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:

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

Lockdown Update

Due to the provincial lockdown all Execulink store locations will be closed beginning April 3rd, 2021 until further notice. Though our public storefronts will be closed, our Customer Care Team is available via phone, chat, and email to support you 24/7.

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 to help you navigate this time. 

You can check out all our Free Previews here. 

Other Questions You May Have:

Beginning April 3rd, 2021 all our store locations are closed due to the provincial lockdown and will remain closed until further notice. Though our public storefronts will be closed, our Customer Care Team is available via phone, chat, and email to support you 24/7.

Please contact us to arrange shipment of your hardware directly to and/or from your home. We strongly encourage customers to use the mail-in shipping method for all hardware receiving or exchanging to help guard against unnecessary contact.

To do everything we can to comply with General Public Health Measures, we ask that you refrain from sending cheques via postal mail. Please pay your bill using pre-authorized payment (PAP) or online using MyExeculink or your personal banking. These are contactless ways for you to view and pay your bills that keep our community safe. Our Customer Care Team is available to help you pay with your credit or debit credit card and/or set up pre-authorized payments. We also recommend e-billing as an eco-friendly solution that prevents unnecessary face-to-face contact for you and our postal workers

Execulink-owned service installations as of April 3rd, 2021:

We’re installing using safe physical distancing practices. To keep you and our technicians safe, we’re utilizing additional safety precautions when installing your services. This includes sending only one technician to your home or business, completing a Covid-19 screening questionnaire for both you and our technician prior to entering your home or business, sanitizing all pieces of equipment and hardware prior to installation, and wearing the required face mask as well as a face shield or protective eyewear.

Third party installations as of April 3rd, 2021:

In an effort to keep both the Installation Technicians and our customers safe, remote installations will be completed when available. If the remote installation is unsuccessful, the technician may be required to enter your residence to complete the installation or repair, while following the latest health and safety measures. We ask for your patience during these challenging times, as we are continuing to serve you to the best of our abilities. 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.

 

Yes a site survey will still take place in most cases. A representative will contact you to schedule a site survey to determine if service is available at your address. 

Transfer of Service (Rogers/Cogeco):

Transfer for Service typically takes approximately 11 business days but timing can fluctuate based on volumes. If you want to move forward with a transfer of service, it is strongly recommended you allow Execulink to cancel on your behalf and continue with your current provider until further notice.

We’re finding new ways to help you safely. We are pleased to share that our Execulink Helps app is now live and available to you. With our new Execulink Helps app, you can easily diagnose Wi-Fi issues and improve your home network anytime, day or night. 

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.

 

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. From 1 GB, 4 GB or 10 GB of data and unlimited text messaging and Canada-wide calling, we have a plan that works for you. Contact us by phone, through email and chat to learn more. Please note, at this time we are not waiving mobility overage fees for our customers.

Our Unlimited North American Calling plan is an awesome long distance plan that will 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 and chat to learn more. Please note, at this time we are not waiving long distance charges for our customers.

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. 

Most Execulink customers have an Unlimited Internet usage plan, but for those that do not, we encourage you to take advantage of our unlimited Internet plans. If you’re unsure of which unlimited plan is best for you, please contact us and we’ll help you choose the best package for your needs.

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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