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.
Company replied
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
Company replied
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
478 reviews
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have been a customer for a year
I have been a customer for a year, and now that I need assistance with an outage that caused internet not to function, the hang up on me 3 different times, you can’t get tech support because when they feel that it’s getting difficult they hang up.
One of the times they said to fix my tv , that ists not there problem.
So I cancelled, went to Xfinity.
December 2, 2025
Unprompted review
Reply from EarthLink
Hello Aymee,
I’m very sorry for the experience you had. You should never be disconnected when reaching out for help, and it’s certainly not the level of support we aim to provide. I understand how frustrating it must have been to deal with an outage and then not receive the assistance you expected.
While we do provide support for your EarthLink internet connection, we are not able to troubleshoot third-party devices such as TVs.
However, you still should have received clear communication and respectful service throughout the process, and I apologize that this didn’t happen.
Samantha
Executive Relations Expert
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Half Installed, no WiFi, still being charged
Installation people came by and dropped off a modem and hooked up the fiber, then said they couldn't turn it on until some outage was fixed. It's been 2 weeks and I haven't heard anything from them, yet I am still being charged. Absolutely unacceptable experience.
November 19, 2025
Unprompted review
Reply from EarthLink
Hello Randall,
I’m very sorry for the experience you’ve had. You should never be left waiting for two weeks without updates, especially after an installation that couldn’t be completed due to an outage. That lack of communication is unacceptable, and I understand how frustrating it is to be charged while still unable to use the service.
I was not able to locate your account and I would like to resolve this in a timely manner. Please send an email to earthlinkdr@earthlink.net, and include my name in the subject. This will ensure your email gets to me quickly.
Samantha
Executive Relations Expert
Technician was very professional and…
Technician was very professional and was technically efficient.
November 21, 2025
Unprompted review
Reply from EarthLink
Hello,
We are happy your technician was professional and technically efficient. Welcome to the EarthLink Family!
Samantha
Executive Relations Expert
Internet Service Relocation
Service provided was fast, efficient and professional. Technician completed reinstallation and provided follow up review and contact.
November 21, 2025
Unprompted review
Reply from EarthLink
Hello Frank,
I am glad to hear about your positive experience. It’s great that your service was fast, efficient, and professional, and that the technician not only completed the reinstallation but also provided a follow-up review and contact information.
Samantha
Executive Relations Expert
I don’t like it
November 29, 2025
Unprompted review
Reply from EarthLink
Hello Shaton,
I’m sorry to hear that you’re not satisfied with your service. Please let us know how we help improve your experience.
Samantha
Executive Relations Expert
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Reply from EarthLink
Hello Ricardo,
I’m glad to hear you received great service. We truly appreciate your feedback, and we’re always here if you need anything.
Samantha
Executive Relations Expert
Very expensive change
There didn’t seem to be a problem at first, but I have a security system and I could not get my cameras back on. I called you all spent almost an hour on the phone transferred at least three times then sent to “EZ tech” explained everything and then I was disconnected on. I had to end up calling ADT security services to try to get my cameras back online and it cost me $209. I do plan on reaching out to your Customer Service people on Monday.
Thank you
Kim Koch
November 19, 2025
Unprompted review
Reply from EarthLink
Hello Kimberly,
I am sorry you had issues getting your cameras connected to the internet, and because we were not able to get you connected and EasyTech was not able to resolve your connection issue you have to contact your security company. . I understand how frustrating that must have been, and I truly apologize for the inconvenience this caused.
Samantha
Executive Relations Expert
Great customer service
1) A human being answers the phone. No endless automated phone tree and transfers.
2) I was asked how I use the internet, so the representative could understand my needs and recommend a plan that will suit them.
November 7, 2025
Unprompted review
Reply from EarthLink
Hello,
I’m glad to hear about your positive experience. It’s great to know you were able to speak with a live representative right away without having to navigate an automated system. I’m also pleased that our agent took the time to understand how you use the internet and recommended a plan tailored to your needs.
Samantha
Executive Relations Expert
Disappointed doesn't cover it
Disappointed doesn't cover it. Not reviews are 5 star or 1 star. Clearly something is wrong.
November 28, 2025
Unprompted review
Reply from EarthLink
Hello,
I am sorry to hear that you were disappointed with your internet service. That is never the experience we want for our customers. Thank you for your feedback.
Samantha
Executive Relations Expert
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Total bait and switch
Total bait and switch. I know it’s typical but they should be called out when they do it. If you’ll Google them, you’ll see a ton of reviews and Better Business Bureau complaints and reviews on yelp for people very first sentence talk talks about it being a baiting switch! Not only was it a bait and switch, but it contradicted their printed rates that they had online. Not sure how they get away with that one and yes, I did put in the address to check to see if they were available in my area. I’ll also and look at their positive reviews. They look pretty phony to me. Several of them are one short sentence with no detail at all.
November 27, 2025
Unprompted review
Reply from EarthLink
Hello,
EarthLink trains our agents to provide accurate information about our internet services, and our goal is always to make sure customers receive the best option available—even if that option isn’t EarthLink.
Do we receive negative reviews? Yes, and we take them seriously. Our customer service team works hard to resolve issues when they arise; however, like all providers, there are situations that are unfortunately outside of our control.
Regarding pricing, we do not post standard printed rates online because our service is address-specific, and pricing can vary depending on the location. If you are seeing rates listed elsewhere, please ensure you are visiting our official website at: https://www.earthlink.net/
As for positive reviews, they come in just as the negative ones do. Some are short and simple, others are more detailed—but all of them come from our customers, and we value every piece of feedback, whether good or bad.
Samantha
Executive Relations Expert
Very promt and professional
Very promt and professional, on time, and friendly.
November 19, 2025
Unprompted review
Reply from EarthLink
Hello Sherry,
I truly appreciate you taking the time to share your experience. We’re grateful to have had you as a customer for over five years. I’m glad to hear that our team stayed committed to getting you reconnected at your new home and that everything came together with your technician appointment.
It’s wonderful to know your new modem is working well and that you’re happy with the speed. Thank you again for your loyalty and kind words—please know we’re always here if you need anything.
Samantha
Executive Relations Expert
We'vehave had earthlink as our Internet…
We have had earthlink as our Internet provider for 5+yrs. We love the service and they really had to work ghad to work hard to reconnect us at our new place. They kept at it and finally we had a confirmation for our tech appt. Our new modem works great and we're very happy with the speed!
November 24, 2025
Unprompted review
Reply from EarthLink
Hello Kathy,
We appreciate you being with EarthLink for over five years. I’m so glad to hear that our team worked diligently to get you reconnected at your new home and that everything came together with your technician appointment.
It’s wonderful to know your new modem is working well and that you’re happy with the speed. Thank you for your loyalty and for sharing your experience—please know we’re always here if you ever need anything.
Samantha
Executive Relations Expert
The installation went fine
The installation went fine. EarthLink told me it was a free upgrade with same payment that I had. My first bill went from 47.95 to $68.33
November 18, 2025
Unprompted review
Reply from EarthLink
Hello Brandon,
I am happy to hear your installation went well, however there seems to have been a discrepancy with your billing going up more than what you were advised. I have waived the modem fee on your account for a minimum of 6 months. I also credited $14.95 off of your next bill. If you happen to see future modem fees please reach out to see what offers we have.
Regards,
Samantha
Executive Relations Expert
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I wasn't sighing up for this
I wasn't sighing up for this. It was supposed to be at&t. There worker is scamming people. And they went in my account and stole my money that I never gave them permission to get
November 11, 2025
Unprompted review
Reply from EarthLink
Hello Sheron,
I’m sorry for any confusion regarding the service provider. It appears that you were speaking with an agent who handles multiple service options to help customers select the best solution for their address. While it may have seemed like you were speaking with AT&T, all communications from that point forward were EarthLink-branded, including multiple emails that provided opportunities to review or cancel the service prior to installation.
I understand this may have been frustrating, and I apologize for any misunderstanding. Our goal is always to provide clear information so customers can make the best choice for their needs.
Samantha
Executive Relations Expert
Customer service reps will lie to your…
Customer service reps will lie to your face about your contract, they will hang up on you, they will yell at you. This company will "review themselves" to find you at fault and find any reason to charge you cancelation fees.
November 25, 2025
Unprompted review
Reply from EarthLink
Hello,
I’m sorry to hear that you feel our customer service representatives were not transparent about the contract. We make every effort to provide the full contract details during the sales call, as well as through email and on our website. I apologize if there was any misunderstanding, and I truly appreciate your feedback.
We always encourage customers to ask any questions during the sales process so we can ensure the terms are clear and there are no surprises. If you have any concerns about your specific account or charges, I would be glad to review them further to help clarify anything that may still be unclear.
Samantha
Executive Relations Expert
Waiting too long…
It was great. Technician showed noticeable knowledge. He works for AT&T, not for EarthLink.
My honest frustration was having to call EarthLink and wait for AROUND AN HOUR on the phone to get connected with someone just to request the transfer to my new address. We were in the new address for over a week by the time I get to speak with someone. Then I was asked to wait another week for installation…really?
Please, change this. I was very close to switch to another phone company.
November 13, 2025
Unprompted review
Reply from EarthLink
Hello Moises,
Thank you for sharing your experience, and I’m glad to hear the technician provided excellent service and demonstrated strong knowledge during the installation.
That said, I sincerely apologize for the frustration you experienced when trying to transfer your service. Waiting nearly an hour on the phone—only to then wait over a week for installation—is absolutely not the experience we want for our customers, especially when you had already been in your new home for that long. I completely understand why this situation made you consider switching providers.
Your feedback is incredibly important. You deserve a smoother, faster, and more reliable customer service experience, and EarthLink is committed to making meaningful improvements.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello Susan,
I’m glad to hear that your experience was prompt and professional. If there’s anything more you need or if I can be of further assistance, please don’t hesitate to reach out.
Samantha
Executive Relations Expert
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EarthLink said "we'll do installation…
EarthLink said "we'll do installation on November 12,
- They installed on November 12!
They said that fiber optics is the best internet service,
-it really is!
It's a stable service, no outages like it was with Optimum!
What's not to love?
November 12, 2025
Unprompted review
Reply from EarthLink
Hello Alan,
I’m glad to hear everything went exactly as promised with your November 12 installation, and even happier that you’re enjoying the reliability of your fiber service. It’s great to know you’re seeing the stability and performance you were hoping for—especially compared to your previous provider. Welcome to the EarthLink family!
Samantha
Executive Relations Expert
Persistence to complete and make a WiFi…
Persistence to complete and make a WiFi connection although non EarthLink related issues arose.
November 10, 2025
Unprompted review
Reply from EarthLink
Hello,
Thank you for your feedback! I’m glad to hear the technician stayed persistent and helped you get your WiFi connected, even with issues that weren’t related to EarthLink. We appreciate your patience throughout the process, and we’re always here if you need anything else.
Samantha
Executive Relations Expert
Frontier did a great job on the…install
Frontier did a great job on the installation and communication as far as when they were coming and the time needed for completion. After the install the signal was constantly dropping, I tried the chat option on your website which is a joke. I had 4 different lines open and uploaded photos of all the components and was repeatedly told that they were forwarding my case to “ the relevant department “ which no one ever responded to. I called 4 times and was cut off 3 times and finally spoke with Thomas who worked with frontier while I was on the line for 50 minutes. At the end of our conversation he informed me that the problem was with the modem and a Frontier tech would deliver a new one . I asked if I would be given a confirmation number and he replied yes and Frontier would contact me also. I never received anything, never heard from Frontier and fortunately it resolved itself the next day. Had I been informed that there would be signal drops the first day none of this would have transpired. Horrible communication!
November 10, 2025
Unprompted review
Reply from EarthLink
Hello Christopher,
I want to sincerely apologize for the frustrating experience you had. While I’m glad Frontier completed the installation smoothly, you should never have to deal with repeated signal drops, multiple disconnected calls, or conflicting information—especially after doing everything you could to get help.
I’m also very sorry for the poor communication you received through chat and phone support. Being told your case was forwarded with no follow-up, and then never receiving the promised confirmation or contact after your call with Thomas, is absolutely not the experience we want for our customers.
I did review the notes, and I see that when Thomas was speaking with the vendor there was some backend configuration that still needed to be completed. Because of that, the communication was not reaching the modem properly, which caused the instability you experienced. Once that configuration finished updating, the connection stabilized.
Samantha
Executive Relations Expert
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