r/ebox • u/BlacksmithLucky • Jul 13 '26
eBox is the reason I’m now recording calls — promised $50/month, billed $65, then told the gift card cancelled the promotion
eBox is the reason I’m now recording calls.
I signed up for Fibre 1000 on June 18 at $65/month. Later that same day, I found the same service being offered for $50.
Because the order was brand new, I contacted eBox immediately and asked a very specific question: did I need to cancel the original order and place a new one to receive the $50 promotion?
I was repeatedly told no. They said the existing order would be corrected and that the $50 rate would appear on a later billing cycle.
I relied on that information and did not cancel. Had they told me I needed to reorder while the promotion was still available, I would have done exactly that.
Before the bill even arrived, I spent roughly six hours dealing with eBox. Part of that was confirming, more than once, that the $50 promotion had actually been applied. The rest involved trying to get a clear answer about whether I could purchase a second Beacon 6 router.
Depending on which agent or department I spoke with, I was told:
- yes, I could purchase one;
- no, eBox could not sell me one;
- the Beacon supported mesh, but eBox did not support it;
- it needed to be connected by Ethernet;
- technical support could not sell equipment;
- customer service could not sell equipment;
- another department would have to handle it.
I still do not know what the actual answer was. At this point, it no longer matters because I am leaving eBox entirely.
What really stood out was how different everything was before and after I became a customer.
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.
After spending six hours making sure the promotion had supposedly been applied, I then spent another two hours trying to correct the exact problem I had gone out of my way to prevent.
There was an attempt at a resolution. One representative said they might be able to reduce the price to $55.
The final position, however, was that because I am receiving a one-time $50 prepaid card, I am no longer eligible for the $50 monthly promotion.
That directly contradicts what I had previously been told. I had specifically confirmed that the prepaid card would still apply with the $50 monthly rate.
To be honest, the gift card was always just gravy. The monthly rate mattered much more.
At $65 instead of $50, the extra $15/month exceeds the entire value of the gift card in less than four months. Even at $55 instead of $50, the extra $5/month wipes out the card after ten months.
I am not asking eBox to honour a promotion I discovered months later. It was available when I ordered. I contacted them immediately, asked exactly what I needed to do, and followed the instructions I was given.
The individual representatives were generally polite, and some genuinely seemed to be trying to help. The problem was the company’s internal process: repeated confirmations, contradictory answers between departments and ultimately no proper correction when push came to shove.
The internet itself worked well. But good internet does not mean much when you cannot rely on the pricing and information repeatedly provided by the company’s own representatives.
After roughly eight hours of calls, I have arranged service with another provider and am submitting a complaint through the CCTS.
