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Review by cdn_dsl See Profile

  • Location: undisclosed location
  • Cost Contract price not specified.
  • Telco party Bell Canada
Convenient package of dry DSL w/ fixed IP and VOIP
Horrible attitude of customer service, impossible to deal with
Below average ISP
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

My Other Reviews

·B2B2C High-Speed..
When things are working, they are just as good as everyone else and even ahead in terms of convenient package.

But they are having systematic problems and when it happens their tech/customer support is

1) defensive

2) reluctant

3) has poor communication skills (wasting my time with irrelevant one-liner emails)

They made up an idea that they 'do not support Cisco modems'. I don't know what that means, as I never asked them for any modem support. All I wanted was to resolve packet loss that appeared on the line after a year of using their services. They flat out refused to even look into the issue blaming that on my modem. They even continued stating that they refused to 'support Cisco modem' when I replaced it with another brand and packet loss continued at exact same rate.

I had to fight them tooth and nail and escalate for more than 1 month just to get them issue ticket to Bell and replace defective equipment on both ends of both pairs at my house. Of course they wanted me to commit to pay $100 fee if my equipment was at fault, to which I would never commit. And what would you think? Few months down the road the same issue occurs and I have to go thru the same fight all over again. End of the story: once dry loop was re-activated by another provider, packet loss was no longer with the same modem, same router and everything else exact same on my side of demark.

You need to know another habit they have: they will listen to your voicemails they back up on their server without your authorization. When I was complaining that voicemails arrived with whole dropped out words, they listened to a number of my VMs on their server instead of those that I forwarded to them. Their people have no concept of privacy.

I no longer use ISP for Voip but yet not a single VM attachment I am receiving via email or listening to via phone ever dropped any words. EBox was unique in complete lack of competency to run VM service properly, and unique in horrible defensive attitude.

member for 13.2 years, 182 visits, last login: 5 days ago
updated 10.1 years ago

cdn_dsl
join:2011-01-07

cdn_dsl

Member

No weekend support means VoIP customers left with no phone

Worst thing with this ISP is that they offer VoIP but have no support on the weekends.
That means that if their equipment or Bell's is down Fri night, I won't have phone line until Mon morning.

diskace
Retired
Premium Member
join:2002-02-21

diskace

Premium Member

Re: No weekend support means VoIP customers left with no phone

Good day,

we already announced that technical support will be open later this year during week-end. As of right now if our global system is down we monitor the lines pretty much all day/night and on week-end. If our system is going down we get alerts + most of the staff is using the VoIP so we notice very quickly if something is wrong.

eboxdanny
Superviseur
Premium Member
join:2013-08-12
Longueuil, QC

eboxdanny

Premium Member

DSL issues

Good day,
As stated by Shameonyou, this problem has happened to you in the past but with another provider. Everything you have stated points that the issue is related to either your inside wiring or your equipment.

As our technical support department mentioned, we do not offer any technical support on the equipments that are not sold by our company. Furthermore, we respect our customers privacy and we do not listen to their VMs unless they ask us to look into a message for them. I would appreciate if you could send me a PM with your account number in order for me to have all the details associated to your account.
cdn_dsl
join:2011-01-07

cdn_dsl

Member

Re: DSL issues

ROFLMAO. You've been dismissed. Account... wishful thinking.

shameonyou
join:2013-06-05
canada

shameonyou

Member

Re: DSL issues

by not giving them your account number it actually pretty much means that you do no want any help, you just want to write a bad review.
And from what i'm understanding, it happened with two companies. It could be your inside wiring that is compromised which means that no matter with what company you go with, you're going to have problems.
pointing fingers is always easy.
Expand your moderator at work
cdn_dsl
join:2011-01-07
·B2B2C High-Speed..

cdn_dsl to shameonyou

Member

to shameonyou

Re: DSL issues

Are you really that thick? Read the review again.

If you still don't understand what it says, I'll put it in capital print letters for you (this does not mean yelling at you - this means I am going out of my way to make it simple to understand).

EBOX REFUSED TO ADDRESS HIGH PACKET LOSS.
I DISCONNECTED EBOX SERVICE AND CONNECTED TO ANOTHER PROVIDER.
THAT FIXED THE ISSUE WITH PACKET LOSS KEEPING EXACT SAME WIRING AND EQUIPMENT ON MY SIDE.
THIS IS WHY THERE IS NO ACCOUNT TO PROVIDE TO EBOX ANYMORE.

Again, I am not yelling at you - just compiling a brief extract of the information to make it easier to read and understand.

Sock puppets strong today. I feel dslreports should look into shilling for Ebox.
ghost_face
join:2013-08-20
Saint-Hubert, QC

ghost_face

Member

Re: DSL issues

I read your review clearly.... You state in your review you did not want to commit to the diagnostic charge potentiel fee of a 100$. you need to understand that a company like Ebox, Distributel, Acanac or Teksavy follow the same set of rules when it comes to opening a ticket with Bell. They must have the consent of the client to do so before opening a ticket because Bell will garanty the signal up to your Demarc. If the packet loss occurs because of a modem. a faulty phone jack or even a faulty phone line inside your home then bell charges the Indie ISP 95$ plus tax. Because you refused to accept this risk ebox could not do anything further for you. Its that simple.
ghost_face

ghost_face

Member

Re: DSL issues

The only thing that prevented you from getting full support and getting a Bell tech to look at your line was the fact you refused to accept the risk of diagnostic fee. This is not Ebox's fault. Even if the problem was solved by a new install and a new provider. The fact of the matter is simple, in order to open a trouble ticket for a dsl/fttn service all indie ISP will ask you to accept this 95$ plus tax risk. If you refuse most company's won't push forward with your issue as it could end up in costing them money. You also need to remember that every Indie ISP out there have a very slim margin of profits which is why they cannot assume these cost for you.
cdn_dsl
join:2011-01-07
·B2B2C High-Speed..

cdn_dsl

Member

Re: DSL issues

OMG! Wrong. How you can write this while knowing precious zero about the situation is beyond me.

You got the review totally wrong!

Incident 1: Packet loss reported to Ebox. They cooperate and issue ticket to Bell w/o ever mentioning $100 charge. Bell comes and fixes transiver. Problem solved.

Few months down the road...

Incident 2: Packet loss again reported to Ebox. They get their pants in the knot and throw a tantrum, blaming my equipment. I press them to issue ticket to Bell, at which point they demand my commitment to pay $100. I said that, in plain text, in the review, and you are still not willing to read carefully and understand.

I am very bored right now, actually, and am furthering this thread out of pure boredom. So I'll continue!

What happened next? Ebox agreed to absorb the cost and issued ticket to Bell. Bell tech showed up and said everything was fine. Packet loss continued and Ebox continued to blame my equipment, flat out refusing to even look into the problem. At that point I canceled my account. Bell switched me over to another provider. Packet loss stopped. That's all I need to know.
ghost_face
join:2013-08-20
Saint-Hubert, QC

ghost_face

Member

Re: DSL issues

Well then my apologies how ever in my defense it was not all that clear from your post that you had one tech show up and then it came back. From what I had read I understood first time you refused to commit to pay. This is the statement that induced me into error : I had to fight them tooth and nail and escalate for more than 1 month just to get them issue ticket to Bell and replace defective equipment on both ends of both pairs at my house. Of course they wanted me to commit to pay $100 fee if my equipment was at fault