Canadian ISP internet service provider locator logo                Comments for Worldline.ca

Date Rating Location Comment ISP Response/Comment

Sat, March 15, 2014

-1 Toronto,
ON
IN REPLY TO: "We hate it when a customer has a problem with our service as it is exactly the last thing we want to have happen. After all, we're in the business of keeping our customers happy, and that's why we have one of, if not the lowest churn rates in the industry.

In this particular case, no matter what we did, we couldn't make this customer happy. We worked with him on solving his wireless issue by replacing his modem and helping him with the re-installation process. We thought we had it licked as he didn't return any of our calls for six straight days over the last week. Today however he let us know (boy, did he ever!) that he still wasn't satisfied and we decided mutually that it was best for both of us to go our separate ways.

Having a dissatisfied customer drives us crazy, and we'll do everything we possibly can to make sure they are getting what they are paying for. However sometimes that just doesn't work out, and we're truly sorry when it doesn't."

I was unable to answer for the last FOUR days that I was contacted since I was working every day from 8AM to 8PM. I got my first call on Monday and was not able to answer until Friday (yesterday).

Worldline tends to take an attitude that a problem is always the customers fault and this response is proof of that. Yesterday I called and still managed to stay calm although (like I said to the rep on the phone) I was very pissed off.

Also, Worldline really doesn't do whatever it can. I was even lied to and told that a technician had come to my house on a Sunday when I wasn't even home, yet customer service reps kept repeating this as if it was a fact. There is no way a technician entered my home that day, the doorman in my building also confirmed he didn't let any technicians for Bell in that day.

Of course by now you can guess that we didn't mutually decide to go our separate ways either. I called to cancel my service yesterday and after a level 3 technician named Harris told me a "cancellation request" had been put in for my account (for some reason they can't just cancel it) I finally felt relieved. However, about 5 minutes later I received a message on Facebook from Worldline stating that my account HAD NOT been cancelled (or that a request had been put in). Only half an hour later I spoke to another level 3 tech (Neil) who once again put in a request to cancel my service.

Don't believe a word what this company says. They'll tell you that technicians came to your house, that you don't live in the right location for a proper connection (I live in downtown Toronto, a 10 minute walk from Yonge and Dundas….) and various other excuses as to why my internet speeds were far below advertised (under 2mbps when I was paying for 6!).

My service never worked as advertised (and was completely out for over week) and I still had to pay for my installation, my modem, and my phone's minutes went far over my plan since I called Worldline such an insane amount. Never was any compromise offered either.

PS. Customer representatives will also remove any negative comments on their Facebook page stating the issue and asking for help before they answer your messages or emails, acting like it never happened.
Once again, we’re very sorry we couldn’t provide the service you requested. For whatever reason, despite you having full service to you residence, your wireless wasn’t up to snuff. Could have been a channel issue due to your high-density area, who knows.

However, we never “blame the customer” as we are an Internet service provider, meaning that if you aren’t getting what you were paying for, that’s on us, not you.

Regardless, some circumstances don’t work out no matter how hard we try (although we do try very, very hard). Good luck.

Fri, March 14, 2014

-1 Toronto,
ON


I've had Worldline for about 2 months now and it has functioned properly ONCE. After dealing with customer service reps who only made my problem worse BY CUTTING OFF MY SERVICE when all I had was a connection that kept cutting out every 30-60 minutes. It took a WEEK for me to get my connection back up and running and even then the connection kept cutting out and speeds were FAR below what was advertised.



Right now I have a new modem and nothing has been resolved. My speeds are still below 2mbps even though Im paying for 6mbps. Customer service has done nothing to compensate either. I have never experienced such bad service as I have with Worldline. Many of the employees you'll speak to will be nice and polite but don't know how to resolve simple issues, don't have enough power to make decisions, OR HOW TO RETURN A SIMPLE PHONE CALL (saying that you'll call back within 20 minutes and then being "in meetings" for 2 days in unacceptable!).



Today after I thought I finally cancelled my service (I was also told earlier that ALL technicians were in a meeting and no one was able to help me) I got a message on facebook stating that my account had NOT been cancelled. 30 minutes later and it SHOULD be cancelled now.. if only I could be sure..



The massive amount of problems I've had with Worldline are far too many to list in one post. I've had issues with just about every customer service center manager I've spoken to. Clearly they outsource too since you never speak to the same call center! Sadly because of this you also can't always speak to the same rep or manager you've spoken to before.

IN SHORT: DO NOT SIGN UP WITH WORLDLINE
We hate it when a customer has a problem with our service as it is exactly the last thing we want to have happen. After all, we're in the business of keeping our customers happy, and that's why we have one of, if not the lowest churn rates in the industry.

In this particular case, no matter what we did, we couldn't make this customer happy. We worked with him on solving his wireless issue by replacing his modem and helping him with the re-installation process. We thought we had it licked as he didn't return any of our calls for six straight days over the last week. Today however he let us know (boy, did he ever!) that he still wasn't satisfied and we decided mutually that it was best for both of us to go our separate ways.

Having a dissatisfied customer drives us crazy, and we'll do everything we possibly can to make sure they are getting what they are paying for. However sometimes that just doesn't work out, and we're truly sorry when it doesn't.

Fri, February 21, 2014

-1 toronto,
ON
this isp is by far the most sketchy i have ever me no wonder when you hear no data cap you will think its for real but there is always a catch.
My issue with worldline is that i got a subscription of 6mbs up and 800kbps down i actually got the download speed but not the upload speed
For heavens sake what good is 6mbps download speed when you cant upload my upload speed have been limited to 300kbps for almost a year now i cant even enjoy a skype video call; the other end keeps getting static from me i have to skype without video most of the time.
Finally i decided to upgrade to 10mbps down and 1mbps up i got the download speed as promised but mu upload sspeed was reduced instead i have made several calls upon calls and up till today its still getting worse ordinary video streaiming feels like am using a dialup connection my cell phone 4g upload speed is like 800kbps how come am not getting what i have been promised from this guys.
when you put in a call there will promise to call you back by 8pm like what who are they trying to fool a kid? i have to recieve what i have promised at least 800kbps of the upload speed will be much appreciated i really dont reccomend this guys should have gone with teksavy
Shoot, sorry to hear about your problem. If you are still having this upload speed issue, please email me at info@worldline.ca with your account details. I'll see what's up with your service and have it optimized for you. Cheers

Sun, February 16, 2014

-1 Stittsville,
ON
I have to agree with most other comments here almost word for word. I switched to Wordline a few months ago from Bell because after 40 years with them, I think Bell is one of the sleasiest companies in Canada. So I got a great price from Wordline compared to Bell...but there's where it stopped. The hardwire to my PC runs reasonably well, reasonable speed, but the Wordline WiFi modem is absolute junk. Even in the next room the WiFi has a speed about equal to dial-up, and yes it does cut out numerous times during the day. And I'm sure my grandchildren could give me better support. The first problem with support is trying to understand what they are saying, since they are all in the Dominican, I believe. On top of that, many I have talked to admit they are 'trainees'....just what we need for 'support'. And once you have signed up it's like buying a used car....you're on your own; there is no contact to send comments or complaints to; I guess they're raking in the cash, just don't care. As with the other comments, the Worldline booklet you get says, "..Email your suggestions to me.." (Jody Schnarr, the President). I emailed him months ago, got nothing back. I would not go back to Bell, but am certainly looking for an ISP that provides the service advertised, and actually has 'support' for their customers. Oh and by the way, the price is $49.95, but they don't mention there is an 'Essential Services fee' on top of that, to start, so the price is actually $55. (plus tax, etc.) after you buy your (base model) modem. Sorry to hear of your complication. Can you email support with subject ATTN: Mike Brown and include your account details? I can help you from there. Or call me personally on Tuesday 519-489-6700 ext:630

Mon, December 23, 2013

-1 Ilderton,
NT
This company has horrible customer service and their billing department are scam artists. Oh, and by the way, when you send a complaint to the attention of Mike Brown, as per the responses to other complaints on this site, you get nothing in return. Sorry to read your having complications. You can call my extension directly if your having issues reaching me via email. Dial 519-489-6700 ext:630

Thu, December 05, 2013

1
I work for Culligan Water IT department. We have 29 different locations most of them using fibernetics(worldline)I have to say we have had maybe two problems that got tracked back to bell as worldline uses there lines. Very happy with there service and even decided to get there service at my home (25 down 10 up) and never once got lower then 22 down 8 up. I would highly recommend this company. Thanks very much for the review. Great to hear you are enjoying your service. Cheers

Sun, June 09, 2013

-1 Pembroke,
ON
Constant problems with this company, I've had them for 3 months now and the internet disconnects at least 15 times a day. I've called their support many times and have had no luck in resolving the issue. Very dissatisfied. Hello, first off I'm sorry to hear of your complication. Please send an email to support@worldline.ca Subject Line: ATTN MIKE BROWN and I will personally assist you and ensure we have done everything to help you out.

Thu, March 28, 2013

-1
ON
Stay as far away from this company as you can they have major problems with there customer service and billing departments. Hello, sorry you have had an issue with your customer service and billing. How can I help you? If you send an email to support@worldline.ca ATTN: Mike Brown I'll make sure you are looked after. Thank you.

Mon, January 14, 2013

-1 London,
ON
My family switched to Worldline because of the price and the unlimited data cap. As the main internet user in the house I was happy to find out I could use the internet without restricting myself because of a data cap. However, I found out that their service is VERY unstable, the connection frequently goes down and I'm often without access to the internet or phone for a while. I've called tech support and all they do is have me change some of my router settings which doesn't help me at all. Other than the constant disconnects I don't mind the connection, I usually get 5000kbps peaking at 600kbps Hello, first off I apologize for your complication. Please send me an email: support@worldline.ca ATTN: Mike Brown and I will assist you.

Wed, November 28, 2012

-1 Cobourg,
ON
When I bought the service I was told that I would be receiving 10 Mbit/s. Meaning that theoretically, it would be possible to achieve that speed, given that the load on their network was low enough. Upon signing up, both the bell technician and their technician told me that the line was being capped to 6-8Mbit/s. I called world line to complain, 4 times. All times they were unwilling to do anything to resolve the issue. In addition, their customer service is horrible, I HIGHLY recommend that you stay AWAY from this company. In every case it will be well worth your time and effort to spend an extra $2 a month and go with another ISP. I apologize that we didn't communicate that the speeds are up to 10Mbps where technology permits. We appreciate your comments and thank you for taking the time to let us know your level of satisfaction. We are always looking for ways to improve our business and customer care. If you email me personally at support@worldline.ca ATTN: MIKE BROWN I would like to learn from your experience and see if I can do anything to help you.

Fri, September 07, 2012

-1 Windsor,
ON
Had Worldline internet for less than two weeks. Called them because my download speeds were slower than expected (256 kb/s). They said on the phone (and I have recording of this) that I should be getting 500-600 kb/s download speeds. They told me that they would send somebody to check the line. Two days later they called me and said that I couldn't get 500-600 kb/s in my location because I'm too far away from their hub. I live within 1 km of the local university. This is where their prime customers are and they can't provide a decent speed. Now I've spent all this money on getting the service installed and I'm going to have to cancel it to find something reasonable. Thank you for taking the time to write your review. I can have a look into all of this for you. If you could email support@worldline.ca and put the subject ATTN: MIKE BROWN Canadian ISP - Speeds, along with some information to pull up your account, I can review this for you and give you a call.

Thanks,
Mike

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