Initial Business Response /* (1000, 5, 2015/10/29) */
October 30, 2015
[redacted]
[redacted] Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your Rural Connect service and the Internet...
Usage program.
Our decision to implement monthly included usage on this service has not been made lightly. It is truly an attempt to provide fair and equal access to this basic Broadband Internet service for all customers. Like water and power, usage programs are not unusual and other providers have also found it necessary to manage internet usage with similar measures. The charge customers see on their bill is tied to how much they used the service beyond the monthly allowable 15 GB. Broadband Internet customers may use as much Internet as they like for a maximum usage fee of $20.
The Rural Connect service is intended to be used, as designed by the government of the day, for basic internet needs like email, e-commerce, accessing government services, general web browsing, social media, and some video. It is a shared service and was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver. Customers who use extremely large volumes of bandwidth have a measurable impact on the quality of service for other customers.
We do see that you have decided to disconnect your services with Eastlink and understand that the Rural Connect service is not meeting your needs at this time.
If you have any further questions or concerns please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I appreciate your comments on the charge for the extra use. But power and water utilities do not charge residential customers extra , if they consume more then what the opinion of the utility considers acceptable. Also the other utilities that have monopolies do not have there services degrading from the time customer connects to present, which is what has happened with the eastlink rural broadband. My service has gone down in quality from when I 1st connected to present, and now eastlink wants to charge more? The other utilities in the commercial setting that do charge more for the "extra consumption" it is still at the level of service when the customer started with the utility. If the utilities get more customers, they make sure there infrastructure is maintained and or enhanced to continue to give the same level of service. This has not been the case with eastlink Rural broadband, eastlink either has taken on to many customers out of corporate greed , or has not not upgraded there infrastructure as they should, to maintain the level of service that was promised at time of connection.
Final Business Response /* (4000, 9, 2015/11/06) */
November 6, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your follow up correspondence to the Revdex.com concerning the performance of your Rural Connect service.
In relation to the quality of the service, we can verify that the services are working within the parameters of the program. In reviewing the historical speed graphs for your account, we have been able to identify that the speeds of 1-1.5 Mbps have been achieved regularly.
We understand that with the exponential growth happening in internet usage over the past few years, which continues to trend, customers expect more. We strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service like that which Broadband for Rural [redacted] was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option.
We recognize that this service is not meeting your needs. We are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents who fall within the Broadband for Rural [redacted] areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across [redacted].
If you have any questions, please feel free to contact us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 11, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted], I try to do speed test and they time out , and are not able to connect, I will start taking screen shots of the .31, .41. as for the "historical speed test", you jsu do keep the one that are below the listed Also you response does not justify gouging another $20. A reputable business would keep to there original agreement until they could offer another product. [redacted]e? [redacted] P.S I just did a speed test .71 nov XX XXXX XXXpm look that up in the history. or do you not realize the customer can do speed test??
Initial Business Response /* (1000, 5, 2017/06/22) */
June 15, 2017
[redacted]
Thank you for your follow up correspondence to the Revdex.com regarding the concerns with your Rural...
Connect Internet service (Broadband for Rural Nova Scotia).
I understand you continue to be frustrated when you are not able to use the service in a manner you require and trust that our previous letter dated April 19th, fully explained the nature of the service to which you subscribe. Further to that communication, we have investigated your concerns and found that your service is performing as expected, and that you are successfully transmitting large volumes of data (please see enclosed).
Although the service met the demand and requirements at the time it was introduced, 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. We strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service such as the Rural Connect (Broadband for Rural Nova Scotia) was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option.
I regret if there was a miscommunication about plans to upgrade services in your area. After reviewing your most recent interaction with our representative, Courtney,[redacted] your service by 2020. We are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents in Broadband for Rural Nova Scotia areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across Nova Scotia, but we have no immediate plans to offer any different services in your area.
Thank you for taking the time to contact us with your concerns.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed on three occasions by [redacted] tthatbservice upgrades WILL be actioned and improvements WOULD be done by 2020. I was also told by the rep from [redacted] in connection to mmy[redacted] complaint again improvements by 2020. It was only AFTER my[redacted] complaint went to investigation that [redacted] reversed that statement and stated NO upgrades or improvements would be happening at all. This is completely unacceptable. [redacted] also lied to[redacted] and stated I was satisfied with this outcome. Again lies and falsehoods. They have misrepresented their position regularly, have never offer any assistance and will not reduce my bill as the service has gone from bad to horrible to unable to utilise the service. This forces me to use data! I did not have a data cap on signing up for [redacted], and [redacted] advertised their service for streaming, such as [redacted] and video chatting. Even though itbis reported to be functioning, it is NOT functioning I The manner advertised. [redacted] has no intention of improvements for my area after all and after constant reassuranceI would have improved service by 2020. This was a fraudulent expectation given to me. [redacted] has a responabilty to its paying customers to be honest and transparent. They are NOT, and the false information supplied to me proves they are not ethical or honest. I am not satisfied with [redacted]'s response nor their lies in this matter, not their refusal to upgrade a bad product that is substandard for customers needs. This is complately unacceptable.
Final Business Response /* (4000, 9, 2017/06/30) */
I am writing in response to Ms. [redacted]'s most recent complaint regarding her Rural Connect Internet service. [redacted] has been working to resolve Ms. [redacted]'s complaint since she first filed with the [redacted] in March, without success. We are very sensitive to Ms. [redacted]'s concerns and understand and appreciate that customers use the internet differently today than even a few years ago. Although Rural Connect service met the demand and requirements for which it was initially intended, 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 video streaming.
As we've outlined before, the Rural Connect 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 video streaming content. Because it 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 very high volumes of data.
To address Ms. [redacted]'s complaint, [redacted] has not advertised Rural Connect Service as being suitable for [redacted] streaming as she asserts in her complaint. Nor has [redacted] committed to improving her services explicitly by 2020 as she claims. We have verified that Ms. [redacted]'s service is working as it was intended, and believe that Ms. [redacted] is dissatisfied with the Rural Connect product. As such, we have offered that should she wish to voluntarily disconnect her services effective August 5th, 2017, we would be happy to reimburse her for the last month of service ($[redacted]+tax). This should provide Ms. [redacted] with an opportunity to seek out an alternative service provider, such as [redacted]t, which may be available in her area. In addition, we encourage Ms. [redacted] to speak with her local government officials to see what sorts of long term sustainable solutions might be available in her area in the future.
We trust that this resolves this complaint. Should you have any additional questions or concerns, please give me a call.
Initial Business Response /* (1000, 5, 2015/07/31) */
[redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding your request to have your drop buried, as well as your...
poor customer 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 had gone out to your location on [redacted]th and were able to locate approximately three feet of exposed wire near the fence at the top of your property. The wire has since been buried. We attempted to contact you on two separate occasions and we regret that we were not able to speak with you again following our initial conversation on [redacted]th to fully understand the situation. In light of the situation, I have placed a $**.** credit adjustment onto your account.
Please accept our apologies for the frustration you encountered while waiting for this work to be completed.
Should you have any additional questions or concerns, please do not hesitate to contact us at
[redacted].
Sincerely,
[redacted]
Director, Customer Experience
Eastlink
Initial Business Response /* (1000, 6, 2017/01/23) */
[redacted]
[redacted]
Thank you for your correspondence to the Revdex.com regarding your customer experience after...
installing Eastlink services.
We apologize for you're the frustration you experienced following the installation of Internet and Television services on January 16th, when the channel guide did not initialize. I understand that when you contacted us to have this addressed, we were unable to resolve the issue remotely and had to book an appointment to have a technician return to your home. I understand that this resulted in your requesting to have the services cancelled the same day. I would like to assure you that we have taken the opportunity to review and follow up on your experience with our staff, as we expect that all of our customers will be able to enjoy their Eastlink services immediately after install.
As a gesture of good customer service we have removed the installation fee charge of $[redacted] from your account resulting in a final balance of $[redacted] I hope that one day you will reconsider having your services with us.
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2017/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as there are no fees whatsoever, then I will consider this matter closed. [redacted]
Initial Business Response /* (1000, 5, 2016/09/30) */
[redacted]
Dear [redacted],
Thank you for your correspondence to the Revdex.com regarding the disconnection of your services and your...
customer service experience.
We take your concerns very seriously, and have reviewed your interactions with our team. I want to assure you that your customer service experience is unusual to our business practices. Our team did not follow our current process for the appropriate review of old outstanding debts. We have completed an internal review with our team, and specific coaching with the agent related to your case to ensure this is rectified.
I sincerely apologize for the inconvenience caused by the disconnection of your services for account [redacted] on September 8th related to an outstanding balance from account [redacted] As discussed on September 22nd, we are not holding you responsible for the balance on account [redacted] as this balance related to services from 2011, and you had become an active customer once again on July 16, 2015.
I hope that we will be able to rebuild your trust in our services. We value you as a customer and very much appreciate your business.
Should you have any additional questions about this matter, please contact me at [redacted]
Thank you,
[redacted]
Initial Business Response /* (1000, 6, 2016/08/19) */
[redacted]
Thank you for your correspondence to the Revdex.com regarding your internet 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.
On behalf of Eastlink, I would like to offer my apologies for the inconsistent information you were provided regarding our internet packages in your area. Together with our senior technical staff we reviewed our network in[redacted] and confirmed that we are only able to offer [redacted] internet at a download speed of [redacted]. We have corrected the website to reflect this offering.
As a result of this error, a refund of $[redacted] has been placed on your account to represent the difference in additional monthly charges between the [redacted] packages.
Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was nice of eastlink to refund me ....they were straight forward with the matter and I appreciate this..[redacted] was a very nice person to talk to.I did not demand anything from them all I asked was for my original package to be restored ...they will not perform upgrades here as it is not cost effective now or in the future..yet they had to scale the service back because the demand for faster service is here and they could not supply it ....the need is here and wanted ..no one will step up to the plate ..
Initial Business Response /* (1000, 7, 2015/08/18) */
[redacted], **
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [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.
We have confirmed that repairs to equipment in your area on [redacted]th have improved the connection and overall speed of your service, and in reviewing speed graphs for your account, can verify that the service is now working within the parameters of the Rural Connect program.
We understand that with Rural Connect 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.
In light of the situation, we have provided you with one month of free service equalling $**.** plus applicable taxes. Please accept our apologies for any frustrations this experience may have caused you.
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, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate the response time once a complaint was lodged with Revdex.com, I still feel my internet service is NOT what it should be. I have been offered a one month credit on my billing, which I did accept with hesitation as I still will be paying full monthly fees for an inadequate service. I did voice my concern that this was the only compensation I was being offered but felt I had best take what was being given because Eastlink was offering nothing more. Eastlink's PR team and technician have informed me some adjustments had been made regarding my service tower that according to them, have improved the speed and connectivity of my internet service but I truly have not seen significant evidence of this. This has been a band-aid approach to a large area based rural connectivity problem with an unsatisfactory overall result. The main issue of system upgrades and pricing equal to service delivered have not been addressed. [redacted] Now a cap on usage with extra charges for an already inadequate service. [redacted]. Disappointing to say the least.
Final Business Response /* (4000, 13, 2015/09/03) */
02/09/2015
[redacted], **
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [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, 15, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A form letter explanation to try and mask the main issue which is Eastlink not upgrading systems to provide the same level of internet connectivity available to urban centres to all of rural [redacted].
Initial Business Response /* (1000, 10, 2017/08/23) */
August 23, 2017
[redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding your Eastlink...
services. 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.
Please accept our apologies for the frustration you encountered while trying to get this issue resolved. After reviewing your account, we found that a digital receiver we removed from your home when you upgraded to a DVR in November 2011, was still being billed in error. Further to your conversation with[redacted], we have applied a credit of $[redacted] plus tax to cover the cost of the digital receiver back to November 2011. This credit will appear on your next billing statement and your monthly rate will be $[redacted] plus tax going forward.
Should you have any further questions or concerns, please don't hesitate to contact[redacted] at [redacted]
Sincerely,
Initial Business Response /* (1000, 8, 2016/06/30) */
Dear [redacted],
Thank you for your correspondence to the Revdex.com [redacted]
We apologize for any misunderstanding related to the billing charges. Our records indicated that a conversation took place...
regarding a service agreement to provide a [redacted] at no charge if a subscription to cable, internet and telephone was maintained for a duration of the three years. As indicated in your letter, the cancellation of services on May 25, 2016, resulted in an early termination fee (ETF) of $[redacted]. In the interests of good customer service, the charges have been reversed.
We regret that you are no longer a customer of ours and hope to have another opportunity in the future to become your provider again. Should you have any additional questions about this matter, please contact [redacted] at[redacted]
Thank you,
[redacted]
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 10, 2016/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response, as I indicated in my original complaint that I believed the charge to be invalid. Also, I would not hesitate to deal with Eastlink in the future. Thank yo to the Revdex.com for their help in this matter.
Initial Business Response /* (1000, 11, 2016/08/31) */
[redacted]
[redacted]
Dear [redacted],
Thank you for your correspondence to the Revdex.com regarding your recent experience following the...
cancellation of 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.
Following the disconnection of your account [redacted], we generated a statement showing a balance owing of $[redacted], we sent a letter to your home, outlining the past due balance including the cost of rental equipment, and advising that we required immediate payment in order to avoid further collection activity. On [redacted], we generated an additional statement including the cost of lost equipment in the amount of $[redacted] and your account was sent to [redacted], the collection agency, on [redacted]. A $[redacted] credit from your old account on [redacted] was transferred and applied to your balance owing on [redacted]. When the equipment was returned on [redacted], the lost equipment charges were reversed and we sent a statement on [redacted] indicating a remaining balance of $[redacted].
During the course of conducting our administrative functions, another statement was generated [redacted], showing an adjustment of -$[redacted] with a $[redacted] balance which isn't our usual practice and was generated in error. I can appreciate why this was confusing. For your records, I can confirm receipt of your final payment of [redacted] in the amount of $[redacted], bringing your account balance to $[redacted]. Although your account had already been sent to collections in March, in light of the situation, we have been in contact with the credit bureau to have this activity removed from your credit report.
Should you have any additional questions about this matter, please contact[redacted] at [redacted]. Thank you again for bringing this situation to our attention.
Thank you,
[redacted]
Initial Consumer Rebuttal /* ([redacted]0, 13, 2016/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Eastlink has fully resolved this matter as requested. They have explained the error and have indicated they are correcting my credit profile due to the error.
Initial Business Response /* (1000, 5, 2016/11/03) */
November 3, 2016
W[redacted]
Dear [redacted],
Thank you for your correspondence to the Revdex.com regarding the recent experience you had with...
Eastlink. 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 are happy that you spoke with [redacted] on October 31, 2016 and he was able to provide an adjustment of $[redacted] for late fees as your invoices were being returned to us. We have sent your most recent invoice via email, which includes service charges from the time the account was active.
I regret that you have moved your services to another provider as a result of this experience, and hope that you consider us again in the future. Should you have any questions or concerns please feel free to contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Eastlink contacted me to solve this issue. They not only waived late fees, they took off charges for rental equipment and they adjusted the invoice for payment they received. I'm okay with this.
Initial Business Response /* (1000, 5, 2017/02/15) */
February 15, 2017
[redacted]
Dear [redacted]
Thank you for your correspondence to the Revdex.com regarding the early termination fee following the...
discontinuation of your Eastlink Services.
We apologize for you're the frustration you experienced since discontinuing your Eastlink services on December 17th, 2016. I can confirm that while the Service Agreement outlining the terms of the promotional offer was sent on November 30th, the details of the early termination fee were not made clear during the telephone conversation with our representative.
As a gesture of good customer service, we have placed an adjustment on your account in the amount of $[redacted] to cover the early termination fee, leaving no amount owing.
Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/02/17) */
[redacted]
I have received your email about our complaint and we are very pleased with the results
and would like to Thank You very much for your assistance. Have a great day!!!
[redacted]
Sent from my[redacted](r) E
Thank you for your correspondence to the Revdex.com regarding your Home Security 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.
I apologize for the frustration you experienced when addressing a triggered alarm at your home on August 5th. Upon receiving your complaint we conducted a thorough investigation and confirmed that the garage door sensor was triggered at 2:20:39 and the alarm was disarmed by “User #2” via the panel at 2:20:43. We reached out to your husband’s contact number at 2:22:45 and 2:23:59 however there was no answer. As the alarm was disarmed at the panel within 4 seconds of being triggered, emergency services were not dispatched.
I understand that while talking to our representative, [redacted], on November 6th, he reviewed your account and concerns, ultimately processing the disconnection of your Home Security for November 10th per your request. As a gesture of good customer service, we have agreed to credit the Early Termination Fee of $433.55. Your Internet, TV and Telephone were cancelled on November 6th, and the balance remaining on your account is $8.73. A final billing statement was issued on November 10th.
Should you have any additional questions regarding this [redacted]er, please contact [redacted] at [redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding your request for a refund for the analog channels that...
have been converted to the digital format. 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 committed to delivering a superior level of service to our customers. Over the past few years we have been converting to our digital technology which will provide a higher quality, and advanced services. In order to remain competitive in the marketplace, we made the decision to no longer offer our analog service.
During your conversation with [redacted] on [redacted]th, she discussed that while we will not be issuing a credit for the analog channels that have been removed, we would be pleased to offer the standard digital equipment fee, a value of $4.95 per month, free of charge until [redacted] as well as free installation valued at $59.95.
Please accept our apologies for any frustrations this transition has caused.
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, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
. It was not made clear in the notices(banners of info that ran along the bottom that analogue tv was to be replaced with a digital signal only that to avoid disruption call this number to find out about "enhanced" tvThen the channel would disappear. The channels were [redacted] and other popular channels like the game and sport shows.The info banners were not clear about what you were to find at the other end of the telephone call.
[redacted]. This has been going on for about a year while channels disappear and consumers continue to pay full price and receive only some of the channels.Why should the consumer continue to pay full price for cable when they are no longer receiving full service?
Then they kept trying to sell me the digital converter for an analogue tv after I explained to them many times that I will be purchasing a digital tv.
They have been very vague about the entire process. Had they just explained that there will be conversion from analogue to digital at the end of [redacted] I'm sure consumers would have been able to understand and then charge consumers only for the channels that they are receiving. [redacted]. Then you have to pay more for your digital subscription than analogue and the digital receiver that you get from eastlink for that digital tv is the same appliance used for digital conversion of an analogue tv but there is no charge for the digital receiver and installation which they advise that you can do yourself.
Initial Business Response /* (1000, 5, 2016/01/28) */
January 28, 2016
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding [redacted] Home Security. 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.
According to our records, an order was placed for [redacted] on June 26th, 2015, costing $[redacted] plus tax per month. During the installation on July 6th, two additional door contacts were added to the order, increasing the monthly cost to $[redacted] plus tax. Our technician returned on July 8th to install the added equipment.
If you no longer require these additional door contacts, we would be happy to schedule an appointment to have them removed, which would return you to the initial $[redacted] plus tax cost.
Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because if they looked at the original quote given it was included in the price if they looked at the original contract that was signed it was included for the [redacted]!! It was included on both the quote and the contract to have the extra contacts in there for the price! And actually I was quoted originally a dollar less!
I am NOT satisfied at all
Final Business Response /* (4000, 9, 2016/02/15) */
February 15, 2016
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
Thank you for your follow up correspondence to the Revdex.com regarding [redacted] Home Security. 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.
I understand that there has been a great deal of confusion between what you understood was included with your package, and what would have been considered an additional charge. We have conducted a thorough investigation of the interactions had with our phone representatives and installation technicians and can only conclude that there was a misfortunate understanding. As you believe you agreed to a monthly cost of $[redacted] for [redacted] Home Security, and you are currently being billed at a rate of $[redacted] per month, we would like to offer you a one-time credit adjustment to be applied to your account in the amount of $[redacted] to cover the difference in cost for 36 months.
If you wish to maintain your [redacted] Home Security Service upon the completion of the contract period, it will be charged at regular rate.
Should you wish to accept this offer, please contact [redacted] at [redacted]
Thank you,
[redacted]
Eastlink Customer Care
Initial Business Response /* (1000, 7, 2016/10/27) */
[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 October 26th, we confirmed that the refund had been received. Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 9, 2016/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As outlined in the forwarded letter from Eastlink, I received my refund promptly (within 1 week) after my complaint was filed, as requested. I received a phone call and apology from a representative at Eastlink and I am satisfied with this outcome. I consider this matter resolved.
Initial Business Response /* (1000, 10, 2015/02/04) */
February 3rd, 2015
[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 our advertising. 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] we have confirmed that your broadband service is working within the parameters of the program. 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. The 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 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 1.5 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 recognize that the way people use the Internet has changed significantly since the service was introduced in 2007. We continuously evaluate other options for customers seeking improved service, including a program called Connecting Canadians; designed by the federal government to provide greater access to broadband internet. We have submitted an application for funding under this program. If we are successful, this will enable us to upgrade services and offer a faster service to many customers looking for an 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 Consumer Rebuttal /* (3000, 12, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they will not address this problem by installing updated hardware on their towers to take into considerably higher usages .
Initial Business Response /* (1000, 5, 2015/10/29) */
October 30, 2015
[redacted]
[redacted] Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your correspondence to the Revdex.com concerning your Rural Connect service and the Internet...
Usage program.
Our decision to implement monthly included usage on this service has not been made lightly. It is truly an attempt to provide fair and equal access to this basic Broadband Internet service for all customers. Like water and power, usage programs are not unusual and other providers have also found it necessary to manage internet usage with similar measures. The charge customers see on their bill is tied to how much they used the service beyond the monthly allowable 15 GB. Broadband Internet customers may use as much Internet as they like for a maximum usage fee of $20.
The Rural Connect service is intended to be used, as designed by the government of the day, for basic internet needs like email, e-commerce, accessing government services, general web browsing, social media, and some video. It is a shared service and was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver. Customers who use extremely large volumes of bandwidth have a measurable impact on the quality of service for other customers.
We do see that you have decided to disconnect your services with Eastlink and understand that the Rural Connect service is not meeting your needs at this time.
If you have any further questions or concerns please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I appreciate your comments on the charge for the extra use. But power and water utilities do not charge residential customers extra , if they consume more then what the opinion of the utility considers acceptable. Also the other utilities that have monopolies do not have there services degrading from the time customer connects to present, which is what has happened with the eastlink rural broadband. My service has gone down in quality from when I 1st connected to present, and now eastlink wants to charge more? The other utilities in the commercial setting that do charge more for the "extra consumption" it is still at the level of service when the customer started with the utility. If the utilities get more customers, they make sure there infrastructure is maintained and or enhanced to continue to give the same level of service. This has not been the case with eastlink Rural broadband, eastlink either has taken on to many customers out of corporate greed , or has not not upgraded there infrastructure as they should, to maintain the level of service that was promised at time of connection.
Final Business Response /* (4000, 9, 2015/11/06) */
November 6, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXX
Dear Mr. [redacted],
Thank you for your follow up correspondence to the Revdex.com concerning the performance of your Rural Connect service.
In relation to the quality of the service, we can verify that the services are working within the parameters of the program. In reviewing the historical speed graphs for your account, we have been able to identify that the speeds of 1-1.5 Mbps have been achieved regularly.
We understand that with the exponential growth happening in internet usage over the past few years, which continues to trend, customers expect more. We strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service like that which Broadband for Rural [redacted] was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option.
We recognize that this service is not meeting your needs. We are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents who fall within the Broadband for Rural [redacted] areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across [redacted].
If you have any questions, please feel free to contact us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Retention Team Manager
Eastlink Customer Care
Final Consumer Response /* (4200, 11, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted], I try to do speed test and they time out , and are not able to connect, I will start taking screen shots of the .31, .41. as for the "historical speed test", you jsu do keep the one that are below the listed Also you response does not justify gouging another $20. A reputable business would keep to there original agreement until they could offer another product. [redacted]e? [redacted] P.S I just did a speed test .71 nov XX XXXX XXXpm look that up in the history. or do you not realize the customer can do speed test??
Initial Business Response /* (1000, 5, 2017/06/22) */
June 15, 2017
[redacted]
Thank you for your follow up correspondence to the Revdex.com regarding the concerns with your Rural...
Connect Internet service (Broadband for Rural Nova Scotia).
I understand you continue to be frustrated when you are not able to use the service in a manner you require and trust that our previous letter dated April 19th, fully explained the nature of the service to which you subscribe. Further to that communication, we have investigated your concerns and found that your service is performing as expected, and that you are successfully transmitting large volumes of data (please see enclosed).
Although the service met the demand and requirements at the time it was introduced, 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. We strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service such as the Rural Connect (Broadband for Rural Nova Scotia) was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option.
I regret if there was a miscommunication about plans to upgrade services in your area. After reviewing your most recent interaction with our representative, Courtney,[redacted] your service by 2020. We are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents in Broadband for Rural Nova Scotia areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across Nova Scotia, but we have no immediate plans to offer any different services in your area.
Thank you for taking the time to contact us with your concerns.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed on three occasions by [redacted] tthatbservice upgrades WILL be actioned and improvements WOULD be done by 2020. I was also told by the rep from [redacted] in connection to mmy[redacted] complaint again improvements by 2020. It was only AFTER my[redacted] complaint went to investigation that [redacted] reversed that statement and stated NO upgrades or improvements would be happening at all. This is completely unacceptable. [redacted] also lied to[redacted] and stated I was satisfied with this outcome. Again lies and falsehoods. They have misrepresented their position regularly, have never offer any assistance and will not reduce my bill as the service has gone from bad to horrible to unable to utilise the service. This forces me to use data! I did not have a data cap on signing up for [redacted], and [redacted] advertised their service for streaming, such as [redacted] and video chatting. Even though itbis reported to be functioning, it is NOT functioning I The manner advertised. [redacted] has no intention of improvements for my area after all and after constant reassuranceI would have improved service by 2020. This was a fraudulent expectation given to me. [redacted] has a responabilty to its paying customers to be honest and transparent. They are NOT, and the false information supplied to me proves they are not ethical or honest. I am not satisfied with [redacted]'s response nor their lies in this matter, not their refusal to upgrade a bad product that is substandard for customers needs. This is complately unacceptable.
Final Business Response /* (4000, 9, 2017/06/30) */
I am writing in response to Ms. [redacted]'s most recent complaint regarding her Rural Connect Internet service. [redacted] has been working to resolve Ms. [redacted]'s complaint since she first filed with the [redacted] in March, without success. We are very sensitive to Ms. [redacted]'s concerns and understand and appreciate that customers use the internet differently today than even a few years ago. Although Rural Connect service met the demand and requirements for which it was initially intended, 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 video streaming.
As we've outlined before, the Rural Connect 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 video streaming content. Because it 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 very high volumes of data.
To address Ms. [redacted]'s complaint, [redacted] has not advertised Rural Connect Service as being suitable for [redacted] streaming as she asserts in her complaint. Nor has [redacted] committed to improving her services explicitly by 2020 as she claims. We have verified that Ms. [redacted]'s service is working as it was intended, and believe that Ms. [redacted] is dissatisfied with the Rural Connect product. As such, we have offered that should she wish to voluntarily disconnect her services effective August 5th, 2017, we would be happy to reimburse her for the last month of service ($[redacted]+tax). This should provide Ms. [redacted] with an opportunity to seek out an alternative service provider, such as [redacted]t, which may be available in her area. In addition, we encourage Ms. [redacted] to speak with her local government officials to see what sorts of long term sustainable solutions might be available in her area in the future.
We trust that this resolves this complaint. Should you have any additional questions or concerns, please give me a call.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/31) */
[redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding your request to have your drop buried, as well as your...
poor customer 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 had gone out to your location on [redacted]th and were able to locate approximately three feet of exposed wire near the fence at the top of your property. The wire has since been buried. We attempted to contact you on two separate occasions and we regret that we were not able to speak with you again following our initial conversation on [redacted]th to fully understand the situation. In light of the situation, I have placed a $**.** credit adjustment onto your account.
Please accept our apologies for the frustration you encountered while waiting for this work to be completed.
Should you have any additional questions or concerns, please do not hesitate to contact us at
[redacted].
Sincerely,
[redacted]
Director, Customer Experience
Eastlink
Initial Business Response /* (1000, 6, 2017/01/23) */
[redacted]
[redacted]
Thank you for your correspondence to the Revdex.com regarding your customer experience after...
installing Eastlink services.
We apologize for you're the frustration you experienced following the installation of Internet and Television services on January 16th, when the channel guide did not initialize. I understand that when you contacted us to have this addressed, we were unable to resolve the issue remotely and had to book an appointment to have a technician return to your home. I understand that this resulted in your requesting to have the services cancelled the same day. I would like to assure you that we have taken the opportunity to review and follow up on your experience with our staff, as we expect that all of our customers will be able to enjoy their Eastlink services immediately after install.
As a gesture of good customer service we have removed the installation fee charge of $[redacted] from your account resulting in a final balance of $[redacted] I hope that one day you will reconsider having your services with us.
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2017/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as there are no fees whatsoever, then I will consider this matter closed. [redacted]
Initial Business Response /* (1000, 5, 2016/09/30) */
[redacted]
Dear [redacted],
Thank you for your correspondence to the Revdex.com regarding the disconnection of your services and your...
customer service experience.
We take your concerns very seriously, and have reviewed your interactions with our team. I want to assure you that your customer service experience is unusual to our business practices. Our team did not follow our current process for the appropriate review of old outstanding debts. We have completed an internal review with our team, and specific coaching with the agent related to your case to ensure this is rectified.
I sincerely apologize for the inconvenience caused by the disconnection of your services for account [redacted] on September 8th related to an outstanding balance from account [redacted] As discussed on September 22nd, we are not holding you responsible for the balance on account [redacted] as this balance related to services from 2011, and you had become an active customer once again on July 16, 2015.
I hope that we will be able to rebuild your trust in our services. We value you as a customer and very much appreciate your business.
Should you have any additional questions about this matter, please contact me at [redacted]
Thank you,
[redacted]
Initial Business Response /* (1000, 6, 2016/08/19) */
[redacted]
Thank you for your correspondence to the Revdex.com regarding your internet 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.
On behalf of Eastlink, I would like to offer my apologies for the inconsistent information you were provided regarding our internet packages in your area. Together with our senior technical staff we reviewed our network in[redacted] and confirmed that we are only able to offer [redacted] internet at a download speed of [redacted]. We have corrected the website to reflect this offering.
As a result of this error, a refund of $[redacted] has been placed on your account to represent the difference in additional monthly charges between the [redacted] packages.
Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was nice of eastlink to refund me ....they were straight forward with the matter and I appreciate this..[redacted] was a very nice person to talk to.I did not demand anything from them all I asked was for my original package to be restored ...they will not perform upgrades here as it is not cost effective now or in the future..yet they had to scale the service back because the demand for faster service is here and they could not supply it ....the need is here and wanted ..no one will step up to the plate ..
Initial Business Response /* (1000, 7, 2015/08/18) */
[redacted], **
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [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.
We have confirmed that repairs to equipment in your area on [redacted]th have improved the connection and overall speed of your service, and in reviewing speed graphs for your account, can verify that the service is now working within the parameters of the Rural Connect program.
We understand that with Rural Connect 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.
In light of the situation, we have provided you with one month of free service equalling $**.** plus applicable taxes. Please accept our apologies for any frustrations this experience may have caused you.
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, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate the response time once a complaint was lodged with Revdex.com, I still feel my internet service is NOT what it should be. I have been offered a one month credit on my billing, which I did accept with hesitation as I still will be paying full monthly fees for an inadequate service. I did voice my concern that this was the only compensation I was being offered but felt I had best take what was being given because Eastlink was offering nothing more. Eastlink's PR team and technician have informed me some adjustments had been made regarding my service tower that according to them, have improved the speed and connectivity of my internet service but I truly have not seen significant evidence of this. This has been a band-aid approach to a large area based rural connectivity problem with an unsatisfactory overall result. The main issue of system upgrades and pricing equal to service delivered have not been addressed. [redacted] Now a cap on usage with extra charges for an already inadequate service. [redacted]. Disappointing to say the least.
Final Business Response /* (4000, 13, 2015/09/03) */
02/09/2015
[redacted], **
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [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, 15, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A form letter explanation to try and mask the main issue which is Eastlink not upgrading systems to provide the same level of internet connectivity available to urban centres to all of rural [redacted].
Initial Business Response /* (1000, 10, 2017/08/23) */
August 23, 2017
[redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding your Eastlink...
services. 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.
Please accept our apologies for the frustration you encountered while trying to get this issue resolved. After reviewing your account, we found that a digital receiver we removed from your home when you upgraded to a DVR in November 2011, was still being billed in error. Further to your conversation with[redacted], we have applied a credit of $[redacted] plus tax to cover the cost of the digital receiver back to November 2011. This credit will appear on your next billing statement and your monthly rate will be $[redacted] plus tax going forward.
Should you have any further questions or concerns, please don't hesitate to contact[redacted] at [redacted]
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2016/06/30) */
Dear [redacted],
Thank you for your correspondence to the Revdex.com [redacted]
We apologize for any misunderstanding related to the billing charges. Our records indicated that a conversation took place...
regarding a service agreement to provide a [redacted] at no charge if a subscription to cable, internet and telephone was maintained for a duration of the three years. As indicated in your letter, the cancellation of services on May 25, 2016, resulted in an early termination fee (ETF) of $[redacted]. In the interests of good customer service, the charges have been reversed.
We regret that you are no longer a customer of ours and hope to have another opportunity in the future to become your provider again. Should you have any additional questions about this matter, please contact [redacted] at[redacted]
Thank you,
[redacted]
Eastlink Customer Care
Initial Consumer Rebuttal /* (2000, 10, 2016/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response, as I indicated in my original complaint that I believed the charge to be invalid. Also, I would not hesitate to deal with Eastlink in the future. Thank yo to the Revdex.com for their help in this matter.
Initial Business Response /* (1000, 11, 2016/08/31) */
[redacted]
[redacted]
Dear [redacted],
Thank you for your correspondence to the Revdex.com regarding your recent experience following the...
cancellation of 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.
Following the disconnection of your account [redacted], we generated a statement showing a balance owing of $[redacted], we sent a letter to your home, outlining the past due balance including the cost of rental equipment, and advising that we required immediate payment in order to avoid further collection activity. On [redacted], we generated an additional statement including the cost of lost equipment in the amount of $[redacted] and your account was sent to [redacted], the collection agency, on [redacted]. A $[redacted] credit from your old account on [redacted] was transferred and applied to your balance owing on [redacted]. When the equipment was returned on [redacted], the lost equipment charges were reversed and we sent a statement on [redacted] indicating a remaining balance of $[redacted].
During the course of conducting our administrative functions, another statement was generated [redacted], showing an adjustment of -$[redacted] with a $[redacted] balance which isn't our usual practice and was generated in error. I can appreciate why this was confusing. For your records, I can confirm receipt of your final payment of [redacted] in the amount of $[redacted], bringing your account balance to $[redacted]. Although your account had already been sent to collections in March, in light of the situation, we have been in contact with the credit bureau to have this activity removed from your credit report.
Should you have any additional questions about this matter, please contact[redacted] at [redacted]. Thank you again for bringing this situation to our attention.
Thank you,
[redacted]
Initial Consumer Rebuttal /* ([redacted]0, 13, 2016/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Eastlink has fully resolved this matter as requested. They have explained the error and have indicated they are correcting my credit profile due to the error.
Initial Business Response /* (1000, 5, 2016/11/03) */
November 3, 2016
W[redacted]
Dear [redacted],
Thank you for your correspondence to the Revdex.com regarding the recent experience you had with...
Eastlink. 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 are happy that you spoke with [redacted] on October 31, 2016 and he was able to provide an adjustment of $[redacted] for late fees as your invoices were being returned to us. We have sent your most recent invoice via email, which includes service charges from the time the account was active.
I regret that you have moved your services to another provider as a result of this experience, and hope that you consider us again in the future. Should you have any questions or concerns please feel free to contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Eastlink contacted me to solve this issue. They not only waived late fees, they took off charges for rental equipment and they adjusted the invoice for payment they received. I'm okay with this.
Initial Business Response /* (1000, 5, 2017/02/15) */
February 15, 2017
[redacted]
Dear [redacted]
Thank you for your correspondence to the Revdex.com regarding the early termination fee following the...
discontinuation of your Eastlink Services.
We apologize for you're the frustration you experienced since discontinuing your Eastlink services on December 17th, 2016. I can confirm that while the Service Agreement outlining the terms of the promotional offer was sent on November 30th, the details of the early termination fee were not made clear during the telephone conversation with our representative.
As a gesture of good customer service, we have placed an adjustment on your account in the amount of $[redacted] to cover the early termination fee, leaving no amount owing.
Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/02/17) */
[redacted]
I have received your email about our complaint and we are very pleased with the results
and would like to Thank You very much for your assistance. Have a great day!!!
[redacted]
Sent from my[redacted](r) E
November 14, 2017
[redacted]
8 [redacted]
[redacted], NS [redacted]
Revdex.com Case # 38076
Dear [redacted]
Thank you for your correspondence to the Revdex.com regarding your Home Security 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.
I apologize for the frustration you experienced when addressing a triggered alarm at your home on August 5th. Upon receiving your complaint we conducted a thorough investigation and confirmed that the garage door sensor was triggered at 2:20:39 and the alarm was disarmed by “User #2” via the panel at 2:20:43. We reached out to your husband’s contact number at 2:22:45 and 2:23:59 however there was no answer. As the alarm was disarmed at the panel within 4 seconds of being triggered, emergency services were not dispatched.
I understand that while talking to our representative, [redacted], on November 6th, he reviewed your account and concerns, ultimately processing the disconnection of your Home Security for November 10th per your request. As a gesture of good customer service, we have agreed to credit the Early Termination Fee of $433.55. Your Internet, TV and Telephone were cancelled on November 6th, and the balance remaining on your account is $8.73. A final billing statement was issued on November 10th.
Should you have any additional questions regarding this [redacted]er, please contact [redacted] at [redacted]
Sincerely,
[redacted]
Voice of the Customer Manager
More info from consumer:
500 air miles received on Feb 21.
This issue has been resolved in a satisfactory manner.
[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding your request for a refund for the analog channels that...
have been converted to the digital format. 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 committed to delivering a superior level of service to our customers. Over the past few years we have been converting to our digital technology which will provide a higher quality, and advanced services. In order to remain competitive in the marketplace, we made the decision to no longer offer our analog service.
During your conversation with [redacted] on [redacted]th, she discussed that while we will not be issuing a credit for the analog channels that have been removed, we would be pleased to offer the standard digital equipment fee, a value of $4.95 per month, free of charge until [redacted] as well as free installation valued at $59.95.
Please accept our apologies for any frustrations this transition has caused.
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, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
. It was not made clear in the notices(banners of info that ran along the bottom that analogue tv was to be replaced with a digital signal only that to avoid disruption call this number to find out about "enhanced" tvThen the channel would disappear. The channels were [redacted] and other popular channels like the game and sport shows.The info banners were not clear about what you were to find at the other end of the telephone call.
[redacted]. This has been going on for about a year while channels disappear and consumers continue to pay full price and receive only some of the channels.Why should the consumer continue to pay full price for cable when they are no longer receiving full service?
Then they kept trying to sell me the digital converter for an analogue tv after I explained to them many times that I will be purchasing a digital tv.
They have been very vague about the entire process. Had they just explained that there will be conversion from analogue to digital at the end of [redacted] I'm sure consumers would have been able to understand and then charge consumers only for the channels that they are receiving. [redacted]. Then you have to pay more for your digital subscription than analogue and the digital receiver that you get from eastlink for that digital tv is the same appliance used for digital conversion of an analogue tv but there is no charge for the digital receiver and installation which they advise that you can do yourself.
Initial Business Response /* (1000, 5, 2016/01/28) */
January 28, 2016
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
Thank you for your correspondence to the Revdex.com regarding [redacted] Home Security. 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.
According to our records, an order was placed for [redacted] on June 26th, 2015, costing $[redacted] plus tax per month. During the installation on July 6th, two additional door contacts were added to the order, increasing the monthly cost to $[redacted] plus tax. Our technician returned on July 8th to install the added equipment.
If you no longer require these additional door contacts, we would be happy to schedule an appointment to have them removed, which would return you to the initial $[redacted] plus tax cost.
Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Eastlink Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because if they looked at the original quote given it was included in the price if they looked at the original contract that was signed it was included for the [redacted]!! It was included on both the quote and the contract to have the extra contacts in there for the price! And actually I was quoted originally a dollar less!
I am NOT satisfied at all
Final Business Response /* (4000, 9, 2016/02/15) */
February 15, 2016
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
Thank you for your follow up correspondence to the Revdex.com regarding [redacted] Home Security. 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.
I understand that there has been a great deal of confusion between what you understood was included with your package, and what would have been considered an additional charge. We have conducted a thorough investigation of the interactions had with our phone representatives and installation technicians and can only conclude that there was a misfortunate understanding. As you believe you agreed to a monthly cost of $[redacted] for [redacted] Home Security, and you are currently being billed at a rate of $[redacted] per month, we would like to offer you a one-time credit adjustment to be applied to your account in the amount of $[redacted] to cover the difference in cost for 36 months.
If you wish to maintain your [redacted] Home Security Service upon the completion of the contract period, it will be charged at regular rate.
Should you wish to accept this offer, please contact [redacted] at [redacted]
Thank you,
[redacted]
Eastlink Customer Care
Initial Business Response /* (1000, 7, 2016/10/27) */
[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 October 26th, we confirmed that the refund had been received. Should you have any additional questions about this matter, please contact [redacted] at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 9, 2016/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As outlined in the forwarded letter from Eastlink, I received my refund promptly (within 1 week) after my complaint was filed, as requested. I received a phone call and apology from a representative at Eastlink and I am satisfied with this outcome. I consider this matter resolved.
Initial Business Response /* (1000, 10, 2015/02/04) */
February 3rd, 2015
[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 our advertising. 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] we have confirmed that your broadband service is working within the parameters of the program. 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. The 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 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 1.5 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 recognize that the way people use the Internet has changed significantly since the service was introduced in 2007. We continuously evaluate other options for customers seeking improved service, including a program called Connecting Canadians; designed by the federal government to provide greater access to broadband internet. We have submitted an application for funding under this program. If we are successful, this will enable us to upgrade services and offer a faster service to many customers looking for an 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 Consumer Rebuttal /* (3000, 12, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they will not address this problem by installing updated hardware on their towers to take into considerably higher usages .