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 - Store Closures

The government has mandated a provincial-wide lockdown as of December 26th, 2020. We will therefore be closing all our locations on that day until further notice.  If you have to return equipment we ask that you return it via mail. 

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:

Due the government mandated lockdown our store locations will close on December 26th, 2020 until further notice. 

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

Please contact us to arrange shipment of your hardware directly to and/or from your home, as we have closed our store-front locations in Woodstock, Thedford, Port Dover and Tillsonburg. We strongly encourage customers to use shipping method for all hardware receiving or exchanging to help guard against unnecessary contact.

Execulink service installations as of Dec 26, 2020:

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 having our Technicians enter a customer’s home.  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. 

We will install to the exterior of the building, and walk the customer through the necessary steps to self-install services. Although 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 in your home or business, and manage speed increases remotely.  Many of our customers found this to be a safe and easy way to activate their services during the previous lockdown.

We will continue to monitor the situation closely and as soon as we can resume inside installations, we will, and all appointments will be worked 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.

Situations that could inhibit a self-install:

  • Voice – a self-install of voice may not be possible
  • Multiple STB’s may not be possible, the tech will ensure wiring to one STB and the use of our V-STB would be required for others to connect during lockdown
  • home layout, wiring issues
  • customer comfort level
  • non-managed router

Third-party (Rogers/Cogeco) service installations as of Dec 26, 2020:

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.

Rural Wireless and Execulink DSL Areas as of Dec 26, 2020:

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. 

Copper: 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.  Sales Support will then make the necessary changes within the account.

Transfer of Service (Rogers/Cogeco) as of Dec. 26, 2020:

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

As of Dec. 26, 2020:

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. As an extended courtesy to support you and your family, Execulink has waived all overage fees on your Internet plans until June 30, 2020. 

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.

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.

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