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Review by indica63 
UPDATED: 1.9 years ago
member for 2.1 years, 34 visits, last login: 1.6 years ago
 London,ON
 $103 per month
 about 50 days
 "none"
 "sales and service and tech support"
 "good service for someone that knows nothing about dsl speed"
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package phone + high speed internet 5 Meg plus connection combined 59.95 per month plus router rental and unlimited long distance. equipment speed touch 585 gateway
order submitted on Aug 28 th as of Oct. 5th internet service is still not functioning properly.
Phone service over 2 weeks to connect as ticket would not be put into bell for line service.
wrong equipment sent to replace faulty equipment modem sent instead of wireless gateway.
cannot get speed tests over 1 Meg
this company has been nothing but incompetent since day one equipment sent to wrong address constantly, being sent to have equipment tested at outlets that don't have the connection to test a 5 Meg connection to gateway as they are on a lite connection 756 kb downloads, no communication between departments , no supervisors can be spoke to after 5 pm. Phone service now that it is functioning is great crystal clear reception. Been with execulink now since sept. 2007 after months of being after them for slow speeds bell being out to the house 5 time always told it was our lines. Well the bottom line was they finally did what they had to do we needed to telnet into the Tompson gateway and set it for multi operation. Now getting speeds up to 4.5 meg service is great BUT DO YOU THINK I CAN GET THEM TO PRO RATE MY ACCOUNT FOR THE POOR SERVICE NO BUT THEY HAD NO PROBLEM ADDING 50.00 TO IT FOR A TECH THAT CAME OUT TO CHECK THE MODEM AND DID NOTHING. MANAGEMENT IS FAR FROM COMPETENT.
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Review by FOJO27
UPDATED: 2 years ago
member for 2 years, 4 visits, last login: 325 days ago
Waterloo,ON
$59 per month
"Very friendly tech support"
"Unreliable, inconsistent internet/home phone; incredibly slow speed"
"I'll be leaving Execulink..."
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Unfortunately, I've been experiencing the same thing as the previous reviewer (juan_hunglo) described--and it's been going on THREE weeks now.
My service was installed on WED OCT 31, 2007.
I have internet & home phone with Execulink--I didn't want to go with Rogers (they're expensive as all get out for starters) but now I'm regretting signing up with Execulink.
I've done daily speed checks & have yet to reach anything above 2.3MB/s--I'm supposed to get "up to 5MB" but not even close. Most days I'm lucky if I reach around 10% of the speed I should have & this is incredibly frustrating! My last speed test showed around 350kb/s download speed...
And I was told the exact same thing--"it's the modem, let's try swapping for a new one, that should fix the problem." Sadly, it didn't. My most recent call to tech support the other night ended with the person telling me her best guess was that it's now the "ATA" (the router) that's causing the problems with dropped calls/no ring tone + terrible speed.
I also was told a repair ticket was made for me but then I got a call the next day by a different tech support person who told me the ticket was cancelled--Bell "fixed" the problem by "decreasing the upload", as the tech explained, and I was advised to call back in a few days to let Execulink know if that fixed everything.
It didn't--and that wasn't my last call to tech either. It's just incredibly frustrating (to say the least!) that I can't pick up my phone & make a call or receive one at any time of the day & not worry that the call will drop, there will be an echo throughout the conversation or that there won't be a dial tone period. As for my internet connection & speed--the connection constantly drops and the speed is painfully slow, so bad that my browser won't load pages because it times out.
I've got a fast computer & had no problems whatsoever with my previous provider (Mountain Cablevision in Hamilton, Ontario). One of the reasons I decided to go with Execulink when I moved back to Waterloo was that I enjoyed years of phenomenal service from Mountain, being that it was a smallish business, and I was hoping for the same with a non-country-wide provider. Apparently size doesn't matter in this case...
I've had Execulink for three weeks as of today & I've been looking through this forum, reading, try to see if there's a reason to stay with them, give them another chance to try to fix whatever the heck is wrong.
To be completely honest, one HUGE concern I have surrounding a stoppage of my service is that Execulink will bill me (via pre authorized payments from my bank) even though I've had useless service the ENTIRE three weeks I've been a customer. Out of principle I refuse to pay for service I haven't had the pleasure to enjoy but I fear that they will try to take money after I discontinue service.
I'm just happy that there's a place here for people to read & discuss their issues with their service providers. I wish I had found the reviews for Execulink prior to signing up (I'd been using the site for speed tests for years), but I guess you live, you learn. Off to Rogers I go...
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Review by juan_hunglo
Posted: 2 years ago
member for 2 years, 29 visits, last login: 315 days ago
Canada
$48 per month (month by month)
 Bell Canada
"FRIENDLY, COURTEOUS TECH SUPPORT PEOPLE"
"MEDIOCRE INTERNET SPEED"
"NOT RECOMMENDED"
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SUMMARY (This is a long post):
I will never recommend Execulink's “service” to anyone.
I parted ways with Execulink a while back and am kicking myself for not doing it much, much sooner.
HISTORY:
I am located in Toronto. My first DSL experience was with an internet provider whose accounts were taken over by Execulink in 2006. With the previous provider, I was promised an internet service of up to 3 Mbps and was typically getting 2 - 2.2 Mbps. This was sufficient for my modest needs. I didn't do much downloading.
SPEED/CONNECTION:
Earlier this year, I was contemplating signing up for an internet sports service for streaming video and I started to track the download speeds I was getting from Execulink. The down load speeds measured by speakeasy.com never showed a download of over 1.5 Mbps and generally the speeds were at 400-800 Kbps. I can count on my fingers the number of times the speed even got close to 1.5 Mbps over a period of 4 months with the speed checked regularly. Also, I was having problems connecting at times, or I would lose the line when connected.
SALES:
I called the Execulink sales department and asked the rep. what speeds I should be getting. She checked my account and told me “Up to 5 Mbps.” When I asked her what that meant in real terms, she again stated, “Up to 5 Mbps.” I could hear the tension in her voice. I think she had probably had previous conversations with other unhappy users about this topic and was bracing herself for a confrontation. I could hear the relief in her voice when I thanked her and asked to be transferred to the technical support people.
TECH SUPPORT:
The tech support people at Execulink are the nicest people. Courteous and friendly. When you phone or e-mail they will empathize with your problem. They will check the line on their end, will ask you to reset your modem, unplug your phones, change your filters, and some other pieces of busy work which will probably not solve your problem. I came to think of this as being “run around the bases.”
Ultimately, they will probably tell you that they believe that you have a bad modem.
MODEMS:
When I opened my account originally, I was provided with a DSL modem by the original supplier. The first time that Execulink Tech support told me that my modem was probably bad, I said, “Hey it's your modem and Execulink should be providing a replacement, if required.” I was told that the modem was now my modem and therefore if I needed a new modem I would have to buy one or Execulink would rent one to me. This is a point where, if I had known then what I know now, I should have cancelled Execulink. Instead, I elected to rent a modem which Execulink shipped to me promptly. The new modem worked nicely but my speed did not increase in the slightest. A while later, when I had trouble again, the rental modem was deemed to be bad (by Execulink tech support), and another modem was sent to me. When I had connection problems some weeks later, tech support again told me that my modem was probably the culprit and I should call in the next day for a replacement. The following day, with no changes on my end, the modem hooked up beautifully (but the speed was still poor). It obviously wasn't the modem. I emailed my account cancellation notice to Execulink and sent back the modem.
PROMISES, PROMISES:
Execulink did not provide a speed even remotely close to that provided by my original vendor. The term “Up to 5 Mbps” is just weasel words.
In mid year, 2007, an Execulink tech rep. said that he would open a ticket with Bell to have my line checked. This never happened. When I spoke with the same tech a while later and told him that I had never heard from Bell, he said that Bell had made some line adjustments at a central location. I do not believe that Execulink ever asked Bell to check my line.
Execulink documentation states that if you rent a modem from Execulink and it has to be exchanged, it will pay the cost to have the “old” modem couriered back to them. Not true. I returned two modems and in both cases paid the return cost myself. Exculink at no time offered reimbursement of my shipping costs. However, when the original rental unit was sent out, Execulink had no problem billing me for shipping costs.
BILLING:
Execulink's billing is flawless. No “Up To” about it. No matter how poor the service, the full $ amount is billed each month.
CONCLUSIONS:
I wasn't a demanding customer. If anything I was too easygoing – and naive. Hindsight is 20-20 as the saying goes. Knowing what I know now, I would have cancelled when I was originally “sold” to Execulink by my original provider.
I do not understand why a company would not make a reasonable effort to keep a paying customer. Execulink's business model must be an interesting one.
I can see why a website like Broadband Reports.com exists. There’s so much good information. I wish I had come across this site a year or two back – I could have probably saved myself a lot of aggravation.
It's now quite obvious to me that not all ISPs are created equal. Some are just bl**dy awful.
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