Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Thursday, January 23, 2025. I signed up for Earthlink internet service. I was told there was a $79.95 "shipping and handling fee" to ship the modem to my house. Monday, January 27: I received the modem. When I signed up for the service, I was informed that my area would receive speeds of up to 300 MB per second. I provided an itemized list of devices that would be used, including two cell phones, two iPads, one laptop used three days a week for remote work, and a 4K television for streaming movies and shows. I was assured that the unlimited plan (up to 300 GB of data) with speeds up to 300 MB per second would be sufficient, and that once the data limit was reached, the speed would be reduced but still usable. I agreed to the $79.95 processing and handling fee for the modem and a monthly service fee of approximately $95. I hooked up the modem at around 6 PM and activated it without any issues. I immediately discovered that I was unable to watch a television program while on FaceTime simultaneously. A speed test revealed download speeds ranging from 2 to 8 MB per second and upload speeds of 0.03 MB per second.Tuesday, January 28: I contacted EarthLink for troubleshooting and went through several iterations without achieving speeds higher than 8 MB per second. Representatives informed me that the maximum speed I could expect in my area was 25 MB per second, which could drop to as low as 1 MB per second. This was significantly lower than the promised 300 MB per second.Given these issues, I requested the cancellation of my service and a refund of all payments made. EarthLink agreed to cancel the service and refund the monthly fee of approximately $95 but refused to refund the $79.95 processing and handling fee, citing that the service of shipping the modem had been performed. Despite requesting a callback from a supervisor three times, I never received one. I returned the modem using the provided return label on Wednesday, January 29.

  

  Business response

  01/30/2025

  Date: - 1-30-2025
  **** ****** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, the consumer states they had signed up for EarthLink internet service with a speed of 300 Mb and 300 ******* cap.  The consumer states that they had paid $79.95 for shipping and handling of the modem and around $95 for the monthly internet service.  The consumer states that they got the service canceled as the speed provided was very slow.  The speed was between 2 to 8 Mb that they were getting.  The consumer has therefore requested a refund for $79.95 that they had paid to EarthLink.  The consumer is seeking a resolution from EarthLink in this regard. 
  
  We sincerely apologize for the inconvenience caused to the consumer. On reviewing the account, we see that the service was set up for Wireless Home Internet service. The Wireless Home Internet service works wirelessly and is connected to one of the cell towers at the consumers location. It requires a clear view to have a better internet connection as it works like cell phone technology.  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 speed.
  
  In regard to consumers refund request for $79.95 which the consumer paid at the time of signup.  We would like to inform the consumer that 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. 
  
  However, as an exception and looking at the situation of the internet connection, we have decided to provide a full refund for $176.06. This amount also includes the processing and handling fee of $79.95 for which the consumer had placed a refund request. Please allow up to 3 business days for this refund transaction to complete.  The confirmation for this response is 595023139798. 
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *******, ** | 30328 
  ************************************
  EarthLink Online Service Agreement:
  ***************************************

  Customer response

  01/30/2025

   
  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

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 14th 2025 I paid for someone to come install fiber optic internet service for 1000 GBs. On January 17th They sent me a cellular modem with only 100GBs. I never activated my service and immediately cancelled my account with them and requested a refund on January 17th. I was told that I couldnt get a refund after they already sent my equipment. Which I was never told before I paid nor did I sign anything waiving my right for a refund. They committed fraud by lying about what service they were providing vs what they tried to give me

  

  Business response

  01/30/2025

  01/30/2025
  ****** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she paid for fiber optic service for 1000 GBS. On 01/17/25 the consumer was sent a cellular modem with 100 GBS. It is stated that she never activated the service and cancelled the account. The consumer states that she was denied refund because the equipment was already sent. In the desired settlement the consumer is seeking a refund of $79.
  
  We are sorry for any miscommunication that may have happened at the point of sale and any inconvenience caused. On reviewing the account we see that the service was signed up for Wireless Home Internet. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. We are sorry to know that the consumer decided to cancel the account as it did not align with the expectations for fiber optic service. As requested the account is inactive as of 01/17/2025. Based on the situation the consumer has been refunded $79.95. Please allow up to 3 days for the refund to reflect in the credit card statement. The consumer has been sent a return label to the email address on file to get back the device. The device must be returned using the return label within 30 days of inactivation to avoid unreturned hardware fee of up to $400. The confirmation number for this response is 595023136291.
  
  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  
  syedn@support.earthlink.net
  
  Online Internet Service Agreement:
  *************************************

  Customer response

  02/01/2025

   
  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. Although I tried twice to resolve this and was told both times I wouldnt get a refund even though I was lied to about what service I was receiving.  I feel EarthLink practices deception and fraud by intentionally lying about what service a customer will receive and then switching once the customer has paid the initial fee.  Also not being up front about the initial fee being non-refundable.  If this company is lying to customers to get them to pay the fee they cant then tell them they cant get a refund when the customer isnt getting what they signed up for.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was asked by my (aunt ****** ****) if I could call Earth Link and pay to have her service turned on. She already had an account and received her router but needed help with 1st payment. So I called and spoke to a woman on December 8th or 9th of 2024. I told her who I was and what I was doin. I told her the account of ****** and ****** ****. I then specifically told the woman that I was only making this one time payment and did not want my card information saved. Cause I'm not the account holder. So she processed the payment and $95.69 was deducted from my checking account. Then when Jan 9th 2025 came around. Earth Link deducted $95.69 out of my checking account again. I called customer service and spoke to a gentleman and told him who I was and why I was calling. He proceeded to tell me that my card had been saved as a default payment is why is was deducted. I told he that I never gave permission and specifically told them not to save my information and that I wanted it to be removed and to refund my money. He said that he took it off but that theu couldn't refund me because it was saved and until they received ther equipment back cause my aunt had closed the account. I told him that that was not a problem that I should have been charged for considering I told them not to save my information and that it was a one time payment and I don't have their equipment. So I spoke to my aunt and she said she sent it back through **** and she has the receipt. We'll the address she used doesn't even have a business there anymore and there wasn't a forwarding address. So the postal service tracked package and said that it's supposed to return to sender but I've not heard anything from anyone and I am still out of the $95.69. I just want my money refunded. I should not be held responsible for something I never had. And they should have never saved my information when they were specifically told not to.

  

  Business response

  01/30/2025

  01/30/2025
  ****** ******* BBB # ********
  EarthLink Acct #: ********
  Acct status: Inactive
  
  The complainant states that her aunt ****** **** asked her if she could call EarthLink and have the service turned on. She already had the router but needed help with the payment. It is stated that she called on 12/08/2024 and informed the representative that she is making only one time payment and did not want the card information saved. It is mentioned that the payment of $95.69 was processed but the card was charged again on 01/09/2025. It is stated that she was told to return the equipment before the refund was done. It is further stated that she spoke to her aunt and she said that the router was sent back through ****. The postal service has tracked the package and it is supposed to be returned to the sender since the addressee has moved and there was no forwarding address. The complainant is seeking a refund of $95.69 that was paid for something she never had.
  
  On reviewing the account we see that the service was signed up for Wireless Home Internet. We are sorry for any confusion or misunderstanding that may have happened. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. The billing process is automated and the account gets charged on the bill cycle date. As per the records the account is inactive as of 01/05/2025. This matter was escalated to the Executive team. In an effort to resolve the issue,a refund in the amount of $179.64 has been processed. This includes the processing and handling fee of $83.95 and the charge of $95.69 applied on 01/05/2025. The refund will reflect in the credit card statement in up to three days. The consumer was sent a return label to the email address registered on file ************************ Since the device has been returned to the addressee, the consumer needs to send the device back using the return label within 30 days of inactivation to avoid unreturned hardware fee of $400. The address to send back the device directly is as follows: EarthLink Consumer Returns C/o KGP Logistics, ********************************. If the device has been sent directly then the consumer must call ************** and provide the tracking number to mark the process as complete. The confirmation number for this response is 594597180604.
  
  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  
  syedn@support.earthlink.net
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with Earthlink regarding the internet and phone services for my business. I am seeking clarification about an issue that occurred when my internet and phone went offline on December 13, 2024. During that time, I was away from the office, and upon my return, I discovered that both services were not working.I contacted IT for assistance, but since I was not in the office suite, I struggled to get help. As of January 23, 2025, the phone and internet remain nonfunctional. I have spent approximately three hours trying to troubleshoot the issue over the phone, but unfortunately, I was not successful.When I requested a credit for the 41 days without service, I was informed that my request was denied. I then asked for an IT technician to be dispatched, as I lack the necessary experience to resolve the issue myself. However, I was told that I would be charged $175 if there was nothing wrong with the equipment.I feel that I am being unfairly charged for services that are not working, and I am disappointed with how this situation has been handled. Thankfully, my contract will soon be over.

  

  Business response

  01/24/2025

  01/24/2025
  ******* **********-BBB 22849321
  EarthLink Acct # None
  
  In the complaint it is stated that internet and phone went off on 12/13/2024. It is stated that she was away from office and upon return she discovered that both services were not working and she contacted IT for assistance. It is mentioned that as of 01/23/2025 the phone and internet remain non-functional. The consumer states that she tried to troubleshoot the issue but unfortunately she was not successful. It is further stated that she requested for credit but it was denied. The consumer asked for IT technician to be dispatched but she was told that there would be a charge of $175 if there was nothing wrong with the equipment. It is stated that she has been unfairly charged and disappointed with the situation.
  
  We apologize for any inconvenience caused. We want to help resolve any issues the consumer is currently experiencing. In order to locate the account we would need additional information. Please provide us any of the information listed below.
  
  a.The EarthLink email address listed on the account
  b. EarthLink account number or invoice number
  c. The phone number that is being contacted for the account
  
  Without this information, it is impossible to determine which account in our database is the correct one. We will be happy to address the issue once we are able to locate the specific account. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced. The confirmation number for this response is 594444379861.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  syedn@support.earthlink.net
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. I was hacked on my email (one of three emails associated with my main account) 2. I tuned on multi factor security on two of them. ******************* I am unable to turn on the multi factor on ali1340 - it is disabled. I cant do it on my iPhone either. 2. It also appears you may be updating without notification to your clients. 3. when I open a download it is opening a new page but it leaving my earthlink email account and I cant get back without re-signing in.4. These should be downloading onto my computer - not opening a new page.5. when I chatted for help - he asked for verification from my phone and my email (which I did) and then he asked for a different email not associated with my account!6. Then he asked me to pay for technical support for 10 a month - your website should work as paid for! I should not have to pay for technical support to fix a problem on your end.7. I have been with earthlink for over 20 years. Is this how you are going to treat customers now?

  

  Business response

  01/21/2025

  Date: - 1-21-2025
  ***** ******** BBB # ********
  EarthLink Account # ********
  Acct status: Active
  
  In the complaint, the consumer states that she has been a long-time customer of **********************. The consumer states that she was hacked on one of three emails associated with her main account. The consumer states that she is unable to turn on multi factor security on ali1340. The consumer states it is disabled and cant do it on her iPhone either. The consumer states that while downloading, it opens a new page,leaving her EarthLink email account page. The consumer states that in order to get back to EarthLink email page she has to re-sign in. The consumer states that while getting technical help she was offered a technical help plan for $10 a month.  The consumer has therefore mentioned her dissatisfaction as she claims that the tech issue is from EarthLinks end.  The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the inconvenience caused to the consumer, EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services.
  
  In regard to consumers email issue,we accordingly escalated this issue to our Tier 3 tech support team. They had contacted the consumer and worked with her. We have received a confirmation from them that the consumers issue has been resolved. We are glad to know that the consumer is back on track but incase if the consumer still faces this technical issue again, they could then reach us at *************. The hours of operation are Monday to Friday between 10 am to 8 pm Est. As a courtesy for the inconvenience, we have placed a half month credit on the consumers EarthLink account. The consumers next bill which would generate on February 12, 2025, for $10.45. The regular billing would resume from March 12, 2025, for $20.89 a month.  We appreciate the consumers business, and we will continue to serve the consumer. The confirmation number for this response is 203694486.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer response

  01/21/2025

   
  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. I received wonderful support today, problems are resolved.
  
  Thank you,
  
  ***** ********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Plan was $70 per month for 80mb/s speeds (which is horrifically slow, but she was told by EarthLink that they were her only option, which turned out not to be true), speed tests showed less than 10mb/s. Called tech, they couldnt help and offered her a more expensive plan that alleged faster speeds (still far far below industry standards). She did some research and now has a much faster, much cheaper plan through spectrum that meets industry standards. She tried to cancel her EarthLink account, and they said they would charge a $175 early termination fee that my girlfriend (plan owner) could not afford. She had attempted to cancel internet in October, and had severe mental health difficulties that led to 3 months going by while still unable to afford the cancelation fee but still autopaying monthly costs that she also struggled to afford, despite no services being rendered by Earthlink to her apartment. The company refused to reimburse the previous three months fees and still insisted on the allegedly contractual $175 cancellation fee despite never providing more than 10% of their advertised and paid-for download speeds in the three months prior (6 months paid total) she paid for service. EarthLink engages in a blatantly predatory business practice that locks members in with internet service that is so much worse than advertised that its effectively useless, and does nothing to hold up their end of the contract except to collect your cancellation fees once you find the financial means to rid yourself of their parasitic service.

  

  Business response

  01/17/2025

  01/17/2025
  ***** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that the plan was $70 per month for 80 MBPS speed which was very slow but was told that it is the only option which was not true. The consumer states that they called tech support and they could not help. It is stated that she was offered a more expensive plan with faster speed. After researching, the consumer was able to find a cheaper plan through Spectrum. It is mentioned that the consumer tried to cancel the internet service with EarthLink and was told that there is a charge of $175 Early Termination Fee. It is further stated that she attempted to cancel in October and had health difficulties that led to 3 months going and unable to afford the cancellation fee despite no service rendered to her apartment. It is stated that reimbursement of the previous three months was refused but she was insisted to pay the $175 cancellation fee. The consumer states the internet is worse than advertised and is seeking a refund of $600.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. We would like to inform 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. As per the records,the consumer had contacted in October to cancel because of speed issues. The consumer was offered higher speed and a discounted price which was accepted. The charges were discounted by $15 each month. The account was active and the billing continued. The charge of $66.33 invoiced on 01/11/2025 was rejected and the account was inactivated in the system due to non payment. The service is under a term commitment of one year. As per the policy, if the account is inactive within the first year of service, the consumer is liable to pay an Early Termination Fee of up to $200. In an effort to resolve this issue we are making an exception to the standard policy and waiving the Early Termination Fee of $175.00. EarthLink respectfully denies any other refund as stated by the consumer. The current status of the account is inactive as of 01/16/2025. The confirmation number for this response is 203687261.
  
  There are two types of modems that AT&T would like to be returned. BGW210 and BGW320. The only locations that will accept these modems are ************ Print and Ship and The *** Store. You can drop it at the nearest store to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T.
  
  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
  **********************************************************************************; 
  syedn@support.earthlink.net
  
  Online Internet Service Agreement:
  *************************************

  Customer response

  01/17/2025

   
  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.
  

  Do I understand correctly that the resolution will result in the amounts they have agreed to simply being refunded to the credit card I paid them with? 
  

  If so, I am satisfied with closing the case. If not, or if they need further communication with me to ensure the payment return, please keep it open so I can ensure their correct delivery. 
  

  Thank you for your advocacy and for helping make a mostly satisfying outcome out of the completely unsatisfactory one I was otherwise stuck with. Im very grateful to BBBs services. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not able use my internet services. I contacted the company regarding the problem. And the agent i spoke to said he was sending a new modem over night stating mine isnt working properly. He then hung up on me and that's when I called again this morning to see if the order was placed last night ans the new agent said yes and to expect the new device today or by end of today. I've been home all day and I received nothing. I then called again and spoke to a different agent ans they informed me that there was no order put in regarding this. I haven't had internet going on three days so far and im not paying anything until I get the working device. I pay ***** a month fo4 service to work. I join earthlink a year ago and had nothing but issues every single month

  

  Business response

  01/15/2025

  Date: - 01-15-2025
  ******* ***** BBB# ********
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint, the consumer states that he had contacted EarthLink in regard to internet issue.  The consumer states that the ***resentative informed him the issue is with the modem, so offered to send a new one overnight.The consumer states that he has not received the modem and has been without internet for almost 3 days.  The consumer states that he would pay the monthly internet bill once he receives the modem.   The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the inconvenience caused to the consumer, as he did not receive the modem as per his expected time.  Upon receiving this complaint, we immediately escalated it to the concerned team. We received a ***ly from them stating that the modem has been dispatched, and the consumer should receive it by end of day today.We have also arranged a tech dispatch for tomorrow January 16, 2025, between 8 am to 12 pm.  The reason for tech dispatch is to check the onsite connection. We would like to inform the consumer the tech would basically check the *** box outside his house. He would confirm if the connection is good from EarthLink server till the consumers *** box. If the tech finds an issue at the *** box, then he would resolve the issue from outside the house.  He would not basically meet the consumer and leave the premises once the *** box issue is resolved. On the other end if there is no issue with the *** box then the *** would contact the consumer and accordingly help him getting connected to one of the devices with the modem. 
  
  On reviewing the consumers account,we would like to inform the consumer to pay his bill on time as this would create a hindrance in getting him connected to the internet. The account currently is in closing status as the bill has not been paid.   If the account is inactivated due to nonpayment, then the modem or the *** would not be able to connect the consumer to the internet. As per our records in the past,the consumers account has been inactivated 5 times during the year in different months.  We would therefore request the consumer to make the payment on time.  We would like to inform the consumer that we will provide a credit for the internet downtime if the issue is from EarthLinks end. As per EarthLink policy EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. The Service connection may vary depending on location, line quality,inside wiring, Internet traffic, and other factors beyond the control of EarthLink .  However, once the consumer is connected to the internet, we would provider some credit to the consumer.  The confirmation number for this response is 203680660.
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *******, ** | 30328 
  ************************************
  EarthLink Online Service Agreement:
  ***************************************

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I found EarthLink online I called to set up service for my new apartment. They initially did not want to honor the installation promo that they had advertised, but finally did. Once the service was set up, the service was spotty, and extremely poor. You couldnt be more than a few feet from the modem or lose service. When I spoke to a tech from customer support he said that was normal. That anything more than 5+ feet from the modem would cause a connection issue and for me to lose service. Unacceptable. I wasnt able to stream, make calls, even emails wouldnt load. They decided I had a bad modem and would send a tech out to replace. It took over an hour to get that scheduled for Sat Jan 11, 2025. Then someone shows up on Tuesday the 7 AND Wednesday the 8 while I was at work. Spent so much time on the phone with customer support to clarify if they scheduled it wrong, to be told that it was still set for the 11. 11th comes and I call to confirm appt. Am told yes, theyll be there but nobody shows. I call and am told they did come and I didnt answer. Lies. I have camera footage showing nobody came. They said theyd called me. Again, lies. No missed calls. I spoke to so many agents today to get answers and got nothing. I do not appreciate the run-around and poor management. I asked for email confirmation of appointment, they said no. I asked for email confirmation of the compensation promised, again I was told no. This is unacceptable. Calling customer service gets you nowhere- the worst customer support I have encountered in a long time.

  

  Business response

  01/15/2025

  01/15/2025
  ***** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that he found EarthLink online and called to set up the service. It is stated that when the service was set up it was extremely poor. Anything more than 5 feet would cause a connection issue. The consumer states that he was not able to stream, make calls, email or load. It is mentioned that it was decided that the modem was bad and would send tech to replace it. It is further stated that it was scheduled for 01/11/2025 and someone showed up on 7th and 8th while he was at work. On 11th he called to confirm the appointment but nobody showed up. The consumer was told that the tech visited but he did not answer. The consumer states that this is not true as he has camera footage to show nobody came. The consumer is seeking billing adjustment.
  
  We are sorry for the difficulties the consumer may have experienced with the connection. EarthLink makes all reasonable efforts to provide high quality service with award winning support but the complex nature of the internet service depends on various factors some of which are beyond EarthLinks control. Because it was a technical issue it was escalated to our technical support team. As scheduled the technician visited the location. The consumer had service but there were signal issues. The lines were tested and signals were restored. A line test was done and it has been verified that the service is in sync. As customer appreciation a credit of $20 has been applied. The credit will be adjusted in the invoice that would be generated on 02/03/2025. We would like to apologize for any delay and appreciate the patience shown. The confirmation number for this response is 203676417.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  syedn@support.earthlink.net
  
  Online Internet Service Agreement:
  *************************************
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered wireless home internet service for ************************************************************************* *****, on December ****** from EarthLink Wireless. I ordered the modem device for $79.99, I am requesting a refund because Earthlink Wireless, ***********, ** was unable to get the service to operate. I received the modem on December 11, 2024 and returned it to Earthlink on December 12 after 24 hours of several tries to get my internet service up and running. I was refunded the initial first months service but not refunded for the modem. In which I returned. I have requested to speak with a supervisor concerning this matter by phone, but no supervisor was available to speak with me and I never received a return call, although I left my name and phone number 3 times and sent several emails requesting a refund. Please refund me the amount of $79.99 that was charged to me for the modem I returned.Please respond to me at ********************* or ************.Thank you for your attention to this matter.**** ***** Sent from my iPhone ****

  

  Business response

  01/13/2025

  Date: - 01-13-2025
  **** ***** BBB# ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that she signed up with EarthLink for wireless internet service on December ******.  The consumer states that she received the modem on December 11, 2024, and had to return the modem the very next day,as the internet did not work.  The consumer states that she was refunded the monthly fee back. However, she was declined the refund of $79.95 that she had paid towards the modem.  The consumer has mentioned her difficulties reaching a supervisor.  The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the inconvenience caused to the consumer. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services. 
  
  On reviewing the account, we see that the service was set up for Wireless Home Internet service. The Wireless Home Internet service works wirelessly and is connected to one of the cell towers at the consumers location. It requires a clear view to have a better internet connection as it works like cell phone technology.  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 would also like to inform the consumer that as per EarthLink Wireless Home Internet policy, the processing & handling fee of $79.95 is not 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.
  
  However, as an exception and looking at the situation of the internet connection, we have decided to provide a refund for $79.95. Please allow up to 3 business days for this refund transaction to complete.  The confirmation for this response is 593862353094. 
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *******, ** | 30328 
  ************************************
  EarthLink Online Service Agreement:
  ***************************************

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $55.94 and Eathlink is saying I used 100gbs worth of H3733353532**303434H and now I&#**;m out for the month when the payment I made was on 1/6/2025. I don&#**;t use the H3733353532**303434H for anything other than tv so I don&#**;t understand how I am out of gbs already.

  

  Business response

  01/09/2025

  Date: - 01-09-2025
  ******* ***** BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the complaint, the consumer states that she paid $55.94 for a 100 Gb internet plan to EarthLink. The consumer states that she is out of data despite of paying the bill on January 6, 2025.   The consumer states she would like to know how the data has been used up so quickly. The consumer is looking for a response from EarthLink in this regard.   
  
  We apologize for the inconvenience caused to the consumer.  We would like to inform the consumer that measuring data usage is a complex calculation.   Data usage is only measured in terms of what kind of website or internet application the consumers are accessing. Maximum data is consumed when the internet is used for gaming, watching online movies,reels and videos.  Other reason for high data usage could be found when there is more than one device connected to the internet.    We would like to educate the consumer that the Wireless Home internet service is not preferred by consumers who have high usage.  We would also advise the consumer to please secure their internet connection.  Please note that in order to save data, the consumer while not using the internet should not leave the router ON while sleeping or away from home.
  
  On reviewing the consumers account,we found that the consumers billing cycle is the 6th of each month. As per our records the consumers data usage as of June 6, 2025, is ***** GB data used out of 100 GB data.  The consumer still has around 88 GB left as of 6th January 2025.  We would advise the consumer to once refresh the internet and check their usage once again.  Incase if the consumer is still getting a message of full data used up, then they could contact our technical team at ************* between 9 am to 7 Pm. Eastern, 7 days a week.  The confirmation number for this response is 593577683253.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

*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. ↩