Canadian ISP internet service provider locator logo                Comments for EBOX

Rating summary for the past year: Comment: 3 Positive: 7 Neutral: 1 Negative: 10
21 ratings in the past year. 250 ratings in total.

Tue, Oct 16,
2018

I'm not a complainer but this is getting rediculous . I realize that it takes more time to get set up and connected with a 3rd party provider and accept that.
I called to get my self provided compatible modem connected on
Oct 1. The cogeco technician had already come to install the line with no issues, great. To my surprise the modem was initially programmed with Distributel it worked really great, but it was on Distributels network. As suggested by EBOX I had to get it deactivated from Distributel , which i did by
Sept 30 resulting in no more internet connection. No problem as this was what was desired to join EBOX's network. I called EBOX on Oct. 1st and they said ok you will be conncected to our network within the next 48 hours. 4 days go by and nothing . I call again, they say , it is now a priority ticket and within the next 48 hours. OK great , i am patient. 4 days later nothing. I call again and after checking, all the technician could say is that they know nothing about why it is not connected and that we are at the mercy of the main provider, Cogeco. So now it has been 17 days since the initial call. I haven't had any news, confirmation, status condition. I just have to wait not knowing what the problem is if there is one.
I have already been charged for the service for the month of November. Their billing system seems to work to perfection, with the exception that i haven't had any service since Oct 1.
Can someone provide input on this issue , if possible please.
Is Teksavvy a decent alternative?
Rating:Comment
Service:
City:
ON

Mon, Sep 03,
2018

J’écris ce message en désespoir de cause car la compagnie Ebox ne semble plus prendre mes problèmes au sérieux, vu qu’elle ne trouve pas de solution à ces derniers, et parce que j’aimerais obtenir les services auxquels j’ai droit compte tenu des sommes que je débourse pour eux. Si je n’y parviens pas, je n’aurai d’autre choix que de me désabonner et de demander le remboursement des sommes que j’ai payées pour des services dont je n’ai pratiquement jamais pleinement bénéficié.

Après avoir eu des problèmes avec Bell Canada à de nombreuses reprises dans le passé, j’ai décidé de me trouver un nouveau fournisseur internet et téléphonie. Quelqu’un m’ayant parlé des rapports élogieux qu’elle avait lus sur internet à propos d’Ebox, très confiante, je me suis abonnée à leurs services (téléphone/internet/câblevision) à compter de juillet 2018 alors que j’emménageais dans un nouveau logement. Dès le début, i.e. le 2 juillet, jour de l’installation, j’ai éprouvé des difficultés avec ma ligne téléphonique et je ne l’ai pour ainsi dire pas vraiment eue avant le 8 juillet. Entre le 2 et le 8 juillet, alors que j’étais en pleine installation et que je venais d’apprendre que je devrais être opérée pour un cancer, à la fin de mois de juillet, j’ai dû passer des heures sur mon cellulaire, soit à attendre qu’on prenne mon appel, soit parce qu’on me mettait en attente, soit pour effectuer diverses manœuvres, qu’on me disait nécessaires pour régler le problème, sur internet ou sur mon modem. Pour donner une juste idée ce que j’ai dû assumer, cette semaine-là, mon cellulaire comptait plus de 200$ le 2 juillet et seulement une soixantaine de dollars après le 8 juillet. Et cela, sans compter tous les problèmes que me posaient la défectuosité de mon téléphone étant donné que c’est par lui que je peux ouvrir la porte d’entrée de mon immeuble, lors de visites, de livraisons ou autres.

Excédée par tous les inconvénients que j’ai dû subir, j’ai demandé un dédommagement à Ebox. J’en ai obtenu un léger après beaucoup de discussion avec des responsables de la compagnie. Comme si ce n’était pas assez, j’ai par la suite dû rappeler Ebox à plusieurs reprises pour faire corriger des factures ne respectant les ententes prises.

Comble de malchance, depuis à peu près la première semaine d’août, alors que j’étais en convalescence à la maison, j’ai commencé à avoir des problèmes de coupures de son et de grichages sur ma ligne téléphonique, plus particulièrement lors d’appels entrants. Puis, ce fut au tour de ma télévision de mal fonctionner. Entre autres, le son était en décalage avec l’image sur une dizaine de chaînes. Ayant peu d’énergie à consacrer encore à des démarches auprès d’Ebox, j’ai attendu pendant quelques jours en espérant que le problème se réglerait. Ce ne fut pas le cas et j’ai dû rappeler la compagnie à plusieurs reprises car le problème de la télévision revenait toujours alors que celui de ma ligne téléphonique persistait et persiste encore, aujourd’hui.

Après de nombreux essais infructueux effectués par téléphone, on m’a envoyée une technicienne à la maison, la semaine dernière. Celle-ci a passé 2 heures 30 minutes chez moi, sans parvenir à régler mon problème téléphonique. Après avoir tenté plusieurs manœuvres différentes, sans succès, elle a reporté le problème sur mon téléphone personnel. Elle a fait des essais avec celui-ci, avec un téléphone qu’elle avait apporté et avec un troisième téléphone qu’un ami est venu nous porter. Dans le cas des deux derniers téléphones, tous les appels ont été effectués à l’intérieur de mon logement, mais pas de l’extérieur de la maison. Pour ce qui est de son propre téléphone, elle a dit qu’elle notait seulement de petites coupures de son, ne semblant pas considérer celles-ci comme de véritables coupures. Quant au troisième téléphone, elle m’a dit de m’organiser pour faire appeler des personnes chez moi, dans les jours suivants, afin de voir si les coupures persistaient, et de la rappeler si c’était le cas. J’ai fait ce qu’elle m’avait demandé pour constater que les coupures étaient toujours présentes et le grichage aussi. J’ai donc rappelé Ebox, samedi, et j’ai parlé au même superviseur que la fois précédente. Ce dernier m’a dit que la technicienne l’avait informée qu’elle avait réglé mes problèmes. Très surprise, car elle n’avait réglé que le problème de réglage de son sur plusieurs chaînes de ma TV, j’ai confirmé au superviseur que le problème téléphonique persistait toujours. Il a répété à quelques reprises que c’était vraiment étrange (ne me croyant visiblement pas) et, sur mon insistance, m’a dit qu’il en discuterait avec son supérieur et me rappellerait. Il ne m’a pas rappelé depuis.

Aujourd’hui, j’ai encore le même problème d’absence de synchronisme entre le son et l’image de 9 chaînes sur ma télé et les mêmes problèmes avec ma ligne téléphonique. J’ai appelé Ebox vers 19h45. J’ai demandé à parler à un superviseur. Après attente, on m’a dit qu’il était déjà au téléphone et qu’il me rappellerait sans faute. Il est 21h30 et il ne m’a pas encore rappelée.

Une abonnée découragée.
Bonjour! Après la lecture de votre commentaire, j'ai soumis celui-ci aux gestionnaires de notre centre d'appel qui s'assureront de voir qui est en charge de ce dossier. Nous n'avons pas votre numéro de compte ou nom ici-même mais comme il s'agit d'une situation particulière, nous sommes confiants que nous saurons retracer le tout. Nous vous garantissons que nous mettrons tous les efforts possibles afin de régler le problème et nos agents les plus expérimentés se pencheront sur votre dossier. Merci!
Rating:-1
Service:
City: Montréal-nord,
QC

Fri, Aug 17,
2018

Been with them nearly 2 years. Ebox has exceeded my expectations. I was nervous switching from major isp but their service before, during and after installation has been fantastic and problem free. A refreshing pleasure and trouble free experience for nearly two years. I called tech support maybe 3 times and their guys are experts and know their stuff. No aggravation. I’m so happy I switched. Looking forward to getting their tv service in near future when they can add more news channels.
Rating:1
Service: cable
City: Cote saint luc,
QC

Thu, Jul 26,
2018

L'internet fonctionne bien et c'est très abordable par rapport aux autres fournisseurs. Le service à la clientèle de Ebox est accessible et courtois. Je suis satisfaite.
Rating:1
Service:
City: Québec,
QC

Wed, Jul 25,
2018

Good prices and good service.
molsonexxx@hotmail.com
Rating:1
Service: cable
City: Levis,
QC

Wed, Jul 25,
2018

très service et installation rapide
Rating:0
Service:
City: Granby,
QC

Mon, Jul 16,
2018

Délais d'installation terrible/épouvantable.

J'ai fait la grave erreur de faire confiance à Ebox et à leur service Internet.

L'histoire commence le 20 juin 2018 alors que je m'abonne officiellement à leur service pour un forfait d'internet par câble. Comme j'emménage dans un nouvel appartement le 27 juin 2018, je fais les démarches d'avance (selon moi...) afin de ne pas être privé d'internet trop longtemps. On m'assure alors que l'installation se fera dans les 10-14 jours. Étant de bonne foi (ou stupide, à y penser après coup), je fais confiance au vendeur et j'attend patiemment l'appel pour l'installation. Normalement, l'installation devrait donc s'effectuer avant le 5 juillet 2018 obligatoirement.

Eh bien, figurez-vous que nous sommes le 16 juillet 2018 et que mon installation n'est toujours pas faites, et ce 26 jours plus tard. J'ai appelé à maintes reprises et on me dit constamment d'attendre, qu'on ne peut rien faire, c'est l'installateur (Vidéotron semble-t-il) qui nous bloque... EBOX prend sérieusement ses clients pour des cruches en se débarassant de leur payeurs de cette façon. AUCUN effort n'a été fait par la compagnie pour régler personnellement mon litige. Honnêtement j'ai perdu tout espoir d'être un jour finalement installé. EBOX propagande de la fausse publicité en assurant des délais d'installation de 10 à 14 jours.

Ma requête à leur endroit est pourtant assez simple, j'exige avoir mon installation dans les plus brefs délais, ce qu'ils ne peuvent/veulent pas faire.

De grâce, ne faites pas la même erreur que moi en pensant sauver quelques dollars par mois et dirigez-vous vers un autre fournisseur internet qui a en estime ses clients et qui ne les laissent pas paître sans rien faire...
Bonjour. Nous sommes désolés de lire votre commentaire. Malheureusement, nous disons un délai de 10 à 14 jours et il s'agit d'une estimation comme au final, nous sommes tenus légalement d'utiliser les techniciens des grandes compagnies et que nous ne pouvons pas avoir accès aux disponibilités dans chaque secteur pour les installations. Cependant, le délai est dans votre cas bel et bien anormal et il s'agit assurément d'un problème. Je n'ai cependant pas accès à votre numéro de compte dans votre message et je ne suis pas en mesure de vérifier. Si vous le désirez, venez m'écrire en privé sur Facebook en utilisant la page EBOX et je pourrai m'assurer que nous fassions un suivi serré avec vous. Un superviseur au département de la satisfaction pourrait également vous contacter afin de discuter plus amplement de la situation. Encore une fois, toutes nos excuses pour cette situation désagréable, c'est loin d'être l'expérience que nous souhaitons offrir à nos clients. Merci.
Rating:-1
Service: cable
City: Trois-rivieres,
QC

Sat, Jul 14,
2018

Possibly some of the most incompetent service I have ever had. I have had issues with billing, being charged excess rental fees, installation issues, etc. Every time I call to get an answer or to have something fixed I am told the problem was because the previous employee forgot something or didn’t do it right....every single time!!!! That means I am constantly having to deal with their mistakes. Is there no qualified person working there??
I recently moved and was told I have to send in my modem to get it configured to fit the technology in my new city. After 2 weeks and multiple phone calls where no one had my modem on file (even though it was one of theirs!!!) and zero inter-department knowledge sharing, I finally got my modem back. I set it up and the wifi works but no internet connection. The guy i call is all surprised and has no idea what to do, says he will talk to his supervisor and call me back. Calls back and says, I figured out the problem, the picture of the modem you sent isn’t the same as the one you have. I tell him it’s the same one, he checks the numbers and, lo and behold...it’s the same one!! What a waste of time!!! Now today I get a call asking me to check my cable. Are you serious??? You think I haven’t checked every cable and connection multiple times???? Incompetent!!!! Now they say oh it’s the provider, we’ll have to send out another technician.... and what, I take another full day off from work for another incompetent tech to come scratch up my floor again????? I think it will be worth the money to switch to another company. E-Box has no idea what they’re doing and has no regard for their clients time, money or satisfaction.
Rating:-1
Service:
City:

Sun, Jul 01,
2018

Au sujet du service d'urgence 911, compte tenu du type de la technologie (Voip) offerte par E-Box qui ne permet pas la localisation de l'appelant, il m'a fallut compléter un formulaire (E911) afin d'en informer leur service de réception des appels (privé).
Le problème, c'est que je n'ai été avisé que 18 mois après la mise en service (je n'ai reçu mon contrat par courriel qu'à ce moment).
Une fois alerté, après vérification, le CRTC a considéré cela comme un manquement de l'entreprise et les ont enjoint de modifier leur pratique.
Si j'avais eu une urgence et qu'il m'aurait été impossible de m'exprimer (ex: AVC), qu'aurait pu faire le service privé ? Qu'est-il arrivé avec tous ces cas d'extrême urgence ...?
AUTRE LIMITATION EN LIEN AVEC LE PRÉCÉDENT:
Peu après, j'ai dû demandé qu'on modifie la configuration de mon modem afin que je puisse avoir accès à certains organismes dont la séquence à 3 chiffre se terminaient par «11» ré:services publics)
Rating:-1
Service: cable
City: Blainville,
QC

Wed, Jun 06,
2018

I understand the situation was out of your control, but every other provider I contacted either held my information (no charge) until it was confirmed I can get service or can reimburse my credit card instead of sending a check (which I have not yet received). Until these change, my review will remain the same.
Rating:Comment
Service: cable
City: Ottawa,
ON

Thu, May 31,
2018

Signed up and paid for my first month, modem, installation fee. It was about $250. Get a call back 2 days later saying that the service I ordered isn't available at my location. You would think they would check before charging me in full. Say the can send me a check that will arrive in a few weeks as reimbursement. I'm not rich and am moving to a new apartment which is always expensive, so losing $250 because of incompetence is a low blow. The service people were very nice at least. I can't recommend a company that is capable of dropping the ball this badly. Hello. First of all, we're sorry about this. Unfortunately, we do check availability at every address but, in rare cases, the provider refuses the order because some adresses only use FTTP technology which we can't provide yet. While we understand how disappointing it is for you, we had no way of knowing before. If you're still waiting for your reimbursement, please send us a private message on Facebook so I can make sure the cheque is sent your way as soon as possible. We understand $250 is a lot of money and we will make sure you get it back in the next few business days. Thank you
Rating:-1
Service: cable
City: Ottawa,
ON

Thu, May 24,
2018

well. ill start off by saying i had quite a good time with ebox. i even wanted to go back with them last month.

by a bill i receive for 250$ from them changed my mind.. the bill is dated 3-4years ago. no mention what this bill is.

how can i get a bill of 250$ 3years after i canceled with them. (i was moving out) every bill were paid each month.

everyone love getting billed 250$ for unknown reason....

the bill they sent me is garbage to.
2015/6 dept 0$ paid 90$ -90$
next day dept 114$ date i have to pay it. the next day ! ?? what.
Hello! Sorry for the delay of response.
This situation seems curious to us and we would like to investigate the matter. As I can find your account number without information, I would strongly suggest you to send us a private message on Facebook or give us a call so we can address the situation as soon as possible.

Thank you!
Rating:-1
Service: cable
City: Montreal,
QC

Sun, May 13,
2018

J’ai décidé d’annuler mon contrat avec ebox après une année à tenter de régler les même problèmes (téléphone résidentiel qui ne fonctionne pas bien, connexion internet qui arrète sans cesse, ou est extrêmement lente, ou qui ne fonctionne pas du tout). Je dois aller sans des cafés pour envoyer mes travaux scolaires &cie car aussitôt que je veux faire quelque chose qui requiert plus de download/upload que instagram l’internet fait juste arrêter.
Chaque fois on me fait faire les même étapes pour ravoir le service (brancher débrancher, setter les infos dans le modem), pour au final ravoir les même problèmes la semaine ou le mois d’après. Le mois passé un technicien est venu pour réparer les fils dans le mur, évidemment rien n’a changé. Quand j’ai appelé pour finalement me désabonner aujourd’hui on m’a proposé de changer de technologie qui marche pour vrai pour 2$ de plus à mon forfait, on ne me l’a pas proposé avant car apparament c’est très compliqué alors c’est seulement en dernier recours qu’on le propose. C’est trop peu trop tard. C’est même insultant que toutes les fois d’avant on ne me l’a pas proposé. Beaucoup de temps et d’argent dépensé pour un service qui marche pas les 3/4 du temps ou t’en a besoin.
Rating:-1
Service: dsl
City: Montreal,
QC

Thu, Mar 22,
2018

Horrible customer service in their billing dept. They overcharge and will not refund the most obvious errors on their part. Hello! Thank you for sharing your opinion. We always make sure to offer the best customer service possible and it is imperative for us to refund the total amount due to a client when necessary, we wouldn't dare keeping money dishonestly as this is far from who we are as a company. We're missing pieces of information here and we would really like to investigate the matter to resolve the issue quickly for you. A supervisor could review your file and call you to fix it but in order to do that, we would need your account number. We strongly suggest you to write us on Facebook or send us an email so we can further discuss about the situation and arrange a callback. Thank you very much and we are truly sorry about what you experienced.
Rating:-1
Service: drydsl
City: Orleans,
ON

Sat, Jan 06,
2018

The worst company I have ever seen. To make me go with them they promised me that at the end of the year the last month was free. When we arrived to the end of the year they told me they mever said that and refused to give me the month free as promised. It's extremly slow amd never works. It can take 4 hours to see a 1h30 movie. Wouldn't recommand at all. Hello! Thank you for taking some time to share your experience with us. We're extremely sorry to read there might have been a misunderstanding. We are a prepaid service so every invoice covers the next month which means if you terminated your service today, we would have to refund you for the days you wouldn't use. As for the slow service, it is extremely unusual to have to wait 4 hours to watch a movie and we are quite sure our technical service could fix the issue after performing some tests. We'd like you to contact us so we can work towards winning back your satisfaction. Thank you very much!
Rating:-1
Service:
City: Montreal,
QC

Wed, Jan 03,
2018

J'ai été sur le site web de Ebox et remplis une soumission à 60% seulement, pour obtenir un prix, SANS soumettre le formulaire à Ebox.

2 heures plus tard, un représentant d'Ebox me téléphone... premièrement, ceci veux dire que votre site web enregistre mes informations personelles sans même que je vous les envoie en complétant le formulaire.

Je crois que vous devriez remettre cette facon de recruter de nouveaux clients en question...
Bonjour! Merci de votre commentaire, nous soumettrons assurément votre point au département responsable.

Il est important de savoir que le système ne sauvegarde pas d'informations à l'exception du nom et du numéro de téléphone dans le but de faire un suivi suite à l'abandon d'un formulaire . La raison est simple: il s'agit bien souvent d'une incompréhension ou d'une interrogation qui mène à la fermeture de la fenêtre. Il n'y a donc qu'un seul rappel et les renseignements ne seront pas sauvegardés par la suite si la personne nous mentionne qu'il ne s'agissait que d'obtenir un prix, par exemple.

Merci encore et bonne journée!
Rating:Comment
Service: wir
City:
QC

Fri, Dec 15,
2017

Using Ebox at the cottage for the last 2.5 years. Paying for the FTTN 15/1 - 150 service. Getting only 10/0.5 because Bell limits speeds in my area. Ebox still charging full price for service that's not delivered. Now Ebox wants to add another $4 for "rural address classification". Extremely unfair! Hello! First of all, we would like you to contact us to see what we could do regarding the available speed at your address. We should change your profile to the 10mbps for you to pay the right price. Unfortunately, the rural address fee is something that is charged to us by the provider but I'm sure we could figure something out together. Thank you very much!
Rating:-1
Service: dsl
City:
ON

Tue, Oct 24,
2017

Courteous staff, easy signup, installation on the date and fast speed at fair cost. Thank you so much for taking some of your time to share your experience with us, we really appreciate it. Thank you!
Rating:1
Service: cable
City: Brebeuf ,
QC

Tue, Oct 24,
2017

EBOX is very awesome. Great customer support (no waiting time) and great internet connections and speeds. Thank you so much for the kind words :) ! We're glad to see that you're satisfied with our service, it means the world to us! Have a nice day!
Rating:1
Service: cable
City: Brossard,
QC

Mon, Oct 23,
2017

good service, connection very stabler and up to speed
Rating:1
Service: cable
City: Laval,
QC

Mon, Oct 23,
2017

It seems Ebox don't' have an established process to transfer from another ISP. Trying to transfer the cable connection from Fido to ebox.. installation dates are already changed 3 times.. it is more than month. Ebox claiming the Fido is not releasing.. Fido says there is nothing they can do to prevent a transfer. I am in between making calls and worried if I will be out of internet as I am depended on net for my work. Fido is gracious that they allowed me to change cancellation dates. All ready give ebox, the order number, memo number for the cancellation from Fido. but still not sure when thy can switch .. be aware this looks like a long process and it is possible you will be out of internet as they want you to confirm cancellation with your current isp, but they won't commit that they will give internet the day you get disconnected. Hello! First of all, thanks for taking some time to share your experience with us. We would really like to know more about what happened exactly but we would need your account number in order for a supervisor to call you. It unfortunately seems like your provider wasn't sending the request to Rogers directly because if they did, our transfer request would go through immediately. We sure don't want to make our clients go through such a hassle and we would like to have a chance to make your experience better. Send us a PM on Facebook if you would like and we'll set up a callback with a supervisor according to your availabilities. Thank you very much.
Rating:0
Service: cable
City: Brampton,
ON

Thu, Oct 19,
2017

It took 41 day to get my cable internet service transferred from another TPIA provider. I am in Rogers cable service area in Mississauga. The 21 day waiting period rule applies. Activation date needs to be 21 day out from the date you submit your existing cable service cancellation request with your provider you are switching from.

Service itself is slow during afternoon hours after 5pm going back to normal after midnight. Huge latency and only half of the ordered 75Mbps speed is what I get in afternoon. This is observed every day. 24.156.158.6 is what will show in the trace.
Opened a ticket. They closed it in a few days with a "courtesy call" stating that they are aware of the issue and working on it. Waited a few days and opened another ticket. Technician says there is no ETA on resolving this... well if it is an Internet service which is only usable between 12am and 5pm I will have to cancel this and order from some other company. The company which can properly address capacity and over utilization issues and deliver what is promised.

With Ebox here 25% of the time service is plain pain! Other 75% is is a "OK". Read below about routing:

Another issue is effectiveness of peering and routing. Quite a lot of Canadian destinations routed via New York / cogent network. So traffic got to go there and back. You get your extra latency from that.
Good evening,

We are truly sorry about those delays, we know that it's not always easy to change provider.

Could you contact us via private message, a supervisor would like to speak with you and offer you a better experience with our services.

Best regards.
Rating:-1
Service: cable
City: Mississauga,
ON

Tue, Oct 03,
2017

Installation process with Ebox was smooth and so far the internet has been great. Full speeds and a solid connection. Few things to note:

- I would strongly recommend ordering the service well in advance of when you actually require it to be installed -- Ebox, like many third-party providers, is dependant on incumbent providers for installations, which means they need to communicate with them ahead of time to install their service (in this case Videotron). Once the Videotron technician has verified the service, you must call Ebox to activate the modem (presumably to register the modem MAC address). This was done very quickly and was not a hassle at all. I see people giving Ebox negative reviews about the installation process, which I feel is partly unfair, as they have very little control over technicians. Keep in mind that most third-party providers operate this way and that if you're looking to switch or you are moving you should make sure to initiate the process far ahead of time!

- Their online portal rocks and is straightforward.

- As mentioned previously, download/upload speeds exceed my actual cap so far and are available at all times during the day.

If you're looking to make the switch and Ebox is available in your area I say go for it! It'll be worth it!
Hello! First of all, thank you so much for taking some of your time to leave a review, we greatly appreciate the kind words! Just to clarify for those who might be reading this, calling us to activate the modem once the installation is done is not necessary at all although some technicians believe it is. The modem will get activated automatically afterwards. It can take up to 3 hours but it's usually almost immediate.

Welcome In the EBOX family and thanks again for sharing your experience with us! Have an amazing day!
Rating:1
Service: cable
City: Gatineau,
QC

Sun, Sep 03,
2017

Probablement un de pires services-clients avec lequel j'ai fait affaire.

Monsieur,
Madame,

C’est rempli de colère que je vous écris aujourd’hui.

Étant avec vous depuis bientôt 6 mois, les frustrations et les déceptions s’escaladent.

1) Avant d’effectuer mon déménagement, j’étais avec vous et j’éprouvais constamment des ralentissements. Après trois courriels et toujours la même réponse, soit « de notre côté, tout semble beau », j’ai fini par me résigner et me dire que j’étais condamné à avoir un service lent et intermittent.

2) Je prends la décision de déménager et, bien conscient des problèmes que j’ai eus auparavant avec vous, décide de me réabonner avec vous. Je fais même l’erreur de recommander votre service aux gens qui prennent le logement où j’habitais! Bingo, ils reprennent mon compte. Je vous amène même des clients! J’avais fait le choix d’acheter un modem avec vous.

3) Après plus de 45 minutes au téléphone, votre agente m’annonce que j’ai des frais supplémentaires comme le modem ne provient pas d’Ebox et que je devrai envoyer des photos dudit modem. Obstination et frustration, je finis par lui faire comprendre que le modem provient de chez vous, que je vous l’ai acheté. Elle m’annonce ensuite que je devrai payer des frais de location le temps que vous effectuez le changement d’adresse relié au modem. Je finis aussi par lui faire comprendre que je n’ai pas à payer ces frais. On va y arriver! Pendant ce temps-là, l’ancien appartement où je demeurais utilise mon modem alors que je n’ai pas internet. Ça va mal.

4) Je reçois un appel dans un délai raisonnable où votre agent parle tellement vite dans le message qu’il est impossible de comprendre. Finalement, après consultations auprès de mon entourage, on comprend que l’installateur va venir à 16h, et non dans une plage horaire. J’ai reçu un courriel avec une plage horaire, mais le message dit 16h. On se fie au message.

5) L’installateur m’appelle à 12h30 en me demandant où je suis. Évidemment, je suis en cours. L’installateur quitte et me dit qu’il va peut-être revenir vers 16h. J’arrive à 16h à la maison, toujours pas d’installateur. C’est à 19h30 qu’il arrivera. Bon, on se dit qu’au moins, il est venu.

6) J’appelle pour faire le « swap » de modem comme vos agents disent. J’appelle le soir-même (soit le 30 août) afin d’avoir internet aujourd’hui, le 1er septembre. 35 minutes plus tard parce que l’agent ne comprenait pas vraiment ce qu’il faisait, on m’annonce que le swap est fait, VICTOIRE.

7) J’arrive ce matin, 1er septembre, et l’Internet ne fonctionne pas. J’appelle votre agent, Gael, qui m’annonce, 35 minutes plus tard, que le swap n’a été fait que hier (31 août), soit 24h après mon appel, ce qui fait en sorte que je n’aurai pas Internet jusqu’à maximum dimanche.

8) Nous sommes samedi, 20h, et je n'ai toujours pas d'Internet. Cela fait maintenant 17 minutes que j'attends au téléphone. Votre agent m'a mentionné "qu'Internet arrivera probablement lundi, finalement".

20h40, j'attends depuis 47 minutes. Steve prend soin de moi au soutien technique.

9) Steve me mentionne que votre fournisseur ne peut pas pousser la requête parce qu'il est surchargé et short staff. Un autre 54 minutes mal investies!

On me suggère d'appeler demain matin. C'est donc demain matin que je vous donnerai des nouvelles!

10) Plainte
KB
Karl Boulanger
|
Aujourd’hui, 11:29
Des nouvelles!

Après avoir rappelé une agente, celle-ci m'affirme que les fournisseurs sont fermés la fin de semaine (?!). Steve aurait-il parler avec des esprits, hier, pour m'affirmer que ceux-ci étaient surchargés, alors qu'on était samedi? Je vous rappelle que c'est Steve qui m'a conseillé de rappeler aujourd'hui (dimanche).

Visiblement, l'information ne circule pas chez Ebox.

Une VRAIE blague.
Bonjour. Premièrement, nous tenons à nous excuser pour la façon dont votre situation a été gérée ici. C'est loin d'être le type d'expérience-client que nous espérons offrir et comme nous mettons beaucoup d'efforts au service à la clientèle, vous nous voyez déçus de constater que nous n'avons visiblement pas réussi à être à la hauteur de nos standards dans votre cas. Pour ce qui est de la procédure de déménagement, nous conseillons toujours de procéder au déménagement en gardant le compte actif plutôt que d'en ouvrir un autre pour éviter les situations problématiques avec le modem. Tout est parti de ce moment-là et nous aurions dû vous en faire part, cela aurait éviter tous les problèmes que vous avez connus au niveau du ''modem swap'' et du déménagement. Aussi, Steve aurait probablement eu contact avec le soutien technique du fournisseur que nous pouvons contacter afin de tenter le traitement rapide d'un changement de modem. Il arrive que nous puissions le faire mais dans la majorité des cas, ils nous référeront au fournisseur directement et ceux-ci ne sont pas ouverts la fin de semaine. Ce n'est évidemment pas l'idéal lorsque nous tentons de régler un problème rapidement mais nous devons nous y plier. Selon ce que je vois à votre dossier, un superviseur s'est chargé de vous offrir un crédit pour les problèmes connus et nous allons idéalement avoir des nouvelles du fournisseur aujourd'hui (mardi 5 septembre) pour ce qui est du changement de modem. Nous aimerions vous offrir encore une fois nos excuses pour la façon dont votre situation a été abordée et espérons avoir la chance de regagner les points qui ont été perdus. Merci énormément!
Rating:-1
Service: cable
City: Sherbrooke,
QC

Thu, Aug 24,
2017

I had a DSL line for internet which was OK while it worked. The problem was that often the connection would drop and had to restart my modem to get the connection back up. Called Ebox multiple times and got lame excuses like "Oh... maybe your microwave is interfering..." they had no clue what was causing the problem and eventually suggested that i move to cable which i agreed to but then found out that i have to pay again for a cable modem. So they sell me a service that doesnt work i paid almost 300$ for a dsl modem that i will have no use for if i switch to cable and they expect me to pay another 300$ now for a new cable modem. So eventually i cancelled with ebox and joined Techsavvy and never looked back. Hello! We're really sorry about the experience you had with us. This is not a common situation here but unfortunately, we sometimes have to assume the infrastructure is damaged and causing the issue when every possible solution has been tried. This is when we usually suggest a switch to cable technology. I agree with you, we should've done something to try to keep you as a customer from there since none of this was your fault. This is on us and you're unfortunately not part of the EBOX family anymore. All we can do is hope we can have a second chance someday and prove you the experience you had the first time does not represent us as a company. Best of luck! EBOX
Rating:-1
Service: dsl
City: Laval,
QC

Thu, Aug 17,
2017

Good quality of speed at any time of day and night, and stable. Hi,

Thanks for the comment and share your experience.
We're happy to count you among us.
Rating:1
Service: cable
City: Montreal,
QC

Thu, Jun 22,
2017

I have to say I never write reviews however I feel that it is important to make people aware about this company. I am in Ontario and contacted Ebox on June 9 to set up internet. I spoke with 2 different reps and it seemed that Ebox was the way to go. The customer service was good. Ebox confirmed our account and took money for the service. I was told that the hardware would be shipped. On June 15 I called to confirm that the hardware was on its way. I was assured that it would be there by June 16 or after the weekend on June 19. Today - June 22 I called to check where the hardware was and the company told me that they can not service our area with any of their internet services. We run a business and had already cancelled the internet after I spoke with the Rep on Jun 15. Ebox sent me an email on 17 saying that they could not service us but after not hearing from us they never called or anything. This is such unprofessional service. I have to say - avoid ebox at all costs (because they take your money anyway) Hello,

We are sorry that the installation can not be done in your home.
We already prepare your refund and the modem will not be sent.
We work with our provider and can not confirm an installation date in advance.
This is why we wait before sending the modem.
We immediately refund as soon as we have the provider's response, as in your case, where the service can not be installed.

Thank you for your understanding
Rating:-1
Service: dsl
City: Stouffville,
ON

Tue, Jun 13,
2017

Since March, my internet cut off anytime. Ebox sent Bell to verify and everything is fine. Since March, we are in June, my internet cut off each day. If I ask them for help, they told me to deal with Bell. Each time internet cut off, it take to 30min to 2h to bring it back. They really don't care about my problem. I am very unsatisfy with them. The customer service is terrible. I would suggest to anybody to go with another ISP. If you have problem, they don't mind and you need to fix it by yourself. I talk with more than 5 Ebox technician and none of them was able to help me. They were good at the beginning but now, it is pathetic. Hi,

We are very sorry to read about your bad experience.

Could you please contact the customer service and request to talk to a supervisor who will take care of the situation,

Sincerely

Rating:-1
Service:
City:

Tue, Apr 11,
2017

I was with them for a very short time due to the fact that Bell refuse to give only the FIBE tv service without the internet. I was very happy with EBOX and sad to leave them. The service was perfect and they understood my situation with Bell. I a waiting for their IP TV to finally leave Bell for good and save a lot of money. Good afternoon! Thank you so much for leaving a review behind and we are happy that your experience with EBOX was a good one. We hope to see you again in the future but for now wish you the best in your coming endeavors! We wil gadly you make you aware of the TV services once they hit.
Rating:1
Service: cable
City: Rosemere,
QC

Mon, Feb 27,
2017

Overall quite satisfied with EBOX, I am currently using 30/10 package but as of tomorrow I will be on the 120/20. My concern is that lately I have noticed that my speed barely surpasses 11 mbits/sec when I should be close to 30. I will retest each day for a week and see if it improves. I would first of all like to thank you for taking the time to share your comments regarding Ebox. If you are experiencing any speed issues, do feel free to contact us and we will be glad to handle the situation for you!
Rating:1
Service: cable
City: Terrasse-vaudreuil,
QC

Thu, Feb 23,
2017

Depuis 4 mois transferer de Teksavvy a Ebox je suis tres sastifait avec le service cable 30/10.la vitesse est un peu relentie dans la soiree une ou deux fois par semaine.Recommander fortement Merci beaucoup d'avoir pris le temps de nous écrire, nous apprécions grandement!!!

N'hésitez pas à nous contacter au besoin!!
Rating:1
Service: cable
City: Montreal,
QC

Wed, Feb 15,
2017

I just transferred from Bell to Ebox last week. It's been a hectic week. First the contractor didn't properly port the line. I spent over two hours on the phone with ebox and bell to solve the problem (it got solved though). That seemed to work for a bit but for a while internet kept bugging on wifi. Today I called and the dude was patient with me. We kept speed testing the connection after fixes, and he didn't hang up until he was satisfied that our fixes worked. It's been six hours and so far my internet is faster than it's ever been and now I have enough understanding and tools to fix the router if it ever starts to lag again. Seriously...I was ready to cancel because of the frustrations with lagging but the dude at tech support helped me out so much. I'll come back in a few months to update with how the service has been but today...today I'm really happy. I have 50/10 DSL with a free dry phone line provided by them. Good evening,

Thank you for your patience during the phone transfer, it was appreciated and we are really glad to hear that you received a good support from our agents.
Don't hesitate to contact us if needed.

Best Regards
Rating:1
Service: drydsl
City: Montréal,
QC

Sat, Jan 21,
2017

Aucun problème depuis que je suis devenu client avec ebox, service fiable et vitesses stables. DM595 Bon matin et merci pour le commentaire! Nous sommes heureux de savoir que le service fonctionne bien et de vous compter parmi nous.
Rating:1
Service: cable
City: Saint-hubert,
QC

Sat, Jan 21,
2017

Works great with little connection disruption. Works with Netflix smoothly too except 1-2 times a month internet is lost. Slow during day-time sometimes but happened with my previous ISP I switched from anyways so probably not EBOX. Hello and good morning! We are glad you are having a good time so far, but would be glad to assist you as well if the slow downs repeat themselves. Our technical support is open from 9AM to 9PM on week days and 10AM to 9PM on weekends. The issue might be from the router but we would need to do a bit of troubleshooting wired directly to the modem to see. Anyhow, thanks a lot and we are happy to have you and only one call away!
Rating:1
Service: cable
City: Stouffville,
ON

Fri, Dec 30,
2016

I have been a long time customer with ebox (probably about 10 years) and have always enjoyed great service. In fact, I have 2 accounts: one in Ontario (DSL but upgrading to cable) and one in Montreal (cable). I tend not to post reviews often, but I have received really good service from them recently when they waived a couple of service fees to recognize my loyalty (something Bell or Rogers never did without a long drawn-out fight despite the same longstanding service).

Whenever we have had an issue, customer service or tech support was able to resolve it generally fairly quickly. After having some trouble with an older modem for the DSL service (+ VoIP) we called, did some troubleshooting and then they replaced the modem no problem (we were renting). When the new modem was accidentally factory reset, I called and spent a good 30+ minutes on the phone with the tech who stayed cordial and never got frustrated the entire time; all in all, he genuinely seemed to want to resolve the issue and get our VoIP back up and running.

Sure we've dealt with poor customer service reps unwilling to help or listen; you'll get that anywhere and anybody who says otherwise is a liar or a shill. You simply can't control the human factor. But overall, my experiences with ebox have been positive and better than any other first party (Bell/Rogers) or TPIA that I have ever used (including teksavvy).
We would like to thank you for your kind words. Nice comments from new customers are always appreciated. Having a loyal costumer be able to say that even in the long run the experience with Ebox is good, is even better. We always aim to offer outstanding costumer support and a reliable service and it is great to see that it shows on our costumers end. Once again thank you for choosing Ebox and taking the time of sharing your comments with us!
Rating:1
Service: cable
City: Montreal,
QC

Sun, Dec 18,
2016

Currently a customer, no problems really, except they never got a bypass with my building so when someone rings my buzzer i get DC'D. Also they don't have unlimited uploading so the 150GB Bandwidth I have is really 75GB :( Hello,

We are very sorry about the buzzer disconnecting you. We should be able to send a technician over to fix the issue very easily. Please contact our customer support regarding that weird situation. As for the unlimited uploading, there is an unlimited period included in the DSL packages and the unlimited upload option can be added on any cable paclage for 4.95$. if you call our customer service, we should be able to offer solutions to all of your problems.
Rating:0
Service: dsl
City: Toronto,
ON

Sun, Dec 18,
2016

Just Reviewed and Decided to lower my rating. I'm going to display the negatives, the positives you can decide for yourselves.

- Charges for many account changes (changing speeds) This sucks cause it cost like $25 to LOWER my speeds.
- Does not specify that their CAP is BOTH DOWNLOAD AND UPLOAD(came from teksavvy where it was just download)
- Cost you money to cancel with them (so its more contractual than teksavvy)
- They charge at the beginning of the month (makes it very confusing to read statements)
- Customer Resource portal is horrid (shows usage for the day [combines off/on peak for the DAY] so you have to remember how much you used yesterday to find out how much you used today'During Peak').

Now onto My personal issues with them;
- I joined with them on Oct, 26th. I was charged a full month for October, November and now December.
- When the tech came my supervisor wasn't here so I couldn't get a bypass [my own fault] but don't want to pay to get another tech down here. So the rare days I do get buzzered I disconnect.

ALSO for GAMERS the latency from me to xbox servers (Detailed Network Statistics) is roughly 82ms after tweaking.

Honestly kinda regret leaving Teksavvy cause I thought I'd be saving money and getting a more reliable DSL service. The service is indeed more reliable but the latency is larger, and in the end its costing me more to buy extra bandwidth every month.
Have you registered to our brand new client zone? Send us your account details in private on our Facebook page our on EBOX direct on DSLreports. A supervisor will be more than happy to go over your file and to offer good solutions. As or the billing cycle, all of our clients are inside of the same mnthly cycle, from the first to the last day. Maybe it was not properly explained to you. There is a garantee period after your installation. So we should be able to send someone free of charge if we react fast enough. However, your buzzer issue seems really ridiculous and we WILL fix it. Please contact us in private, we really want to address all the issues aforementioned.
Rating:-1
Service: drydsl
City: Toronto,
ON

Mon, Dec 05,
2016

Very negative experience. Went all the way to Longueuil to get the modem. The technician didn't know much, even asked me if I had a drill to drill a hole in my floor to pass a wire! Internet was down 15 minutes after the technician left. It was on and off all night and the following days, despite spending HOURS on the phone to customer service. We also found out that night that we wouldn't have our phone service for another 4-6 weeks! We then had to replug our old modem in order to have our landline back. I wasted so much time on the phone, and lost countless hours of work. They still want to charge us for the week. After my husband complained, the customer service agent said that we wouldn't have to pay, that a supervisor would call us in the next 24 hours. 48 hours later, we received an email saying we would have to pay $50 penalty cause we were braking our contract. AS IF they filled their part of the contract! Very unreliable service. Would not recommend it. What we are reading here is unnacceptable. We would really like to address this situation. Please contact us directly through our EBOX-DIRECT forum on DSLreport, or in a private message on facebook. One of our managers will be more than happy to make things right.
Rating:-1
Service: wir
City: Montreal,
QC

Sat, Nov 12,
2016

I've been with eBox about a month now and to date everything has been great. I ordered their modem and better router which were delivered promptly for a reasonable charge. I have the cable 30/10 service and my speeds have been consistently close to that. The wifi coverage in our house is better than what it was with the Bell Modem/Router unit I replaced. We can have 2 or 3 users streaming video at the same time with no issues. So far no down time and no hardware re-boots have been needed. Perhaps other users problems are with their own hardware being somewhat incompatible. But for someone in the Montreal area using a cable service I have no problem recommending eBox. Hello and thank you for writing a review to EBOX! We are glad you could experience how our service the way it is meant to be and that everything was to your satisfaction. We prefer to have our clients use our own devices so we can provide assistance but will still work hard for clients that wish to use their own hardware. The strength of the signal of the router can make a difference and you are a great example of that. Thanks again and welcome to Ebox, we hope you have a great weekend!
Rating:1
Service: cable
City: Montreal,
QC

Thu, Nov 03,
2016

Extremely satisfied with the customer service and technician that came to fix my internet today! Everyone is so nice and helpful. The technician came the same day I called and changed all the wires which fixed my connection problems. I am so happy right now! 11/10 guys :) Good morning and thank you very much for leaving a review! We are glad to know that you were satisfied with the technician sent over to fix your service and we wish to continue having a wonderful experience working with you!
A good day to you!
Rating:1
Service: cable
City:
QC

Tue, Nov 01,
2016

Numero de client: CZ20
Je suis tres satisfait avec le service de Ebox. 10/10.
Merci beaucoup du bon commentaire! N'hésitez pas à nous écrire si vous avez besoin de quoi que ce soit.
Rating:1
Service: drydsl
City: Montreal,
QC

Thu, Oct 27,
2016

This company is a total scam! The service is unreliable, too many disconnections, when you call them, they try to sell you their modem. They never send a technician to fix it. You need to waste your time hours and still they promise you to fix the service. But surprisingly nothing happens and when you call back, they say they have no idea what you are talking about and they start the process again!!!!!. Almost always the invoices are over charged and you need to call them every time for the invoices to be fixed. Believe me! every single time you need to check your invoice. I called them to close my account, they usually put you on hold for 1 hour and they offer you something better, but again after a month, the invoice is even more over charged, you continue this circle and it never gets fixed. Finally, you need to call your Credit Card company to make sure to block them, because they never close your account. Its so weird! Please pay a bit more and get a decent service instead of having all these headaches! Hi,

We are very sorry to read about your bad experience. A supervisor would be glad to discuss everything over the phone with you. If you have us on facebook, you can send us your account informations in a private message. We will be more than happy to go over everything that happened and to offer proper solutions to rectify this situation even if your account is closed.

Sincerely
Rating:-1
Service: dsl
City: Montreal,
QC

Mon, Sep 12,
2016

I am a new customer of Ebox. The speed is absolutely not what it advertises. Ebox provides me a speed of 15MbpsD/6MbpsU instead of 25MbpsD/10MbpsU which is in my contract. I will definitely terminate my contract from Ebox. I called Tech Support multiple times (50 mins each call). Still the speed is extremely lower than what was advertised. The tech support tells me that "that's the best speed they can provide me"!!! Then why are you charging me for a higher speed when you can't provide the speeds on CONTRACT!!! That is illegal!!! I am going to terminate the service, I will also negatively recommend about EBOX to all my colleagues and friends. All this has been such a huge waste of my time. NEVER GO WITH EBOX!!! Hello,

I am very sorry for the inconviences caused with the service you are receiving.

If our support team has determined that the maximum speed we could offer you is a 15mbps download speed, a simple conversation with our costumer service or billing department would be enough to correct this billing issue. We do not in no way encourage billing a costumer for something different then what we can offer them.

Once again, very sorry for all the issues caused by this technical limitation.
Rating:-1
Service: dsl
City: Montreal,
QC

Sun, Sep 11,
2016

I would advise staying away from this ISP! I had multiple issues just with the installation. First, they told me that a technician would call me to schedule an installation date. After a week, I called to make sure everything was okay. Apparently my order had been put on hold without my knowledge because I had to send them a picture of my modem (they never told me I was required to do so).
Once that issue was resolved, three days passed until I received a call from a technician. He told me that service could not be provided at my location. Keep in mind: Before ordering the service I had specifically called the company to make sure that service was available at my location, and I was told that it was. So after a week and a half of hassle, I'm stuck with no internet.
I wouldn't waste your time with this ISP. Being put on long holds and dealing with this company's disorganization is not worth the risk of being declined service two weeks into the future!
Hello, I would first of all like to apologize if any information has not been given to you as required. When a costumer choses to use his own modem, we are required to request the picture of the modem showing the serial number and mac id so we can request it to be activated on the network. Since the modem does not come from us, we do not have these information in our system and must get them added. As for the installation, we always qualify the service before proceeding with a order. Unfortunately, since some areas are being changed to FTTH or FTTP networks. These type of services are still not available for ISPs like us and that until a final decision is taken with the CRTC. We in no way do this to avoid gaining new costumers and do our best to try and avoid these situations. We are sorry for the inconveniences caused by this issue for you.
Rating:-1
Service: cable
City: Toronto,
ON

Fri, Sep 02,
2016

Their installation process is nonsensical. Ebox messed up my installation date and refused to fix it, stating that they could not get their technicians out in time for the agreed-upon date. Now they're making me wait an additional two weeks for internet, over their mistake. I'm livid. I just wanted to support a local ISP. Hello,

We are sorry for any inconveniences caused during the activation process of your file. It is important to note that not having the authorization to have our own technicians on the network does make it hard for us to have total control over the dates given to us by our provider. We always do our best to get the most efficient date for our costumers. Unfortunately, as long as the provider does not provide us a final confirmation, we must await the decision on when the technician will be coming by to activate the service, like all the other third-party compagnies.
Rating:-1
Service: cable
City: Montreal,
QC

Mon, Aug 15,
2016

Worst customer service ever!!!
They were supposed to ship me a new modem since Thursday last week, but only shipped it next Monday 4pm. BUT, brilliant people working at EBOX cut my current modem Monday morning, thus leaving my family without internet Monday and Tuesday. I asked why they would cutoff service before making sure the customer got hid new modem? Very good point... My service had been good until August 1st, I noticed a drop in download speed. I would get between 1 and 5Mbps instead of the 15 I paid for. They told me my modem was at fault. But I didn't expect this mess, how complicated can it be??? Just ship the new modem, ONCE AND ONLY ONCE ITS received by the customer do you actually cut off the old modem. How difficult can it be ??? Go elsewhere.
Hello,

I would like to formally apologize on behalf of the whole team on the problem.
I take this time also to tell you that last week , until last Friday, we were out of stock on modems .
That said, we want to help you re-establish your connection.
We invite you to join our technical support for assistance regarding your internet service.
Cordially,
Rating:-1
Service: cable
City: Montreal,
QC

Thu, Aug 11,
2016

First of all, they deliver the internet speed they sell you, 24/7. No throttling. I've been so impressed by their internet service that I am urging all my friends in Toronto to switch. I did experience some bumps on the change to VOIP and the ebox senior team was there for me, evenings, weekends, even when they were on holiday, to straighten things out as quickly as possible. I had to purchase some additional equipment because of the peculiarity of my situation, they are compensating me for the outlay by reducing the (already reasonable) monthly charges for 36 months to come out to pretty much the amount I paid. ebox rocks, I can't imagine why anyone would stay with a big provider that charges double or triple the speed and delivers a third. My old provider used to blame poor download speeds on "what was inside the walls" of my house. Using ebox, those same walls are no impediment. I get exactly the speed I pay for. So I say don't think twice about changing. If there are any problems, let them know, you can deal by email, and they'll be there to fix it. I'm a big fan! Hello, I would like to take the time to thank you on behalf of all the EBOX team for sharing such a kind review! We were glad to assist you and see how hard work and dedication payed off. Our main goal since day one was to meet your expectations and deliver the best service possible! We believe in offering a costumer experience different then what other providers offer on the market right now and the way your case was handled is a good proof of it! I would also like to thank you for giving EBOX a chance to make a difference for you! Welcome to the EBOX family!
Rating:1
Service:
City: Toronto,
ON

Tue, Jul 26,
2016

I was happy with my reply from sales about my question, but it said they'd get back to me within 4 hours. They got back to me within 24 hours and it was a reasonable timeframe, but maybe EBox should increase what it says to 24 hours if they're not going to get back in 4. Hello,

This must have been a typo. We always try and remain reasonable in the delays we give our costumers. It is better to know what to expect then be surprised. If it could be possible for you to send us a email with this specific situation, we would be more than glad to correct the issue and avoid any further confusion.

Thank You!
Rating:1
Service: cable
City: Montreal,
QC

Tue, Jul 26,
2016

We are two people sharing an apartment and get 200GB/month. Have been using Ebox for about 3 months and so far it has been great. There are moments when it goes down unexpected but it usually comes back up pretty fast. Have used other services in the past and this has been the best price for the service we get for sure! Hello,

I would like to tell you how your comment is appreciated. It is always great to know that costumers are satisfied and that we are able to maintain a good price and a good service.
If ever you do seem to have any issues with the internet, do feel free contacting our technical support and they will be glad to assist you.

Thank You!
Rating:1
Service: cable
City: Ottawa,
ON

Fri, Jul 22,
2016

I like it Unlimited internet from 2AM to 2PM and I have 100% rebate on instalation.
a great and stable speed internet.
Numéro de contrat: 105072
Hello,

We are very grateful for your time. Sharing your experience with us is highly appreciated!

Thank you!
Rating:1
Service: drydsl
City: Lasalle,
QC

Fri, Jul 22,
2016

Installation and service were great. However, despite many calls, the local cable company that they deal with (COGECO) made everything to increase the delay that it could take to activate the cable internet connection. In fact, they blocked my cable MAC modem address which is bullshit since the cogeco technician himself came to my house to install the modem. I think it was his job to do the whole installation as well. Hello,
We are very sorry you've had a bad experience during your installation. Don't hesitate to contact us if you want to escalate this situation. We are here to deal with the bigger companies so you don't have to.
Rating:0
Service: cable
City: Roberval,
QC

Sun, Jul 17,
2016

I've been with Ebox for more than 3 years. It was fine till 3 months ago. Since 3 months ago, I experience a very unreliable service and a lot of disconections during the day. From 8 AM to 1PM. It disconnects randomly 2 or 3 times. From 1 PM to 4 PM it disconnects almost 10 times, and from 4PM to 6Pm it disconnects every 10 minutes!!! The speed is also almost haf of expected. I am gonna probably cancel my service soon. Their customer sercvice was always awful, probably I do not bother to call them about issues cause its a waste of time Hello,

Our technical support is very useful. They have a lot of different solutions to solve your problems. Depending on the network you're using, your disconnections could be caused by a number of reasons. A quick discussion with our team will ensure we can diagnose the situation properly. If you want to escalate this situation, don't hesitate to call our customer service and request to speak to a supervisor. We will be glad to do a follow-up and we will do everything in our power to rectify the situation.
Rating:-1
Service: dsl
City: Montreal,
QC

Fri, Jul 15,
2016

REALLY bad service. Can't get them to reverse my credit card charges. Signed up for phone and internet, the day of they said the phone number couldn't be ported, Ok, so I cancelled everything. They would not reverse the 101$ on my credit card??? said they would send a cheque? What type of business is this. Hello,

We are sorry if ever the refund process we have causes any inconveniences.

If ever a cheque is not a good option for you, what we can suggest is you contact your credit card company and ask for a charge back. This action usually does not imply any fees and if ever a written confirmation from us is needed we will be glad to provide it to you.

Once again very sorry for any inconveniences.
Rating:-1
Service: drydsl
City: Cantley,
QC

Mon, Jul 11,
2016

This company sucks, the 1st sales agent lies to me about bell wiring other rooms that don't have connections which the bell tech said its for bell cx's only. Then I return their box via Canada Post next day and they receive it under 24 hours, however, when i switched to the cable plan, they charged me again and didn't give a credit and to add further frustration, I've waited 6 days for the new modem to arrive and its says item left montreal since last wednesday (probably lost) via Purolator. My home phone was ported and is not working since Friday since my service hasn't been setup and even if it was, there is no equipment to use it with. I going back to Rogers and expect a refund, please stay away. I was on hold for most of the time and they blame purolator-which has bad reviews on google, yet it still their faults for using such an unreliable company. Hello,
The agent told you the truth. Within the limits of what is possible, the technician has to relocate the wire for you. If it's impossible, he his under the obligation to explain why. As for the Canada Post issues, we're very sorry about the situation. With the current lockout threats, people across Canada have been relying on private companies like Purolator more than they used to. This is the main cause behind the shipping delays. Once the phone number is ported, all that is left for you to do is plug in our equipment, once it is received of course. With that being said, we can easil help you track the shipment or at the very least organize an express shipping to ensure you can use your services. We would really much like to adress this situation. Please contact us in private so we can show you how we became one of the most caring internet service providers out there.
Sincerely,
Rating:-1
Service: cable
City: Toronto,
ON

Thu, Jul 07,
2016

Very unstable service this past month
speeds are only half what I pay for when I even have a connection. I can no longer recommend this ISP
Hello,
How long have you experienced issues for? Did you contact our technical support team? This problem could be linked to the moving period. Technicians are completing installations left and right. It's not unusual for a technician from our provider to make physical changes on connections that affect other users. Please contact us in private so we can adress this situation accordingly. We surely have solutions for you.
Sincerely,
Rating:-1
Service: drydsl
City: Verdun,
QC

Mon, Jun 13,
2016

D'abord, la vitesse de transfert en aval est instable. Le forfait extrème 25 mbits n'atteint pas ses promesses, ne dépassant souvent pas le 8 mbits (vitesse testée sur le serveur de Ebox). Le soutien technique est incapable de régler le problème à distance et on me demande de me rendre à la boutique de Longueuil pour faire examiner mon modem, qu'on refuse d'échanger par la poste. Ce n'est pas la première fois que j'éprouve ce genre de problème technique (vitesse sous 10 mbits) avec Ebox. La première fois, après de nombreuses discussions pénibles avec le soutien à la clientèle, toujours incapable de trouver une solution, le problème s'est réglé de lui-même, comme par magie. Mais cette fois-ci, on refuse le m'aider et on m'obliqge de me déplacer à Longueuil. J'ai dit au service à la clientèle que j'allais chercher un autre fournisseur et annuler mon abonnement chez Ebox et on m'a répondu: "désolé, mais on ne peut pas vous aider". ??? En conclusion, les économies que vous ferez chez Ebox se payent par une ligne qui fonctionne au relenti et un service à la clientèle incompétent. Ebox semble proposer un bonne affaire sur papier, mais en réalité, ce n'est pas le cas. Bonjour,
Nous sommes désolés de la problématique rencontrée avec la vitesse et du résultat obtenu lors de votre appel. Cependant, la demande de vous rendre en magasin est de s'assurer du bon fonctionnement de votre modem ainsi que des tests nécessaires a cet effet. Pourriez-vous nous envoyer votre numéro de compte ou numéro de téléphone et un superviseur se chargera de régler la situation dans les plus brefs délai.
Voici le courriel: escalations@electronicbox.net . Nous nous assurerons d'améliorer votre expérience avec nous.
Cordialement,
Rating:-1
Service:
City: Montreal,
QC

Sun, Jun 05,
2016

Their service seems buggy. I use their cable internet and phone service and it often just fails for no reason. Today I cannot get ANY calls to come in on my home phone and when calling for support, the phones are not even answered! I am well within a day and time that I am supposed to get service, but right now, I am paying for a service that I am not getting at all. On top of this, I am in a VERY critical personal family situation where other family members need to be calling me often... and cannot!

I am giving them 24 hours to get their act together else I change providers and also post a similar and more detailed posting about my experiences with them. When they work, they work well... but when they don't work, they are not quick to get things up, they expect you to do a lot of the work for them and are slow or impossible to contact. For example, today I have made a total of **55* calls to their support and NO ANSWER.

Exbox... that's a MAJOR FAIL!
Good day,
We apologize for any inconvenience that might of been caused by either the quality of the service or the assistance you received with your account. Please detail your situation at the following email address and we will do the necessary adjustments to fix these problems (escalations@electronicbox.net).
Regards,
Rating:0
Service: cable
City: Brossard,
QC

Sat, Apr 30,
2016

First of all, I signed up with EBOX on a Saturday and received my cable modem the next business day. The EBOX employee I spoke to was very nice and helpful. Excellent service so far.

The transfer from Videotron internet to EBOX was silky smooth.

When I signed up, the EBOX employee confirmed a switch day with me on the phone, and when that day arrived, Videotron cut my service, I received an email from EBOX telling me the transfer was made, so I removed my Videotron modem, plugged in the EBOX one and around 20 mins later my internet was up and running.

Great price, great service, ZERO downtime, I honestly didn't expect the switch to be this smooth. Knowing this I would have switched back in December.
Hello,

Thank you for your comment and welcome to EBOX .
We have a great team and work strong to give a different service.
Thanks again
Regards,
Rating:1
Service: cable
City: Saint-laurent,
QC

Mon, Feb 22,
2016

Accepted payment for a modem and cable internet services on Sunday. On Monday they called and said that they would be unable to provide those services and that a cheque would be provided in and indeterminate amount of time after the modem that they sent was returned. I was advised to dispute the card on my credit card if I had an issue with this timeline.

I contacted my credit card company, and it became clear that they do this because they know they have roughly 45 days to send the cheque before this process goes anywhere. From the other comments on here, this is clearly an established practice of theirs, to charge money without doing proper due diligence to determine that they are able to provide the services that they claim. They will make charges quickly, but take their time in issue a refund. I would be very wary of dealing with such a company in the future.
Hello,

We always do our best to confirm if the service is available or not for our costumers when singing up. Unfortunately, being a TPIA does make it complicated lately as we still do not have access to the locations being offered FTTP and FTTH services. Once those services are installed at a residence we lose all type of access to it. We are not advised in advance that this type of upgrade was done in a area or precise residence. This is the main reason why we are currently facing situations like yours.

Regarding the refund, we do our best to get the refunds sent out to the costumers as quickly as possible. We also suggest charge backs directly on the credit cards to costumers to make everything faster and quicker for them to get the money back. We would not offer this solution if we were not aware of the importance of getting costumers there money back in these type of situations. If ever you do not want to go with the charge back, then we will proceed with sending the refund through mail.
Rating:-1
Service: cable
City: Toronto,
ON

Thu, Jan 21,
2016

Background: I live in a Condo, and had Bell High Speed Internet. I rely on torrents for much of my media, and detected noticeable throttling of my connection taking place (oscillations between 2 MB/s download rates and 0MB/s, constatantly yoyo-ing). I heard that Electronic Box didn't do this, and had witnessed a very strong connection at a friend's apartment (where there were two PS4's playing online, a live video stream, and at least 10 devices connected to the Internet without any interruption).

Setup: I switched to Electronic Box and at no point did they tell me that I needed to buy a new Wifi router for it to work. That they were not providing one. I found out when their installer showed up and appeared frustrated with me because I didn't have one. So this cost me another (unexpected) $150 since I wanted the best connection possible.

Now: After setting everything up, I have basically the same speed levels that I had with Bell, with ongoing throttling any time I am simultaneously uploading and downloading. Maybe it's because I am in a Condo building and my friend (mentioned above) is in a House. But ultimately, I am out several hundred dollars to be right back to where I was before. Electronic Box has my business now because I'm not willing to pay all the switching costs all over again, but needless to say that I doubt I'll go back with them once I move.
Hello,

We are sorry to note that the information was not mentioned to you when you has created your account online. We would like to mention that all cable modems cannot procure wireless networks. We will be careful to notify the information because it is very important to us that all information needed to run the service is provided to our customers. About throttling, this is not a thing that is use for the service. The speed transmitted to you is completely your and we do not reduce the speed when you download or use torrent. If in case the service would be problematic, contact us directly to the technical support, we will be happy to make the necessary tests and resolve, in the best way possible, the issue. We sincerely regret that this situation is able to influence your opinion. Do not hesitate to contact us in any case we will be happy to help you!
Rating:-1
Service: cable
City: Montreal,
QC

Sun, Jan 17,
2016

Very fast and stable.
The only problem I've had was when I went over my monthly quota, the extra are very expensive when you don't buy them upfront. Unfortunately there was no alerting service either by email nor SMS like Videotron offers, so you would have to check the usage dashboard from time to time, and by extra blocks at the end of the month if you go over you quota.

There is http://ebox-alert.ca now that will alert you automatically before you go over your quota.
Hello,

Thank you very much for taking the time to write us a comment.

Regarding your plan, maybe you can upgrade it to make sure to have a plan that fits your usage. We do not offer alerts, but of course, it will be our pleasure to help you find the best plan for your online activities. If you are interested, we can discuss about a solution for your usage. Normally, each Gb that exceeds your plan are 0.50$, but you have several options to avoid those fees.

Please give us a call so we can solve that situation.
Rating:1
Service: cable
City: Montreal,
QC

Mon, Dec 28,
2015

Unfortunately not a good experience with this company.

I E-mailed the company to confirm what the highest speed and type of service they could offer. Electronic Box responded quickly that they have cable at 100Mbps/10Mbps. I then followed up with two phone calls asking for confirmation. They confirmed it is available. I made another phone call and opened an account. They took $365.10 from my credit card as prepayment which included installation, month of service, modem cost and shipping for the modem.

The next day they inform me that the cable service is not available in my area. They counter with a much lower 15Mbps/1Mbps ADSL service for a somewhat lower price. I indicated that I already have that service and see no reason to switch companies for the same service provided at this time.

I ask for a refund. They were unable to credit my credit card. Instead they indicated they would mail a cheque which would arrive in 2 to 4 weeks.

I feel like I was played a little. Perhaps Electronic box needs a better method to determine is service is available at a location before taking payment. One would have thought that checking for service would trump moving forward with payment.

Oh well, lesson learned. I hope others can benefit from my experience.
Hello,

I am sorry to see that unfortunately access to get your connection with us up and running has been denied. Sometimes due to updates in different areas we end up being unable to provide certain type of services. This issue has also become more frequent since some areas have been switched over to FTTP or FTTH services.

Also, for the refund, we are not authorized to contact a credit card company for a costumer. What we do suggest is either to proceed with the refund by mail or you may always contact your credit card company directly to ask a charge back on the payment done. If ever they do ask you for a confirmation from us, then we will be able to provide you the confirmation requested to help you get this done as quickly as possible! Contacting the credit card ourselves to proceed with the refund is unfortunately out of our possibilities.

Thank You!
Rating:-1
Service: cable
City: Fisherville,
ON

Fri, Oct 23,
2015

Service and price is good. No problem. Thank you very much !
Don't hesitate to contact us if anything .

Welcome to Ebox !
Rating:1
Service: cable
City: Longueuil,
QC

Sat, Oct 17,
2015

Does not offer ip address that is from Toronto. Websites that are sensitive to Quebec/rest of Canada, I could not access, as my ip address was recognized as coming from Quebec (Montreal/Longueuil area). Called to ask for Toronto ip address, they mentioned they have had this problem and they have "fixed" it and will not do more about it. Do not get this ISP if you are from Ontario or anywhere other than Quebec. Hello,

We will take a look in your case and try to find a solution.

It is possible for you to provide us your IP address? You can have access to this information at myip.electronicbox.net. Could you also tell us how many websites are problematic? The best would be to provide us with a list, if you could. After, we will search with them what is the issue and send them a message to verify what is going on, because most geolocation databases are now fixed.

In this case, the problem could be because they use an old geolocation database with broken results. The best way to that resolve point will be to send us an email, directly to the webmaster .

Let us know in order for us to help you better. You can write us at escalations@electronicbox.net.
Rating:-1
Service: cable
City: Toronto,
ON

Wed, Sep 02,
2015

at the beginning they were somewhat mixed up. I've had problem with the facturation and it took a LONG time to fix it. They have a lot of staff turnover, this might be why they are having some problems once in a while. But after 3 years I can say things have improved a lot. HOPEFULLY it will remain OK... As an cable internet company they do what they are supposed to do, the speed is constant as they use the videotron infrastructure anyway. The service is OK, a little waiting time on the phone but just don't phone at 4 or 5 PM like too many people do. I would recommend them.
Rating:1
Service: cable
City: Québec,
QC

Tue, Jul 07,
2015

Here is the terrible experience I am having with electronic box:

I asked this ISP for their service at my new condo. At first they said they can provide service, charged my credit card 123$ and later on they came back to me that they don't support at my place and going to send me a CHEQUE.
It's been more than three months and I have not received any cheques yet.
I called them, they cancelled one cheque, sent another, no result. Called them again and they said if they want to send another cheque, they are going to charge me 10$.... whattt?
Just imagine that, for a service that wasn't started at all !!!
I'm having terrible experience with them.
And I have not been reimbursed the money I paid them for nothing !!!!!!
Rating:-1
Service:
City: Toronto,
ON

Mon, Jul 06,
2015

I had an okay service with them for 3 years. Their support knows how to quickly adjust to your technical level, which is awesome, but we got screwed big time by them this week.

A year ago, I moved my phone from Bell to them, which means we needed to be moved to a dryline. We payed all the fees but they never came to install anything. Fast forward to today, Bell randomly decides to finally cut our line and we're left for a whole week with no internet or phone, which is entirely ElectronicBox's fault. After hours spent on the phone, the best they could do for us was credit us the 15$ for the week we didn't use... could not believe it. I had heard good things but this has left a very bad taste in my mouth.
Rating:0
Service: drydsl
City: Montreal,
QC

Wed, Apr 22,
2015

Reliable internet service, tech support always available, billing is friendly and informative, excellent pricing. Been with them 1 year, if they keep it up, not changing any time soon.
Rating:1
Service: drydsl
City: Ottawa,
ON

Wed, Apr 01,
2015

Most of the times it works well but it does get extremely slow around 9 pm every day.
Rating:1
Service: cable
City: St-laurent,
QC

Wed, Feb 25,
2015

Now I'm in process of switching from Acanac cable to ElectronicBox cable service, after releasing my modem from old ISP, it already took one week - no service, no connection, no internet access. Initially was promised the connection to their service could take 1-2 days, later - up to 5 days, now I got answer it could take up to 2 weeks. Common in 2015 to connect modem it takes up to 2 weeks!!! ridiculous. And now I read comments here and realised that at the end of 2 weeks I could get respond, that they could not provide service at all at my location.
Be aware.
Rating:-1
Service: cable
City: Montreal,
QC

Sat, Jan 17,
2015

Stable service, good communication, no trouble whatsoever, very competitive cable price.
Very satisfied customer after 3 years of business with electronic box.
One thing I'd like to see: a proxy service a la Acanac.
Rating:1
Service: cable
City: Gatineau,
QC

Wed, Jan 14,
2015

sales team seems clueless... I emailed several times.. called few times before I finally decided to signup two days ago.. I get disconnected TWICE.. finally, I get signed up, they charged the payment to credit card. The next day I get a call that the cable company 'refused' the service.. so I was asked to verify the address.. then I get a call for the apartment number - I dont have one - its a house!
the rep looks up the address on google map just to verify the location... then Im asked for a current cable bill just to show availability at my address... and then I get a call that its NOT available.. so it took two weeks and 6 different reps before one finally realized that its NOT available... then again I get a call that the only way I can get a refund is by a cheque which I have to wait til next friday?!
Rating:-1
Service: cable
City: Harrow,
ON

Wed, Jan 07,
2015

In Quebec, I've been with them for almost 2 years (30&60mbs cable plans). Great service, great support, great price. Recommended to many friends who switched and are happy about it!
Rating:1
Service: cable
City: Beauharnois,
QC

Mon, Jan 05,
2015

Using since 2 weeks and regularly checking the internet speeds; haven't had any hiccups so far; just as promised. Thumbs up!
Rating:1
Service: cable
City: Toronto,
ON

Wed, Oct 29,
2014

It`s Worst one!
always they are late in all services and i had many bad experience with them.
I registered for cable service and after TWO WEEKS they told me they are not capable to this services in my location. and i want to give back my money and now it`s about 3 weeks they don`t pay back my money.
Rating:-1
Service: cable
City: Montreal,
QC

Thu, Sep 04,
2014

I was very excited to get Fttn internet from Electronic Box, but Three months in its been nothing but problems. I am sure in Quebec these guys are awesome, but the level of service, support and reliability in Ontario is leaving something to be desired.

I called up to take advantage of a half price offer they had for Cable internet service in my new house. I am told that yes I could get the package, so they charged me for the setup and I was none the wiser. I then find out, no I can't get cable in my area. They told me I can cancel my install but they cannot reverse the charges they have already made, and I can use it towards another service. I'm sorry but that's your mistake, why won't you refund me my money that you took for no good reason? Anyway, I use it as a payment for FTTN service, which gets set up a few weeks later.

The setup man came and hooked up the modem, but didn't bother to check if the internet was working - it wasn't. I then had to spend an hour on the phone with Electronic Box getting it fixed. I finally get internet set up, and it turns out Electronic Box had sent me the wrong password for my account. Ok fine everyone makes mistakes.

It's been three months. I am loosing connection about once a week, and need to reset my modem. My speeds are less than half of what I am paying for. I am on the 25mbps FTTN package, and in evenings I am getting 5mbps, during the day the maximum I have ever seen is 12mbps. I continue to email them, but they do not respond to emails in a timely manor, and it takes multiple days to even get a response.

As I type this I am on hold. I was in the English Queue position 11, and made it down to position 1, then all of a sudden a french voice starts speaking and tells me I am position 15 in the queue. Now I am being addressed only in French - which I do not understand.

All my invoices come in French, as do emails from the company. I feel like a second class customer, like they don't care because I am not a Francephone. I have been on hold for over an hour, and now am at position 5 in the French queue so I predict I will be on hold another 30 -40 minutes before I am thrown back into a random queue.

I would advise Ontario customers to stick with an Ontario company, or at least wait until Electronic Box sort themselves out, because they don't give a crap about your service.
Rating:-1
Service: drydsl
City: Burlingtonn,
ON

Wed, Sep 03,
2014

I've been with EBox for about a year now and wow, I couldn't be happier. I use their 15 down/10 up cable package. Billing and support agents are all perfectly bilingual and extremely helpful. It has taken a little while to get a hold of someone by phone a couple times, I suppose during peak hours, but in general it doesn't take long to reach someone by phone or e-mail. My internet speed has been incredible, exactly as advertised and consistently. Their pricing can't be beat and I've used their referral program to my benefit. Don't hesitate to check out this smaller Montreal-based reseller as they are easily the best I've dealt with so far. Thanks and keep up the quality service!
Rating:1
Service: cable
City: Montreal,
QC

Mon, Jul 14,
2014

Stay away. I have always had problem with my service and then one day it just stopped working. A rep told me he was sending me new box for FREE because I was freaking out that my internet was going to be out for an extended period of time. I use my internet for business. Anyhow, now they claim they never said that! Let me guess I'm a liar right? They record all phone calls and I asked to have the call listened to and have someone call me back. Surprise, Surprise I have not received a call back! I have called twice to resolve this issue and each time they say a manager will call me later. Just to note the modem they sent me doesn't even work at my house. They have no clue what they're doing.
Rating:-1
Service:
City: Montreal,
QC

Sun, Jun 22,
2014

STAY AWAY FROM THIS ISP.

If you have issues technically, you're better off looking somewhere else.

I had an outage of 8 days, and this provider was not able to resolve my issue. I followed-up everyday, and that did not help. It will also take them 6 BUSINESS DAYS..... let me say that again, 6 BUSINESS DAYS to get a technician to come over.

I have requested for a refund and cancellation of service. Hopefully, this one would go smoothly.

WASTE OF YOUR TIME. Stay away.
Rating:-1
Service:
City: Toronto,
ON

Wed, May 14,
2014

I switched to Electronic box 2+ months ago, and am very satisfied.
Excellent fees for the base DSL package, with no activation fee, and excellent technical support. Of course, it is using Bell to provide the service, so that has the same quality as Bell DSL, but with nicer rates :)
Thank you very much for your comments. We are glad to have satisfied yet another customer.
Have a nice day.
Rating:1
Service:
City: Montréal,
QC

Tue, May 06,
2014

I have been with electronic box for 2 months now and it's been great since. All I ask is a better and constant connection because I paid for 30 Mbps but something I get 5Mbps Good day,
The situation you have described is abnormal and should not occur considering the speed you are suppose to be receiving.
Please send us an email at support@electronicbox.net and we will be able to make certain tests in order to determine what the issue is.
Regards.
Rating:1
Service:
City: Laval,
QC

Wed, Apr 02,
2014

Terrible customer service. Suffered service interruptions for seven months after switching to faster speed. Try to live without internet while in school. It was modem after all. Seven months to detect this problem? Billing customers a month in advance. Treat to disconnect if don't pay in advance. Very bad customer skills Good day,
We apologize for any inconvenience that might of been caused by either the quality of the service or the assistance you received with your account. Please detail your situation at the following email address and we will do the necessary adjustments to fix these problems (sales@electronicbox.net).
Regards,
Rating:-1
Service:
City: Richmond hill,
ON

Wed, Mar 26,
2014

It's been a little more than a year that I'm with them and I'm very satisfied of the service. I couldn't reach a seller by phone when I tried to call them (more than 30min of waiting) so I registered online. I picked up the modem at their office to save on modem shipping and Videotron came by and installed very professionally. I got no downtime since then and, when I had to change my credit card info, I had someone instantly on the phone. Overall satisfied and a lot cheaper than the big 3.
I also noted that people had problems when on FTTN. I must say that I had a lot of problem with Bell when I was with B2B2C, Bell are a lot less cooperative when you're not directly with them(3 missed appointment, wrong address, less speed than sold, etc).
Go for cable when on ElectronicBox
Thank you for taking the time to write a review. I'm glad you are satisfied with the speed and the service overall.

Regards.
Rating:1
Service:
City: Mtl,
QC

Sun, Mar 23,
2014

Blocked webpages Good day,
Our company does not block any web pages therefor this issue might be related to a technical problem. Please send us an email describing your situation and we will do the necessary to resolve this siuation.
sales@electronicbox.net
1-877-282-6933

Regards.
Rating:-1
Service:
City: Mercier,
QC

Thu, Mar 13,
2014

Service rapide, transfert de Vidéotron sans failles. J'ai le service depuis 6 mois et je n'ai jamais eu de coupures ou baisses de vitesse. Je pense même à augmenter au 30 Mbps! La seul chose est que j'aimerais dont avoir les mêmes prix qu'en Ontario, plus de capacité et de vitesse pour le même prix. (Je comprends que les prix viennent de Vidéotron et Rogers mais bon..)
Sommes tout, vous cherchez à changer, n'hésiter pas d'essayer Electronic Box !
Nous vous remercions d'avoir partager votre expérience avec notre compagnie. Lorsque vous allez vouloir changer de forfait, contactez nous avant le 6 de n'importe quel mois pour que nous puissions effectuer cette modification le mois suivant. Vous pouvez nous écrire un courriel à sales@electronicbox.net pour signaler ce changement.
Bonne journée
Rating:1
Service:
City: Gatineau,
QC

Wed, Mar 05,
2014

aucun probleme Merci pour votre commentaire. Si jamais vous avez des questions concernant nos services, n'hésitez pas de nous contacter.
Bonne journée
Rating:1
Service:
City: Assomption,
QC

Mon, Feb 24,
2014

New client with Electronic Box and the switch from my previous Cable ISP to them was without a problem. So far so good and the speed is up to my expectations. I recommend them !!! - Nouveau client avec Electronic Box et le transfert depuis mon ancien fournisseur internet par cable s'est effectué sans problème. Jusqu'à maintenant tout va bien et la vitesse correspond à mes attentes. Je les recommandes !!!

CS158
Merci encore une fois.
Rating:1
Service:
City: Chicoutimi,
QC

Sun, Feb 23,
2014

The service has been great and so has the customer support. The Internet is fast and I don't have to worry about bandwidth. Thank you for your positive feedback.
Rating:1
Service:
City: Mississauga,
ON

Fri, Feb 21,
2014

on behalf of CJ124 and CJ129 The Service and Bandwidth is EXCELLENT. 4months in and I'm extremely pleased. The best part about it is ITS COSTING ME 15% cheaper then the competition and I get FASTER SPEEDS. Its a no brainer SERIOUSLY CONSIDER SWITCHING OVER to Electronic Box!!! Good day CJ124 and CJ129. We appreciate your comments and we are happy to have satisfied you with our competitive rates and the quality of our services.
Thank you very much and have a nice day.
Rating:1
Service:
City: Montreal,
QC

Fri, Feb 21,
2014

My experience with ElectronicBox is good in general. Thank you for your comments!
Rating:1
Service:
City: Montreal,
QC

Thu, Jan 09,
2014

Signed up with Electronic Box in December, and I am really impressed so far! The rep I talked to when I called was really friendly and patient, we got hooked up within 3 days of signing up, and service has been perfect since. And all of this for an awesome price. Totally recommend Electronic Box! Good day,
We would like to thank you for your positive feedback. Offering a service of good quality as well as unbeatable prices are what we aim for at all times. In the future, if ever you have any inquiries about our services, please do not hesitate to contact us.
Regards.
Rating:1
Service:
City: Montreal,
QC

Sat, Jan 04,
2014

We started using this compagnie since september 2013 untill now and everything seen perfect with them. Maybe the only thing that took time was the installation, we had to wait 2 week for them to come install internet but the installation was fast with no problem. We also took the 30 Mbit/sec and when I do the speedtest i always got the full speed with a very stable connection. There where no lost of connection since now. If you are choosing for a good internet service provider take this once you will not regret it and on top of that the price is cheap too if you compare to Videotron that offers the same thing but 20$ more expensive. At the beginning i was like you guys reading these comments and i didnt know if it was good. However, i took a riqsk and it was worth it. Hello,
When it comes to the installation, we unfortunately have no options when it comes to the delays. All Third Pary ISP have the same waiting period. We thank you for giving our company a chance and we will continue providing you with a service of great quality.
Regards
Rating:1
Service:
City: Montreal,
QC

Fri, Dec 20,
2013

This comment is for the person disapproving about not getting the actual speed the company offered. Let me clear it down for you. The speed shown on the website is measured in Megabits as you mentioned about yours which is 10MB.

When you download something from the internet onto your computer, the measurement of that process changes from Megabits to Megabytes. A Megabyte is equivalent to 8 Megabits. So virtually, to find out your actual download speed, you need to take your download speed offered by the company in Megabits and divide it by 8. In your case, you get 1.5MB/Sec which is more than what you are supposed to be getting. The normal speed would be 1.25MB/sec without taking into account of the internet protocol leeching some of that speed for data transfer control which is about 10% of it leaving you with 1.23MB/Sec.

If I were you, i'd be quite happy with the deal. What remains of your other issue, every company experiences technical problems such as the one you described. No company will ever guarantee you a connection free of disturbance which may happen once in a while. You just need to coop with it.

Regards, a satisfied customer.
Rating:1
Service:
City: Brossard,
QC

Sat, Dec 14,
2013

Service is A1, connection A1, stop paying more for less...
Rating:1
Service:
City: Longueuil,
QC

Thu, Dec 12,
2013

Recently I've been very disappointed with electronic box. The download rate is much slower than what is advertised. The last few speed tests using Ookla indicated a download rate of 1.5 MB/s and sometimes lower than 0.5MB/s, while I pay for 10 MB/s. I will likely switch to a functional ISP shortly unless performance is improved. Hi, i am sorry to ear that you are experiencing trouble with the speed of your connection. If it is still an issue, i would advise you to contact our technical support to fix it. You can contact us over the phone at 1-877-282-6933 or send an email to support@electronicbox.net.
Rating:-1
Service:
City: Montreal,
QC

Sat, Nov 30,
2013

Stay away from this company!!!
Rating:-1
Service:
City: Montreal,
QC

Thu, Nov 21,
2013

To follow up on my review below (November 4, 2013), I shipped back the modem as instructed by the company, but it has been over two weeks and I still have not received my refund. I also emailed escalations@electronicbox.net and ombudsman@electronicbox.net two days ago as suggested by the Social Media Coordinator in response to my post, but have not received any reply. I understand that my situation may be in the minority, but I would hope that no company treats even the minority of its customers as poorly as Electronic Box has treated me. Good day,

Has your issue been resolved? It generally does not take that long for our clients to receive their refund. If ever you still have inquiries about your this amount, I would suggest you contact the customer service department who will then forward you to te billing department. Regards
Rating:Comment
Service:
City: Toronto,
ON

Mon, Nov 11,
2013

I'm having an extremely unstable upload speed, which makes it hard for me to stream proprely.
Rating:0
Service:
City: Montréal,
QC

Sun, Nov 10,
2013

service is quite stable and customer service is good too. Only problem for user in Ontario is that location based service recognized the user in Montreal.
Rating:1
Service:
City:

Sun, Nov 10,
2013

I enjoy Electronic Box's services, but they always seem to be slow in the evening.
Rating:0
Service:
City: Montreal,
QC

Sat, Nov 09,
2013

Everything is OKq
Rating:1
Service:
City: Laval,
QC

Sat, Nov 09,
2013

Great service, really good price.
Rating:1
Service:
City:
QC

Sat, Nov 09,
2013

I get the speed I pay for.

But sometimes, I get really bad bandwidth. I pay for 20mbits/sec but when I go to speedtest.net, I get a poor 3mbits/sec. I wait 2 or 3 minutes (or I reset my modem) and I get back to 20 mbits/sec. I am not sure why.
Rating:1
Service:
City: Montreal,
QC

Fri, Nov 08,
2013

Very nice support, stable speed, just love my new internet provider!!

Christian
boutetchristian@yahoo.ca
Rating:1
Service:
City: Montreal,
QC

Fri, Nov 08,
2013

Excellent service complet, rapide et fiable.
Rating:1
Service:
City: Montréal,
QC

Fri, Nov 08,
2013

Hi,

...wrong informations for sales.
...technical problems with phone setup during few days


Michel Tremblay, P.eng.
Rating:-1
Service:
City: Boisbriand,
QC

Fri, Nov 08,
2013

The DSL speed is very unstable. I hope that it can be stabilized. I pay for 10 Mbsp but only receive 8 Mbsp, and sometimes 7. This is very strange as when I signed up I was told that I should be able to get the entire 10 Mbsp. I hope they can fix this, otherwise I should pay less as I get only 8. Other than the speed, I am satisfied with the Electronic box.
Rating:1
Service:
City: Lasalle,
QC

Fri, Nov 08,
2013

Excellent ISP
Rating:1
Service:
City:

Mon, Nov 04,
2013

I recommend you stay away from this company. It is possible that you luck out and actually get the service you pay for, but if you end up having any issues at all, my experience shows that no one at this company knows what they are doing and they do not care one bit about customer satisfaction or good business practices. Here is what happened to me:

September 23: I subscribe to internet service by phone. I am given an installation date and my credit card is charged for the first month's service and modem rental.

September 30: The company calls me to inform me that they are unable to provide internet service at my address (in the middle of Toronto), even though they looked up the address when I subscribed. They say that they will send me a return label for the modem and a refund by cheque in the mail, which should arrive in 2 weeks at the latest. I don't understand why they can't just reverse the credit card charge, but I don't make an issue of it.

October 23: I still have not received anything. I am told that I will receive the cheque and return label in a week.

October 28: I am sent a notice by email that I have to return the modem within 20 days at my own expense or I will be charged for it. I reply to this email to ask if it was a mistake but receive no response.

November 1: I call the company to ask the status of my refund. The first representative tells me I will not be given a refund and the modem has to be sent back at my own expense. Then he gets his supervisor who tells me that they sent the refund and return label already but it was never delivered. I ask him for the tracking number so I can verify his claim, but he refuses to give it to me. He also asks me my postal code and then insists that it is wrong and that I don't know my own postal code. In the end he agrees to send the refund and return label again on the following Monday and send me the tracking number.

November 4: I get a call saying that the return label has been shipped. When I ask for the tracking number, the representative says there isn't one. A few minutes later he calls me back saying that it wasn't sent by mail but it was emailed to me to print out. I tell him I have not received any such email. He says he will get back to me, but also mentions that I will not be given a refund until the company receives the modem.

As of writing this review the company still has my money and no one there seems to have the slightest clue as to what's going on. I have never dealt with such blatant incompetence in my life. Like I said, it's possible that their internet service is acceptable if all goes well, but if anything goes wrong, this is the idiocy you can look forward to dealing with. If you'd rather avoid the hassle, I'd recommend looking somewhere else.
Good day, we are sorry you had a bad experience with our service. We would like to verify what went wrong and make sure this don't happen again.

please email us at escalations@electronicbox.net with your customer # and telephone number where we can speak with you.

If you still cannot obtain satisfaction, you can email ombudsman@electronicbox.net who act as a mediator between the company and customers to find a common ground.

Our goal is to ensure all our customers have a pleasant experience with our services. As per recent survey Electronic Box ranked #1 in Canada for satisfaction and stability of it's services. We understand perfection is not always possible and a minority of customers can have an unpleasant experience. In such situations we try to find a common ground and resolve the situation when possible.

We would like to apologize on behalf of Electronic Box and offer you a rebate should you want to give us a second chance.

Thank you for your time writing a review.

--

Social media coordinator.
Rating:-1
Service:
City: Toronto,
ON

Wed, Sep 11,
2013

When I first saw Electonic Box on this website I thought that it was a solid choice and a solid value. So, I gave them a call and set a day for installation. Since they run off of Bell lines, technicians from both Bell and Electronic Box have to show up to do the installation.

Come the day of the installation (Aug 26), Bell showed up, told me that they couldn't do the installation because they didn't have a tool and couldn't get a hold of the other technician. The Electronic Box guy showed up, changed a phone line panel and left. I never got a call back from Bell about coming back that day. So no internet that day.

Two days later I called Electronic box to reschedule an installation day, telling them that Bell needs to finish their installation. I was given a range of two days about a week away (Sep 4-6). Not great, but fine I'll deal with it.

Getting a confirmation call, Electronic Box bumped the installation day several days after the day they quoted me (Sep 9). Now I'm getting livid but I figure I'd give them one last chance.

Come the installation day, I took the day off of work and had my phone with me the entire day while waiting for Bell too show up. Not. A. Single. Call. between their quoted time from 12pm - 9:30pm

The next day I cancelled their service. At this point we've waited two weeks for them to install the internet and as students, this is a bit of a hassle. I cancelled and told everything that has happened and that I'm getting fed up with Bell not showing up and being given wrong dates from Electron Box. I was told I would be given a refund in the mail. Awesome, I like that.

Later I was called from someone from Electronic Box reviewing my file and told that according to the work order that Bell filed that they came, got in contact with me, hooked up the internet and left. I received no phone call, no lights started to blink on the modem and that because the service was installed that I will NOT be getting a refund.

I would have held more blame in the hands of Bell, than with Electronic Box, but after this call where the person on the other end used Bells work order as proof that the internet was hooked up and that I was contacted (I told I would provided phone logs that no one from Bell got in contact with me) and that I should not pay for services that I never provided.

I really wanted to have them as my provider, but there are limits to my patience that even I have to back away from.
Good day, we are sorry you had a bad experience with our service. We would like to verify what went wrong and make sure this don't happen again.

please email us at escalations@electronicbox.net with your customer # and telephone number where we can speak with you.

If you still cannot obtain satisfaction, you can email ombudsman@electronicbox.net who act as a mediator between the company and customers to find a common ground.

Our goal is to ensure all our customers have a pleasant experience with our services. As per recent survey Electronic Box ranked #1 in Canada for satisfaction and stability of it's services. We understand perfection is not always possible and a minority of customers can have an unpleasant experience. In such situations we try to find a common ground and resolve the situation when possible.

We would like to apologize on behalf of Electronic Box and offer you a rebate should you want to give us a second chance.

Thank you for your time writing a review.

--

Social media coordinator.
Rating:-1
Service:
City: Ottawa,
ON

Tue, Sep 10,
2013

Completed two years with Electronic Box in August 2013: basic cable internet and VOIP (voice mail & call display). Still outstanding reliability, signal consistency and service. Great people. Price exactly the same: $46.90 + tax = $53.90 per month. Hard to believe any of the above if you came here from Bell, as I did, but true.
Rating:1
Service:
City: Montreal,
QC

Tue, Sep 03,
2013

50 $ + 20 fee because I can use my own modem.
You must be f****** kidding me.
Rude on the phone while I was trying to get EXACT answers to my EXACT questions, so I don't get ripped off after.

No, thanks!
Rating:Comment
Service:
City: Montreal

Tue, Aug 27,
2013

Que dire de plus que les autres. Ça fait presque 2 mois je suis avec eux, aucun problème. Ils sont efficaces par courriel c'est surprenant. Je les ai jamais téléphoné, le branchement a été fait automatiquement.
Je regrette pas d'avoir quitté Sympatico, j'aurais dû le faie il y a longtemps. Si rien ne change côté service à la clientèle je vais être client pour longtemps. J'aurais juste aimé qu'ils offrent un peu plus que 50G pour l'internet de base. Teksawwy donne 75G.
Rating:1
Service:
City: Montreal,
QC

Fri, Aug 23,
2013

Finalement, mon cauchemar est terminé avec Sympatico. J'ai trop hésite avant de changer et ce fut 13 ans de malheur. Je vous épargne les détails.

Tout s'est passé à merveille avec Electronicbox. De mes premiers courriels de question, à mon appelle pour me brancher jusqu'à mon branchement. Tout s'est fait dans les règles convenues et surtout, avec des gens compétents et attentionné.

À toute personnes qui recherche un bon ISP, je vous recommande fortement Ebox pour la qualité du service à la clientèle, le prix et la fiabilité de sont service.

Pour ceux qui hésitais comme moi à faire le saut, allez-y, vous allez adorer!
Rating:1
Service:
City: Wakefield,
QC

Wed, Aug 21,
2013

I love them ,already 2 of my friends are now with them too after talking with me
Rating:1
Service:
City: Dolbeau-mistassini,
QC

Sat, Aug 17,
2013

Bonjour,
je suis content d'écrire un évaluation de votre service parce que je l'aime beaucoup personnellement.

Vos prix et la limite de téléchargement sont plus que bien, ils sont rassurantes. On ne les dépasse pas, donc pas besoin de l'illimité et du coût qui s'en suit.

Vos débit sont à très bon prix ex: câble extrême 20 à 39.95.

Un point laisse à désirer, c'est le réel débit. Je fais des tests de vitesse avec un seul appareil d'ouvert régulièrement et c'est en moyenne 15 à 16 mb/s. Ça n'a jamais dépassé 18 (ça l'a atteint une seule fois 18), mais pourtant je paye pour du 20mb/s.

Actuellement, j'ai fais trois tests.
Le premier; 13.34mb/s en aval, l'amont est bien.
Le deuxième; 13.46mb/s et l'amont monte même à 10.46mb/s.
Le dernier test est similaire à 13.08mb/s et l'amont est bon encore une fois.

Bon malgré ça, je demeure satisfait de vos services, ils pourraient être mieux, mais je les apprécie. Le problème c'est quand je vous réfère, ça ne donne pas envie à grand mondes.

En générale, j'aime.

Bonne journée.
Rating:1
Service:
City: Laval,
QC

Thu, Aug 08,
2013

1) I Subscribed by internet form a month ago. A week after, no news from them. I called them, they told me there had been a mistake.
2) I wasn't at home when my modem was shipped. I had to go outside of the city to get it. On bike, in a rainy day.
3) After the technicians came, I still had no internet. Had to call E-Box for them to activate it.
4) During weeks, my internet connexion was unstable. I spent hours on phone with E-Box. Finally, their technician came and tested my modem, and said I had to change it.
5) Last friday, I went to E-Box to exchange my modem. When I got back home, I had no signal any more. Again, I went back to E-Box for them to test the new modem. It was fine, so they told me they would get me an appointment with a technician from Bell.
6) Monday : no news from E-Box, I call them. Again. They say a technician will call me on tuesday for the appointment.
7) Tuesday : the technician calls me, expecting me to be at home before 6PM. I could not. He said he would "open another ticket".
8) Thursday : Still NO NEWS, I call them AGAIN. They can't get me an appointment for friday (my day off). They had a week to get me something as simple as an appointment with Bell, I guess it was too hard for them, and I'm going to spend another week-end without internet. Thank you Electronic Box!

I can't say they don't TRY to satisfy their clients. But I'm saying that they don't succeed. At all.
Oh, and I must be honest and say that E-Box is giving me one free month. It's nice. But not enough for the time I've wasted with them.
Rating:-1
Service:
City: Montréal,
QC

Thu, Aug 01,
2013

I have been with them for a couple of years. Moved to them after the ISP I was with was constantly being blacklisted by the major RBLs.
Tech support is good. Occasional glitches (failure to call back when promised) but overall friendly and capable. My only real gripe is the limited hours.
Overall a pretty good ISP,
Rating:1
Service:
City: Mississauga,
ON

Tue, Jul 30,
2013

What can I say?

The ordering process went smoothly and they shipped my modem out right away. They even sent my install confirmation via email a few days beforehand. I'm getting a steady 30/10 connection;

Keep up the good work, EBox!
Rating:1
Service:
City: Gatineau,
QC

Thu, Jul 04,
2013

positive
Rating:1
Service:
City: Montreal,
QC

Thu, Jul 04,
2013

Love the service. speeds are most of the time above 10mbps
Rating:1
Service:
City: Yrok,
ON

Wed, Jul 03,
2013

Getting a fixed bill every month and sticking to your budget is not a problem when you have Electronic Box as your provider. I use the 30Mb/s service and seriously cannot take anything lower than this. It's reliable and there is no worries about the bills they make it easy and convenient for you. An other big plus is that they do everything electronically so the waste of paper is 0 and for me is a big part of environmental responsibility.
Rating:1
Service:
City: Montreal,
QC

Wed, Jul 03,
2013

The Service has been excellent so far. I also have no doubt that I will the same proffessional service should an issue occurs with my service.

Two thumbs up.

My email: maxime.brodeur.84@gmail.com
My account number: BM215
Rating:1
Service:
City: Longueuil,
QC

Tue, Jul 02,
2013

the Best ISP in Montreal.
Rating:1
Service:
City: Montreal,
QC

Tue, Jul 02,
2013

The best internet provider
Rating:1
Service:
City: Montreal,
QC

Tue, Jul 02,
2013

Bad experience, many set-up problems, bad customer service. They overestimate your internet usage.
Rating:-1
Service:
City: Sherbrooke,
QC

Tue, Jul 02,
2013

Very good tech team and support.
Easy and quick cable install from scratch.
So far so good. Very happy.
Rating:1
Service:
City: Longueuil,
QC

Mon, May 27,
2013

Je me désabonne après seulement deux mois. En Avril j'aurais apparemment téléversé 197Go en seulement deux jours et ils m'ont facturé 51 $ pour 102Go de surconsommation.
Leur service de facturation ne voulait pas croire qu'il y avait une erreur et n'a offert aucune arrangement. Alors j'ai décidé de changer de fournisseur.
En dépit du traitement cavalier de la clientèle, la qualité du lien internet est bonne.

I unsubscribe after only two months. In April I had apparently uploaded 197GB in only two days and they billed me $51 for 102GB of overconsumption.
Their billing department did not believe there was a mistake and offered no arrangement. So I decided to switch to another ISP.
Despite the offhand treatment of customers, the quality of the internet connection was good.
Rating:-1
Service:
City: Sherbrooke,
QC

Tue, Apr 16,
2013

Very good technical support, but once you have problem they're not fully committed to resolve it. I had a problems with wi-fi in my hose ( was told,there are several possibilities, went to apple store to check my mac, then went to place with open wi-fi,confirmed flawless connection there, then was told it's in my modem-ask them for a replacement since I have 1 year warranty with them on a new thomson 784..And there was a problem- instead of the new one I received the used one! Was told-it's already verified,in proven working condition BUT if I would accept, I could have loose my 2 years warranty with Thomson and payed the same 160$ as for the new modem!!!
So, be careful. I sent the used modem back and resolved my wifi connection problem on my own, manually changing the canals until the good connection was established.
As the wifi problem persisted 2 weeks without resolution, I was frustrated. Especially when I was told that a new replacement modem isn't available because they don't have them in stock and to buy them in a bunch of 1 or 2000 units they're not capable. BUT when I spoke to the tech guy, he said they continue to programm the new thomsons 784 modems,even I was told they don't have them anymore!!!!!!!!!!!! So, the absence of the new replacement thomson 784 was made up!
I don't expect the electronicbox to be ideal, but at least honesty would be appreciated.
I still have them as a provider with a great price for the 15Mb 37$/mo internet and 14,95$ Voip phone and I like the experienc e to have their service for much lesser price comparing to Bell (payed for landline and 6Mb internet 83$ vs 58$ with electronic box taxes incl). But I saw them playing me, that's not cool.
Rating:0
Service:
City: Ottawa,
ON

Sun, Mar 31,
2013

No glich during ordering/installation. The speed is satisfactory, no disconections. no downtime, The service is prompt and frendly.The equipment was mine. I am realy happy with this company. Would definitely recommend it to evryone.
g1ad
Rating:1
Service:
City: Montreal,
QC

Fri, Mar 29,
2013

A great provider with a very good customer service that completely meets our expectations. Would definitely recommend to friends.
Rating:1
Service:
City: Montreal,
QC

Wed, Mar 27,
2013

great service ... getting good speeds as expected - affordable price! will recommend.
Rating:1
Service:
City: Brossard,
QC

Mon, Mar 25,
2013

I recently changed from DSL to cable (speed/CO location). To date I am very happy with the excellent customer service from ELECTRONICBOX. Any questions were answered the same day (email).
Un gros merci a Natasha,
Marc
Rating:1
Service:
City: Gatineau,
QC

Fri, Mar 22,
2013

The ping value of network is very low. And the speed is very stable when downloading. Perfect exeperience with ElectronicBox
Rating:1
Service:
City: Montreal,
QC

Fri, Mar 22,
2013

i got the DCM 475 from Electronic Box and sign up for SpeedCable HV 250
and wish i had done it the first day they where on business.

I wish i had discover them from the first day. The customer service is oustanding. The tech support know all the trick and tips to support us when needed and they answer very fast. They are in Canada and not in Turquey, or any other country where the language barrier, or technical knowledge is a big issues.

I spend so much time in the past years with speed problems, connections loss and billing issues. Now i can relax fasten my seat bell and surf at a speed that i pay for.

in the past i was paying for twice the speed i would ever get. Here i get exactly the speed i am paying for at half price of other provider out there.
Rating:1
Service:
City: Jonquiere,
QC

Fri, Mar 22,
2013

Excellent price and service
Rating:1
Service:
City: Sherbrooke,
QC

Fri, Mar 22,
2013

Everything is BEST except Tech Support which I found to be worst (only had 1 call to them to date).

Problem was not resolved and left with a “sorry cannot help you”. Problem was their SMTP server refusing connexion from my IP on port 25.

I managed to fix the problem by using the port 587 instead on the same smtp server. But a week later, their whole domain went down. It was impossible to resolve anything for the electronicbox.net domain. Making once again, all my emails fails to send.

http://www.broadbandreports.com/forum/remark,28107955
Rating:0
Service:
City: Saint-lambert,
QC

Fri, Mar 22,
2013

Electronicbox à un très bon service fiable. On atteint pratiquement la vitesse du forfait. La capacité Upload/Download est très raisonnable. En plus, on bénificie d'une capacité illimité entre 2h am et 14h. Très bon Fournisseur internet. Le service technique est compétent. #Compte RP32.
Rating:1
Service:
City: Lévis,
QC

Fri, Mar 22,
2013


I am real happy with the reliable connection . never make me down. ping is short. very good for that price.

I wait for so long to get the service set up.more than 10 days. The worst is that i can not use my own cable modem. I spend more that\n $100 for that modem from Electronicbox.

I prefer that there are some plan for cable 10M. FOR EXAMPLE I want keep 10M/s download sped,but want at least 2M/s FOR UPLOAD speed. So far,just 1M/s for upload. since upload is very important for my voip service.
Rating:1
Service:
City: Dollard-des-ormeux,
QC

Fri, Mar 22,
2013

Overall, a great time committed to the users. The guys in technical support are extremely kind and helpful, they monitor the process of any complaint. The only downside is that one cannot make the appointment with technicians directly and so coordinating the availability of technician's appointment and one's free time takes a bit longer.
Rating:1
Service:
City: Montreal,
QC

Fri, Mar 22,
2013

Excellent rapport qualité/prix.
Rating:1
Service:
City: Blainville,
QC

Fri, Mar 22,
2013

Installation was straightforward and simple. I contact support a couple of times right after sign-up and the response usually happened within 48 hours.
Overall very satisfied and have recommended Electronicbox to friends.
Rating:1
Service:
City:
QC

Fri, Mar 22,
2013

Have been a client of Bell, Videotron, Colba. Sign in with ElectronicBox is easier than any other... Monthly charge very competitive.
Bad sides: Installation was a bit long as a tech on the other side mistype the serial number of the modem. As most Tech services, they served me the "the problem is from the customer side" but figure out the problem within a reasonable time. They forgot to inform me that the invoicing would be done on credit card for the first 6 month as they don't do any background check.

Good side: The modem is a Thomson DCM475 very very efficient, very simple to install. A bit pricy to purchase through ElectronicBox but trouble free! They use the Videotron connection, the Videotron technician for installation, but don't charge as much as Videotron. For the price of my 10Mb connection, I got a 20Mb connection with twice the d/l allowance than Videotron.

Bottom line: If you like giving too much money to PCP, do it. If you prefer it in your pocket, switch to Electronic Box.
Rating:1
Service:
City: Pointe-des-cascades,
QC

Fri, Mar 22,
2013

very satisfied consumer
Rating:1
Service:
City: Montreal,
QC

Fri, Mar 22,
2013

I had videotron tgv30 before, the price was horrendous and the GB of download wasn't great.
Took some time before the install, but that was my error, the videotron account was at the name of my mother and the electronicbox is at my name (videotron got a problem with that).

I'm also using voip.ms as home phone now.
Cost me 48$ for both now.

Best spending I did this year.
Now, just need to scrap the TV (78$ each month...) with videotron.
Rating:1
Service:
City: Mirabel,
QC

Sat, Mar 02,
2013

Vitesse maximum en tout temps, jamais de congestion, excellent service avec l'Internet par câble au Québec.
http://www.dslreports.com/forum/cover,2618~days=365
Pour éviter tout délai, faire la demande d'installation au moins 2 semaines à l'avance.
Je connais 7 personnes qui sont passé à Ebox et ils sont tous entièrement satisfait.
Rating:1
Service:
City: Montréal,
QC

Wed, Feb 20,
2013

After a month of EB losing my request for connection, finding it again, hours lost waiting on the phone, I gave up. Very friendly people, no service at all. Nothing they told me about solving my situation (rush order, e-mail to confirm, etc.) turned out.
Rating:-1
Service:
City: Montréal,
QC

Mon, Feb 18,
2013

Transfer from Videotron $$$ to Ebox$ .. work like a charm !
Rating:1
Service:
City: Longueuil,
QC

Sun, Feb 10,
2013

Really really bad customer service. The customer service representative had the b@lls to laugh in my face when they disconnected by service prior to the actual disconnection date and I was left without internet service. The worst part of it, was the csr transferred me to customer support and made me waite online 25 minutes only to be told EXACTLTY what they are already trained for (once disconnected they cannot reconnect you without a technicians visit on site ). If you want poor service, from a company who doesn't own up to there mistakes, and who laugh and ridicule you, then go for the Electronic Mickey Mouse Box.
Rating:-1
Service:
City: Lasalle,
QC

Mon, Nov 19,
2012

Seriously, why pay 54$ to Videotron when you can get the same internet, much more bandwith and higher speeds for much less money! Yeah their customer service won't be as quick as bigger companies with 4930 people to answer your call, but who cares. 32$ instead of 54$ speaks for itself. For the price I was paying highspeed, I could now have 20Mbps and 500Go instead of 8Mbps and 50Go. I'm recommanding all my friends to switch without hesitation!! Just switch now and never look back.
Rating:1
Service:
City: Boucherville,
QC

Mon, Nov 19,
2012

je suis contant de la connexion elle es très stable une bonne vitesse
Rating:1
Service:
City: Prevost,
QC

Sun, Nov 18,
2012

Bonne stabilité du ping et de la vitesse dans l'heure de pointe.
Bonne présence sur le forum et en français.

Seulement leur grand point faible est leur prix. Trop chère en adsl versus cable et versus ses concurrents (compétiteurs adsl)

L'installation se fait par les sous traitant de Bhell dont un service adéquat.

Rating:0
Service:
City: Montreal,
QC

Sat, Nov 17,
2012

They cut my phone line and internet 1 week before the guy was suposed to come for the installation. So i decide to stay whit my old company because they did not have a good customer service and did not respect the contract for the date of the line move. I'm now unable to get my phone number back because it is not registered at my name but the company name. I bought a modem, that it never been activated and installed and they dont want to give my money back. By their error i lost my phone and internet during 1 week. Rembourse the modem should be a compensation for all the trouble.
Rating:-1
Service:
City: Montréal,
QC

Wed, Nov 14,
2012

The tech installed on November 3rd and 11 days later I still have no connection ... If I rate them lower I probably would . Just starting to wonder whether or not I will get my money back ...
Rating:-1
Service:
City: Montreal,
QC

Wed, Nov 14,
2012

Excellent service from both sales and support. Installation was rapid. Quality of product is excellent. Price for product, haven't found cheaper yet.
Rating:1
Service:
City: Levis,
QC

Wed, Nov 14,
2012

Excellent service
Excellent price
Excellent customer service
Rating:1
Service:
City: Gatineau,
QC

Wed, Nov 14,
2012

So far, really satisfied with the service. The bandwidth offered seems to be a bit over the advertised one, which is definitely a positive point!
Rating:1
Service:
City: Montréal,
QC

Wed, Nov 14,
2012

Tres bon service,tres bon prix pour le forfait que j'ai choisi.
Good service, good price
Rating:1
Service:
City: Terrebonne,
QC

Sat, Nov 10,
2012

I've been with Electronic Box for over 3 months now. Unbelievable service. Their handoff between videotron and themselves for initial hookup was seamless. They pre-delivered the modem so I was ready to go once my cable was hooked up. Then to top it off, these guys increase my bandwidth and download cap for free as part of their regular upgrades to all users. WHO DOES THAT??!!?? They're always upfront when there will be an interruption in service that they cause. Communication to the end user is open and personable. These guys care about the customer. Nothing but good things to say.
Rating:1
Service:
City: Hull,
QC

Tue, Nov 06,
2012

Bon prix, bon service
Rating:1
Service:
City: Levis,
QC

Tue, Nov 06,
2012

Easy to deal with, friendly staff.
Rating:1
Service:
City: Whitby,
ON

Wed, Oct 24,
2012

This is the worst service ever. They took the money and after many complains for more than 20 days of no service I have canceled. The response was that they will not return the money because it was after more than 3 days. If you want to lose your money and time this is your provider.
Rating:-1
Service:
City: Montreal,
QC

Sun, Oct 14,
2012

Excellent service since I moved with them in February 2012. Full speed during peak hours. Connection is 100% reliable. Great customer service. Very good ping with VoIP.ms.
Rating:1
Service:
City: Montreal,
QC

Sun, Oct 07,
2012

Never more business with this isp provider. Customer service is : take it of go away. No follow up on problem, customer is always responsable for the poor customer service. Never recommand this isp provider.
Rating:-1
Service:
City: Montreal,
QC

Mon, Sep 24,
2012

very good speed for a good price with big data limit, since when i m with electronicbox my internet never slowdown
Rating:1
Service:
City: Montreal,
QC

Mon, Sep 24,
2012

excellent prix pour une vitesse rapide. La qualite de la connexion est parfaite.
Rating:1
Service:
City: Montreal,
QC

Mon, Sep 24,
2012

Everything is ok and as fast as expected
Rating:1
Service:
City: Montreal,
QC

Mon, Sep 24,
2012

There were many mistakes along the line resulting in :
* The modem not being ship
* Later on, the modem being shipped at the wrong adress
* A useless tech installation (could have been self installation)
* Tech not going to the right adress
* Wrong service activated
* More than 2 weeks of delay

Service works great now that it's installed, but it was a pain to get it.
Rating:-1
Service:
City: Québec

Mon, Sep 24,
2012

Great company, great price and great service.
Rating:1
Service:
City: Montreal,
QC

Mon, Sep 24,
2012

Great service, easy transfer from another ISP. Download is always as contracted.
Rating:1
Service:
City: Montreal,
QC

Sun, Sep 23,
2012

Really good ISP
Rating:1
Service:
City: Longueuil,
QC

Thu, Sep 13,
2012

Called twice, first time took 25 mins, second time 45 mins.The only think that annoyed me was the automated message saying that your caller number 5, wait time is 7 minutes, then it says your caller number two and the wait time is 17 minutes!! you guys should remove the time and just keep the caller number. Ordered EB on the 4th of sept, they said it will take 6 days to confirm an appointement,we are sept 13 still no appointement. Just wondering after I get an appointement, how long it`s going to take to actually be up an running. They better start the month at the time it was installed and not when I purchased it.. I would be furious if they didn't. I`m pretty sure their internet service is good but customer service has place for improvements. Btw the guy on the phone was super polite!
Rating:0
Service:
City:
QC

Mon, Sep 03,
2012

Cela fait maintenant 6 mois que je suis abonné au service Internet par cable d'ElectronicBox après avoir quitté Vidéotron. J'ai attendu tout ce temps avant de faire un review afin de bien pouvoir évaluer ce revendeur. Je ne peux parler que de leur service par cable, 8Mbits, 250gb, car c'est celui que j'ai. Je ne peux aussi pas parler de l'installation, car il n'y en avait pas de nécessaire pour moi.

Je dois dire que je suis extrêmement satisfait de mon expérience avec eux jusqu'à maintenant. Tout s'est toujours déroulé sans failles. Étant un revendeur de Vidéotron, leur service par cable est aussi fiable, mais à prix beaucoup moindres et à data caps beaucoup plus variés et avantageux. Je recommande ce fournisseur à quiconque veut sauver de l'argent.
Rating:1
Service:
City: Montreal,
QC

Tue, Jul 24,
2012

Great Service, 15mb/250 Gig Cap. There was a little problem with the connection date, but they delivered as promised. Even confirmed twice by phone. Great job guys! Me Happy!
Rating:1
Service:
City: Montreal,
QC

Sun, Jul 15,
2012

Fast and good service
Rating:1
Service:
City: Laval,
QC

Sat, Jul 14,
2012

Speedcable extreme 30 - 500go.

Perfect stable connection, perfect service. (around 1-3 mo/s)
Highly recommended compared to Videotron and Bell
Rating:1
Service:
City: Montreal,
QC

Fri, Jul 13,
2012

Have not been hooked up with service yet. Hard to rate.
Rating:0
Service:
City: Montreal,
QC

Thu, Jul 12,
2012

I use a tablet and a smartphone at home, so the wireless capability of my home internet is crucial for me. When I bought the modem from them, my expectation was that it would be wireless. However when I got home and unpacked the box, to my surprise, I learned that it was just a cable modem with a single Ethernet connection switch.

I called them and the person at the customer service did not speak English :S

So I e-mailed their support and their response was that they don't sell wireless modems. Buying your own wireless modem is not a feasible option because they charge $20/month extra if you want to use your own modem. Their solution was to buy an external wireless device (I guess an Access Point) to connect to the modem.. which I really don't want to do both because I know they are problematic and also I don't want to pay for this extra device that I did not plan for.

Other than that the internet speed is good as promised.
Rating:0
Service:
City: Montreal,
QC

Thu, Jul 12,
2012

Electronic Box has the lowest prices and the best quality. Whenever I call, I can talk to someone really quick, and the customer service is amazing. On top of that, the quality of the Internet connection isousstanding (15 mb/s, 125 Go download). I'll never change my Internet service provider again!

The installation was right on time, and the delay was reasonable considering it's the rush following July 1st. The technicians were very professional and did the job quickly.
Rating:1
Service:
City: Montréal,
QC

Thu, Jul 12,
2012

I just fill up my first evaluation to get a month free. Now I complete the second. I am quite satisfied up to now with what I got.
Rating:1
Service:
City: Gatineau,
QC

Mon, Jul 09,
2012

quick phone response, and after a modem problem that was quickly resolved by return and replacement and reimbursed shipping cost.
heck of a lot better than forever reduced service by bell and the cost is half of what bell charges.
Rating:1
Service:
City: Stevensville,
ON

Tue, Jun 12,
2012

Effortless switch,
Professional service,
Exactly as advertised.
Rating:1
Service:
City: Deux montagnes

Tue, Jun 12,
2012

Je suis abonné depuis 2 mois avec une ligne Speedcable Haute Vitesse 8 Mbps (250GB).
Nous sommes 4 colocataires.

Nous étions avec un fournisseur illimité DSL avant (il y a 3 mois). Ayant de moins en moins besoin du téléphone, nous cherchions la meilleure alternative possible. Nous avons trouvé des fournisseurs de téléphonie par VOIP a prix ridicule. Le DSL avec ligne sèche devenait trop cher pour nos besoins, et nous avions besoin d'une bonne stabilité et une vitesse constante pour répondre à nos nouveaux besoins.

Après plusieurs comparaisons, le choix d'Electronic Box (avec l'achat du modem Thomson DCM475) s'est avéré le moins cher sur une période de 2 ans (hypothèse du départ où notre situation n'allait pas changer).

Depuis le premier jour de service, rien de négatif à dire. Un petit problème de synchronisation dans les premières heures, mais cela était dû à la compagnie propriétaire de la ligne câble, et non d'Electronic Box.

Au téléphone, rarement plus de 10 minutes d'attente (souvent moins de 2 minutes), facture par courriel, etc. Très bien.

Malheureusement, nous en pouvons consulter notre consommation de bande passante par un portail en ligne. Aussi, nous devons avoir environ 1 mois de préavis afin de changer notre forfait (entre 75 ou 250 gigs), mais je crois que c'est à cause du propriétaire de la ligne câble.

Conclusion : devenez client d'Electronic Box!

----

Google Translate

I subscribed for 2 months with a line SpeedCable High Speed ​​8 Mbps (250GB).
We are four roommates.

We were with an unlimited DSL provider before (3 months ago). Having less and less need of the telephone, we sought the best possible alternative. We found providers VOIP telephony has ridiculous price. The dry line DSL became too expensive for our needs, and we needed a good stability and a constant speed to meet our new needs.

After multiple comparisons, the choice of Electronic Box (with purchase of Thomson DCM475 modem) proved to be the cheapest over a period of 2 years (starting from the assumption that our situation would not change).

Since the first day of service, anything negative to say. A small timing issue in the early hours, but this was due to the company that owns the cable line, not Electronic Box.

The phone, rarely more than 10 minutes of waiting (often less than 2 minutes), invoice by email, etc.. All right.

Unfortunately, we can see our bandwidth consumption by an online portal. Also, we must have about 1 months notice to change our package (75 or 250 gigs), but I think it's because the owner of the cable line.

Conclusion: Electronic Box to become a client!
Rating:1
Service:
City: Montreal,
QC

Tue, Jun 12,
2012

excellent service at a very reasonable price
Rating:1
Service:
City: Gatineau ,
QC

Mon, Jun 11,
2012

rock steady performance ---- the speed is EXACTLY as advertized...NO surprises...great...
Rating:1
Service:
City: Port colborne,
ON

Mon, Jun 11,
2012

Best price
Rating:1
Service:
City: Québec,
QC

Mon, Jun 11,
2012


Ancien client de videotron pour le telephone et internet, j'ai décider de switcher mon internet vers eBox et d'ici quelques temps de canceller mon telephone pour un autre service Voip.

J'ai choisi le forfait cable illimité a 8mbits à 55$ par mois. J'avais avant avec Videotron le forfait TGV 30 a 55$ (prix dealer a chaque année à la "rétention") pour 55$, 30 mbits et 120 gig de transfert.

J'ai reçu mon modem DSM 475(je crois) rapidement par service recommandé.

Voici en détails les points:

Pre Sales information:
Très bon service lors de mes 2 appels avant mon abonnement. Les 2 rep ont bien répondus a mes questions. J'ai réaliser plus tard que j'aurais aimer avoir un peu plus d'informations sur ce qui allaient se passer après (quoi attendre de la visite du tech de videotron, les détails sur l'installation du modem, le code VL pour consulter la consommation, les adresses dns, etc).

Install Co-ordination: Sans mettre la faute sur EBox, Videotron ont couper mon internet avant la date prévue de déconnexion. J'ai du appeler pour le faire réactiver. Pas la fin du monde mais un peu agaçant. Je blame le système de Videotron.

A l'inverse, lorsque le modem eBox a été installé, j'avais encore l'internet de videotron et la mac adress de mon routeur était encore vu chez Videotron donc je ne pouvais pas accèder au réseaux EBox.

Par contre, eBox a bien vérifier mes date de disponibilité et m'a confirmer par téléphone quand le tech de Videotron pouvait passer. Le tech est passé a l'heure pour installer le cable nécessaire pour le modem. L'installation à pris un gros 5 minutes.

Connection reliability:
J'utilise la connexion depuis 1 semaine sans problème. Les vitesses sont constantes et le ping est bon.

Tech Support:
J'ai contacter le support 2 fois par courriel pour une questions rapide et j'ai eu une réponse rapide. J'ai appeler une fois le support technique et et m'a répondu rapidement. La personne m'a aider a règler mon problème même si ça dépassait le scope de Ebox (mon histoire de mac adress avec videotron)

Services: Je mets 4 étoiles car j'aurais aimer avoir plus de choix de vitesse pour le illimité avec cable. Je suis quand même bien satisfait de mon 8mbits mais je serais prêt a payer plus cher pour plus de vitesse.

Value for money:
Vraiment plus avantageux que Videotron. De plus, Videotron n'offre pas de illimité. Aucune raison de rester avec Videotron et payer des centaines de dollars de trop par année.

Conclusion:
Très bon service pour le prix. Je suis très satisfait et je leur souhaite longue vie!
Je suggère a tout le monde qui sont avec Videotron d'essayer Ebox, je ne crois pas que personne qui ait switcher sois retourner avec Videotron.
Rating:1
Service:
City: Donnacona,
QC

Mon, Jun 11,
2012

Very good so far:speed ,Price I've 8m pack 250Gb
Rating:1
Service:
City: Montreal,
QC

Sat, Apr 21,
2012

I asked for more bandwith in the current month and Electronic Box refused to add a block or change my subscription so I add to pay almost $25 for exceeding the limit... Unfortunately we cannot do this. Prepaid extra capacity must be by definition purchased in advance. When purchased in advance we can forecast the capacity in our network. The process is also automated when done in advance. Risk of error are much lower than when we do things manually.

A few tips so this does not happen again to you (or readers):

1) Verify your usage using the VL code provided on your monthly statement.
2) Purchase capacity in advance or get a plan with higher capacity. We now have 500 GB plans on pretty much all tiers.

Thank you.
Rating:-1
Service:
City:

Thu, Apr 19,
2012

Great service. I was somewhat afraid that the installation could take long but it was scheduled a week after finishing the order. No problem since and it's been 4 weeks now. 30Mbts is fast as hell and I love this company.
Rating:1
Service:
City:

Tue, Apr 03,
2012

After reading all the review from Ebox and TSI, I choose Ebox for the customer service. I would say I don't regret anything as everything went smooth from the day I subscribe online to the day they call me to ask if everything went okay with the installation and my speed profile !

I would recommend to everybody !
Rating:1
Service:
City:

Tue, Apr 03,
2012

Nothing to say
very good, service, communication, easy for service
Rating:1
Service:
City:

Thu, Mar 15,
2012

They charge you faster then they connect you. At least when the connection is made you get the speed you pay for. But since they don't adjust with the competition on a 47.99-49.99 for their unlimited 8Mbit it is worth going elsewhere. We are working on some new deals for people who use more than 250 GB of data. This should be announced soon.

Stay tuned, we are working on it :)
Rating:-1
Service:
City:

Thu, Mar 15,
2012

I switched from Videotron (TGV30) to ElectronicBox.Now, Ihave to speed 60M but really are 22-30M every time. I asked them about that and they told me that everything it's ok.I know that isn't ok. The speed is not 40-50-60M.It's only 22-30M every time (direct to modem speedtest).
They are liers!
Good day,

it is true that we had capacity issue with our network in mid-February. For 2 weeks we have been testing different scenarios to find the cause of the problem. The problem was found onto a fiber link between 2 buildings downtown Montreal. We rapidly took some steps to avoid congestion and make sure people get their speed. A stop sell on the Extreme60 Mbits service was put in place. There are currently no known issue onto our network so you should get the full speed of 60 Mbits. If that is not the case please send an email to support@electronicbox.net and we will verify a few things. It could be somewhere else. I am not exactly sure why you claim we are liars as we have been 100% open about this issue + there is a 25 pages forum thread on dslreports.com explaining every steps we took to ensure the speed is good for our clients. We are glad that this problem is now over and it is a good proof that we workout our issues instead of letting the network degrade.
Rating:-1
Service:
City:

Wed, Mar 14,
2012

Great prices.
sign up was fast simple and painless.
Very Happy so far
Rating:1
Service:
City:

Tue, Mar 13,
2012

I switched from Videotron to ElectronicBox. It all went well and now I'm paying less for more service. I couldn't be happier.
Rating:1
Service:
City:

Tue, Mar 13,
2012

So far this is exactly what I expected to get when I decided to sign up for the service with Electronic Box. Service is good, and customer support is user friendly. I appreciate your effort, guys! Thanks. Keep up the good work!
Rating:1
Service:
City:

Mon, Mar 12,
2012

I've been with electronic box for a little over a month. They're cutomer service is 2nd to none in my opinion. Willing to go the extra mile to help with any issues at hand. Speed at times were slow, but ebox worked around the clock and fixed the issue in a timely manner. I highly recommend ebox to anyone that is looking for a great ISP with great customer service.

Keep up the great work
Rating:1
Service:
City:

Mon, Feb 06,
2012

Very good price, very good support, will recommand!
Rating:1
Service:
City:

Mon, Feb 06,
2012

I swithched 5 days ago to Ebox and i'm very happy with the service. I got from DSL the speed offered by this ISP 8Mbps Down / 1Mbps upload. I brought my ownn cable modem which i bought in la source 6 years ago and used it with videotron for almost 4 year So I save a money every month in rental equipments.
The service took 2 days to be activated because videontron didn't have released my modem from their inventory. I'm very satisfied with the support given during this time. My wife was surprised when the customer service called just to know if everything was OK. I never had a call from videotron or Bell.

Good job Ebox!!!
Rating:1
Service:
City:

Mon, Feb 06,
2012

With the new price point i left VL TGV30 and took the equivalent that Ebox offered. The only thing i would have to say is that since changing,i have had 3 random disconnections. 2 from the modem and once from my router. Might have been just hiccups but time will tell. Overall im satisfied. Had no problem going to pick up the modem on-site (Cable Modem Thomson DCM475)
Rating:1
Service:
City:

Mon, Feb 06,
2012

I have been on the look-out to change ISP for a few months now, and i have to say i am happy to have stumbled upon EBox.

As many may know, the prices for Cable and DSL in the province of Quebec have considerably disminished since Feb 1st due to the CRTC's decision. This is finally giving enough leverage to local ISPs to offer a considerable competition to Vidéotron and Bell.

In my case, i switched from Vidéotron's 8 Mbit/50GB to Electronic Box 15 Mbit/125GB cable service.

I would pay roughly 53$/month to Vidéotron for the cable service (including taxes AND a 10$/Mo rebate for having 3 services with the company) and more than often, i would bust the GB cap. Throw in 12$ for the 30GB block and i was averaging a 65$ bill monthly. The service was very reliable nonetheless but damn, it's expensive!

I now pay 45$/month (tax in.) for a service that is twice as fast and has double the bandwith. And since the cable infrastructures in Montréal are owned by Vidéotron, this means that i virtually have the same reliability for less expensive.

The price is right, and the service has been pristine so far... even for the installation.

I felt like i had to give my output on the service mainly because this is the first time i feel privileged as a customer. Everything has been flawless and i hope EBox gives continues to treat customers the same way they treated me. I am sure of their success!
Rating:1
Service:
City:

Sun, Feb 05,
2012

Amazing services and product. Had Videotron high speed before and it's this, plus 5 times more. The download limit was really annoying for me so I had to switch. So far, it's been very good and the people have been very nice. Would recommend to EVERYONE.
Rating:1
Service:
City:

Fri, Feb 03,
2012

Fantastic service, good prices
Rating:1
Service:
City:

Fri, Feb 03,
2012

Très bon compétiteur au niveau des prix et de la vitesse à Vidéotron.
Rating:1
Service:
City:

Sat, Jan 14,
2012

Service technique efficace et rapide. Problème de déconnexion fréquent, je dois redémarrer les appareils, je vérifie si cela va se poursuivre. Abonnement un peu compliqué et pas de facturation possible. Impose le prélèvement automatique.
Rating:1
Service:
City:

Fri, Jan 13,
2012

I subscribed to Electronic Box in mid-december 2011 due to a lot of frustration with Vidéotron' customer service. Having already my own modem, I filled the order form on EBOX website and got called by them a few hours later to set an installation date. 2 weeks later, I was fully running with their service. Same good speeds as on Videotron's network (I am using their 8mbit cable package) -- but 20$ cheaper every month! So far, I speak/emailed to their sales/customer service/billing depts and every time each person was very professional and helpful. I'm glad I've switched to EBOX, I wish I would have done it before! Very recommended, especially with their new pricing that is coming in February 2012!!
Rating:1
Service:
City:

Tue, Jan 10,
2012

I am extremely happy to be with such a provider.

From the day one i have felt a connection with the staff and they got to know my name and call me just to make sure my internet is up and running as promised.

I would highly recommend this company to everybody.
Rating:1
Service:
City:

Sun, Jan 08,
2012

Tired of haggling with Bell over rates, arguing about billing errors and dealing with erratic speeds and service? After 40 years with Bell, I switched to Electronic Box (Bell didn't make it easy -- sucked out that last dime -- but what a relief -- added a few more years to my life).

I've been with Electronic Box since August -- the service is outstanding -- pleasant, patient, and efficient (and it is in immediate, cheerful English if you push the "service in English" number). Faster internet and great phone (over internet) with free extras (call display, message box) that Bell charges you for. I took the cheapest package(you can pay for long distance on a per minute basis -- they don't advertise this but tell you about it immediately -- free calls to certain areas anyway -- Ottawa, Toronto). My bill this month (Jan. 2012) with tax: $53.96. Bell number transfer, Videotron installation (my building had a Videotron box), and purchase of modem and telephone gizmo (both of which you can also rent from EB)was a bit costly (around $250) -- but I'm saving about $25.00 a month on Bell -- bye bye lousy service.

P.S. Strong,steady WiFi too (you need to buy your own router).
Rating:1
Service:
City:

Sun, Dec 18,
2011

I would not recommend this ISP if you are located outside of Quebec. Your IP will be a Quebec IP, and you will be redirected to the French versions of your favourite websites automatically that's to the Quebec government. I asked Electronic Box if there was anything they could do for me, and their response was to use an anonymous proxy and that there was not much they could do. Understandable, but I was hoping they would at least show they would put up a fight for customers outside of Quebec. My issue with Electronic Box won't effect 99% of their customers, but it's a problem I only see getting worse and they are not going to advertise this when selling you their product.
Rating:0
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Mon, Oct 31,
2011

We changed our isp where I work from Teksavvy to Electronic Box. Because of the price (Main reason) The quality of services and the point of presence near hour collocated server. We where still satisfied by our previous ISP, but the price was too attractive.

So far I'm really pleased about this ISP, The customer service is amasing. They are 10$ cheaper than our previous ISP. E-mail respond took at most 30 minutes

Latency when from 22ms for the first hope to 12ms

Speed is basic dsl 6mbps/800mbps This is the fastest speed we could go anyway without going with a wireless company. Saint-jean-sur-Richelieu is not a really good connected city, cable is not anywhere and dsl is limited to adsl1 with many place at really low speed, because of co distance.

Had install co-ordination problem with has been resolved easily, but if I hadn't read my email 1 day before the tentative connection, the internet would have been connected to the wrong place. I still don't understand where they took the other address. Beside that this is a smooth ride so far.

BUSSJCR1


Rating:1
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Wed, Oct 05,
2011

It is premature to make a detailed comment since I’ve been with the ElectronicBox.net for only about a week so far. However, my first impression is that I see a big difference in their customer service department compared to my previous providers. Setting up an account with them was a breeze. Didn’t have to wait long to connect with a live person. Natasha was extremely helpful and very patient with me. Every email I sent to the Support was answered promptly. Line connection has been stable so far. One thing I am concerned about is that the speed which may not be electronicbox’s fault. I get over 5 Mbps to the Bell NID according to the Bell technician; however my speed shows only 2.6mbps. This may be inside wiring issue. I am going to fix this (hopefully) by installing an ADSL POTS splitter at the Bell NID and directly connecting the DSL line to my modem. Overall, I am happy so far.
Rating:1
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Mon, Sep 19,
2011

A thumb up for E'box's technical support team. In my case, I need to wait for almost 2-3 weeks for my internet to work, due to Bell's terrible service in fixing the land line. After our daily & long phone conversations with E'box's technical support team, my internet connection finally works and I don't have any issue until today.
Rating:1
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Mon, Sep 12,
2011

I have a 5Mps DSL Line with Electronic Box. Overall the connectivity and speed has been what is expected. I still occasionaly have trouble with skype conversations and frequently have to turn off the camera.

Getting installed with Electronic Box is very difficult. They have to cooridinate the installation with Bell which makes things very difficult as you cannot book an appointment. I can't believe they actually expected me to take a day off work and actually stay at home all day just to get my internet installed.
I was able to get around this by talking directly with the Bell tecnician (who was incredibly helpful), but this is something that Electronic Box needs to coordinate better if they want to have customers.

When you are paying a company to provide a service, you expect them to sort out the issues, and not make excuses and blame the other company, its unprofessional.
Rating:0
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Sat, Sep 10,
2011

I am using the DSL service with 250 GB monthly cap. The price is better than anything I've seen anywhere else. We moved from Sask where there are no caps and here in Quebec we were seeing caps of 50, 60 GB. 90 and 120 GB caps were a lot more expensive so seeing a 250GB cap at such a low price was significant. The customer service, however, is exceptional. I emailed a lot of questions and when they became technical the sales staff forwarded me to a technician who has answered all my questions. When we got the line installed, I discovered that I wasn't getting the download speeds I was expecting due to the distance between my house and the Bell equipment. The ElectronicBox technician, however, was able to work with Bell to increase my download speed from 1Mbps to 4Mbps. This is a company I will be recommending to others.
Rating:1
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Wed, Aug 17,
2011

Just had the installation done. It was worth the wait.
It's working better, FASTER and much cheaper than previous suppliers (you know the ones).
Like Paul McCartney would say
''I'm amazed''. Rating of 10 on 10
for now.
Bravo ElectronicBoxe

Carolanne R.
Rating:1
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Wed, Aug 03,
2011

Good ISP. No installation trouble at all.
Rating:1
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Mon, Jul 25,
2011

I was referred by a friend to Electronic Box who used them for a while. All i can say is awesome service, speed as advertised and great customer service. I should have switch earlier.
Rating:1
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Thu, Jul 21,
2011

See how they are lying their way out of negative rating?
1. VOIP does not need any NAT. NAT is irrelevant. W/o any NAT device worked before they changed the config on their side, and still working with another provider. Liars? Yes. If you are so adamant that NAT was the root cause, why did not you attempt to help me correct the NAT? Your response was always: "which model router are you using? X? We don't support X."
2. Yelling? Yes, I am not ashamed to say that after their tech was talking SIMULTANEOUSLY with me for 5 straight minutes instead of listening, I had to raise my voice to just being heard to no avail. Liars? Yes.
3. Threatening? Wow, and what threats have I made? I never even said I would terminate my account needless to say made any other threats. You simply won't be able to substantiate that lie either.
4. Helping you? I am not expected to help you. I was paying you $100 a month and not getting anywhere near the service I've ordered.
This is the economy where incompetence does not pay, thankfully. But you've chosen to prove yourself liars and that's pretty funny.
As this is the only way I can respond to your lies, I'll make this rating "Neutral" for fairness sake just to show how ethics works as you've already earned -1 from me.
Good day,

plastering the web of negative comments will not cover the fact that the main problem was that you are not helping and were not cooperating when trying to diagnose. Simply stating that we are the problem and you do not wish to run our test will get you nowhere. When i looked at the history of emails sent, rarely were you polite towards us. There is a limit at tolerating impolite users who yell at all the agents on the phone. We had enough of your accusations and terminate your account and gave you a phone call to advise you of our decision. This is a site for users to voice their experience so you are free to rate us -1. However, for public record i must admit that i never dealt with such an unreasonable person and this nowhere reflect the level of service Electronic Box is giving to their users. We are dedicated, courteous and professional with our clients. When we have a difficult case, we remain calm and polite but there is a limit to patience. When the whole company know your name and the way you treat agents when calling, there is a big problem with your attitude. We do not accept being a punching bag for a frustrated user that have issue with his setup. As for NAT, do yourself a favor and read this ( http://www.voip-info.org/wiki/view/NAT+and+VOIP ) The PBX that we use is used by thousands of clients and we would definitely be out of business if our VoIP service was so pitiful. VoIP work or not.

We move on, this was a bad case and we respectively stay on each side of the fence.
Rating:0
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Thu, Jul 14,
2011

Ebox drove me nuts with their incompetence and horrible attitude.
They are selling services they have no clue how to support. So they sold me 2x separate VoIP accounts and shipped a configured PAP2T adapter, which has been and still is working fine. Problem was one day the accounts lost the ability to call among themselves. Slight inconvenience, do you agree? Specially when that was the purpose of having 2 separate accounts!
Their tech support blamed everything on my router despite me informing them there's been no changes to its configuration. They would not stop talking that way simultaneously with me even though I was raising my voice to the point of screaming just to be heard. After which they hung up on me and 5 min later their manager, director or CEO or whoever boss is called to tell me they are terminating my account in 1 month.
Surprise, surprise, I immediately dumped their VoIP serivces and bought them elsewhere. Those folks emailed me proper config values for PAP2T (more fields would be populated than with Ebox) upon entering which I had 2x working accounts which had no problem calling each other. And that was still with the same router and still using Ebox DSL.
Like I said - incompetent and with horrible attitude.
Good day,

i am sorry that we had to take action to terminate your account due to the relationship you had with our company.

You were dealing directly with our CTO and where simply yelling on the phone and threatening us all the time. You were dealing with the person that run this network pal, not a simple tech. At this point, we decided to stop serving you. You where doing NAT behind a router and claiming the VoIP was not working when in fact we were testing your account and it was working top notch from our end. The relationship was degrading up to a point where nothing was possible to be done and you where simply calling us/ emailing us to complain and where not cooperating on any test we where suggesting. Again i am sorry that this have turned into a mess with you but you where simply not helping at all.
Rating:-1
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Fri, Apr 22,
2011

I have had a very positive experience with Electronicbox. The greatest difference from all of the other companies we reviewed is their customer service. It has been excellent from the start and the reason we left Bell for their poor customer service. I have recommended Electronicbox to others because of our great experience so far.
Rating:1
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Mon, Apr 04,
2011

Very stable DSL, excellent service!!!
Rating:1
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Sat, Apr 02,
2011

good service
Rating:1
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Thu, Mar 31,
2011

No problems, good services and technical support. Answering quickly.
Rating:1
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Wed, Mar 30,
2011

MY INTERNET CUT ON AND OFF EVERYDAY ( 5-10 TIMES ) Good evening, i am sorry to hear that you have this kind of issue with the service. The nature of the problem could be several things. In most case, the type of trouble you refer are mostly related to the telephone wiring.

Could you send us your account details to support@electronicbox.net to Jean-Philippe attention. We definitely need to do a full diagnostic with you. We also offer the possibility to switch to Cable internet if the local line is the trouble and where technology is available.

I hope you will give us the chance to help you out. Looking forward your email. Have a nice day.
Rating:0
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Wed, Mar 30,
2011

I was a Radioactif client for the longest time and once I moved to suburbia (Deux-Montagnes) I naturally wanted to continue being a client of theirs. However, their connection kept dropping and customer service was a nightmare (waiting 45min to talk to someone at every call and couldn't even cancel my service over the phone). I decided to switch to an ISP reseller (not a huge telco who gouges you with a contract - and UBB? come on!) that had cable service. After looking at pretty much all the options, Electronic Box was the one (good speed, good usage, no contract and good reviews). After my experience with Radioactif I can definitely say that I'm happy I switched. Customer service, albeit not open on weekends, is super friendly and their hookup time is fairly reasonable. The only ick was that they booked a tech install without asking me (I wasn't going to be home on the scheduled date/time), but they rescheduled in a flash and got me up and running fairly quickly. If you're looking for a solid ISP without having to deal with a crappy telco (Videotron and Bell to be candidly specific), Electronic Box is a pretty good. I recommend them.
Rating:1
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Wed, Mar 30,
2011

Had it for like half an hour and it's much better than Velcom (which I had before). Ping is much better with ElectronicBox here in Montreal.
Rating:1
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Mon, Mar 28,
2011

I was a DSL customer of them and switched to Cable Extreme recently. Overall i am very pleased with my services at Electronic Box. They have very professional technical assistance. The transition went smooth and i now get a strong 15 Mbits connection.
Rating:1
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Tue, Mar 08,
2011

the most pitiful bunch of clowns in the industry! Good morning, there is not a lot of details. I guess i know who it is. If this is in regards to the RBL database the company you use for payment processing are then future customers might be happy to read that we comply with RFCs and reject some domain that have mail servers non RFC-compliant. We opt-out your email from the spam filter RBL we use and yet you complain about our practice. Maybe you should complain to your payment processing company to comply with RFCs.

Here is the list of what the remote mail server need to support to talk with our email server.

http://www.rfc-ignorant.org/policy-dsn.php

It is strict but we don't allow Spammers !
Rating:-1
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Wed, Feb 02,
2011

Très bon service, les agents savent de quoi ils parlent. Malgré le fait que le service n'est pas 24/24 lorsque l'on laisse un message, ils rapellent le plus tôt possible!
Rating:1
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Mon, Jan 17,
2011

I am with cia.com for internet and home phone for a year now and looking for another company to switch to as to get hold off someone in technical support and billing dept. you have to wait for minimum 60 min to 90 minuites. which is ridiculous. I am without internet and home phone for last four days. They refer my problem to second level and in four days, no one got back to me. So I need to move my both services to some other company where they care about their customer's problem. Good day,

can you send me your customer account number found at the top left of your invoice to ombudsman@electronicbox.net

I will look into your problem. Each customer is important to us and i would like to investigate your issue. Our average hold time for support is usually less than 2 minutes but could be longer at some point if there is unexpected quantity of calls.

We are sorry for the trouble you currently have and look forward having good relations.
Rating:0
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Sat, Jan 08,
2011

service a la clientele nul , on vous dit des choses donnes des date et ils ne les respectes pas , dans mon cas et celui de mon pere qui s'est aussi abonner.
Rating:-1
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Sat, Nov 06,
2010

..very good service. Love it. Thank you
Rating:1
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Thu, Oct 14,
2010

Just switched from Teksavvy to Electronic Box after wasting hours on the phone to fix connection issue. I heard good review about you guys and though i would give it a shot. So far my experience was pleasant. After investigations Electronic Box repaired my line in a nice and professional way. Highly recommended ISP, stellar service.

Updated review: I placed an order since i heard good things about them. 30.95$ for 250 GB is not bad and they give a free VPN service to bypass the throttling of Bell. Pretty decent and the speed is good so far. I am getting 5 Mbits.
Rating:1
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Thu, Sep 30,
2010

Where's that JP who is replying from the company? He is nowhere to be found when I bring up the issues with his technical support. They will say anything to deny responsibility! When I complained that every end of the month there was virtually no service, they said it was 'equipment' in my house interfering with internet. As if I lived in a space station!

I 2nd the comments about poor quality of voicemail. VM is entirely on their infrastructure and has nothing to do with consumer connection, but the VM messages are missing words. And you know what? When I brought it up with tech support, they had backup copies of all deleted VMs, which they kept w/o my consent and never told me they did. Privacy anyone? Hey, JP, are you man enough to explain why you keep customer's deleted VMs?
We keep backup of servers in case of failure of hardware. When deleted by customers, we do not have physical access to the .wav files anymore unless it is taken from the last backup copy. You just mentioned you had issue with voicemail. From what i understand, the support verified the issue to get to the root of the problem (either customer equipment problem or a problem with our equipment). Also just a general note on privacy here; technical support cannot access voicemail files unless the system administrator grant a special permission to investigate an issue reported. We have nill interest in listening to deleted voicemails otherwise.

If you are still having issues, can you send me a little resume of what is going on, send it to support to my attention and ask kindly for the email to be transfered to me.

Thank you - Jean-Philippe.
Rating:-1
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Thu, Sep 23,
2010

Nothing but problems and reluctant to solve. Their response is to look for another ISP. I complain, they deny issues but later fix them and never admit. I am sorry to hear this. In most case our new network should greatly enhance your experience. If you still experience issues and can't get a resolution, please send an email to support and put in your email title jp's attention. I will make sure you get a good service.

Thanks.
Rating:-1
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Mon, Sep 13,
2010

poorly managed
Rating:-1
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Sat, Aug 07,
2010

I've been with Electronic Box for almost 2 months now (DSL and VoiP phone).

Very good service. Maybe not the cheapest option out there, but still way cheaper than Bell and you get a ton more features (voicemail to email is just too convenient and cool). All in all, a good value.

Installation was problematic as the Bell technician couldn't find my house for 2 weeks. The tech support guys at ebox were very patient.
Rating:1
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Mon, Jul 26,
2010

The good: Unlimited bandwidth is unlimited. Good uptime. I had other ISP's and the connection is fairly clean and smooth. Low packet-loses, low pings.

The bad: Phone line on dryDSL never hangs up on conventional answering machines. It took literally a month to move my account from one location to another, they blamed Bell. They also blamed Bell for randomly reducing my bandwidth from 5Mbs to 3Mbs. My e-mail reciept is copy-pasted from month to month. I must use a credit card to pay, no alternatives were presented. Must send a pesky e-mail to have a webspace on their servers; webspace not given by default.
Rating:0
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Mon, May 03,
2010

The best Internet service provider i have ever used. Very fast and excellent support
Rating:1
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Sat, Apr 03,
2010

Their service is really good.
Rating:1
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Sat, Mar 06,
2010

I have cable internet with them and the speed is excellent + the technical support kick ass.
Rating:1
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Tue, Feb 02,
2010

VOIP poor quality, voicemail drops whole words, monthly disruption of service and they are blaming on my equipment, which worked fine with 3 other providers. cursing the day I ordered their dry DSL/voip combo. VOIP quality depend on the internet signal between you and the CO. If the line is not working properly you will have issue with the VOIP.
Rating:-1
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Mon, Dec 28,
2009

great isp, good support.
Rating:1
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Sat, Dec 12,
2009

charges by first of month and not from when u start the service.
Rating:-1
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Mon, Oct 12,
2009

garbage service when you're down. None on weekends The office hours are Monday through Friday from 9 am to 9 pm for support. If you are down during the week-end, we have limited support at this moment but plan to open during the week-end in 2010. It is something that we are working on. Thank you for your comment.
Rating:-1
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Tue, Jul 21,
2009

Very satisfied. They are a small player and they care about their users.
Rating:1
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Sat, Jul 04,
2009

Systematic voice drop outs and voicemail corruption, slowness of the internet, fax sending failures. Their response is always to reboot the modem. Never had to do it with other providers. Fax is not supported with VoIP. It is a technological problem. The problem you describe looks like a signal problem. Can you send me the details to support@electronicbox.net att: J-P

Thanks
Rating:-1
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Wed, Feb 18,
2009

very good isp, very professional. Thank you very much, your comment is appreciated!
Rating:1
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Fri, Feb 06,
2009

Very good isp Thank you very much to take the time to write us a good comment.
Rating:1
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