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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
Company replied
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.
Great service. Needs better communication
The service is great. I switched from a wireless Internet provider, Jet Wire, which always treated me great but just didn't have the speed I needed. Now with EarthLink fiber that is not an issue.
My one complaint is the installation process. My experience having to go through that ordeal was almost enough to cancel the entire deal. I live in a very rural area. EarthLink uses Frontier's fiber network and somehow the day after I signed up a Frontier subcontractor showed up to pull the fiber from the street to my home. No EarthLink paperwork, no account number, no appointment. To make the matter even more confusing the installation appointment was set for the following Tuesday so I'm thinking something isn't right and refused the installer access. Again, not his fault but I feel this was just poor communication on EarthLink's part. Then on that Tuesday, when I'm expecting the installer to arrive, he's a no show even though I have 5 text confirmations about the appointment. I called EarthLink and after being transferred around a few times finally got someone to make an appointment on my schedule, which was frustrating because they wanted to schedule me out one week further but I wasn't going for that seeing how they also had a record of the 5 confirmations and it was them that dropped the ball.
All that being said, the communication could use work, though their operators were very well trained on customer service, and the speed and consistency of the streaming and other uses is noticably better/faster.
Initial start up communication: 1/2 ⭐
Internet Service: 4.5 ⭐'s
Customer Service personnel: 5 out of 5 ⭐'s
November 13, 2025
Unprompted review
Reply from EarthLink
Hello Kawika,
I am happy to hear you are happy with your EarthLink internet. However, I am sorry to hear about the experience with the installation because our sales agents are supposed to inform the customer that since we use third parties certain installers will show up, so this does not happen. Then the installer was a no show and then multiple transfers just to have the install rescheduled.
Again, I am happy you are happy with your internet service but I do agree we need to work on our communication with the vendor.
Samantha
Executive Relations Expert
Advertisement
The sales process was deceitful
The sales process was deceitful, I was given one price when I set the order up. After the setup was finish my monthly fee was different. Now I'm stuck in a 2 year contract on a fixed income. I'm not happy
October 30, 2025
Unprompted review
Reply from EarthLink
Hello Barbara,
My name is Samantha with the Executive Relations Team. I’m very sorry to hear about your experience and the confusion regarding your monthly rate. That’s certainly not the experience we want for our customers. I understand how frustrating it is to be quoted one price and then see something different after installation—especially when you’re on a fixed income. Please send us an email to earthlinkdr@earthlink.net, and we will be happy to see what we can do regarding your account.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello,
I’m glad to hear you found the service fast and pleasant. We truly appreciate you taking the time to share your experience!
Samantha
Executive Relations Expert
The technician was great
The technician was great. He was efficient and knowledgeable and got me up and running in no time.
October 31, 2025
Unprompted review
Reply from EarthLink
Hello Angela,
We’re so glad to hear your technician provided quick and knowledgeable service and had you up and running in no time.
Samantha
Executive Relations Expert
Hidden Fees
I was excited about this company but they charged me for “perks” I didn’t ask for- even had cancelled before the trial period ended- and when I asked for a refund, refused.
November 6, 2025
Unprompted review
Reply from EarthLink
Hello Marcy,
I’m very sorry to hear about your experience and the unexpected charges — that’s definitely not the impression we want to leave. I’d like to take a closer look to make this right. It seems the added services were added on but we do not do that without getting the customer's authorization. There is sometimes confusion because these services are free for the first 30 days to see if the customer likes the service.
Samantha
Executive Relations Expert
Advertisement
Earthlink customer service is not…
Earthlink customer service is not helpful. Have a billing issue and can't get a hold of anyone to talk too. Just passed around to different departments. With this company it's hard to deal with. No help to solve a billing issue. Terrible customer service can't recommend.
November 7, 2025
Unprompted review
Reply from EarthLink
Hello Randy,
I’m very sorry to hear about the frustration you’ve experienced trying to get help with your billing issue. That’s certainly not the level of service we aim to provide. I understand how discouraging it can be to be transferred between departments without getting the resolution you need.
Samantha
Executive Relations Expert
THE ONLY PROBLEM WAS THAT THE YOUR TECH…
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 MODEM OR BE BILLED $150.00. I CALLED EARTHLINK AND WAS ASSURED THAT THEY WOULD RETURN THE MODEM AND NOT TO WORRY. SINCE THEN I HAVE RECEIVED REPEATED REMINDERS FROM AT&T THAT THE MODED WAS NOT RETURNED.
October 7, 2025
Unprompted review
Reply from EarthLink
Hello Stanley,
I understand your concern regarding the AT&T modem and the confusion with the technician. I’m very sorry for the inconvenience this situation has caused. We use third party vendors to do our installation, which would have been AT&T, so I am not sure why the representative from AT&T provided you that information. I would have them submit a request to look for the modem with the barcode.
Thank You,
Samantha
Executive Relations Expert
Quick and Professional
The AT&T technician, James, was very friendly and knowledgeable. He was quick and professional.
October 29, 2025
Unprompted review
Reply from EarthLink
Hello Larry,
We’re happy to hear that the AT&T technician, Larry, was quick and professional during the installation.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello Danielle,
We’re thrilled to hear you had a great experience with our customer service team. We truly appreciate your feedback and are glad we could provide the support you needed.
Samantha
Executive Relations Expert
Advertisement
Slightly higher price. Great Customer Service.
Price has been a bit higher than Xfinity or similar compeitiors. But the great customer service has been worth it.
September 14, 2025
Unprompted review
Reply from EarthLink
Hello,
We’re glad to hear that our customer service has made a positive difference for you. We truly appreciate your loyalty and understanding, and we’ll continue striving to ensure you always receive the best experience possible.
Samantha
Executive Relations Expert
Earthlink is GREAT 👍
The installation was smooth, he came in,and got it done quickly and our service has been great. high-speed internet, no lagging, wonderful service
October 6, 2025
Unprompted review
Reply from EarthLink
Hello Angie,
We’re thrilled to hear that your installation went smoothly and that you’re enjoying fast, reliable internet with no lag. It’s great to know our service is meeting your expectations — we truly appreciate you choosing EarthLink!
Samantha
Executive Relations Expert
tried to talk to the company to get my…
No one ever called me, nor did I call that company to request service, and no one came to my house to install anything. No company came to my house to do any installation; we only have internet with Spectrum.
October 28, 2025
Unprompted review
Reply from EarthLink
Hello Dolores,
I’m very sorry to hear about the experience you’ve described. It’s never our intention for any customer to feel dismissed or misled. During your sales call we would have branded the internet, as well as we would have had sent the terms via text or the agent would have read them before authorizing the sale. Then we send emails that are branded EarthLink many times prior to the installation.
Upon looking at Dolores's account these emails were sent and opened so there would have been many opportunities to call and inquire about our service, and then when they installer arrived she could have refused the installation but that was not done. EarthLink will not force our internet, and we make sure that we are branded so it is known who they are buying. Again, I do apologize if there was confusion.
Samantha
Executive Relations Expert
You guys have no trust.
You guys have no trust.
I've been off the internet for a week and I've made a few appointments, but you guys haven't kept them.All of you.
It's the worst
October 27, 2025
Unprompted review
Reply from EarthLink
Hello,
I’m very sorry to hear about the repeated missed appointments and the frustration of being without internet for so long. That’s certainly not the experience we want for any customer. I completely understand how inconvenient this must be, especially when you’ve already made multiple attempts to get the issue resolved. Since I am not able to locate an account for you please send us an email to earthlinkdr@earthlink.com, with my name in the subject.
Samantha
Executive Relations Expert
Samantha
Executive Relations Expert
Advertisement
Our promised installation date was not…
Our promised installation date was not fulfilled and when we spoke to customer service about it his position was like oh well. We were finally serviced the next week. Was bad for me as I work from home.
October 10, 2025
Unprompted review
Reply from EarthLink
Hello Dionne,
I’m very sorry to hear that your installation was delayed and that our response didn’t reflect the level of care you deserve—especially since you rely on your internet to work from home. That’s certainly not the experience we want for our customers. I’m glad your service is now active, but I truly apologize for the inconvenience the delay caused.
Samantha
Executive Relations Expert
It took 3 months to get service because…
It took 3 months to get service because their customer service hangs up on people constantly. Super aggravating.
October 10, 2025
Unprompted review
Reply from EarthLink
Hello Chris,
I’m very sorry to hear about the difficulty you had getting your service set up and the frustration with reaching our support team. That’s not the experience we want for any customer, and I truly apologize for the inconvenience.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello,
We’re glad to hear that Alfred provided professional and friendly service.
Samantha
Executive Relations Expert
No hassle great value
October 18, 2025
Unprompted review
Reply from EarthLink
Hello Sam,
I'm thrilled to hear you’re enjoying a hassle-free experience and getting great value with EarthLink!
Samantha
Executive Relations Expert
Advertisement
EarthLink was very quick and efficient
EarthLink was very quick and efficient. Services are great quality. It leaves me worry free. Thank you and look forward to our two years.
October 18, 2025
Unprompted review
Reply from EarthLink
Hello Crystal,
We’re delighted to hear that you’re happy with the quality of our service and that we’ve helped make your experience worry-free. We truly appreciate your trust in EarthLink and look forward to serving you over the next two years and beyond!
Samantha
Executive Relations Expert
BROKEN PROMISES
1. I told them not to automatically charge my account for the payment. They did it snyway.
2. The said they’d return in 3 days to bury the new cable. It was 6 days & we were never contacted about the change. And this is only 10 days into using EarthLink.
October 16, 2025
Unprompted review
Reply from EarthLink
Hello John,
My name is Samantha with the Executive Relations Team, and I’m very sorry to hear about your recent experience. I understand your frustration regarding the automatic payment and the delay in having the cable buried.
For the payment concern, please understand per our terms that you agreed to having a card on file that would charge monthly. You can view these terms at https://www.earthlink.net/tcs/internet-service-agreement/.
As for the cable burial delay, I sincerely apologize that you were not contacted about the schedule change. We partner with local technicians for installations, and while delays can sometimes occur, you should have been notified. I do apologize that you were not notified properly of the schedule change.
I do apologize that you feel we broke our promises but EarthLink does make sure we are setting the expectations to our customers, however sometimes it is a lot to take in during the initial sale.
Samantha
Executive Relations Expert
There must be an easier process
I understand the need to rely on computer systems in this day and age however when something goes wrong and it's obvious that it was a mistake you need to have a system so that a customer can reach someone that has the ability to correct the issue and not have to go through loopholes in have them jump through all kinds of crazy phone calls before they can find their reach the executive office. Once the executive team found out about the situation they were very accommodating however the damage had already been done. Your systems need to have the ability to be reinstated without an entire process of doing a brand new install or having everything charged to a customer then everything has to be refunded. I would be more than happy to talk to someone about my situation. I was told when they shut my system off that they would not be able to turn it back on that everything had to be returned even though they realized it was a mistake. Instead of a computer just flipping a switch and turning it back on we went through an insane process of me being sent through every different executive office on this earth. Once the executive office found out about my situation they indeed did just turn the system back on. My system was turned back on within minutes however we had already ordered a new router and set up a new installation date. Now I had to go through the process of shipping back the new router once I received it. I've sent the router back over 6 days ago and I'm still receiving emails threatening to charge me $300 if I don't send the unit back. Please contact me at 201-779-1547.
September 30, 2025
Unprompted review
Reply from EarthLink
Hello Curtis,
Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you went through. We completely understand how discouraging it can be to deal with a system error and the extra steps it caused. While we’re glad our Executive Relations Team was able to step in and resolve the issue quickly, it’s clear the process should have been much smoother from the start.
I will be reaching out to your regarding the modem fee you were sent those emails because we sent you another modem, so the old one needed to be returned and because it has not been returned we are sending reminders. Once we receive the router you will no longer get those emails.
Samantha
Executive Relations Expert
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.