YourLink

your link did not provide service that I paid for.your link installed satellite internet in my house in deer valley sk. from day 1 we had reception trouble and could not get good signal from tower.being a little off the grid it took days to get service man out.service man told me they had poor reception in my area due to the location of tower.neighbors told me they had tried your link without any luck. after many complaints and getting nowhere I cancelled service and went with another provider.Desired Settlementrather than your link admitting that deer valley was a problem area for consumers they said nothing,installed equip,and tried to force me to pay for a service that was inadequate. [redacted]Business Response After reviewing [redacted]'s account, the[redacted] contract termination fee is valid. Customer had contacted us twice within the first few months of service, both times the issue had been determined to be a router issue and not an issue with the services YourLink provided. When canceling the account it was due to moving out of the location, not due to service issues. He was informed of the early termination fee at time of cancellation. Four months after cancellation [redacted] called in wanting to make payment arrangements for the outstanding amount, it was explained to him that it is a valid charge out and he is responsible for the [redacted]. As we are not a member of the Revdex.com, if [redacted] would like to discuss this further he will need to contact either myself at XXX-XXX-XXXX or the [redacted] at XXX-XXX-XXXX. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Theres a reason there not a member of the Revdex.com! IT'S ALWAYS THE FAULT OF SOMETHING ELSE!THE CUSTOMER MOVED! IT WAS THE ROUTERS FAULT!THE TRUTH IS THEY WERE THERE MORE THAN TWICE AND I WAITED DAYS EACH TIME FOR A SERVICEMAN!THE SERVICE WE HAD TROUBLE WITH FROM DAY 1! SOMEDAYS RECEPTION WAS GOOD OTHER DAYS NO RECEPTION AT ALL! YOURLINK FAILED TO PROVIDE A SERVICE THAT WAS ADEQUATE THEREFORE I CANCELLED SERVICE! [redacted] NEVER CALLED IN WANTING TO MAKE PAYMENT ARRANGEMENTS! [redacted] ITS TO BAD THE CUSTOMERS ONLY RECOURSE IS THE Revdex.com AND CONSUMER AFFAIRS! [redacted]

Paying for high speed service, yet service is consistently 'down' or extremely slow. When I speak to customer service I keep getting told it has been escalated to a higher level yet nothing ever seems to get better. I have asked them to release me of my contract at 0 charges because they are not able to provide me wih the level of service they promised me and therefore are in breach of their own contract. They will not cancel the contract unless I pay the cancellation fee. I have not changed my position.[redacted]Desired SettlementCancellation of contract at 0 costBusiness Response [redacted], As per our phone call and email on August 3, we apologize for these issues. We will credit all costs due our unsatisfactory response.Please make arrangements to return or have us pick up your equipment so we can complete the credit.[redacted]

Had yourlink installed suppose to be rural high speed hasn't worked right since they installed it Yourlink intalled our dish and set up on Jan 22 2013 the two men were here all afternoon , one of them brought in a metal spool of wire which when he left he scraped against our utility room door and left a huge deep scrape in the door which I did report to yourlink yet nothing was done I sent them a dated picture of the scrape nothing was done to fix it , that night we had no internet. When I phoned them the next morning to tell them it didn't work they wanted to charge me a service call and milage to come look at it I said no as it had just been put up the day before so they sent another man out who had to change the direction of the dish as they other two didn't have it set right, after he left it worked ok untill the tower we were on was hit by a crop sprayer and no longer worked so they redirected us to another tower further away ever since then we have had major issues with it from very slow service to no service , I have phoned so many times and asked them to come fix this , they said they have tried a few things but nothing seems to work at one point I was told that is was due to too many people being on the tower we were on , over the last month or so I phoned them practically every night we were maybe getting 4 hours of internet a day and at night we couldn't get on at all finally a manager told me there was nothing else they could do for us my point is why was I paying for a service I wasn't getting they offered us nothing wouldn't send someone out to look at it just kept taking our moneyDesired Settlementi want a partial refund for a service that they didn't provide [redacted] Business Response [redacted]As we are no longer memebers of the Revdex.com, we will handle this inquiry directly with the customer. [redacted]

We have a contract with your link to provide us wireless internet service. We had issues with our service as of Dec 2014. We contacted Your Link and told them we had no service, they ran some online diagnostics with us and said that we were bouncing off a tower too far and they would try resending signal. This continued without service being fixed. As of May, I wrote and told them that we would not be paying until our service was fixed. We had the same online diagnostic...with no result. We recently received a bill for over a thousand dollars, which is the remainder of our contract and were placed in collection. My wife contacted them and said that we would be filing a complaint, so they once again ran diagnostics and confirmed an existing problem with our service that required a callout. They then said that we had to pay the back service before they would hook back up and come. We said that we will not pay for service that we have not recieved and will not pay until they get our service working again. They refuse and we are now in collections. [redacted]Desired SettlementWe would like to resolve this and continue with contract, but we will not pay for the mths we did not have service.

Complaint[redacted] In the fall months of 2015 I noticed poor internet service and would phone Yourlink to rectify. These calls became more frequent and by Jan 2016, upon talking to a manager with Yourlink, he determined my pkg was basic and not 'big' enough for all the advertisements and behind the scene stuff on Internet. I asked what a bigger pkg cost, $10 more, but they didn't have room on their tower for me to upgrade. I have been a customer with YourLink since June 2008. The manager informed me that there were no plans to increase tower space in the 3 year plan. I decided to disconnect service, paid my bill till end of Feb 2016 but Yourlink says there is $100 fee for person to remove antenna from my roof. I refuse to pay that as I paid a rental on their equipment each month.I even had a neighbour hook up with Yourlink, they could have combined technician's time. Yourlink has continued to send me bills, which I returned to them, some with letters explaining why I'm not paying. Now they have sent my file to a collection agent requesting $285.00. [redacted]Desired SettlementAbsorb your own equipment removal costs and take equipment back. I've paid my bills. No negative marks on credit.Business Response We thank you for the opportunity to review and respond to this case. After a review of logged notes, calls and policies the following is offered:The client was receiving their package as subscribed throughout the period in question as well as up to termination of the account. They are correct that we pointed out that the service level may not match their needs as the Internet has changed. They are also correct that we advised that we did not have an option to increase service at the time they discusses changes in the winter of 2015. They were advised at that time we are upgrading our whole network by 2018. We do not comment on upgrade in advance as we may need to change plans. At the time of writing this reply we have upgraded the tower they had been using and can offer faster services. When the client did call in and cancel services they were correctly advised, matching industry standards, they would need to return their rental unit as it was property of YourLink. We do also offer a $100 recovery option for clients who need to return equipment, and do not wish to, or have means to, take their unit off their location to return the product. Again, this matches industry standards in this area. When a unit is not returned to us within a 60 day window the retail cost of the unit is billed to an account. This was the case for this unit. We then sent letters asking for payment on account. The letters were returned as Refused. The account fell to collections after our 90 day grace period. It was only after the account was in collections that we were contacted by the client. Do to the age of the unit we can review if the we would wave the cost of the unit with the client. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)If the unit is old and has little value and is of NO use to me, why would I pay to have it removed. I paid $175 to have it installed and I can't find anything in my contract or on any bill that says I would be charged for disconnection. YourLink chose to send this issue to collection, even after my repeated letters sent with their returned bills. They can cancel that collection status and collect their equipment from my residence. Final Business Response The client will need to call our support centre to discuss waving the need to return their service unit. If we can wave the return, then the client can choose not to return the service unit and then there would be no cost to the client. This would also clear up the outstanding balance on their account. We offer our recovery and removal service to all clients, old or new equipment, who are unable to take the unit down themselves when moving, renovating or cancelling service. We must also note that we did not revive any replies to our mailed account notices. All of our notices where returned unopened by Canada Post marked as refused by client. Such letters are shredded upon receipt for the clients safety. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I had received a letter from creditors instructing me to contact YourLink. I left msg with Your Link on Thurs Aug 25, awaiting reply within 2 business days. No reply and it's now Wed 31 Aug, nearly a week. I just received a call from creditors that my credit is now BAD!This is what I had hoped to resolve before it got to this point. Now I really don't know what to do. YourLink admits my system old and not worth anything, will waive the removal cost, but due to them throwing my letters away for the last 6 months and their tardiness now I HAVE BAD CREDIT.I have my original contract signing up with Your Link and it never mentions a disconnect fee.