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:

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.

Update: While we look forward to serving our customers in our store locations soon, these locations will not be re-opening on May 19th, 2020.  Our top priority is ensuring the health and safety of our customers and employees. We are developing a plan to reopen our stores to protect the safety of all stakeholders.  At this time, we will continue serving our customers through our website, social media, chat, email and over the phone.

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 June 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 to help you navigate this time. You can now enjoy free previews of the Slice, Food Network, Showcase, Lifetime, the Cooking Channel, History, Nickelodeon, Treehouse, National Geographic, Disney, and many more.  

You can check out all our Free Previews here. 

Other Questions You May Have:

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.

Update: While we look forward to serving our customers in our store locations soon, these locations will not be re-opening on May 19th, 2020.  Our top priority is ensuring the health and safety of our customers and employees. We are developing a plan to reopen our stores to protect the safety of all stakeholders.  At this time, we will continue serving our customers through our website, social media, chat, email and over the phone.

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, we will be resuming both in-home and business installations on May 19th and all appointments will be worked in priority sequence.

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.

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? 
  2. Are you or anyone in your household feeling feverish, or have had the shakes or chills in the last 24 hours? 
  3. Have you traveled in the last 14 days? 
  4. Have you had close contact with a confirmed or probably case of someone with COVID-19? 
  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.

We appreciate your continued patience and support with us during this time.

For all third party service installations:

Our partners are experiencing similar challenges. In an effort to keep both technicians and customers safe, in-home installations by third-party technicians 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:

With new developments of current events, we will be resuming residential FTTH site surveys as of May 25th. 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:

With new developments of current events, we will be resuming Wireless and Execulink DSL site surveys as of May 19th. 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 technicians and customers safe, in-home  repairs have been temporarily put on hold. Please be advised we cannot guarantee appointment times for 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.

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.

Transfer of Service (Rogers/Cogeco):

Due to high volumes, our partners are not working transfer of services during this time.  We cannot provide a timeline for the transfer of service. If you want to move forward with a transfer of service, please allow Execulink to cancel on your behalf and continue with your 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. 

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 June 30, 2020 to help keep you connected to the things and people that mean most to you.

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. 

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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