EBOX Reviews 

Horrible customer service & uninformed charges
- EBOX internet service went down on 26 Aug 2026 for 9 hours without a single notice within the first 6 hours.
- Customer service only repeat the SOP with an attitude
- Customer service was not informed about the service disruption and try to shoo me away by telling me it's the router's fault and a replacement router is en route in 3-5 days.
- Customer service failed to inform me that I am responsible for the router cost.
- Shipment notice was sent but not a single EBOX invoice for the replacement router was sent to my email.
- Invoice next month includes a late payment fee for the replacement router.
They are using BELL's infrastructure anyway. Do NOT

2 months before my move date I placed an order to move. with 7 weeks before my move date, I had to extend the move date by 7 days. I called back 5 weeks before my move date because I received an email showing the wrong move date. E-box said no worries, it was modified in there system. 4 weeks before my move date change I called again, Ebox said no problem it has been changed in there system. 3 weeks before my move date change I called again, Ebox said no problem it has been changed in there system. 2 weeks before my move date change I called again, Ebox said no problem it has been changed in there system. 1 week before my move date change I called again 3x to reconfirm, Ebox said no problem it has been changed in there system. Sunday morning I was disconnected a week before my move date. Technical department said there was nothing they could do. Customer service was closed. Bell Canada technician called me for my move installation, and they were not advised of the change I had requested 7 weeks in advance. I am out of internet service. I work from home. E-Box of Problems. E-Botch. E-Broke. E-Bye-Bye.

Horrible of a god damn service. Charge same as big carriers like bell, use their network, 10 times worse connection and support. The amount of latency and connection drops is so bad, you can't sometimes even watch youtube. God forbid there is a event nearby. Shame on you.

The worst service install I've ever seen in my 30yrs... Install tech was a no show. Customer service couldn't schedule anything until the next 7 days...

Escalation, forget it, they can't do anything and I still havent recieved confirmation the 2nd apointment that supervisor allegedly promised and confirmed.

Stay clear, what a nightmare...

Not a customer but they somehow thought it was appropriate to install their equipment and fiber line on my brick exterior in order to serve their customer (next door semi-detached neighbour). Upon notification, zero response and only referred me back to my neighbour who refuses to call on their own. Dumbest company.

THE WORST SERVICE I HAVE EVR SEEN AVOID THIS COMPANY LIKE A PLAUGE THEY ARE IMPOSSIBLE CANCELLING THE SERVICE TAKE AN HOUR ON THE PHONE AND THEY NEED TO ESCALATE TO A MANAGER BECAUSE THEY CANNOT DO IT THEMSELVES! AVOID! AVOID!!! DO NOT USE THEIR SERVICE!!!!

Terrible customer service

EBOX = DISASTER. I tried to go from Altima Telecom to EBOX (Fibre Optic). They dicked me around on the first appointment, essentially skipping out on it, then when we rescheduled the next time, the technician destroyed my existing connection with Altima Telecom, then discovered that somehow our fibre optics cable was not connecting to the main box in the building, then walked away - we had no internet. He assured me that a technician would call, but no one did. I called and called and called, and was given nothing but a run around. AVOID LIKE THE PLAGUE. CUSTOMER SERVICE IS ATROCIOUS. We went with VIDEOTRON. MUCH BETTER CUSTOMER SERVICE.

Firstly never ever use this internet service. Do not sign up to this company. I’ve never dealt with a company as bad as this or with more rude unhelpful customer service in my entire life.

You will have problems constantly and they don’t resolve anything and tell you it’s your fault. The customer service has no idea what’s going on at anytime.

I had lots of trouble with them in the beginning and throughout. The main problem was arranging a move. Something simple that wasn’t. They arranged my move I paid for the new month in my new house and arranged for installation. The box arrived at my last house the day before installation. They then didn’t give me a time for July 1st so I called. They said that nobody will come because it’s a holiday. So I asked why did you schedule me today then after waiting at home all morning. This was the last straw for me so I cancelled everything. Then an hour later the technician turns up at my door to install after customer service saying nobody will come but I’ve cancelled my account.

The customer service did absolutely nothing to help and were extremely rude.

Do not ever use this service choose another provider. It will be the worst internet decision you will ever make.

I ordered internet service and paid for the 1st month. I cancelled the next day and they didnt even mail out the modem when i called to cancel it. i am supposed to get a full refund for it. When i called back the next day; they told me i have to wait for 1 month to get a refund. Now it is over a month now they told me to wait up to 3 months to get a refund for it. No service done at all. This is the 1st time i encountered an issue like this. Is there anybody else having the same issue. No wonder the company has a very bad review.

Please do not go with this company. They will give you the run around and charge you for service even after you cancel. I have probably messaged and called them over 10 times for service I never even received. You will wait 2 months for a cheque refund even when you never ended up getting their internet. I usually don't bother with reviews but this is an exception because it is the worst customer service I've ever experienced.

eBox is the reason I’m now recording calls.

I signed up for Fibre 1000 at $65/month. Later that same day, I found the same service being offered for $50 and contacted eBox immediately.

I specifically asked whether I needed to cancel the original order and sign up again to receive the promotion. I was repeatedly told no, that everything would be taken care of and that the $50 rate would appear on a later bill.

Before that bill even arrived, I spent roughly six hours dealing with eBox. Part of that time was spent confirming that the promotion had actually been applied. The rest was spent trying to get a straight answer about whether I could purchase a second Beacon 6. Depending on the representative or department, the answer was yes, no, unsupported, or someone else’s responsibility.

While I was signing up, it was basically: “Yes sir, of course sir, everything will be fine sir, there’s nothing to worry about.”

Then the bill arrived at $65.

I spent another two hours trying to have it corrected. There was an attempt to offer me $55, but eBox’s final position was that because I was receiving a one-time $50 prepaid card, I was no longer eligible for the $50 monthly rate.

That directly contradicted what I had previously been told. I had specifically confirmed that the prepaid card would still apply with the discounted rate.

The gift card was always just gravy. At $65 instead of $50, the additional monthly cost exceeds the full value of the card in less than four months. Even at $55, the extra $5 per month wipes it out after ten months.

The internet itself worked well, and the individual representatives were generally polite. The problem was the repeated confirmations, conflicting answers between departments, and the fact that the promised correction disappeared when push came to shove.

After roughly eight hours of calls, I lost confidence in eBox, arranged service with another provider, and began escalating the matter through the appropriate complaint process.

Had a terrible experience with Ebox and had to switch providers after being without wifi for over a week. Had an installation appointment booked on Tuesday, nobody showed up or called me. I spent hours on the phone talking to support and they just blamed it on the bell technicians. They said the earliest they could send someone is Friday. Friday comes and nobody shows up again.

I called again, a bunch of the staff are rude and not understanding. They say now they can send some the following Tuesday. So their only solution is to keep booking appointments that noone shows up for and can't tell you why they didn't come.

Worst customer experience I've ever had with a company.

TV service didn't worked properly. Called Costumer service who told me to call the Tech Support and after an hour Tech told me there's nothing they could do, to call Costumer Service the next day.

Did that and now they're throwing the ball at each others and every time I need to repeat the problem and what has been done.

And when I tried to cancel, they've tried by many ways to convince me to give them 24 more hours to help me with this problem. I had to to interrupt so many times to repeat that I didn't want to continue that it was beginning to drive me angry.

DON'T TRY THEM !!!

Called Distributel was transferred to Ebox, the young woman who signed me up was rude, pushy, and her voice was dead, she spelt Andrew as Andro!?!?!? I couldn’t get her email due to the misspelling, she eventually fixed the email but left the account under Andro! What! NOTE: it’s a prepaid account BUT they do a credit check on you over their $120 modem. Beware.

Over 15 emails texts and calls from Ebox since then, came home and found 2 modems Andro and Andrew. Called - it took 73 mins - a hold of 15 by the agent to read the notes, 30 mins on hold by the same agent when I said I wanted to cancel, blind transfer to a cancel agent who took 5 mins before she even asked for my customer number?! She asked me if I reconsider canceling 4 times before putting me on hold, coming back she again asked me to stay, she would ‘guarantee’ I would have perfect experiences going forward because she was going to put a note on the file. Really? I felt sorry for her job description… but CANCEL the account. 90 days to get a refund Cheque of the $106 I have paid already, once they received both modems from Canada Post. Tomorrow was to be my first day of service 15mbps down 1mbps up for $50 per month. Stay away from Ebox and shame on Bell Canada for running Ebox so incompetently.

My internet went down the day after it was installed. After three no-shows from technicians scheduled to repair it, and about a dozen phone calls to Ebox, I am still without internet days later. No choice but to file CCTS complaint and cancel.

Worst customer service, but good reliable internet. They needed to replace an AC adapter, and would not send over a technician… blablabla, its bell its not us… If you have an issue, good luck resolving it…

Exbox is one of the best IPS I used. its almost a year of using their service and no problem and no outages at all. Customer Service, support and Retention is always so friendly and very helpful too.
Price is the best too!
Highly recommend!

Each time you want to chat with customer support, you give up your sensitive information to whoever happens to be your agent for the day. The full set each time which are:

- Full name
- Date of Birth
- Full address
- Phone number

This is a massive identity fraud risk at the hands of EBox services.

They don't just want one of the pieces above, they need all each time. Even my bank asks less verification than this. How can we be sure your employees don't use our full sensitive data for other purposes? I've lived in Canada and I've never had a service that asks all of these at the same time every time when I contact support. This is too much and dangerous.

When I first order, I had issues with the box. So I had to contact the support maybe 6-7 times in a week. So basically, I had to repeat all that to 6-7 different agents.

@EBox: change this process.

I have been waiting for a technician to up for 3 days and my job keeps getting canceled for no reason.