Protect Yourself Against Telephone, Email and Text Message Scams

It is important to note that Eastlink will NEVER call, email or text you to request personal information. We will also NEVER call you and ask to take control of your computer.

What is Caller ID Spoofing?

Your caller identification (Caller ID) display normally shows the name and phone number associated with the line used to call you. Caller ID spoofing occurs when illegitimate telemarketers change the information that appears on your Caller ID so that you are more likely to answer the call.

For example, the Caller ID may display your own phone number, the name of a recognized brand or government agency, or may be changed to a phone number that can’t be dialed (for example, 000-000-0000).

How to protect yourself

• Do not give out personal information such as passwords, credit card numbers, account details or any other personal information in response to unexpected calls.
• If you get a call from someone asking for personal information, hang up and call the number on your account statement, in the telephone book or the company’s or government agency’s website. Eastlink will never call you and ask for your personal information.
• Never give a caller unsolicited access to your computer. A legitimate company will never call you and ask to access or take over your computer. If you need technical support please contact a company you trust. Eastlink will never call you and ask you to take control of your computer. There may be instances when you call Eastlink that we may present an option to access your computer to help troubleshoot an issue, but this will only occur when you call us for help.
• Register your telephone number on the National Do Not Call list.
• Eastlink has a number of calling features included in your telephone service to help you manage unwanted calls, such as call block, call screen and call trace. You can find more information on these and other calling features available for home phone here.

Managing Unwanted Calls on Mobile Devices

If you're receiving unwanted spam calls on your smartphone, we recommend using the guidelines above to safely avoid scams. Here are some other tips to try on your mobile device:

• Set up as many familliar phone numbers as possible as entries in your smartphone's Contact List so incoming calls will stand out from unsolicited callers.
• Don't answer or return calls to numbers you don't recognize. A legitimate caller is likely to leave a voicemail that you can confirm later.
• Use your device's call blocking features to block incoming callers by number. 
  • Apple iPhone users can click here for call blocking instructions
  • Android smartphone users can click here for call blocking instructions
• Scammers can use local area codes to target smartphone users. Avoid answering calls from unfamilliar phone numbers, even if it appears like they're coming from your community.

Protect Voicemail on your Mobile Device and Home Phone

We want to ensure that the privacy of your voicemail is always protected. The best way to do this is to turn your password on at all times. It’s easy to do. The next time you check your voicemail, press option 2 for personal options, then press 2 to change your password. Once you’ve selected a password that is memorable for you but hard for others to guess, press option 5 to turn your password on.

How to set up Voicemail on your Mobile Phone?

1. Open your device's phone application
2. Dial your phone number
3. Follow the instructions given by the recording

Set up a Voicemail PIN on your Home Phone

Use the following instructions to create a new password or to change your current password for your home landline:

1. Press 4 on the main menu to administer your account
2. Press 2 to administer mailbox preferences
3. Press 1 to administer your PIN
4. Enter new PIN and Press #
5. To accept Press 1
6. To try again Press 2

To Enable/Disable PIN requirement on your Home Phone:

1. Press 4 on the main menu to administer your account
2. Press 2 to administer mailbox preferences
3. Press 3 to administer auto login
4. To set auto login to "off" Press 2 (recommended this for maximum protection)
5. To set auto login to "on" Press 1 (not recommended)

What is phishing?

Phishing is the attempt to obtain personal information from you by using fraudulent websites, emails or pop-up windows.

There are a number of different phishing techniques, for example:

• Sending you an email that includes a link to a website that requests that you provide your password and other personal information. The website will look like it belongs to a legitimate company, like Eastlink, but it is used to steal your confidential information.
• Encouraging you to respond to the email with personal information.
• Including an attachment or a link in the email that may damage your device or send personal information to the phisher.

How to protect yourself

• Do not open unsolicited emails and or click on links contained in the email or open attachments unless they come from a trusted source.
• Be cautious of emails that include unsolicited offers, contests and investment opportunities, especially if you are asked to provide personal information in order to participate.
• Be cautious of emails that have spelling and grammar mistakes.
• Check the email address. Often times emails will look like they come from a known business, but the email address is not one that is associated with the company.
• Keep your passwords safe, and make sure they are difficult to guess. It is always a good idea to change your passwords frequently.

What is smishing?

Text message (SMS) spam or ‘smishing’ is any unsolicited text messages sent to your mobile phone. Smishing messages often ask that you call or text a phone number, click on a link to a website for more information, or download an application.

How to protect yourself

• Never click on links contained in text messages, unless they come from a trusted source.
• Do not provide any personal information in response to an unsolicited text messages.
• If you get a text message asking you to call a number, verify the number on your account statement, in the telephone book or the company’s or government agency’s website.
• Do not download applications from unauthorized app stores.

What should I do if I have been affected by a telephone, email or text message scam?

If you believe that you have been affected by a telephone, email or text message scam, we recommend you contact your bank, your local police and the Canadian Anti-Fraud Centre (CAFC). The CAFC is a national anti-fraud call centre operated by law enforcement agencies, including the RCMP. The CAFC collects complaints and forwards them to the appropriate law enforcement agencies.

If you receive an email claiming to be from Eastlink asking for personal and/or banking information, do not respond or click on any links in the email. Please forward the email to reportphishing@eastlink.ca and then delete the email.

If you have clicked on a link in a phishing email, provided the information requested, or think your account may have been compromised, please call Eastlink at 1-888-345-1111 or chat with us on eastlink.ca.

Where can I get information on the latest scams and fraud?

For information on the latest scams and fraud, and what to do if you are a victim you may want to visit the following websites:

• The RCMP which highlights the latest consumer scams and how you can deal with them.
• The Better Business Bureau Scam Tracker which features the latest consumer-reported scams in Canada and the United States.
• The CRTC Telemarketing and Unwanted Calls which includes Consumer Alerts on the latest scams.