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EarthLink - Horrible company

I had my credit card stolen so my bank cancelled and reissued a card then my son had surgery called to let them know what was going on was told I could pay on the 1st tomorrow had service up until 8/31 at 4 am and they shut me off and told me they had cancelled my service and I should have called them by the 27th I told them I had since they supposedly released my line I have to do a new order and wait 5 to 10 business days to get reconnected . you cant understand anyone and you know they use fake names how do you run a business like this
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ID
#1095095 Review #1095095 is a subjective opinion of poster.
Service
Earthlink Internet Service
Cons
  • Being lied to
  • Especially non-english yokels
Reason of review
lied to
Loss
$300
Preferred solution
internet back on asap so i can pay my bills

EarthLink - Customer Service will NOT respond to customer emails

1.7
Details
I was without internet service for 5 full days. I spent hours on the phone with technicians over that span and they were unable to fix it. They suggested I have my phone lines checked so a service guy from the phone company came over to check. Nothing was wrong. That's when Earthlink said I needed a new modem, which they sent. Lo and behold, at the beginning of the 6th day, they called me asking to turn my computer on to see if I had internet access. I did. Somehow they figured out what the heck the problem was that should have been figured out on day 1 of no internet access. Good grief. After I replied FOUR times to their invoice email to straighten things out with their erroneous invoice, I gave up and called them today. After sending SIX emails to customer service about sending me the promised prepaid return Fed Ex label for an unneeded modem they said I needed, no response to any of those 6 emails. This is beyond horrible customer service. It's no service at all and with a company, the customer is king and is supposed to be important. Ha! It won't surprise me when Earthlink goes out of business.
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1 comment
Anonymous
#1409349

I have also had bad experience with Earthlink after 18 years as a customer. Upsold a new modem I didn't need after my internet service quit intermittently.

Shortly after I got off the phone with Indian customer support, my old modem worked like a charm. Too late -- the new modem was already billed to my credit card.

A new issue is email in-box filling up every 3 days, and I am asked if I want to pay to add storage.

Earthlink is not the good company it was in 1999.

ID
#1093926 Review #1093926 is a subjective opinion of poster.
Location
Atlanta, Georgia
Service
Earthlink Internet Service
Cons
  • How they ignore emails from their customers
  • Customer service
  • Especially non-english yokels
Reason of review
Poor customer service
Loss
$21
Preferred solution
Full refund

EarthLink - Email not working for 2 weeks off and on

8/7/17. I've been having problems with losing my email off my computer, u nable to receive email, unable to send email for two weeks now. I thought it was my computer. Finally I called Earthlink. It is them! They've beenbought out and can't seem to get their act together. They tried to help, couldn't, took my information and said they would have someone call me asap. I asked when asap was and they said TOMORROW! I need to receive my email. I am a business. I need to send it. I'm working on 3 projects due tomorrow and obviously I am not going to make it. I am switching to gmail or ATT. What a freaking nightmare in today's world! The cs said they were bought out by Windstream Holdings which apparently don't know how to do this.
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ID
#1084400 Review #1084400 is a subjective opinion of poster.
Service
Earthlink Email Service
Reason of review
Damaged or defective

Earthlink - deceitful and harassment

I contacted Earthlink for service, it was only after I gave bank info,was I told I couldn't use phone with net use. I immediatley told them I DID NOT want their service (in the same initial conversation) as I was disabled and needed the phone for emergent use. They took money out of my account for over a year,FINALLY, I changed BANKS, then the harassing phone calls started, 27 calls in 7 DAYS. I suffer from PTSD did not help the stress level. I WILL NEVER PROMOTE EARTHLINK FOR ANYTHING UNLESS I WANT TO LOSE A FRIEND1 I also changed my phone #. The customer service non-existant and you get the run around, NEVER use this net provider,never buy stock in this company. DEFINITELY not AMERICAN based, based in INDIA
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ID
#1078481 Review #1078481 is a subjective opinion of poster.
Service
Earthlink Customer Care
Reason of review
Problems with payment

EarthLink - Installatio sucks

I bundled woth dish and was told installation would be scheduled within 4 days as of today still dont have it. They swbt am emaol.installation would be kulh 24th between 9 and 113o. I work and would mot be here. Theu said that installatio is nit abaolanke during the weekends. Funny that ithers companies do? Wth. Dissatisfied. Cancelling
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ID
#1076297 Review #1076297 is a subjective opinion of poster.
Service
Earthlink Customer Care
Reason of review
Order processing issue

EarthLink - Horrible service

EarthLink deactivated my service while they were accepting payments thru my bank I havnt had service for a week and now there telling me I had to wait another 5 to 7 business days - they're forcing their customers to giv them they're credit card info
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ID
#1075962 Review #1075962 is a subjective opinion of poster.
Service
Earthlink Internet Service
Reason of review
Poor customer service

EarthLink - Technical Support Review

1.0
Details
*** internet *** customer support So bad they refunded me my money for the month before ever trying to fix the issue ( called several times, systems are down, systems are being updated,there's no supervisor around or they already went home,. Excuse after excuse after excuse ) They sent out a service technician and told us we did not need to be home. We were not informed until the next day that the service technician could not do his job because we "needed" to be there. When we were on the phone discussing this issue we told them they said we do not have to be home and the customer support person agreed we are right that we do not have to be home so for some reason the technician could not do his job and they didn't know about it and neither did we. The big deal is they made no effort to inform us, so once again hours on the phone with no result. Two days later we are called and said a technician will come out next Friday which is a week and two days away from where we are now; (relative to the story) Mad that we have not had Internet for over a month with no results or change in the effective status we are still getting the runaround and even getting to talk to customer service takes over an hour before we ever even get to start addressing what the real problem is. No internet Seriously can't believe how bad this of an experience this really is, I can't afford to use my hotspot all day everyday and still pay for internet I dont get to use And yes I check in the box can be contacted by the company. Not that I think it would do any good because I've been trying to get in contact with them and when I do they do nothing so please I dare you to contact me
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ID
#1071998 Review #1071998 is a subjective opinion of poster.
Service
Earthlink Technical Support
Reason of review
Poor customer service

EarthLink - No service for months

1.0
Details
I purchase service sometime ago and has never worked i call customer service and don t understand what gentleman was saying ,called again a few days later n got a guy who was much harder to understad would just like a refund because you promised me a service and didn t give me that service
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ID
#1067532 Review #1067532 is a subjective opinion of poster.
Location
Conshohocken, Pennsylvania
Service
Earthlink Customer Care
Reason of review
Poor customer service

Earthlink will not shut service off after at least 3 requests and confirmation.

We had been just earthlink email customers in the past. 2 years ago we stopped using earthlink. But allowed the account to be open as emails were being forwarded at that time. Actually forgot about the account until we started getting charged 8.95 a month for email. So in December we decided to cancel the account. Set a letter and an email regarding cancellation and assumed it would be taken care of. Also in December after receiving another charged emailed and requested it to be closed as we would be closing our checking account at the bank they had on file in February. In February we noticed we still were accumulating charges on an account we had dropped down to a minimal balance to close and had accumulated overdraft charges as Earthlink continued to debit our account. We called in February, they apologized and said they would credit us for two months, thus, and close the account. We received a confirmation number, and thought it was all taken care of. After receiving the credit we closed our account. Now we are receiving harassing phone calls from Earthlink regarding a $16.00 some odd bill they say we owe In April. We have spoken to them continuously - they have the February call recorded but say unless we have a confirmation number it cannot be closed. Like, did I save a written down confirmation number? No. So basically we told them to go pound sand. If Earthlink is really hard up to harass people for $16.00, THAT ISN'T EVEN A LEGITIMATE CHARGE, I think this is a BIG PROBLEM! NEVER USE THIS COMPANY FOR ANYTHING.
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ID
#1037785 Review #1037785 is a subjective opinion of poster.
Product
Earthlink Account
Reason of review
Problems with payment
EARTHLINK LIES about NO OUTAGES TO SELL U-MODEMS
They were down4Hours. I phone INDIA. They say "WE ARE NOT DOWN, your MODEM IS OLD. and FRIED. "I'll buy one at FRYS I say. No you can't they say. You have to buy it from us. 81,00 with shipping. OK I say. Ten minutes later, ELN is back on line. IT WAS EARTHLINK IN AN...
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1 comment
Anonymous
#1349679

Two days ago I woke my desktop from sleep and had no internet. My modem lights would show my ethernet "off".

Then my modem was cycling through powering down and re-starting itself. For most of the next 24 hours I had just brief moments connected so that a few e-mails would load, then it would go down again. Several years ago, there were times when Earthlink DSL would be down for a couple of days and come back on its own. This time because of the modem symptoms I suspected my 8-yr-old modem was bad.

Customer support listened to me explain the situation and concurred that my modem was bad. Replacement would be $79.95 plus $19.95 shipping. (8 yrs ago there was no charge for a replacement modem.) Back in 2009 a rep spent lots of time on the phone trouble-shooting to verify that I needed a new modem. This time, no trouble-shooting at all, just saying it sounded like the modem had failed - buy a new one.

A couple hours after ordering the new modem, my modem worked just fine again, and no problems for the last 24 hours or so.

I wonder if they have a way of programming it to look like your modem is failing just to sell you a new one? If that could be proven, the situation is ripe for a class-action suit.

ID
#979077 Review #979077 is a subjective opinion of poster.
Service
Earthlink Internet Service
Cons
  • Websites they give have impossible domain name
  • High cost
  • Hustling modems
Reason of review
Order processing issue
Loss
$81
Preferred solution
Let the company propose a solution

EarthLink - HORRIBLE customer service.

1.8
Details
I have made repeated requests for help with them and no one ever responds. Apparently no one there speaks English. I can say for certain this is THE WORST company I have EVER dealt with. They make changes to their service that make things worse without ever notifying you of these change. {{Redacted}}
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ID
#969030 Review #969030 is a subjective opinion of poster.
Service
Earthlink Customer Care
Pros
  • Connectivity
Cons
  • Customer service
  • User interface
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

EarthLink - Technical Support Review from Lincoln Village, Ohio

2.5
Details
We have a T1/PRI for our company phone lines. It went down on a Monday and is still down Tuesday evening. I asked them to forward the main number to another phone number. This should be an easy request but they couldn't do it in 12 hours. They called me on Tuesday evening to say that a tech will be calling me Wednesday morning to forward the number. It takes 2 days to forward a number???? I only asked them to do this because they said an engineer will be out to fix my T1/PRI. Everytime i called in for an update, they kept giving me the same answer..."the engineer is scheduled to come out today". No time was given. "Today" came and went without an engineer showing up. Now they say an engineer will come out tomorrow to fix my T1/PRI. Each call into their support department went to India. They were most unhelpful. All they can do is read the screen for an update. Worthless! Stay away from Earthlink.
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ID
#943367 Review #943367 is a subjective opinion of poster.
Location
Lincoln Village, Ohio
Service
Earthlink Technical Support
Cons
  • Tech support
Reason of review
Poor customer service
I posted on facebook that I thought I was scammed. I was signed up for anti-virus without my permission. I had been signed up for a free 30 days trial of the anti-virus program and then after 30 days I started being charged. I didnt know that would happen. EarthLink...
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ID
#935881 Review #935881 is a subjective opinion of poster.
Location
Vancouver, Washington
Service
Earthlink Customer Care
Reason of review
Good customer service
2.2
Details
I have had as many as one per week of phishing emails from a bogus website signed as from Earthlink Support. I have reported no less than 30 of these to Earthlink Support and each time I ma told they are working on it and someone will contact me. To date I have had no...
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ID
#899628 Review #899628 is a subjective opinion of poster.
Location
Harker Heights, Texas
Service
Earthlink Customer Care
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

EarthLink - Trying to resolve a Bill

Called and sent emails trying to resolve a bill they keep sending to an old mailing address. This is has been going on for months and come to find out they have been billing us for a number which is with another carrier since 2011. Called again today, a new ticket was opened because they closed the old one and it will take 5 to 8 business days for them to call back. Who runs a business like this? I know, Joe Eazor that's who. Everything they do 10 times plus longer tham other carrier. This is why when contacts are up business or customers leave. What a waste of my time and my companies.
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ID
#889744 Review #889744 is a subjective opinion of poster.
Location
Albany, New York
Reason of review
all of the above