Execulink Telecom

TV working only 20% of the time. Overcharging me. (Cancelled long-distance yet they still charged me for it).
Internet slow.
I was told because I live in an urban area my television service will be hit or miss. I was told this after months of terrible intermittent service.
I was told that I would get a credit for the mishandling of my account.
I was told the internet was slow because it was my fault. Old desktop. But that didn't explain why it happened on a new phone and others phones on my Wi-Fi.
This is not the first time I have had a problem with Execulink. I have been with them for many years and have many years of problems. The only reason I don't go with someone else is because I have my emails tied up with them. It would be a nightmare to try to change to new emails. I was told I could leave Execulink but still keep my emails for a certain amount per month. Considering what I've been through with these people I wouldn't trust that for any amount of money. And I have some very important emails that I cannot lose.
I believe these people should not be involved when television service. And I would go so far as to say that they shouldn't be involved in Internet Service as well. I just received a bill and on it was some kind of long-distance charge. I no longer make calls on my phone long distance. And as I mentioned at the beginning of this my long-distance was cancelled at the same time that I set up the television. These people have flat out lied to my face, they have treated me with disrespect and they have yet to fix the problem. When I first joined on with the telephone service I was told it was $20 a month. I specifically asked if this was a promo and the mount would go up. They said no. Well it did. When I questioned them on it and even went so far to tell them to go and find the tape, because they tape all the conversations, apparently it was told to me that the tape where this conversation took place couldn't be found. I also originally had unlimited internet. I got a call from them because my bill was sky-high because of the use of internet. I told them I had unlimited. They told me no I didn't. But for an extra cost I could have more internet. Then interestingly enough I now found myself back with unlimited internet.
Worst company ever! I want my moneys back for every dime I paid for tv non-service. For the aggravation alone. I also want the same amount of time I've had tv with them, paid for with the new company I will be getting. I want at least a 30% refund each month for the slow internet service. And the refund for long distance they are charging me.

I am writing in regards to services to be provided to us by execulink to our home address ***.

We contacted execulink in May to inquire about services that they advertise as providing: namely TV (pick your channels), internet and cell phone. The sales representative told us that execulink was unable to provide landline telephone service but could provide all the other services. We agreed to proceed with TV, unlimited internet and cell phone coverage. We also indicated that we would allow execulink to contact Rogers so the $65.00 administration fee would not be charged. Our sales representative sent us by e mail a quote for services, the execulink TV channel directory and indicated that we would select our channels from the directory provided. These e mails are available.

We were then asked to provide a deposit by credit card before equipment could be shipped and provide credit card details and authorization for execulink to start taking out automatic withdrawals. These details outlined in an email from execulink are also available. During the week of June 17 to 21 we received a telephone call from *** (our service representative at execulink) that they could not provide the TV service they had committed to and "we were outside their service area". And further we would be charged the $65.00 administraative fee and $15.00 shipping fee; and we would be responsible for returning any equipment execulink had shipped prior to informing us that they are unable to provide all the services in the written quote they provided. Obviously we were in a very difficult position do we take what services they said they would deliver and continue the TV with Rogers who now provides our services when the inital and main reason we went to execulink was the opportunity to select the TV channels we wanted (pick 10 or Pick 15).

*** told us she would have to check with her supervisor if we would be required to pay the $65.00 administration fee for "cancelling service". I tried to point that we should not be responsible for any charges as execulink promised a service that clearly they could not provide and we should have beeninformed of this prior to a quote, credit card payment and automatic withdrawals set up. In addition equipment should not have been sent by courier until all aspects of the service agreement/quote were verified. We were quite disappointed and alarmed at both the lack of clear and transparent communication form execulink and that they had "taken our money" before knowing that they were unable to service our address in Port Stanley. Our concerns are as follows:

1. Should execulink not a have a process in place prior to confirming orders and taking payment. It appears that the error came to light when execulink attempted to ship the TV receiver to our address. I would have thought that sales representatives would have a checklist or training to verify all services before execulink commits to these services and take payment.

2. We kept hearing from execulink that these are "our processes" (paying the administration fee and returning equipment and we only found out afterwards that it had been shipped). is it acceptable that there is no process in place to ensure that this does not happen to customers who in good faith are looking at execulink's advertised and stated services.

3. Given that we were away we asked the sales representative we spoke with to stop the shipment by courier. She said that this was not possible as the router etc. Had been shipped and it was our responsibility to return it using the shipping labels they provided and we would not receive our $80.00 until the router etc. was returned. Please note on Tuesday, June 25 our neighbour telephone us to inform us that the courier left the equipment unattended on our porch while we were away. (we were not expected home for a wee). I had asked execulink to stop the delivery as we would not be home. I also wanted to emphasize again that execulink said "that once shipped the equipment was our responsibility" but did not require a signature for receipt of equipment nor did the courier call us to confirm date and time when the equipment would arrive at our address. The equipment "just left on the porch" could have been taken or exposed to inclement weather.

4.Execulink kept saying it was human error and while they apologized it seemed clear to us that during conversations they did not feel that they had to take any responsibility. ("we just followed our processes") To the point I was told "haven't you ever made an error". I replied that this was not about me but the issues that we encountered with execulink.

5. In the most recent telephone conversation with another sales representative she kept saying she would hang up as (according to her "I was shouting"). I probably was loud in voicing my concern however if you listen to the record conversation which she says was recorded) you will hear the frustration in my voice as the same comment was repeated over and over again which I took to be "we are not responsible, we follow our approved process, you must follow the rules we set to receive your money back"

6. When I asked to speak with her supervisor I was told they don't provide that information and that she would put in a request however it appeared that her supervisor would make the call if she wished to do so. The supervisor did call back but mainly to ensure we received the labels to return the equipment that was shipped. This email response is included as well.

Dealing with that company was one of the worst experience ever
I requested simple service of internet, tv and home phone line.
My phone did not work, TV in the bedroom ether and one working tv was ok for about 45% of time,
I spend about 15 hours with technical support and my issue was not resolved and was forced to change provider. Sales person promised to get me some refund for insufficient service.
At the end I get no refund, sales person was unprofessional and two months of having very bad service cost me about 350 doll !!!
very, very unhappy

I bought their TV service on June 30 and it was a complete disaster, had to buy a new wireless router, and once installed my internet usage spiked.

On June 30 , I purchased 3 *** boxes from Execulink.
This was not an Awesome experience.
There are several things that happened that made this experience very frustrating.
1. In my initial conversation with Execulink, I stated that I had a wireless *** router. Nothing was indicated that I needed a USB port on this router .
2. I received the *** boxes and followed the "Quick Connect Guide", I have attached a picture.
3. After following the instructions on the TV screen, I received the following message " The access point is not available at this time".
4. I called Execulink support and was told that I had to plug the *** box into my *** router with an ethernet cable to download info.
5. This did not resolve the issue and so it was agreed that I needed a new wireless router.
6. I bought a new *** wireless router - which was recommended by *** at Execulink.
7. After 2 days on the phone with *** support, it was determined that the new router that I had just purchased was defective so I ordered a new router directly from *** which they recommended for my application - ***.
8. That router arrived July 12 and *** support helped me set it up and it was working (because we tested it with my wireless Laptop).
9. When I tried to use one of the *** boxes with a TV, I got the same message as in 2. above - " The access point is not available at this time" .
10. Totally frustrated, again I called Execulink support, spoke with *** who told me that I needed to take the Wireless Adapter from the *** box and plug it into the USB port on my new wireless router and leave it there for 10-15 minutes. Again, this is not detailed in your "Quick Connect Guide" nor had anyone from Execulink support told me to do this.
11. After doing what *** told me to do , I was able to get one TV up and running !
The other 2 TV's are now functioning on July 12 !
I would recommend a couple of things to make this an Awesome experience for future customers.
a) Update the "Quick connect guide" to include a step to plug the Wireless Adapter into the USB port on the router for updates.
b) Share my email and experience with your support staff as a training exercise.
Once I started using the TV's my internet usage started to spike and I kept getting messages from Execulink that I was going to exceed my limit and would incur extra charges. Obviously this is not going to work.
I called Execulink an asked to speak to a manager on July 20 but did not receive a call back. I finally cancelled my TV service on July 24.
I have asked to have the TV portion of my July bill ($166.88) cancelled but they don't seem prepared to do that.

I ordered execulink in Dec 2015. It took them 2 weeks to get my internet going. I had to call tech support every day until they asked me to pick up a modem from a store on oxford. That modem worked. When I had to move in may 2015 I canceled my service. They wouldn't let me return the modem to the store in London. Unable to get to Woodstock exeulink put me in collection right away. ***.