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:

Re-opening our Stores Safely

Our store locations are now open, including our brand new Tillsonburg location! Visit our Contact page for store hours and address information.

Thorough cleaning practices, hand washing, hand sanitizer, and masks are some of the ways that we’re working hard to provide you with the excellent, safe customer service you deserve. We look forward to seeing you face-to-face! Masks or face coverings are required by law in our Port Dover, Tillsonburg and Woodstock locations and we strongly encourage customers visiting our Thedford location to also wear a mask.

Please note: We are asking our customers who need to return equipment to please use the mail-in shipment method in order to protect against unnecessary contact. 

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:

Our store locations are now open! 

You can visit our stores while resting assured that our employees are working hard to keep you safe.  Thorough cleaning practices, hand washing, hand sanitizer, and masks are some of the ways that we’re working hard to provide you with the excellent, safe customer service you deserve.

Update: Masks or face coverings are required by law in our Port Dover, Tillsonburg and Woodstock locations and we strongly encourage customers visiting our Thedford location to also wear a mask.

We look forward to seeing you face-to-face. As usual we will also continue serving our customers through our website, social media, chat, email and over the phone.  

Please note: We are strongly encouraging our customers who need to return equipment to please use the mail-in shipment method in order to protect against unnecessary contact. 

We will also not be accepting cash at this time. Thank you for your understanding.

You can now pick up or exchange hardware at our store locations. However, at this time we are strongly encouraging customers to return their equipment by mail if possible, in order to protect against unnecessary contact.

For store hours and addresses visit our Contact page here.

EXECULINK INSTALLATIONS:

Execulink is committed to serving our customers to the best of our abilities through this time. We have resumed both in-home and business installations and are working through all appointments in priority sequence.

Due to current circumstances, there is a backlog of installation appointments to get through which is being completed in the order they were received. We have increased our install teams to ensure we are able to get to everyone in as timely a manner as possible. We will reach out to you prior to your installation date with more information. We apologize for any delays and appreciate your continued patience and support during this time.

We are taking necessary safety precautions such as frequent hand washing, wearing masks, thorough cleaning of equipment before and after each use, and social distancing, to ensure both our customers and our Technicians are safe. All customers must satisfy pre-screening questions before our Technicians enter the home. Only one to two people can be present for the installation, and if more people are present the installation will not occur and will need to be rescheduled. Keeping a social distance from our Technician throughout the duration of the install is required and there must be explicit consent.

THIRD-PARTY INSTALLATIONS (ROGERS/COGECO):

Our partners are experiencing similar challenges. In an effort to keep both our Installation technicians and our customers safe, in-home installations have been temporarily put on hold, with the exception of installing as needed for essential workers. Please be advised we cannot guarantee appointment times for installations and we ask for your patience during this challenging time.  

Cogeco installations have resumed, who will make every effort to conduct the installation from outside the home. Technicians have the right to determine whether or not it is safe for them to enter the premise, and are not obligated to do so.

The pre-screening questions our customers must answer are:

  1. Do you or anyone in your household have a new/worse cough or shortness of breath? No/Yes
  2. Are you or anyone in your household feeling feverish, or have had the shakes or chills in the last 24 hours? No/Yes
  3. Have you traveled in the last 14 days? No/Yes
  4. Have you had close contact with a confirmed or probably case of someone with COVID-19? No/Yes
  5. Do you agree to have no more than 2 people present during the installation and practice social distancing throughout the installation? If yes, we ask that you remain in another room. The Technician has the right to refuse work if there are more people present.

Our partners are experiencing similar challenges. Please be advised we cannot guarantee appointment times for repairs and we ask for your patience during this challenging time.  

Repair appointments (Rogers and Cogeco) have resumed with our partners, who will make every effort to resolve any issues from outside the home. However, the technician may enter the home for repairs if they are unable to resolve the issue from outside. Technicians have the right to determine whether or not it is safe for them to enter the premise, and are not obligated to do so.

All customers must satisfy pre-screening questions before the technician enters the home, and the customer must be on the premise for the appointment if the technician needs to enter the home. Keeping a social distance from the technician throughout the duration of the repair is required and there must be explicit consent.

The pre-screening questions our customers must answer are:

  1. Do you or anyone in your household have a new/worse cough or shortness of breath? No/Yes
  2. Are you or anyone in your household feeling feverish, or have had the shakes or chills in the last 24 hours? No/Yes
  3. Have you traveled in the last 14 days? No/Yes
  4. Have you had close contact with a confirmed or probably case of someone with COVID-19? No/Yes
  5. Do you agree to have no more than 2 people present during the installation and practice social distancing throughout the installation? If yes, we ask that you remain in another room. The Technician has the right to refuse work if there are more people present.

PLEASE NOTE: 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 site surveys:

We have resumed our Fibre site surveys. All previously scheduled appointments that were canceled due to COVID-19 will be worked in priority sequence. New appointments will be scheduled at a later date.

We are taking necessary safety precautions such as frequent hand washing, wearing masks, thorough cleaning of equipment before and after each use, and social distancing, to ensure both our customers and our Technicians are safe.

Rural Wireless and Execulink DSL Areas:

We have resumed Rural Wireless and DSL site surveys. All previously scheduled appointments that were canceled due to COVID-19 will be worked in priority sequence. New appointments will be scheduled at a later date.

We are taking necessary safety precautions such as frequent hand washing, wearing masks, thorough cleaning of equipment before and after each use, and social distancing, to ensure both our customers and our Technicians are safe.

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:

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

Repair appointments have resumed with our partners (Rogers/Cogeco), who will make every effort to resolve any issues from outside the home. However, the technician may enter the home for repairs if they are unable to resolve the issue from outside. Technicians have the right to determine whether or not it is safe for them to enter the premise, and are not obligated to do so.

All customers must satisfy pre-screening questions before the technician enters the home, and the customer must be on the premise for the appointment if the technician needs to enter the home. Keeping a social distance from the technician throughout the duration of the repair is required and there must be explicit consent.

The pre-screening questions our customers must answer are:

  1. Do you or anyone in your household have a new/worse cough or shortness of breath? No/Yes
  2. Are you or anyone in your household feeling feverish, or have had the shakes or chills in the last 24 hours? No/Yes
  3. Have you traveled in the last 14 days? No/Yes
  4. Have you had close contact with a confirmed or probably case of someone with COVID-19? No/Yes
  5. Do you agree to have no more than 2 people present during the installation and practice social distancing throughout the installation? No/Yes
    1. If yes, we ask that you remain in another room. The Technician has the right to refuse work if there are more people present.

Please note: 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.

Execulink is committed to keeping our customers connected to the things and people that matter most and we want to serve our customers to the best of our abilities through this time. As we are an essential service, many customers need our services and have been asking for installations.

The safety of our customers and Technicians is paramount. We have worked hard to ensure we have the appropriate safety measures in place so we are prepared to safely resume installations, and we respect the decision of our customers. Should a customer decline to have an installation done at this time, we will work together to find a future date that works well for them.

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. 

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.

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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