Canadian ISP internet service provider locator logo                Comments for Velcom

Rating summary for the past year: Positive: 3 Neutral: 2 Negative: 2
7 ratings in the past year. 162 ratings in total.

Tue, Dec 11,
2018

good price
Rating:1
Service: cable
City: Roxboro,
QC

Thu, May 17,
2018

Great service. Excellent speeds.

Been with Velcom for about 1 year now.

Cant beat the price.
Rating:1
Service: cable
City: Caledon,
ON

Wed, May 16,
2018

constant service interruptions.
Tech support only knows how to read a step by step guide with no basic understanding of networking because when you explain to them the problem they don't seem to listen and just drone on.
I canceled my account after two months.
Hello. Can you please give me your Account ID so i can see what the issue was? Or first name on the account along with the digits in your address so i can try to locate your account and provide some feedback.

We have thousands of happy customers and try to resolve issues at the best of our ability remotely. Looking forward to your reply.

Thanks.
Rating:-1
Service: cable
City: Petawawa,
ON

Wed, May 16,
2018

Service has been very good. Had an issue few months ago but was able to resolve it pretty quickly.

looks like the only time people make comments is when everything doesn't go their way.

speed has been constant all night thankfully.
Rating:0
Service: cable
City: Brampton,
ON

Wed, May 16,
2018

Had my service activated today. Everything went through smoothly.

Will post back if any problems.

Speeds look great also.

will recommend to my friends!
Rating:0
Service: drydsl
City: Toronto,
ON

Wed, Mar 21,
2018

I ordered Velcom DSL. They sent Bell Technician to Install. Bell technician could not install and we wasted a week. Bell technician wanted to go and he called Velcom DSL. Myself, Bell technician was on the phone and we together Cancelled the order and Velcom promised to refund installation and first month charge that i paid.

After two days, Velcom called me saying installation is completed by bell and made me go to new property and wasted hours of my time on the phone. Service was still not working. Velcom tried to force me to get the service anyways. It never worked. Still, Velcom is claiming that installation is done and Velcom is not refunding my money.

In reality, I already cancelled on the phone when bell technician could not do installation. Confirmed with Velcom.

And Bill Howard is the worst person in the world and hope you guys won't have to deal with him.
Rating:-1
Service: dsl
City: Brampton,
ON

Fri, Apr 14,
2017

View Ticket: #SRA-189-93412 it is open months ago, my last reply was 3 days ago, still did not receive ANY answer from Velcom Hello.

I've looked up the Ticket ID you posted and all I can see is a reply from our support reps from April 30, 2017.

We don't see any further replies after that point. I am looking up Ticket ID #SRA-189-93412.

Perhaps you mistyped it?

Please contact our support through phone 1-844-983-5266 to get the quickest response as if im unable to find the ticket in question then its not in our system or please resubmit a new ticket and send the info to me here and i will take another look.
Rating:-1
Service: drydsl
City: Oakville,
ON

Wed, Apr 12,
2017

I pay for 15/1 package. Current speed is 5/0.6. Never got speed more then 12 down and 0.7 up in two years. Takes support to answer 2-3 days. Going to move to Acanac who has better prices, better support and I have my phone services with them for 10 years. Its unfortunate of the service you are experiencing.

Can you please provide a Ticket ID so I can look into the issue further. Our support replies to all tickets within 24 hours unless during business hours then usually within 1-3 hours.

Our pricing is on par with acanac or better.

We have special pricing on cable at moment.

100Mb Cable $39.95/m unlimited acanac doesnt have 100Mb closest speed 120Mb which is $95/m

30Mb Cable $34.95/m unlimited acanac price $49.95/m

15Mb DSL $39.95/m unlimited acanac price same as ours.

25Mb DSL $49.95/m unlimited acanac price same as ours.

Also when doing speed tests please use a cable not wireless.

We provide service to thousands of happy customers but issues to tend to arise that we try to resolve with the customer as best as possible.
Rating:-1
Service: drydsl
City: Oakville,
ON

Mon, Apr 10,
2017

I'm the guy that called yesterday...and the day before complaining about the modem not syncing since you only have 2 people working there for tech support and sales.. I'm pretty sure you would who I am. Regarding the next isp..at least it'll get fixed without them gauging me 100 bucks like you guys. I also explained what happened to them and they told me bell only charges 49 bucks for house calls which means you're also trying to make money on bells tech's which is just sad and greedy Unfortunately we receive tons of calls for various issues so it still would be impossible to figure out who this is.
Rating:Comment
Service: drydsl
City: Toronto,
ON

Sun, Apr 09,
2017

Horrible customer service/tech support.
Had them for about 7/8 months
At least 1/2 times a month the internet goes down for 1/2 days for no reason...
They asked me for a 100 deposit to have a bell tech come over.
Rather cancel and just get someone else.
Don't waste your time on these guys.
Hello.

If your experiencing disconnects you will experience the same issue with the next provider. So something may be going on with the lines going into your residence or it could be a modem issue. Since no name provided I'm unable to pull any account information. Please open a ticket with Velcom referencing this comment.
Rating:-1
Service: drydsl
City: Toronto,
ON

Tue, Mar 07,
2017

Asshols... Sent me to collection for $35. Fucked up my credit. Shitty internet going up and down all the time. Will never use again Dear Unkown person.

The only time you are sent to collections if an invoice is unpaid. Our prices are pretty competitive. If we were charging prices such as the major carriers we could eliminate the $35 charge no issue. With smaller providers there is no room for such. Most of our customers pay their accounts fully, you should do same. As you said only $35.
Rating:-1
Service: drydsl
City: Gatineau,
QC

Wed, Oct 05,
2016

very poor customer service... they dont want to accept a fault at their side they said my modem is at fault (DUh !!! you sold it to me !!!) they wanna chartge me a $ 100 for a diagnostics by third party... are we in 21st century or do we still live a life of sympatico (Remember !!!)
get real guys... i want what i pay for, NO MORE, NO LES!
Can you please forward me some account information? the only time a diagnostic repair charge would come into affect is if a technician was needed to be sent to your home. Its quite possible the modem is faulty or internal wiring or your equipment. We can never really know. The $100 is a security deposit in event Bell or Rogers is required to make any repairs inside your home. If the loss of service is due to something outside the deposit would be fully refundable. In 99% of the cases the deposit is refunded. Also our support takes all steps to ensure the problem is not with the modem. We would send you another modem (test modem) to rule that out. Once that step is covered, we move onto the service call. In the past there have been instances where we dispatched a technician, the technician repaired inside wiring and the $100 wasn't paid for. Unfortunately our rates are very low for a reason. If we were to charge sympatico rates, as you mentioned we would cover the $100 no problems.
Rating:-1
Service: drydsl
City: Brampton,
ON

Mon, Aug 15,
2016

I had Velcom for 2 years. First I noticed They sold me DSL 6Mbps posting up to 800kbps. However I bought the best modem $120 and it was internally limited to 300kbps. I then went out of town & cancel for 3 months. When reconnecting I sat home all day Saturday for technician NO Show. I has NO DSL light on modem and tried troubleshooting on the phone. On Monday I called and required a #100 deposit for Bell to check the line. Fed up I asked for a refund and was informed that dry loop work order was completed & not refundable. Also I would be pro-rate for the month. No DSL Not 1 bit of data used. Called Bell and next day he showed up, walked me to the Dry Loop box. Surprise!!! Not connected and NO REFUND. Poor Service & lower thanadvertised speeds. 1) Ive never ever seen in my life where a modem was hard coded to limit upload speed. Also this post doesnt really specify what modem you received. If you could provide some account details we could see if this post is legit. Secondly I really highly doubt you could "call bell" to have them dispatch a technician to come to your place to show you "their box". I highly doubt they would waste their time. But even if that did happen you should of taken a picture we would of opened a repair ticket. All installs come with 30 days warranty so if the install was within 30 days we would dispatch a technician no questions. if service was working then suddently stopped we would take steps to ensure its not a hardware issue before opening a ticket as if the technician has to repair anything inside the home fees would be charged as the problem is with inside wiring. This is how third party providers work, if you want better pricing/packages, otherwise if you pay bells or rogers premium prices they will do repairs without question, our prices dont allow that luxury. Please provide some account information so I can get a better picture of your situation.
Rating:-1
Service: drydsl
City: Windsor,
ON

Fri, Jun 17,
2016

I have been with velcom for years now. I have tried their DSL and Cable internet services. Both have been great and I have received the advertised speed. Cannot go wrong with Velcom.
Rating:1
Service: cable
City: Toronto,
ON

Mon, Feb 15,
2016

I found this ISP by accident. I used it at both my old and new home. Pricing is very affordable and there's no dry loop fee. No terms as well. The installation fee of $100 is a bit pricy tho.
Rating:1
Service: drydsl
City: Richmond hill,
ON

Sat, Feb 13,
2016

I just switched to Velcom after recommending it to approx. 10 people over the last few years. All installations have been smooth and I am not aware of any problems encountered by the people I advised. Speed and billing has been as advertised.
Rating:1
Service: drydsl
City: Kingston,
ON

Fri, Feb 05,
2016

I've been a customer for two years and am quite pleased with the service. I've had some connection problems of late but I believe it was the ac adapter for the kasda router. I replaced it with a heavier one and so far so good. The price is right anyways! thanks for kind remarks. tell you truth we never thought about PSU could cause disconnects. We will try that for a customer if they experience same issue.

Was the existing PSU overheating?
Rating:1
Service: drydsl
City: Ignace,
ON

Wed, Jan 20,
2016

It has been more than a month, I took Internet connection from Velcom. I am more than satisfied.
I used High Speed Internet from Rogers for eight years and for three and a half years from Bell.
My understanding is, number of dissatisfied customers in DSL category is more than cable category. So, the problem is with the DSL service, not with Velcom.
Rating:1
Service: cable
City: Oshawa,
ON

Fri, Sep 11,
2015

I have read a lot of bad reviews on Velcom. So I was pretty skeptical to sign up. But I gave it a shot due to their prices. Have to say. To date I am very impressed. Will Update if anything changes. But to date they have backed what they sell.
Rating:1
Service: drydsl
City: Deep river,
ON

Mon, Jul 20,
2015

ISP is terrible. During the first few week the service was fine. Then it began to degrade and not work any longer. Support tried to help but I was always on the phone messing around trying to reconfigure and setup different things with the modem. Was forced to terminate the contract. Do not use this company. I apologize for any inconveniences you may of experienced.

If you can email escalations they can look into your account. esc at velcom.ca

Also side note we dont have any contracts. It's month to month.
Rating:-1
Service:
City: Georgetown,
ON

Thu, Jun 25,
2015

Service was installed few days ago. Install went without any problems thankfully.

Speed is good i'm able to stream netflix without any buffering.

support was great it helping me configure my modem
Rating:1
Service: drydsl
City: Bolton,
ON

Sun, Jun 07,
2015

Service is absolutely terrible. Already replaced my modem twice because I kept having to reboot the router. I still have to reboot the router twice per day. I updated the firmware as per their instructions, and it still hasn't resolved the issue. When the router is finally up, the internet moves at a crawl at time (barely 3MB down at times) during certain hours of the day. It didn't work at all last night - couldn't watch Netflix. This morning I wake up, and I'm getting 25MB down. Their support is terrible. I've been working with them over the last 6 months trying to resolve the issue - replacing routers, updating firmware, but to no avail. VELCOM IS TERRIBLE - STAY FAR AWAY!
Rating:-1
Service: dsl
City: Milton,
ON

Mon, Apr 27,
2015

Recently had 60mb cable installed in brampton area.

speedtests show full 60Mb which im happy about

service and stable has been great thus far.

Rating:1
Service: cable
City: Brampton,
ON

Mon, Apr 27,
2015

Im on Velcoms 60/10 cable.

Install went smoothly and speed test is awesome at 10pm

check out the screen shot

http://www.speedtest.net/my-result/4321703024

Rating:1
Service: cable
City: Caledon,
ON

Sat, Apr 25,
2015

I was a Velcom customer 6 years ago and moved to Teksavvy due to a 25% difference in price. I was very happy with them then as well as Teksavvy. I recently decided since i had a decent experience with them before to try their DSL service since it would save me the dry loop fee. Below is what my recent experience is and take from it what you will.

Sales/initial purchase: (DSL 25/10 300GB cap)
Misleading advertising.
No brand of modem is listed on their site.
Velcom modem does not mean just any modem from them has to be their branded modem.
There is not any information as to what that branded modem is or what they are supplying.

Install:
I gave them 1 months notice for the installation and was bill immediately even though they had not processed the order. No issues with that. Modem arrived was very loosely packed and all wires were loose and not tied. I assumed it was for them to test and configure the device. Line installation went smooth and Bell technician made sure the line was perfect and tested the line from the inside jack as well as made sure the modem synced.

Tech support: 10 days+
Disconnects(have to power cycle the Kasda modem) more than 3 times daily with the modem not reconnecting and with VOIP = no phone. There was no way to know the internet was down until I tried to surf or use the phone. Opened a support ticket and they replied fairly quickly.
1. Checked line and is perfect.
2. Reset device to factory default and reconfigured.
3. They started to change line profiles from 25/10 to 25/7 to 25/5. Not sure why since they already checked the line was perfect but was told this is to be sure the device is faulty.
4. Reset factory default again.
5. Recheck line again was perfect.
6 Tech support inform me that the device is faulty and hand me over to sales.

Sales/After sales service: 5 days+ (still ongoing as of 24/4/2015)
I contact sales after receiving the email from their tech support saying the device was faulty.
They say they have to charge me for the new modem and will refund me when I return the faulty device. No issues with that.
They also say I have to pay for the return of their faulty device.
I call the sales office to complain about the return postage. A small amount but the principal is they sent me faulty goods. I am told that is all they can do and if I am not happy to send an email to senior management via esc@velcom.ca
I do this. I wait the required 24/48 hours for the response as per their webpage.
No reply so I initiate an online chat. I happen to get a senior sales consultant.
I talk to him via the online help chat and HE suggest I buy a SmartRG 505N from them.
HOWEVER if I purchase this brand I have to pay an additional $50 for setup.
So even if I purchase the modem from them as per their site I still have to pay full setup fee as well as pay to send their defective device back to them.
If their device had worked from the start for a month or so and then died I can understand but this one did not even work from the start. Specially since they claim all their modems are new and tested that is why the packaging was loose. I asked them how is that in any way them trying to meet me 1/2 way other than me doing all the compromising.

They tell me that they would chat to the Senior billing manager and get back to me in 3 days. Not sure why it takes such a long time for them to have a phone conversation or email reply or to chat in the office.

I get a call 3 days later and am told they would send me the SmartRG 505N and waive the install fee but I still have to pay to send the faulty device back.
They then bill my credit card and charge me to send the new device to replace their faulty device. Surely they should be sending the device at their cost now since it is to replace their faulty equipment?
I receive the package and again it is loosely packaged and wires not tied.
They claim that is to test the modem... Then why was the unit I received that was supposedly tested faulty.?
I open it and there is a RMA from a BELL customer sending this device back to BELL.
The device is a Fast 2864 not the SmartRG 505N we agreed on.
The device still has the old user configuration for the internet.
The device DHCP lease table still had all the devices and MAC numbers from the previous customer.
So instead of sending me a new SmartRG 505N they sent me a used Fast2864.

I printed the online chat with the senior sales consultant and nowhere does he mention the device I am to get will be a used device.

I call the office and speak to a more senior person than the one I have been dealing with, only to be told that more senior than him is the escalation department (email only) and that the Senior sale consultant I was dealing with is only going to be back 3 days later.

The only way to contact any person above the Senior sales consultant level is via the escalation channel (email). From which I already had no reply for more than a week. They inform me there is no way to contact them via phone. There is a way for him to contact them internally and that too is via email.

The senior managers are NOT in the same building as the Brampton offices. Anyone from that needs to contact senior management has to do so via email including them. Very very dodge.

Somehow they manage to "call" the escalation department and they claim not to have received any emails from me, yet I have no failure to deliver emails. I forward the emails to sales via sales@velcom.ca and ask him to forward them to the escalation department. I call them back and they says they got the emails and forwarded them to the escalation department. I ask them to check that I used the correct email as I sent at the same time a copy to the escalation department. I am then told as soon as the emails are forwarded to the escalation department they can no longer view the emails.......Really they can't check the inbox or sent mail box? I am then told to wait for a reply from the escalation department or a call from the Senior Sales consultant.

Since i have not had a reply for more than a week from the original emails I sent to the escalation department. I suspect there are not that many people working at this company and that the senior sales consultant is the one that makes the decisions.

So NOT a company you want to deal with since you can not speak to anyone at a senior level via phone that can actually make a decision. It is possible they the same people wearing different hats that just pass the buck around.


Update: 25/4/2015

I get an email reply from senior managers and they say:
If I want the SmartRG then I have to pay $50 that is in direct contradiction to the email I got where they were waiving the fee.
They sent me a used modem because I did not want to pay more.

I replied and no reply from them:
No where in my conversations did I agree to a used device. I was never informed that the device I was getting was used.
I was told they were going to waive the fee that implies that they are looking after me and will send me the modem I wanted.
How is sending me a second hand unit doing me any favors and why the need to waive the fee. They charging me full price $135 for a modem worth $40 used on Kijjii.
Why did they not say:
If you want the SmartRg you have to pay $50
If you don't want to pay more we can send you a used unit.

Then I could have made the decision either way or cancel and save them from debiting my credit card.
But instead they blatantly lie by sending me an email stating they will waive the setup fee and send me the Sagecom.
Sagecom makes BOTH the F@st 2864 and the SmartRG. The term waive the setup fee is very misleading.
Hello Kenny. As I already indicated you can return the Sagecom. You wanted an option that would not cost extra meanwhile possibily offering a better connection. Your on very old bell equipment thus why you are having these troubles. While not common they do happen. We do not provide the SmartRG otherwise we would not be able to discount the setup fee. If you want a brand new modem (SmartRG) which is much more expensive then let us know. If you want to return the Sagecom please let us know through the ticket. As of right now the ticket has not been responded to by you. We've sold thousands of our modems so it could be other reasons unknown on why your line is disconnecting from time to time.

Rating:-1
Service: drydsl
City:

Fri, Apr 24,
2015

Terrible service. There is no way to resolve any issues. I called their office and one person answers tell me the manager is not there. They only deal with issues via email. There is no way to contact senior management. The senior management ignore their escalation channel and claim not to have received emails when their sales department gets those very same emails. Been more than a week and no response via the escalation channel and even calling them the person there just says send an escalation email.
Rating:-1
Service: drydsl
City: Mississauga,
ON

Tue, Mar 31,
2015

I did a mistake, I didn't check the ratings and went with Velcom for a 30/5 Mbit/s connection some time in October 2014, it went well for a while and in December I got almost continuously around 15/5 Mbit/s (DS/US), raised a ticket they asked for some tests, completed them (Velcom blamed Rogers ;)) some of the tests came up with "destination unreachable" and "request timed out" for PING and TRACERT for some specific IPs. After a game of back and forth they fixed it but just for a week and then the speed dropped again after a few days came back and so on. Right now I'm going through a two week spell of low speed (10-15 Mbit/s DS paying for 30Mbit/s), raised a ticket for a week already and this time they didn't even bothered to answer my Email, I'll do just the same and CANCEL the service. WARNING: DO NOT BUY VELCOM INTERNET SERVICE you'll get half the speed you pay and when you complain they will just ignore you, I'd say spare your time and money and do just the same, ignore them.
Rating:-1
Service: cable
City: Toronto,
ON

Sun, Mar 29,
2015

They used to be great. Now I rarely pull the speed I'm paying for. There have even been a couple of instances where Netflix and the like were unwatchable. Too bad because I've recommended this service to so many people. After two months of shotty service, I'm looking for an alternative.
Rating:0
Service: drydsl
City: Montreal,
QC

Tue, Jan 13,
2015

Had DSL setup recently. About three weeks thus far. Everything went great. Good value for the money.

Im on the 25Mb plan and get around 20-23Mb which im happy with.

Rating:1
Service: drydsl
City: Toronto,
ON

Sun, Jan 04,
2015

To those who live in QC province, there's no need to call 30days ahead to cancel your service with velcom (based on their FAQ). According to the office de la protection du consommateur: "If you concluded your Internet access service contract on or after June 30, 2010, it is within your rights to terminate the contract at any time. "
More details here: http://www.opc.gouv.qc.ca/en/consumer/good-service/telephone-services-television-and-internet/internet/annulation/comment-mettre-fin-a-un-contrat/
Rating:Comment
Service: dsl
City:
QC

Thu, Jan 01,
2015

I would like to take this time to say stay far...... far away if at all possible all the negative comments on this review are true the positive comments should consider themselves lucky.... instead of repeating the same complaints I will provide a five day speed test of my 50/10 unlimited connection on youtube.

https://www.youtube.com/watch?v=okwjfQU3GDM
Rating:-1
Service: drydsl
City: Toronto,
ON

Fri, Nov 28,
2014

Had he service for about 2 months now. Been running great. I've had some disconnects here and there but they fixed it after speaking to them. My speed hovers around 20-25mb on the 25mb DSL plan.

a++
Rating:1
Service: drydsl
City: Brampton,
ON

Thu, Oct 30,
2014

Used another Bell reseller for years before switching to Velcom, trying to save a couple bucks. Speed with other reseller was 5megabit. On the EXACT day my service started with Velcom my speed went to 2.5megabit and has never returned to normal. Tech support just make excuses and blame Bell. Made complaint to CRTC. There are many other options, pick any other reseller.
Rating:-1
Service: dsl
City:
ON

Thu, Oct 02,
2014

Recently had 50mbps setup ADSL.

our installation was delayed because the technician never showed up, but the following time the tech showed up and everything was installed properly.

service started working without issue right when we plugged the modem in.

I will recommend velcom to my friends.
Rating:1
Service: drydsl
City: Toronto,
ON

Wed, Sep 24,
2014

Had service for a little over a month now. Wanted to see how service performed before giving my feedback.

Connectivity and speeds have been stable.
thanks for kind comments
Rating:1
Service: dsl
City: Toronto,
ON

Tue, Sep 16,
2014

our internet service was installed last week without any problems. speeds seem to be very good

will post back here with updates if any issues.

the bell technician seemed like a nice person but ive heard different stories from differnet people so I guess its a gamble who you get.
but so far couldn't be happier

Rating:1
Service: drydsl
City: Toronto,
ON

Mon, Sep 15,
2014

Signed up with Velcom September 1st. Service was installed September 9th.

No issues.

Speed tests are excellent during peak times.

Cant complain on the prices. Most isps are charging dry loop and velcom isn't from what I've researched. Support has been helpful in helping me get my modem online. what more can you ask for? I recommend Velcom!
Rating:1
Service: drydsl
City: Bolton,
ON

Sun, Sep 14,
2014

I was with Velcom for 1 year and half now. Initially, when I registered for their service, they said a (Bell?) tech will do an install between 9am-5pm. I took a day off work, and waited, and waited... No one showed up, then I called Velcom support line, a guy with a tired voice answered and he just activated my internet. Ok, if I have known that, I won't take a day off work.

Fast forward. I called Velcom at least 2 weeks earlier to transfer my current internet plan to my new residence. A day after I moved, I dont get internet connection because the dsl green light blinking (meaning dsl not activated, according to velcom rep dude). I decide to call Velcom, a dude tells me to wait for another day (they do installs from 9am-9pm). I said ok. Waited; dsl light still blinking. I called again, being told to wait few more days because Bell is having high number of intalls to do, and I have to wait. Ok fine, I waited. A week later, I called again, being told to wait again by another dude. Then I said I have being waiting for more than 2 weeks now, can't you send someone to check it? Then they gave me a bunch of "possible explanations" as why I don't have an internet connection (my modem might be faulty, etc, etc, they see that I have the connection, etc etc). Sending a Bell tech will cost about 100$, and they will check the connection on demarcation point only, meaning if the line inside the house is faulty, the tech won't bother to do anything. So why I should bother to have them send a tech if they can't fix my dsl internet and waste 100$? The thing that I still don't understand is that from day 1, I have a working Bell phone line, but Velcom can't connect me to the dsl internet after 2 weeks? To my knowledge, if I have a Bell phone line, I should have dsl internet no problem. Velcom dudes are not doing anything except telling me to wait and to wait. They are delaying the problem, not solving it.
Anyway, I got a bit impatient and called Bell internet directly after 2 weeks, and asked to subscribe to their internet service. 2 days later, the dsl green light turns solid (meaning the dsl service is activated by Bell) and I can connect to the internet (with velcom), even before receiving my bell modem. Internet finally! I called Bell to cancel their internet plan, since I have a working dsl line now, using velcom modem. If I have not called Bell myself, I will still be having the dsl issue with velcom, even if a tech is sent who only checks the demarcation point. My dsl line is not activated for 2 weeks, and I had to call Bell myself in order to solve the problem (to get them to activate the dsl line by pretending to subscribe to their service).

Overall, I would say that velcom has poor support staff dudes (I only have dealt with dudes at this point), with an attitude, whom don't really know the modem and internet stuff, and dont know how to deal with Bell system. When I called, none of the dude bother to mention their names, which is odd, since normally when I call to any call centers, the telephone rep would present themselves so that clients know who they are talking to. velcom dudes don't ask the right questions in order to try to establish and find the source of the problem. velcom rep always start to imply that everything is the clients fault first, that on their side everything is normal, and propose to send a tech to check the demarcation point. If you choose to get velcom, be ready to wait a long time on their support line, be ready to get moody dudes rep, be patient and be ready to call them back again and again... and yet, you still have to find the solution by yourself. The bottom line is you get the level/quality of the internet service you're paying for. Their internet is speed is ok, but i would experience connection problem (no internet green light on modem) a couple of times a month. Sometimes it last an hour, other times it last throughout the night. I would only recommend velcom to the worst of my ennemies. If I was rich, I would have taken Videotron for their cable service.

Service reliability: 4/5
Internet speed: 4/5
Internet service quality (support line): 0/5 --- epic fail.
Rating:-1
Service: dsl
City:
QC

Sun, Sep 14,
2014

Horrid internet service coupled with poor support line service. If you like to torture and torment yourself, go ahead with velcom, frustration guaranteed with Indian support dudes.

I would advise you to always use Mastercard (or visa) to pay velcom bills. In that case, you could dispute the transaction(s) later on, in case velcom charges you unfair fees, while you dont get any internet service because of their fault (which they will never admit). If you are a Quebec resident, consult: http://www.opc.gouv.qc.ca/en/consumer/good-service/internet-access/
You can cancel their contract at any time, with no obligation to provide advance notice, if your service open contract started on or after June 30, 2010. You should always try to get your money back because after you paid, you didn't get any service in return! Its your right to dispute and get your money back. Otherwise, its like giving away free money to Velcom! Normally, in this kind of situation, Mastercard will always credit your account back if you are unsuccessful in your attempt to get a refund with shady dealers.

I noticed they don't even bother to update their facebook and twitter now, lol, why not just delete these accounts? Their facebook page only has 2 posts, pathetic.
100 likes = thousand of happy customers? where are they? Surely they're not present anywhere on major social media.
Rating:-1
Service: dsl
City:
QC

Sun, Sep 14,
2014

Been a client for velcom for almost 2 years now. We moved to a newly built home just 2 weeks ago so we transferred our service.

Velcom speed has been excellent while we've been a client.

Installation at the new place was working without any issue thankfully.

I decided to post a positive comment here since I was checking out some other prices to see if I was getting a good deal still.

Velcom support has been helpful in getting me setup at my new place.

Im guessing the only time people post on here is when they had install issues with bell. I know a couple of my friends signed up to velcom (I told them about velcom). One of them had their install delayed because the bell rep decided to not show up. But he finally had service the following day! the other one had install without issue.

I hope their service continues the same way for the future as their rates are great as it seems.
Rating:1
Service: drydsl
City: Brampton,
ON

Fri, Sep 12,
2014

WORST COMPANY I HAVE EVER DEALT WITH. Not only is their customer service unprofessional, rude and not in the least helpful, they didn't provide me with any of the services they are charging me for. My problems with this provider have started from day 1 and continued for 2 Internet-less weeks now and I am going to cancel my account as soon as possible.
First of all they didn't show up for installation when they said they would, instead it took me calling them for almost every day for a week to get a technitian to my house. Every time I've called I've been treated as a crazy lady who is wasting their time and like the problem is with me and not with them.
Second of all, the first modem they sent me got lost in the mail and the second one is DEFECTIVE. Now they want to not only make me pay to ship the useless defective modem back, but won't expedite the shipping of the third modem unless I pay for that as well.
Their customer service reps and managers have an attitude, they have never once called me back when they said they would AND they want to charge me for service until the end of the month although I have not had Internet for even one day!
I cannot express how upset I am with the way I've been treated and I am going to spread the word of my experience in every way I can to hopefully prevent others from wasting their time and money on this horrible company.
Rating:-1
Service: drydsl
City: Ottawa,
ON

Mon, Sep 08,
2014

This is the absolute worst company I have EVER gone with. My internet has not worked since I got it installed and it had now been 2 months.

I believe theres only 3 staff total who work there, probably sitting in their basements "diagnosing" the problem. They tell you to unplug the modem, leave it for a few minutes and plug it back in. This is their way of fixing the problem from their end. Once I finally explained to them that I had done this numerous amounts of times, they said they would send me a tester modem (at my charge, of course)... why would one have to pay for a tester modem when the modem they installed never ended up working in the first place?! Ridiculous.

Once I recieved the tester in the mail (after a few weeks because the first guy I talked to on the phone never ended up sending one), i plugged it in.

Through out all of this, i have tried to contact the "Manager" John Black, 3 times. It seems that EVERY time I called, he was not in the office and he would call me back... which he never did. The staff also promise to call you back within 24 hours which they NEVER do.

I finally recieved the extention for John Black rather than having them transfer it to me. After the guy on the phone said he was unsure of his own managers extensin, he said the extension is "100" and the guy with the exact same voice who i just talked to answered it, which i could have sworn was using a different voice (those of you who have called Velcom to complain a billion times like i have, know the guys voice I'm talking about).

Long story short, they still have not been able to help me since i recieved the tester modem, nor do they even care that they have an unhappy customer. I called to cancel and said i will not pay for the 2 months that they are charging me for since i have not used the internet for those months, they said they would have to ask billing. And of course, i cannot contact billing over the phone for some reason.

I NEVER take the time to comment about services, however this comapny has enraged me so much with their incompetence that i absolutely had to.

I advise you... DO NOT USE VELCOM. The staff are incompetent, useless, the service is horrible, and this "John Black" character is either fake or the worst manager ever.
Hello. If you want to email esc (a.t) velcom.ca we can take a look at the problem for you and we can review account notes to see what's going on. We ask the customer to order a test modem, which is returnable after the test to ensure there are no hardware issues. Opening a dispatch ticket comes with a hefty charge so we try to stay away from that and test everything before resorting to that. If we open a ticket and bell or rogers finds trouble within the insdie wiring or customer equipment they will charge a dispatch fee. If the problem is outside the home then no charges will be applied. So we need to test as much as we can remotely. Unfortunately we cannot absorb that fee as our rates are discounted to not offer that luxury. We've been in business since 2001 and have thousands of happy customers. Please send an email and we will try to do all we can to resolve the problem.
Rating:-1
Service: dsl
City: Toronto,
ON

Mon, Jul 28,
2014

Never even think to use this isp.
already filed the complaint with crtc. shall file a case with consumer court as well. charged me upfront c$ 240/ service never worked. when requested for refund they denied
Rating:-1
Service:
City: Toronto,
ON

Mon, Jun 02,
2014

I had a very positive experience with Velcom in the past several months in that not only it gave me the best price out of what I paid, the service was also above average. There's no set up fee. They don't charge dry loop. And I can cancel it at anytime after 2 months. Never had an issue with Velcom. They also have customer service till 23:00. What other indie ISP does that??
Rating:1
Service:
City: Markham,
ON

Mon, Jun 02,
2014

I had a very positive experience with Velcom in the past several months in that not only it gave me the best price out of what I paid, the service was also above average. There's no set up fee. They don't charge dry loop. And I can cancel it at anytime after 2 months. Never had an issue with Velcom. They also have customer service till 23:00. What other indie ISP does that??
Rating:1
Service:
City: Markham,
ON

Tue, Apr 29,
2014

This was awhile ago but is why I switched to teksavvy. After using bell, then rogers, I switched to velcom. I can't say it was very memorable. There were a few times without service, but it was pretty consistent. By consistent I also refer to speeds below what I was paying for. Shopping around I found out they had actually dropped the dsl price months before and kept charging me at the higher previous one. When I asked they said they couldn't give me a refund on it. Okay. I then asked why my speeds were so slow. Apparently I was far from a nearby bell dsl center and that distance degraded dsl speeds. Okay not their fault, right? I called teksavvy thinking of just asking and it turns out I'm right next to the recently upgraded bell junction. I should've been getting speed no problem. When I called back to switch over, billings was the exact same technician who had "diagnosed" my issue. I swear that they only have one employee who just sits around pretending to be different departments. Lesson learned. If you chose velcom, keep an eye on their prices and on your speed.
Rating:-1
Service:
City: Mississauga,
ON

Thu, Mar 27,
2014

Run, run far away.
I was with Velcom for two and a half months before the internet suddenly quit on me one night. I spent hours on the phone to an Indian Call Centre 'tech support' service who appeared to be doing nothing more than reading from a flowchart and dispensing the exact same (useless) advice every time. Eventually they told me the problem must be on my end and there was nothing else they could do to help me. I'd been without internet for over a month and was still getting charged for it. I was refused a refund and cancelled in a fit of rage. I switched over to TekSavvy and they diagnosed the problem immediately, since they had tech support who actually knew stuff. Bell had somehow changed my dry loop number by mistake and my modem was trying to connect to someone elses house. And today, two months after cancelling my service and posting back the modem, I received a charge of $71 on my credit card from Velcom with no communication or invoice indicating why. You better believe I'm taking this further. Avoid this ISP at all costs, unless you love incompetance.
Only if I knew who this comment was posted by. Real or Fake? Considering the fact another ISP can't even "diagnose" another DSL line that's under a different ISP. so what you're saying doesn't make sense. Surely if you signed up with them then surely a new DSL number would be assigned. So not really sure how that solved anything. It could be second time around the technician installed the service properly, that's if you were even a customer of ours. I have no details on who the person is so I can give any real info besides what I provided. Also I never knew Russian accents were indian. We do have some Russians that have accents along with someone having a british accent.
Rating:-1
Service:
City: Toronto,
ON

Thu, Mar 27,
2014

Wow. WOW. Is that really how you respond to a complaining customer? Accusing them of being 'fake' and refuting all their claims? That might be the poorest example of customer service I've ever seen, but from you I shouldn't expect any different. I work in social media, expect this to go viral as an example of how not to handle a client complaint.
And for your records, to prove I am 'real' - my name is Lauren Piro and my now defunct customer number was 19820. You needn't bother trying to 'solve' this for me. I escalated it and someone responded telling me the charge was for the modem I posted back over two months ago.
Let me tell you how my new ISP diagnosed the problem. They asked me to get a phone, plug it into the wall jack and dial a certain number to find out which dry loop number I currently had. Something your tech support never suggested. Lo and behold, it was a completely different number to the one I had both with Velcom or with Teksavvy. Someone at Bell messed up, but none of their technicians worked out the problem. It was Teksavvy's tech support who realised what was happening.
Also I'm Australian, so I'm pretty sure I can work out what a British accent sounds like - and every single person was straight up South East Asian on a crackling, static-y phone line. If you offshore your tech support call centre, at least be honest about it.
I can tell you our support is definitely not indian that's for certain.

You do know your service was working right? It stopped working at what point i'm unsure. You've consumed bandwidth for October, November and part of December.

Looking through your account I don't see your DSL # changing at any point. So what you're saying seems strange, im not really sure what the other provider did. Good for them. I do hope you enjoy paying more for less value.

When a ticket was opened the technician tested the service with their modem and found it was working.

I will not post any additional replies as I've supplied enough information. Good luck.

Rating:Comment
Service:
City: Toronto,
ON

Wed, Jan 29,
2014

INCOMPETENTS! great, last Friday night I finally have chosen a ISP provider from this canadianisp.ca . Velcom must be kidding in the market and I think they should be selling bananas istead of Internet services. Following the subscription prescription and as all my information including ONLINE credit card, they are anable to accest AMEX so I send a second credit card info to complete the process. When I clicked for the second time BUY NOW, surprisingly I received and warning that Credit card orders cannot go thru and a representative was going to call me in the upcoming 48 hours. Now, after 120 hours no one called. Contacting them again to know the status of my order they said the order was there and they were sending me an invoice, the new invoice carries a $50 installation fee that was waived during the order process. Well, if they are INCOMPETENTS to process orders and get money from their customers how will they handle the technical support if I need it? so... THE ORDER IS CANCELED. Now I ask a question: How safe it is to leave my credit card information, two by the way with an INCOMPETENT company like VELCOM? How do I to remove my financial and personal data from their database? We do not accept AMEX nor will we ever. Its to difficult to deal with AMEX.

Our system doesn't process the credit card right away so how you said we couldn't process your credit card doesn't make sense. We only process credit card after we confirm the service you ordered is available at your residence. Once that is confirmed we will attempt to charge your card. If it goes through your order will be processed.

We don't waive any $50 setup fee so not sure about that. Our setup fee for FTTN right now is $55.

Rating:-1
Service:
City: Montréal,
QC

Fri, Nov 29,
2013

I have 5 accounts with Velcom the audacious reseller for honking Bell!. This company has became ridiculous over the past year with constant service outages, forcing into decreased profile speeds without any disbursement back into 2 of my unreliable and unstable accounts. The Bell technician comes out and does nothing and even further worsens the connection. For one of the account I had another line buried by Bell subcontractor in my back yard but this resolved nada! What right your company and Bell have in selling a service of 6Mbs but actually providing 1.7Mbs without any apology, refund or provision of alternatives to alleviate the issues? We don't manage profiles ourself, we would be doing that all day. Profiles are dynamic and they update on their own to try to stabilize the line. So your asking us to check profiles regular, update pricing accordingly while bell charges us full rate, AND stay in business at same time. The touch thing is the legacy 6Mbps service is shoddy in same places but we do have tons of customers who receive full speeds. If you're only getting 1.7Mbps then no matter where you go, you will end up with same result. They may increase it for a short duration but it will fall on its own eventually as the profile is adjusted. If a tech has been there more than once, it's the best speed you'll get. If FTTN is available in your area, time to upgrade. This promotion with no dry loop fees ends on 12/31/2013 after that rates will be higher. Meanwhile you can email esc (a.t.) velcom.ca if any questions.
Rating:-1
Service:
City: Waterloo,
ON

Tue, Nov 26,
2013

I have been with Velcom for approx 7+ years. Like many others stated here (and all over the internet), my service has continuously deteriorated over the years getting to the point that it could not sustain a DSL modem train for more than 1 minute. The service was MIA when it hurts more--in weekends, with magically coming back Monday morning. Calling the tech support line was another challenge in these cases as there was no one to take the call, line ringing busy...Their tech support people need serious training on their troubleshooting skills. I was once disconnected completely (with the account deleted) for no reason back in 2007-ish. Lastly, they did not honour their one month of service off for advertising their company (I had to call in order to make things roll when I recommended someone to signup for their services. Unfortunately, when I called to ask for the discount was too late because my account was in cancellation process. Nonetheless they should have issued the credit earlier without me calling).
Finally, I guess you get what you paying for, cheap service=frequent disconnections, lots of frustration and lack of professionalism...but I had enough of that.
If you enjoy weekends with no service, tech support line ringing busy and the constant fear that you'll get disconnected for no reason, I guess this is your ISP...otherwise, get cable.
it would be great to leave an account # or (first name), otherwise you could be someone that isn't a client of ours. It's happened before on here. if you are a client then your problem is isolated since we have thousands of happy customers and these comments aren't flooded with bad posts. the only time customers post here are bad comments, all the happy customers have to reason to post here.

you can contact escalation at esc (a.t) velcom.ca
Rating:-1
Service:
City: Blainville,
QC

Sun, Oct 20,
2013

Modem is $110, setup fee is $65.

Cable price is $32.95, not $30.95.
You are correct. http://www.velcom.ca/pricesontariocable.htm

We've revised the monthly fee to $32.95 on Canadian ISP to reflect that. We don't indicate setup fees or modem costs on Canadian ISP.

Thank you.
Rating:-1
Service:
City: Russell,
ON

Tue, Oct 08,
2013

I just spoke to Velcom's sales and got a few answers to questions that came up after reading many of the reviews here and on other sites. I have signed up with Velcom for their 25/10 service, and gone over the particulars. I do expect (but do not like) wait times when trying to get in touch with them, and potential problems with the line due to whatever goes on between them and bell, etc. However, that said they made a good first impression and I am looking forward to putting them to the test. I will update once the service is installed and afterwards on how it is going.

They were honest in our discussion with potential outages and the deposit money required if they need to put in a service call for a technician from bell to work on a problem line.

Here is how that works to my understanding: If you open a ticket requiring a bell technician to do work on your line, you must supply Velcom with a security deposit of a certain amount (I believe I was told approx. $75). If the Bell technician comes and finds the problem on their end and fixes it, you get your money back. If the they find the problem is actually on your end, and they do not need to do any work, your security deposit goes to Bell to pay for the technician call.
Rating:Comment
Service:
City: Brampton,
ON

Thu, Oct 03,
2013

Velcom tells its customers: even if you get 1kbps out of 7168kbps it still counts as "Up To 7mbps". Our full exchange is documented here: http://www.cim.mcgill.ca/~jer/velcom/ All I can say is that if you did indeed get 1Kbps you'd take awhile just to authenticate with your modem, let alone download anything or use voip.

We cannot guarantee speeds. It seems your getting 6Mbps instead of full 7Mbps.

Service is live and therefore we cannot offer any refunds. Here is a comment from yourself

in LGS-608-67092 on 09/06 said he initialized a charge back because and I quote " Dear Matthew,
> I see now what you've done. It appears that you've downgraded my
> service to a lower bit rate to improve the signal quality --
> montreal.speedtest.net is now indicating a download speed of only 6
> Mbps, not the 7 Mbps for which I signed up, and which the Velcom
> technician showed me on his device when the service was initially
> installed. Therefore, you have yet to provide me with the service for
> which I was charged on August 14.
>
> I expect a full refund of the $24.95 plus tax up for the first month
> of (non-) service as well as a refund of the $92.09 that you charged
> to my card on August 20, presumably for one of the visits by a Bell
> technician in unsuccessful attempts to resolve the ongoing problems.

Because your getting only 6Mbps you want refund on service and diagnostic ticket. Seems the initial ticket found no problems.

So not sure if your getting 1Kbps or 6Mbps? Even though you said yourself you were getting 6Mbps?
Rating:-1
Service:
City: Montreal,
QC

Thu, Sep 19,
2013

old account # 18409
Another update from Cornwall. I quit my terrible service with Velcom and then 4 months later I received a letter from a collection company. Even though I squared up with Velcom when I cancelled, they still decided to wait four months without contacting me to hire a collection agency to harass me for... $5. They could have called me or emailed me or set a letter but instead, they hired a collection agency for $5. Another reason I am unhappy with the service I received.
We don't monitor collection accounts. Our system is automatic. So if there is any balance at all it will be submitted. Since it only $5 then it would of been no problem to make the payment. As far as I can see the amount was more than $5. Seems to be $15.30. You were only able to achieve 3Mb speed so this meant you were pretty far from bell. It seems you were getting disconnects but there was no troubleshooting. Speed could of been lowered to stabilize the line. Regardless last comment by you was cancelled because you didn't require the service anymore. Also we do send emails for amounts outstanding. Its automatic by our system.
Rating:-1
Service:
City: Cornwall,
ON

Tue, Jul 30,
2013

I joined velcom about 2 months ago, Im very happy up to know- I like their twitter accont where they give updates on outages.
Speed is always fast and stable. We can use our own modem. Price is very good compared to other ISP.
Rating:1
Service:
City: Montreal,
QC

Tue, Jul 16,
2013

Got the service in June 2013. It is working great so far.
Rating:1
Service:
City: Ottawa,
ON

Mon, Jul 08,
2013

Been with Velcom a number of years. It all started off ok and been going steadily downhill from about 2 years ago. many outages, with no tech support to speak off lately - I used to be able to get through on the phone, but all that is in a distant past.
The DSL has been patchy, lots of dropped connections. Still with them but will be looking to switch as soon as I can get online again (I'm borrowing my neighbor's at the moment as velcom is down again - surprise..) Would only recommend these guys if I wanted to lose all my friends and acquire a whole lot of enemies..
sorry we were affected by the floods. but hopefully people are ok ?
Rating:-1
Service:
City: Toronto,
ON

Thu, Jul 04,
2013

Have been with them for a year now. Static IP is cheap. Installation was mostly performed by Bell. Had a little downtime the other weekend, but that is okay. They don't throttle. So all in all, love it.
Rating:1
Service:
City: Brossard,
QC

Wed, Jul 03,
2013

you get what you pay for
Rating:1
Service:
City:
ON

Tue, Jun 25,
2013

Hi there, already registered with you guys and awaiting to be setup for July 12, 2013. There is just a couple of things that are bugging me and I was wondering if you guys can clarify. Firstly, at the time of install and most likely for another week or two I will still have regular POTS (or wet line) and I have the intention of leaving Bell Home Phone ASAP. As to minimize downtime, I have requested that you guys install the 25Mbps on dry loop on the 2nd pair of phone lines rather than on my existing wet line. Is this the right course of action or would it be prudent to simply provision it on the wet line, and later have you guys put me on dry loop when I finally ditch the home phone service? In addition, I do not believe I have a demarcation point (http://www.classicrotaryphones.com/forum/index.php?topic=416.0) [see first two images]. Hence witless the technician you send over do something about that? Well to answer that would be kinda difficult. We can't specify to bell how to terminate wires at the demarc. Please ensure your home so you can try to request this from the technician that comes to do install.

If your home they will most of the time come inside to ensure there is sync.

If they will do more complicated jobs like terminate the dsl at specific jack is a tough call. They may just terminate the sync at the closest point where the panel is since its a dry loop.

If your in an apartment then usually one jack is the demarc.

If your not home and the tech arrives he will leaves the wires unattached in the demarc, if your in a home. From that point if you dont know how to terminate the wires will be headaches.
Rating:0
Service:
City: Gatineau,
QC

Tue, May 28,
2013

A week ago, I purchased the 6M Legacy plan with Velcom. On the Westell 327 modem> Troubleshooting> Statistics> DSL Transceiver, for DSL speed, it reads: 5056k / 800k. That means I'm paying for 6M and getting 5M in reality. However, Velcom tech support said they could see from their end that i have 6096k "net throughput", and told me wait for a few days and do a few cold reboots on the modem. Hmmm... I have a feeling that its not going to work.

Account: 19015
Hey there.

Take a look at this screen shot showing your profile:

http://my.jetscreenshot.com/13350/20130529-bbpr-64kb

As to why you're seeing 5056/800 boggles me. But seeing your account is new, the service is dynamic in adjusting best speeds. Give it a week or so to adjust.

If outcome is same then really your only choice is cable which is usually better at providing full speed or bells FTTN service which is guaranteed speeds.

Bell wants people off their legacy network probably due to congestion. They wont upgrade it.
Rating:0
Service:
City: Montreal,
QC

Sun, May 19,
2013

Terrible! I have been a customer with them for over 6 years. The quality of service has continually deteriorated to the point that price does not matter since the service is just not available.
Velcom has increased my rates on me twice, and not only that but every year or so I seem to have to pay an extra month due to their billing issues.
Secondly the lines drop regularly. I am guessing over the last year I have had at least 8 outages where sometimes they recover in 24 hrs and others require a 5 hour wait to contact their customer service to get the issue rectified.

STAY AWAY FROM THIS ISP!!!!
Rating:-1
Service:
City: Toronto,
ON

Sat, May 18,
2013

Very unreliable. DSL connectivity fails typically on weekends and holidays, when it is most needed. Going shop for someone else right now. Today is last time they left me without Internet on weekend.
Rating:-1
Service:
City:
ON

Mon, Apr 22,
2013

set the wrong place with phone or ask, so they just let you come in and set it up?
Rating:-1
Service:
City: Waterloo,
ON

Mon, Apr 15,
2013

I've been with Velcom 6mbit DSL since 2008, It was great back in the day, but these past few months, I've been getting 2.5mbit speeds when I come home from work (4pm-9pm) at other times the speed is great 5-6mbit.. So I know it's not my equipment. another issue, is every few months there is an internet outtage, just happened on April 14th 2013, last time it happend was back in October 2012. not a big deal, but they should get some type of redundancy hardwarde for these type of situations. Hello. The bell legacy network (6Mb) speeds is really a hit/miss situation. Some areas will get full speeds, some are overloaded, some are horrible. We cant really tell until a service is fired up. Bell will not upgrade their old network, they're trying to push customers to the new network. There isn't much we can do about it. We can open diagnostic tickets all day long but it will end up same result. As we do have many customers getting full speeds, there are many that do not as well.
Rating:-1
Service:
City: Woodbridge,
ON

Thu, Feb 21,
2013

have Velcom services for a number of years. Switched to Cable service after using DSL.
Rating:1
Service:
City: Toronto,
ON

Thu, Jan 17,
2013

Internet speed is VERY inconsistent. They always suggest that is it is something to do with our home network, but we've changed nothing since we had service with our previous ISP...but our internet has been WAY worse than before we switched to Velcom. Can you provide any account details so we look into this. Most likely your on bells legacy DSL network. If you stick to their network the service will be degraded. It may be fine for first short duration of time but then performance will drop.
Rating:-1
Service:
City: Beamsville,
ON

Fri, Dec 28,
2012

Update to my last message: My account # is 18409. I have never used a DSL service and after I signed up for the service, I never received a response from the company other than being billed. When I called tech support, they told me to configure my router properly without any real directions. Turns out, the company recorded my name, phone number, and email address incorrectly so I never received any instructions or account information. Thank God they took down my credit card information correctly. I eventually figured out the problem and contacted technical support to ask for more information like login and password info. When I originally called I had to convince them I was customer because I didnt know my account number and they couldnt find my phone number or last name on the system. I told them I was a customer because they already billed me :P
Rating:0
Service:
City: Cornwall,
ON

Mon, Dec 24,
2012

Just signed up with Velcom and am already regretting it. They set up a bell tech who came a day early and said everything was fine. When I plugged everything in, I got Internet for 5 mins before it cut out and stayed out. Called the company, went through everything and still no Internet. Now they want to try Bell again and if they can't find a problem on their side, I'll have to pay for the visit? Do I risk more $ spent to keep a company that won't foot the cost of service or cancel and let them keep the start up fee (which all together is as much as the Bell guy may charge me)? Unreal. Either way I'm losing money on nothing. If oyu can post an account number I can try to investigate.

im guessing out of the blue that the service was for DSL Dry Loop. Bell never terminates Dry loop circuits onto wires entering the home. They leave the wires terminated inside the demarc outside the home. Its customers resposibility to terminate the wires (connect) to the wires entering the home. Please provide ACC # so I can verify.
Rating:-1
Service:
City: Cornwall,
ON

Tue, Oct 02,
2012

Ordered 15mbps.... Installed Rite ON Time... With Rite Speed..thanx Velcom..
Speed Decreases Around 8-9pm dont know why... rest of day it rocks...
Rating:1
Service:
City: Brampton,
ON

Mon, Sep 17,
2012

Tried to ask a question through their web support about their coverage areas. Seemingly no one there to answer the question, waited 5 minutes and then their system booted me off; I guess it timed out.

They say first impressions are everything, and that was not a very good sign. I'm trying to get *better* service than the big telcos have offered me, not worse. If you want to compete for my business against the big telcos in this market, you'll need to do better than that.
Hello. Unforutnately September is one of our busiest months. best idea would be to phone in to ensure you reach someone. there are plenty of times ive used online chats on other services to end up in dead ends. to base our service on an online chat is your decision. if you still have questions, please call 930am to 11pm M-F
Rating:-1
Service:
City: Courtice,
ON

Wed, Aug 22,
2012

Canceled My Service with them after 3 years,,,, i was having 6mbps plan ... was not getting more then 2.5mbps
...waste of money and time with them.....
unfortunately we cannot control what speeds bell likes to give on your line using their legacy network. we dont control what speed your line can sustain.
Rating:-1
Service:
City: Brampton,
ON

Wed, Jun 20,
2012

Service keep dropping , and technical support are not helpfull at all , long wait to get someone on line Send me an email to rob at cs.velcom.ca and I will see if I can assist you.
Rating:-1
Service:
City: Toronto,
ON

Thu, May 03,
2012

yesterday I posted a comment about issues I was having. The problem was localized probably due to street work close to my area. Issue was expertly handled and resolved by Rob. Thank you for excellent service.
Rating:1
Service:
City:

Wed, May 02,
2012

Been with velcom for many years now and normally their service is acceptable. They throttle traffic at night but so do most other ISP's. Been having terrible speeds since Monday this week though. Contacted customer support (account #10757) and they said I must have changed something on my end. Which I have not.
Speeds came back for a few hours but have since been terrible again. I plugged modem directly to my PC and got same speeds. I have VOIP with them and it's affecting my voip service alot. Can't use the phone. Some sites load up very slowly. While others don't load at all. Ironically, trying to open acanac ISP web site and it's not letting me.. Will wait and see if they resolve this annoying issue by this week-end. If not, will consider changing ISP's.
Can you let me know what your account # is so I can see what's going on like Line stats etc.
Rating:-1
Service:
City:

Sat, Mar 03,
2012

Review of Velcom DSL (Buyer Beware)

For my new apartment, I needed DSL service and came across an add on Kijiji.com for Velcom.

Now normally, I would sign up with Acanac, as I have been with the company for several years and have been very satisfied with their internet service. But, I had no idea how long I would be staying at my new apartment, thus I did not want to agree to a 1 year plan with Acanac to get the discounted rate
.
The Velcom plan on Kijiji stated:
- 26.95/month for 5.0mbps for the first 3 months, 29.95
thereafter
- Unlimited bandwidth
- 5% discount for referencing the Kijiji add

So I gave Velcom a call. The sales representative first told me the transfer cap is 400gb for the 29.95/month plan. Then he tried to sell me the unlimited plan for 36 something dollars. After a few iterations, he acknowledged the Velcom kijiji ad but slightly different then actually advertised:

- 26.95/month for 5.0mbps at all times
- Unlimited bandwidth

I signed up (Jan 3, 2012) and received the username and password in about 5 business days (note: I was charged for service during the 5 days it took to setup the account). With the signup charges the first bill came to $47.50 ($15.00 plus tax for signup).

The service was slow, about 1.2mpbs maximum at any given time in the day. So I gave technical support a call and we diagnosed the problem to a possible issue with the phone line. He told me Velcom would require a deposit of around 87 dollars to send a Bell Technician to service the line. If Bell found nothing wrong with the line, they money would be kept. I decided not to pay the deposit because I was getting suspicious of Velcom when I received the next month’s bill.
My February bill stated I only had 400gb of transfer. I called customer support and they agreed that billing made an error and would correct my service plan. After several weeks, my plan was not corrected; I only received 400gb for February.

Then came March, I was now charged $34.95 for a 400gb plan at 6.0mbps (the jokes really on me as I only get 1.2mbps at most). I called customer service and they told me the price went up and they notified their customers on Jan 06, 2012 (I was never notified). I told them I was not notified, but he went on to state that’s not their problem and they cannot do anything about it, but reduce my plan to 100gb if I wanted to be charged only $26.95. He refused to refund my money for March or to refund my the difference or help me in any way at all.

I agreed to reduce the bandwidth to 100gb/month and have the difference refunded (34.95 – 26.95) and have the service terminated at the end of the month. I am still waiting for them to refund me the difference.

I will never do business with this company again, and will advise all others to stay away.
If you can provide a phone number for service or username or last name so I can investigate further.

Also FYI. We sent an email in beginning of January in regards to price increases to all our customers. Im assuming you didnt receive this email. You can also view the email online:

http://www.velcom.ca/pricechange.php.

Another piece of information. We NEVER offered a 5% discount on top of our 3 month promotion. It was either choose the 5% discount or 3 month promotion. The 5% discount was available through redflagdeals and the 3 month promotion was available everywhere else.

Rating:-1
Service:
City:

Sun, Feb 05,
2012

very reliable ISP, was down less then 2 hours in last 5 years. Rock solid download speed 600-610 KB/s on 5M DryLoop DSL. Thank you for your positive comment.
Rating:1
Service:
City:

Wed, Feb 01,
2012

I was a long-time subscriber until the last few months when I received frequent disconnects and long periods (measured in hours) of downtime. For the disconnects, tried multiple fixes to settings including changing DNS. Nothing fixed the problem. Live sales/support operators not available during stated business hours (multiple attempts over 2 months) and automated support ticket system not followed through. Never got a phone call back. Ignored my notification of cancellation, sent Sept.22/11, received billing for Oct and Nov. Finally got a live tech op to resolve the matter (refunded Nov billing only). Rip-off. AVOID THIS ISP. With my new ISP (netfox.ca) I haven't had a single disconnect in 4 months and downtime totals under 5 minutes. To start thanks to Bruce for giving me your account # via email so I can post a fair response. Its our policy to post notes in a customers account each time our agents make changes to it or anything of that sort. I do see your ticket Posted on: 23 Sep 2011 10:31 PM.

I'm not sure why the ticket was unanswered. We usually have tickets falling into spam piles from time to time and do our best to find them all.

Beyond that our cancellation policy is 30 days. So our agent took into account you cancellaed on Sept 22 so this would end on October 31st. We refunded your November invoice in lieu of that.

Also in regards to your disconnect problems. How the problem fixed itself is when you cancelled service with Velcom and signed up to another provider they moved you to a new port on their equipment and this most likely resolved the problem. But give it some time where Bell begins to make more changes to their equipment where your situated at and there is good chance the problem will come back.

Everything before the demarcatoin point outside your home is owned by Bell.

We have no control over this quality. Im sure if you would of cancelled service with us and then re-signed up it would of ended up in a good signal, but for how long? You've had a quality service with us since 02/2008.

Anyways good luck on your new provider.

Rating:-1
Service:
City:

Sat, Jan 28,
2012

Long time customer. Was with them since 2007. Started off OK, but new rates and speeds well below the advertised rate I recently quit. At times, I am forced to tether my cell phone to access the internet as speeds can drop to nil for days at a time. The Bell line in my 'hood crackles when it rains so I have pretty much given up on DSL and Velcom who have done nothing to address the terrible service. At times--with the rates and service the way they are I am tempted to pull the plug and completely give up on the internet altogether. When it comes to telcom Canada is worse than a banana republic. The government should open up the market to everyone and let Bell, Rogers, Telus die the death they deserve. This is a very difficult situation to work with. Bell will seldomly try to repair problems like this. If you presently have a Bell land line you can opt for Wire Care service with them and they would address issues like this. Problem with these situations is that if we open a ticket and state the line crackles when it rains it would end up never getting resolved because they would never end up going (they'd have to wait until it rains).

We can only try to resolve the problem from demarc (at side of your home) and then into your home. Anything before that point is property of Bell Canada, so it's not like can resolve it ourselves. Any provider you go to will end up same result if your having line problems.

Please email me at rob (at) cs.velcom.ca so I can take a look at your account and its history.
Rating:-1
Service:
City:

Thu, Dec 29,
2011

One man band...with no one in charge... Nickel and dime outfit... Another Bell front-end with no service...8 day response time on tickets..
Rating:-1
Service:
City:

Sat, Oct 08,
2011

I was with Velcom for a long time, almost 6 years. I even referred them to family members. Then one day I had my phone switched from another provider, TO Bell again. My internet was working, suddenly, it doesn't. Velcom put an order in to get it turned on, and a week later, still no internet. They tell me the order completed and my internet should work. Well, no, it doesn't. Then they tell me I need to give them $100 before they can issue a trouble ticket, stating the whole time that it's Bell's fault. Finally, since I never paid that month for internet (that I was not getting anyways) they cancelled my account and told me if I want it back on, I had to pay for that month's services. Really?! I went to another provider, and in 3 days they had it up and running. Velcom, your customer service is absolute garbage, your manager is an uncaring useless person, and I really don't see how you are still in business. Customer's come first, and it seems like you are making more and more of your customer's find a new provider. I, for one, say good-bye to a horrible company. Buyer beware, read the rating of this company and look elsewhere.
Rating:-1
Service:
City:

Wed, Sep 21,
2011

I've been with Velcom for 7 months using Cable internet and I've had horrible service. They don't send paper bills, and I can not receive emails from them so I don't get any bills or communications. I have been unable to log into their website and they did not know how to troubleshoot and fix! There are only 2 reps that answer the phone Andrew (Tech) and John (billing), and always a 20min wait time. Both reps don't care about their customers, and both sound the same (could be the same person) lol. Speeds are inconsistent and always drop.

They cancelled my account for supposedly 3 missed payments, which was totally not true. I have confirmation of all my payments. 1 payment was late by 2 weeks and they failed to inform me, no communications, no email or no phone call. They told me in order to reactivate my account I have to pay another $44.00 activation fee, and 2 months of service totalling $120 and there is no way it can be waived! I asked to speak with a manager and the rep 'John' claimed he was a manager! He failed to help me in any way and refused to give me anyone else to speak with or another contact # or email!

Buyer beware, do not sign up for Velcom, they are crap! Pay the extra buck or 2 (per month) for better service else where!
Rating:-1
Service:
City:

Thu, Sep 01,
2011

An absolutely horrible company to deal with. They have no customer service skills/technical abilities. They have no interest in helping the customer, just in collecting their money. I have been double billed multiple times, have had to call and fight with them for hours at a time. Have been hung up, disconnected and dealt with rude CSRs. They refused to cancel my service when I called, and claimed there is no supervisor to speak to. Do not sign up with Velcom, it is not worth the hassles and headaches.
Rating:-1
Service:
City:

Mon, Aug 22,
2011

Terrible ISP. No customer service or Tech support. Don't expect any help if your internet goes down. Will continue to charge you even if you have no internet service which they can't resolve.
Rating:-1
Service:
City:

Sat, Aug 13,
2011

Implemented new policy of if technician needed they need a deposit of 87.50 and will not issue a trouble ticket until recieved (doesn't help on weekends when the sales office is closed). Effectively they don't have 24 hour full tech support.
Rating:-1
Service:
City:

Thu, Aug 04,
2011

I have been with Velcom since 2007 and I've really since the company going downhill. Initially the billing department was very nice and helpful and the technical department was adequate. Service on my DSL line was fast and stable, exactly what I was expecting. Over the years, technical support has really gotten worse and don't expect help from them beyond opening a ticket with Bell (which they charge 100$ upfront). The billing department is really bad also, I've had to send copies of my credit card statements to prove I was charged twice and overcharged on separate occasions. It only takes a minute for them to charge you but weeks and a lot of phone call in order to get refunded for their mistakes.
Rating:-1
Service:
City:

Sun, Jul 31,
2011

Wholesaler for VELCOM for a couple years, generally no complaints. This weekend their service has been down for all but one of my customers for 2 days (so far). No notice and cannot contact support. (like they've left the planet)
Rating:-1
Service:
City:

Thu, Jul 21,
2011

so I called Velcom back and spoke with a Manager. It's funny that I didn't even get a regular sales agent this time. I guess my number was routed to a Manager directly. In any case, after further pleading my case that a Velcom rep told me service was available and sold me a modem under false pretenses, that I should receive a refund for the product in addition to costs incurred for shipping the modem back that I was initially erroneously sold. No such luck. This company has no sense and takes no responsibility for their own mistakes. I would never recommend this company to anyone. Do so at your own discretion.
Rating:-1
Service:
City:

Wed, Jul 20,
2011

I called on June 20 to confirm that Velcom could provide cable service in my area. I set my cancellation with Rogers for July 19 so that there wouldn't be any issues with the new service. I called Velcom back and placed an order for a modem and cable internet service. The installation was set for yesterday (July 19) and I was advised that a technician would call me before July 19 to arrange a window for the visit. As far as I know, I never received a call prior to this date. I also never received a call on the day of. I called yesterday and was advised that they would need to call a Rogers technician to set a new installation date since there was a no show. I called back today only to be informed that Rogers does not service my area for Velcom. I've been charged for a modem, and now I have to send it back. The sales agent I spoke to today advised I would receive a refund for shippnig the modem back and the initial charges for setting up the account. At this point, I asked if they could send a pre-paid shipping box so that I wouldn't have to pay for the shipment. He stated that they don't provide this service but I would receive a refund on it. After some discussion, he explained that he had never experienced this type of issue before and could not confirm how I would be refunded. After further discussion, since he had never experienced this situation before, he stated that he couldn't confirm if I would even receive a refund on the shipping even though he previously confirmed I would. I asked if there was a Manager or Supervisor available that would know if I would receive a refund on the shipping. He advised that Management could not be reached unless the issue was urgent. Apparently dissatisfied customers are not an urgent matter for this company. I am very unhappy with this service. I will be calling back tomorrow to inquire about my refund. I'm very curious to see how this goes.
Rating:-1
Service:
City:

Mon, Jul 18,
2011

Frequent service outages, poor customer service, and really lousy
"technical support". The difference in cost between this ISP and Bell/Rogers is the only (and getting less attractive) advantage...
Rating:-1
Service:
City:

Fri, Jun 24,
2011

I've been with Velcom for more then 3 years.
At the beginning speed was 3M+.
For the last few month it is 0.9-1.5M, and with a single mp3 download goes down to 0.2-0.5M (ping 200ms+).

Checked all phone lines. Even disconnected house line and connected modem to the phone line entering the house – the same results. Bought brand new Bell modem – the same results.

Tech support wants a security deposit ($100?) to open a trouble ticket with Bell!!!

Cancelling service and moving to cable.
AVOID Velcom!
Rating:-1
Service:
City:

Thu, May 19,
2011

Wanted $100 to fix a problem with a line. After refusing and canceling the service, put a charge on the account, don't disclose it, and send it to the collections agency. Avoid them like the plague! Totally horrible experience.
Rating:-1
Service:
City:

Tue, May 17,
2011

Im really happy with velcom
I had no problem and its been 2 months now.
Rating:1
Service:
City:

Wed, Apr 06,
2011

The worst ISP in Toronto. Don't sign up for their service. It's a wasteof your money and nervs, because their tech support don't know to solve your problems and will tell you it's Bell's fault!
Rating:-1
Service:
City:

Wed, Mar 30,
2011

paid for internet, got nothing after 3 weeks, they refused to give my money back, they caved in once I threatened a law suit if they did not refund me.
Rating:-1
Service:
City:

Wed, Mar 23,
2011

Been with this company a long time. When you have tech problems you spend an average of 20 minutes on hold before you get someone on the phone.
Rating:-1
Service:
City:

Mon, Jan 17,
2011

Very bad!!!
They suppose to send me a tech to connect my DSL jan 10, today Jan 15, 2011 I called them and they told me that was already done after I was waiting for them 2 day without go anywhere and nobody told me was done so I did not use it till today, I suddenly check the speed (never up than 2.6 Mbs) I call the customer service, they call me back telling me that they'll send a Bell tech and if my devices has any problem they'll charge me for the tech, WHY??? I never had any issues with my previous provider, they do not listen to you, AWAY FROM THEM
Rating:-1
Service:
City:

Thu, Nov 25,
2010

Used it for 4 years.Little or no problems.Great for movies.
Rating:1
Service:
City:

Fri, Nov 19,
2010

Crappy service disconnects daily for 2-3 hours at a time. Tried to send out bell to look at my lines when i have had no problems with any other provider at this address for a $100 fee. STAY AWAY
Rating:-1
Service:
City:

Thu, Oct 28,
2010

I've been with Velcom for about 1.5 years and overall they've been perhaps the best ISP I've ever had. Very stable connection at the cheapest price I could find. I've recommended these guys to all my friends.

If you are currently with Bell, Rogers, or another megacompany ISP, you will be SHOCKED at how inexpensive little competitors like Velcom are. Seriously, check out Velcom or any other independent ISP ASAP because they are dramatically cheaper!!
Rating:1
Service:
City:

Thu, Sep 23,
2010

Although they say they don't throttle, they do. Everyday between approximately 5pm and 2am, I noticed an obvious and distinctive drop in bandwidth. And the drops and raises at those times were far too steep to be juts from general usage. Their tech support is also lacking and sometime difficult to deal with.
Rating:-1
Service:
City:

Wed, Aug 25,
2010

Constant disconnects, billed 99$ for having line checked, billing errors and rude staff.

In one word: AVOID
Rating:-1
Service:
City:

Fri, Aug 06,
2010

I was overcharged $100 for a installation problem on their end. Refused to refund the money. Terrible Customer service. Stay away!
Rating:-1
Service:
City:

Mon, Jul 26,
2010

What an unprofessional and unimpressive service!

I never got the advertised speed by speedtest, and definitely not in real situations. I had called to have this looked at - no luck. However, I was too busy/lazy to switch to a better provider...

Now however, I have been billed for 3 months after I moved out. When I contested this, I was told they have no record of this and I need a confirmation number to get anything from them - nevermind that the modem has not been connected for 3 months now. Unfortunately, the hydro bill on which I wrote the number does not seem to have made the move, so too bad for me.

Not only that, but I cancelled 2 days after they billed me for this month, but can not even get a pro-rated refund for the 3 1/2 weeks that the service will not be used this month!

Totally unprofessional and unimpressive service!
Rating:-1
Service:
City:

Sun, Jul 18,
2010

My speed tests consistently show 1.4M/400K (http://www.speedtest.net/result/884195944.png), while my plan is 5.0M/800K! I contacted their tech rep., within 10 minutes, a tech rep. sent me an email. He told me that it was Bell's problem. He can't do anything about it.

When I subscribed Velcom's service two years ago. Their services were excellent. One time I had a speed issue, they asked Bell to send a technician to look at my line. The Bell technician came and worked very professionally. He solved the problem.

Now Velcom didn't even look at my issue, then blamed Bell. To me, Velcom really doesn't care about 1.4M speeds on the 5M plan.
Rating:-1
Service:
City:

Sun, Jul 11,
2010

VERY BAD ISP.
They have been blacklisted in Spamhaus SBL so often that Spamhaus will not delist them. See: http://www.spamhaus.org/sbl/listings.lasso?isp=velcom.com
Rating:-1
Service:
City:

Wed, Jun 23,
2010

Complete garbage service. Don't believe their false advertising.
Took them 2 weeks past the due day to even get the internet running, and once it was working the speed was horrible. 1 / 4 of what they advertised, downloading at 80 kbp/s.

Tech support is garbage, even the most novice computer person knows more then they do. The only thing they can do to "help" you is blame Bell for any problem that comes up.

DO NOT GO TO VELCOM LOOK ELSEWHERE.
Rating:-1
Service:
City:

Tue, Jun 22,
2010

V.Unhappy with service. It was installed in my last apt, and we had to have the modem replaced twice and now it's out of warrantee the signal is dropping out horribly. The internet spontaneously goes down and the tech support is a joke. The one redeeming feature was one stellar employee who convinced me not to cancel my acct when I set it up and walked me through a complete install. Now that I have moved, I cannot get it in my new place as I need a home phone installed and "don't have the correct line". They've audited my billing, back charged me over $100 in one go and charged me for an install that can't be install. I am cancelling my account and going somewhere else. The only goot thing is that they do not cap your downloads and WHEN it works the speed is decent.
Rating:-1
Service:
City:

Mon, Jun 07,
2010

For more than 6 years with Velcom I’ve always experienced constant disconnects and absolutely useless tech. support. They always blame Bell for any issues.

However their “chip” price was stopping me from canceling their service earlier.

Just recently Velcom charged me $99 (without any notification, etc.) for the following reason: “Bell didn’t find any issues in my apartment …”. Enough is enough - I’ve just canceled my account. Stay away from Velcom.
Rating:-1
Service:
City:

Wed, Jun 02,
2010

Wireless doesnt work... Always blame on Bell when there is a problem. Stay away from Velcom
Rating:-1
Service:
City:

Mon, May 31,
2010

I'm a computer tech, I've had internet all over Canada.. It took them 20 minutes to tell me that I need to have a dryloop to get internet so that i can pay for an ATA device to use a VOIP phone.. on a DSL connection threw bell. and yet still never answered my question of how much it would cost to have internet service and if my area is covered.. holy crap don't waste your time here.. They have no clue what their talking about..
Rating:-1
Service:
City:

Thu, Apr 29,
2010

Constant disconnects and techsupport can't solve shit.
Rating:-1
Service:
City:

Sat, Apr 17,
2010

Have Velcom for 3 years now, had a few problems with connection but it turned out to be Bell problem. I think customer service is fine, called them few times really late at night - someone always answered.
Last year i've downloaded 5TB of data(uploaded ~3), this year so far 2. Sometimes the connection is throttled, download speeds drop to nothing, but thats Bell cutting the traffic, usually happens in the evenings.
For 30 bucks a month with Unlimited traffic you not gonna find any better...
Rating:1
Service:
City:

Fri, Apr 09,
2010

I have been a user at Velcom for the past 3 years. Support is a little sparse, but the price is the best. They do as advertised. All for a cost much less than the competition. Thanks Velcom
Rating:1
Service:
City:

Sat, Apr 03,
2010

worst technical service with worst customer service. i wish there were some regulators to cancel their license.
Rating:-1
Service:
City:

Thu, Mar 11,
2010

Poor dsl customer support. Before leaving the country for 1.5 months called in to request service suspension, was assured that it was no problem, they would move the billing cycle one month ahead. Upon return found out the credit card had been charged for unused month - called in to verify - another person tells me that they don't do suspensions... Also, very hard to get through on the phone.
Rating:-1
Service:
City:

Thu, Mar 04,
2010

My service went out last week and when I tried calling their 24 hour tech lines, it just kept going to a Sales department voicemail. I left a bunch of messages but noone ever bothered to call back. My service finally came back on a few days later, at which point I tried to email them to ask for a credit. They finally responded a week later, saying they didn't have any records for my loss of service :P On top of that, I'm also still waiting for them to respond to a problem I had with my bill from last month. Whatever you do, go with another ISP. Use dial-up if you have to but for god's sake stay away from these people!!
Rating:-1
Service:
City:

Thu, Mar 04,
2010

Stay away from these guys!!! Their ISP isn't stable and disconnects. Their customer service and tech support are both non-existent. Their phone lines keep disconnecting so you can't leave any messages and on the odd occasion when their voicemail does work, noone ever calls you back. And trying to get credits for loss of service is a joke, don't even bother trying.
Rating:-1
Service:
City:

Sat, Feb 20,
2010

Pretty solid isp. next to no downtime. great customer service, great speeds, no caps, no throttles. Basically everything their ad says. been using it for pretty much a year now and got no complaints.
Rating:1
Service:
City:

Wed, Feb 17,
2010

Let's face it. Velcom is one of the cheapest ISP's out there. That's why I've stayed with them for the past 3 years or so. Their connections are for the most part, pretty good. However, when there are problems you will find it difficult to get ahold of them (ie. when you call the phone will ring and then suddenly disconnect, other times it will just ring constantly with no voice mail, other times it will disconnect right after it says to leave a message... and then other times it will work fine and you will get thru to an operator and will be able to leave voicemails.) Also, their accounting system does not keep records of your bill payments. That is a big issue with me because even though I make payments four months in advance, they do not keep track of it. As a result, I've been erroneously disconnected for "non-payment" about four times now. Every month I receive a bill stating I haven't paid and unless I send them a reply email every month, my service gets dc'd. So why am I still with them? Well, like I said they're $10/mth cheaper than anything else out there that I know of, atm. But if someone knows a better ISP out there for the same monthly charge, please let me know XD lol
Rating:-1
Service:
City:

Sun, Feb 14,
2010

The price on your site is different than the price on their site. It's 35.00 plus band rate for dry dsl.
Rating:-1
Service:
City:

Sun, Feb 07,
2010

2,5 years with the ISP. more or less happy
Rating:1
Service:
City:

Fri, Feb 05,
2010

worst ever service I received. on the very first day i had to connect 9 times and after 9 times they were not even helping me out. they only care about collecting money. customer service was even worst. I changed my service with them just after one day of their service. for any further comments contact me on 416-890-0543.
thanks
Rating:-1
Service:
City:

Fri, Feb 05,
2010

worst service and customer service. some one must teach them how to do business and how to make customers. they know how to loose customers very good.
Rating:-1
Service:
City:

Fri, Feb 05,
2010

they know how to bring bad name to industry.
Rating:-1
Service:
City:

Fri, Feb 05,
2010

we do not have words to describe their customer service, technical support
Rating:-1
Service:
City:

Fri, Feb 05,
2010

they know how to bring bad name to industry.
Rating:-1
Service:
City:

Fri, Feb 05,
2010

100% negative
Rating:-1
Service:
City:

Mon, Feb 01,
2010

it's a bit misleading, $29.95/moth package has 200GB capacity
Rating:0
Service:
City:

Sat, Jan 30,
2010

What a great company, had them for 8 months! they even tolerated me not paying them for a while! Anyways, 98% up time, like most places. Better than rogers and no caps! long wait on the phone but polite customer service. all in all 8 / 10!
Rating:1
Service:
City:

Thu, Jan 21,
2010

1 year with no problems, good support.
Rating:1
Service:
City:

Sun, Dec 20,
2009

signal drops on/off on/off
Rating:-1
Service:
City:

Tue, Dec 08,
2009

Velcom's IP Address range is currently under Spamhaus.org list of bloked networks and therefore does not let you send e-mails to specific domains and networks. If you are looking to hosting your own email server, look somewhere else!
Rating:-1
Service:
City:

Mon, Nov 16,
2009

Bad Service and something is always going down, usually I can't send emails for one reason or another.
Rating:-1
Service:
City:

Wed, Nov 11,
2009

Unable to send E-mail, using Velcom's server, for almost two days. Had to set up my E-mail address on "web mail". Despite my telephone call, indicating some degree of urgency requesting Velcom to deal with this matter, I have so far received no response some 7 hours later.
Rating:-1
Service:
City:

Mon, Nov 09,
2009

WAS a very good ISP until recently now lots of problems, IPs have been blacklisted on SBL. Tech support very variable, the good one are very good but rare.
Not to be recommended nanymore
Rating:-1
Service:
City:

Mon, Nov 02,
2009

The price is right, and no real problems over the past year, except: Several E-mails to "Hotmail" addresses were bounced back. Apparently VELCOM is "blacklisted" by Microsoft's Hotmail. They say they're working on it but still no resolution. This causes me to award a negative rating. If they solve this problem I see no reason to leave them. If not ??????
Rating:-1
Service:
City:

Fri, Oct 23,
2009

plain bad
Rating:-1
Service:
City:

Thu, Oct 15,
2009

Ordered dry dsl with static IPs and they couldn't even install it correctly. After 2 weeks of playing around with them I cancelled and went with another provider. Lost all the setup costs though and 2 weeks time as well.
Rating:-1
Service:
City:

Sat, Oct 03,
2009

2nd year with this ISP... no issues
Rating:1
Service:
City:

Wed, Sep 23,
2009

Have been with them for almost 2 years. Very pleased with the service. You need to know a little about computers to get things running but I put through plenty of traffic every month and they work as advertised.
Rating:1
Service:
City:

Fri, Sep 18,
2009

I was contacting in livechat to figure something out, and my computer crashed, they went and looked up my phone number and called me up within 10 minutes to help me out that way. Wonderful customer service.
Rating:1
Service:
City:

Mon, Sep 14,
2009

Velcom's customer support is something to be desired. They charge custommers over $2.00 for having the option of receiving paper bills sent to them which should be free. They're wanting me to pay my velcom bill, but they don't seem to be able to send me a bill before my billing date if they send me a bill at all.
Rating:-1
Service:
City:

Wed, Sep 09,
2009

They work well if nothing goes wrong. On several occasions it took them 2 weeks to get my internet up and running - anything from losing orders to lack of communication with me and Bell technicians.
Rating:-1
Service:
City:

Fri, Aug 21,
2009

Customer service is in Ukraine.
Command of English very poor.
They changed customer service from 24/7 to Mon-Fri without notification. Phone mail would have you wait for next available representative. Web site not updated with new hours until I complained.
Tech support not really present. Any/all issues are blamed on Bell.
They had Bell technician come to my residence unnecessarily. Big waste of my time and Bell's.

Rating:-1
Service:
City:

Fri, Jul 24,
2009

This company billed my credit card and did not provide service.

They will not refund the money charged to my bank account and a police investigation has now been filed againstthem.

Do not use this service provider.
Rating:-1
Service:
City:

Thu, Jul 16,
2009

This company is a joke. They've screwed up three times trying to activate this account by dispersing the wrong information to me. Every time I've tried to address the issues, it's just excuses and no one taking accountability for being incompetent at the job they perform. And I'm confident I have more battles to go with them. Pay the extra money and go with a real company with better trained people. I will be in about three months if I have a single service issue with Velcom. Someone at Velcom needs to teach it's staff to take ownership of problems and express empathy to customers for the mistakes and delays it has caused.

Rating:-1
Service:
City:

Fri, Jun 12,
2009

Line speed is decent but don't count on their support. The sole person providing the service was next to impossible to understand as her English was pretty bad. If you have an issue other then the most basic count yourself screwed. I went without service for weeks until I just got fed up and switched to sympatico. It took me forever to reach someone in billing to cancel my account and had to resort to stopping the payment on my Credit Card. I really hope these guys go out of business very soon.
Rating:-1
Service:
City:

Wed, Jun 10,
2009

This ISP does not honour their referral system. I referred a friend, setup the friend's internet called Velcom, emailed them and was completely ignored. I have called to cancel my service for June 28th. I do not recommend them.
Rating:-1
Service:
City:

Tue, May 12,
2009

Excellent service and speed.
Rating:1
Service:
City:

Thu, Apr 30,
2009

ISP does not honour their referral system. When you email their billing department, they don't respond.
Rating:-1
Service:
City:

Mon, Apr 20,
2009

excellent isp
Rating:1
Service:
City:

Sun, Apr 19,
2009

Been with this ISP for over 2 years now. Made my friends and their colleguaes switch over when Rogers and Bell started throttling and introducing caps. 24h customer support literally I've called them up at 3:00am! Great Price allows you to buy your modem. Thanks velcom. I recommended their service to anyone trying to escape the clutches of Rogers or Bell
Rating:1
Service:
City:

Wed, Mar 11,
2009

I called about sales, I am sure I was speaking to woman working in her kitchen. She had a hard time understanding my questions, finally I asked if they supported Mac computers and she said that would be a problem. So I guess I would recommend that you change your 'supported operating systems' field to Windows & Unix (although I did not ask about Unix)
Rating:-1
Service:
City:

Tue, Mar 10,
2009

Too many maintenance disruptions recently.
Rating:0
Service:
City:

Mon, Mar 09,
2009

Various connectivity problems over the last 2 months.
Rating:-1
Service:
City:

Mon, Mar 02,
2009

Easy getting online.

Good ISP.
Rating:1
Service:
City:

Fri, Feb 27,
2009

I've been with velcom for many years. I am very happy with the service. Internet speed is very fast and the price is afforable.
Rating:1
Service:
City:

Tue, Feb 24,
2009

Two lines with velcom - Been hit on the SBL lists multiple times. Still ongoing issues. (Yes, MY IP is not a Velcom IP)

http://www.spamhaus.org/sbl/sbl.lasso?query=SBL61579
Rating:-1
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City:

Sat, Feb 14,
2009

constantly on spamhaus list
Rating:-1
Service:
City:

Thu, Feb 12,
2009

they keep getting blacklisted by spamhaus.
Not very reliable!
Rating:-1
Service:
City:

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