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Review by gachod1 
UPDATED: 1.2 years ago
member for 1.2 years, 10 visits, last login: 1.1 years ago
 Ottawa,ON
 $31 per month
 about 10 days
 "Cheap"
 "Everything else"
 "Avoid like the plague"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I originally was with Sympatico up until October '06, when my promo expired and the rate was going to get jacked to 50/month. I was getting 3008 kbps down and 800 kbps up, which is what Sympatico had told me was the limit for my line. The service was fine but billing, and now the new rate, were not.
I then called to sign up for what was then Cyberus, an Ottawa based company. I was told that they were merging with another company (which would eventually become Cybersurf) and could offer me 3web service with unlimited bandwidth for $29.95 plus tax. It sounded to good to be true, and it was.
I originally received the same speed that I had with Sympatico, but noticed that my connection would drop/resync often. I called many times and eventually my speed was capped at 2496 kbps down and 640 kbps up. That seemed to work for a while up until a few months ago when my connection again began to drop/resync. I was given some of the lamest excuses you will ever hear, from my modem being defective (same modem that was getting good speed with Bell), my line was causing too much noise/my line filters were faulty (I have a dry loop connection, so that isn't even possible), that I was too far away from the CO (Central Office... again, not possible, since I was in the same apartment - unless the CO moved), and the final straw was that my 'loop is too long' (what does that even mean). Anyhow they dropped my speed down to 1184 down and 384 up, almost a third of the speed I had with Sympatico before switching over. After weeks of trying to get them to at least get it up to at least 2496 kbps, which is what I had before, and not getting a response. I cancelled.
The stuff that people write about not being able to get through to customer service doesn't give you the full extent of the problem. They don't even put you on hold most of the time (short queue), and just tell you to call back later. You could keep getting that message for days on end sometimes. It once took me a whole week of calling several time a day to finally get someone. Horrific.
For more reviews like this one, look up 3web on here and on CanadianISP.com. This company has an absolutely abysmal reputation. I only wish I had considered looking up reviews before switching to them. Someone had told me that all ISPs that offer ADSL are the same since they all use the same Bell lines. Suffice it to say that I have learned that this is not the case.
Followup comments:  
Jackman
@acanac.net
| 3web DSL customer service and cancellation I found it necessary to post this b/c I did cancel my DSL services with 3web but to my surprise I was getting charged for two month 11 dollars. Later on I found out I am being charged for Dial up service. First of all customer service suck for this reason just good luck getting through, second their excuse for the charges was that I did not cancel the dial up which was coming free with DSL, well if the service comes with DSL sign up should go with it once you cancel. So please keep this in mind that once you cancel your DSL make sure you also cancel the dial up comes with it. I just want let others who might have 3web DSL service upon cancellation to make sure they do not go through what I wnet through | |
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xryak
@cybersurf.com
| 3web sucks big time Each time I called 3web it was a case when my DSL modem was loosing sync.
As the result the sync speed of my connection was set down.
First time from 2.4 Mbits/sec to 1.5 in April-May (do not remember) 2005.
In August 2007 I started to have sync problems again and speed was set down to ~1 Mbits/sec.
Recently sync problem reappeared and speed was set to ~560-590 Mbits/sec, but charges for golden service stay steady like a rock 
I was told by Tech support that I was far away from Central office (probable I continue to move away), I was told that there are too many people on local loop etc.
I canceled 3web services starting November 1, 2007.
One should avoid this "company". | |
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RobinRyan
@com.mx
| 3web/cia.com is HORRIBLE What hasn't this company done?
They sent me the VOIP package, but it was the wrong stuff, and then they took another month to send me the right materials. All the while charging me for VOIP.
They cancelled my service one day by mistake, and I had to sit for an hour on hold before ever speaking to them and they said it was their mistake.
They overbilled me months in a row until I finally got through their horrid support and lines and threatened to sue.
They did not cancel my service when I requested. I left the country to begin volunteer work, and I got a bill from a collection agency 5 months later saying that CIA kept charging me and now they want money.
If any company was spawned out Satan's darkest fantasies, 3web/CIA.com is it | |
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3 Web
