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Review by avax 
Posted: 7 days ago
member for 7 years, 139 visits, last login: 1 days ago
 Toronto,ON
 $34 per month
 "Seems on the ball, good process, happy with things so far"
 "The $23 Modem shipping charge"
 "Let's wait and see, I will update this next week but looks good so far!"
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I've read many reviews on 3Web about bad customer service, problems with orders, etc, and I tend to think that most people are not really aware of what they are dealing with.
As a 3-rd party Reseller of Rogers, Bell, Telus, Shaw, Cogeco, etc services, I will NOT immediately blame 3Web for problems as I've been through this same environment as a Primus DSL Customer.
So far, I have to give them HIGH PRAISE for the way they have handled my order. As I opted for Cable Service (absolutely a better solution than DSL for most people) I ordered a modem from them as well.
The process has been clean, straight-forward and efficient so far. I ordered the service on-line through their site, I have called about things a couple of times and have been called twice to proactively make sure I had what I needed, even the appointment to have the service set up is booked on-schedule.
I am looking forward to the service hook up on Monday and will be keeping this updated. If things change I'll be sure to publicize it here!
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Review by UofT23
UPDATED: 16 days ago
member for 120 days, 24 visits, last login: 2 days ago
Toronto,ON
$35 per month
 about 5 days
"Really cheap"
"decent service"
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I'm updating this as I'm cancelling my CIA service. Both times I've had to contact them I reached them in less than 5 minutes hold time and got someone friendly and helpful - no problem cancelling.
However the reason I'm cancelling is that my dsl download speeds are frequently bottoming out at 500 kb/s which is totally unacceptable for even $31/mo after tax. If you don't online game or watch a lot of streamed content this ISP's really great price may be worth your intermittent connection speeds but for me it isn't.
My only other complaint other than the network speeds which are likely due to congestion since everyone is fleeing the exhorbant prices of capped, and throttled, Bell, is their tech service.
When I told the CSR I was cancelling he asked if I wanted to talk to tech support to see if they could fix the line so I said sure why not since I have the service for the next month. The tech support guy was the rudest person I've ever spoke to over the phone - I hung up on him.
He answered the phone with, "hi".....I said, "hi" and then paused assuming he would ask for my phone number or other info. He says, "I said hello...guess you have a hearing problem today.". And i said, "excuse me?" and he says, "You've got a hearing problem - phone number?" And thats where I realised I'd made the right decision not to stick around hoping for the network conjestion to clear up.
TLDR......Great value, bad tech support and sketchy reliability but you get what you pay for.
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Review by pwdcap288
UPDATED: 43 days ago
member for 4.2 years, 231 visits, last login: 40 days ago
m5s1x0
$31 per month
"when its up, its up"
"if u need customer support, good luck"
"its great, when its working and no customer support is needed"
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I decided to try the cable service, but when they told me i couldn't use the cable modem i presented, i decided not to proceed with cable service. however, my cc was charged for installation, and misc. I called the billing dept and was informed my cc charges would be reversed within the 17 days and should see it in the next cc billing statement. it didn't happened the charges were not reversed. i called the billing dept again and was told the same thing. after a few days, i checked my cc account online and found no installation charged credit. i decided at this point to file a charge dispute with the credit card company. they took care of the rest. the credit card company credited me the installation charge and waited for 3web to respond to them. my guess, 3web didn't respond to the credit card company within the aloted time. so, i didn't have to worry about my refund from 3web after my contact with the credit card company. so next time it happens, i will not waste my time chasing their billing dept, i will let the credit card company do that. lesson learned.
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Review by cellguy2000
UPDATED: 65 days ago
member for 65 days, 0 visits, last login: 65 days ago
Richmond,BC
$37 per month
about 30 days
"Speed as advertised"
"Have to reset Modem from time to time"
"Fine when it works, but when you need service...GOOD LUCK!!!"
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Had almost 3 years of service with them. They sent my modem and somehow lost the modem. It took about 3 weeks before I received it.
IN all had 2 service calls in the 3 years and it was resolved within the week of my calls to tech dept until now.
It all started beginning of August for NO "SEND" light on my modem. To make the long story short, 3WEB made a total of 4 booking calls with Shaw(local cable provider) to drop by my home, I took 3 days off to deal with it, NO ONE SHOWED UP!!!!
Even after talking to the SUPERVISER, who somehow booked the wrong day!!!for me the 4th time (it's almost September now), I finally decided that for the aggravation it was causing me, to unwillingly go with SHAW Extreme. 3 Days later and I'm online.
The Techs seem to think I wasn't home,call backs were inconsistent....they keep on telling me it's NOT their fault, well if 3WEB provided me the service, it's 3WEBs fault.
Yes the rate was cheaper,once you get it up and running, it's fine, but the moment you have a problem, good luck having them book a tech to your home to fix it. NO SERVICE FOR 3 WEEKS IS NOT ACCEPTABLE.
I gave them 4 chances to get it right to no avail. I finally had to give up.
Very Unhappy to say the least.
There is another review that mentions that they may be going out of business. I'd look into that before thinking about 3Web.
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Review by Pastuch
Posted: 66 days ago
member for 4.7 years, 54 visits, last login: 65 days ago
Ottawa,ON
$35 per month
about 45 days
"There isn't any"
"SO many I can't list them in this field."
"The worst ISP in Canada. If you think Bell and Rogers service is bad 3web/CIA makes them look like gods!"
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ISP History:
Prior to 3web/cia I had Acanac. They were a solid ISP with good service. There biggest problem is they rely on Bell phone lines and bell throttled my internet connected down to a 1.7meg profile. Before that I had Rogers cable but the bandwidth throttling and caps were awful so I cancelled that. Prior to Rogers I had Bell DSL which was actually very good but I was capped at 300Kbps (Around a 4meg internet profile).
I decided to try 3web because I heard they don't throttle and they have cable. They have a 100gb bandwidth cap but after seeing how bad their support is I seriously doubt they will know how to turn off my internet service once I download 1000gbs in my first month of service.
Ordering online:
I ordered 3web/CIA gold cable on August 15th. I ordered through their online form and specified my address and apartment number. I also ordered their cable modem for $60. They did not tell me that there is a $23 dollar shipping charge to send the modem via Canada Post.
Scheduling the Rogers installer:
After waiting for a week and not hearing anything I contacted 3web(CIA) to find out the date of my install. They said they were still trying to shcedule it and they needed my postal code. I provided this in the original online form butgave it to them again. The next day they called me AGAIN for my postal code. I provided it again and reminded them of my apartment number. They didn't have it on file. Because their online form did not include the postal code my modem got stuck in shipping at Canada post. Due to their error I told them I didn't want the modem and made them take it back. That was almost a month ago and I am still waiting for my modem refund.
3web/CIA eventually booked the installer from 8am until 11am on August 22nd. I took time off work to stay at home to wait for the installer. The Rogers installer didn't show up until 1pm when I was back at work. When I asked the Rogers installer why he was so late he said: "We're not very organised". No apology, nothing. I called 3web to explain because the Rogers tech said I would have to rebook the appointment through 3web. It took 3web 8 days to rebook my installer.
The second visit by the install and the line was active (We think). He didn't test the line.
Cable Modem Provisioning:
Getting my cable modem provisioned on Rogers network has been the most frustrating experience I have ever had with an ISP and that is saying a lot. I have been waiting for 2 weeks to get my modem activated. I call 3 web customer service and billing every day to figure out what ios happening. My modem still isn't active and they keep telling me that they are trying. They screwed up the provisioning request twice and now I am waiting for them to figure out to request a mac address change form to rogers which we hope will get my internet working by tomorrow.
Summary:
1 month of aggravation, calling daily for 3web technical support and billing. Average hold times are in excess of 20 minutes before you get to an actual person. All they offered me so far is a month of free internet for all my aggravation. If my internet doesn't work by tomorrow I will cancel. If my internet does work by tomorrow I will do everything I can to download WAY passed their cap.
Followup comments:  
Mr Unhappy
@grouptelecom.net
| Worst Tech Service Ever With 3Web/CIA/Cybersurf Had almost 3 years of service with them. They sent my modem and somehow lost the modem. It took about 3 weeks before I received it.
IN all had 2 service calls in the 3 years and it was resolved within the week of my calls to tech dept until now.
It all started beginning of August for NO "SEND" light on my modem. To make the long story short, 3WEB made a total of 4 booking calls with Shaw(local cable provider) to drop by my home, I took 3 days off to deal with it, NO ONE SHOWED UP!!!!
Even after talking to Mark the superviser, who somehow booked the wrong day!!!for me the 4th time (it's almost September now), I finally decided that for the aggravation it was causing me, to unwillingly go with SHAW Extreme.
The Techs seem to think I wasn't home,call backs were inconsistent....they keep on telling me it's NOT their fault, well if 3WEB provided me the service, it's 3WEBs fault.
Yes the rate was cheaper,once you get it up and running, it's fine, but the moment you have a problem, good luck having them book a tech to your home to fix it. NO SERVICE FOR 3 WEEKS IS NOT ACCEPTABLE.
Very unhappy to say the least. | |
| Racehorse
join:2005-11-27
Calgary, AB
 ·Shaw
|  CIA/3Web/Cybersurf Service
until May 2007 , when suddenly I could either have Internet
for Browsing or Phone Service - but both would not work at
the same time . TECH SUPPORT was HORRIBLE. Often got
disconnected after waiting up to an hour; their announcement
that I was Caller #1 - was total crap; as 45 minutes later
I still was caller #1 - and their TECH SUPPORT had closed
due to their Eastern Hours of operation.
Problem was never resolved so I set up SHAW Internet
access with 2 IP address and an Internet Switch. I
stayed with CIA/3Web Home Phone Basic which was $9.95
a month - with Voicemail; Caller ID; and Call Forwarding
included. This is now a FREE Service and has worked
reasonably well; although Billing Support & Technical
Support continues to be HORRIBLE. | |
| |
Cybersurf VIctim
| Re: CIA/3Web/Cybersurf Service Cybersurf/CIA/3web/igs is a disreputable firm. Check their file at the better business bureau.
I addition to that, their accounting and management practises are incompetent. They cannot track who has paid and when.
They frequently attempt to shake down former customers months later claiming that they never officially closed their accounts. So they attempt to claim months of billing that they are not entitled to. | |
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Review by navin2004
Posted: 94 days ago
member for 2.5 years, 46 visits, last login: 94 days ago
Scarborough,ON
$34 per month
about 5 days
"No download/upload data limit, cheaper than Rogers"
"If physical visit needed in case of problem, they don't show up"
"Avoid, pay the higher price if you cannot avoid being down without internet for days together"
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I have the Gold Cable Hight spped internet connection, using a Motoral Surfboard SB5120 modem of my own.
After reading several reviews on 3Web, I took the plunge and switched over from Rogers to them in Sep 2007. Till 5 days back...and for close to 11 months, I had not problems. They have maybe 2 or 3 scheduled, couple of hours outages.
And I was happy to be able to use my own modem that I had from a service in US, which Rogers would allow me to use, even though it's a model they support. You just have to pay Rogers and buy from them.
And things hit the roof...they hit bad. On Wed, 13-Aug-08 night my internet just dropped dead. I thought it was couple of hours of outtage that will fix itself by Thursday morning. It did not on Thursday morning, I recycled the modem couple of times and it did not work. I called them Thursday noon and they made me re-cycle the modem and did some checking on there end and came to the conclusion that a Rogers technician needs to be sent to my home. I was given a ticket number and told someone will contact you to setup an appointment to visit in 24 to 48 hrs.
Mind you this is just to setup and appointment and there is no telling when the Technician will actually be available. I called them Saturday noon after not hearing from them. They say, well it's weekend so you have to now wait till Monday. I reasoned with them that this call is just to tell me when someone will come. It's already 3 days that I have been without internet, and now I have to wait a minimum of 2 more days. He says that's the way it is and when I told him that by Monday evening, if I don't hear from them, I will have no choice, but go with someone else...he says "Thanks and have a nice day"....
Wow....customer service go to hell...
So I am going to wait today till end of the day today and end up cancelling(which I hear is not fun either from reading other posters posts...I am banking of my credit card company to get me back any useless charges they make) and going back to Rogers and the having no choice but to pay them what they ask...which is a good $14 bucks more per month for the same Express kind of service I had with 3Web.
Followup comments: elwoodblues
join:2006-08-30
Toronto, ON | Better then Robbers Customer service/tech support does suck bad.
They are bigger script reading monkeys then the Rogers folks.
That said, when it works, (which is about 95% of the time) it works great and is A LOT cheaper then Robbers | |
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Review by jmh_ottawa
UPDATED: 226 days ago
member for 226 days, 0 visits, last login: 226 days ago
Limoges,ON
$26 per month
"Cheap and nasty"
"Don't ever cancel or you'll go through hell !!!"
"Stay away... they"
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I have been with 3web for several years and their services was mostly acceptable. It seems that during the past year their service has degraded to the point where it has become unusable for me and i moved to another provider. (I should note that there was a noticeable difference immediately)
This is where the fun begins.. It should be easy to cancel a service and move on.. right ? Hmmm you'd think so.
I started by talking to a service rep who informed me that he couldn't cancel my account and to do it online. I did this but it didn't register in their system for a few days.
I am now being told that i will have to pay for another month of service because it wasn't done soon enough. Firstly i was told it was only put into their system on the 1st of april.. which is incorrect as the submission was made prior. Then i was told that it had to be made before the 15th of the month... then i was told another date... so which is it ?!?!?!
So here i am now paying for a month of none use while paying for my new provider. My experience with 3webs staff so far has been terrible... my one and only warning is to avoid this company.
Customer service -5
An unhappy ex-customer who will NEVER return to 3web EVER!!!
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Review by lukec
UPDATED: 261 days ago
member for 261 days, 0 visits, last login: 261 days ago
West Vancouver,BC
$35 per month (12 month contract)
about 60 days
"Saved $5 per month over Shaw"
"Horrendous service"
"Do not use this service"
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Important: Anyone, who has or is signing up for this server. Make sure that you are not signed up for automatic debit or automatic charges through your credit card.
3web and I got off to a rocky start. It took 2 months for them send someone out to enable my service. We actually had it down to a routine. I'd take an afternoon off work, no one would show up. I'd call back, wait on hold for 20-40 minutes, they'd say 'sorry' and then we'd reschedule. I'm saving $5 a month though, totally worth it, right ?
For about the next 9 months my connection kept dropping. I would call, wait on hold for 20-40 minutes (or until I gave up on waiting), they would then 'diagnose' the problem. My favorite advice included:
-it's a billing issue, update your CC information and we'll restore service. Right, billing service that flicks your connection off and on...
-we don't support macs
-that's normal, there's no problem
-power cycle your modem
.... and I could go on
I'd take the afternoon off work, they'd send someone by, and maybe the technician would show up.
I signed up for service with Shaw. They are the ones actually providing the service in Vancouver and while they were a little more expensive, I could no long justify the time I was wasting for $5 a month savings.
My shaw service went live and I cancelled my 3web service. Well, I guess 3web wants you to be really sure about canceling your service because they ignored my first request. I cancelled it again, and now I was being charged $11.25 a month. They don't say what the $12 is for so I assumed it was for a partial month. Nope they charged me again, same amount. I inquired into this and they said it was for my dialup service. What ? I never signed up for dialup service. I asked them to reverse the charges as I never signed up for the service - no reply. I asked again and then I found out it was now outside of the 60 day dispute window. OK, it's only $22.50, no biggie, lesson learned, right ?
A couple of months later I got a charge for $112.95. I logged into my account, it didn't indicate what the charge was for. I asked what it was for, no reply. I asked again and I was told that it was because I hadn't returned my cable modem. I was later told: "You should have received an email tell you to return your modem". Well, I didn't. I contacted them as soon as I saw the charge for the modem and was told that by then it was too late to return it.. this is so frustrating.
If you get Donna as your rep by email, start over, she will not help you.
hdagent1201@3web.com
Luke
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Review by chawma1
Posted: 339 days ago
member for 339 days, 0 visits, last login: 339 days ago
North York,ON
$32 per month (12 month contract)
about 30 days
"Connection was ok"
"SCAM - they will steal your money through collection agency threats"
"Stay away from this company"
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At first I was reading all these negative reviews about 3web but still tried it out. A year after, I decided to switch to Primus because they offer a better deal. I returned the modem and after 3 months 3web started calling me for the modem claiming they haven't received it. I immediately cancelled my credit card that was hooked up to 3web knowing that they are gonna charged the cost of the modem ($100) to it. I was trying to reach 3web customer support but couldn't get through. After 2 months I got a call from Recover Corp (collection agency) threatening me to pay $110 for the modem or I will be put to the credit bureau. These persons are rude and arrogant. I was forced to pay the said amount. This is very sad. I paid for something that I didn't get. The question is where did the modem go? When I shipped it to 3web, I didn't get any call that they didn't receive it after 3 months. So how am I going to trace where it went. Tracking number was lost assuming that 3web has already received the modem and didn't bother calling me.
So to everyone out there, stay away from 3web. I had my lesson going to a cheap DSL company with no credibility. Save yourself some trouble and money.
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Review by LMP
UPDATED: 1 year ago
member for 1 year, 2 visits, last login: 1 year ago
Chicoutimi,QC
$25 per month
about 7 days
 Bell Canada
"Good speed, good price, no contract"
"No explanation when things go bad - outages, slowdowns"
"If you can do it yourself, go for it"
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Was with them with dial-up for years before. Switched to DSL HS Gold now for one year. Checked with them first for compatibility of a Modem I had and got incorrect info. Bought another modem locally (10$, flea market) and all went fine. Poor speed at first with WIn98 but as soon as XP installed, speed went up 5 fold . Satisfied with 4.6 Mb/s. Most annoying was loss of speed and repetitive disconnects in Jan-Feb 2007: exchanged lots of e-mails, they asked for lots of tests,all to no avail...but finally (that is, 2 months later) an agent "leaked" they had had trouble with Bell reconfiguring a station....all fine since then. I use their long distance service too, very satisfied . Register, install and then keep steady, and to me, it is fine.
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3 Web
