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
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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.
Professional
Professional, caring and courteous service. Representative understood the question and resolved it very well effectively.
September 19, 2025
Unprompted review
Reply from EarthLink
Hello William,
We’re glad to hear our representative provided professional, caring, and courteous service, and that your issue was resolved effectively. We appreciate your feedback and look forward to continuing to support you.
Samantha
Executive Relations Expert
A bill came up too fast after hooking…
A bill came up too fast after hooking up service and I don’t think that’s fair to send somebody a bill four days after getting service is diabolical and it’s wrong because people don’t have money like that we should be allowed to least enjoy the service for a month before Bill comes out
September 17, 2025
Unprompted review
Reply from EarthLink
Hello Angela,
I completely understand your frustration regarding the billing charge after installation. Please note that we send a confirmation email prior to installation that explains billing will begin once the service is installed.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello Quintin,
We’re happy to hear you had a great experience! Thank you for sharing your feedback
Samantha
Executive Relations Expert
The installer guy was very friendly and…
The installer guy was very friendly and kind and he got it done quickly and he was able to answer my questions!
September 12, 2025
Unprompted review
Reply from EarthLink
Hello Lisa,
We’re so glad to hear your installer provided quick, friendly service and was able to answer all your questions! Thank you for sharing your experience—Welcome to EarthLink!
Samantha
Executive Relations Expert
They are horrible and money hungry
They are horrible at understanding, they charge so much for no reason I had my service on Sept 3 by the sept 5 it was disconnected for non-payment even though I was told that my service would be in good standing for 30 days. lies!!!!! and now they're saying I have to pay 121 they are the worst no one is willing to help worst company ever will not recommend to anyone ever
September 5, 2025
Unprompted review
Reply from EarthLink
Hello,
I am sorry you did not have the best experience. The only service that we have that is covered for 30 days with no penalty is our added services. Our internet is charged once the installation is completed which we advise during the sale and then we send a reminder in an installation email that the first month will be charged at the time of installation.
As for the payment we do have a grace period and if the payment is not paid then the account will suspend and there will be a reactivation fee charged. Again, I apologize if there was a misunderstanding regarding our service cost as well as billing.
Samantha
Executive Relations Expert
Technician was amazing Fast and on time
September 10, 2025
Unprompted review
Reply from EarthLink
Hello Scott,
Thank you for your feedback. We’re glad your technician was fast, on time, and provided great service!
Samantha
Executive Relations Expert
Reply from EarthLink
Hello Twana,
That’s exactly what we aim for—simple and convenient!
Samantha
Executive Relations Expert
Good customer service÷=/__/÷!
Excellent customer service, price could be better for our senior citizens. Overall the company is very good customer service and professional. 7th
September 2, 2025
Unprompted review
Reply from EarthLink
Hello Erms,
We truly value your feedback regarding pricing for seniors and will be sure to share it with our team. We’re glad to know you find our service professional and reliable.
Professional & concise:
Samantha
Executive Relations Expert
Our experience with EarthLink
To start with we had an appointment earlier but no one showed or told us they wouldn’t be coming. They kept saying I’ll be there soon and we waited from 10 AM till 7 PM and the no-show!! But then the next week.a very nice installer named Evan came at 8am. Very polite and hard-working and it took a full day from morning til 7 pm. But all the wires exposed and his equipment still hooked up to the wires and our garden cabinet. We reported this but it’s still there. Our Internet is strong and we’re happy with that.
September 8, 2025
Unprompted review
Reply from EarthLink
Hello Leo,
We sincerely apologize for the missed appointment and the long wait you experienced—that’s not the level of service we strive to provide. I’m glad to hear that Evan was able to get you connected and that you’re happy with the strength of your internet.
As for the wires please attach pictures and send an email to earthlinkdr@earthlink.net so we can pass this on to the vendor.
Thank you for sharing both the challenges and the positives with us—we truly value your feedback.
Samantha
Executive Relations Expert
This Feels Like a Scam
I ordered service and received a modem that never connected. I returned it and was sent another modem that would not connect. I was told I would receive a return label to send it back and that my fees would be refunded. Now, 2 months later, Earthlink attempted to charge my card $428. I have requested the return label 4 times and was assured it was emailed (2 different emails and it never arrived at either, was told to wait 2 weeks for snail mail and it never arrived). So far have logged 5 hours on the phone/computer trying to return a modem and get my fees refunded.
I did finally receive a return label by contacting Samantha from this site. Now to wait even longer for the $139 refund.
July 29, 2025
Unprompted review
Reply from EarthLink
Hello Julie,
I have been working with you and sent you a 2 emails with the return label attached to it. If you are you are not getting the label through your email then there could be something that is preventing it from downloading. Since you have had this issue I have requested to have a label sent to you through the mail. Please be advised that this process does take longer so it could be up to seven business days before the label arrives.
Samantha
Executive Relations Expert
I had started with a great setup and…
I had started with a great setup and services, I was not told I need to make payment before the 30 days. I called to make arrangement and was told they could not. So that is why I give it 1 star because the lack of communication and we do work from home.
September 16, 2025
Unprompted review
Reply from EarthLink
Hello,
We’re happy to hear your service started off well. However, we’re truly sorry for the confusion and frustration regarding billing and payment arrangements. Clear communication is very important—especially when reliable service is needed for working from home—and we apologize this wasn’t handled better.
Samantha
Executive Relations Expert
now your internet provider options before you purchase
It's a little confusing when a Verizon tech shows up to install another companies product (Earth Link). The Verizon tech connected the fiber line from the local pole to the interface connection at the house. I was then waiting for someone from Earth Link to arrive and make the final connection to the router. That never happened. I had to make a least five telephone calls to EarthLink to get an answer for the final hook-up. For some reason every representative had to transfer me to some one else for an answer. The rep kept saying use the Ethernet cable that came with the kit. That cable is only four feet long, and the interface panel is outside the house . Eventually, the rep stated that they would have Verizon come back the next day to make the final connection to the router that is approximately thirty feet away. It is my opinion that Earth Link is out of touch with basic internet installation basics. In addition, I did find out that Verizon is available in my zip code at about 15% cheaper with no contract.
September 8, 2025
Unprompted review
Reply from EarthLink
Hello,
Although we had a third party vendor to come out to install which is because we do not have technicians in your area so we rely on other vendors for this support. Even if they are installing you are getting EarthLink internet. While the technician was installing they should have made sure everything was installed and at least one device was able to connect. As was done when they came back!
We also regret the difficulty you had in reaching a resolution after multiple calls.
Samantha
Executive Relations Expert
Reply from EarthLink
Hello Ivory,
We’re so glad to hear you’re happy with our service.
Samantha
Executive Relations Expert
Excellent customer service
Excellent customer service. Very polite and professional installer.
September 5, 2025
Unprompted review
Reply from EarthLink
Hello Faye,
Thank you for sharing your experience! We’re glad to hear our installer was polite and professional, and that you received excellent customer service. At EarthLink, we work hard to provide the best experience possible, and it’s great to know we met your expectations.
Samantha
Executive Relations Expert
Friendly serice and helping me with a…
Friendly serice and helping me with a more affordable internet plan.
August 29, 2025
Unprompted review
Reply from EarthLink
Hello Stanton,
We’re happy to hear you had a friendly experience and were able to find a more affordable internet plan. Thank you for choosing EarthLink—we’re glad to have you as a customer!
Samantha
Executive Relations Expert
i was lied to when getting service was…
i was lied to when getting service was told no fees at all got the service on the 1st by the 4th service was interrupted called and was told that there was an installation fee. The person that helped me get service or the tech told me of this fee. if i was told this upfront i wouldn't have ran into the problem at all.
September 4, 2025
Unprompted review
Reply from EarthLink
Hello,
We sincerely apologize for the frustration you’ve experienced. At the time of sale the sales team quotes what fees they know but certain ones like state taxes and fees we do not because that is not something we have on hand. We understand how upsetting it is to be surprised by unexpected charges, especially so soon after installation, and we do inform of this charge in the installation email prior to the install so there is no shock once the fee is charged.
Samantha
Executive Relations Expert
The technician was fabulous
The technician was fabulous. All went well and I have great service
August 22, 2025
Unprompted review
Reply from EarthLink
Hello Susan,
That’s wonderful to hear! We’re so glad your installation went smoothly and that you’re enjoying your service. Thank you for sharing your positive experience.
Samantha
Executive Relations Expert
I liked Johnathan on phone call when I…
I liked Johnathan on phone call when I signed up but when I called back I got Cody and the call was good but what I did not like was being told I was getting fiber optic and when att came to install I was told fiber optic isn’t available here and it’s copper.
September 2, 2025
Unprompted review
Reply from EarthLink
Hello Christina,
Thank you for the feedback. I do apologize there was confusion regarding the service that was being offered with Jonathan. He does advise that the service is fiber based and that the highest speed would be 75Mbps. Kody advised this speed multiple times and there were no issues regarding the speed that was stated on the call.
Samantha
Executive Relations Expert
I would give 0 stars if it was an…
I would give 0 stars if it was an option. Absolute horrible experience, they lied about having unlimited data and didn’t state they would cap you out and lower your internet speed once you surpassed 300gb. They had an option to purchase more. When trying to cancel services it took 2 weeks and 2 emails being sent to the CEO to get someone to cancel services. After services were cancelled a return label was never sent and we were charged $400 for their errors. Then when calling to fix the issue they lied about refunding the money once the router was shipped. Do not recommend EarthLink for any services they offer.
September 7, 2025
Unprompted review
Reply from EarthLink
Hello Angela,
I’m sorry you were not properly informed about how our wireless internet works. Please send an email to earthlinkdr@earthlink.net
with my name, Samantha, in the subject line. I would like to review your account so we can arrange the modem return and issue a refund for it.
Samantha
Executive Relations Expert
Great experience
The tech was able to get us switched over in a short amount of time and made sure everything was working properly before leaving. He was very professional and made this one of the best experiences we had for transferring to a new service.
August 28, 2025
Unprompted review
Reply from EarthLink
Hello Donna,
We’re so glad to hear that your technician provided a smooth and professional installation experience. Thank you for sharing your feedback — we’re happy to know your transition to EarthLink was such a positive one, and we look forward to continuing to provide you with reliable service
Samantha
Executive Relations Expert
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