Canadian ISP internet service provider locator logo                Comments for Distributel

Date Rating Location Comment ISP Response/Comment

Tue, July 22, 2014

1 Ottawa,
ON
I had a minor billing issue with Distributel that they took care of promptly, professionally and, to my pleasant surprise, more to my benefit than I expected. *Very* pleased with the years of service from Distributel!

Sat, July 19, 2014

-1 Richmond Hill,
ON
Horrible and unreliable. My internet speed is now less than 2 Mbps http://www.speedtest.net/result/3635475401.png (17 Mbps last week http://www.speedtest.net/result/3625254456.png). Along with extremely low speed during 6-8, I would highly recommend looking for another company to get your internet

Fri, July 18, 2014

-1
ON
Writing this as I use my mobile internet since my distribute connection is currently down as it always does.

THE WORST COMPANY I HAVE EVER DEALT WITH.

DO NOT SIGN UP WITH THIS COMPANY

The savings are NOT worth the terrible customer service, connection and overall company value.

Turn away from this company.

Thu, July 17, 2014

-1 Ottawa,
ON
Avoid like the plague.
It's no coincidence or is it that its just a collection of angry rants you see here.
Distributel doesn't know how to properly take care of its customers or even its own internet.
You'll have to wait +20 minutes minimum up to over 2hrs regardless of which time or day you decide to call for any sort of customer service.

I've had to wait an hour just to talk to the rep to sign with them, which should've been an immediate red flag.

As for the internet itself, its cheap for a reason. I have tried 4 different wireless routers, newly bought and they all randomly fail to give signal and require resets. Their connections goes down once a week for 2-5 hours and I'm using my mobile hotspot as I write this cause their internet is down.

They're merely distributors of Rogers, and they have practically no power in helping you troubleshoot your problems regarding connections through the phone. Their technical help line is less than incompetent and are just 3rd rate tools who don't know the proper etiquette to serving customers and much less in their knowledge in the field.

Take your money and run before you end up like me.

Wed, July 09, 2014

-1 Brampton, Ontario,
ON
STAY AWAY FROM DISTRIBUTEL. It is one of the worst companies to deal with. Customer service would lie plain in your face just to get you off their back. Refund promised but not processed. Please send me your account info (name, phone number & password) and I will make sure the credit you were promised is applied to your account with no further delay. In the meantime, please accept our apologies.

Linda
Community Manager

Tue, July 08, 2014

0 Fort Erie,
ON
A follow up to our Negative experience with Distributel. After a completely unsuccessful day filled with frustration there's finally resolution.

Moral? Stick with it? Keep calling until you get somebody with proper understanding and attitude? Not every operator/CSR has the power to make necessary corrections? We're not sure, but still am amazed how many employees would sooner loose us as a customer than assure that we are properly helped. And any company that has huge wait times followed by disappointment which leads to transfer into further wait times really needs to examine hiring and basic customer service practices.

Meanwhile we're customers for another couple months.

Tue, July 08, 2014

0
ON
Lets be honest, we are all going to have some problems with our ISP given the fact that its Canada and the infrastructure it takes to provide internet service is very expensive. However, this company is an exception. To put it simply this is the worst company I have dealt with in my entire life.

Nothing but complaints

Seriously ridiculous waiting times, 2+ hours MINIMUM. I thought Rogers was bad.. You are better off sending an email, which will probably be faster than calling them. Its sad when the reps themselves advice you to call back during the weekend since it's less busy and HANGS UP on you. If you are trying to change anything about your account, good luck, cause that's another 2 hours.

Unstable speed and connection. Speed is NEVER consistent, you will get slower speed than dial up. If youre lucky, you will get maybe max 70% of the advertised speed at any given time of the day. Do you want to use internet during peak hours? Good luck. Cause the speed will be slower than dial up and without a doubt drop every 30 minutes.


AVOID AT ALL COSTS. Stay with Bell or Rogers.

Seriously if you think you are smart saving few bucks, think again.

Mon, July 07, 2014

-1 Fort Erie,
ON
Not even sure where to start. Insane wait times? Check. Customer service reps who sound frazzled and beat? Check. A week without service because of a mistake on their end? Check.

Been an uphill battle with these guys since we tried them in March. Suffered through unprofessional waits and poor customer service and finally received acceptable service a couple months in. And to give Distributel some credit when one FINALLY gets through to some high level techs or customer service they tend to take care of you. Maybe wave a little bit of the price, maybe help get something a little faster. But the concessions don't match the amount of time you put into the problems -- hours and hours of hold times to get resolution.

Distributel promises speeds which they cannot provide and blame Bell for in-house problems. We spent a week in the Spring replacing phone line only to learn later that Distributel had us assigned to a faulty IP address.

And just when we though maybe we could live with the service and the price was worth it -- another customer service nightmare. While waiting for customer service to return our calls concerning discounts for our patience our service is interrupted. Called about service interruption, on hold for over an hour and a half. Told there's a five day wait to get reconnected. Really? I can't express how disappointed I am in Distributel.

Over an hour and a half invested today alone and no answers. I want to settle this account and carry on with the service but cannot talk to anybody in a reasonable amount of time. Actually told by a gal who answered the phone to wait until a less busy day.

Such an incredibly frustrating company when I'm just trying not to support the monopoly of Bell. Thankfully there's new ISP's out there even for rural Canada. I certainly recommend you seriously consider any other service besides Distributel. The complete incompetency of low level tech service, enormous wait times, and clear lack of customer service is not worth the savings.

Sun, July 06, 2014

-1 Toronto
Had Distributel for over a year and nothing but complains. Speed is always less than half of advertised. Obviously, I expected slower speed than advertised, but having less than half of advertised speed is just sad (and never consistent speed).

Terrible customer service, over 2 hours of hold, tech support will only knows how to do one thing: hard reset (something anyone with a brain knows). Either problem is not fixed or they will push a technician to come in, which takes around 2 weeks..

ALWAYS DROPPING, when its peak time around 12 - 4 pm my service will, with no doubt, cut off at least five times an hour. Speed will be around 1Mb/s download and 100Kb/s upload. I have the most expensive package. Advertised at 6Mb/s 800Kb/s.

The worst ISP company I had to deal with. Switching over to ANY other company as soon as September offer rolls around.

AVOID THIS COMPANY.
If you would like me to look into this, please send me your account info at linda@distributel. ca

I will be more than happy to look into it for you.

Fri, July 04, 2014

-1 Napanee,
ON
I wrote back in May about the terrible service I was having with Distributel. I contacted Linda, the Community Manager, and there was a flurry of activity, but by the end of the day, my phone did not work, and I would receive most of my emails. As posted before, you call Tech support, get a level 1 after 20 minutes or more. They cannot figure the problem out. Transfer you to Level 2. Wait time about an hour. 50% of the time before the hour is up, phone line goes dead, so you start all over again. Eventually, you get a level 2 tech, who can not figure it out, and tells you it will go to level 3 tech, and they will call you 24 to 48 hours. If you do not hear within 48 hours, repeat the process. Heard from level 3 twice. Usually never. Distributel only knowledge of how to fix things is to unplug their equipment. The Leafs have a better chance of winning the Stanley Cup, than Distributel fixing your problem. Anything more complicated, they cannot fix. Their playbook is for email: It is the other ISP, not us.
Playbook for phone: It's your computer, kids on Netflix, someone using the internet.
Distributel use to be a great company, as I have been with them for over 20 years. I finally gave up, as they have become in the last couple of years a horrible company. I have switched ISP's to another one, same service, VOIP with Internet, and now my phone works, and I get 100% of my email.
I will join with the other people, who say "Stay away from Distributel" "Stay away from Distributel".
There isn't much to say when facing a done deal except that I truly am sorry that my assistance didn't help you resolve your issues in a satisfactory manner. Losing a 20 years customer does not make my day and I wish I could have done more. Good luck with your new provider, but please keep us in mind. We are undergoing a complete overhaul and are confident that soon, the customer service that we based our reputation on will once again be reborn.

Linda
Community Manager

Mon, June 30, 2014

-1 Mississauga,
ON
I called in to inquire about cancellations and they transferred me over to 3Web. After being transferred and disconnected 3 times, I finally got through. Only to find out my account was transferred back to Distributel and well.. back on hold I go. 40 mins later, my cell phone battery died and I still couldn't get through.
When did you call? 3Web no longer exists. Distributel acquired them a few years ago. Therefore, we would not be transferring a call to them as we can manage internally. If you are still having issues or have additional questions, please don’t hesitate to send me an email. I will be more than happy to assist you.

Linda
Community Manager

Fri, June 27, 2014

1 Ottawa,
ON
Distributel rocks!! been with them for 7 years and no issues, these guys are a wholesale ISP people so dont forget that, they can't set you up next day, that's obvious, sometimes you wait on hold for a few minutes, thats life, deal with it, try calling your bank, your credit card, your cell phone provider, I bet you wait on hold. Service has no CAP and I have 0 issues what so ever, no company is perfect. I would recommend Distributel service without a doubt. Thank you for taking the time to share your comments and postive experience. It is truly appreciated. Thank you for choosing Distributel!

Linda
Community Manager

Mon, June 16, 2014

-1 Niagara on the lake,
ON
My speed is less than half of that was advertise, as well it takes hours to get a customer service representative and when you do get one your told that you will have to be talk to a supervisor and your then send back in to queue for hours. It took me 3 days to actually get someone who help me. I try to make early payment I was told that I cannot do that. Since when does a company don't want early payments?????? I'm sorry to read about your less than stellar experience, but I am a bit confused as to why you would request to speak with Customer Care or a Supervisor. If you have speed issues, the first thing you should do is contact tech support so then can troubleshoot your service. Sometimes it takes very little to fix this kind of problems.

As for the payment issue, with Distributel there is only one payment option and it is automatic withdrawal and the date is the same for all of our customers.

If you require assistance in any way, please don't hesitate to contact me. I will be happy to assist you.

Linda
Community Manager

Fri, June 13, 2014

-1 Ottawa
NIGHTMARE. Avoid Distributel at all costs. FTTN Internet service advertised @ 10 mbps. At best (and not often) it will work at 3-4 mbps, most of the time it's around 1-2.5 w/ constant disconnections.

Calling customer service? Best case scenario is a 20 minute wait, I waited up to 40 minutes. I had incorrect expectations set with both my initial connection appointment and on my attempt to migrate to the cable internet product. They sent the cable modem to the wrong address, told me I needed to go to Canada Post to pick it up to avoid an additional fee (40 minute drive, both ways), Canada Post refusing me the package as I had no ID with that address on it (despite Distributel assuring me this wouldn't happen).

Terrible experience all around. And I see Distributel will respond to these posts - don't bother, you had your chance and blew it horribly. You'll never get another dime from me and I'm telling anyone and everyone about your awful service.

Thu, June 12, 2014

1 Edmonton,
AB
I have been with distributed for about 6 months so I'm not working with a massive frame of reference but so far my experience with them has been far above average. I had to wait a few weeks to get the service setup but since that time my service has been exceptional. Every phone call I have made to them has been answered within 5 minutes by an associate that is both friendly and knowledgeable. I had some payment issues and they were extremely helpful in allowing me the time needed to get caught up. I have only had 1 service outage and it was resolved within 24 hours. I cannot state enough how satisfied I am with Distributel. Great customer service and my 25 mbps internet speed has been incredibly fast and reliable for the entire time I have been a customer. I would recommend them to anyone. Thank you for taking the time to give us such a great review. We are always happy to hear from our customers, especially when their level of satisfaction is high. Your feedback is truly appreciated. With that being said, if you ever need any assistance, please don't hesistate to contact us.

Linda@distributel.ca
Community Manager

Tue, June 10, 2014

-1 Toronto,
ON
My host family is using this ISP and it keeps DC every 2 hours(last for a few seconds). I have no idea whats the problem is.
I already check the router and my PC. I am sure they are in good condition.
Thank you for reaching out. Unfortunately, it is virtually impossible to identify a problem without troubleshooting it first. Have you or your host family contacted tech support? I'm sure they would figure it out for you.

Wed, June 04, 2014

-1 Toronto,
ON
I have been a customer of 3web for at least 10 years now and didn't have any issues. Recently, I found that 3web does not exist anymore and now they seem to be part of Distributel. Neither of them bother to send me any notification regarding this change. In addition, I found out that my account has been cancelled without any reason and/or notification either. If that was a surprise, they even went further by charging my cancelled account with some penalty fees one month later without any notification and/or my permission as well.

When I tried to contact them about this issue several times, I had been told that I am no longer their customer. In addition, I never got a straight answer about my issue and worse than that I got completely conflicting answers from their different representatives that if I am lucky enough after waiting for several hours each time. I have suspicion they are just trying to get rid of unwanted customers that were with 3web any way they could.
If you are looking for a straight answer I will be happy to provide you with one. Please send your account info to linda@distributel.ca along with a copy of your comment and I will look into it for you.

Linda
Community Manager

Wed, May 28, 2014

-1 Sainte-Catherine,
QC
C'est le pire service à la clientèle qui existe. Après 2 tentatives d'installation non respectées, je téléphone au service à la clientèle en furie pour leur indiquer le pauvre service reçu, j'envoi même un courriel à cette dame Linda qui me promet qu'un surperviseur devrait me contacter sous peu. Après avoir enfin eu le service (après que le technicien refuse de m'aider avec le routeur). Le superviseur me contacte m'offre un crédit d'un mois sur ma facture sur une période de 9 mois et me crédite pour les jours ou je n'ai pas eu le service ( la moindre des choses) A ma grande surprise aujourd'hui je reçois un courriel pour m'aviser qu'il m'ont envoyé un colis par la poste par Canada Poste. J'ai déja leur modem et je suis déja une cliente! Lorsque je contacte le service à la clientèle par 3 reprises on me transfert a 3 endroit différente ou j'attends plus de 20 minutes à chaque fois sans réponse. Si ils n'ont pas suffisament d'employés pour répondre aux lignes, mettez plus de gens sur le service par clavardage. Ne vous abonnez pas à cette compagnie, moi je le regrette amérement. Pour votre info, le courriel faisant référence à un équipement envoyé par Poste Canada est une erreur de système. Le programme a repris un courriel qui vous a été adressé par le passé et l'a généré une deuxième fois. Nous nous excusons des inconvénients que cela a pu vous causer.

Sat, May 24, 2014

-1 Pembroke,
ON
ABSOLUTELEY HORRIBLE. This ISP has gone totally ou the window over the last year or two. CONSTANT disconnections, slowdowns, EXTREMELY long waits the when on their the phone wth them. I can't even by get though to them to cancel my account. Next courses of action: Pay my bank' s "stop payyment" fee and file a Better Business Bureau complaint. If you still need assistance with your account, please don't hesitate to send me an email. I'll be more than happy to assist you.

Linda
Community Manager
linda@distributel.ca

Fri, May 23, 2014

-1 Guelph,
ON
Worst experience of my life. Switched from 3Web who was good. Spent more than 8 hours on the phone for a service that never worked correctly. compensation a joke. Cancelled service and made sure nothing else was owing and then got a bill 45 days after the last day of service saying they are billing my credit card $113 for the 'free' VOIP adapter.

I never got a straight answer about anything and worse than that I got completely conflicting answers depending o the tech support person I got after waiting more 2-3 hours each time.

Sun, May 18, 2014

-1 Ste-Mélanie,
QC
Question de faire suite à mon dernier commentaire.

Suite aux problèmes multiples et les heures en attentes, on m'a promis un crédits sur ma prochaine facture.

Devinez quoi! RIEN, NOTHING, NADA, NIET, AUCUN CRÉDITS, le même paiement a été prélevé sur mon compte.

Quand un ISP, en l’occurrence Distributel, se fait l'émule de BELL alors il est temps de changer de fournisseur.
Il est possible que le crédit soit à votre dossier mais n'ait pas encore été appliqué pour des raisons de délai de facturation. Donc, il est fort probable que le crédit soit appliqué sur la prochaine facture. Si vous le souhaitez, vous pouvez me faire parvenir les informations de votre compte par courriel à linda@distributel.ca et il me fera plaisir de faire un suivi pour vous.

Linda
Gestionnaire de communauté

Fri, May 16, 2014

-1 Montreal,
QC
I am a customer since 2 years, i moved to another app and kept distributel since i got a very good service in the past, but i will let you know something, IT IS RIDICULOUS to wait 1:20hr an they hang up on you. Everythime i call i have to wait aroun 30 to 45 minutes, what kind of service is this???? after 10 days of service my internet goes from 25mb to 1mb for no reason for a week an then they cut my service for no logic reason and a mistake from them , after 10 opening days i still have no internet and they schedule a technician to my house from 8 am to 1 pm , technician never show up, i called they told me the tech will be at my home from 1pm to 5 pm and guess what never showed up. call support and the girl was sleeping and tells me nooo sir you are scheduled for saturday. They take us like fools, i lost one day of pay at work for nothing??? WHAT KIND OF SERVICE IS THIS????? I am sincerely sorry for all the inconveniences you have been through. If you would like me to assist you in any way, please send your account info with a mention of this post to linda@distributel.ca and I will do everything I can to settle this once and for all.

Linda
Community Manager

Tue, May 13, 2014

-1 Montreal,
QC
Our service was installed 5 days ago. I had to call for technical support before the install tech left our house because his tools registered a strong signal but we were unable to access the internet. Everyday since we have had connection issues and I have been on the phone three or four times for an average of an hour per call over that period. This evening I called and was on the phone for 3 hours at which point the representative hung up on me. The problems we are experiencing still have not been resolved. Please let me help you. Send your account info at linda@distributel.ca and I will make sure your problems are solved efficiently.

Wed, May 07, 2014

-1 Napanee,
ON
I have been with Distributel for over the last 20 years, service was excellent. Last 2 years have been horrible. I have VOIP + internet. If I need to use the phone, I have to disconnect the internet, as I cannot hear the caller. I have called tech support. Generally on hold for about 15 min. before you get level one tech. They can't solve the problem, so you are put on hold for an hour before you get level 2 tech. 50% of the time, you get disconnected from Distributel, and you have to repeat the whole process. Level 2 can't fix, so they send to level 3, promise you will be contacted in 24 hours. Naturally, you never get called, so you go through the whole process again. To be fair though, I did receive one call once from level 3, so they must exist. It has been over 6 months that this has being going on, and I still have to disconnect internet to use the phone.
We also do not receive some emails from certain people/business. Distributel's response is it is the other person's ISP, or their computer. It took many months of Distributel blaming my company's ISP, as I was unable to contact my wifes Distributel email account. After 6 or more months, they finally fixed it. I received an email that said it was fixed, an hour later I received another email from tech support saying it was my ISP, and to contact them.... First email was correct, they had fixed it.
I switched from Bell to Distributel, because of the horrible service and the incredible service from Distributel. Right now, I would not recomment Distributel to anyone, and currently looking for another ISP that acctually provides customer service.
Further to some investigation done on our side regarding your issues, it appears that a level 3 technician left you a voicemail as well as an email in order to provide a solution to your problem. If you require any further assistance, please don't hesitate to contact me again.

Linda
Community Manager

Mon, May 05, 2014

1 Etobicoke,
ON
Had Distributel Cable service for about 2 years now. Generally, good service. We had minor billing issues, contacted customer service - and they were resolved in timely manner. Thank you for taking the time to share your positive experience and thank you for choosing Distributel.

Linda
Community Manager

Mon, April 28, 2014

Comment St-Lazare,
QC
Sir,
I called to have your service installed in our home, 25 /04/14 I was left on hold for about 1/2 hour ... At this point i was a little turned off with the service But I got a very pleasant sales rep on the line and all went well..I agreed to take the service as it was..Today our phone rings at 11:47 am. rang twice and someone hung up ..I immediately redialed the number 1-613-237-7276 Tried twice during the day..So I thought the call would be returned later,NOTHING..
At about 3:00 pm. I called to see if all was ok with my order ... I was put on hold for over 1/2 hour... I find this way too long for a new CLIENT to be on hold..I was then informed no one called from Distributel ...I then DEMANDED to cancel the order..I was passed to a supervisor Vanna to process the cancellation..After a discussion, a 3 minute hold on line. I was informed the cancellation would be processed but there would be a $10 fee...AFTER DEMANDING it also be returned,again on hold..I was informed it would be returned also..
I do not believe, I as a new client, should be placed on HOLD for 1/2 hour..It leaves a idea of whats to come,Service? Aid ? Would someone advise the powers to be of this <3 AND <3 please advise ..

Sorry, you just lost a new long term client..
Respectfully Frank Taylor
Dear Mr. Taylor,

I believe this has been handled via private mail already. Thank you

Tue, April 22, 2014

-1 Joliette,
QC
Le pire service possible sur terre! SAUVEZ_VOUS en courant au lieu de vous abonner à DISTRIBUTEL. Pas des minutes à attendre en ligne, DES HEURES! Ca fait deux modem-telephone de suite qui brisent et chaque fois Il le poste par la poste régulière. Donc pas de téléphone pendant des jours!!!

Vous-êtes prévenue NE VOUS ABONNÉS PAS CHEZ DISTRIBUTEL!!!
Je suis sincèrement désolé des inconvénients que vous avez rencontré. Si je peux vous assister de quelque façon que ce soit, n'hésitez pas à me contacter en me fournissant les coordonnées me permettant d'accéder à votre compte.

Linda
Gestionnaire de communauté
linda@distributel.ca

Mon, March 31, 2014

-1
The setup was a nightmare, because of a faulty power adapter for my router. My phone service suddenly started to drop calls regularly. I wrote to customer support on their site and only got the automated response. Several replies to that email went unanswered. Terrible service, terrible support, terrible experience. I am sorry to hear about your experience. Unfortunately,when it comes to technical support, our priority is customers on the phone. Therefore, you should always try to contact them by phone first. Email contact is mostly for follow-ups. However, I have sent your comments to our technical supervisors to insure that the internal process is looked into.

If you are still having issues, please send me your account info at linda@distributel.ca and I will do the best I can to assist you.

Mon, March 31, 2014

-1 ottawa,
ON
Wost service ever!! Forever going down and customer service is a nightmare. On hold for hours at a time if I'm lucky I will actually have a chance to speak to someone. Problem is never really resolved. They will send a tecnision from Rogers but they don't seem to ever know what the problem is. Even suggested to upgrade my modem which I did and still have problems with their service. Do not recommend this service to anyone...pay the extra money and go with a more reliable company like Bell that's where I'll be going. I apologize for the inconveniences you have encountered. If you still require assistance, please send me an email and I will do the best I can to help you out.

Linda
Community Manager
linda@distributel.ca

Tue, March 25, 2014

-1 Ottawa,
ON
horrible service, and incompetent senior agents.

I left Distributel a while back because the service was becoming intermittent. after I had an even worse experience with tekksavy, I came back to distributel. boy, was that ever a mistake. from day 1, I have had my connection drop for seemingly no reason. I call them twice a week currently, and have had many rogers techs show up to "repair" the problem.

after having a few days without net, I ended up calling customer care and requested to speak to a senior agent (this was yesturday). they transferred me to that department, and I proceeded to wait on hold for 2 hours. TWO HOURS! The department actually closed during the period I was on hold. I called back and complained and was told a senior agent would call me back today. this never happened, so I called back and got transferred to that department. after hold times of 25-30 minutes, I managed to get one on the line. this lady was supremely incompetent, and I had to repeatedly explain the situation. she questioned everything I said, and made it feel like she thought I was a liar. I don't understand how someone like this could ever work in customer service, let alone be a damn senior agent! it was clear that she skimmed through my file, as she mentioned stuff a rogers tech told me was going on and passed it off as my words. So here I am, with intermittent as hell internet, rogers technicians coming in weekly with nothing being done about the problem, and incompetent customer care staff. don't get me wrong, the technical support staff are great, and very understanding. the customer care staff seem to be complete morons though. Avoid at all costs. apparently you simply cannot get decent net access in this country.

IF YOU HAVE PROBLEMS WITH DISTRIBUTEL, THIS SITE MAY NOT BE ABLE TO HELP YOU ALL THAT MUCH. DISTRIBUTEL IS AN ACCREDDITED BETTER BUSINESS BUREAU COMPANY. YOU WILL GET BETTER RESULTS IF YOU FILE YOUR COMPLAINTS WITH THEM! I AM CONSIDERING COMPLAINING THERE AS WELL. FOR OTTAWA, THE LINK IS AS FOLLOWS. THEY HAVE A PAGE FOR EACH CITY THEY SERVICE
bbb(dot)org/ottawa/business-reviews/telephone-service-long-distance/distributel-communications-limited-in-ottawa-on-874
Reading your comments, I can certainly understand your frustration. If there is any way I can assist you, please send an email to linda@distributel.ca with your account info and a reference to this post and I will be more than happy to do anything and everything I can to solve your issues.

Linda
Community Manager

Thu, March 20, 2014

-1 Toronto,
ON
I was having shoddy connectivity with Distributel as of late. Even had a Rogers technician come to my home to have modem signals set to "rogers specifications". However, this helped temporarily as I was still experiencing disconnections with Rogers/Distributel. I was fed up and called to cancel. What was most surprising was Distributel's lack of concern and retention. I suppose with competition running rampant, the need for retention tactics are unnecessary... I would NOT recommend this company on that tenet alone - AWFUL service and a divorced employee base. Typical corporate mentality too - worst possible service, highest possible cost. I am truly sorry you feel that way. In the meantime, please note that your comments have been forwarded to higher management. As mentioned previously, we are striving to improve the quality of our service and your comments, good or bad will assist us in doing so.

Sun, March 09, 2014

-1
ON
My experience with Distributel has been extremely poor to say the least. Simply avoid this company. Just problem after problem after lie after lie and still my Internet isn't working as it should. It started out as a problem back in September or even before where the Internet speeds greatly suffered and ping went through the roof during the hours of 8pm to 11pm. I'd called in countless times to get the issue resolved, and waited on the phone well over an hour each and every time. Eventually they put a firmware update on my DSL modem to "fix" the issue. But what the tech guy failed to realize is that the update was for FTTN only and so the update only made the Internet suffer throughout the day. So we called in again and were told that since it was their mistake they'd call back and arrange to have a new modem sent free of charge even though it was out of warranty. So we get a call from the highest level tech people and they got all the info together for the modem exchange and said it would arrive in a few days. We wait a week and it still hasn't arrived. So we contact them and they say there weren't grounds to replace the modem. So it's just lies and inconsistencies all over the place. They told me my one and a half year old modem was on its last legs! And they were completely unwilling to go through with their word or help me in the slightest. Somehow the top level tech agents still don't have power over the so-called "customer service" agents who denied the exchange without telling us after two tech agents told us it was being sent. If we have to buy or rent another modem, we'd do better to cancel the service. That's what they don't realize. Making us pay for the modem gives us no reason to stay with them. It would be better to spend the money on the activation fee of another company with some decent customer support that doesn't lie to you, blame you and make you pay for their mistakes and modems that don't bite the dust after only a year and a bit (I know several people whose Bell modems have lasted 10+ years without issue).

Customer service a nightmare, tech support barely know what they're doing. And judging by this page I'm not alone or an isolated case. Avoid this company at all cost.
Thank you for taking the time to provide us with your feedback. We are striving to improve the quality of our service every day and this type of information helps us fix the inconsistencies. To that effect, if you would be so kind as to send me your account info by email (at linda@distributel.ca) I will be more than happy to investigate in order to determine why we weren’t able to assist you the way you deserve to be. Until then, please accept our most sincere apologies. It is never our intention neither to leave our customers without proper services nor to avoid giving them the service they deserve and pay for.

Linda
Community Manager

Tue, March 04, 2014

-1 london,
ON
this i my experience with this company. unbelievable. i call to get hooked up, i give them my banking information over the phone. they connect me after i make first payment. i wait for forms to come in the mail to give them permission to take funds from my account. no papers show up. i call to have papers resent. the man says they will disconnect by the time papers arrive and ill have to repay. i offer to pay directly at the bank so they have funds immediately and that will give time for papers to arrive. he says no i can not do that. i need to get email form sent to me, then fax it back filled out that day. by this time im pissed because i am a busy man and dont have time to run all over the city when i can just hop on internet banking and pay the bill. so i said just disconnect it if i not allowed pay at the bank. they came and chopped up all the lines outside my home. which is fine.the new company replaced them. anyways i go to the bank a few days after that and have a bunch of 42 dollar nsf charges because distributel went in to my account unothorised for amounts over the 100 dollar mark.and funds werent there as i only keep bill money in that account. THAT IS ILLEGAL!!! i put a stop payment on them and now im getting bills in the mail that im going in to collections. go for it! and you will end up in court!!! I am very confused and appalled by your situation and I can also understand your frustration. I really can. If you could please send me your account info at linda@distributel.ca I will make sure your situation is investigated thoroughly and handled as it should. Until then, please accept my sincere apologies.

Linda
Community Manager

Mon, February 17, 2014

1 Niagara Falls Ontario,
ON
i was a little nervous switching ISP's but with Distributel it was very easy. My main reason for switching wasn't price but to be able to have unlimited usage and not have to worry about overages with the current ISP i had. The modem was sent to me and on my activation date i hooked it up and it was running within 5 mins. Everything is working great and speeds are as promised. i would recommend this provider to anyone looking to get unlimited usage and to save money from there current providers overages. The only thing that can improve is the wait time for technical support. However i only had to call to inquire about resetting the password to my webmail but couldn't hold and will have to try calling another day. Thank you for taking the time to provide us with positive comments. For your information, we are currently working on a new call center process and very soon, you will be a great improvement to the wait time. Until next time. Have a great day and thank you for choosing Distributel.

Wed, February 05, 2014

-1 Ottawa,
ON
Avoid them. I paid a connection fee and for the first month of internet. They disconnected my service before it even began, blamed me, and asked me to pay for a second connection fee. They have taken my money and I have been without internet now for 2-weeks. Their customer service is a nightmare. They spend their entire time trying to blame me for their obvious mistakes.
A simple, we have made a mistake would have gone a long way.
Nobody's life is worth the hassle of dealing with them.
So sad. We need ISP competition in Canada.
Thank you for bringing this to our attention. I don't know exactly what happened with your account but I can assure you that our people are trained to be polite, attentive and helpful. If it wasn't the case, I sincerely apologize. It is never our intention to leave our customers without proper service, nor is it our approach to be rude and/or 'blame' our customers for any type of situation. If it's ok with you, I would appreciate you sending me a short email referring to this post and with your account details so I can access the account, investigate and provide proper coaching to the agent(s) that handled your calls. You can reach me at linda@distributel.ca

Thank you

Fri, January 24, 2014

-1 Richmond,
BC
Distributel's service has completely gone down hill since I first joined. They were fine when I first joined as long as I didn't have a lot of support issues. Their support staff seemed nice enough. I've run into a few problems since then.

If I sent an email through their support system NO ONE will get back to me. I've done this about 4 times now and have never recieved a response. Yes I've checked my spam filter. The issue I was emailing about was that my download speed was at around 6mbps when I'm paying for 25mbps and I wanted to know why.

A week ago my service went out. It took me about an hour to get in touch with a support person and the person I talked to seemed like I was bothering him, taking up his time. My service came back after 5 days when the shaw tech came to repair the cable. I had to call distributel to reactivate the service and again it seemed like I was bothering the guy.

And finally this is the last straw which made me decide to cancel my service. I was using a video streaming service and noticed that the stream would constantly lag and skip recently. Ran a speed test and everything seemed fine, 24mbps down 3mbps up. I then decided to try connecting to my works VPN service. I try the streaming service again. NO. FREAKING. LAG. So does that mean that distributel is slowing their connection down for streaming sites? Are you kidding me? That is completely unacceptable. I have noticed lately that the games I have been playing lately are lagging a lot yet I have 22mbps from a speedtest. I’ll have to test out the VPN for that as well. It makes me sick to think that distributel would hide that from their customers. It might just be that their service is slow all together but they’re allowing faster speeds for speedtest.net I don’t know. Either way their service sucks.
Thank you for taking the time to share your comments. First off, please accept our most sincere apologies if our agents made you feel like you were bothering them. That kind of attitude is absolutely unacceptable and inexcusable. To that effect, if you could perhaps send me an email to linda@distributel.ca with your account info, I will personally make sure that the resources in question are given the proper feedback and training to insure this kind of attitude is kept in check. As for the wait time, it is indeed very unfortunate. The call volume fluctuates so much from one day to another that it is hard to make sure that there are always enough agents to answer promptly. However, we are making major changes to our call center structure and soon, you will notice a huge difference.

Finally, regarding the lagging issue while streaming videos, I can assure you that Distributel does not practice traffic throttling. If you are having issues, please contact tech support to troubleshoot. The number is: 1-877-810-2877

Thank you.

Linda
Community Manager

Sun, January 12, 2014

Comment Windsor,
ON
I have no internet connection since Jan 3rd. The explanation given is due to outage. I just can't believe it is taking this long and there is still no information on when this will get resolved. If this issue hasn't been resolved yet, please send an email to feedback@distributel.ca and we will look into it promptly.

Linda
Community Manager

Sat, January 11, 2014

-1
ON
STAY AWAY
STAY AWAY
STAY AWAY
Service from these clowns is a joke. I was with them for some time and they act like they are the only provider on the planet and will jerk you around. My neighbor also had problems with them getting billed for several months with no service ever provided, never getting hooked up but they had no problem taking the money. I also know of a few others in my community which had similar problems with this company that acts like they are larger than Apple and Microsoft combined. There is a reason that they are currently losing thousands of customers a month. STAY AWAY!
Although I respect your right to criticize our service and our company, I have to make something clear: we do not bill our customers for months without service, nor are we loosing thousands of customers per month. This information is inaccurate. We have been in business for over 25 years and are not going anywhere. If you have a specific problem that needs to be addressed, please send an email to feedback@distributel.ca with a copy of your post and we will be happy to assist you.
Linda
Community Manager

Fri, January 03, 2014

-1 Nepean,
ON
If you're thinking of doing business with these clowns, give yourself a swift kick in the pants and run .. run very fast the other way.

This has to be the worst internet company in Canada.

Not only did they make a billing error in my account, they took the opportunity to disconnect me.

After two hours on the phone with them, they reluctantly agreed it was their mistake and offered to reconnect me in 13 days. Yup that's right in 13 days!. After telling them what I thought of Distributel, they said they would wave the $50 re connection fee.

I hope their ears are still ringing when I slammed the phone down.
Thank you for sharing your experience with us. At Distributel, we strive to be reliable and regardless of whether your experience is positive or negative, we are focused on consumer needs and are working each and every day to improve the overall quality of our customer service.
With that being said, please note that a 13 days delay to reconnect your Internet may sound unimaginable, but unfortunately, these ’10 business days’ delays are imposed upon us by the main carrier and we have no control over that. What we do have control over is the way our personnel treats our customers. So if we made a billing mistake and/or disconnected you by error, we must identify the source and provide proper training to insure such situation doesn’t happen to other customers. Unfortunately, these posts being anonymous, we have no way of accessing your account for investigation purposes. However, if you wish for us to proceed with further analysis, please send an email to feedback@distributel.ca along with a copy of your post from Canadian ISP and we will look into it.

Linda
Community Manager

Tue, December 31, 2013

-1 Gatineau,
QC
DON'T GO WITH THIS COMPANY! DON'T DON'T DON'T.
Or if you really do don't give them a dime of your money until the internet is installed.
My wife and I both work online and we decided to go with this company because of it's no bandwidth cap and price.
You know save a coupe bucks.
WRONG
First we sent them 80$ and set up a date for them to come set up the internet (2 weeks, but you know, we can deal). The day comes and we're informed that our apartment doesn't have the necessary plugs to hook it up and we would need to get into someone elses apartment to access their breaker box.
Really wish we would have known that when we told them we lived on the top floor of a triplex, but you know.
The Tech they sent told us they could more than likely come back in 24 hours.
So we call them back to make another appointment and they tell us the soonest they can come back is in another week.
So by now we've already lost out on 2 weeks of work, now going on 3.
We say enough is enough and go with another company.
You think the nightmare ends there? NOPE!
So now we're being told the only way we get our refund is if we send back the modem within 2 weeks.
Sadly we can't really afford the shipping costs so we take a trip into Ottawa and return it to the office.
The lady told us we'd have an instant refund on the card.
NOPE!
A few days goes by and we still haven't seen a penny.
We call them AGAIN and now they're telling us there's a chance we won't see a refund until January 25th.
No, just no.
All in all I've calculated that we've missed out on almost 2000$ in wages and now we're struggling just to pay the rent and they can't even refund us our money even though the services were never even hooked up in our apartment.

Don't go with this company, like the many reviews before me it's nothing but a headache.
We've been hung up on, we've been on hold for hours, we've been told 20 different things and even in the end they're still screwing us over.
Pay the little extra and go with a company that actually treats their clients right.
I’m truly sorry about to hear about less than stellar experience with us but be assured that regardless of the previous negative comments; your experience does not reflect Distributel’s reality as the great majority of our customers are truly satisfied by the service and the products. With that being said, since these posts are anonymous, I cannot access your account nor listen to the call recordings to validate the content of your exchanges with our customer care agents. If I could, I would make sure that the agents that provided you with incorrect information would receive the proper training. As for the refund, I can confirm that they are made on the 25th of each month. So that information you received was correct.

Finally, regarding the lost wages, please note that Distributel’s Internet is for ‘’personal Internet use’’ ONLY. This is clearly stated in our Terms & Conditions as well as in our Acceptable use policy which can be found respectively @ https://www.distributel.ca/en/policy.aspx & https://www.distributel.ca/en/terms.aspx
---------------------------------------
The residential Distributel Services are designed for personal Internet use. If the customer has signed up for the Service, the Service and any equipment are provided or sold to the customer as a residential user, for personal, residential, non-business and non-professional use. To further clarify, the customer agrees that they cannot use the Service for any commercial activities, profit-making or non-profit, including but not limited to home office, sales, telemarketing, autodialling, extensive call forwarding, fax broadcast, long holding time applications or any other activity that would be inconsistent with regular residential usage.

If you need additional information, please don’t hesitate to send an email to feedback@distributel.ca

---------------------------------------
Linda
Community Manager

Mon, December 23, 2013

1 London
About last year we were fed up with what roger's was charging us for internet and were recommended by a friend for distributel we really enjoyed the fact that there were no data caps and was the main reason we switched. We searched the internet to see reviews to read a lot of negative reviews about distrubutel. We were hesitant at first but decided to try it anyways we called during a promotion where we would get free installation to only have the guy not show up. We were confused and called to only lose our special promotion and have to pay 50$ for the tech guy to come. After he installed it we were really happy we were getting speeds way higher than advertised and everything seemed good. During the first few months the internet stopped working a few times and we became really frustrated as to why it kept going down only to find out they were upgrading there devices. None the less a year later I have never been happier with my switch we don't get slow speeds at peak times which is a plus. But unfortunately we are moving to a new area being built in the city only a 10 minute drive from where we currently are, and we have found out that distributel does not have access over there yet which is weird because its surrounded by multiple neighbourhoods and outlet malls so unfortunately We have to leave distrubutel by force.
It would be really good if distrubutel expanded more around the region
First of all, thank you for your positive feedback. It feels good to read a comment that reflects Distibutel's reality. As for the non availability of our service at your future adress, unfortunately, we have no control over that at the moment. As you may or may not know, Distributel uses the infrastructure of the main carriers and if the carrier in question does not serve the region you are moving at, there is nothing we can do for now. But stay tuned; our territory will be expending in the near future and at that time, we will be more than happy to have you back as one of our loyal customers.

Linda
Community Manager

Thu, December 19, 2013

-1 Toronto,
ON
this is by far one of the worst customer services I've received in a while. I was with a client with their internet service for over a year with no payment issues whatsoever and a few service disruptions on their side, which I was willing to let by since I was ok with the price/plan ratio. Now my payment didn't go through for the month of decemebr '13 due to the fact that I did not know my c.c was terminated because I had to use a new one that was sent in the mail that I thought was just an additional card. I got a call from distributel's accounting and was informed that I had 48hrs to call back and make new payment arrangements, which I did right away since I didn't want my service cancelled. Upon giving them my new card number, they tell me that I have to still pay the 'pending' disconnection fee of $60, and an additional 'nsf' fee of $15. I was trying to explain to two operators, one of whom claimed to be the supervisor, the situation I had with my c.c provider. They were totally reluctant to sympathize with regards to the reason my payment did not go through, and were not willing to waive the 'pending' fee, basically extorting me. Absolutely disgusted and appalled with this lack of humanity from these people. All they cared about were dollar signs, completely disregarding my situation with the c.c. I will never ever use their service again, and do not recommend them for anyone here on earth and our entire galaxy and the entire known universe, parallel universe, or any other place known to mankind. I hope that they tank and go out of business, and learn the lesson of poor, untrained, customer service the hard way. I truly do, and will use all my birthday wishes for the rest of my days to wish that distributel runs out of business.
***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***

***STAY AWAY FROM DISTRIBUTEL!!!***
After reading your post, I can certainly understand your frustration. I hate to ask you this, but if you could please send your account info to feedback@distributel.ca with a mention of this post on CanadianISP, I would really like to look into this immediatly. I'm sure we can come to a mutual agreement.

In the meantime, please accept my most sincere apologies. It is never our intention to provide this kind of service.

Linda
Community Manager

Thu, December 19, 2013

0 Toronto,
ON
well, I just got a call from the same operator who said that nothing can be done about the re-activation fee. He said that he checked with his supervisor and they decided that the fee should not be applied, and he sort of sweetened the deal by providing me a slightly improved plan at a slightly reduced cost for a year. I appreciate the call back, but look what I had to go through to get to this point. Something that was so simple to fix in the first place. Instead the situation was deteriorating by the second only because of the lack of empathy to the customer, me. I just don't understand why it's so difficult these days to get proper customer care, I've had to fight almost every time when I call about a problem with a company. This has to change. Perhaps it's because there are so many clients now that companies just lose sight of how to provide better customer care. We'll see how long this lasts, till the next time there's an issue and I will be charged an exorbitant 'fee'. Buyer beware.

Wed, December 18, 2013

1 Toronto,
ON
We are with Distributel for 3 years now. After the initial hassle Rogers/Bell like to give you when you leave for the competition, we had no problems whatsoever. Therefore, I cannot tell you anything about the service because we never needed it. Speed is as advertised and we did not experience any disruptions in service. Our download speed is constantly around 17mps, upload 0.5mps. If they keep it up, we will certainly stay with them. No complaints.

Mon, December 16, 2013

-1 Burlington,
ON
There is no question in my mind that Distributel throttles. I had bell dsl for years and never had performance issue, ever. With Distributel I get great performance during the day and then like clockwork, at around 8pm, my speed is cut down to less than 2 mpbs - useless for streaming video (the primary reason I have an internet connection.) I have tried several times to resolve this with distributel - after waiting for extended periods to get through to support, often more than an hour, they claim I have too much line noise they then claim to play with some setting and volia - I am getting d/l speeds as advertised or better.... until I get off the phone, at which point the pattern continues. Don't waste your money unless you only plan to access the internet during the day or late at night.

Wed, December 11, 2013

0 Calgary,
AB
This ISP runs on top of Shaw which, I am sure, prioritizes the service below it's own customers. I had been paying 65 a month for 25 mps and was getting, on average 2 mps. After a number of calls to tech support where I waited on hold for hours before finally giving up I decided to cancel the service. When I called in to cancel the CS agent laughed when I compared their high-speed service to dial-up.. LAUGHED!! This is not an ISP you want to deal with if you care about the quality of your internet connection, this couldn't even properly stream utube videos not alone hold up to the claim of being HIGH SPEED.

I have had to wait MULTIPLE HOURS on hold to speak with CS or tech support. Due to the fact that they run on top of Shaw complicates matters when it comes to getting anything fixed or investigated.

Overall I would say that the little bit of savings you HOPEFULLY see from using these guys is NOT WORTH the frustration of dealing with them.

RECOMMEND YOU LOOK ELSEWHERE, TRY GOING WITH SHAW DIRECT OR TELUS.
I am sincerely sorry to hear about your issues with us. Since you have cancelled already, there isn't much I can do to assist you further. However, if you could please send me your account info to feedback@distributel.ca with a mention of this post, I would like to listen to the call you had with the laughing agent. This is absolutely not acceptable and we need to make sure the agent in question is coached accordingly. Thank you for your cooperation.

Linda
Community Manager

Thu, November 28, 2013

-1
ON
This is the worst company I have ever been with.

I happily switched from Bell to Distributel to take advantage of their unlimited internet. It was a good few months, and then we started having very slow download speeds, and slow upload speeds (25M plan, getting 5 megs down and .10 megs up), random outages, and problems reaching customer support.

We got disconnected once because after my credit card expired and I called to give the new expiry date, no one put it in the system, so they cut me off without warning after the new bill didn't get charged. I had to call in and fight with them until they realized that they screwed up.

Next, I call in about my internet not being billed *3* times, and they have the nerve to tell me they already disconnected my internet without telling me because my credit card may have been added to a block of credit cards that may have been compromised and their 3rd party biller won't charge my card.

Instead of ever calling you to tell you they are having problems, or that they are going to disconnect you, they just do it and wait for you to call in that your internet is not working.

These people are such low life scum bags that it amazes me.

This clown asks me if I want to pay to reconnect my account and wait 10 days and give them access to my bank account. No way.

They managed to take my money after telling me they cut me off because they can't charge my credit card, but soon as I get mad and want to leave the service they can bill me.

I am glad to be going elsewhere, this is one of the worst ISP's I have ever seen. I feel sorry for anyone still on Distributel as they really don't care about you or your internet and are just hoping you keep your mouth shut and keep paying for their shoddy service.

My internet has been down or working like crap for the last 6 months and now that they have lied, stolen, and cheated me, I am glad to go elsewhere. It's really sad when a company will lie to you when you call them and then would rather you leave their service instead of trying to correct their problems and apologize for their mistakes.

Distributel is definitely a 0 out of 10. No stars, two thumbs down.

Look on their twitter page, nothing but complaints, just like on here.

Tue, November 19, 2013

-1 toronto,
ON
regardless of how much rogers charges you, do not leave them for distributel. heres my story..i signed up with distributel in october. i got the modem and tech came and did the dry loop. i connected the modem the the dsl light is not turned on. i called distributel and after a few days of trying, i finally get thru. exasperated of their service, i said i need to cancel and they said they cant refund my payment for one month. thats fine with me as long as they make the service work for one month. tech supposrt said they cant get any signal from my line so that means bell didnt get the dry loop done properly. so they have to send again bell. i said fine, they can go on a tuesday, wednesday or weekends. tech support said ok, but guess what? bell came on a thursday! and i wasnt home, only my grandparents were home so i wasnt able to test and i didnt know what the bell guy did.they said there was nothing wrong with the connection and we have to contact distributel. so i called distributel. after a few days of trying again,i was able to reach tech support, they now said the problem is with my modem but they cant send a new modem since im cancelling anyway. so i need to be transferred to customer suppport to be refunded. so i was put on hold, then the girl who answerd read thru the notes and she said she cant do anything for cancelled accounts so she has to transfer me to a senior. so i was put on hold again. so i speak to the senior, who as helpful as he is trying to be, said he cant refund me for my payment even if they are aware that the modem they sent me is not working. he can only refund me for 11days. apparently, since the installation was done properly, they cant refund me for the troubleshooting period.and take this, i have to pay for shipping the modem back. so:
1. i signed up with distributel
2. they sent me a defective modem
3. i have to pay the whole period that the defective modem was with me, thats including waiting for somebody to answer from tech support, waiting for the bell tehnician to come and him coming on a day you never agreed to despite providing 4 days out of 7 that you can accommodate.
4. and paying for shipping the modem back
so if you guys want to waste around 80bucks, you can sign up with distributel. only in distributel will you find people who will charge you for services you never received even if theyre aware that you never received them. :)

Mon, November 18, 2013

-1 Windsor,
ON
Terrible business practice. Nutshell - CC info changed, rather than contacting me they terminated our service…. Hours and hours of frustration on hold & with multiple levels of support, interruption of service for a week, NSF & reconnection charges & our 10Mbps "no longer exists" so we were downgraded to 6Mbps…

I firmly believe now that this is a concerted effort to eliminate the 'grandfathered' services and force people into higher tiered rates.

My letter to them follows. Unwilling to budge, I have switched to a new provider. Welcome Teksavvy - I do hope you treat me better!
Nov. 8th, 2013

Distributel Communications
300-177 Nepean St.
Ottawa ON
K2P 0B4

Re: Account # 417447

To whom it may concern,

I have been a Distributel residential customer for several years. I have been more than happy with my unlimited service and the brief customer relations interactions I have had. My experience has lead me to have given you many referrals through the years. However;

About 2 months ago, our Mastercard provider replaced our cards with the newer ‘chip’ cards. Unbeknownst to me, the card number itself changed at this time. I have 4 automated monthly payments associated with the card; Distributel, Vonage, Nexpress & my gym. Three of the companies phoned or emailed to indicate there was a billing issue, and in each case, within minutes the issue was rectified without penalty nor interruption of service. Then there was Distributel.

The evening of Nov. 4th, our entire home was offline. I used my cell phone to call Distributel’s Technical Support. Following exactly 1 hour on hold, I decided my call must not have been answered because of widespread issues and gave up for the night. The next morning, still no internet service.

Following another 1/2 hr on hold, I spoke with a Distributel agent who informed me a payment had been denied and therefore my account had been terminated. There was no attempt to contact me regarding a billing issue, neither by email nor phone. Nothing - no attempt whatsoever. I was informed I would have to have my service reconnected and would have to pay both NSF & reinstallation charges. I explained this was simply unacceptable and requested being transferred to a 2nd level support worker.

Following another extended wait, I was connected with Jonathan. While apologetic, he confirmed that there was no effort at all to contact me regarding the billing issue, and while he was willing to reduce one of my penalties, there was ‘simply nothing’ he could do to reverse the NSF charges. He informed me it would be about a week to reconnect the service. Again, I told him this was simply not acceptable and requested a referral to someone higher up. I was assured that while he could not connect me, he would make sure someone from the management level would contact me. To date, no one has.

Today, Nov. 8th, I received both a phone call informing me I would need to be at home Nov. 12th from 8am-5pm (taking a day off work) for reinstallation, as well as a letter indicating that my 10 Mbps service was being replaced with a 6 Mbps. It also indicated that this service would not be started until Nov. 19th - more than two weeks past the initial interruption.

I am utterly dismayed. I have a stellar credit rating and have never once missed a payment to your company. My credit card number changing was in no way shape or form my fault - it simply happens to everybody from time to time. Every other company with automatic billing associated with it accepted the change without penalty nor inconvenience of any sort, with you however, my family is now facing in excess of two weeks without internet, telephone, Netflix, NSF charges, reconnection fees & the insult of being told I need to take a day off work to reconnect something that has absolutely nothing to do with connections inside our house.

This is simply unacceptable. Honestly - in this day and age, from an internet provider no less - all it would have taken was a simple automated email informing me there was a billing issue and requesting that I contact you.

I would like an apology for this inconvenience. I would like a reversal of my penalties and re-installation charges. I would like to be back on the 10 Mbps plan that I’ve always had and I would like compensation of some sort for my hours of time on hold, inconvenience & lack of services during this outage. Most of all, I would like an assurance that this ludicrous business practice of yours is being addressed so this ridiculous scenario can be avoided for all the people I have (and hope to continue to) recommend to your business.



Sincerely,

Wed, November 13, 2013

-1 Cambridge,
ON
Let's just share a story.

First their staff misread an email of mine from 3 months previous and decided to cut off our phone and internet.

After more than4 days of of trying to get through customer service, a 3rd level rep. apparently resolved the original mistake. She was the first staffer able to understand the English phrase "Please advise" in the earlier email.

I received an apology and then was told that our service - because it had been cut off and had to be reinstalled - now had to be upgraded and that our monthly fees would go up. Their mistake raised our fees. Theywere "very sorry" about this.

Then a tech came to our house supposedly completed the installation, and told me that our service should be back operating within an hour. It was not.

Three days later, after a hold of 117 minutes, I got through to the technical department which told me that there had been an outage in Kitchener that "probably" extended to Cambridge and that was why my service was not operating yet. I should just wait and try my phone every once in a while to see if it worked. The outage was apparently 5 days old by this time.

Tonight, two days later, the outage for the entire region is up to 7 days and I still don't know if this is why our service is not working.

I WAS, however, billed and my credit card charged for service beginning 5 days after the original cancellation of my service and before there was even an attempt at re-installation.

As you can probably understand, it is somewhat difficult to trust a company that accidentally cuts off my service, arbitrarily raises my rates due to its mistake, takes money from my credit card when there isn't even a service in place, and then has a mysterious outage which prevents it from re-connecting my phone.

Sun, November 10, 2013

-1 Saint Lambert,
QC
DO NOT, I REPEAT, DO NOT GO WITH DISTRIBUTEL

No matter how great it sounds... no matter how mad you are at Bell or Videotron... don't waste your time.

When we bought our house we waited 4 weeks before they were able to install the cable... this is after the salesperson promised a 2 week max wait.

When we finally were plugged in the service was OK for 3 months until all of a sudden it was completely disconnected. They claim that they sent a contract that was never signed and so they had disconnected me... I NEVER RECIEVED ANYTHING!!

They wanted 60$ for a reconnection fee as well as another 3-4 week wait... the lady on the phone was in no way willing to negotiate and almost instantly cancelled my account.

Sucked it up and went back to Videotron.
Ugh.

DONT WASTE YOUR TIME WITH DISTRIBUTEL! I READ 10000 NEGATIVE REVIEWS BUT WENT WITH THEM ANYWAYS... BIG MISTAKE!!!

You have been warned :P

Wed, November 06, 2013

-1
I've been a Distributel customer for a few years. Installation was hassle free and completed as scheduled. About a year after installation the speeds became less reliable, often dropping to about 1/2 or disconnecting, normally at night. Its difficult to prove, and I didn'tthink it was enough of a problem to invest a lot of energy in troubleshooting. After all, i had no cap and low costs.

Three days ago I was disconnected. I called support to be told that my credit card payment did not go through. The worst part is that I was completely disconnected, not just suspended. This meant a likely 3 week wait and another activation fee. Additionally the monthly charge now will increase by 20%. I asked why they didn't call me when the payment didn't go through. The answer was.... not enough manpower. After about an hour arguing my case based upon being a loyal customer, and their poor service in not calling me, they agreed to waive the activation fee but I still had to wait for reconnection and the monthly costs would be 20% more.

Not enough manpower? What about the hour spent talking to them on the phone. If they had called me first the whole thing would have been resolved in 5 minutes.

A marketing guy once said that it costs 10 times as much to attract a new customer than to keep an existing one. Well Distributel will have to find another customer to replace me. Since after I tried to resolve things over the phone last night, today I switched to another ISP.

I know its technically my fault that my card number changed and I didn't notify them. But in all the (about) 30 years I've had credit cards, I've sometimes run into snags when the expiry date changes and such. However, every time that has happened, I've received a call and things have been resolvedin a couple of minutes.

To me it seems that Distributel did not call me in order to allow the cheap rate I had to expire so that they could make an extra 20% every year. What shoddy treatment!

Fri, November 01, 2013

-1 Toronto,
ON
Liked their service, and wanted to stay with them. When I had to move, they told me I could not suspend my service and would have to start all over again with setup fees. I paid all my bills in full prepaid. I left no unpaid debt with them. When I tried to get service with them again, they told me I would have to pay more then 200$ in startup fees, more then a random new customer. Obviously, I chose to find a different ISP.

Fri, November 01, 2013

1 Vaughan,
ON
i think they are underrated. they give a very good price and very good speed. overall the best value for money. customer service seems overloaded, but they have a call back feature that they seem good with. i had an issue getting it setup the first time, but once setup i had no problems with the service and only had to call back to cancel due to financial cutbacks on my end.

Wed, October 30, 2013

-1 Vancouver,
BC
My experience with Distributel resulted in a lot of lost wages. I am an IT contractor, so internet access is imperative. The problems are as follows:

1. It took one month to receive service.
2. I received a call to schedule an install only one hour before it.
3. After holding for over an hour on one particular day I was disconnected and never received a call back.
4. I spent over 4 hours trying to resolve various issues with Distributel from install to, well, number five.
5. Distributel canceled my internet three days after it was finally hooked up, with no understanding of how it happened.

It simple dont use them. I lost out big time trying to save a few dollars. Lastly, I was mighty disappointing when they suggested I come back to use them again at a later date. I suggested that if they give me the Motorolla Surfboard as collateral for my lost wages, and in good faith, I'd try them again in nine months when I move again. That suggestion was met with a staunch, "well we'd never do that, its a hundred dollar modem". The modem is priced at 54.95 on their website. Nice to see the little guy doesn't matter, nor did they really want me back. I'm glad the internet gives us a platform to warn others of this sort of service.

Lastly, my girlfriend signed up with them at the same time I did, after three weeks with no service, she canceled. It seems to me there is a pattern with this company.

Mon, October 28, 2013

-1 Pincourt,
QC
I'm sorry I cannot give a positive review.

I've been with Distributel since the beginning of 2013 and now I have to say they are too expensive for the kind of service they provide.

Technically, they are good but not that good. I have DSL service with them and their modem looses the PPPoE connection from time to time. When the modem was in bridge mode, I had to access my wireless router from time to time to repeat the PPPoE login. So Distributel and I configured, instead, their modem to do the login. Now I have to shut down the PPPoE, on the modem, from time to time to re-do the login.

But their worst trait is their customer service. And now that they no longer have the callback feature you now have to wait on the phone for quite a bit of time like with every other ISP. Customer service agents are not trained to look into the case history of a caller without putting said caller on hold. Customer service agents are not very well trained on the services Distributel offers (they have to inform themselves on them while on hold). A simple request to have my billing properly sent over via regular mail took about 30 minutes (including holds) over the phone. No wonder their wait times are so long.(Since I started, I haven't received any billing notices although the withdrawals from my account are regular. They charge $2 monthly for this billing notice service). At the time I called, they couldn't give billing notices via email. Technical support is a bit better. But, still, you find agents who don't understand what "not being able to ping the default gateway" (their default gateway) means.

Looking at their responses to other comments here, I have this notion they stopped caring a while ago. That does not look good. Time to look for another provider? (Bell was not much better)

Mon, October 28, 2013

-1 Ottawa,
ON
After having been an existing Distributel customer for over a year, in August 2013 I had to move to a new address on short notice. I called Distributel on August 2nd to notify them that I had just moved to a new address, and they informed me that they needed 10 days to process the request. I would still be paying for the service at my old address until August 13th. Not thrilled about being charged, but it seems to be standard procedure at these kinds of companies, so I wasn't really surprised either. August 13th was also the date given to me as a tentative service installation date, which I would also need to pay for. I was hoping that they would credit the cost of the new service installation, having been a loyal customer for over a year - it certainly didn't give me any incentive to remain a customer, since the charge to transfer my service was the same amount that it would cost me to setup with a different ISP. But I had always had reliable service with them, so I decided to proceed with the tentative service installation date of August 13th, pay for the first 2 weeks of August without service and pay for the service transfer. I was told they would call me before August 13th to confirm the date.

By August 12th I had not heard anything from Distributel, so I called to find out the status. They told me that Rogers had not confirmed the service date, so Rogers may or may not be coming tomorrow, but told me not to count on it. Frustrated that I couldn't be given a specific answer, I stayed home from work in the morning so as not to miss the appointment if Rogers decided to show up. Nobody showed up. But I got a bill not long after indicating that the service transfer had occurred on August 13th, and I was charged for the remainder of August for service that was not provided.

Calling Distributel back, I was told that I would be given a specific service date within a week or so. When I inquired about the charges, they could not give me a straight answer about whether I would be charged for all of August. As instructed, I waited for Distributel to contact me with a firm service date. About 2 weeks later, on August 30th, a Rogers technician called my cell phone to inform me that they would be at my address in 5 minutes. Having been given no prior warning by Distributel, as they had promised me, I was out of the city and could not be home at that time. I called Distributel who admitted that it was their mistake that I had not been contacted ahead of time. I was then told that I would need to wait 10 business days just to be given a new future date of when my service could be transferred. I was being pushed to the back of the line again due to a mistake on Distributels part. I had been out of service for a month, and would need to wait 10 additional business days to be even notified of the service transfer date, all because they failed to contact me about the original service installation. The service transfer was originally supposed to take 10 days, was now going to take 1.5 months before I could even receive a date, and that was to continue my existing service! Frustrated, I decided to cancel my account. I was then plainly told that I had to give them a certain amount of notice to cancel, so I would continue to be charged until they could process my cancellation. I told them that they weren't providing me with any service, so I don't care when they process the cancellation, since I was not receiving any service to be charged for anyways. But it turns out that they had been charging my account, since the August 13th service date (which never actually occurred).

Visiting the website, I found an email form to deal with issues that could not be resolved through normal means. I wrote a detailed email letting them know the story, and my email was never responded to, even a week and a half later. So, despite being very busy during the day, I decided to wait on hold for an hour to speak to a manager in person. At this point I had given up on Distributel ever transferring my service, but I wanted to make sure I wasn't paying for a service installation that never actually occurred. I must admit, this particular manager was quite helpful, and was able to give me a confirmed service installation date of September 15th or so - 1.5 months after I had contacted them to transfer service to my new address, but better than nothing. And most importantly, she was going to credit me for the erroneous charges.

So by September 15th, after multiple calls and hours of waiting on hold during business hours I finally had my service transferred to the new address. But during a weekend in the following month of October, I lost internet access on a Saturday morning. I called tech support and they informed me that the service had been disconnected due to a bounced payment. Customer service is closed on the weekend, so I would need to call them on Monday morning, and would be without internet for the weekend. When I looked into the matter further, it turns out that Mastercard had recently increased my credit limit, and sent me a new card with a new number, and the Distributel payment was associated with my old credit card number, so it never went through. I didn't realize I had a new credit card number at the time, otherwise I would have contacted them to give them the new information. I called them Monday morning, and after waiting on hold for 1 hour, I got to speak to a customer service rep, and explained why the payment was bounced. I asked why they never contacted me when it didn't go through - they told me that they usually do as a courtesy, but had "dropped the ball" in this case. I was told that I would need to schedule a new service appointment to reactivate my service, which I would need to pay for half of. They acknowledge that they should have contacted me before disconnecting the account, so I would only need to pay for half of the installation, and I would have to go through the whole service appointment waiting ordeal again. I didn't think it was right that I had to pay anything for a new service appointment - if they would have simply called me prior to cancelling it, I could have provided them with an updated credit card number, and they wouldn't have needed to disconnect it to begin with. And I was already being inconvenienced by the fact that I would now be without internet again for an unspecified period of time.

I asked to speak to a manager. This manager was much less helpful than the previous one I had spoke to. She informed me that because internet service was not considered an "essential service", they were not legally required to contact me before disconnecting it. They said that they usually do, as a courtesy to their customers, but admitted that they had not done so in my case. I would need to wait for a new service appointment and pay for it again. I told them that I am not going through the service appointment ordeal again, and decided to cancel instead. This was the third time that they had omitted to call me to tell me some important information that I needed to know - twice related to scheduled service appointments, and now they never warned me about a billing issue before disconnecting my account. I have several credit cards that I pay off every month, the bounced payment was a problem that could have been easily resolved within minutes had they contacted me - it certainly wasn't for a lack of funds. Internet service may not be an "essential service" legally, so they may not have had a legal obligation to warn me, as she kept insisting, but it was besides the point. Being in IT, I depend on it for my livelihood (I often work from home on the weekend). If it had just been the service reactivation fee, I may have begrudgingly paid it at this point, but I couldn't bear the thought of going through the whole 1.5 month waiting period again, nor did I have any confidence that I would even be notified about the new appointment when it was scheduled. I generally keep a level head, and just politely notified her that I choose to cancel my account instead. She didn't seem to care much...

BTW, throughout this ordeal I must have called them 5-10 times during working hours and each time the automated message informed me that they were experiencing "higher than normal call volumes". If its always "higher than normal", than "higher than normal" just becomes "normal". They used to have an automated callback service so one did not have to wait on hold for hours during working hours, but that's no longer an option. The time I've lost here is the most frustrating aspect of the whole situation.

Sun, October 27, 2013

-1 Etobicoke,
ON
Why do Rogers take SO LONG to fix your problems? I understand you are at the mercy of the carrier and they have their own customers to service ... but do you not have a written agreement with one another? How about barking up that tree or voicing your complaints to the CRTC? I just went almost two weeks without Internet because your carrier wouldn't budge.

Fri, October 25, 2013

-1 Montreal,
QC
Worst compagny ever,it's been a nightmare since day one. I had internet for a week then it went off I called the customer service and no one could help me(after waiting for min an hour before being able to talk to someone) I ve talke to at least 10 tech before an honest one told me that I cant get the DSL (BELL) service in my building and that I should switch up to the cable (Videotron). Then when I talked to the CS that lady had the nerve to tell me that I have to pay to get the cable installation or wait 10 days to cancel my service!!! Wait...It's been a month since I dont have the internet because YOU are not able to provide it, I try to switch and you tell me that I have to pay?! It makes no sense at all. And why would I have to wait 10 days when I dont have your service?!

I waisted my money, a lot of time and energy with that internet provider who can't even provide internet and still want you to pay for it!!

Please dont go with them!!!!

Here's my account number so you guys can have a look at this mess 457785

Wed, October 23, 2013

-1 Montreal,
QC
The customer service at Distributel is the worst I've dealt with from any company in my life. Incompetent reps who will on occasion lie to you, for example. The service is extremely poor quality and cuts out frequently. The speed is slow for what you're supposed to be getting. They'll cut off your service with no warning and no justification, then charge you 180 to reconnect when it was their mistake in the firs tplace. The list goes on and on. DO NOT use this company for your internet.

Tue, October 22, 2013

-1 Waterloo Region,
ON
Distributel customer for cable (via Rogers) internet + VOIP services.

Pro: Reasonable pricing, especially on VOIP service. We particularly liked the feature for family members to call us toll-free. No usage caps on internet.

Cons: We switched from Rogers cable + VOIP to Distributel to save money, but found the services provided to be unsatisfactory.

1) On Rogers cable internet we were able to stream internet radio stations - but the QoS with Distributel made that unusable.

2) VOIP Audio quality was poor - and it someone was using the internet, say watching YouTube, the VOIP audio would completely cut out. Computer or phone, like 1990's dial-up.

3) Customer service - we had some billing issues on setup, with being over-charged, and CS was hard to reach. Eventually resolved, but unnecessary and unwelcome.

4) Service Outages - we had outages, both internet and VOIP too frequently. Sometimes just a few hours or a day, sometimes a few days. In October 2013 we had continuous outage with no internet or VOIP for 8 consecutive days. Part of this was a Rogers problem, but Distributel seems unable to manage (or litigate?) there arrangement with Rogers very effectively. Nor did Distributel reach out to us after we contacted them (after long waits on the phone).

So, it is back to a higher-priced Rogers service for now.

Mon, October 21, 2013

-1 Milton,
ON
I've been on the phone for over an hour now waiting for them to answer my call for technical assistance. The first time I was on the system actually kicked me off, and so I had to reenter the queue from scratch.

My dsl router doesn't work, and their first solution was to make me go out and purchase a new phone line and test that. They didn't even offer to send me one. Now, my router still doesn't work, and they won't even answer the phone.

Their next step according to the tech I spoke to 2 days ago would be to "escalate" to the carrier. I have no confidence that this will be done in a timely manner. I just want a new router because that's their responsibility and if they need to do a root cause analysis, they can do that in tandem while sending me a new router so that I can at least get my internet & phone working again.

And ironically, when my internet is down, I can't even call them from my home phone! I hope they're willing to pay for my overage charges on my cell phone bill as I've spent over an hour so far waiting for them.

Sat, October 12, 2013

Comment ottawa,
ON
I was on 3web/distributel..cable until distributel told me to get off...My speed was always slow even It should be 22mb gold plan from 3web/distributel..
now I'm with another isp with 6meg cable plan...I'm surprised that the new isp speed is much faster than 3web/distributel...I have a feeling I was not really getting 22mb..from ditributel..

Wed, October 09, 2013

-1 Ottawa,
ON
As soon as 3web was bought out by Distributel the quality of service dropped and the prices went up! It's unfortunate Distributel doesn't offer different packages for customers that don't need "unlimited" bandwidth which is one of the main reasons I cancelled the service. Also for some reason after the effective cancellation date my owned modem was still active and not released from their database. This prevented me from activating my modem with another provider. I had to call in again and request that my modem be released which should automatically happen with the initial cancellation request. If you want to retain more customers in the future I suggest that you review your Internet packages and improve the wait times to talk to somebody and have better communication when processing disconnect requests.

Tue, October 08, 2013

-1 Carp,
ON
Service down again, no chance i will be able to get tech support, the call back feature is disabled, and I don't have 8 hours to sit in the Q.

I have been with the company for a while, but it has got incredibly bad in the past 6 months, degraded service, service outage, and endless delay in tech/customer support

I shall be looking for a new service provider as of now



Tue, October 08, 2013

-1 Toronto,
ON
Between the worst customer service and lack of responsibility to the end user I would say that this is by far the worst internet provider I have ever been with. Looking back I should have canceled all my accounts but was charged for service and a modem that I to date still have not been received. I understand that a month is a reasonable wait time!!!! The latest message is “Sorry for the long wait but if we don’t answer try again, Later when again we wont answer”. I guess the management has accepted this as a business policy…….

Mon, October 07, 2013

-1 London,
ON
I spent hours on the phone with Distrubutel only to be on hold 3/4 of the time. Their customer service is atrocious and I will personally recommend everyone I know to go to a different company. First they forced me to pay $60 just to move!! You think they would appreciate the fact that I chose to stay with the company, instead they make me pay to be a loyal customer. now a month later, I just wanted to know is why my internet wasn't working properly and what they could do for me. Nobody in that company felt the need to tell me that south-western Ontario is having the same problem and it is the companies issue. They transferred me three times and let me wait. Finally I had to give up and get nothing resolved. Looks like I am moving to a different company with better quality standards.

Mon, October 07, 2013

-1 Scarborough,
ON
the tech support is terrible. they also lie about the network status in their website

Mon, October 07, 2013

0 kitchener,
ON
Took me a week to get a hold of a person. When I did they were very nice. I changed and upgraded my service to a new address.
They left a messsage on my internet phone ( not my cell ) which they had not connected to tell me the technician was coming to hook up my internet/phone which they had not connected. Holllly. Thank goodness someone was walking out the door (in the middle of the work day )when they showed up. Right now im 1 week of calls waiting for a person trying to find out where my "new" modem is. I got the new bill quick. So I am paying for up to 15mbps and gettin 3 -7mbps (mostly 3 ) with my old modem. Thanks goodness it still works. They are good as long as you dont require customer service.

Sat, October 05, 2013

-1 Mississauga,
ON
Worst company I have ever dealt with. Despite numerous phone calls and emails - not even the courtesy of a response. Worst part is that they charge your credit card more than a month before they provide ANY service or hardware. When I finally received my hardware more than a month later, it was used from a former customer (who is clearly smarter than I am for having left). Wrong phone number and voicemail - still have not been able to access voicemail as they changed the password and did not send it with the "welcome" kit - cannot ever get a hold of customer service as they have a BS message "your call is important to us but we are experiencing an unusual surge in volumes", which has been on since March at least from what I can from the posts here. To sum it all up, the ONLY way to get their attention is to call your credit card company and remove authorization for these charges and switch to a real ISP who cares about its customers (obviously precludes Bell and Rogers). I have heard decent reviews of Techsavvy and Start. I really miss 3web, it was a nightmare getting a hold of customer service too, but 1 hour on hold usually did the trick. Distributel is, without a doubt, the worst company I have ever dealt with - would NEVER sign up anyone I know with them but clearly they don't care. Don't bother sending any emails to "feedback@distributel.ca" as suggested on some posts - completely futile as I have not received a reply despite 15 sent messages. If you care about someone, do not let them do business with Distributel.

Fri, October 04, 2013

-1 Edmonton,
AB
No point in writing any comments here, all the other comments accurately sum up what's happening with this ISP. Welcome to Canada where your ISP has you over a barrel and there's nothing you can do about it.

Thu, October 03, 2013

-1
ON
Thinking of selecting Distributel as an ISP? Don’t!!!
Read all of the posts and you will clearly see that Distributel is a nightmare. For starters, their company is run out of the Hotel California! (HA) You can check out any time, but you can never leave. Here is my story.
- 2 July 2013, ordered 16M/1M cable. Download speed 25M, Upload 400K (less than half)
- Next day ordered 25/2 plan. Download 25M, Upload 800k (less than half). Called to complain that I wasn’t receiving the upload speed that I ordered. I was told it was a Rogers problem, and it would be resolved by September 1. September 2, Upload speed no change.
- September 3, waited 3 hours & 10 minutes to speak to a rep to request disconnection and termination of contract. Told that disco happens on the first of the month.
- October 1, I was told that I would be disconnected by the end of the day.
- October 2, I was told that I would be disconnected by the end of the day.
- October 3, still no disco. As others have experienced with Distributel, I expect that I too will not be disconnected, and that I will be billed for another month of usage. Unfortunately, Visa will not take action until I have been illegally billed. When that happens, Visa will get involved. Reading one of the posts below, I expect that I will be quickly disconnected the minute they are not getting paid

Thu, October 03, 2013

1 Guelph,
ON
I really like Distributel. Distributel and Teksaavy are the best internet options for people in Ontario.

That being said, Distributel is extremely difficult to get ahold of and getting ahold of customer service to set up installation took 2 calls at around 2 hours apiece.

After that, our internet was installed 10 days later and we couldn't be happier. The speed is not only faster than Bell/Rogers equivalent packages, but half the price and with no torrent throttling!

As bad as some people's experiences are here, Bell and Rogers are absolute criminals. Stick with Distributel or Teksavvy.

Thu, October 03, 2013

-1 Edmonton,
AB
Getting initially set up was a process that took much longer than it should have, and several phone calls. After that, everything went fine for a few months. Now, I've been without internet for 3 days (more than one day is unacceptable). I'm using my Wind Mobile phone on USB tether mode. I've tried calling Distributel, but can not get a hold of anybody there. Tech, or customer service. I've tried leaving a call back number at the beginning of every day. Nothing. It's almost like they stopped existing. But that can't be, because they're still taking money from me.

I'm no IT dummy. Everything at my end is good. I'm getting a IP from their DHCP, and I can ping the Gateway. Which just confirms that it's their problem, not mine. I can't ping beyond the gateway. So that tells me their server is not responding to the rest of the world.

It seems like the only place Distributel is responding to it's customers, is via Twitter. Which I don't use. Again. Just plain unacceptable.

I'm going to give it one more day before I yank the plug on them. If I don't hear from them, or see the problem solved by the end of the day tomorrow. I will call Visa and put my late payment to them into dispute. Maybe f*****g with their cash flow is the only way to make them respond.
Admin Note: Please do not use foul language: People of all ages & tolerances use this site.
Thanks,
-Marc

Wed, October 02, 2013

Comment Kitchener,
ON
We have been without internet now for 3 days. On day one, I called and left my number for a call back. this took over an hour, and when call from tech complete, I was told the provider (rogers) would be calling me to initate a service call. this call never happened. Called day two and was told the provider looked into it and said there were no issues. Called back to troubleshoot at 330pm, to which I got a call back at 945pm. Troubleshooting took until 1115pm, to which I was transfered to L3 support who told us that it is not a problem with our lines or medem, and we would get a call the next day. No call so far, no internet, expensive cell hotspot now i think. Never complained about the internet when it works, but the customer service SUCKS. I believe I will be shopping

Wed, October 02, 2013

-1 Oshawa,
ON
Spent 7 hours on hold trying to upgrade my service at this point I gave 30 days notice to disconnect my service.
The 30 days have come and gone and I am still connected. I have now spent a total of 5 hours on hold trying to find out why I have not been disconnected and still no one has picked-up.

Tue, October 01, 2013

0 Montreal,
QC
Depuis la fin d'Août, des pannes innombrables d'Internet se produisent..en particulier le soir. Quand je tente de communiquer avec le Soutien technique je reçois toujours ce message comme quoi ils sont débordés d'appels.. Je constate tristement que Distributel, en mettant toute son énergie à vouloir agrandir son réseau, oublie les fidèles clients qu'il a déjà.. Je songe sérieusement à quitter Distributel. J'ai eu, pendant longtemps un excellent service, mais là, c'est la dégringolade et je suis très déçu. Je paie pour un service que je ne reçois plus. Ça fait deux mois que cela dure et ils n'arrivent tout simplement à régler leur problème qui est devenu le mien et probablement celui de beaucoup d'autres clients.

Tue, October 01, 2013

-1 Toronto
Thanks Distributel for disconnecting my service without even notifying me that you were having issues with the credit card on file. I tried to contact you 3 times to update my credit card details and it was impossible to reach someone!!! Hours waiting on the phone and no call backs either!!!!! I don't even know if that's the reason for my internet not working because I have received no communications from your office. After a year of great service I have now spent a day with no internet and no way to reach your support staff.

Tue, October 01, 2013

-1 Ottawa,
ON
Is there anyone in the Ottawa area experiencing a problem with cable internet work Distributel since this morning? It's has been all day. The modem LED just keeps blinking. No internet.
This problem is not new. It's been on and off for the last few months. But it's getting more frequently and the disconnection lasts longer.
Distributel's service is now bad. Time to switch to another ISP.

Fri, September 27, 2013

-1 Calgary ,
AB
Pay $30 a month for cable, with "download speeds of up to 1Mbps". During the past two months I experienced issues with ping, 5 to 10 times the norm. There was no response from customer service for a week. When they got back to us, they just told us our service depended on the amount of people also using the service in the area. Unlimited internet means nothing at such slow speeds. Upgrading to their $40 plan, with speeds supposedly up to 7.5 Mbps, but for now, I've nothing over 200Kbps and frequent lag.

Thu, September 26, 2013

-1 Mascouche,
QC
Terrible customer service! Cancelled on August 30th and they still managed to bill my credit card on the 15th. Does note return call on August 30th even though I left it on their 1-877-301-4077 number as per instructions. Does not return e-mail sent on septembre 20th. Waited many time on their 1-877-line afterwards. Left my number to be reached 3 TIMES on the same day! NEVER called back. Left it a few days later. Finally got a call back from a representative that was joking/laughing with a co-worker as I tried to get his attention; he hung up!! Left AGAIN my number for the 3rd time that day. He representative said that it should be transfered to billing for refund and proceeded to transfer. After waiting for 20 minutes with "billing" on the phone, I got cut off....AGAIN!

In my books, this is considered Flat-out STEALING on my credit card!

Wed, September 25, 2013

-1 Ottawa,
ON
ONE hour passed, no body answer the phone. The service is tooooooo bad.

Tue, September 24, 2013

Comment Marmora
Frustrated with outage and issues since upgrading to Fibre. (FTTN)
The last two-three weeks have sucked.
There seems to be an outage called now.

Issues for the last three weeks have been with the DNS servers.
(Not responding)
Last night the gateway seemed to give-up around 11pm. Still out.

Long time customer.
Never any major issues. But when there are, calling them for support can be painful.

But still far better than Bell.

Tue, September 24, 2013

-1 St. Lambert,
QC
I had them for a year at another address and if I didn't have to contact customer service it was fine. Since I now need to contact them they are useless. Their "leave a number and be called back in sequence" is a lie -they simply don't call you back. Contacting them by email is equally lousy with some emails being answered while most seem to go into their garbage bin. It is now Tuesday and I sent them emails on Saturday and Monday, the email on Monday saying that if they don't contact me I will cancel my service. Needless to say even this won't elicit a response. I will now cancel my service but I have already paid for internet and phone service that they haven't given me up to October 14th, not to mention the $ I am spending using my cell phone as a hot spot. Even worse I may have to spend days to not reach them to cancel the service so I might have to resort to contacting my credit card company to block payment. The only good thing I can say about their customer service is that (when I last called)they got rid of the message saying "we are experiencing an unusually high volume of calls" which was there 100% of the time and thus a bit of an insult to the intelligence of their customers.

Mon, September 23, 2013

-1 Barrie,
ON
After being a 3Web customer for years and being completely satisfied I am now very disappointed. 3Web was amazing. Very little down time and very quick. I am now on day 4 of no internet which is difficult to say the least when I rely on my internet for work and for school. They have an issue with users being unable to get an IP address. I get it, that happens. But for 4 days?? Rogers is the primary provider and Distributel is the reseller. Is Rogers playing games? Or is Distributel at fault. Either way, I hope that we are compensated, although the cost is probably more than they will be willing to pay.

Mon, September 23, 2013

-1 Montreal
Complete disconnection that does not recover automatically at least once per month. Needs modem and router restart to recover. Tech support can't get to the bottom of the problem This is not a telco grade service.

Sun, September 22, 2013

-1 Toronto,
ON
I have DSL service and most of the time it runs well, but a few times every month i have problems connecting. This weekend was one of those times.
On Friday Sept. 20th i tried connecting starting at 8pm but didn't get access until 12:30am. I set my connection redial attempts to 99 and waited as it automatically tried to connect 99 times and then did it a second time before giving up. I had the same problem again Saturday morning, I had to go to McDonalds just to use their WIFI. Once again that evening and again Sunday from 1am to 3am.
Everything is working properly on my end so it's either a problem with Distributel or Bell.
Calling it in is pointless, It seems to be standard practice to blame the other guy for any issues.
There is only one way to fix a problem like this and the first thing i did when i was able to connect this time was to come here to look for another ISP.

Sat, September 21, 2013

Comment Montreal
Fri, Sept. 20, 2013
INTERNET NOT WORKING AGAIN and AGAIN!
I have been waiting on the phone for more than 1h30 minutes for technical assistance.
AGAIN and AGAIN, technical problems and they don't answer the phone.
Every time there is a technical issue, they don't answer the phone.
I took pictures and videos or everything, including the waiting time on the phone.
This company needs to be taken to court, small claims.
They will not do anything otherwise.
I am calling them on compensation for the following:
1- poor internet connection,
2- lack of technical assistance (really NO technical assistance, they literally don't pick up the phone),
3- as well as for the waste of time on the phone with them: ridiculous waiting time
4- no call back, although I left my phone number so they can contact me and keep my priority in the call sequence.

You are a shame!

STAY AWAY from THEM!

Thu, September 19, 2013

-1 Ottawa,
ON
Here is a copy of the email that I just sent to Distributel...

To Whom It May Concern,

I was migrated from 3web to Distributel September 6th, 2013 or shortly thereafter. I came home from a week long trip on September 16th. I am currently on day 4 of trying to deal your organization to get my internet up and running. Realistically, despite coming back on the 16th, I have been without internet since your company migrated me.

The first tech that I spoke to on September 17th, 2013 felt that it was my cable, despite being unable to actually troubleshoot the issue me because his couldn’t call up my modem on his screen. He said that he would be sending a tech out to me to check the cable, but I have yet to hear from that tech.

The second tech I spoke with (Kevin) on September 18th, 2013 refused to help me because despite providing him with all my information I did not have a password. So he flat out refused to answer even the simplest of questions.

The third tech I spoke with (Kevin, not the same as #2) on September 18th, 2013 told me that he could see that my modem was working and online despite the fact that he did not have the ability to ping my modem…yes I do work with Information Technology so I am not a complete idiot. He also told me that a tech would call me later that night. I have yet to receive that call.

I did try to call your customer service on the evening of September 18th and left a call back number. I still have not received a call.

A colleague of mine has had a similar issue when she was migrated from 3web to Distributel. She was taken through a whole slew of troubleshooting (I was not). They finally determined that no ticket was opened to ensure that the MAC address of her modem would be recognized on the Rogers network.

I am very upset and disheartened and to be honest your tech support does not inspire me to have confidence in their abilities. I have worked tech support so I know all the tricks. I know that they are basically reading from a script. I know that each call should last up to 15 minutes and then you need to try and get rid of the client. I know all about the term “nerd speak”…I invented it. I normally work from home, but since my internet is down, I cannot, and this is costing money.

I do not believe that the issue is with my cable. I have tested my cable and always with the same results…the internet light on my modem continues to flash when it should be a solid light. I believe that either not all the proper steps were followed when my account was migrated or the refurbished modem that you sent me is defective. Although I do not expect my issue to be resolved today, I do expect the issue to be found today, and I do expect to notified today.

I would like to remind you that I have been a happy 3web customer for many years, I am nowhere near being happy Distributel customer and it has only been two weeks. I do not feel that I should be charged a cent for the time that I have been down. I would also like to remind you there are other options out there if you do not feel the need to keep me on as a customer.

Thank you for taking the time to share your experience with us. I will not address all of your comments because one of our Customer Relations Administrator will do that and will also apply credits where credits are due. But for the time being, I just escalated a callback request for you are and you next in line.

Linda
Community Manager

Thu, September 19, 2013

-1 Toronto,
ON
Terrible, terrible, customer service, hour long wait times, 4 days waiting for a callback that was supposedly in the order that I called in on. A day later while I was still waiting for my callback I managed to call in and get through (after waiting another 45 minutes) and sign up. My details were taken and I was given an install date of the 20th. A week later I received a couple of voicemails from Distributel saying that they had taken my credit card number down wrong and needed it again before the 23rd. Not once did they mention any negative effects to my account or install, but when I called they told me that they would have to reschedule my install. Why do I have to be punished for their ineptitude? How hard is it to enter a 16 digit number that someone reads out to you slowly and clearly over the phone?
I questioned why this was the case and was met with a wholly unsatisfactory "it's out of our control". What is out of their control, I don't understand, you just book a technician and then they go out and connect the line. If the customer doesn't pay within a few days you turn off the connection until they do. It's very simple and effective, in fact I used to do this when I worked for a DSL re-seller. I absolutely cannot stand companies that feel they can waste their customer's time with impunity, Rogers has a customer retention department, Distributel is going to need one too.
You are correct. We are experiencing real issues with the wait time right now and are doing everything we can to improve customer's access. As for the installation delay because of our error, I can understand your frustration. But the solution is not as black & white as you suggest and our intention is not to penalize our customers. Perhaps thing were different when you worked with the DSL re-seller but if we disconnect a service, we are charged by the main carrier to reconnect it which in turns creates an additional charge for our customers. Therefore, our policy is to place an order only once we have successfully secured the first payment. That should have been explained by our agent and if he/she did not, I apologize.

Linda
Community Manager

Wed, September 18, 2013

0 Windsor,
ON
Original underserviced but now they are better. Bundles of old are gone, and clearly current pricing is way to much! Thank you for taking the time to share your point of view. But keep in mind that Distributel offers only unlimited downloads.

Linda
Community Manager

Wed, September 18, 2013

-1 Montreal,
QC
I had two separate incidents with Distributel. The first occurred on July 10 and the second on August 29. Both issues were resolved and subsequently I got a credit for each separate incident. For the first incident that occurred on July 10th regarding the answering machine and no service I got a credit for part of my bill for the month of August and the month of September free as told to be by the representative on the telephone. For the second incident on August 29th of no phone service I got a credit for part of the month of October.

My issue today with Distributel is that they did not adhere to the credit of the free month I was given in the month of September.

I spoke to a representative explaining that I got a free month and he stated there was no such notation in my file and there is nothing he can do.

I will like for this issue to be resolved and to be able to actually get my free month which was promised. It seems that if you do not have proof, a written email confirming details of the credits you were actually given then you are out of luck. I have always paid my bill on time therefore I require excellent service from this company and when I am told I am receiving certain credits I expect to receive it. I do not appreciate this being changed on me when we are now in the month where I was not suppose to be billed.

I am a bit surprised by what you are saying and consequently, I strongly encourage you to send an email to feedback@distributel.ca with a copy of your post and your account info so they can investigate. The Customer Relations Administrator will listen to the call in question (it would be helpful if you had a name of a date) and if you were promised a full month credit, I am positive that they will apply it promptly.

Linda
Community Manager

Thu, September 12, 2013

-1 Laval,
QC
My phone and internet is down since last Saturday (5 days now) and I keep calling and calling and calling but no one from tech support answers or returned my calls. Very frustrating. This is not the first time I have connection problem. But no longer. I have decided to move. If you are thinking going with this company, then good luck! If you are still having issues, please send an email to feedback@distributel.ca and a Customer Relations Administrator will make sure you are being contacted.

Linda
Community Manager

Thu, September 12, 2013

0 toronto
I signed up with Distributel and cancelled the account 2 weeks later before a tech came out. Distributel would not provide any refunds so I asked my CC company to reverse the charge. The bank tried contacting Distributel about the dispute but the rep and I waited on the line for 45 minutes and finally gave up after no one answered. I got the charge reversed and Distributel sent the account to collections a couple months later. I contacted the CCTS and it took 6 months for the issue to be resolved. I have recently agreed to pay for the $29 tech fee even though no one came out, as well as the $10 account setup fee. Distributel initially wanted me to pay for the tech, account setup fee, service for 1 month $50, the bank chargeback fee $15, $25 in fees for sending the account to collections, etc which added to $100+. Once I pay the $44, they will be removing the negative information from my credit file. Seems they're a bit desperate for money. BEWARE with this company because once you pay them, you DO NOT have the opportunity to change your mind and get a refund. Also, the wait times are horrid and that's why I cancelled in the first place. Unfortunately, this post being anonymous, I do not have access to your account but the usual process during subscription, is that the agent informs you that the first payment will not be refunded unless were are not able to provide the service. What you indicate is that you choose to cancel although the weels were in motion for the installation to occur. As for the wait times, trust me we are well aware of the sitution and not sitting on the issues, most of our carriers are behind in their installations and this generates an overload of calls. We keep hiring and have no intention to quit improving our internal processes. With that being said, I am confident that we will reach our current goal which is to attain a high level of customer satisaction.

Linda
Community Manager

Sun, September 08, 2013

-1 Rockood,
ON
Since I have been switched over from the no longer 3web my internet has hit the toilet. It took me 20 minutes just to load the darn page to write this review. And call and call as you might but no one will answer the phone, just put on hold for hours! I was told this shift wasn't going to change anything. How wrong they were. At this point I have given up. Will be cancelling my internet and warning anyone who will listen to stay as far away from this company as they can. I'd rather go to the big three. Had bad experience but at least I can get a hold of someone to help solve my problems! I am sure there is a technical explanation for your slow speed and I encourage you to contact technical support as soon as possible. The migration from 3web should have been transparent and not affect your speed.

Please call 1 877 810-2877 and select option 4 (Technical support). I have no doubt they will resolve your issue in no time.

Linda
Community Manager

Thu, September 05, 2013

-1 Washago,
ON
I started with Distributel Long Distance over 10 years ago. I was very happy with their service and was disappointed that we had to cancel our service when we moved to a location they didn't serve. About five years ago we relocated again to an area that Distributel served. We were excited that we could get internet and long distance from Distributel. However; customer service and technical support has continued to deteriorate. I'm almost at the point where I'm going to cancel my service. Maybe they're a victim of their own success? They should start looking after the customers they have rather than trying to obtain new ones. My time is too valuable for me to wait on hold and not get through to anyone. If you're thinking of signing up with Distributel, I would wait until they improve their service. Unfortunately, it seems to be going in the wrong direction. Sincerely, FIVE YEAR CUSTOMER Thank you for taking the time to share your comments with us and please be assured that we are doing everything we can to hire more employees as we are well aware of the current situation. In the meantime, we thank you for your patience.

Linda
Community Manager

Wed, September 04, 2013

-1 Toronto,
ON
We have a room full of bright-eyed and eager new hires who are excited to begin their training today. They will be armed with the tools and knowledge required to provide the level of service and support we have built our reputation on.

As much as I wish we could throw them on the phone right away, they will be ready in the coming weeks.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

February 18,2012


-I guess it was a very small room with only one desk and one phone. What happened to all those bright-eyed people ? huh
My guess is that they are probably now our top agents. But that was 18 months ago. The company has experienced rapid growth over the last few months and we are constantly hiring and training new resources. We are confident that contact problems encountered by our customers will be resolved shortly.

In the meantime, we thank you for your patience.

Linda
Community Manager

Wed, September 04, 2013

Comment Montreal,
QC
Keep your apologies for yourselves, you morons!You always answer with the same stupid excuses, yet your customer service is NON-EXISTENT! When you need to wait 1 hour on the line and still get nobody to talk to, well that is means there is NO customer service.I cancelled my account with you, and it feels great. No need to call  you again, no need to wait on the phone again, and no need to go through technical issues CONSTANTLY.Terrible!STAY AWAY from Distributel! You'll get cheaper rates elsewhere and peace of mind!

Wed, September 04, 2013

-1
I look at it this way. Miss Linda Lessard here is no different than Daniel Brisson. They are here only to defend Distributel and make more false promise and lies. While it's true Distributel has really grown and continues to grow more, they do suffer from a high loss of customers and negative reception. Distributel prides itself on customer service and unlimited Internet at an affordable price. Internet is good and fast when it works, but downtime and troubleshooting can be problematic. Distributel is a hard company to get hold of. Their phone lines are always busy and not available all the time. One thing that's nice is the call back feature but even then the agents are taking their time getting to it. I find the agents to be friendly and helpful, although some are better and worse than others. I found myself being passed off to different departments with different people, and being told several different things. I can tell they were trying but sometimes people are not trying hard enough. Distributel can atract new customers but don't care enough about the ones they already have. For instance, I have gone 2-3 weeks without Internet while Distributel awaits carrier solution. Distributel and other resellers are at the mercy of a monopoly and don't have the power or tools to fix every problem you might encounter. The problem is, Distributel has only an e-mail contact to Rogers and the whole process is ridiculously slow. Distributel will get as much info from you as you can provide, pass it on in the form of a ticket, and tell you to sit and wait tight. It goes in the hands of their carrier and there is nothing else they can do. As the bigger companies have nothing to lose and everything to gain, they seem to like prolonging third-party tickets for as long as they want. Distributel first said it should be no more than 48 hours until I'm back online again, but 3 days passed and Rogers still hadn't gotten back to them. A full week went by and Rogers still hadn't been around to fix it. We were two weeks in and Distributel knows the problem wasn't resolved, but still phone me to ask about it. I told them to check the ticket and sure enough, it still went unresolved. This agent said he would give it his top priority and escalate it forward but another 3 days passed before Rogers showed their face. The tech provided to me from Rogers said sorry it took so long, that this sort of thing would never happen if I was with a bigger provider. I thanked him for fixing it and told Distributel it was now resolved, but that it took far too long. During this ordeal, at no time was compensation offered or given to me on the next bill. It was made clear to multiple of their agents how long I was offline, and still nothing was offered or refunded to me, the customer. I appreciate the people working there and trying their best, but it may never be good enough. We need to just call it for what it is. One of many smaller resellers who is tied at the hands and feet by giants. You will never have more than your headquarters and people working the phones at their desks, but will continue to strive and attract as much of the market as you can. There is nothing wrong with that if improvements are always being made, but things would be so much better in a perfect world, with like their own fleet of vehicles and technicians, their own tech and infrastructure they have access and means to fix. Unfortunately, this is not the case and probably never will be. If you want truly unlimited Internet at a fixed price, with different packages to choose from, then this ISP may be for you. If you want significant periods of downtime, like talking to an understaffed support desk, and then explaining things 10 times to 3 or 4 different people, this ISP may be for you. I'm really sorry you feel that way. Although we do not deny the fact that reaching our customer service takes longer than usual, we do care for our customers.

We also understand your frustration regarding the delays from our carriers, but unfortunately, the agreement with the CRTC is that the main carrier is responsible for all installations and home visits.

With that being said, please know that we really are doing everything in our power to increase the quality and efficiency of our call center and are confident to reach a resolution soon.

Linda
Community Manager

Tue, September 03, 2013

Comment Montreal,
QC
TERRIBLE customer service.
Every time you call, they are experience a higher than usual phone calls AND MY INTERNET ISSUES remain unresolved. And this happens constantly, every time I HAVE to call in.
If you leave your phone number to retain your calling priority, they never bother to call back.
PROBLEMS I've had with this s***** company:
1. CONSTANT technical issues (not able to connect to the 3web account)
2. NO CUSTOMER SERVICE ON THE PHONE - waiting times are sometimes 40 minutes. Of course, after that time you hang up, right? You wate your time on the phone.

This needs to stop.
I am closing my account with them right away.
I can understand your frustration and for what it's worth, we have been hiring for months and it never is enough...We are very much aware of the wait time, but hiring takes time and training is a process that cannot be overlooked. But we are very confident that will reach our goal soon.

Linda
Community Manager

Tue, September 03, 2013

-1 Etobicoke
STAY AWAY FROM THIS COMPANY.
NO CUSTOMER SERVICE, NO MANAGEMENT.

Canceled my service back in July of this year, they are still charging my mastercard, WTF ??? tried calling them , no one answers the phone. Emailed Linda at feedback@distributel.ca twice , waste of time. Terrible service.Now let's hear the excuses from feedback...yeah yeah we are hiring more people, we are in training. I heard that 3 months ago. Trainees still don't know how to answer the phone after all this time ?
STAY AWAY PEOPLE.
With all due respect, I did not receive any emails. When you send an email to feeback@distributel.ca, they are handled by our Customer Relations Administrator and not me. If no one got back to you yet, please resent but make sure to include your account info such as name of account owner and phone number associated with the account along with details of your complaint.

I know they are very busy right now with complaints arising from the carriers installation delays, but I am sure they will get back to you.

Tue, September 03, 2013

-1 Toronto,
ON
Terrible customer service!
1) have been trying to get a hold of customer for the past two weeks via phone - no luck
2) when finally reaching someone I was told I couldn't do anything because my name wasn't on the file
3) asked to be added to account holders file as an administrator once during initial setup and another time via feedback@distributel - Daniel Brisson specifically never made the changes. I am the one that set this account up in the first place. This never happened obviously based on the above
4) finally got a hold of someone and was told I got a hold of the wrong rep and then put on hold again for half hour so I hung up
5) got a hold of someone via chat instead of phone and was told I couldn't make the changes I needed via chat
6) emailed feedback@dist with my concerns and still no answer back. it's been over 3 business days

I'll never use this company again. It seems like it's Distributel's convenience when and how they want to do business. They do not care about the customers time.

Mon, September 02, 2013

-1 Montreal,
QC
You must me kidding me.
I called your service today, September 2nd (YES, Labour Day, I know).
Your recording says that I need to call within business hours!

I also called at least 3 other internet providers and, THEY DID up the phone.

You are very cheap! What serious company does not hire enough staff to answer the phone on a Labour Day?

And keep your apologies for yourselves, I don't need them.

Sat, August 31, 2013

-1 Mississauga,
ON
I moved to new house on 1st Aug 13. I requested installation of internet and home phone on 22 July 2013. The customer service adviced me that your service will be installed on 1st Aug 2013.My bank account was changed on 3 Aug 2013 for the services which was not started yet. As my wife was at home i agreed for installation at any date and any time but Distributel could not get my internet and home phone installed. On 14 Aug 13 I cancelled my account as they were not able to install internet and home phone or give me date of installation. At the time of cancellation of my account customer service agreed to send me postage ticket for return of voice terminal and modem. But till date I have not received any postage ticket. Now Distributel is not refunding my money and want to change $ 100 for voice terminal. I am ready to send voice terminal back but any reason why I should pay for postage charges when Distributel was not able to install internet. They don't have any control of their activities. From customer service we listen only one answer that Rogers is not giving appointment of technician to come to my house and install. Distributel does not have any service standard as to within how many days they will give you service. Even to talk to customer service, one has to listen music for almost two hours. They have call back service but some time they call back and some time they would not call back. If you have to talk to senior supervisor you have to wait another one hour to speak. Distributel senior supervisor call back is 72 working hours (which is almost 5 days of working). I went to another service provider and they were able to install my internet within 5 working days.

I am very disappointed with service / response of Distributel. My advice to you please don't go for Distributel.
Obviously, we may have dropped the ball on that one. If you could please send your account info to feedback@distributel.ca ,we will make sure this is looked into promptly.

Please make sure you mention your post from Canadian ISP and that I instructed you to do so. Also include the name of the account owner and the phone number associated with your account.

Until then, please accept our apologies.

Sat, August 31, 2013

-1 OTTAWA,
ON
Conclusion first: takes a month after calling before you'll get internet, hidden fees and weasel words, "no contract" doesn't mean what you might think.

After 2 years of being with Distributel, and I suggest you avoid them like the plague. Especially if you are a student, or if you live in the Ottawa region. It took a month from my initial call before they set up my internet, twice. Calling in mid August still lead to my internet not being installed until the 3rd week of September, as well as my being billed for the entire month.

They are also a fan of weasel words, so while I was assured that I would not be charged a deactivation fee when I was moving to a new address (or any other fee for that matter), I later discovered that I was charged a $60.00 "reactivation" fee, as well as as $60.00 relocation fee. I would have been better off cancelling my service and opening a new account.

Speaking of cancelling, you can't actually cancel whenever you want as they might lead you to believe. I was told I had to call 30 days in advance before I could cancel, as it says on their website (it actually says 10 days, but they are probably hoping you won't bother to check). Their customer service is also quick to raise their voice and put you on the defensive. After asking why I had to pay for service I wasn't receiving or even wanted when I wasn't under any contract, I was threatened with a collection agency (a scary thought for any student). At that point I was exhausted of arguing and called it quits.

The funny thing is, I was just cancelling my service because I was moving into a new apartment, and my roommate was going to take care of internet this year. Our original plan was to stay with Distributel. That sure isn't happening now.
To begin with, I would like to clarify our Terms & Conditions regarding the cancellation policy. It states: "For cancellation of services, the customer agrees to inform Distributel in writing at least ten (10) days before the next payment due date. This action is required to terminate the process with the financial institutions." This does not mean you need to pay for an additional month but that we may not be able to stop the payment from being taken from your account. As for the reactivation/moving fees, these are also indicated on the Internet product page "A $60 Installation Fee applies to Internet reconnections and/or changes of address." With that being said, I'm truly sorry to hear about your less than stellar experience but would like the opportunity to resolve any outstanding issues if you will allow to do so. Please send your account info (name of account owner along with the phone number associated with the account) to feedback@distributel.ca and one of our Customer Relations Administrator will investigate the issues you mentioned and will get back to you.

Thu, August 29, 2013

-1 Kitchener,
ON
I cannot begin to explain the ridiculous customer service we have had with this company. It is has come to such a point that I believe that we are being manipulated and gouged by Distributel. We have had no internet service now for over 2 months. We have been told it was a line issue. When it was supposedly fixed we still had no internet. Then it was our modem. We received a new modem and that did not work. We were told that a Roger's technician would be dispatched that never happened. We have been waiting for any kind of for over a month now. We both work full time so staying on the line for over an entire hour or more is not logical. We use the callback feature yet we never get calls back and if we do it is when we are not able to respond. Finally 2 days ago we were able to speak to a customer agent. We asked about the status of our service and were told that there was no info on anything in over a month. They could tell us nothing. We decided that enough was enough and we indicated that we were going to cancel. The girl confirmed that we indeed wanted to cancel our service and then promptly hung up on us!!! We imediately called back only to be told that due to overwhelming demand that we had to wait. We entered our number for a call back and guess what? They never did!!! This is beyound ridiculous and with the overwhelming amount of customers that I have read about on this post I suggest that we consider banding together to show this company that the way they treat their customers is going to cost them. I have never had any experience like this iin my life and I am frustrated in a manner that is sickening. We are being held hostage by our ISP and they are still deducting money from our account while not having internet or a decent response for over 2 months. I feel like I live in a third world country. I will never support your company and will go out of my way to let everyone I know about this experience. Shame on you Distributel!!! I sincerely apologize for all the inconveniences you have been experiencing. It is never our intention to leave our customers without proper service. As for the cancellation request, we identified and corrected a bug in our phone system that for some reason disconnected some call during inter departmental transfers.

If you could please send your account info to feedback@distributel.ca with a phone number where you can be reached, I will make sure someone calls you back promptly.

Linda
Community Manager

Thu, August 29, 2013

-1 Mississauga,
ON
The internet connection has been acting up as of late (several weeks). Extremely slow connection throughout the entire day and it's been having trouble connecting to servers across North America. We were fond of 3web and their service. The internet was fine and the speed was always as promised with little or no problems. We decided to call them and the customer service didn't reply for 2 hours. When they did call back, we were told we were being transferred to a technician and the line suddenly closes after a few minutes. We call back and join the hold queue again and we receive a phone call back in an hour this time. We were being transferred to a technician again, this time from 3web. We suddenly found ourselves in the same hold queue for over 20 minutes.

After this experience, and reading other reviews, concluding that this company has no more than 5 members in their entire staff is not far fetched.
We are sorry you are having problems reaching our technical support. Regardless of the fact that we have a little over 150 call center agents working full time, it is still not enough. But we are presently hiring and are confident that soon, we will have a more than sufficient number of resources to better assist our customers. Until then, we thank you for your patience.

Linda
Community Manager

Wed, August 28, 2013

-1 Montreal,
QC
It is very difficult to get technical support. I have tried calling all day today because I have had no home phone service for the entire day and I have yet to reach someone, anyone. I get placed on hold and there is no response. Nothing at all.
Can someone get back to me!
I would love to have someone call you back but I need your phone number. Can you please send it to feedback@distributel.ca?
Thank you

Mon, August 26, 2013

-1 Toronto,
ON
Horrible customer service. They don't care about you once you sign up. We actually do care. If you need any assistance and than an agent was not able to assist you properly, please send your info to feedback@distributel.ca.

A Customer Relations Administrator will contact you to resolve your issues.

In the meantime, please accept our apologies for any inconvenience.

Linda
Community Manager

Mon, August 26, 2013

-1 Toronto,
ON
My fiancée and I moved into a new home in April. I spent weeks reading up on different internet service providers because I wanted the best service for my money. It came down to Distributel, Teksavvy and Rogers. After all my research, I decided on Distributel even though I read many complaints about their customer service... But I figured I would never have to deal with Customer Service if the actual Internet service was good.
I ordered the connection weeks in advance so we would have Internet the moment we got the keys to our first home. I decided to base everything on our Internet Service, we use VoIP for our home phone, we use Netflix and other streaming services for TV, I've setup a Nest thermostat incorporated into our home automation system and even our security system and cameras are accessed over the Internet.

Everything was running fine until 2 weeks ago when I noticed we had no Internet. I didn't pay too much attention because outages happen.
The next morning while I was getting ready for a wedding our Internet was still down so I figured I would call to see what was up, and when I did I got the usual "Higher than usual call volume" message so I left my number... 2 hrs later I get called back while on my way to the wedding.

I asked the CRS about the outage and after taking my info I'm put back on hold for 10 mins...

He comes back and tells me my service has been canceled!!
I ask him what he's talking about and he informs me that a month or 2 back I asked to have my auto-payment taken from a different account, but there was an issue so I had to have the auto payment put back on the original credit card that had been paying my account for MONTHS BEFORE WITHOUT A PROBLEM.

He continues to tell me that when this all happened, somehow someone at Distributel forgot to reattach my credit card to my account and now my service had been canceled.

I was in complete shock that this could happen and argued with him for answers but eventually I just gave up trying to understand and told him to just turn my service back on....

At this time he tells me,
no problem, he'll have someone call me to schedule a reconnection at my home in about 10 days.
I was stunned!
"What?!? You mean to tell me that someone came to my house and physically disconnected my Internet without any notice? And now I'm expected to not only go 10 more days without Internet BUT I'm supposed to take time off from work to wait for a technician?!?!?"

The CSR's answer was "Yes"!!!

After arguing some more, I finally just asked for a supervisor.... I get put on hold and promptly hung up on...

Not being able to deal with anymore since I was now in a church parking lot I just gave up.

For the next few days, starting Monday August 19, my fiancée and I separately called and every time we spoke to a level 1 CSR and then asked for a level 2 or 3 we got hung up on. Only twice out of maybe 8 calls did we talk to a "supervisor" and both times no one offered any help. And really how is it that I'm supposed to trust a company with my Internet when they can't manage their own phone systems?

I completely understand that the fault is not solely Distributel's. I know that Rogers is to blame for this too because everyone is at the mercy of their technicians. I've had to sit around many times waiting on them in the past and that was one of the reasons I refused to use them as my ISP or any service they provide, as well as their ridiculous prices for those services. Unfortunately there is nothing anyone can do because they own the lines, so only they can connect us. But, I wouldn't be dealing with any of this if Distributel had just contacted me in the first place when a payment was missed, especially since my account was previously in good standing, and maybe I wouldn't be so upset had Distributel had some competent employees who didn't argue back and actually tried to fix the problem instead of just apologizing or getting defensive.

Distributel should have a contingency plan in place to deal with things like this. A front of the line deal that gets people back on track as soon as possible. Especially since this was 100% their mistake, they should be FIGHTING to keep me.

We're in the process of planning a wedding and honeymoon and this has really thrown a wrench in our planning. We've had to resort to tethering our cellphones just so we can get things done and that would be fine if it weren't for the astronomical cellular data costs we have to pay in overages.

I'm a techy person so I have many people that value my opinion when it comes down to these things. In the few months that I have been with Distributel, I have convinced 4 households to sign up. Now I regret that because I fear they too will one day have to deal with customer service when something happens.

I have already contacted Teksavvy and they can have me up and running a full week before Distributel. Why is that? Do they have a better deal with Rogers? Did I make the wrong choice? I did see the complaints about Distributel's poor customer service but I chose to ignore them. And now I'm paying for it. Honestly though, I'm really turned off by all these internet cable companies because they all depend on Rogers so in the end I might just settle for slower DSL (and I'm not talking about Distributel's DSL) or Fiber.

I am extremely dissatisfied with the (lack of) customer service I have received from Distributel and sincerely wish that I had paid more attention to the negative feedback I had read about the company before signing up with them. I hope my experience will help others when they too do their research. Distributel when working is fine, but god forbid you ever have to call them.... I for one will be putting more importance on customer service as opposed to getting a song or buffering a movie a couple of seconds faster.

And as a side note, there is a campaign currently running on radio and TV by the big Canadian telecoms crying about how UN-Canadian it is to let an American telecom (Verizon) come into Canada to "steal" our jobs and "piggy back" off our infrastructure... This is exactly what these monsters need, Some real competition, unfortunately nothing will change because they WILL be piggy backing off the big Canadian companies, so again we're all at their mercy. As for stealing jobs... Which? The ones Rogers and Bell outsource? What bull.

A dissatisfied and fed up customer
Nelson
I believe we have resolved your issues. If not, please send your info to feedback@distributel.ca for a follow-up.

Linda
Community Manager

Fri, August 23, 2013

-1 Calgary,
AB
Ordered 2 weeks ago and I received an email that the order will be processed within 48 hours.

One week later I tried calling them, after 30 minutes on hold I gave up. After 1 hour waiting for chat I asked what's the deal. They had no clue.

They said they will call me back, never received anything. Tried again calling them and after 30 minutes on hold I gave up.

I am concerned when I have a problem with the speed of this service desk.
Has your problems been resolved? If not, please send your account info with a copy of this post to feedback@distributel.ca and a Customer Relations Administrator will contact you. Thank you

Linda
Community Manager

Tue, August 20, 2013

-1 Ottawa,
ON
I just sent this email to feedback@distributel.ca

I have been a 3web customer for most of 3 years now and recently thought about switching to the FTTN15 with Distributel. I also decided to get your VOIP phone at the same time. Due to certain issues I decided to go with Bell as they have TV as well unlike Distributel. But now I want to cancel my order before I receive any of the service as well as the modem and phone box but I will not get the approximately $70 refund when my service has not even started yet. The "Senior" customer service agent refers me to a certain clause in the terms and conditions where it says
"For bundle packages such as internet and internet home phone service, the acceptance of the order is conditional on the payment of the first invoice which includes the activation fees, installation fees, and the first billing period of the chosen services. The payment is non refundable unless the service is unavailable or Distributel is incapable of providing the service to the customer."
But when I was doing the ordering no one and I mean no Distributel agent thought it to be their prerogative to tell me that once I take the service, UNLIKE EVERY OTHER COMPANY OUT THERE DISTRIBUTEL (GOD'S GIFT TO MANKIND) DOES NOT GIVE MONEY BACK EVEN IF SERVICE HAS NOT BEEN ISSUED... WHILE EVERY OTHER COMPANY EVEN GARBAGE LIKE ROGERS BELL AND VONAGE HAVE A 30 DAY MONEY BACK GUARANTEE... DISTRIBUTEL THE FASTEST GROWING ISP IN CANADA, WHO ARE GROWING SO FAST THAT I WAS ON THE PHONE FOR TWO HOURS JUST TO SPEAK TO ONE AGENT THEN WHO TRANSFERRED ME VIA PRIORITY TO THE SENIOR CUSTOMER AGENT (WHICH TOOK ANOTHER 30 MINUTES), DOESN'T DO IT.
Its already too late tonight so I was unable to speak with my credit card company but I plan to speak to them tomorrow to halt the payment or open an investigation.
Now I wish I just simply quit 3web as soon as I learned Distributel acquired it as I have read hundreds of bad reviews for Distributel.

PS. If anyone was wondering where the nice little T&C was... Its at the bottom of the webpage (once you click on the tiny Legal link) you have the terms and conditions
I retrieved your email complaint to feedback and will get back to you asap. In the meantime, please know that unlike the incumbents, service resellers do not offer such guarantee. However, we do not usually apply the non-refund term and condition policy to the letter in situation such as yours. I apologize for the inconvenience and also for the miscommunication from our agent. I'm sure we will find a resolution that is satisfactory to both parties.

Linda
Community Manager

Sun, August 18, 2013

-1 Montreal,
QC
Honestly, I had so much trouble getting this stupid service connected, but then it was. For the first few months, ran like a charm.... until last week. Half the time my internet shuts off, and I spend half my day trying to get it to work again. Of course, tech support claims its on my end, its my wifi, my wireless card, etc. When I clearly see the router isn't doing anything! This service is a joke. Stay away. I'm asking for a full refund, every month of shitty service I didn't receive. And if they refuse it, they will be hearing from my lawyer. There is no reason to stick with them, especially when the big telecom giants are now offering unlimited for 10$ more a month. Fuck distributel, stay away, don't give them a penny. I hope your company shrivels and dies. Refunding my activation fee won't satisfy me this time. If you haven't done so already, I strongly suggest you send a copy of this post to feedback@distributel.ca so someone can look into it.

Thu, August 15, 2013

-1 Oshawa,
ON

Review 1

AVOID LIKE THE PLAGUE IF YOU RESPECT YOUR OWN SANITY. Service up and active and paid with no problems for 6 months. I kept getting call saying there was a issue with pre auth payments. EVERY rep I spoke to said they couldn't authorize(MasterCard said "there has been no attempts to debit the account" nor did the chequing  pre authorization form reach Distributel) Shoddy Numerous HOURS not minutes spent calling in/trying to email to get service and absolutely nothing. I guess with all the complaints I've read their one rep can't possibly handling all three levels of service that progressively get worse and you go from level one rep to level three rep.So forward 5 months, with a CREDIT on my account they cancelled my service citing that pre auth issue. I called and they stated 2 weeks after they cancelled I would have to pay to reconnect?????  Went through all that crap and was offered a $60 reconnect fee and higher speed service.... Well 3 weeks after that date no Internet and no USEFUL CUSTOMER SERVICE EITHER BY MAIL EMAIL OR PHONE.I guess "NELLY" the rep I finally got last night isn't actually real and beyond that nothing. 2 HOURS WAITING AND ZIP NADDA ZILCH. I can go to Rogers yet because I CAN'T GET A HOLD OF ANYONE TO CANCEL AND HAVE MY SERVICE RELEASEDAVOID AND TELL YOUR FRIENDSI HAVE, THANKFULLY FRIENDS WON'T HAVE TO ENDURE THIS CRAP.

Review 2

@Linda Community Manager

See last post

Instead of pandering and actually promptly responding to THIS SITE and NOT TO THE ACTUAL CUSTOMER, why hasn't anyone contacted me? (except for your feeble forum response) I have after all left several emails, and not just from today. How many more emails to feedback@crapservice do I have to leave to cancel and have Distributel release my line (ILLEGAL PRACTICE CORRECT???)

Account 450868 I'm sure my contact information can be found there as well. Lets wait and see how many months I can go without service at your expense! CAN'T WAIT !!!

Review 3

AGAIN @ Linda COMMUNITY LIASON???


The third day... Could not get through to a service rep at all!!! AGAIN! Third (3rd day) does anyone work there except for the people they employ to reply with utter crap on this site? 19 days and counting. No service and no service reps to accept my cancellation! I suppose they are way to busy training new people to do what? Nothing???? Account number 450868 I WOULD APPRECIATE IF UOU COULD FOWARD MY REFUND TO MY ADDRESS AND HAVE MY SERVICE REALEASED. IF YOU CARE TO I HAVE POSTED AND WILL UNTIL I HEAR FROM A DISTRIBUTEL EMPLOYEE WHO WILL ACCOMPLISH THE ABOVE


AGAIN IF YOU ARE LOOKING FOR A INTERNET PROVIDER ON THE "UP AND


FYI.....DISTRIBUTEL IS NOT THAT COMPANY. IM NOT COMPLAINING BECAUSE I OWE DISTRIBUTEL AND THEY CUT MY SERVICE IM COMPLAINING BECAUSE WITH A CREDIT ON MY ACCOUNT THEY CUT**** MY SERVICE OFF, THEY TRIED TO SCAM A RECONNECT FEE ETC...


DO NOT DO BUSINESS WITH THIS SHODDY COMPANY AT PEAST WITH ONE OF THE BIG COMPANIED YOU CAN ACTUALLY CONTACT THEM!!! @CRTC @BETTER BUSINESS BUREAU PLEASE HELP.

Admin note:

Multiple reviews & ISP responses merged into one. Please keep the language professional and without accusations of illegal behaviour: That is for a court to decide, not a public forum.
-Marc

Response 1

Please send your account info along with a copy of your post to feedback@distributel.ca and I will make sure someone contacts you asap. In the meantime, please accept our apologies. We are currently hiring but this process is long as we need to train our people before they can be efficient. But don't despair. We have no intention of giving up our goal of offering top quality service.

Linda
Community Manager

Response 2

I am sorry you feel this way. We are aware of the difficulties in contacting us and have launched a mega hiring campaign to increase the number of available agents for our customers. Unfortunately, hiring and training takes time and we are doing everything in our power to resoble the situation.

Now, according to your file, you already managed to speak with someone regarding your issues. Your account has also been canceled and will be credited accordingly.

I trust this will be found satisfactory. In the meantime, please do accept my apologies.

Response 3

See previous post.

Wed, August 14, 2013

-1 Mont-Saint-hilaire,
QC
THIS IS THE WORST COMPANY EVER!!!!
1 year ago when i signed up to get the service it took them Over 30 days to get the service installed after a promised date of install came and when and me paying fo rthe service. I asked for a credit that hey acknowledged but NEVER issued I am Still WAITING 1 year later. Calling them is the biggest pain because you have to wait for HOURS to talk to someone and then WAIT again for hours to talk to a "senior agent" that does nothing more..

Now fast forward to Today. I call to cancel my service, They say i have to give 10 Days notice before my next billing date. This Practice is ILLEGAL in Quebec as the consumer protection laws clearly State that i can cancel at anytime and not pay for a service after the cancellation date.

Here is the exact text on the Office's site :

Vous souhaitez mettre fin à votre contrat de service d’accès à Internet? Voici comment procéder.
Préavis nécessaire ou non?

Si votre contrat de service d’accès à Internet a été conclu après le 30 juin 2010 inclusivement, vous êtes en droit d’y mettre fin en tout temps. Il suffit d’en aviser verbalement ou par écrit votre fournisseur de services, idéalement par courrier recommandé.

Si c’est ce que vous voulez, votre contrat peut prendre fin au moment même où vous avisez votre fournisseur de services. Rien ne vous oblige à donner un préavis. À partir du moment où vous annulez, vous n’êtes plus tenu de payer pour le service.

Si votre contrat a été conclu avant le 30 juin 2010, votre fournisseur de services pourrait avoir le droit d’exiger que vous lui transmettiez un préavis (par exemple de 30 jours) avant de mettre fin au contrat.

And a google translate for everyone to understand :

You want to end your contract with Internet service? Here's how.
Notice required or not?

If your contract Internet service was concluded after 30 June 2010 inclusive, you have the right to terminate at any time. Simply notify verbally or in writing your service provider, ideally by registered mail.

If this is what you want, your contract may be terminated at the same time you tell your service provider. You do not have to give notice. From the moment you cancel, you are not required to pay for the service.

If your contract was entered into before June 30, 2010, your service provider may have the right to require that you send him a notice (eg 30 days) before terminating the contract.


Now i have to WAIT for another 4 days for a supervisor to contact me about First of all my service credit that i never recieved when i signed up and the cancellation of my service immidiately as per Quebec Law.

I am so sorry to hear about your less than stellar experience with us. It is clear to me that the person you spoke to misinterpreted our cancellation process. If you could please send your account info to feedback@distributel.ca along with a copy of your post, our Customer Relations Administrator will look into it and apply the proper credit and we will also make sure the agent receives the proper coaching to insure such a situation does not happen again. In the meantime, please accept my most sincere apology.

Linda
Community Manager

Tue, August 13, 2013

-1 Calgary,
AB
I wish I looked at this forum before I signed up for its services.
I was with 3web and I never had so many issues.
The phone was not working since day 1.
Chatted online with them is a waste of time. The online chat took an hour just to verify your account and to tell you to call the tech support.
The tech support never answers the call, I waited over an hour and still no one answered the call. Wonder if there is actually anyone works there.
When they are working, I'm working. When I call them after work, never receive a call back. Finally talked to the tech on Saturday for 40 minutes on my cell and thought they finally fixed my home phone. Absolutely not!
How much time, money and efforts I have to spend before I can get its services straight.
If you are still having problems with your phone, please send an email to feedback@distributel.ca and someone will look into it for you.

Tue, August 13, 2013

0 Markham,
ON
Internet is mostly okay BUT I have noticed around 6:00pm EST on weekdays it will stutter and disconnect for up to 10 minutes, causing a lot of headaches because I am often gaming during that time.

This is my only complaint.. is there any explanation for this?
I am not a technician, so all I can do is attempt to explain how things work.

From what I understand, the only explanation is that you are on cable internet as DSL and/or FTTN does not react that way. Our Cable Internet is provided from one of our Cable Carrier's Central Office. From the central office, the line goes through a "Modem Termination System" which stores all of the carrier's (and their resellers) Modem information (via MAC Address). From the Modem Termination System the line is brought to the customer's neighborhood via a Fiber Node. In turn, the Fiber Node provides the entire neighborhood with cable internet and distributes the allotted bandwidth. Meaning that if the Carrier has allotted 50mbps to a Fiber Node, if 20 of the customers which that node services are online at the same time, they may experience a lack of speed. In general, the range period between 6pm & 7pm is the busiest time of day, which could explain the problem you are having. I hope this helps. If not, I encourage you to troubleshoot your service with our technical support team.

Tue, August 13, 2013

-1 Ottawa,
ON
Horrible internet service provider ever! My nightmare started when 3web was migrated to Distributel. The whole story will be uploaded later.

Thu, August 08, 2013

-1 Pembroke,
ON
My dealings with this company was troubled from the start but with lots of my time with them the initial problems got finally resolved. Then there was only one problem with their modem, which they persisted to finally solve. Which again it took lots of time on my part. Then service was very good with them. It was when I was moving and CANCELLED my service that my REAL problems started with this either 'dishonest' or 'incompetent' company. A month after I canceled my service and personally returned their equipment right to their office, that they started to bill my CC again. When I contacted them and after hours on the phone, finally talked to their Senior Agent, he started to 'blame me' that the paper work was not done correctly by the person at their front desk. Then when I said I was calling my CC company to challenge the charge, he asked that I just wait for the next months charge to 'clear' and he was at that very moment, putting through the 'credit' for both months and that way all would be easily settled for me and them. My fault was that I 'believed' this liar!!! Of course, the next month's charge went through but NO CREDIT and when I just contacted my CC company, there is still no credit showing, though the second month is nearly over since the 'credit promise'. There is very little reason to 'believe promises' of even their 'Senior Agents', when they say they are 'doing something to settle matters at that very moment'. Beware when they have your credit card, unless you want to waste lots of time, energy and money with this 'lying' company!!!! I'm sure this is a misunderstanding and that we can fix it without delay. If the problem is not yet under control, please send your account info to feedback@distributel.ca along with a copy of your post and our Customer Relations Administrator will look into it for you. In the meantime, please accept our apologies.

Thu, August 08, 2013

1 Edmonton
I've been with Distributel for a year now. BEST ISP in Edmonton in my opinion. They're never down and I always have fast download + upload speeds. Only complaint was that it took some time to get set up and they refused to use my existing SB modem and made me buy another one (same model). customer service is a bit daunting but once you get past that it's all OK from there. If you're looking for a good unlimited DL package stick with these guys. They clearly know what they're doing.

9/10
Thank you for taking the time to share your comments with us. We appreciate any kind of feedback, but obviously, positive ones are the best kind.

Thu, August 08, 2013

-1 gatineau
To be continued.... I requested to cancel services with Distributel on July 22 and was told that it would happen on Aug 1. Today, August 8, I still can not get services from different company because Distributel is listing me as their customer. Time to get in touch with Office de la protection du consommateur. I can understand your frustration. Unfortunately, although we send our cancellation request to the carrier as soon as cancellation is processed, it can take the carrier up to 10 days to actually disconnect the service. This is not a problem when your are switching ISP but remain with the same carrier. But if you change entirely, it can indeed become a problem. I truly apologize for your problems. If we can be of any assistance, please send an email to feedback@distributel.ca

Wed, August 07, 2013

-1 Guelph
I have never had to wait long on the line with Rogers but every time I call Distributel it is at least an hour wait. Every time.

It was April 12th, I came home and the internet was down. We had a bad storm and I heard we lost power here so I thought perhaps a surge hit the modem or branch fell down or winds knocked out the cables outside. But the next day, I had the internet so I didn't think anything about it. But I kept having the internet die off for short periods of time. I called Distributel and they put in a tech support request to Rogers and we scheduled 3 times when the technician would be able to come over to have a look: Friday evening, all day Saturday and Sunday. Sunday morning I called to see what the eta on the tech was and I was told that they decided that they didn't need to come out, probably because the problem was intermittent and when they checked it was working. I was very annoyed that no one had called to let me know and I wasted all that time waiting so I was reluctant to call back for another tech to pull the same stunt on me. Ever since then I'd have the internet go down for a bit but come back up. It would be a few hours and then it would be a day here and a day there but mostly I had the internet so I kind of worked around it because I knew since it was intermittent and Rogers would not come out if it was on which for the most part it was.

Then in June it had gotten so bad that I usually didn't have the internet for days at a time. Then it just never came back. I called Distributel and they requested a Rogers tech to come out even though I suspected that it was the modem. They said the response from Rogers would be faster and they would have to mail a modem which could take 5-10 business days so I agreed. A Rogers tech came out Sunday July 7th and worked with the lines and got me a much stronger signal and he said after that if I didn't have the internet then it was the modem and to call Distributel back. When he left the internet was not back on so I called Distributel and they said they would ship out another modem and I requested they mail it to my work address since no one would be here during the day and they said that would be ok and took my business address down. Then in a day or two the internet came back for a few days before dying again completely. I have had no internet at all since July 12th. On July 16th I got a notice on the door that they had tried to deliver the modem here at the house but since no one was home it was being stored at the postal outlet at 358 Speedvale. Since it was in my landlady's name I couldn't pick it up so it waited there for 15 days and would be shipped back.

I waited on the phone for 3 hours yesterday, spoke to 2 representatives and was finally being transferred to a manager when I was disconnected. But what they have told me so far is that until they get the other modem back they cannot ship out another modem and they do not have technicians who can bring in the modem and set it up to make sure it is working because they do not have any technicians at all. None. They just use Rogers when there is an issue. I am positive that the gentleman who originally transferred me over from Rogers to Distributel was not from Rogers because he said someone would come by to check his work on the outside of the house. Also I've been told that they cannot mail the package to me at work because I am not listed on the account as having that ability and my landlady would have to contact them to let them know it would be ok to mail me stuff.
I emailed my landlady today requesting we go back to Rogers and I am now on the phone to complain to a manager, it was 40 minutes to speak to someone to upgrade me to a senior staff member and now its another 30 minutes waiting. Horrible service. Horrible company. If anyone ever asks me for ISP recommendation I will recommend they avoid this company like the plague.
Considering these posts are anonymous and that I have no way of accessing your account to see the big picture, it is hard for me to comment. However, one thing is for sure, if you are not listed and/or authorized in the clients account, it certainly explains why we could not send the modem to an alternate address.

If your problem has not yet been resolved, I strongly encourage you to send this post to feedback@distributel.ca again along with your account info so we can investigate further and find a solution that is satisfactory for all parties.

Wed, August 07, 2013

-1 Calgary,
AB
Absolutely terrible customer and technical service. On hold for hours, they don't return requested call backs. They will leave you on hold when they are not even open. I was without internet for over a month. Finally talked to a Tech when I was at work and he told me he couldn't help me unless I was home. A couple days later I get through again while I am at home and the Tech says there is nothing he can do and needed to send a Shaw Tech, to boot could not even give me a confirmed day for Shaw to come.I asked to cancel my account, was passed through to someone else, on hold for another hour, this person told me they couldn't cancel my account and I had to talk to a Senior Manager, I just hung up as I did not want to be on hold again. Called the next day and cancelled, and the person was so happy to do so. A couple weeks later Distributel calls me to tell me Shaw is coming the next day...obviously departments don't talk to each other. I tried calling Distributel to cancel this service call but surprise I requested a call back and no call back and Shaw showed up when I was not there.
All and all, the company is a huge nightmare and I advise everyone to stay away from them.
I can understand your frustration, but please be assured that we are doing everything in our power to improve the quality of our service as well as the response time. We have numerous new hires in training and are looking for more. We are confident that you will soon see a major improvement at that your opinion will change. Or so we hope. Until then, please accept my most sincere apology. It is never our intention to leave our customers without proper service.

Tue, August 06, 2013

Comment edmonton,
AB
I commented below. What a joke. Your repeated claims that your phone issues have been fixed are bogus. You have fixed nothing. I was without internet for over 10 days. Finally a call came after all this time and unfortunately I missed it. They said there were issues in my area. Do you clowns even know what is going on. It was working when I got your call. And the promised credit never showed. You just took the complete amount out. Listen people..run as fast as you can, unless you like lip service with Zero results. I went to the bank an put a stop payment on the next withdrawal. You idiots can chase me around for a while. I'm sure you will call when the payment doesn't go thru. I have never missed a payment, and all i want is what i am paying for. I will be filing a complaint with the CRTC and I seriously encourage all on here to do the same. Read thru this entire thread....nobody is happy and there have been zero resolves to any of these issues. Good riddance. You did not have to lose me as a customer. BUH BYE
For what it's worth, we did fix our phone issues but nonetheless, we encountered a huge amount of calls due to the Ontario outage and as a result, lost many calls. For that, we truly apologize. As a last result, when you do not receive the service you are entitled too, I suggest you send an email to feedback@distributel.ca. This way, the Customer Relations Administrator will contact you and solve your problems at the source.

Tue, August 06, 2013

-1 Ottawa,
PE
I sent questions to Distributel feedback email address. Can't get a straight answer..I'm with 3web and wants to know if I buy (how to) a docis 3 modem from distribtel..can i use this modem on a 6meg plan..they could not answer the question with a yes or no .   could not get their phone support neither...
Review 2

Distributel management is hiding behide the call supports...you can't get to talk to a management or get straight answer.. Went to Nepean Street..Distributel...no better help from receptionist. she is ok. After all the hassles, I finally decide it is not a company to deal with long term.. will contact my credit bank to ensure no payment credit from this company after Sept1..2013

Admin note: Multiple reivews in the same month merged to one

I'm surprised our people could not answer this question as it is pretty straight forward. The answer is YES. Although this generation of modem was created for higher speeds, it can also be used on a lower speed plan as long as it is a cable connection. I will make sure the information is populated to our group. So thank you for taking the time to bring the issue up.

Response 2

The easiest way to access management is to send an email to feedback@distributel. ca

Sun, August 04, 2013

-1 Sainte Julie,
QC
Oh... you wanted internet with us??

Distributel seems great from the outside. I called and the nice lady on the phone told me it would take 10 buisiness days to get set up. Great! I couldn't wait to get unlimited internet...

The date the technician was supposed to come came and passed.

And then calling it was now "10 days was a tentative date and not an official date" "you will probably get internet one day probably maybe one day maybe next week maybe maybe maybe..."

I am still waiting and have paid 130$ for absolutely nothing.

Very mad.
Has your installation been completed? If not, please send your account info to feedback@distributel.ca and they will escalate and follow-up for you. We apologize for the inconvenience. Being a reseller comes with some limitations but be assured we do our best to improve the speed and quality of the service.

Wed, July 24, 2013

-1 Toronto,
ON
Stay away from this company. We all know that some companies have bad customer service but it's not so bad that they don't pick up nor be unable to solve your problems. But this company...damn. Distributel's customer service is on a whole new level of BAD. It took me 2 whole hours to get someone on the line to help me out. I am a gamer and my internet keeps disconnecting and connecting every 5 minutes. I also noticed that the speed went down from 30-35 Mbps to around 20-25 mbps. Horrible company. Even roger's "bad" isn't as bad as this. As mentioned previously, we have encountered some problems with our phone system and it has since been resolved. If you still have problems with your Internet connection, I urge you to call back. In the meantime, please accept our apologies for any inconveniences.

Wed, July 24, 2013

-1 Toronto,
ON
BUYER BEWARE!!

Do not even call this company. I had horrible unusable service. I gave them a couple months to fix the problem. They said if they could not fix, they would credit. I was getting 100kb download and 15kb upload.. NO JOKE. After a couple months they said they could do nothing, but changed their mind and would not credit my service. This is even with recorded phone calls with them promising to credit if they cannot fix.

I had to call my credit card company to reverse the charges.

WORST EXPERIENCE EVER!! DO NOT USE!
In situation such as yours, it is essential you ask to speak with a Customer Relations Administrator. They are the only one authorized to apply any kind of credits (when credit is due). If you still have not had a satisfactory resolution, please send your account info to feedback@distributel.ca with the details of your complaint and someone will get back to you.

Wed, July 24, 2013

-1 Toronto,
ON
The customer support has no respond for 3 days. I have been leaving call back numbers and waited for hours and no one pick up phone... I am a 3web customer for years and it is time to change to another ISP if distributel don't like me to continue. Of course we wish to keep you as a customer, unfortunately, we have had a huge amount of calls in the last few weeks and our phone lines where not prepared for it. The problem has now been resolved, so if you are still having problems, please call again. In the meantime, please accept our apologies for any inconvenience this may have caused.

Tue, July 23, 2013

-1
ON
I had a terrible experience with this company, it was mostly dealing with customer care more than the service itself. I was shuffled through the call center and passed around from one agent to the next, always getting someone new who had no clue what the other was doing....all in all it took a few weeks to get my service going again and Distributel wasted a lot of my time over the phone, I would hate to have to call their support unless some serious improvements are made. Thank you for taking the time to share your comments with us. We heard what you are saying and for what it's worth we are in the process of reevaluating the way our calling queues are managed. That should certainly reduce the wait time and improve our customers satisfaction.

Tue, July 23, 2013

-1 Vancouver,
BC
I was with 3Web for the longest time until Distributel bought them out. Shortly thereafter, they raised my rates by 30% and lowered my internet speed.. all in the name of 'better service"?!

This is an evil company that should be avoided at all costs.
I can understand your frustration, but do not agree with what you state.

Yes, there was a rate increase, but as far as lowering the Internet speed, that had to be your choice, not ours. All of our 3web customers were suggested a certain speed that was closest to what they had before, but they also had the option to choose from any of the available speeds.

Also, it is important to mention that the new rate is still extremely competitive in today's market and below what any of the main carrier can offer.

Tue, July 23, 2013

-1 Edmonton,
AB
Poor, Poor company to deal with. My internet has been out for 5 days. Called customer service each day, they put me thru to tech support and they never answer, or return your call. I called and asked to speak to a manager or supervisor. She told me she was transferring me to a line that would be answered. Waited like an idiot for 1 hour and no answer. Sent 3 e mails to their feedback email, 3 to tech support and not even the courtsey of 1 response. I asked each time if their was a head office number that I could contact and nobody could give me one. Hiding out and counting our money I guess. Tomorrow will be day 6 and I am going to the bank to put a stop payment on the next withdrawal. Yet these clowns want a 10 day cancellation.....they cancelled me. For a company tring to establish them selves in western Canada, they are going about it the wrong way. Every where I look in the net these guys have a bad rep. To bad, I should have done more reserch. To bad, because I like to support the underdog. Oh ya, here is a funny one, for laffs I called and pressed 1 to set up internet, go figure,,,,,they answered right away. I apologize for all the inconveniences caused by the problems in reaching us. We are well aware that our phone system had mishaps in the last few weeks and we are working overtime to compensate these issues. Please be assured it is never our intention to leave our customers without service. As for being able to access the sales department, this should not be a surprise to you. No matter what company you call, the sales department is 'always' less occupied then the customer and/or support departments.

Tue, July 23, 2013

-1 Mississauga,
ON
I initially ordered Distributel internet at the beginning of June. The technicians came in several times but were unable to connect us.The Bell and the Telecom technician kept passing the blame. I`ve called Distributel countless number of times. Each time I waited between 40 minutes to an hour only to hear a bunch of excuses. I finally cancelled my order and was still charged for the technicians who came in and did nothing. It has been well over two weeks since I sent my modem back and was told that the refund would immediately follow. My initial payment was for 116.00 dollars which included the connection fee and the Internet service fee from June 20th to August 4th. I still haven`t received the refund and it is impossible to get in touch with Distributel.
This has got to be the worst company ever. My father is the president of the Canadian-Bosnian Association which numbers thousands of members. We`ll be definitely issuing a warning to any Bosnian-Canadian to stay away from them.
If you still haven't received your refund, please send an email to feedback@distributel.ca along with your account info and one of our Customer Relations Administrator will look into it for you.

Mon, July 22, 2013

Comment Gatineau,
QC
To be continued.. Today is July 22. Distributel still doesn't know when technician will be available. Decided to go ahead and cancel the service with this company. Cancellation went quick. However, when I asked about refund for services that company didn't provide to me but never got anything from them. Let Distributel get richer from my few dollars. I am sure there was a misunderstanding regarding the refund. I suggest you send an email to feedback@distributel.ca with your account info and someone will look into it.

Sat, July 20, 2013

-1 Etobicoke,
ON
The worst customer service ever. I think it's better to pay a little bit more each month to a real provider, i.e. Rogers Cable. There you can reach somebody 24/7 or they will dispatch somebody to fix your problem ASAP.

Thu, July 18, 2013

-1 ottawa,
ON
Terrible customer service and terrible experience.
I had 3web service for 2 years, and now I'm moving and I wanted to change my address. So I called them about it, and they told me that 3web would not be available, and now I'd need to sign up with distributel and that it would be much more expensive to get the same service.
So I told them I'd think if I'd sign up with distributel because I'd like to see what other ISPs could offer me.
Later, when I call them and they told me I'd have to had cancelled the service 10 days before the end of the month so I'd not be charged for the following month (which I didn't need the service). And, of course, it was less than 10 days prior to that. So they could have alerted me about that before, but they didn't, and now they want to charge me for a service I'm not using!!
I tried to find information about that on their website, but there's nothing clear stating that. I think that's just very convenient and they just want to get your money!
Stay away!
I'm truly sorry for the inconveniences you have gone through. Please note that the 10 day notice is clearly indicated on our website under article 10) CANCELLATION OF SERVICE which can be found at http://www.distributel.ca/en/terms.aspx

Thu, July 18, 2013

-1 Ottawa,
ON
I've been a customer for over a year now, and I moved to a new location a few months back. everything was fine at first and customer service was great, until this week. I was informed my modem was broken and it needed to be replaced....ok, whats wrong with that you might ask. well, I was also "informed" that my 28 mbps plan would no longer be honored. my rate was to be dropped to 25 mbps and my monthly fee was increased! this behavior is ILLEGAL! I don't even care that the connection rate was dropped. why should I have to pay more for a reduced connection speed!? the customer service rep I dealt with was nice, but informed me that no one at distributel will do anything about this. I highly recommend avoiding this ISP at this point! their behavior is entirely unacceptable! they claimed that the reduced rate has to do with rogers policy, but after talking to a rep at tekk savy, I was informed that they would be able to accommodate me at 28mbps as I previously was with distributel. seriously considering changing unless distributel responds with a real solution (and a permanent price change for the reduced service I'm getting) Has this complaint been resolved to your satisfaction? If not, please send your account info with a mention of this post to feedback@distributel.ca and we will do our best to find a solution to your problem.

Wed, July 17, 2013

-1 Gatineau,
QC
On June 26 my phone got silent. Router reboot solve the problem but 6 hours later phone was dead again. Another reboot and another 6 hours of phone service. On June 27 I called Distributel support to check on the status of the service. After a regular welcome message: “We are currently receiving higher than normal call volume…” and 1 hour waiting I was told that line. In a mean time reboot was required every 2-3 hours. After few more calls for troubleshooting purposes it was decided that VoIP router should be replaced. The new modem didn’t solve the problem. I was rebooting VoIP router every 2-3 hours. It became a morning habit – wake up and reboot. Another round of calls to tech support until I heard that the problem is a telephone line between phone socket and router. Apparently, it cannot be longer than 6 feet. For sure, it’s a new discovery in networking. I don’t want to apply that to everyone in Distributel TechSupport. Some guys know the staff. However, it was a last drop in my decision to switch to cable. Another call, another waiting time and I got promise that on July 17 Technician will be in my house and Distributel will call me 2-3 days before to confirm appointment. Of cause, nobody called me. I did call on July 16 to find out that they still do not have confirmation and they will submit new ticket to dispatch Technician to my place. On July 17 Distributel cut my network connection because their departments don’t communicate. Now, after more than 3 weeks of “working” with Distributel I have neither phone nor internet. Though, they were fast to send me a bill for new services and old services that I have difficulties to receive. To be continued…. I'm following up on your post. Has your problem been solved since last week? If not, please send your account info to feedback@distributel.ca and a Customer Relations Administrator will look into it for you.

Tue, July 16, 2013

Comment Toronto,
ON
"When you switch to Distributel's high-speed Internet and IP phone service, you'll experience the savings and service you deserve. At Distributel, we believe that a business relationship should be earned." - WHAT A JOKE !!!! NO CUSTOMER SERVICE WHATSOEVER ! STAY AWAY FROM THIS COMPANY ! For what it's worth, we are aware that the lack of personnel is affecting the quality of our service. But please be assured that we are doing everything in our power to hire even more agents and will not give up until we attain a high level of service. Until then, we thank you for your patience.

Mon, July 15, 2013

1 Montreal,
QC
J'ai été avec Distributel à partir du mois de juin et juillet 2013 et j'ai quitté pour trouver un prix moins cher. En ce qui concerne le service la connection s'est faite sans problème dans les temps, tous les gens du service à la clientèle ont répondu poliement et furent correct. J'ai eu une petite déconnection un vendredi et le service à la clientèle a envoyé quelqu'un. Manifestement c'était un problème dans le poteau relié à Bell. J'ai pas été déconnecté plus de 24h.
Mon expérience avec Distributel a été assez bonne, s'ils avaient offert comme Radioactif illimité avec DSL 2 je serais resté.

I had a good experience with Distributel no major problem. I left because of the price and i wanted to pay a lower price.
Merci d'avoir pris le temps de nous faire part de vos commentaires. Ceux-ci sont grandement apprécié.

Mon, July 15, 2013

-1 Ottawa,
ON
I was a satisfied 3web customer for about 3 years until the switch to Distributel and it's been a nightmare ever since then. We went a whole day and a half without a connection during the "switch" in July. Now our problem is that the connection dies every 15 to 20 minutes. We can't use Netflix anymore since the connection doesn't stay up long enough for a tv episode. The customer service is horrible. We waited 1 hour to get a hold of someone, only to be redirected to somewhere else and we've been on the line for another half hour for someone to answer. I think we'll spend the extra money and go with one of the more mainstream ISP's. FYI, I've had to write this review while being tethered to my cell phone's LTE network since this thing has been down for the last 20 minutes now. Since I cannot access your account, there is no way for me to verify the type of service you have or if you have managed to find a solution to your intermittent signal. If not, please send your account info to feedback@distributel.ca and someone will look into it for you.

Thu, July 11, 2013

0 Montreal,
QC
Pros: - lower price vs bell/videotron
Cons: - Took 1 month and 3 technicians to connect
- Suddenly we have been disconnected from the service (we have been told it is human error - someone from distributel/videtron has canceled our service by mistake). The second week is almost over and we still do not have internet. Every 2nd day we are calling them for updates. So far no changes.
- the waiting time to talk to distributel representative is 1.5-2.5h
I'm sorry I didn't get back to you until now. For some reason the confirmation email never reached me. Are you still having issues with us? If so, please send your account info to feedback@distributel.ca and a Customer Relations Administrator will look into it promptly.

Wed, July 10, 2013

-1 Montreal,
QC
I have been a customer with Distributel for three years with home phone service and internet service. My problem began 3 days ago, I arrived home and had a notification on my (supposed) phone that I had a message waiting in my voicemail. I never knew I had voicemail. I never activated it. I tried to access the voicemail and I was not able to get into it because you guessed it I had never set it up and it was asking for a pin. I tried the default which is your phone number and it did not work. I did not even know it existed so this was baffling me. People have always called my home for the past few years and was never able to leave a message. It simply rang out. Now all of a sudden I am able to receive voicemail messages. I called Distributel to notify them of this. They put me through loops, making me repeat my personal information to 3 representatives all for my security, in order to validate me. Hardly my security when I have to give 3 different agents my credit card info, address and personal details over and over again. Finally I explained the situation to a rep and he told me it would be resolved in a couple of hours. Power down the system reboot and it will be fine. Unfortunately this did not work. Also I was made aware when calling out to a relative that my number was showing up as blocked. My number has never been blocked.

So I call back Distributel to tell them about the new issue of my number showing as blocked and to ask for a resolution to the earlier problem of the answering machine that came on surprisingly after 3 years of service. I was told by the rep that I had made changes to my account. This was a fabrication. I never did. I have always payed my bill in full every month to Distributel with no need to ever speak with them. I did not make changes to my account. Never have. I asked to speak to a supervisor because this was starting to get ridiculous ans wasting my time. I was then transferred to another agent who asked me about my problem again then I had to reconfirm who I am again, this person stated they were a Senior Agent. I said where is the Supervisor they said you have to leave a message for a supervisor but they never call you back. This is where I started to get really irritated and pissed off. I asked for this problem of my answering machine and my call display to be resolved now.

I was told it will be resolved within the hour and just power down the system. I tried this and today I am still having issues.

The answering machine is still attached to my phone and there is no way I can reach anyone at Distributel. When I call they say that they are having higher than normal call volumes and please continue to hold and leave a call back number but then it says we are not available to assist you at this moment and hangs up on me.

I tried calling using *67 and surprisingly it worked. I went through the entire menu and I was able to reach someone. He said he cannot help me.

I am still waiting for this issue to be resolved with my voicemail system. I want it removed from my phone. I want it removed now!

This is a ridiculous company. They are able to block subscribers, paying subscribers who pay their bill in full every month.

Dear customer, I can certainly understand your frustration. I have a heard of a situation such as this in the past where the voice mail kicks in after a power failure, but that doesn't seem to be the case with you. Please send your account info to feedback@distributel.ca along with a copy of this post and I will make sure it is looked into promptly. Until then, I thank you for your patience and understanding.

Wed, July 10, 2013

-1 Toronto,
ON
Terrible customer service! My connection has been down for 2 days and I've yet to hear back although I've sent an email to tech support and also left a callback number. I tried calling again today and waited for 2 hours with no one answering my call. If this is not fixed I might have to notify the CRTC for their lack of support and subpar service. I'm sorry to hear that you have had difficulties with our tech support. Over the last few days, we have encountered internal technical difficulties with our phone system and some callbacks where not returned. Please send your account info to feedback@distributel.ca along with a copy of this post and we'll make sure someone contacts you promptly. Thank you for your patience.

Wed, July 10, 2013

-1 Ottawa,
ON
Just an update: Distributel has now started throttling back internet speeds. I used to score between 30-35Mbps download all the time. Now it is throttled to 25Mbps.

When I look at things now they want to charge me $25 (more than +50%) more for the services I have now...all while taking a hit on my bandwidth.

I just began porting my number to another carrier and my internet to another ISP. For 35% less than distributel I will be getting the equivelent to their premium cable package.
Please be assured that this is temporary. Distributel does not throttle it's customers, but we may have been doing some work on the POI. We apologize for any inconvenience this may have caused you.

Mon, July 08, 2013

Comment
feedback@distributel.ca - do I have to jump through hoops for you to respond ? what a poor customer service. Please be assured that if you sent an email to feedback, it will be handled shortly. We are currently short staffed but are in the process of training additional people to insure this no longer happens.

In the meantime, please make sure to look into your spam folder. Emails from companies are sometimes directed there by mistake.

Mon, July 08, 2013

-1 Windsor,
ON
Being long time happy customer of 3WEB recently got a "happy letter" from DISTRIBUTEL telling me that my "improved" service" now costs substantially more. The "improvement" they refer to happens to be a heavy traffic throttling, which will downgrade my cable service to the level of low speed DSL. I am wondering how many non-technical people out there actually believed the lie. Distributel does not practice traffic throttling. If you are having issues, please contact tech support to troubleshoot. The number is: 1-877-810-2877

Mon, July 08, 2013

-1 Winnipeg,
MB
This is a very disorganized transition from 3web to distributel.

I was a VERY happy 3web customer for many years. I got an email saying I needed to pay more and move to distributel. Okay I thought, I went from paying $30 a month to $49.99. Not a huge deal but I didn't see the extra value for a few extra mbs... Anyways after begrudgingly agreeing to this change, they sent me ANOTHER email saying I needed to pay more, so now they want $59.99!

How can you guys seriously expect people to pay TWICE the amount for a similar service, absolutely asinine.

The local provider is cheaper (Shaw), so much for supporting the little guy. Good luck with your company.

Fri, July 05, 2013

-1 Strathroy,
ON
We have had an unbelievable experience with Distributel. I found this site and saw that it was suggested by Linda to contact them at feedback@distributel.ca. I chose to go that route first and have not received a response. Therefore, i'm going to post my letter to Linda on here. I'll give it till Tuesday and will escalate my complaint.

To Whom It May Concern,

My husband and I recently switched over to Distributel from Bell Canada only for the reason that Bell didn’t offer the high speed internet that Distributel does. I have had long distance with Distributel in the past and was happy with the price and the service, therefore felt confident that we would have no issues signing up for home phone, long distance and internet. Unfortunately, from the time we started to sign up with Distributel, till current time we have been utterly shocked at the lack of customer service.

When I signed up for the Distributel in mid June it took 3 hours to achieve this! This should have been a ten minute call. Instead, I was switched to 3 different people and had to wait each time and then re-tell them every piece of information even though I had already been through the whole process. The second person I spoke to who was a man actually shouted at me rudely during our call because I asked him if I had to pay installation charges since I was a returning customer (the first person I spoke to, told me I probably didn’t and to ask). I honestly, thought I was being punked and still do because the service is just so bizarre. When I asked the third person to speak to a manager, she claimed she was the manager which I don’t believe was true. Once again, I had to re-tell all of my information to this woman and it just didn’t make any sense. This wasn’t an easy task with two sick boys and it now running into the supper hour.

The current issue my husband and I are having is that we never received the pin number for our phone. You’d think after speaking to three different people and all of them asking the exact same thing that one of them would have given me the pin, however we don’t have the pin and therefore can’t use our Distributel phone line. We are still able to use our phone through Bell, however that will be ending in the next day. Even with us still being able to use Bell, my parents have Distributel and have to dial an access code to call long distance are unable to call us. They receive a voice message that we are not available, yet we are having no issues receiving calls from anyone else (locally or long distance). Considering I am the key person that my parents have Distributel for, it has left them without service since June 28th as they have not been able to use Distributel to contact me.

I have been trying to get a hold of someone (anyone) at Distributel since June 28th and have had no luck. I have lived with my phone next to me for days now and I’m frustrated. I cannot comprehend how it’s possible to be still on hold 2 hours later, or to push 1 for a call back and never receive one. Friday June 28th, Saturday the 29th and yesterday July 2nd, I switched between being on hold for insane amounts of time to pushing 1 for a call back and have not been able to get a hold of anyone.

The customer service that we received when signing up, not receiving a pin number, why we are not able to receive calls from another Distributel caller and not being able to reach anyone at Distributel needs to be addressed immediately. At this point, I do expect to be reimbursed for the days that we were not able to use our phone and additionally for the extreme incontinences the above situations have caused. Further, on behalf of my father ****** ***** – 519-123 -4567 (I have blocked this info out for this website), I would expect that he also will be compensated from June 28th till the situation is corrected as he have not been able to contact me and I do not have a long distance plan with Bell. They have been customers with Distributel for at least a decade. When we signed up, we checked out The Better Business Bureau and Canadian ISP. I was alarmed by the complaints on Canadian ISP but was reassured by the rating achieved on the Better Busiuness Burreau. I hope to not take either of those routes or to file a complaint with the CRTC.

I am available to be reached by email or by phone. I will not be available by phone on Thursday till 4pm. If you do call and get a computerized voice message that is our issue. I almost wonder if anyone calling from a Distributel number will get that same message. As stated, we are receiving calls from other people with not issue. If you do receive our normal answering machine with an actual person on the machine, please leave me a direct number to contact you back at as I refuse to call the normal Distributel number again. I have read that there is a mass hiring, etc. however the current service we are receiving is not acceptable under any circumstances.

Thank you,
Brooke

((((I called Thursday and never got a call back either and waited online for another 30 minutes to never speak to anyone. I have also as stated above not received a reply to my email))).

We are blown away by this.
I am very surprised that no one got back to you following your email to feedback@distributel.ca. If you could please resend the email, I will make sure it is looked into promptly. Thank you for your cooperation.

Fri, July 05, 2013

0 Strathroy,
ON
I have re-sent the email as asked. Message received, thank you. According to your file, our Customer Relations Administrator already left a message on your voicemail earlier around 11.45 this morning. The phone line has been ported (transferred from your previous provider) and everything should be working now. If not, you can contact the person using the phone number she provided (direct line). Trusting this will be found satisfactory.

Fri, July 05, 2013

0 strathroy,
ON
That is part of the problem... we don't have a pin number. Therefore we can't access voice messages and our phone never rang when she called and there is nothing showing up on our missed calls for her.

If you like you can email me directly.

First name.last name@hotmail.ca

(Note there are no spaces and it's at ca, not com)
Email sent.

Fri, July 05, 2013

-1 toronto,
ON
feedback@distributel.ca - do you only reply to people who threaten to file a complaint with the CRTC ?



Of course not. If you sent an email to feedback, you should receive a reply shortly. We apologize for any inconvenience.

Thu, July 04, 2013

-1 Etobicoke,
ON
I've been with 3web for nearly 3 years for their 18/1 internet and voip service for $45 in a bundle. Just recently received a letter from distributel stating that my service will be canceled on August 31/13 if i don't make a switch. The new plan would cost me $70( i understand that price is subject to change, but not by $25 a month, simply ridiculous) and on top of that I have to buy a new modem ??? there's nothing wrong with my old modem , it would still work on 25/2 service. I've sent numerous emails to their customer service asking to give me a refurbished modem free of charge and do a price match for the phone service. They simply ignored all my emails. Thanks you Distributel. Great Job !!! I can understand your frustration. After the acquisition of 3Web/Cia, we have maintained our prices for as long as we could. Unfortunately, we can no longer offer a free phone line with unlimited long distances. We are sorry for all the inconveniences this causes you but keep in mind that we did give the affected customers a 60 days notice. If you have any additional questions or comments, I invite you to send an email to feedback@distributel.ca
Thank you for your cooperation.

Thu, July 04, 2013

-1 toronto,
ON
I've been with CIA/3web for past 5 years been paying $45 recently got a letter that since distributel took over the CIA now wants me to pay $70 for the same service and on top wants me to buy a modem. I'm looking for alternative providers, teksavy is giving the same rates. You guys don't honor anything for the clients been with you for so long. Worst customer service ever. As soon as I find an alternative I will be VERY HAPPY to cancel and be away from a GREEDY company.

Thu, July 04, 2013

-1 Kanata,
ON
Very disappointed with distributed. Has been a loyal customer for 5 years through 3web/cia and now distributed is forcing me to buy a new modem and raise my rates from $45 with tax to $70 for a worse deal since the phone no longer has Canada long distance is totally unacceptable. Also I can get 25mbps with my current modem that I purchased from 3web, so this cash grab does not even make sense.
Utterly disgusted, and forced to look for other alternatives than staying with distributel. So much for the promise after the 3web takeover that the rates and packages will be honored. Total no respect for loyal customers.
I can understand your frustration. After the acquisition of 3Web/Cia, we have maintained our prices for as long as we could. Unfortunately, we can no longer offer a free phone line with unlimited long distances. We are sorry for all the inconveniences this causes you, which is why we gave the affected customers a 60 days notice. If you have any additional questions or comments, I invite you to send an email to feedback@distributel.ca Thank you for your cooperation.

Wed, July 03, 2013

0 ottawa,
ON
I have been a CIA/3web customer for a number of years. We have experienced excellent internet service. The phone service had quality issues at first but these last two years has been excellent. Unfortunately I just recieved a letter from Distributel informing me that I need to switch to a distributel plan to continue my service. The equivalent plan will increase my monthly charge from $45 including tax to $70 including tax. Since this is not competitive with most other discounted ISPs I am now looking elsewhere. I guess distributel is gambling that they won't lose more than 50% of the grandfathered clients so they can charge 50% more for the same service.
I can understand your frustration. After the acquisition of 3Web/Cia, we have maintained our prices for as long as we could. Unfortunately, we can no longer offer a free phone line with unlimited long distances. We are sorry for all the inconveniences this causes you but keep in mind that we did give the affected customers a 60 days notice. If you have any additional questions or comments, I invite you to send an email to feedback@distributel.ca
Thank you for your cooperation.

Wed, July 03, 2013

-1 Toronto,
ON
I've been with CIA/3web for past 5 years. I've been paying 47$ for both internet and home phone. Recently I got an email since they've changed the CIA to distributel they are now going to charge me 70$. This is not the right way to do business. I still have an email that you have sent me saying that the distributel take over won't make any changes to my service or my monthly cost. On top of all you want me to buy another modem to get service??? what about the one i've already purchased from you? what do you want me to do with it?, this is not right, I am going to write to CRTC about this right away. When I call you and mentioned about this I told the rep that I'm recording the call for my reference he right away hung up!, the worst customer service i've seen ever. People.. Do not go with this greedy company. As per the letter you are going to cut my service unless I pay 70$ month as of September 1st?. This is outrageous. I call and ask for a manager the rep said there's is no one??. You want me to pay extra $23 starting September 1st?? and on top pay for another modem, yeah right, you think i'm out of my mind. I want a proper resolution for this. As mentioned previously, I can understand your frustration. After the acquisition of 3Web/Cia, we have maintained our prices for as long as we could. Unfortunately, we can no longer offer a free phone line with unlimited long distances. We are sorry for all the inconveniences this causes you but keep in mind that we did give the affected customers a 60 days notice. If you have any additional questions or comments, I invite you to send an email to feedback@distributel.ca
Thank you for your cooperation.

Fri, June 28, 2013

-1 Etobicoke,
ON
This guys are thieves DO NOT GO with distributel, I was told i could cancel whenever i wanted, the rogers guy came to my house did not touch the modem leaving me to do the work and then i had no service , i called to cancel and they told me they are still going to charge me for a month of service plus installation and activations fees for a service i never got, i told the guy to put me with the supervisor and he said he was the highest rank his name is Matt , Matt here basically told me (when i told him that their service it's shady cuz i was not inform i was not going to receive wifi) he said i was lying and that it was my fault for not asking and that i was basically stuck with it. WORST CUSTOMER SERVICE I have received on top of that i had to wait 1hr and 30 min for that. I feel abused by these people I will take this to the Better Business Bureao. Have you spoken with one of our Customer Relations Administrator? If not, I strongly suggest you send an email to feedback@distributel.ca with your account info. I'm sure this situation can be resolved to your satisfaction.

Fri, June 28, 2013

-1 North York,
ON
Distributel is a company that takes no responsibilities for their awful services. I have recently requested their customer relations manager to contact me and if he doesn't call me in the next few days I will file a complaint with CRTC.

We have cable internet with them and on average every one or two month the speeds drop so extremely that the internet and VoIP phone become useless. (Google takes 5 minutes to load up after refreshing 15 times) Their technical support confirms that the problem is not on our side but their customer service says that they don't credit for slow speeds. That is the most ridiculous thing I have ever heard in my life. They can take your money for a 18/1 internet and only give you speeds comparable to dial up internet and they refuse to give your money back. They say the problem is with rogers and hold their customers responsible for their contractors even though their customers are not in business with in any way. Those slow speeds can only be because they are traffic controlling and since it the service that we have is unlimited it is illegal.

During one of my communications with their customer service an agent named Lambert slurred at me twice while I was talking to him and when I stopped to get confirmation of the insults he changed his words and then he suddenly hung up the phone with a happy sounding voice. It took me two hours and multiple calls to trying to convince the agents to connect me to their supervisors and they said they CAN NOT do that. Its unbelievable! After another one hour I got hold of a "senior agent" named Matt and he was even more offensive and unreasonable than the others and kept repeating that they don't credit for slow speeds. (our internet was effectively down even though the lights on the modem showed connected)

Distributes prices are low but their service is the most terrible thing I have experienced and the fact that you can't get hold of their management is even worst.

Stay away from these thieves.
I can understand your frustration. After the acquisition of 3Web/Cia, we have maintained our prices for as long as we could. Unfortunately, we can no longer offer a free phone line with unlimited long distances. We are sorry for all the inconveniences this causes you but keep in mind that we did give the affected customers a 60 days notice. If you have any additional questions or comments, I invite you to send an email to feedback@distributel.ca
Thank you for your cooperation.

Thu, June 27, 2013

-1 Toronto,
ON
I honestly HOPE that this gets resolved, however i must say that ive given up hope. I have emailed them and called them and am hoping it gets resolved...but anyway....heres my story..

I joined Distributel almost 2 months ago and came from a competitor of theirs.This was a smaller company than theirs but nonetheless the service i received from them was nothing short of stellar. Never too long of a wait for tech or customer support. In the very rare occasion I had a technical issue it was resolved promptly and without much of a hassle. In the 3 years I was with them i had one issue which was actually Bell Canada's fault and which was resolved in less that 24 hours which i was then CREDITED for. I never had any network slowdowns. Never a drop in service and only one tech support call in 3 years. In fact i would have never left them had it not been my interest in also signing up for an IPTV service, which in this case was Zazeen. I could not get Zazeen (or any other IPTV service) with my old ISP so i had to make a jump i didn't necessarily want to do. Truth be told, I was warned by a few colleagues and friends about going to Distributel as they've heard some horror stories along the lines of what ive heard from former Bell and Rogers customers. Against those warnings, i thought to myself "how bad could it be?" and that even if i had a few issues, i could live with that.

Little did i know what lay ahead.

Ive been with Distributel for about 2 months now. When i first had the service installed it seemed that all had gone well. I was achieving roughly 14Mbit downloads which is only 1 away from the level of service I was paying for and something i could absolutely live with. For the first 3 or so weeks, service was generally good although i did start to notice that if I hadn't used the internet in a few hours it would take the modem (or the service) about 5 minutes to "get back up to speed". So the first few minutes I would get 2-3 Mbit rates and finally it would boost up to the normal speeds. Sometimes the modem would need a complete reboot in order to get there. Not a huge deal and was advised by tech support that this was actually normal, so i let it go. As the following month progressed, things got notably worse. Speeds would drop to 2Mbit per second but no amount of time and no amount of modem power sequencing would get it back up again. I would call up tech support and they would do something and magically it would come back up again. Sometimes to 14Mbit, sometimes to 12Mbit. I would leave it and the next day (or even hours laters sometimes) same thing would happen. This went on for roughly 3 weeks until sometimes i would get no service at all. Needless to say that by the end of it I was entirely fed up with the service. Why am i paying good money for a service i am not getting? Not to mention also paying for an install that was either partly or completely flawed? One of the last times i spoke with a tech support guy they advised me that perhaps my place and my area wasn't the best for the FTTN service and perhaps cable was my best option. They could open up "another ticket" for me (as they had already done the week before and the Bell employee had said they had fixed the problem, which they obviously didnt) but they said perhaps just switch to cable. Fair enough.

I called customer support and explained my situation. I spent 1.5 hours (no word of a lie) on the phone with them only to have them tell me that, A) I would have to pay another installation fee even though my initial installation gave me only a single month of half-service and a second month of barely any service. B) That my file didnt have "explicit notes saying the FTTN service at my home wasnt bad enough to justify a free switch to cable service" so therefore they would not waive any installation fees. Are you kidding me? After some arguing from me the best they could come up with was $20 discount on the $60 installation. WOW, $20. Sio essentially ive been paying monthly fees to them for a service im not getting, is that not at least worth something? On top of that, in order to FIX the service i am paying for i have to now pay ANOTHER $40!!@# Does this mean i will have part of my money reimbursed because i haven't had proper internet service for almost a month? No, it doesnt. It just means i have to pay another $40 to fix it. Absolutely ridiculous. SO, after all this and just feeing completely fed up with the situation, i asked them to just cancel my service. If im going to have to pay another installation fee id rather give it to a company who will treat me as a valued customer which is certainly not how ive felt with Distributel, at all. Now they have the GALL to tell me that THEY CANNOT CANCEL MY SERVICE UNTIL AUGUST 1st BECAUSE THEY ARE PROCESSING PAYMENTS. WOW, YET AGAIN. So, now i have to pay ANOTHER month for a service i am not getting. Absolutely ridiculous. I have literally NO WORDS to describe how i am feeling and about how im being treated. I have to say that Distributel is feeling more like Rogers or Bell rather than a smaller ISP that CARES about their customers. Im am not with those two companies because of that and it seems thats exactly what im getting.

I am hoping things get resolved in the next few days, but ive gotta say, im not holding my breath. Remember, as these "small" ISP's get bigger, they become more like the companies we are trying to get away from. Stick with the smaller companies who will bend over backwards for you rather than the big ones who care nothing about one customer.

After analyzing your account, it seems that the situation has been resolved to your satisfaction.

Please accept our apologies for all the inconveniences and thank you for choosing to remain with Distributel.

Thu, June 27, 2013

1 Toronto,
ON
I am the previous commenter with the long story. Literally after a few hours of sending an email to the "feedback" team at Distributel i received a call from a lovely lady from Distributel who did everything in her power to help me and resolve my issue, which was switch over to cable without an installation fee. Its still a bit disappointing that it did have to come to all this but in this case, the end justified the means and im going to chalk this up to some bad decisions by some lower level employees. Im optimistic that this is truly all it was. I'm sorry I didn't get back to you yesterday but I'm glad everything is finally resolved. Thank you for your patience and understanding. Linda

Thu, June 27, 2013

0
There is definitely something hinky going on between Distributel and their providers. Every single time my service goes down, I have to call in and go through the escalation process. Distributel employee sends off a ticket and nothing happens after that. Either my tickets are not being made, are not being sent, are getting lost somewhere along the line, or the provider is not completing their task. Whatever the case may be, my tickets have never been completed in the 24-48 hour timeframe given by Distributel. I'm really getting sick and tired of Rogers playing games with their competitors and taking days or weeks to do a truck roll. They all laugh at me when they ask who is my ISP and ask "why don't you just sign up with us?" I am using Distributel because it is 99% of the time up and less expensive. It suits me and my needs perfectly, but I can't keep being held-up by Rogers every time my service goes down. I rely on the Internet to work from home and another thing I'll add here, Distributel has never offered any form of compensation after I tell them how long I've been offline. I guess the customer has to yell and demand through the phone to get what they are entitled to? We usually credit our customers for the days without service when it exceeds 24 hours. If we haven't I suggest you contact our Customer Relations Administrators by sending an email to feedback@distributel.ca and they will look into it for you. We apologize for any inconvenience this has caused you.

Tue, June 25, 2013

1 Toronto,
ON
I was loosing it there for a while (You can see my comments on June 22, Toronto). I emailed feedback@distributel.ca as I was told and the magic happened.
My damn phone is still not working but it seems like it is Bell fighting for my montly $45 and not letting go of my line.
But, my internet speed is 9.21 Mbps (YEAH !!!!).
All frustration aside, the reason why I chose Distributel from the very begining is its true unlimited internet but most important, Distributel is fighting for its users and their privacy (http://globalnews.ca/news/391438/canadian-isp-distributel-fights-back-in-file-sharing-case/).
I am happy again and will continue recomending Distributel (but will not talk too much about shaky customer service).
Thanks for your vote of confidence. We are doing everything we can to improve of customer service and you should soon see an improvement. Thank you for choosing Distributel!

Sat, June 22, 2013

-1 Toronto,
ON
I was a happy customer for 5 years now, made my friends switch to Distributel and I am now seriously questioning my choices. I called on June 1 to upgrade my DSL and get VoIP and was told a technician will come on 6th. On 7th I called because no one came and was told they were “waiting for me to call them and tell them who do I have a phone service with”?! Fine. I figured they forgot to ask me the first time, not a big deal, mistakes happen, and we went through the whole thing again. On 14th I’m getting a call that my service is on hold because to transfer the phone they need to know who do I have the phone service with. Finally I receive my phone modem and everything was to be up and running yesterday, 21st, but the VoIP is not working, can’t make or receive calls. After two calls to tech support I was told to wait until midnight as that is how long it takes for the phone service to take over. Saturday morning, no phone, internet download speed is 2.53 Mbps, not even close to 10Mbps that I “upgraded” to. I will now again call tech support from my mobile (and make Rogers Mobility very happy as I am very close to exceeding my monthly plan). And oh, I have recently lost my job and have been sending resumes with my home phone number on it and having no functioning phone is not helping. I have been very, very patient but this is ridiculous. I understand your frustration and sincerely apologize. Has the problem been resolved yet? If not, please send your account info to feedback@distributel.ca and our Customer Service Representative will gladly do everything possible to assist you.

Sat, June 22, 2013

-1 Guelph,
ON
This company continues to charge for services they are no longer providing. BEWARE!
I switched to a different long distance provider, who assumed control of my long distance on March 20 (as confirmed on that day by dialling 1-700-555-4141). Part of the reason was that Distributel still relies on customer ignorance to charge a monthly "Equal Access Fee" of $2.95, in addition to whatever plan and chargeable calls you may make.
When I saw a charge from Distributel the month after switching, I was uncertain if the charges had been in advance of usage, or after usage, so I assumed that they were within their rights (laziness on my part). This was wrong, on closer inspection, because they charge for the upcoming month of service.
Still one month later, I found another charge from them. When I called to ask why they are still charging me, the answer I was given THREE TIMES was that my last phone call to their office was from the past August. Talk about a sound bite! They have obviously been coached to defend their actions by repeating the date of last conversation AGAIN and AGAIN throughout the call, which will help them win dispute resolution cases.
BEWARE the business practices of this company - they will gouge you when you look the other way.
First of all, please accept my apologies for the confusion. The reason everyone seems to repeat the same thing is because every time an agent accesses an account to make a change (or put in a note), there is a log with the last date of activity. This process is used by all service providers and not exclusive to Distributel. Now if you are being billed by us it seems to be because your account was not closed on our side. Did your new provider tell you they would take care of it? If so, they mislead you as the only person legally authorized to cancel an account is the account owner. The new phone/long distance company can retrieve the equal access but that will not cancel your long distance plan.

If you haven't done so already, I strongly suggest you contact our Customer Relations Administrator by sending your account info to feedback@distributel.ca (feel free to mention this post). They will take care of you and resolve your issue.

Fri, June 21, 2013

-1
BUYER BEWARE! Distributel is still billing me and withdrawing money from my account after my account was closed! I haven't had time to send the modem back and they keep taking more than $50 from me each time. I am somewhat skeptic about the fact that we would take money from your account after it has been cancelled. This is not our policy at all. Yes, we will charge for the modem if it is not returned in the allowed time frame, but it is a one time withdrawal, not a recurring one. Please send your account info to feedback@distributel.ca and we will settle this in no time. Until then, I truly apologize for any inconvenience this has caused you. We are a reputable company and aim to provide you with the best client experience possible.

Wed, June 19, 2013

1 Ottawa,
ON
Just spoke with tech support to discuss a jitter issue on the line. I did not expect the guy to know what I was talking about, but he was very knowledgeable! Looks like the issue isn't with Distributel though, but we look at everything we could. Best of all, I waited for a total of 0 minute before talking to someone! Great positive feedback. Thanks for taking the time to submit it.

Wed, June 19, 2013

-1 Toronto,
ON
I've been with distributel for around 6 months (since December 2012) and overall, I'd have to say their service is sub-par. For the first month or so, it was fine, but then suddenly in early February, it started to suck. At around 7PM every night until around 1AM, the download and upload speeds would drop extremely low. On a 18Mbps/512kbps connection, speedtests during these hours were giving results of around 2-3Mbps and upload speeds would be around 0.25Mbps. My ping to the google servers would also often exceed 1000 or even time out even though normally it is a maximum of 13. My internet would also randomly lose connection entirely (it still does. I have to reset the modem at least 3 times a day). After around 3 months (2 months ago, early April) the speed drops stopped, and everything was fine (aside from the complete loss of connection which happens multiple times daily). However, recently the drops have started to return. As I am writing this, I am getting speed tests of <1Mbps download and 0.25MBps upload. This is absolutely ridiculous. I know it has nothing to do with any of my equipment either; my best friend also has distributel and has suffered the exact same drops in speed and connection that i have (we both switched at the same time and have had very similar experiences).

Their customer service is also quite poor. The wait times often exceed 30 minutes, and if you call close to their closing time, you might get lucky enough to be put on hold for 50 minutes and have somebody finally pick up and hang up immediately without saying anything.

As their service is currently, I do not recommend distributel to anyone.


2 speed tests run approximately 30 minutes apart:
Approximately 8:00PM: http://www.speedtest.net/result/2784742671.png
Approximately 8:30PM: http://www.speedtest.net/result/2784794119.png
I would really like to assist you in this matter. Can you please send your account info to feedback@distributel.ca? We will thoroughly investigate and I'm sure we will find a permanent solution to your issues.

Mon, June 17, 2013

-1
My Internet service is no longer working... Rogers were around to disconnect the cable tv and must have killed everything... The line for Distributel was clearly marked... Now Distributel is giving me the runaround and asking me to power cycle the modem, try different wall outlets and so on... I need a "disconnect in error" ticket to be made... and no one is listening to me. I'm truly sorry for the inconveniences you are going through. Please send you account info with a copy of this message to feedback@distributel.ca and a Customer Relations Administrator will look into it for you. I'm sure we can sort this out once and for all.

Mon, June 17, 2013

-1 Oakville,
ON
bad service, loose connection, slow speed. If there is anything we can do to improve your customer experience, please send your account info to feedback@distributel.ca and a Customer Relations Administrator will look into it for you.

Sun, June 16, 2013

-1 Windsor,
ON
Currently at 74% packet loss rate. The line is supposed to be at least 12 Mbps and right now, it's under 9 Mbps. And this is AFTER I had called about it for like three months and the issues STILL aren't resolved (even with a new modem). Here's a hint: it's not the modem. The service used to be so good. Now it's really taking a nose dive for the worse. Much, MUCH worse.
Multiple reviews merged. -Admin
I originally signed up for Distributel's either Cable 12 or Cable 14 unlimited package and I recently noticed that the ping times were high again. The technical support representative informed me that I had signed up for the Cable 10 unlimited package which wasn't even avaiable in my area three years ago. So, in order words, they will downgrade your cable internet speed without telling you and since they NEVER send you a billing statement, I had to dig up what package I had originally signed up on their website by going to web.archive.org. Furthermore, FTTN isn't cable internet, and the current cable internet speed which is close to what I had originally signed up for is Cable 18. Stay farrrr farrrr away from Distributel. I've already started looking for a more reliable and reputable alternative.
From the content of your comments, I believe we are already handling your issues via another platform. If that is not the case, please let me know so we can intervene.
Multiple reviews merged. -Admin
As mentioned in the previous post: from the content of your comments, I believe we are already handling your issues via another platform. If that is not the case, please let me know so we can intervene.

Thu, June 13, 2013

Comment
Appendment to comments dated June 10, 2013.



It's my absolute pleasure to say GOOD RIDDANCE to Disturbutel.


Worst and longest 6 months I've ever had to endure from a provider and in Disturbutel's case provider is not the correct term.


Several months without a phone because they couldn't properly configure the VoIP modem they sent me in addition to 2 weeks with Internet down which of course disabled the VoIP service I have with a real provider.


Typically, all they can respond with is "Sorry for the inconvenience." or "We understand your frustration." Disturbutel has no clue.


I won't miss their overused and VERY repetitive "Thank you for your patience" when waiting hours to contact tech support.


When you ask for help and they put in a request to the wrong department of the main carrier, thus delaying my restoration of Internet service by another 2 days, that sums up how incompetent this joke of a company is. Every department is run by automatons, who are not allowed to deviate from the standard empty rhetoric they spout, totally wasting the customer's time which they don't consider as a valuable commodity.


I lost 2 weeks wages because I telecommute and all they could say was the response of June 10, 2013.


Closing my account was the most satisfaction I’ve experienced with this ISP disaster.


Any positive comments on this board are obviously plants. Who in their right mind takes time out to
compliment an ISP?

When you look at the over 250 comments and 90% are negative, that plainly indicates how badly run this company is. No doubt they'll respond with the standard, "we've been in business for 25 years" garbage but it's only because they buy up other companies that were going bankrupt and therefore acquired their client base.


Just ask my friend who HAS to pick a plan from Disturbutel because they are closing the 3Web service that they acquired 3 years ago. The way they have worded the notice sent out to 3Web customers stipulates that 3Web customers MUST choose a plan from Disturbutel or have Internet service terminated. My friend is going to Shaw. He's already had similar experiences to mine as has his daughter and son. Now that's consistent.


To sum it all up, don’t let the idea of no download caps and cheaper fees entice you. If your service goes down for anything besides the typical unplug and plug the modem back in routine, you’re more than likely to experience similar frustrations and stress as a result of Disturbutel’s broken service departments. When there’s no Internet service, it’s impossible to take advantage of their plans.


If you need Internet service for your occupation, do yourself a favour and stick with your main provider. At least the big guys can send a tech out to your residence. Disturbutel can only put in a request and hope that the main providers resolve the situation. Of course when Disturbutel’s crack service reps send the request to the wrong department, the wait is extended. What a collection of buffoons. They might as well use trained chimpanzees considering you often can barely understand the Francophone techs whose command of the English language is questionable in speaking and listening.


Closing my Disturbutel account at least guarantees I’ll never have to listen to the lame phone recordings or their lame excuses and supposed expertise in solving technical issues. Nor will I have to leave any more comments on Canadian ISP.


The customer service rep even had the gall to ask why I was closing my account which is probably standard protocol. But why ask if they have no intention of altering their inbred behaviours. They truly act as a collection of inbred cave dwellers. I didn’t have the time to convey all the situations that Disturbutel failed miserably at.


Life without Disturbutel is like a breath of fresh air, after being spoon-fed all the bullshit.


Au revoir
We are sorry you feel this way, but respect your decision and wish you good luck.

Wed, June 12, 2013

1 montreal,
QC
Overall, I have had good experience with them. I have been a subscriber for 3 years and tough we had a few hitches, nothing unreasonable.

The internet service is good, fairly reliable. I do occasionnally have to reboot my modem when I lose my connection. Then again, other times, my speed was ridiculously fast (far beyond my rated speed).

Customer service is good, tough the wait times have been getting longer every year. ( Time to hire more people?) . Somebody mentionned in the other comments that they do no track your usage... I am not sure: I once asked them and they called me back a couple of days later with the approximate usage. ( I was thinking of switching from DSL to cable).

Overall customer service is great, tough you can occasionally fall on one person who doesn't seem to have a clue.

I was comparing with their competition ( Teksavy and Ebox). I'll stay with Distributel. I'm switching to FTTN with my move next week. Hoping that won't be painful.

Room for improvments: Streamline their processes ( the whole signing up and mailing paper back etc... isn't fun)
- Shorten your wait times. ( Or extend business hours? :o)

Thank you for your comments. Our company is still growing and we are presently mass hiring and therefore, soon, the long wait times will no longer be an issue. We are also working on the redesign For your info we are of our website to allow online sign-ups...stay tuned for more info

Mon, June 10, 2013

-1
Distributel is a company that is very broken. Customer service is an oxymoron. If the problem is anything but something the level 1 techs can address with their scripted responses, the customer is out of luck. Distributel has cost me in excess of $1000.00 in lost wages (2 weeks down) as I telecommute via remote for SEO clients. Distributel will credit you for less than $2 a day for downtime. Do the math. Doesn't even begin to cover the lost wages, personal aggravation and frustration. It's been the worst 6 month experience of all time. Worst company I've ever dealt with.
It will be a pleasure to cancel my service with them. There is nothing that they will or can do to retain me as a customer.
I'm sorry to hear that about your less than stellar experience but be assured that it is never our intention to leave our customers without proper service or support. As for crediting the downtime, our Terms and Conditions are clear: 'Distributel shall not be liable under any circumstances for damages in respect of any direct, indirect, special, exemplary, punitive or consequential damages, including, without being limited to lost profits etc.' reflects an industry standard. With that being said, we apologize for any inconveniences you have encountered.

Sat, June 01, 2013

1 Markham,
ON
I guess it is true that most people will only write reviews when they're angry, but never when they are pleased. I've been a loyal customer for 4 years and I must say, Distributel is by far the best ISP I've dealt with... And believe me I've been with Bell & Rogers, having to call them every month because they made mistakes with my bills... And of course they always charge you more than you owe, never less. I've been with Videotron in Qc, Tekksavvy, and many others.
I think some should be more objective. I mean of course there are going to be problems here and there: Distributel's a RESELLER! I hated dealing with the big companies and I'm sure Distributel has to jump the same hurdles. Let's not forget that they fought against the copyright troll.
Anyways I couldn't be happier with my ISP and I hope this review will help many get away from the big companies.
Thank you for taking the time to provide us with your comments. We certainly appreciate everything you wrote and are thankful that our customers understand and appreciate our efforts in maintaining quality service at low cost. You have a great day!

Mon, May 13, 2013

-1
I don't like this company or how they conduct business. First off, your call center seems severely understaffed and unhelpful. If you have to call something in, you'll often be stuck on hold or waiting hours for an agent to return your call. Once you finally get through to Distributel, you will be passed around to different agents who will all say something different, depending on what the problem is. Agent 1 may be the first person you speak to, whereas the next day or night you will be given Agent 2. If your problem persists, you can expect to hear from Agent 3 or 4. Why not keep it simple and assign an individual agent to each case? Too much shuffling going on there. Secondly and most surprisingly, the folks over at Distributel are some of the rudest, incompetent employees I have had the misfortune of dealing with. Unsympathetic and never willing to compensate you for your troubles. Third and finally, Distributel seems to care about taking your money more than anything else. I put a stop payment on the service because it was down for several weeks and their carrier wouldn't come to fix it. I was told after my fifth conversation with them that a ticket was sent off to the carrier, yet weeks went by with no progress being made. Distributel finally disconnected my service without warning and our relationship came to an end. They wanted something like $60 at the end and they wanted me to continue paying for service that was down the entire time. I would have liked Distributel to contact me before cutting me off, but it's all over now. I am sorry to hear about your unfortunate experience and must say I am a bit baffled by a few of your comments. Our agents are usually very polite. In fact, that is one of the comment we receive the most from our customers 'how polite and patient they are'. Also, when a customer has been without service for more than 24 hours, he is entitled to a compensation as described in under section 4) Limitation of liability of our General Terms and Conditions as long as the outage has been reported and providing that the customer cooperates. Since I cannot access your account, I cannot determine what caused the refusal. However, I can tell you that the reason your service has been disconnected is because of your stop payment. Again, as clearly indicated in our General Terms and Conditions Distributel may interrupt service without prior notice if the customer is in default of payment. I wish you would have posted this comment prior to cancellation as I'm sure we would have been able to work together to resolve your issues but nonetheless, I thank you for taking the time to share your comments.

Sun, May 12, 2013

1 Toronto,
ON
I've been with Distributel for 2 years. I've been reading a lot of negative reviews on here and think some of them are unfair. A lot of people who have had problems with installation dates have a fair complaint but also should understand that Distributel is often at the mercy of the Rogers technicians with any on-site support. Rogers techs service Rogers customers first and then when they have time they get around to Distributel, Teksaavy, etc. so complaints about onsite tech support should be directed to the CRTC or Rogers for not providing adequate support to Distributel.

Here's my review of them over my 2 years.

PROS:
- best speed/cap value in my region (I'm on the highest tier 28/2 mbps)
- no contract
- easy, simple billing
- did I mention no bandwidth cap?

Cons
- long wait times if you need to talk to tech support or customer service. BUT they do offer a call back service which has ALWAYS worked for me. Usually get a call back within 3 hours.
- only 1 modem option (rental/purchase) and not allowed to bring my own modem.
- some inconsistency in speeds and drops in service (about 1 day a month on average).

All in all I'm happy with Distributel as a stand alone cable internet provider. Comparing to Rogers at the same speed Distributel is the same price but has unlimited bandwidth. To get unlimited bandwidth with Rogers is $30 extra for stand alone internet service. So I'm saving $30/mo. by using Distributel.


I appreciate your comments and although I cannot comments on some of them for obvious reasons, I would like to reassure you that as far as the wait time is concerned, we are working very hard to hire additional staff to insure this area of concerns soon will be part of the past. In fact, we have numerous new agents (customer service and technical support) currently in training who are eager to offer great service to our customers. Again thank you for your comments and also, thank you for choosing Distributel!

Fri, May 10, 2013

1 Waterloo,
ON
A great little ISP, being held back and resttricted by the largest carriers. The CRTC ought to grow a pair and give you full control over your operations. Thank you for your kind comments. Always appreciated.

Wed, May 08, 2013

-1 L'assomption,
QC
The internet works and gives you the speeds you need. But everything else about this company is terrible.

Total garbage customer service.

We live in a new development and it took them 1 month and a half to install the internet after we called for the installation.

They told us they would come the 17th of february and it ended up being installed the 17th of March, after I called Videotron myself to get them to add my address to their servers and to come install the cable line into my house! If I hadn't called Videotron myself how long would it have taken? Maybe forever? Who knows.

They also hung up on us twice at customer service, and after 2 months of using their internet, they cut us off instantly without notifying us because one of the payments bounced (we gave the wrong credit card, so this is our fault, but the way they handled it was absolutely ridiculous - ) We got cut off instantly, and it took over a week to get them to reinstall the internet at our house, and we had to pay 60 bucks for reinstallation fees for a videotron engineer to come to our house? I still don't understand the logic of that, it makes absolutely no sense.

They said they called us twice to notify us that the payment bounced (our cell phone logs on the days they said they called are blank from their company number) and they said they emailed us (Either this is a lie or it was blocked by our spam filter).

If we hadn't already paid re-installation when my colleague asked me to call their customer service I would have cancelled immediately. I would not recommend this ISP, or this company, to anyone, ever, even if I hated them.
I am truly sorry to hear about your negative experience with us. If we can assist you in resolving any outstanding issues, please don't hesitate to send your account information to feedback@distributel.ca and a Customer Relation Administrator will contact you.

Furthermore, your cooperation will allow us to improve the shortcomings you mentioned. Thank you!

Mon, May 06, 2013

-1 Edmonton,
AB
Distributel are horrible to deal with. I was with 3Web in Ontario and although it too a long time sometimes to get through to Tech Support, problems were addressed and if a Rogers/Bell tech needed to come out they arrived in 2 days or even the next.

Then I moved to Alberta and went with Distributel since they bought 3web. My Internet was supposed to be converted over from the previous tenant's Shaw to Distributel, an instance that no tech needed to visit. The internet was cut off and took 4 days to fix. I complained, loudly, and got a month free.

I work in IT and despise having to listen to the scripted troubleshooting that the techs give because most of the time I've already done it and it takes 1/2 hour and each time they blame your computer.

I moved and despite asking for the 12 - 4pm times, they booked me for 8am - 12pm. Told them to change it and if that time wasn't available, I was cancelling their service.

I also asked them to remove an old number from my account, which is a relative's and they never did until I had to tell them again. Moving day comes, the Shaw Technician shows up for 5 minutes, says everything is okay. This was May 1st. Didn't get Internet until May 4th and they have still scheduled a tech to come out. Don't care if they come or not.

I'm also having problems with the modem cutting out randomly but they insist it isn't a modem problem. This happened before I moved and continues afterwards.

The sheer incompetence and lack of service every time I call is frustrating. Now since I paid the moving fee and summer is here, I don't really want to deal with them. However, when summer is over, I'm going to cancel and go with Shaw. They may be pricier but dealing with this level of ineptitude is just not worth it. I never thought I'd say calling Distributel is worse than getting transferred to a call centre in India, but it is.
First of all, thank you for taking the time to share your experience with us. I am concerned by your comments and would greatly appreciate it if you could take the time to send them to feedback@distributel.ca so we can investigate further. If our personnel lacks competencies at any level, it is essential we address it so this kind of unfortunate event does not occur in the future. In the meantime, please accept our most sincere apologies.

Sat, May 04, 2013

-1 Belleville,
ON
Worst customer service I have ever received! My service was disconnected on April 19 without notice because I did not return a contract. I did not receive the contract and asked that one be sent to me immediately in order to solve the issue. After hours on the phone and talkimg with several different agents and supervisors I was assured this was going to happen. On April 29 I received a notice stating that they were charging my bank account for the modem. I called again on April 30 to find out why I didn't have the contract yet and to ensure that the charge for the modem did not come out of my bank. I was told a contract was not sent and that if I wanted to reconnect my service I would have to agree to a higher monthly price. I told them to cancel my service all together and to send me a prepaid envelope to return the modem. Iwas disconnected after being placed on hold for more than 1/2 hour. I called again today to speak to a supervisor about returning the modem and ensuring the payment for the modem did not come out of my bank accountand was once again given the run around and told in no uncertain terms that thwy would not be sending me a prepaid envelope because I terminated service. This is the most frustrated I have ever been with a company. I have never lodged a formal complaint before or posted a bad review but I am compelled to do so in this case. After hours of trying to resolve the issue...that was not MY fault...and getting frustrated and angry to the point of crying...I have no choice. I am truly sorry to hear about your unfortunate ordeal. Please send your account info along with the description of your issues to feedback@distributel.ca and a Customer Relations Administrator will look into it for you.

Fri, May 03, 2013

-1 GTA,
ON
Not a good start with this one they sent me a faulty modem and want me to pay to ship it back and now the installation date has been pushed back.
I'm sure there must be a misunderstanding regarding the modem as our customers are not expected to pay for a modem swap. Please send your account info to feedback@distributel.ca and someone will look into it and settle this matter promptly. In the meantime, please accept our apologies for the confusion.

Fri, May 03, 2013

0 London,
ON
I switched from Bell DSL due to speed. Found Bell very reliable. Three months in with Distributel 28 mbps service. When it works, it is fine. The problem is that all traffic goes through Rogers and Rogers has twice created a DHCP problem so I can't connect. Only solution is to go through service. Distributel service is not bad if you can get past front line tech. Spent 45 minutes on line with front line tech repeatedly unplugging cable, wires, resetting, IPconfig, etc. That was not enough. 5 minutes with senior tech, problem diagnosed, ticket off to Rogers. I know they piggyback on Rogers lines but if I wanted to deal with Rogers, I would get Rogers service. Rogers problems are making this service unreliable, out 4-5 days in first 60 days. If this occurs again, I am going to have to go back to dependable DSL but really no choice. Customers on cable are usually very happy with their service. However, should you think about switching back to DSL, please know that we offer both traditional DSL and the more advanced FTTN which offers faster speeds. All info can be found here:
http://www.distributel.ca/en/category.aspx?pc=Internet

Wed, May 01, 2013

-1 Westmount,
QC
Been with distrubtel with two and half years, in all that time I never had a full month with problems and internet off for a couple of days at least, each time this happens I call, technical support tries to fix it, opens a ticket send technician and tells me the problem is fixed, less than a month later problems reoccurs and again hours on the phone, ticket, wait a couple of days for technician and works again. Till the day where they told me, call customer care and tell them distrubtel was not able to deliver it's promise to me and ask them to upgrade you to cable which might fix your problem, and in this case they will offer you a good deal since the problem is from their side and you been patient for 2 years. So i did and the customer service rep offered that I should pay 15$ more each month, and 5$ for modem rental which makes it 20$ extra per month, To get what I already should be getting and they will waiver the installation fee (which btw they offer to all new customers)! I said this is not Ok you're not offering me anything. Then he comes back with well i can offer 5 $ discount the first 2 months. What Kind of a company does this? well at least if it's your problem and you want to keep your customers at least fix it yourself and keep me paying what I'm paying, you don’t tell me I have to pay extra to get what I'm having after not even crediting all those times I had no internet and all the trouble i went through and still kept paying my monthly bill to you. And to make matters better. the month before I upgrade to a higher speed which I was told might help my problem (and It didn't, same problem occurred ), I upgraded and their representative told me I will pay 49$ a month, with no modem rental(since I already have the modem) and no dry loop and no installation fees only a 2$ extra fee will be added, Today My bill comes 68$!I did not agree to that, How can you have a verbal agreement with a customer and go and bill what you want behind his back? So I call and wait, I talk to the representative he says he will connect me with the agent who did this. and then they hung up on me. Called again, and another customer agent said he will connect me to that agent, and AGAIN THEY HUNG UP when connecting! TWICE! And now still waiting !!
STAY AWAY FROM THIS COMPANY! I was a loyal customer for over 2 years and I'm being treated like this.
I can certainly understand your frustration but I'm sure we can resolve this matter to your satisfaction. Please send your account info (and a mention to your post on Canadian ISP) and I have no doubt one of our customer relations administrator will take good care of you.

As for our agents hanging up on you, our agents are not authorized to do such a thing unless the customer screams and/or uses foul language. Therefore, I have to assume that the call was lost during transfer, which unfortunately happens occasionally with our new agents who don't master the process.

I trust we will hear from you soon and that this unfortunate event will be taken care of to your satisfaction.

Mon, April 29, 2013

-1 etobicoke,
ON
Terible customer service I'm sorry to hear that. If you feel you have not received the service you are entitled too, I strongly urge you to send a complaint to feedback@distributel.ca to insure that our processes are revised accordingly.

Mon, April 29, 2013

-1
Distributel is lying about the "great relationship" they have with their carrier(s) - they should know better than anybody how The Top Two don't like competition. If you run into an issue Distributel can't resolve themselves, prepare yourself for lots of frustration and an enduring wait. Distributel reps insist you'll be back up and running within 48 hours, but I've gone through two support tickets and this was never the case. My first ticket it took Rogers 4 DAYS to perform a 30 second task done remotely. The second time, it took Rogers 3 WEEKS to come around and check my lines. Despite this, Distributel offered me no apology or compensation for the downtime, and we played an endless amount of phone tag with each other. Since then, I have signed up with Rogers directly and am happy with my service. My advice to anyone reading here: do your research before giving your business to these smaller providers, which are essentially just people renting office space and the infrastructure owned by Rogers and Bell.

Mon, April 29, 2013

1 Mississauga,
ON
I have been a Distributel customer since April 2011. Other than an issue I ran into with the internet service dropping on and off over a 3 to 4 week period that took some time to get resolved (note it was a Rogers issue - other people in the area that had Rogers internet experienced similar issues during that time as well.) I have had no real issues - service works perfectly. I often do recommend the services to friends and family. I would recommend anyone that uses Rogers look into switching if they are a mid to heavier user of data services.

I think Distributel is a great deal. In our house we use the internet for Netflix quite often, my teeanage childern are always on the internet, we use it for our internet phone service (netTALK - another great service worth looking into if you are tired of high home phone bill from Bell, Rogers etc...) and I would from home 3 days a week accessing my work network via VPN connection. I need stable service and I get it with Distributel. We had Rogers for a number of years but the costs were just getting out of control - so we took control and switched and I am glad we did.

The one thing I do not like is that you can not login into the Distributel website as a customer to access and view the services you are paying for. There is a customer care page with an Account section where you can select and update credit card info for your account via a form that gets submitted. And this works but really I would think that an ISP should have a better website for customers! I would like to see my account info with the services I have, my credit card info and especially the amount of data I use in a given period. Hopefully they get with the times and update their internet site for customers!
Well, you will be happy to learn that we are presently working on a customer portal that will allow you to manage your account as wished. Unfortunately, I doubt very much that you will have access to the data usage as we do not keep track of individual usage. There would be no added value since our services are unlimited.

However, if keeping track is important to you, look on the Internet, there are various data manager applications available (some free of charge).

In closing I would like to thank you for your positive comments. We do appreciate you taking the time to post them.

Thu, April 25, 2013

-1 Whitby,
ON
I've been a customer with this company for less than a week, and I would have never of signed up had I read these reviews before hand. I had there tech install the internet yesterday...Only to be told it would take 24 hours for the internet to work... which is ludicrous...As you can imagine after the 24 hours had passed, I called back and was put on hold for a total of 2hour and 30 minutes, by five agents all together, Including SUPERVISORS...(Mark and Adam) This is completely unacceptable and lacks professionalism on all fronts. Since I am at work I cannot afford to wait this ridiculous times so I decided to keep my number in the queue and await a call back...Of course that hasn't happened either.....

I thought this company would be a great alternative to the majors but in close comparison before I even receive service I'm met with hostility, incompetence and lack of basic common courtesy.

I am going to wait 3 days to see if my issue is resolved if not I will cancel my service and file official complaint at the time.

If you looking for a third party carrier PLEASE do yourself a favour and AVOID RUN at all cost away from this company.. You'll save a lot of heartache and frustration in the end...
We apologize for your experience with Distributel so far.

We apologize for your experience with Distributel so far. No one should be given the run-around when calling in for support!

Distributel has been in business for over 25 years and rest assured, this is not a typical account of events leading up to the installation of ordered services, nor is it a reflection of the service level you can expect going forward.

We are committed to providing dependable service in addition to the best customer service in the industry. Please send your identifying details to feedback@distributel.ca so we may investigate and rectify the situation immediately.

Thu, April 25, 2013

0 Mississauga
I have been with 3WEB (Distributel) since 2002, I had nothing but great service. When Distributel bought 3Web my service transitioned smoothly with no problems. Yesterday I received a call from Distributel telling me that all 3WEB customers will be cancelled and I either pay Distributel full rate or my account will be cancelled. I currently pay $50 for 30MBS speed, VOIP phone with unlimited to Canada. if I would like to chose such plan with Distributel then my cost would be close to $90 (80% increase). They refused to communicate this in writing, the customer rep told me to go online to their site, check the "pricing" and call them back! Very disappointing! The process you are referring to has been communicated to our customers not only in writing but via email as well (sent to the emails listed on the account). If you have not received such a letter, I urge you to send an email to feedback@distributel.ca and we will send you a duplicate with pleasure.

Tue, April 23, 2013

-1 Ottawa,
ON
I have been with 3web (Distributel) for more than 2+ years now. I have never had a problem with them before until recently. It’s so hard to a Supervisor in their Billing section.

Last week of March while I was out of town I lost my wallet and all its contents. I called my Credit Card company and got my card cancelled. 3web account was setup to charge this credit card 1st of every month.

3web billing tried to charge the card the first week of April and it got declined they tried to charge it the second week and once again it got declined. After that my service was cancelled JUST WITHIN 2 weeks All my services with 3WEB got Cancelled. I realise I should I informed 3web of the lost credit card but I'm a 65+ senior and have a very hard time remembering things. As soon as I received my new Credit card I made the payment but my service is still cancelled. I placed a call to the Billing's department of 3WEB on Friday 19th April trying to get this resolved and have my service back up and they say that there is going to be a $94 Re-Activation Fees just to get my services back online and it would take at least a week to bring my services back online, where as it took only 2 days for them to cancel my services (Last day they tried to charge my card was on April 16, 2013 and my service was cancelled on April 18th 2013) I immediately asked them to put me through their supervisor. They informed me that was not possible, all they can do is update the ticket and the Supervisor will give me a ring back with 24 - 48 hours. I placed the call on Friday (19th April) Morning around 10:00 AM and today its Tuesday (23rd April) Afternoon 3:31 PM and I have not even received a single call from their supervisor even after my numerous attempts to call them. I'm supposed to be working till 3:00 pm today I called them again to let them know I'll sill late in the office till 4:00 Pm today just to attend the call but alas no call has come through yet.

What I don’t understand is that I missed my payment by 2 weeks and my SERVICE got CANCELLED? JUST TWO WEEKS??? I talked to one of the REPS and he mentioned that there is a policy that states that after 2 weeks the service will Be cancelled I can’t seem to locate it. My understanding was that before a service is cancelled it is put on hold. Following is what it says on my login portal

“Cancelled: If a service is on-hold for an extended period of time, it will become cancelled. Cancelled services cannot be re-activated. You can however visit www.3web.com to sign up for a new account.”
Is 2 weeks CONSIDERED an EXTENDED PERIOD OF TIME???

In all honest I LOST MY WALLET didn’t have a card to make a payment as soon as a New one arrived I made the payment and in two weeks all was gone. This is really upsetting and it’s been since Friday that I have been without any phone or internet services just because I’m waiting for a call back from a SUPERVISOR to discuss this matter. I don’t even carry a CELLPHONE.
I hope via this forum 3WEB can put an end to my Misery.

Manjit
I can understand your frustration. I suggest your voice your discontentment by sending an email to feedback@distributel.ca and a Customer Relations Administrator will contact you. It is never our intention to leave a customer without service, so I do apologize for any inconvenience this may have caused.

Tue, April 23, 2013

Comment Ottawa
I'm the same user who posted the previous comment. I have been sitting all day near the phone waiting for their call ... I step out for a minute to get something to drink and there it is a missed call from them ... I have called them back and they said they will try to get the super to call me back i just hope I don't have to wait for 48 hours again to speak to a supervisor at the 3 web billing section.

Question for distributel. When I was talking to a rep at the billing they mentioned that their policy is to cancel all services if the payment is declined twice is that true? in my case in two weeks even though there was a genuine reason behind it my services got cancelled.

Sun, April 21, 2013

1 Toronto,
ON
I Love Distributel no cap I Problem setting up not my modem early 4 days before setup date I Love The Speed And The Modem The Gavie Me a Thomson DCM476 Fast Play Game On Xabox And PC the fist 2 weeks I was getting 44Mbps Now I'm Getting 28Mbps Witch Is What I'm Paying for it fast haven't had any lag yet loving there System Thank you Distributel 10 out of 10 I give you Thank you.

Fri, April 19, 2013

1 Montreal,
QC
Been with Distributel around 6 months now. We've had 0 downtime and 0 throttling. My only complaint is that it took them quit some time to get back to me when I initially inquired about setup and they were only able to start service a month afterwards. I think Videotron is more to blame than Distributel though as Distributel's using their infrastructure. I'll post another review when we move in a few months. Thank you for taking the time to provide us with your feedback. It is always greatly appreciated.

Fri, April 19, 2013

-1 Toronto,
ON
They raised their prices without informing anyone. No longer do I see this provider as a cheaper alternative, but about on par with Rogers. The price change does not affect our existing customers, unless they make a change of service. Also, keep in mind we offer UNLIMITED only, which is something Rogers does not offer.

Fri, April 12, 2013

1 Courtice,
ON
We have had no problems at all with Distributel. We were with Rogers cable previously and were often going over the usage limit and paying big bucks for doing so. No worries about that with Distributel. We can stream movies over Apple TV and Distributel handles that beautifully. Set-up was easy. Thanks for taking the time to share your experience with us. This kind of feedback is always welcome. We are looking forward to many years of great partnership! Have a great day!

Mon, April 08, 2013

-1 Toronto,
ON
I was a loyal customer for 8 years, starting with 3-Web and ending with Distributel. I was a mostly happy customer till my internet went down March 25th and 15 days later they were still unable to provide a resolution. They were advised that it was impacting at least one other Distributel customer and despite that continued to treat it as an isolated incident for several day. They are a good provider provided nothing happens between them and the local provider. If that happens run away as they will not be able to resolve it. That is very unfortunate. Our carrier usually reacts promptly to this kind of situation. Please accept our most sincere apologies.

Sun, April 07, 2013

0
Is it possible to have a modem re-provisioned, or will you need to sign up all over again and be sent out a new one? If it's a Distributel modem, it shouldn't be an issue. If not, yes, we will need to send out a new one. For more info, please contact our customer care at 1 877 810-2877
Thank you!

Fri, April 05, 2013

-1 MONTREAL,
QC
Not a great start at all. Disappointed even before setting up the connection.

I was hoping for a decent service when I opted to terminate my long commitment to another ISP for distributel. Yesterday was my installation date and only Bell Guy shows up, apparently they have one more (telecon i guess) technician that visits the same day, who didn't show up. The next visit from them will be 5 days frm now on. And I will be without internet for those 5 days unless they don't show up on that day as well. Ridiculous!
Has this unfortunate situation been resolved? Either way, please send your account info to feedback@distributel.ca with a mention of this post and we will make sure you are credited for the days without service and also, your feedback will help us improve our internal processes.

Thu, April 04, 2013

0
I left Distributel for one of the monopolies and regret it deeply. Will Distributel take back ex-customers, because while they may be a less known provider, they are clearly superior and more affordable. I only left in the first place because my support ticket wasn't sent to the carrier in the given timeframe e.g. it took weeks and not 24-48 hr Of course we will take you back. And we will be happy to do so. Just call 1-877-301-4077
Monday to Friday 8:00 a.m. to 9:00 p.m.
Saturday 9 a.m. to 5 p.m.
and we will take care of you.

Sun, March 31, 2013

1 Oshawa,
ON
Many bad comments here and seems to be more issues with cable internet and not DSL. I just wanted to comment and say I am very pleased with Distributel. I have had there 6 meg.DSL for years and never had an issue. I also have there long distance North America package,with perfect quality and service. I am now considering a home phone with them and dumping my over priced bell. Any comments on the call quality of home phone with them ? Having long distance with them, the call quality is perfect. I am curious to see what others with the home phone and what there VOIP phone quality and experience is like. It will be combined with there DSL internet.
I can only answer from the point of view of the ISP but basically, the phone quality is based on the quality of your internet connection. Considering you indicated that your internet is working great, your phone should be of the same quality. I myself use Distributel's phone line and never had an issue with it. Hope this helps.

Sun, March 31, 2013

1 Franklin,
QC
been hook up for one week now for intenet and ip phone and i am very very satisfy ,great service



Thank you. We appreciate your feedback.

Sat, March 30, 2013

0
Cable internet service has stopped working. The modem appears to be in working order, but after opening my browser I'm directed to a Rogers landing page which states there was a problem connecting the modem to their network. Have you guys cut me off? :S I wish I could answer this question for you but seeing this is an anonymous post, I can't. Therefore I strongly suggest you contact our technical support team at 1-877-810-2877. One of our agents will be more than happy to verify the service connection and troubleshoot accordingly. Thank you.

Mon, March 25, 2013

-1 Burlington,
ON
I ordered the 15mbps DSL service on moving to Burlington as well as the home phone service. The home phone service was set up wrong for the first month and I couldn't make any calls outside the local area. However, even after that was fixed by them, the quality of the phone was terrible, most likely due to the poor internet service. Although the internet service was initially near the promised speed, within a couple of weeks it dropped to a speed of 4mbps download and only 0.15 mbps upload. After spending a month on and off on the phone with technical support and making all kinds of changes including changing the modem, having bell service come out, changing cables, etc etc (all in all probably at least 5 hours spent on the phone with them) I eventually decided to give up on them and asked to cancel the service. I also asked them to refund me the phone charges (the phone was so bad that I have not been able to use a phone modem I need for work with it, which was the main reason I got the phone line), the installation charges, and the difference between the price of their 6mbps service and the 15mbps I was charged for. Incredibly, they refused to refund any of these with the exception of the phone charges for the first month. The "senior associate" I spoke with had the nerves to tell me that the service says "up to" 15mbps, so they cannot guarantee anything and won't refund any part of the charges. Can you believe the nerves? All I asked for was to have the charges reduced to the service level that is still above what I got, and he would not budge. So, I gave up on him and instead have called my credit card company and asked them to refund the charges as I don't believe I got the service I paid for. I will not be trying or recommending Distributel again. I am sincerely sorry to read about your less than stellar experience with us. If you could please send your account info with a copy of this post to feedback@distributel.ca I will make sure someone investigates your complaint and gets back to you with proper feedback.
Thank you

Sat, March 23, 2013

1 Laval,
QC
Salut ! I am getting often twice the speeds I pay for ! What you must consider before going with Distributel: independent ISP who is restricted by their carrier, and incapable of solving all problems in an instant. With that said, the support is always working fast and hard to solve your problem. Pros: high speeds - affordable service - no contracts. Cons: sporadic outages - restricted by carrier - too little agents working the phones/call times. All in all, I would rate them a 9/10 and we should all be thankfull they are allowed to exist. Without them we would not have much choice as a consumer. Thanks for your feedback. It's very much appreciated.

Sat, March 23, 2013

-1 Windsor,
ON
The service has REALLY gone down the drain recently (within the last month or so). Speeds are decent WHEN it works now. I am up to 74.5% packet drop rate (pinging www.yahoo.com at [98.139.183.24]) with an average ping time of 500 ms and upwards of 10 seconds. I was told that I was going to be contacted by the technical department by that has not happened yet and I sent out the original email nearly two weeks ago with no resolution in sight. I called it in a few days ago and they told me that it was because Cogeco was upgrading the lines, but I just called Cogeco and they said that nothing like that is happening in my area.

I'm NOT going to get in the middle of a he-said-she-said. I EXPECT the issues to be resolved like...a week ago - tops, and so far, it hasn't.

This is getting ridiculous. And over the last month that I've been tracking this, I've seen packet drop rates as high as 85%.

Find the problem. Fix it. I don't care how. Just do it. This has gone on long enough and there are NO indications that ANYTHING is being done to resolve this issue.
I totally agree with you.
If you have not yet received a satisfactory response from our technical team, please send your account info with a copy of this post to feedback@distributel.ca and I'll make sure someone looks into it promptly.

Fri, March 22, 2013

0 Guelph,
ON
Distributel had a bad start with me, but today as the service satarted I must say they are very good; the guy took his time to make changes and fix a bunch of stuff that he did not have to; the service is fast for 1/3 of what I paying for Limited... Want a good service for Very Good Price, go Distributel. I should have done it years ago. Roger B. Thank you

Fri, March 22, 2013

Comment Mississauga,
ON
As I said in my comment on March 19: STAY AWAY!!
i'm sure the person that reply has good intentions and I with him luck if he is going to try to find the explanation he says there must be. I have spoken with Marilyn, Pierre and many others and the explanation is there is always a charge when there is a change in plans. So I should have known that the person who I asked several times if I was going to have to pay anything extra lied to me. This is misleading here or anywhere.
Nobody could explain the charges to the credit card company both times and that's why I got my money back then. Amber Hancock, Director of Administration, couldn't or didn't want to explain to Ellen Roseman from the Toronto Star and Steven Cameron, Manager of "Quality" & Training there couldn't explain it either to the Better Business Bureau. If you want my account information go to the BBB and search for CASE#: 2081197 against Distributel.
Distributel has been in business for a surprisingly long time and the reason is because they offer cheap service... and the customers get what they pay for. Fortunately that just lasts until other business come to play, like Teksavy, Comwave, Telehop, etc. I was forced to go back to Rogers when I had to cancel Distributel because I didn't want to sign a contract. To my surprise, today I pay $36.39 instead of $42.95 for a much faster internet and in this two years (this is how long these people have been harassing me) I have had to call two times instead of the 32 I had to in the little more than one year I had Distributel.
Mr. Cameron has a Bachelor title in physical geography, he should stick to that, because he has no clue of what customer service is.
STAY AWAY!!! There are others to select from.

I posted my bad experiences with Distributel on March 19. But it doesn't end up there. They sent a charge that doesn't exist, for a service they didn't provide to a collector agency; and these people in turn posted a bad note on my credit record!!
So even if I paid this, not because I owed the $126 but because I am forced so my name can be clean again (it's the first time I have anything bad on my credit record) it will take seven years to clean it up.
I am sure this is not for the money, this is just revenge because I refused to accept their unjustified charges. They could have made the money in a couple of months just by keeping me as a customer, but strangely enough they let me go and now they damaged my good name and it is going to cost me. This is shameful.
The person who replies to the comments here could not find an explanation of what has happened, like they couldn't provide it to the credit card company or to the BBB.
FYI: I am in the process of investigating your account and hopefully I should have some answers for you soon. Thank you for your patience.

Wed, March 20, 2013

-1 mississauga,
ON
poorly managed

Tue, March 19, 2013

-1 London ,
ON
Terrible customer service..

Terrible customer service..

It all started when I wanted to upgrade my service, I was sent a new modem to plug in, and was to return the old modem via Canada post. No big deal.

I made the mistake of going on vacation right after upgrading my internet service, so I forgot to return the original modem for a week or two. The day I returned from vacation, I sent the original modem back..

A few days later I get a lovely piece of paper in the mail saying I now owe distributel for the cost of the modem..

I call Distributel and explain the situation, that the modem is in the mail and was wondering if there was anyway the bill could be delayed a week or two, so that the modem would be received and I wouldn't be charged for the cost of it.

The customer service rep tells me that's absolutely possible, and to simply put a stop payment for the pre-authd debit transaction, and that they would try again in the middle of the month, after the modem had been received and processed in Ottawa.

So, 20$ later (my own doing I admit), the payment was stopped and started a few days later. In the middle of the month, distributel charges me AGAIN for the modem!!

This time I call and speak to another rep, and explain the situation. After about 10 minutes on hold, he returns and says that probably IS what the first rep said (based on the notes she wrote)but it doesn't work like that.

He goes on and explains how I now have a credit on my account for the cost of the modem. At this point in time I say, Ok, may I speak to a senior representative, to which he replied "why?".. After finally being transferred, I go to put in a "call back number" and the call disconnects entirely...which often happens when i try and leave a call back, so i waited another 15 minutes to talk to another customer service person, JUST to wait ANOTHER 10 minutes to talk to a senior customer service rep.

The senior rep was speaking entirely too fast for me to understand, I even had to ask him to slow down at one point. After explaing the situation, YET AGAIN, and being on hold for another 5-10 minutes, he comes back and says Yes sir, you're entirely correct that we shouldn't have charged you for the modem the second time and that a computer glitch was at fault "it happens from time to time". I say okay, is there anyway I can get the money back instead of having a massive credit on my internet account, he says yes but it will take a month to direct deposit it back into the account...

His "compensation" was 5$ off my bill for a few months AFTER they take the credit I've already paid them

How can you possibly have one customer service rep tell you one thing, to call back and have someone else tell you something entirely different?

Funny, I really didn't even want the service after this experience.
I made the mistake of going on vacation right after upgrading my internet service, so I forgot to return the original modem for a week or two. The day I returned from vacation, I sent the original modem back..

A few days later I get a lovely piece of paper in the mail saying I now owe distributel for the cost of the modem..

I call Distributel and explain the situation, that the modem is in the mail and was wondering if there was anyway the bill could be delayed a week or two, so that the modem would be received and I wouldn't be charged for the cost of it.

The customer service rep tells me that's absolutely possible, and to simply put a stop payment for the pre-authd debit transaction, and that they would try again in the middle of the month.

So, 20$ later (my own doing I admit), the payment was stopped and started a few days later. In the middle of the month, distributel charges me AGAIN for the modem!!

This time I call and speak to another rep, and explain the situation. After about 10 minutes on hold, he returns and says that probably IS what the first rep said (based on the notes she wrote)but it doesn't work like that.

He goes on and explains how I now have a credit on my account for the cost of the modem. At this point in time I say, Ok, may I speak to a senior representative, to which he replied "why?".. After finally being transferred, I go to put in a "call back number" and the call disconnects entirely...which often happens when i try and leave a call back, so i waited another 15 minutes to talk to another customer service person, JUST to wait ANOTHER 10 minutes to talk to a senior customer service rep.

The senior rep was speaking entirely too fast for me to understand, I even had to ask him to slow down at one point. After explaing the situation, YET AGAIN, and being on hold for another 5-10 minutes, he comes back and says Yes sir, you're entirely correct that we shouldn't have charged you for the modem. I say okay, is there anyway I can get the money back instead of having a massive credit on my internet account, he says yes but it will take a month to direct deposit it back into the account...

His "compensation" was 5$ off my bill for the months AFTER they take the credit they've given me...

Funny, I really didn't even want the service after this experience.
I am sincerely sorry to read about your experience with us and I do apologize. Process automation is meant to simplify things for both the company and the customers, not make them more complicated. Obviously, this process needs to be reviewed and adjusted accordingly. As for the misinformation you received from our employees that should not have happened. Unfortunately, we have many new employees who recently finished their training and it is possible that the billing process is not completely mastered. We will however make sure that our agents receive the proper follow-up training in order to avoid such a situation in the future. Again, please accept Distributel's apologies and thank you for taking the time to share our experience as it will help us improve our internal process

Tue, March 19, 2013

-1 Mississauga,
ON
My experience was very bad. Since I signed with them I had interruptions repeatedly. I had to call every week and it was always the same: unplug and plug the modem...
I called to cancel as soon as the year was over and they offered to from DSL to cable at no cost. I agreed to that and only that. It was very surprising to see a charge on my credit card for $107 afterward. I called and the rep they you shouldn't have charged me, but they were willing to return only $40. It might not be a lot of money (and you certainly seem to need it more than I do) but I'm not going to pay for something I didn't buy. I read on a blog someone else had the same problem. I had to put a dispute with my credit card and got the money back, these people could not show anything to support the charge. A few moths later they charged the credit card for more than $500 claiming I had not returned their equipment despite the fact I had asked them where I should take it to. They said they were going to send a prepaid label so I could mail them everything, but they never did. I ended up paying for the mail. Again I disputed the charge and got the money back.
Now they sent a new charge for $125 to a collection agency.
They are desperate for the money at whatever cost. They don't care if they lose more customers (not very smart business policy) it is illegal to charge for something without an agreement.
STAY AWAY!!
I am sure there is a valid explanation to all this. We would not have stayed in business for over 25 years if our practices where anything but legit.

I would appreciate if you could send your account info with the details of your claim to feedback@distributel.ca and upon receipt, we will investigate and get back to you with answers.

Until then, please accept our apologies for any inconveniences you may have been subjected too.

Mon, March 18, 2013

0
Robbers takes too ****ing long to fix problems and makes this company look worse than it is. Distributel is awesome when it works, but their carrier is a pain in the ass.

Wed, March 13, 2013

-1 Etobicoke,
ON
Very unpleasant provider to deal with. Their call center is understaffed and not always available to help you in a timely manner. On top of that, Distributel do not own any copper or fibre... I believe they resell services they buy in bulk from the provider. This means you are in for a long wait should serious problems occur. It is a known fact that we are an independent service provider and do not own the infrastructure. But our relationship with our carriers is great and in the majority of cases, problems are fixed in a timely manner.

Thu, March 07, 2013

-1
Daniel from tech support is the only one with a clue. Everybody else will give you the runaround and have you wanting to pull out your hair in no time...

Thu, March 07, 2013

Comment London,
ON
It all depends on what the problem is. Distributel has doubled or even tripled their customer base in the base year or two, due to Rogers AND Bell screwing people left and right. You cannot expect a small company to treat you the way Rogers or Bell does. Those companies have all the power, and they want to keep it. Of course they're going cater to their own customers, but if you get a problem that a third party such as Distributel or TekSavvy has no control over, Rogers and Bell will fight you tooth and nail. Rogers should get a clue and stop pestering it's third party carriers with hold ups. The only reason my internet even HAD a problem when I started with Distributel was that Rogers had continuously told Distributel that my modem was activated and authenticated for use on their system. Distributel has no way of activating your modem on the Rogers network. But guess what? Rogers didn't authenticate my modem, and I was stuck for a week until someone from Rogers cared enough to contact the tech rep that I was dealing with. So you say there's a problem with Distributel's service? I say they're doing a damn fine job considering how many people are smartening up every day and leaving those CROOKS at Rogers and Bell. Thank you for your comments.

Thu, March 07, 2013

Comment Ottawa,
ON
If you need any proof of how poor DISTRIBUTEL's customer service is you should view how they chose to answer my comments "STAY AWAY FROM DISTRIBUTEL!!" posted on March 5, 2013. They addressed several legitimate business-losing concerns by posting their hours of operation. Well played - keep ignoring the customer and their experiences and see how far it gets you. You are absolutely correct and I apologize. The truth of the matter is that although from your personal experience, our company offers bad service; it does not reflect our daily reality. For the record, our customers are very important to us. If Distributel would offer the kind of service you mention to all of its customers, we would not have been in business for 25 years...and counting.
Also, the post being anonymous makes it impossible for me to access your account and provide you with answers specific to you. But I will do my best.

Long wait times: if you call during peak hours, or on Mondays, you might wait longer than usual. At the time I am writing this note, the average wait time for the customer care is of 3.25 minutes while the average wait time to speak with a technician is 11 minutes.

No receipts: since we only offer unlimited services, your monthly payments are always the same and such is stated on the original service order. If for any reason, the amount differs, you will receive an invoice/statement. At Distributel we have a green policy and do everything we can not to print documents unecessarily. Also, we are in the process of implementing an e-care center so that our customers can access and manage their account.

Secretive: We do not monitor our customer’s internet usage. Such a process is cumbersome and not profitable since we only sell unlimited. There are several software available to monitor your bandwidth usage. Some of them are even free of charge.

Downtime: As a service reseller, we have processes we must abide by and are sometimes at the mercy of our carriers.

In closing, I apologize for the inconveniences. It is never our intention to provide a bad experience to our customers.

Wed, March 06, 2013

1 London,
ON
I have had my problems with these guys in the past, however I have to admit I have not had my internet go down (besides when it was a Rogers issue) in ever. Even then, there was fault on both Distributel and Rogers. Once you get connected though, it's clear sailing. I'm wondering if these negative comments are even coming from genuine former Distributel customers, or has Rogers employed someone to canvas the internet with their propaganda? Think about it before being so quick to judge these guys. You never hear from the people that are happy with their service, only the people that are unhappy. Thank you for taking the time to share your positive comments. For what it's worth, considering we receive more positive feedback overall, we can't help but ask ourselves the same question everyday.

Tue, March 05, 2013

-1 OTTAWA,
ON
STAY AWAY FROM DISTRIBUTEL!! I ONLY HOPE MY EXPERIENCE WILL PREVENT EVEN ONE OTHER PERSON FROM SIGNING UP. Clearly they do not care about the customer or the service they provide. They only want your money. I wish I didn't ignore all the negative reviews and I would have saved time and money. 1. LONG WAIT TIMES: Every time you need to call the call center you will be in for a 40-60 minute wait before you get an agent. Every time. If your time is worth nothing then maybe this will not be a problem for you. Wait until you need to call them because the incompetence of one of their agents forced a billing issue - 2 hrs of my time to deal with your mistake? Reprehensible. I have also for 8 months brought this topic up on every single phone call to them and no service improvement on that end. They don’t care. They would rather funnel money into advertising then solving a structural business issue. 2. NO RECEIPTS: They will only provide you with a monthly statement if you pay them $2 per month for it. I have asked for a monthly bill after realizing I never received one in like 7 months being with them and discovered this gem of a corporate policy. They do not offer any alternative methods of receiving a free statement (e-billing?? hello 1995 called to remind you that you can e-mail your clients for free!). Agent (Tanisha - Ottawa office): Yes we have been sending the monthly statements to you. Me: no you have not. (YES/NO/YES/NO follows). Agent (...5 min. later): Ok I see here that we have not been sending them to you. These agents are the very definition of incompetent. Agent Tanisha actually wrote down in the call notes “Customer would rather terminate the service than pay $2 for a bill every month”. Which I did say. So what did she do? She set me up for receiving statements at a cost of $2 per month. The next agent I spoke with when I called back a couple weeks later (1.5 hours in the toilet) tells me it looks like there was a misunderstanding. Umm no. Tanisha clearly wrote “I WOULD RATHER CANCEL THAN PAY FOR A STATEMENT”. Complete Incompetence. 3. SECRETIVE: Distributel will not tell you how much internet usage you are using every month. They claim to not have this kind of data and so cannot provide it to you. I made a complaint letting them know how can I as a consumer make an informed choice about my ISP when I can’t even see how much bandwidth I am using. Maybe the unlimited plan is not a great deal for me. End result - they don’t want me or YOU to make an informed decision about the value of their service. They want to keep you in the dark and in fear of a data cap that the other companies have. 4. HORRIBLE DOWNTIME. Enough has been said about this. When Distributel goes down...they stay down. Forget having your internet fixed in 2 hours...try 3 days.

I CANCELLED today rather than ever having to call their crappy call center again. My time is worth so much more than 50 minutes on hold. They are not open on weekends either so good luck getting in contact with them if you have a normal 9-5 job and can't spend 1 hour on hold.
Our business hours for Customer Service are the following:
Monday to Friday 8:00 a.m. to 9:00 p.m.
Saturday 9 a.m. to 5 p.m.

As for Technical Support the hours are:
Monday to Friday 8 a.m. to midnight
Saturday and Sunday 9 a.m. to midnight

Tue, March 05, 2013

-1 Waterloo,
ON
The CS department will be the downfall of distributel. It says here how they have hired and trained sooo much staff, but they sure have a funny way of showing it. Like others have already said: you are forced to WAIT, WAIT, WAIT. The call-back feature they have is better than nothing, but even then an agent is not getting back to you in under 30 minutes. The worst part about team distributel? The first agent you speak to will tell you one thing, and the next something different. You as a consumer are always playing phone tag with these dolts and getting a different person each time. To put it all into perspective: I spoke to an agent who said my issue would need to be escalated to the carrier and a ticket would be made, only for a week to go by without anyone following up on it. The next week a different agent contacted me and asked if my service was working. It wasn't and he then had to send the ticket through. All in all, the line of communication just sucks between distributel and the consumer. I thought with support being Canadian it would be really good, but it's simply not the case. I may use them as a provider again in the future, should they still exist and show signs of improvement. :-(

Tue, March 05, 2013

-1 Markham,
ON
Very slow during 5pm and 7:30pm. I average 0.35 mbps upload on a 3 mbps upload plan during these hours. very frustrating. not worth the money. would be ok for $5.99 a month. This comment is very surprising considering we do not offer 3mpbs upload.

Are you certain your account is with Distributel?

Mon, March 04, 2013

-1 Ottawa,
ON
BE FOREWARNED - STAY AWAY.

An unrelentingly horrible experience. It is impossible to describe the level of frustration after 12 days of mind-numbing incompetence during the process of trying to switch to Distributel. I gave up and went back to Rogers. Imagine, they made Rogers look like a shining example of how to run a business! Distributel still charged me $77 to bail, although I never succeeded in receiving one second of service from them. I have managed to rationalize the $77 flush as the cost of learning how truly lame this ISP is. So I paid the money and learned the lesson. Don't waste your money too.
I am truly sorry to hear about your negative experience with us. If we can assist you in resolving any outstanding issues, please don't hesitate to send your account information to feedback@distributel.ca and a Customer Relation Administrator will contact you.

Mon, March 04, 2013

-1 Ottawa,
ON
Recieved a modem from Distributel with the incorrect power supply, 2x the correct voltage. Long story short, got the correct adapter, the hardware doesn't work anymore (was used with the wrong adapter) and have been instructed to unplug and reset the hardware/my computer about 100x. They are not "authorized" at this point to provide me with an exchange on my hardware until I reset the modem somemore and verify the issue. My time is worth more than this, and will be switching back to Rogers or Bell shortly. It's actually funny if you listen in the background to the call center all you can hear is customers being instructed to reset this, restart that. Very incompetent tech department. Customer service and technical support would be greatly improved if outsourced to India, or Narnia for that matter. Stay with Rogers or Bell unless your time is really not worth anything.

Fri, March 01, 2013

-1 Ottawa,
ON
Horrible experience

Distributel is by far the worst I’ve had.

I originally ordered after looking at an ad online. The lady who took my order wanted my credit card number and to put a charge of 122$ on it. This covered the first month and a half of service, activation fee's, setup fee's and the modem rental. The lady reassured me that this was only for the initial payment, after such time I would receive a bill so I can pay through online banking.

I already had my own modem, this company forced me to rent their own modem which did not offer routing capabilities for over 3$ a month. I was offered to purchase it at full price but was told I could not use my own and had to pay for it.

I was not happy considering I paid a good price for my gig-e and wireless-N wifi modem/router combo but what the hell.

After receiving the modem my services were activated. No issue on that part.

I later received a service order with a preauthorized payment agreement for them to take $52.00 off my credit card monthly for my services. This is the opposite of the agent at sales had told me. I was supposed to get a bill.

I called immediately on the 14th of January, and explain that I did not want part in preauthorized payments. Only at this point was I told that Distributel only took preauthorized payments.
I let them know I did NOT authorize them to take money out of my account, and I did not sign or return the service order form they sent me. I therefor did not consent to the preauthorized payments. The agent told me not to sign the form and that my services would be canceled by the first.
I left on a business trip for a little while and did not return until late next month. Right before my return I had phone another provider for an installation of services. A provider I knew took monthly payments without forcing me to go preauthorized.
On my return I was called that they could not install due to another provider already being there.
Luckily when I originally called Distributel I only gave them a prepaid credit card, and I had put the exact amount of the money they were taking on the card prior to giving them the number. I was reassured it was only used for the original order. As it turns out Distributel did not cancel my services and attempted to take 52$ out of my account 4 times during the month. I was not expecting this and therefor had not put any funds on my prepaid card. From the 15th of the month I did not have any service as they had suspended my account for non-payment. (the same account I asked to be cancelled). While I was away everything should have been unplugged.
So I called about 10 times, demanding my services be pulled. Each of those 10 times they refused. They wanted a full payment of 62$ (full month’s payment + 15$ fee for insufficient charges on my prepaid credit card). They also mentioned when I called the month prior I spoke with a billing agent, not a cancellation agent. (as if I was supposed to know they had different people for billing and cancellation) So I asked for cancellation.
It was almost month end and my services had been suspended since the 15th. Not to mention the fact I called a full 31 days prior to ask my services to be cancelled. But in order for me to cancel and allow a new provider to come into my home, Distributel demanded I pay 62$ in full, and this agent told me I would have to then pay another 52$ for the next month’s service, however after that the services could be cancelled. The agent explained that it was too late in the month to cancel the services and that because Distributel would be charged for the line by Bell, I would need to pay an extra month to Distributel.
I was outraged at this point and asked for a supervisor. After holding for 15 minutes, I heard nothing but a click and the line dropped.
I called again the next day after calming down, deciding I would pay the 62$ and the 52$ and I would finally be rid of these slime balls. When I called I immediately asked for the supervisor in order to ensure my account was to be terminated. This supervisor (on a Saturday) told me that this Saturday was the last day to cancel service, therefor the day before I should have been able to do it.
I granted authorization to take the 62$ and cancel my services for the end of the month., the supervisor “David” called me back saying the payment system was offline and that he would process the payment and cancellation on Monday.
On Tuesday I still had no internet service and there was still no way to install another provider. I phoned in again to find out the supervisor I spoke to took two days off , Monday and Tuesday and my payment wasn’t processed and that it was now too late to cancel my services etc… etc…
So I told them to just take the payment and to cancel my services ASAP.
I phoned back asking for a supervisor on Wednesday to ensure everything was ok. David was the one who called me back. The only good thing about all of this calling was their callback service. He confirmed taking my payment and that my services would be cancelled by the first. This is again the opposite of what another agent told me. Each time you call Distributel you get a different story.
Each agent I spoke to told me a different story about the way things work and their policy.
After paying my 62$ finally on the 26th my services never came back online. I called as I couldn’t get another service provider and I wanted service until the end of the month considering I am paying for the full month… I was told that David cancelled my services effective immediately when I spoke to him last. This is again not what I had asked for.
The agent offered to rectify the situation however I told her to never mind. I was not going to go through anything to get my services back online for the little time remaining. I did ask to be credited for my services.. I was put on hold for 20 minutes and she came back with a comment which confirmed how greedy and lame Distributel really is.
She let me know that Distributel does not give credits to people that cancel their services.. I couldn’t believe it but she actually told me that her supervisor wouldn’t let her credit me as I was cancelling my service. I told her it was not a retention method that would work after over 15 calls and speaking to over 20 agents. Here is no way I would ever go back to that company if you can even call it that.
I paid for a full month and fee’s for a service I had asked to be cancelled well before the required date. Due to an error on Distributel’s part I had to pay the next months’ service. I also had to pay an extra 15$ free for insufficient funds on my prepaid credit card as I didn’t expect the payment to arrive.
I paid the fee and for a full month’s service, only to have my services suspended until the end of the month. My services did not work from the 15th of the month until month’s end. And a credit for days where services were not offered was refused.
This has prevented me from using Distributel’s service, and also prevented me from installing another ISP. I will make it a mission to spread the word and ensure there are as few Victims of Distributel as possible. By the way I work in IT for a service desk giving advice to several thousand clients. My opinion will make a difference and I’m sorry but please do not bother with further communications. I have contacted your agents over 15 times with absolutely no progress. Now that my services are finally being cancelled I am happy.
Marc-Olivier from Ottawa, ON

Fri, March 01, 2013

0 Toronto,
ON
I received the following ISP response,

"I am terribly sorry to hear that. I don't know where you sent those emails or who you spoke with, but I would appreciate if you could send your account info to feedback@distributel.ca and reference this post. I promise someone will look into this without further delay. In the meantime, please accept our most sincere apologies."

sent in response to my posting on this website on February 6 which was,

"Non existant customer service! I have contacted them by phone and email five times in the last five months to correct a billing problem. No response from Distributel. Rather than correcting the situation and getting back to me, they continue to bill me for the problem they created and ignore my pleadings! This still continues to this day and each month they continue to add $34 to my account for the original overdue account that was never valid in the first place. Stay away from this lot!"

As requested above, I contacted Distributel to the email address provided in the response and copied them on the history of all communications I've sent to them. To date, I have not received any reply - again - to my issue regarding the billing headache they have created for me.

Even when they say they promise to do something, they still don't do anything at all.

Again, be wary should this company get a hold of you credit card number.
Merged multiple reviews. -Admin

In response to the feedback received from Distributel below to my ongoing saga, "I have asked our Customer Relations Administrators and they assure me they have not received a recent email (feedback@distributel.ca) regarding this matter. Could you please re-send your email making sure to include this comment and someone 'will' look into it today and get back to you. Again, we do apologize for the inconvenience." I have again resent my message. How in the world can this company not be receiving my email and phone messages??
For any new customers out there, let this be a warning that once they have your credit card number, you no longer exist to them as long as your money keep flowing.
Merged multiple reviews - Admin
What a joke this company continues to be. The following response to my last posting on Feb 23, the rep from Distributel posts "Just to clarify on my comment, the only thing we have to go by is the description of your problem. Your identity on this site being anonymous does not make it easy for us to identify you with certainty. So if no one got back to you yet, please provide me with the date and time your email was sent as well as the description of the subject line. I'm sure we can sort this out." Not sure why you'd need the date and time of the email I sent but since you ask, it was "Sat, 23 Feb 2013 09:42:25 -0700 [13-02-23 09:42:25 AM MST]" as copied from the email header. Not sure what you can do with this. I'd rather someone in your company just simply answer my repeated emails, or return one of my phone calls would be nice.Why don't you post your email address in response and I will forward the communications directly to you so you can see for yourself how badly your company is doing. After resending my email again on Feb 23 as you had advised me to do, I continue to receive no feedback. Funny this time I did receive two read receipts for my email from Michal Sirek, and Shannon Hayes On Feb 23, but no reply from either of them since, nor anyone else for that matter has been received yet. It is now March 1 and the time keeps ticking. Again to all prospective customers I highly recommend you stay away and let this company dissolve to dust where they belong. For the life of me I can not understand how this company's executive is letting their staff get away with this. Is there no executive in place? Who runs this company? Are they not ashamed at the persistent theme in this forum? Once again, stay away.
I have asked our Customer Relations Administrators and they assure me they have not received a recent email (feedback@distributel.ca) regarding this matter. Could you please re-send your email making sure to include this comment and someone 'will' look into it today and get back to you. Again, we do apologize for the inconvenience.
Merged multiple reviews. -Admin

Just to clarify on my comment, the only thing we have to go by is the description of your problem. Your identity on this site being anonymous does not make it easy for us to identify you with certainty. So if no one got back to you yet, please provide me with the date and time your email was sent as well as the description of the subject line. I'm sure we can sort this out.
Merged multiple reviews. -Admin

I am totally baffled by this. The reason I asked for the date/date and subject is because I have access to the email folder and was hoping to locate it to insure it is addressed asap. However, I don't have anything that corresponds to the description of your problem.

So please resend it to commentaires@distributel.ca (which I receive directly) and please make sure to indicate 'From CanadianISP' in the subject field. I will make sure it is addressed without further delay.

Again, I do apologize.
_____________________________________

Status as of March 5th, 2013

I have finally received your email and as suspected, it is a 3Web account and not a Distributel account. Although we aquired them a while back, they still manage their portfolio until the accounts are transfered in our database.

Therefore I have forwarded your email to the 3web supervisors and asked that you be contacted without delay.

Fri, March 01, 2013

-1
Goodbye you guys. It was nice while it lasted but soon turned sour. My service went down 2/11/13 and wasn't restored again until 2/25/13, two full weeks after the fact. Despite numerous phone calls and conversations with support, not once did they apologize or offer any form of compensation. Most of the agents act as if you're bothering them by calling in. Just getting ahold of somebody at Distributel is tough enough (our hold times were greater than 30 minutes, no matter the time of day or night). I phoned up Rogers to ask when could they get us up and running - they came out the very next day! Since the psychical lines are owned by Rogers & Bell, I would just stick with the top dogs even if it costs you more. So long, DistribuHELL.

Thu, February 28, 2013

0 Edmonton,
AB
VoIP service is awful. After more than 2 months of either a non-working or very poorly working VoIP phone service I've switched to another phone provider that had me set up and online with a temporary number after only 4 days!!! It will still take Distributel over a week to transfer my number which is absolutely expected and typical. My new phone provider says that phone number transfers are very easy so as usual Distributel is dragging their feet. I am now waiting for a postage paid shipping bag to send back their Voice Gateway as promised by one of their Customer Relations Administrators. To say I have no confidence that this will arrive anytime soon is an understatement. What a relief it is to have a phone that actually works and has GREAT call quality, right out of the box!!! Something Distributel makes claims on but in my case, never delivered.

Mon, February 25, 2013

-1 Montreal,
QC
Worst service ever !! I have submitted with them over a month ago to get the internet service on the 11th of February. They're still pushing forward saying it "should" be done by tomorrow but it's been since feb 11, they're saying that.
I'll be call back today again and I'll let you guess what they'll gonna say. It's a no go for this ISP, I have installed this ISP for my parents and it was pain in the ass but luckily we had videotron and I had to the installation myself. I'll confirm when I get my service, probably in few weeks.
Merged multiple reviews. -Admin
As response to my comment on February 19, how do you define "little longer" ? 10 days after my first payment is around mid January, so yes, my fee has been paid in the beginning of January. That gives over 25 business days.
Merged multiple reviews -Admin
definitely worst service you can ever feel! After  writing to this feedback@distributel.ca, got one and only one response from them saying i'll be contacted shortly. But nothing for the next 3 days despite the fact I called them and they still asked me to wait. Finally I called them back to cancel my order. In the end, the loser is the consumer since it left me without internet for one f****** whole month, threatening me to not refund if I cancelled. For all consumers out there, be advised of their lack of customer service, don't be fooled, be the best judge from my experience, don't use distributel!!! If there is a more negative, I would definitely give -10
Sometimes the installation delays take a little longer than we expect as cannot manage our carrier's schedule or employees availability. The standard is 10 business days after once we receive the first payment. I would appreciate if you could please send your account info to feedback@distributel.ca and mention this comment and a Customer Relations Administrator will follow-up for you and update you accordingly. It is never our intention to delay an installation and the great majority of them are on time. So we apologize for any inconveniences.
Merged multiple reviews. -Admin
A little longer is usually measured in days (2 or 3) which is not the case for you. That is why we need to look into it and escalate to the carrier. We need answers and we will get them for you. So if you send your info to feedback@distributel.ca they will have everything they need to initiate the escalation process.

Sat, February 23, 2013

0 TORONTO,
ON
My phone and internet service have been inactive for 18 days. Distributel claims it is a DHCP issue and a "DHCP Trouble Ticket has been opened with Rogers"... two weeks after the outage began. The ticket has failed to resolve the problem during the past 3 days. (My fire alarm and security system are also disabled.) After numerous emails and 12 hours on the phone with Distributel (on my neighbor's service), it is clear that I need a new provider. Can you please confirm if your services are now working? If not, please send your account info to feedback@distributel.ca so someone can follow-up for you? Thank you

Tue, February 19, 2013

Comment caledon,
ON
In response to response I got regarding slow speeds. I did call support and now I need to wait for rogers to get back to you guys. I already know your POI is probably overloaded, who knows when it will be upgraded. Months from now. I had rogers service and didnt have speed problems. All I can do now is play the waiting game. My speed has gone down to 3mbs right now. Welcome to the stone ages.

Sat, February 16, 2013

-1
ON
I signed up for Distributel service and my credit card was charged almost immediately. The rep put in a request to have a tech come out during the call. Later on I had to re-scedule the tech visit since I would not be available. No one called to confirm the date of install and contacting customer service was a nightmare as wait times were over an hour. Also the call-back feature didn't always work for me. After about 2 weeks I got frustrated and I told them to cancel whatever install date they had booked and to cancel the whole service. I asked for a refund but was refused on the advice that a technician had already been scheduled to come out the following day. They had not even notified me until I decided to call in. After being rejected for a refund from multiple "senior managers" I had to resort to a chargeback on my credit card. I then returned the Distributel modem immediately. Now Distributel sent a letter threatening to send my account to collections for a service I did not install or activate. I also did not receive any documentation with the agreement or sign any documents to accept their service. I read a comment on Dec 21, 2012 from the Distributel rep on this board saying "you get refunded if the service has not been installed. It is never our intention to leave our customers without service nor do we retain money for services that are not rendered." I am not sure why the same courtesy has not been extended to myself. I will escalate this situation as far as possible and even to court if necessary. It's a matter of principle. If you haven't received documentation regarding the agreement, it is a Consumer Protection violation for which Distributel can be fined. Also, not one rep thought to find out whether I had received the documentation seeing that I hadn't signed and returned any forms of acknowledgement. Also, I did not even actiavte the service and cancelled after 2 weeks of frustrating dealings with this company. I had no malice against them until they decided that I should pay for services I didn't use. Once they take your money via credit card during the initial account setup, it's theirs to keep regardless of of whether you go ahead with activation or not. Do not give them your credit card information during account setup. Beware of this company and get to know your rights under the Consumer Protection Act. Please accept my most sincere apology. I have no idea what happened by I assure you I intend to find out. To that effect, would you be kind enough to please send your account info to feedback@distributel.ca mentioning this post? I will make sure this situation is taken care of immediately.

Sat, February 16, 2013

-1 caledon,
ON
Im paying for 28Mbps cable and im getting 10mbps. so sad.

time to switch back to rogers. I paid for a modem to. pathetic. seems to be slow from 6pm to like 1am

http://www.speedtest.net/result/2513987443.png

seems like they are shaping traffic or something. i think they are affiliated with acanac and acanac shapes traffic at peak time.
There is no mention in your post to the effect that you have contacted technical support. I'm sure if you contact them, they will troubleshoot your service and detect whatever is causing the intermittent slow speed.

Thu, February 14, 2013

1 Ottawa,
ON
I really don't understand all these negative comments. I've been with Distributel for a few years now. Love them. LOVE them! You get unlimited downloads for a fraction of the cost with the big companies. Yes, contacting them can take a while (it wasn't that complicated before) but for me, it is still worth it. I would recommend them to my friends and family (and have). Kuddos! Thank you. We really are trying to do our best. The company is growing rapidly and although we keep hiring new personnel, it is never enough. But we are working on it and appreciate your encouragements.

Thu, February 14, 2013

-1
Our service has been down since 2/11. There is no cable television, no cable internet. Distributel doesn't provide cable TV but I mention this to show them the seriousness of the situation. Somebody or something has obviously cut or damaged the lines... but still they say to play around with the modem. How about we stop wasting each other's time and send a linesman around to investigate the issue? It is very frustrating to call each other back-and-forth, without a ticket being made. The carrier has confirmed that the outage is now resolved. It was a major outage affecting the grand Toronto area. We apologize for the inconveniences this may have caused you.

Wed, February 13, 2013

1 laval,
QC
am plug with them cable internet and voip. nothing to say the phone have no cut line for 2 month and the internet is the same then before with videotron for half the price Thank you for your feedback.

Tue, February 12, 2013

-1 Hamilton,
ON
I've never been more insulted by a company before! Mostly because I was so happy with Distributel for so long only to be treated like a thief. I'd been a loyal customer for years ; always paid my bills and even directed four customers to them. Recently there was some issues billing my credit card, but because the card was working fine for me and Distributel has a policy not to call when there's a problem, I had no idea. So they canceled my service without ever contacting me--I've been treated better by Rogers! And after going four days without service (I was waiting to call because I thought the blizzard had knocked out service and I didn't want to unneccessarily bother tech support, I'm told that I owe them $60 and that, if I want a reconnection, I'll have to pay an additional $60 regardless of the fact that I was given no opportunity to prevent the disconnection in the first place. This is the worst customer service I've ever received, and that's saying a lot.

Mon, February 11, 2013

-1 Toronto,
ON
crazy staff wanted me to pay more as a returning customer then as a new customer Are you referring to the installation fee? If so, it is not uncommon for an ISP to offer promotions to new customers. Since the installation fee discount is a one time offer, it explains why you could not benefit from it a second time.

Mon, February 11, 2013

-1 Montreal,
QC
Extremely bad service. My latency would jump up to 300ms at times (even off peak, like at 12PM).

Calling their support lines put you on hold for HOURS, the issues resolve themselves before anything is ever solved.

I switched to Bell Fibe unlimited and it's faster and much better. I called to cancel and told that even if I called a week in advance, 10 days. Because they already "sent" the payment.

The better part, they MAKE YOU PAY for sending your modem! Even when I cancelled from Bell to go to Distributel, they sent a prepaid box.

Extremely rude customer service when cancelling and very unhelpful. Seriously, it's not worth it. Just switch to Bell Fibe unlimited and don't waste your time.

Oh, and the excuse for bad perforamance or slowdowns "well, everyone in your neighbourhood uses the internet so we can't do much :---(", and why don't they pay for the return back "We're not as big as Bell" .. how about better service to MAKE people want to switch over?

I've recommended countless people to Distributel, swore by them, going to tell everyone to go to Fibe TV.
Sorry to hear that. For your information, the wait time right now is 0. No one in the queue. If you are still having problems, now would be a good time to call in.

Mon, February 11, 2013

-1 London,
ON
READ BEFORE PURCHASING DISTRIBUTEL
!!

I strongly discourage anyone thinking about purchasing Distributel! My service was installed this past Friday (4 days ago) and I have had nothing but problems; 1)When ordering the service via phone, I was told that a local provider (Rogers/Bell) would come out to "install" the modem, and that they would install my wireless Router also. They did not. When Rogers arrived, the Tech informed that they only connect modem/router for Rogers customers. I was left with a hanging wire and the responsibility to connect them myself. When I called Distributel they told me (after the fact) that it was my responsibility. Distributel's Tech support would not even help me connect the router via phone; 2) I was told the internet would be connected on the 7th so I took the day off work. They changed the date to the 8th and didn't even call me to notify of this. I called Distributel and they said the set-up date was only "tentative" and out of their hands. Distributel, you are responsible for the service you provide, whether subcontracted out or not. It is your responsibility to coordinate time/date with Rogers and let me know, as I am "your" customer, not Rogers!; 3) I have only had 2 working hours of internet since I installed it 4 days ago. When I called Distributel to find out what was wrong they said the service was down and could not give a time when it would be up and running because, again, the servers are maintained via another company. Distributel, I expect to receive the service I paid for and to be reimbursed for the days on which it was not provided; 4) When calling (which is often) I am ALWAYS put on hold for an extended period of time/HOURS, and when I finally reach someone the call is often mysteriously dropped; 5) The staff is rude. I do not typically make generalizations however am confident in saying that the staff is rude, as 9 out of 10 reps have clearly not undergone customer service training. I asked to speak to a Manager and instead was told by Marilyn that she was the most senior on the floor. She did not "hear" what I had to say but instead went on about how Rogers and Bell, etc charge a must higher fee to "install" the modem/router. Distributel, I do not care about Bell/Rogers, I care about what I was promised by Distributel. Furthermore, I have had Bell/Rogers and they did install my modem for a lesser fee (router for free). Distributel, the ONLY reason I changed to your company was to save some money however the cost had been much greater in my time and poor service. When I asked; 6)When I asked them to pull the recorded calls to confirm that I was promised one thing and given another they were rude and disagreed. Distributel, you need to back up your business and the service your provide. This means making concessions for customers when errors are made. I asked for the $30 installation fee to be reimbursed, not because I need the money but, because of the principle involved. You cannot promise your customer one thing and then provide something different once you have their money!

I spoke with multiple reps explaining the discrepancy between what I was "promised" vs what I was "given" and they all said the exact same thing, "I understand that is not what you were told when you purchased our service, but I am telling you now". The fact that they all had the EXACT same response tells me they are used to repeating it. This clearly indicates that their substandard service and poor internet quality is a common occurrence. When I told them to cancel my service (i.e. the mere 2 hrs it worked over the past 4 days) and reimburse me for the installation and fees they declined. Because they have me over a barrel I am forced to wait out the month I've paid.

I have NEVER written a negative review about a service/product but feel the need to warn future prospective customers as this is the first time I have received such blatant disregard by a company and been provided such a poor quality service/product.
It is worth the extra money (in your time alone) to purchase from an alternate provider. Once you subscribe to Distributel you are at their mercy and all rights as a customer are lost on deaf ears. Trust me, spend the few extra dollars and subscribe to a larger company that invests in their product and customer service. The old adage is true..."you get what you pay for"...a sub-par internet service and horrendous treatment!!

I wish I would have read these reviews prior to subscribing but I'll chalk it up to experience. PROSPECTIVE CUSTOMERS - learn from my experience and steer clear of Distributel or it will be a decision I promise you'll regret!

PS. I notice the comments from Distributel's Customer Service Rep on the reviews apologizing for the inconveniences experienced. My advice, spend less time being "reactive" and more time being "proactive". Invest the time it takes you to respond to these reviews in customer service training and amending the service provided.

Kind Regards,
-Kate
Thank you for taking the time to share your experience, even if the feedback is anything but positive. We strive to offer the best service possible, unfortunately, it seems like were very unlucky. If you could take an extra few minutes to send the details of your complaint to feedback@distributel.ca our Customer Relations Administrator will evaluate your situation and make sure this kind of misinformation is taken care of. In the meantime, please accept our most sincere apologies.

Sat, February 09, 2013

-1 Hamilton,
ON
WARNING!!!! I signed up last spring and has been a disaster ever since. First off the ACD system they have always drops calls after waiting between 10-30min in cue. I had a switch over from Bell to Distributel which they use Bell lines. They told me a Distriubtel tech guy will come and hook me up. This never happened. In fact it was a bell tech that made the botched switch. The bell guy piggy backed from my neigbour laying the wire on our roofs acroos to my house the wrapped my house like a christmas bow and tied the end of the wire to my deck steps. Looked like shit! Furthermore, for about a month I had bad service signal streght. It took a month to get Distriubtel to have bell come back and fix the mess which was dangerous with all the wires around my house tied to my back deck. Then I was promissed that I would get a months credit due to the problem. I even made sure the rep would put that down on my account. This never happened. In fact when I called back asking about the credit they told me the rep didnt have authorization to give me the credit. At that point instead of a full refund they offered me $20 ($5 off per month for 4 months) even though I was promised a months credit. However the $20 credit never happened. I tried several times to call but after being but on cue and hold for about 1 hour the call was dropped and lost the rep (poor ACD system). Then recently I called again and explained the situtation and the rep was appoligilic and told me 'that was wrong" and put me on hold 20min to speak with sr. rep. He came back to tell me that they are willing to give me $30 ($5xmonth for 5 months) however the call was dropped again. Then when I called back the sr rep I finally spoke to was rude and told me 'you are not getting anything" even though orginally I was offered a months credit. I had to begged him to reconsider due to the promise they made. He finially offered me a one time shot credit of $20 (take it or leave it he told me). I cant believe that a company like Distrubel doesnt stand behind their word just because a rep wasnt authorized to give me the months credit! Im sorry but the rep works for distrubtel and I expected them to stand with the verbal agreement we had. I cant believe they would rather risk future customers recommend from me for $20 bucks! VERY DISAPPOINTED in the customer serivce. I would never recommend them to anyone! We apologize for all the inconveniences. I can confirm that a complete answer to your concerns have been sent to you by email. We trust the answers provided to you will be helpful and remain at your service should you require anything else.

Fri, February 08, 2013

-1 Toronto,
ON
Warning !!! please make sure that they have your VISA updated on file, Somehow I cancel one of my Visas which was related to distributel, they cut off my internet connection with out any warning ( they said that they call me several times ) now it will take FULL WEEK ( 7days ) for them to click the switch , they use Rogers cable and I see ROGERS screen so it was not physically disconnected, They have no mercy no flexibility I'm VERY busy freelance designer, please imagine my situation, I've try to contact the manager to speed up the reconection - nobody call me back, they do not care at all, they are only " sorry " that's all they can do, so be carefull , or be punished !!! after over10 years of lotyality , before was 3WEB and they where more friendly - Tad Toronto I'm sorry to hear about your less than stellar experience. If you could please send your account info to feedback@distributel.ca I will make sure a manager contacts you as soon as possible.

Thu, February 07, 2013

1 Montreal,
QC
So, it took a while, but its now been 24 hours with my internet. It is absolutely top notch so far. Extremely fast, I have one computer playing league of legends, one streaming the hockey game, one playing something on netflix, everything is running in HD and I still have an amazing ping on League. I must say, this is internet is extremely extremely fast, and thus far, finally having it, am very satisfied. Thanks for the feedback and thank you for choosing Distributel. We appreciate having you as a customer and trust we will maintain our new relationship for a long time to come.

Wed, February 06, 2013

-1 Toronto,
ON
Non existant customer service! I have contacted them by phone and email five times in the last five months to correct a billing problem. No response from Distributel. Rather than correcting the situation and getting back to me, they continue to bill me for the problem they created and ignore my pleadings! This still continues to this day and each month they continue to add $34 to my account for the original overdue account that was never valid in the first place. Stay away from this lot! I am terribly sorry to hear that. I don't know where you sent those emails or who you spoke with, but I would appreciate if you could send your account info to feedback@distributel.ca and reference this post. I promise someone will look into this without further delay. In the meantime, please accept our most sincere apologies.

Tue, February 05, 2013

0 Ottawa,
ON
OMG I JUSSSSST joined up with them and paid 106.11 this morning to sign up and for the first month. Switching from Primus after HORRIFIC speeds and service. Sweet merciful Jesus the switch over better occur seamlessly as I too work from home. I am scheduled to be turned off by Primus the same day Distributel is coming in. Lord help me...I am super nervous after seeing all these terrible reviews especially with regards to initial set-up! If you want to play with the big boys you gotta know the game! Hope it works out! There is no need to worry. Hold on to the positive comments, not the bad ones. If you made your first payment today, you should be installed within 10 business days. If Distributel was as bad as some say, we wouldn't be celebrating our 25th anniversary this year.

Tue, February 05, 2013

-1 brantford,
ON
installed on Friday today is Tuesday still no service. I called Friday night they said someone would be here Monday or Tuesday between 5-9 no one called or showed up. I tried to call in spent 40 minutes on hold then left a call back#. If you're think about there service just try calling the 877# I think you'll change your mind. You'll hear either a busy signal or a message about higher than normal call volume ( just hire some people would ya!!! instead of snow jobin us ) Could you please send your account info at feedback@distributel.ca along with the body of this message and someone will make sure you are contacted asap. In the meantime, we apologize for the inconvenience and thank you for your patience.

Mon, February 04, 2013

1 Ottawa,
ON
after getting some issues worked out with connection speed in the summer, I've had a great experience with Distributel. did a check with speedtest.net and I'm getting about double the connection speed I pay for (I have the cable 28 package) and the connection has dropped only once in nearly a year. I like the fact that their call center is canadian and that I was able to pay my first bill in person at their building.
sincerely hoping they service the area I am moving to in a few months. would really suck to lose the unlimited plan!
the only thing iffy about distributel I can see is their rules about servers. I like to run a machine that has windows server 2012 on it as a storage server for all of my college projects and to host the a minecraft server about once every 2 weeks. after double checking their policy I've stopped, as it seems to ban all server use (even if the server is for personal use and sucking up less bandwith than it takes to stream a youtube video). if you run a home server, you might wanna double check their policy on this.
Glad to hear it. And happy to have you on board! Thanks for choosing Distributel.

Mon, February 04, 2013

-1 Vancouver,
BC
I just got off the phone with Distributel customer service to try to tie up a service issue I have been experiencing over the last 2 months. My speeds during peak hours were on average 5-10mbps and I was unable to watch youtube or other streaming services without constant buffering even on the lowest quality settings (240p). It was a Vancouver wide problem and it ended up being a major issue they had to resolve on their end which they fixed after 47 days. Now, was Distributel tech department very friendly and knowledgeable, yes! But, here I am after 2 months of a terrible internet experience, doing multiple tests on my ping, tracers, speed tests, modem tests, waiting on hold or talking to tech/customer service for hours, They assured me that because it was on their end I would be compensated for all of it. I spoke to everything short of a manager today and all they were willing to compensate me for all my trouble was $5 off on my next bill....

I am very disappointed in you guys. I am going to have to vote with my wallet on this one....
I'm sorry to hear that. Can you please send your account info to feedback@distributel.ca with a mention to this site? Upon receipt I will personally look into this and get back to you. Thank you

Sat, February 02, 2013

-1
Absolutely terrible customer service and technical support
A huge waste of time waiting for the phone to be answered
We apologize for the inconvenience. We strongly suggest (whenever possible) that you use the call back system by leaving your phone number. This way you can go about your business until the first available agent becomes available and returns your call.

Fri, February 01, 2013

1 Montreal,
QC
I have been a customer with Distributel for a little over 3 years now.
I started with DSL 5Mbps, which they later increased to 6Mbps at no additional cost. The speed was ok, but not quite fast enough for my needs so as soon as I heard they were offering Cable internet, I switched to the 8Mbps (unlimited). I was a bit irrate when the agent told me that since I was switching, I would be charged for modem rental and yet another installation, but since they had to switch carriers, I understood. Everything went smootly for me. I love their customer service. They are curteous and I love not having to wait on the line to speak with them. They always call you back when an agent becomes available. I really don't understand where those horror stories come from. I have been pleased with them from day one and have referred many of my friends and family who are also pleased. My rating is easy. I give Distributel two tumbs up!
Thank you for choosing Distributel and taking the time to post your review. It is very much appreciated. We trust our relationship will be long lasting and very profitable for both parties.

Thu, January 31, 2013

Comment Monteal,
QC
I am now absolutely disgusted with distributel. Dont give them a dime, they are thiefs and then the phone representative will just argue with you. I called again about my internet not being activated again. This is the first person who tells me the first payment was received on the 21st and then goes on to tell me that i have a technician scheduled for the 6th and it is confirmed for that date. Now i never confirmed this, since i work all day on wednesdays. Anyways. I want a refund. I dont want this incompetant service. Ill go give my money to a company who will actually offer me a service in return. Im giving bell a call. Im so angry i logged in my phone just to post this. I am sincerely sorry to read about your unfortunate experience with us. I can assure you we are not in the business of stealing money from our customers. If you send your account info to feedback@distributel.ca I'm sure someone will look make sure your problems are dealt with satisfactorily.

Thu, January 31, 2013

Comment Montreal,
QC
I sent an email, I don't know how you'll be able to help me, cause unless you can have my service turned on in the next 48 hours, I'm requesting a refund. As for a satisfactory service? Perhaps not lying to your customers is a place to start. According to your file, you spoke with one of our agents yesterday (after sending in your email) and came to a resolution. Again, please accept our apologies for any inconvenience the delayed installation is causing you. We trust that once this is behind us, our relationship will be strong and durable.

Thu, January 31, 2013

1 Brampton ,
ON

I live in Brampton / Ontario
Got 18Mbps connection cost is $55.26 per month modem rental and taxes included.
Speed is as follows 10-13ms ping, 20Mbps download and .51Mbps upload average.
Works great with VOIP MajicJack telephone no issues at all.
Downloading is much faster then my previous ISP Bell. I had the 28Mbps connection with Bell and I never got downloads reaching to 2-3 Mbps (and I mean never!) most I got was 800Kbps.
I believe cable internet speed depends on your area and time of day (if you are trying to use internet at peak times it will be slow).
So far I have not noticed any throttling.
Customer service is actually pretty good, setup was on time when you call the customer service you can just leave a call back number and they actually call you back within reasonable time.
Cost is much cheaper then Bell i was paying $84 (approx) per month and I had a limit of 80gigs.... I went over the limit a few times!!
I will recommend Distributel to family and friends!
If my opinion or anything does change I will update... Cheers

Dan
Thank you for your positive comments. And thank you for choosing Distributel.

Wed, January 30, 2013

-1 Bowmanville ,
ON
OMG so slow!! I have their Internet 28 Package and hardly ever get anything more than 12mbs. I'm constantly being kicked out of online games and signed right out of live all together. I try to watch Netflix and the quality is crap and often interrupted. I have completely givin up online gaming because the connection is unbearable. The speed fluctuates way too much and isn't reliable at all. I am not very pleased with it. There is no mention to whether or not you have contacted tech support regarding the slow speed. If not, I urge you to do so as soon as possible.

Wed, January 30, 2013

-1 Montreal,
QC
I called on the 14th to get my internet set up, I was told I'd have internet on the 30th and that I'd be called a few days prior. We are now the 30th, no call, no internet. I called distributel to ask what was going on, and they had no clue when my internet would be activated. They did assure me however my account would be credited, but still, I'm dying without internet here. We sincerely apologize for this inconvenient situation. Unfortunately, at times, we are at the mercy of our carriers. But be assured that we will indeed credit you for the days without service.

Wed, January 30, 2013

-1 Toronto,
ON
I have the cable 28 package. The speed is not stable at all, goes from 3 mbps to 30 mbps. I can't play online games because of the lag, and youtube doesn't load. I had this problem before, and I called tech support. They seemed to help, but the same issue is back again. The speed is good most of the time, but some days it is extremely slow. And it stays slow for the whole day! We are sorry to hear this, however, in cases like this, it is essential you place another call to tech support. A lagging connection can indicate various things and they must be addressed without delay. You are paying for top speed and you are entitled to benefit from it.
Technical support can be reached at 1 877 810-2877 until midnight.

Mon, January 28, 2013

1 Toronto,
ON
I just got cable internet 18 installed today and the whole process was flawless. I had Bell DSL for over 5 years and I never got the speed I paid for and after five years they did not give me a deal at all,they don't reward loyalty, they just don't care. With Distributel I got the speed and more. I don't know why people are complaining because I never had a problem at all. Customer Service has always been amazing with me. I am so impressed with this company!!! This is one company that is striving for excellence!! Thank you for taking the time to share your positive experience with us. As I mentioned in a previous reply, most satisfied customers do not roam the web looking for forums in which to share their satisfaction. Therefore, we sincerely appreciate it and trust our relationship will be long and prosper.
Thank you!

Sat, January 26, 2013

0 Windsor,
ON
Holy Moly! I was about sign up with Distributel when I found this forum. Not anymore! I've never seen so many emphatically negative reviews of a service. What's amazing is that Distributel apparently thinks it's better PR to stay listed here than to pull out and cut their losses.
Thanks CanadianIsp for this ranking!
(I left my vote at neutral since I'm not a paying customer)
I think it's important to keep in mind that people who encounter problems are more likely to write a comment than a customer for whom the service is flawless. With that being said, most of the comments above were submitted during a growth period during which we were understaffed. That situation has since then been resolved and we are happy to say that things are running much more smoothly now.

Fri, January 25, 2013

-1 Toronto,
ON
Distributel's internet is so slow and unreliable it is hard to believe. Surfing the web to find better ISPs is even a pain in the ass. I get constant high ping and extremely low download/upload. The internet also goes down randomly : from slow to nothing. Would not recommend Distributel to anyone.

Thu, January 24, 2013

1 Ottawa,
ON
I’ve been a 3Web, now Distributel, cable internet customer for ~10 years now (18Mbit down, 512Kb up). Love their product. Simple, fast and unlimited. Only had a glitch years ago when I removed the “tv” portion of my cable (Rogers physically cut the cable despites numerous notices not to do so). This was resolved quickly. Other than that, this connection is FAST. Only one slight complain: connection is jittery which makes VoIP non-viable (tried numerous servers like voip.ms). Thinking of moving to the Cable Internet 28 to increase upload bandwidth, see if it can help with jitter. Glad to hear you are pleased with our services. Increasing the speed could indeed resolve your jittery connection, however, maybe maybe the problem lies somewhere else. Consequently, I encourage you to contact our technical support team. Just to make sure.

Thank you for choosing Distributel.

Wed, January 23, 2013

Comment Edmonton,
AB
Well, unbelievable as it may seem, my phone had just been in service for just over 16 hours or so and it just went to out of service again at 12:30pm (MST).

It just doesn't pay to try and be gracious about it.

When it comes to VoIP they don't seem to have their act together at all.

I've run out of adjectives to describe this scenario.

Once again I'm wasting time on the tech merry-go-round.

I've sent the network technicians a list of names of the network techs who have worked on this in the recent past hoping that talking to one of them might result in a quick fix.

Maybe that's too obvious.

I'm through sending my info to feedback@distributel.ca

Someone should be fired for these ongoing screwups.

I certainly won't be leaving any positive ratings or even neutral ratings until my service is back and stable for several months.
I can understand your frustration. If you could perhaps provide me with the title used in the email you sent to feedback@distributel.ca so I can locate your account, I will personally look into it.

Mon, January 21, 2013

1 Edmonton,
AB
I'm happy to announce that Distributel has fixed my phone connection. Crystal clear reception. They've also made efforts to make amends by offering me a credit which will happily be accepted.

Thanks to Robert B. and Amber (Level 1 techs) who went outside of normal protocol to help resolve the issue.

Thanks to Mathieu E. (Level 2 tech who briefly had me able to call out)

Thanks to Michal for monitoring the situation.

Thanks to the network techs who got me reconnected.

I'll post another rating after an undeterrmined length of time to evaluate how well service holds up.

I realize it sounds like an awards show but these are the people who stand out in my mind.

At the moment it's just great having phone service again.
Thank you for your positive comments. Your kudos have been shared with the concerned employees and everyone truly appreciated you taking the time to do so.
Thank you for choosing Distributel!

Sun, January 20, 2013

1 Woodbridge,
ON
I've been Distributel customer for several years (not really remember if 3 or 4) and I can say I really like it, whenever I need customer service they always call me back within 12 hrs usually after 1 or 2 and always very gentle, I experienced few service disruption but always fixed in few hrs or if the problem was in my side they always help me to fix it without any charge or problem, no complain at all, especially if I compare with my other previous internet provider, very bad services and almost all try to get more money from you. Thank you Distributel. Thank you for taking the time to share your positive feedback with us. We do our best to offer top quality service and always appreciate when our customers are appreciative. Thank you for choosing Distributel. We trust our relationship will be a long and profitable one for both parties.

Thu, January 17, 2013

0 Edmonton
Anyone contemplating using Distributel for Internet should know that they use Shaw Cable’s lines. This also means that Shaw can come in and disconnect the Internet if they think a line account has been terminated.
This did happen to me and right in mid-sentence to a Distributel tech who was trying to trouble shoot my phone. (See previous Edmonton. Alberta posts)
Since Distributel’s phone system is VoiP the entire system went dead.
I had to use a neighbour’s phone for 3 days to phone Distributel and ask them to reconnect me.
WHY DOESN’T DISTRIBUTEL INFORM SHAW CABLE THAT AN INTERNET ACCOUNT HAS BEEN CREATED FOR ANY LINE BEING USED?
So, I’m still waiting for phone service. A customer service rep replied to my last Canadian ISP post but these are just words.
I have yet to see a resolution to the phone issue.
I’m also expecting a full month’s credit for downtime on the phone and the 3 days of Internet down that prevented me from working remotely.
This has got to be a record for not having a fully operating service.
At the moment Distributel has a very crappy reputation in my view and my friends, family and contacts that haven’t been able to reach me for almost a month.
Have you sent your account info to feedback@distributel.ca? Seeing the posts on CanadianISP are anonymous, I cannot know for sure if someone is looking into your problem or not.

Therefore, please take a minute to send your name and phone number to the above mentioned email and we will make sure someone is on top of it.

This will also allow us to determine what happened with Shaw as they are aware of the internet activity seeing they are the ones doing the installation. Thank you

Wed, January 16, 2013

-1 Edmonton,
AB
-It'll be a month on Jan. 18, 2013 without a properly working phone.

-The phone HAS NOT worked since day 1.

-I can phone out but no one can phone in.

-It still escapes me as to what part of, “I can phone out, no one can phone in”, they don’t understand?

-How difficult is it to enter a Mac address into the setup? Why does it up to 24hr to 48hrs?

-At least Shaw cable would have had the issues fixed in minutes. MINUTES!

-Distributel needs to seriously look at their system for handling phone issues. The Level 1, 2, 3 protocol is a joke if they can’t fix a person’s phone.

-This problem should have gone directly to the network technicians after the first day!

-Not after the first week.

-Not to mention that their Francophone technicians don’t have much command of the English. There have literally been dozens of different techs trying to address this issue.

-Customer service is now ignoring my phone calls and emails after assuring me that they would see to this matter personally.

-That was for 2 days and then nothing.

-Be advised that Distributel’s phone system is useless if you get into technical difficulties. This applies to any Albertan looking to change providers. They just assume everyone has a cell phone, which I do not.

-They can’t port your existing phone number either.

-The last tech assured me that the phone will work by tomorrow night (Jan. 17, 2013) and if not then Friday morning (Jan. 18, 2013)

-Why is it I have absolutely no confidence in that claim?

-See the previous Edmonton Alberta post for earlier details.

-If you are with Shaw or Telus stay with them. I may have to sign up with one of the 2. At least they follow through with their services
Thank you for taking the time to share your comments. I'll be honest, this delay is unacceptable. If you could please send your account info to feedback@distributel.ca (and refer to this post) I will be more than happy to look into it immediately. Thank you

Mon, January 14, 2013

-1 Toronto,
ON
HORRIBLE EXPERIENCE!!! and I haven't even had them INSTALLED yet!!

Paid my installation just before Christmas, was told it wouldn't be installed until the 15th of January (!), fine.

Today I call to say I didn't receive the verification call they had promised and want to know what's happening, they then tell me that the address I've provided doesn't include a unit number and therefore isn't valid (I live in a semidetached, I'm the right hand unit...same info PIZZA GUYS get, and they manage to make delivery, also everyone that lived there prior had internet, with no difficulty).

The first person I spoke with hung up on me when I asked why I had to call THEM to find out the mess up, my GF has already booked time off work to be there as I work fulltime and do University Fulltime in the evenings as well.

They've marked themselves as completely imcompetent and rom the other reviews I read it doesn't look like it'll get better...

I regret ever giving Distributel my money
First, I would like to sincerely apologize for any inconvenience you have encountered and also, thank you for sharing your experience with us, as bad as it may be. Please be assured that our agents do not hang up on our customers. I'm not sure when you called our office, but we had an on and off internal system glitch last week that may have accidentally cut off some lines and for that, we are sincerely sorry. This should not happen. As for the adress issue, I would really like to look into it if you allow me to do so. Please send your account info (name of account owner including phone number associated with the account) to feedback@distributel.ca and indicate it is in reference with CanadianISP. Once the investigation is completed, we will get back to you. Thank you.

Thu, January 10, 2013

-1 Vaugahn,
ON
Very bad service, quite often drops connection, especially when you extemely needed, when you are studing on-line, or working on-line, I would not recommend this service, it's disaster, so much lost time, when you are so busy. Our internet service is usually quite reliable. What type of connection do you have with us? DSL or Cable? And what is the speed?

Thu, January 10, 2013

-1 Toronto,
ON
Terrible experience. I'm a first time customer with this company, I decided to switch from my current provider due to the new IPTV service that's available to Distributel customers. When I called I told the agent my current service will cancel on January 11, 2013, and she told me that the installation would be scheduled for that day since I was requesting service with enough lead time.

Today's January 10, I have not received a call to confirm the installation nor have I received my modem or service confirmation paperwork.

Called Distributel and a very harsh agent (who during the call spoke to another person in the call centre, note: rude) tells me I was advised the TENTATIVE day for installation would be January 15! Of course I tell her I was expecting an install on January 11 and her response is to tell me that DSL installations take 7 business days! and then asks me if there's anything else she can help me with!!!

So my service will cancel tomorrow since I couldn't get my current provider to postpone the cancellation and I will be left without internet until Distributel decides to schedule an install.

In terms of customer service Distrutel is inferior to say the least. I'm always hoping smaller ISP's would go beyond offering a cheaper price, but they keep proving it's just wishful thinking on my part.
I am sorry to hear about your bad experience with us. It is important to understand that when it comes to the actual installation, we rely on our carrier and have little power to accelerate the process. It usually takes approx 7 to 10 business days for an installation, but if for some reason, the carrier is overloaded, it might take a little longer than that. Needless to say, the days without service will credited to your account. However, in view of your comments, if you don't mind, I would like to investigate your account. We do not tolerate that an agent could be rude to our customers and the installation information is usually clearly explained to our clients. Could you please send your info (name of account owner and phone number provided for the installation) to feedback@distributel.ca

Aslo, could you let us know who told you that the IPTV is available with Distributel as we have not yet released this information. It is a project in the works, but the service is not yet avaible to our customers, so it is important that we stop this rumor as soon as possible. Your cooperation would be greatly appreciated.

Wed, January 09, 2013

1 Bowmanville,
ON
I have been with Distributel for about 6 months and so far I am happy with the service and would recommend it over Rogers or Bell without question. The modem was shipped to me with no issues, and the technician arrived when Distributel said they would. The service did take 5 or 6 hours to kick in after the tech left and I had to reboot the modem a few times to get connected. Distrubutel has great phone support reps who actually speak English and they told me that this part was in Rogers' control, which is understandable.

I have the 28Mbps Cable package and my download speeds are pretty consistently close to that. When the technician set up my modem he said he had to actually add padding to my line as my available signal strength was "too high". Not sure if this means the infrastructure in my area supports higher bandwidth speeds, but if Distributel offered anything higher then the 28Mbps/1Mbps package I would buy it immediately.

It would be nice if some higher end modems were available as well because it would be worth the extra cost. After heavy downloading I find mine eventually gives out and has to be rebooted. This only happens maybe once every 1 or 2 months, so can't really complain because overall the value for the cost of the service is excellent.

Thank you for taking the time to add your positive comments. We strive on providing high quality, competitive communications solutions while maintaining a high standard of customer service. So thank you for choosing Distributel.

Sat, January 05, 2013

-1 Ottawa,
ON
Not impressed. I contacted Distributel in Nov 2012 to switch from my current provider Rogers. I asked the sales rep multiple times if I had to call Rogers myself to cancel and she insisted it was them that would call and cancel my service with them and make it a switch. Not suprisingly begining of december I get a call from distributel saying they did not yet get a cancelation date from me for my Rogers account. Ok accidents happen I can live with that, so I called rogers and canceled it, they require a 30 days to cancel so it would be canceled on the 4th of Jan 2013. I call Distributel right back and tell them my cancelation date. The rep said its perfect and that my service would be up and running on that same date or next day at latest.

Today, Jan 5th 2013 my rogers service is out, and no Disridutel service. I call tech support thinking it might just be how I set it up that's wrong, he said everything is fine and transfers me to Customer service. She then told me the same thing the guy that called me in december said, that they don't have a cancelation date. Wow thanks. The rep talked to her superviser after I explained that I had already given that information a month ago and then she told me the best she could do was call rogers to have a tech come over and that it could take up to 2 weeks before I get a tech and get the service up and running!

Now I'm wondering if she's really going to call rogers since everytime I call they don't seem to do what they say they will do.

Not to mention the 45 min wait time for tech support, wow.
I sincerely apologize for all the inconveniences you have been subjected to.

I strongly suggest you send your account info (name of account owner and phone number associated with the account) to feedback@distributel.ca so a senior agent can look into your account.

Thu, January 03, 2013

0 Ottawa,
ON
So far so good, Switch because Distributel have no bandwidth cap. And since I did the 'cable cut', everything I watch comes over the internet; my bandwidth usage is 200GB/month. Installation was a snap, Speedtest.net gives consistence 20+ Mbps which I think it's speed boost (I'm paying for 18Mbps). Reports of issues with DNS server, but I use Google's DNS (8.8.8.8) and I had no problems. The only issues was setting up a second email address, it toke 6 phone calls. But manage to get one for the wife. And it is the only reason why I'm giving a Neutral rating. A self serve account control would be nice, but it's also nice to talk with someone.

Distributel = Value$
Thank you for taking the time to post this positive feedback. It is most appreciated. And also, thank you for choosing Distributel.

Mon, December 31, 2012

Comment Edmonton,
AB
This posting is to append my previous entry regarding the issues I was having in getting my services setup correctly.

After further correspondence it appears that Distributel is making concessions to rectify ALL the problems.

I have been assured that properly configured equipment will be shipped to me and that shipping costs for sending the defective units back to them will also be covered by Distributel. It was also mentioned that upon receiving and setting up the equipment successfully that a phone call or email to them, requesting a credit for services not rendered would be credited to my account.

Many thanks to José, a customer service administrator from Distributel, who phoned me personally to address the particular problems of my account.

By Friday I should know if the entire incident can be acknowledged as resolved. Until then I’m upgrading my rating to neutral. I will also post the final outcome once the equipment has been successfully setup and my account has been credited.
If any problems persist, please don't hesitte to contact us.

Sat, December 29, 2012

-1 Edmonton,
AB
My account was activated on Dec. 18th, 2012.
The first inconvenience I had was that they couldn’t port my existing phone number.
Beware Alberta residents!
The voice gateway that provides telephone connection failed to work properly. After several hours with an initial tech, the ticket was sent to level 2. After a couple more hours of fiddling with settings, unplugging and plugging in of the device, it was determined that the unit had been sent unconfigured. Distributel would have to send out a new unit. That took a week.
I was now expecting to be able to connect the voice gateway without issue. Upon hooking up the telephone cable, there was no line activity light once again. Now this was getting irritating. Once again I had to phone tech support. Same routine as last week in addition to a higher than normal call demand. So an exceedingly long wait. In the end, after 4+ hours of messing around with settings, it was determined that Distributel had once again sent me an unconfigured voice gateway. A new unit would have to be sent which means another week's wait.
This is totally unprofessional for a company that "prides" itself on service.
Their call waiting messages have become very stale. If I have to listen to that woman tell that my call will be answered shortly, I’ll go into convulsions.
How is it that this has happened twice in a row? Are there any guarantees that the third unit won't be unconfigured as well?
There's also the fact that they won't put a rush delivery on my unit. In both cases it hasn't been my fault and both units have to be returned within 2 weeks or my account gets docked $100 for each unit. I am very unhappy with Distributel and was expecting a more professional approach to their services. Now it looks as if I won't have any phone until and if the new unit works. I don't have a cell. The only reason I've been able to call Distributel is because my Shaw cable account is still active, but that ends next week. I could experience serious inconvenience if my services go down. I’m expecting a full credit for the down time and they should also be responsible for the cost of postage for each unit.
According to the level 2 tech I was talking to last night, this is not an isolated occurrence.
Advice to others is that you specifically ask that the new voice gateways they are using be properly configured.
These new units have a Cisco logo on the top and are black in color as opposed to the Linksys units that were silver (I think).
I may have to sign up with Vonage and say enough to Distributel.
Now admittedly, the techs did their jobs well, but there’s no excuse for sending an unconfigured unit twice in 2 weeks. Where is their quality control check?
To say that I’m angry about this situation is an understatement, but Distributel currently has me at a disadvantage. I will seriously consider closing the phone account next month. It’s not worth a $5 saving by bundling the Internet with the phone. I’ve got a new phone number that can’t be accessed.
I require regular medical treatments and monitoring due to complications of Diabetes and Celiacs so to be without a phone is putting my health at risk. My Doctors don’t accept emails.
Very sloppy in whatever department handles the setting up and shipping of their equipment.
I will respond here next week if it occurs a third time.
We are truly sorry for the inconveniences you have encountered. It is never our intention to leave our customers without proper service and resolution is usually faster than what you stated. If you could please send the account info (name of account owner and phone number associated with the service) to feedback@distributel.ca I will make sure you are credited for the down time.

Wed, December 26, 2012

0 Nepean,
ON
I'm torn with this ISP. My roommate works for the company as a tech rep, but even that doesn't help resolve problems faster. The speed is constantly up and down, even during way off peak times. The last three days I've been having pings on online games skyrocketing like crazy; it becomes unplayable. Both Xbox and PC alike. Resetting the router and modem does nothing.

When the service works, it works. But unfortunately the service seems to fluctuate way too much sometimes.
Did the technicians give you any reasons for that fluctuation? Did you call to troubleshoot? If not, you should as things need to go through proper channels: 1 877 810-2877

Sun, December 23, 2012

-1 MONTREAL,
QC
every single week; they have trouble
now, my latency is more than 5000ms
imagine, i suppose to have 30Mbits
but i can't load speedtest.com to make a test; last time they took 20days to fix a simple trouble (call Videotron to reset my MAC address) menace me to charge if I did unpurpose thing with the modem, ... and they was saying I had a connection, ...

sincerly never, ever choose this ISP except if you want to be on phone with them month after month.

The only thing why I don't change the ISP is because, i don't have time for that and work's from home.
Would you please allow me the opportunity to see what I can do for you? Send your account info to feedback@distributel.ca so I can look up the tech's notes on your account. I'm sure this whole thing can be cleared up for you.

Sat, December 22, 2012

-1 mississauga,
ON
DO NOT USE THIS SERVICE.

this is by far the WORST ISP i've had,and I've had a lot. I pay $60/month for supposedly GOOD SERVICE, but the service I get is beyond bad. It is also beyond my knowledge how distributel is running. Their service is so horrible. My modem resets every hour, and it takes about a good 20 minutes to reconnect. In that time window, the modem blinks, resets, blinks. The internet is also very slow.. I pay ` for good speed. 30+mbps but I get a mere 4-5 mbps...... This service is such a joke. PLEASE DO NOT EVEN CONSIDER HAVING THIS AS YOUR ISP
I am truly sorry you are experiencing such bad internet service. From what you are saying, it sounds like you have modem issues? I strongly suggest you contact technical support asap so they can look into it and if need be, swap the equipment. It is never our intention to leave our customers without proper service and we will investigate promptly.

Sat, December 22, 2012

-1 Trois Rivières,
QC
STAY AWAY FROM DISTRIBUTEL. It took them ONE FULL MONTH to install my internet connection and phone line. I had to buy a cellphone to keep in contact with my familly and my custommers. I was put on hold with custommer/technical staff every day for 3 to 6 hours. The only thing they gave me as a compensation is 5$ for 4 months while i had to pay several thousands to compensate for the service they failed to provide me. Now everything works but at half speed i pay for 6mpbs i get at most 3.2mpbs. Even Bell is better. I do not know of any company that dosnt care about their custommers that much leaving them with no service but still gladly taking their money. Worst custommer service worst service worst provider. Anything is better than distributel. Unfortunately, installation delays are out of our control as they are done by the carrier but I must agree that a month is way more than it should. Could you please send us your account info to feedback@distributel.ca so I can see what I can do for you?

Fri, December 21, 2012

-1 Toronto,
ON
Stay away from this company. They are bunch of crooks. First they charged my credit card and when I asked refund for the service that they haven't installed or activated they say nooooo. I will go to small claims court to get my every penny out of their pockets. Please send me your account info at feedback@distributel.ca and I will make sure you get refunded if the service has not been installed. It is never our intention to leave our customers without service nor do we retain money for services that are not rendered.

Fri, December 21, 2012

0 Toronto,
ON
And now they are telling me to send my info to feedback department.. If you we're so concerned about my stuation where have you been when I was calling 10 times ago cancel the service that you haven't provided yet and give me a refund for the service that you haven't installed or activated. I apologize for that, but it's never too late to make things right.

Fri, December 21, 2012

-1 Toronto,
ON
It's been 3 days my home phone not working. They keep saying it's a provisioning issue. I'm missing all my calls. This is unacceptable. I am in search for another provider. The reps keep hangin up saying I will call you in 1 hour, it's been 10 hours and no call back. Reps don't even know what the problem keeps saying it's a general issue. 3 days no phone line working. It doesn't matter the service is cheap if it's NOT working at all. I would rather pay to have service. Fix your issues guys have some proper way to escalate the issues and make them prioritize and get them fixed. Not to keep your clients without service. It seems everybody just keeps passing the ball and no one to take action. Could you please send your account info to feedback@distributel.ca so we can investigate and provide you with proper answers?

Thu, December 20, 2012

0
I got a response to my review yesterday saying that everything was fixed and that the problem was known and corrected but looks like it's back today!!??Distributel has to have better communication with Rogers. This is starting to look like Rogers is trying to have Distributel clients cancel their internet with Distributel to sign up with Rogers. 13 day outage so far! You are correct. Altough Rogers had confirmed that the outage was resolved, some of our custmers were still experiencing issues but they have since then been taken care of. If you are still having problems at this time, I urge you to contact tech support asap.

Thu, December 20, 2012

0 Ottawa,
ON
Left the comment here on Sun, December 16, 2012. Distributel responded that this has been fixed. Just like the person below, I get the feeling that Rogers is trying to have Distributel clients switch over to Rogers. I live in an apartment building, and know people who have Rogers as ISP and they don't have any issues. This might be the issue with other service providers too, where Rogers sometimes does that to them too. Might switch to WIND wireless internet, bit slower but they have their own network. I am campaigning even more against Rogers now. Distributel may suffer temporary setback, but in my mind Rogers will never have me again as a customer. Just to clarify, it is possible for 2 subscribers in the same apartment building with the same provider to have different results as the wiring sometimes are connected to different centrals. This is out of our control. But as of this morning, I confirm that all Ottawa region outages have been resolved. So if it persists, you need to contact tech support to troubleshoot.

Wed, December 19, 2012

-1
ON
Well to start off I would like to mention that I signed up with them about 5 months ago and never had any issues. Then on Friday December 7, 2012 my internet went down so I called them Saturday morning. They tried everything to resolve my issue but figured out after awhile that this was affecting all Ottawa Distributel clients and said that they were aware of the problem and that it should be resolved within 3 days. If it would of been three days it would of been ok but on December 17th, 2012 I decided to cancel my service. They said that the problem was with Rogers and that they were doing everything possible to solve the issue. I work in IT and trust me, when you have an outage last this long (as im typing this the outage still remains, 12 days outage so far) it is really doubtful that they still don't know what the issue is. It's either software or hardware related ! It doesn't take two weeks to figure that out. All this to say that if Distributel don't push rogers enough to have this fixed ASAP, how many outages will ditributel clients have in a year? I work from home some days of the week and this outage cost me too much to risk staying with them so I decided to switch to TekSavvy. Most of my coworkers are with teksavvy and when I told them about the outage I was having they couldn't believe it. Another thing that tiked me off was when I asked them if they could offer me something to help me stay with them they offered 4 months of free modem rental so a total of 16$ but for me one day without internet cost me a lot more than 16$ when working from home. I will probably be browsing web with teksavvy before they figure out what the problem is. The outage is now resolved. The cause was: DHCP server problems on their end. Call our customer service or send an email to feedback@distributel.ca with your account info and we will credit the days without service.

Tue, December 18, 2012

-1
ON
Signed up and install was December 11th - it is now the 19th and still no internet or phone.
Worst company ever to get a hold of and support is almost nonexistent. I've asked for my money back and have been told that isn't an option. I asked on feedback to be contacted by telephone to rectify and no one even bothered to return my call.
I would stay away from this company if you have any concerns about your blood pressure.
Could you please send your account info to feedback@distributel.ca so we can look into this for you? I'm sure there is a valid reason for this late install and I'll be glad to investigate for you.

Sun, December 16, 2012

0 Ottawa,
ON
I've been without internet access for about almost 10 days now. Called 6-7 times to see what is going on, and they have no idea when it's going to be resolved. This issue is being blamed on Rogers, since they buy the bandwidth from Rogers. Then why Rogers customers don't have the same issue? I am probably switching to another ISP, because they happily keep charging me for the time I didn't have internet. If anything, they should give an incentive to the affected customers to stay with them. So far, nothing of a sort. Just "yeah, not fixed, sorry. bye" We are not blaming Rogers. Just stating a fact. As service resellers, we depend on the main carrier to fix any reported problems that concerns the infrastructure. In this particular case, there was DHCP server problems on their end and it took longer than expected to resolve. Now that the problem is fixed, I encourage you to contact customer service to request a credit for the period during which the service was not available.

Mon, December 10, 2012

0 Waterloo,
ON
Lots of outages in SW Ontario over the past week, happening usually after midnight. It almost seems scheduled or should I call it in? You should 'always' report service outages. If we are not made aware, we cannot interveen with our carriers.

Fri, December 07, 2012

-1 Waterloo,
ON
The price and the speeds are good, but DNS and overall up-time are just plain awful. Support doesn't even apologize for the downtime let alone acknowledge that you've been inconvenienced by their downtime. They put up bulletins saying 'we're experiencing an outage in this area' but when you call tech support to ask them about it afterwards, they act as if you were not effected by the outage since you didn't call tech support when you were down - what's the point in the bulletin then?

I've been with them for about a year now and I've had about 4 major outages (6+ hours) and a handful of other outages that caused 1-2 hours of downtime. If you work from home like I do, don't bother going with them and pay the extra $10 a month to go with a reputable provider.
Thank you for sharing your comments with us. If you would like for us to look into your file and attempt to rectify the situation, please send an email to feedback@distributel.ca and mention your post on CanadianISP. I will be more than happy to do everything I can to assist you.

Tue, December 04, 2012

1 bromont,
QC
Signing up could not have been easier. One call, they mail you the modem, the technician came on time, and the internet is fantastic. So far so good! I'm not so techsavvy, but I googled a connection test and the download/upload speeds were clocked at what I signed up for, sooo yeah good stuff!

Tue, December 04, 2012

1 Toronto,
ON
I have been with Distributel since July 2011, and my overall experience has been GOOD. Service is not perfect, but it is well worth the price. I would like to comment on criticisms about customer service. In a competitive market, no company has ideal customer service, but there are two things I like about Distributel. #1: Service representatives are CANADIAN, and fairly knowledgeable. #2: You can leave a call-back number instead of waiting on hold, which has always worked for me. Other than this, average speeds are as advertised - sometimes a little higher, sometimes a little lower. I have had a total of about 24h with no internet in the past 18 months. In my experience, this is comparable to any other provider, but with generally lower prices and no usage limit. I would recommend Distributel without hesitation. Thank you for taking the time to post your comments. Your feedback is greatly appreciated.

Sat, December 01, 2012

-1 Waterloo,
ON
I have been having a number of issues with my internet since switching over to Distributel. When the internet is working my download speeds never reach the advertised and are usually far below it. Most downloads never go any faster than 300kb/s on a 18Mbps plan. Upload speeds are never as fast as my package is said to include. These are the speeds with only one computer hooked up to the modem directly. Once a router is set up for use between 3 people, speeds become almost unbearable on a regular basis. I have experienced a full 7 days of downtime having to speak with customer support for 4 days in a row until I finally convinced a support technician that there was an issue on their side so that a ticket would be forwarded to Rogers. After complaining to customer support once more about the full week of outage a puny credit was given to my account.

Also to note, I started off with the Cable 6 package and realizing that it was not enough attempted to upgrade to their Cable 18 package. Unfortunately, the upgrade process takes until first of the next month so I was forced to go through almost an entire month before an upgrade came into place. After installing the new modem sent to us, our ping has climbed from a previous average of approximately 15-20ms to 50ms.

Had I known this was the service I would be receiving I would not have gone with Distributel. I would definitely not recommend Distributel to any university students looking for internet to share in a house as you may find yourself hanging out in a library or Starbucks to get internet.
Thank you for bringing this issue to our attention.

Below you will find instructions on how to gather the necessary information we require to resolve this problem.

***Before following the steps below, please ensure that you have your computer connected directly to your modem. Any routers or Voice Terminals must be removed for accurate results.***

If any of the below instructions are unclear, or if you experiencing any problems or errors, please contact us at 1-877-301-4077 and we will be happy to assist you.If you use a Macintosh computer, please scroll down.


FOR WINDOWS OPERATING SYSTEMS:

1.Download this file to your desktop: http://www.distributel.net/download/speedtest/speedtesten.bat
2.Run the file “speedtesten.bat”
3.A window will open which will guide you through the process of completing the speed test.
http://www.speedtest.net/ will open at the end of the speed test in a new browser window.
4.When running your test in http://www.speedtest.net/ , please remember to choose the Toronto server if you are located in Ontario. Choose the Montreal server if you are located in Quebec.
5.After you have recorded your speedtest.net results, reply to this technical.support@distributel.ca and include your account number or your name and phone number so we can access your file
6.In the reply to this email, attach the file “SpeedResults.txt” that should now be found on your desktop.
7.Hit send and one of our technician will contact you asap.

Fri, November 30, 2012

1 Laval,
QC
I had a great costumer service with Distributel, and never had any trouble with my connection. Their modem came already configured under my account, so I only had to connect it.
I preferred to use my own modem in the end (an old one that I got from Bell years ago, but still working flawlessly).
They sent me a tech to configure my dry line at my convenience, but weren't able to tell me when he would come that day.

Thu, November 29, 2012

1 Barrie,
ON
I was reading a few of the comments here and just wanted to weigh in with my experience. Also, I want to remind people who complain about outages and blame Distributel. You realize that they are just resellers for whoever owns the line (Rogers/Bell) and that they have no control over that, other than notifying them.

So far my experience has been great. I had my DSL hooked up but was only getting a fraction of my download speed. I called Distributel the next day and they recognized that there was an issue after having me go through a few troubleshooting steps. It was a Saturday when I called but whatever they said to Bell had them out there on Monday and the tech had the issue fixed within an hour.

Speeds are great and no connection interruptions. Been a customer just over a week.

Thu, November 29, 2012

-1 Peterborough,
ON
The advertised speed is fine. Other than that, my experience with Distributel has been nothing short of infuriating.

They have had "higher than normal call volume" at their call centre ever since I signed up in September. However, if you press one for sales, you are almost instantly connected.

If you don't mind the trouble with waiting for nearly an hour on the phone for customer service - yeah, go with these guys.

Otherwise, look elsewhere.

Wed, November 28, 2012

0 Waterloo,
ON
Awful just awful - I had an outage last more than 5 hours yesterday and this is not the first time it's happened. My business requires close to 99.9% uptime and these sporadic outages are costing me time and money. Maintenance I could understand, but at peak hours??? I like Distributel's pricing and speeds, but these service disruptions have me reconsidering. We experienced a DHCP issue in London yesterday. The issue was escalated to our carrier and the problem is now resolved. If you are not in the London area, please contact our technical support to troubleshoot your connection. I also recommend you contact us to perhaps transfer your service to our commercial division since you are using it for your business and your current service are for residential purposes only. Thank you

Wed, November 28, 2012

0 montreal,
QC
I agree with all the other comments about unreliable service and TOTAL lack of any customer support.

I signed up three weeks ago and my connection was completely botched so my DSL was never completed by Bell. Five days ago they tried again and apparently set up my DSL connection.

There is not one day in the last five days that the service has worked properly. At any time during the day it may not be working and then may work again. Despite promises that I would be getting 15mbs download I tested it and the BEST I could get was 10mbs.

However worse than ANYTHING is the complete lack of support and service. I think that they only have ONE person providing technical support because waiting on hold for more than one hour is not acceptable. I have left messages for call back and sent emails but have not heard back from anyone.

THIS COMPANY IS A COMPLETE SCAM. STAY AWAY!!!!
We are well aware that it is hard to contact us at this time and are doing everything in our power to resolve this unfortunate situation. The company's growth has exceeded our expectations and we are now mass hiring. Soon, this should be a thing of the past.

Until then, I suggest you send your account info to feedback@distributel.ca and I will make sure someone contacts you to troubleshoot your connection.

Thank you

Wed, November 28, 2012

-1 london,
ON
DO NOT USE THIS ISP!!!
Everyone i had talked to had nothing but great things to say about this company.
Starts off normal, Jan 2012 Bell overcharged me flipped out an told bell where to stuff it. called up Distributel, agent was very helpful polite and set me up right away.
2 weeks later the modem arrives, 1 week of fighting and screaming at stupid techs finally i get one with a brain who sees that the packet loss is insane and pulls up the records on my modem,
and oh wouldn't you know the damn thing had just been returned as NON WORKING! way to flipping go guys!
After going to a manager i accepted a modem replace and 3months free service for the whole mess up.
Sept.2012 download speeds dropped to 2.5 with constant internet disconnection (like every 15min-1hour) with a ping of 193 on voice coms (dialup pings at 97 just to give u an idea of how horrible that is)
first rep useless had me reset modem 4 flipping times then passed me over to manager when he asked me a 5th time to reset and i refused and demanded to speak to one.
manager finds a big packet loss, arranges for a bell tech to come out NEXT WEEK cause thats the soonest they could. never got a call from bell or from distributel
NO tech ever showed up nothing but low and behold my ping is now 79 and my dl speed is 1.98!
called back in, again took 3 or 4 techs before got one who was competent! he finds bell ticket and sees tech put he was here and resolved issue, whoever this tech was made it WORSE NOT RESOLVED THE ISSUE!!!
now another tech needs to come out set up for round 2 with bell, again had to wait a another week for this! again low and behold it happens again.
again i get sent to a manager who tells me its not the line at all that its the fringing modem yet again! So they send out another modem. No compensation for the month of slow speeds and horrible connection
Now for last week its happened all over again! only this time dl is 0.87!!! I cant NOT for the LIFE OF ME get ahold of anyone!!! first day 4 hours wait killed my phone! 2ed day picked option for call back never got a call, 3ed day same thing, 4th&5th day unable to call out of town 6th day 2.5 hours wait killed phone again! today sitting on hold right now while writing this 1hour 17min I've been on hold First thing tomorow this horrible company is OUT of my house I've had enough! I'd rather pay more to bell and speak to someone who hardly talks english then pay the lack of service and horrible product from Distributel!
I am sorry to read about your bad experience with Distributel. We are aware that we are somewhat temporarily hard to reach at this time, but one thing most of our customers agree with is that once they speak to our people, whether its a customer service rep or a technician, the quality of our service is not an issue. We tend to go above and beyond our customer's expectancies, which was obviously not the case for you, so please accept our most sincere apologies. I would appreciate if you could send your account info to feedback@distributel.ca

I will be more than happy to review your file and assist you by making sure your problem is assigned to a higher level technician that will do everything possible to resolve this situation once and for all. Thank you for your cooperation.

Thu, November 22, 2012

-1 Kitchener,
ON
I live in Kitchener, ON, and heard lots of stories about "unreliable service, Tech support is useless, etc." but thought it was long time ago,...I was mistaken. My services were "installed and activated" on October 29, 2012, today is November 21, and my services are still not working. I'm calling Distributel's technical support every single day, I spent hundred of hours talking to different levels of their technical support, each time a new person, and I have to start over and over again. Last time I spoke with a manager who promised me the problem would be resolved this week... NOTHING has been done so far!!! I have I believe 5 open service tickets, and 2 open service tickets with Rogers. Distributel sent me another router, blaming it was the cause of my services were not running, new router is here, I had my Internet and home phone up and running for 6 hours, and then again services are down. My home phone is useless at all: either there is no dialing tone at all, or the quality of service is so poor, that no one can hear me: from my end the sound is muffled and a bit hissy - but it seems worse for those on the other end (and I've experienced this when phoning home from outside) - the sounds is very muffled to the point of being inaudible. The Internet is another story, my best results so far were around 10, please note I'm on 28/1 package, I've never even seen a promise speeds, even though it's confirmed by Rogers that my lines are capable even 5 times faster speeds (up to 150). Usually, when my Internet is not down, my Internet speed is around 4-6...I run lots of different tests, I reset my modem and router so many times, I can't even count already. I think I have only two choices either to cancel all my services and ask Distributel for the FULL refund, including installation and activation, cause my services were not running even for one full day, or contact the head office directly and ask them to assign ONE person who would deal with my particular case, and you should start with sending a Rogers technician finally to check my installation! What you are reporting is indeed not acceptable. Please send me your account info at feedback@distributel.ca and I will look into it and make sure someone is assigned to your account.

Linda Lessard
Customer Relations Administrator

Wed, November 21, 2012

-1 Toronto,
ON
I have been a Distributel customer for close to 10 years and up to about 2 years ago, the service was excellent. But, very suddenly their switchboard become overloaded and it was nearly IMPOSSIBLE to contact them for either tech support or service support. I've tried to contact Distributel over the past 2 weeks by phone, without much success. And when I submit an email for support and leave an alternate contact phone number, they don't call. I wanted to upgrade my service, since I cannot reach anyone, I just want to cancel my service! Such severe changes in a company's service is indicative of the company going bankrupt and I'm worried that I won't be able to resolve payment issues with a bankrupt company. Thank you for taking the time to post your comments. Please assured, we have no financial problems. On the contrary, the reason why we are so hard to reach is because the demand is higher than ever before. We are in the process of hiring numerous additional ressources to maximize our response time, but until those people are trained, access is much longer that it should.

Please send us your account info at feedback@distributel.ca and we will make sure someone contacts your promptly.

Linda Lessard
Customer Relations Administrator

Wed, November 14, 2012

-1 Trois Rivières,
QC
registered with distributel in october. They took my money before a technician came to install the line on november 8th. One week later i have no internet or phone service whatsoever i called tech support 6 times now. I had to borrow a friend's cellphone at extra charges. Technicians are clueless they ask me to restart the modems around 10 times and then they say the problem comes from distributel and they will call me back in the hour. They never called back.

I have my own company. When a customer of family calls me it says my number is not in service anymore. You have no idea how this can hurt my business.

I called again this morning and tried to fill in a complaint and i was put on hold for a so called "senior agent" for 2hours now.

I understand why theres is so many negative feedbacks.

I'm ready to ask for a chargeback on my credit card and change companies.
Could you please send your account info to feedback@distributel.ca so we can investigate? Thank you

Wed, October 31, 2012

0 Barrie,
ON
Been with them for about 6 months now. Have always had alot of problems with internet dropping or phone calls either not working at all or you can hear but not talk. I tried to call in many many times only to be directed to someone else and put on hold again. They had sent rogers out to check the lines and in there defence they did call the next day to ask if it was fixed. I told them then that it doesnt always happen just some times, which by the way is a big mistake to tell them because as soon as you do they say they wont do anything about it.
Since then I think that I have greatly improved my service by going out a purchaing my own good quality router and taking everything off of there router except the phone lines. I can now use the internet and phone at the same time. I can transfer files across my network without effecting the phone. It has also been up for days without having to reset the router to go back online. In all I would say that there is a problem with their equipment and their unwillingness to work with you to fix it might be one of there biggest problems. I hope they actually take some of these comments to heart as I for one would like to see them succeed and offer a good service at a good price.
Pardon the delayed response;

There shouldn't have been any issued using the phone while transferring files over the network; this may be related to a firmware/port issue.

Although your issue has been resolved by placing a third-party router between your modem and IAD, I would love the change to look into and document the issue. Please forward your account info to feedback@distributel.ca and reference this post.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, October 31, 2012

-1 Toronto,
ON
Don't trust this company! They are a bunch of crooks. Their customer service sucks - you endure long wait times. The dispute resolution system is pathetic. I signed up Oct 11th and was promised that a Roger's representative will visit my home on Oct 29th. When the guy came to connect my services, he advised me that my installation will need more time and he needs to get tools. So he promised he will be back within an hour. I advised I need to go to work so we agreed to reschedule. Nothing happened for 48 hours. Then I when call the company they advise I am connected! They take no time to understand my situation and give me the run around between their customer service, coordination and billing department. I decided to pull the plug on this unreliable provider. The sad part is now they advise the initial monies charged will not be refunded. Hence my comment is that this company is a bunch of crooks. They were not willing to accomodate my request for a refund as I never used their services. BTW - I had signed up for both Internet and Phone, and now they are asking me to send the phone adapter myself by paying the requisite postage/mail.
Thank god, I don't have to deal with this company again.
Pardon the delayed response;

Distributel relies on it's provider's technicians for the installation of your service; in the event an appointment is missed, or not completed, for whatever reason, we have little choice but to reschedule. If the technician closes his work order, the service is automatically switched to "active" and becomes a Technical Support issue; This involves escalating a ticket back to our provider who will arrange a new appointment.

If the technician promises to return and does not, we can only report this to their management; The initial payment is refundable in cases where service is unavailable, or we cannot provide it; if you do not allow us the chance to activate the service, then it is non-refundable; you may think we're being "crooks" however this clause is clearly started within the welcome package mailed to the address on file. There are direct costs associated to provide service. While no techncian entered your home to complete this installation, it is very and entirely possible that the work was completed outside your home while you were not there. If you do not allow us to determine IF the service is active, you're welcome to go to another provider, however the monies collected will pay for the engineering work completed to provide the service.

Further; all customers are required to return any Distributel-owned equipment at their cost and risk when cancelling.

Whith that said, I would love to take a look at your account to confirm or deny a few things. This will help determine if a refund is due. Please forward your account information to feedback@distributel.ca and reference this post.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, October 26, 2012

1 Windsor,
ON
Have it for 1.5 years now. 2 very short outages in 1.5 years. Love the unlimited internet. Great, consistent speed. At somewhere between 96-99.9999% uptime/packet sent (measured on random days, with random sampling). Thank you for taking the time; while we aim for a 100% uptime,out average remains within the scope you're experiencing; this of course does not take into account carrier network outages.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, October 22, 2012

0 Toronto,
ON
Update
Finally I can report that my internet connection is setup, and I am more or less pleased with the product. But I have to say their front end service is pretty ridiculous. No one called me back on the 15th, after the whole fiasco (and my rant on this website), even though they said they would after they had established a new appointment. So I once again called the next day. To my surprise, they actually HAD re-booked another installation for THAT SAME day but once again - failed to contact the customer. If I had not called (and sat on hold), I would never have known and missed the installation. With all due respect, what is your company's problem with communicating with your customers? Looking at this website, this seems to be a running theme. There is being busy, and there is being incompetent, and I am leaning towards the latter.
I am presently happy with the product so far, but have to say, your customer service is abysmal. Not rude and obnoxious like Rogers or Bell, everyone is more or less polite but they just seem incapable or unwilling to actually communicate with the customer. If you REALLY hate Rogers and Bell (like many of us do) and are in no way in a rush, do not care about incompetent service, and don't mind sitting on hold for extended periods of time, Distributel is for you. Long story short - you just have to be REALLY patient, and tolerant for a good product.
Thank you for taking the time to share your recent experience. Distributel has always aimed to be the leader in customer service excellence and we apologize we did not live up to our reputation with the handling of your account.

We are currently in a massive hiring campaign and a new class of eager candidates have started their formal training. In the meantime, our existing agents are hard at work each and every day to ensure all calls are answered within a reasonable timeframe, however our recent growth has exceeded all our expectations ten-fold and we working to find the perfect balance with new scheduling and workforce management procedures in the interim.

However, we are confident that the situation will resolve shortly. It is never our intention to leave anyone without proper service or support and once again we apologize for the inconvenience this matter has caused.

Sat, October 20, 2012

-1 Montreal,
QC
I signed up for Distributel on the 3rd of October. The first available date for a technician to come to my home to set up my service was on the 16th. While speaking to Distributel, I mentioned that I was currently a Videotron subscriber and would not need a technician to enter my home since they could simply tranfer the service. I was told that this was not the case and that I would need to remain home for 14 hours on the 16th (from 7:30am - 9:30pm). I took the day off work and did so. No-one ever showed up! I called distributel on the 17th and was told that since I was a Videotron customer (until the morning of the 17th) I would not need a technician, and the service could be transferred remotely. They told me that this would take place that day (wednesday) the next day (thursday) or at the latest, Friday. I have called everyday since then, spent over 5 hours on hold, received numerous promises that the internet is on the way, but still nothing. I was excited to save $15 / month on my internet bill; however, with no internet, the deal is non existent. As a person who works from home, this down time is completely unacceptable. Looks like Monday will be the day I switch back to Videotron (after 6 days with no service and no actual internet in sight). Thanks for nothing Distributel, terrible service from day 1. Hello,

We would line to apologize for the delay in responding to your post and for the issues you have experienced.

Please email your information (account or telephone number) to feedback@distributel.ca and we will investigate to ensure this is not repeated

Mon, October 15, 2012

-1 Toronto,
ON
After having been out of the country for four years, I was quite happy to have ‘other options’ to Bell or Rogers. And Distributel looked like a great option. Signed up online, and was told by email someone would contact me to set it all up. Ten days later, no call. So I was in the interesting position to chase people down to give them business, and I called. I wasn't on hold for too long, eventually got a guy, and worked through the system, only to be told that it would be at least ten (another!) to have the installation. OK, fine. Book it for today, 9am, took the morning off, and was told that they will be prompt (I know, but I had to try!). Got my paperwork in the mail, faxed it all off. No phone call of confirmation. Not a big deal if they are on time. 10am comes along, nothing. So I call, wait a mere 30min on hold, get a person, she notes there was a question about my address, but it appears to have been resolved, and there was no record of a phone call to me. Ok, so where are they. I do not know sir, let me transfer you. Another 20min on hold and I get a guy who does nothing but dances around the issue. There was a question with my address from contractor, but it was resolved without the need of contacting me. But the contractor cancelled my appointment in the meantime. And they are waiting to reschedule. Fine, ok. Stupid stuff happens, especially when you have to go through a Rogers backbone. But the question the guy would not answer was WHY DID THEY NOT CALL TO NOTIFY ME? You know what? All he had to do was say, sorry we screwed up. We are sorry. But those three words could not come out of the guy’s mouth. Have a little respect for your customers. Rogers does not do that. Bell does not do that. We come to the Independents to not be treated like trash. Three little words, We. . . are. . sorry. Is that too hard? Two strikes now. If they screw up the next installation – in particular if they do not call me soon to re-schedule an appointment, that would be a third strike. Luckily, there are more IISP options. I hope they don't take 20+ days to set up though. Thank you for sharing your experience with us. We pride ourselves on providing top quality service and obviously, we messed-up on this one and we 'are' sorry. If you would be kind enough to send your account info to feedback@distributel.ca (name of account owner and phone number associated with the account), I will gladly follow-up on your installation and make sure the agent you spoke with receives the necessary coaching in order for this type of situation to no longer occur.

Sun, October 14, 2012

1 mississauga,
ON
after weeks of waiting i finally have my internet up and running. the first technician who showed up in my house was a douchebag, i dont need my landlord after all. I find it easier to leave a call back number when calling their customer service they always call back. Overall its worth the wait.
Glad to hear it!

Landlord permission is usually required if any drilling from outside needs to be done to run the cable or whatnot in a rental property;

Welcome to Distributel!

Fri, October 12, 2012

-1 Ottawa,
ON
I think I have the record…I was originally calling to ask about an account I setup a few days ago, now after being on hold for 2:30 (this is not an exaggeration, I needed to set my first phone on to charge and pickup another) I am going to cancel my order. There is no way anyone else has worse hold times (and customer service) than this. Note that I actually reached someone by calling the sales line first (was only on hold for 5 min there), they took my info and said that a senior CSR was needed to assist me… again on hold for 2.5 hours and still counting. I just started with distributel, and will be calling it quits as well.
I recommend avoiding the company.
We apologize for the delay in contacting our customer service. We are unfortunately aware that the wait time is above average but we assure you that we have put everyting in motion in order to remedy this situation shortly. We have several new employees that started recently, all of them are still in training but they will soon be able to join our team and insure our wait times are no longer an issue. Until then, if you are still having problems reaching us, send your account info to feedback@distributel.ca and we will make sure someone contacts you.

Thu, October 11, 2012

0 mississauga,
ON
I signed up last month after cancelling my rogers. after 2 weeks of waiting to get my internet set up. I finally got a scheduled on wednesday, rogers technicin showed up the problem is i'm renting a basement so main rogers connection is own by my landlord. the tech guy refuse to set up my internet without my landlord consent, she's not home most of the time so this makes a huge problem with me. Tried to contact distributel to get a sched again but this process takes so long as its so hard to get a hold of their coordination department. im frustrated and irritated as i did not know that i need my landlord to get my internet installed. I'm still neutral about the situation but i dont know if i ever going to get my internet installed, been waiting patiently. Sorry for the delayed follow-up. If you issues have not yet been resolved, please send your account info (name of account owner and phone number associated with said account) along wit a copy paste of this comment so we can investigate. Thank you

Tue, October 02, 2012

0 Mississauga,
ON
Internet is actually decent, though I find that I have to unplug and reboot my modem every 3 or 4 days to restore service.
Phone service is horrible though, I can't hear my calls, I'm in west toronto, and whenever I try to make a phone call I hear a montreal radio station over my call and often can't hear the person that I'm speaking with. Initially it was just myself that could hear it, but after a call to tech support, now the person that I am speaking with can hear it also, every time I call them, they do something and it gets louder. They keep blaming it on my phone saying that it's somehow picking up a radio station 500 kilometers away - that I can't even pick up on my home stereo.
After reading your post, I strongly recommend that you send your account info to feedback@distributel.ca so we can investigate your phone issue. Include the name of the account owner as well as the phone number associated with the account in question and we will have someone investigate.

Thu, September 27, 2012

0 Sherbrooke,
QC
Montreal Branch. Rating: -2. Stay away from them. They're as bad as any other of the same company. Bad customer service, bad tech support, bad administration. I believe this company nurtures incompetence! Can't comment on the connection coz I didn't get that far: they missed the connection date twice. I got out, that's the good news. Finally got a refund, not in full (you gotta pay to learn) and not speedily either (no, no, no). So in short just remember that Distributel rhymes with HELL. That's my update to the worst experience encountered. Sorry to hear about that;

Please forward your info to feedback@distributel.ca and we'll look into it.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, September 25, 2012

-1 Toronto,
ON
Trying to get to customer service is a nightmare. I've been on hold for 2:09 minutes so far (not exaggerating). Very frustrating. I'm not going to even go into details about my experience.. let me just say STAY AWAY. Not worth it. Try Tech-savvy or any other company I, for one would love to hear about your experience; please forward to feedback@distributel.ca and reference this post.

The wheels are in motion to ensure this doesn't happen to anyone again.

While it may seem we just sit her are stare at the phones ringing, my heart goes out to the dedicated men and women of Team Distributel who handle hundreds of calls each day.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, September 24, 2012

0 Toronto,
ON
I switched from rogers that was gutting me. I work in IT/Tech. Speeds surprisingly are pretty solid, I fill the pipe almost daily and get consistent speeds mostly. Then the problem came. My Internet got 'partially' cut off I believe, the other day because of a payment that didn't go through literally a couple days prior. Randomly it seems the internet went back up the next day...

Now I'm sitting here looking at my android which says 1 hour, waiting on hold to pay my bill so my internet doesn't get randomly shut off.

To Distributel: Don't shut off my account!
Also Why don't you hire a quality call center to handle the load?? E-mail me and i'll set you guys up.
I would love to look into your problems and help you find solutions, but I need more info in order to access your account. Please send an email to feedback@distributel.ca and include your name (name of the account owner) as well as the phone number that was provided at the time of your subscription. Thank you.

Fri, September 21, 2012

0 Montreal,
QC
Quick Update: It has now been a bit more than 48 hours since I first requested a callback and 24 hours since Mr. Brisson posted on this board that there was 8 callback requests lined up before mine. I find it VERY hard to believe that it takes someone more than 24 hours to contact 8 customers. Still waiting for a callback...

Admin note: Rating changed to neutral: Updates to previous ratings cannot further rate up or down the same ISP in the interests of fairness.
-Marc
Hi There; The response notice came a little latter than usual, however per our conversation, a full refund is forthcoming in the event we cannot secure an installation date by Wednesday and if successful, you will receive the discount as discussed. I trust we will have you installed without further delay.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, September 20, 2012

0 Barrie,
ON
Finally my DSL is working fine. Thanks to the determined support at Distributel. Got a technican who knew what he was doing. Looks like the problem was Bell 's all along. The technican kept after Bell until they fixed the problem, calling me with frequent updates on the process. So now my rating has changed from Negative to Neutral. Give it a week or so and hopefully it will change to Positive. Thanks for the update!

JC is a huge asset to our support team and we do not regret promoting him to Level 3 Support. He will be properly recognized for his commitment to customer service excellence.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, September 19, 2012

-1 Nepean,
ON
Horrible customer service. My network has been down three times in three months and they need three days notice before they can send a repair person, plus hours of troubleshooting and on hold time to get there. They blame things on Rogers and some of that may be true but they do nothing to help themselves with their escalation procedures.... Pardon the delayed response.

The turnaround time for a repair dispatch is not exclusive to Distributel; all Indie ISPs are in the same boat.

We're constantly fighting the up-hill battle against in the incumbents who set up this whole system and we won't give up.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, September 19, 2012

-1 Barrie,
ON
7 days. Still waiting for my DSL to get up and running. Worst customer service and support. I don't know how the product will be, I can't even get connected. Another 2 hour wait today for a level 3 techican to contact me back on the status. Don't even know what is happening next. What is the status? Will I have to wait another day or will this go on forever!!! You call in and get music wait wait wait. I asked for the person handling my case, still waiting, still waiting. They keep saying its Bell. Every time I call in someone says something different. So take care of it or give me cable instead. I need my internet working. My neighbour recommended Distributel to me and I've since recommended to others. What a mistake. We apologize for the inconvenience this may cause you. In order to follow-up on your account, we need some information to access your file. Please send an email to feedback@distributel.ca and include the name on the account as well as the phone number you provided to us upon registration. Thank you

Wed, September 19, 2012

-1 Montreal,
QC
HORRIBLE CUSTOMER SERVICE!!

I was told a technician would show up on September 18th and requested a day off from work. Of course, when I called to know at what time the tech would show up I was told that the appointment was never confirmed on their side and that they apologized for the error. Then I was promised by a senior agent that someone would call me back to confirm when the appointment will be.

Today while I was at work, I received a phone call from a Videotron voicemail saying that a tech is on the way to install my internet service. I immediately tried to contact Distributel.... 21 minutes on hold later someone transferred me to the coordination department .... 50-60 minutes later the coordinator answered the phone call said she couldn't do anything except for transferring me to a supervisor I specifically told her I didn't want to wait anymore ... 30 minutes later I get to speak with the same senior agent I spoke with the day before. She put me on hold for a while then came back and said that there is nothing that can be done and I have to wait for another technician to show up. To add insult to injury she offerred me a compensation of $5/month for 4 months. This is ridiculous!!!

Finally I proceeded to send an email to feedback@distributel.ca asking them to call me immediately and guess who called me back.... YOU'RE RIGHT! NO ONE!

Distributel doesn't seem to have any regards for their customers. They're just looking for money.
I apologize for not being able to contact you during my absence and for the delay in your installation.

I am currently reviewing your account and your interactions with the agents to determine why you were not advised of the appointment, however any date provided at the point of sale is tentative as Distributel must rely on the incumbent carrier in your area to confirm the requested appointment. If an installation is missed, we have no choice but to ask them to reschedule for the earlier available appointment and await confirmation.

There is also a process to have your call escalated beyond our senior agents; calls are returned in the order they are requested. I will do my best to get to yours today however there are currently 8 callback requests that were received before yours. Bumping your call to the front of the line would be unfair to those who have been waiting longer.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, September 14, 2012

-1 Sherbrooke,
QC
Distributel Montreal -- Internet Service > Steer clear from them. The worst customer service experience you can get. Not enough staff to answer the phone and on the technical side, staff is generally incompetent. Company unresponsive: like dealing with a black hole… nothing is coming out. As for saving, well, it's the SAME price as Videotron, (when you add the modem rental). You get a narrower bandwidth, although you have to weigh unlimited versus 500 gigs. But again on the customer service side, it's really hell with Distributel. The growth we've seen in the last 12 months have exceeded our expectation tenfold; We have put our hiring committee into gear and are currently hiring in Ottawa, Montreal and Thunder Bay to keep up with the demand.

Please forward your account info and reference this post and we'll be more than happy to investigate your interactions with the agents to determine areas for coaching.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, September 12, 2012

Comment Barrie
Update to my situation with them. Still have same problems. They finaly called me on a Frday 4 days after responding to my comment on here and told me that they where sending someone out on Monday. No one showed. Then someone called me again on Wednesday only to tell me that they alway confirm and it was my missunderstanding. Had to explain my problems again which is phone and internet outages and a second line that I can't call out on. Have not had any reliable service since day one. Told that again a tech was being sent out but no date on when that is. All I can say is that if you need reliable service you may want to consider that before going to Distributel as it seems that right no your just not getting any reliabilty. I will post again and update this when they actually do someting Sorry to hear about that;

We have streamlined the communication process between myself and other departments for any feedback received via canisp/facebook/twitter ensuring a faster response time for forwarded contact requests.

Please notify me via email if the issue is still ongoing and I will notify my Level 3 Support Team.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, September 10, 2012

-1 Ajax,
ON
- LOOONG wait times for any customer service. Then you get NO customer service from the reps.

- Took 2 days for them to take money from my credit card after my order...Cancelled my order on August 20th...almost 3 weeks later...still no refund.

-Cant comment on service as Ive never been hooked up. But I'm glad I cancelled my order from what I've experienced with distributel.

You really get what you pay for...
Sorry for the delays;

Refunds are generally processed within 4-6 weeks after the receipt of the equipment.

Please forward your account info to us and reference this post and we'll look into it and see if we can't get that refund out to you asap.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, September 09, 2012

-1 Toronto,
ON
DON'T DO IT TO YOURSELF.

I wish wholesalers could work in Canada, but the fact they are so at the mercy of Bell and Rogers makes it impossible.

Last week I was supposed to have my dry loop dsl connection activated for my condo unit. I took the day off work to stay home from 9-5 (the only option for a bell guy to come). No one came.

First I try feedback@distributel.ca . Didn't really expect much from that, so next I call up customer service. 45min wait, I finally just decide to leave my number. About an hour later get a call, tell them the problem, they push me over to tech. Wait about another hour for a call from them (India) to try all the standard stuff (is it plugged in??) and they tell me to call 'co-ordination' tomorrow morning.

There's no number for 'co-ordination' so next day I call customer service and they tell me a Bell guy did come to my condo, he must have just not come to the door. The overall tone of I was getting was that I was somehow lying about a guy never having come, or my internet working. Great.

Then I get shunted over to tech again, another couple hours of telephone tag and I'm telling them someone needs to be sent. We go through all the trouble checking yet again and figure yes, there's a problem and bell needs to send someone. Hopefully Monday, but if you haven't heard from us by Saturday afternoon, call to check in (Because I obviously have time to do this).

Next day comes. No word. More telephone tag. I talk to someone in tech to figure out the status of my ticket. Takes about 15 minutes because at first they can't even find my account, and then turns out bell is going to do their own testing so they won't be sending someone yet. Huh? I know what that means, bell is going to try some tests, and tell me to reboot my modem, it won't work, and I'll have to issue a ticket AGAIN just to get someone out here.

Look, I know Bell is the worst, but what's also the worst is a company not really going to bat for you. What I need Distributel is get a tech out to my ACTUAL door. A few 'We're really sorry this is happening', or 'we'll definitely be crediting these days without internet to your account' would also be helpful…You know, just decent customer service? But I guess these situations happens so often, its old hat for everyone there by now.

So unless you have tons of patience, no full-time job, lots of minutes on your cell plan, and no actual need for an internet connection, go with Distributel. Otherwise, don't do it to yourself. You deserve better.

--posted from a Starbucks Cafe WIFI.



Thanks for bringing this to our attention;

There is nothing more frustrating than being told to wait at home all day just to have the tech not present himself as requested/required.

When we submit a DSL order, we can usually determine if a technician is required ahead of time, however the final word comes from our provider. The same can be said for any repair tickets submitted; they will first send the ticket to their Test Center for further analysis and they make the final determination of if and when a technician will be dispatched.

Independent ISPs have been locked in a constant struggle with the Big 3 over the years and when incidents like this present themselves, we have no choice but to reschedule the dispatch.

I apologized for the inconvenience caused.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, September 05, 2012

-1 Guelph,
ON
Trying to get internet for my son's townhouse and 5 weeks later, they still haven't confirmed a date. Please forward me the account info and I'll investigate the delay ASAP;

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, September 03, 2012

-1 Waterloo,
ON
Been with them for about a year and a half now. Seems to be one issue after another. First the speeds were far less than stated, but I stayed with them under the promise that they would get better. Finally about 6months of being with them the speeds became as advertised, but now I've been living with frequent disconnects for the past year. If you added up the number of hours I've been on the phone with them you'd shoot yourself in the face...
Trying to get a rogers tech to come out is like pulling teeth...you go through all the trouble of setting it up and convincing the distributel rep (of which you get a new one of everytime you call and despite the notes on the account have to explain everything to every time!) they finally put a ticket through in to Rogers, and they just check and see that your modem is up and cancel your ticket without telling you! AWESOME!
I've been living with worthless headache causing internet for long enough...will be cancelling end of coming week if distributel can't get their act together.
If you could forward your account info and reference this post, I will have the issue re-escalated and we will take care to specify that this is a chronic, intermittent issue and to have them trace your line for 48-72 hours;

Although they ask if an issue is permanent or intermittent, that part of the ticket always seems to get missed or ignored causing unwarranted delays.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, September 03, 2012

-1 Barrie,
ON
When first started was amazing speed. Problems with phone service are on going with complete outages on both phone and internet. Have called in only to be either left on hold forever or leave a call back number and no one calls you at all. Did a little digging on my end and seems that there its there primary dns server that stops responding. Secondary very slow or not all. inter home network is fine and working well. log onto there modem and check diagnostics and log, error after error all unreachable. Was told that error was in my lines so I had all my cable lines upgraded from road to house. Unfortunatly I need my phone as I run two lines one for my home one for business. Very disapointed with the service so far. There tech support is unreachable and I would suggest that anyone signing up for new service try to get ahold of there tech support first so they know whats in store for them. I myself will be canceling my service with them unless they can get this fixed very quick. I would love the chance to investigate your issue and find a resolution. Please forward your account info to feedback@distributel.ca and reference this post.

While we have seen some excessive wait times recently, I can assure you that our support team is reachable and the callback system works. As an example; we currently have 12 support agents waiting to receive a call and the callback queue is empty.

We're working on a modification to our scheduling processes to ensure the right amount of coverage from 8am to midnight

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, August 31, 2012

-1 Scarborough / Mississauga,
ON
My initial setup with Distributel and company was great. Hassle free set up, up and running in minutes. Loved the service. That is until my family decided to move. I had contact Distributel about 2-3 weeks in advance of my move asking if there was service in the area etc (I sent them an email at the time). They called me back about 2 hours later (great! loved the service). The person on the phone confirmed address etc and that there is service - all he has to do is set up an order to have someone set it up just how they did to me initially and the tech would be calling me in a few days. I gave the requested time and date and he said it's possible to do it then. Last time, the tech confirmed the appointment about 3-4 days prior to coming. So I waited until last week. Still no call back. So I call them, wait literally 1 hour 50 minutes on hold (I have phone bill to prove it), I leave my callback number...and no one calls me back! FINE, I call the next day and try the call back feature, they call back an hourish later. Great! I'm happy again. I spoke to the lady explained my situation, she said okay I see the order, let me put in another one and put a rush on it etc. This was probably Monday/Tues of this week. Again I confirmed my callback number, the address, confirmed that a Rogers tech will call me back. It's now the evening before my move, and I'm on hold waiting for again about an hour trying to speak with someone. This is ridiculous!!! I love(d) the service etc, but is this how I get treated for wanting to stay a customer? I have my home phone hooked up as VoIP so if I don't get this set up, I have no internet and no phone. I'm very VERY upset. A week ago I even got in the mail they will charge me a $60 moving fee so my bill would be basically double what it normally is and will be charged on my regular bill date of the 4th of each month. So Distributel acknowledges I'm moving, they're fine and dandy and all ready to charge me for it, but can't provide me the service I need?? Pathetic. Sorry to hear about your recent experience!

As an Indie ISP, we must rely on our provider's engineers and technicians to install or move services. In the event the tentative date provided cannot be honored, we have no choice but to request a new appointment and wait for it to be rescheduled.

Please forward your account info to feedback@distributel.ca and reference this post and we'll investigate the delay.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, August 27, 2012

-1 Bowmanville,
ON
well..off to a great start!!! lets see, on the phone for 45 min on hold, then i put my number for call back "in priority sequence" that could take until the next day. Umm i was trying to become a customer.. All I can say is WOW..BRUTEL..probablt not a good way to get new customers...just a thought..and i'm no marketing genius. Sorry about that;

We've recently mailed out flyers and we were handing out promotional material in our local Pride parade yesterday causing a higher-than-normal volume for our sales team; We've modified a few agents' queues to alleviate the backlog of calls and someone will return yours shortly.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, August 24, 2012

1 Windsor,
ON
We have had them for cable internet for about 6 months now with now problems. I would say it is better then Bell & Cogeco. We have had no outages either Yet another satisfied customer!

Thanks for taking the time to let us know you're enjoying your service.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, August 24, 2012

1 Scarborough,
ON
I have been with Distributel now for just about 3 weeks and wow have i been impressed with the connection speed, had previously been with Velcom DSL switch to 18Mpbs Cable and now im really flying. I did experience some down time within the first week, but only for a hour at a time maybe once a day, but my cable tv didnt work so i assume this was at rogers end. this week was flawless do dropped connection and always getting at least 18mbps or more. Overall i would recommend ppl to at least try it out, only downfall is the customer service wait time but the call back feature is awesome.
SO FAR LOVING DISTRIBUTEL!!!!!!
East Scarborough
Our callback feature has been a hit since its inception last year. It's perfect for those days we're being flooded with calls.

Thanks for taking the time to let us know.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, August 21, 2012

1 Guelph ,
ON
I have been with Distributel for a little over a year now. I have to say, it was a good choice to go with them. The Rogers tech showed up when scheduled to. I was up and running in under 15 mins. and surfing the net at a good speed. I have never had a complete outage in this year for any length of time, that's a good thing. :) I also have my home phone with them and the biggest problem I have had with that is my crappy phone. (really should replace that). I have personally recommended 4 people to Distributel and all 4 of them are very happy with the service they have as well, and a 5th is looking at getting their voip home phone service. (his internet is included in his rent.) As for their costumer service the few times I have had to call them the wait time and service was a lot better then I got when with Bell, so I am happy with that, also I have noticed each and every review on this site is actually responded to, that is a good sign to me that some one is paying attention to the board here. As For billing I have direct withdraw and the payments always come out on the date set, unless it falls on a weekend or holiday, in which case it is the next business day. my only complaint is there is no reward for referral. a month free now and then would be nice (just saying :) )all in all though I am very happy and hope to stay with Distributel for a long time. DOWN WITH THE MONOPOLIES OF BELL AND ROGERS!!! Any way that is my 2 cents worth thanks. Thank you for taking the time!

With regards to a referral program; it has been something we've been looking into for some time and may be available at a future date. Please keep an eye on our website for updates.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, August 21, 2012

-1 Laval,
QC
I have to say, that at the time of this post, I am very disappointed with Distributel and their customer service department. I even emailed the lady who responds to the comments and I never heard back from her.

My story goes all the way back to July 25th when I informed them of an address change. Today is August 21st and I still don't have internet installed. For one reason or another, which I now think is sheer incompetence or lack of respect for their customers, I have not yet been given a straight answer and I'm still getting strung along. I have spoken to their representatives countless times, told them of the days/times I am available and throughout this time they have not paid attention. After finally having agreed to give me a "credit" for the moving fee, I was given today's date as my installation date. I called their customer service number to confirm last night and the rep on the phone said, "Sir, I confirm that your appointment is tomorrow morning from 07:30 - 12:00. They should have called you to let you know". Today, after not having received a single phone call from an installation technician and waiting a whole day, I called Distributel and now they inform me that it was yet another "tenative" installation date and that the actual installation will take place on teh 25th. This is despite my telling them that I will be out of town for a wedding. Imagine that, Distributel didn't pay attention yet again. Amazing! So, now I'm trying to cancel my service and the lady on the phone tells me she "can't" do it. That someone else needs to do it and then redirects me back to their main number where I have to punch in the keys yet again to speak to a customer service agent. Go Figure.. They sure know how to grab your cash in a predictable fashion but when it comes to delivery, Your Mileage will Almost Always Vary. Good luck if you choose them and congratulations if you like their service. I'm through.
Distributel relies on the carrier for the completion of your installation; we can request a specific date (such as August 21) and in this instance they came back with an appointment for August 25; it's not a case of not paying attention; our hands were tied for this appointment.

I will, however deal with the agent who originally submitted your move order incorrectly to prevent a re-occurrence.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, August 21, 2012

-1 Ottawa,
ON
Despite promises to increase speeds, Distributel has not followed through: I consistently get 3Mbps or less on a 10Mbps service. http://www.speedtest.net/result/2133068223.png

Customer service is terrible: hours on hold, then shunted to another on-hold line. I'm dumping these guys for Start, which seems to care about customer service.
The augments were only performed for customers in areas serviced by Rogers (3/18/28Mbps plans). There is no evidence suggesting augments being required for those in other areas at this time. Only our support team would be able to investigate why your speeds are slow.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, August 15, 2012

-1 Montreal,
QC
I've had a lot of trouble with Distributel. The installation process was terrible (delayed, charged for days without service, etc.), the service has not been consistent, the wait times to speak to customer service have sent me far above my contracted cell phone minutes, at least one of the technical service folks I've dealt with had no earthly idea what they were talking about, and the lot of them are generally inconsistent with their communication and services. But they are happy to charge you immediately and even for services not rendered (and then you have to ask numerous times to have the charges removed). If you wish to give us a chance to look into the situation you have described, I encourage you to send us an email with your account info so we can look into it. We pride ourselves on our quality of service and although we have been going through a rather tumultuous period due to lack of staff, we are presently hiring and once the training is over, not only will we meet our/your standards, but hope to exceed them.

Linda Lessard
Customer Relations Administrator
feedback@distributel.ca

Tue, August 14, 2012

-1 Laval,
QC
I have had the worst experience with Distributel in terms of having my service installed. As of right now, if I had the choice (aka not sunk my money in already), I would choose either Teksavvy or someone else.

I called Distributel on July 25th for a move and change of service. I got a letter from them shortly after, confirming everything. They reduced the move fee to $40 and gave me an install date of August 8th. I took the day off on August 8th to get a few errands done and to get the installation done. They called me on the 6th and without any apologies, informed me that the installation would now happen on the 14th. Then, on the 14th, they sent the videotron agent to my old address for the installation!! Seriously? So, they agreed to wave the "move" fee.. wow. Not only can they not confirm an actual installation date, they can't even tell me if it will happen next week.
Please send an email to feedback@distributel.ca with your coordinates so I can look into this for you. Thank you.

Linda Lessard
Customer Relations Administator

Tue, August 07, 2012

1
Distributel costs less than half of what I had been paying for Bell Sympatico, and the service is far more superior. I never would have known about them until the day I found a flyer in my mailbox. I'm glad you guys exist and am never looking back! I knew those flyers would pay off!

Thanks for taking the time to share your Distributel love!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, August 04, 2012

1 Waterloo,
ON
I've had Distributel internet for almost a year now and I'm overall happy with their service. My only problem with them is when I was booking an installation date. I was told it would be installed on September 23rd, then after no one came to install it I called and was told the installation was booked for the 28th. I thought I had heard wrong the first time so I went with it until I got my bill and it said that my service started on the 23rd. That was kinda bad but I've been happy with their service ever since. I haven't needed to call much but when I have called I never have waited more than 5 minutes and everyone seemed happy to talk with me. The date provided at the point of sale is tentative and billing gets adjusted if the install needs to be rescheduled.

Send us your account info and we'll make sure the proper credits were applied.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, August 04, 2012

-1 Mississauga,
ON
Distributel sucks. They are great until you get into problems and need to call the tech support. Than you will experience your worst nightmare. Distributel tech support is the worst I have ever seen.

Here is my story.
I am loosing internet connection pretty often - and of course I loose my home phone. Every time that happen, I have to go through the following scenario:
- On Wednesday Aug 1st I Lost my internet connection.
- Waited 1.5 hours on the phone to get to the tech support. Unsuccessfully.
- Called on Thursday and explained what is the problem. Explained that I did troubleshooting - followed the same steps they required me to do last time I had an issue. I connected a PC to a modem, got the IP address 192.168.100.1. read logs and it definitely shows that the problem is Rogers cable (like last time). Asked Distributel to dispatch Rogers ASAP. They promised they will dispatch Rogers Field Support.
- Tried to call on Friday. No luck
- Tried to call on Saturday and finally got someone that, guess what, asked me to go through the same steps as I go through with the guy few days earlier. In fact, the scenario was the same as last month when I had exactly the same issue. A month ago the guy said: "Sorry, the last tech did not collected enough info from your modem and we need to check it again …". I am having deya vu every time I call Distibutel. On first call they will make a promise and few days later they will make a promise again.

The fact is that Distributel is renting Bell and Rogers resources and if you have any issue with that resources, Distributel is very low on Bell's and Rogers priority list. So, instead to tell us the truth, they are treating customers as idiots.
Being an Engineer (Telecommunication), I am perfectly aware of the technical issues and the resolutions. You can imagine how the tech on the phone is insulting my intelligence and my knowledge by lying as a school kid.

I tried to get to the manager (before I discontinue my service) and they put me on hold indefinitely. Very 'nice'.

So, again, if your internet is working, you are lucky, but if you have ANY technical issue, God help you. You will be cut-off from the rest of the world at least a week. I have messages on my phone, I have bills to pay and cannot do ANYTHING about it.

Bottom line, with Distributel you get what you pay. Low service, low quality, low treatment.
And you can guess what is my advice. STAY AWAY FROM DISTRIBUTEL.

FYI.
I just purchased G3 wireless Hotspot (USB + 5 Wi-Fi connections) unlimited internet 7 Mb/sec for $35 CAD a month and I can say: "Bye, bye Distributed. You are not my cup of tea. Good luck with this attitude."
Our wait times and carrier repair times have been our greatest concern for quite a while. We have been on a bit of a hiring spree as of late and we ,merged the Distributel/3web Support teams into one unstoppable unit late last week.

Our providers are very particular about the information we provide in the tickets. In the event anything changes with regards to the issue, or if we receive further information regarding the type of issue we're dealing with, we're left with little choice but to close the ticket and start from scratch.

That is the struggle of the IISPs in this country.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, August 03, 2012

1 Toronto,
ON
The ISP I've been with for over 10 years recently merged with Distribultel.
All contact with Distributel Cx Service has been pleasant and there have been no wait times. I moved last month and I'm in the process of cancelling my land line servies with Bell; Distributel ahs been nothing but helpful and accomidating with this process and I've seen no service interruptions thus far in this process.
Well done Distributel!
Thank you for taking the time to share your feedback! we certainly appreciate it!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, August 02, 2012

-1 Guelph,
ON
good service if you are a technition, customer service doesnt answewr callxs tech support doesnt answewr calls they say to leave callback numbers but never call back, their eqipment fails you have to pay to return units, and like i said reaching them is imposable thus the reason i am on here for the fourth time hoping to get a answer, you say it is only temperary, well it has been like this since i joined, and hasnt changed, i am over 00 dollars in airtime ussage trying to wait for you to answer calls, i have emailed the person answering for distributel and heard nothing from you... my opinion stay far away from this company unless you are a technotion, i have had trouble with billing. contacting you and speed issues that your techs took 5 days to answwer saying they cant do antything except to call rogers, and make me download and install batchfiles.. which to me is a security ris

Sat, July 28, 2012

1 Etobicoke,
ON
Stable internet connection, no caps. Overall, a much better choice than Rogers internet. Thank you for taking the time; we couldn't agree more!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, July 22, 2012

1 Bowmanville,
ON
I was looking for a cable ISP that was not Rogers or Bell as I believe they have more then enough money and bad business practices. Looking for cable internet was scary as every ISP listed for Bomannville was negative with nightmare stories of hour long call wait times and weeks without service.

I decided to take a chance with Distributel for one and one reason only. Next to nearly every negative review was a response from someone that looked like they genuinely were trying to fix the problems and wanted to know why things went wrong and acknowledged when things were their fault. They seems to know there were problems and were trying to fix them.

While it takes a while to get Rogers out to run the actual cable, (2 weeks) I was eventually set up and have had few problems. The few times I have called, the wait time was less than 5 minuets. At this point I've have about 4 months on consistent service since I've signed up. I felt that I should leave some positive feedback to let people know if you're tired of Bell and/or Rogers that it is safe to try something different. You will probably have a good experience.
The biggest issue with our wait times are their consistency; It's not a steady hour-long wait time from 8:00 AM - Midnight and we're seeing massive spikes at random times which makes it difficult to forecast our staffing accordingly. So...we're going to over-staff ourselves for a little while!

Thanks for taking the time to share your thoughts and feedback!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, July 22, 2012

-1 Montreal,
QC
AVOID AT ALL COSTS!!!
I signed up with them last month STILL HAVE NO SERVICE.
worst customer service, expect to run out of minutes on your cell phone trying to reach someone competent. Not only do they not offer good service but they cost you money for nothing. AWFUL!!
I'll need to see the account in question before I comment; We've seen several delayed installs this month due to the volume of orders submitted to our providers; they have an annoying habit of re-booking our installs at their leisure.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, July 13, 2012

-1 coquitlam,
BC
Since my email to feedback@distributel.ca is getting no response nor acknowledgement, I am posting an excerpt of my complain here:

It has been 15 days since the first promised / scheduled install at my new condo in BC. I was an extremely satisfied Distributel customer until I try to move my cable internet service from Ontario.

After the NO show for the first appointment on June 28, yesterday (July 12) the 2nd rescheduled install again did not happen as no one shows up even I sat and waited from 11:30 am – 5 pm at the front door during the whole scheduled time (12 – 4 pm).

The most frustrated / horrible experience is the Distributel install coordination (support service) did not even have the courtesy / decency to call to notify me whatever problem or screw up may have happened. In the last 15 days I have to get through the busy support services then to the install coordination department many times to follow up falied promised replies / calls in every other 3 days.

I am without my internet service and of course my internet phone service. I have been spending $$$ on calls to Distributel through my cell phone.

Would you be able to help and uphold the good service standard of Distributel?

I need someone to call me (# provided in the original email) asap for a definite stall date & time. This is my last try before cancellation.

contact info provided in the original email sent July 12.

NEVER leave your customers in the dark, talk to them even if no immediate solution is found.
Hi,

I have provided further details via email, but the investigation leads me to believe this is a simple case of a tech nocall/noshow; We don't find out about these until after the fact, and then we are forced to reschedule. You will be contacted shortly.

Daniel Brisson
Customer Relations Administrator

Tue, July 10, 2012

0
I experience a downtime of up to 7 hours which was rather unfortunate. Troubleshooting Windows and the problem was that I couldn't communicate with the DNS server. Eventually things resolved on their own, and no support was needed, it would be nice to learn this is a rare occurrence. Could it have been maintenance work or another issue Distributel is unaware of? I'm glad the issue was resolved!

Please forward your account info and I'll look into our outage trackers and maintenance logs.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, July 10, 2012

-1 Toronto,
ON
I completed the sign-up form and received the confirmation email. It's almost four days later now and I have yet to hear from them. No call. No email. Nothing. The silver lining? I got to experience Distributel's response times BEFORE the service was actually installed. Needless to say, I'll now be signing up somewhere else. We're testing a new system for email/web contact requests and I need to be determine if this is a technical issue, or human error. Please forward the confirmation email you received to feedback@distributel.ca

- Daniel Brisson

Mon, July 09, 2012

-1 montreal,
QC
I registered with distributel for an internet service and a phone line. I never received the contract neither the form to register payments. I've informed them four times of this. They changed the installation date and time without notifying me. When the installation date came, the tech never came. When I called to complain their put me on hold 4 times for nothing. I've waited three hours on the phone to be told that they couldn't help me because my name was not in file. Do not do business with distributel. Please forward your account info and I'll look into why you're not receiving the documents and also why the appointment was changed with no contact from us or the tech.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, July 08, 2012

-1 Kanata,
ON
I was an IGS.net customer since 1995 (this company got merged into CIA then 3WEB then most recently Distributel). During this last merge, I couldn't connect for 3 days. Since that time, the only way I can connect to my DSL is by making a manual connection (username, password, PPPOE) on every individual computer, despite the fact that these same settings are in both of the routers I have tried. I have made many calls and gotten zero proper answers, things like "that's impossible", "nothing has changed with IGS" etc. Nobody is willing/able to dial into my modem to check that the settings are correct, other than checking that I am indeed connected.



Out of frustration I called the old IGS 1-877# to ask to buy a new modem. The tech support guy tried to order it, but then I got a voice mail a few days later from customer service. When I called back I was told that they cannot help me from that office and then was transferred to the new distributel customer service number, where the lady verified the information, and said she cannot send me a modem without getting authorization from tech support, which she transferred me to. After waiting on hold for a long time, I left a callback #. I have tried 3 more times now to contact tech support. I cannot sit by the phone waiting on hold for hours. They call back literally 1 to 4 hours after I leave my number and I am really frustrated that I cannot get through.



Also, why did my cost jump? I used to always pay $33 (tax in) and now the cost is $40.
Hi,

could you forward your IGS account info my way and I'll make sense of what is going on. I will also have Tech call you at your convenience. I also want to look into the price difference.

Please email feedback@distributel.ca and reference this post.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, July 06, 2012

-1 Toronto,
ON
I have had a horrible first experience trying to switch my internet and home phone to Distributel. After giving Bell their mandatory 30 days notice that I was going to cancel with them, I called up Distributel to switch my phone number and use their home phone service. After they charged my credit card with an initial $100 charge, they told me that they could not take over my current phone number as long as I had a cancellation order with Bell. They suggested I call Bell back and ask them to stop the cancellation of my bell line. Doing this would result in me having to give Bell another 30 days notice and thus having to pay for another month of Bell service. I called Bell to see if this was true, and Bell told me that it was not. All Distributel had to do was call Bell and authorize the transfer of my phone number. I called Distributel and explained this to them and asked them to contact Bell themselves to figure out the transfering of my phone number, but the customer service person at Distributel told me that they are not capable of calling Bell directly and that I had to have Bell cancel my cancelation order first. I had gone back and forth with Distributel and Bell around 4 times and finally after talking to a Distributel supervisor, they figured out that the could call Bell and have my phone number transferred over. I could not believe how difficult it was to simply have Distributel transfer over my old phone number.

Going through that had left a very bad first impression with me, and my troubles did not stop. Now after installing my modem and router, I discover that I can place calls with my home phone, but I cannot receive any. I've tried to call the Distributel technical support for three days know, the fist time I was on hold for 30 minutes and I gave up. Then I was on hold for 55 minutes and gave up. Now I've been holding for another 47 minutes and still no response from them. I cannot leave a message for them to call me back as my phone is not accepting incoming calls. So what do I do know? At least when Rogers screws up badly, their supervisors will give you a discount to make up for it. I have not been offered any compensation for my horrible experiences with Distributel customer service. If I cannot get through to their customer sevice I think I may have no choice but to call Visa and have them do a chargeback on the $100 initial charge.

The stress that Distributel has put me through is not worth any of this!

The CRTC has established strict porting guidelines for residential service. I'm glad they made an exception, but it was just that.

When push comes to shove, they rejected the port in the first place; also it is up to their discretion whether they will charge you an extra month for removing the cancellation - the changes are 50/50. Their either will or won't and is on a case-by-case basis;

If you still cannot receive calls, please email feedback@distributel.ca and we'll look into it;

Daniel Brisson
Customer Relations Administrator

Tue, July 03, 2012

-1 Windsor,
ON
I can't believe I actually considered Distributel. Steer clear, run screaming really. Could you provide a few details?

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, June 30, 2012

-1
Be prepared to wait days or even weeks at a time should you run into a significant issue. Distributel has no team in-house to resolve major problems or people working for them with engineering experience etc. All in all, a company of this size should not be relying on help from outside parties. Several of our techs have engineering backgrounds and degrees, however, as an independent ISP, we are sometimes caught between a rock and a hard place.

The Last Mile is locked down and until such a time when we're allowed to have our own network run parallel to the incumbents', we'll see carrier-mandated delays for all IISPs. It's a battle we fight daily, but it's also one we'll never give up.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, June 28, 2012

-1 Montreal,
QC
2 issues :

1 - Received a bill from distributel indicating that I had busted my bandwidth cap the previous 4 months, so I was being billed an extra $200. This was not the case. After a few calls and speaking with a supevisor, I was able to get a credit (they were unable to cancel the previous bill with the bank). After some haggling this issue was fixed to my satisfaction.

2- I called 3 weeks ago to provide my moving information. Also to sign up for the IP phone service. At one point during the signup process, I had a question that the rep could not answer so I asked to speak to a supervisor. I was put into the queue and waited on hold for 45 minutes and hung up.

I just received a call from them (This is 3 weeks later and I'm moving this weekend).

Fail.
A billing error not withstanding, you shouldn't have received an invoice with 4 months of overage charges and would love to see why you did.

Regarding the move, were you able to have your install booked?

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, June 27, 2012

1 London,
ON
I love the service! Had a bit of trouble the first couple of weeks getting it setup but that was mostly Rogers Tech causing the issue. They advertise 28 on their cable but mine goes higher all the time. I set my entire family with Distributel and not one complaint. Don't support Rogers or Bell...their bad for Canada Thanks you for the kind words and the referrals!

Independent ISPs are a force to be reckoned with!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, June 23, 2012

1 East York,
ON
Based on some of the comments, I seriously debated trying Distributel. But, I've had similar experiences at different times with the majors (Rogers/Shaw/Bell) so thought it was worth a try for the price being offered. Plus, the reviews are being monitored and responded to which to me shows a commitment to fixing problems.

The install technician from Rogers arrived 15 min into the 4 hour window that was allocated and was done quickly. I was able to set up the internet easily. I called for help in setting up the wireless and was offered a callback due to wait times. I received a callback in 10 min or so and was walked through the set up and everything is working. (the instruction included to set up wireless is slightly outdated so I was looking for a step that isn't needed anymore). So far, so good:)
Exactly how it should be!

Thanks for taking the time to publicly share your feedback.

While mostly negative comments are found on canadianisp, we get countless emails and phone calls, and we're even stopped outside by people who love their service and the support we offer.

Sorry about the outdated instructions, we'll have some new ones printed.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, June 19, 2012

-1 London,
ON
I have been a customer of Distributel for a year and a half, and both times I got SCREWED on my moving/activation. Most recently, I moved and Distributel even managed to get a Rogers Tech to come out and install the line (luckily) and to my surprise my modem wasn't activated on the Rogers network. I was scheduled to get my internet working as of June 7th, which they wanted $60+tax just to move my service, and today it finally got taken care of after calling tech support over 10 times. It is now June 19th. Not to mention when I tried to get a hold of Mr Daniel Brisson, he either ignored or never read my email (and I can assure you, he will be hearing from me DIRECTLY). Distributel has all the qualities of a ma and pa establishment. They can't handle the amount of customers they have because they are too greedy to hire new people. Every time I called tech support I was rushed through the process, leading each and every tech to miss one important piece of information. Anyway, my patience has grown very thin with this ISP. Just a word of advice, if you already have them stick to them, but if you're looking to get new service, try an ISP that knows what they're doing. I assure that your email was not ignored; it was immediately forwarded to the Support Managers for investigation and follow up; I apologize I did not advise you of my actions.

Further investigation determined that the modem swaps were being rejected with the incorrect reason codes;

The modem should have been delivered provisioned prior to installation, not after-the-fact.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, June 16, 2012

-1 Ottawa,
ON
paying for a 28 mb connection here....the first week or 2 it was fine and up to speed. now, being 2 months after having subscribed, I only get around 25-30 kbps connection speed. I'm gunna be calling distributel tomorrow and demanding a refund for the past month or so (or maybe I'll take a bus ride to their headquarters on a week day, seeing as they've been known to deal with people in person). if they don't do it, I'll go to the bank and arrange a chargeback. service is absolute sh*t in a neibourhood wired for the cable lines they are leasing (just down the street, some friends of mine are getting more than 64 mbps with rogers. there's no excuse for this crap).

for anyone who might think "oh maybe he has a broken wireless router", that is not the case. when I wire in directly to the modem, the damn thing just flat out stops working. if you are looking for an ISP, I would avoid distributel. I've heard from friends that they throttle to death, and now I see it for myself. its not normal to have a 250 MB file take 2 and a half hours to download.
go with TekkSavy or Rogers. don't go distributel.
for now, I'll be stuck tethering my phone to my computer if I need to do anything other than check emails (seeing as even a 2g network is faster than what I'm getting)
We've been monitoring capacity at several of our POIs in recent months; All the necessary paperwork and red tape has been hurdled - bring on our upgrades!

Several people are also confusing congestion with throttling - we do not throttle our connections.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, June 15, 2012

-1 Deseronto,
ON
Service is terrible. Agents are incompetent; have had to put in a service call every other week. That just won't do!

send me your info and we'll investigate!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, June 15, 2012

-1 Guelph,
ON
ive had this complaint before tech support is soooo sloow good luck ever contacting them, my internet was good for a week now i am lucky to get a meg a second, seiously concidering another alternitive to internet, customer service is good, with the exception of a couple days this week (being investigated at the moment), our support wait times have been well below 30 minutes;

I'm looking for a concrete explanation of yesterday's excessive wait times as well.

We also have several areas due for augmentation in the coming weeks - good bye slow speeds!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, June 13, 2012

-1 Toronto ,
ON
Been with Distributel just over a week now and I'm in the process of trying to cancel it. I signed up for the 28mbs cable service. Setup went fine and the Rogers tech came when arranged. Since then though it's been a down hill ride. I've rarely received speeds above 20 mbs. Second I need to run a VPN for work purposes. The VPN connection is constantly throttled by distributel. I still have my old service with bell and was able to confirm I was getting faster speeds using my bell connection even though the overall Internet is slower with bell. Also if you download large files you will be throttled. One night I was getting speeds of less than.5 mbs and couldn't even stream Netflix. Doing a modem reset also does not resolve these issues. Tried calling tech support a number of time should times in excess of half hour then they drop your call so you have to call back and the call back service also does not work. Never received a call back. Just reactivated my service with bell and cancelled distrubutel. Waste of $100+. Stay away!! I assure you that Distributel does not throttle any of its connections.

Several area are set for augmentation in the next few weeks, but in order to determine if you are in one of these areas, I will need your account information. Please forward it to my attention at feedback@distributel.ca and reference this post.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, June 13, 2012

1 Pickering,
ON
Cable Internet:
I have been with distributel since April 2012. No down time yet. My speed doesn't go less than what I signed for, sometimes a lot higher. Reliability is the most important for me because I have a voip service. I cannot afford to be down at all. So far the internet is very good and reliable. I'm very happy.
Exactly the way it should be!

Thank you for taking the time to share your feedback with us!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, June 04, 2012

0
We moved houses and Distributel installed their cable internet. But once we turned on the modem and tried to go to a webpage we were brought to a Rogers webpage saying the modem needs authentication. So we call the same day and the support says that it should come by midnight, if not then we should call them the next day. So, in the morning we checked but we are still unable to access any webpage. We called again and another support said the same thing but this time said that it usually takes a couple of hours for the carrier to authenticate. He also said that another representative would call to inform us that is is authenticated. So we wait the whole day and still no call and no access. I hear many people that need their modems provisioned and one person said that it took them 4 hours. Wondering what the problem is for something like this to take days to do. Before calling a third time I would like to see if this method would help fix my situation. Overall before the move, in our old residence, Distributel provided us a wonderful experience. We never had the internet down and installation was easy as it could get. Speed was always as advertised or more. The modem is mailed provisioned; all one should need to do is plug it in on the day of installation/activation; once the work order is set to Complete, you should be good to go!

If the modem does not activate itself as it should, we escalate the issue to our provider to ensure the information was entered correctly.

I apologize no one called you and I would like to take the time to investigate your account to see what exactly prevented your modem from working on the spot.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, May 31, 2012

-1
Incredibly apathetic and useless customer service. Exceptionally long hold times on the phone, impossible to get a hold of anyone who can genuinely help. Dealing with this company is an absolute nightmare and my service hasn't even been hooked up yet. That just won't do!

Please forward your account info for investigation.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, May 29, 2012

-1
Absolutely loved this company.. have been with them (initially 3Web) for years. Customer service and tech support are top notch but.... the Billing system is a nightmare. I added the home phone service in Dec. 2011, had my monthly payment go through as per usual but then had my Long Distance service cancelled becaused the Billing system generated invoices but no attempts were made to take the funds from my Bank Account. I was assured that it wasn't my fault... 6 months and the billing system failed to pull the LD funds from my account and then they cut the service (LD). How fair is that? So, I paid up via CC (the LD bills they failed to charge via Pre-authorized payment) and now I have to wait 3-5 days to have LD reinstated for a problem created by the billing system.... not customer error or negligence. The Billing system is just a mess. Very dissappointed. If the 1st of month payments went through as usual wouldn't someone have raised a redflag over why the LD wasn't being paid and found the problem? Terrible... The red flags should have been flying high!

I'll bring this to the attention of our programmers if you would so kindly provide your account info.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, May 28, 2012

-1
What a rip off! Previous post was about illegal activity....well guess what Distributel has and continues to get away with it. Last year I paid my bill for the month up front and you guessed it - NO SERVICE for nearly the whole month. Well it happened again in January. Paid in advance for January - NO PHONE. Called them - they will credit me - HA. Paid the full amount again in February and BINGO! two days later no phone and no internet. I called them on February 6 - they advised that I will be receiving a 36.00 credit on March bill. I cancelled my services anyhow on February 6 and expected a 36.00 credit to my bank. Instead they charged me 36 - so I have paid 72.00 for the month of March - my phone was disconnected as ordered - however internet was not. So now I have paid 72.00 for half the service and then they take another 78.00 out on April 4th!!!! Where the hell is my credit. I stopped payment - they advise me they will charge me 15.00 for stopping payment on a FRAUDULENT amount!. Gets better - I tell them I have had it with this cancel my internet - THEY DID April 16 and then charged me 55.00 FOR WHAT? Their equipment was returned and signed for on MAY 17!. Friday I got a letter advising me they will be charging my bank account on June 4th for non returned equipment $217.00 - that they HAVE!!!!!!!. So now I will make a Utube video - hope it goes viral and start a small claims court action for the money withdrawn from my bank account without provide the paid in advance services. Susan McCooeye - NO LONGER A CUSTOMER!
The hardware charges were removed on May 22 once the equipment was scanned into inventory after testing. Please disregard the letter.

The due date for the equipment was also provided as May 15th with the service cancellation processed for May 1. Any internet service charges during the period of April 1 - 30 will be revised.

When a customer's service is interrupted for outstanding payments/documents/violations of our AUP (Acceptable Use Policy), they are generally responsible for the entire month of service charges due to the cost of providing the service. I will make an exception in your case and request a reimbursement of DSL service charges from April 11 - 30. The original credit mentioned in your comment applied in March, however the VoIP cancellation was not processed correctly and those funds (March/April)were reversed on April 9.

If a customer notices a discrepancy when receiving a Pre-Authorized Debit Notice, it is imperative the mistake be communicated with us before the payment date.

There are processes in place to dispute any amount owing, but placing a stop payment on the funds is unfortunately not one of them and comes at a cost for both parties. Had the discrepancy been communicated, there would be no Returned Payment fee. If you had advised us of the stop payment whether in writing or over the phone between March 10 and April 9, please forward any correspondence, or the date of your call and I will reimburse the charge.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, May 28, 2012

0
IN RESPONSE TO DISTRIBUTEL REPLY TO MY PREVIOUS POST......
“The due date for the equipment was also provided as May 15th with the service cancellation processed for May 1. Any internet service charges during the period of April 1 - 30 will be revised.” Reply -
My service was disconnected on April 11 – the same day that Distributel took out 55.00 for service for April to May!

“When a customer's service is interrupted for outstanding payments/documents/violations of our AUP (Acceptable Use Policy), they are generally responsible for the entire month of service charges due to the cost of providing the service. I will make an exception in your case and request a reimbursement of DSL service charges from April 11 - 30.” REPLY - My Service was NOT interrupted for ANY of these reasons. It was interrupted because I requested a DISCONNECTION after PAYING IN ADVANCE FOR JANUARY AND FEBRUARY and having NO SERVICE BECAUSE OF EQUIPMENT FAILURE – the Second TIME in 7 MONTHS! And funny how the services mysteriously quit working within a couple days of being paid for in advance! Please see my JULY, AUGUST 2011 and January and February 2012 calls logged!

“The original credit mentioned in your comment applied in March, however the VoIP cancellation was not processed correctly and those funds (March/April)were reversed on April 9.” REVERSED HOW? You Attempted to TAKE another 78 on top of the $72 taken March 4th ( $36 credit plus $36 out of my bank account). However I did not have PHONE service or Long Distance service since March 1ST.

If a customer notices a discrepancy when receiving a Pre-Authorized Debit Notice, it is imperative the mistake be communicated with us before the payment date. REPLY - AGAIN – I DID NOT RECEIVE A NOTICE FOR APRIL 4th PAYMENT AT ANY TIME, NOR DID I RECEIVE A NOTICE FOR THE PAYMENT PROCESSED ON APRIL 16! – A violation of the Canadian Payment’s Standards!

“There are processes in place to dispute any amount owing, but placing a stop payment on the funds is unfortunately not one of them and comes at a cost for both parties. Had the discrepancy been communicated, there would be no Returned Payment fee.” HAD THE CHARGE BEEN COMMUNICATED (78.00 WHEN DISTRIBUTEL KNEW FULL WELL THEY DISCONNECTED THE PHONE AND LONG DISTANCE ON MARCH 1 – YET ATTEMPTED TO TAKE 78.00 ON APRIL 4th WITHOUT NOTIFICATION BY DISTRIBUTEL!

“If you had advised us of the stop payment whether in writing or over the phone between March 10 and April 9, please forward any correspondence, or the date of your call and I will reimburse the charge.” THE STOP PAYMENT WAS DONE THE SAME DAY DISTRIBUTEL ATTEMPTED TO TAKE OUT AN UNJUSTIFIED $78.00 for SERVICE THEY WERE NOT AND HAD NOT BEEN PROVIDING SINCE MARCH 1. And considering the SERVICE (PARTIALLY) was DISCONTINUED MARCH 1 and ALL SERVICES WERE ACTUALLY TO HAVE BEEN DISCONNECTED MARCH 1 – why would I expect another charge on April 4th when I had already OVERPAID on MARCH 4th???

ADMIN: Rating changed to 0/neutral as this is a reply/followup by the same person to a previous rating.
Exactly why this needs to be investigated; billing needs to be looked at with a fine tooth comb and all communications in your account reviewed.

Daniel Brisson
Customer Relation Administrator
feedback@distributel.ca

Wed, May 23, 2012

-1
##STAY AWAY!!## Distributel is THE WORST company in the world. I read the reviews and still gave it a try.
WHAT A MISTAKE!!
My story: I requested the service on May 1st, they scheduled the installation for the 15th.
Technician shows up (already paid 130 dollars), 'installs' it, and leaves. I asked, shouldn't you check the service works before you leave? As he leaves, he says, it should work, slam!.
The service NEVER WORKED. It's been 8 days, and no service.
I said, ok, i'll call customer service: Hi, this doesn't work.
"Ok sir, I'll send a technician, are you available Thurs and Friday? Yes i am. "Good, I'll send you a tech any of those days between 5-8PM" Thank you!
The Tech support doesn't show, and then I get a call on Saturday, saying the technician was coming that afternoon. I said that i wasn't expecting them to come on Saturday after being stood up thurs and Fri, and that they cannot show whenever they please, I have a life aside from waiting for the internet tech. They say, we apologize for that, and schedule a technician for that tuesday (It's been a week without the service, that i'm paying for). Tuesday comes, I wait...and nobody shows up.
I finally call at 9 PM, asking for a full refund, and they say it is not their policy to give refunds, and if i cancel, i will have to lose my initial payment of 130 dollars. I asked, so I have to be obligated to let you keep my 130 dollars, for a service you never provided? Yes, that is our policy.
So, ladies and gentlemen, we stand in front of a company that bills you...for no service!!! not only UNBELIEVABLE, but also ILLEGAL.
Currently i'm wasting even more time talking to the cancellations lady. Wish me luck, and ABOVE ALL, STAY AWAY FROM THIS COMPANY; WORST SERVICE IN THE WORLD. Definitely not worth the hassle.
Hi!

I'm glad we were able to speak this afternoon regarding the matter and we will notify you of your rescheduled appointment.

Thank you for bringing all that we have discussed to my attention.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, May 23, 2012

-1
I used to think Distributel was a good service for the cost but I am just fed up. I have been a customer since 2010 and have had bad luck since day 1. It took WEEKS before I had any internet connected when I elected to switch to Distributel. And because I have a VoiP line with them, anytime there's an outage, my cell phone bill skyrockets because I actually use the landline to make calls instead of my cell phone.

Then I moved and they messed up the order, only changing my address in the system but not actually placing a move order. Again, WEEKS before I had any services. And now recently, my internet has been ridiculously slow, crawling. Finally on Friday it bit the dust and I haven't had any service since. It's now Wednesday morning, by which time they told me things should be repaired. They are not. I'm seriously considering just switching over to Bell. They might be a terrible company with shitty customer service, but at least they can actually GIVE ME SERVICE and not jerk me around for weeks at a time whenever I have a problem.

Not to mention the Voip Service sucks, with strange clicks and noises and cutting out. And the help desk and customer service hours are TERRIBLE. *sigh* I try to support smaller companies and take advantage of what LOOKS like it might actually be a good thing, but I've had it up to here!
It should take this long to repair a connection, nor should a move order go unprocessed.

Safeguards and procedures have been put into place to eliminate any of these instances and this will need to be investigated.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, May 22, 2012

0
This is a follow up to my rating on May 2nd 2012. It was disappointing that it took a negative rating here to get any real customer support. After contacting Daniel as requested I was quickly moved up to first a Senior Customer service rep and after a few days a Network engineer. He was able to demonstrate the problem on his end and assured me that someone would get back to me. In the meantime, I can now no longer reach portions of the Internet. This again was repeated by one of the customer support people. These are repeatable routing issues. After another week with no response, I requested a status update and also that I be credited for my internet service until the problems are resolved. It has been a week since then with no response. Sorry about that!

I had forwarded your email to the agent you were speaking with, as well as the engineers and the evening support supervisor. I apologize I didn't make sure you were contacted.

I have asked they get in touch with you today to discuss the matter.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, May 18, 2012

Comment
Okay...so... I write to Daniel as she requested. I invited her to contact me by phone. She responds by email! After everything I've been through she doesn't have the decency to make a call. Instead sends an email in which she wrote about an issue regarding raising internet rates as long as they give notice....that's great Daniel but that was not my issue! You must be mixing me with some other customer....who is probably wonder why you're answering my questions to him or her...anyway. So I get a notice wanting their equipment back. Not one person responded to my email complaint on my tech issue from last weekend. Oh and.btw. The agreement doc was never sent to me only the modem but I paid on time. Distributel must think that its customer are jobless sitting at home waiting for them to send documents...not! Sorry If I haven't signed that doc fast enough for you...that i just received last week, out of town for one week...but i have paid and early...you haven't lived up to your end 1.7mps is not what I paid for I call asking for a resolution distributels ignores all week...sends a notice wanting their equipment back. Interesting way to treat paying customers...now you demand that I sign an agreement with you...tell you what...you fix and provide me with the service you promised. I will sign your document. Oh and when I called in from the ad on your website was 18mps not 12mps! Which you now want me to accept...even though your website still says 18mps.

I am so sorry Rogers. The little savings Distributel offers is not worth the hassles. If this is how good paying customers are treated..for their mistake I might add.its a wonder these guys are still going....if I were their boss or owned this company I would fire the lot of them!
I apologize for the oversight.

Distributel believes in being as transparent as we possibly can. When an agent notices an issue that will become customer-affecting, we would all rather they discuss it on the spot as opposed to sweeping it under the rug and hoping it works out for the best.

While I will not downplay your service problems, the issue at hand was also preventing our support team from doing their job to identify and isolate the matter until that issue was rectified.

New documents can be supplied at any time, no questions asked. A fresh copy was personally emailed to the address we have on file. I was not aware the copy mailed on April 25 was not received on your part and I have taken this into consideration.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, May 17, 2012

-1
I had problems with the billing department for the past months, since Jan. 2012I am disappointed in the company and can't take it anymore My recommendation is 0 Please hear me out when I say to say to distributel. Please email your account info to feedback@distributel.ca and reference this post.

I want to have a good look at your account.

I apologize for any issues we have caused and I want to fix this.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, May 17, 2012

0
This is my 2nd year with distributel I got the complete phone service and naked dsl...I am very happy with the service but this year my internet service, comes and goes. Since yesterday my download speed is 0.21 mbps ..it should be and the phone call quality is lame specially when browsing. I've called for technical assistance, an agent named Jason made me check de ipconfig, speedtest, change phone cable, and told me to hang up and wait 5 minutes for his call...but he never called back. I will try to call again tomorrow.. I think I need a new modem Hi!

Were you able to get through to our support team?

Please send me your account info and I'll follow up on this side. I'll also see why your call wasn't returned.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, May 16, 2012

-1
I have had for the past 48 hours a problem with obtaining an IP address from the Distrubtel servers thus not having internet access. It is vital that i have access as I usually am required to connect for work purposes. I've called the technical support line at Distributel 1-866-330-9511 15-May-12 at 730 PM until 9 PM no answer and this morning from 930 AM until 11 AM and still no answer as I am still on hold. I am clearly not impressed. **UPDATE**
Our Support Team has received notification of the issue in Montreal as recurring. We have notified our engineers and are awaiting an ETR.

=================================

We have identified two issue on separate networks which may cause connection issues. The issue in Montreal was confirmed resolved this morning and there should be any issues connecting; The issue in Woodbridge,Ontario has been investigated by our engineers and escalated to the carrier, but we do not have an ETR at this time.

We are due to receive an update shortly.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, May 16, 2012

1
I would like to thank Daniel from Distributel who kept me posted on the outage in Montreal. However, I do propose that they somehow put some notice on the web sites so that some users can be informed via different ways. Thanks. We have identified an issue with our Network Notifications page which only allows us to put up one bulletin at a time. We will be working with the appropriate departments to ensure we will be able to keep everyone informed in the event we have more than one customer-affecting issue.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, May 15, 2012

1
Very good deal.The best for the moment in Montreal . Thank you for taking the time to let us know!
We work hard to provide the best service at the best price and comments such as yours make my day!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, May 12, 2012

-1
Poor customer service. Poor tech service. Not getting the speeds I am.paying for. 1.7mps should be almost 20. Getting run around from a "senior" customer service rep named Rebecca who is trying to deflect the connecting speed with administration issues. This is the most customer service I've ever received. I cannot think of any administrative issues that would cause a speed reduction.

Please send your info to my attention to feedback@distributel.ca and I'll sort through your account to identify the cause of the slow speeds and I'll set a senior support agent on the case.

The line staffed by senior agents was established as an additional layer of support from our front-line reps. They have been provided with the tools and knowledge to resolve 98% of any issues that come their way. While there are certain desired resolutions they cannot fulfill and in those cases, they escalate the matter.

If a complaint is against a specific front-line agent, they gather the required information for a call investigation. Our senior agents are also responsible to tracking supervisor call requests.

If at any time, you feel like your concerns are not being addressed on the phone, or if the agents cannot honor your desired resolution, they then escalate the matter further.

Unfortunately, the only way to bypass this process is by emailing your questions, comments, and concerns to feedback@distributel.ca. This address is constantly monitored by myself and the management team.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, May 12, 2012

Comment
Just a quick follow up to the below comment and correction. I meant to say this is the 'worst' customer service, not 'most'. The red tape to speak with a supervisor is totally unacceptable. Distributel wants to put the customer through a multi layered maze of agents. They fail to recognize the true value of its customers time. Having to explain the same thing over 3-4 or.more times is not something that the average person is happy to do. Even had already spoken with a senior customer service rep....not getting resolution and having to call back...was at square one....explaining everything again to Shannon...then being told I would have to speak with another senior rep....before I could speak with a supervisor. My time is not for Distributels planning pleasure. I am not getting paid to fix your problems. I am supposedly anyway the customer. I feel as i am the one working for Distributel.


ADMIN NOTE: Rating changed to zero/neutral, as this is a follow-up to a previous rating.

Tue, May 08, 2012

-1
I went with Distributel for my loathing of Rogers and Bell's poor customer service. I was shocked to find the Distributel was worse then both of them put together. Here is my story. I called in September, a month ahead of time to have them install the internet in my new home when I moved in. I gave my credit card as a form of payment. I was disappointed when the install was a blunder and I was 10 days late getting connected to the internet. However, everybody makes mistakes and I move past it. They gave me a token discount that amount to about $15 after 3 months. Shortly after I tried to change my form of payment from credit card to EFT. They sent me another order to sign and send back, and I did. About 2 weeks after I was informed that the document had an error on it on their part, they asked me to sign another one and send it back, and I did. 2-3 three weeks later I received another call saying that they hadn't received the order and could I sign one and send it in, and this time I faxed and emailed it. To my surprise, I received a letter last week stating that they wanted the equipment returned. I called in asking what the reason for this was, and the telephone services agent said it was because they had not received a service order. They were certainly happy to debit my account last week and take the money, and cut my internet off on last night, May 7th. In my 29 years I've seen some pretty ridiculous blunders of customer service, this one pretty much tops it. Upon reading the reviews of distribute before signing up I came across warnings of poor customer service, heed these warnings. **UPDATE**
Based on the information presented in my investigation, we have agreed to waive all reconnection charges. We will be reviewing our internal processes to ensure no one encounters an unwarranted disconnection.

I apologize for the inconvenience this has caused and I thank you for notifying us.

- Daniel Brisson
--------------------------
Thank you for bringing this to our attention;

During the course of my initial investigation, it was discovered the service order was modified prior to its receipt. I have requested to see the document in question.

I am also currently reviewing the attempts to contact you from April 10 - 17. If it has been determined that procedures were not followed,or that the documents were received, unmodified prior to April 26, we will absorb the cost of reconnection.

I hope to have all of the information shortly.

In the meantime, please forward the service order you emailed us to feedback@distributel.ca and address it to my attention.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, May 05, 2012

-1
I was connected to distributel at the right time with a few problems which I was able to discuss with tech support however the problems were never resolved and according to them they have no clue what to do about it and in their opinion it is not even a problem.
I signed up for the DRY DSL which is an internet with no phone service attached to it. My speed should be 6Mps down and I am only getting at maximum 0.6Mps down BIG difference the have spouted off reasons why this is ok and I have researched it and their excuses are lies.
They have service problems which they are unqualified to deal with. All new users should be cautious about using distributel.
THE PRICES ARE GOOD BUT IF YOU ARE NOT ABLE TO DEAL WITH FREQUENT OUTAGES AND POOR CUSTOMER SERVICE THEN THIS IS NOT THE COMPANY FOR YOU.
0.6Mbps is never ok and is not normal.

Our support team has the tools and knowledge required to troubleshoot any issues they encounter and if the problem is beyond their expertise, they escalate the matter to the appropriate department (Carrier, Engineers, etc.)

Please send your account details to my attention and we'll take a fresh look at the cause and find solutions.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, May 03, 2012

0
Im so happy to see that Im not the only with this DNS latency issue. Ive been reporting this issue back in March and I too got the story line and right now Im encountering the issue.

It was elevated to a senior tech name YC and now he's not responding to my emails (as per his request)

This is getting really annoying and I wish this problem gets fixed.
Our Network Engineers are currently gathering examples (you can never have too many) from those affected.

Please email your account details to technical.support@distributel.ca and copy feedback@distributel.ca. Please be sure to include "DNS Timeout" in the subject line and please reference this post.

A member of the support team will be in contact to gather the relevant information for our Engineers.

This issue has caught the attention of top-tier management and I trust resolution is in sight.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, May 01, 2012

-1
I am located in Barrie, Ontario. I switched to Distributel from Rogers on the 24th of December 2011. Until today, I had generally had an excellent experience with Distributel. I had intended to come on here to write a positive review, but thought I should wait for my first support experience. While download speeds have generally met my expectations, a couple of months ago I noticed that iTunes downloads were incredibly slow (5-7hours for an HD movie). I had, had this experience before when using OpenDNS/GoogleDNS with Rogers, but at the time switching to Roger's DNS servers had resolved the problem. I double checked that I was using the DNS servers provided by Distributel and I was. Apple, Microsoft and many others use Akamai as a CDN to distribute content. Akamai uses your DNS server location to direct you to the closest server. However if your DNS server isn't actually very close to you in either network or geographic terms you could be directed to the wrong server and receive incredibly slow download speeds. This is the problem I am having. If I tether my phone to my computer and use it as a 3G modem, I can download an HD TV episode in about an hour. The same episode over my 12mbps distributel connection takes 3 hours.

After ruling out any issues on my end, I called Distributel support this evening. I spoke with Kevin in Level 2 support (they don't give out their last names, but don't have ID numbers either). I explained my problem and he made no attempt to troubleshoot it whatsoever. He instead pointed out that noone else was having this problem, implying it must be something I am doing. He said that was nothing he could do. At no point did he ask for name, or any other information. I asked to elevate this to someone else. He said I could call back and get another tech (meant waiting on hold or for another call back). I asked to speak to a manager, he said he could ask for one to call me within 24 hours, but guaranteed they would not in this case.

I apologize for the length of this post, but if a manager doesn't call me back, its the only recourse I have short of taking my business elsewhere.

In summary, Distributel is great as long you don't have a problem. If you do good luck.
Thanks for bringing this to our attention.

We have been investigating the cause of this issue and out support agents were advised to look out for customers reporting it.

I have forwarded your post to our Support Managers and we will have someone contact you shortly to address your concerns and gather the information. Please provide me with your account information and I will pass it on. Please reference this post in your email and send it to feedback@distributel.ca

I apologize for the interaction from last night and we will provide proper coaching.

Regards,

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, April 27, 2012

1
As a follow up on my aggrivated post on April 23'rd about the delay in the setup of my Internet/Phone, On April 26'th, the Rogers guy had come at the correct appointed time, and he had accordingly setup the wiring in the house for everything to work. As soon as that was done, i just hooked up the Modem to my computer, and i got instant blazing fast internet!! im really happy with the internet service now! before i was going at 1.9-2.2Mbps, but now its at 38Mbps! i still cant comprehend that it jumped this high is one day! :)
Otherwise, right now im just wondering on how to setup my VoIP still. I heard there was some way to setup the VoIP box so that once its setup, automatically all phone jacks in the house will go to the VoIP box, but im still unsure how to do this. I have 2 phones in my house at two different ends, but i have to idea how to connect both of them at the same time to my VoIP box.
Other than that, im really happy right now, and im glad i changed to Distributel :)
Well my day has just been made!

There is nothing more frustrating than having someone without proper service and support.

Recent network upgrades have seen some of our clients experience higher-than-advertised speeds in several areas and they couldn't be happier.

Despite the initial bump in the road, I am happy we were able to resolve it as as soon as we did.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, April 26, 2012

1
internet service is great couldnt be happier, i had ordered phone as well, but had to cancel the phone as the voip service really isnt so good with droped calls, voices breaking up when surfing, tech support likely could have helped but the wait times for them is horendus, iv seen waits over 3 hours, so i saved myself the agrivation and just canceled the phone, customer service is top notch, tech suport is knowledgeable.. just them wait times...But for internet i am more than happy, cost is very reasonable I'm sorry to hear about the issues with the VoIP service, but I'm happy you're loving your internet connection.

While some days are still seeing a higher-than-normal call volume, our support team has managed to lower our average wait times week after week since the hiring and training of new agents across all centers. With the overall wait times down, we can now focus on ensuring we're properly staffed at the right times.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, April 24, 2012

1
Unhappy customers are more motivated to post negative comments than happy customers are to post positive comments.

This is mostly a positive comment with a bit of warning. My home service is on a DSL line while my business is on a cable line. Distributel is a 'no frills' ISP so by that, you must be a bit technical to be able to support yourself because that is not their greatest strength. In exchange, you get to pay a fraction of the cost for the same service from a major provider. I've been lucky because my setup has pretty much been 'set it and forget it'. I have never called Distributel except on the first day of installation.

The common issue seems to be DNS timeouts. If you are having DNS timeouts, may I suggest using the free public DNS server because Distributel has unreliable DNS servers. Use Google's public dns (8.8.8.8, 8.8.4.4) or 4.2.2.2. These are free and highly available.

I have been satisfied with my service that I even have my small company setup with them too. To date, uptime on my servers have been over 112 days. Anyway, I hope this helps.
While being a bit on the technical side may streamline and facilitate troubleshooting when it is required, Distributel takes pride in not only hiring support staff that know the technologies we employ, we also take great care in selecting candidates who are able to walk anyone through any sort of problem regardless of their skillset.

As an Independent ISP, there are some issues on which we utilize our provider's engineers to provide a final resolution, however 9 out of 10 issues are resolved in-house.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, April 24, 2012

-1
***VERY UNHAPPY***
This is an update to my April 18th post. Daniel Brisson clearly stated that my refund issue would be resolved within 24hrs. This was not a unique problem but a "bug" that had to be resolved within their billing system. Guess what? It's been nearly a week since that last response, and when I checked my Visa statement this morning, THEY CHARGED ME FOR THE AMOUNT THAT THEY WERE SUPPOSED TO CREDIT ME! Can someone suggest to me how to handle this situation? I am so frustrated and upset at this point. Calling in is no use as they keep on telling me it'll be fixed. I don't know what to do anymore..
The issue surrounding the initial reimbursement was identified and isolated on April 19. The refund was posted in your account on April 20.

I have confirmed with our billing analysts that the payment file was sent successfully and there were no issues (was not returned/rejected)also, there were no withdrawal requests sent.

Per your conversation with Michael this morning, we would require a statement which shows the funds processed as a charge.

I am confident this misunderstanding will be cleared up without further delay.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, April 23, 2012

-1
Im sooo annoyed at Distributel right now. I had signed up for new service and they told me the cable guy would be here from 5-8pm. That wus the time i booked with them over the phone. Monday 23rd, 5-8PM
On the 21'st, i called Distributel again just to double check when the appoinment was, and they said 5-8PM again.
On the Monday it was suppose to happen, the Cable guy shows up at 2PM, rdy to setup, but no one at home to receive him!! We call back, and he says the appointment is 2-5PM.... and then he says since no one was here, the appoinment is changed to 24'th 5-8PM.

OF Course NO ONE IS AT HOME... Distributel arranged for 5-8PM!!
I then call Distributel to find out what the heck was going on... and the lady tells me... no, it was 2-5PM the whole time... the last guys read the report wrong!??? 2 CUSTOMER SUPPORT STAFFF read the report wrong and couldnt tell me the right TIME@!??

I wanted my internet by today which was scheduled, and u couldnt get the right time to me?
No one should receive inaccurate information if the correct date/time is in the account.

Cable internet appointments are done in two stages;

1) Submission - we request a certain date and time and await confirmation (The appointment date or timeframe my change during this time based on availability)

2) Confirmation - the exact date/time of the appointment is received and updated in your account.

While I would need to see your account before I comment any further on the matter, I can assure you these instances are not taken lightly and will be investigated.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, April 21, 2012

-1
I have been with 3web/cia for many years with home phone service. This voip phone service has been horrible. It has never worked consistently well, lots of issues i.e., dropped calls, clicking, echoing, call waiting not working, and the list goes on and on. Must have called technical support 50 times over the past 3 years, when one problem disappears a different problem arises. Finally when I found out that Distributel had purchased 3web I was relieved and thought that things would get much much better. BOY WAS I WRONG. Same recurring issues with no resolution. Finally tech support came clean and said that the 3web network is flawed and will never be without glitches because the technology they use to route calls is outdated and full of server problems. THEY REFUSE TO TRANSFER ME TO THE DISTRIBUTEL NETWORK AND FORCE ME TO STAY ON THE 3WEB NETWORK EVEN THOUGH MY NEIGHBOURS CAN SIGN UP TODAY WITH DISRIBUTEL AND HOP ON THEIR NEWER NETWORK AND GET MUCH BETTER SERVICE. I am paying full price and receiving terrible, terrible phone quality. Disributel seems to have 2 groups of customers, the ones they treat like second class cousins (3web customers) and their main bread and butter (their own distributel customers). I WANT THE SAME SERVICE AS DISTRIBUTEL CUSTOMERS BECAUSE I AM A DISTRIBUTEL CUSTOMER. Stop this nonsense, I understand that it may be difficult to migrate all the 3web customers over at once but for God's sake they should make an exception for cases like me who have been suffering for years. I am at my wits end and just about ready to cancel. Be warned, Distributel has questionable policies that must be carefully considered. We've had several customers switch their service from 3Web to Distributel. I cannot think of a reason why your account would be different.

Please send me your 3Web account information (Account/Telephone Number) and we'll look into this.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, April 18, 2012

-1
****STAY AWAY FROM THIS COMPANY****
I was eager to join this company and ordered my cable modem and install 4 weeks prior to moving in to our new place. And these are the events:
- On the scheduled install date, no technician showed up. No call from Distributel no reason was given other than "it was Rogers we have no control over the Rogers technician"

- After a week of going back and forth, Distributel still could not provide a new install date.

- After 1.5 weeks, Distributel told me that the "Rogers" technician showed up but someone one claiming to be me turned the technician away. I couldn't understand what was going on, I wanted their service but they couldn't get ANYONE to come and activate the line.

- So I had to cancel the service and was told I had to wait 6-8 weeks for my PARTIAL REFUND.

- I called them recently but was told my money was already refunded and I will need to talk to CIBC Visa. If they money isn't there then I would have to file a FRAUD Case!!!! When I tried calling back to open a "Fraud case" i was told that they could not access the system due to "glitches" and they will call me back...

- To this day I am still waiting for this call back from Distributel for my refund.

- This is the worst company I've dealt with. I'm going to the Better Business Burueau next.

- I ended up going with Rogers. Atleast you will get prompt and accurate information even if it's a bit pricier. Rogers also offered 50% discount for new members...
I cannot effectively address your concerns without first reviewing your account. Please forward your details to feedback@distributel.ca and we'll get to the bottom of this!

If an appointment is missed, no matter the reason, we have little recourse but to reschedule with the Carrier. The delay you faced is excessive and will be looked into along with the claims reported that the technician was turned away.

I will also update this response once I have access to all of the information.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

**edit**
We have discovered an issue with the payment file preventing the reimbursement from being sent to the bank. Our developers are working on the issue and it should be resolved within 24 hours.

Mon, April 16, 2012

-1
Signed up for service 3 weeks ago. They mailed me the modem and the tech showed up. He came over plugged everything up and...nothing worked. Distributel mailed us a 'dead' modem. Tech explained some stuff, blamed the company and left. I worked on it myself. Turned out it was a dead adapter. Found an old adapter laying around and used that to get everything working. Thanks to the tech that told me what to do, I got the new modem working. So...Internet was working fine, fast speed, phone was working well aswell (VOIP). Then two days later the whole service goes down. Called in with my cell and after 20 minutes of waiting(It actually sounded like tech support was answering my calls and putting me on hold again) they picked up. I told them my whole service is out. They blamed it on an outage...its been nearly a whole day and still no service. There is absolutely no reason anyone should receive a piece of faulty equipment. We have processes and safeguards in place to prevent these occurrences and I can assure you this will be investigated.

Meanwhile, please send me your account details and I'll look into the outage.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, April 11, 2012

1
I have been with Distributel for a month now and all I can say is I am happy. I have been with Rogers in my new residence for the past year( Feb 6 2011-2012) and after that I switched over to Distributel ( March 6 2012). My expectations were high because I never had a single crash or "disconnect" from Rogers. I never had to call them about anything except for my cancellation. I had to choose between TechSavvy and Distributel in the Scarborough are. Since TS was having a stop-sale. I decided to pick Distributel. They came on the day we scheduled and the cable guy came. He told me to wait an hour before trying the internet, and sure enough it worked. With just the modem itself, I got a speedtest with 44/1 and with the router I got 33/1 at that time. I regularly test the speed and it never went down past 24.( Distributel changed the speeds to 28/1 now). So far, I Distributel never "crashed" or "disconnected".I was always connected and never had a speed problem. If you live in the Scarborough area, Distributel is the way to go. Btw, I never called Customer Support after I signed up therefore I never got to experience the wait times because I never had a problem =) Several customer have reported a need to upgrade their existing routers due to the awesome speeds they're experiencing and they couldn't be happier!

I'm glad you're enjoying living in a world without limits and I want to thank you for taking the time to share your experience.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, April 10, 2012

-1
No credit for service outages.

Sat, April 07, 2012

-1
I am looking for a new ISP and have been checking out the various companies and reviews on CandianISP. One of the reviews for Distributel said place a call to Customer Support to see what kind of support they offered before signing up. So I did. I was on hold for 30 minutes. That's when I hung up. That confirms what the other reviewer reported and that eliminated Distributel from consideration. We certainly understand your position.

The hiring of additional tech agents may have lowered our average wait times, but we're still seeing a higher-than-normal wait. The Montreal office began training additional agents two weeks ago, and Ottawa has added several agents into training a few days ago to get our hold times back to expected levels.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, March 27, 2012

-1
2 weeks before moving into my new condo, I called to order Distributel internet service. They checked my postal code and confirmed that service was available, took a deposit/install fee of almost $100, and said someone would call within 48 hours to set up an exact appointment time for the installation. 48 hours later, I had still not heard, so I called back myself and was told that no one was going to call back until an exact installation appointment time could be confirmed. They assured me at this point that they were still aiming for installation on my move-in weekend. Yesterday (5 days before my move-in), I receive a call from Distributel saying that while their system recognizes my postal code, Rogers is unable to recognize the postal code or provide an installation time. The woman I spoke with wondered if Rogers was perhaps blocking Distributel or other independents from having access since it is a new condo building. This information would have been good to have when I first called, not more than a week later. When I asked if Distributel could look into the issue further, I was told that they could but that it would delay booking an installation, and so my preferred date would likely no longer be possible. Rather than waiting further, only to be told that service was in fact not possible, and risk waiting several more weeks to get a NEW install date from Rogers, I opted to cancel my Distributel account today. They insisted on keeping a $10 charge, but said they would refund the rest of my deposit within the next month. If customer service is this poor before installation, I was certainly not willing to see if it would improve. I can certainly understand your decision to cancel; please send me your account details and I'll look into the activation fee for you.

I'm sorry we couldn't work it out.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

**UPDATE**
upon investigation of the account, we have determined a full refund was due. We apologize for any inconvenience and frustration we've caused

- Daniel Brisson

Tue, March 27, 2012

1
The best Internet service your money can buy! My experiences have differed greatly from others, as I have found the support team to be top-notch. I am glad companies like Distributel exist and offer us inexpensive alternatives. Thanks for the kind words!

we're all about providing an alternative for consumers! Positive feedback always makes my day and I thank you for taking the time.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, March 27, 2012

1
Well, it's been about a month since I've had service through Distributel, and aside from a few small issues regarding connection to/speed of certain web sites, I have nothing but good things to say about my Cable internet connection. My speeds are generally exactly what they were with Rogers, at a lower price, and INFINITELY larger bandwidth cap (VERY important to me as I do not have cable TV, therefore I stream nearly all of my media content, as well as play online games). I may stop being lazy one of these days and follow up on the couple issues I do have, but it has not really been a bother to me as I've figured out workarounds of sorts anyway. One example of the issue is if I simply type in "www.youtube.com" in my browser, for whatever reason, I get re-directed to a Rogers portal loading screen, and then re-directed to the Rogers.com website. This makes me believe it's less an issue of Distributel, and more Rogers trying to block my connection. However, simply googling a youtube video, and clicking on the link, WILL take me to the video. Once there, I can use the site normally.

In summary, I'm a happy camper, and will NOT be going back to the likes of the Big Three. I also will not go to TekSavvy, as they won't even service my area (Markham).

Thank you, Distributel, and thank you Shogi, who was the first customer sales representative I spoke with, who provided me with a great customer experience.
HI!

I'm glad you're loving the service!

The Rogers Self-Activation page generally shows up when the modem was connected before the install/transfer was 100% completed. Clearing your cache will fix the issue more often than not. if you're still having issues, shoot us an email and we'll have tech give you a hand.

We will also provide Shoghi with the recognition he deserves for another job well done!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, March 22, 2012

1
Great ISP! I've Distributel for about 6 months now. Although the initial startup was a little shaky (thanks to my old ISP Rogers trying to block our signal), so far, I've had zero problems.

Their unlimited internet is perfect for someone like me who buys and downloads games from Steam and Direct2Drive, and uses services like Netflix. Their unlimited bandwith service is literally the same speed and price as Rogers' 60GB DSL line.

Overall, I highly recommend Distributel.
Thank you for your feedback!

Thank you for taking the time to spread the love. It have been a unique couple of months but I see nothing but blue skies on the horizon.

There is no better way to start a Friday than with some positive feedback!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, March 19, 2012

Comment
Another update on my experience with distributel , been posting 2 comments about their poor service in the past and i still am ... Still waiting to get connected , this company is a real joke , and like the other guy said , i need to pay for an installation that is not needed , thats too bad that distributel is not able to grow some balls and tell main isp that there is no need for installation only activation ... My internet could work in 5 minutes but its been 2 weeks now ... Hello,

We have received confirmation the transfer has been completed today.

Please reboot your modem for a minimum of 5 minutes and email feedback@distributel.ca to let us know if it has been successful.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, March 18, 2012

-1
Customer service and technical support are the worst I've ever seen. Phone calls to technical support either do not get returned or you must sit on hold for AN HOUR AND A HALF before someone picks up. We continually have problems with email, web access and line speeds. Technical support is poorly trained. Hello,

I am currently reviewing Technical Support's wait times for the last few days to determine any staffing issues. Our wait times have been drastically reduced across all departments and I want to make sure everyone is pulling their weight.

I will also reply to your email shortly with my findings.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, March 17, 2012

-1
I signed up for Distributel a few weeks ago, with a start-of-service date of March 27/2012. I was told by the CSR that I needed to pay $29 for a Technician to come to my home to install my cable internet service. I told him I had a working cable TV service from Rogers, and I could do the modem installation myself, since I have been fixing computers for the last 10 years, and could easily follow the instructions on their site:
https://www.distributel.ca/en/faq.aspx#residential-internet

"How to install your Distributel cable Internet service?"

He insisted that I needed to pay for the Technician's visit.
However, my neighbor, who signed up for Distributel cable internet service 3 months ago - and who did NOT have ANY cable service at the time (TV or internet or phone)- did have Distributel send a Technician to his place to hook up his cable, but he DID NOT HAVE TO PAY for the Technician's visit. I find this very disconcerting. Unfortunately, I did not read the comments on this site before signing up with Distributel.
My credit card has already been billed for the installation. The Distributel website says that there is NO CONTRACT, so if I cancel now, before the service is installed, I should get my money back, right? Well, I just called (it's Saturday @6:45pm, and their office is closed, so I will call again to cancel on Monday morning.
I emailed my concerns to feedback@distributel.ca, ATTN: Steve Cameron.
I will post an update to this issue as things unfold.
**EDIT**
Upon further review of the account, we have agreed to cancel the service immediately and refund the service charges.

-Daniel Brisson
-------------
Hello,

Our free installation promotion was a huge success and was extended by another 6 months until December 31, 2011. Our new promotional installation fee of $29.00 is a 50% discount of our regular installation fee of $60.00.
The installation fee is collected on behalf of our provider for the activation of your service and for the background work required in order to provide service to your home.

While you can cancel at anytime, the service is paid until April 30 and your cancellation would be in effect as of May 1.

Meanwhile, I will review your interactions with the agents you have spoken with to ensure they are providing clear and accurate information on each call. I will also reply to the email sent to feedback@distributel.ca shortly.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, March 15, 2012

Comment
Here is an update on my Distributel new customer service , Before calling them as a new customer instead of selecting Customer service you should select Customer support ( they will redirect u once u speak to them ) keep in mind that customer support are the people who are resolving issue with problem that may happen with your service , once you select this option u will never call back and think about being a distributel customer . I am currently waiting as im writing this and its been 40 minutes so far and also gave my number almost 2 hour ago for a callback and no news either .

For the last 3 days customer support told me twice that my internet would be working in the next 5 minutes , and last time in the next 4hours . Is it working now ? NO !!!!

Looks like if u live in quebec and want cable internet , if goes thru videotron , customer support cannot access any of their hardware so they have to take notes and send an email ( not even call them since they are not allowed to ) And videotron takes care of their customer first and Distributel when they get bored ...

My suggestion is to stay as far away as you can from distributel and pick another of the 30+ small company out there ... look at the comments here all -1 or neutral not hard to understand what kind of joke this company is .
I would need to see your account to discuss any particulars as to why the service is not working.

Our wait time has been significantly reduced since our new technical support agents started on the phone and keeps getting lower.

True, we have some negative ratings, but we also have positive ratings as well! The difference between ourselves and our competition is with regards to how we handle our negative feedback and how we learn from our mistakes.

We didn't become the #1 Independent ISP by chance; we've battled for our spot!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, March 15, 2012

1
Post on your facebook page your negative experience with distributel , make sure your friends dont go with them and make the same mistake you did , im posting negative feedback here , youtube , facebook , now going for kijiji , if your mad like me i hope i gave u an idea to spend your time while waiting 2hours on their ****** support line :) The internet is a very powerful tool for companies and consumers alike.

While we encourage customers to share their thoughts and experiences with our service and support, please don't forget to add feedback@distributel.ca to the list of places to post!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Tue, March 13, 2012

-1
So far i would suggest to stay far away from Distributel . Called them for a new installation , they told me that the installation date would be on the 15 march ... Called a few days later to make my payment by credit card and was told that the date was only an estimate and since i payed few days later it sure wont be the 15 ... And when i asked when it will be they told me that my credit card payment needed to be confirm and it will take 24 hours ( since when does credit card payment need 24h to process ? ) Anyways called back 4 days later after receiving the modem to ask when my install date is and they told me that they had the wrong app # so they couldnt fix a date ... I asked why they didnt called me when they knew the app # was wrong and they said they would in the next few days ... So now they have the good app # and i still dont have an installation date ... Oh and french customer server is so bad ( after 5 or 6 call so far i never spoke with someone who was truly understanding every words i was saying ) Not even sure if i really need a tech but they are so dumb they dont understand anything . I got videotron signal in my appartement they will closed my connection with the modem but the signal will still go thru for about 2 months ... SO they could probably just activate my modem and it would work right away but they dont understand anything im asking ...


MY final suggestion is there are about 30 small isp like distributel in Quebec pick another one . I heard TekSavvy are doing installation in 5 days top so im calling them tommorow and probably canceling with distributel ...
While each installation date provided at the point of sale is tentative until we receive confirmation, I would need to see your account to investigate the delays and why you were not contacted.

We have established polices and procedures for these instances and it is too early to determine where the breakdown occurred.

While it may be possible to simply activate the modem, our provider will have the final say with regards to the need for a technician. In most cases, a technician is required if the service has been cancelled, regardless of signal remaining on the line.

I will also be paying close attention to our french queues to determine further coaching.

I am confident that once your service is active, you will enjoy the quality of service and support which has earned us our reputation and our Better Business Bureau accreditation.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, March 09, 2012

-1
Three frustrating hours on the phone to Distributel 95% on hold listening to music; who gives a rats A, about customer service.

* four different departments in three hours, transferred twice to Montreal, twice to Ottawa.
* 30-45 minute wait between transfer listening to poor music and a click as it loops every 3 minutes, frustrating woman voice saying your call is important [LOL]
* press 1 to leave a call back # so I press 1 - answer, we don't recognize your 10 digit phone number. Now I'm a layman, but when I dial Distributel using their local # 519-344-3100 they switch it as a free call to themselves, but hey Mr Rocket Scientist, this is the number that they "Don't recognize" DUH!!
* Why oh why am I fighting to give Distributel business?? sure their service is cheaper, I'm hopefully going to be saving a couple of bucks a month, but I'm starting to ask myself is it going to be worth it, I'm not even hooked up properly yet, another week for a techie to arrive I'm told, so if it's so hard and frustrating now, 3 hours of phone calls, 30-45 minute wait in between each transfer, customer service solution seems to be I either can't or won't answer the question, so they just transfer you to another person who can't or won't help... so back to my own haunting question, should I really bother with all this for a few bucks??
* Being properly fed up and being a man of resources, I'll head for the top, plenty of direct links to senior management on LinkedIn, so I will be firing off some rather terse e-mails directly to them for some answers of my own, their reaction to what is going on below them in their company will help me decide what my next move is.
Hello,

I have emailed you to address the concerns brought to my attention by means of various platforms (Email, Twitter, Feedback)

Please do not hesitate to contact me using the coordinates in my email signature.

Regards,

Daniel Brisson
Customer Relations Administrator

Thu, March 08, 2012

1
This is is, I hope, the final installment of my saga. As of now, my service is restored. - It took a lot of patience and time on my part and the intervention of Daniel Brisson (the Distributel manager who responds on these pages) but we are a go.

It is clear that training issues exist with the new hire technicians because when we went up the ladder to senior technicians their expertise and personal manner increased accordingly. It would be my hope that as the new hires gain experience - or as weak ones are weeded out - that the overall service experience for everyone would approve.

Right now it would seem that the advice, "have patience" should be combined with "have perseverance" in getting your issues resolved.

My service is back to standard. Calls are clear with no drops or echoes. Net is operating to advertised speed. I am exhausted... but happy.
Thank you for taking the time to provide this update.

We are taking special care in training our newest Technical Support agents.

Training is always ongoing at Distributel and with our wait times on the downturn, we can once again focus our efforts towards ensuring quality of service and support.

I'm very happy we were able to resolve you issue so you may enjoy Distributel's service.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, March 08, 2012

-1
I am about fed up with the service. The last 2 days have sum it up. DNS timeouts happening and a tech who is very junior who say "I dont know what you mean by DNS timeouts". Really, speak technical to a technical support individual and get that kind of a response is disheartening. Been on the wait line for last 82 minutes and still can get through.

Technical support starting at 9am is not very healthy.

I miss my 3web support...
While I'm not currently aware of any DNS issues affecting our customers, That is not the type of support which has come to be expected from Distributel.

Please forward your account information to feedback@distributel.ca and we will firstly identify and isolate the issue and coach the agent in question accordingly.

Our wait times for Technical Support are currently at 20 minutes for English and 6 minutes for French (as of 11:45 AM)

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, March 05, 2012

-1
I have been with distributel for approximately 30 days and have experienced several issues
For the first 3 days the service worked without incident...

Then problem started occurring every couple of hours
I have VOIP and have experienced several dropped calls ....
I have waited several hours on hold for technical support and left call back numbers.... with no response

I even asked "Distributel admin/billing staff" to request technical support to call me....10 days later still no call...

My service went out yesterday... yet again...and I finally I did hear from a tech a couple hours later....
but he did NOT appear very knowledgeable/helpful
I gave him details of my issues of the month and tried to determine if my issues coincided with network problems
He stated Distributel were not having Network issues...so I wanted Distributel to send a new modem...

He of course wanted to blame Rogers and have them dispatch a Rogers tech. (a typical delay tactic)

I asked to escalate to a manager...no manager available for customer complaints on the weekend....

The service is less stable than dialup......Worst customer service I have every encountered....




While our wait time has been excessive recently, 10 days is unacceptable.

I also wish to address your interaction with the technician.

I will reply to the email received at feedback@distributel.ca shortly after a preliminary investigation.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, March 05, 2012

-1
I promised a follow-up to my Feb. 25th rating. They sent out a new router but it came without connection instructions. After another 90 minute wait to connect to a tech., he couldn't help me because my phone had to be working when he walked me through router set-up and, of course, the router problems prevented that. Instead of sending written instructions (he had none to send - something that you would think to be standard) the guy at least tried thinking out of the box and sent a YouTube video link for another brand of router.

Problems there. Brought in my own techie to talk it out on the phone. Spent 2 hrs. and 4 minutes to connect. The new Distributel tech. gave mine the wrong procedures and what should have been a 5 minute process took 50. (He forgot what to do with the modem during the process and my guy followed the instructions at a point where he felt they were actually wrong. When they got it sorted the router appeared to be working as the net came back on.)

This was only for an hour. Then the new router dropped out though the signal is strong through the modem. This in 2 month old Distributel equipment set up originally by their tech.

What's even worse? Now I have no phone and I am missing calls that literally mean my future.

I sent emails explaining all this both to tech. support and - again - to Mr. Brisson who has been responding to messages on these pages. I have received no reply as yet to this urgent situation. I wouldn't care so much if I wasn't in negotiations with some employers about a job. Distributel - so far - takes the opposite tack. It doesn't seem to care at all.
Hi!

I will be addressing your concerns very shortly via the email you have sent to feedback@distributel.ca. I wish to review your interactions with our Technical Support Team beforehand.

Customer Satisfaction is my top priority and we will get to the root of the problem, both with your service and internally.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, March 02, 2012

-1
Long and bad customer service. I was first told I couldn't pay through electronic transfer, but a few weeks later when I received my cheques I was told the opposite... + No visa debit. Can't you do something about that? Seriously, we are in 2012!!! For new customers: If you already have a modem don't think about becoming a new customer you would have to buy it again... Distributel accepts different methods for the initial payment such as Bank By Phone, Online Banking, Cheque/Money Order, and credit card.

However, we only accept two methods for month recurring payments; Pre-Authorized chequing/credit card payments or 6 month invoicing.

We can no longer accept prepaid credit cards at this time.

We are also working with our providers to allow the use of customer-owned equipment. Please visit our website at http://www.distributel.ca in the future for updates.

I would love the chance to review what was discussed on the initial call. Please email your account details to feedback@distributel.ca and I will listen to the recording. Please reference this post in your email.

Distributel prides itself on providing clear and accurate information on each and every call, and we will take the steps to coach the agent in question.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, March 01, 2012

0
Just switched over from Rogers this week and so far I am not impressed. My speed is fluctuating all over the place daily. I haven't had this problem before. I will give it a chance but I hope it gets a little more consistent. While some speed fluctuations on Cable Internet are normal, any fluctuations not within specification must be investigated.

I would love to have you run some tests with our Technical Support team. Please email your account details along with a brief description of the fluctuations to feeback@distributel.ca and I will have someone contact you for troubleshooting. I trust we will have the issue identified and resolved very shortly.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, March 01, 2012

0
First of all,

I gotta say that i was interested in switching to Distributel but after reading all those reviews, I think that i'll rethink twice at least when all those problems will be fixed. Just hoping that it ain't that bad in Quebec...have not heard bad comments at least for now
Thank you for your interest in the #1 rated provider on CanadianISP.ca!

You have very valid concerns after reading negative reviews and I hope to set your mind at ease.

While no provider is immune to negative feedback, we take it all as a valuable learning opportunity so we may fix our shortfalls and learn from our mistakes.

The valuable feedback we receive also plays a direct hand with regards to how we shape our policies and procedures.

Distributel is proud to offer unlimited downloads without sacrificing cost savings. We are also an accredited member of the Better Business Bureau.

Distributel does not require term contracts and you can cancel at anytime.

Our policy also states that in the event service is unavailable, or if we cannot provide service, we will reimburse any monies paid towards your initial payment.

We have also taken the steps necessary to lower the wait times our customers have been experiencing by hiring and training new agents for technical support, administration and sales.

If you have any further questions, or concerns, please feel free to email me at feedback@distributel.ca. Please be sure to reference this post.

I hope to have the privilege of welcoming you into the Distributel Family very shortly.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, February 27, 2012

-1
Company claims overage usage although I hardly used the service.
Was reccomended a low usage plan by clerk claiming no one goes obver usage. Charged me over 100$ for month of service. Plus additional fees.
While I could start speculating as to what is going on with your billing, it just isn't our style.

I would like to be able to see your account before I comment on the matter.

Please email your details to my attention at feedback@distributel.ca and this will be investigated.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, February 27, 2012

-1
I had Distributel for 13 months with nothing but issues. Technical support was extremely helpful but unable to solve the DNS time out errors that my service was affected with 30 plus times a day, even with a replacement modem. My house phone is VoIP. So when the DNS crashed or stalled out, I had NO phone.
After having to call my NEIGHBOR to talk to my kids half a dozen times I bought them a cell phone in case they needed me or heaven forbid an emergency.
This problem started in December of 2011... and here it is the end of February and still no service that I can even depend on.
And Distributels customer service for the problems?? NOTHING… because I still had service daily. Doesn’t matter I couldn’t rely on my phone or that I paid for a service I couldn’t use when I wanted/needed it… no discount, no rebate, no nothing.
I cancelled my service today, going with Teksavvy. I’m stuck paying for Distributel til April 1st but Teksavvy will install this week.
Based on the information provided, we may be able to cancel your account for March 1.

Please send me your account details and I will investigate the steps taken to identify and isolate the issues.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, February 27, 2012

-1
Distributel is the worst ISP in Ontario. Hands down, bar none. My internet drops at least 5 times a day, for anywhere between 5 and 10 minutes. That means no phone as well. Distributel has great rates, but their service and speed is horrendous. Why do so many people have this problem? How do I get it fixed. I hate Distributel. The connection drops you're experiencing are NOT normal.

Please send me your information and I'll show you why we're rated #1 on CanadianISP!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, February 27, 2012

0
This is a follow-up to the rating where my father in-law's basic home phone number was not reachable by external people. Within a day of posting on this board and sending an email to feedback@distributel.ca, the issue appears to be resolved. This is the kind of response that is required from the technical support on the phone. I'm glad we were able to help in getting the matter resolved.

Our new technical Support agents are a couple days away from demonstrating our commitment to customer service excellence while making our wait times a thing of the past. I'm confident they're going to make us proud.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, February 26, 2012

-1
My father in law recently switched to Distributel for their Basic Home Phone Service. He has had the service for over two weeks, yet anyone trying to call his number gets a message that the number is not in service. We have noticed however, that people that have Distributel are able to call his number. Clearly there is a problem that requires resolving but the issue is that the customer service is non-existent. He has tried 3 days last week to wait for a customer service rep on the phone for over 2 hours each day, with no response. The callback number has not called him back and of course he is irate for having to pre-pay the first month of service. We are looking for a different service provider for him. The issue you're describing sounds like a simple fix.

If you are the client who has already emailed feedback@distributel.ca yesterday evening, someone will be correcting the matter shortly.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, February 25, 2012

-1
i have been a customer of distributel for 2 days, and on the second day the internet stopped working, and its been an entire day the internet has stopped and the tech support guy said there is a technician coming down to fix it and nobody has arrived to fix and now i am hold for 2 hours and still nothing. whats the deal man...at least wait for a month or something before screwing me over. The issue described is definitely out of the ordinary.

Please forward you information to feedback@distributel.ca and we'll get our Technical Support team on top of it immediately.

I can assure you we're not in the business of leaving anyone without proper service or support and we will make things right.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, February 25, 2012

Comment
I wrote on this board the other day about a 2 1/2 hr. wait for customer service (with no luck) My note on this board brought a response from Distributel and a discussion with a service rep. who is sending out the required new router. If I don't post again, it came. Marks for responding to this board. Sad that it couldn't be through the regular system. Distributel takes all customer interaction seriously including written.

As much as I want to see our new hires on the phones, it would be unfair to them, and to you as they are not ready to provide the level of service and support we've built our reputation on.

They are currently being provided with the tools and knowledge required to effectively bring our wait times down without sacrificing customer service excellence.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, February 24, 2012

-1
2.5 hrs. on hold yesterday (in several segments as my phone kept cutting out). The option to leave my number for a callback did not work- their system seemed to be down.

Their phone lines only giving busy signals this morning!

Seems like a big mistake to have changed to them. Will be researching switching today if no callback (since I can't call them!).
Our apologies for the long wait times you experienced yesterday. We currently have a new group of employees training for the phones. They should be ready within the next 2 weeks. We are confident this will bring our wait times back down to an acceptable level.

In terms of your trouble contacting us this morning we are experiencing technical problems with our internal telephone system. Please send your identifying details to feedback@distributel.ca so that we can contact you.

Regards,

Steve Cameron
Manager of Quality & Training
Distributel

Fri, February 24, 2012

-1
Worst technical service support I've ever experienced. Almost TWO hours on hold waiting for support. They are either grossly under staffed or are over-run with technical issues and problems. (I also found if you punch in your phone number for a return call about 1 in 3 get returned). I logged the times and details.

We've had issues with email delays since we signed up. Emails are literally taking 1 1/2 days to hit our box with no error messages provided to either the sender or reciever. One example took 3 days... at this rate Canada Post could have delivered the message quicker.

I felt the technical support person (JESSE) was inadequately trained for his job. At one point I had to suggest measures to take to try and rectify the problem. In the course of the 50 minute call he was unable to isolate the issue. He would not provide the ticket# he was using to escalate the call (so I have no way of knowing whether it was escalated or not) nor would he allow me to speak to his supervisor.

During my Distributel call I was able to call Telus Hosting technical support on my speakerphone and have a live operator in 1 minute 22 seconds - contrast this with an almost 2 hour wait with Distributel.

HORRIBLE HORRIBLE SERVICE.
Our wait times have been our biggest priority in the last few weeks and the agents we've hired/transferred for Technical Support will help bring things back to where they should be very shortly.

While yours is the first instance of email latency reported to my attention, it is an issue that must be identified and resolved.

I would also like to address your interaction with the technical support agent to identify coaching opportunities.

Please forward your account information to feedback@distributel.ca to my attention and I will arrange to have a senior technician contact you and I will investigate the steps taken to attempt to fix the issue.

In the event you ask for a supervisor and none is available to take your call, the agents are supposed to send a message to them to ask them to return your call within a reasonable time frame. You should never be denied to speak to one otherwise. This will also be investigated.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

**Edit**
The agent mentioned in this post had in fact forwarded a request for a supervisor callback. Technical Support supervisors are currently investigating the email issue and I will be contact shortly.

Fri, February 24, 2012

Comment

Steve Cameron's (Manager of Quality & Training) response is a bit of a joke....
"....we are experiencing technical problems with our internal telephone system. " REALLY?!?! Distributel is a PHONE COMPANY as well. If they can't get their internal phone system working - that says a lot about their technical abilities. unbelievable. Switching to Distributel was a serious mistake.


ADMIN: Numeric rating changed to 0 or "neutral" as this is a follow-up from a previous rating. Follow-ups/additional information is absolutely welcome, but so as not to skew ratings (positive or negative) please use neutral for follow-ups. (Yes, I will update the review page to reflect this)
-Marc

Wed, February 22, 2012

-1
Wow, I could probably write a book on all of the bad experience I have had with these guys. I can't count the amount of times that our phone and internet didn't work at all. This past Sat. Feb 18 it was cut off for almost the entire day. It finally came back on only to be dredfully slow. It is essentially dial up speed and has been that way since. (now Wed.) If you have read the other posts you can imagine how far I have gotten with tech support. I have called 3 times, left me number to remain in line and no response. The ISP rep has posted that they have hired new techs but the bigger question is why are the line up so long? That many people are having that many problems? Hmmm... obviously we have begun shopping around, but will be much more careful this time. I apologize for your experience with Distributel so far. Please understand that this is not typical, and Distributel is committed to making every reasonable effort to provide you with the services you have paid for. We are aware that our call back time is not up to par with what our customers have come to expect from Distributel and, as you mentioned, we are currently training new staff to help alleviate the increased call volume.

Your question regarding the reason for the long call back wait time is understandable; please allow me to offer an explanation. We have recently expanded our service area beyond Ontario and Quebec, and are offering services in B.C. and Alberta. The response in those areas has been more successful than we originally anticipated, and unfortunately, at this time we simply do not have the amount of technicians we need to take on the additional amount of service calls. The percentage of customers experiencing service problems remains the same, the amount of customers covered in that percentage has increased. Once our new agents are trained, you can expect the superior customer service level Distributel has built its reputation on.
Please send your account and contact information to feedback@distributel.ca so we may address your concerns and reported service problems without delay.

Regards,

Andrew Ferrier
Customer Relations Administrator
feedback@distributel.ca

Tue, February 21, 2012

-1
After reading the negative reviews I thought they would be isolated incidences, but I wholeheartedly regret choosing Distributel as everything others said would happen has happened. To summarize: you call customer service, either wait two hours, then you leave your number and they don't call that day, sometimes the next sometimes never.
2). Not once but four times I have stayed home, missed work, to wait for the service call to fix my connection, an agent calls me on Tuesday (the appointment date) -they give a timeframe of 8hrs on two different days btw of when they *might* show up- and tell me the soonest is Thursday afternoon that an "engineer can attend". This is after it took me two days to contact them and make an appointment for Sunday or Tuesday on the pervious Friday. Great customer service!
3) Nevermid that the first time around (12 days ago now) the agent had the nerve to tell me that the installer had already done the installation and that he didn't need access to my house. All I needed to do was plug in the modem. He did not even show up. When he did four days later (and not during appointed hours) he messed up the connection. It's been 10 days since and constant no shows.

Sorry for the long post, but if you want a service you have to pay for ahead of time and then get the workaround for the next four weeks, suffer horrible customer service, waste upto a week of work for no-show appointments then this ISP may be for you. If your like me and value you job, need Internet for everyday activities, and want to get what you paid for then take my advice and get your Internet elsewhere. They will mess up, they will take your money, and they will take weeks (not hours or days) to fix it. The customer reviews tell you everything. Distributel is a scam and I will cancel first chance I get.
We apologize for your experience with Distributel so far. Distributel has over 300,000 customers and, rest assured, this is not a typical account of events leading up to the installation of ordered services, nor is it a reflection of the service level you can expect going forward.

We are committed to providing dependable service in addition to the best customer service in the industry. Please send your identifying details to feedback@distributel.ca so we may investigate and rectify the situation immediately.

Regards,

Andrew Ferrier
Customer Relations Administrator
feedback@distributel.ca

Tue, February 21, 2012

0
Just as a fun FYI (I am the guy from a few posts before that could not get ahold of anyone when my internet went out). I did get to talk to a tech, told me someone would be out and to pick some times over the weekend. I waited around the whole long weekend and nothing, no call no person no luck. Still don't have internet so I called this morning and at 9 pm got a call back.

To add insult to injury when I told them I waited all weekend for someone to showup / phone me I was told "your wrong, no one would tell you that". After being accused of telling lies, the tech told me nonchalantly that they were following protocol and if I wanted better responce time I should not be with a third party like distibutel but a "major" company like shaw.

How do you stay in business telling clients to go to your competitor, its like they just don't care.

And here is the really funny part: I found out why my internet is down, Shaw came and unplugged it at the box (one person moved out and they unplugged 3 connections).

I am literally waiting for someone to plug it back in. Fun.


ADMIN: Numeric rating changed to 0 or "neutral" as this is a follow-up from a previous rating. Follow-ups/additional information is absolutely welcome, but so as not to skew ratings (positive or negative) please use neutral for follow-ups. (Yes, I will update the review page to reflect this)
-Marc

Sat, February 18, 2012

-1
My internet is down, therefore I call support. Wait on hold, I leave my number. An hour goes by, still no call back, therefore I call support. Wait on hold, many hours pass and at 7 pm they close.

So here I sit, without internet, no idea why I am without internet.
I use my phone's internet connection to troubleshoot.
The site tells me the network is up (is a binary indicator really useful in this situation?).

There seems to be no point in having a phone number that no one picks up. This company does not take this very seriously, every other ISP at least has some form of 24 hour support, but not Distributel. They might not even have any support at all, I could not tell you.

Sent from my phone since distributel does not answer theirs

We have a room full of bright-eyed and eager new hires who are excited to begin their training today. They will be armed with the tools and knowledge required to provide the level of service and support we have built our reputation on.

As much as I wish we could throw them on the phone right away, they will be ready in the coming weeks.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sat, February 18, 2012

-1

After searching for an ISP that would give me truly unlimited bandwidth, I did some research and pick Distributel for my Internet... Big mistake! 

The 17th comes and I'm really excited to finally have internet at my new apartment! The tech dude comes right on time, sets me up and tells me should kick on in 20mins. I feel like it is Christmas! The 20mins goes by... Nothing... Okok that's cool I'll just call them up and see what's going on. After 30 mins waiting to speak to someone I figure I'll just press one and enter my number and they will call me back. I do it and took them almost 3 hours to call me. I thought to myself they are probably busy but now I can see what is up and hopefully get my Internet. I was mistaken... The guy didn't want to help me at all just said I can't do anything for you and hung up. I then called the tech dude who came out, maybe he will know what to do! He expained to me he did all he needed to do and it is up to the ISP or my modem maybe broken. So I called again pressed 1 entered my number and waited. 3 hours later guess who calls?? It's the same dude who didn't want to talk to me last time! He tells me he remembers me and again can't do anything. I asked him to bring up my stuff and just do some modem tests or something. He pretends he does it (I know he pretended because there was no typing and he didn't even ask me question to bring up my account. He wasnt the nicest guy maybe he was having a bad day but shouldn't talk to his customers like they are stupid and I alway got the impression he just wanted to leave to whole time... But anywho basically at the end he said he can't do anything the day of installation but it should work at midnight. midnight rolls around and guess what?? That's right no dice. Ok, so I have to wait until tomorrow. It's tomorrow,  I call them pressed 1 again and all that jazz 2 hours later a dude calls. Does some tests and says he made a ticket and should work in two hours and he would call back to confirm in about 2 hours. 2 hours passes... No call.. I though Okok they are busy. 4 hours pass.. Ok time to call again. This time I hit up the billing department because I want to know the steps to canceling. Talked to a nice lady who transferred me to Ben. Ben is the man.  Expained to me that I will be credited for days not inservice but if I cancel i probably would not get a full refund even though I never had service. We had a nice chat just told me to hang in there because once all this is done I would have a killer Internet connection. I'm going to take his word for it. So im deciding not to cancel and wait it out... So far bad start distruibutel!!  What, should I quit my job!?! And wait by the computer and phone all day!? Getting bounced from people to people telling me they can help me? What happened to customer service!!!!!!! Ahhh! Sorry about that... Lost my composer... All the Built up frustration. 
I really felt it was Xmas morning and I ran down to see my tree with all the present below it! As I came running down to see nothing... Just an empty tree. I tell my mom and dad they say don't worry Santa is coming! 3 hours pass and no Santa.. Just wait abit longer! 3 hours later no Santa! Oh, don't worry son he will be here tomorrow!! Tomorrow cames I run down and guess what no presents! 

Guess what  son... There is no Santa! Christmas is ruined!! 

Can someone just give me Internet?
Please!
I got this new apartment with no Internet.

Someone just send the signal to my modem and provision it so I can let my iPhone charge. 
Your truly 
-frustrated new customer. 
No one should be given the run-around when calling in for support!

The issue you’re describing is related to the modem information we send to our provider for the activation of your service. We send the information at the time the order is submitted and the modem is mailed. This is to ensure “plug-and-play’ functionality out of the box.

If the information if missing or incorrectly transcribed, an update is sent to our provider to correct the information and usually takes 24-48 hours.

Please send me your account info and I’ll use it to put a stop to our customers receiving incorrect information.

Have no fear, Santa IS coming!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, February 17, 2012

-1
Became a distributel user not by choice (previously with 3web) and I must say Im extremely disappointment on what has transpired in the last 48 hrs. First its disappointing that an ISP has their tech support staff at 9am.

Second, the tech support individual must have been reading from a script. When I say your either DNS is having problems or Im being filtered by your network (close_waits and syn_sent messages suggest that)and when I explain that using VPN to connect to my office network and everything works - why must you come back and say that we dont support VPN.

2 straight days with issues and I have to wait til 9am?

Plan on saying au revoir to you and moving on.

Disappointing after 8+ years I need to move on.
Really?
While it is true that we don't support VPN connections, The agent should have moved on to troubleshooting your internet connection.

Please forward your account information to feedback@distributel.ca and it will be brought to the attention of our Technical Support Managers.

I will also arrange to have a senior agent contact you to identify and isolate the issue.

Our office opens at 8:30 Monday to Friday and 9:00 Saturday. I apologize if someone told you you had to wait until 9.

Daniel Brisson
Customer Relations Administrator

Thu, February 16, 2012

-1
Non-existent tech support. On hold for hours and hours and hours. Call back feature is basically useless since by the time they call back you are probably doing other things than babysitting your computer all day. Have I got some good news for you!

We have hired several technicians and they start their training on Tuesday morning. Our wait times will be a thing of the past in mere weeks!

With all kidding aside, the wait times have placed a strain on customers and employees alike and I apologize to you and everyone who has had to wait on hold. Please send me your account information and I will get you in touch with Technical Support.

Distributel hates to leave people hanging.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Thu, February 16, 2012

0
Thanks Daniel for taking that step, but honestly, you should be picking up the phone in tech support RIGHT NOW instead of reading reviews at CanadianISP.com. In a couple of weeks I will call tech support and then, only then, consider upgrading my rating.

ADMIN: Numeric rating changed to neutral, or zero: Multiple reviews (positive or negative) in the same day or short time span is not allowed (not fair); Comments unaltered, of course.
-Marc
As much as I would love to sit in the trenches with our awesome technical support team, it may do more harm than good.

I can, however, use my technical background to provide basic troubleshooting to identify and isolate any issues.

The offer is still there to get you in touch with technical support post-haste if you email your information to feedback@distributel.ca

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Mon, February 13, 2012

1
DSL Internet 6

For a fast and reliable DSL connection without having to commit to a fixed term contract, this is the service for you.

$36.95 per month. (starting at)
NEW SPEED!

Yep, got my new speed 2.49 mb/s download 0.81 mb/s upload. tie me to my chair before I get blown away..... joking apart, this is still a quicker way than Canada Post to send mail.. just!!
Welcome to Distributel!

As you may be aware, there are many factors that affect the speed of DSL internet service. If you have not done so already, please send an email to feedback@distributel.ca with your contact information so we may ensure that you are recieving the best possible speeds on your line.


Regards,

Andrew Ferrier
Customer Relations Administrator
feedback@distributel.ca

Tue, February 07, 2012

-1
Distributel is by far the worst company I have ever tried to do business with. On January 16, they tried to take money from my credit card for service I had never had. I sent an email to them and was told by Andrew Ferrier in an email Jan 26, 2012 There would be no more attempts to take money from my acct. Yet yesterday I got a threatening email from them saying if I didn't return there equipment by Feb 15 they would take $226. from my credit card acct. I have never received or signed for any equipment from them. Don't give them your credit card number. They will put you through HELL> The hardware return letter was sent in error. Andrew and myself have both confirmed there are no pending charges on your account and we have advised our Service Delivery department.

I apologize for any oversight.

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Sun, February 05, 2012

1
Sucks that for cable internet I needed a shaw tech to come. First time to first connect with distributel he did not show up. About a month after first being connected I encountered a routing issue. Distributel was very helpful and did their best to get my service back, but shaw was less than helpful. The day after the issue began, I received an automated call from shaw threatening my credit and telling me I still have a very large balance owing.($160)+. I called shaw to see what was going on as I was quite sure I was paid up with them. First I asked if the 50mbit + home phone deal I was on had still been honored as I was not on a contract for that promotion. She then transfered me to cancellations, where I waited over half an hour for a call back. It turns out when the first shaw tech came, the shaw hardware he took with him appeared to have not been returned, although now for some reason he could tell that it had been returned. I asked what I owed now, and I was told they will be sending me a cheque! (I cant remember how much either $60 or $100). The whole time Distributel was fighting with shaw to get a tech to my place, which after a week and a half they finally came on sunday afternoon and reconnected me at the pole. The issue started as a routing issue with Distributel and then I got that phone call from shaw and that day is when my internet stopped working entirely. Thanks for the horrible customer service and treatment shaw. Now to my actually useable unthrottled internet, Goodbye forever, Shaw!
BTW, that is not the first time shaw has disconnected me at the pole, last time I was a customer in good standing with them! Of course there was no problem getting a tech there in a day that time!
At this time, Distributel (and other resellers) must rely on the incumbents' "last mile" network to deliver our services to your home.

These incumbents are responsible for the connection and maintenance of the line. While it can sometimes take 48 hours for an update, no one should be left without service for over a week.

I'd love the chance to investigate if there was anything further we could have done to speed up the process. Please email your coordinates to feedback@distributel.ca and we will investigate.

Welcome to choice; Welcome to a world without limits!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Fri, February 03, 2012

1
I have been with Distributel for about 6 months now. I have always had great service, and only have had issues twice. On installation, the Rogers guy that came out had put the installation cords through a tree. It looked ridiculous, and of course it got taken down by someone (we're not sure who). Distributel apologized immensely, it was more comedic than anything for me. This wasn't directly Distributel's fault, of course. Recently I was sent a new modem, that I was asked to switch with my old one. Sure, I did that, but for some reason the modem had to be "authorized". After a call to customer service, and a very tedious hold time, the person I was speaking with let me know he had sent the issue to a senior manager, and it would be dealt with ASAP. He also would call me back and let me know when the issue was fixed. Two hours later my service is up and running. I have not received any phone call back but I am just glad I got this problem fixed in a timely manner. Besides these small issues, I have had excellent service with Distributel and will continue for many years. The price is awesome and I could never go with a company that caps. Who has ever heard of a cap on the internet?! Go Distributel! :) I'm sorry you weren't called when promised. We try to avoid these circumstances. Promises are made to be kept and I would love to address this with the departmental managers.

However, I am very glad to count you amongst the thousands of the satisfied members of the Distributel Family. Great feedback such as this make it all worthwhile!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, January 25, 2012

1
We switched from Bell to Distributel High-Speed Internet Service 15 MBPS package package in in November, 2011. We are located in Kitchener-Waterloo, Ontario

The installation took longer then with bell, but it was well worth the wait.

It has been AWESOME experience so far, faster speeds, faster downloads, no bandwidth cap, all at a better price point.

Highly recommend distributel to anyone, who is tired of extra charges for going over their badwidth limit caps.


NYThemes.com - Web Design Services
They always say "great things come to those who wait"

We've come along way since the congestion issues in your area last year and we're glad our upgrades weren't for naught.

Higher-than-advertised speeds for a great low price and no monthly bill surprises.

Please be sure to visit our website at http://www.distributel.ca February 1st for some great news regarding our Cable 15 package!

Daniel Brisson
Customer Relations Administrator
feedback@distributel.ca

Wed, January 18, 2012

1
I get *much* faster speeds than as promised, and they don't charge anything extra!!! Two thumbs up I'm glad you're loving the new speeds!

If you, or anyone else visiting this site, would like to share their experience with Distributel, or if you have any questions about any of our services, please email us at feedback@distributel.ca.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, January 18, 2012

1
I originally signed up with CIA, and have since moved into the Distributel fold. I have had great service, and prompt help on my issues. My local cable company initially provided the modem which I suspect had given us problems with our voip for many months now. However, Distributel took it upon themselves to ship us a brand new modem, n/c! Good thing too, as last night our connection went completely offline. 5 minutes after getting home from work, the new modem was in, and everything was back to normal. I've been tempted by lower pricing and higher speeds advertised by other isp's, but sticking with them due to good consistent service.
Thanks Distributel!
Thank YOU for your feedback!

We love helping customers get the best out of their package from long distance to VoIP to high speed DSL/Cable internet.

It's our pleasure to be of service!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Tue, January 17, 2012

1
I think that Distributel has the best prices anywhere and they strive for excellence in Customer Service. I am with Bell right now and have been with them for two years and I have regretted it. I have also been with Rogers and that was pure hell. My contract is up soon and I have already made arrangements to go with Distributel and I can hardly wait. Customer Service Representatives I told to were very helpful answered all my questions and it was a real joy to speak with them. Remember it is not Distributel making the delays if there is any it is Bell or Rogers technicians who are messing up! If anyone is thinking of getting internet go for the Cable it is better than DSL because I have had them both. I never got the speed I paid for with Bell (Fibe16) Distributel has worked very hard over the years to cement its reputation and its commitment to customer service excellence.

Reading positive reviews really makes it all worthwhile!

Thank you!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Tue, January 17, 2012

1
I'm a new customer to Distributel since October 2011. I've signed up for the Cable Internet 12. Most satisfied customers do not review their ISP, so I want to describe my current experience with Distributel.

Initial purchase experience was a little bit of a hiccup. I signed up for the service, but it took a while before Distributel to contact me (they said 24hrs, but it took over 2 days), not a big deal, but didn't start off on the right note. Afterward, the process was fairly straightforward. The rep was very friendly and addressed all of my questions. I had bad experiences with companies not being very transparent about their billing cycle, especially when the service is starting in the middle of the billing cycle. The customer rep was quite transparent with this respect, which I was very happy about.

Come installation day, I was a little bit worried since the modem took a while to arrive. It arrived the day before the installation date, which was cutting a little bit short since I almost had to cancel the installation appointment. However, the installation was generally quite smooth.

Once connected, the speed provided was great. I know Distributel advertised the internet speed as 12 MPS download with 512 KPS upload. I consistently get higher than that speed. My average download speed was 20 MPS with upload at about 0.8 MPS. There were times when the speed went as low as 4 MPS, but most of the time, it was quite fast.

Of the 3.5 months I'm currently with Distributel, I've had only 1 outage, which was fixed within a timely manner. In comparison with my parent's Rogers internet, this is much cheaper, more reliable, and better value. Overall, my experience has been quite positive, and I look forward to continue with Distributel for months to come.
Most customers will only take the time to post negative reviews and it's refreshing to see someone take the time to let us know we're doing a good job.

I'm sorry you weren't called in the promised time frame and would like to make sure it doesn't happen again.

We look forward to providing you with excellent service and support for months to come!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Thu, January 12, 2012

0
This is informational for people in B.C. (maybe Alberta)

First some background information and timelines.
December 31, 2011 Saturday
- Canceled Shaw (I am now completely big telecom free)

January 3, 2012. Tuesday
- Got hooked up with Distributel. Everything good so far.

January 9, 2012 Monday
- Everything was working fine in the morning, but when I got home no connection. The cable modem is blinking 'receive' so something must have happened during the day. Distributel network status says everything is okay. Time to call technical support. Trouble begins here; it's after 6pm (PST) so no technical support whatsoever. Funny thing is that the phone system option 3 doesn't say that it says wait or queue your call. So you'll either be waiting until 6am (PST) next day or never get a call back your choice. So I'll need to call tomorrow.

January 10, 2012, Tuesday
- @6am (PST) I call tech support again (yes, really, really early - I want to get this resolved). Tech support walks me through disconnecting the power for 4 minutes and reconnecting the power; a reset. Cable modem is still blinking 'receive' so the tech thinks that a Shaw technician disconnected me. Remember folks that the 'last mile' for you connection is still handled by the big telecoms. Tech support tells me that the shaw technicians are supposed tag the connection with some 'orange' sticker that indicates that the connection is for a third-party ISP. In other words, don't disconnect me. Tech support will need to setup an appointment with a Shaw technician. So I opt for January 11, 12, 13 during 4-8pm time slot. So expected time from 24-48 hours.

January 11, 2012 Wednesday
- @ ~10am, I get a call from Distributel saying that they have contacted Shaw support and the time slot I selected is not available, so I'll need to select different time slot for January 12-13. What happened to January 11th?
- @ ~11:30am, Distributel called to say they have setup an appointment with a Shaw technician for January 12, 2012 @ 8am-12pm

January 12, 2012 Thursday
- @ ~10:30am, Shaw technical shows up but he has the wrong access key. He says he'll be back.
- @ ~11:20am, Distributel calls to follow up. I tell the tech support what the technician said. Tech support says they'll leave the ticket open and call back tomorrow.
- @ ~ 3:30pm, Shaw Technican shows up and reconnects me. Everything working now.

A couple of points:
1) Main focus is eastern timezone
- Understandable since that is the majority of their revenue.
2) Customer service hours are not very good for the B.C.. (M-F 6am-6pm; Sat 6am-2pm)
- Don't know about other people but getting home before 6pm can be a stretch sometimes.
- You can wait a maximum of 12 hours before talking to someone on weekdays
- You can wait a maximum of 40 hours if something happens on Saturday
- I think it would be good if the hours could be adjusted to something like M-F 7am-7pm
3) Never try calling tech support outside of the above hours
- Distributel phone system needs to be fixed so option 3 says the same thing as option 2 outside of support hours. Basically "Office is closed."
4) Delay going from Distributel Technical support to Shaw Technical Support can cause more lag.
5) Time without internet ~ 4 days
6) Time until resolution (first contact with Distributel) ~3 days

Summary:
Overall Distributel is okay, but the turnaround time to get this resolved is dismal; 4 days without a broadband connection. If I didn't at least have my tether connection with my phone it would have been absolutely horrendous. Distributel customer support was excellent on the 11th and 12th. What happened to the call on the 10th? Did it fall into the support black hole? I did call at 6am(PST), so why did support wait +24 hours to tell me that the appointment slot was unavailable? Would I recommend Distributel? It is a qualified 'yes'. You need keep in mind the above points; mainly, turnaround time looks to be about 3-4 days and support hours are odd for the west coast.



Thank you for providing us with this feedback!

The issued described from January 9 was directly linked to a DSL and Dialup service outage that had been brought to our attention that day. This resulted in a higher-than-average wait for technical support. I will inquire about the possibility to put more detailed bulletins on the system in the future.

For future reference, our technical support hours are from 6:00 AM to 9:00 PM PST 7 days per week.

We will also be working with our provider in the western provinces to ensure a faster response time from them.
I would also love the chance to investigate your account to determine if the line was in fact pulled in error so we may ensure future safeguards against these types of unwarranted disconnections.

Please forward your information to feedback@distributel.ca.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, January 11, 2012

1
I've had Distributel Cable Internet for over a year now and the experience has been great! I'm currently on the 3mbps plan for $32/month but my speeds typically average well over 6mbps on any given day. I would definitely recommend them over any other provider. I love reading great feedback from our countless satisfied customers!

Spread the word! Join for the savings, stay for the service!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Sat, January 07, 2012

0
called distributel to see if available at my location. they said yes. so we order from them and then canceled our current internet provider. distibutel shipped us there modem and router. then on the day that our old internet is to get disconnected we receive a call from distributel saying that we cant get there internet now. now we are with out internet because distibutel doesn't even know there own service area. now we are stuck searching again for a provider thats not the rip offs of rogers or bell. that offers no data cap and is in my area.
what a let down
Distributel relies on two main tools for verifying service availability.

Please forward your account number or telephone number to feedback@distributel.ca and I will investigate if our tools are returning valid results. The final decision in terms of availability is reserved for our provider's network engineers.

It is never our intention to mislead our customers in such a way.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Thu, January 05, 2012

1
I cannot understand much of the negativity shown towards Distributel. I am a power user who has lived all across Canada and used various ISPs... from big to small. Distributel is easily the best provider in Canada right now. Their services are of superb value and the best bang for your buck. Way too many ISPs get away with overpricing and I am glad to give Distributel my business. I will say one last thing... Distributel has a dedicated team working for them. 100% Canadian and they value each and every customer the same. I simply love Distributel and the business-consumer relationship they have going on. I wish for the company to grow and become an even bigger competitor in this market! Your kind words mean a lot to Team Distributel!

We have worked very hard to cement our reputation as a force to be reckoned with to the incumbents and to offer Canadians what they deserve; Choice!

We will expand our offerings in the new year; please stay tuned to http://www.distributel.ca for details coming soon!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Fri, December 30, 2011

-1
I found them very ignorant. I was suppose to have full service Wednesday but to-day Friday nothing. They don't tell you they are in Ottawa, not BC, They don't tell you they send the equipment by mail. I wasted about 13 hours over 2 days, and when I tried to talk to them, they said it was my job to pick up the equipment at the post office. So much for there free insulation. They seem to be far more interested in taking your money than giving good service. 5 thumbs down. Distributel's residential call center is located in Ottawa; we do not have offices in British Columbia.
All of our equipment is sent via Canada Post and the delivery is generally scheduled a few days before installation.
The technician dispatched for the installation of your services is sent by our provider and they do not have a supply of our equipment on hand.

Please let me know if you were told otherwise.

Please forward your account details to feedback@distributel.ca and we will investigate the installation delay.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Fri, December 30, 2011

-1
My only advice to anyone thinking of Distributel, is to run a Google search for Distributel reviews. I guarantee you will be shocked at all the negative reviews on hundreds of different websites. No Company is immune to negative reviews.

We take all feedback seriously and take each review, good or bad, as a coaching opportunity so we can learn from our mistakes and adapt for the future.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Thu, December 22, 2011

-1
Seven days for a tech to come out? This is BS. I am totally without internet and home phone for the holidays. Great welcome for a new customer! How can you sell a service without the ability to support it in a timely manner? Nine consecutive days is not timely. It is quite disappointing as I was very optimistic about switching to Distributel. I have had only five days of full service (working internet and home phone) since I was connected on the ninth. Awesome. Seven days is excessive. Please forward your account info to feedback@distributel.ca and we'll see if we can bring that wait time down.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, December 21, 2011

-1
Ive been happy with this ISP . I've actually recomended and converted a few friends to switch.... Until recently ..Starting 6PM to 12PM, download speed goes down to 0.25 MBPS. I can hardly use the internet without it hanging on me. My IP's below. need help. Please fix. : ( I'd love the chance to get your speeds back to normal.
Please email us at feedback@distributel.ca with any identifying information (account number or telephone number). Please include when the problem started and Technical Support will contact you to identify and isolate the issue.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Sun, December 04, 2011

1
If you're looking to save a few dollars each month, Distributel could be for you. I still don't know how it can be so cheap for these fast speeds, but I won't be complaining. I have been with a lot of providers throughout Ontario but this one I want forever. Thank you for taking the time to let us know of your experience!

free installation, unlimited downloads and top-notch customer service. What more could you ask for in a telecommunications provider?

We're looking forward to a long, mutually satisfying relationship with you forever and ever.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, November 28, 2011

1
Thanks to Jason, Eric, Patrick & others I dealt with from the tech. support side of Distributel. I ran into a significant problem which kept me offline for almost two weeks (no IP could be assigned to me). To resolve this issue, Distributel were unable to do it themselves and had to escalate the matter to their carrier. My downtime was unfortunate but eventually a fix was applied, and I now have service again. Throughout my troubles, the guys at Distributel were clear & constant in their communications with the end-user. They want customers up & running ASAP and saw to it that the job was done. This went a long way for me and is why I have no interest in changing providers. I am really proud of how caring and kind the support is for this ISP! Thank you for this positive experience. Our Technical Support Team makes us all proud!

While downtime is sometimes unavoidable for any ISP, our technical support team really stepped up to the plate and took ownership of the issue.

Whether you’re a technical guru, or new to the wonderful world of high-speed internet, they are always ready, willing, and able to take the time to help you make the best of your Distributel experience.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Tue, November 22, 2011

1
After 5 years with Rogers and thousands (yes thousands!!) down the drain for mediocre, throttled & capped internet access added with overage fees which cost more than the internet itself...I decided I had had enough.

I decided to switch to an ISP (any ISP) with a reasonable speeds, a download cap in line with the age of HD Netflix, HD youtube, HD Hulu..even Facebook's got HD videos for a good portion of it's 800 million users!(bandwidth&censorship permitting ofcourse!)

I'd admit Teksavvy was my first option as that's what a friend recommended I use. Unfortunately they didn't have service in my area for cable and I wasn't sold on paying an extra 10 dollars to run a DSL dry loop that wouldn't enhance my internet usage one bit. So I opted to go for Distributel, its only been day 2 with them but so far I've had very impressive perfomance, superb download speeds above the advertised limits.

Using the internet feels so much more worthwhile when you're not thinking about CAPS and fees that will come back to bite you.

The internet hasn't felt this good in a long time!!

I'm keeping my fingers crossed...Hoping the service from Distributel stays this way!

Amazing stuff thus far......
Welcome to Distributel!

We've been working with our providers to ensure our customers are receiving the best service for the best price. There's a great piece of mind that comes with knowing that you never have to worry about extra fees or charges or having to monitor your bandwidth.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, November 21, 2011

-1
I have CIA (now Distributel)since 2007 and it was fair service for their price. It was until last Monday (Nov-7). On Tuesday I did call to Distributel about my internet and VoIP is down, and tech. support said that they have some problems with free IP addresses (Mississauga, GTA) , but it will be OK after cca 12 hours. On Thursday I did second call (internet is still down) and tech support said again it will be OK after 12 hours. Now is Monday Nov-21, and internet is still down. I don't care to call them again, I'm looking to switch somewhere else. Fortunately I have cell phone and 3G stick for my laptop, so it isn't disaster for me. If this post read someone from Distributel they have a chance to fix it for next couple days. I will update my post, by end of this week. Thank you for your feedback!

We have identified an issue in regards to how customer IP addresses were being assigned across the network. I have received notification that this has been resolved. However, it seems you're still being affected. Please forward your account information to feedback@distributel.ca and a member of the technical support team will assist in identifying and isolating any issues. In the meantime, please unplug the power cord from the back of the modem we've provided, wait 10 minutes and plug it back in. Try browsing again after a 2 minutes.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Fri, November 18, 2011

1
I've was with igs.net since 1995 which was conglomerated into 3web, and now into Distributel. Igs was always great to deal with when there were technical problems, but once cia/3web started up, the tech support became a total nightmare. It wasn't unusual to be placed on terminal hold for an hour waiting for an answer from tech support.

For the record though, that very rarely was needed. That much stayed consistent from the igs days.

Recently I've had to have service from the newly branded Distributel folks, and what an improvement! Response was SNAPPY. The problem was fixed within an hour (it was a Bell equipment failure issue).

Its good to have the old style service back!
Thanks for your feedback!

we take pride in providing the same level of customer service and support across all centers. We have been working closely with 3Web/CIA to ensure a smooth transition to Distributel.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Thu, November 03, 2011

-1
Distributel was a horrible internet provider but after a long hard battle did get my refund and back with roger may cost more but at least it works I apologize that we did not provide you with the level of service and customer support that we've built our reputation on.
Please forward me your account information and I will identify any areas for improvement to ensure we don't repeat the same mistakes.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Tue, November 01, 2011

-1
Don't get 3web/CIA/Distributel VoIP service. You'll get nothing but dropped calls, fast busy signals when placing calls and guess what? the person trying to call you won't be able to get through to you either. I've been contacting tech support every week for the past month to get an update... well there's still no update or ETA as to when the issue will be resolved! but maybe one day the network engineering/operations group will fix the issue. If you want unreliable and poor service then go with Distributel. It should not be taking this long to identify and isolate the issue.
Please forward your account information and I will investigate with technical support.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, October 31, 2011

1
After initial misfortunate, I got the offer for assist from Daniel Brisson "the Customer Relations Administrator",they dispatched the cable guy,he hooked up the cable,we connected the equipments,I called the tech support,the response was fast,tech support was very helpful and friendly,,& the internet work perfectly now.
thanks Daniel
Thanks for the feedback!

It would not have been possible without the help of the rest of Team Distributel.
From administration to technical support, our agents stepped up and took ownership of your account and got the job done!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Fri, October 28, 2011

-1
I signed up with Distributel,they charge me immediately,the technician was suppose to be here today (between 8-11 am) for installation,he did not show up.
I called back a few times,I talk to 3 different people after being for a long time on hold,finally they decided they will look into it and will let me know later,,nothing done yet ,my service with Bell is disconnected,& I got no service from Distributel,,I'm in no man's land now.I think their team is very weak,they don't know what the hell they are doing & they rely on Rogers for things ,briefly very disorganize & impotent .
Sorry to hear about your experience so far. Please email your account information to feedback@distributel.ca and we'll investigate the delay.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, October 26, 2011

1
The fastest internet I have ever used. Thanks for the feedback!

we're always looking for ways to give Canadians what they all deserve; fast, unlimited internet at a fair price.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, October 24, 2011

-1
Deliberately misleading advertisement. "Unlimited downloads" only on DSL.

Also, megabits/second is spelled wrong.
Distributel offers unlimited DSL and Cable in Ontario, Alberta and British Columbia as well as unlimited DSL in Quebec. Please let us know where the discrepancy was found (website, flyer, online advertisement, etc.)

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, October 24, 2011

1
There was some miscommunication along the way, but we are now up and running, and happy to have service. The rep who contacted us, Patrick, was very helpful and understanding. Thank you for your kind words. Patrick is a valuable member of Team Distributel! We love getting feedback for our agents.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, October 24, 2011

0
everything works fine but the e-mail account...for new customers they ask what you want it and the password to be, but it says incorrect username or password when I try logging in with it. Please ensure to log in with '@distributel.net' after your username. If you're still experiencing issues, please contact our Technical Support department at 310-1112.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, October 19, 2011

-1
Daniel Brisson won't reply to our emails and the call center has caused enough headaches. Please email your information to feedback@distributel.ca. Someone will contact you shortly.

Tue, October 18, 2011

-1
Idiots, from low level support all the way up to management. They promise and fail to deliver. Already the billing has started without me using the service... stay away. Distributel's billing begins the day of the scheduled installation. It is our policy to credit any account where the installation needs to be rescheduled. Please email me your identifying information and I'll investigate the delays and ensure the proper credits and compensation are applied.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Sun, October 16, 2011

-1
This company has treated us very poorly and we don't know what to do next.

When we placed an order for their Internet package, we requested DSL and the CS rep talked us into the Cable Internet because it is almost the same price. They gave us a date it would be hooked up; no one came to do it.

We called back to report this and were told by another CS rep it would have to be rescheduled; fair enough, but again no one showed up.

We called a third time frustrated as can be. A third and final CS rep told us that no technician will come around; our modem was sitting in the postal outlet for three weeks and we had no clue!

We picked it up after being told this and now it gets worse. In our home we have only laptops. We have no router because Bell Sympatico (our previous provider) offered wireless through their modems. We are forced to hardwire everything to this modem provided by Distributel, and it is disappointing to use our computers in one area of the home. We were very clear when placing our order and what we needed. They promised we would be wireless but stated nothing about needing a router.

We are considering shipping them back this modem and reordering the DSL package (I assume we would be wireless the way). But it's been such a run around for the entire month we don't want to keep going back and forth with these people.

Two thumbs down. I will be curious to see if the Distributel management suggest we buy ourselves a router, or actually help us come to a resolution here. We wanted to try out a new provider and have been let down in so many ways...
Distributel prides itself on providing clear and accurate information at the point of sale. Please email me your identifying info and I'll gladly dive into your account and investigate the issue thoroughly.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Sat, October 15, 2011

1
LOVE IT, so heres the story. i had rogers internet i was paying way to much for there internet especially to mnuch for an ISP with a CAP, so i called distributel and said hey i want home phone and the fast internet u have(15/1) they said ok we have a date for oct/21 which was 3 wks from the date, which was so far away but i still said ok, so 1 wk later the modems came, and 1 day after that they guy came and got everythign up and going 2 WEEKS EARLY :) so happy also extremely happy i pay for 15/1 and i get 31/1 double what i pay for amazing i live in london ontario i hope its like this for ever and just gets better, i hope they up date there speeds soon though :) thanks so much Distributel Thanks for sharing your experience!
We've recently upgraded the service in the London area and we're happy to report that the slow speeds issues have been resolved. Our provider has also been clearing out the backlog of orders and it look like we're back on schedule!
Distributel would like to thank you, and every customer for their patience during this time.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Sun, October 09, 2011

1
A follow up to my Sept 23rd comment. After the hardware upgrades that were performed in my area (St Thomas), the quality of service has improved greatly. Downloading at 3.1MB/sec which is well beyond the advertised speed. Even during peak hours throughput has improved considerably. It is a small price to pay having a few network issues as their company expands. Indie companies like these have even taken it upon themselves to represent their customers in political forums to PRESERVE our rights as consumers. Stick to Bell and Rogers Distributel. Keep it FAST, Keep it CHEAP, and Keep it UNLIMITED. Thanks for your feedback!

While we’re not immune to our share of bumps in the road, we will continue to expand our network and ensure its stability.
We will continue the fight on your behalf and on behalf of all consumers across this great country for what we all deserve; Unlimited Internet at a fair price!

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Thu, October 06, 2011

-1
Still didn't get internet and i'm already regretting choosing distributel ... First i called them and told them i want to be a client, they said a sales person will contact me .. no one did
tried again ... a sales person called me and when i asked a question he told me he'll call me back and again no call .. next day called back .. still no response .. i wrote an email to the sales team telling them what happend to me over the last couple of days till they contacted me ..
i paid and did everything i was told a technician will come to my house install the service ... no one ever showed .. then after weeks i get a modem ( not even wireless ) by mail. I plugged it in .. it didnt work
i called them waited for hours .. and each time they tell me your next on the technician list they will call you shortly ... nothing
then again from another number .. again your next and no call back for hours ... its been 2 days i'm the next person the technician will call .... I haven't got internet yet while my billing cycle started
i'm paying for internet i don't have ....
Distributel prides itself in providing the best customer service possible. The experience you've described does not reflect this. Please email me your identifying info and we'll work to make things right.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Thu, October 06, 2011

-1
I experience the same treatment as others below. The first night I was expecting the technician to arrive, never heard anything. I called the next morning and Distributel told me they did not have the unit number for my building. Why did the tech not call me that night to ask? They said it would be another 48 hours before someone could be sent out again, it has now been 72 hours without any communication from their end. I cannot keep cancelling my plans each night and waiting around for someone who isn't going to come. Why is this so difficult? I ordered Internet, was told when it could be installed and am now left hanging. Even if the tech does arrive, he NEEDS to phone me so I can allow him entry into the building. But I know with Bell or Rogers this would already be taken care of. I am so frustrated over my experience with this company, and was looking forward to trying them out. Great prices, awful service. Distributel relies on its provider for the initial installation for your service. If the appointment cannot be honored, it must be rescheduled. This can take anywhere from 2-5 business days. Please email me your contact info and we will make sure your installation gets completed without further delay.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, October 05, 2011

-1
Bad service, one month pass and still cable internet is not setup yet. No call back and constant lying. It is never our intention to leave anyone without service or clear answers. Please email me your identifying info and we'll investigate.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, October 03, 2011

-1
We called to order Internet service approximately two weeks ago, before moving to a new location. We thought it was a done deal and were given a day and approximate time a technician would be here to set it up. No one showed up or called to inform us why. Not impressed by this, and will be cancelling our order tomorrow morning. We take missed appointments very seriously.
I'd love the chance to investigate why the technician never arrived. Email me your identifying info and we'll get to the bottom of this.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Wed, September 28, 2011

0
I signed up with Distributel's Cable Internet 12 (was 10) in April 2011 after having been with Rogers for over 4 years. The install went well, customer service was very good with a couple of issues I experienced during initial setup. Everything was great for the first month - speed was above the 10mbs. In mid May I started having major issues with speed - regularly testing at 2 mbs and as low as under 1 mb during a number of days in June. These tests were during time periods ranging from 11:30pm to 1:30am - so not peak times. The speeds have gone back up but the major issue has been that from June to mid Sept the internet was reagularly going down two or three times per day for 2 to 4 hours per day minimum.

Numerous calls to Distributel & Rogers (I still have Rogers home phone - which was also affected) and 4 service visits later (Rogers technicians) it seems to finally now be resolved. They never really figured out the issue becuase it was "intermittent" and no one else in my area was affected). Since the phone was also affected a Distributel help desk agent suggested I just call Rogers myself because it was more likely I would get better service rather than Distributel calling Rogers. So for the 3 months of terrible service Distributel was likely none the wiser how bad my service has been. It appears things are working now - internet has not been down (that I know of) for the last 4 or 5 days. So I am hoping everything is resolved now. Note that in the 4 plus years while with Rogers the internet was down maybe twice for a couple of minutes. But Rogers is a real price gouger - so I will hang in for a bit longer. If I start experiencing problems again though I will have to switch to some other service. I work from home a few days a week and NEED the internet!
Wow! It sounds like your experience with us hasn’t been the greatest.

I’d love to review your account to identify any trends in your area and ensure the proper troubleshooting steps were taken by our Technical Support agents to identify the issue. Send me an email with your identifying info and we’ll look into what might have caused the issue.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Tue, September 27, 2011

0
After having issues with getting my service installed, and not the best of customer service, I was happy to see above average speeds from Distributel. It has been good with the exception of about a week where there where constant DNS errors, which the Tech support issue called me back on a Saturday to inform me was not an issue on my end, and was something they were working there best to try and fix. Again, my internet connection got better after a few days.

However it has been ABYSMAL for over a week, with download speeds averaging about 0.70 MBPS on a plan I am paying to receive 10MBPS. And the only thing I keep hearing from the tech support is that it is a Rogers Issue, and they have to wait for Rogers to fix it. I work in the service industry and simply stating it's not our fault, and there is nothing we can do about it is NOT an answer, it's an Excuse. There has been no contact from them to let me know of any kind of an update, or validation of a service issue. It seems to be a trend however to see 3rd party internet companies claim lack of fault and indifference to the plight of their customers so I can't say I'm surprised, nor that Distributel is alone.

Overall the service has been good, when it was operating properly, however there just seems to be too many issues too frequently to be able to recommend them.

I'm looking for a new ISP as of tomorrow, and would recommend that anyone considering Distributel call them and get some kind of track history for issues in your area to see if it suffers from my area's same issues.
We have confirmed with our provider that the necessary upgrades are scheduled to be in place by Friday, September 30th. We apologize to everyone affected. Please email me your account info and I'll make sure to keep you updated on the situation.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, September 26, 2011

-1
Horrible service. Stay away. Total waste of money. Tech support couldn't even provide support since the VOIP wouldn't stay connected long enough to have a conversation about the issues. They even had my cell number to call me back but NEVER did. I asked for a refund and they have refused. WORST service I have EVER had. Stay away! They have HUGE issues that they DO NOT resolve. We are always committed to providing quick and easy tech support. We never have the intention of leaving the customer without a stable phone service; however, some issues can be harder to solve and we always appreciate the customers patience. Refunds can be complex at times but we always factor in the customer experience as well as how long services weren't working. Refunds are approved on a customer-by-customer basis.

I would encourage you to provide your identifying details to feedback@distributel.ca so that I may look into the specifics of your account. I would be more than happy to facilitate a satisfactory resolution for you.

Daniel Brisson
Customer Relations Administrator

Mon, September 26, 2011

-1
IF YOU HAVE A COMPLAINT THAT DISTRIBUTEL WON'T RESOLVE, GO HERE.
If more people did this, then maybe they would take these comments seriously.

The Commissioner for Complaints for Telecommunications Services (CCTS) is an independent organization dedicated to working with you and your telecommunications service provider (TSP) to resolve complaints relating to your telecommunications services.

The best way to deal with a complaint about your service is to contact the service provider and try to resolve it directly. However, sometimes that just doesn’t work out. If you need help, we are here to assist you and the service provider to get the issue resolved. If possible, we will help you reach an amicable resolution acceptable to both you and the provider. If not, we will analyze the complaint and provide our views about the merits of your complaint and the best way to sort it out.

http://www.ccts-cprst.ca/en/


We encourage customers to contact us if any aspect of their service isn't to their liking. The Commissioner for Complaints for Telecommunications Services (CCTS) was put in place as a mediator for disputes between Telecommunications Providers and customers when a resolution provided is not satisfactory. We encourage everyone to read up their rights as a consumer

Daniel Brisson
Customer Relations Administrator

Sat, September 24, 2011

-1
I was originally with Rogers 3mb internet for some time before switching to Distributel DSL 5mb because of the Rogers 25gb cap. My family was getting only around 1-2mb during evening when we actually use the internet, which proved not to be enough bandwith for all 4 of us. So I switched to the Cable 10 and sadly enough I got the exact same bandwith - no more than 3mb. I called to make sure I wasn't by mistake on the Cable 3mb profile but I wasn't. I was simply told the evening's are peak hours. The problem is I work and sleep when the internet is actually at the speed i'm paying for. Actually even at 1:30am while I write this I am getting 2.5mb. It's unacceptable. Either the service is crap or Rogers is deliberately decreasing the quality of service of its wholesalers. When you go to the rogers speed test site, click on advanced after completing the test, you see the quality of service rated around 60% or less. This needs to be rectified. Thanks for your comments - I'm sure your experience with the speed must be frustrating and I would like to ask you to send me your identifying details so that we can investigate this with you further. The quality of service should not differ. It could be an issue with the device you are using, or there could be other factors: if you write to me at Amber.Hancock@Distributel.ca, and provide your identifying details, plus the MAC address on your modem, it would be appreciated.

Amber Hancock
Director of Administration

Sat, September 24, 2011

-1
It was good when I was 3web but after Distributel get it ,service is bad.
Not working for more than a week without any refund
I have a service 7.5 Mbps but real speed is usually under 1 Mbps.
forgot about Youtube with this gold 7.5 Mbps service !
I am trying to find a new ISP.
The speeds you're hitting aren't normal even during peak periods. Please email me your contact info and we'll investigate.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Fri, September 23, 2011

0
I have been with Distributel for 2 months now. I have had 2 evenings where there has been no service (the last being Sept 22nd) which of course is a trend that concerns me. On the up side download speeds for my area are generally higher then advertised.

Jeremy from St Thomas
Hi Jeremy,
If you send your identifying details to me, we can look into whether your two issues are a trend. We appreciate having this information since it allows us to investigate if it is an early warning sign of some kind of problem.
Glad to hear you're enjoying the speeds!
Write to me at Amber.Hancock@Distributel.ca.

Amber Hancock
Director of Administration

Fri, September 23, 2011

-1
We are with Distributel for a couple of months now and not very comfortable with the service, because we were without telephone and internet for several times, once for the whole weekend and if we are watching online movies, they are always stopping every few seconds, I don't know, if they don't have enough capacity or what. When calling, they are telling you they are working on the problems, but I am just about to go back to Bell or try somebody else. I'm not willing to pay that much and can't rely on the service. Hello and thanks for your feedback.
We would like to have you remain a Distributel customer - please send me your identifying details, such as name, phone number and address, and allow me to look into the issues you are experiencing.
We have Technical Support agents working all weekend and we would like to have the opportunity to improve your experience.
You can write to me at Amber.Hancock@Distributel.ca and let me know the best time to reach you at home.

Amber Hancock
Director of Administration

Mon, September 19, 2011

-1
Terrible Terrible service
The DSL internet service was working for two months and then decide to simply shut down my modems and leave without service. Had to wait for 2 hours to get a reliable tech guy who initiated my MAC address of the modem and allowed to use their "wonderful" service.
My final word: STAY AWAY
Save yourself some anguish and just stay away
Sorry to hear about those issues. This sounds like a unique situation and would love the chance to investigate your account to determine what happened to the modem. Please email me your contact info.

Regards,

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, September 12, 2011

1
I thought I'd share my experience. It is not that all doom and gloom. After reading all of the comments for Disributel I was a little hesitant to try them out. But, decided anyways. (I was too annoyed by Rogers since the introduction of the download caps. And that was years. For those that do not know: Rogers always had caps, even before officially stating it on their website. "Security department" anyone? And that is a way to limit competition - cable TV anyone?) Anyways, I was limited to the cable since my phone line would not hold anything beyond 512k. So I called in (BTW: all of my calls were answered in a reasonable times. Comparing to Rogers. And techs were more knowledgeable than Rogers guys. You would need to go to tech 3 with Rogers to make someone understand what a ping, dns, ipconfig, direct connection to the modem(ommiting router means)) got the install date, got the modem in the mail (very close to install date, which got me worried). Plugged in the modem - no connection. After couple of calls (I still had my Rogers for two more days) we figured out that whoever submitted the ticket to Rogers stated the wrong date to provision new modem (the date was not couple of days before Rogers goes dark, but the same date). OK, I was a little worried, but everything worked out well. Got my connection on the date promised (new date that is). So far connection wise: stable, a little slower than promised but good enough to keep me hooked. Other issues: my VOIP phone connection dropped once (on the date of install. BTW: This is not a Distributel VOIP phone.) Otherwise everything works well. So to sum things up: few bumps on the way but I am happy with the result (considering my love for Rogers as you've noticed).
Last bit that I was planning to call Distributel about: I have ordered Cable 10 and I am getting on average 7.5 download connection. Actually never got anything above 8.5 (just one time 8.5 in a last couple of days. this is not just plain words. I actually have speedtest logs to prove it).

Summary: I would strongly recommend this service even though I had some hoops to jump. They were minor considering the freedom I feel now.
It's great to hear you strongly recommend our service thus far. The average download connection you report is not typical and we would like to look into this for you. Please send your contact info to me, at your earliest convenience: Amber.Hancock@Distributel.ca.
Thanks for your positive feedback!

Amber Hancock
Director of Administration

Tue, September 06, 2011

0
I am going to be a new customer and I thought I'd post a comment here on my experience thus far.
I received a flyer in the mail and the offer was good so I called in to order. After waiting for 15 minutes on hold because agents were busy, I hung up. I figured the offer must be that good...
Called back again a few days later. Same thing, but I held for 20 minutes before hanging up this time.
Called the next day. All agents still busy, decided to leave a message this time. about 24 hours later I get the call.
I went through the setup, was told I have to pay x amount up front (small setup, prorated month and first month) before I can get an install date. I don't just give people my credit card info so I asked if I could pay through online banking. The rep said no... Then yes... Then no... Well I refused to give credit card info and I refused to call back because it's already taken 3 days to get through... The rep gave me an install date, I had an account # all I had to do was pay before I would get any service. fine.
I get a letter in the mail about a week later saying I have to pay an amount that was totally different than what the rep told me. That's fine, just let me call to confirm.
After my 16 minute wait, an agent gets on the line, I tell him my problem and he says 'you need billing for that' I almost begged him not to transfer me. I reluctantly agreed and he said the main hold is getting into the system, once I was in it wouldn't be that long. Well... after 20 min waiting for billing I hung up again.
My advice to people who aren't technically inclined... STAY AWAY! I don't personally mind the long holds and transferring because once i'm set up i'm self sufficient. If there is a problem I can fix it on my own. But if service and support are important to you, don't even bother with these guys. If there's an issue I want someone on the line today, not 24 hours later.

My advice to Distributel? Expand the FAQ on your site.
All I want to confirm is the conflicting amounts so I can pay you, and whether I can opt to receive an invoice then pay through online banking.

I'm with Teksavvy right now, and their customer service isn't much better, but at least I can shoot the accounting department an email and get a response within 24 hours.

I will comment on the install and service if I finally get set up.
Sorry to hear about your experience with Distributel so far.

We have recently identified a significant increase of calls in the last few of months and are training new agents as we speak to have them ready to answer your calls in the coming weeks

We can appreciate not wanting to give out your credit card over the phone. The initial payment can be processed through different methods such as Bank by Phone, Online Banking and Cheque or Money Order. I would like to have a look at your account so I can investigate the discrepancy in the amount of the payment. Please email me your account information so we can get this sorted out for you.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Tue, September 06, 2011

-1
I just want the service to work. for about a month now I keep having to reboot my modem & router on a daily basis because my telephone stops working, no dial tone, just dead. Was told to send an email with the numbers from my speedtest, no response. Called tonight at 7pm, left a call back number. Someone called me back at 7:20pm, was transfered to tech support. Left a call back number at that time. No call back, they are now closed. Thank you for your comment!
I can assure you that having to reboot your equipment daily is not normal. If you would like to forward me your contact information, I’ll have a member of our Technical Support team troubleshoot the issue with you.

We also have new agents being trained as we speak and we will have them ready to answer your calls in the coming weeks.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Mon, September 05, 2011

0
I'm thinking of changing my internet service provider and I'm considering Distributel. Are there still on-going technical issues with Distributel in the Toronto area? We're glad to hear you're considering Distributel services and we would be happy to help you with verifying service availability. We have recently expanded our network in the Greater Toronto Area to better serve our existing and potential customers. Please feel free to send me your address and contact information and I can determine if service is available for you.

Daniel Brisson
Customer Relations Administrator
daniel.brisson@distributel.ca

Fri, September 02, 2011

-1
One of the worst companies. I have been a loyal customer for more than 5 years! and referred many to them. But I recently moved to a new address and they had to change my account from cable to dsl. After few months they charged me $338 because they say i did not return the equipment, although i am still an existing customer and still using it!!!! the voice terminal and the UPS unit. when i called they said nothing can be done you should have returned the equipment and asked for new one!!!! i offered that i return the equipment now and they send me now ones just to go with this stupid process, they said it is too late you have to pay the 338 dollars!

Just one more thing: When i called to enquire about the $338 equipment charge the agent was so rude and hung up on me when i asked to speak to his supervisor.... very bad experience and customer service, STAY AWAY
We would appreciate having the opportunity to investigate this matter for you and establish what amounts are required to settle your account. Please send me your contact information and I will be happy to have this cleared up.

Amber Hancock
Amber.Hancock@Distributel.ca

Sun, August 21, 2011

-1
Well where do I begin , the service was OK , when it was up .. but it was never up , i got it and it was good for 2 days , then an outage for a week. I tolerated that and went about another week no problems , then another outage during which i called tech and they said "oh sorry but the lines are not stable , the estimated time to be up and normal is in 3 months" and thats when i cancelled and went back to rogers..btw this was around the times where london area got 3 snow days or so. I can understand your frustration as everyone expects at the minimum to have a reliable ISP that is up and running all of the time.

Distributel went through a rough period with Cable High Speed services in many Ontario areas in early 2011. We have since rectified this problem (spring 2011) and are now proud to brag about our stabilized and reliable system. Our engineering team has worked out the issues that happened in early 2011 and are confident with the new practices in place that this will not happen again.

I am sorry to hear that the situation forced you to decide on cancelling your services – but understand. I would encourage you to give us a second chance and provide us some follow up feedback!

Fri, August 19, 2011

0
Right now I am neutral, I haven't gotten the service installed yet but so far my experience hasn't been good.

Signed up for their cable 15 service to start Sep 2. Called Rogers to cancel service for Sep 2. Yesterday, Sep 18, I called Distributel and just asked when I should expect my modem, getting close to my start date. I knew something was wrong when the rep said "I will have to research this."

She then told me that they would not be able to start the service on Sep 2 and that Sep 8 would be the earliest. I said OK, not much I could do but that Rogers was going to cut my service on Sep 2. I said I would have to see if Rogers would delay the cutoff by a week. Rogers said no problem.

My concern is that no one bothered to call me to let me know that the install was going to be delayed a week. If I didn't call I would not have access for a week, plus I would need to have a tech show up because Rogers would have deactivated my cable internet access. Also my credit card has already been charged for a month service already and I don't even have their service yet!!

My brother initially signed up with Distributel, but the work order was never started, someone had forgotten to start one. He cancelled the non-existent work order and went with Teksavvy instead and has been very happy since leaving Rogers.

Distributel is only available in my city right now. I hope I didn't make a mistake. I will find out in about 3 weeks.
Seems like we definitely could have handled your order with a lot more care!

We have recently made changes in our system that will make the circle of communication between us and the customer happen much more quickly. My hope is that we will be able to quickly notify customers of any updates we have on their order or installation date/time. We will continue to encourage customers to provide us multiple methods of communication such as email addresses so we can get updates to them as quickly as possible.

I would be curious to see the details of your account and how/why everything happened the way you have described. Could you email me your identifying details so I could look into this?

Regards,

Steve Cameron
Manager of Quality & Training

Thu, August 18, 2011

1
So far excellent, setup was easy and quick, good customer service so far, constant speed, no issues so far, I’m happy I went with them. I was thinking of Teksavvy for cable internet but the setup fee and modem cost was too much compare to distributel, they offer free modem and no setup fee. I got the 3mbps service I'm glad to hear everything went smoothly and appreciate you taking the time to provide the forum your comments.

Regards,

Steve Cameron
Manager of Quality & Training

Tue, August 09, 2011

0
I am very disappointed with the tech service provided. Toniight all the lines are busy and I can't get through. I had Distributel installed August 3 rd and cannot get the wireless working correctly. They said it was my laptop, borrowed a friends same problem. It appears to be the router that is causing the problem because if I hook up directly to the modem everything works great. Very wierd situation but I need help to get this resolved. I havent had the phone line from Bell disconnect yet, almost afraid of what will happen. I had heard good things about Distriubel previously, so wonder what is going on. Until they straighten out their tech service I would not recommend changing to their service. If I knew what I know now, I would not have given them a try. Too bad I didn't see this page first. Our technical support department is committed in providing the best possible customer service as efficiently and quickly as possible. We are making strides in this direction and will continue to ensure this department is ready and able to assist our customers as quickly as possible.

The problem you have described in this post may be something we can help you with but may also be something you need to contact the router manufacturer about. Please email your identifying details to feedback@distributel.ca so I can get you in touch with a senior technical support member who can iron this out for you.

I would like the opportunity to change your last comment to "Glad I gave Distributel a shot at my business!"

Regards,

Steve Cameron
Manager of Quality & Training

Sun, August 07, 2011

-1
long waits for help and often tech has problems with fix
We are committed to lowering our technical support wait times and have nearly completed training new support staff for the phones. We will continue to monitor our technical support wait times and strive to provide the most efficient customer service.

In terms of your comment that the tech often has problems with the fix - could you email me and elaborate on this? If there is a particular area that our technicians are not fully trained on I would like to know so that we can improve that for next time.

Regards,

Steve Cameron
Manager of Quality & Training

Fri, July 22, 2011

-1
Signed up with them almost a year ago. Has been nothing but headaches with the connection. Every 15 minutes precisely our connection will disconnect, then reconnect. I contacted technical support, which is a nightmare I might add. They are rude, they don't seem to use proper English when describing what is wrong, or what they will do. They don't seem to have any clue whats going on.

I was told a supervisor would call me back, never happened. I was told they would fix the problem, never happened. I've even threatened to contact the BBB or go to sites like this and report their business to the public, they don't seem to care at all.

I got frustrated after they forwarded my tech support email to the company who made my router, without replying to it at all. The router company thought I sent them the email, but I have already been in contact with them and they told me the ISP is most likely the problem behind my disconnections, as all my router settings appear to be default and working.

I got so furious I told them to disconnect me and that I'd report them to the BBB. No response, but I was disconnected from their service withing 1 hour of sending that email.

This company is a joke, as far as I'm concerned, it's borderline criminal the way they deal with their customers.

I will never recommend this service to anyone, and I urge others to avoid this shoddy Internet service provider, spend the extra $10 a month and get something worth paying for.

As for the customer service person who was assigned to come here and pretend like I'm just a clueless and annoyed customer, I'd love to get into a conversation with you or your bosses about what's REALLY going on behind the scenes in your customer service department. I read that it is not outsourced, which is very surprising, as the agents take ZERO interest in providing top notch service for your customers. Overall, I'd say the professionalism is the biggest deterring factor, even more than the fact that your shoddy internet goes out constantly and is not stable.
I appreciate the time you have taken to provide us this valuable feedback illustrating the customer service you have received. I have forwarded your detailed feedback to our Technical Support manager so that he can review the comments you have made concerning the representatives within that department. It would be helpful if you could provide us with your accounting details so that we may look into the specific representatives you have dealt with.

If there is anything more that I could do or if you would like to speak about the details of your account please email using the address below.

Regards,

Steven Cameron
Quality & Training Manager
steve.cameron@distributel.ca

Mon, July 18, 2011

-1
I have been a distributel long distance customer for years and one year ago started on with Dial-up - I have spent more time on the phone with Tech support and waiting for tech support to call me back - sometimes hours per week! For sure at least monthly - there was even two months that one problem wasn't fixed until I threatened to leave! Recently didn't have internet usage for a week! Not ideal. Dial up service is pretty straight forward and for that reason alone you should be experiencing truly consistent service. Please email me your identifying details so that I can look into this for you and have it resolved immediately.

As for the other concern you mentioned regarding long technical support wait times, we understand this is a problem and are actively resolving this by training new technical support staff to join our team permanently. We can appreciate that time is money for our customers and will continue to make every effort to minimize any phone wait times.

Regards,

Steve Cameron
Quality & Training Manager
steve.cameron@distributel.ca

Sat, July 16, 2011

-1
I switched from Rogers to Distributel because of the caps (or lack thereof). I watch all of my movies online (iTunes or Netflix). I had a 60Gig cap with Rogers, and while I never exceeded it, I simply didn't like worrying that I'd go over.

So I switched to Distributel. The problem...during prime hours it's SLOW. My supposed 10mbps is all the way down at 1mpbs. Which means I can't download anything from iTunes...and HD content, forget it. Not a chance. It would take hours to download. Of course, their customer service wanted to 'troubleshoot' my router, like it's to blame (I will give Distributel top marks for calling me back, however).
I can't understand why you wouldn't be enjoying consistent speeds all of the time. If you send your identifying details to my email I could look into this further for you.

Regards,

Steve Cameron
Quality & Training Manager
steve.cameron@distributel.ca

Tue, July 12, 2011

-1
I am very disappointed in Distributel and they used to be great, prompt, helpful and friendly. Not now. The prices go up and the service goes down.

I have phone and high speed internet with Distributel and my phone has either been out or unreliable for at least 6 weeks. The phone will kick out in the middle of a call or not be on for days. The Internet seems to need to be reset every other day.

Others must be having the same problem because their service lines are very busy.

According to the person that I finally got on the phone, I can either have wireless, or I can have a phone. NOt both.

My router is a reliable D-Link N router. What changed? Why can't their phone service work with reliable routers?

In August, when I have some time to set things up, I think I am going to another ISP / phone provider.

Sue

I have called on my cellphone and the wait times are forever. They used to be prompt and helpful -- maybe they outsourced?

I apologize for the less-than-great service you have been receiving as of late. I am sure there is something that can be done with your connection as something must have changed on our side in the recent past that has negatively impacted your services. I received an email from you today and have forwarded it to the technical support manager to see what he can do to bring your services back to the greatness they were. There is no reason you shouldn’t be able to use your wireless connection AND talk on the phone. We will have this resolved promptly for you.

As for the comment regarding our long wait times - Distributel has identified an increase in call volume over the past few weeks. We are working on training new customer service and technical support representatives to handle this increase and are confident we will bring our wait times back down around 0 seconds. We do not outsource our call center.

I appreciate your feedback and hope to have the problems with your service resolved quickly.

Steven Cameron
Manager of Quality & Training

Mon, July 11, 2011

-1
Terrible customer service. I have attempted to contact technical support now 2 times, both times on hold for well over an hour. I finally gave up on Saturday and am ready to give up today. My apologies. Our technical support department have been flooded with phone calls over the past few days dealing with an abnormal combination of phone and Cable high speed service outages in large areas of Ontario.

All problems have since been rectified, but rest assured that the wait times you experienced are not normal time frames. On average our technical support team answer calls within 5 minutes.

Mon, July 11, 2011

-1
WORST SERVICE EVER!!!! OH WAIT, WHAT SERVICE???

IF YOU LIKE WASTING YOUR TIME, GO WITH THESE JOKERS!!!

I waited 2 weeks for the Bell tech to install. Took a day off work, waited at home from 9am to 5pm for the Bell tech to show up. No one ever showed up. Called Distributel, I was told to wait 3 more hours. No one showed. Called them again, again and again. And I am on the phone with them right now. They have no customer service skills. The individuals on the phone will mock you if you try to talk with a supervisor. The supervisors are just as helpful. If the call drops while they try to call you back, they won't redial. When confronted will lie. Supervisors are not interested in helping or care about customers. After hours wasted on the phone trying to figure out/ get a Bell technician to set up. I gave up.

Over all
EXTREMELY UNPROFESSIONAL!!!
TERRIBLE SERVICE!!!
WASTE OF TIME!!!

IF YOU LIKE TO GET FRUSTRATED AND STILL GET NOWHERE TRY THESE "providers"!!!
UPDATE (07/13/2011): I have since spoken with this customer and apologized for the customer experience he recieved. The customer has chosen to cancel and as a result will recieve a full refund and Distributel will pay to have the equipment sent back.

---------------------------------------

I can only imagine how frustrated you were to be writing up this response as you were speaking to the call center representative. At times there are delays in installing a customer’s service however these delays should be coupled with excellent customer service. There is no excuse for bad customer service.

If you could send me your identifying details I would be more than willing to look into your account and see if there is anything I can do clean things up. The email address you can use is feedback@distributel.ca

Regards,

Steven Cameron
Manager of Quality & Training

Tue, July 05, 2011

-1
HORRIBLE!!! DONT USE DISTRIBUTEL!! THEY HAVE NO CUSTOMER SERVICE WHATSOEVER!! I CANCELLED SERVICE DUE TO THEM CONSTANTLY CHARGING AN INVALID CC, AND THEN ACCORDING TO A TECHNICIAN "NO LONGER PROPERLY SERVICE MY AREA" 6 MONTHS AFTER CANCELLING MY SERVICE GOT A LETTER SAYING I OWED THEM $$$?!?! WHEN I TRIED TO SPEAK WITH A ACCOUNTS RECIEVABLE SUPERVISOR SHE ACTUALLY YELLED AT ME, USED PROFANITIES AND CALLED ME A LIAR!!! THE BEST THING YOU CAN DO FOR YOUR BUSINESS IS CUSTOMER SERVICE, AND I HAVE YET TO SEE A SHRED OF IT FROM DISTRIBUTEL!! I'm terribly sorry for the customer service experience you received. I would like the opportunity to rectify this situation and surpass your customer service expectations. Please send your identifying details to feedback@distributel.ca to my attention so that I can look into this matter.

Regards,

Steven Cameron
Manager of Quality & Training

Wed, June 29, 2011

0
How can you guy make mistake and I have to paid for these?
Set Up an Account for high-speed Cable confirm availability
Got told to Cancel Existing Service
By new connection day got no connection ask for call back two days later
Call back got told that unable to get Cable connection got offer For DSL
instead with the same Price , no thanks! ask for cancel the whole thing
yes? but can not get refund unless mail back modem and router OK ask for return mail box and tags oh no?
WE HAVE TO PAY FOR IT
What about the fee for re connection charge from previous provider

OH NO we have to pay for it

Totally unreasonable unprofessional Unreliable and no responsibility
Now I have to spend my time to mail and paid for the return

and don’t even know if I could get refund for the stupid charge that I have to paid
in the first place and add on top of that mailing charge
Request Solution

From: Steve Cameron
I apologize for our oversight in not being able to properly determine Cable High Speed availability at the point of sale at your address. We make every effort to check availability at the point of sale to avoid any costly delays such as yours. Unfortunately the circumstances here were completely out of our control. The Cable service should be available at your address but for various technical reasons it is not.



According to your account we have recently made arrangements to pay for your shipping costs up to $10 provided you send a receipt with your shipped package. Upon receiving the equipment we will test the equipment to ensure it is in working order and release a full credit for services rendered to your credit card immediately including the shipping refund. These credits can take between 2-3 business days to appear on your credit card.



Once again, I apologize for the oversight in Cable availability in your area and hope that we have rectified your concerns to the best of our ability.

WHAT ABOUT RE CONNETION CHARGE?
BAD BAD BAD!
This is a continuation of the previous post above.

I understand your frustration and assure you our intention wasn't to leave you without internet or having to pay a connection charge with another company. As I stated previously, we make every effort to verify Cable high speed availability prior to ordering the services with our clients. Very rarely are we wrong where Cable high speed availability is concerned. Unfortunately in your case we were informed after the ordering process that although Cable should be available in your area it was not, due to technical reasons. In light of this situation I am able to refund your account in full and pay to have the hardware sent back. As an alternative option we have DSL high speed internet as a comparable alternative in your area and can put your original fees towards that installation. This would negate having to pay connection charges with another company. Once again, I apologize for the mistake and hope that the proposed resolution is deemed satisfactory.

Tue, June 28, 2011

-1
asked for cable internet they said yes, they tell us to cancel the existing service set day for new conection received modem and router two weeks after they said
it their mistake co cable service only DSL, ask who would be reponsible for re conection charge
they said we have to pay for it our self and they even tell us to pay for mailing back modem and router so they can refund the stupid charge that they took in the begining
THESE PEPLES ARE BAD GET AWAY FROM THEM, NO REPONSIBLE AND UNRELIABLE

Wow! I'm really sorry to hear this. Could you send me your identifying details to feedback@distributel.ca so that I can look into your account and attempt to resolve this to your satisfaction?

I'm sure it was never the agent’s intention to put you in a position without internet. I'm sure we will be able to figure something out

Regards,

Steve Cameron
Manager of Quality & Training

UPDATE: Upon speaking with this customer I have determined that we were unable to know at the point of sale that the cable internet wouldn't be available. In addition, we will provide a full refund and pay to have the equipment shipped back to us. We have rectified all of the customers concerns.

-Steve Cameron

Thu, June 23, 2011

1
I was a Rogers Internet customer for years. Rogers was fine. Always connected. Never any problems. Would have stayed if they'd given me the previous 30% yearly discount rather than the current 20% off. 30 day cancelation notice required.

Called up Distributel and was immediately signed up. Didn't like the fact that they billed me immediately for the 30 days (still with Rogers) plus first month. I guess they don't want you to back out.

Anyways, 30 days later, I wake up early, switch the Rogers modem for the Distributel modem and ..... no internet. Apparently cable line still connected to Rogers. Called tech support and they tell me that they have until the end of the day to switch the service. Ok. Hang up. Within an hour, the internet starts working. Wireless Router connected fine.

Family can't tell the difference. Speed is normal. POP Email had been working already for 30 days. SMTP working now. Way cheaper, even factoring Rogers' discount. Free modem rental. Currently unlimited bandwidth.

Called customer service, they credited to me the 30 day non usage while still with Rogers.

Webmail is good. Still haven't figured out how to added email accounts or setup website. I think tech support only can do that. I haven't found any online account information website of any sort. So can't check usage or bills.

Happy to be with Distributel Internet. Wish they had home phone landlines. Don't want VOIP.
Glad you made the switch to Distributel and welcome aboard! I can tell you that Distributel will be making some policy changes very soon where we bill the customer from the point they start to use the service rather than the point they order the service. This will eliminate the need for calling in and asking for credits for the startup period.

In terms of the webmail service, simply log onto https://webmail.distributel.net and enter your email address (username@distributel.net) and password chosen at the point of sale and you will be able to use all of the features that webmail has to offer.

Finally, we are aware there are limitations to the “my account” features on our website and are working hard to introduce more self-serve features in the future such as viewing and paying your bill online.

Thank you very much for taking the time to share your feedback with us. I know you will continue to enjoy the services and please let us know if you have any other questions or feedback to share.

Steven Cameron
Manager of Quality & Training

Sat, June 18, 2011

-1
I regret to inform that distributel has an unprofessional and an unfriendly staff. I signed up with distributel hoping to get a good service but I was wrong. First of all my internet was cut off for no reason. I called regarding my issue and I was informed that my line was cut by rogers. Initially the agent said it should take less than 48 hours to resolve this. Then we called them after 2 days that how much more time will it take. They told that there is no time limit and they cannot give an exact time frame. Distributel's customer service agent was very rude and unprofessional at that time. I called Saturday to fix my account profile and billing and at that time too the person was talking very rudely to me and was not in a mood to resolve the problem instead he was putting all the blames on me. I did not expect such rude customer service agents in Canada as per my experience from my previous providers. I think after this incident I will switch back to my previous internet provider.
It is always our intention to be kind, courteous and helpful to all of our customers no matter what the issue. In dealing with other companies during the installation process it can get a little complicated at times when installation dates keep changing. However, this is no excuse for poor customer service.

My apologies for what has already happened. If you could send your identifying details to feedback@distributel.ca I will be sure to investigate this and respond promptly with a resolution.

Regards,
Steve Cameron
Manager of Quality and Training

Tue, June 14, 2011

1
No problems at all in Kingsville. High speeds up and down consistently. When I have called for something, it's been taken care of quickly. VoIP has been solid as well, other than the initial day it was set up but that was resolved quickly. I'm happy to hear that things are working to your satisfaction. Thanks for choosing Distributel and thank you for the positive feedback .

Amber Hancock

Fri, June 10, 2011

-1
I have the Home Phone only. The modem needs to be manually reset every 2-3 days! This means that without a warning, the phone stops working: does not receive calls. If you are able to determine this AND you are at home, you have to unplug-plug again the voice modem. If you want to call someone, you find out fast that the line is dead. But if you are not at home, and want the voicemail on your phone to answer, then you regret for subscribing to Distributel! This experience is not typical and we would like to have the chance to speak with you to investigate. If we were to also provide you with DSL or Cable Internet services, we would have better control over your Home Phone service (which is dependent on the Internet connection).
Please contact our Technical Support team at 1-877-810-2877.

You can also email me directly at amber.hancock@distributel.ca or call 613-237-7426.

Amber Hancock
Director of Administration

Fri, June 10, 2011

0
I have to admit, I was ready to sign up until I came across this webpage and with all the negative reviews, I'm a bit petrified now. I am currently with Bell and am tired of the prices going up - as it stands, Distributel would be about $30 cheaper every month BUT I work from my home and I need internet/phone quality every single day. I'm now worried enough to think twice. If someone could email me so that I can give my phone number/location to see if there are any issues with congestion or otherwise, I'd greatly appreciate it. I don't want to join only to post negative reviews. Bell/Sympatico has never let me down with quality, only with price, but I'd rather pay more if I am destined to be an unhappy customer with another provider. Hello,

We're glad to hear you're considering Distributel services and we would be happy to assist you with verifying commercial service availability. Please send me your contact details.

Amber Hancock
Amber.Hancock@Distributel.ca

Wed, June 08, 2011

-1
Service was bad when we first signed up with distributel, but after calling a few times it got better for about 3 months.
The past 5 weeks (since late April to now) it has been worse than ever. Phone cuts out, echoes like crazy (even with the new "compatible" phone), and completely dead about half the time - usually during the day.
This is affecting my ability to work from home, communications with my family out of province, and it's costing us MORE now because we end up having to use our own cell phones instead of our home phone for a lot of the phone calls, and we have to pay for that. Frankly we are very annoyed at this point.
If I have to call 911 using my home phone I'm in trouble - who knows if it will be working or not.
My husband talked to a technician yesterday (June 7) who said he was applying some type of "booster" to our line and the problem would be solved. NOT SOLVED. An hour ago we were cut off 3 times in a row when I was talking to my husband who was at home on the home phone. We talked for about 30 seconds and the home phone went dead. I called him back. The phone rang and rang and rang. I called home again, got a fast-busy signal (not regular busy). Then he called me back about 10 minutes later when the phone started working again. He had rebooted the whole system AGAIN. That call lasted about 20 seconds before it went DEAD AGAIN. Eventually we ended up talking on his cell phone (using up his minutes which are now nearly gone).
Cannot call distributel from the home phone because IT DOESN'T WORK HALF THE TIME. Tried calling from work, talked to a person who put me through to a technician where I sat on hold for 34 minutes. Left my cell # for them to call back, no call yet.
At this moment I'm looking at what other ISPs are available in our area. Completely annoyed.
I'm terribly sorry that you have been having so much trouble with our service. If you could send your identifying details to feedback@distributel.ca I will be sure to look into your account and resolve the problems with your service as soon as possible.

Distributel strives to provide superior telecommunication products with excellent customer service. If a problem arises we make it our personal mission to find a solution as quickly as possible. The wait times this customer experienced is not normal and I will be sure to look into the specifics of this situation to ensure this doesn't happen again. Moreover, with internet services there are many variables that can cause problems with a connection. Our engineers monitor our network constantly to ensure the best possible service is being provided to our customers. I am unsure what is causing the problems with this specific customer but I am sure we will be able to find a solution as soon as we can look into the situation.

Regards,

Steve Cameron
Manager of Quality

Wed, June 08, 2011

-1
We have signed up with Distributel on May 20 for their 10Mbit Internet service. The conclusion is: buyer beware with these smaller providers.

We paid around $80 for service until June 30 and activation fees. We were promised a technician on June 3rd between 5pm and 8pm to come install the service. The modem arrived fairly quickly after our initial call on May 20 but once June 3rd came around we spent an entire waiting for a technician that never came. Neither Distributel nor the technician called to announce any changes. We called Distributel around 8pm and were told that the technician was perhaps late and he would come before 10pm. Needless to say that 10pm went by and no technician came.

We called Distributel again on June 4th at 11am and were told that the issue will be investigated and that someone would get back to us. We were also told by customer service that our apartment already had signal and that all we needed to do is plug in the modem. We tried that but it was obvious there was no signal as the send/receive lights would not flicker on the modem. We then tried tech support. Apparently Distributel's tech line is monitored by regular people who just take your information and then have to PAGE a technician that will then call the customer back. I think you know where I am going with this: we did not receive a call back from a technician, nor did we receive a call back about our original issue about the technician not showing up.

They finally contacted us yesterday (June 7th) at which point they still had no conclusive answer as to why a technician hadn't come yet. At that point we requested a refund of our $80 since the time line was increasingly long (remember our initial call was on May 20). We were told that the $80 is non refundable because after all Distributel spent all this time on the phone with us. But of course all the time spent on the phone was a result of miscommunication and miscoordination on Distributel's part. We also asked to speak to a manager and we were told one would contact us tonight (June 8) before 7pm because we both had to go out after that time. It is now 9pm, we came back and saw a missed call from Distributel AFTER 7pm.

In any event, I am writing here because it seems management checks this feedback forum more often than they do their own customer service phone lines. Your business model is obviously not working...this whole business of broken promises and not calling customers back. Most serious companies resolve issues on the spot...I suggest you follow suite in order to keep more of your clientele happy.

Please contact us at 416-904-7995 to address this issue ASAP. If email is more convenient please feel free to contact us at abanica(at)gmail(dot)com

Thank you.
It sounds as though you have been through quite a bit trying to set up Internet services with us and I would like to help you complete your installation. First, I apologize for the delays in your service setup, there is no excuse for the delays you have experienced but I do want to offer some feedback to clarify the situation.

The normal set up period for our high speed internet services is 8 business days from the time of payment. With a long weekend at the end of May the install date originally agreed upon was June 3, 2011. Our first mistake was not facilitating your install flawlessly on the evening of June 3, 2011. Upon rescheduling the technician to go out we hit yet another mistake with the reschedule. There is no excuse for not being able to return your calls. As I stated in my previous post – this is not a normal Distributel experience. I am sincerely sorry that you have been put through this.

I have your identifying details and I will be sure to get someone who can help you in contact with you shortly today to discuss compensation and what we can do to get you connected properly!

Regards,

Steve Cameron
Manager of Quality

Sun, May 29, 2011

-1
worse service ever!!i was fine with Bell but the service was too expensive and so I switched to Distributel which has caused me a headache ever since. I have received 10 technicians from Bell and Distributel and they keep on throwing the ball to each other. apparently i'm too far from the server & unstable, but why was I ok with Bell?and why is the guy one street okay fine. then all of a sudden the service was fine, now after 4 months of it being ok this week;it started getting bad. Called tonight to explain to the awful customer service who understands zero english, that everything was fine until a week ago. Got another representative to call me back out of frustration and that guy told me it'll never get better and that this will always happen. Out of the blue my service will be awful. WOW what service. I'm so gone, no help at all, they didn't even want to call bell to verify if anything happened. They give up on me, I give up on them. it's over. my poor family has suffered enough. It sounds as though you've had a rough time and I wish to investigate this matter for you thoroughly to give you a clear answer about whether or not distance will be an issue for high speed service at your address, and to advise you what we can do to resolve your issues. Please send me your identifying details or feel free to call me; here is my contact info: amber.hancock@distributel.ca or 613-237-7426.

Mon, May 23, 2011

-1
Signed up for Distributel service back in September 2010, very bad decision. Both phone and internet were very unstable for a while. I was on the phone the first 5 months, signed up for 5M/500K got 1-2 MB/200KB. If two people access internet or one decides to download/upload, no one else could use the service. It affected my work and my kids ability to study on the internet. It was much worse than dial up.
After all adjustments, now I get 3 MB/350KB. It is way below Ontario average.
I suggested having the service switched to Cable but they did indicate that this is not an option in my area also other providers such as teksavvy do offer the service.
I had to apologize to my family every day because of the mess I got them into by switching my service to Distributel.
I'm terribly sorry that you haven't received the service you had requested. I would like the opportunity to rectify this for you. Please send your identifying details to feedback@distributel.ca so that we can look into the specifics of your account.

In terms of our DSL internet solutions we offer speeds up to 5M/500K and similar to other ISP's the speeds do vary by location. As well, the Cable high speed service availability varies by location.

Distributel is committed to offering the best possible telecommunication solutions to it's customers. Unlike most other ISP's we are always available to speak with our customers and will not stop until we have resolved a customer query. As I have said above, I would encourage anyone wanting specific information to contact us by phone (1-877-810-2877) or email (ottsales@distributel.ca)

Regards,
Steven Cameron
Manager of Quality & Training

Wed, May 11, 2011

1
Solid service - great speeds both up and down. As fast as Rogers services. Sure they had some growing pains when getting the cable service up and going, but what ISP doesn't. Happy with the service! Thanks for your feedback! It's always a great feeling to know that our customers are enjoying our services.

Thu, April 14, 2011

-1
DSL and Phone line stopped working a few days after activation. A technician couldn't solve the problem after a 2 hour visit. Despite that I still waited for it to work, but eventually I lost my patience and went with another provider. Called to cancel the account and get a refund of two months charges. A rep clearly said he WONT give me the refund. Absolutely disgusted.... We apologize for the problems you encountered while using our DSL and Phone services. It is always our intention to provide the best possible customer service and this clearly didn't happen in your case. I would be interested in looking into the specific problems you encountered with your account. I would also be willing to investigate why you didn't receive a refund of any sort. If you are willing, please send your identifying details to feedback@distributel.ca to the attention of Steve Cameron (Manager of Quality & Training). I would welcome the opportunity to look into what arrangements could be made for you.

Wed, April 06, 2011

1
cost to much In this growing telecom industry we understand that competition is fierce and consumers are always looking for the best value in service. Distributel has always been committed to providing internet and phone solutions at the best possible rate. I would encourage anyone to check out our website at www.distributel.ca for prices and promotions. As always we appreciate any feedback our customers may have.

Tue, March 29, 2011

1
Good connection at anytime! Great customer service and moreover, less expensive than the big players! Thank you for your feedback. It is always nice to hear that we can provide the kind of service our customers need.

Sat, March 19, 2011

-1
After submitting my review on December 13 (see below), I got feedback from Distributel and I've contacted them. They had called me a couple of days later and have told me what the issue was and that they were in the midst of upgrading their systems. I was told no later than February 28th should everything be up and running. Well, February 28th came and nothing happened. Speeds were very slow. I've called many times and what I usually get is "A technician will call you back" or "I will give you a call back within two days." No phone call have I received back EVER! Since then I went to cancel my services with them, and the day after my speeds and issues I've been having got fixed, this was closer to March 14th. Since then I decided to stay with Distributel only because my issues are now resolved.

This company has the worst customer service! Hold time of over 1 hour technical service and at the end of it they don't have an answer and they say they'll call back and never do. I don't know if the staffing is limited, but the service is horrible. If you are going to order service from them, confirm that there's not congestion in your area and pray to god that you won't have to call their customer support as there is NONE.

On a positive notel, after my first posting someone did get back me and worked out a deal where I got a discount on my service as I'm not receiving what I should be getting. So its nice to see that someone will work with you to resolve the issue.

Overall right now, my service for Internet and phone is excellent. Only took me 5 months to get it like this.
We apologize for the mistake in not following up with you. We take customer service and feedback from our customers very seriously. After having investigated the issue we have put measures in place to ensure our customers are followed up with as arranged.

We have since spoken with this customer and resolved the issue to his satisfaction. Distributel is pleased to report that all of the necessary upgrades to improve our service levels have been completed and the congestion issues have been resolved.

Wed, March 16, 2011

-1
Signed up on Feb 16. Canceled account on Mar 14.

The first warning flag should have come up when I hadn't gotten the modem two days before the activation date. After calling their service hotline, a representative told me that my account was canceled due to congestion issues in my area (London, Ontario). They stated that they tried to contact me for 3 days straight and then a week after that, but I never actually talked to anybody. My account wasn't actually canceled and my money wasn't refunded until I called in and asked the rep to cancel my account.

Since I wasn't informed that there were congestion issues in my area at the time I signed up for service, I strongly believe that there exists a disconnect between the sales department and the engineering department at Distributel.

The second warning flag that should have come up was when I found out that Distributel bought 3web a while back. 3web is the Discworld ISP: full of trolls and good for nothing.

This goes down as one of my worst experience with an ISP. Congratulations, Distributel. You suck.
Thank you for taking the time to submit your feedback. Distributel always welcomes constructive criticism. We would like to address your general concerns.

Installation of the Cable services can take upwards of ten business days once a customer's initial payment is received. In the uncommon event that a service area becomes congested during the installation process, the order is cancelled and the customer is contacted.

The account is cancelled once verbal or written contact with the account holder is achieved. This procedure is in place to ensure we have the opportunity to offer alternative services to the customer and make refund arrangements for any monies owed.

We hope this response has addressed your concern about the general process in this rare circumstance. However, we would appreciate the opportunity to address your concerns pertaining to the specific events of your account. Please e-mail your identifying details to ottsales@distributel.ca . Please include a date and time which is convenient for us to contact you.

We would also appreciate your feedback regarding your experience with 3Web. Should you wish to, please send a detailed e-mail to feedback@distributel.ca and your observations will be reviewed by management.

Thu, March 10, 2011

-1
i have been with this company for just over a year. There have been multiple problems. First, I could not get a FAX machine to work with the voip line. eventually the 3rd tech i spoke with solved that one. Next I could not access my Bell voicemail at the office from my home phone. none of the tech people ever figured that out. next there was a recurrent echo in the line; people complained about it. never did get that one fixed. Finally, the service has lately been crashing. this has now been going on for the past 2 weeks. my wife is on the phone and the line goes dead. my kids are on the internet and the feed dies. Five calls and i am still no further ahead with an answer. last night i called and was told i would get a call back from the techs before 10. no call back. i called from work and was told nothing could be done unless i was at home and a promise was made to call back at or after 9pm. a call back was never received. I find the customer service poor, spotty and unreliable. . you always go through two layers of people when you call for help and the layer you want to get to, the techs are usually not availabe. and they dont, as described above, call back. I am searching for another provider at present even considering going back to bell. cant handle the inconsistent unreliable service Complete customer satisfaction with regards to our services and customer service is our primary priority. Your business is very important to us and management would appreciate the opportunity to review the events on your account in order to address each of your concerns. Please send your identifying details to ottsales@distributel.ca. You can address your e-mail to Natasha Gordon. We will make every effort to correct this situation as quickly as possible.

Wed, March 09, 2011

-1
Too disorganized to run a proper business!

I signed up with distributel over 1 month in advance of my install data in London. I called back 8 days ago to re-verify their cable internet was still ok for me. Was told the modem would be mailed to me.

They cancelled my service request(phoned since I hadn't received the modem in the mail) without telling me (by phone or email) leaving my household without internet for atleast 1 week. No apology offered.
They don't seem to be able to run their business well. Avoid them.
Please accept our apology for the inconvenience you have experienced. We appreciate the feedback and we would be interested in investigating why your account was not handled well. If you could please send your identifying details to Amber.Hancock@Distributel.ca, we will look into this for you.

Mon, February 07, 2011

-1
unparallel customer service in terms of false promise. Worst customer support. Please contact us at your earliest convenience and allow us the chance to look into your experience with our service/support, using Ottsales@distributel.ca. We would like to clear up anything that has caused this feedback about Distributel.

Sat, February 05, 2011

1
Distributel has been easy to deal with, responsive to minor issues that I've experienced. Downloads are unlimited. You do have to call them to change some setting if you're planning on using Xbox Live though. Thanks for the nice feedback. If you have a suggestion on how we could make your experience more positive, we would welcome it.
Amber Hancock

Tue, February 01, 2011

1
Personal service... no hiccups Thank you for your comments! We are committed to giving customers the personal touch and we welcome any feedback or suggestions.

Tue, December 21, 2010

-1
This provider is the worst provider i ever dealed with. I signed up for the High Speed Internet. Charged $145 for installation and first month serive. The internet has been down every day. i contacted the tech support no one return my call. Will cancel my service with this provider.. this is a piece of $hit. Stay away from this provider if u can. Please contact us by emailing ottsales@distributel.ca and allow us the opportunity to attempt to correct this situation by having you speak to one of our technicians. Your business is important to us. You can address your email to Amber Hancock.

Wed, December 15, 2010

-1
Slow service slow customer care slow tech support they do not care about there customers on hold for billing for almost 1 hour!!!!! stay clear of there guys you will or you will be very disappointed! Customer service has always been our number one priority at Distributel. Company changes are currently underway to help accommodate the substantial increase of subscribers we have experienced recently. We are confident that in no time, our customer service will be returned to the level our long standing customers have grown accustomed to and our new customers expect.

If you are still experiencing issues with your service(s), please contact me at ottsales@distributel.ca with your name and telephone number. Address your e-mail to the attention of Natasha Gordon and I will look in to any problems you are having immediately.

Mon, December 13, 2010

-1
Speeds of 0.5MBps Down/Up. Was told its due to their network. Won't be able to fix it till February. Its November that I got this service. Terrible customer service as they never get back to you! Distributel values customer feedback, whether negative or positive. Rest assured, we are aware of the issue. A substantial increase in subscribers has caused congestion on the network resulting in decreased Cable Internet speeds. We are working diligently towards a permanent resolution. Scheduled upgrades to our network have been completed and will continue to occur. With these upgrades, customers can expect increased network capacity and service stability. A list of scheduled upgrades can be requested at the contact information below.

We have several shot-term options for our customers experiencing these speed issues. Please send your identifying details to us, using ottsales@distributel.ca and allow us to look in to what arrangements can be made for you. You can address your e-mail to Natasha Gordon. We will make every effort to respond to you as quickly as possible.

We appreciate your business and look forward to exceeding your expectations regarding the Internet service delivery and level of customer service.

Sat, December 11, 2010

-1
The service has deteriorated in the last couple of months to the point that it is not usable anymore. We would like to resolve any service issues you may be experiecing. Please provide me with your name and telephone number and I will immediately investigate your complaint. You can write to me at ottsales@distributel.ca to the attention of Natasha Gordon.

Fri, December 03, 2010

-1
Worst service I have ever experienced. Disaster! Is not recommended if you want to avid problems. Is not what they promis you on sale at all. Nobody is responsible for nothing. Don't waste your time as happend to me Hello,
It sounds as though you have had a bad experience and I would like to take steps to correct this. Please send your identifying details to us, using ottsales@distributel.ca and allow us to look into your complaint. You can address your e-mail to Amber Hancock.

Wed, December 01, 2010

-1
signed up with them for high speed(upto 6 Mbs)and home phone about two months ago after reading good reviews online.paid the two months in advance.Constant problems. Internet was so bad-couldn't even view a youtube video.Phone service also like the internet_Terrible.
Spent hours on the telephone-nothing got resolved.
Finally called tonight to cancel.
Paid for nothing for two months-dont expect a refund thoug
Your business is important to us and we would like the opportunity to get this resolved for you. You can write to me at ottsales@distributel.ca to the attention of Amber Hancock. If a credit is in order, we are open to negotiating.

Mon, November 15, 2010

-1
As of Friday Nov 12, Dsitributels service has been down for FOUR DAYS.

If I can't get compensation for this in terms of months of free service I'm looking else where..
Please let me know your name and phone number and I will look into the problem you are having immediately. We would like to resolve this for you. You can write to me at ottsales@distributel.ca to the attention of Amber Hancock.

Sat, November 06, 2010

-1
The service has failed at least ten times in the past couple of months. My non-distributel VoIP only works for a few minutes before the other person can't hear me anymore. It's a pain. Hello! Thanks for letting us know there is an issue. Please allow me to have someone look at your account by writing to ottsales@distributel.ca with your identifying details. You can address your e-mail to Amber Hancock.

Tue, September 28, 2010

1
I've been a distributel customer for years with their LD plans. Always helpful on the phone, their customer service people have been a pleasure to deal with. Thank you very much for your kind words and for your patronage. We are happy to hear or read feedback about how we are doing.

Mon, August 23, 2010

-1
I wanted to suspend my service for a one year contract during the summer months and the person I talked to back in April said it would /*only*/ cost me 7$/month for the months I didn't want the service nothing more. Well when I called Distributel last week to restore the service they asked 50.00 for the reconnection fees. Bottom line - don't trust any representative on the phone. Always ask for a written confirmation. Be assured that when we had been informed about the nature of this complaint, we contacted the customer immediately to clarify the situation. We apologize for this misunderstanding concerning these fees.

For a 7$ monthly fee Distributel proposes a service to their customers that allow them to access their voice mail and reserve their phone number during the suspension of their service. When the customer wants to reconnect his services, activation fees will be charged.

We will not charge any fees for the termination of this contract and no reimbursement will be done on this account because the customer never had to pay for these fees. We have confirmed our decision during our last conversation on the September 3rd.

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