THE ONLY PROBLEM WAS THAT THE YOUR TECH PERSON TOOK THE AT&T MODEM WITH HIM. HE HAD AN AT&T SHIRT ON, BUT WHEN I CANCELLED WITH AT&T, I WAS TOLD HE WAS NOT THERIR REP AND THAT I HAD TO RETURN THE MODE... See more
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Review summary
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Reviews shaping this summary
Installed fast and internet worked well for a week, then it stopped working. Earthlink sent out a service man and replaced the line. Internet went out because of a dog chewed through the cable.
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The installer showed up at assigned time went to work at my location and down the street to set up the connection. the installer connected the service outside and brought the line inside built the ap... See more
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After moving to Southport to work remotely, I compared the various internet services. It is a good monthly rate plus the 2 months reduced rate. Besides working online, we use the service for phone, al... See more
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Company details
Written by the company
EarthLink is a top U.S. internet service provider delivering wired and wireless access to more homes and small businesses than any other ISP. EarthLink offers the right technology at the right price to create the right connection for customers. Consumers voted EarthLink the number one ISP in America in both 2020 and 2021. We took the top spot in HighSpeedInternet.com’s rankings for overall customer satisfaction, earning first place in all four major categories: price, speed, reliability, and customer service two years in a row.
Contact info
980 Hammond Dr NE, Suite 400, 30328, Atlanta, Georgia
- 888-327-8454
- earthlink.net
3.3
Average
477 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Reply from EarthLink
Hello,
We love hearing this—thank you so much for sharing! We’re thrilled that you’re enjoying the super-fast connection and that the service is meeting your expectations. Welcome to the EarthLink family!
If you ever need anything, we’re always here to help.
Samantha
Executive Relations Expert
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Very upset customer
Very upset customer . I was told on sales call that I will not be charged my 79.08 for the service if it doesnt work ....totally free to try. I also called 3 other times because when I received the modem It didn't work . All three times I was told to wait that satellites were down and continue trying for free. After 3 days there was no service so I returned the modem after speaking to a 4th rep that said I would get the full 79.08 refund (not the activation fee of 49.95 but the service fee of 79.08) The modem was returned and I waited extra time to make sure that the refund had not come in late. Well, lo and behold, I called today and was told I would only going to get HALF which was still never refunded. The rep stated that WE the customers are supposed to call back after modem is recieved to further ask for our refund?????!!!! What a scam!
At this point I have realized this company is totally unethical .
March 27, 2026
Unprompted review
Reply from EarthLink
Hello Gina,
I am sorry if you were told that our internet is free to try, because we do not offer free service. The payment is due in order to have the service activated. Since there was no use and the modem has been returned I have fully funded the card on file. Please allow up to seven business days for the refund to reflect to the card on file. Again, I do apologize for the multiple frustrations you endured trying to get your account taken care of.
Samantha
Executive Relation Expert
After canceling my service last week
After canceling my service last week, I received a message that they were gonna charge me for the unreturned modem that per their own email I have thirty days to return. After finally, getting a representative on the phone after an hour on hold, they told me they changed their policy to fifteen days. If you are lucky enough to get a representative English is not their first language. There is no integrity with this company. I would run the other way ...wish I had known this before hand!
March 27, 2026
Unprompted review
Reply from EarthLink
Hello Lisa,
I’m really sorry to hear about your experience—especially after canceling your service. I understand how frustrating and concerning it must be to receive conflicting information about the return timeframe and potential charges. However, like you were advised please disregard the email you received about the non-return as that email was sent out in error.
To clarify, the standard return window provided in your cancellation communication should be honored, and you should not be penalized if you are within that timeframe. I apologize for any confusion caused by the information you were given, as well as the long wait time and difficulty reaching support.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello Jay,
Thank you for your feedback! If there’s anything specific you were looking to learn more about or need assistance with, please don’t hesitate to let us know. We’re here to help and would be happy to provide any information you need.
Samantha
Executive Relations Expert
customer and tech service during chat…
customer and tech service during chat rarely provide an answer to ur question, it seems like the have a script of answers that frankly do not answer the question that you ask, if you ask the question again, they seem to lose patience with you and disconnect u from their chat. frankly very disappointing and poor service from canned answering scripts
March 24, 2026
Unprompted review
Reply from EarthLink
Hello,
I’m really sorry to hear about your experience—that’s definitely not the level of service we want you to receive.
I understand how frustrating it is to ask a question and feel like you’re not getting a clear or direct answer. Our goal is always to provide helpful, accurate support, not scripted responses that miss the point of your concern. It’s especially concerning to hear that the interaction felt rushed or that the chat was disconnected before your issue was resolved.
Samantha
Executive Relations Expert
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The power was on immediately with great…
The power was on immediately with great customer service
January 1, 2026
Unprompted review
Reply from EarthLink
Hello Joshua,
Thank you for sharing your experience! We’re so glad to hear your service was up and running right away and that you received great customer service. That’s exactly the kind of smooth and efficient experience EarthLink aims to provide.
Samantha
Executive Relations Expert
Trash
Trash. I only had Internet for 3 days and I now have to deal with paying a bill and a late fee. No communication of when I'll get charged, no helpful customer service, and the online chat is even worse. They try to give you a medical phone number to discuss your Internet bill. Completely ridiculous.
March 20, 2026
Unprompted review
Reply from EarthLink
Hello Tamika,
I am sorry to hear about your experience and understand how frustrating it must be to be billed—along with a late fee—after only having service for a few days. That’s certainly not the experience we want for our customers.
I also apologize for the confusion around billing communication and the difficulty you encountered with customer support and online chat. Being directed to an incorrect number is not acceptable, and I appreciate you bringing that to our attention.
I was able to locate the sales call so I am going to send you an email with the information I found. From there we can work on a resolution.
Samantha
Executive Relations Expert
I'm done with Earthlink after 15yrs
I'm done with Earthlink after 15yrs. They continue to change their log-in interface causing user to be locked out AGAIN and AGAIN. They have NO weekend support which is unacceptable.
BEWARE - DO NOT USE EARTHLINK
INSTEAD - USE GODADDY
March 14, 2026
Unprompted review
Reply from EarthLink
Hello Aaron,
I am sorry to hear about your frustration, especially after being with EarthLink for 15 years. Repeated login issues and interface changes can be extremely disruptive, and we understand how frustrating it is to be locked out repeatedly. We make changes that are necessary to our interface due to security as well as ease of login.
As for weekend support there is weekend support, however it would depend on what department you are trying to reach because there are US teams and we are closed on the the weekend. Again, I do apologize for the inconvenience.
Samantha
Executive Relations Expert
Earthlink. Not as good as Mint Mobile.
This is only day 1 of a year long commitment I just made a couple of days ago with Mint mobile's 5G Gateway WiFi service, & honestly this has to be one of the best decisions I've made in the last few years...so far. I'm keeping my fingers crossed that Mint doesn't send me a monthly bill charge claiming I still have to pay for some type of annoying small fee I wasn't expecting. A lot of companies still to this day do that, & justify it by always using that "You should have read the fine print at the bottom" crap that I always hate to hear. If Mint sticks to their word & actually honors the terms/deal that I initially signed up for then they most certainly will have me as a long term future HAPPY customer. As a side note they are by far way better than the previous isp (EarthLink) I had to deal with for the past 7 months. Those people actually had the nerve to try & entice me to stay with them by offering to lower my monthly bill...TEMPORARILY!! 1. What does lowering my bill up until a certain cut off date do for me in the long run? EDIOTS! & 2. Why not offer me that same lower price from the very beginning?!! MORONS! Thanks again Mint Mobile for being 1st class all the way. 😉👍
March 12, 2026
Unprompted review
Reply from EarthLink
Hello Terrilee,
We completely understand your frustration with your previous experience and appreciate you sharing the contrast between EarthLink and your new service with Mint Mobile. It’s clear that dealing with temporary rate reductions and confusing billing practices left a bad impression, and we’re genuinely sorry that your time with us didn’t meet expectations.
We know transparency and consistent service are critical, and it’s understandable why you’d value a provider that honors the terms you signed up for without surprises. Your feedback highlights areas where we need to do better in communication, billing clarity, and long-term value for our customers.
Samantha
Executive Relations Expert
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Large fee increase poor email delivery no customer service response
My monthly fee was raised 33% without notice. I called three of their telephone numbers and was on hold for about 90 minutes and never spoke with anyone. I tried the online chat and was told they couldn't handle that problem. I have had several persons state they have sent me an email and it doesn't appear in my inbox for hours.
March 6, 2026
Unprompted review
Reply from EarthLink
Hello,
I am sorry to hear about your experience and understand how concerning it can be to see an unexpected increase in your monthly fee. Per our terms, a notice is provided on the monthly invoice at least 30 days prior to any price increase to inform customers that billing charges will be changing.
Your time is valuable, and we sincerely apologize for the long hold times you experienced while trying to reach customer support. Waiting an extended period without being able to speak with a representative is certainly frustrating. We also understand how delayed email delivery can add to that frustration when you are trying to resolve an issue quickly.
Your feedback is important, and we appreciate you bringing these concerns to our attention. We would be happy to review your billing with you—please send an email to earthlinkdr@earthlink.net, and a member of Executive Relations will gladly look over your account and assist further.
Samantha
Executive Relations Expert
Huge let down in service
I've been an Earthlink customer for over 20 years, and have mostly been pretty happy with them. Their tech support processes have worked well when I've used them, though I have not needed them very often.
However, I have a major complaint. I just found out today (March 2026) from tech support that Earthlink has REMOVED (February 2026) the 'export contacts' address book functionality from their service, with NO announcement and update to their customers. NO explanation as to why- nothing.
This is unacceptable and a bad move overall. Removing a key email process that common sense and ISPs encourage their customers to use (backing up their data, including contacts), for no obvious reason is ridiculous. Why?
The one possible reason offered to me was that removing the contacts backup function somehow 'protected me' from hackers who could access my address book to spam my contacts.
Garbage.
Are they afraid of customers leaving the Earthlink service and migrating their contacts to a competitor? Are they using customer data access as leverage to keep their customer base? Who knows. Customers don't. And Earthlink isn't talking.
The tech support agent (who was great) understood my frustration; unfortunately his support group is responsible for telling the customer about this feature cancellation and resultant reduction in service.
Again, this is a very bad move Earthlink. Bad. You may want to rethink this.
March 6, 2026
Unprompted review
Reply from EarthLink
Hello Frank,
Thank you for being a loyal EarthLink customer for over 20 years. We truly appreciate the long-standing trust you’ve placed in our service, and we’re glad to hear that your experiences with our technical support team have generally been positive.
We also understand your frustration regarding the removal of the “export contacts” feature from the address book. Changes to functionality—especially those related to managing or backing up personal data—can certainly feel concerning when they happen without clear communication. Your feedback about the lack of advance notice and explanation is completely valid, and we appreciate you bringing that to our attention.
While some system changes are implemented for security or platform-level updates, we understand that this does not lessen the importance of customers having reliable ways to manage and back up their data. Your comments about how important this feature is valued and important to us.
We’re also glad to hear the support agent you spoke with treated you well and understood your concerns. You can reach out to our higher email support at earthlinkdr@earthlink.com.
Samantha
Executive Relations Expert
BEWARE!!
BEWARE!!! DO NOT USE EarthLink. THEY ARE SCAMMERS! I REPEAT, THEY ARE SCAMMERS!
I downgraded my plan TWICE. They kept charging me for unlimited both months and then said they had “no record” of the change. I had all the customer service transcripts about the downgrade and they STILL REFUSED TO REFUND ME.
They will talk in circles and purposely avoid the issue until they tire you out and you give up. YOU WILL NEED TO CHANGE YOUR CREDIT CARD. They also make it impossible to cancel. Save yourself the time and do not even interact with their fake customer service. Just get a new credit card. I can only imagine how much money they have stolen from innocent people.
And the “Executive Relations Experts” replying to these reviews are just lying to everyone. I have so many emails with them earthlinkdr@earthlink where I shared transcripts of my downgrade and they continued to refuse a refund and kept trying to end the conversation. You will get tired and you will give up. This should be illegal.
March 1, 2026
Unprompted review
Reply from EarthLink
Hello Finneas,
I’m sorry to hear about the frustration you experienced regarding your plan changes and billing. I certainly understand how upsetting it can be when you believe a downgrade has been requested but the billing does not reflect the change. This is not the experience we want our customers to have.
Plan changes should be documented on the account and reflected in the billing once they are processed. If you have transcripts showing that a downgrade request was made, we would like the opportunity to review those records along with your account history to determine what may have occurred and address any billing discrepancies.
I also want to assure you that EarthLink does not prevent customers from canceling service or intentionally ignore documented requests. If there was any breakdown in communication or processing, we would like the chance to investigate and help resolve the matter.
Please reach out to the Executive Relations team at earthlinkdr@earthlink.net with your account information and any transcripts you may have. A member of the team will be happy to review the situation and work toward a resolution.
Samantha
Executive Relations Expert
Everything was installed on time
Everything was installed on time. The installer was friendly and knowledgeable.
February 17, 2026
Unprompted review
Reply from EarthLink
Hello Lovella,
I’m so glad to hear that your installation was completed on time and that the installer was both friendly and knowledgeable. That’s exactly the kind of service EarthLink aims to provide.
We truly appreciate you choosing EarthLink, Welcome to the EarthLink Family!
Samantha
Executive Relations Expert
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The Tech who came out was very…
The Tech who came out was very knowledgeable and he was very Nice ThanknYou Jesse, Amen
February 20, 2026
Unprompted review
Reply from EarthLink
Hello Rosiland,
I am happy your technician Jesse was not only friendly but very knowledgeable. Thank you for choosing EarthLink, Welcome to the EarthLink family!
Samantha
Executive Relations Expert
EarthLink lacks service and ethics customer service is nonexistent
Their customer service is nonexistent! They just want to be automatically paid and don't want to do anything for the customer. I was on hold for over an hour before giving up and having them call me back.
30+ minutes later I get a call back from a Georgia based phone number with a rude female that sounded like she was chewing gum and talking real fast at the same time. (She should be drug tested)
Needless to say I was unable to get my problems taken care of. I will be closing my EarthLink account and finding a company that might have an ounce of ethics in it. Save your money and time. Don't bother with EarthLink!
February 28, 2026
Unprompted review
Reply from EarthLink
Hello John,
I want to apologize if the interaction you had with the representative felt disrespectful or rushed, this is not acceptable and not behaviors supported by EarthLink. I am also sorry to hear you were put on hold for an extended period of time and then feeling that your concerns were not handled professionally is understandably frustrating.
If you are still willing, I would appreciate the opportunity to review your account personally and work toward resolving the issue that prompted your call. My goal is to provide you with clear answers, please send an email to earthlinkdr@earthlink.net, so I can locate your account and find resolution without additional frustration.
If you have decided to move forward with closing your account, I can also assist in making that process as smooth as possible and ensure you understand any final billing details before cancellation is completed.
Again, I apologize for the experience you described and appreciate you bringing this to our attention.
Samantha
Executive Relations Expert
I signed up for a 100mbps service and I'm not getting it
I signed up for a 100mbps service. According to the technicians that came out, I'm getting between 32 and 50. It's because the tap down the street is too far (1400') away from my home. They use cat 5 cable instead of the existing fiber. I was originally told by them that fiber was not near my house. When the 2nd tech came out to troubleshoot an issue related to my line after the service was installed, that's when he said fiber is running right by my house. Now I have slow service. I called customer care to cancel my subscription due to them not delivering as promised, and he told me there will be a $200 disconnect fee for breeching the contract. The guy on the call disagreed with me several times about why the service is slow so he sent out another tech (from AT&T) and he confirmed that there's no way to get 100mbps using cat 5 at that distance. I told the guy on the call that EarthLink breeched the contract by not delivering as promised so why are they trying to stick me with the cancelation fee. I still want this issue resolved........
February 15, 2026
Unprompted review
Reply from EarthLink
Hello,
Thank you for explaining everything in detail. I absolutely understand why you feel frustrated. You signed up and agreed to pay for 100 Mbps service. After installation, multiple technicians confirmed you are only receiving between 32–50 Mbps due to the tap being approximately 1,400 feet from your home and the line being provisioned over copper (Cat5) rather than fiber. If the physical infrastructure cannot technically support the speed sold, that is understandably concerning.
I can understand why you believe this constitutes a failure to deliver the service as represented.
While EarthLink often partners with underlying network providers such as AT&T for infrastructure, the service sold to you should align with what the line can realistically support. If the loop length and technology in place cannot achieve the provisioned speed, the account needs to be reviewed to see if your service can be upgraded.
If multiple technicians have documented that 100 Mbps is unattainable at your location using the current setup, that documentation is critical. In situations where the service cannot technically meet the ordered speed tier, the early termination fee may warrant further executive review.
You are not wrong to want this resolved, so please send us an email to earthlinkdr@earthlink.net. This way we can do further research to see what has been notated from the technician, as well if there are options to increase the speed.
Samantha
Executive Relations Expert
Big Corporate Liars
Signed up in October 25 have been a customer for over 4 months. Had to use Earthlink because I switched to DirectTV. Was promised a $200 gift card if I switched to DirectTV & Earthlink. A few weeks ago, early Feb 26 I called to see where my gift card was. Was told after quite a bit run-around I was no eligible. So I decided to cancel my service with DirectTV. When I called to cancel my Earthlink service they told my I had a 1 year contract and I would be billed for the remainder of that contract for over $2xx.00 I was never told upfront that I was entering a 1 year contract. So they lied about my contract and Direct TV lied about my $200 gift card. So they way I see it. They are both liars and no one should do business with them. They should be banned. Also was told there was no need to return the internet modem equipment, but a few minutes later I get a message from Earthlink that I should return the equipment or I will be billed another $400. Again liars....
February 25, 2026
Unprompted review
Reply from EarthLink
Hello Richard,
I understand how frustrating this situation must feel, and I’d like to address each point clearly.
First, I sincerely apologize that you did not receive the gift card you were expecting at sign-up. There are a few scenarios that can affect fulfillment. In some cases, the gift card notification email may be filtered into a spam or junk folder. In other cases, if the promotion was tied to a bundle through a third-party provider such as DirecTV, the promotional offer would have been administered by them rather than directly through EarthLink. Additionally, eligibility requirements do apply to promotional offers, and if an account does not meet all qualifications outlined in the terms, that can result in ineligibility. Even so, I understand your disappointment and apologize for the confusion.
Regarding the contract and early termination fee, when service is activated under a term agreement, the terms and conditions are provided either verbally during the sales call or through a terms link sent via email with a verification code. Per those agreed terms, if service is canceled before the end of the contract period, an early termination fee is assessed. This fee is disclosed as part of the agreement at the time of enrollment.
As for the modem return, when an account is canceled we do advise that the leased equipment must be returned to avoid a non-return fee. A return label is sent via email, and reminder notifications are also issued if the equipment has not yet been received. Prior to the non-return fee being applied, an additional notification is sent advising that the charge will occur if the modem is not returned. These communications are intended to give ample opportunity to avoid the fee.
Samantha
Executive Relations Expert
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Reply from EarthLink
Hello,
I’m happy to hear you had an excellent customer service experience. That is always our goal, and it’s wonderful to know we delivered that for you.
Samantha
Executive Relation Expert
No lag and I game alot really good for…
No lag and I game alot really good for gaming!
February 23, 2026
Unprompted review
Reply from EarthLink
Hello Sergio,
I am happy you are not experiencing any lag issues and you are able to play games with no issues.
Samantha
Executive Relations Expert
Earthlink (internet provider) had…
UPDATED: Earthlink (internet provider) had provided horrible customer service ... never activating my account and had sent me two routers. After weeks of trying to get things fixed, I cancelled. They refunded my charges and had me download labels to return the routers (that took a while also). I sent both routers back. Last Tuesday on Feb 17, I received an email threatening me that they would charge me $436.40 if I did not return the router. I already had. And I took photos of both boxes and both receipts from the UPS store. I called earthlink, and their rep confirmed they had received both routers and I should just ignore the email. Today 2/22/2026, Earthlink attempted to charge my debit card for the above amount. Fortunately, it was declined and I was alerted.
After their reps responded below, they attempted to steal money from my bank again. They are liars and deceptive ... DO NOT CHOOSE EARTHLINK ... be warned.
February 21, 2026
Unprompted review
Reply from EarthLink
Hello Mr. Hernandez,
I do apologize that you keep getting alerts that the modem has not been returned and there will be a non-return fee that will be charged . I checked the tracking number and I see that there was a return but what causes this issue is if there are 2 return labels sent for 2 different modems and you sent them in one the system does not recognize this because there are different tracking numbers for this reason. I have gone ahead and reported that the modems were returned under one tracking number. I have also requested the $436.40 be waived off. Please be advised Alison has been working diligently on this and so am I.
Samantha
Executive Relations Expert
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