Cancellation Earthlink: Step-by-Step Process

What is Earthlink

EarthLink is an internet service provider offering residential and business internet services, routers/modems, and related customer support. The company operates by contract and billing terms that govern activation, recurring charges, equipment return, and cancellations.

This guide explains how to cancel EarthLink service in Canada, what to expect for access and billing, refund rules and timelines, your consumer rights, common pitfalls, and practical next steps.

How to cancel Earthlink

You can submit a cancellation request by phone, fax, or mail; email is not accepted as a cancellation method. Written cancellation requests must include specific information (account number, desired cancellation date, request date, and a signature if typed). EarthLink treats cancellations as effective at the end of the current billing period and sends confirmations by email when processed. For proof, sending cancellation letters by registered/certified mail with return receipt is recommended.

• Prepare a written request including: account number, full name on account, service address, telephone number, desired cancellation date, request date and your signature (typed signature is acceptable on written requests).
• Call EarthLink support to notify them of the cancellation and request a confirmation number, then send the written request by fax or registered/certified mail (return receipt requested). Note: email is not accepted for cancellations.
• Keep copies of the written request, any confirmation numbers or emails from EarthLink, and proof of delivery (fax confirmation or postal return receipt).

What happens when you cancel

When a cancellation request is processed, EarthLink typically closes the account at the end of the current billing period. Service access will continue until that date and then be terminated. There are generally no refunds or credits for prior or partial use of service within that billing period.

Equipment (such as routers) remains the customer’s responsibility until returned per EarthLink’s equipment-return rules; unreturned or late-returned equipment may trigger non-return or late-return fees. Early termination fees (ETFs) and installation fees may apply according to your contract and current EarthLink policy.

Will I get a refund?

Refunds are conditional. Activation and installation fees are non-refundable. Refunds for recurring charges may be issued only after the account is closed and any required equipment is returned in acceptable condition. If you fail to return a router within specified windows, a non-returned router fee will apply; returning a router within a later window may make that fee refundable per EarthLink’s rules. Customers are responsible for the activation fee and the first monthly invoice; no refunds are issued for unused data in the first month. Prepaid accounts have a limited 30-day grace period for a full refund if canceled; afterward refunds may be prorated and discounts reversed.

Refund processing times vary by payment method: credit card refunds can take a few days to appear, while check or bank-draft refunds involve longer holds and mailing times. For EarthLink’s published details see the Billing FAQ and Refund policy.

For EarthLink references on these points see the Billing FAQ and Refund pages: EarthLink Billing FAQ, Refund policy, and the cancellation/terms pages: Terms & Conditions.

Earthlink plans and pricing

Your consumer rights in Canada

Canadian federal and provincial consumer-protection laws may provide statutory cancellation or “cooling-off” rights for certain contracts, and provinces often require clear disclosure of fees, cancellation terms and refund rules. These statutory protections can differ by province and by the type of service provided, so EarthLink’s stated policies should be reviewed alongside applicable local legislation to determine your legal entitlements.

If you believe EarthLink’s cancellation or refund handling conflicts with Canadian consumer law, you can seek guidance from your provincial consumer protection office or file a complaint with regulatory bodies where appropriate (for telecom-related matters, the Canadian Radio-television and Telecommunications Commission - CRTC - may be relevant).

For more on the process of filing complaints see the CRTC’s consumer resources and your province’s consumer affairs website.

Customer experiences

Customer feedback is mixed. Positive reports commonly praise the professionalism and courtesy of installation technicians, noting prompt, knowledgeable, and efficient onsite service. Negative reviews frequently cite missed installation appointments, long hold times, billing disputes, unexpected charges, charges continuing after cancellation, difficulty obtaining refunds or return labels, and inconsistent customer support. Online reviews and forum posts also describe disagreements over early-termination and equipment fees and challenges resolving billing discrepancies.

When planning a cancellation, these experiences underline the value of keeping clear written records and proof of delivery and return.

Documentation checklist

• Account number and full name on account
• Service address and contact telephone number
• Desired cancellation date and request date
• Signed cancellation request (typed signature acceptable)
• Copies of recent bills and any contract terms or promotional disclosures
• Proof of equipment shipment/return (tracking number, return-receipt), if applicable
• Record of any phone confirmation numbers, chat transcripts, or emails confirming cancellation

Common mistakes

Common errors include attempting to cancel by email (which EarthLink does not accept for cancellations), omitting the account number or signature from written requests, failing to request and keep a confirmation number, neglecting to return rented equipment within the required timeframe, and assuming a “remorse” or 30-day free cancellation period still applies. Other frequent issues are sending cancellation too close to the billing cycle without understanding proration, or not keeping proof of certified mail or fax confirmations.

To avoid disputes, always include complete account details, use a verifiable delivery method, and retain all proof of the cancellation request and equipment return.

Comparative recap

After cancelling

After you submit a cancellation, keep the cancellation confirmation (email or phone reference), monitor your bank or card statements for final charges or refunds, and follow EarthLink’s equipment-return instructions promptly. If you are owed a refund, allow the published processing times for your payment method and check EarthLink’s refund and billing FAQ pages for status information.

If you encounter problems - such as continued charges after the cancellation date, disputed fees, or a refused refund - escalate with EarthLink support in writing, retain all evidence, and consider contacting your provincial consumer protection office or the CRTC for further guidance. Useful reference pages include the EarthLink Billing FAQ (help.earthlink.net) and refund/credit policy pages (kb.earthlink.net, credit/refund policy), and the terms page (internet.earthlink.com).

Address

Send written cancellation requests by registered or certified mail, return receipt requested. Include your account number and telephone number. Cancellation confirmations are sent by email when processed.

EarthLink, LLC
Cancel (write Name of Service)
1439 Peachtree Street NE
Atlanta, Georgia 30309