Eastlink sees interruption in 1-800 service for some Island customers

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Officials at Eastlink say a recent interruption in the 1-800 service it provides for business customers in the Cavendish area was caused by a telephone routing issue.

The disruption was reported one day and resolved the following day, a spokeswoman for the company said.

Loss of that service, even for a short period of time, caused some headaches for tourist operators.

Linda Lowther, who operates Sundance Cottages, was one of several tourism operators in the Cavendish area left waiting longer than expected for an explanation from Eastlink as to why they lost their 1-800 service.

Lowther said the loss of that service could not have come at a worse time for people in the tourism sector.

“If it happened in November this would not be a big deal but from January on we get calls every day from people looking to book accommodations,” Lowther said.

She said the fact she did not get an explanation for the loss of service or an apology within a reasonable period of time bothers her.

That there was no notification of the problem also troubled her.

“We didn’t even know the service was out until a customer emailed us.”

Lowther said the customer wondered if she was still in business because they couldn’t access the 1-800 number.

Just how many operators lost their 1-800 service is not clear.

Lowther said at the time that in addition to her own operation she was aware of three others for sure who lost their 1-800 service, Fairways Cottages, Cavendish Bosom Buddies Cottages and Suites and Cavendish Maples.

Lowther sought an explanation, an apology and compensation for the temporary loss of service.

In an email received Monday Eastlink apologized for any inconvenience this disruption caused.

They declined to comment publicly on the issue of compensation.

“We work directly with our customers on matters such as this,” an Eastlink spokeswoman said.

Geographic location: Cavendish

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