Is EarthLink Down?
Troubleshoot your EarthLink internet and learn how to get help in case of an outage
Sep 30, 2024 | Share 
Brand Guides, Provider Reviews
If you’re an EarthLink customer and you can’t get on your home Wi-Fi network, there are a few steps you can take to see if the problem is on your end. We’ll walk you through the basics, then help you reach out to EarthLink customer support to see if the problem is on its end.
We can’t promise you’ll find easy answers, though. EarthLink piggybacks on the networks of multiple providers, including AT&T and Verizon. If any of these services are down and EarthLink is using their infrastructure, your internet will be down too.
On this page: How to find out | Contact EarthLink | Customer-reported info | Refunds | Leave a review | How EarthLink compares | FAQs
On this page:
- How to find out
- Contact EarthLink
- Customer-reported info
- Refunds
- Leave a review
- How EarthLink compares
- FAQs
How to find out if EarthLink is down
Step 1: Try using a different phone, tablet, or computer to access your EarthLink network.
Step 2: Make sure your internet equipment is plugged in securely.
Step 3: Check for notifications on your EarthLink account.
Step 4: Restart or power cycle your router or fixed wireless gateway.
Step 5: Delete the EarthLink Wi-Fi network from your device and try to add it back again.
Check the signal on your router
EarthLink offers a wide variety of modems, routers, and gateways. What you get depends on your connection type, when you signed up, and where you live. Some customers use their own Wi-Fi equipment too.
Most of the time, a series of lights on the router can help you determine whether the internet is down.
Still can’t get online? Contact EarthLink
If you can’t get online by trying different devices and resetting your router, the EarthLink network might be down in your area. Most of the time, this is due to an outage on the network EarthLink is renting from another local provider.
To find out what’s going on, call EarthLink at +1-888-327-8454 or text support at +1-888-441-9144. You can also reach out to the online chat service, but you’ll need to enter your name and phone number to start a conversation.
If you don’t have access to the EarthLink network but you can get online on your phone, you might be able to get help through your myEarthLink app.
Pro tip:
if you can’t call EarthLink and can’t get help on the app or online, try checking social media. Check the EarthLink page on X (formerly Twitter), or check out the official EarthLink page on Facebook.
Learn more in our expert resource library
Customer-reported EarthLink outage information
EarthLink doesn’t post network uptime figures or publish an outage map, so we asked customers themselves how often they have problems with the service.
Based on our most recent data, EarthLink customers experience slowdowns more often than average, with only 40% of EarthLink customers saying they rarely or never had slowdowns. That’s 11 points worse than average—51% of customers from all internet providers in the U.S. say they rarely or never have outages.
EarthLink customers had more outages too. Only 40% of EarthLink customers reported never or rarely experiencing outages, compared to 59% of internet customers, on average.
The reliability numbers are interesting, but they should be taken with a grain of salt.
EarthLink rents space on internet infrastructure owned by competing internet providers, so its users should hypothetically have the same number of slowdowns and outages as customers of those other networks.
Understanding the EarthLink customer experience
Since EarthLink uses the networks of other providers, the main way it differentiates itself is through customer service.
Let’s get into it.
EarthLink was rated highest for customer satisfaction in 2020, the first time it appeared in our national customer survey. It also took top honors in our 2021 and 2022 customer surveys, but fell to last place in our 2023 report (in a tie with Spectrum).
Digging deeper, we found that EarthLink customers appreciate the company’s customer service, but ranked the company below average overall. They also ranked EarthLink below average for speed and reliability.
If customer service is important to you and you don’t mind paying slightly higher prices for internet access, an EarthLink plan might be right for you. For even better service, you can try EarthLink’s EasyTech service for $9.95 per month (starting with a free 30-day trial).
Refunds for EarthLink outages
EarthLink does not offer refunds for outages or slowdowns, and performance isn’t guaranteed for EarthLink’s fully wired residential customers.
Its terms and conditions for fixed wireless customers also say it does not guarantee any bandwidth specifications and can’t be held liable for unavailability or quality of service.
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How EarthLink compares
EarthLink uses third-party infrastructure to provide internet access to most of its customers, and that means its plans are more expensive than comparable plans from those providers. EarthLink also requires two-year contracts, though contracts are becoming less common industry-wide.
DSL plan comparison
Here’s a look at how EarthLink’s DSL plans compare. Plans and speeds available will vary based on your exact location.
| Provider | Starting price | Speeds up to |
|---|---|---|
| EarthLink 50 Mbps Internet | $59.95/mo.* | 50Mbps |
| CenturyLink Simply Unlimited Internet 140 Mbps | $50.00/mo.† | 80Mbps |
| Brightspeed Internet DSL | $50.00/mo.‡ | 40Mbps |
Data as of 9/17/2024. Offers and availability may vary by location and are subject to change. See disclaimers.
Fiber plan comparison
Fiber internet is much faster and more reliable than DSL, but costs about the same as DSL. Here’s a look at how EarthLink’s fiber plans compare against other major providers.
| Plans | Starting price | Speeds up to |
|---|---|---|
| EarthLink Fiber 300 | $49.95/mo.* | 300Mbps |
| AT&T Fiber Internet 300 | $55/mo.† | 300Mbps |
| Verizon Fios 300 Mbps | $49.99/mo. ‡w/ Auto Pay | 300Mbps |
Data as of 9/17/2024. Offers and availability may vary by location and are subject to change. See disclaimers.
Fixed wireless plan comparison
EarthLink offers wireless internet too. In some cases, EarthLink piggybacks off networks from other 4G LTE and 5G providers. In other cases, it offers traditional fixed wireless plans.
Most EarthLink fixed wireless plans come with strict data limits, ranging from 100GB to 300GB. If you use up your data, you’re cut off from the internet for the rest of the month unless you buy more or upgrade your plan. If you go with the unlimited data plan on an EarthLink fixed wireless connection, you still get throttled speeds after 300Mbps, but your connection won’t be cut off.
Other fixed wireless companies offer unlimited data, but may deprioritize your connection after 1.2TB. That’s four times more high-speed data than you get from EarthLink.
Here’s how prices compare.
| Brand | Starting price | Speeds up to |
|---|---|---|
| EarthLink 100GB per month | $99.95/mo.* | 100Mbps, with a 100GB data cap |
| AT&T Internet Air | $55.00/mo.† | 225Mbps |
| T-Mobile 5G Home Internet Unlimited | $50.00/mo.‡ | 245Mbps |
Data as of 9/17/2024. Offers and availability may vary by location and are subject to change. See disclaimers.
Read more provider comparisons
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EarthLink FAQ
How do I know if EarthLink is down in my area?
Why is EarthLink not working?
Why is my EarthLink Wi-Fi connected but I don't have internet?
Does EarthLink work when the power is out?
Disclaimers
DSL plan comparison
*EarthLink
with a 12 month contract. Actual speeds may vary depending on the distance, line-quality, phone service provider, and number of devices used concurrently. All speeds not available in all areas
† Centurylink
Speed may not be available in your area. Paperless billing or prepay required. Additional taxes, fees, and surcharges apply. Get the fastest internet speed available at your location (max speed is up to 100 Mbps).
‡ Brightspeed
Monthly prepayment required. Additional taxes, fees, and surcharges apply.
Fiber plan comparison
*EarthLink
with a 12 month contract.
† AT&T
Above pricing is after $10/mo Autopay & Paperless bill discount with a debit card or bank account; if using a credit card, then price is $5/mo more. Pricing includes Equipment Fee. Up to $99 install fee may apply, plus tax where applicable.
‡ Verizon
Price per month with Auto Pay & without select 5G mobile plans.
Fixed wireless plan comparison
*EarthLink
† AT&T Air
AutoPay and paperless billing required. Monthly State Cost Recovery Charge in TX, OH, NV applies. Service subj. to Internet Terms of Service at att.com/internet-terms. Offers may be modified, or discontinued, at any time without notice. Other conditions may apply to all offers. Speeds based on wired connection. Actual speeds may vary. For more info, go to www.att.com/speed101.
‡ T-Mobile 5G Home Internet
w/ Auto Pay. Regulatory fees included in monthly price for qualified accounts. See full terms.
Author - Chili Palmer
Chili Palmer covers breaking news, satellite internet, mobile connectivity, and streaming services for HighSpeedInternet.com. Previously writing under the name Rebecca Palmer, Chili is passionate about providing accurate and accessible information any time you're trying to connect … whether you already speak geek or just got your first smartphone.
Editor - Jessica Brooksby
Jessica loves bringing her passion for the written word and her love of tech into one space at HighSpeedInternet.com. She works with the team’s writers to revise strong, user-focused content so every reader can find the tech that works for them. Jessica has a bachelor’s degree in English from Utah Valley University and seven years of creative and editorial experience. Outside of work, she spends her time gaming, reading, painting, and buying an excessive amount of Legend of Zelda merchandise.
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