EBOX Reviews 

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.

I ordered on a Wednesday for mine and my sisters house. Equipment came Friday. Technicians came following Tuesday. Easy setup. I recommend you loginto the nokia router and change the network name and password to the same one as your old provider and viola. Support was excellent too and I am getting absolutely blazing 500up/down speeds.

I left Bell in January 2026 as they did not want to offer me a long-term customer type of discount. I called for the Black Friday and Christmas promotion times and all i got was a sorry - no can do.. i then decided to join Ebox and from the moment i joined up to installation and 4 billing cycles later i have to say they way exceeded what i was used to deal with when i was with Bell. The equipment was received on time and the technician also came as scheduled. I had 2 subsequent customer requests which were promptly handled without hassles and waste of time.

Therefore, i see many bad reviews but my experience with them has been great so far.

Most horrible custmer service ever...Staff was EXTREMELY RUDE, talked over me when she called to cancel a scheduled appointment that was scheduled for today after taking a whole day off work....When I asked why?...she said "tech not available"..She actually hung up the phone on me mid conversation, b4 even giving me the appointment time, I told told her it's wrong the way they canceled the appointment....Please Stay away, if this is how they treat a pending new customer, just imagine what your experience would be after they get your money.

I have a very good customer satisfaction service experience with Ebox. I had to change only because they couldn't offer me the plan I wanted for the budget I wanted, while competitors could and while they offer it to new clients, sadly. Therefore, I removed one star. Always patient, always trying to help, IT also are mostly patient (most of them) and takes time to take you through problem-solving issues with your materials. You can talk to a real person, you can chat, it's easy to reach out if you have problems. They take accountability when problems occur and are solution-driven.

No proper customer support; issues arise from the start of the connection.

Network connectivity is brilliant, as advertised.

Scheduled an install 2 weeks before the move in date. They refused to give me the date I originally requested and as a result had to take a day off work to be there.
Received two emails and a text message confirming the installation date and time. So far so good.
8am to 12pm was the window, no calls confirming when the tech would arrive, but ok maybe they don’t do that anymore.
12:05pm and no tech had arrived fo the scheduled appointment. I called customer service who literally said “oh, no one showed up, ok, we’ll reschedule for next week.” In the most blase way, as though it had been expected.

Excuse me? No.

They escalated to a supervisor who said to wait another hour because the appointment was not showing as cancelled and maybe they were just running late. Then she assured me she’d call me back in an hour to verify. Fine, tha wasn’t unreasonable, just frustrating.

An hour passed and no tech appeared and no phone call happened.
I called back and eventually got through to the same supervisor.
While we were talking I saw a Bell truck pull into the parking lot so I went downstairs to try and find the tech but I couldn’t, she told me she’d call me back in 5 minutes to check and see if everything was going ok.

I couldn’t find the tech and I didn’t get that second call back.

Eventually I saw the tech heading back to his truck and I was able to run over and talk to him. He had been there to install services for another unit in the building. I told him the situation and he pulled up the work orders in his system, telling me he could come back shortly and do my installation, he just needed to go get a key - until I mentioned it was through ebox, not Bell.

There was absolutely no record of any work order in his system for my unit, nor was there anything assigned to another tech. He was the first one in the building (a new build) and there were no other orders for the building that day. He also said it doesn’t take a week for another call, usually it’s within 48 hours. Also unfortunately since it was ebox he couldn’t do the work without the ticket because there was a code that he needed to scan for it.

my order had never been submitted to bell despite the confirmations I received and the assurance from the customer disservice employees that the work was scheduled.

I called again and received the same nonsense about rescheduling, was eventually escalated again and the same supervisor refused to speak to take my call. I was told she was on another call and would call me in about 15 minutes.
Well obviously that didn’t happen, so I called back yet again and spoke to someone else who said they would reschedule, and kept asking me the same things over and over and disregarding my answers.

They took absolutely no accountability for the mess and just kept blaming the technician for not showing up. I told them the tech had indeed shown up and I had spoken to him and what he had said.

All they kept saying was reschedule, just let us know your availability which I already had told them I work during the week and wouldn’t take another day off because at this point I had no faith that if I did anyone would come. they would not even tell me what days or times I could potentially schedule.

I told them I had zero trust In the company at this point and I was to going to waste another entire day waiting for someone to show up, or for them to fulfill any of the promises they had made and also failed to meet. I paid for this in advance and have received nothing but headaches and frustration.

Then the lady said that even if I picked another day they couldn’t even guarantee that, I would have to wait for them to send me a confirmation email in the next 48 hours, which could basically contain anything.
At this point she was just trying to get off the phone rather than offer any real solution or take any accountability. Too busy scamming other callers apparently. All I heard was it was to be escalated and rescheduled, which did not even come close to resolving the issue.
In the meantime I contacted them via email but I have no doubt that will just be ignored. I am looking for an alternative service provider, I would pay double at this point to avoid ever having to deal with this ridiculous excuse of a customer service again, or the company who can’t even manage to properly schedule a service call. Heaven forbid if there was an actual issue with the internet or the equipment.They’d have to find someone else to blame for it because it couldn’t possibly be their fault.

This is the only company I have ever had any kind of issue with regarding internet. The few times I’ve ever needed to call customer support for other providers the issue was resolved quickly and at the very least courteously.

Stay as far away from this company as you can. They are an absolute nightmare. I rarely bother writing reviews for bad experiences but this was a true nightmare.

I've used EBOX twice and been fairly impressed.

They are a 'value provider', and so don't always give the latest equipment, but the value for money is excellent.

The speed of the service, which is the most important thing to me, has been as promised.

I really appreciated this service, but moreso their customer service.

I had excellent connection quality, speed, value and reliability, while I was subscribed to them (Cable).
The only reason I left them, was due to Ebox no longer offering Cable connections in my area.

While there was a bit of confusion in the end-of-service procedures, they were very understanding and ensured fair outcome.

Again, I really liked their service, and would return to them if they came back to my area of Mississauga (they still service other parts of the city)

Thanks to all previous reviewers! I was about to switch, but absolutely NO for wasting my time!

Terrible experience. Signed up for their home internet services as it had a good price, selected by installation date one week in advance based on their availability online.
3 days later I got an email with a completely different date, I call support, spend an hour going through them to escalation and they supervisor confirms he is changing the date back to the one I needed.
A day after I got another email saying the instalation is even later than the original schedule.
They have zero control over installation as they use Bell resources.
Then I asked to cancel the services and get a refund as that was not acceptable. The refund comes by cheque in 6 weeks! Even though they charged my credit card immediately and could refund there....