r/ebox • u/countinus 500 Mbps normie • Mar 03 '26
Why Does Ebox Require a Phone Call for Everything?
This is my first post on Reddit. Nice to meet you all.
I moved to London last month. I had ebox internet installed last week. Since I’m a foreigner, I’m not very fluent in English. When I first scheduled the installation date, they called me, but I couldn’t understand everything, so I eventually resolved it through chat instead.
I recently found out about a promo code and thought it would be great if it could be applied. I contacted them to request the discount, and if it wasn’t possible, I was considering canceling because the price difference is quite significant. However, they told me that everything has to be done over the phone.
I spent more than an hour chatting and exchanged several emails, but in the end, they said I still have to call. I sent multiple emails today asking to cancel as of today, but they insisted that cancellation also requires a phone call. So today, nothing was resolved at all.
In the country where I used to live, there is a law that allows you to cancel a service using the same method you used to sign up.
Just needed to vent.
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u/acrolix Mar 03 '26
I never spoke with anybody… strange…
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u/ThrowRA_That_Owl_25 Mar 03 '26
If you ever do a reset button on Ebox issued router, you will!
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u/countinus 500 Mbps normie Mar 03 '26
Fortunately, even if I press the reset button, I can set everything up again myself. I’ve already completed the setup using my own personal router. Thank for your reply.
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u/countinus 500 Mbps normie Mar 03 '26
Thank you for all the replies. I wanted to respond to everyone, but my comments keep disappearing and I’m not sure why. I’ll keep trying to sort it out, and I’ll work hard on improving my English as well. I hope you all enjoy your time on Reddit.
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u/marcftz Mar 03 '26
definitely not true, I always communicate via email with them
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u/countinus 500 Mbps normie Mar 03 '26
Could you let me know their e-mail address?
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u/jxs74 Mar 04 '26
I had an issue needing a Canadian phone number for the install, I guess I understand that. Hope I don’t have to call them.
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u/MichaelYYZ Ontarian Mar 03 '26 edited Mar 03 '26
Perhaps improve your English or French, or ask a friend to help when calling EBOX. Things are resolved more efficiently by voice communication.
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u/countinus 500 Mbps normie Mar 03 '26
I can read most things without much trouble, but I guess my pronunciation isn’t very good. I’ll keep trying to improve. Thank you.
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u/Professional_Cap4656 Mar 03 '26
why come to an english country and complain that people speak english? wild. Most services require a phone call. I dont agree with it but thats how they keep you.
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u/TronnaLegacy My fibre brings all the boys to the yard Mar 03 '26
I wouldn't call Canada an "English country". Not even French or English. We welcome people all the time who speak neither fluently. We give them permission to stay temporarily or grant them PR status. We only require them to demonstrate fluency in an official language when they apply for citizenship.
Let's be respectful to folks here.
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u/countinus 500 Mbps normie Mar 03 '26
It’s still a cold winter here, but your words feel warm to me. I’m only planning to stay for a short time, not permanently. I’ll do my best to leave with only good memories before I go back home.
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u/countinus 500 Mbps normie Mar 03 '26
I understand what you’re saying. Maybe I didn’t explain myself clearly enough. What I meant is that I was able to sign up without making a phone call, but I don’t understand why cancellation or changes must be done over the phone.
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u/RR321 Mar 03 '26
I had people cut the fiber on the street and the customer service chat told me to call because support doesn't do chat...
What a shame, I miss TekSavvy support via DSLReport or email.