![]() If you get the same person, ask to talk to their manager. If your current rep isn’t helpful, end the texts or call back to see if you get a different rep. Whether you call or use the text feature, remember to stay patient. This lets you get all your answers in writing, which is one of our top tips for calling customer service. If you do need to get a hold of EarthLink’s customer service, we still recommend using the live chat/texting feature. This should reduce the amount of time you have to explain your issue or question, which is never a bad thing. That means fewer transfers and less time on hold.ĮarthLink is also in the process of implementing a customer service model where you can call in at different times and still talk to the same agent or team you spoke with before. We asked how EarthLink keeps its customers happy, and the representatives noted that they've empowered their customer service representatives to make more decisions. That's likely the reason why EarthLink customers seem so satisfied. When we spoke to a few EarthLink representatives, we found out that the ISP prioritizes giving customers the best possible experience. (We normally like to use ACSI for internet scores, but EarthLink isn’t on ACSI’s latest customer service rating.) Compare that to a service repair request made from just one household, and you can see that EarthLink carries a lot of weight when it comes to pushing its partners to get outages fixed promptly. But think of it this way: EarthLink's service repair requests represent hundreds and thous s of individual households. This may seem like a downside to EarthLink service, and you wouldn't necessarily be wrong. Instead, it communicates with its partners about any outages and relays updates to customers. To make sure this doesn't negatively affect its customers, EarthLink plans to maintain transparency about your internet options-even if it means sending you away to another provider.Īnd, due to its partnership strategy, EarthLink doesn't directly handle internet outages. We spoke with EarthLink about this issue, and the ISP's representatives acknowledged that it's a challenge. So if a partner decides to drop DSL service and focus on developing its fiber network instead, EarthLink's offerings will likely change. This also means that EarthLink is beholden to whatever infrastructure changes its partners make. (Like Xfinity or Viasat, which bump their prices up after three months.) So, your monthly bill likely won't go up in the near future, unlike other providers who bump your price up after a year or so. The other reason is that EarthLink doesn't advertise promotional prices. Combine that with EarthLink's top-notch customer service scores and you can see why you'd want EarthLink on your side. The prices you see aren't promotional and likely won't go up anytime soon.ĮarthLink acts almost like your representative when it comes to dealing with its internet partners.EarthLink deals with the internet network provider so you don't have to.So why would you pay more for EarthLink when you could get a lower price from one of its partners? There are two main reasons: So EarthLink's availability, prices, and internet speeds all depend on which partner serves the town or city you live in.īecause EarthLink partners with other ISPs to connect you to the internet, its prices tend to be higher than the competition. ![]() That includes AT&T, CenturyLink, Frontier, Verizon, and Viasat. But a search for EarthLink in Las Vegas, Nevada, showed 15, 30, and 40 Mbps plans.īut there's a good reason for these internet plan switch-ups: EarthLink partners with other internet providers in different states to serve its customers. That makes it difficult to get a clear view of how much EarthLink might cost you-or if you can even get EarthLink internet at all.įor example, when we searched for EarthLink internet plans in Jacksonville, Florida, we saw a 24 Mbps plan and a 12 Mbps plan available. We like fiber because it's faster and more reliable than other internet connection types.īut what gets confusing is how EarthLink's plans, prices, and download speeds change based on where you live. ![]() To top it off, some of those plans are fiber. On the face of it, EarthLink offers a nice variety of download speeds to internet users in 48 states across the US. ![]()
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