Earthlink Customer Service Complaints - page 4

I contacted earthlink and hughes net on 11/25/12 my issue still have not been resolved both companies are giving me the run around. I ordered hughes net through earthlink in some way my order got mixed up and hughes net charged me 481.47 for purchasing equipment when it was supposed to been under a lease program with free installation and free activation that was the promotional offer that the representative promised me. hughes net can resolve this issue if earthlink fax the original contract to them earthlink has not even return my phone call even the corporate officer customer relation representative have not call me back to resoleve this this has been almost two months and my internet services is about to be terminated because of this issue and my bank account is 481.47 in the negative i dont no who else to call to get earthlink to fax the docuement over to hughes net my next step is to get a lawyer and sue both companies i am sure that i will have plenty of people to sue them with me both companies have bad representatives and they wont return your call.

Hi I'm A New User And I Hope That You Move Your Customer Service Back To The Usa. I Can Not Understand Your Help. Business's Should Think Of Their Customers In This Country. You Are A U.s Company And Should Operate In This Country. It Will Cost You Customers In The End.
Every Time I Call I Get Someone Who I Can Not Understand, That Is Poor Customer Service.

Earthlink is now a two-bit mom-and-pop scam operation out of India. I call it a scam because it is impossible to cancel service with them. I still get notices - like this morning- asking me to "update my credit card" even though my card changed two years ago when I told them I would just stop paying them. The only way to cancel this service is to call your credit card company because India won't follow through. I originally cancelled because they were messing with my email and could not fix it after 15 attempts - I began to suspect that they were actually culling my emails for information - yep, you heard that right. In any case, it was the single worst "technical support" experience I've ever had and I tell people it is the single worst company I've dealt with - ever.

earthlink is the worst dial up service ever.. they charged me for things i did not order..and then never credited my card back they took more money off my creditcard with out my permission..then they told me a had a year contract...so i cancelled my credit card.. so they couldnt take off more money..

Have been with earthlink for 11 years the last 3 using only email as I have a new DSL service and wanted to keep all my email accounts!

Just got a notice that they are going to raise the plan to 11.95 a month - I am not going to pay that simply for email that I can get for free!

What really upsets me is that they offer no way to send them an email for support! I have to do live with some one in india/pakistan or call and speak to someone in india or pakistan reading a support manual!

Earthlink its time to go out of business!

I signed up for Earthlink cable modem service at $29.95 month for 6 months. turns out they provide this service thru Time Warner cable here in San Diego and TW also does the billing. TW says they have no way to give me this price and are billing me $52.99 per month. They cant change it because it is setup thru Earthlink and their agents don't have permission to change anything on the account.
I have been trying to get them to honer this deal for a month. I have called these 2 companies no less than 50 times and per my notes logged 21 hours on the phone (a bunch of 2+ hour phone calls) getting this fixed. Earthlink keeps sending me to Time Warner and TW keeps sending me to EL. Actually the TW people really tried to help and eventually suggested I cancel EL and go directly thru TW and they would get me the same deal but I had to get an EL cancel confirmation number first. It took 4 hours on the phone yesterday but was finally able to cancel Earthlink and go directly to TW for the service. I believe that this is all Earthlinks fault, they have been no help at all on the phone and never responded to my 3 emails about the issue, most of my calls were transferred to TW without telling me; they just put me on hold and next thing I knew TW was answering the phone which was aggravating because it is so hard getting anyone on the phone at EL unless you want to talk to the sales dept, otherwise it is 30 minutes on hold. From what I can tell, Earthlink is completely outsourced to India (Earthlink India corp.), but they do have an address in Atlanta. Dealing with the EL support in India has been a nightmare of bad phone connections and language interpretation issues, but just try and cancel your EL service, they all but refused and hung up on me 2 of the 3 phone calls. The EL terms and agreement states that cancellations must be by phone or certified letter and state that they may continue charging your bank account after you have canceled (seems to be a practice at many companies these days). I finally got a confirmation no. but the cancel date is 6 weeks out. If I was not out of work would have given up a long time ago and I will bet most people do. Hard to imagine anyone would be happy with this company.
This clearly falls (My Opinion) into false advertising. This company off shores all of these US jobs as do thousands of US corporations, it is one of the major reasons our economy is in its current state, the epitome of the 1%, I think it's disgusting!
I would suggest to anyone, find another company.

I called to get internet with static IP. I called 3 times to confirm that they do provide static IP to my address. After the installation, there was no static IP. They lied to me just to get the sale. "BUYER BEWARE"!!!!

I have been unable to change the message on my Earthlink voice mail for two days now and all of their access numbers which would allow me change my recorded message are going to FAX lines. I have complained through customer support and am still being given the "up to 72 hours for repair" message...looks like they were hacked or mishandled a software upgrade...

I called to cancel my account. I had to stop the lady from all the blather trying to offer me free stuff to keep me as a customer. Annoying. I had to insist that she cancel my account that day and not wait until the end of the billing period. Never once did they tell me (after 4 calls) that it takes 4-10 business days to disconnect the Internet. Yet, my phone stopped working immediately. One lady (Amy) I talked to promised me disconnection would take place midnight last night. That was a lie. I'm fed up. Meanwhile I have no phone and I can't get another ISP to connect because I'm still connected to Earthlink!

How can you charge me for services I never got. You told me that I could not get your service in my area so I went with a different company and yet you are charging me $34.19 on my master card bill. If you can not take care of this I will have to look for other ways to get this taken care of. As a matter of fact your people were a little rude.

Thank you.
Geraldine Bandish
[email protected]

I have been on the phone for more than 37 minutes and gotten no place.

I would hate to have to deal with customers that had been put thru the customer service meat grinder before I got to them.

I know the kid I spoke to had my interest at heart and he could do nothing nothing I had on my invoice could be uncovered in his computer. He then transferred me to another department that didn't pick up the phone for over 40 minutes. I would never buy from this low life company.

I say low life because if they were more than that they wouldn't allow things to happen the way they did.

My suggestion would be to try calling the "they don't care customer service department before spending your money" the make auto sales people look like nice people.

Earthlink customer support doesn't have email contact which kinda says something about the quality of their so-called "support". I contacted them using their online chat method. Their representative blatantly lied to me. He lied about fixing the problem "on his end" and also again lied about the root cause of the problem "their server is slow today".

When I went to purchase the internet service the technician was helpful and literate.

When I needed help the technician did not seem to understand English well and was not so helpful

I had earthlink for 8 years. While I had it, it was slow, and often i would loose my connection. When you contated the support, most of the time you got someone you couldn't understand. I cancelled my service in January and found out in Aprl that they did not completely cancel my account, they just down graded it to a dial up and contiued to bill me. I have not used there service in 4 months,and they have continued to bill me until April when my credit card expired. Now they are telling me, they will turn me over to a collection agency if I don't pay them. I have an e-mail prooving that I cancelled, but they did not give me a confirmation number, so they say it doesn't matter. This company should be banned. They are thiefs.

Why doesnt earthlink has an e-mail?? i have been looking and looking and apparently there is no e-mail.

Hi,
I am Kesheia Steele at 303 #E James Ave. Thomasville, NC 27360. About 6 months ago I called to get information about earthlike and decided not to get the service. I recieved mail from your company but did not open it because I did not get your service. I opened someother mail today and it said I owed $11.75 on acccont number 48959794, client ref 28361610. Why was I charged and sent to collection for getting information and no service was provided. Contanct email [email protected]

thank you
Kesheia Steele

MyVoice stopped working on me, so I called the support desk. They are of no help. Can't understand their accents, they have no knowledge, and the the forth phone call, they hung up on me. I'm just about done doing business with these clowns.

I am in Indonesia and have not been able to access my email or the earthlink website for over 3 weeks now. I have also had emails go missing and am completely at a loss for what to do. Earthlink has been a royal pain.

can someone tell me why i have not been able to access my earthlink web mail for 3 days now! I am not a happy customer. and have no way to contact the support as it comes up as cant find server for all. i need to access my email please help.

I tried to cancel my internet service with Earthlink online, over the phone and via mail. Every time I thought the service had been cancelled I continued to be billed until I was forced to cancel the account from which automatic payments were taken.

I tried on several occasions to cancel the service online. Every time I tried to connect with a live representative on the site I was asked to type in what type of service I required. Whenever I typed in that I wanted to cancel my service I was directed to call the 1-800-EARTHLINK number. I did this on at least four or five occasions and was never able to reach anything other than a recording that placed me on hold. On at least one of those occasions I waited over 30 minutes on hold before hanging up. Those of us who work during the day cannot afford to spend time sitting on hold for extended periods of time.

Finally, in a last ditch effort to reach Earthlink, I sent a letter to the company’s address in St. Louis seeking to have my service cancelled. After at least two months of seeing monthly charges being taken out of my account for a service I had not used for several months I was forced to take the step of cancelling my debt card so that charges could no longer be deducted.

Despite all that they continued to charge me for another three months and have threatened to take me to a collection agency. These sleazy company and its extremely poor customer service needs to be dismantled and turned into something useful ... like compost.

I have DSL and myvoice with Earthlink. My phone was not working. I could not make or receive calls. I went on chat to get help. I waited a long time to be connected with an agent. First he told me the number he had for me was an old number more than 4 years old, I gave him my number and he insisted that I was not a customer and I should call my provider. I explained that I could call my number from a different phone and it went to my earthlink voicemail I was able to pick up these messages from the earthlink voice mail page on my computer. He continued to tell me I was not a customer and I should call a 800 number.
I called this earthlink number, waited a long time and spoke to a man who could not understand me well. It took at least 10 minutes for him to understand the spelling of our name and email address. For exemple I would say H as in Harry and R as in Robert and he would say L L? It was like a farce. I don’t think he knew the alphabet in English. He then told me I didn't have service with Earthlink. I stayed very patient and explained again that I did for more than 10 years. He put me on hold several times, I told him I was looking at my last bill which was paid dated October 17. He finally said yes I am a customer and earthlink has an outage in my area. No outage was mentioned when I looked online before and after I called. He then told me the problem would not have happened if only I had given them my account number! I could not believe it. Neither the agent on chat or him ever asked for the account number. They asked our email address, and name and our phone number. I told him you never asked for the account number. I had it in front of me on my computer the whole time. This incident is very very disturbing to us. The whole communication with Earthlink took over two and a half hours. I should have been told within the first 5 minutes that there was an outage in my area and check my phone in a couple of hours. That is what is expected of a reliable company. We are looking into changing provider. Our DSL drops several times a day anyway. We have to restart the modem. We already spent hours with earthlink on several occasions, changed modem, but we can only talk to oversea people and no one can come to our house to fix this. Very frustrating.

Apparently there is no way to e-mail you folks at Earthlink. Here is my message: I have been sick for several days, and have not mailed my monthly payment to you. I will mail it to you tomorrow, Sunday, Oct 16, 2011.
I hope someone at Earthlink who reads this message passes it along to the billing and payments section.
Y'all should provide a way for us out here in cyberspace to e-mail you.
Thanks, --Laura

One simple request, 2 hours on the phone and very little resolved. Something that should have taken 15 minutes, or even be done online, took my whole morning. It was crappy. And, that was after online chat telling me to call a help line open for 4 hours/day. What happened EL? I am canceling as soon as possible.

I've been an Earthlink customer ever since they bought Mindspring. Lately, I've been dismayed at the decline in the quality of technical support. It used to be outstandingly good. However, it now is hard to even get through to technical support. All calls to any Earthlink number go to the same automated phone service, and it is difficult to get directed to the right person. Once I get through, the Indian tech support people are unintelligible and mostly don't know anything except how to read from scripts. Chat also is useless -- you just get boilerplate answers. My e-mail account recently was hacked; the first time I called, I was on hold for 40 minutes before talking to someone who could help me. Unfortunately, the problem was not solved, and the hacker changed my password a couple days later without my knowledge. The second time wasn't so bad; the Indian person I spoke with walked me through the process of changing all the things I needed to change. But he still was very hard to understand, especially when trying to say letters of the alphabet (for example, "d as in tango," "b as in peter" -- you get the idea!). Earthlink also recently "upgraded" my web hosting account and managed to disable part of the Web site in the process! I really don't want to have to switch, as I have had the same e-mail address ever since I first got an e-mail account. But I'm really getting frustrated with Earthlink!

I have been a customer for over 10 years and like the other individual i used to brag about the service , That was until they sent everything offshore in their customer service center now they barely understand what you tell them , Use autofill answers and questions when you live chat with them and if you ask to speak to a person in the united states You are told that either there is no one available or that it is after hours (at 1 in the afternoon local).I am presently changing over all my service what a shame.