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 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I think EarthLink is a good investment…
I think EarthLink is a good investment the service is great so far. I haven’t had it long but so far so good
22 January 2026
Unprompted review
Reply from EarthLink
Hello Sharon,
I am happy to hear that your experience with EarthLink has been great so far. We truly appreciate your confidence in our service, and we hope it continues to meet — and exceed — your expectations as time goes on.
If you ever have questions or need assistance, we’re always here to help. Thank you for choosing EarthLink!
Samantha
Executive Relations Expert
Great quality work
Great customer service very punctual and great quality work thank you very satisfied
17 January 2026
Unprompted review
Reply from EarthLink
Hello Sandra,
I am happy to hear you had a great experience and that our team was punctual and delivered quality work. Your satisfaction truly means a lot to us—thanks for choosing EarthLink!
Samantha
Executive Relations Expert
Install was great
Install was great. Guys even took time to clean all connection on telephone pole. Major improvement across the board. Thank you.
14 January 2026
Unprompted review
Reply from EarthLink
Hello Leslie,
I am happy hear the installation went smoothly and that the team took the extra time to clean up the connections on the telephone pole—that kind of attention to detail really matters. I am also happy you noticed a major improvement across the board. Thank you for your feedback and your trust in EarthLink!
Samantha
Executive Relations Expert
Technician was on time and finished at…
Technician was on time and finished at a timely manner
17 January 2026
Unprompted review
Reply from EarthLink
Hello Joy,
I am happy to hear the technician arrived on time and completed the installation efficiently. Thank you for taking the time to share your experience and choosing EarthLink.
Samantha
Executive Relations Expert
I would have gave you a five stars…
I would have gave you a five stars because the service was great but your bill is cycle is messed up you're always scam 3 days that I had the service I get a bill for$94 in the representative this time me up then I will get a bill within a month
11 December 2025
Unprompted review
Reply from EarthLink
Hello Regina,
I am happy to hear you were happy with the service itself, but I am sorry for the confusion surrounding your billing cycle, as I can understand how frustrating that could be.
The first bill is often higher than expected because it may include partial charges for the initial days of service, the first full month, and applicable taxes or fees. This can sometimes make it appear as though you were billed too quickly or for more than one month. I regret if this was not clearly explained at the time of setup.
I appreciate you bringing this to our attention, as feedback like yours helps us improve how billing details are communicated.
Thank you again for choosing EarthLink, and we hope to provide a better overall experience moving forward.
Samantha
Executive Relations Expert
Completely incompetent!
Completely incompetent!
Had to try AT&T ALSO AWFUL!!!!!!
have signed up with Verizon because theirs is the modem left by your guys or concast or AT&T or someone.
Please cancel my service and do not bill me as I was never able to use you
15 January 2026
Unprompted review
Reply from EarthLink
Hello James,
I’m very sorry to hear about your experience and understand how frustrating this situation must have been. That is certainly not the level of service we aim to provide, and we regret that you were unable to successfully use the service.
For account security and verification purposes please give us a call so we can assist you with canceling your account.
Samantha
Executive Relations Expert
Earth Link
Earth Link was installed professionally. Very easy to connect to WiFi. I have had no problems would definitely recommend
23 January 2026
Unprompted review
Reply from EarthLink
Hello George,
It’s great to know you’ve had a problem-free experience so far—that’s exactly what EarthLink strives for. I appreciate your recommendation and your trust in our service.
If you ever need assistance or have questions in the future, we’re always here to help. Thanks again for choosing EarthLink!
Samantha
Executive Relations Expert
Very disappointed
I’ve had nothing but trouble with this company. Everything went smoothly at first but after I received my first bill there were extra charges on there and I couldn’t get them to take them off. The price is good if they would stick to it.
20 January 2026
Unprompted review
Reply from EarthLink
Hello Shannon,
I’m sorry to hear about your experience. While I’m glad things initially started smoothly, I completely understand how frustrating it can be to see unexpected charges on your bill and then have difficulty getting them resolved. Pricing transparency is important, and when it doesn’t come across clearly, it can understandably sour the experience.
I attempted to locate your account so I could remove any added services that may have been offered at the time of sale. Unfortunately, I was unable to locate your account with the information available.
Please send an email to earthlinkdr@earthlink.net, and our team will be happy to assist you with reviewing your account and removing any added services as needed.
Thank you for bringing this to our attention, and we look forward to resolving this for you.
Samantha
Executive Relations Expert
Installed fast and internet worked well…
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.
17 January 2026
Unprompted review
Reply from EarthLink
Hello James,
Thanks for sharing your experience. I’m glad to hear the installation was fast and that the internet worked well initially. It’s unfortunate the service went out, but I’m happy EarthLink was able to send a technician to replace the line. Since the outage was caused by a dog chewing through the cable, that’s an external issue rather than a service failure—but I understand how frustrating the downtime can still be. I hope your connection has been stable since the repair.
Samantha
Executive Relations Expert
It took a little while for the…
It took a little while for the technician to upgrade our fiber internet. But, for the most part, the SSID settings transfered over to the new Modem and we were up and running just like before (except faster)
6 January 2026
Unprompted review
Reply from EarthLink
Hello Claude,
Thank you for your patience during the fiber upgrade process and are glad to hear that, overall, everything went smoothly. It’s great that your SSID settings transferred successfully to the new modem and that you were able to get back online quickly—now with improved speeds.
We value your feedback and are happy to know the upgrade delivered a better experience. Thank you for choosing EarthLink!
Samantha
Executive Relations Expert
Abysmal Support and Customer Service
I recently decided, big mistake, to try out Earthlink. The sales person insisted that I would be getting 5G coverage in my area, and even went as far as to say that Tmobile would be much worse. I get the 5G modem today, and it only has 4G connectivity. I talked to an agent over chat, and they said that if the light is only displaying 4G that is all I have in my area. That's not what I paid for!
I have been waiting for over an hour for phone support with nothing. It was clearly a big mistake to set anything up with this company.
17 January 2026
Unprompted review
Reply from EarthLink
Hello Timothy,
I am sorry to hear about your experience and understand why this situation is frustrating. I apologize if the information provided during the sales process did not align with the service available at your location.
EarthLink’s wireless service depends on network coverage in the area, and while 5G equipment is provided, actual connectivity is determined by local signal availability. If the modem is indicating 4G, that does mean 5G coverage is not currently accessible at your address—however, I understand that this is not what you were led to expect, and we regret that discrepancy.
I also apologize for the long wait time when attempting to reach phone support. That is not the level of service EarthLink strives to provide.
Samantha
Executive Relations Expert
Customer service is terrible
Customer service is terrible! After receiving a message from earthlink I clicked on the link and pay whatever is owed each month. After paying the bill they sent me this month, my services were turned off. They said I still owed 0.6 cent. I called and payed the 0.6 cent and nearly 24 hours later my services are still not on. I've called 3 or 4 times and get the same heavily accented lady each time and she hangs up on me everytime when I inquire about when my services will be back on. Then when trying to do the review at the end of the call the system hangs up before I can finish the review. The worse experience I think I've ever encountered with any type of utility service!
16 January 2026
Unprompted review
Reply from EarthLink
Hello,
I’m very sorry to hear about your experience, and I understand how frustrating this situation has been.
You did the right thing by paying the amount requested through the link provided, and it is unacceptable that your service was disconnected over a remaining balance of just a few cents. I also apologize for the continued delay in restoring your service after that balance was paid. A service interruption lasting this long, especially after payment has been resolved, is not acceptable.
I’m equally concerned to hear about your experience with customer support. Being disconnected during calls and not being able to complete a post-call survey is frustrating and should not be happening. Regardless of the issue, you should always feel heard and respected when reaching out for assistance.
This is not the level of service we aim to provide, and your feedback is important. We regret the inconvenience this has caused and appreciate you taking the time to share your experience.
Samantha
Executive Relations Expert
Zach I believe was his name
Zach I believe was his name. So professional and fast.
6 January 2026
Unprompted review
Reply from EarthLink
Hello Carrie,
Thank you for the kind feedback! I’m glad to hear Zach provided professional and fast service. Welcome to the EarthLink family!
Samantha
Executive Relations Expert
The installer showed up at assigned…
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 appropriate connection incterfaces, initialized the connection the connection is set up as decribed 120 mbps download and 120ish mbps upload the load runs our smart devices, with room to spare. i noticed a $3.00 plus tax admin/service fee added to my bill could not get an explanation for this charge, need to know!
27 December 2025
Unprompted review
Reply from EarthLink
Hello Kenneth,
Thank you for sharing your installation experience. I’m glad to hear that the installer arrived on time, completed the work as scheduled, and that your service is performing as expected with download and upload speeds consistent with the 120 Mbps plan. It’s also great to know your smart devices are running smoothly with capacity to spare.
Regarding the $3.00 administrative/service fee (plus applicable tax) that appears on your bill, I understand your concern. I apologize that you were unable to obtain a clear explanation previously. This charge should always be transparent and clearly communicated to our customers.
The administration is helps cover the cost of ongoing support and maintenance to ensure you receive the best service experience possible. Our goal is to continue providing reliable service and top-tier support whenever you need assistance. I do apologize this was not discussed during the time of sale.
Samantha
Executive Relations Expert
Unbelievable
Unbelievable, frankly. Ordered the service in an attempt to find better service over my local rural cable options, speeds just aren't sufficient. In trying to cancel, I have spent the last 3 hours with people on the phone. Same rep hung up on me twice. Lupita, if you're reading this, you're forever memorialized as the worst customer service rep in existence.
7 January 2026
Unprompted review
Reply from EarthLink
Hello,
I sincerely apologize that our agent, Lupita, disconnected your calls multiple times while you were attempting to cancel your service. This behavior is not aligned with EarthLink’s standards and is not something we support or condone.
Our agents are trained to provide respectful, professional assistance to all customers, regardless of the reason for their call—including service cancellations. I am truly sorry that you had to experience this unacceptable behavior not once, but twice.
Sincerely,
Samantha
Customer service
Corey, the technician was wonderful. However, I was initially told that my upgrade would include a price of 19.99 each month for three months and then back to my regular pricing of 39.99. In addition, they would send me confirmation emails regarding this information that I verbally received. That information never came to me. I called Monday 5 January and spoke with Jennifer regarding the issue. She acted like she would not be able to do much. she was going to have to check the recorded transcript and refused to allow me to speak with a superior. I asked for a copy of the transcript. She said I would not be able to receive it. She would get back to me with in two business days. I absolutely cannot stand when a company calls me with a special offer and does not abide by that offer. That is why I gave earth link a 1 star. It was mostly customer service in addition to not following through with what had initially been discussed. Case# 204314288.
5 January 2026
Unprompted review
Reply from EarthLink
Hello Janis,
Thank you for taking the time to share your experience. I am happy to hear that Corey, the technician, provided excellent service, and we appreciate you recognizing his efforts.
That said, I sincerely apologize for the confusion and frustration surrounding the promotional pricing that was discussed. I understand how important it is for promotional offers to be clearly communicated and honored, and I regret that you did not receive the promised confirmation emails.
I also apologize for the experience you had when contacting customer service, including the delay in follow-up and the inability to escalate your concern at that time.
I have credited the modem fee on your upcoming bill and waived the modem fee for the next six months. If you contact us again after the six-month period, we will be happy to review your account and assist with waiving the fee again.
Samantha
Executive Relations Expert
Satisfied Earthlink Customer for 3 years
I have been with Earthlink going 3 years. I recently moved, they moved my service and had it set up in a matter of days. From what I have heard from relatives about Spectrum. I am glad that I choose Earthlink. My husband is also happy to have good quality service at a low price.
19 December 2025
Unprompted review
Reply from EarthLink
Hello Miyoshia,
Thank you for being a loyal EarthLink customer for the past three years. I am happy to hear that your move went smoothly and that your service was set up quickly. It’s great to know that both you and your husband are satisfied with the quality of service and the value you’re receiving.
I appreciate your kind words and your continued trust in EarthLink
Samantha
Executive Relations Expert
Can't set it up
30 December 2025
Unprompted review
Reply from EarthLink
Hello,
I am sorry you are having issues at this time setting up your internet. Please reach out to us for technical support 888-567-5186 or you can go to https://www.earthlink.net/about-us/contact-us and chat with one of our agents.
Samantha
Executive Relations Expert
At the beginning it was confusion with…
At the beginning it was confusion with installation but I'm glad that they where very consistent getting it done
18 December 2025
Unprompted review
Reply from EarthLink
Hello Jeannette,
I am glad to hear the installation was completed and appreciate your patience during the initial confusion. Welcome to the EarthLink Family!
Samantha
Executive Relations Expert
EarthLink continued to remove funds…
EarthLink continued to remove funds from my account even though I had cancelled the account with them a week before the time they were to remove funds. When contacted again as to why they continue to remove funds from my account. They claimed there was an error and they did not actually cancel my account. The previous agent and I spoke to stated the account was canceled, but clearly this was not true. The agent, I spoke to by way of text was absolutely no help. They claimed it could take 6 to 8 weeks to get my money back. They also claimed that I would not be charged because of their poor service. Again, this was not true. They actually finally refunded the money they were not supposed to take. They never did correct my service and their email had no idea what to do to correct the problem. They clearly don’t train their employees or they just give them a script to follow. I wish that I had never attempted service with this horrible company.
25 December 2025
Unprompted review
Reply from EarthLink
Hello Shelly,
I see where you reached out to us regarding technical support issues and each time we were able to resolve your issue. Then in 12/19/25 I see you reach out to us to cancel your service, but yes there was a backend issue. I do see the money that you were charged was refunded and that refund takes up to seven business days not including Holidays and weekends.
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.