How to File a Complaint About Eastlink
Here is where your complaint actually goes, and what to write when you get there.
Eastlink is a telecom company that began as a local cable provider in rural Nova Scotia. It sells mobile, internet, TV, home phone and security service in Atlantic Canada, Ontario, Alberta and British Columbia.
Last updated: November 10, 2026
Most Eastlink complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of Eastlink, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Eastlink First
1-888-345-1111 — Sales and billing: 9am to 7pm Monday to Friday and 9am to 5pm Saturday. Technical support: 8am to 1am, 7 days a week. You can also text 902-482-4008.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
Eastlink at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 86 complaints about Eastlink: 0.4% of every complaint it took in, and number 18 among all providers. In the six months from August 2025 to January 2026 it accepted 51, up 16% on the same six months a year earlier.
Eastlink's complaints are spread evenly across what it sells: wireless 35%, internet 34%, TV 20%. Price increases on monthly plans were the most common single issue.
What Eastlink customers complain about
The issues raised most often in Eastlink complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Regular price increase of monthly price plans — 13% of issues raised
- Credit/refund not received — 9.6% of issues raised
- Incorrect Charge — 7.9% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with Eastlink first, so do this part properly — it is also what makes your complaint concrete.
- Contact Eastlink through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
Eastlink publishes a three-step ladder. First, Customer Care by phone, chat or mail. Second, if the representative can't resolve it, ask to speak with a supervisor. Third, use Eastlink's online form to contact its CEO. Eastlink gives no reply time for the CEO form, so note the date you send it. You do not need to contact the CEO before going to the CCTS.
Eastlink Customer Commitment: how to escalate your concerns (opens on their site)
Eastlink names no ombudsman or Office of the President. Its top step is a form addressed to the CEO, on the Customer Commitment page linked from its contact page under "Unresolved issues".
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
Eastlink appears on the CCTS participating-provider list as Eastlink, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Eastlink as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts Eastlink on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a Eastlink customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted Eastlink on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.