Complaints

This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Earthlink, LLC has 125 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  One Communications

  5727 old Boonville hwy Evansville, IN 47715

• 

  ITC Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  EarthLink Business Solutions

  124 W Tombigbee St Florence, AL 35630-5422

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had **** internet and accepted a Fiber internet promotion with ****. Paying **** for internet ************** Received a bill from Earthlink for $280.35. Earthlink has never provided service. Why are we being billed by Earthlink?

  

  Business Response

  Date: 04/22/2025

  04/22/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he had AT&T internet and accepted a fiber internet promotion with AT&T. The consumer states that he pays for AT&T fiber internet and received a bill from EarthLink for $280.35. It is further stated that EarthLink has never provided service and wants to know why he is being billed by EarthLink. The consumer is disputing the charge of $280.35.
  
  We are sorry for any misunderstanding that may have happened. On reviewing the account we see that the service was set up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The account was active and therefore billed. EarthLink does not track usage and there is no way of knowing that the service was not used. As per the records, the charge of $80.35 for the invoice dated 08/13/2025 was rejected and unpaid. Therefore the account went inactive. The account is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. In an effort to resolve this issue we are making an exception to the standard policy. The Early Termination Fee of $200 and the past due balance of $80.35 has been waived. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services.  The confirmation number for this response is *********.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10th 2025, I contacted a number *************) for Xfinity that I found doing a ****** search. It was a sponsored ad. I was greeted by and Xfinity ditty, and then by a lady who sounded to be Indian which I was not surprised by. I was thoroughly convinced that I was talking to an Xfinity salesperson, but just to make sure I asked her if I was talking with Xfinity and specifically *************** She said yes. I continued to tell her that I was interested in an ************** account and she said she could help me. She collected a bunch of information including my ESIM. Then she sent me links to log in to my Xfinity account. I did so but it hung. In hindsight I realize this was part of the scam. At no point did anyone say anything about Earthlink. When they failed to set up my phone for **************, I decided to go to the physical Xfinity store to get help. They informed me that I was probably victim of a scam. I immediately cancelled my credit card but not before Earthlink charged *****. This was an amount Earthlink later called shipping and handling and said was non refundable. First off this is an outrageous amount for shipping and handling and leads me to believe that they are in cahoots with the scammers. Follow the money. Who is benefitting from the scam. A lackluster internet provider probably desperate to prove itself profitable. Do not use Earthlink they are dishonest and perhaps even criminal.

  

  Business Response

  Date: 04/16/2025

  04/16/2025
  ***** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer was interested in ************** and contacted a number for Xfinity that was found on ******* It is stated that at no point it was mentioned EarthLink. The phone for ************** was not set up and therefore went to the physical Xfinity store to get help. The consumer was informed that it was probably a scam. The consumer cancelled the credit card but was charged $83.95 by EarthLink. Later on it was stated that it was shipping and handling charge which was non-refundable. The consumer is seeking a refund of $83.95.
  
  We would like to apologize for any confusion or misunderstanding that may have happened at the point of sale. Xfinity is a business partner of EarthLink. On reviewing the account we see that the service was set up for Wireless Home Internet. The initial payment at sign up is the processing and handling fee for installing the *** card for the modem to work and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. To start the service the consumer must pay the first month invoice in advance. We are sorry to know that the consumer decided to cancel the account. As per the records the account is inactive as of 04/15/2025 and the device has been returned. Based on the situation the amount of $83.95 has been refunded. The refund will reflect in the credit card statement in up to three days. The confirmation number for this response is 623838353328.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for EarthLink internet service based on their assurance that they could provide service at my address using *******s network. I canceled my ******* service accordingly.After signing up:EarthLink sent a router and scheduled a ******* technician for setup.The ******* tech was unable to help because the router was not *******s, and they stated they could not support third-party equipment.EarthLink sent a second router and said no technician was needed. I installed itstill no internet.I contacted tech support, followed all troubleshooting steps, and the issue remained unresolved.They scheduled another technician, but again, it was a ******* tech with no ability to troubleshoot EarthLinks ************ this point, its been over 10 days, Ive received two routers, had multiple support calls, and still have no internet service. EarthLink has charged me $75 and is now demanding a $200 early termination feeeven though they never delivered working service and have no technicians of their own to resolve the issue.This is unacceptable. I am requesting:1.A full refund of the $75.2.Immediate cancellation of my account with no ******************************* model is deceptivethey claim to provide service but rely on third-party techs who are unable to support their equipment. I should not be financially penalized for their failure to provide service.

  

  Business Response

  Date: 04/15/2025

  Date: - 4-15-2025
  ******* ***** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that they switched their services to EarthLink from *******, as they were assured that they will receive services at their location.  The consumer has mentioned their difficulties getting services from EarthLink. The consumer states that they decided to cancel the service, as its been 10 days that their services were not installed. The consumer states that they were charged $75 and now were informed that they will be billed $200 for canceling the services.  The consumer has therefore requested EarthLink to cancel her services without a cancelation fee and also requested a refund for what she had paid to EarthLink. 
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer was offered high speed HyperLink internet access. The consumer was charged $73.79 as a monthly fee. This type of service requires a professional installation and needs the use of high-speed modem that is installed during the technicians visit. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We are sorry to know that the consumer did not get the desired connection.   As per our record, the consumer has placed a request to cancel the account. The account has been accordingly cancelled as of today 04/15/2025. The service was under a term commitment of one year. As per the policy, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee.   Therefore, the consumer was charged $194.16 as Early Termination Fee.
  
  However, as an exception and looking at the situation of the internet connection, we have decided to refund the Early Termination Fee of $194.16 and $73.79 as per consumers request. The consumer in total would receive a refund for $267.95.  Please allow up to 3 business days for this refund transaction to complete. We would request the consumer not to dispute the above charges paid to us, as there would be issues in refunding the amount back to the consumer.  The account is inactive, and it takes 7 to 10 days for the line to be released from the date of inactivation of the account. We have emailed a return label to the consumers contact email address.  We would like to inform the consumer that she will have 30 days to return the router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $300. The confirmation number for this response is *********. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.
  
  
  
  Respectfully
  Roiden as per
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me AS LONG as I receive the full refund within 3 business days.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I . Timade a full payment of $55.52 on 03/15/2025. I cancelled my service on 03/18/2025. I was told by a customer service *** by phone that I could not get a refund until the next billing cycle. This merchant has not refunded any of my March 2025 payment.

  

  Business Response

  Date: 04/15/2025

  04/15/2025
  ******* *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he made full payment of $55.52 on 03/15/2025 and cancelled the service on 03/18/2025. It is stated that he was told by the phone representative that he could not get the refund until the next billing cycle. The consumer is seeking a refund of $55.52.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry to know that the consumer cancelled the service. We are not able to find previous request for a refund. As per the policy, EarthLink will not grant any refunds or credits for any unused data. As a courtesy a refund of $55.52 has been processed. The refund will reflect in the credit card statement in up to three days. The current status of the account is inactive as of 03/18/2025. The confirmation number for this response is 623837710971.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transactions April 7th for the ***** April 10th for the ****** I felt its a little misleading to call it unlimited but only give 300gb, the service also promised high speeds but at most I got 20mb with frequent glitches and pauses in the internet, even when the router was unobstructed.I only have used 4.2gb out of the 300gb, but they are refusing a refund any money at all. And also threatening us to charge us 400$ if we do not send back the router asap in this next week, they did not try to resolve it at all and will not give us any money back apart from the router fees. Even though we only used the service for 1 day and then figured out we were unhappy.

  

  Business Response

  Date: 04/14/2025

  Date: - 04/14/2025
  ***** ***** - BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint the consumer states that she had paid $79.95 on April 7, 2025, and $101.04 on April 10, 2025,for an unlimited data plan of 300 Gb. The consumer states that she was misled that the service was an unlimited data plan. The consumer has mentioned her difficulties using the service due to internet issue.  The consumer states that she was able to use only 4.2 Gb out of 300 Gb. The consumer states that she requested for a refund for the unused data however she was denied.  The consumer states that she was notified that if she does not return the modem within 30 days, she would then be charged $400. The consumer would therefore like EarthLink to look into this matter and accordingly resolve her issue.
  
  We apologize for the misunderstanding that happened in regard to the unlimited data browsing.  We would like to educate the consumer that this wireless home internet service is an unlimited browsing service.  That is even after the 300 ******* is over,the consumer is still able to browse the net, but with a slow speed.  As per EarthLink policy, EarthLink makes no guarantee as to the continuous availability of the Service or any specific feature(s) of the Service.   We are sorry to know that the consumer did not get the desired connection.  We do see that the consumer was able to use 4.2 Gb within one day as specified by the consumer.
  
  As per our record the consumer had paid us $79.95 initially at the time of signup that is on April 7, 2025. Later the consumer received the router and got her services activated.  After the service was activated, the consumer got the monthly internet data charged for $101.04 on April 10, 2025. In regard to unused data refund, we would like to inform the consumer, that EarthLink does not provide refund for any unused data. As per EarthLink policy **************************************************************************** (Schedule 4 Wireless Home Internet Service). Under Billing, Refunds: A non-refundable Processing & Handling Fee will be charged at the point of sale.  EarthLink will not grant any refunds or credits for any unused data. Therefore, the consumer was denied any refund.
  
  However, in an effort to resolve this issue we will make an exception to the standard policy and have decided to refund $95 towards the unused data. Please allow up to 3 business days for this refund transaction to complete.  We have also decided that once the consumer returns the router back to EarthLink, we would refund the $79.95 processing and handling fee.  The account is inactive and there would be no further billing unless the consumer does not return the router.  We have also emailed the return label to the consumers contact email address.  We would like to inform the consumer that she will have 30 days to return their router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $400.  Incase if the consumer still has any queries in regard to their account, they could reach our Wireless Home Internet department at ************* between 9 am to 7 Pm. Eastern, 7 days a week.  The confirmation number for this response is 623605215525.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for high speed internet service with no data limit. Well after four days we hit a data limit for high speed and they slowed it down to where we cant watch tv in our house. I called and complained about it and they said I cant get a refund and they shut it off. I think theyre taking advantage of us because were elderly. After just four days they changed us $100 dollars and told me they will charge me another $400 dollars if they didnt get their modem back in 30 days.

  

  Business Response

  Date: 04/14/2025

  Date: - 04/14/2025
  ******** ******* - BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that they paid for high-speed internet service with no data limit.  The consumer states that after 4 days, his data was used up and had speed issues. The consumer states that due to which he was not able to watch TV at home.  The consumer states that they complained and requested for a refund. The consumer states that he was declined any refund towards it.  The consumer states that after 4 days he was charged $100 and was informed that if he does not return the modem within 30 days, he would then be charged $400. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the misunderstanding that happened in regard to the unlimited data browsing.  We would like to educate the consumer that this wireless home internet service is an unlimited browsing service.  That is even after the 300 ******* is over,the consumer is still able to browse the net, but with a slow speed as low as 1 Mb. With this speed the consumer cant play high end games or watch TV as they require huge data and speed to make it work. The consumer therefore has the option of purchasing extra data to continue watching the TV or browse sites which require huge data. The consumer here is not just paying for speed upgrade but for data purchase also.  The consumer has the option to purchase the internet data as per their internet requirement.
  
  On viewing our records, we do see that the consumer had signed up for Wireless Home Internet service for an internet plan of 300 ******* a month. The consumer had paid us $79.95 initially at the time of signup. This payment is for the processing and handling fee.  As per EarthLink Wireless Home Internet policy, the processing &handling fee is non-refundable.  We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale,so therefore this amount is not refundable. Later the consumer received the router and got his services activated.  After the service was activated, the consumer got the monthly internet data charged for $100. As per our record the consumer has used up the entire data of 300 Gb for the month.  The consumer was therefore not eligible for any refund as consumer has utilized the complete data for the month. 
  
  However, in order to bring this matter to a close, based on the situation we have decided to refund $50. Please allow up to 3 business days for this refund transaction to complete. We have also emailed the return label to the consumers contact email address.  We would like to inform the consumer that he will have 30 days to return their router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $400. Lastly, we would advise the consumer to contact this number ************* to check if there are any unlimited services like Cable or Hyperlink internet service available in his area with no speed change. Incase if the consumer still has any queries in regard to his account, they could reach our Wireless Home Internet department at ************* between 9 am to 7 Pm. Eastern, 7 days a week.  The confirmation number for this response is 623605066242.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earthlink Phone and Internet Service cannot support business owners with Internet and phone services. Since signing a contract with Earthlink in regards to my small business phone needs, I have had multiple phone and internet outages, and when I'm not able to troubleshoot on my own, I call the company, and they always indicate that there is a $175 service fee charge since I'm not capable to IT Trouble Shoot. Please remember that my office suite is located in a shopping mall, *************, and the equipment I'm being encouraged to troubleshoot is located in the mechanical room of the shopping mall. Last week, EarthLink came to the shopping mall to assist me with my internet and phone issues, and I was told that upon them fixing the problem, my equipment had been taken out of the mechanical room. I asked the technician if I should reach out to the leasing agent to report this mishap regarding my missing equipment. I was told no and that EarthLink would handle everything. Well, today, the internet and phone are down once again. I contacted the property manager because I'm trying to understand the issue with my internet and phone connection. The property manager assured me that the mall has not had any power outages, and vendors are the only individuals with access to the mechanical room. To sum all of this up, please do your research before signing a contract with this company. I have had multiple encounters where the internet and phone are down, and I have not been granted any type of credit regarding my bill. In December of 2024, while I was on vacation, my internet and phone were down for approximately 28 days, and I was billed for an entire month of service.

  

  Business Response

  Date: 04/15/2025

  04/15/2025
  ******* **********-BBB # ********
  EarthLink Acct # ****************
  Acct status: Active
  
  The consumer states that since signing a contract with EarthLink in regards to small business phone needs, she had multiple phone and internet outages which she is not able to troubleshoot on her own. It is stated that when she calls the Company it is indicated that there is $175 service fee because she is not capable to IT troubleshoot. The consumer states that the office suite is located in a shopping mall and the equipment is in the mechanical room. It is mentioned that EarthLink came to the shopping mall to assist her with the phone issues and was told that upon fixing the problem the equipment has been taken out of the mechanical room. It is stated that she asked the technician if she should report about the missing equipment and she was told that EarthLink would handle it. The consumer states that today again the internet and phone is down and the property manager has assured that there have been no power outages and vendors are the only individuals with access to the mechanical room. The consumer states that she had multiple encounters where the internet and phone are down and have not been granted any type of credit.
  
  On reviewing the account we see that the service is set up on Business side of EarthLink. We are sorry for the difficulties experienced by the consumer. As per the records, the consumer called in reporting downtime on 04/11/2025 and a technician was dispatched to restore the service. A new equipment was installed in the mechanical room. There is no dispatch charge applied on any previous dispatches, but the customer service confirms the possible fee with every consumer before the dispatch. The credit request has been processed and the consumer has been provided a credit of $200 which is more than one month of service. Our support team followed up with the consumer and it has been confirmed that all services are up. We would like to inform all our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. EarthLink always strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is 623605195415.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have no idea what Earthlink is billing our company for. They claim they're unable to help me since they are unable to "verify" me. The only documentation we have is their invoice. My guess is that this service was set up by somebody that is no longer with our company or possibly a fraud. They demanded I send them a copy of my drivers license which I will not do, I already don't trust them. All we're trying to do is close the account which they will not do.

  

  Business Response

  Date: 04/10/2025

  04/10/2025
  ****** ******-BBB # ******** 
  EarthLink Acct # *******
  Acct status: Inactive
  
  The consumer states that they have no idea what EarthLink is billing their Company for. It is stated that they are not able to verify and therefore not getting any help. The consumer states that the only documentation they have is the invoice. It is mentioned that this service was set up by somebody that is no longer with the Company or possibly a fraud. The consumer was asked to send a copy of the driving license but she does not want to. The consumer states that sheis trying to cancel the account and is disputing $66.69.
  
  We would like to apologize for any confusion or misunderstandings related to the account. On reviewing the account we see that the service is active for Premium email with Perks. EarthLink makes all reasonable efforts to provide high quality service with award winning support. To protect our consumers privacy and their personal information, it is important that we verify and that they have the authority to access certain information or make particular type of changes to the account. ********************** has consumer verification guidelines in place to protect the integrity of the data. As much as we want to resolve the concern, we cannot make changes to the account without verifying the account ownership first. As per the records the charge of $29.95 for 01/29/2025, $35.62 for the invoice generated on 03/01/2025 and 03/29/2025 were unpaid. After adjusting the credit balance the account has an outstanding balance of $66.69. Based on the situation, the balance of $66.69 has been waived and the account is closed as of 04/09/2025 with zero balance. The confirmation number for this response is 203904464.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Earthlink offering "perks" for customers. One of the perks offered was FREE TurboTax. So I used their link to log into Turbo Tax. However, Turbo Tax did NOT say their product was free. It said it would cost at least $79 or more. I believe this is false advertising. Earthlink uses it as a way to get their customers to use their affiliate link for their own profit. But the customer gets NOTHING.

  

  Business Response

  Date: 04/08/2025

  Date: - 04/08/2025
  **** *********** - BBB # ********
  EarthLink Acct # ******** 
  Acct status: Active
  
  
  In the complaint the consumer states that she received an email from Earthlink offering "perks" for customers. The consumer states that one of the perks offered was FREE TurboTax edition.  The consumer states that she used the link to log into Turbo Tax. However, Turbo Tax did NOT say their product was free. It said it would cost at least $79 or more. The consumer states that this is false advertising. The consumer states that Earthlink uses it as a way to get their customers to use their affiliate link for their own profit. The consumer states that customers get nothing.
  
  We apologize for any misunderstanding that may have happened in regard to Turbo Tax. We have checked screenshots of the Turbo Tax advertisement that the consumer has attached in the complaint.  We would like to inform the consumer that there is different type of plans available in regard to Tax filing using the Turbo Tax platform.   If the consumer checks the advertisement, it clearly states that the Turbo Tax free Edition is free for the consumer.  Under the Free Edition plan the consumer gets help from the Turbo Tax representatives with no charges in regard to preparing the tax file. Once the tax file is ready the free Turbo tax Edition is utilized and which is free.   The consumer then could decide to choose the various plans to upload the ready tax file, and which is chargeable under different plans.  In the screenshot the different plans are available and accordingly the consumer could select one of them to complete the Tax filing. Once again, we would like to apologize the consumer for the misunderstanding. We really appreciate the consumers business, and we will continue to serve the consumer.  The confirmation number for this response is 203899531.
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the initial call to request service, I was told several short term trial offers would be added to my account. I expressed that I did not need those services, but they were added anyway. I never used those services. EarthLink proceeded to bill me for them every month, without my consent or even mentioning a price. When I reached out to request a refund over text message support, I stopped receiving responses as soon as I said this. When I reached out on chat online, I was told they could only offer a $20 refund, the equivalent of approximately one months surcharges.

  

  Business Response

  Date: 04/07/2025

  04/07/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that during the initial call to request service she was told several short term trial offers would be added to the account. It is stated that she expressed that she did not want those services but they were added anyway. It is mentioned that those services were never used but was billed every month without her consent. It is further stated that she asked for refund and was offered only $20 which is equivalent to one months charge. The consumer is seeking a refund.
  
  On reviewing the account we see that the service is set up for high speed HyperLink internet access with value added services of Easy Tech and Norton. The value added services have a 30 days trial period. After the trial period ends, the charges are automatically invoiced on the bill cycle date. Cancellations must be made before the next billing date to prevent charges. The charges are subscription based. EarthLink does not track usage and there is no way of knowing that the service was not used. The value added services were active and therefore billed. As per the policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. The service of Easy Tech and ****** have been inactivated as of 01/19/2025. As customer appreciation we are providing a credit of $10 for six months. The credit will be adjusted with the invoices that will be generated from 05/02/2025 to 10/02/2025. The current status of the account is active. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 203899422.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************