Complaints

The 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 Issues
  Status:

  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.

  Execulink has been harassing my wife and I for weeks regarding a piece of hardware that was not returned to them. We were with execulink for 5 years and throughout that time, we experienced unreliable internet connection and unfulfilled duties from agents. One of the main issues was lack of communication. For example, the agents would say they had done something/will do something and it never got done. Sometimes the agents would say they sent something to us when they never did and then while being on the phone, wed receive an email of what it is they said they sent us before - horrible. Now, one of the things they said they were going to do was send us a new modem to see if that helped the poor internet connection. They said they sent it and that someone signed for it but we never received this modem. Execulink is trying to charge us $175.14 and we are not willing to pay that. We never missed a payment or paid late and this is the treatment we receive. Its not right because we are in 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.

  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. 

  Customer Answer

  Date: 30/05/2025

   
  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.

  
  Sincerely,
  
  ******** ***** & ******* ********

• Initial Complaint

  Date:01/04/2025

  Type:Order Issues
  Status:

  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 service

  Business 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 Issues
  Status:

  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 Issues
  Status:

  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 Issues
  Status:

  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.

  In mid-June I Cancelled services, execulink mixed up the disconnection date putting me in a horrible position at work. I almost lost my job. When I called to inform them a wonderful lady offered to send me shipping labels for equipment and once it came back she would credit my account for the inconvenience they caused me, leaving me with a smaller balance owing(also admitting they really messed up). I never got the labels. They emailed me twice in July to remind me of the balance and equipment, so I called and was told the labels were being sent again. Never got them. I have the box ready to send back, and was happy to. It’s useless to me. Life got busy, I never got the labels. Anyway, Fast forward to August, I receive a letter from a collections company and I was shocked. I phoned execulink right away to get them to send me labels, I want to send this box back! I did get them, but they revoked the offer of the credit for the major error on their behalf causing me to almost lose my 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 ******!

  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.   

  Customer Answer

  Date: 21/08/2023

   
  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. 

  
  Sincerely,
  
  ******** *********

  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 Issues
  Status:

  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 Issues
  Status:

  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.

  I Signed up for Service with Exeuclink and started service on May 20th 2022. I was assured in person they would cancel my Existing providers service and I only needed to return to them (FIDO) this was part of the reason I choose them as a provider. Yesterday received a call from **** saying i was still being charged for my service. I called through to Execulink and they were not willing to own their error or help me in anyway, or look at changing the advertising to let customers know they cant do what they are advertising. They advertise they cancel existing providers on their website and how easy it is to change over. I have an 8 month old baby and need to pinch pennies. I am just asking not to be taken advantage of financially for a shortcoming in their operations they advertise as part of starting an account with them. Thank you.

  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. 

  Customer Answer

  Date: 27/04/2023

  
  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,
  
  ******* *******

• Initial Complaint

  Date:22/03/2023

  Type:Billing Issues
  Status:

  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 purchased a pay per view event on March 4. Our execulink service went out at 1 pm. We called for a tech. After 2 phone calls and an email, they said they wouldn't send anyone until March 6th. We explained we had bought an event, they told us they would credit us the data incurred during the service outage and also for the pay per view event (I have a screenshot of this conversation). I submitted the bills for data and the ppv event yesterday to execulink, and they are refusing to credit us.

  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.

  Customer Answer

  Date: 01/04/2023

  
  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: 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.

• Initial Complaint

  Date:09/02/2023

  Type:Product Issues
  Status:

  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.

  I recently received a bill from Execulink Telecom for a small amount, however, the issue is not with the amount itself. Over 12 years ago, I cancelled my account with Execulink and paid my final bill, since then I haven't had any communication with them. The bill that I received came with a letter warning that if I don't pay the bill, they will contact the credit bureau and report me as having a delinquent account. I called their customer service line and after waiting on hold, I spoke with a representative who was unable to resolve my issue. The problem is not the $13.06, as it is not worth the time and effort I have already spent on this matter. I feel that this is an attempt by the company to scam past clients for small amounts of money and I refuse to be a part of it. Today, I received a second bill, and I noticed they added an additional 23 cents to the amount. I assume they have been adding 23 cents each month for the past 140+ months or so. My account number is ******, and I'm not sure what technical glitch caused this problem, but I hope it is not a widespread occurrence.