Earthlink Customer Service Issues

I've written a detailed complaint. Reviewing other customer feedback, I notice similar issues. Please improve your services. My experience with EL has been extremely disappointing. I will be switching to another provider. Spending six hours trying to get help I've paid for is unacceptable. The customer service at EL is the worst I've ever encountered. After over 20 years, I'm deciding to leave. I will express my dissatisfaction on Google and social media. I am canceling today's payment. I already have a Google account and I plan to transfer my website promptly. EL is not meeting my expectations.

I have only been with Earthlink for 7 months. I work from home, and yet again, my Internet is out. This is the 4th router I have had to replace since starting with your service. It's frustrating because every router needs to be replaced, and I'm out of work for 8-10 days each time. The internet issues are causing me financial loss as I can't work and earn my usual hourly rate. I used to receive monthly bonuses of $[redacted].00 to $[redacted].00 but haven't received any since joining Earthlink. I've had to use up all my vacation and wellness time waiting for replacements. Contacting supervisors is useless; they hang up on you claiming disconnection. The staff's incompetence is astounding, and the lack of ability to reach corporate is frustrating. The constant internet problems might lead me to seek legal assistance as it has cost me money and may jeopardize my job.

I was informed the day before yesterday while signing up that the cost would be $79.79. I specifically asked the representative three times about the due date for the bill based on the [redacted] plan I signed up for. I was informed that the bill would be $90 in one month. Today, when I inquired about the modem delivery, I spoke with a representative named James. James attempted to charge me an extra $16 for a modem that was already approved for shipment and wanted to charge an extra $26 for a smaller plan. When I tried to point out the discrepancy to James, he refused to transfer me to a supervisor or provide the supervisor's name. I would like someone from the corporate office to clarify the terms and conditions of the plan and modem that were agreed upon.

Earthlink/IGC provides email service for my accounts using Microsoft Outlook and Apple Mail. I recently upgraded to a new Macbook Air and transferred my data from my old one. Everything moved over smoothly except for my email settings, which are now mixed up. I suspect there might also be an issue with I-Cloud. I would appreciate it if you could assist me in resetting these settings. Donald Lazere [redacted]

I am concerned about the security of my Earthlink email account. I have received messages prompting me to change my password, which I haven't updated in years. However, whenever I try to reset the password, it indicates that it has been used before and won't let me proceed. I would appreciate assistance with accessing my Earthlink email. If necessary, I can be reached at [redacted]. I would like to avoid changing my password, but if it's required, I would prefer to receive a temporary password that Earthlink will recognize and allow me to reset. Thank you.

I recently contacted EarthLink to order internet service. After being transferred to a customer service representative, I was given information about a camera and alarm device linked to the internet; however, I was unaware it was through ATT. Due to the inability of your representative to successfully set up the internet service, I decided to cancel my agreement. Transitioning to the ATT network has been problematic, unlike my previous experience with Comcast Xfinity. There is a lack of communication causing dissatisfaction with the service. The technician scheduled to visit me today did not show up, increasing my frustration. I am now seeking guidance on returning the camera and alarm system as I am unable to install it properly. I am struggling to receive instructions on how to cancel the service and obtain a return label. If further information is needed, please contact me at [redacted]. Thank you.

Today, I signed up with EARTHLINK and was misled by a representative. I was told that the 45 Mbps fiber optic internet would surpass my current Xfinity connection. However, after speaking with my IT technician friend, I realized I need at least [redacted] Mbps for online gaming, and he has 1 Gbps. Feeling deceived, I attempted to cancel but was told a technician needs to come for installation. When I reached out again, I was informed that it's pending. Another representative mentioned only two speed options in my area, 45 Mbps being the highest. I was promised faster internet than Xfinity, but 45 Mbps falls short of what I require for gaming.

I contacted EarthLink on Monday regarding my slow internet speed, which is affecting my TV's apps. Despite having a good signal due to a repeater, it seems the speed of information transmission is the issue. EarthLink indicated that I have their fastest speed, but a technician from another company found it to be slow and recommended a new wireless modem. EarthLink promised to ship it the same day, but it has been four days, and I have received no update. This delay is frustrating.

I received a potential threat regarding the cancellation of EarthLink services. Here is a copy of the message: _______ My Account | EarthLink Support Your EarthLink service will be canceled in 48 hours. Hi, It appears that your EarthLink payment card has been declined or reported stolen by the bank. To prevent deactivation of your Webmail, TV, and Cable services, please update your payment method within the next 48 hours. If you no longer wish to use EarthLink services, you may disregard this message. Thank you, Everyone at EarthLink Manage your account using the myEarthLink app, accessible on any device. For assistance, visit our help center or contact us at [redacted], 9:00 a.m. to 9:00 p.m. ET, 7 days a week. Please note that this email is for service-related matters and should not be replied to as it is not monitored. You may not unsubscribe from transactional emails while an EarthLink customer. Any marketing emails will contain an unsubscribe option. © [redacted] EarthLink, LLC. All rights reserved. [redacted] Hammond Dr NE, Ste [redacted] Atlanta, GA [redacted] -

I recently corresponded with someone named Pearl via email regarding my lack of 24/7 daily service. Pearl suggested setting up a service account for extra payment. If the issue cannot be resolved without more payment, I will seek a provider that offers round-the-clock service without additional costs. Regards, Mary M.

For approximately 15 minutes out of each hour, day or night, my Earthlink internet service is consistently unreliable. This issue has been worsening over the past six months. When I'm in the middle of my article research, the connection drops, indicating that I am not online. I am forced to endure at least a 5-minute wait each time this occurs. Often, within a few minutes, I experience the same disconnection repeatedly, sometimes happening as frequently as 35 to 40 times within an hour. The inconsistency of Earthlink's service has become intolerable for me. If this problem cannot be resolved, I will need to look for an alternative provider.