We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

Uplink

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:27/11/2023

    Type:Customer Service Issues
    Status:
    Unresolved
    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 subscribed to Uplink cable and internet service approximately 6 months ago. Ever since we got it the ** reception is terrible. It constantly cuts out and sometimes the screen is just pixels. It is practically unwatchable at times. When watching a hockey game for example, it pauses every few seconds and the sound also cuts out. Sometimes the game ends up being several minutes behind live **. They have sent a service tech here several times but they always say there is no problem. I emailed them a video clip of a hockey game to show them what happens but I got no response. Today we decided wed had enough and decided to cancel the service and go with another provider. However, theyre charging us $275 to cancel. I dont think we should be paying that because when we signed up we were expecting a watchable ** service. We didnt originally sign up just to be able to watch ** sometimes. I dont think we should be paying $275 to cancel a service that doesnt work. If anything, they should be back-paying us for all the days it didnt work. I tried attaching the video to send to you but it wouldnt work.

    Business Response

    Date: 27/11/2023

    Dear ***************************, 

    We deeply apologize for your frustration and inconvenience.  However after reviewing our notes / tickets on your account, last we spoke on to you (*************************) by email you claimed it had been good for over a week.  No further reports / communication came from you.  We can not fix what we don't know.  I apologize that we are not mind readers. Further we have noted your rather inaccurate and some what slanderous ****** Review to which we have also replied.

    For your reference I have attached a screen shot of the referenced email.  As a consumer you are entitled to cancel your services, however as per your signed service agreement all services have a 1 year commitment and maybe subject to fees for early cancellation in order to recover setup / install fees or monthly discounts provided.

    We have again offered to dispatch a tech to dig further into your issue, that we just heard about today.  Also we are aware of small periods where customers on the Eastlink Cable Network were experiencing unacceptable and prolonged service disruptions to which reasonable credits have been offered and applied. 

     

    We would very much like to fix these issues and retain your services.

     

    Thanks

    UpLink Communications Inc

     

    Customer Answer

    Date: 27/11/2023

    When Uplink talked to **** it had been good for several days and then it started up again.  I emailed a recording of a video I took of a hockey game to show what its like on November 8th but got no response.  I emailed again on the 11th but got no response.  I tried attaching the video here but its too big.  However, if uplink looks at the email from November 8 they can see the video.  We decided to cancel because we realized the problem isnt going to be fixed.  Theres no point in having TV if you can only watch it sometimes.  Thats not the service we were paying for.

    Customer Answer

    Date: 28/11/2023

     
    Complaint: 20920959

    I am rejecting this response because:When Uplink talked to **** it had been good for several days and then it started up again.  I emailed a recording of a video I took of a hockey game to show what its like on November 8th but got no response.  I emailed again on the 11th but got no response.  I tried attaching the video here but its too big.  However, if uplink looks at the email from November 8 they can see the video.  We decided to cancel because we realized the problem isnt going to be fixed.  Theres no point in having TV if you can only watch it sometimes.  Thats not the service we were paying for.

    Sincerely,

    ***************************

Uplink is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.