EarthLink Reviews | Glassdoor

EarthLink Reviews

Updated March 8, 2017
103 reviews

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EarthLink President & CEO Joseph Eazor
Joseph Eazor
17 Ratings

103 Employee Reviews

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Pros
Cons
  • Out of touch upper management, likely due to the large amounts of turnover and reorganizations at the Director (in 26 reviews)

  • low pay with little to no yearly raise, pto is awful, no flex time (in 7 reviews)

More Pros and Cons

  1. "Senior Sales Engineer"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Sales Engineer in Orange, CA
    Former Employee - Senior Sales Engineer in Orange, CA
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I worked at EarthLink full-time (More than a year)

    Pros

    Small Company, good salary, standard benefits

    Cons

    You are only a number, not valued for what you can contribute

    Advice to Management

    Don't play politics when dealing with people's employment lives


  2. "Background Checks"

    Star Star Star Star Star
    Former Employee - SAE in Indianapolis, IN
    Former Employee - SAE in Indianapolis, IN
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Good money, and benefits. Great work location, and decent set of products.

    Cons

    They don't know how to read background checks, and will fire you based off of background errors

    Advice to Management

    Allow your employees to dispute the background checks before taking action and denying its the reason you don't hire, or get rid of your top producers.


  3. Helpful (8)

    "Definition of insanity"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Vancouver, WA
    Current Employee - Anonymous Employee in Vancouver, WA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at EarthLink (More than 5 years)

    Pros

    The people I work with directly are a great asset to Earthlink and are what keep the company moving forward, even with the decisions that keep being made. They are the most dedicated, outside-the-box problem-solvers I have ever had the pleasure of working with so far in my career, and for those that have already left Earthlink I hope to work with them again in the future.

    Cons

    Note: The below points are my personal opinions of how things are at Earthlink and should not be taken as anything other than that.

    1. Too custom of a company - when every customer's network is a one-off build that cannot be properly documented or tracked in your ordering systems, you're going to run into problems like we do today.

    2. Lack of documentation and concrete processes - documentation seems to be a dirty word in this company, as it is rarely provided or is so out-of-date it references systems that no longer exist. As for the lack of processes, I guess not having a process is a process in itself, but it provides no structure to allow for being able to consistently recreate a result. The "no process" process also makes it so that when those individuals that do learn all the variations of the process leave the company, their successors have a steep learning curve to maintain workflow.

    3. Escalate! Escalate! ESCALATE! - this is a favorite of management to get work done. An order can stall in the Sales side of the house for anywhere from 2-8 months while the Sales team works on getting initial order info from the customer. But with one phone call from a customer to the right VP, the time table shrinks to less than one week to verify and provision orders, build out the network and configure/ship devices to the customer's locations so they can get turned up by the end of the week. And the escalation process isn't just for the highest-paying customers either - a simple 3 site network will follow this pattern just as much as a 300 site network. So come prepared to be dumped on, unless you're at the top of the hill.

    4. Lack of career options - Earthlink will only hire certain positions out of certain regions of the USA. So if you want to be in the Engineering department but you're not based out of the Atlanta or Rochester regions, you are going to need to apply outside of the company to perform that sort of work.

    5. Lack of training - The company is afraid of training techs to do their jobs properly, and when asked confronted about it management has been quoted as saying "we're tired of training techs for them to learn from us and then leave for our competition." So now they offer a "trial by fire" training style, where work is assigned to a new tech and they have to bounce around asking senior techs how to do their work until they do it enough times to work on their own (mileage varies heavily in this process.)

    Advice to Management

    Note: The below points are my personal opinions of how things are at Earthlink and should not be taken as anything other than that.

    My advice is this - get your act together! Become consistent in how things are done and stop deviating from it just because you think you can squeeze an extra $50/month from a customer by setting up an unsupportable network design. You need to sell products and services that EVERYONE in the company understands and knows how to fully support, and leave all of the custom work to your Pro Services department ONLY. Or, let the customer go to another company that's setup to handle those custom cases and let them come back to us once they realize we do it better than almost everyone else for the prices we charge.

    If you really want to save the company and keep it moving in a positive direction, stop looking for that magic product or service you could sell that all the customers can't live without - you've been looking for at least 6 years now and still haven't found it, because it doesn't exist!

    Yes, SD-WAN is a cool new technology that's just coming on the scene, and yes Earthlink stands to earn a chunk of that business if they can do it right. But while the SD-WAN product itself is rock solid, your internal processes need a severe overhaul to get where they need to be to make it a great product, both for customers to use and for your support teams to manage.

    Another area to look into is to find and retain some talented programmers who are capable of building in-house tools using open-source languages so that they can help streamline and automate processes to remove as many manual touch-points as they can. Putting more people into a process should never even be mentioned as a solution with today's technology!


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  5. "order entry"

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Order Entry Specialist Telecommunication in Rochester, NY
    Former Employee - Order Entry Specialist Telecommunication in Rochester, NY
    Doesn't Recommend
    Negative Outlook

    I worked at EarthLink (Less than a year)

    Pros

    Plenty of orders to enter into the systems.

    Cons

    Not able to prioritize what should be done first.

    Advice to Management

    Get organized


  6. Helpful (1)

    "Client Account Manager"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Client Account Manager in Penfield, NY
    Current Employee - Client Account Manager in Penfield, NY
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at EarthLink (Less than a year)

    Pros

    - Culture and Freedom. Very nice people to work with and for. Ideas are welcomed by senior management.

    - Operate as your own small business owner. Having to manage over 300 accounts is challenging but you have the freedom to manage your business as you want.

    Cons

    - Minimal training and on-boarding process. All training is done through computer based modules that don't offer much value

    - Quota's are high, less and less account managers are hitting quota and is most cases aren't coming close which leads to very little commission payout.

    - We aren't very competitive in the market right now in terms of offering cost effective bandwidth services.

    - Promotion opportunities are minimal

    Advice to Management

    For those who don't have a Telecom experience, it will take you at least 6 months to feel comfortable since there isn't much training on product base.


  7. "No opportunities for advancement"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Business Analyst in Atlanta, GA
    Current Employee - Business Analyst in Atlanta, GA
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at EarthLink (More than 8 years)

    Pros

    Great people, nice office, good perks

    Cons

    There is very limited opportunity to move up in the company - they often promote without even posting the job, or a manager will just give someone a job upgrade because they're friends - so if you're not part of the inner circle, you won't advance no matter how qualified you are. And they say they pay based on market rates, but whoever determines that is way off - you're assigned to the low end of a salary band and it's impossible to move up.

    Advice to Management

    Want to reduce turnover and stop losing great people? Take a look at the salaries you are paying non-sales folks - your salaries are not competitive and your benefits are expensive!


  8. "Good for a job - not for growth"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - ITS Technician in Rochester, NY
    Current Employee - ITS Technician in Rochester, NY
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at EarthLink full-time (More than a year)

    Pros

    The people you can rely on are decent.
    Good food within walking distance.
    Relaxed (in my dept) on punctuality.
    20 days PTO after 1st year.
    Good benefits.

    Cons

    Horrible communication.
    Constantly changing direction buying/selling companies.
    Horrible compensation.
    2+ years and no raise.
    No bonus regularly for hourly employees.
    Horrible company culture.
    Management cares about costs costs costs. This hurts the customer and employees.


  9. "Senior Relationship Manager"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Relationship Manager in Boston, MA
    Former Employee - Senior Relationship Manager in Boston, MA
    Doesn't Recommend
    Approves of CEO

    I worked at EarthLink full-time

    Pros

    Creative Environment, Positive work-life balance, Lots of great training

    Cons

    Poor health insurance benefits, unpredictable work hours, lack of career path, constant compensation and structural changes. Pay is under industry standard and merit or annual raises for this position do not exist.

    Advice to Management

    Compensation plans should be built for employees to be successful and not based on carrying JOPs for data from a year before with customers that have already left for another provider.


  10. Helpful (2)

    "Senior Manager"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Apex, NC
    Current Employee - Anonymous Employee in Apex, NC
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at EarthLink full-time (More than 5 years)

    Pros

    There is a flexible work environment with many knowledgeable people. It is fairly easy to communicate across the business and different business units.

    Cons

    Executive leadership is constantly changing and bringing in their former co-workers. There is a lack of understanding of the existing business and how to work in unison to improve it. This leads to a lot of frustration within the workforce and repeating past mistakes.

    Advice to Management

    Take the time to learn the business that is EarthLink - its faults and its successes. Stop trying to chase revenue without really understanding whether it is something the company can really support on-going in a financially responsible matter. Special one-time projects take away from developing the core competencies needed to be truly successful.


  11. Helpful (1)

    "Help desk analyst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Amherst, NY
    Former Employee - Anonymous Employee in Amherst, NY
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Some managers and co-workers were good

    Cons

    No raises, non-stop calls, high turnover


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