Complaint / review text:
I had been a customer of Earthlink for over 12 yrs. About a year ago, our service started becoming inconsistent and spotty.
After several months of calling and working with their online technicians to resolve the connection issues, the problem of our internet going out was not resolved. We were told it was the phone lines, so we had them replaced at our expense. Then it was our electrical wiring, which we had checked, also at our expense. Finally, they sent us a "new" modem which, also, did not resolve the issue.
They finally sent a tech to my house who determined the issue was the modem being cheap and outdated. Still, they refused to accept this as the problem so today I cancelled my service with them. They refused to cancel my service unless I pay $49.95 for this modem because, apparently, by accepting the replacement in the first place I agreed to a new contract and now I am bound by an early termination clause.
I never asked for this equipment replacement and still tried to work to resolve this issue for another few months. I do not feel I should pay and agreed to return the modem but was forced out of my money in order to cancel my service with them.