Eastlink
Reviews and Complaints

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.

In August 2019 I signed up with Eastlink under a promotion to get, what was explained to me some extra incentives for signing up including a smart home lock for my front door. When the tech arrived he also gave me a wifi router that did not serve my needs and did not say anything about it. He also did not put in a service call to get the cable from the road to my house buried resulting in it sitting on my driveway until the following spring, where I had to call multiple times.
This morning I got a call from them stating that because I had never installed the home smart lock I was required to send it back and that they were going to reduce my internet speed and charge me more money. Additionally they informed me that none of the items that they gave me were a promotion and were actually a rental. Because the router they gave me did not suit my needs, and there was no prior discussion about it I sold it. Now they are attempting to charge me for not returned equipment because I told them I am going to cancel my service. Since the conversation this morning I have filed with the CRTC and am preparing to file in Small Claims Court for damages that will exceed the cost of the items they are charging me for

One of your drivers today, in a van numbered 19001 decided that the other 300 people stuck in bumper to bumper traffic on the approach to Bayers Road from Highway 102 in Halifax at around 0747, decided to shove his way into the lane he wanted. This is significant because he was in the offramp lane to Connaught Ave going South, but decided that he could pass others stuck in traffic. It is also significant, because I have complained about this type of behaviour from your drivers in the past. I also watched him do about 80 kms/h in a 50 km/h zone, then block an intersection from pedestrians and oncoming traffic, and run a red light. He was wearing an orange high visibility vest, and was approximately a 30 year old male with dark hair. I last saw him turning right onto Agricola by Olands. A pathetic representative of your company, and just another reason why I will be happy to fire your company when I leave this province in retirement.

Horrible

We have been without internet all day today. This is absolutely unacc. I live in Lancaster Trailer Oark and everyone is out. How am I supposedtowork? This is not the first time either and not once have I ever been given a discount. I can't watch TV without the I ternet either. I called today and was told it shouldn't take long as the techs are on it. That was hours ago and we still don't have internet. Please do something now as I'm a little upset with Eastlink today. Your rep wasn't as friendly as normal either
Thank you
Alison
I work on line so I need my internet

Regarding cellular phones:
Acct number: [protected]

I have been an Eastlink Wireless customer for 15 years or more. I pay for device protection on my cell every month. Recently the screen on my phone cracked and I called Eastlink to take advantage of my insurance and get a replacement. They offered to send out a phone--a refurbished one, not a new one--along with prepaid mailing to return the damaged one. Then they told me there was a fee of over $200 to do this, payable upfront, over the phone, by credit card.
Their phone protection is a joke. The point of insurance is to replace a damaged item. It is not a monthly buy in to fork over more money to get what you're paying for. I'll be taking my phone to a local repair shop, after which I will be looking for a new cellular provider.
The agent on the phone, Carol, even stated directly that "most people don't know about the fee until they call us." I sure wasn't advised of it in the store when I was offered the device protection.
This was incredibly dirty, but seeing as how the company offers absolutely nothing in terms of retention or loyalty rewards, I can't say I'm surprised.

I used their internet service with them because they were the only service providers in town. Every bill was paid in full and on time, pandemic or not. After a few months as another ISP came to town I cancelled my service with them. I dutifully returned their modem and after a while I received a bill for $150 for that modem! I telephoned and they confirmed that the modem had been received, that my account was $0... Yet, after a few days I received an email, from "accounts receivable", still demanding payment and the modem. As I prepared to reply to that email, I received a telephone call from Eastlink accounts receivable! When I told them my mind, that "the email and telephone calls were disrespectful", the only answer that I got was that their lists of accounts receivable are prepared in advance by "the system". No apologies.

Ever since I started with eastlink, my service has been terrible. I constantly lose service, so my calls will disconnect, text messages will take FOREVER and then ultimately not send, and I'll need to try and resend. Its been an ongoing issue for well over a year..at first I thought it may just be the phone, but i got a brand new one and it's been an ongoing issue. I just can't put it off anymore. I feel like I shouldn't be paying so much monthly just to have my calls disconnect multiple times and text messages not go through!
What can be done about this?
I want to hand the phone back and get out of my contract without a hassle given all the issues.
Worst service I've ever experienced!

I am Ankita. I purchased a phone on eastlink monthly installments. With my this month's bill they put on around 400$ saying that i have been calling to USA on contact number [protected] which belongs to my friend who lives in kitchener, Ontario. Please remove this extra charges and do some good investigation on it to provide me with a good solution.

It's only the ones who are not happy with their service that complain, so I will try to keep this to the facts.

Our phone and internet run on one line, DSL, and have been poor to non-useful for the past 2 weeks. We made a complaint and got a technician appointment 3-4 days later (sometime between 8 and 5pm) - already they are causing a wasted day by such a large window.

Tech showed up and did some mice remediation on the lines, got the service a little better, but then called it a day (I guess). The agreement was that they would call once they thought they were done so we could test the line - no call - and really little improvement in quality. In my mind the service call was still open.

4 days later things are still bad, but became worse when we lost the line - they seemed to be resetting every second but weren't available for phone or internet. So we have no service for our business, no 911 service, no internet and nobody can call us to ask questions of our business.

Called Eastlink again yesterday and again today, appointment set for 4 days away. So really we have no service for our business, no 911 service, no internet and nobody can call us to ask questions of our business, for at least 4 days. Nobody to fix the issue available on the weekend - really?

Disappointed in the poor service and the high cost for this poor service. We also live in the country so we are limited to options for this service - likely part of the issue.

Yes I ordered eastlink about 2 months ago they said my credit was good and everything and set appointments up for me but nobody shows a couple did saw 3 trucks within 2 months time and after that they say they need 2 or 3 trucks because of wireing issue they make appointments but dont keep its been 2 months we ve tried bell but same thing 2 months and no internet im using my neighbors internet across the street sence april its getting frustrating

Have been trying to get installed at my house for almost a year all services home phone, tv, internet, and security after 3 no shows one show and cant install as we needed cable to house had that done then scheduled install again and sitting waiting for technician to show get a phone call saying he would have to reschedule as he didnt have the equipment with him what kind of [censored] is this company trying to pull on people they just do whatever they feel like and expect you to just to agree with them

When I moved my cancellation fee was waived because we moved to a place that Eastlink does not serve. After being assured that I would not have to pay the $149, and my account was up to date (I did not owe any money) and my account was closed, I moved on with my life. Two days ago I pulled my credit report to apply for a new car loan, only to find out that Eastlink sent a $149 bill to collections because they had forgotten to waive my cancellation fee! Now I am being told that I will just have to wait it out for them to resolve this issue. No one will take any responsibility for it, no will they put me in touch with a manager. This is absurd. You've done a real number on my credit score and I am now left waiting in limbo for Eastlink to get this sorted for me. I can't believe this.

April 29th called Eastlink for new services (as new customer) for new address. Paid 300$ on visa for faster services.
Hook up was done this Sunday (June 2) for wireless tv, internet, home phone.
Thursday 11 a.m. services cut off.
I called and after an hour of fighting and explaining...was told "oops so sorry wrong customer was cut off" so service was restored immediately .
Today, 11a.m. service cut off again.
I called...they want pictures of my driver's license, copy of lease (don't have one here for 5 months temporarily until new build is ready) and a bill (which I also don't have cause they're all in storage). Old tennant owes money and auditors just realized it.
NOT "my" issue! Auditors should've liked that up before they said yes to hooking me up and now wasting g my 3rd hour of trying to fix this.
I sent all they wanted but now am told when they receive it will take up to 48 hours to restore services!
My husband is blind and disabled and his phone is his only lifeline and his tv is his only life. This is URGENT! AND it's Friday so when will this be fixed? I want an apology and a big discount this is sooo frustrating to an already over the edge couple whose had enough misfortune!
Thanks for helping
Michele

Eastlink is trying to rip me off $621 after I told them to cut off services the end of sept. Oct 16 I phoned and paid my full balance of $391. Now they are telling me I owe them $621! For what? I told them to cut off all my services! Sick of these people, wish I never went with this company. Horrible service, and complete con artists. Do not do business with these people.

After noticing that my bill has skyrocked, I called to see what was happening with my account. I believed that I was under a 2 year contract with payments of approximately 125.00 a month. Evidently, the contract was for 1 year with a 3 year term. It has put my bill up by another 45 a month. I am a lady who lives on a disability pension. There is no way that I would have agreed to 170. A month. Upon calling your customer support line, I have been advised that there is nothing that can be done about the 3 months that I was overcharged but going forward will give me a better deal. Why the heck would I stay with a company who will not listen to the customers complaints. I would expect such company to credit the account for the overcharged amount (as Bell does) as well as make the appropriate amount payable of 125 monthly. I was also told that I was locked in for 3 years on this agreement. This will be additional charges that I will have to pay to get out of this ridiculous agreement. In order to keep my business i want you to credit back the 145.00 that i was charged and extend the promotion to 125.00 a month. If you wont do this, i will continue to the crtc or credit bureau to review this situation. Respond to my complaint by October 10th.

I am very dissapointed with the service i recieved, and when i am done paying off my phone i will be done with eastlink. I think you should change your tab system! I am paying a tab that is more then what your selling the phone for now. The tab plan is cheaper now if i were to buy that phone today. So i bought my phone in may, it is now october but i have to pay more for a tab plan then someone else that buys it today? the price of the phone Would be the same for you eastlink buying from apple it hasnt been that long for the price of the phone to drop like that. So whats the deal eastlink do you think its right to rip your customers off, i can now see why people dont stick around with you as a long term phone, i will also be joining my fellow ripped off Comrads. Thanks for nothing eastlink

I called to have our security key fob replaced (for the second time) and while speaking with the representative, decided I would upgrade to Maestro as well. Appointment was for today. Got a call yesterday that the appointment was cancelled. Called and spoke to someone who said only the key fob was cancelled, and Maestro would still be done. I called again today at 12:30 because they hadn't arrived yet and I was worried that they might not come...it being a beautiful day on a Friday. My gut said this wasn't going to happen. I was right. I got a text that technician was on the way (3:08pm), so I eagerly waited so that we could get this done and I could take care of my errands. At 3:43 I got a text that we missed each other?! I was sitting right here! I'm so angry and disappointed with Eastlink. I cancelled the install and will be looking into switching providers.

My father had a cell phone with Eastlink until yesterday, June 18th 2018. He was very upset about his service, and a run around that led to him not using his phone but continuing to pay for it month after month.

My Dad went to the Eastlink office near his hometown of Berwick, Nova Scotia attempting to cancel the policy. They said he had to go home, and use the cell phone he was having terrible difficulty using, in order to cancel his policy. They told him not only did he have to use the phone he couldn't use to cancel, but he had to be standing in his home address to do it. After months of not being able to cancel because he couldn't use the phone, I showed up to help him. I was able to use the phone to contact Eastlink, his phone of course as demanded by Eastlink. When I got "Joe" with NO LAST NAME as apparently policy, he told me that I had to have my Dad say I was speaking on his behalf. I handed the phone over, and Dad did as he asked. My father is very deaf so all of this was quite difficult. Anyway, then the phone came back to me and I was ready to give all the information. Then he said, oh, I need your Dad again to verify his account number and his address. I explained that he had given me authority to do this for him, and this was very stressful for him and he was quite upset. He insisted I do this or he would not cancel the policy. I asked for a supervisor. I explained he was upset and this was difficult to do, why couldn't I do it for him now. He was very very rude, very insistent, asked me if my father had DIMENTIA! I asked him to have some compassion, and he again insisted there was only one way and it was to have Dad do this himself. I handed the phone to my father and then had to scream instructions to a very upset man, it was awful. I am with Eastlink and I am going to cancel. I think they take advantage of the elderly by keeping them on the hook every month rather than let them cancel. I don't know how many people have gone through this with their parent, or older family member, but it's a terrible position to be in. I think it is cancelled now, I have the number because to say the least I don't trust them. I doubt this man gave his name, but I cancelled at the 1 888 number on June 18th around 2pm Atlantic time, so perhaps someone could find out who he was. I think he should be fired. And Eastlink should be investigated. - Victoria

impossibly slow, permanent situation in West Berlin/Brooklyn, Queens County, Nova Scotia.
9 times out of 10 I cannot load a website, regardless of type of website, before giving up. Data (which is unreasonably constrained to 15 gbs) is used while waiting, trying to open webpages. This level of totally unsatisfactory service is a joke, and perhaps a standard of 30 years ago. The fees charged for this service are exorbitant.
Company personnel admit to insufficient and inadequate infrastructure, have no idea whether or not this might be upgraded some time. As of now customers are being soaked and billed for vastly inferior service. Consequence of this level of service is that important access to websites is not available when needed, period.
Shame on Eastlink.
A best-run company? By what standard? Making money for selling non-existent services?
Looks like a Pyramid Scheme to me.
I am not only disappointed but disgusted by this corporate fraud.
Rolf Seringhaus, West Berlin
June 17, 2018