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Cancel guide · Updated April 28, 2026

How to cancel EarthLink

EarthLink does not actually own most of the wires running into your house. It's a reseller: a company that buys wholesale capacity from AT&T, CenturyLink, Frontier, T-Mobile, Viasat, and a rotating set of regional fiber operators, then bills you for it under the EarthLink brand. That asset-light model is the entire reason cancellation is more annoying than it looks. The EarthLink CSR has to coordinate the disconnect with whichever underlying carrier owns the last mile at your address, the timing depends on the upstream carrier's billing cycle (not EarthLink's), and the equipment return depends on whose router you actually have. Cancel is phone-only at 1-888-327-8454 (residential) or 1-866-772-6277 (legacy PeoplePC), there's no online flow and they explicitly do not accept email cancellations, and any contract ETF passes through from the underlying carrier's terms, not EarthLink's own. The most common surprise: customers who cancel on the 5th of the month assuming they'll be billed for 5 days and discover EarthLink will not refund the rest of the cycle.

Cancel EarthLink, direct line

1-888-327-8454Call now

EarthLink does not offer a fully-online cancel flow, phone is the only reliable path.

Policies change frequently. Verify current terms at the time of cancellation. Prices, ETFs, return windows, and cancel numbers can shift, always confirm with the provider on the call before accepting any offer.

Step-by-step: cancel EarthLink

  1. Identify which underlying carrier provides your service

    Your EarthLink bill is from EarthLink, but the actual circuit is run by AT&T, CenturyLink/Lumen, Frontier, T-Mobile (for EarthLink Wireless Home Internet), Viasat (for EarthLink satellite), or one of several smaller fiber operators. Sign into my.earthlink.net or look at the original install paperwork to identify the underlying carrier, this dictates the equipment-return path and any ETF terms.

  2. Check whether you signed a 12-month or 24-month price-lock

    Many EarthLink Fiber and EarthLink High-Speed plans come with a 12-month price-lock that carries a flat $200 ETF if canceled early. Some plans on AT&T's underlying network used to carry the AT&T term commitment passed through. Look at your original Welcome email or the Terms of Service link in MyEarthLink for the exact ETF amount and remaining months.

  3. Pick a cancel date that lines up with your billing cycle

    EarthLink does not refund unused portions of the current billing cycle, this is documented in their cancellation policy. If your bill cycle ends on the 28th and you cancel on the 5th, you've paid for 23 days you cannot recover. Ideally, set the cancel date for 1-2 days before the next bill posts. Confirm the cycle dates in MyEarthLink before scheduling the call.

  4. Call 1-888-327-8454 and request cancellation

    EarthLink residential cancellations are phone-only. The toll-free line is staffed during business hours, Monday-Friday, with reduced weekend coverage. Have your account number and the phone number on file ready, EarthLink also accepts cancellation by fax at 404-795-1034 (yes, in 2026) if you include account number and current phone number, but phone is faster. The IVR routes 'cancel' to retention; expect a 15-30 minute call.

  5. Push back on retention pitches that may not actually deliver

    EarthLink retention will sometimes offer a price reduction or speed upgrade, but the actual delivery depends on whether the underlying carrier supports the change at your address. A retention agent quoting a faster speed they cannot prove is provisionable on the upstream carrier is a common complaint. If you take a save offer, get it in writing by email before the cancel call ends and confirm the speed and price match what the underlying carrier shows.

  6. Get the disconnect date and confirm whether it's prorated

    EarthLink does not prorate. Service runs through the end of the current billing cycle whether you cancel on day 1 or day 29, no refund on the unused portion. Get the cancel confirmation number, the disconnect date, and the final-bill amount in writing. Ask explicitly whether any prorated credit applies, the answer is almost always no, but the question on the recording protects you.

  7. Return the equipment via the underlying carrier's process

    If your gateway is EarthLink-branded, EarthLink will email a prepaid return label. If the gateway is the underlying carrier's hardware (AT&T's BGW210/BGW320, CenturyLink/Brightspeed's Calix, Frontier's Eero, etc.) the return goes through that carrier's return flow, EarthLink will tell you which one and provide the specific instructions on the cancel call. Ship within the deadline the agent specifies, typically 30 days from disconnect, and keep the carrier's receipt for at least 90 days.

  8. Verify both the EarthLink final bill and any underlying carrier charges

    Because the circuit is wholesaled from another carrier, occasional billing leaks happen, watch for: a final EarthLink bill with the ETF, a phantom AT&T or CenturyLink charge appearing 30-60 days after EarthLink confirms cancel (the underlying carrier's billing system did not get the disconnect order in time), and any add-ons like EarthLink Email or hosting that bill separately and continue past the internet disconnect. Dispute immediately.

What retention will offer, and how to evaluate it

Here's what to expect when the EarthLink retention team pitches you, and how to tell a real offer from a distraction.

  • A price reduction of $5-15/month on the current plan, sometimes for 6-12 months. Verify with the underlying carrier that the speed/price combo is actually deliverable at your address before agreeing.
  • A speed-tier upgrade at the current monthly price. Real where the underlying carrier supports it (e.g., AT&T Fiber tiers) but sometimes nominal on legacy DSL where the copper plant cannot deliver more bandwidth.
  • Waiver of the 12-month price-lock ETF if you cite a documented service issue, an out-of-footprint move (with proof), or active-duty military PCS orders. The waiver is not automatic, ask explicitly.
  • A switch to EarthLink Wireless Home Internet (T-Mobile underlying) or EarthLink Satellite (Viasat underlying), pitched as 'we have other options' if you're moving to an address the current underlying carrier doesn't serve. Read the new plan's pricing carefully, the underlying carrier change usually resets the contract clock.
  • Three-to-six months free of EarthLink Email (the legacy mailbox), worth basically nothing in 2026 unless you've been using the @earthlink.net address for 20 years and need migration time.

Early termination fee and equipment return

Early termination fee

EarthLink uses a flat $200 early termination fee on most 12-month and 24-month price-lock plans, applied if you cancel before the term ends. Plans marketed as month-to-month carry no ETF. The complication: EarthLink is a reseller, so on some accounts the underlying carrier's contract terms pass through, an EarthLink-branded plan running on AT&T's network may include AT&T's contract structure if the original signup was a co-marketed promotion. Check the Welcome email and the Terms of Service link in MyEarthLink for the exact ETF, remaining months, and pass-through terms. Waivers are available for documented service degradation, out-of-footprint moves with proof, and active-duty military PCS relocations, but you have to ask explicitly and may need a supervisor escalation.

Equipment return

Equipment return depends on whose hardware you have. EarthLink-branded gateways: EarthLink emails a prepaid return label, ship via the carrier specified within 30 days. Underlying carrier gateways (AT&T BGW210/BGW320, CenturyLink/Brightspeed Calix, Frontier Eero, etc.): the return goes through that carrier's return process, EarthLink will tell you which one and provide instructions on the cancel call. EarthLink-installed Wi-Fi extenders, ONTs, and power adapters all need to come back; cables, brackets, and any user-purchased routers do not. Drop at the specified UPS or FedEx staffed location within 30 days of disconnect (the deadline can vary by underlying carrier). Unreturned equipment fees vary, $100-200 is typical, the AT&T BGW gateway can run higher.

Deadline: 30 days after disconnect

Timing tips

  • Pick a cancel date 1-2 days before your next bill posts. EarthLink does not prorate, so canceling early in the cycle wastes whatever you've already paid for the month.
  • Identify the underlying carrier before calling. Knowing whether you're on AT&T, Frontier, CenturyLink, or T-Mobile changes the ETF math, the equipment return process, and which retention offers can actually be delivered.
  • Tuesday-Thursday mornings (Eastern time, EarthLink is HQ'd in Atlanta) have the shortest retention queues. Avoid Mondays and the first week of the month.
  • If you're moving, do not let retention talk you into a same-account transfer until you've verified the new address is actually serviceable on the underlying carrier you'd be on. Coverage gaps within the same county are common because EarthLink resells from multiple carriers.
  • Don't cancel before your new provider is installed and tested. EarthLink reconnection after a confirmed disconnect requires the underlying carrier to reprovision, which can take 5-10 business days and may not be at the same speed tier.

Frequently asked questions

Can I cancel EarthLink online or by email?
No. EarthLink explicitly does not accept email cancellations. Phone (1-888-327-8454) is the only standard method; fax to 404-795-1034 is also accepted but slower. There is no online cancel flow in MyEarthLink.
Does EarthLink charge an early termination fee?
Yes, typically a flat $200 on 12-month and 24-month price-lock plans canceled before the term ends. Month-to-month plans have no ETF. Some accounts have pass-through ETFs from the underlying carrier (AT&T, Frontier, CenturyLink). Check your Welcome email for specifics.
Why does EarthLink's cancel process feel slower than other ISPs?
Because EarthLink is a reseller. The CSR has to coordinate the disconnect with whichever carrier owns the actual last mile at your address (AT&T, Frontier, CenturyLink, T-Mobile, Viasat, or a regional fiber operator). The disconnect happens on the underlying carrier's billing-cycle schedule, not EarthLink's, so timing can be slightly off.
Will EarthLink prorate my final bill?
No. EarthLink's published cancellation policy explicitly states they do not refund unused portions of the current billing cycle. If you cancel on day 5 of a 30-day cycle, you've paid for 25 days you cannot recover. Time the cancel for 1-2 days before the next bill posts.
What equipment do I have to return?
Depends on whose hardware you have. EarthLink-branded gateways return via EarthLink's own prepaid label. Underlying carrier gateways (AT&T BGW210/BGW320, Calix from CenturyLink/Brightspeed, Eero from Frontier, etc.) return through that carrier's return process. The cancel agent will tell you which path applies on your call.
How long do I have to return EarthLink equipment?
Typically 30 days from disconnect, but the deadline can shift if the underlying carrier sets a different return window. Confirm with the cancel agent and keep the shipping receipt for at least 90 days.
I have an @earthlink.net email address, can I keep it after canceling?
Sometimes, EarthLink offers paid email-only plans that retain the mailbox after internet disconnect, typically $3-7/month. Ask the cancel agent explicitly. If you don't pay for the email-only plan, the @earthlink.net mailbox is suspended within 30-90 days of disconnect; export your mail and update account-recovery options before that happens.
Should I cancel EarthLink and sign up directly with the underlying carrier instead?
Often yes, if you're on AT&T Fiber, Frontier Fiber, or Brightspeed Fiber as the underlying carrier, signing up direct is usually $5-20/month cheaper, removes the reseller layer, and simplifies support. The exception: if EarthLink is genuinely cheaper at your address (it sometimes is on satellite or T-Mobile-backed plans), the direct signup may not save anything.
What if EarthLink retention promises a speed upgrade and the underlying carrier can't deliver it?
Push back, get the offer in writing, and require EarthLink to confirm with the underlying carrier before you accept. If the upgrade fails to provision after you've agreed to stay, dispute the deal and request the original cancel be processed retroactively, EarthLink will sometimes honor this if the request is documented.

Thinking of switching instead?

Before you cancel, it's usually worth checking what else is available at your address.