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Review by Pastuch 
Posted: 1.2 years ago
member for 5.7 years, 54 visits, last login: 1.2 years 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!"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
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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
|  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: 1.2 years ago
member for 3.5 years, 46 visits, last login: 1.2 years 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"
| Pre Sales information:
Install Co-ordination:
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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
Elwood Blues
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: 1.6 years ago
member for 1.6 years, 0 visits, last login: 1.6 years ago
Limoges,ON
$26 per month
"Cheap and nasty"
"Don't ever cancel or you'll go through hell !!!"
"Stay away... they"
| Pre Sales information:
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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: 1.7 years ago
member for 1.7 years, 0 visits, last login: 1.7 years 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"
| Pre Sales information:
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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: 1.9 years ago
member for 1.9 years, 0 visits, last login: 1.9 years 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"
| Pre Sales information:
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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 troll
UPDATED: 2.1 years ago
member for 7.7 years, 161 visits, last login: 1 days ago
N6E
$25 per month
 Bell Canada
"5 meg unlimited pop address"
"poor support ,, no web host"
"worth the money"
| Pre Sales information:
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Once you have it working,, who needs support,
They push there connection software too much !!!!
After all its just pppoe connection.
sometimes they run proxy server
my speed test are as high as 4.3 gig with 600k up
save 5 a month by buying modem
Save 5 a month by having them for long distance decent prices for North America.
$26 and change on my Credit card everymonth
Had outage 2 summers ago when they were changing routers and would not admit it wanted me to troubleshoot LOL advised modem at nid that shut down the ts..
been with them maybe 4 years 2nd best price in town, now.
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Review by gachod1
UPDATED: 2.2 years ago
member for 2.2 years, 10 visits, last login: 2.1 years ago
Ottawa,ON
$31 per month
about 10 days
"Cheap"
"Everything else"
"Avoid like the plague"
| Pre Sales information:
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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 | |
|
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". | |
|
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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Review by mayoni
Posted: 2.6 years ago
member for 2.6 years, 2 visits, last login: 2.6 years ago
Scarborough,ON
$44 per month
about 7 days
"When the internet is up, very fast"
"frenquent disconnect due to bad service or upgrade"
"can't stand it anymore, slow as molases"
| Pre Sales information:
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When I first heard of 3web, it was like heaven since I really hated how much Rogers and Sympatico charge (the service was crapy anyways) and you can't buy your own modem. Around March 2005, I bought my DSL modem on Ebay(I made sure that it is compatible with 3web) First 3 months I only paid $11, then it became regular price $26. Can't remember how long it takes them to hook me up, but i think within 7 business days or less since I still had Bell home phone at the time. Then the 3rd months it started to have frequent disconnects. I didn't switch to other companies because it wouldn't have made a difference. The line is either owned by Bell or Rogers (we really have a monopoly market in Canada). Of course support was no help, but at least I could get to support. I lived with the disconnects for a while since the price is really good. Eventually I found out that my phone line outside the house was ripped and that was what caused all the disconnects. So I continued using 3web happily for another 5 months before they started upgrading the lines constantly. I really hate when my online game kicks me out when I'm fighting a monster and low on health. Then I was moving, so I decided I should get cable internet at the new place instead of paying for a phone line and DSL. I purchased the new cable modem from them and I received everything in a few days. First 3 months again, there was virtually no problem. But the speed started dropping to half the speed advertised only(I'm on gold internet plan) I didn't complain because I was already laughing with the amount I was paying. Then I saw the home phone service started in Toronto, so I signed up for it. It seemed cheap since I also get $100 free in long distance. The VOIP didn't work too well for the first month. Sound was choppy, although people on the other end think it sounds fine, only I can't tell what people was saying. 3web fixed the problem after a month, but the line is still not perfectly clean. I can live with that much, but then I realize the VOIP phone doesn't connect to their support line, always busy signal, still busy signal even to this day. So they didn't fix this problem for 8 months, I think they just don't want to fix it. All I can do is use my cellphone on my unlimited weekend plan. I'm sure you heard the story, can't get through to the help desk for 6 hours and when I finally got someone on the line, they purposely hang up the phone. I can't believe I'm with 3web for 2 years already. Starting end of Jan, 2007, cable internet's quality has significantly dropped from CIA/3web switching to their own network. Now it's April and the speed is just excruciatingly slow at peek times. I can't even load a google map page without the internet cutting off in the middle of it. I don't mind slow speed, at least I can still function, but intermittant line drop is very annoying. I couldn't even attach a small file to the e-mail without re-doing it over and over again. Finally I did some research on the internet and found Acanac which can do dryloop DSL. I'm going to see if the internet is going to be realiable this time. As for 3web's e-mail support, I never got an answer for 2 years, all they e-mailed back was automated response from the keyword that I typed. So imagine my surprise when I got an actuall response from billing support a month ago from my initial e-mail a month before that. At least they refunded me modem rental fee they charged extra after I purchase out the modem. If you want to try 3web because of the price, you do need a lot of time on your hands to call the support desk and make sure to follow up all the time. I would of stayed with them if they offer dryloop DSL, but they don't and the cable internet is too unrealiable (I'm sure it's still somehow Roger's problem. They just won't give CIA enough bandwidth for all the subscribers.) Of course I'm only guessing on this one. If you are not a good troubleshooter yourself, then go to an internet company that actually offers good customer support. Even if you want to try out 3web, I would suggest the DSL option since it's more stable.
Followup comments:
Alexandre
@cia.com
| 3web cheating Absolutely agree with above opinion. 3web does not answer ANY e-mail and ALWAYS gives busy signal when you try to reach them from so named "home phone". They charge me from Am Ex and I had a long talk to Am Ex guys trying to stop payments. After 3web gets an access to your credit card that is it. I already canceled the "service".
Please don't do my error. | |
|
DSLGuru
@cgitmsmdc.ca
| Beware of 3web Thanks Alexandre. I agree 100%. They cheat. It is very hard to get hold of a Cutomer Service Representative and they do not do a good job either. One need to spend at least two hours to get hold of a customer Representative. If you are not extra cautious, then they would keep charging unscrupulously even after disconnecting their service. They wouldn't communicate in advance of any charges. They give you a BIG surprise at the end.
Hope this caution helps the prospective DSL customers. | |
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Review by waystland8
Posted: 2.6 years ago
member for 2.7 years, 17 visits, last login: 1.7 years ago
Calgary,AB
$34 per month (34 month contract)
about 10 days
"im getting 8-10 mbs on a 7 mbs line"
"long time to talk to anyone when "im first in line....""
"no real problems"
| Pre Sales information:
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the install was missed but i installed it my self opened up the cable box and connected the line myself,the line went down a few months later when they switched from shaw line to CIA but i was told we would have down time. after that everything was fine again getting well over 8 mbs on most says but never below 6mbs,
the one time i had a DNS problem it did take about 45 min to get Tech support but the guy was really good and sent me a email check list to send back, followed all the tests sent back next day the DNS problem was fixed and i was good to go,
the voip is good no one can tell im on a voip line. im in Calgary and have always recommended it to everyone.
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Review by tbca
Posted: 2.7 years ago
member for 4.1 years, 66 visits, last login: 76 days ago
Scarborough,ON
$39 per month
"internet is great when ypu don't have a problem"
"no customer service. Never follow through .Cannot fix any problems"
"even @ $39.95 for voip and 6 MB internet not worth it"
| Pre Sales information:
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Let me tell you about my little story about 3 webs. I signed up in Oct. for a high speed internet and home phone (voip). After 1 month the equipment finally showed up. I hooked up the cable modem and activated the voice terminal. The cable internet was great even quicker than I was getting as a Rogers extreme customer. The problem came when I tried to access the voice service. I would never get a dial tone. After several calls over 2 weeks to there customer support line the issue was still not resolved. Then I noticed that my Phone Number had been ported to 3 web but I still have no service. I was almost 6 weeks without a home phone and after several calls to 3 web on my cell phone average waiting time is 1-2 hours on my cell phone getting charged 35 cents/minute This is running great . Then there was an issue with my credit card being stolen. I had to get it replaced. The bank denied the charged to the card while I was waiting for a replacement. And 3 web cancelled my service. I got my replacement card and I was told my service would be up and running within 24 hours. 5 days later and after several calls to 3 web on my cell phone @ 35cents/minute my internet had been restored. But it's almost been a month and I still have no home phone. I called Bell and got them to hook up a new phone line. I am waiting to see if I can get DSL in my area and if I can bye bye 3web. The low price is not worth the hassle.
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