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Cancel Earthlink: The Right Way
How to cancel EarthLink in new zealand and avoid early termination traps
What EarthLink is and why new zealand customers need clarity
EarthLink is an internet service provider that operates primarily in the United States, offering home and small-business internet services. The company manages legacy offerings from NetZero and provides upgraded fibre services in select areas. If you're in New Zealand and subscribed to EarthLink, you're dealing with a US-based provider, which means your cancellation process will follow American workflows rather than local support channels.
EarthLink provides customer support, billing, and equipment (such as routers) under terms published online. The company's documentation focuses on service terms, cancellations, returns, and billing procedures. However, no dedicated New Zealand postal address or local support line exists for EarthLink cancellation requests. This creates friction when you want to exit your contract, and that's exactly why Stopee exists: to guide you through these international cancellation traps.
Service scope and what you're signing up for
EarthLink's processes for cancellations, refunds, and equipment returns follow standard US-based workflows. The company does not maintain separate customer service operations for New Zealand. This means you'll need to contact their US phone lines, use fax, or send written mail to their American address. Understanding this upfront helps you prepare the right documentation and avoid the frustration of being redirected repeatedly.
Most of EarthLink's help articles and support documentation are linked from their online help centre and focus on US customer scenarios. New Zealand customers are expected to follow the same procedures, though your contract terms and any local consumer rights protections may differ. That's where Stopee steps in to translate your rights and simplify the cancellation pathway.
Why international subscriptions complicate cancellation
When you subscribe to a US-based internet provider from New Zealand, you inherit both their contract terms and the challenge of reaching support across time zones and borders. Email alone won't suffice for EarthLink cancellation. You must use voice, fax, or certified mail. This multi-step requirement is deliberate in many US contracts, designed to discourage casual cancellations. Stopee helps you navigate these barriers by breaking down each method into actionable steps.
Your consumer rights under new zealand law
As a New Zealand consumer, you're protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, even when dealing with overseas service providers. These laws give you the right to cancel services that fail to meet reasonable standards of quality or that were misrepresented.
What the consumer guarantees act means for your EarthLink contract
The Consumer Guarantees Act protects you if EarthLink fails to deliver the service quality promised in your contract or marketing materials. If your internet connection is consistently slower than advertised, drops out frequently, or becomes unavailable, you have grounds to request a refund or cancellation without penalty. EarthLink cannot enforce early termination fees if they breach the service guarantee themselves.
You have up to six years from the date of purchase to raise a claim under the Consumer Guarantees Act. This is a powerful lever if EarthLink has failed to deliver promised speeds or reliability.
Early termination fees and what you owe
EarthLink may charge an early termination fee if you cancel before your contract period ends. However, this fee must be a genuine pre-estimate of loss, not a penalty. If the fee appears excessive compared to EarthLink's actual loss (such as loss of monthly revenue), you can challenge it under the Fair Trading Act. Stopee recommends documenting your cancellation request and any retention offers made by EarthLink, as these become important if you later dispute the fee amount.
Escalation options if EarthLink refuses to honour your cancellation
If EarthLink declines your cancellation request or fails to process it within 20 business days, you can lodge a complaint with the Disputes Resolution Scheme they belong to, or contact the Commerce Commission if you believe they've breached the Fair Trading Act. Ask EarthLink which dispute scheme covers their service; they're legally required to provide this information.
Accepted cancellation methods for EarthLink
EarthLink does not accept email cancellation alone, and web-based cancellation is not explicitly supported. Your options are limited but clear once you understand them.
Why phone cancellation is the fastest method
Calling EarthLink directly is the quickest way to cancel. A representative will verify your identity, confirm your account details, disclose any fees, and issue you a Case ID (confirmation number) immediately. This provides real-time proof of your cancellation request. The downside is navigating US customer service during New Zealand business hours, which may require an early morning or late evening call.
Written cancellation by mail or fax as a backup
If calling doesn't suit your schedule, you can send a written cancellation request by fax or certified mail to EarthLink's US address. A written request creates a paper trail and removes the risk of miscommunication. However, this method takes longer: mail can take 7-14 days to arrive, processing takes another 5-7 days, and your confirmation may arrive via return mail after that. Fax is faster (1-2 days), but you'll need access to a fax machine, which is increasingly rare.
Why email alone won't work and what to do instead
EarthLink explicitly does not process cancellation requests submitted by email only. If you email them, you risk no response or a reply asking you to call or mail instead. Stopee strongly advises against relying on email as your sole cancellation method. Instead, use phone as your primary method and follow up with written confirmation via fax or mail to create a backup record.
Step-by-step process to cancel EarthLink
Follow these steps carefully to ensure your cancellation is processed correctly and you receive proof of your request.
Before you call: prepare your documentation
- Locate your EarthLink account number. You'll find this on your monthly invoice or in your online account dashboard. Write it down and keep it in front of you during the call.
- Decide on your desired cancellation date. EarthLink typically processes cancellations at the end of your current billing cycle, but you can request an earlier date if you prefer. Know this date before you call.
- Note today's date. You'll provide this as the date of your cancellation request. This becomes important for dispute resolution later.
- Have a pen and paper ready. You'll need to write down the representative's name, the Case ID, the confirmed cancellation date, and any fees disclosed during the call.
Cancellation by phone: the fastest path
- Call EarthLink's US customer service line. The legacy NetZero/EarthLink number is 1-800-719-4660 (confirm this is still active on their website before calling, as numbers can change).
- When prompted, select the option for account cancellation or customer service. Be patient; US phone systems often have long wait times for international calls.
- Provide your account number and confirm your identity. The representative will ask for your name, phone number, and possibly the last four digits of the payment method on file.
- Clearly state: "I want to cancel my EarthLink service effective [your desired date]." Avoid ambiguous language like "I'm thinking about cancelling."
- The representative will likely offer retention options (discounts, service upgrades, or temporary waivers). You can decline these or accept if they suit you. Pro tip: retention offers are not binding beyond the call; if you change your mind after a few days, you can still cancel.
- Ask the representative to confirm the cancellation date, the final billing date, and any early termination fees or equipment return requirements.
- Request a Case ID or confirmation number. Write this down exactly as the representative provides it. This is your proof of cancellation.
- Ask if a written confirmation will be mailed to you. If yes, note the expected arrival date.
- Before hanging up, repeat back the cancellation date and Case ID to confirm accuracy: "So my service ends on [date], my Case ID is [number], and I need to return my router by [return deadline]?"
- After the call, send a follow-up email to EarthLink's support address (available on their website) summarising the call: your account number, the cancellation date you agreed on, the Case ID provided, and the date of the call. Mention this was to confirm the verbal cancellation. Warning: this email is a backup only; it does not replace the phone call as your primary cancellation method.
Cancellation by written mail
- Prepare a typed or handwritten letter on plain paper. Include:
- Your full name and account number
- Your account phone number (the number registered with EarthLink)
- The date you're writing the letter
- Your desired cancellation date
- A clear statement: "I request to cancel my EarthLink service effective [date]."
- Your signature (handwritten signature is recommended for legal clarity)
- Sign and date the letter.
- Make two copies: one to send and one to keep for your records.
- Find EarthLink's current US mailing address on their official website. Warning: addresses change; do not use an address from an old letter or third-party source.
- Send the letter by certified mail with return receipt requested. This ensures proof of delivery. Keep the receipt and return receipt when it arrives.
- Allow 7-14 days for the letter to arrive, plus 5-7 days for processing. Expect a written confirmation to return to you via mail within 14-21 days total.
- Once you receive written confirmation from EarthLink, store it with your copies and receipt. This completes your cancellation record.
Cancellation by fax (if available)
- Prepare the same letter as the mail method above, with your signature.
- Find EarthLink's fax number on their official website.
- Send the fax and request a delivery confirmation from your fax machine or service. Save this confirmation.
- Call EarthLink the next business day to confirm they received your fax. Provide the fax timestamp and ask them to confirm receipt.
- Request a Case ID for the fax-based cancellation and note it down.
What happens after you cancel EarthLink
Once your cancellation is accepted, specific timelines and obligations kick in. Understanding these helps you avoid surprise charges and ensure a clean exit.
Service termination dates and final billing
EarthLink typically terminates service at the end of your current billing cycle unless you negotiated an earlier date during cancellation. Confirm the exact termination date in writing (via your Case ID letter or follow-up email). Your final bill will be issued on or around this date. You remain responsible for all charges up to the termination date, including activation fees and any early termination fees disclosed during cancellation.
Check your final invoice carefully. It should not include any charges dated after your confirmed cancellation date. If it does, contact EarthLink immediately with your Case ID and request a credit.
Equipment return requirements and deadlines
If EarthLink provided you with a router or modem, you must return it within 30 days of service termination. The return address will typically be provided in your cancellation confirmation letter or via your account dashboard. Ship the equipment securely (use tracked mail or courier service) and keep your receipt and tracking number.
Warning: Failure to return equipment within 30 days triggers a non-return fee, typically between NZD 100-300 depending on the device. If you return the equipment between days 31-50 in good condition, EarthLink may refund this fee, but you must request this explicitly.
Pro tip: If you no longer have the original equipment or it was damaged during your service, contact EarthLink before the 30-day window closes. Some representatives will waive the non-return fee if you can explain what happened, but you must proactively ask.
Will you get a refund from EarthLink
EarthLink's refund policy is restrictive, but certain refunds are possible under specific conditions. Understanding these rules prevents disappointment and helps you identify when to push back.
Non-refundable fees and charges
EarthLink's activation fee is non-refundable, regardless of when you cancel. You're also responsible for the first monthly invoice in full. Any unused data in your first month is forfeited and will not be refunded. Unused data after the first month may be refunded per EarthLink's billing policy, but this requires explicit request to your account representative.
Router and equipment refunds
If you return your EarthLink router or modem in good working condition, EarthLink processes a refund approximately 7 days after receiving and testing the device. The refund amount depends on the equipment's value and your contract terms; check your service agreement for specifics.
The refund is issued to your original payment method. If you paid by credit card, the refund typically posts within 3 days. If you paid by bank draft or cheque, the refund may take up to 20 days to clear. If you paid by prepaid card, refunds are possible only if the physical card still exists and is active.
Early termination fees and refund negotiation
EarthLink will not automatically refund early termination fees. However, if you believe the fee is unreasonable or if EarthLink breached the service guarantee (as covered under the Consumer Guarantees Act), you can request a refund or fee reduction. Document your reasons in writing and reference your consumer rights. Stopee recommends submitting this request in writing (via email or mail) so you have proof of your claim.
Pricing and what you may be charged
Understanding EarthLink's cost structure helps you anticipate cancellation-related charges and budget for your exit.
No new zealand-specific pricing available
EarthLink does not publish dedicated New Zealand pricing. The company operates from the United States and bills in USD. Your actual costs in NZD depend on the USD-to-NZD exchange rate at the time of your cancellation and any currency conversion fees charged by your bank.
| Charge type | Typical cost (USD) | Refundable? | When due |
|---|---|---|---|
| Activation fee | $49-$99 | No | First invoice |
| Early termination fee | $10-$20 per month remaining | No (unless service fails) | Final invoice |
| Router non-return fee | $100-$300 | Possible if device returned days 31-50 | 30 days after cancellation |
| Final monthly bill | $29-$79 (varies by plan) | No | End of billing cycle |
| Prorated refund (if applicable) | Varies | Yes (request required) | 7-14 days after return |
Common cancellation mistakes and how to avoid them
Many customers inadvertently delay or complicate their EarthLink cancellation by overlooking simple steps. Learning from these pitfalls saves you time, money, and frustration.
Relying on email or online forms alone
Stopee sees this mistake repeatedly: customers email EarthLink asking to cancel, receive no response, and assume the cancellation is processed. It isn't. EarthLink's system does not recognise email cancellation requests as valid. Always use phone, fax, or certified mail. If you must email, do so only as a follow-up to a phone call or written request, never as a substitute.
Forgetting to write down the case ID or confirmation details
During a phone call, you're in a hurry, the representative speaks quickly, and you may mishear the Case ID or cancellation date. Repeat the details back to the representative before hanging up. Write everything down immediately. If you miss something, call back the next day and reference the date and time of your first call; a representative can look up your account and provide the missing information.
Not returning equipment by the 30-day deadline
You've cancelled your service, but the router sits in a drawer for six weeks. Suddenly, a non-return fee appears on your credit card. This is entirely preventable. Ship the equipment within 7-14 days of cancellation confirmation, track it, and request a receipt from EarthLink once they receive it. Keep these records for at least 90 days in case of disputes.
Failing to account for contract end dates and billing cycles
You cancel on the 15th of the month, but your billing cycle runs from the 1st to the 30th. EarthLink may process your cancellation at the end of the next cycle (30 days away) rather than immediately. Clarify during cancellation whether your exit date is immediate, end of current cycle, or end of next cycle. Early cancellation usually means end of current cycle, which is faster than end of next cycle.
Ignoring currency and international payment complications
Your credit card may charge a foreign transaction fee for the final EarthLink payment. Your bank may also apply currency conversion fees. These aren't EarthLink's fault, but they're worth anticipating. Ask your card issuer in advance what fees apply to USD transactions.
After your EarthLink cancellation: what's next
Cancelling is only half the battle; protecting yourself after the fact ensures you don't face surprise charges or dispute complications later.
Monitor your account for post-cancellation charges
For 60 days after your cancellation date, check your credit card and bank statements weekly. Watch for any EarthLink charges dated after your confirmed cancellation date. If you see a charge that shouldn't be there, contact EarthLink immediately with your Case ID and request a credit. The sooner you report it, the faster the refund process.
Keep your cancellation records indefinitely
Store your Case ID, cancellation confirmation letter, equipment return receipt, and any follow-up emails in a single folder (physical or digital). You may need these if EarthLink disputes your cancellation, charges you an erroneous fee, or if you later need to claim a refund under consumer protection laws. These records are evidence.
Dispute any unexpected fees via your consumer rights
If EarthLink charges you after your confirmed cancellation date or refuses to refund an equipment return fee, reference the Consumer Guarantees Act and Fair Trading Act in your written complaint. Stopee recommends filing a formal dispute with EarthLink's complaints department and, if unresolved, escalating to their dispute resolution scheme or the Commerce Commission.
Checklist for cancelling EarthLink
| Task | Deadline | Status |
|---|---|---|
| Gather account number and desired cancellation date | Before calling | ☐ |
| Call EarthLink or send written cancellation request | As soon as possible | ☐ |
| Write down Case ID and confirmed cancellation date | During call / upon receipt of confirmation | ☐ |
| Send follow-up email to EarthLink (optional backup) | Within 1 business day of call | ☐ |
| Return rented equipment via tracked mail | Within 30 days of cancellation | ☐ |
| Keep equipment return receipt and tracking number | Until 90 days post-cancellation | ☐ |
| Review final invoice for accuracy | 5-10 days after cancellation date | ☐ |
| Monitor credit card for erroneous post-cancellation charges | 60 days after cancellation date | ☐ |
Why customers choose to cancel EarthLink
Understanding why others have cancelled helps you evaluate whether cancellation is right for you or if there's an alternative worth exploring.
Service reliability and speed issues
The most common reason for EarthLink cancellation is slow or unreliable internet. Customers report speed drops during peak hours, frequent disconnections, and long outage durations with poor support follow-up. If this is your situation, document the dates and times of outages and compare your actual speed (via speedtest.net) to your advertised speed. This evidence strengthens your case if you claim a breach of the Consumer Guarantees Act and push back against early termination fees.
Cost and contract terms
Some customers cancel because they've found cheaper internet elsewhere or negotiated better terms with a competitor. EarthLink's US-based billing and lack of local support make it harder to justify staying, especially as local New Zealand providers offer faster speeds at lower prices.
Switching to local providers
New Zealand has excellent local internet options (Spark, Vodafone, 2degrees, Slingshot, and others) with dedicated local support. Customers switching from EarthLink often cite convenience, faster local support, and bundled services as reasons to switch.
Comparing cancellation across internet providers
If you're considering other providers after EarthLink, here's how the cancellation process compares.
| Provider | Cancellation methods | Processing time | Early termination fee | Local support? |
|---|---|---|---|---|
| EarthLink | Phone, mail, fax only | 7-14 days | $10-$20/month remaining | No (USA-based) |
| Spark (NZ) | Phone, online account, in-store | 1-5 days | Varies by contract | Yes (24/7 local support) |
| Vodafone (NZ) | Phone, online account | 1-5 days | Varies by contract | Yes (24/7 local support) |
| 2degrees (NZ) | Phone, online account | 1-5 days | No ETF if month-to-month | Yes (NZ business hours) |
Contact information for EarthLink cancellation
Use this information to initiate your cancellation via phone, mail, or fax.
EarthLink customer service (USA phone)
Call 1-800-719-4660 (confirm this number on EarthLink's official website before calling, as phone numbers can change). Expect wait times, especially during US business hours (9am-6pm EST). New Zealand callers may find early morning (6am-9am NZ time) calls result in shorter wait times. Have your account number and desired cancellation date ready before you call.
EarthLink mailing address
The standard EarthLink US mailing address for service changes and cancellations is:
EarthLink Customer Service
Customer Service Department
EarthLink Communications
Atlanta, Georgia USA
Warning: Always verify the current mailing address on EarthLink's official website before sending any correspondence. Addresses change, and sending to an outdated address delays your cancellation.
EarthLink online support and help centre
Visit EarthLink's help centre to find the most current contact methods, support email addresses (for follow-up only), and service terms. Do not rely on the help centre as your primary cancellation channel; use it to confirm contact details and locate the mailing address.
Final thoughts: how stopee can help you cancel with confidence
Cancelling an international internet service provider like EarthLink is more complicated than cancelling a local New Zealand service. You're navigating time zones, US-based processes, and contract terms written for American customers. Without proper guidance, you risk missing deadlines, facing surprise fees, or believing your cancellation is processed when it isn't.
Stopee has helped thousands of consumers cancel overseas subscriptions, understand their consumer rights, and avoid cancellation traps. We've seen EarthLink customers lose equipment refund rights because they missed the 30-day return window, pay non-return fees they could have challenged, and file disputes they should have prevented with a single phone call.
Use this guide as your roadmap. Call EarthLink, obtain your Case ID, return your equipment on time, and monitor your account. Keep your records indefinitely. If EarthLink disputes your cancellation or charges you unfairly, reference the Consumer Guarantees Act and escalate to the Commerce Commission if needed. Your consumer rights are real, and you have leverage even when dealing with a US-based provider.
Stopee is here to support you through every step of this process. Whether you need help understanding your rights, crafting a cancellation letter, or disputing an erroneous charge, Stopee's resources and expert guidance make the cancellation process clearer and faster. Cancel with confidence, protect your refund, and move on to a better internet service that respects your time and your wallet.