Execulink COVID-19 Update

At Execulink, we are committed to the health and safety of our employees and customers. We are closely monitoring the COVID-19 outbreak and are putting measures in place to help protect our staff and the neighbourhoods we serve. 

As the situation evolves, we will keep you informed of any developments right here and on our social media outlets:

How We Are Adapting to Serve Our Customers During the Outbreak:

Closing Our Stores

We have made the decision to close our store-front locations in Woodstock, Delhi, Thedford and Port Dover to keep our customers and employees safe. However, we are here to continue to serve you over the phone, through email, live chat and social media 24/7. Our stores will remain closed until local health authorities determine increased social interactions are safe to resume.

Removing Usage Charges

Most Execulink customers have an Unlimited Internet usage plan, but for those that do not, we are committed to supporting you at this time. We will be temporarily waiving any Internet overage charges until April 30, 2020 to help keep you connected to the things and people that mean most to you.

Protecting our Team

A part of slowing the rate of infection is practicing social distancing. For that reason most of our employees are now working from home. Don’t be surprised if you hear a dog barking in the background or a child laughing.  

Providing Tons of Free Previews

Many of our TV channels are offering free previews until April 30, 2020 to help you navigate this time. You can now enjoy free previews of the Food Network, Showcase, Lifetime, the Cooking Channel, Nickelodeon, Treehouse, National Geographic, Disney, and many more. Please note that CP24 and CTV Channel News will be available for free preview until April 17, 2020. 

You can check out all our Free Previews here. 

Other Questions You May Have:

For all Execulink-owned services installations:

Execulink is committed to serving our customers to the best of our abilities through this time. With new developments of current events constantly arising and evolving, we feel it is necessary to refrain from our Technicians entering a customer’s home. Therefore, all optional service installations are on hold. While this was a difficult decision to make, we know it is the right one as the safety and well-being of our employees and customers is paramount. However, if you are left without service due to a previously scheduled installation, we will work to the best of our abilities to get you installed.

Although we are assessing on a case-by-case basis and it is likely we will not be entering the home, Execulink is still here for you remotely. We will continue to provide activations where we can initiate services with facilities setup without a Technician needing to be on site, to arrange speed increases remotely, and conduct exterior site surveys with our Technicians available to discuss any other concerns a customer may have.

We will continue to monitor the situation closely and as soon as we can resume installations, we will do so. All appointments will be serviced in priority sequence. We thank you for your patience while we continue to serve our customers to the best of our abilities through this time.

For all Rogers/Cogeco (Third party) services installations:

Our partners are experiencing similar challenges. In an effort to keep both our Installation Technicians and our customers safe, in-home installations and repairs have been temporarily put on hold. Please be advised we cannot guarantee appointment times for installations or repairs and we ask for your patience during this challenging time.  

Due to current events, we are currently experiencing a high volume of inquiries, causing processing delays. We are continuing to serve you to the best of our abilities. At this time, we are unable to provide any additional information regarding the expected completion date of your installation or repair. When an update has been received, you will be notified by phone or text message. We appreciate your continued patience and support with us during this time.

Fibre to the Home (FTTH)/Fibre site surveys:

As the province has issued a stop to all unnecessary work, all Fibre to the Home (FTTH) and business site surveys are cancelled at this time until further notice. Any site surveys that were booked will be cancelled. We continue to monitor the situation and as soon as it is safe to resume, we will reach out to reschedule any cancelled appointments.

Rural Wireless and Execulink DSL Areas:

Wireless: for NEW customers, we will install the radio outside and work with the customer over the phone (with our Technician outside) to determine the best scenario to get the cable into the home. 

DSL: If a customer would like to upgrade to VDSL, we can site survey from outside the home. If the customer qualifies, the Technician will leave the modem outside (if required) and inform the customer. If we cannot obtain VDSL but we can obtain ADSL, the Technician will let the customer know and install as per instruction from customer. 

Execulink-owned service repairs:

As we continue to serve our customers to the best of our abilities through this time, we will assess each issue on a case-by-case basis to determine what repairs need to be done and seek a method to restore services that keeps both our Technicians and our customers safe. We will try our best to restore services, such as 911 phone access, Internet service, TV, and customers without access to services, to an acceptable level without the need to enter the home or business. If hardware is involved, a drop-off of hardware by our Technician at the door where the customer swaps the old hardware and takes the new hardware is an option. Should a situation occur where we need to enter the home or business, we will take all necessary precautions and conduct screening before entering to ensure both our employees and customers are comfortable and remain safe. We will continue to try our best to resolve issues over the phone wherever possible.

Third-party owned service repairs:

In an effort to keep both our Installation Technicians and our customers safe, in-home repairs have been temporarily put on hold. We will make every effort to restore services from outside the home. It’s important the exterior where the service comes in is fully accessible before our Technician arrives. We will contact you when your appointment has been confirmed. Please be advised we cannot guarantee appointment times for repairs. We understand this is a very challenging time for everyone so please be assured you have our continued support in trying to resolve your issue as soon as possible.  Thank you for your continued patience, we are in this together.

Transfer of Service (Rogers/Cogeco):

Due to high volumes, our partners are not working transfer of service during this time.  We cannot provide a timeline for the transfer of service. If a customer wants to move forward with a transfer of service, they should allow Execulink to cancel on their behalf and continue with their current provider until further notice.

Transfer of Service (other provider):

At this time, we can only complete direct transfer of service from Rogers and Cogeco. If a customer would like to transfer from a third party, please hold off and set a follow up call for two weeks out.  This will protect their current service and ensure no interruption.

Most Execulink customers have an Unlimited Internet usage plan, but for those that do not, we are committed to supporting you at this time. We will be temporarily waiving any home Internet overage usage charges until April 30, 2020 to help keep you connected to the things and people that mean most to you.

At this time, we are not waiving mobility overage fees for our customers. At Execulink, we have a variety of awesome and affordable mobility plans to help keep you connected to your friends and family during this time. You can reach out to us over the phone, through email, live chat to learn more.

At this time, we are not waiving long distance charges for our customers. At Execulink, we have awesome and affordable unlimited long distance plans to help keep you connected to your friends and family far away, without concern of high long distance charges. You can reach out to us over the phone, through email, live chat to learn more.

During this difficult time we recognize how important it is to maintain your (Internet/phone/TV/mobility) services. In order to continue to deliver the awesome experience you deserve all invoices are due upon receipt, we will not be able to offer additional extensions outside of our standard payment arrangements. As an extended courtesy to support you and your family, as of March 17, 2020 Execulink has waived all overage fees on your Internet plans until April 30, 2020. 

At Execulink, we are committed to the health and well-being of our employees and customers. We have made the decision to close our store-front locations in Woodstock, Delhi, Thedford, and Port Dover to keep our customers and employees safe. However, we are here to continue to serve you over the phone, through email, live chat, and social media 24/7.

Our stores will continue to remain closed at this time until local health authorities determine increased social interactions are safe to resume.

At Execulink, we make it easy to manage your payments with the following options available to you:

  • Visit MyExeculink
  • Pay through your bank
  • Contact our Customer Care Team to pay with your credit card or debit card and set up pre-authorized payments

We will continue to mail invoices however we strongly recommend switching to an electronic invoice.  That eliminates any risk associated with the handling of a paper invoice throughout the mailing process and ensures you receive your invoice should there be a future postal disruption.

To sign up for paperless e-bills please e-mail us at customercare@execulinktelecom.ca or call 1.877.393.2854.

At this time, we have closed our store-front locations in Woodstock, Delhi, Thedford and Port Dover. Please contact us to arrange shipment of your hardware directly to and/or from your home.

If you are using a Virtual Private Network (VPN) to connect from home to your work tools and resources then you may experience a slower than normal Internet speed. This slight reduction in speed is due to the encryption process of your internet data which a VPN implements to make everything safe and secure.

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