Eastlink
reviews and complaints

Worth the read - this all took place in the course of about 5.5 hours

1st person on text - went through all normal reboot steps etc.. to get internet back. They then confirmed that many people in our area were calling in with issues. Was told to wait until it came back as it was a network issue. Left the house to do errands - received an email saying a tech was coming out on Tuesday January 3rd between 8 and 12. I did not book this appointment...

2nd person on chat - told them I did not book this appointment and wouldn't have as I have to work so why did I get this email? He cancelled the appointment. I asked more questions and said he would have to put me through to someone else.

3rd person on chat. - almost had to tell my whole story again when she finally pulled up my previous chat info with the other two. She said that the system was not showing as having any network issues in my area - that everything was resolved. I was just getting home from errands and made her wait until I got back into the house. Internet was not back on - she said she would have to transfer me back to tech department as it was probably our router and I would need an appointment. I questioned about having to tell my whole story again and she literally said "sorry"

4th person on chat - said that they were still working on the internet issue in my area. Told her that previous person said there were no outages. She literally said they were waiting to hear back from the crew (I screenshotted everything from last 3 text chats as I couldn't believe what she was saying) she ended the chat saying there wasn't anything else she could do for me.

Phone call to Eastlink - person #5 - told my story again. He confirmed that there were not any active service calls nor had there been any outages in my area. REALLY? Said all he could do was book a service call for us- in 4 days (this is New Years weekend). At this point I am livid and told him I may or may not call him back to book an appointment as we would have to arrange for someone to be at the house due to work commitments. Ended the call.

10 minutes later I get another email to confirm our appointment for Tuesday January 3rd between 8:00 and 12:00 - I did not book this appointment. So frustrated by now that all I could do was email them back and tell them I did not make this appointment and would contact them if and when I could make arrangements for someone to be here or if I could find another internet provider in my remote area.

Will be sending my screenshots of my conversation to as many Corporate members of Eastlink as soon as I can find their addresses.

Worst...Customer,...Service...Ever... and I am not a complainer

Consistently the internet loses connectivity, we call only to experience long wait times, if we can get through at all. When we do get through, we are told it's a problem on our end and nothing to do with Eastlink, I'm not sure how the consistent loss of internet and poor connectivity is our fault and not that of the internet provider, my business isn't internet service! I do pay for the service I'm not getting and it seems I pay to take blame for their service not working as well. It is embarrassing having to explain to clients that our Eastlink service is poor at best when access is lost.

Interestingly enough our clients have said their home service is as poor. Eastlink doesn't seem to want to provide good internet or good customer service (they're good at point fingers away from Eastlink as the problem with the service though).

Eastlink did offer to sell us more equipment for another increased monthly charge, imagine charging us more for poor service when they're not being accountable to the service they're already providing.

This has been a constant battle for more than a year now, we haven't changed but their service certainly continues to get worse.

What is our time as valued customer worth while you wait and hope you get an answer. Taking into consideration there is a three hour difference I have adjusted my call times attempting to reach them. Customer after customer has stated here the wait is brutal and how do you contact them. Chat is no faster as you will wait there as well.

I am to the point of simply not paying the monthly bill and wonder how long they would be willing to wait to speak to the customer. What a shame I have watched this happen in Canada before where a business becomes viable and they are bought out by entities like Telus, Bell or Shaw. Worse yet by another American company.

So Eastlink as a valued customer according to your ranking the ball is in your court. Oh and by the way the new cable coming into my home was to be repaired three months ago... Just another form of waiting once again... If you want our business answer your phone...

Composting Man

I am very disapointed with eastlink right know. I have tried several times to reach someone considering my television service I can never reach any one. I alson have an issue right now where my son has to contact us by collect call no one where he is can explain. I need to know if I can get a package for a period of time or how much it cost everytime he calls. The latter issue is very important to me.

My computer has been recently reconfigured. As a result I lost my Eastlink email and account information.

I tried Email Password Manager with no success? The site does not recognize my account number "[protected]."

It does not recognize my email address or password.

The site said; "The provided email address and password combination was not found in our system. Please verify your email address and try again. If you are unsure of your password, please call Eastlink customer service at [protected]."

I called was transferred after a long waiting period, and my call was dropped.

And so in desperation when to town to speak to someone in person at a kiosk who told me he has no access to this information and that I had to call.

He told me to write you a complaint.

My email = [protected]@eastlink.ca

Password = Pepper

account number "[protected]."

Recovery email account is = [protected]@gmail.com

We have not had internet at our cottage since around June, we called and they said they could only send a technician during the week, I guess they don't work weekends. We are only at the cottage on weekends. Your internet is expensive and we have had none all this time. You will also not allow us to cancel our internet. We were on hold for over an hour and a half and no one answered the call. Tried chat but after 45 minutes I had to leave. Your customer service is the worst I have ever experienced. Plus when we signed up we were given an install date three weeks out, they never came on our appointment day. I was later informed that they ran out of time so I was placed at the bottom of the list another three weeks out, unacceptable. I didn't think it was possible to be worse than Bell and Rogers but you have succeeded.

I had placed a pre-order for iphone 14 xsmax 128 gb space black along with the unlimited data plan more than month back.

Eastlink pulled up my credit, approved me on the contract, sent the receipt over email and asked me to visit the Eastlink store in Moncton to pick up the phone. When I reached the store I found out there was no phone available and there was a shortage on iphone.

Great stuff.. No one from Eastlink even bothered to call, text or email me and let me know what’s happening. It’s me who is following up with East Link every other week and listen to the same generic reply every time.

The only reason I am not going with another service provider is because I don’t want every provider to pull up my credit which is going to affect my credit score..

Would appreciate if someone can please update the status on my phone since my first experience with Eastlink has never been even close to satisfactory thus far.

Looking forward to hearing from you.

Many Thanks

Souvik

I wait for 45 minutes to get a person to ask them why the password reset email does not work. They do not know why after verifiying my email is correct which I know is correct because I just got an email asking for payment ( I had to cancel my previous Visa because I lost it ). They say they can put me through to tech support which is another wait. They suggest I pay using cell. I go through all the motions, put in my account and then it says they I cannnot pay. What am I supposed to do now! Can't pay by phone and can't access online

I moved from Ontario to Alberta, in doing so asked if I could take my services with me. I was given a new Alberta account but told I needed to return my wifi perfect and modem ( which isnt a problem)

I was emailed a return label but didn't have a printer, I was then told I could visit my local eastlink and be given a return label. I did just that, I went to the Timmins square mall , obtained a return label , they were lovely they even gave me a box and tape!

I took it over to Canada post, I took a photo of the label and kept my receipt . Today I received an email that I am being charged $267.46 , for my account [protected] . The tracking number for my shipment is [protected]. I spoke with accounts receivable today , she had stated the warehouse was backed up and that as soon as things were in order I would be refunded but couldn't not confirm they received my shipment nor that date I would be refunded if any.

I did not think it was fair given the fact that their warehouse being backed up had zero to do with me returning my items and having the proof that I did so. It is not fair to do this to your customers, and worse even there is nothing in your consumer agreement that dates you can charge your customers due to your own delays.

I now, have to follow up until this is resolved , and was given no time frame or next steps, just was told to send this email in.

If this cannot be resolved within the next 72 hours, I will not only be cancelling my new eastlink account for home services in Alberta but also be reporting this misconduct to the better business bureau and seeking legal recourse, as I can just imagine how many others are facing the same issue without their knowledge of the legal system and your contractual obligations to your consumers.

I put my TV and Internet service on seasonal hold a few days ago. My plans changed and I wanted them to be restored.

I waited for return phone call from Eastlink for more than half an hour. The the lady spent one minute with me and without telling me put me on music for half an hour and then silence for ten minutes and I had to hang up. I called again and held phone for about 40+ minutes. No one answered.

Then I chatted. Went nowhere with it.

I do not understand why I cannot restore my services sooner, as I am the one paying for them.

I want the services restored immediately.

East link has an extremely long wait period every

time I call.

Can they not put us on a call back instead of having to wait on the phone; tying up the phone line? Why not have a call back option?

Very disappointed in the service and we are contemplating cancelling all our services with you. Hopefully you will rectify this problem befor the end of the month. I don't want you saying sorry for the delayed response anymore.

I went directly to the eastlink store Timmins ont to get information on a channel i wanted , when i ask about it , he could not help me, he said he doesn't know anything about the channel, i asked him to look it up on line with me and said he could not because he didn't have internet at the store then he started to compare himself to a mechanic saying even a mechanic doesn't have all the answer. First of all an eastlink store that cannot go online to check for a customer is pathetic excuse . i was so insulted with this little young [censored]! YES [censored]! that i will be cancelling eastlink all together i will be letting everyone o know of the experience I had there

I have had my account escalated over 6 times now, have been charged for periods without service, and have documented the absurd Stress and Frustrations I have had to deal with and have witness accounts of these frustrations and a few of the ridiculous staff and customer services I have had to endure. I keep screenshots, phone recordings, handwritten and dated notes, and so on as I am a AISH client connected with specialists due to my conditions. There is factual evidence that the amount off stress and ridiculous frustration I've endured has worsened my mental and physical well-being. I have record of these accounts with the backup of my specialists like therapists, social worker, and counselors as well as medical records to these facts. I still am waiting on my conduits to be done and have suffered financial loss and confusions that have affected my personal finances as well as my mental and physical health...

Honestly, you guys give your word-of-mouth power just as easily as you take it away... What kind of honest word of mouth and facts do you think you'll receive as my review with these factors taken into account!?

(Record accounts of just a little bit of the "customer services" I have had to deal with are attached, I have more records as well as witnessed accounts that are not attached to this complaint)

We stuck with Eastlink for many years over their many acquisitions and mergers, and watched their customer service decline and their service offerings and equipment become more and more out of date. Finally, our system (many years old at this point) failed again, and it was over a week to have it repaired. They have no local service providers and phone support was from Hamilton Jamaica -- a bit of a cluster...

We transferred to a local telecom supplier and were connected in one day, much faster internet speeds and more extensive media offerings. We're much pleased with the change and would recommend to others.

We packaged the equipment, and returned through our local post office following the instructions, but unfortunately we were not offered a tracking number from Canada Post, and did not have the presence of mind to ask.

That was a big mistake because of course, consistent with their poor organization and operating systems, they lost the equipment during the return process.

Without the tracking number, we cannot negotiate a resolution and they have submitted our account (for $550 Cdn) to a collection agency rather than taking the time to negotiate with us.

At this point - we plan to let the collection process play out and take the hit on our credit report rather than pay Eastlink $550 for equipment that could be replaced for half that.

I upgraded a samsung on the 20 aug 2022 and purchased a hd cover protector for the phone. On monday the cover started coming off and had air bubbles in I tried to fix it and it crackec. tried pfoning in sudbury for 2 days and no answer and cant even leave a message. I called head office they told me to bring it back to the stire they should replace and if not call us back. Today went in and the worker comes running in opened the door we walk in he states we are not open yet. a second later the girld comes over I explain to her and she has no clue what it is or what to do she goes to the guy and he sayd we dont replace call the company and I ask him you are not going to replace it he sys again call the compnay at this point im fuming and yes I did get up set and use a foul wrd I left the store came home and now I guess I have to order a new one even though it was lifetime warranty. at this point im debating if I should keep eastlink or change it depends on the outcome of this situation. ty stephanie

Can I suggest that we are told about actual freeway closure before Springvale Road. we did not see any message on the screens at 8pm. We got messages that lanes were closed in the tunnel but no freeway closure that turned out to be the other side and then forced off the freeway. When I got back on after Camberwell road we then saw a message about freeway closure. Too late.

In the tunnel radios did not work for messages as we had DAB(digital) station on entry selected. When changed to Fm or am we got messages but again no detail on why lane was closed outside the tunnel.

I hope we are not charged for using the tunnel tonight as it did not save us time but added 20mins to our journey.

Regards Craig Young

For the last 2 years, and at random intervals, Eastlink resets all my scheduled recordings to standard definition lower channels & not the HD channels that were programmed. The latest incident happened on 2 February 2022. I have spoken to tech support many times & was told that they are aware of the problem & looking into it! This has happened on average, once a month, so at least 20 times so far? It takes me half an hour to cancel all recordings & reset to the preferred channel (HD). Surely there must be some accountability on the company’s side?

Because these changes are at random times many programs were not recorded because of a clash in times as many are repeats at different time slots.

Absolutely horrible customer service. My spouse and I combined our plans and purchased a new phone. Have never been late with a payment. Had our service unnecessarily suspended today and without notice. The bills are not due until Jan 25th (previous plan) and Feb 9th (new plan). On the phone for hours and spoke with 8 customer service representatives. When asked to speak with supervisors, they impersonated them. Only 1 actual supervisor called back (Lisa). Who actually raised her voice at my spouse and hung up on him. We have filled complaints including with the CEO of Eastlink and I'll be sure to follow up with these. Noone would take accountability. After hours and 8 representatives, our service was finally restored. I highly suggest avoiding Eastlink for mobility services. Besides the horrible customer service, the actual service coverage is subpar. We will be canceling our service and moving to another provider.

I have tried to get basic information from my Eastlink provider for my business. Not only was the first agent rude to my business partner. We were on hold for hours and then finally promised a callback, which has also taken hours. After numerous "chats" with undesired results, I'm left to wonder about the service we are paying for. This is disappointing to say the least and am looking forward to resolving this issue as soon as possible.

I was travelling to Peru for 3 weeks and needed a cell phone plan, while I was there. I went into my Eastlink Account to add a plan and saw a plan for $150, it was talk, text and 100 mb of data for 31 days. When I tried to add the plan it wouldn't work, so we went into the Eastlink store, showed them the exact plan I was looking at and the staff member added the plan, warned us that the 100 mb of data would run out very fast and sent us on our way. I returned back to Canada to find out that I was charged for my phone calls while I was away. When I contacted Eastlink they told me that the plan was 100 minutes for calls, which I have the photo of the plan I showed them, there is no asterisk or fine print saying there are charges for phone calls, it says talk, txt and 100 mb of data. They then told me they would look into it and call me back within 24 hours. After 24 hours, I heard nothing so contacted them again, was told it would be 48 hours before they would respond. After 4 days I finally got a call back telling me that even though the plan I showed them says that, it's not the right plan and that there is nothing they can do. I explained that you can't mislead a customer by not informing them of extra charges, that the plan has to show something saying that I will be charged extra for services. They apologized and said they will continue to look into this and see what can be done. She then informed me it would be another week and I would he be from them on Monday. Here we are 2 weeks since I first called them and they have don't nothing to rectify the problem and continuously just say they will call us back.

At this point it feels like they are just trying to waste time until our phone bill is due. We have been with Eastlink for 10 years and never once had an issue or a complaint.