We receive great feedback from customers and partners about the dedication and high quality of service our Eastlink team provides each day. Here are some of those stories.
The lives of Canadians everywhere have changed dramatically since the country started taking measures to stop the spread of COVID-19 with unprecedented emergency measures and physical distancing requirements.
Our teams have adjusted quickly, with hundreds transitioning to work from home, including Customer Care and Support teams. Retail teams have opened temporary pickup locations following the latest safety guidelines to continue meeting customer needs. Meanwhile technicians in the field have adopted new safety precautions and embraced new tools to help make sure teams and customers stay safe during service and installation appointments.
We're proud of the spirit, adaptability and resolve our Eastlink team, our partners and customers have shown as these changes continue to affect our personal lives, our workplaces, our social interactions and our shopping experiences.
Here are some stories customers have shared about how our teams are helping to make a difference:
“I would like to thank the entire team at Eastlink for all they’ve done for customers and the community as a whole. You are demonstrating you care for your customers and Eastlink is a great example of how businesses should be responding to the vast crisis we are all facing. The things Eastlink has done for families who are isolated at home is fantastic. Your customers notice it.”
“I loved being part of the solution as your tech worked from outside the home to restore my service.”
“I appreciate you taking the time to compose and send that reassuring letter very much…I live alone and was starting to feel “disconnected” and your letter felt like it was written in such a way that it seemed personal. It really helped!”
“Many thanks to Eastlink for airing the church services. The service is greatly appreciated by all during this time. Thank you to all who produce this programming.”
“I recently switched back to Eastlink and I must tell that it has been one of the best decisions I have made in a long time. Thank you and your team of great responders. Amazing service and support. I should have switched years ago. Stay well and stay safe.”
On Morgan, an Eastlink technician:
“Last night I contacted tech support for assistance with slow internet speeds. They sent a technician first thing this morning. He arrived immediately at 8:30 and provided exceptional service, fixed the issue, explained everything to me, and was extremely pleasant - I could not have asked for more. Eastlink tech support on chat and in-person are the reasons I stay with your company and am ever-grateful for the excellent service I receive. Thank you.”
On Jonathan, an Eastlink Retail Store sales representative:
“I am a new user of a smart phone and I was very fortunate to have the help of a gentleman who was at the store in Truro helping out along with the manager and Jonathan. All were very helpful as I am illiterate when it comes to these phones. I was very pleased with the service that I received. I rather doubt they ever had anyone with as little knowledge of these as me. I am glad, thanks. I stayed with Eastlink for the phone, along with everything else I have with this company. As soon as I walked into the store he answered my questions right away. Very helpful, friendly, and smiling.”
On the Eastlink Community TV team in Nova Scotia:
“I wanted to let you know how much we appreciate being able to see the Apple Blossom Parade compliments of Eastlink. This year, my parents weren't able to attend the parade due to health issues. I'm sure there are many other aging Nova Scotians in the same situation. They are watching it on cable tonight! Thanks for continuing to support local community events and teams. Keep up the good work, Eastlink!”
On Karen, a Customer Care representative:
“Customer service rep was very pleasant and very efficient. She was a pleasure to deal with. Thank you Karen” “I was talking to Karen!!! She was amazing!!! Answered all my questions, was very knowledgeable and the best rep I have had the privilege of speaking to on the phone!! You need more employees like her.”
On Allan, an Eastlink technician:
“Repair man showed up within 2 hours of being messaged and fixed the problem quickly. The repair tech was very helpful at getting things up and running, the way they should be!!”
On Tammy, a Customer Care representative:
“Answered all my questions & went above & beyond to find the answers. Thank you. I spoke with Tammy. She was kind, caring and patient. Knowledgeable of the products I was calling about. She was able to make small talk in between systems taking time. She answered all my questions with confidence. Very helpful in telling me what my options were. To make sure I had a full understanding and had exactly what I needed.”
On Chris, an Eastlink technician:
“ I just had an Eastlink technician come to our house as our cable box was not working. When he came he also brought a new modem with him as he noticed when looking at our account that our modem was really old (it was causing us troubles but not enough to call and get it repaired). While he was here I also got him to fix our house phone which hadn’t been working for a few months and connect our wireless security camera which went off line a few months ago. I wanted to let you know that he did a fantastic job and never once complained about the additional repairs I asked him to make…he was more than happy to help. He was also able to trouble shoot the issues within a few minutes so he obviously is very familiar with your products and the technology. He even recommended that I call about our bundle as it’s really old and there have been improvements made to these that we could possibly take advantage of. I was extremely impressed with how everything went today and wanted to share that”
On Brian, a Customer Care representative:
“Brian went above and beyond in assisting me, he took the time to research options that were affordable for me and I ended up upgrading my data plan. Brian was the nicest, kindest, most helpful person I have ever dealt with in the business world, I felt valued as a customer”
On Trevor, an Eastlink technician:
“I wanted to share a good news story. We woke up this morning to only TV reception on 2 out of 3 of our TV's and no internet or phone. Much to our dismay, we had to phone in and set up an appointment for service. The story I wanted to share is that I saw an Eastlink van in our neighbourhood and when he finished his work, he drove past our house and we waved to each other. I must have looked hopeful or something, but in any case, he stopped and asked how I was doing. I said I would be better when we get our internet, phone and TV working. He said, oh what's the problem? I explained and he said, let me have a quick look. Within 5 minutes, he had everything up and running again. He said it was related to an issue he fixed at my neighbor's place. He left me his card and said to call if the service went down. Five minutes later he returned to let me know that he had tested a customer's service on the "other side" of the amplifier he had fixed and it had been fine so he felt confident that the problem was resolved. THAT IS A GREAT EMPLOYEE...thanks to Trevor Power, an Eastlink Advanced Service Technician.”
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