Earthlink Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Earthlink customer service, archive #1. It includes a selection of 20 issue(s) reported June 13, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have been an Earthlink customer for over twenty years. I usually pay my account annually. However, the problem is that Earthlink only allows monthly payments online. I searched everywhere to find a phone number for Earthlink billing. I am prepared to make a payment, but the representatives are requesting a password, which seems unnecessary for payment. I am frustrated that I cannot make an annual payment online. Please consider adding this option online to avoid further issues. I did not make the payment due to the manager's refusal to accept the money. It is unnecessary to require passwords for payments; they should only be needed for account information. Kindly address this matter promptly before my account becomes delinquent and is closed. Earthlink bills me monthly, but a check of the payment records would show my history of annual payments. It would be more convenient to bill me annually so that I can pay online. I have been a loyal customer for many years, and the billing process has been problematic without any improvements.
Reported by GetHuman-medflow on Mittwoch, 13. Juni 2018 15:04
My name is Maureen M Shepherd, and I am reaching out from New Zealand regarding the closure of my late husband's, Robin Shepherd, EARTHLINK account. I have finalized saving his important contacts and am looking to close the account promptly. Unfortunately, I couldn't find a contact number for international callers to reach EARTHLINK. To confirm, please acknowledge receipt of my request and actioning on it. You can reach me at my email [redacted] You may also contact me via call or text on my New Zealand iPhone at 07 [redacted], or leave a message on my California number, [redacted]. If I don't hear back, I will discontinue the monthly credit card payments. Thank you, Maureen M Shepherd.
Reported by GetHuman-mms_rs on Donnerstag, 27. Juni 2019 03:18
I have been receiving a lot of suspicious spam emails with at the end of them. I would like to block the domain to prevent further messages. Here is a sample of the emails: - M͏u͏z͏z͏y BBC from [redacted] - Na͏t͏u͏r͏a͏ISe͏r͏u͏m from [redacted] - SmartView TV from [redacted] - HSV E͏r͏a͏s͏e͏r from [redacted] - Ul͏t͏i͏m͏a͏t͏e͏Gu͏t͏De͏t͏o͏x.͏c͏o͏m from [redacted] Additionally, more spam emails with similar tags are urging me to buy various products and services. I want to put a stop to these messages. Thank you.
Reported by GetHuman4645873 on Mittwoch, 15. April 2020 15:22
I recently moved into a new apartment and signed up for Earthlink's internet service over 3 months ago. During the installation, a grounding issue caused a delay which had to be fixed by the property manager. After multiple attempts to have the wiring fixed due to safety concerns, and a lightning strike damaging the router, the service continued to have unresolved issues. Despite several calls and promises of a new router, I faced delays and confusion with the orders. Eventually, after a month from the lightning strike, the technician provided a new router. Feeling frustrated with the ongoing problems, I decided to cancel the service and was charged a $[redacted] early cancellation fee. While initially accepting it to end the ordeal, I would appreciate a reduction in the fee due to the numerous unresolved issues I faced over the past 3 months.
Reported by GetHuman-naomian on Dienstag, 27. Oktober 2020 22:41
I am having trouble accessing my account after being disconnected from a chat with an agent. Here is a transcript: You are now chatting with Alex P. Alex P at 11:44, May 4: Thank you for contacting Earthlink Chat Support! Can we start by getting your name, please? Paulie (Paulette) Grover Alex P at 11:44, May 4: Hi, Paulie. How can I assist you today? I suddenly cannot access my email account or change the password. Alex P at 11:47, May 4: I understand your issue. Can you provide your Earthlink email address or registered phone number for me to verify your account? [redacted] Alex P at 11:49, May 4: Thank you for the information. In order to assist you further, I need to verify your account. May I have the Mother's Maiden Name of the Primary Account Holder? Bilbrey I hope this helps clarify the situation.
Reported by GetHuman6031978 on Dienstag, 4. Mai 2021 19:08
I am having trouble accessing my email account as it keeps saying my email or password is incorrect. I was in a chat with an agent named Alex P, but we got disconnected. I have a copy of the conversation if that helps. My email is [redacted] and I believe my mother's maiden name for verification is Bilbrey. My correct phone number is [redacted]. I would appreciate any assistance in resolving this issue. Thank you.
Reported by GetHuman6031978 on Dienstag, 4. Mai 2021 19:13
Issue: Experiencing intermittent outages with Earthlink as a new customer. Problems began on May 9 and have persisted for the last six days. Despite calling Earthlink for five consecutive days, the issue persists. AT&T technicians have provided guidance on what should be communicated to Earthlink for a work order, requesting an upgrade to the "bonded pair" due to being at the end of the line. However, Earthlink has repeatedly sent incorrect work order information for three consecutive days. This situation reflects poorly on new customer satisfaction and cost-effectiveness for both companies. It appears that Earthlink's technicians and those handling work orders for AT&T lack sufficient training. Resolution: Requesting to be switched to AT&T due to Earthlink's failure in resolving the issue. With over 35 years of experience in the telecommunications industry, including a tenure at Sprint Wireless for 15 years in Field Operations, and extensive training experience, the subpar service received from Earthlink is disappointing.
Reported by GetHuman6078209 on Montag, 17. Mai 2021 13:53
Regarding my recent experience with intermittent outages as a new Earthlink customer, I encountered problems starting on May 9th that lasted for six days. Despite reaching out to Earthlink for assistance for five consecutive days, the issues persisted. AT&T's technicians provided valuable advice on how to request an upgrade to a bonded pair due to my location at the end of the line. However, Earthlink's customer care team was unable to process this information correctly, leading to repeated work orders with the wrong details being sent to AT&T. This lack of coordination reflects poorly on both companies and does not contribute to a positive new customer experience or cost-saving measures. Given the challenges faced, I believe switching to AT&T may be a more reliable option. With over 35 years of experience in the telecommunications industry, including a tenure at Sprint Wireless for 15 years, I have a strong background in customer service and troubleshooting. It is disappointing to experience such difficulties as a new customer, especially given my expertise in the field.
Reported by GetHuman6078209 on Montag, 17. Mai 2021 14:11
Dear Earthlink and AT&T corporate offices, I am reaching out to address a recurring issue with my new internet service. Despite contacting Earthlink multiple times over the past week regarding intermittent outages, the work orders submitted with their incorrect information have not resolved the problem communicated by the knowledgeable AT&T technicians. As a seasoned professional with extensive experience in the telecommunications industry, I understand the importance of effective communication and training for customer care representatives and technicians. In light of these ongoing challenges, I am requesting to be switched to AT&T due to the unsatisfactory experience with Earthlink. Having worked in the field for over 35 years, including a significant tenure at Sprint Wireless, I believe that a switch to AT&T will provide a more reliable solution. I have encountered similar customer service issues in the past and value efficient and effective resolution. Thank you for your attention to this matter. Sincerely, [Initials]
Reported by GetHuman6078209 on Montag, 17. Mai 2021 14:22
I am having trouble accessing my account. Every time I try to sign in, I receive an error saying my email or password is wrong. I've been using Earthlink Chat for the past week but have had to repeat my issue multiple times to different technicians. Earthlink seems to lack accountability and no one is willing to resolve my problem. Despite my attempts to escalate the issue to management, I have had no success. I am currently out of town and unable to check important messages due to Earthlink's malfunction. After being a loyal customer for 15 years, I am considering switching to a different email provider. I urgently need assistance to regain access to my email account as I am running out of patience with Earthlink. Bogus.
Reported by GetHuman-fnwpost on Freitag, 18. Juni 2021 16:35
I had a distressing experience with Earthlink technical support yesterday. They upset my wife by insisting she read the small serial number on our WiFi router, which was impossible due to her cataracts. As I'm bedridden, I couldn't do it either. Despite the representative knowing our situation, they did not address our main concern - the extremely slow internet speed of about 1 mbps, making it nearly unusable. We chose Earthlink due to slow in-house WiFi at our assisted living facility, which was resolved in April with speeds now at [redacted] mbps. We also have yet to receive any follow-up regarding our inquiry about Lifeline discounts made over a month ago. We currently pay approximately $70 a month for a service we no longer require. Our preferred solution is to cancel our subscription immediately without any penalty. If this isn't possible, we will not renew our subscription in January. Thank you. Sincerely, Michael N., husband of M. F. Account Details: Account Holder: M. F. Account Number: [redacted] Service Address: [redacted] Garnet Way, Upland, California [redacted] Security Answer: Fried Green Tomatoes
Reported by GetHuman6715965 on Sonntag, 17. Oktober 2021 11:41
I am Helen Borel, a busy individual requesting immediate assistance with changing my Earthlink password. My current password, which has been my grandson's name, is not being accepted. I tried using my late mother's maiden name, Solomon, which was also rejected. My office phone number is [redacted]. Please address this issue promptly before I consider switching email services. Dr. Helen Borel
Reported by GetHuman6855777 on Dienstag, 30. November 2021 01:28
I have been informed that Earthlink will be discontinuing our DSL internet service after Jan 7, [redacted], due to our plan's discontinuation. As loyal customers, we wish to continue with Earthlink. I reached out via text at [redacted], but the customer service representative was unhelpful. We are interested in Earthlink's 30 Mbps, 50 Mbps, or 80 Mbps plans, unsure if these are DSL or fiber optic. Earthlink offered free installation, no monthly modem fee, and to keep our premium email account, all of which we wish to utilize. Seeking guidance on the best way to contact Earthlink for plan changes, as we have had challenges with phone support. Earthlink Chat seems unavailable, and we prefer written communication for clarity and accuracy. Thank you for your help.
Reported by GetHuman6908830 on Montag, 13. Dezember 2021 22:41
We recently received a notification that our DSL internet service with Earthlink will be discontinued after January 7, [redacted]. As loyal customers of Earthlink, we want to continue with their services. Unfortunately, when I reached out to Earthlink via text at [redacted], the customer service representative was not able to assist me. We are interested in either the 30 Mbps, 50 Mbps, or 80 Mbps plans that are available. Given the discontinuation of our current service, we were also informed about the offer of free installation, no monthly modem fee, and retaining our premium email account.
Reported by GetHuman6912029 on Dienstag, 14. Dezember 2021 19:21
I keep receiving notifications that my disk space is full despite deleting messages in webmail. The storage goes back up to [redacted]% shortly after reducing it to around 40%. I am certain I removed messages as I went from [redacted] to around 80 pages in my deleted folder. Can someone explain what's causing this issue? Additionally, I am having trouble accessing my webmail due to an "Error! Incorrect email address/password" message, even though I am confident the login details are correct. I am unable to use the "forgot password" option as I can't receive the email response due to the disk space problem. Lastly, I am struggling to delete all messages in the deleted box on webmail at once. Currently, it seems I can only delete them one page at a time. Is there a way to select all messages simultaneously?
Reported by GetHuman-vkirkwoo on Donnerstag, 16. Dezember 2021 17:12
Earthlink is discontinuing the DSL ISP/email plan in our area, and we are transitioning to a new provider. Despite this change, we are hoping to retain our Earthlink email address. Seeking advice on how to reach out to Earthlink to facilitate this process. Prefer written communication for clarity and documentation purposes. Unfortunately, the online chat is no longer an option with Earthlink. I have attempted to contact [redacted] for assistance, but it has not been helpful.
Reported by GetHuman6938691 on Dienstag, 21. Dezember 2021 20:03
I cannot access my Earthlink account anymore. A large file from a former student in another country, written in a different language, got stuck in my inbox. I moved it to the trash, but it caused my system to freeze, preventing me from emptying the trash. I reached out to customer service twice, but they insisted on calling me back on my old android phone, which I haven't used for a while. I provided them with my new number, but they refused to call me on it and did not offer any assistance.
Reported by GetHuman6967122 on Donnerstag, 30. Dezember 2021 13:31
I attempted to cancel my account over the course of 2 days before the 30-day trial ended. The process was challenging as I dialed around 5 different numbers only to be directed to the same operator each time. Subsequently, I was left on hold for lengthy periods, lasting between 30 to 50 minutes. Frustrated by the unresolved attempts, I explored contacting other departments like "Billing," where I swiftly connected with a representative within 3-5 minutes. Despite my efforts, today marks the 30-day deadline, and to my disappointment, it seems the company is less responsive when it comes to cancellation requests.
Reported by GetHuman6968868 on Donnerstag, 30. Dezember 2021 20:05
When I signed up for the service, I was assured that my bill would never exceed $22. However, I have been consistently charged over $55 every month since I started. Despite numerous calls, no action has been taken to resolve this issue. I have not received any service for 8 months, as verified by your tech group. I have found a provider that offers pricing suitable for low-income, homebound individuals, unlike EarthLink. I am requesting that my billing be corrected, and auto payments for a service not provided for 8 months be stopped. If this billing and service termination issue is not promptly resolved, I will escalate my complaint to the NY Attorney General. It is unacceptable to mistreat low-income, disabled individuals in this manner.
Reported by GetHuman7122222 on Montag, 14. Februar 2022 22:07
I signed up for high-speed internet with AT&T but have faced several issues with the installation process. Despite two unsuccessful attempts where they arrived at 8 am when I was at work, causing delays, the third scheduled appointment between noon and 2 pm today has not been honored. Due to my upcoming hospitalization for surgery next week and subsequent recovery at home for two weeks, I'm unable to reschedule. I've spent over 1.5 hours on the phone with Earthlink trying to rectify this. I ask for the cancellation of the installation without any negative consequences. Thank you, LuAnne K. Please contact me via email for further communication as my landline does not support texting.
Reported by GetHuman-tazwil on Freitag, 25. Februar 2022 20:48

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