for region specific information
It has been quite a week with states-of-emergency announced in every province where we operate, which brings far reaching impacts to many of us.
As a provider of essential services, rest assured that we are at work honouring our promise and commitment to protect your health and safety and that of our team and partners, while safeguarding the critical services you need and rely on now more than ever.
I have been listening carefully to our team and to you to make sure we quickly and meaningfully address concerns.
Providing you with safe service and support has meant that we have made some changes to the way we do business. Those of you who have seen our technicians out in the field may have noticed that we have rolled out new technology that allows technicians to work with you from the driveway to service you versus having to come in your home.
With more of you at home and working from home, our team of engineers have been actively managing and increasing our internet capacity to meet the more than 25% increase in demand.
In less than a week, we moved all our team members who can do their jobs from home to a work-from-home arrangement so they can serve you from the safety of their own homes.
Last week, I put the call out for you to share experiences with us that have gone above and beyond. The response was overwhelming. I can’t tell you how much I appreciate your honesty and am humbled by all of your stories. Rest assured that we will personally convey your thanks to the team members you brought to our attention and for those of you with questions, you will hear from us.
As things evolve, we will continue to adapt and keep you connected and informed, no matter the distance.
Take good care,
Deborah Shaffner, CEO
We've temporarily suspended data limits on internet plans in case you need to work from home or spend more time streaming and using internet while social distancing. Now you can use as much as you need while safeguarding against COVID-19.
These are uncertain times for many customers with new challenges emerging each day, so we are working with customers on flexible pay arrangement to prevent service interruption.
We're waiving international roaming and easyTravel travel pack fees so customers can concentrate on getting home quickly and safely. If you've purchased a travelPack and your trip has been cancelled, we'll remove that cost as well.
Eastlink understands the challenges small businesses face at the moment, so we are not charging service suspension fees for those who need to close temporarily to reduce the risk of COVID-19 for the public.
For more information, please contact us at 1-877-813-1727 and select option 1.
Staying connected with family and friends is more important than ever. That's why we're waiving all Canadian Mobile long distance charges for customers who are not on a nationwide plan.
For customers who are spending more time at home while being prudent with social distancing, we've added a large collection of new free TV channels to explore including news, lifestyle, movie and children's programming options.
A number of scams have been reported targeting Canadians using text messages, emails and telephone calls to try to solicit donations or payments for COVID-19 charities or health supplies. Eastlink urges customers to monitor the Canadian Anti-Fraud Centre for the latest details on COVID-19-related fraud. You can also consult our guide for protecting yourself against telephone, email and text message scams.
As you find yourself spending more time at home, we encourage you to enable your mobile device to connect to your home’s WiFi network so you can offload your mobile data to your WiFi.
On an iOS device:
With iOS 13 and iPadOS, you might see these network options:
After you join a network, you'll see a check mark next to the network and a WiFi symbol in the upper-left corner of your display or the upper-right corner on an iPhone X and later.
Click here to learn more
On an Android device:
Tip: You can also swipe down on your screen to get to WiFi settings.
Click here to learn more
If some of your favourite channels have stopped airing live events, including sports, you can use TV Channel Exchange to swap these channels and try something new. Click here for complete instructions on how to swap channels. You can use the same instructions to change your channels back once event schedules return to normal.
Stay up-to-date with the latest news with these Canadian news channels free to watch:
We've made dozens of new channels available to watch as free previews that everyone in your household will enjoy.
Whether you're looking for children's programming, lifestyle shows, documentaries or movies, there's something for everyone to discover.
Watch your favourite shows and movies whenever you want with Eastlink OnDemand. There are thousands of hours of programming to explore for free with most TV subscriptions.
Here are some changes and prevention practices you can expect if an Eastlink technician visits your home for a service call as we take precautions against COVID-19.
Eastlink's self-service options in My Account offer convenient alternatives for customers who want to manage their account without visiting a retail store:
You can also reach us by phone at 1-888-345-1111 or start a Live Chat to speak with a member of our Customer Support team.
Not finding what you're looking for? Our support pages have lots of great information to help you get the most out of your Eastlink services.
Chat is available Monday - Friday from 8am to 9pm and Saturday from 9am to 5pm.
Locate your nearest Eastlink Store.
Our Canadian based customer service team is ready to help you.
Our Chat Support Hours: Monday to Friday: 8 AM to 9 PM, Saturday: 9 AM to 5 PM, Sunday (Tech Support only): 9AM to 5PM. Holiday Hours may differ. For frequently asked questions, find the answers in Eastlink Support.
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