Fiber Installation & Onboarding FAQ
Welcome to EarthLink Fiber. Here are answers to common questions about getting your service installed and connected.
Fiber is a professionally installed product. We partner with local installers in your area to provide this service. For any questions, chat with us anytime through our Contact Us page.
When is my installation?
Your requested installation date is being reviewed and confirmed. You will receive an email or text within 2 business days of placing your order, confirming your installation date and time. You can also verify your installation appointment at orders.earthlink.net.
Your requested date is noted on your order. Your installation is still in the confirmation stage, so the date cannot be set or changed just yet. Once your appointment is confirmed, you will receive the details by email or text.
Yes, once your appointment is confirmed. An appointment cannot be changed before it has a confirmed date. To reschedule, use Contact Us to start a live chat, or text 888-441-9144.
You can check your installation order status at orders.earthlink.net. If you still need help, chat with us through our Contact Us page.
Yes. Someone 18 years or older must be present at the time of installation. If your installation does not require access to your home, this will be communicated to you in advance.
The installation may take a few hours for the technician to update internet lines in your home and make sure your new equipment is working properly.
Please make sure the installer can reach the areas where service enters your home and where you would like your equipment. If you rent, you may want to let your landlord or building manager know.
The installer will test the line and replace it if necessary. Your installer will review any work with you before starting.
Who is coming to my home?
An expert technician will install your EarthLink Fiber Internet. Our professional installers are outside contractors from local installers in your area. We request that the installer contact you 30 minutes before arriving.
Yes. Our professional installers are outside contractors who may also represent and work with other companies, but rest assured, you are getting EarthLink Fiber Internet.
In some locations, a pre-configured modem/router is shipped to you for you to install.
You may be contacted by an EarthLink representative to discuss the installation process.
Appointments are not guaranteed, as they can change due to circumstances beyond our control. An EarthLink representative will contact you at the installation contact number on your account if the date or time changes. You can also chat with us through our Contact Us page.
Please let us know as early as possible. Use Contact Us to start a live chat, or text 888-441-9144.
The technician came, installed something at my house, then left. What should I do?
Your fiber connection is in place. In some locations, a pre-configured modem/router is shipped to you to install. To connect it:
For step-by-step setup of your ZyXEL EX2210 modem/router, see our EarthLink/ ZyXEL EX2210 setup guide. If you need help, chat with us through our Contact Us page.
Your installation can still go ahead as scheduled. Once your modem/router arrives, use the steps/link above or chat with us through our Contact Us page and we will help you get connected.
You can check your shipping status using the tracking link in your shipping email. If you need more help, chat with us through our Contact Us page and we can check your shipment status.
My Internet is not working after installation.
Please chat with us through our Contact Us page. Our support team can help with internet outages, slow speeds, and connection problems.
There can be several reasons why this may occur. Does your Internet connection work once you disconnect the third-party modem/router? Yes, please contact the user manual or manufacturer for further assistance. No, Use Contact Us to start a live chat, or text 888-441-9144.
Speeds can vary by device and location in your home. You can check your speed with our internet speed test, then chat with us if you need help.
Coverage depends on your home's layout and where your modem/router is placed. Our support team can help you review your setup.
Visit our Contact Us page to start a live chat, or text 888-441-9144. Support is available 9am to 9pm Eastern, every day.
Visit orders.earthlink.net to check your installation order status and manage your installation appointment.
Visit portal.earthlink.net to manage billing and your account, or pay.earthlink.net to make a one-time payment without logging in.