Internet Services
Execulink TelecomThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:21/05/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:Provided that the fee of $175.14 is waived from the account ****** and former customer ******* ******** is no longer contacted by Execulink, the response is accepted.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
a game of he said, she said. We cant prove that we didnt receive the item because apparently someone signed for it and it was not us. We sent back all the items we had so why would we not send that ONE back? We wouldnt even know what to do with it. I would assume that after all the issues we had with execulink they would be willing to waive this charge as we never even received the new modem. It makes no sense and no one is able to help us. Now we are dealing with threats of collections and poor credit score. Its disgusting. We need this charge to be waived as I am certain there is no proof that the modem was never connected/used because WE NEVER RECEIVED IT.
Sincerely,
******** ***** & ******* ********Business Response
Date: 30/05/2025
While Execulink does not agree with the claims provided by the complainant we will cease collection efforts immediately. Additionally, we will remove the cost of the unreturned hardware as we recognize items that have been missing for several years are difficult to locate.Initial Complaint
Date:01/04/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paying for service Im not receiving and terrible customer serviceBusiness Response
Date: 10/04/2025
We acknowledge this has been a frustrating experience for the customer and the resolution time is longer than one would expect. For this customer, ********************** provides services through a wholesale vendor. As such we are required to adhere to their information requirements and their timelines for appointments etc. In this situation there was excessive communication between the two providers and the ultimate resolution required an advanced technical team to complete rewiring. Service has been restored as advised by the vendor and the customer and credits for down service have been applied to the account.Initial Complaint
Date:17/08/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have had ongoing issues with faulty internet service at our house. A technician visit two days ago failed to replace the faulty equipment, and we still have no internet. The company, Execulink ***** on their website, that they offer 24/7 tecnical support. We were told by an Execulink supervisor that it is impossible to dispatch a technician on the weekend. This makes the advertised statement a falsehood. Falsely advertising services is a poor business practice, and if not illegal, should be.Business Response
Date: 23/08/2024
Execulink does provide 24/7 technical support via voice, chat and email. Our website notes "Support by Phone, Email, Live Chat and Online". Execulink Telecom does provide after hours support to voice customer with Lifeline Medical Alarm Services.
Initial Complaint
Date:25/03/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our internet is constantly slow, network errors all of them time!! If a person is paying for a service why should we have to deal with the internet disconnecting ALL OF THE ****** I pay my bill monthly.. I don't understand this.Business Response
Date: 03/04/2024
The customer is on the highest package we are able to offer in this geographic area. Our records indicate saturation on the lines. The customer has requested we attempt to deliver service through another provider. We will await the outcome of the change in providers and then confirm credits directly with the customer.Initial Complaint
Date:14/08/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because:Is the amount of the credit the same as previously promised? You haven’t outlined what the amount will be and how you will remove that from the outstanding balance now that this has been sent to collections!
The equipment has already been returned with the fed-ex labels I got last week.
Today I received this threatening letter from ** ****** which I did not appreciate(see attached) They have not made a single request for me to pay - in fact the ONE time I did speak with them, they told me they would contact me with the final amount owning once Execulink applied the hardware credit and the monthly service credit. Then today I get this letter that I am on notice?
Can you please advise when you will be applying both of these credits? How much they will be and what I will owe? I have always stated I am more than happy to pay what I owe. ******** is an awful company and make Execulink look really bad.
job. I spent two days calling back and forth with them trying to understand why they would take that away, it still happened. They were the ones who had offered it to me? I was happy to send the boxes back had I had the labels. I spoke to higher ups, multiple times and got no where. It was such a headache. And I am Very disappointed because while I understand they didn’t get the boxes, I didn’t have labels. It doesn’t change they almost caused me to lose my job because of their error. Horrible service and sassy attitudes from all levels of staff. The credit was a measly $50 give or take a few cents. Compared to the hardship and possible job loss, that was nothing... But it still made me happy as they seemingly were trying to right a wrong in some capacity. Shame on you Execulink. Currently in the process of advising everyone at my campground to switch from the once only serviced execulink area, to ******!
Sincerely,
******** *********Business Response
Date: 16/08/2023
Execulink will refund monies for services in the billing period of the cancellation, however the customer has a payment outstanding for services in the prior month that requires settlement. As the customer has indicated the shipping labels were received, we ask that the hardware be returned. Upon receipt the cost of the hardware will be removed from the account.Business Response
Date: 24/08/2023
We are in receipt of the hardware from Ms. *********. Upon receipt of the payment of $183.22 invoiced on May 6, 2023, Execulink will waive the restocking fee of $28.82 and apply a credit of $62.08 to bring the account balance to zero. We will advise Go Beyond the account has been paid in full and request they clear all reporting records related to this account from the Ms. **********s credit bureau file.Initial Complaint
Date:26/05/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was a customer for approximately 6 years, the price increased from $65 a month to almost $130, they had access to my account and they took money even after I called to cancel, giving me the runaround for returning Hardware that they are still billing me for, giving me the runaround for returning my funds, put me into a cheaper package but still charging me the same amount from a more expensive package, never any resolution to any issues when called to complain.Business Response
Date: 05/06/2023
The customer first experienced a price increase of 0.01 cents in October 2019 together with a speed upgrade from 75 Mbps to 150 Mbps with unlimited usage taking the monthly charge from $64.99 to $65.00 per month. Future price increases were October 2020 from $65.00 to $75.00, December 2021 from $75.00 to $83.00 and July 2022 $83.00 to $88.00. The original package the customer had purchased was discontinued in 2019 and we were unable to return the customer to the former package. In February 2023 the customer requested new hardware. The customer was to return the original hardware within 15 business days but did not do so. As such, he was charged for two modems and two routers resulting in an increase of 1$2.90 plus HST per month. The customer has received prepaid shipping labels to return the 4 pieces of equipment. Upon receipt of the hardware in good working condition, the customer will receive a refund for monthly charges.Initial Complaint
Date:12/04/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.We are still reviewing the issue. They have responded to the inquiry.
Sincerely,
******* *******Business Response
Date: 26/04/2023
We have been dealing directly with the customer who is providing us with documentation. We are confident we will be able to reach a resolution that is satisfactory to the customer.Initial Complaint
Date:22/03/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because: ******* has been added to the account so we are both able to receive communication about this. Also, this was filed by me, ***** *******, the original account holder. I have even received an email from Execulink regarding this complaint, so I don't understand why they are now unable to communicate with me
Sincerely,
***** *******Business Response
Date: 30/03/2023
As the individual who contacted your organization is not the registered owner of the account it would not be appropriate for us to provide a response in this forum. We can commit to providing a response to the registered owner by April 1, 2023.Business Response
Date: 03/04/2023
Thank you for adding ******* to the account on Saturday April 1. At the time of our initial response on Friday March 30, ******* was not listed on the account. The email address submitted with the BBB Complaint was ********* thus our inablility to respond. A refund representing the full amount requested has been processed to the account together with correspondence.
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