Important Security Incident Update

An unknown third party attempted to access the account information of some customers late Wednesday, August 26, 2026, into the early hours of Thursday, August 27, 2026. We discovered this unauthorized activity on Wednesday, August 26, 2026 after a series of emails were sent to customers with “forgot username” requests. We quickly isolated and disabled the impacted platforms in the early hours of Thursday, August 27, 2026, which includes the My Account Internet, TV & Phone login page on our website and the Home Services App that links to the same web page.

We have begun notifying affected customers by email and will be sending letters in the coming week as well as voice messages to their home phone.

Our ongoing investigation continues to show that information accesses for some customers included your name, contact information (service and billing addresses, phone number, and email address), Eastlink customer and account numbers, the Eastlink services to which you subscribe (internet, TV and/or phone), account balance (including the amount of any overdue balance on your account), whether your account is set up for pre-authorized payments, and your Eastlink account PIN, and did NOT include credit card information, banking information, SIN or date of birth.

For additional security and precaution:

• We have proactively removed the PINs on active accounts.

• We have implemented additional security requirements when you contact us, which means our care and support teams will ask for more information to verify your identity.

• We are offering identity protection for affected customers through TransUnion, with a one-year subscription to credit monitoring services at no charge to the customer. Subscription details will be sent to affected customers.

• We encourage you to change your passwords on email, banking and other accounts as a best practice.

Please also note that Eastlink will never call, email or text you to request your personal information.

To make changes to your services, check your account balance, or make a payment, please contact our customer care team who is ready to support any inquiries or changes you may need to make at 1-888-345-1111 (residential) or 1-877-813-1727 (business). This may mean higher than usual call wait times. We appreciate your patience as we work through this.

We are committed to doing everything we can to prevent similar events in the future.