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ISN Customer Frequently Asked Questions

When will I begin to contact EastLink regarding my service?
If you have received your first EastLink bill, you may call the local number at 367-2800. For Business inquiries call 367-5000. If you have technical inquiries for Dial-Up services call 892-4476.

Will I notice any changes?
Yes. There will be changes in many areas. These changes are necessary so EastLink can expand the range of products and services that we are able to offer you.

What types of changes will I see on my bill?

  • New Bill Statements
  • New account number
    • If you currently subscribe to EastLink services in addition to your new EastLink Internet service, your account number will remain the same. Your new EastLink Internet service will be added to your account. Pre-authorized chequing (PAC) and Pre-authorized credit card (PACC) payments information will also remain the same for all of your EastLink services including Internet.
    • If this is your only service with EastLink, your former ISN account number has changed. When you receive your first EastLink statement, please refer to the upper right hand corner of your statement for your new EastLink account number.
    • Customers who subscribed to PAC/PACC with ISN please note that this service is no longer operational as of January 31, 2008. You will need to register with EastLink to activate PAC/PACC for your EastLink Internet account.
  • If you currently pay your bill through your financial institution via On-Line banking, you will need to update the "bill payment" section with your new EastLink account number.

What can I do to find out more?
Eastlink.ca is the best source for information. We will also be sending information to you that will give you the detailed information you need to know about your new EastLink Internet service.

If I end up with a billing problem or service problem, whom do I call?
Please call 367-5000 for Business inquiries or 367-2800 for Residential inquiries. If you have technical questions regarding Dial-Up, please call 892-4476.

I had Dial-Up Internet service. Why am I being transitioned to Basic Internet?
As of March 30, 2008, EastLink will not be providing Dial-Up Internet service within areas where EastLink Basic or High Speed Internet Services are available. Therefore all customers who currently reside within an EastLink service area and can receive EastLink Internet service are having the choice to move their service to a cable modem service or disconnect.

Will EastLink be offering a Dial-Up Internet product to new customers?
No, EastLink is only providing Dial-Up services to those customers who had Dial-Up with ISN and are not in an EastLink High Speed serving area.

If I subscribe to other EastLink services, does that mean I can now bundle my services?
Yes. If you can receive EastLink Basic or High Speed Extreme 15 then your services can be bundled in an EastLink Internet Bundle. You will enjoy additional savings, great value and access to download speeds up to 15Mbps.

Who will be sending me my monthly bill, and where do I pay it?
EastLink will be sending your monthly bill. You can pay your bill at most financial institutions, or please call 367-5000 for Business or 367-2800 for Residential to arrange pre-authorized checking or pre-authorized credit card payments.

Will you continue to support all the events and groups that ISN currently supports?
EastLink has played an important role in communities through its programming, sponsorships and other community activities. We have a strong presence on Prince Edward Island and through EastLink Television provide a strong community channel and excellent community programming.

Will my email address have to change?
EastLink will be converting all customer email addresses that have an existing ISN email address to new EastLink addresses over the next few months. This change is necessary to provide the full range of features and benefits provided with EastLink’s email service including expanded virus protection and spam filtering. If you have a Business vanity email (i.e. jsmith@abccompany.com) no changes are required.

Our Technical Support Representatives will be happy to assist you in setting up your new EastLink email address and updating your email client. Until December 31, 2008, you will continue to receive email at your current ISN address, however, any emails sent after that date to your old ISN email address will be returned to sender as undeliverable. We understand that changing your email address is inconvenient, however it is a necessary step in providing you with the reliability and performance that has made EastLink’s Internet service one of the best in North America.

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