Eastlink Customer Care: An Expert Guide to Getting Help Fast

How to Reach Eastlink Customer Care

If you’re an Eastlink Mobile customer, the quickest way to reach support by phone is to dial 611 from your Eastlink handset. For all other services (Internet, TV, Home Phone, Security), the primary entry point is the Support area on the official website: https://www.eastlink.ca. From there you can use online chat, open a service ticket, browse help articles, or find a nearby retail location for in-person assistance.

When you prefer not to call, chat via the website is typically best for straightforward tasks—plan changes, add-ons, billing questions, and appointment bookings—because agents can send you links and confirm details in writing. For outages, new installs, or complex technical issues, phone support can shorten resolution time since agents can walk you through real-time diagnostics. If you’re contacting Eastlink from a TTY device, use Canada’s Telecommunications Relay Service by dialing 711 and ask the operator to connect you with Eastlink.

Contact Checklist: What to Have Ready

A few minutes of preparation can cut your time on the line in half. Before you call, chat, or visit a store, gather the following so an agent can authenticate your account and act on requests immediately.

• Account number and service address: Your account number appears on your Eastlink bill and in your online account. Having both the number and service address helps ensure the agent is looking at the correct location.
• Verification details: Be ready to provide your passphrase/PIN or to answer your security question. If you want someone else to handle the call, make sure they are listed as an authorized contact on your account.
• Recent bill total and date: These details can be used for secondary verification. If you pay by online banking, note the payment date so the agent can trace it.
• Service context: Note the time the problem started, any error messages, and what you’ve already tried (e.g., power-cycled the modem at 8:15 p.m.). Photos of cable connections or light patterns on your modem/ONT can help too.

Billing, Payments, and Plan Changes

Eastlink supports common payment methods, including pre-authorized debit/credit (set up in your online account), one-time card payments through the customer portal, and online banking (add “Eastlink” as a payee and use your account number exactly as shown on your invoice). Online banking payments typically take 1–3 business days to post, so if your due date is close, use a real-time method (card payment through your account) to avoid service interruption.

If you change your plan in the middle of a billing cycle, expect prorated charges and credits. As a simple illustration: if your Internet plan is $100 per 30-day cycle and you upgrade on day 15 to a $120 plan, you’d see about $50 for the first 15 days on the old plan, $60 for the 15 days on the new plan, plus any applicable one-time fees or discounts. Your first invoice after a change often looks higher because it includes a partial period plus the next full cycle in advance; the following bill typically normalizes. Always ask the agent to read back the exact dollar amounts of one-time fees, monthly rate, term length (if any), and any promotional expiry date so you can verify the next bill matches.

Technical Support and Outages

Before you call, check for a known outage in your area by visiting the Support section at https://www.eastlink.ca. If there’s an area issue, you can usually opt in for updates and skip live troubleshooting. If no outage is posted, perform a controlled reboot: power down your router and set-top boxes, unplug the modem or optical network terminal (ONT) for 30 seconds, plug it back in, wait 2–5 minutes for lights to stabilize (Power solid, Downstream/Upstream or WAN/Online solid), then restore power to the router and TV equipment in that order.

If you use your own router, temporarily connect a computer directly to the modem/ONT with Ethernet to isolate whether the issue is with the ISP signal or your Wi‑Fi/router. Note the light pattern on your modem: a missing “Online”/“Internet” light usually indicates signal or provisioning issues; a solid “Online” with no browsing may point to router/Wi‑Fi problems or DNS. Keep an eye on coax/ethernet connections: hand-tighten coax to “finger tight” plus a quarter-turn; loose or corroded fittings can cause intermittent drops, especially after rain or temperature shifts.

Self-Help Steps That Solve Most Issues

• Internet slow or dropping: Reboot in this order (modem/ONT → router → devices). Test with a wired Ethernet device first. If wired is fine but Wi‑Fi is poor, try the 5 GHz network name and move within 6–9 meters of the router.
• TV pixelation or missing channels: Reseat coax at the wall and at the set-top box. If using HDMI, try a different port/cable. Run the box’s “System Refresh” or “Diagnostics” if available in the settings menu.
• Home phone no dial tone: Check if other services are down (suggests a broader signal issue). Verify the phone cable is in the modem’s TEL1 port. Try a different handset to rule out device failure.
• Wi‑Fi coverage issues: Relocate the router to a central, elevated, open area. Avoid placing it inside cabinets or beside large metal objects. If you have a large or multi-floor home, ask Eastlink about mesh nodes or extenders.

Moves, Appointments, Cancellations, and Returns

For moves, book as early as possible—10–14 days’ notice is a practical target—so you can secure the best installation window, especially at month-end. Confirm the appointment window, whether the address is serviceable at your desired speeds, and whether any inside wiring or landlord permission is needed. If parking is limited or there are access instructions (buzz code, gate, pets), add those to the work order so the technician doesn’t lose time on arrival.

For cancellations or plan downgrades, request the effective date and ask the agent to confirm all equipment that must be returned. Keep your return receipt. If you are offered a mailed return kit, verify the deadline for scanning the return label (a common window is 10–15 days after the disconnect date, though policies vary) and track the parcel number. Before returning a modem or set-top box, disconnect accessories (power brick, remote, HDMI, coax) and include them only if asked; this reduces the chance of missing-item fees.

Accessibility, Privacy, and Security

Customers who are deaf, hard of hearing, or have speech disabilities can use Canada’s Telecommunications Relay Service by dialing 711 to reach Eastlink Customer Care through an operator. If you need bills or notices in large print or another accessible format, request this via the website or by phone—Eastlink can note accessibility requirements on your account so future communications match your preference. If you rely on a medical device or monitored alarm, inform the agent; they can tag critical-care notes on the account to prioritize restoration during outages where feasible.

For privacy and account security, set a unique passphrase/PIN and add an authorized contact if a partner or family member needs to make changes on your behalf. If you suspect account compromise (unexpected SIM swap, plan changes, or orders you didn’t place), contact Eastlink immediately, ask to lock changes on the account, update your passphrase, and enable multifactor authentication on your online account. Document the ticket number and follow up in writing via the website’s secure messaging for a dated paper trail.

Escalations and Independent Complaint Resolution

If a problem isn’t resolved, ask for escalation to a senior agent or supervisor and request a case number. Summarize the issue in 2–3 sentences, list the dates of prior contacts, and state the outcome you want (credit amount, speed restoration, appointment, or cancellation terms). After the call, note the representative’s first name or ID, the time, and any commitments made, including dollar amounts and dates.

If you still can’t resolve the issue with Eastlink, you can file a complaint with the Commission for Complaints for Telecom‑television Services (CCTS), an independent, no‑charge ombuds service for telecom and TV in Canada. Visit https://www.ccts-cprst.ca to submit a complaint online, or call 1-888-221-1687 (toll‑free). TTY users can reach the CCTS at 1-877-782-2384. Keep copies of your bills, chat transcripts, and ticket numbers; the CCTS will ask for a concise timeline and evidence to review your case.

Quick Links

Eastlink Support: https://www.eastlink.ca • Dial 611 from an Eastlink Mobile phone for customer care • CCTS: https://www.ccts-cprst.ca • CCTS toll‑free: 1-888-221-1687 • CCTS TTY: 1-877-782-2384 • TRS (relay) from TTY: 711

What to do if Eastlink cable TV is not working?

Ensure the HDMI or coaxial cable is securely connected. Check the TV’s input source matches the connection type. Update the TV firmware through RCA’s support site if possible. For cable issues, verify Eastlink service activation and signal strength. Restart both the TV and cable box to refresh connections.

Does Eastlink have 24 hour Customer Service?

For billing questions, chat with us online, call us at 1-888-345-1111 or text ‘Billing’ to 902-903-6297. We’re here to help from 9am-7pm Monday to Friday and 9am-5pm on Saturday. For tech support, chat with us online, call us at 1-888-345-1111 or text ‘Tech’ to 902-903-6297 from 8am-1am Monday to Sunday.

Why is my Eastlink internet not working?

First, restart your modem and router to reset connections. Check for local outages via Eastlink’s status page or customer support. Inspect cables for damage and ensure proper connections. If problems persist, a firmware update or equipment replacement may be necessary.

What is the phone number for Eastlink WIFI calling?

Please contact us by calling 1-888-345-1111 or click the online chat button for further assistance.