Earthlink is terrible. I wanted to know if anyone could help me in doing something about them.

This is my story:

I signed up in July 2007 for the bundle service (Phone and Internet, the first month was a free trial). One week of having the service I could not receive incoming calls. If someone called they would get a message saying, "The number you have reached (my number), is not excepting incoming calls". I have never heard that message from any phone service except for cell phones. Then, right after that my DSL connection drop. The DSL would connect sometimes, but the connection would not last long. I called tech support and the representative blamed the problem on my phone lines and/or my computer. I had just switched from Verizon, and there wasn't any problem then. Also, I had just replaced my hard drive.

So, I decided to cancel my service with them in August 2 days before my trail period was over. The rep. then offer me all kinds of deals and credits to stop me from canceling. I turned them down and requested a cancellation. Then the rep told my I had to pay an early cancellation fee, and I owed a payment for one month of service. I asked to speak with a supervisor, I was then put on hold. When the rep return I was told my cancellation was processed, I would not receive an early cancellation fee, and in fact had a negative credit on my account (in which they gave me). I told them I was going to re-sign with Verizon. The rep assured me that there would be no problems from Earthlink. All I had to do was let earthlink know when Verizon was coming to install my new service. They also informed me, once Verizon install their service it would automatically knock Earthlink off my line. The rep. then explained because of the one month credit I was given, I would be able to use Earthlink free for a month or until Verizon was installed (which ever one came first) if I chose to.

On September 14 my Verizon installed. On the 17th or 18th I tried to install my Verizon DSL, it did not work. When I called verzion the rep informed me that Earthlink was still on my line. I called Earthlink and they told me that Verizon had to call them and request the number. I explained to the rep that Verizon had my number, they just needed earthlink to get off my line. The Earthlink rep still insisted on have Verizon call. So, I called Verizon and informed them of what earthlink told me. Verizon called and earthlink gave them a conformation number that the transaction was complete (this did not go through until Sept. 27). I then received a bill from earthlink for the month of August and September.

I called earthlink once again and they told me that my account had been active from my start date in July to September 27. I explained the entire situation to them, and that is was not my fault earthlink took a month to drop my line. At the end of the conversion they were suppose to re-give me the one month credit, and give me a second one for September. Come the first week of July I received another bill from earthlink. This bill was from a bounce check fee in August when they tried to take from my bank account one month of service. I never knew this had happen, and why didn’t they bring this up before? I refused to pay because, they should not have taken anything being as though I was in my free trial period.

On October 30, I received a bill for the bounce check fee and an early cancellation fee. I am not paying anything, I want to go over their head.

I canceled earthlink as a service provider back in June 2007 and they continue to withdraw money from my checking account. I had the bank change my ATM card twice and somehow they get the new card number both times and withdraw money from my account. Regions Bank said they didn't give them the number and Earthlink says someone gave it to them. Someone is full of it. I called Earthlink last night and ask them how they can continue to rip me off. They said I never canceled even though I haven't had any service since June. They asked for my confirmation number and I couldn't find it. I canceled again last night and got another confirmation number. I am now going to the bank to see what's up with them getting my ATM numbers.

Hi, my name is alina and i'm writing you about my terrible earthlink experience. After ordering their services they never showed up to install it and they wouldn't even bother calling to cancel my appointments. After many phone calls and a lot of time wasted i decided to cancel because i could not longer wait and had to find another service provider. I called to cancel and was supposed to get a refund but they said i had to wait until i sent the package back, and another 3 weeks after that. I called to ask how it is possible that my money is taken out in 3 days and it takes 3 weeks to get it back and the supervisor (jackie) said she is very sorry but she will make sure i will get my money as soon as possible. The date has passed and nothing happened. That means i have to call again and it will take another hour like every conversation with them. My advice is to contact any other service but this because i guarantee you it can't be any worse. They are unreliable, from the regular employee to the supervisor and is frustrating to hear them that they are sorry but can't help you in any way.

I thought paying a "reasonable" rate for internet service was great until I got it. The beginning low rate is a come-on for no service.

Like the others have said, I've waited on line many times for over 20 minutes to get a "service" person. Sometimes after waiting for over 30 minutes I mysteriously get cut off! I've attempted to download my "free" virus and security software several times over the last two weeks but the system won't recognize my password and email address. I've had them re-set by earthlink twice and still can't get anything. I got tricked into buying another virus package from them but after I found out it still did not include a firewall, went through the whole fiasco again and cancelled it. I got so mad the other night I tried to cancel but can't get anyone to answer the damn phone!

I have been using Earthlink's satellite service that uses DirectWay equipment for over 4 years. The old modems, DW4000 units, are no longer available as they were replaced first by the DW 6000 modems and then the DW7000 ones. My DW4000 has been failing intermittently for several weeks. I have spent over 4 hours talking to tech support people at Earthlink and they keep asking the same questions to which my answers are apparently not being recorded by the tech support personnel. They have done everything they can to avoid replacing my defective modem, having me go through endless diagnostics, re-install the software, disconnect cables, etc., which I have done. Now in spite of a USB hardware device failure error messages the last tech insisted that it was due to a virus and that I needed to add the latest service pack from Microsoft and if I refused while then the problem was the bad customer and not the bad tech support. My only recourse is to terminate my account with Earthlink and start a new account with DirectWay to get service and support.

Bruce
Prunedale, CA.