Earthlink Customer Service

User Reviews, Ratings and Comments

Earthlink customer service is ranked #367 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 36.70 out of a possible 200 based upon 120 ratings. This score rates Earthlink customer service and customer support as Disappointing.

NEGATIVE Comments

111 Negative Comments out of 120 Total Comments is 92.50%.

POSITIVE Comments

9 Positive Comments out of 120 Total Comments is 7.50%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Earthlink

    Customer Service Scoreboard

    • 36.70 Overall Rating
      (out of 200 possible)
    • 111 negative comments (92.50%)
    • 9 positive comments (7.50%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.8 Issue Resolution
    • 3.0 Reachability
    • 2.3 Cancellation
    • 3.8 Friendliness
    • 2.7 Product Knowledge

Add your review!

Posted by Wah


This service is the worst. Moved to new home and needed internet after hearing that could service my address, I was hopeful. I paid about $80 bucks for them to process my order and an additional $95 for the first month. Ordered the service on 1/12/24 now on 1/19/24 and want to cancel. It has not worked since I got it. Money wasted, they conveniently don't offer refunds for the first month of service.

Posted by Rusty


My email account was compromised four days ago, and I have been unsuccessful in reaching anyone that can actually help me. Calling tech support connects me to some foreign service center where no one has the authority to resolve this issue. Apparently, everyone in higher authority is on vacation on Tuesday January 16th. My business is dependent on email, and there is no way that I can respond to potential clients or inquiries. I have done business with EarthLink for approximately twenty years and am now left in limbo due to their lack of customer service.

Posted by wsjordan66


I was lied to in order for me to purchase service, data was not sufficient as I was told it would be! I want a full refund of the 176.00 the last 24 hours have cost me immediately. Sorry excuse for a business and their sales representatives that have to lie to sale this crap!!

Posted by Marcy Bolotin


I have spent the entire day trying to solve a problem caused by an upgrade in your system. No one answers the phone, they say they will call you back and they don't. Chat cannot handle the questions or they do not answer nor does anyone when you text. 20 year plus customer with two accounts. I will try again tomorrow or you will be hearing from me again. I have had nothing but trouble the last few months. Just about about had it and be reading a lot of other "reviews" I am not the only one fed up.

Posted by Elisha


This company is a scam! I paid to start service, equipment came in but could not be activated without me paying another amount, even though I was told previously I would not have another activation fee. I canceled the service, but they are now refusing to refund me the original amount I paid.

Posted by Anonymous


EarthLink sucks ass! Yall turned my service off and yall admitted it was yall fault its been 4 days to damn long without service! I wouldn't recommend yall to nobody!!

Posted by Lauren H


I have been using EarthLink Wireless Home Internet (WHI) for a little over a week, and I am thoroughly disgusted by the way they handle customer service for WHI. Their support is only available from 9 a.m. to 9 p.m. ET. They already know from the name of the service that their customers use this service in their homes. Those of us who are on the West Coast are just returning home around 6 p.m. If we have a problem with our WHI, we won't even discover it until after 6:00 p.m. PT, which coincidentally is when their customer support ends. That leads to immense frustration and an inability to problem solve until the next day. They are not providing adequate support for us.

Moreover, they offer a live chat for other customers 24/7, but not for WHI customers. Their agents are polite about it, but they will not offer any assistance, not even with navigating the website. Are we such a small percentage of their business that they can afford to lose our patronage and good will and not suffer repercussions? I expect better treatment from companies I do business with.

Let me share an analogy. I lived in China for 3 years. People back home in the States would ask me how I felt about living in a country where I knew I was being monitored and watched by the government. I pointed out that our government was probably doing the same thing, but wasn't forthright about it. At least the Chinese government was honest and open about how they treated their citizens and foreign residents. EarthLink treats their WHI customers with obvious disdain; if they didn't, we would also have access to 24/7 support. However, they present a façade of caring about their WHI customers and offering customer support. I'd rather return to Comcast/Xfinity where I already know I will be treated like dog excrement than to be with a company that pretends to value me, only to treat me like dog excrement.

EarthLink could make an immediate change by simply staffing their existing customer support an additional 3 hours/day. Research shows that unhappy customers are more likely to talk about their experiences with a given company than happy and satisfied customers are. Unless I see evidence that EarthLink provides equitable service to Wireless Home Internet customers, I will never recommend them to anyone, and will likely share my complaints with anyone who asks. How many more unhappy customers do they have? How many more can they afford to have?

It would also be a wise move if they offered a customer service email address so that I could address this problem to them directly instead of having to travel around the Internet posting reviews in the hope that someone from EarthLink will see them. Then this complaint wouldn't have had to be made publicly.

Posted by Milos


I choose this service because I believed they are for awhile on market and let's give them a try. At first moment it looks good but later I found out that I am in contract what I didn't know before and reaching somebody wasn't that hard but understanding representative was impossible.Big disappointment from start and my experience say to me that it will be bad service.

Posted by Anonymous


We have been a customer for many years. We had relatively good service until lately. The billing department made an error on our bill and we received notification our account will be suspended. Bills were always paid in time.Please don't use the texting service as it is literally a waste of time.Get with it earthlink!

Posted by Jimdjel


The wore internet company you can go...
The wore internet company you can go with. They disconnect me and charge a $300 determination contract. I did not cancel my account they did and charge me $300
This is how they are ripping off people by disconnect them They are a big rip off.
They gave me a plan of 100 mps for $80 a month. A crappy plan for the money. I just sign up for Xfinity for 10G and 400 download speeds for $55 a month.
Buyers Beware
Buyers beware
Buyers beware
Buyers beware
Buyers beware
Don't do business with this company unless you want to be taken

Posted by Anonymous


This company has not provided good service from the day I bought the service. Two years ago. There's always connection issues and when you finally get a connection you loose it. I want a refund of my money.

Posted by Michael crutcher


This company is the worse I ever came across in my life , just a rip off , and you will never get 30 days of service

Posted by Anonymous


EarthLink is by far one of the worst internet service. I called about five times in one day about my service. I asked if they could possibly send me a new router since it was causing me problems. I was told no. Each time I called a rep advised me they were still working on my issue (yea right). The area I live in is outside city limits so there's not many providers yet, but they're building up in my area so hopefully within a year a reputable company will be able to provide services

Posted by Anonymous


Terrible company to get service from, I asked for my refund from a supervisor who claimed I would have my refund in 3 days. 4 days passed never received my refund because I found out it was NEVER processed from the supervisor. You pay a start up fee of 79.99 and then they charge within the same week for a month worth of service, don't give you a month to pay for that service. disconnect you and tell you, you have to pay an additional 79.99 to start a new service. While you still have the equipment from the service you just had. Customer service reps don't like to transfer you, they just keep you on hold.

Posted by Ubeene


EarthLink will not come out to fix your internet but the want your money monthly.

Posted by DZ


?EarthLink scam alert.
I tried to cancel my decades old junk mail infested EarthLink account and they took my personal information to push a gift card membership program on me. Weirdest cancelation ever. Not even sure if they canceled my account! They were rude and deceptive. The cancelation process was so awkward. They kept taking my personal information and moving me to other depts... just to cancel my account. At some point it wasn't even EarthLink - they were pretending it was a cancelation but the person was from a 3rd party "rewards" company.
Seriously, very unethical and invasive.
Super shady company.

Posted by Whatdid5evendoeverythingisworsei


Had install July 2022 for my remote job. Been paying full price, making several calls, chats emails, missing work and even moved and now paying for multiple internet accounts due to intermittent outages and wildy fluctuations in speeds that drop to 0 and .18mbps which prevent me from doing my job. I've complained and tried to escalate in everyday I knew to end up getting banned from their Facebook page when trying to escalate with commenting on all the issues and just being referred to call again and again. I was threatened to have my home marked as unservicable when all my neighbors have working internet in a tiny trailer park where everyone is elbow to elbow. Utility Commission in my state has the complaint now and I really can't wait to sue at this point for all the $ wasted and stress. This has impact my job performance and pay. I've been transferred around, given so much wrong information. I was patient the 1st month but now it's panic attack after panic attack because I need my job. I got another account 20 min from my home installed at a friend's house last Friday and it isn't working either. Supposed to get 15 and it goes from nothing to 14 bit usually stay 3-5. Missed most the work day last 3 days, calls and messages and still no one is fixing it

Posted by Vivian


On August 8th 2022, while paying my DSL internet bill online, Earthlink took not 1 but 2 totals of $48.95 off my Visa debit card. My monthly bill was only $48.95 at the time. Not only did they do this, but also turned the blame on Visa. It took multiple complaints to the BBB and Trustpilot before Earthlink decided to "make amends" by offering a $10 credit on my bill for 4 months. After the 4 month credit ended in January I noticed a huge change in my internet speed. I went from having speeds between 100kbps and 150kbps to barely 40kbps. I can't watch a Youtube video and download a file at the same time. Either the video buffers or the download stops. I'm constantly getting a "connection interrupted" message throughout the day just checking my email. It's nothing but frustration, especially for those of us who are on our computers daily for important things. I refused to upgrade from the Zxyel modem I was given when I first became a customer, to the "new" router Earthlink keeps talking about, because I didn't want to have another fee tacked onto my monthly bill just to lease a router that I'd have to ship back when I decide to switch internet companies.
The cherry on the cake here lately is that on my billing notice for April there was a notice at the bottom stating, "starting next billing cycle your bill will increase $5."
My bill had already gone up $5 last year and I wasn't notified. When I contacted Earthlink to find out what the increase was for, I was pretty much told they were increasing all of their customers monthly bill to make up for lost wage. Which I wasn't happy with because Earthlink "high speed DSL internet" is anything but, so if your company is experiencing a loss in money, it's not the customers fault. I wouldn't doubt this latest increase is because of inflation. Costs are raising everywhere. However, even before inflation, Earthlink service barely worked for a lot of their customers. Our connections drop even in the most perfect of weather. Our speeds are not consistent with what they advertise. They're scamming people out of their money and any time you make a complaint about it, you're either given the generic response that they copy and paste to every customer (with spelling errors btw) or you're given just enough compensation so you'll stop complaining and afterwards everything is back downhill from there.

There is a reason Earthlink has the online reputation that it does. There's a reason why their Twitter is full of customers leaving complaints in the replies of their posts. There's a reason they have such a low rating on reputable websites like the Better Business Bureau. The offer of "high speed internet" might look great, but that's not what you're getting. You're getting dial up, at best, without tying up your phone lines. You're getting customer service where you might get lucky and come across a kind, understand representative or you might get a rude one that harasses you and hangs up in your face. There's legitimacy to peoples claims of Earthlink preying on people who live in low to no option areas, who don't have access to better internet and promising these people something they'll never get. Some of us are just stuck dealing with these Earthlink issues, until something better comes to our area or we can afford the better option but that doesn't make Earthlink right. That doesn't make their practices okay.

Aren't you all tired of saying "sorry" to your customers every single month for your company's mistakes? Aren't you tired of reading how bad your company is? Aren't you tired of being known as, "the pits" of internet connections? Your company isn't even in the top 5 best internet providers. At some point your company and it's employees have to stop SAYING sorry and actually do something about it. Unless this is how you want your company to be and if that's the case, you will continue to see a sharp decline in customers, revenue and an even sharper decline in your reputation.

Posted by Linda


I have been trying to get through to technical support for 8 hours and still holding...they totally suck!

Posted by Ladyscorpion2u


Worst company I have ever had to deal with..signed up on the 17th, they took my money gave me an install day of the 19th..19th they didn't show up so I had to call them, they say you have internet on the line and I need to close that..ok so never had intranet in this house,,made a bunch of calls finally found out frontier had service years ago here..so told then I need the line they came out within 2 hours and disconnected their line..called EarthLink back - oh and just to mention none of their customer service is in the united States so can't understand half of what they say- they said we will get back with you..never got a call.or anything from them..so posted a complaint on this page. They message me to call them.. called them they blew smoke up my ass told me we are going to get this resolved. Now on the 24th I get an email after once again mutiple calls says install will be today 2/27 between 8am and 12. No one shows after having to.take a day off of work to get this done..call them someone In India (surprise surprise) says the tech is busy in another install and will be here by 5, then believe this they tried to upsell me. R u serious?? ..well 530 still nothing. No calls no updates no intranet and a day of work missed. Wtf?? So now I have to waste my time again tomorrow to get my money back from this worthless company..DO NOT SIGN UP For EARTHLINK!!!

Posted by Chop


EarthLink full of scammers, you can get rid of the service but you never get rid of them. They still monitor you and your activity a lot of Dark Web stuff. I am constantly getting emails stating if I try to log in one more time I will need to reset my password and they all are from old EarthLink email address. I don't have EarthLink any more!!!!

Posted by Anonymous


My internet service still not working yet it was supposed to be on at 8its 831 and no service

Posted by Anonymous


I am trying to make payment and it should not be that hard take payment. I have several time today and it truly frustrated to keep repeat my information and give my address and name and still resolve issue and shouldn't be this hard to pay $69

Posted by Alyssa Luevano


EarthLink is the worst internet provider ever. Wouldn't recommend to anybody. The Wi-Fi connection sucks. You can only connect one device. If that. The gigs go by EXTREMELY FAST. Having to pay 30+ dollars a DAY just to watch tv. Crazyyyy!! Save your money

Posted by Beatrix


Tried calling Earthlink "Customer Support" to complain that my autopay rates are regularly increased by 20-25% without any pre-notice.
I got a health monitoring device marketing recording when I clicked on option 1 "Older than 55" and, after I called back and clicked option 2 "Younger than 55" it just disconnected.
Past experience is also horrible "customer service." This is without fail the most unprofessional company in the field!

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Posted by [email protected]


The on-line tech support is fantastic!!

Posted by Anonymous


I needed help in order to connect my earthlink account (old coastalnet.com address)to my new Droid Incrdible 2 cell phone. Mark helped to successfully get it connected. He was extremely patient with me.
Thanks,
JKA NC

Posted by Anonymous


I just had a wonderful experience with Earthlink. I had called earlier, and learnt that the problem was with our Linksys router, which would cost 8 dollars to get help from them. I called over to Linksys (not a good experience) and called back Earthlink, where they waved the fee since it was a one-time issue.

Posted by preese


Been with Earthlink for years with a cable connection via Time Warner.

With only minor problems which were quickly corrected I have been very happy with the service.

My only complaint is 10 mb limit on attachments to e-mail.

Posted by Roger


The technician was really understanding . He got to the root of the issue and helped me resolve the issue . This techinician should be given special privileges and should be promoted . His name is Steven Smith .

Posted by mischelle


i spoke to an earthlink agent he was excellent he resolved my issue n educated me what all happened to my computer n he sent me an antivirus disk which i feel is awesome. . i request the directors of earthlink to make promote him as a trainer if i remember that guy name was masiuddin(brian). earthlink tech agent rocks


Posted by joseph


agent was very understanding and helpfull, he totally understood the issue and gave ground breaking resolution
his name was abhishek.
earthlink agents are the best

Posted by Dean


Agent was very helpful. he is the best technical support agent from earthlink.
His name is Abraham.
Earthlink is the best!

Posted by [email protected]


i contacted earthlink, live chat on 4-24-10. my password was not accepted to get online. i chatted with Patrick and also to Joseph V. both these guys were fantastic. i called earthlink support on 4-26-10 and talked with Jeff about my problem.. he corrected my problem in less that 15 minutes. words cannot describe how nice, all (3) of these guys were, and how they show interest in helping earthlink customers. they know their jobs, very well. thank you for your good service and your great staff.J.HENDRIXON

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Posted by Msprings


Iam a former earthlink employee Most of us were laid off in 2003 when they farmed our american jobs in USA call centers to India that's why its been hard to do refunds.Our system at the time allowed us to refund 50.00 no questions asked and with a supervisor up-to 500 any more a manager was required ,also with good proof for instance a faxed bank statement with non related info blacked out
A refund was usually not a problem. we kept more customers that way. so much for outsourcing corp.greed...

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