Initial Business Response /* (1000, 5, 2015/01/12) */
January 12,
*** ***
*** ***
*** **
*** *** Re: Revdex.com Case #XXXXX
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding your concerns with your customer service
experience with *** 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 are happy to confirm that the services were restored to your satisfaction prior to contacting the Revdex.com and apologize for any inconveniences you encounteredAs per your conversation with our agent, *** on January 12th, we can assure you that we have reviewed the call internally and have sent the appropriate feedback to the original agent's manager
We have also booked an appointment to have telephone services reinstalled on January 17th and have offered you a discount for monthsYour monthly rate will be $plus tax for the next months and includes the Watch, Surf and Talk bundle with Wifi, DVR, High Definition, Eastlink Internet Security Services and a Non-Published numberIn addition, we have offered you a total of Bonus Air MilesYou will receive Air Miles up front, then Air Miles every quarter over the next months
Should you have any further questions or concerns, please don't hesitate to contact us
Sincerely,
*** ***
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 8, 2017/08/14) */
August 14,
***
***
Thank you for your correspondence to the Revdex.com concerning your*** Wireless ServiceAt***,
we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
I was sorry to hear about the frustration you experienced when we did not notify you when the payments you made to your account in March and April, were unexpectedly recalled by *** in JuneWe have taken the opportunity to conduct a thorough review of your experience and will use the knowledge to improve going forward
I understand that my team connected with you on August 4th and that you made a payment of $*** to clear your account balanceAs a gesture of good customer service, a credit of $*** has been applied to your Wireless account and will appear on your next billing statement
Should you have any additional questions about this matter, please contact *** option
Sincerely,
***
Senior Manager, Wireless Customer Care
Initial Consumer Rebuttal /* (2000, 10, 2017/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because I traced the bill payments and it seems it may be rightNow because of the *** dollar plane ticket rip off that was caught by *** and associates we are still on alertStill I hope that this is the end of the problems as now the bills for*** are paid separately through our ***Why do we pay both Wireless and Internet access as two separate accountsThe reason any of this happened is directly because we could not get them put togetherWe are still being burned because of it, There also was *** dollar bill at*** wirelessWe were supposed to be paid up as you and I saw in there response to you since I paid them *** dollarsIf they are taking ** dollars off and it is all paid upWhy do I see a unpaid portion of *** dollars? They need to fire someone before I have to find a new internet and wireless provider
Final Consumer Response /* (2000, 6, 2016/12/01) */
Today *** after months my balance owed to me by Eastlink has been paidCheque recieved by express post***
Initial Business Response /* (1000, 5, 2017/02/17) */
February 18,
***
Re: Revdex.com Case #
Dear***
Thank you for your correspondence to the Revdex.com regarding the technical issues you experienced with Eastlink
Internet service
I want to assure you that we feel strongly about addressing any technical issues brought to our attention as quickly as possible, as well as ensuring that we communicate effectively with our customers and provide an exceptional customer experience
We have investigated the issues described in your complaint, including performing a full review of the account history, service reports and Eastlink's response to the issues on each of the various occasions when you contacted usBased upon our review, we can only conclude that we have taken all of your complaints seriouslyI understand that the service was still operational throughout your time with us, and that the issues you describe were intermittent
As discussed with our representative, *** on February 15th we have applied a credit to the account in the amount of $***+ tax, which represents **% of service fees remaining on the accountYou had agreed to return the modem and we have sent shipping labels to you via email on February 17thOnce the modem is returned, the ending balance will be $***
Should you have any additional questions about this matter, please contact *** at ***
Thank you,
***
***
Eastlink Customer Care
Initial Consumer Rebuttal /* (**00, 9, 2017/02/21) */
Hi,
I was told upon fixing the issues (never fixed) that I would be reimbursed for the period that services were not working properly
Furthermore you make it sound as if this is only a technical issueThe inconsistent information, lack of communication, no follow up and me having to continuously hound east link for any answers is why this went on for as long as it did (over months)
***
I do not find this solution acceptable
Thank you,
***
Final Business Response /* (4000, 12, 2017/03/02) */
I am writing in regard to *** response following our offer to meet him half way on service charges incurred between his last payment in June and the November 14th, when he was disconnected for non-paymentUnfortunately, this particular case is one that we cannot resolve to his satisfaction however, our significant attempts to respond to his concerns and the credits already applied to his account are, in our view, sufficient responses
I would like to provide you with some background: *** was connected with Eastlink from March 3rd, until November 14th, at which time he was disconnected for non-paymentHe paid $*** for services while he was connected with us, and his last payment was received on June 15th, As a result of the technical issues reported, Eastlink had issued a credit of $** + tax to his account on June 10th, in addition to the credit of $***+tax issued on February 15th,
In reviewing his services, we concluded that all of his complaints were taken seriously, we responded fully to the issues raised, including by arranging to send technicians to his home on five separate occasions during his time with us however, he had cancelled three of these appointmentsMost recently, we had attempted to send a technician to his home on October 25th, to investigate the issues he was describing however, he cancelled this appointment as well
The credits already applied to his account have been very generous given the fact that even if he may have experienced intermittent issues, as he described, the service was still operational throughout the months he was with us, as is evidenced by the $*** + tax in Internet Usage charges that were incurred throughout this time for regularly exceeding the *** GB Monthly Included Usage allowance (Edge Internet service includes *** GB of Monthly Included UsageOverage is charged at a rate of $***/GB to a maximum of $**)Moreover, the credits we applied to his account exceed any such amount he would be entitled to under our terms of service
Kind regards,
***
Final Consumer Response /* (4200, 16, 2017/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Resolving to my satisfaction is simply providing what I am told you will provide
I was told the issue was not at my houseAdditional visits to my house were unnecessary as the techs who had already visited were unable to accomplish anything
Regardless, how many visits does it take? When eastlink only offers an all day appointment on tuesdays for technical troubleshooting, I am required to miss a day of work, like a human being I work tuesdays
This concern I raised before installing eastlink, when install took several months I explicitly asked if any technical issues would be addressed with the same scheduleI was assured the service technicians work a more flexible schedule than the install techniciansJust one more piece of inaccurate information
For compiling purposes may I please be provided all correspondents since first contact? Laying out the information I was given will make this very clear
With regards to the usage, yes we tried to use it to the best of our abilityfor comparison purposes our household usage for the remainder of November(half a month) was *** gb with usable ***I guess we got excited to use the internet again
Thank you,
***
Good day,
I didn't respond to any further correspondence after our issue was resolvedPrior to the message to the Revdex.com from Eastlink, I'd been contacted by their repMatt, he waived the earlier termination fee for the security contract and worked with my availability to ensure the uninstall was coordinated appropriatelyHe listened to my concerns and was apologetic of the poor experienceWe were very long time Eastlink customers, and have had a number of disappointing customer service conversations in recent monthsWe are trying out a new company for all our entertainment and security needs.
Thank you Revdex.com for helping to resolve our complaintWe are satisfied with the outcome.
*** *** *** ***
Initial Business Response /* (1000, 7, 2017/01/05) */
[redacted]
Dear [redacted]
Thank you for your recent submission to the Revdex.com regarding the final balance on your Eastlink Wireless account. 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 reach you in an effort to discuss your concerns regarding the final balance. We understand that there was a miscommunication about what the final balance on your account would be, and as a result we have issued a credit in the amount of $[redacted] as a gesture of good customer service. Your account is now closed, and the remaining balance is $0.
We hope that in future you may consider Eastlink as your wireless provider once again.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
[redacted], [redacted]
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com regarding your Rural Connect service. 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 review of your account, it would appear that the services are now working within the parameters of the program. We have confirmed that we had made repairs to your equipment [redacted]th which would have improved your connection.
Although Rural Broadband service met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming.
However, this service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality content from [redacted] for example.
As Rural Connect is a shared wireless internet service, we hope and expect that monthly allowable usage will help manage internet traffic to ensure customers, like you, have fair and equal access to our service.
Monitoring your usage is the best way to understand your monthly usage habits and make adjustments if you need to. To understand how it may impact you, we have updated our website with tips and information on usage for common activities. And we've developed a tool called the "Usage Tracker" to help you monitor and understand your personal household usage. [redacted]
Should you have any further questions or concerns, please don't hesitate to contact us at
[redacted].
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
My concerns are not being met by Eastlink. Our service is still slow, the only time it works half decent is in the morning. Our telephone conversation, we had a couple of them. They keep telling me that this service was not meant for streaming etc, by the government of the day. No one ever told me that we could not stream on line video's and clearly on their web site at that point in time read no usage restrictions, play on line games. We were encouraged by the government of the day and EastLink to stream and watch [redacted] video's.[redacted]. I don't think any of this is fair to us , as they have an monopoly over us , as we have no competition.
I was offered 25 dollars a month off for lost service, yet I have a friend who was offered a whole month off .Our internet was down again, a couple nights ago for one hour. Yet after that month is gone it's not much of a consultation prize, as we are going to get charged for something that isn't up to what it should be. I live in an area, that should have high speed internet cable. [redacted] My biggest objection is being charged more for this service, when high speed internet should be unlimited. A service that we were told would be the same, so that folks that have high speed in the cities could move to rural areas and have the same high speed. This is outrages, that we can not have what was promised to us in the first place. The staff of EastLink was very nice about the situation, but have they met my concerns? No! They should not be allowed to get away with any of this.
Final Business Response /* (4000, 9, 2015/09/03) */
02/09/2015
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Mr. [redacted]
Thank you for your follow up correspondence to the Revdex.com regarding your Rural Connect service and the introduction of monthly included usage.
We understand that the implementation of monthly included usage has been difficult news and want to assure you, this decision was not taken lightly. We are truly hoping that this new approach will alleviate some of the issues you are expressing frustration with and will have a positive impact on overall performance for all Rural Connect customers.
We will continue to monitor the impact that monthly included usage has on the performance of Rural Connect service into the fall.
Should you have any questions or concerns please feel free to contact us at [redacted].
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 11, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This new approach so you call it is just a way for EastLink to profit off of us. [redacted] . We would appreciate it if the cap was removed. You did not address my concerns how one of you're customers was offered a month off, while I'm only offered 25 dollars off? As I pointed out, High speed internet is every where but not back in my area, [redacted]. Make us happy, please remove this ridiculous cap.Upgrade you're towers, extend cable internet and remove the cap. Then you'll make people happy, and provide excellent customer service.
Regards
[redacted]
Initial Business Response /* (1000, 6, 2015/02/03) */
[redacted]
[redacted] Re: Revdex.com Case # 32668
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your rural broadband internet performance via Broadband for...
Rural [redacted]). 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 [redacted], the [redacted] service is unique in comparison to other internet service technology. The service has been advertised as delivering "up to 1.5 Mbps" download speeds, but as with any internet service, various factors can impact speeds. During several interactions prior to your [redacted] service activation, the capabilities of this service were clarified, including confirmation that performance levels can be impacted by a number of factors including the type of internet usage of customers in localized areas of the network. This is the same for other [redacted] service providers.
At the time [redacted] was introduced by the Province in 2007, the program was designed to provide basic residential internet services with download speeds of up to 1.5 Mbps for internet surfing, email, online banking etc. but not for applications that require a higher-than-basic bandwidth including social networking, significant downloading and video streaming).
We certainly recognize that the way people use the Internet and customer expectations have changed significantly since the service was first introduced in 2007. To that end, we are looking at opportunities through the Connecting Canadians program designed by the federal government to provide greater access to broadband internet. We have submitted an application for funding under this program for this purpose. If we are successful in obtaining funding, this will enable us to upgrade services and offer a faster service to many rural customers looking for improved service.
As we discussed during our last conversation, we would be happy to explore the possibility of a business focused solution. Please let us know if you are interested in having us determine the feasibility of a solution that could better suit your business needs.
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, 2017/02/15) */
February 16, 2017
[redacted]
Dear[redacted]
Thank you for your correspondence to the Revdex.com the price of your Eastlink Services.
We feel very strongly...
at Eastlink about providing our customers with a range of excellent products and services at a competitive price, that you can customize to fit your lifestyle. Although we do our best to absorb the rising cost of doing business, we sometimes adjust rates to help cover our increased costs. We are also pleased to offer promotional discounts from time to time, to both new customers and as a way to recognize long term and loyal customers. The changes you have detailed in monthly pricing are a result of a small price increase in December 2016 to cover our rising costs and the expiration of a promotional discount in October 2016.
I regret that you were disappointed by the loss of one of your channels after moving to the Essentials + bundle on January 31st. Further to your conversation with our representative, [redacted] on February 8th, the first bill following the change to your services was higher than expected due to prorated charges and internet usage from your previous billing period. I understand that [redacted] offered an option for additional savings for 36 months, which you accepted. As discussed, your new monthly rate will be $[redacted]+tax per month for 36 months.
[redacted] also confirmed that the issues described in your complaint surrounding internet connectivity appear to have been resolved following the removal of your router.
We appreciate your business and are always willing to speak with you to review your Eastlink services or provide you with information about our current offers, new products and promotions. Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/22) */
[redacted]
Thank you for your correspondence to the Revdex.com regarding your concerns with Eastlink customer service, and the...
difficulty you experienced with collecting bonus [redacted]. 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 are happy to confirm that the remaining [redacted] from the original [redacted] Bonus offer will be credited to your account in one lump sum within the next couple of weeks. As per your conversation with our agent, [redacted] on [redacted], we can assure you that we have reviewed the process for this offer with the original sales person and apologize for any confusion you experienced.
Should you have any further questions or concerns, please don't hesitate to contact us.
Sincerely,
[redacted]
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 10, 2015/10/28) */
October 28, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com regarding the technical issues you were...
experiencing with your computer. 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.
During a conversation[redacted] on October 26, 2015, you stated that your computer has been working properly for the past week and that you have changed internet service providers. I sincerely apologize that we were unable to resolve your concerns prior to you taking your business to another provider.
Should you have any additional questions about this matter, please contact Doug at X-XXX-XXX-XXXX ext. *.
Thank you,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 8, 2016/07/18) */
[redacted]
[redacted]
[redacted]
Thank you for your correspondence to the Revdex.com regarding the delay in processing the refund on your...
account. 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.
On behalf of Eastlink, I would like to offer my apologies for the poor customer service experience, and want to assure you that we are committed to providing our customers with superior service. We reviewed the interactions and identified that the refund was delayed as a result of administrative errors. We have taken the necessary steps to prevent this situation from occurring again in the future.
During the conversation with [redacted] on [redacted], we confirmed that the refund had been received on your credit card on [redacted]. Should you have any additional questions about this matter, please contact [redacted] at[redacted]
Thank you,
[redacted]
Initial Business Response /* (1000, 13, 2016/11/28) */
[redacted]
Thank you for your correspondence to the Revdex.com regarding your concerns with [redacted] Internet service...
([redacted]). I appreciate the opportunity to address your concerns about this unique service.
Although [redacted] met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming.
This service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the [redacted] network can deliver, like SD and HD quality content from [redacted] for example. As [redacted] is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of data. The strength of the signal to your home can also be impacted by various outside factors including, but not limited to, foliage.
I understand that our technical team was able to verify improved signal strength to your home after our visit on November 2nd. Our Senior Technical staff have since verified that the services are working within the parameters of the program. As you've expressed that you remain unhappy with the service, we are pleased to provide you with a credit for your last two month's service fees, to allow you time to pursue other options for internet service. Should you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2016/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took several weeks and cancelled appointments for the technical team to show up, and when they did, they were supposed to come in the afternoon, but showed up in the morning when I wasn't home, so they were unable to check things inside the house. All they did was point my signal to a different tower.I still have the same problem-half the time the internet doesn't work at all and when it does, it is often too slow to be able to do the "basic" things Eastlink tells me I'm allowed to do with this service. Their idea of improved service is going from 0.33 Mbps to 0.4 Mbps. In my opinion, the service is not improved and certainly not fixed.
They keep telling me to look for another provider, but there are no other options, which is why I have the rural connect in the first place. [redacted]
Final Business Response /* (4000, 20, 2016/12/09) */
[redacted]
Thank you for your follow up correspondence to the Revdex.com regarding your concerns with [redacted] Internet service ([redacted]).
Please allow me to offer my apologies for the frustration you have experienced. I want to assure you that we feel very strongly about addressing any technical issues brought to our attention as quickly as possible, as well as ensuring we communicate effectively with our customers and provide an exceptional customer experience. We have taken the opportunity to conduct a thorough review of your experience and will use the knowledge to improve going forward.
Our Senior Technical staff have verified that your services are working within the parameters of the program. At this time, there are no additional steps that can be taken to change your service. Further to our last communication, a credit adjustment of $[redacted] was placed on your account.
Should you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 22, 2016/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You say that you feel strongly about addressing technical issues, but yet you were not quick about it, nor are they really addressed. I do not wish to cancel my service, as unfortunately, this is my only option for internet. The service is still only works part of the time, which you should not consider to be 'within parameters'. [redacted]
Initial Business Response /* (1000, 9, 2015/02/16) */
February 16th, 2015
[redacted]
[redacted]
[redacted], **
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your rural wireless internet...
performance and your customer service experience. 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 would like to apologize for any confusion regarding the repair visits and missed appointments.
Although the possibility of extending the pole your antenna is currently attached to had been previously discussed, we have determined that this is against our current safety standards. Upon review of your account, it would appear that the services are working within the parameters of the program, however once weather permits, we can re-evaluate to see if repositioning the antenna at its current location would improve the services.
We understand that with broadband technology, performance levels can be impacted by a number of factors including the number of customers and internet usage of customers in localized areas of the network. This is the same for all Broadband for Rural [redacted] 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 etc. but not for applications that require a higher-than-basic bandwidth including social networking, downloading and video streaming.
We certainly recognize that the way people use the Internet and customer expectations have changed significantly since the service was first introduced in 2007. To that end, we are looking at opportunities through the Connecting Canadians program designed by the federal government to provide greater access to broadband internet. We have submitted an application for funding under this program for this purpose. If we are successful in obtaining funding, this will enable us to upgrade services and offer a faster service to many rural customers looking for improved service.
Eastlink values you as a customer and looks forward to continuing to serve you. If you have any questions or concerns please feel free to contact us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, **16/11/03) */
[redacted]
Dear [redacted]
Thank you for your correspondence to the Revdex.com regarding your concerns with Rural Connect...
Internet service ([redacted]).
We are very sensitive to your concerns. Our decision to implement internet allowances on the Rural Broadband service was not made lightly. However, this service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality content from [redacted] for example.
Although Rural Broadband service met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming.
As Rural Connect is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of data. We hope and expect that monthly allowable usage will help manage internet traffic to ensure customers have fair and equal access to our service. Usage programs like this are not unusual and other providers of internet use similar programs to help manage internet traffic.
With your particular plan, we include a data allowance of 15 GB of included usage each month. Although additional usage is $[redacted] per GB, we protect customers by ensuring that they will never be billed more than $**. Going forward, we recommend monitoring your usage to understand your monthly usage habits and make adjustments if you need to.
Should you have any additional questions about the program, please contact us at[redacted].
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/01/05) */
Jan 5, 2014
[redacted]
[redacted]
[redacted]
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your Internet connection. At [redacted] we always appreciate...
the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services.
We have attempted to reach you on several occasions, and unfortunately were unable to make contact. We would like to apologize for the frustration this experience has caused, as well as for the amount of time taken to resolve your issues. Upon review of your account, it appears the issue has been resolved; however we have not yet received confirmation of this.
[redacted] values our customers and we look forward to continuing to serve you. If you have any further questions or concerns; please do not hesitate to contact our Customer Service at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 5, 2016/11/12) */
[redacted]
We have received your complaint to the Revdex.com concerning your Eastlink Wireless service. We have...
attempted to contact you by phone to discuss the situation with your locked device and have been unsuccessful.
We understand that you have purchased a used [redacted] and attempted to use this device on your Eastlink account. The [redacted] you were using was registered as a stolen device on the [redacted]. As a participating carrier, we cannot allow it to be used on our network, nor can we remove the device from the blacklist enabling it to be used on other carriers' networks.
[redacted]
[redacted]
We value you as a customer and apologize for your experience with this used device. If you have any questions or concerns please contact us at [redacted], and we'll be happy to assist.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I bought that phone, I went to eastlink in [redacted] and they had checked the phone. It wasn't blacklisted at the time. they opened an account and activated the phone for me. I had been using the phone on eastlink network for close to a month.. until I found out that eastlink blacklisted the phone. they should have told me at first that I could not use the phone. but instead an account was open and phone activated. I don't see why I should pay the price. if I knew the phone was blacklisted I would have not tried to activate it with eastlink. but they did check the phone and it wasn't blacklisted. I'm asking to get the phone remove from the black list and unlock. I think eastlink should assume the loss... they already do with the phone anyway. so why trying to penalize an honest customer.
Initial Business Response /* (1000, 5, 2015/07/23) */
[redacted]
[redacted]
Re: Revdex.com Case #: [redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com concerning the experience you've had in transferring...
services to your new residence.
Initially, the request to transfer services was in question due to a prior balance owing from a previous address listed under your name, which showed matching customer identification and payment history on both accounts.
As discussed with [redacted] on [redacted]rd, we have decided to transfer your services based on your existing relationship with Eastlink. Your service will be installed on [redacted].
Eastlink values you as a customer and looks forward to continuing to serve you. If you have any questions or concerns please feel free to contact us at[redacted]
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (**00, *, [redacted]/07/2*) */
[redacted]th, [redacted]
[redacted]
[redacted]
Re: Revdex.com Case #: [redacted]
Dear Ms. [redacted],
Thank you for your response to the Revdex.com inquiry concerning your Eastlink Wireless...
account.
Your complaint states that two consecutive payments were being withdrawn from your bank account in [redacted].
At Eastlink, we have * billing periods per month and payment is due 21 days after the bill is issued. Based on your [redacted]th activation date, your billing cycle begins on the *th of every month and covers service from the *th of the month to the *th of the following month.
The first required payment in [redacted] was to cover the initial partial billing period of [redacted]-* and the full month service period from [redacted] - [redacted]. The current invoice issued on [redacted]th covers the billing period of [redacted] - [redacted] and payment is due on [redacted]st.
Our Customer Care team offered to delay the [redacted]st pre- authorized payment until [redacted] to avoid multiple payments in [redacted]. The offer to do that was declined at that time.
Your next bill for service from [redacted]th- [redacted]th will be issued on [redacted]th and will be due in [redacted].
We value you as a customer and look forward to continuing to serve you. If you have any questions or concerns please contact us at [redacted], and we'll be happy to assist.
Sincerely,
[redacted]
Tier 2 Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, [redacted]/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not rectify the problem. If payment was deferred to the following month I would have two payments coming out that month. I just want regular billing dates and money to only come out once a month. The same time every month. I was told because of the holiday this is why. Well here in Canada we have a holiday every month now. Payments should be consistant. I was offered **.** off and could pay in [redacted] rather than the ** of [redacted]. Still the same problem. And in this response the **.** was not even mentioned. Bill date is the *th of the month. I would like payment taken out only once a month after the *th. This should be consistant every month. Further more I was told the first bill would only be approx. *.** because of purchasing the phones 2 days before the billing date. Far cry from over [redacted].** dollars.Proper and consistant billing. I just don't want to pay twice in one month. That is all im asking for fix [redacted]'s builling
Final Business Response /* ([redacted]) */
[redacted]th, [redacted]
[redacted]
[redacted]
Re: Revdex.com Case #: [redacted]
Dear Ms. [redacted],
Thank you for your response and expressing your desired outcome to this complaint.
Due to the configuration of our Wireless Billing System we are unable to set a specific recurring date on your account.
We would be happy to apply a $** credit to your Wireless account to accommodate any inconvenience you have incurred throughout this process.
We appreciate your business and as a valued customer we look forward to continuing to serve you.
Sincerely,
[redacted]
Tier 2 Team Manager
Eastlink Customer Care
Final Consumer Response /* ([redacted], 11, [redacted]/08/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not rectify the fact that 2 payments came out of my bank account in the same month. What is going to keep it from happening in the future. Eastlink wireless has * billing cycles.....apparently I must have been in two of them in the first month. All I am asking is fix this. I don't want to have to go through this every few months. Getting my phones 2 days early should have no bearing on when payment comes out of my account. yes getting charged a few dollars more but not two payments being withdrawn in one month
Initial Business Response /* (1000, 5, 2015/01/12) */
January 12,
*** ***
*** ***
*** **
*** *** Re: Revdex.com Case #XXXXX
Dear Ms***,
Thank you for your correspondence to the Revdex.com regarding your concerns with your customer service
experience with *** 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 are happy to confirm that the services were restored to your satisfaction prior to contacting the Revdex.com and apologize for any inconveniences you encounteredAs per your conversation with our agent, *** on January 12th, we can assure you that we have reviewed the call internally and have sent the appropriate feedback to the original agent's manager
We have also booked an appointment to have telephone services reinstalled on January 17th and have offered you a discount for monthsYour monthly rate will be $plus tax for the next months and includes the Watch, Surf and Talk bundle with Wifi, DVR, High Definition, Eastlink Internet Security Services and a Non-Published numberIn addition, we have offered you a total of Bonus Air MilesYou will receive Air Miles up front, then Air Miles every quarter over the next months
Should you have any further questions or concerns, please don't hesitate to contact us
Sincerely,
*** ***
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 8, 2017/08/14) */
August 14,
***
***
Thank you for your correspondence to the Revdex.com concerning your*** Wireless ServiceAt***,
we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services
I was sorry to hear about the frustration you experienced when we did not notify you when the payments you made to your account in March and April, were unexpectedly recalled by *** in JuneWe have taken the opportunity to conduct a thorough review of your experience and will use the knowledge to improve going forward
I understand that my team connected with you on August 4th and that you made a payment of $*** to clear your account balanceAs a gesture of good customer service, a credit of $*** has been applied to your Wireless account and will appear on your next billing statement
Should you have any additional questions about this matter, please contact *** option
Sincerely,
***
Senior Manager, Wireless Customer Care
Initial Consumer Rebuttal /* (2000, 10, 2017/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because I traced the bill payments and it seems it may be rightNow because of the *** dollar plane ticket rip off that was caught by *** and associates we are still on alertStill I hope that this is the end of the problems as now the bills for*** are paid separately through our ***Why do we pay both Wireless and Internet access as two separate accountsThe reason any of this happened is directly because we could not get them put togetherWe are still being burned because of it, There also was *** dollar bill at*** wirelessWe were supposed to be paid up as you and I saw in there response to you since I paid them *** dollarsIf they are taking ** dollars off and it is all paid upWhy do I see a unpaid portion of *** dollars? They need to fire someone before I have to find a new internet and wireless provider
Final Consumer Response /* (2000, 6, 2016/12/01) */
Today *** after months my balance owed to me by Eastlink has been paidCheque recieved by express post***
Initial Business Response /* (1000, 5, 2017/02/17) */
February 18,
***
Re: Revdex.com Case #
Dear***
Thank you for your correspondence to the Revdex.com regarding the technical issues you experienced with Eastlink
Internet service
I want to assure you that we feel strongly about addressing any technical issues brought to our attention as quickly as possible, as well as ensuring that we communicate effectively with our customers and provide an exceptional customer experience
We have investigated the issues described in your complaint, including performing a full review of the account history, service reports and Eastlink's response to the issues on each of the various occasions when you contacted usBased upon our review, we can only conclude that we have taken all of your complaints seriouslyI understand that the service was still operational throughout your time with us, and that the issues you describe were intermittent
As discussed with our representative, *** on February 15th we have applied a credit to the account in the amount of $***+ tax, which represents **% of service fees remaining on the accountYou had agreed to return the modem and we have sent shipping labels to you via email on February 17thOnce the modem is returned, the ending balance will be $***
Should you have any additional questions about this matter, please contact *** at ***
Thank you,
***
***
Eastlink Customer Care
Initial Consumer Rebuttal /* (**00, 9, 2017/02/21) */
Hi,
I was told upon fixing the issues (never fixed) that I would be reimbursed for the period that services were not working properly
Furthermore you make it sound as if this is only a technical issueThe inconsistent information, lack of communication, no follow up and me having to continuously hound east link for any answers is why this went on for as long as it did (over months)
***
I do not find this solution acceptable
Thank you,
***
Final Business Response /* (4000, 12, 2017/03/02) */
I am writing in regard to *** response following our offer to meet him half way on service charges incurred between his last payment in June and the November 14th, when he was disconnected for non-paymentUnfortunately, this particular case is one that we cannot resolve to his satisfaction however, our significant attempts to respond to his concerns and the credits already applied to his account are, in our view, sufficient responses
I would like to provide you with some background: *** was connected with Eastlink from March 3rd, until November 14th, at which time he was disconnected for non-paymentHe paid $*** for services while he was connected with us, and his last payment was received on June 15th, As a result of the technical issues reported, Eastlink had issued a credit of $** + tax to his account on June 10th, in addition to the credit of $***+tax issued on February 15th,
In reviewing his services, we concluded that all of his complaints were taken seriously, we responded fully to the issues raised, including by arranging to send technicians to his home on five separate occasions during his time with us however, he had cancelled three of these appointmentsMost recently, we had attempted to send a technician to his home on October 25th, to investigate the issues he was describing however, he cancelled this appointment as well
The credits already applied to his account have been very generous given the fact that even if he may have experienced intermittent issues, as he described, the service was still operational throughout the months he was with us, as is evidenced by the $*** + tax in Internet Usage charges that were incurred throughout this time for regularly exceeding the *** GB Monthly Included Usage allowance (Edge Internet service includes *** GB of Monthly Included UsageOverage is charged at a rate of $***/GB to a maximum of $**)Moreover, the credits we applied to his account exceed any such amount he would be entitled to under our terms of service
Kind regards,
***
Final Consumer Response /* (4200, 16, 2017/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Resolving to my satisfaction is simply providing what I am told you will provide
I was told the issue was not at my houseAdditional visits to my house were unnecessary as the techs who had already visited were unable to accomplish anything
Regardless, how many visits does it take? When eastlink only offers an all day appointment on tuesdays for technical troubleshooting, I am required to miss a day of work, like a human being I work tuesdays
This concern I raised before installing eastlink, when install took several months I explicitly asked if any technical issues would be addressed with the same scheduleI was assured the service technicians work a more flexible schedule than the install techniciansJust one more piece of inaccurate information
For compiling purposes may I please be provided all correspondents since first contact? Laying out the information I was given will make this very clear
With regards to the usage, yes we tried to use it to the best of our abilityfor comparison purposes our household usage for the remainder of November(half a month) was *** gb with usable ***I guess we got excited to use the internet again
Thank you,
***
Good day,
I didn't respond to any further correspondence after our issue was resolvedPrior to the message to the Revdex.com from Eastlink, I'd been contacted by their repMatt, he waived the earlier termination fee for the security contract and worked with my availability to ensure the uninstall was coordinated appropriatelyHe listened to my concerns and was apologetic of the poor experienceWe were very long time Eastlink customers, and have had a number of disappointing customer service conversations in recent monthsWe are trying out a new company for all our entertainment and security needs.
Thank you Revdex.com for helping to resolve our complaintWe are satisfied with the outcome.
*** *** *** ***
Initial Business Response /* (1000, 7, 2017/01/05) */
[redacted]
Dear [redacted]
Thank you for your recent submission to the Revdex.com regarding the final balance on your Eastlink Wireless account. 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 reach you in an effort to discuss your concerns regarding the final balance. We understand that there was a miscommunication about what the final balance on your account would be, and as a result we have issued a credit in the amount of $[redacted] as a gesture of good customer service. Your account is now closed, and the remaining balance is $0.
We hope that in future you may consider Eastlink as your wireless provider once again.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
[redacted], [redacted]
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com regarding your Rural Connect service. 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 review of your account, it would appear that the services are now working within the parameters of the program. We have confirmed that we had made repairs to your equipment [redacted]th which would have improved your connection.
Although Rural Broadband service met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming.
However, this service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality content from [redacted] for example.
As Rural Connect is a shared wireless internet service, we hope and expect that monthly allowable usage will help manage internet traffic to ensure customers, like you, have fair and equal access to our service.
Monitoring your usage is the best way to understand your monthly usage habits and make adjustments if you need to. To understand how it may impact you, we have updated our website with tips and information on usage for common activities. And we've developed a tool called the "Usage Tracker" to help you monitor and understand your personal household usage. [redacted]
Should you have any further questions or concerns, please don't hesitate to contact us at
[redacted].
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
My concerns are not being met by Eastlink. Our service is still slow, the only time it works half decent is in the morning. Our telephone conversation, we had a couple of them. They keep telling me that this service was not meant for streaming etc, by the government of the day. No one ever told me that we could not stream on line video's and clearly on their web site at that point in time read no usage restrictions, play on line games. We were encouraged by the government of the day and EastLink to stream and watch [redacted] video's.[redacted]. I don't think any of this is fair to us , as they have an monopoly over us , as we have no competition.
I was offered 25 dollars a month off for lost service, yet I have a friend who was offered a whole month off .Our internet was down again, a couple nights ago for one hour. Yet after that month is gone it's not much of a consultation prize, as we are going to get charged for something that isn't up to what it should be. I live in an area, that should have high speed internet cable. [redacted] My biggest objection is being charged more for this service, when high speed internet should be unlimited. A service that we were told would be the same, so that folks that have high speed in the cities could move to rural areas and have the same high speed. This is outrages, that we can not have what was promised to us in the first place. The staff of EastLink was very nice about the situation, but have they met my concerns? No! They should not be allowed to get away with any of this.
Final Business Response /* (4000, 9, 2015/09/03) */
02/09/2015
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Mr. [redacted]
Thank you for your follow up correspondence to the Revdex.com regarding your Rural Connect service and the introduction of monthly included usage.
We understand that the implementation of monthly included usage has been difficult news and want to assure you, this decision was not taken lightly. We are truly hoping that this new approach will alleviate some of the issues you are expressing frustration with and will have a positive impact on overall performance for all Rural Connect customers.
We will continue to monitor the impact that monthly included usage has on the performance of Rural Connect service into the fall.
Should you have any questions or concerns please feel free to contact us at [redacted].
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 11, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This new approach so you call it is just a way for EastLink to profit off of us. [redacted] . We would appreciate it if the cap was removed. You did not address my concerns how one of you're customers was offered a month off, while I'm only offered 25 dollars off? As I pointed out, High speed internet is every where but not back in my area, [redacted]. Make us happy, please remove this ridiculous cap.Upgrade you're towers, extend cable internet and remove the cap. Then you'll make people happy, and provide excellent customer service.
Regards
[redacted]
Initial Business Response /* (1000, 6, 2015/02/03) */
[redacted]
[redacted] Re: Revdex.com Case # 32668
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your rural broadband internet performance via Broadband for...
Rural [redacted]). 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 [redacted], the [redacted] service is unique in comparison to other internet service technology. The service has been advertised as delivering "up to 1.5 Mbps" download speeds, but as with any internet service, various factors can impact speeds. During several interactions prior to your [redacted] service activation, the capabilities of this service were clarified, including confirmation that performance levels can be impacted by a number of factors including the type of internet usage of customers in localized areas of the network. This is the same for other [redacted] service providers.
At the time [redacted] was introduced by the Province in 2007, the program was designed to provide basic residential internet services with download speeds of up to 1.5 Mbps for internet surfing, email, online banking etc. but not for applications that require a higher-than-basic bandwidth including social networking, significant downloading and video streaming).
We certainly recognize that the way people use the Internet and customer expectations have changed significantly since the service was first introduced in 2007. To that end, we are looking at opportunities through the Connecting Canadians program designed by the federal government to provide greater access to broadband internet. We have submitted an application for funding under this program for this purpose. If we are successful in obtaining funding, this will enable us to upgrade services and offer a faster service to many rural customers looking for improved service.
As we discussed during our last conversation, we would be happy to explore the possibility of a business focused solution. Please let us know if you are interested in having us determine the feasibility of a solution that could better suit your business needs.
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, 2017/02/15) */
February 16, 2017
[redacted]
Dear[redacted]
Thank you for your correspondence to the Revdex.com the price of your Eastlink Services.
We feel very strongly...
at Eastlink about providing our customers with a range of excellent products and services at a competitive price, that you can customize to fit your lifestyle. Although we do our best to absorb the rising cost of doing business, we sometimes adjust rates to help cover our increased costs. We are also pleased to offer promotional discounts from time to time, to both new customers and as a way to recognize long term and loyal customers. The changes you have detailed in monthly pricing are a result of a small price increase in December 2016 to cover our rising costs and the expiration of a promotional discount in October 2016.
I regret that you were disappointed by the loss of one of your channels after moving to the Essentials + bundle on January 31st. Further to your conversation with our representative, [redacted] on February 8th, the first bill following the change to your services was higher than expected due to prorated charges and internet usage from your previous billing period. I understand that [redacted] offered an option for additional savings for 36 months, which you accepted. As discussed, your new monthly rate will be $[redacted]+tax per month for 36 months.
[redacted] also confirmed that the issues described in your complaint surrounding internet connectivity appear to have been resolved following the removal of your router.
We appreciate your business and are always willing to speak with you to review your Eastlink services or provide you with information about our current offers, new products and promotions. Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/22) */
[redacted]
Thank you for your correspondence to the Revdex.com regarding your concerns with Eastlink customer service, and the...
difficulty you experienced with collecting bonus [redacted]. 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 are happy to confirm that the remaining [redacted] from the original [redacted] Bonus offer will be credited to your account in one lump sum within the next couple of weeks. As per your conversation with our agent, [redacted] on [redacted], we can assure you that we have reviewed the process for this offer with the original sales person and apologize for any confusion you experienced.
Should you have any further questions or concerns, please don't hesitate to contact us.
Sincerely,
[redacted]
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 10, 2015/10/28) */
October 28, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com regarding the technical issues you were...
experiencing with your computer. 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.
During a conversation[redacted] on October 26, 2015, you stated that your computer has been working properly for the past week and that you have changed internet service providers. I sincerely apologize that we were unable to resolve your concerns prior to you taking your business to another provider.
Should you have any additional questions about this matter, please contact Doug at X-XXX-XXX-XXXX ext. *.
Thank you,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 8, 2016/07/18) */
[redacted]
[redacted]
[redacted]
Thank you for your correspondence to the Revdex.com regarding the delay in processing the refund on your...
account. 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.
On behalf of Eastlink, I would like to offer my apologies for the poor customer service experience, and want to assure you that we are committed to providing our customers with superior service. We reviewed the interactions and identified that the refund was delayed as a result of administrative errors. We have taken the necessary steps to prevent this situation from occurring again in the future.
During the conversation with [redacted] on [redacted], we confirmed that the refund had been received on your credit card on [redacted]. Should you have any additional questions about this matter, please contact [redacted] at[redacted]
Thank you,
[redacted]
Initial Business Response /* (1000, 13, 2016/11/28) */
[redacted]
Thank you for your correspondence to the Revdex.com regarding your concerns with [redacted] Internet service...
([redacted]). I appreciate the opportunity to address your concerns about this unique service.
Although [redacted] met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming.
This service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the [redacted] network can deliver, like SD and HD quality content from [redacted] for example. As [redacted] is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of data. The strength of the signal to your home can also be impacted by various outside factors including, but not limited to, foliage.
I understand that our technical team was able to verify improved signal strength to your home after our visit on November 2nd. Our Senior Technical staff have since verified that the services are working within the parameters of the program. As you've expressed that you remain unhappy with the service, we are pleased to provide you with a credit for your last two month's service fees, to allow you time to pursue other options for internet service. Should you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2016/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took several weeks and cancelled appointments for the technical team to show up, and when they did, they were supposed to come in the afternoon, but showed up in the morning when I wasn't home, so they were unable to check things inside the house. All they did was point my signal to a different tower.I still have the same problem-half the time the internet doesn't work at all and when it does, it is often too slow to be able to do the "basic" things Eastlink tells me I'm allowed to do with this service. Their idea of improved service is going from 0.33 Mbps to 0.4 Mbps. In my opinion, the service is not improved and certainly not fixed.
They keep telling me to look for another provider, but there are no other options, which is why I have the rural connect in the first place. [redacted]
Final Business Response /* (4000, 20, 2016/12/09) */
[redacted]
Thank you for your follow up correspondence to the Revdex.com regarding your concerns with [redacted] Internet service ([redacted]).
Please allow me to offer my apologies for the frustration you have experienced. I want to assure you that we feel very strongly about addressing any technical issues brought to our attention as quickly as possible, as well as ensuring we communicate effectively with our customers and provide an exceptional customer experience. We have taken the opportunity to conduct a thorough review of your experience and will use the knowledge to improve going forward.
Our Senior Technical staff have verified that your services are working within the parameters of the program. At this time, there are no additional steps that can be taken to change your service. Further to our last communication, a credit adjustment of $[redacted] was placed on your account.
Should you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 22, 2016/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You say that you feel strongly about addressing technical issues, but yet you were not quick about it, nor are they really addressed. I do not wish to cancel my service, as unfortunately, this is my only option for internet. The service is still only works part of the time, which you should not consider to be 'within parameters'. [redacted]
Final Consumer Response /* (2000, 6, 2017/09/06) */
I received the invoice today and paid it. Thank You for all your help.
Initial Business Response /* (1000, 9, 2015/02/16) */
February 16th, 2015
[redacted]
[redacted]
[redacted], **
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your rural wireless internet...
performance and your customer service experience. 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 would like to apologize for any confusion regarding the repair visits and missed appointments.
Although the possibility of extending the pole your antenna is currently attached to had been previously discussed, we have determined that this is against our current safety standards. Upon review of your account, it would appear that the services are working within the parameters of the program, however once weather permits, we can re-evaluate to see if repositioning the antenna at its current location would improve the services.
We understand that with broadband technology, performance levels can be impacted by a number of factors including the number of customers and internet usage of customers in localized areas of the network. This is the same for all Broadband for Rural [redacted] 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 etc. but not for applications that require a higher-than-basic bandwidth including social networking, downloading and video streaming.
We certainly recognize that the way people use the Internet and customer expectations have changed significantly since the service was first introduced in 2007. To that end, we are looking at opportunities through the Connecting Canadians program designed by the federal government to provide greater access to broadband internet. We have submitted an application for funding under this program for this purpose. If we are successful in obtaining funding, this will enable us to upgrade services and offer a faster service to many rural customers looking for improved service.
Eastlink values you as a customer and looks forward to continuing to serve you. If you have any questions or concerns please feel free to contact us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (1000, 5, **16/11/03) */
[redacted]
Dear [redacted]
Thank you for your correspondence to the Revdex.com regarding your concerns with Rural Connect...
Internet service ([redacted]).
We are very sensitive to your concerns. Our decision to implement internet allowances on the Rural Broadband service was not made lightly. However, this service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality content from [redacted] for example.
Although Rural Broadband service met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming.
As Rural Connect is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of data. We hope and expect that monthly allowable usage will help manage internet traffic to ensure customers have fair and equal access to our service. Usage programs like this are not unusual and other providers of internet use similar programs to help manage internet traffic.
With your particular plan, we include a data allowance of 15 GB of included usage each month. Although additional usage is $[redacted] per GB, we protect customers by ensuring that they will never be billed more than $**. Going forward, we recommend monitoring your usage to understand your monthly usage habits and make adjustments if you need to.
Should you have any additional questions about the program, please contact us at[redacted].
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/01/05) */
Jan 5, 2014
[redacted]
[redacted]
[redacted]
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your Internet connection. At [redacted] we always appreciate...
the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services.
We have attempted to reach you on several occasions, and unfortunately were unable to make contact. We would like to apologize for the frustration this experience has caused, as well as for the amount of time taken to resolve your issues. Upon review of your account, it appears the issue has been resolved; however we have not yet received confirmation of this.
[redacted] values our customers and we look forward to continuing to serve you. If you have any further questions or concerns; please do not hesitate to contact our Customer Service at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Retention Team Manager
Eastlink
Initial Business Response /* (1000, 5, 2016/11/12) */
[redacted]
We have received your complaint to the Revdex.com concerning your Eastlink Wireless service. We have...
attempted to contact you by phone to discuss the situation with your locked device and have been unsuccessful.
We understand that you have purchased a used [redacted] and attempted to use this device on your Eastlink account. The [redacted] you were using was registered as a stolen device on the [redacted]. As a participating carrier, we cannot allow it to be used on our network, nor can we remove the device from the blacklist enabling it to be used on other carriers' networks.
[redacted]
[redacted]
We value you as a customer and apologize for your experience with this used device. If you have any questions or concerns please contact us at [redacted], and we'll be happy to assist.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I bought that phone, I went to eastlink in [redacted] and they had checked the phone. It wasn't blacklisted at the time. they opened an account and activated the phone for me. I had been using the phone on eastlink network for close to a month.. until I found out that eastlink blacklisted the phone. they should have told me at first that I could not use the phone. but instead an account was open and phone activated. I don't see why I should pay the price. if I knew the phone was blacklisted I would have not tried to activate it with eastlink. but they did check the phone and it wasn't blacklisted. I'm asking to get the phone remove from the black list and unlock. I think eastlink should assume the loss... they already do with the phone anyway. so why trying to penalize an honest customer.
Initial Business Response /* (1000, 5, 2015/07/23) */
[redacted]
[redacted]
Re: Revdex.com Case #: [redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com concerning the experience you've had in transferring...
services to your new residence.
Initially, the request to transfer services was in question due to a prior balance owing from a previous address listed under your name, which showed matching customer identification and payment history on both accounts.
As discussed with [redacted] on [redacted]rd, we have decided to transfer your services based on your existing relationship with Eastlink. Your service will be installed on [redacted].
Eastlink values you as a customer and looks forward to continuing to serve you. If you have any questions or concerns please feel free to contact us at[redacted]
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Business Response /* (**00, *, [redacted]/07/2*) */
[redacted]th, [redacted]
[redacted]
[redacted]
Re: Revdex.com Case #: [redacted]
Dear Ms. [redacted],
Thank you for your response to the Revdex.com inquiry concerning your Eastlink Wireless...
account.
Your complaint states that two consecutive payments were being withdrawn from your bank account in [redacted].
At Eastlink, we have * billing periods per month and payment is due 21 days after the bill is issued. Based on your [redacted]th activation date, your billing cycle begins on the *th of every month and covers service from the *th of the month to the *th of the following month.
The first required payment in [redacted] was to cover the initial partial billing period of [redacted]-* and the full month service period from [redacted] - [redacted]. The current invoice issued on [redacted]th covers the billing period of [redacted] - [redacted] and payment is due on [redacted]st.
Our Customer Care team offered to delay the [redacted]st pre- authorized payment until [redacted] to avoid multiple payments in [redacted]. The offer to do that was declined at that time.
Your next bill for service from [redacted]th- [redacted]th will be issued on [redacted]th and will be due in [redacted].
We value you as a customer and look forward to continuing to serve you. If you have any questions or concerns please contact us at [redacted], and we'll be happy to assist.
Sincerely,
[redacted]
Tier 2 Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, [redacted]/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not rectify the problem. If payment was deferred to the following month I would have two payments coming out that month. I just want regular billing dates and money to only come out once a month. The same time every month. I was told because of the holiday this is why. Well here in Canada we have a holiday every month now. Payments should be consistant. I was offered **.** off and could pay in [redacted] rather than the ** of [redacted]. Still the same problem. And in this response the **.** was not even mentioned. Bill date is the *th of the month. I would like payment taken out only once a month after the *th. This should be consistant every month. Further more I was told the first bill would only be approx. *.** because of purchasing the phones 2 days before the billing date. Far cry from over [redacted].** dollars.Proper and consistant billing. I just don't want to pay twice in one month. That is all im asking for fix [redacted]'s builling
Final Business Response /* ([redacted]) */
[redacted]th, [redacted]
[redacted]
[redacted]
Re: Revdex.com Case #: [redacted]
Dear Ms. [redacted],
Thank you for your response and expressing your desired outcome to this complaint.
Due to the configuration of our Wireless Billing System we are unable to set a specific recurring date on your account.
We would be happy to apply a $** credit to your Wireless account to accommodate any inconvenience you have incurred throughout this process.
We appreciate your business and as a valued customer we look forward to continuing to serve you.
Sincerely,
[redacted]
Tier 2 Team Manager
Eastlink Customer Care
Final Consumer Response /* ([redacted], 11, [redacted]/08/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not rectify the fact that 2 payments came out of my bank account in the same month. What is going to keep it from happening in the future. Eastlink wireless has * billing cycles.....apparently I must have been in two of them in the first month. All I am asking is fix this. I don't want to have to go through this every few months. Getting my phones 2 days early should have no bearing on when payment comes out of my account. yes getting charged a few dollars more but not two payments being withdrawn in one month