EarthLink home internet review: A guide to plans, prices and speed

EarthLink at a glance

Although EarthLink has the largest customer reach of any wired internet service provider (ISP), it’s also one of the most expensive.

Fast facts

What we like

EarthLink’s transparent flat-rate pricing, unlimited data and commitment to not throttling customer connections showcase its dedication to customer experience.

EarthLink’s strategy of using other companies’ infrastructure doesn’t complicate its services as one would think. Leveraging third-party infrastructure allows EarthLink to have a presence across the country, and it’s one of the fastest providers for satellite internet.

What we don’t like

Like most DSL providers, EarthLink’s DSL network speeds vary depending on location and weather. Where fiber connections aren’t available, customers must settle for DSL, which is slower than fiber. Likewise, DSL plans have low upload speeds, making them less suitable for online gaming and having video calls from home.

EarthLink is one of the more expensive ISPs because it pays to use other companies’ infrastructure. For instance, a 1 Gig fiber plan starts at $90 per month, more than T-Mobile ($75 a month) and AT&T Internet ($80 per month).

* BBB ratings are accurate as of August 2024.

EarthLink pros and cons

Many of EarthLink’s pros and cons are interlinked. For instance, while EarthLink’s network offers excellent availability and maximum speeds, much of that network is DSL, which means you might not get the speeds you pay for at your address if you live in a rural area.

While prices are higher than those of ISPs, they’re often consistent. That could save you money in the long run. Most plans come with an initial 12-month agreement, and after that, you can opt into a contract to lock your existing rate.

EarthLink’s biggest demerit is that it doesn’t handle internet outages itself. It cannot provide an outage map, and it’s sometimes difficult for customer service reps to get information about service updates and outages that affect customers. That leaves customers to use DownDetector.com, where Earthlink’s record is spotty at best.

Pros

Cons

How much does EarthLink cost?

EarthLink offers satellite, DSL and fiber internet plans based on location. Each plan’s pricing also depends on location, so you’ll need to contact directly for the monthly cost at your address.

Although it prides itself on transparent, flat-fee pricing, EarthLink has a few odd fees that increase internet costs. EarthLink requires wireless customers to rent a router for $14.95 per month. (Wired fiber customers can provide their own router.) While the company says it doesn’t charge for router shipping, it charges a $79.95 “processing and handling fee” for new wireless home internet customers.

If you cancel your service and don’t return the router within 30 days, you’ll also be charged a $200 non-returned fee, plus applicable taxes. The company also charges a $200 early cancellation fee if you end your wired fiber service within the first 12-month contract period.

Savings and discounts

EarthLink only offers internet services. So, there is no bundling with cable TV services to get internet access or to save money.

Typically, EarthLink offers no perks or introductory deals, but there are exceptions. At the time of writing, new customers in Boston can get a $100 gift card with no installation fee. Offers are limited and depend on location. You must inquire about service to see what might be available to you.

What plans and services does EarthLink offer?

As you can see in the table above, EarthLink offers a range of services. That list is non-exhaustive, as plan availability depends on location. For example, some areas may also have access to 3 Mbps, 6 Mbps, 18 Mbps or 50 Mbps plans.

All wired fiber EarthLink plans require an initial one-year contract, which includes a $200 early cancellation fee if you terminate service within that window. Wireless plans don’t require a contract, but you must rent a router from EarthLink. The fee includes the $79.95 processing and handling fee plus a $14.95 per month surcharge.

You can install the DSL internet yourself, and EarthLink includes free professional installation with fiber service. Fiber customers can use their router or rent from EarthLink for $14.95 monthly.

EarthLink add-ons and optional features

EarthLink is a basic internet provider with multiple plans and speeds. It’s not known for offering a menu of optional extras for its plans and doesn’t offer other services to complement its internet service.

EarthLink customer service and experience

EarthLink customer service can be reached at support.earthlink.net, where you can find FAQs, a knowledge base, and human live chat. The company also has 24-hour phone service at 888-327-8454 and text support at 833-458-4360.

Despite customers’ atrocious 1.08/5 rating, the BBB gives EarthLink an A+ rating. However, EarthLink representatives reply to nearly every complaint on these review sites, which is an uncommon but welcome practice among ISPs.

Customer feedback

EarthLink ranks poorly on customer review sites like Trustpilot (1.3 stars out of 5). Most complaints refer to inconsistent speeds and the $200 early termination fee, which is noticeably absent from EarthLink’s FAQs and promotional materials.

Other considerations about EarthLink

When deciding whether EarthLink is right for you, consider the following fees and terms.

Additional monthly fees

EarthLink’s plans are more expensive, but if you’re getting DSL service, you’ll also have to pay $14.95 per month to rent a router. That’s a significant additional cost, especially when DSL prices start at $54.95 monthly. (You will also have to pay a $79.95 upfront service fee.)

Installation fees

EarthLink’s fiber plans include free professional installation. Wireless plans allow free self-installation and are easy enough to DIY. EarthLink’s satellite plan requires professional installation, but the website only states that startup costs should be expected. Installation costs differ based on address.

Data caps

EarthLink offers unlimited data on all home internet plans.

How does EarthLink compare with competitors?

Because it leverages several competitor networks, EarthLink has the nation’s largest internet network. However, it’s also one of the most expensive. Plans start at $54.95 per month for 12 Mbps download speeds. Comcast Xfinity, by comparison, offers a 100 Mbps plan for much less money, starting at $19.99 a month.

The American Consumer Satisfaction Index’s survey doesn’t include EarthLink, but the company’s scores on third-party review sites like Trustpilot are favorable compared to larger competitors like AT&T Internet (1.3 stars on Trustpilot) and T-Mobile (1.3 stars on Trustpilot). Still, EarthLink’s hidden fees and unusual practice of partnering with third parties to manage outages and install services make it a frequently frustrating company for customers.

EarthLink vs. competitors

Methodology

Our methodology draws upon nearly 50 primary sources, from company materials to customer reviews and thousands of data points, to develop an objective score for 22 ISPs. Our 5-point score weighs plan features, pricing, customer support, company reputation, technology and availability.

FAQs