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Earthlink, Inc. complaints

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980 Hammond Drive, Suite 400
Atlanta, GA 30328-6161 | Get Directions

http://www.earthlink.net

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Total Amount in Dispute:
$2,656.00

Total Amount Settled:
$195.00

Complaint Experience

85%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

20 complaints against Earthlink, Inc. closed in last 3 years.

Complaints	Type of response
4	Making a full refund, as the consumer requested
1	Making a partial refund
7	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
3	Unanswered

20 complaints against Earthlink, Inc.

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5/4/2026

RESPONSE: Complaint was not answered Amount in Dispute: $14.00 Amount Settled: $0.00

Customer Complaint

4/8/2026

I have a month to month enail account with Earthlink. I have sent a written request to cancel their service. They have acknowledged it and given me their case # 2045113651. They refuse to cancel and continue to charge my credit card $13.95 per month stating that I must send them a photo of myself and an I D, like a passport or other kind. I have been told it is dangerous to send IDs. I have had the account for 20 years. (I never gave photos or IDs when I took the service backbin 2005) I am 75 and sick and no longer require this service and even $13.95 affects my monthly budget. Can you help me? I Resolution Sought Cancel the service and quit charging my credit card

2/18/2026

RESPONSE: Complaint was not answered Amount in Dispute: $359.00 Amount Settled: $0.00

Customer Complaint

1/23/2026

In September of 25 we requested Frontier to come out and upgrade us to a 5G internet, they sent a frontier guy out in a frontier truck he went outside did what he was supposed to do supposedly next thing you know we're getting calls from a company called EarthLink who we never spoke to we don't know who they are we didn't know where they were located we didn't sign a contract with them we had no dealings with them at all so we called back Frontier told them to fix the situation we did not sign up with EarthLink put us back to Frontier they said it was all taken care of we called EarthLink they now are trying to charge us a $359 early disconnection fee for something that was supposedly connected for maybe 5 minutes and we never had any dealings with EarthLink we did not sign up with them Frontier put us with them we didn't sign a contract nobody asked our permission and now they're they've sent us Collections and they want $359 we have tried to resolve this since September of last year and we still cannot get it resolved they called again today the collections company stating they want the $359 Resolution Sought My desired outcome would be for them to take us out of collections wipe out that $359 early disconnect fee because we never signed up with them we did not sign a contract we did not speak to them we had no dealings with them at all Frontier did, and we continue to call them and they refuse to take care of it so I need this resolved because it's going to mess up my credit for something I had nothing to do with thank you

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