Contact EarthLink Customer Service

I've had EarthLink for a few months and their customer support and service are not good. Customer support, even in the aftermath of a hurricane, is not helpful and will tell you that you have an extension to pay, then turn around and turn off the service without a cancellation notice or anything.

They have terminated my service twice, just a day or two past the due date, after telling me I had an extension. Now my internet has been down for two days. The support line says 24/7, yet I've yet to get anyone on the line. Their app keeps rejecting the verification codes sent.

Yet again, the 24/7 support line says they are closed.

This company is ridiculous! I'm so disappointed!

I gave my argument to the bank. They took back charges and asked for a written bill or contract.

Age is not a disability. Neither is being female.

Do not take advantage of us. Help us.

When I relocated to my current address on April 8, 2024, I learned that my home internet service provider, Verizon, did not provide service in my new area of residence. I was forced to find another provider. I searched extensively, but the only provider I found in my area that serviced residents was EarthLink. I then ordered service from EarthLink. The service began on April 11, 2024, when their router arrived. I was left to set everything up so I would have internet. Thus began a story of disappointment.

EarthLink ensures that customers can contact them via phone; email addresses to EarthLink all turned out to be unresponsive to incoming emails. Calling was a problem. Sometimes, I would be asked to leave a number for a return call, but that did not guarantee that I would get one. Many times, I would call and be left waiting for a significant length of time, only to have the connection drop. I discovered that I could not plug my landline phone in without ending the internet service, so I stopped using it. However, there were technical problems, but more than once, the complete lack of common courtesy left me feeling that I was dealing with the worst service ever.

I also noticed that I received frequent messages that I had consumed half of my data allowance and needed to add to it. I did that frequently, but even when I was towards the end of my monthly service, those messages kept coming at such a frequency that I was wondering if I had signed up for the wrong service plan.

I saw an article about how EarthLink offered a streaming plan called EarthLink TV, so I called Customer Service to ask about it. An agent said she would investigate and call me back -- but of course, to this date, I have not received any such call. I saw how much the service was costing me, so I sent a letter via USPS Certified Mail stating that I was terminating my service with EarthLink due to its unsatisfactory quality. To date, June 12, 2024, I was notified that EarthLink charged me for another month! I have no intention of maintaining such a poor quality service with such rude, inconsiderate staff as I discovered from EarthLink.

I would have emailed my intention to end the service, but EarthLink hides from its customers, so sending the letter was my only option because if I called, I would have ended up arguing with the disagreeable staff.

I am attaching:
1) My letter terminating service dated May 21, 2024
2) The charge that EarthLink made to my account after my termination date
3) Text messages received from EarthLink today (June 12, 2024) about the charge
4) Notice of the start of service on April 12, 2024

I have lived on both sides of the ocean, and EarthLink ranks at the very bottom of the list!

I have experienced badly run outsourced call center services before but I think Earthlink's call center is in a class by itself. I only wanted to get a reprint or even a summary of invoices from 2 years back.

Rather, I've been lied to several times like "It's been escalated to the back-end and she said she will send it" to else like "it's printing it out now!" and me profusely thanking the agent for resolving my issue but to find out later that nothing was actually done or a supervisor telling me that I've only called twice on this issue but later admitting that I've called more.
I've called at least half dozen to dozen times and experienced hang-ups, put on hold for hours, or promises that the invoice will be sent but after waiting days: nothing.
All this, and more that I haven't mentioned, just to get a copy of old bill? It's not incompetence; they are full on deceitful. It seems the incentive is to beguile and just get the customer of the telephone - then write up whatever resolution. I don't even have a technical problem; can just send me the old bills?
One funny thing is that months later I discovered they actually added a larger back dating to their online billing history but never told anyone or bothered to send me any of the bills I requested.

Before a customer could only go back 6 months but if you tried print one more than 3 months; you would get an error. Now, about a year later, you can go back a year. Great job! However since no one told or sent me any invoice - do you see my problem?
I've been a customer for over 25 years.

It used to be a great company, um, 20 year ago but that culture is long, long gone. It's overpriced. I stupidly let them take my money out of misplaced 'loyalty'.

There's hardly a chance I'm ever going to use Earthlink for dial up service again. Paying $30 dollars a month for e-mail is not worth it but thank you Earthlink Customer Service team.