Canadian ISP internet service provider locator logo                Comments for CIK Telecom INC

Date Rating Location Comment ISP Response/Comment

Wed, March 26, 2014

-1 Ottawa,
ON
Signed up for the service in September 2013, cancelled under their 30 day warranty policy due to poor transfer speeds compared to what I was paying for. I just received the refund today March 26 2014. Totally forgot about it. Just showed up on my credit card and I realized that it was the refund. Beware of this company. Our standard refund time from receive the hardware till refund complete is about 4-6 weeks due to several depertments involved. For customers not receive refunds over 6 weeks, can escalate by contacting customer service which will be sent to quick refund which should be done within 1 week.

I'm not sure why in your case it took so long to get refund but we finished our commitment of 30 days warranty and also refunded you as our commitment.

Also I guess CIK is the only ISP in Canada providing such 30 days warranty and harfware life warranty. As we already have over 86,000 customers now and it is till keeping increasing 2000-3000 customers per month.

I could not comment your speed as it is depending on each site and situation.

Anyway, I guess we still have a lot of things to improve as we are getting bigger and bigger.

CEO.
Jordan

Sun, March 23, 2014

-1 Mississauga,
ON
I feel extremely dis-satisfactory with the CIK.
First of all they arrange some rogers technician, left some box of router in my home, and that's all their installation.
Then, their internet is extremely slow and with frequent disconnection;
their TV is slow and unstable, the remote of TV can jump channels by itself.
Internet phone is very unstable, many of my friends complain for disconnection, noise, unstable during calls with me.

Very regret to trust CIK. Repeatedly called and complain to CIK, asked for partial refund to terminate 1-year contract, got a straight "NO WAY".
Asked for clarification of what service quality the ISP is looking for, their rep (Chinese lady named Catherine )never give straight response. Asked for a record showing how much time spending on calling tech support, no result.

VERY BAD, period.
I understand you have some issues. It looks like you have some understanding. 1st We rent the cable from Rogers and we sent Rogers tech to visit to test signal and the Rogers tech would not leave any router/modem. What you mentioned would not happen. All companies using ROgers/Bell as local loop is the same. 2nd, we have over 85,000 customers in Canada, and everyday over 100 new installation, if you have any issue, you should call our 7x24 support and if issue not solved within 48 hours, you can escalate to our customer relation manager Jack.don@ciktel.com with the trouble ticket number. There are over almost 30%-50% Chinese in Canada using our service, if our service is so bad as you said, how could be possible? Our support is the most efficient in Canada. So please report the issue and we will follow up with you.

Thanks for using CIK.
Jordan
CEO

Sun, March 02, 2014

-1 Mark ham,
ON
This ISP is horrible. I signed up for the phone + 15mb FTTN + tv bundle. The monthly cost is 39.99, but I chose to prepay for one year. This is a big mistake.

My service was activated on feb 1st. For the next 3 days, the phone service was not working completely. Every time I called the customer service, my phone would work for the next little while.

I also have the pay as you go long distance. That doesn't work either!! Again, if I call the customer service and complain, it will work for the next little while.

Local phone voice quality is horrible. TV service is always buffering. Internet that was supposed to be at 15MB is really 6MB on average.

Folks, do not get that 39.99 DSL bundle plan that's advertised on their website now. I am feeling the pain right now. The worst thing is the rep told me I can't even cancel because I prepaid. Everything people said on this forum is true. The phone voice quality is horrible. It will only work as it should if you call their customer service and complain. Even after thAt, your service will work for the next 2 days if you are lucky.
Dear Friend:
Could you pls send your ticket number to our customer relation department jack.don@ciktel.com to look at your issue? The phone is built-in in our 3 IN 1 device, there is no reason it would only work a while then stop working, as it is a 3 IN 1 device, so as long as your internet working, phone should be working. If the voice quality of the phone is bad, it must be related to huge internet usage, but we would give you advice. When you select prepay 1 year plan, it is contract and we gave you some discount and also even for your contract, we have 30 days warranty. so pls send your ticket number to jack.don@ciktel.com. we will get senior tech to analyze your issue quickly.

Jordan
CEO

Sun, February 09, 2014

-1 Richmond,
BC
I am located in Richmond, BC. I saw the promotion from CIK for cable internet service for $29.99. I thought it was a pretty good deal so I decided to take the jump and switch isp. Big mistake.

I was scheduled to switch to CIK on Feb 6, 2014. I was charged $39.99 for installation even though no technician came. I received an email saying that all I had to do was switch to the cable modem (Motorola SB5101) that CIK gave me. As a side note, iTalkBB only charges $19.99 for a switch fee if you are currently with Shaw so I don't understand why CIK charges that much for an installation where no technician need to go to your residence. But that's another story.

I didn't get to switch the modem until Feb 7th because I was away on a business trip that week. When I plugged in the new modem, the lights flashed for a split second and then all the lights go off. Not even the standby light was lit. So I called the hotline. Got a customer support who only spoke Mandarin. I explained the situation to her and she said the problem was probably I got a wrong power plug. The plug's output was 12V - 3000mA. She said I should have a plug with an output of 1.5A. I was a bit upset at how such an error could have occurred; aren't the modem a standard issue to all new customers? Shouldn't they be all the same? She couldn't really explain how the error could have happened but she told me to call back next morning.

So, I called back the next morning and got in touch with technical support. Again the support could only speak Mandarin. I told her of my situation and she told me I can take the power cord to the Richmond office on Monday and exchange for a proper power cord. The problem was that I *needed* to have internet on the weekend. I work in IT and sometimes I remotely connect to my office to do work. I needed to remote in to my office that weekend to finish up something before Monday. I didn't think I would run into this problem.

I explained my situation to her that I really need to get on the internet that weekend. She told me that the Richmond is closed on the weekend. I asked her, if it was possible for her to contact someone in the Richmond office and just go to the office and make the exchange. She said sorry, the office is closed and she couldn't contact anyone in the Richmond office. I will need to wait till Monday. What she didn't realize was that Monday was a public holiday (Family Day) in BC so the office wouldn't open till Tuesday.

She said she was sorry and she would give me credit for the days I don't have internet and she would offer me a 600 minute long distance calling card, which I have no use for. I told her that really doesn't help as I stressed to her I really needed internet on the weekend. Finally, she said I can go out and get a power plug. She said CIK would reimburse me as long as it is under $10. I told her I cannot guarantee that I can get a power plug under $10 and she replied that I should be able to get a power cord for under $10 at any electronic stores. She had no idea what kind of electronic stores are available in Richmond but she seemed to think the pricing at wherever she was located also applied to the market in Richmond. All she had to do was look at the website, futureshop.ca, and see if she could find a plug for under $10. I thought to myself that CIK is really really cheap to nickel and dime me for a power cord.

Finally, I got really fed up and I told her I wanted to cancel my service. She said alright and she would arrange for someone to call me regarding the cancellation. I had to call Shaw to extend my internet service for another two weeks so that I can get internet immediately and to give me time to look for another isp.

CIK's slogan of "customer is king" is a total joke. I was going to refer my mother to this isp as she wants to switch too. Instead, I will tell her to stay away from CIK. I strongly recommend against this isp.
Sorry for the inconvenience caused, apparently there are some misunderstanding there, I would suggest you contact our customer relation department manager Jack.don@ciktel.com to look at your issue and I will try to give you some of comments here.
1. Regarding cable transfer, it is very hard to compare price between different companies. Our monthly service is around 10-20$ cheaper per month, for activation fee, it is not only transfer from shaw, there is also other cost like shipping etc, Shaw charge transfer around 20$, and new activation 78$, for us, we just make it simple same price.
2)For the issue you have, in the package, there is a hotline number for activation date, you can call between 8:00-5:00pm Mon-Friday to get instant support for activation date. If you have problem on the activation date you need to contact that number during Mon-Friday.
3) our customer service in Cantonese and Mandarin is 7x24 hours, but Richmond is our regional office for west coast, it is closed for weekend.
4)Due to we have over 300 employees serving customers, it is very hard to reach specific employees in Richmond office. But we do have plan to add 3 retail stores in Vancouver this year to provide 7 days service.
5) we have average over 100-200 new customers per day, and there are always some kinds of issues for new installation for about 5-10% new customers, normally we would need about 48 hours for issues to be solved as we depends on Shaw for local cable line. So pls expect about 48 hours time to fix issue.

I apologize for the inconvenience caused and we are always trying our best as possible to help our customers. that is how we have around 90,000 customers now and every month around 2000-3000 new customers joining us.

If you have difficulty which customer service not able to help you as regular support or issue not solved within 48 hours, I recommend you contacting our customer relation department Jack.don@ciktel.com with your trouble ticket number, we would like to help you as possible.

Jordan
CEO

Sat, February 08, 2014

-1 Montreal,
QC
So I've been an Acanac user for may years, never had any issues but decided to switch to CIK for their 15mbps internet, home home and cable service because of slightly better price. My annual contract with Acanac ended on February 1st and I called CIK in the 2nd week of January to change my service. During the initial calls, everything was perfect, ok customer service (it was hard getting a representative who speaks english). When end of January came around, I set Jan 31st as the day they will come to install my modem and everything else. On January 30th I called just to confirm, and they told me no one will be coming the following day, at that time I was stupefied, my internet service with Acanac ends the day after and they will not come to install my new service. Apparently, they have to email (yes I said email) Videotron (I live in Montreal) to have Videotron send a technician to install my service. Those retards at CIK forgot to mention when i set the January 31st as my installation date that its only the day they will send a email to Videotron to request an installation. So after an hour of shouting to multiple morons, all of whom couldn't do anything, I hung up in frustration. For the next week, I didn't have cable TV, didn't have a residential phone service and worse of all I work from home and didn't have internet. I called them every day on multiple occasions and it was always the same story, "We emailed Videotron, we don't know when they will come to install your service, they haven't responded yet, would you like us to CC you the emails we sent?" How would me seeing the email you sent help my situation? Can't you call them? You're a telecom company I sure hope to god you have a working phone!?! Those fucking morons wasted so much time of mine and I spent an entire week either tethering from my phone or having to go to a coffee shop to work (really not practical). In the end, i just ended up calling videotron and got their service, which they came the next day to install. Oh, also they made me transfer my residential number to them and now i can't have it back, I've had the same residential number for over 10 years and now I've lost that too. TL;DR: IF YOU'RE THINKING OF USING CIK'S SERVICE, MAKE SURE TO CALL THEM ABOUT 2 YEARS AHEAD OF TIME JUST SO THEY CAN SET UP AN INSTALLATION DAY. ALSO LEARNING CHINESE OR TAMIL WOULD MAKE USING THEIR SERVICE ALOT EASIER Could you pls provide us your order number so that we can look into it. We have average 100-200 new activation per day, and overall close to 90,000 customers. We are not bad as you thought. Pls email to jack.don@ciktel.com, we will investigate what happened for your case.

Sorry about inconvenience.

Jordan
CEO

Sat, February 08, 2014

-1 Toronto,
ON
Bad:
- Frequent disconnection to DNS
- Unable to fix any issues even internet was down for 3 days.
- Technicians are not very helpful. Never fix the problem for us.
- Can't communicate with English very well
- Cant stick to their 48hr promise.

ps The music they play on their hotline is terrible

Good:
- people are nice.
- Price is good.
- Speed is stable but when things get bad, it gets REALLY BAD.
Could you pls pass your ticket number to our customer relation department jack.don@ciktel.com and he will follow up for you. Majority of issue solved within 48 hours, but if lack of enough information, it might take longer. I think your issue is not disconnection to DNS, so we would need more information. If you send ticket to jack, he will reply you quickly.

Jordan
CEO

Tue, January 14, 2014

-1 Toronto,
ON
This employee of this company is irresponsible at all!!!! We paid $75 to upgrade our speed to 15MB from 6MB. The technical person came to change the modom, but our speed is still 6MB after six days. We called 7 times with different person, they are asking us to test the speed in a speed test website every hour for 5 times. We did! Called them, they said that's not enough, have to test with a cable line. We did!! Called them again, they said, that's no enough, have to get a telephone to test and we do not have a phone. They said why don't you borrow one from your friends. What ???!!! You leave all the testing work to your customers !!! Who is the king, customer is not. Your employee is King!! Then they said it is a technical difficulty and they will call back to me in 1 hour. Then 3 days past, no one called me at all!! I called back several times, they still lie that someone will call me in an hour!! I wait hours hours no one called!! Sorry to hear you have some issues as CIK customer but what you mentioned are not correct: 1) we have no upgrading fee of 75$. It is processing fee for 69.95$+tax 2) the Bell tech will not come to change your modem as the modem is shipped separated from our shipping center 3) no tech in CIK would ask you to test the speed every hour, it is impossible as we have standard training for all techs and this is not in the training for testing speed. Your issue mostly like Bell tech installed a separated line which it is very simple for us to fix usually within 48 hyours. Pls provide CIK internal trouble ticket here, I will get our tech to look at it right away as we have over 2-3000 new customers per month and our tech teams are well trained and most issues are solved within 48 hours. So pls provide the ticket number here, I will get our tech and QC department to look into this.

Thank you very much.
Jordan
CEO

Tue, January 14, 2014

Comment Toronto,
ON
I'm replying to the previous comment from Jordan,CEO. Our ticket No is: 2488850. We are really frustrate right now,please do help us to fix the problem like you said within 48 hours.

Tue, January 14, 2014

0 Toronto,
ON
I'm replying to the previous comment from Jordan,CEO. Our ticket No is: 2488850. We are really frustrate right now,please do help us to fix the problem like you said within 48 hours. here is our testing result from the DSLAM card, your speed at the modem is 17.980M and our tech tried to call you at 7:47pm to verify if the line is the correct but not able to reach you. What we need next step is to very if line we tested matching your actually line, then decide if should change line or not.


Test Date time - 2014-01-14 19:32:00


Line Operational Status - 416-360-7519

Line Status: In Service UpTime: 377880
Line Profile Name: al1_d17984-5056_u800-256 Last State Change: 01/10 10:32:02
Operational Status Speed (Kbs) Relative Capacity Occupation (%) Noise Margin (0..31 dB) Signal Power (0..20 dBm) Attenuation (0..60 dB) Block count
UpStream
824

95.00

6.00

12.00

2.00

1382357

DownStream
17980

67.00

20.00

10.00

23.00

37473908

-----------------------
1/14/2014 7:47:46 PM Xa_Ccs_Yomi.Y Xa_Ccs_Yomi.Y if cx call in,plz test GAS did right,and test mapping.
1/14/2014 7:47:04 PM Xa_Ccs_Yomi.Y Xa_Ccs_Yomi.Y called 1-647-6075987,she said not in home,plz call5195758112,called 5195758112 sometimes,na.

----------------------
one of tech called you already and identified mapping wrong and should be fixed around 48 hours:

I already checked with cx,it's mapping wrong issue,already open to bell,will fix on this Friday PM.

Rison

Mon, December 02, 2013

0 Mississauga,
ON
Started using CIK yesterday then found the wireless is connected but not working. Gave 2 calls in 3 hours and being replied by 2 different customer services with the same answers that we will call you back soon. Waited for another 3 hours then I did myself the stupid job of connect then disconnect and power on then off for more than 20 times then it finally got working. Almost 30 hours later, got a callback from a person who sounds not working within CIK but an agent or something else. Anyway the wireless problem is over but the port forwarding is no way to be fixed for online games because CIK's SVG6000RW Router removed from the Starnet manufacturer for THREE SETUP CHOICES including Guide, Voice and OTHER but leaving only Status, Network and System for customers to see only. Port Forward must be done within OTHER which is missing. He is definitely not able to solve this port forward problem at all, just kept saying it is your router problem. I said it is new from CIK then he said not your own router? Interesting!!! He does not even know that we have to pay for the modem and router and $69.99 for installation which is absolutely not necesary since I have been using Rogers cable internet for 15 years until the Rogers guy came in yesterday and I was still using it at that moment. I did try very hard to call CIK to have the transfer working in order to avoid stay one day home waiting for installation for almost TEN days, unfortunately it is still failed since 11/15/2013 the old ISP (Rogers 3rd party too) submitted the cancellation request to Rogers with a ticket number for which I passed to CIK the same day and repeated over and over to them, however CIK just kept saying Rogers said no no no.
Hoping that they can train their staff with the proper knowledges, skills, and languages spoken. It is said CIK provides 3 languages, unfortunately none of them are correctly spoken including English, Mandarin and Cantonese. You have to guess what they said on the phone.
Another weir thing, after becoming CIK customer, 1-877-ciktele is not allowed to use, you have to call their 416 number. Why? But this 416 number is always busy, you dont have the chance to talk to CIK anymore.
looks many misunderstanding here and let me try to explain here first 1) wireless SVG6000RW phone box, this box is designed for CIK by starnet and it is exclusive for CIK. that is why you can not find user guide. Due to it is customized, so there is only one username/pwd user/cikvoip avaible and you can do limited operation/setting while rest of them are done via configuration file remotely. Tech support do not have admin pwd either. Our tech supports are separated to level 1, 2 and 3, there are around 300 agents in 6 national call centers, so might be the one you spoke to is new or not familiar it is possible. But all people are well trained for this box. We are working on developing new CIK web site which will provide better support for documentation which will be released end of this year 2)For Transfer, this is big misunderstanding as you do not know what is at the back end. We would love to do transfer as possible, however to do transfer, your previous 3rd party ISP must submit cancellation first and the date we submit must be at least 10 days prior to cancellation date. what we found out, the 3rd ISP always submit cancallation at the last minute, that is the reason why transfer can not be done. this is due to rule set up by ROgers. That is why we told you no no no, it is not because we do not want to do it. You got cancellation ticket from the 3rd party ISP which is their internal ticket, they do not submit to Rogers which is no use for us. that is the root reason 3) The CIK toll free number, it is only for customers to use outside of major cities as we have own local support line in each major cities. For GTA it is 416-8481517 which is 7x24 hours. It is impossible it got busy as we got over 10,000 calls per day. The 3 lanagues suppport are done by different call centers according different time.

If you still have any question or need more communication, pls contact our customer relation senior manager Jack Don Jack.don@ciktel.com and we would be love to help all of our customers and your advice is very important for us to improve service.

Jordan
CEO

Fri, November 29, 2013

-1 richmond hill ,
ON
not honest to their customer we have over 75,000 internet customers in Canada. I don't think 75,000 customers would choose a company not honest. Pls provide details why you think we are not honest to our customers.

Thank you very much.
Jordan

Thu, November 07, 2013

1 Toronto,
ON
I have read mixed reviews and generally negative reviews about CIK telecom. However I decided to give them a shot because of price and detailed discussion with their agent.

Recently, I subscribed to CIK's Digital phone line and cable internet 25/2 Mbps with unlimited download for CAD 49.99 per month. Installation+cable modem+Activation= CAD 99.99. They are using Rogers cable service. I have checked the speed at different times it gives me approx. 24.5/2 Mbps which seems to be good. They were very frank to admit that the speeds may slow down during peak hours (between 5 to 11.00 pm).

I had some issues with my wifi setup when I called them they assured me that I'd get a call from their tech support, I got a call back within 10 hours with another repeat call just to check in whether everything is working fine.

I am really impressed with their customer service ( except when you get connected to a Chinese CSR, it is difficult to make them understand you, though they try hard to make sense out of your call).

If I get this high quality of service, I am sure I would port my bell home phone service for their free digital home phone line.

Overall I am very happy about their service at this cost. I would not hesitate to recommend to others to give it a shot, after all they offer you 30 days free trial.

Thank you CIK and keep up the good work.

Thu, September 26, 2013

-1 Coquitlam,
BC
Three months ago, I applied for service installation and got delayed serveral times. Then I decided to cancel the installation and the service. I was told that refund would be done in 4-6 weeks. Two months later I still have not received my refund. They said cheque had been sent two weeks ago.
Usually we need 4-6 weeks to complete refund as it goes through several different departments in different locations. If you do not receive refund over 6 weeks, you can email to Jack.don@ciktel.com with your ticket number, we will investigate for you.

Cheers,
Jordan

Sun, July 21, 2013

1 Toronto,
ON
I am very happy with the service. I think the price is great and the people in the Toronto office are very nice.

My only complaint is I did not have a very good sign up process due to communication issues and some CSR's not being briefed regarding transitioning modems. As such I had to buy a new modem. I eventually got this issue cleared up but if every single person I speak to when I call CIK says I can't bring a modem when I can, I think it is a bit of a problem. I didn't have a problem about this when I spoke to the people in the Canadian office, only when I spoke to people in the Xi'an, China office. So I hope you can train them a little better. :)

I also believe the English website should be proof read because some of the English there can be confusing. Also there are elements of the website that is broken, such as the online order form because it will not allow you to bring your own modem without also authorizing an additional purchase of a new modem.

I believe the CIK team are very honest and good people, the prices are great, and the connection quality is good so I want to rate them positively.

If anyone from CIK reads this please do not think this is a negative review because I am a very happy customer. The reason I am made those small complaints is because I want to see CIK get better and better.

Thank you!
Dear Customer:

Thank you very much for the comments. Actually I agree with you some of our people still need to be trained as we are hiring too many people now so we need to improve training.

We will try our best to help our customers as customer is our king.

Let me know if you have any further advice to help us improve the service.

Cheers,
Jordan Dengt
CEO.

Mon, June 24, 2013

-1 mississauga,
ON
I have no where to complain this ISP. I hope this is where other people I see my advice. Don't use this ISP. Very very very bad internet connection. Very unstable, always lose connection with a few seconds of interruption. This is terrible especially when you use face time with your family. I will switch next month even i paid and get no refund. This is the most shitty service I ever experienced in my life. Don't use CIK!!!!! We have over 60,000 internet customers in Canada. If you are real customers, we would like to help every of our customers, pls contact jack.don@ciktel.com and provide your account number we will investigate and see how to fix for you. there is no ISP could avoid technical issue. But we are always trying to fix as quick as possible.

Cheers.
Jordan
CEO

Sun, May 19, 2013

-1 MONTREAL,
QC
Ciktel has been a disappointment so far. The first week nothing worked correctly, when things finally start to work again, it fail again. I'm truly starting to regret my decision of moving to Ciktel. Every now and then the connection fail and stop working it is really a (sorry my expression) a pain in the ass. Hopefully the connection will get more stable or unfortunately ill have to switch to another provider. pls reboot your modem as we just restarted all routers to balance the traffic. If you have any further technical issue which is not solved within 48 hours, pls provide the ticket number to Jack.don@ciktel.com who will escalate to level 3 tech to take a look...Cheers, Jordan

Sun, April 14, 2013

-1 Mississauga,
ON
Im using since 1 week ago and i have 25mb plan..i never get more than 12mb/s....i tried call couple times e-mail and my problem wasnt resolved... Could you provide contact jack.don@ciktel.com in customer relation and with your technical ticket number so that he can escalate to level 3 tech to investigate and solve for you. We have over 100 new activation per day, and slow speed is based on individual location and case by case. Thank you very much...Jordan Deng CEO

Tue, February 12, 2013

0 pickering,
ON
Only have for last 2 days but services seems to be ok..customer service is ok as long as you communicate via email.The internet speed is quite good during the day..only get slow downloding speed during rush hour from 6PM till 10PM..I am using cable service with 25 MB plan and I get over 30 MBPS during the day..So I am quite satisfied so far.

Tue, February 08, 2011

-1
This ISP is terrible for a number of reasons:

1) Their support mainly only speaks Chinese. There is maybe only one or two people there that can speak English.

2) Their support is extremely inexperienced and lacking in knowledge. They cannot fix any technical problems. This includes both the Chinese support as well as the few people that do speak English at this company.

3) Their internet service constantly goes down for days without notice or any means to fix it. Calling their support never resolves this.

4) If you use their VOIP service, you will have to use another phone line (or cellphone) to call them, which can take hours and still not resolve your connectivity issues.

Overall, extremely negative experience with this ISP. Constant disconnects that last for days on end and support that is worse than some of the worst I've experienced in the past (including Dell and Bell support).

1) cx must be using CIK server 2-3 years ago. Since 2010 July 9, CIK created a English Division which all employees are English &French only, you can dial 416-8481517 select English to see.

2) Our DSL speed and quality is same as Bell and other DSL companies. And support procedure is very fast, usually fix all issues within 48-72 hours unless the issue can not be fixed.

3) If Voip phone down, cx can reach us by email or phone.

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