Initial Business Response /* (**00, 17, ***7/0*/02) */
March 1, ***
***
Dear
***
Thank you for your correspondence to the Revdex.com concerning the speed of your Internet connectionAt ***, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
I want to assure you that we feel strongly about addressing any technical issues brought to our attention as quickly as possibleWe have investigated the technical issues described in your complaint, including performing a full review of the account history, service reports and ***'s response to the issues on each of the various occasions when you contacted our companyWe can confirm that when you had first subscribed to *** in March ***, this service included a *** download speedSince that time however, *** boosted the download speed of *** to *** in March ***5, and to *** in August ***
On November 7th, ***you had downgraded from *** to *** with a *** download speedWhen you contacted our Technical Support department on November 24th, ***to inquire about exchanging your modem, we offered to send a technician to your home to investigate the speed concerns, but you declined this optionWhen you contacted us to report slow speeds again on January 27th, ***we arranged to have a technician go to your home; and you subsequently confirmed that everything was resolved to your satisfactionIn light of the speed issues you say you have experienced, a credit of $*** has been placed on your account
We can confirm that the *** *** Service was cancelled upon your request on January 5th, ***and charges for the service were reversed on the same day
Should you have any additional questions, please contact ***
Sincerely,
***
***
Initial Consumer Rebuttal /* (*000, 19, ***7/0*/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit offered by *** does not cover the time period that they have stated when the ***/sec speed was to commence until I finally received the higher speed last month when the third modem was installed*** *** ***? ***? ***? ***? Why is company policy only allowing * month dispute resolution?
Final Business Response /* (4000, 21, ***7/0*/06) */
I am writing in regard to *** response following our conversations and written letter, in providing him with months of compensation for issues he describes involving slow speedsUnfortunately, this particular case is one that we cannot resolve to his satisfaction, but feel that our proposed resolution is fair given the circumstances
*** is requesting $*** as compensation for not receiving *** speeds for * yearsWe can confirm that *** was paying $** per month for increased speed, as follows: In March ***, this service included a *** download speed*** boosted the download speed of *** to *** in March ***5, and to *** in August ***
On November 7th, *** cancelled his Television service and was downgraded to *** (*** download) with TelephoneOn November 24th, *** called Technical Support to request a new modem, and the representative noted that he offered to send a technician but that *** declinedOn January 2*rd, *** called to inquire why he isn't getting *** and a Technical Support representative requested a new modem be mailed outUpon receiving the new modem, *** called stating he was getting Mbps on a wired connectionAn appointment was booked for a technician to attend on January *0thThe technician who attended, reconfigured some wiring and replaced the modem which resolved the speed concerns
While we appreciate *** feedback and suggestions, we do need our customers to bring technical issues to our attention so that we can work to resolve them as quickly as possible, and did so in this caseWhile there is no information to support ongoing speed issues as described in *** complaint, we have provided him with a month adjustment to cover the $** per month charge for *** service as a gesture of good customer service
Please let me know how you would like to proceed in this case or if you require any additional information
Kind regards,
***
Initial Business Response /* (1000, 5, 2015/01/26) */
January 27th,
*** ***
*** *** *** ***
*** **
B0M 1PRe: Revdex.com Case #XXXXX
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding your concerns with the movement of the
*** channel from the basic cable package to the *** Theme PackAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Due to rapidly rising content costs, from time to time Eastlink may move less popular channels from one package to another in order to ensure overall price value and choiceIn the absence of this approach, prices would rise for all customers rather than for those who enjoy these specific channels
As discussed with our agent *** on January 26th, Eastlink made the decision to move the channel to a theme pack so only those watching the channel on a regular basis would experience an increase in their monthly charges rather than remove the channel completely or cause an overall price increase for all of our customersIt was also explained that Eastlink has added new *** ** channels as well as a new channel called *** to the digital basic cable line up in the last months at no additional cost
Should you have any further questions or concerns, please don't hesitate to contact us
Sincerely,
*** ***
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 5, 2015/02/22) */
February 19,
*** ***
** *** **
*** *** **
*** ***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for sharing your correspondence to the Revdex.com and CCTS concerning your rural
broadband internet performance via Broadband for Rural Nova Scotia (BRNS)At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
As discussed with our representative ***, various factors can impact speeds, including how other customers in localized areas of the network are using the service, as is the case with other BRNS service providers
At the time BRNS was introduced by the Province in 2007, the program was designed to provide basic residential internet services with download speeds of up to 1.5Mbps for internet surfing, email, online banking etcThe program, as specified by the Province, was not designed for applications that require a higher-than-basic bandwidth such as gaming or streaming video and certain apps such as *** Those who use BRNS frequently for these purposes can often impact the efficacy of the service for others
We certainly recognize that the way people use the Internet as well as customer expectations have changed significantly since the service was first introduced in To that end, we are continuously evaluating areas that we can economically upgrade including reviewing other options/solutions for BRNS customers seeking improved service
That includes exploring opportunities through the Connecting Canadians program designed by the federal government to provide greater access to broadband internetWe have submitted an application for funding under this program for this purposeIf we are successful in obtaining funding, this will enable us to upgrade services and offer faster internet service to many customers looking for improved service
Eastlink values you as a customer and looks forward to continuing to serve youIf you have any questions or concerns please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Director of Customer Experience
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from Eastlink is the same response they keep telling me and others, it is basically a copy/paste
*** *** which does nothing to help the dismal internet speeds we have been enduring for months and some for years I do not accept this response because it does nothing to help me/us
There is a small independent ISP willing to give local rural internet users Mbps speeds right now now but Eastlink cannot do anything until they get "funding" from the government maybe the government should fund this small ISP that is willing to help us now
*** increasingly growing disgruntled with eastlink and its employees for telling us things like "you have a connection and that's all that we are required to provide." ,"At least its faster than dialup" , "Our speeds are "UP TO" Mbps" "There is no minimum acceptable connection speed such as 1.0-Mbps" so Mbps connection is considered a speed."
If Eastlink will not upgrade the ancient (in computer terms) equipment and will not give us near 80-100% of the service that we are paying for then I demand that Eastlink reduce my monthly payments to reflect the lack of service which as of now is approx 25% of what it should be at peak times ( approx0.35-Mbps)There is no reason that we should have to live with 25% or less of the speeds we are paying for if this were to happen on a Wired Eastlink connection they would be on it right away saying that there IS a problemI am getting tired of all of the dodging of questions and basically Bull plop they are telling us
I would also like to have the tech info on the exact number of connections on my local equipment including the backhauls , the equipment that is in use etcand the max number of connections that the equipment can hold which I repeatedly asked *** to provide to my emailShe only vaguely told me " there is connections connected and it can hold connections" and she was reluctant to give out any more info even though I did not ask for any personal info on the people connected
In summary I would like a discount on my very very Poor Rural Broadband service from eastlink until it is upgraded to an acceptable level
Thanks for your time,
*** **
Final Business Response /* (4000, 10, 2015/03/04) */
March 2,
*** ***
** *** **
*** *** **
*** ***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for your follow up correspondence to the Revdex.com concerning your rural broadband internet performance via Broadband for Rural Nova Scotia (BRNS)
Upon your recent request regarding service concerns, we can verify that the services are working within the parameters of the programIn reviewing the historical speed graphs for your account, we have been able to identify that speeds of - Mbps have been achieved regularly
The service has been advertised as delivering "up to Mbps" download speeds, with the understanding that various factors can impact speeds as with other internet servicesThe performance levels can be impacted by a number of factors including the type of internet usage of customers in localized areas of the networkWe also notice that you have a router connected to your service, which could result in speed loss compared to a hardwired connectionThis is the same for other BRNS service providers
Eastlink values you as a customer and looks forward to continuing to serve youIf you have any questions or concerns please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 13, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This reply from Eastlink at March 04, is absurd, please provide the exact times you are doing these speed tests on your endI only get 1.0-Mbps at non peak times when most people are in bed or during the work dayThe service should consistently get 1.0-1.5Mbps regardless of how customers are using the service so please do not blame customers for the lack of service at peak timesEastlink seems to have too many connections on outdated equipment, if customers cannot be provided consistent near rated performance at peak usage timesMy complaint to the CCTS that Eastlink has records of which clearly provides proof that my speeds are approx25% of the rated speed consistently at peak hours of usage
I have also stated that I ran these speed tests with my PC directly connected to the service via Ethernet cable without the use of a router or wireless to provide more accurate results and my PC is virus free and all other Programs was closed during testing
*** I have Provided the following link to my speed test results at peak times during approx weeks all of which were in the Mbps download range***
I also ask again that you Provide me with all Tower and Backhaul connection data minus any private customer info
I do not take Eastlinks response as a resolution and I again request a discount on my monthly payment equal to the lack of service provided until upgrades are in placeIf Eastlink continues to ignore my requests for information on tower usageI will be forced to contact a lawyer that specializes in ISP related issues as I have been complaining for months and I believe I have sufficient proof that eastlinks rural internet services are not working as intended
Initial Business Response /* (1000, 5, 2015/09/24) */
***
*** ***
***
Re: Revdex.com Case # ***
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding concerns about the disconnection of your
servicesAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
On *** **, you spoke with our representative, ***, and referenced that a request had been placed to seasonally disconnect services in late ***While we were not able to find any notes on your account to this affect, in the interest of providing a good customer service experience, we have credited your account for half of the charges between *** **, *** and *** **, ***
This credit will leave you with a balance on your account of $***.**Once this amount is paid, we will proceed with reconnecting servicesWe have also agreed to waive the reconnection fee of $**.**
Should you have any further questions or concerns, please don't hesitate to contact *** at ***
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/10/12) */
October 11,
***
Revdex.com Case #
Dear ***,
Thank you for your correspondence to the Revdex.com regarding the disconnection of your Eastlink services
I want
to assure you that we feel strongly about addressing any billing issues brought to our attention as quickly as possible, as well as ensuring that we communicate effectively with our customersUpon receiving your complaint, we conducted a thorough review and found that we had not received any payment on your account after May 19, 2017, despite issuing regular monthly invoicesOur Accounts Receivable team attempted to contact you on July 28th to notify you of the impending suspension, and suspended the telephone service on August 17thAfter not receiving any contact from you following the service suspension, the account was disconnected for non-payment on August 30th
Further to your conversation with our representative***, Eastlink is always willing to work with customers to make payment arrangements when difficult situations ariseIn this particular situation, we were not able to connect with you in order to do soOn September 7th, a billing statement was issued and outlined credits for services from August 30th to September 29th, which were shown on your August 24th billing statementI understand that*** provided you with a $** credit as a gesture of good customer service, and would like to thank you for returning your equipment on October 4thThe balance remaining on your account is $***
Should you have any further questions about this matter, please reach out to*** at *** option
Thank you,
***
Voice of the Customer Manager
Initial Consumer Rebuttal /* (2000, 7, 2017/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They realized the point that I was trying to make and deducted the acceptable amount from the bill
And they gave ample opportunity to pay it
Initial Business Response /* (***0, 6, 2016/06/01) */
***
Re: ***
Dear ***
Thank you for your correspondence to the Revdex.com regarding the charge on your account for missing equipmentAt
Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
After reviewing the account records, we confirmed that the digital receiver in question was returned on April 7thThe $*** lost equipment charge was added to your account in error; this charge has been reversed
On behalf of Eastlink, I would like to offer my apologies for the frustration you experienced, and want to assure you that we are committed to providing our customers with superior service at each interactionI have ensured that my team has reviewed your experience and the processes involved so that we can improve these experiences going forward
***
Sincerely,
***
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2016/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from *** Eastlink to discuss the issueHe apologized for the error and said they would endeavour to improve their procedures to prevent a recurrence
Thank you
Initial Business Response /* (1000, 12, 2016/04/14) */
April 14,
***
***
Dear ***
Thank you for your correspondence to the Revdex.com regarding the damage to your floors incurred during the
installation of home security services
Upon review of the damage to the floors and receiving the quotes for repairs, a cheque for $*** has been sent to your home to address the situationI apologize for the length of time it took to investigate the matter
Thank you again for your feedback as it helps us make improvements to our processesShould you have any additional questions about this matter; please contact ***
Sincerely,
***
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 15, 2016/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received the promised cheque for $*** in the post yesterdayThis should suffice for the floor repairs as per our quotes providedMany thanks***
Initial Business Response /* (1000, 5, 2015/06/05) */
***
Dear Mr***,
Thank you for your correspondence to the Revdex.com concerning the Eastlink services at ***At
Eastlink, we always appreciate the opportunity to address our customers' concerns
On ***, you spoke with *** and confirmed that there are two separate units at ***As there was only one cable connection being billed at this address versus two, the technician on premises disconnected the line running to the second unit
In reference to your concern regarding losing channels, the analog channels are converting to digital in order to offer more competitive and compelling products to our customersWhen upgrading to digital, customers can benefit from an advanced, higher quality video service including an on-screen guide, and more channels thus delivering better value
Should you have any further questions or concerns, please don't hesitate to contact us at ***
Sincerely,
*** ***
Director of Customer Experience
Eastlink
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please be advised that when service was disconnected that Eastlink never contacted me about this, despite the fact that I was the customerA courtesy call or a letter of explanation was the minimum that I would have expected after years of continuous serviceI found out through tenants about the disconnection***
Final Business Response /* (4000, 9, 2015/06/17) */
***
Dear Mr***,
Thank you for your follow up correspondence to the Revdex.com concerning the cost of your Eastlink services at ***
We sincerely apologize that our technician did not notify you that he was disconnecting the line running to the second unit and for any frustration you experienced as a result of the matterWe should have taken the necessary steps to inform you of the situation and we have addressed the behavior of the technician to prevent a situation like this from reoccurring in the future
Thank you again for sharing your thoughts on the matterShould you have any further questions or concerns, please don't hesitate to contact us at***
Sincerely,
*** ***
Director of Customer Experience
Eastlink
Final Consumer Response /* (4200, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern:
***
***
*** I will hold out for months of billing credit, as per my original request with the Revdex.com filingThank you
Initial Business Response /* (1000, 5, 2017/08/29) */
August 29,
***
***
Dear ***
Thank you for your correspondence to the Revdex.com regarding the Early Termination
Fee associated with the
cancellation of your ***
Please allow me, first and foremost, to offer my condolences on the loss of your fatherI
understand that this has been a difficult time, and am sorry for the frustration you've experienced since cancelling the ***on April 22nd at your mother's home in ***
I was happy to hear that our representative *** spoke with you, and agreed to meet you half-way
on the Early Termination Fee, issuing a credit of $*** which will appear on your mother's
September 10th billing statementI can confirm that Internet service remains active at your
mother's home, and the monthly bill going forward will be $*** plus tax per month
Should you have any further questions or concerns, please don't hesitate to contact *** at *** option
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2017/08/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/09) */
***
***
Re: Revdex.com Case # ***
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding your technical issues with your Cable
and Internet
We apologize for your frustrations with past interactions related to the technical difficultiesIn relation to your current issues, we have tried on multiple occasions to arrange an appointment to visit your home to fully investigate your Cable and Internet servicesIn absence of accessing your home, we have also had a Technical Manager check all of the exterior lines and equipment including monitoring the internet from our office and we are not seeing evidence of the issues you are experiencing
As communicated via email on *** *rd and *th, we require your cooperation in arranging an appointment to have a technician come to your home to check the interior wires and equipmentWe will accommodate your schedule and find a time that is most convenient for you to allow for this investigation and repair to take place
Should you have any further questions or concerns, contact *** at *** ext *
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already explained that I have sat at home different times for technicians to come and see what the problem and nothing has been foundI said I was sick and tired of wasting my timeI know I was offered to be able to pick a time for someone to come but I am still wasting my time while the work is being done since you have to be home the whole time they are thereI also feel like some of my issues where not dealt with in a reasonable timeI am definitely not getting my money's worth with Eastlink at all
Final Business Response /* (4000, 9, 2015/07/21) */
***
***
Re: Revdex.com Case # ***
Dear Ms***,
As with any service provider, there may be circumstances in which our technicians may be required to enter your home to make repairs or test servicesAfter you identified an issue recently with your television service, our agents reviewed your services and determined that we needed to send a service technician to resolve the issue on site
Our Technical Managers have also conducted testing as far as where the service enters your home, and found no evidence of the issues you have describedAs a result of this investigation and in accordance with our Consumer Terms of Service, (Section 5) entry to your home is necessary in order to continue investigating
It is unfortunate that we have reached an impasse to resolve the concerns you have described
Should you wish to proceed with a repair appointment, please contact *** at *** ext *
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see this as an impasse at allYou have defective equipment and I have wasted my time over and over on the phone, through emails and through chat on your website which I couldn't do anymore because my internet kept going outI am sick and tired of having technicians in my home
January 23,
*** ***
** *** *** **
*** *** **
***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding the refund for your services at ** *** *** *** *** *** At *** we always
appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
We would like to apologize for any miscommunication regarding your refund requestWe appreciate the chance to follow up internally to ensure that our agents are providing clear and accurate information
As discussed with our representative *** on January 16th, we have investigated the initial and second request for your refundThere has been feedback sent to the representatives that you spoke with to ensure they are up to date on the policies for refund requestsThe refund was sent by *** on January 20th, 2015, which you received on January 22,
Please accept our apologies for the frustration you encountered while your refund request was processed
Should you have any further questions or concerns, please don't hesitate to contact us at
1-888-345-
Sincerely,
*** ***
Retention Team Manager
*** Customer Care
Initial Business Response /* (1000, 9, 2016/10/19) */
October 19,
***
Re: ***
Dear ***,
Thank you for your correspondence to the Revdex.com regarding the loss of channels recently experienced by your
mother
We had uncovered during a regular review of accounts that there were customers still receiving a complimentary preview of certain channels in error but were never being billed for themWe sincerely apologize for any confusion in regards to the removal of these channels
In light of the situation, these channels are once again available on complimentary preview until January 2017, but we were pleased to be able to offer your mother the Value Pack ($*** + tax per month) and the Quality Pack ($*** + tax per month) for months at no costI understand these two packages include the channels your mother was most concerned about losing, i.e.*** but they also include additional channels for her viewing pleasure
We sincerely appreciate your feedbackShould you have any further questions or concerns, please don't hesitate to contact Andrew at ***
Sincerely,
***
***
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 11, 2016/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the second time I have tried to respond but with the wind today my signal was lostI had stated that while I appreciate the quick response of the company it is difficult to imagine that they had provided some customers, including my mother, with complimentary channels for a period of TWO years before noticing the customer was not entitled to be receiving themI have accepted the complimentary bundles the company has offered my mother until January but what happens after that? With winter fast approaching she does not get out much in the winter months and relies on her TV more than any other time of year for her entertainment*** I am somewhat satisfied with the response of the company but not completely satisfied as complimentary bundles for a month period is only a band aid solutionI had countered with a month complimentary pkgbut was told they could not authorize such an arrangementShould the company like to respond again I am open to suggestions
Initial Business Response /* (1000, 5,**015/11/12) */
November 12,**
*** ***
***
***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding the technical issues you were
experiencing with your computerAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
During a conversation with*** on November 9,**015, in the interests of good customer service we backdated the disconnection of your services to September 17,**We have also made arrangements to pick up your equipment on November Once the equipment is picked up, we will send you a cheque for $30.00, which represents the credit balance on your account
Should you have any additional questions about this matter, please contact*** at X-XXX-XXX-XXXX ext.**
Thank you,
***
*
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7,**015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not have "technical issues with a computer"***.I spoke with *** regarding the account,he informed me that a refund was appropriate, I agreed,at no time was an appointment made to come and retrieve the equipment or compensate me for storing same.The apology I asked for was not mentioned by *** nor was the letter I requested indicating that I owed nothing to Eastlink.This was NOT an exceptable response nor does it remotely represent my concerns.I look forward to written communication from an Eastlink representative,as it appears that the response does not reflect the facts of the phone conversations.I cannot continue to store the equipment past November XX XXXX as the space is required by me and my family.If arrangements cannot be made before that date I will have to dispose of the equipment and bill Eastlink for the expense of doing so.My report on this matter will be forwarded to the appropriate agencies on November**1,**if no resolution is achieved.Thank you,*** ***
Final Business Response /* (4000, 9,**015/11/23) */
November**3,**
*** ***
***
***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for the additional correspondence to the Revdex.com regarding the outstanding equipment on your account and the customer experience you had
I would like to offer my apologies for the poor experience you had and assure you that we are committed to providing our customers with superior service at each interactionOur team has followed up on the details you have provided so that our agents are able to provide a better experience going forward
We left a voicemail on November 10th to make arrangements for an equipment pickup on November 13thUnfortunately, we did not hear back so the appointment did not go ahead as plannedWe have confirmed that the equipment was picked up on November**3rdThe credit balance on your account in the amount of $will be mailed out immediately
Should you have any additional questions about this matter, please contact*** at X-XXX-XXX-XXXX ext.**
Thank you,
***
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, 2015/02/04) */
February 4,
*** ***
*** ***
*** **
V0X *** Re: Revdex.com Case # XXXXX
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding the issues you experienced when
trying to get the line repaired to your homeAt *** we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Please accept our sincere apologies for the inconvenience caused when our technicians did not attend your appointment as scheduled as well as the lack of communication when the job was rescheduledWe have submitted the appropriate internal feedback for each of the representatives and technicians as those interactions did not meet our high standard of customer service
As per your conversation with our agent ***, we understand that the cable was repaired and raised to the appropriate height on January 28thWe have credited your account for month of service due to the poor experience with our agents and technicians
Should you have any further questions or concerns, please don't hesitate to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Retention Team Manager
*** *** ***
Initial Business Response /* (1000, 5, 2015/09/18) */
*** **, ***
***
Re: Revdex.com Case #***
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding the issues experienced with your Eastlink High
Speed Internet services at *** and the customer service issues experiencedAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Per the conversation had with our Technical Support Representative, ***, *** *th, a service technician arrived and was able to relocate your modem, resolving the technical issue that you had been experiencing
Please accept our sincere apologies for any frustration you experienced with your Internet service and for the poor experience with our representativesWe certainly appreciate the time you have taken to bring this to our attention, and would like to thank you for your patienceAs a gesture of good will, we have placed an adjustment on your account for one month of internet service, in the amount of $**.**
Thank you very much for choosing Eastlink, we value your businessShould you have any further questions or concerns, please don't hesitate to contact us at ***
Sincerely,
*** ***
Retention Team Manager, Eastlink
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took appointments, one they never showed up, to resolve the issueThis should not have happenedThe tel rep did a bad job of providing pertinent info about the missed appointment and this should be rectified to ensure customer satisfactionIn the end, the last tech quickly pinpointed the issue and corrected itI am also satisfied with the credit on the account but it should not have taken a complaint to the Revdex.com to receive a credit on the account
Initial Business Response /* (1000, 7, 2017/10/05) */
October 4,
***
Dear ***
Thank you for your correspondence to the Revdex.com concerning an outstanding balance that was sent to
*** (***)At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Upon receiving your complaint, we conducted a thorough investigation and confirmed that when you had activated services with us on January 7th, 2016, you had accepted the easyTab option for your new phone as well as the device transfer credit option, where we issued a credit of $*** toward your accountUpon disconnecting your Eastlink Wireless service on June 27th, you had a $*** balance remaining on your easyTab and $*** remaining on the device transfer credit
A final invoice was sent on July 19th, which included these two amounts in addition to the past due amount from June, bringing the total balance to $***Further to your conversation with our representative ***, on September 26th, we have agreed to credit these charges as a gesture of good customer service
I understand that on September 27th, you made a payment to *** in the amount of $***We have agreed to send the payment to you via express mail once we receive it from ***, and anticipate you will receive it by October 28th
Should you have any further questions or concerns, please don't hesitate to contact ***
Sincerely,
***
Voice of the Customer Manager
Initial Business Response /* (1000, 5, 2016/06/10) */
June 10,
***
Re: ***
Dear ***
Thank you for your correspondence to the Revdex.com regarding coverage issues with your Eastlink Wireless
phones at your home
Please allow me to offer my apologies for the frustration you have experiencedI want to assure you that we feel very strongly about addressing any issues brought to our attention as quickly as possibleI understand the signal booster provided to amplify the signal in your home has not improved the experienceIn the interest of good customer service, we have adjusted the tabs for both cell phones on your account by providing a total credit of $***, and have also provided the unlock codes at no chargeYour services are now cancelled, and you will receive a final invoice in July
We are always working to improve our service, and should you wish to reconsider in the future, we would be pleased to welcome you back
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2016/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm so happy to have this resolvedWe have moved our services to another provider but should Eastlink improve the cell towers in our area we would definitely go back as we are really impressed but the services we received
Kind regards,
***
Final Consumer Response /* (2000, 6, 2017/09/13) */
I did receive satisfactory phone call from Senior Product Advisor, and I would like to close this caseThank you
Initial Business Response /* (1000, 10, 2015/06/05) */
June 5th,
*** ***
***
***
***
Re: Revdex.com Case # ***
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding your request for reimbursement for an
additional cable outlet that was added to your account in error in At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
We regret that we were not able to speak with you personally regarding the refund although we made multiple attempts to contact you
After reviewing the account, we have applied a total credit of $after finding that we have been billing you incorrectly since May of This has since been corrected and will be seen on your statement that will print on June Going forward, your new monthly rate will be $plus tax
Please accept our apologies for the frustration you encountered while your refund request was processed
Should you have any further questions or concerns, please don't hesitate to contact us at
***
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, 2015/03/09) */
March 9,
*** ***
* *** **
*** **
***
Re: Revdex.com Case # XXXXX
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding the transfer of services at * *** *** ***
At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
As discussed with *** on March 6th, we reviewed the past interactions related to cancelling your serviceAs a result of this investigation, a credit of $($including tax) was added to your account on March 9th, to zero out the balanceWe have also contacted the collection agency, *** *** *** to immediately withdraw your case
Please accept our apologies for the frustration you encountered regarding your experience
We have followed up internally with the supervisor of the representative to prevent this situation from occurring in the future
Should you have any further questions or concerns, please don't hesitate to contact us at
X-XXX-XXX-XXXX
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (**00, 17, ***7/0*/02) */
March 1, ***
***
Dear
***
Thank you for your correspondence to the Revdex.com concerning the speed of your Internet connectionAt ***, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
I want to assure you that we feel strongly about addressing any technical issues brought to our attention as quickly as possibleWe have investigated the technical issues described in your complaint, including performing a full review of the account history, service reports and ***'s response to the issues on each of the various occasions when you contacted our companyWe can confirm that when you had first subscribed to *** in March ***, this service included a *** download speedSince that time however, *** boosted the download speed of *** to *** in March ***5, and to *** in August ***
On November 7th, ***you had downgraded from *** to *** with a *** download speedWhen you contacted our Technical Support department on November 24th, ***to inquire about exchanging your modem, we offered to send a technician to your home to investigate the speed concerns, but you declined this optionWhen you contacted us to report slow speeds again on January 27th, ***we arranged to have a technician go to your home; and you subsequently confirmed that everything was resolved to your satisfactionIn light of the speed issues you say you have experienced, a credit of $*** has been placed on your account
We can confirm that the *** *** Service was cancelled upon your request on January 5th, ***and charges for the service were reversed on the same day
Should you have any additional questions, please contact ***
Sincerely,
***
***
Initial Consumer Rebuttal /* (*000, 19, ***7/0*/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit offered by *** does not cover the time period that they have stated when the ***/sec speed was to commence until I finally received the higher speed last month when the third modem was installed*** *** ***? ***? ***? ***? Why is company policy only allowing * month dispute resolution?
Final Business Response /* (4000, 21, ***7/0*/06) */
I am writing in regard to *** response following our conversations and written letter, in providing him with months of compensation for issues he describes involving slow speedsUnfortunately, this particular case is one that we cannot resolve to his satisfaction, but feel that our proposed resolution is fair given the circumstances
*** is requesting $*** as compensation for not receiving *** speeds for * yearsWe can confirm that *** was paying $** per month for increased speed, as follows: In March ***, this service included a *** download speed*** boosted the download speed of *** to *** in March ***5, and to *** in August ***
On November 7th, *** cancelled his Television service and was downgraded to *** (*** download) with TelephoneOn November 24th, *** called Technical Support to request a new modem, and the representative noted that he offered to send a technician but that *** declinedOn January 2*rd, *** called to inquire why he isn't getting *** and a Technical Support representative requested a new modem be mailed outUpon receiving the new modem, *** called stating he was getting Mbps on a wired connectionAn appointment was booked for a technician to attend on January *0thThe technician who attended, reconfigured some wiring and replaced the modem which resolved the speed concerns
While we appreciate *** feedback and suggestions, we do need our customers to bring technical issues to our attention so that we can work to resolve them as quickly as possible, and did so in this caseWhile there is no information to support ongoing speed issues as described in *** complaint, we have provided him with a month adjustment to cover the $** per month charge for *** service as a gesture of good customer service
Please let me know how you would like to proceed in this case or if you require any additional information
Kind regards,
***
Initial Business Response /* (1000, 5, 2015/01/26) */
January 27th,
*** ***
*** *** *** ***
*** **
B0M 1PRe: Revdex.com Case #XXXXX
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding your concerns with the movement of the
*** channel from the basic cable package to the *** Theme PackAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Due to rapidly rising content costs, from time to time Eastlink may move less popular channels from one package to another in order to ensure overall price value and choiceIn the absence of this approach, prices would rise for all customers rather than for those who enjoy these specific channels
As discussed with our agent *** on January 26th, Eastlink made the decision to move the channel to a theme pack so only those watching the channel on a regular basis would experience an increase in their monthly charges rather than remove the channel completely or cause an overall price increase for all of our customersIt was also explained that Eastlink has added new *** ** channels as well as a new channel called *** to the digital basic cable line up in the last months at no additional cost
Should you have any further questions or concerns, please don't hesitate to contact us
Sincerely,
*** ***
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 5, 2015/02/22) */
February 19,
*** ***
** *** **
*** *** **
*** ***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for sharing your correspondence to the Revdex.com and CCTS concerning your rural
broadband internet performance via Broadband for Rural Nova Scotia (BRNS)At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
As discussed with our representative ***, various factors can impact speeds, including how other customers in localized areas of the network are using the service, as is the case with other BRNS service providers
At the time BRNS was introduced by the Province in 2007, the program was designed to provide basic residential internet services with download speeds of up to 1.5Mbps for internet surfing, email, online banking etcThe program, as specified by the Province, was not designed for applications that require a higher-than-basic bandwidth such as gaming or streaming video and certain apps such as *** Those who use BRNS frequently for these purposes can often impact the efficacy of the service for others
We certainly recognize that the way people use the Internet as well as customer expectations have changed significantly since the service was first introduced in To that end, we are continuously evaluating areas that we can economically upgrade including reviewing other options/solutions for BRNS customers seeking improved service
That includes exploring opportunities through the Connecting Canadians program designed by the federal government to provide greater access to broadband internetWe have submitted an application for funding under this program for this purposeIf we are successful in obtaining funding, this will enable us to upgrade services and offer faster internet service to many customers looking for improved service
Eastlink values you as a customer and looks forward to continuing to serve youIf you have any questions or concerns please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Director of Customer Experience
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from Eastlink is the same response they keep telling me and others, it is basically a copy/paste
*** *** which does nothing to help the dismal internet speeds we have been enduring for months and some for years I do not accept this response because it does nothing to help me/us
There is a small independent ISP willing to give local rural internet users Mbps speeds right now now but Eastlink cannot do anything until they get "funding" from the government maybe the government should fund this small ISP that is willing to help us now
*** increasingly growing disgruntled with eastlink and its employees for telling us things like "you have a connection and that's all that we are required to provide." ,"At least its faster than dialup" , "Our speeds are "UP TO" Mbps" "There is no minimum acceptable connection speed such as 1.0-Mbps" so Mbps connection is considered a speed."
If Eastlink will not upgrade the ancient (in computer terms) equipment and will not give us near 80-100% of the service that we are paying for then I demand that Eastlink reduce my monthly payments to reflect the lack of service which as of now is approx 25% of what it should be at peak times ( approx0.35-Mbps)There is no reason that we should have to live with 25% or less of the speeds we are paying for if this were to happen on a Wired Eastlink connection they would be on it right away saying that there IS a problemI am getting tired of all of the dodging of questions and basically Bull plop they are telling us
I would also like to have the tech info on the exact number of connections on my local equipment including the backhauls , the equipment that is in use etcand the max number of connections that the equipment can hold which I repeatedly asked *** to provide to my emailShe only vaguely told me " there is connections connected and it can hold connections" and she was reluctant to give out any more info even though I did not ask for any personal info on the people connected
In summary I would like a discount on my very very Poor Rural Broadband service from eastlink until it is upgraded to an acceptable level
Thanks for your time,
*** **
Final Business Response /* (4000, 10, 2015/03/04) */
March 2,
*** ***
** *** **
*** *** **
*** ***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for your follow up correspondence to the Revdex.com concerning your rural broadband internet performance via Broadband for Rural Nova Scotia (BRNS)
Upon your recent request regarding service concerns, we can verify that the services are working within the parameters of the programIn reviewing the historical speed graphs for your account, we have been able to identify that speeds of - Mbps have been achieved regularly
The service has been advertised as delivering "up to Mbps" download speeds, with the understanding that various factors can impact speeds as with other internet servicesThe performance levels can be impacted by a number of factors including the type of internet usage of customers in localized areas of the networkWe also notice that you have a router connected to your service, which could result in speed loss compared to a hardwired connectionThis is the same for other BRNS service providers
Eastlink values you as a customer and looks forward to continuing to serve youIf you have any questions or concerns please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 13, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This reply from Eastlink at March 04, is absurd, please provide the exact times you are doing these speed tests on your endI only get 1.0-Mbps at non peak times when most people are in bed or during the work dayThe service should consistently get 1.0-1.5Mbps regardless of how customers are using the service so please do not blame customers for the lack of service at peak timesEastlink seems to have too many connections on outdated equipment, if customers cannot be provided consistent near rated performance at peak usage timesMy complaint to the CCTS that Eastlink has records of which clearly provides proof that my speeds are approx25% of the rated speed consistently at peak hours of usage
I have also stated that I ran these speed tests with my PC directly connected to the service via Ethernet cable without the use of a router or wireless to provide more accurate results and my PC is virus free and all other Programs was closed during testing
*** I have Provided the following link to my speed test results at peak times during approx weeks all of which were in the Mbps download range***
I also ask again that you Provide me with all Tower and Backhaul connection data minus any private customer info
I do not take Eastlinks response as a resolution and I again request a discount on my monthly payment equal to the lack of service provided until upgrades are in placeIf Eastlink continues to ignore my requests for information on tower usageI will be forced to contact a lawyer that specializes in ISP related issues as I have been complaining for months and I believe I have sufficient proof that eastlinks rural internet services are not working as intended
Initial Business Response /* (1000, 5, 2015/09/24) */
***
*** ***
***
Re: Revdex.com Case # ***
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding concerns about the disconnection of your
servicesAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
On *** **, you spoke with our representative, ***, and referenced that a request had been placed to seasonally disconnect services in late ***While we were not able to find any notes on your account to this affect, in the interest of providing a good customer service experience, we have credited your account for half of the charges between *** **, *** and *** **, ***
This credit will leave you with a balance on your account of $***.**Once this amount is paid, we will proceed with reconnecting servicesWe have also agreed to waive the reconnection fee of $**.**
Should you have any further questions or concerns, please don't hesitate to contact *** at ***
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/10/12) */
October 11,
***
Revdex.com Case #
Dear ***,
Thank you for your correspondence to the Revdex.com regarding the disconnection of your Eastlink services
I want
to assure you that we feel strongly about addressing any billing issues brought to our attention as quickly as possible, as well as ensuring that we communicate effectively with our customersUpon receiving your complaint, we conducted a thorough review and found that we had not received any payment on your account after May 19, 2017, despite issuing regular monthly invoicesOur Accounts Receivable team attempted to contact you on July 28th to notify you of the impending suspension, and suspended the telephone service on August 17thAfter not receiving any contact from you following the service suspension, the account was disconnected for non-payment on August 30th
Further to your conversation with our representative***, Eastlink is always willing to work with customers to make payment arrangements when difficult situations ariseIn this particular situation, we were not able to connect with you in order to do soOn September 7th, a billing statement was issued and outlined credits for services from August 30th to September 29th, which were shown on your August 24th billing statementI understand that*** provided you with a $** credit as a gesture of good customer service, and would like to thank you for returning your equipment on October 4thThe balance remaining on your account is $***
Should you have any further questions about this matter, please reach out to*** at *** option
Thank you,
***
Voice of the Customer Manager
Initial Consumer Rebuttal /* (2000, 7, 2017/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They realized the point that I was trying to make and deducted the acceptable amount from the bill
And they gave ample opportunity to pay it
Initial Business Response /* (***0, 6, 2016/06/01) */
***
Re: ***
Dear ***
Thank you for your correspondence to the Revdex.com regarding the charge on your account for missing equipmentAt
Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
After reviewing the account records, we confirmed that the digital receiver in question was returned on April 7thThe $*** lost equipment charge was added to your account in error; this charge has been reversed
On behalf of Eastlink, I would like to offer my apologies for the frustration you experienced, and want to assure you that we are committed to providing our customers with superior service at each interactionI have ensured that my team has reviewed your experience and the processes involved so that we can improve these experiences going forward
***
Sincerely,
***
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2016/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from *** Eastlink to discuss the issueHe apologized for the error and said they would endeavour to improve their procedures to prevent a recurrence
Thank you
Initial Business Response /* (1000, 12, 2016/04/14) */
April 14,
***
***
Dear ***
Thank you for your correspondence to the Revdex.com regarding the damage to your floors incurred during the
installation of home security services
Upon review of the damage to the floors and receiving the quotes for repairs, a cheque for $*** has been sent to your home to address the situationI apologize for the length of time it took to investigate the matter
Thank you again for your feedback as it helps us make improvements to our processesShould you have any additional questions about this matter; please contact ***
Sincerely,
***
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 15, 2016/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received the promised cheque for $*** in the post yesterdayThis should suffice for the floor repairs as per our quotes providedMany thanks***
Initial Business Response /* (1000, 5, 2015/06/05) */
***
Dear Mr***,
Thank you for your correspondence to the Revdex.com concerning the Eastlink services at ***At
Eastlink, we always appreciate the opportunity to address our customers' concerns
On ***, you spoke with *** and confirmed that there are two separate units at ***As there was only one cable connection being billed at this address versus two, the technician on premises disconnected the line running to the second unit
In reference to your concern regarding losing channels, the analog channels are converting to digital in order to offer more competitive and compelling products to our customersWhen upgrading to digital, customers can benefit from an advanced, higher quality video service including an on-screen guide, and more channels thus delivering better value
Should you have any further questions or concerns, please don't hesitate to contact us at ***
Sincerely,
*** ***
Director of Customer Experience
Eastlink
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please be advised that when service was disconnected that Eastlink never contacted me about this, despite the fact that I was the customerA courtesy call or a letter of explanation was the minimum that I would have expected after years of continuous serviceI found out through tenants about the disconnection***
Final Business Response /* (4000, 9, 2015/06/17) */
***
Dear Mr***,
Thank you for your follow up correspondence to the Revdex.com concerning the cost of your Eastlink services at ***
We sincerely apologize that our technician did not notify you that he was disconnecting the line running to the second unit and for any frustration you experienced as a result of the matterWe should have taken the necessary steps to inform you of the situation and we have addressed the behavior of the technician to prevent a situation like this from reoccurring in the future
Thank you again for sharing your thoughts on the matterShould you have any further questions or concerns, please don't hesitate to contact us at***
Sincerely,
*** ***
Director of Customer Experience
Eastlink
Final Consumer Response /* (4200, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern:
***
***
*** I will hold out for months of billing credit, as per my original request with the Revdex.com filingThank you
Initial Business Response /* (1000, 5, 2017/08/29) */
August 29,
***
***
Dear ***
Thank you for your correspondence to the Revdex.com regarding the Early Termination
Fee associated with the
cancellation of your ***
Please allow me, first and foremost, to offer my condolences on the loss of your fatherI
understand that this has been a difficult time, and am sorry for the frustration you've experienced since cancelling the ***on April 22nd at your mother's home in ***
I was happy to hear that our representative *** spoke with you, and agreed to meet you half-way
on the Early Termination Fee, issuing a credit of $*** which will appear on your mother's
September 10th billing statementI can confirm that Internet service remains active at your
mother's home, and the monthly bill going forward will be $*** plus tax per month
Should you have any further questions or concerns, please don't hesitate to contact *** at *** option
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2017/08/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/09) */
***
***
Re: Revdex.com Case # ***
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding your technical issues with your Cable
and Internet
We apologize for your frustrations with past interactions related to the technical difficultiesIn relation to your current issues, we have tried on multiple occasions to arrange an appointment to visit your home to fully investigate your Cable and Internet servicesIn absence of accessing your home, we have also had a Technical Manager check all of the exterior lines and equipment including monitoring the internet from our office and we are not seeing evidence of the issues you are experiencing
As communicated via email on *** *rd and *th, we require your cooperation in arranging an appointment to have a technician come to your home to check the interior wires and equipmentWe will accommodate your schedule and find a time that is most convenient for you to allow for this investigation and repair to take place
Should you have any further questions or concerns, contact *** at *** ext *
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already explained that I have sat at home different times for technicians to come and see what the problem and nothing has been foundI said I was sick and tired of wasting my timeI know I was offered to be able to pick a time for someone to come but I am still wasting my time while the work is being done since you have to be home the whole time they are thereI also feel like some of my issues where not dealt with in a reasonable timeI am definitely not getting my money's worth with Eastlink at all
Final Business Response /* (4000, 9, 2015/07/21) */
***
***
Re: Revdex.com Case # ***
Dear Ms***,
As with any service provider, there may be circumstances in which our technicians may be required to enter your home to make repairs or test servicesAfter you identified an issue recently with your television service, our agents reviewed your services and determined that we needed to send a service technician to resolve the issue on site
Our Technical Managers have also conducted testing as far as where the service enters your home, and found no evidence of the issues you have describedAs a result of this investigation and in accordance with our Consumer Terms of Service, (Section 5) entry to your home is necessary in order to continue investigating
It is unfortunate that we have reached an impasse to resolve the concerns you have described
Should you wish to proceed with a repair appointment, please contact *** at *** ext *
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see this as an impasse at allYou have defective equipment and I have wasted my time over and over on the phone, through emails and through chat on your website which I couldn't do anymore because my internet kept going outI am sick and tired of having technicians in my home
January 23,
*** ***
** *** *** **
*** *** **
***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding the refund for your services at ** *** *** *** *** *** At *** we always
appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
We would like to apologize for any miscommunication regarding your refund requestWe appreciate the chance to follow up internally to ensure that our agents are providing clear and accurate information
As discussed with our representative *** on January 16th, we have investigated the initial and second request for your refundThere has been feedback sent to the representatives that you spoke with to ensure they are up to date on the policies for refund requestsThe refund was sent by *** on January 20th, 2015, which you received on January 22,
Please accept our apologies for the frustration you encountered while your refund request was processed
Should you have any further questions or concerns, please don't hesitate to contact us at
1-888-345-
Sincerely,
*** ***
Retention Team Manager
*** Customer Care
Initial Business Response /* (1000, 9, 2016/10/19) */
October 19,
***
Re: ***
Dear ***,
Thank you for your correspondence to the Revdex.com regarding the loss of channels recently experienced by your
mother
We had uncovered during a regular review of accounts that there were customers still receiving a complimentary preview of certain channels in error but were never being billed for themWe sincerely apologize for any confusion in regards to the removal of these channels
In light of the situation, these channels are once again available on complimentary preview until January 2017, but we were pleased to be able to offer your mother the Value Pack ($*** + tax per month) and the Quality Pack ($*** + tax per month) for months at no costI understand these two packages include the channels your mother was most concerned about losing, i.e.*** but they also include additional channels for her viewing pleasure
We sincerely appreciate your feedbackShould you have any further questions or concerns, please don't hesitate to contact Andrew at ***
Sincerely,
***
***
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 11, 2016/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the second time I have tried to respond but with the wind today my signal was lostI had stated that while I appreciate the quick response of the company it is difficult to imagine that they had provided some customers, including my mother, with complimentary channels for a period of TWO years before noticing the customer was not entitled to be receiving themI have accepted the complimentary bundles the company has offered my mother until January but what happens after that? With winter fast approaching she does not get out much in the winter months and relies on her TV more than any other time of year for her entertainment*** I am somewhat satisfied with the response of the company but not completely satisfied as complimentary bundles for a month period is only a band aid solutionI had countered with a month complimentary pkgbut was told they could not authorize such an arrangementShould the company like to respond again I am open to suggestions
Initial Business Response /* (1000, 5,**015/11/12) */
November 12,**
*** ***
***
***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding the technical issues you were
experiencing with your computerAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
During a conversation with*** on November 9,**015, in the interests of good customer service we backdated the disconnection of your services to September 17,**We have also made arrangements to pick up your equipment on November Once the equipment is picked up, we will send you a cheque for $30.00, which represents the credit balance on your account
Should you have any additional questions about this matter, please contact*** at X-XXX-XXX-XXXX ext.**
Thank you,
***
*
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7,**015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not have "technical issues with a computer"***.I spoke with *** regarding the account,he informed me that a refund was appropriate, I agreed,at no time was an appointment made to come and retrieve the equipment or compensate me for storing same.The apology I asked for was not mentioned by *** nor was the letter I requested indicating that I owed nothing to Eastlink.This was NOT an exceptable response nor does it remotely represent my concerns.I look forward to written communication from an Eastlink representative,as it appears that the response does not reflect the facts of the phone conversations.I cannot continue to store the equipment past November XX XXXX as the space is required by me and my family.If arrangements cannot be made before that date I will have to dispose of the equipment and bill Eastlink for the expense of doing so.My report on this matter will be forwarded to the appropriate agencies on November**1,**if no resolution is achieved.Thank you,*** ***
Final Business Response /* (4000, 9,**015/11/23) */
November**3,**
*** ***
***
***
Re: Revdex.com Case # XXXXX
Dear Mr***,
Thank you for the additional correspondence to the Revdex.com regarding the outstanding equipment on your account and the customer experience you had
I would like to offer my apologies for the poor experience you had and assure you that we are committed to providing our customers with superior service at each interactionOur team has followed up on the details you have provided so that our agents are able to provide a better experience going forward
We left a voicemail on November 10th to make arrangements for an equipment pickup on November 13thUnfortunately, we did not hear back so the appointment did not go ahead as plannedWe have confirmed that the equipment was picked up on November**3rdThe credit balance on your account in the amount of $will be mailed out immediately
Should you have any additional questions about this matter, please contact*** at X-XXX-XXX-XXXX ext.**
Thank you,
***
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, 2015/02/04) */
February 4,
*** ***
*** ***
*** **
V0X *** Re: Revdex.com Case # XXXXX
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding the issues you experienced when
trying to get the line repaired to your homeAt *** we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Please accept our sincere apologies for the inconvenience caused when our technicians did not attend your appointment as scheduled as well as the lack of communication when the job was rescheduledWe have submitted the appropriate internal feedback for each of the representatives and technicians as those interactions did not meet our high standard of customer service
As per your conversation with our agent ***, we understand that the cable was repaired and raised to the appropriate height on January 28thWe have credited your account for month of service due to the poor experience with our agents and technicians
Should you have any further questions or concerns, please don't hesitate to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Retention Team Manager
*** *** ***
Initial Business Response /* (1000, 5, 2015/09/18) */
*** **, ***
***
Re: Revdex.com Case #***
Dear Mr***,
Thank you for your correspondence to the Revdex.com regarding the issues experienced with your Eastlink High
Speed Internet services at *** and the customer service issues experiencedAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Per the conversation had with our Technical Support Representative, ***, *** *th, a service technician arrived and was able to relocate your modem, resolving the technical issue that you had been experiencing
Please accept our sincere apologies for any frustration you experienced with your Internet service and for the poor experience with our representativesWe certainly appreciate the time you have taken to bring this to our attention, and would like to thank you for your patienceAs a gesture of good will, we have placed an adjustment on your account for one month of internet service, in the amount of $**.**
Thank you very much for choosing Eastlink, we value your businessShould you have any further questions or concerns, please don't hesitate to contact us at ***
Sincerely,
*** ***
Retention Team Manager, Eastlink
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took appointments, one they never showed up, to resolve the issueThis should not have happenedThe tel rep did a bad job of providing pertinent info about the missed appointment and this should be rectified to ensure customer satisfactionIn the end, the last tech quickly pinpointed the issue and corrected itI am also satisfied with the credit on the account but it should not have taken a complaint to the Revdex.com to receive a credit on the account
Initial Business Response /* (1000, 7, 2017/10/05) */
October 4,
***
Dear ***
Thank you for your correspondence to the Revdex.com concerning an outstanding balance that was sent to
*** (***)At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
Upon receiving your complaint, we conducted a thorough investigation and confirmed that when you had activated services with us on January 7th, 2016, you had accepted the easyTab option for your new phone as well as the device transfer credit option, where we issued a credit of $*** toward your accountUpon disconnecting your Eastlink Wireless service on June 27th, you had a $*** balance remaining on your easyTab and $*** remaining on the device transfer credit
A final invoice was sent on July 19th, which included these two amounts in addition to the past due amount from June, bringing the total balance to $***Further to your conversation with our representative ***, on September 26th, we have agreed to credit these charges as a gesture of good customer service
I understand that on September 27th, you made a payment to *** in the amount of $***We have agreed to send the payment to you via express mail once we receive it from ***, and anticipate you will receive it by October 28th
Should you have any further questions or concerns, please don't hesitate to contact ***
Sincerely,
***
Voice of the Customer Manager
Initial Business Response /* (1000, 5, 2016/06/10) */
June 10,
***
Re: ***
Dear ***
Thank you for your correspondence to the Revdex.com regarding coverage issues with your Eastlink Wireless
phones at your home
Please allow me to offer my apologies for the frustration you have experiencedI want to assure you that we feel very strongly about addressing any issues brought to our attention as quickly as possibleI understand the signal booster provided to amplify the signal in your home has not improved the experienceIn the interest of good customer service, we have adjusted the tabs for both cell phones on your account by providing a total credit of $***, and have also provided the unlock codes at no chargeYour services are now cancelled, and you will receive a final invoice in July
We are always working to improve our service, and should you wish to reconsider in the future, we would be pleased to welcome you back
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2016/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm so happy to have this resolvedWe have moved our services to another provider but should Eastlink improve the cell towers in our area we would definitely go back as we are really impressed but the services we received
Kind regards,
***
Final Consumer Response /* (2000, 6, 2017/09/13) */
I did receive satisfactory phone call from Senior Product Advisor, and I would like to close this caseThank you
Initial Business Response /* (1000, 10, 2015/06/05) */
June 5th,
*** ***
***
***
***
Re: Revdex.com Case # ***
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding your request for reimbursement for an
additional cable outlet that was added to your account in error in At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
We regret that we were not able to speak with you personally regarding the refund although we made multiple attempts to contact you
After reviewing the account, we have applied a total credit of $after finding that we have been billing you incorrectly since May of This has since been corrected and will be seen on your statement that will print on June Going forward, your new monthly rate will be $plus tax
Please accept our apologies for the frustration you encountered while your refund request was processed
Should you have any further questions or concerns, please don't hesitate to contact us at
***
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, 2015/03/09) */
March 9,
*** ***
* *** **
*** **
***
Re: Revdex.com Case # XXXXX
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding the transfer of services at * *** *** ***
At Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
As discussed with *** on March 6th, we reviewed the past interactions related to cancelling your serviceAs a result of this investigation, a credit of $($including tax) was added to your account on March 9th, to zero out the balanceWe have also contacted the collection agency, *** *** *** to immediately withdraw your case
Please accept our apologies for the frustration you encountered regarding your experience
We have followed up internally with the supervisor of the representative to prevent this situation from occurring in the future
Should you have any further questions or concerns, please don't hesitate to contact us at
X-XXX-XXX-XXXX
Sincerely,
*** ***
Retention Team Manager
Eastlink Customer Care