirmed with a confirmation #. The other two reps after that had no record of this, a prime example of the inadequacies of Earthlink personel. Consumers can be guaranteed that Earthlink is way inferior in their capacity to take responsibility and accountability for inefficient communication and documentation.

Upon learning this, we have canceled the account. We are expecting that Earthlink will credit the overbilling difference.

1. Customer of Earthlink for about 4 years

2. Ordered DSL in August, was effective in September, billed in August, billed for Modem at $99 that was supposed to be free

3. Finally got DSL working late in September and was asked about a home networking router at about $7.50 per month. Agreed

4. Two weeks later received a PC card that I never ordered and the router never showed up.

5. Called about 3 or 4 times no router, cancelled order and was told if I cancelled I had to pay a $140 cancellation charge - never got service

6. About 2 weeks later I received the router along with a Return Material Authorization to return it. I did immediately.

7. I have been billed for the router and for the home networking service every month since September and have never had the service

8. Dec 05 filled complaints with my credit card company and BBB of Atlanta.

9. Jan 06 got a reply that I would be credited $121 and change - credit never happend got a new bill for $122.00

10. Contacted credit card company and they said we made a mistake and you are only getting $19.95 and if you don't like it you have two working days to make a new claim and by the way it takes us three days to acknowledge a FAX and you probably are too late

11. BBB sends me a memo mid February from Bill Quince (dated 20 Jan 06) that says he will credit everything back except the router which hasn't been acknowledged as returned yet (in three months)

12. 23 Feb 06 Earthlink shutdown my e mail and DSL service without any notice

14. 27 Feb 06 I call Bill Quince - too bad you are stuck because our accounts automatically suspend service - he doesn't have time to get involved. 15. 27 Feb 06 Atlanta BBB sorry I have been out of the office and can't get to your problem for awhile - send us an email. (email sent 26Feb06)

So here I am with my business on hold because I don't have any DSL or e mail service

I checked my bank acct the next day and I was -175.00 because Earthlink ran my card for $239.40 a whole years worth of service. I called Earthlink immediately and the CR told me it was an accident on their end and he would get my card refunded immediately and not worry about it. He said they would fax my bank a letter saying it was their fault. I called my bank then and filed a claim regarding the unauthorized payment and they said they could not refund any of the overdraft fees until Earthlink put the money back in.

I called Earthlink back and this time the CR told me it would take 3-5 business days before the money would go back into my acct. No one at Earthlink cared - they basically kept saying they understood and that was the best they could - it was a mistake. They were still trying to sell me their services and get me to sign back up. I told them after this no way.

All this technology and the knuckleheads can't tell one has not downloaded some kind of software and is using it? Driven Greedy sobs. And that credit that I have coming to me...well I can't get it back because I discontinued the dial-up service with them. And I'm never going to stop bothering them about it or talking about them in a bad light until I die. It's the only way I can shut up anyway. Hey! Earthlink!!! I want my credit coming to me.

I have gone back and forth like this since September 15, 2005. I have continued to receive satellite service throughout that time, though I was not charged. I have documented dates and times that I have called into Earthlink to get this resolved. That number is 31 times, but if you count the times I called in and never got to speak to anyone, but got disconnected, that number is 47.

I cannot believe I put my faith and life's blood into a company that, not only cannot successfully transfer a phone call without disconnecting the caller, but cannot get a satellite connection interrupted. I was told today, by Earthlink's installation department, that they were escalating the problem and expediting it immediately. I was also told the same thing on 2/1/06 by the installation dpt.

Today I was told this would be resolved in 7 business days, which is what I was told a week ago. I am putting Earthlink on notice that they have until 2/16/06 to have this matter resolved, or I will not be calling back, but will be scheduling an appt with my attorney to file a law suit. I am losing my job over this, as I work at home. I'm sure it wouldn't do any good, but I don't know where else to turn. It makes me ill to see Earthlink's commercials on TV, promise all of this excellent service and dedication to the customer. That has not happened in this case.

Doesn't matter that a company representative (Crystal) had told me that, they were not going to honor it. So after they issued me a return authorization (which took a week) I sent the modem back UPS. The UPS site told me that it had been signed for on 1/20/06 by earthlink. No refund has yet been issued so I called today to ask why. I spoke with Eric who told me that a refund would be issued 7-10 days from TODAY, 01/31/06. He had no idea why nothing had been done until we had called to question it.

Finally I got a hold of someone named Megan who told me to send a certified letter requesting cancelation. Also she said to write an explanation and we would not be billed for the time of the dispute. I did so that day and got my confirmation from the post office. Jerome M. Bryan signed for it. Then we got another bill. I called several times and no one will talk to you unless you have the password and fathers middle name. Then it went to collections. I tried one more time to resolve the issue today 1/27/2006.

Finally got the lady to put me through to a supervisor. But he only recounted the procedures policy and rufused to acknowledge anything and said he did not have the authority to resolve my contesting of the bill. I asked him if he worked for earthlink. He said yes, so I asked him to connect me to some one who did have the authoity. He said he could not do that. I asked him if he was an employee of Earthlink. He said they had a partnership with them. So I asked if they were a subcontracter and where he was located.

He said yes they were a subcontractor and located in the Phillipines. I realized that he had no authority and no one he worked with had any authority to do anything but offer apologies. They can only follow the procedure contracted to them by eartlink which is very convenient for Earthlink as they don't have to deal with anyone. And obviously don't care what happens. I am sending my payment off to the collection agency after I finish this. I'm assuming that my credit rating will be dinged and I will be out the money I am sending. I have my postal verification of the certified mail and a copy of the letter which I am making sure gets put back into the file cabinet. Very poor company to deal with.

I was also offered two free months of Earthlink at this time. Several days later I received a letter from the bank saying I had incurred an overdraft fee of $23 from the direct depositing that had occured. Earthlink then direct deposited me again on Jan. 4th. I now have $46 in overdraft fees and am demanding that Earthlink refund this to me. I have called Earthlink three times and also tried to straighten this out via online customer service and they have refused to help me with the overdraft fees.

On Friday, March 26, they made me repeat the same thing as Thursday until they finally agreed to open up a Trouble Ticket. So I contacted them on the earthlink trouble ticket 575578 and they said the engineers are working on it. So TRON group called me on Saturday at 4pm. What they did was disabled my Static IP to see if I am able to get my DSL connection. Yup. I was able to but with no static IP. So we played the Activate and Deactivate game with the Static IP all day on Sunday and Monday March 29.

Believe it or not they actually closed the previous ticket without solving the problem. So they opened another Trouble Ticket 576525. On late Monday night, the guy from TRON thinks it might be my static ip been shared by someone else. He recommend that I get a new static IP to fix the problem. So he told me to contact customer service today, Tuesday March 30. So I did. It's funny -- I called the customer Service to request a new IP.

I have spent over at least 14 solid hours of phone call and chat with their tech support and it's not going anywhere.

Earthlink refused to wave the early termination fee for something that wasn't my fault. Instead, they wanted to offer me a credit towards next month service. This made no sense because I couldn't use the service now and I didn't want to try and use it in the next month. When I asked if they could count my credit towards the early termination fee, they said they couldn't do that. They could only give credits towards services, not fees. This by far was the worst excuse or explanation I have heard in my life.

I have spent several thousands of dollars on Analysis Software and data feeds to support my investing activities. I have purchased a subscription to an online Options analysis database. I have not been able to use any of these things for a month and there is no end in sight.

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

Earthlink breached their contact with me before I ever cancelled the service. I have been robbed. Maybe Earthlink is not concerned about the possibility of class action lawsuits. It is, after all, the "small" people like myself who keep Earthlink up and running by purchasing this product. I may not have purchased this product of my own free will, but I do have communication skills and I will never reccommend this product to anyone. If this charge is not removed I will not give up on getting this issue resolved. I will not go away.

I called on 12/5/2003 and tried to get the credit back. Another rep told me that was previous sales reps fault, there are some procedures errors that the sale rep should have contacted me about when offer was rejected but she didnt. I still couldnt get the discount rate. I wasnt 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 couldnt get my money back, even prorated portion, that AGAINST EARTHLINK POLICY. I was very angry.

This is why cancellations should always be submitted in writing, preferably via certified mail, return receipt requested. If Loomis had done this, he would now have proof that he had made the disputed cancellation.

I wish to find someone who can write a consumer experience meter, which will log the time the network actually feeds data, which is what we really pay for, taking into account congestion at popular sites, so that we can really create a measure of how our service declines. We could use such a rating for a class action lawsuit. Stereo manufacturers didn't advertise RMS power levels until they were forced to. Let's get busy! We just pay, we no longer surf, we're too busy. Earthlink has made DSL into Dialup Simulator -- Loser! -- and I no longer wish to fulfill my contract!

The numerous times I have called they even gave me a case Number which is 58778507. They will not honor that number and would not accept my credit card number as they say it is not the number they have on file, but said they would speak to me if I gave them my pin number, Which I have no idea what it is, and I must call from my home phone. (I called from work but gave them my home phone number). The bottom line is they do not want to honor the rebate, and they have been giving me one excuse after another. This has been since February. Again, the credit card number is not incorrect. My relative has already paid Discover so it had to be correct.

I figure they owe me $153.65. It is not the money, it is the principle. I hate getting snookered by anyone. If everyone would raise hell with them about getting cheated, maybe they would improve their system and methods.

Some 15 days after my last contact my records were "mysteriously" cleared and I am finally being told that I will not receive the remaining funds. I feel this was intentional and is a deceitful practice.

They stole money from me, promised to give it back on numerous ocations, and then reneged. It is being lied to and feeling that a company the size of Earthlink is inetionally giving a former customer the run arround that bothers me most. I would not be writing this if they refused the refund request initially. I want the $327.20 that I am owed by admission of Earthlink themselves. Somehow I am sure that Earthlink would have no trouble locating records that showed I owed them money.

Earthlink/Cidco has not met their agreement with me and I should not have to keep mine. When I called directly to Earthlink, they told me they do not take responsibility for Cidco and that they are a separate entity. Now I better understand the stalling by Earthlink and my being told to just be patient by complaint dept after talking to Chief Investigator of the Orange Co Consumer Fraud Unit in Orlando. I am sending them my complaints and I am also working with San Francisco's ABC TV consumer affairs dept. My husband and I are going to also cancel our Earthlink monthly usage.

Well when I called and informed them about this mistake they told me that they could request a refund for the 21.95 that they were trying to take out. I told them that they never got the 21.95 but I was charged 28.00 each time they tried. So I wanted my 56.00 not the 43.90 they are wanting to give. Ms. Freeman told me that it is up to my bank to return it to me. The bank says that it is Earthlink's responsibility to refund it since they caused the problem in the first place.

We suggest Linda pay Earthlink every cent it is demanding. Then, she should turn around and sue them in Small Claims Court for the payments wrongfully collected, service not rendered, expenses incurred in fightinig the wrongful billing, etc.

My wife and I use the internet a lot, and my wife has a few message boards too, so we need at least 4 e-mail address (one for me and three for her, one personal, two for the message boards for all those darn SPAMers). So I set up mine and then went to set up hers, to find out for each additional e-mail address would be $4.95 a month...when on the ad it says e-mail for the entire family...everyone in the family (and most ISP's give up to five). I then called Earthlink to confirm, and a rep said, "yep, $4.95 a month for each additional...all that means on the ads is unlimited dial-up for $19.95."

So I said that we needed the additional e-mails, but didn't want to pay for it. To which the rep said,"Sorry, it $4.95 a month for additional...do you want to cancel?" (to me that is odd that is given right off the bat) So I said of course. I was then transferred to a "retention" rep who only asked me, "so, the message says you want to cancel, right?" I said yes and the rep then said OK DONE! and hung up.

I called back to get a confirmation number on the cancel...names, etc, and then recalled to reconfirm. (I work for a credit card company and see companies like Earthlink and AOL charging accounts up to three to four months after original cancellation and will only refund after much fuss). And you guessed it, on my next bill was a charge for $19.95.

I immediately called Earthlink, by passed the front line reps and got to a sup. The sup did credit my account immediately and no other charges have shown on my bill. Unless travel and internet go hand in hand with you...then no need for a national ISP. Go with a local dial-up server. Much easier, and you don't have to go through a "network" of reps to correct a problem.

Earthlink's total charges were from June to October for a total at $19.95 a month. The total was almost $100 dollars. I would like either Earthlink or Microworkz to refund me that money.

Microworkz has a hard time delivering on its promises and has recently been sued by the Washington Attorney General, so this is hardly surprising news. Michael should send a certified letter to Earthlink vigorously protesting the charge and demanding an immediate refund. If that doesn't work, Small Claims Court is a good option.