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Review by mccausland 
member for 12.2 years, 21 visits, last login: 46 days ago
lodged 6.5 years ago
 Mississauga,ON
 $29 per month- (12 month contract)
 about 4 days "Speeeeeeeeeeeeeeeed and excellent cost" "Sporadic Outages and REALLY poor Customer Serivce" "No prolems for me so far...but this on is for risk takers only"
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I signed up for 3mb HS service and was upgraded quickly to 6Mb. I was thrilled. However of late, I have had the occasional 2-3 hour outtage wich doesn't kill me, as I don't have VOIP. It is IMPOSSIBLE to get a human on the phone and their tech staff are pathetic. A group of trained chimps could figure things out faster.
Ah well, while things are smooth, I will stay the course, but I am NOT going to take them u pon their combined unlimited VOIP and 7Mb service package which is amazingly priced. Last thing I need is an absent phone line.
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 Review by rupture
member for 7.8 years, 1227 visits, last login: 288 days ago
lodged 6.5 years ago
- Toronto, ON
- $28 per month
- (9 month contract)
- about 10 days
- "Great price, that's about it."
- "Constant downtimes, billing issues and very poor technical support"
- "Stay far far away from 3Web. Their prices maybe attractive, but that's about it!"
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I was with 3Web for approximately nine months. From order to activation, it took about 10 working days (this was a little longer than the usual 5-7 working days) because there was a miscommunication with my credit card company.
The first few months of service were fantastic, not a single interruption and speeds were fabulous! By about the forth month, things began to go downhill. I found myself in the mist of weekly outages, each lasting anywhere from a few hours to a couple of weeks! While I must admit that most outages were only several hours (not something to cancel over), the long downtimes were what put my decision to leave over the top.
After being placed on hold for upwards of 45mins, calls to technical support were answered by unfamiliar staff that was unwilling to help. With each call made to 3Web, be expected to be placed on hold for a long long time!!!
When I finally decided to cancel, the process was surprisingly painless and quick! However, for the first two months after canceling, I was still being billed for service that I was no longer using. After repeated attempts to contact 3Web directly to resolve these billing issues, I finally had to call my credit card company and advise them not to issue payments to Cybersurf Corp / 3Web.
Do yourself a favor and pay a little extra money, go with a reliable DSL company, one that has excellent uptimes and tech support. Avoid 3Web like the plague!
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Review by Ajen
member for 6.5 years, 1 visits, last login: 5.4 years ago
lodged 6.5 years ago
- undisclosed location
- $46 per month
- about 40 days
- "Very good product: VoIP quality is the best I've tried and HS Internet service is only limited by your own local ISP."
- "Non existant customer service/support, nonchalant, indiferent service, no billing cycle, impossibly unclear billing statements."
- "CIA/3Web/Cybersurf is simply an irresponsable company - entirely unaccountable. AVOID THEM!"
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My experience with CIA/3Web/Cybersurf was a nightmare, almost from start to finish.
To begin with, I was an existing High Speed Internet customer (Videotron) and decided to subscribe to CIA's VoIP service with "free HS internet". So, in April of this year (2006), I contacted CIA and subscribed to their service. During the sign-up process, I was assured (on several occasions) by CIA's Tech support that my existing cable modem would work fine with their VoIP terminal/gateway. Not so! After 3 weeks of complaining, I was finally told that my modem was incompatible with their VoIP terminal and that I needed to purchase theirs. So, I did.
After I received their modem, everything worked well for several months. In fact, the product worked great, i.e. the VoIP quality was very good compared to Primus (the only other VoIP service that I had tested so far).
Mid May, I realize that my phone bill has gone up. After a little investigation on CIA's web site, I find out that they had jacked up their long distance charges for certain countries - this, without informing their customer base! The country I was frequently calling was Mexico - it jumped from 3c to 14c /minute without any warning!
Then, July comes along and it was time for me to move to a new apartment. So, I called CIA several weeks in advance, explaining the move and providing my new coordinates. I was assured (on several occasions) that the service would be transferred seamlessly and that I should not worry. Essentially, all I would have to do was plug my cable modem and my VoIP gateway/terminal in and everything would work fine. Well, not so... what I found was a deactivated cable connection!
So, again, I called CIA to attempt to get this fixed. I was told that it would be fixed in a few days. 3 weeks passed by during which I had neither an internet connection nor a phone line. Finally, after many failed attempts, I decided that I had had enough so I managed to get a hold of a manager and gave him an earful. After a few back and forth telephone calls with this manager, I was told that my connection would be back up within the next 24 hrs. This, of course, did not happen. But, it did come back in the following 72 hours. So finally, I was back up and running.
All was well until mid September when my phone line just stopped working! (I then find out with my bank that CIA decided to withdraw an extra $96.00 from my account and that the transaction was declined).
At this point in time, it is almost impossible to get a live person on CIA's help desk line, regardless of the time of day you call. Usually, you get an answering service that tells you to call again later! When you do get through, wait times of up to 2 1/2 hours are not uncommon! So, finally I managed to get a hold of their tech support, only to be told that it was "normal" that my VoIP service had been disconnected, since the payment had been denied! Apparently, it is their internal policy to simply cut a customer's service without informing him whatsoever! I was further informed that the request to re-enable my VoIP service was "with a VoIP engineer" and that it would be reconnected whenever this person got to it. As I had come to expect, another 3 weeks went by so I finally gave up and switched my service back to Primus VoIP!
Now with Primus, I still wanted to resolve the above mentioned billing issue so I managed to get through to CIA's support and was told to fax proof of the above mentioned declined transaction to their billing department (which I immediately did). Still no answer from them, last week I decided to cancel the remaining CIA service (High Speed Internet) I had entirely.
To this day, I have not yet received a call from anyone at CIA, despite repeated promises and half a dozen case numbers!
Apparently I am not alone - the Canadian Council of Better Business Bureaus has received 29 complaints (not including mine) about this company in the last 36 months!
Hopefully others that take the time to read this review will avoid doing any business with such a lackadaisical and irresponsible outfit.
Cheers,
Ajen
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 Review by john_02
member for 8.3 years, 447 visits, last login: 1.4 years ago
lodged 6.5 years ago
- North York,ON
- $31 per month
- about 4 days
- "Cheap!"
- "Not reliable, lotta down time."
- "Need to improve a lot"
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First of all, my net was down the last whole month. Now they are back online but they are only providing me 5MB downstream while the advertised downstream is 6MB. Tech support is the the worst part. I've gotta stay atleast 45mins to get on hold of a tech guy. Last month when their service was down I had to stay on hold for 3hrs and 56mins.
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 Review by Scoop18
member for 6.8 years, 1153 visits, last login: 4.3 years ago
updated 6.5 years ago
- Ottawa, ON
- $24 per month
- about 7 days
- "Price, Speed"
- "Poor customer service"
- "Good value for the money"
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October 22, 2006. I would not recommend anyone sign up for 3Web. Speeds have been very slow at night since mid September and 3web will not acknowledge that fact. It is also increasingly impossible to get through on their 1-800 number. E-mails go unanswered and when they are answered they say that they cannot guarantee speeds. I am seriously considering taking my business elsewhere. 3Web sucks!
This is the initial review from Aug. 2006:
I've had 3web high speed gold cable internet since March 2006. The Rogers installer phoned me about an hour earlier than the appointment. He called first to confirm it was okay to come over early. The installer ran a line through the false ceiling in my basement and set up the cable modem which 3web had couriered to me. When the modem failed to pick up a signal he got his modem from his truck and determined there was a problem with the main line coming into the house (I have a Bell satellite and do not use cable for TV). He ran a new line from the box at the corner of my backyard to the house and then I had functioning internet. The new line ran across my snow covered backyard until Rogers sent someone to bury the line.
Everything was fine speedwise until the end of May at which time 3web users experienced very slow speeds (slower than dialup at times) for 3 weeks. When I contacted 3web quality assurance they did not hesitate to credit my account for that period.
I would recommend 3web as a cable internet alternative to Rogers. Although customer service is lacking at times they are willing to compensate you by crediting your account for periods when service is not up to par.
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Review by edg4
member for 12 years, 195 visits, last login: 3.4 years ago
lodged 6.6 years ago
- Toronto
- Contract price not specified.
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3web is getting from bad to worse, and it is just impossible to get through to tech support or customer service, you get a message saying you cannot be connected and then it hangs up on you. After I complained about the service including overcharges they retaliated by cutting off the service all together.
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Review by baherho
member for 6.6 years, 2 visits, last login: 320 days ago
lodged 6.6 years ago
- Kanata,ON
- $32 per month
- "Cheap"
- "Bad Service - No Customer Service"
- "BE AWARE"
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3web is becoming 2web maybe even just 1web..
Their service is/was very bad in August/Sep/Oct 2006.. Their customer service is of no use, nobody answers and good luck with email support!
I have no connection for days, and of course it's not only myself, there are a lot of people have the same issue..
I'm thinking seriously to switch to someone else..
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Review by Fernando8
member for 6.6 years, 20 visits, last login: 6 years ago
lodged 6.6 years ago
- Ottawa,ON
- $29 per month
- (month by month)
- "Cant think of any at all"
- "Everything you can think of"
- "Stay far far far away from this garbage"
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I was told I would be getting 6Mbps for my 29.95 per month. I get less then 1Mbps, WHEN IT EVEN WORKS!
I am located in Ottawa, my IP comes from Calgary. How does that make sense?
If you try calling them to complain, or even cancel your account, it just says Please Try Again Later and hangs up. If you ever do make it in line on hold, you wait 3 hours, and most of the time it just hangs up on you before you get to a representative.
STAY Far Far Far away from this garbage company.
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Review by mlebel6
member for 6.8 years, 4 visits, last login: 6.6 years ago
lodged 6.8 years ago
- North York,ON
- $29 per month
- "none"
- "everything"
- "I'm surprised they haven't been shut down!"
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this isp is the worst i've ever seen.
Can't run voip? what is that? i've owned my voip line for the last 3 years and now i can't use it? I DON'T THINK SO! 3Web is out the door!
If i can ever get through to them to cancel my account! after a list of emails sent to them to cancel my account and charges reveresed on my credit card!
they still don't pickup the phone.. and they hang up on you if you dial 0, or wait too long on hold..$^%@#$%
Don't get this isp unless your up for a fight!
M
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Review by james2k
member for 6.8 years, 0 visits, last login: 6.8 years ago
lodged 6.8 years ago
- Vancouver,BC
- $33 per month
- "Cheap"
- "Awful technical support very unreliable"
- "Avoid this budget ISP. Their low rates aren't worth the hassle."
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I live in Vancouver. When 3web works, it's the same as Shaw. Unfortunately, when it breaks, as it often does, you are completely out of luck.
For the first two months of my contract with 3web, I was getting very slow speeds. Their "technical support" didn't have any answers. Finally, after months of slow access, it started working at speeds that they advertised. Who knows what was wrong? 3web certainly didn't.
My connection has now been down for over a week. After 8 calls, two hang ups, and 3.5 hours on hold, I am no closer to getting my connection reestablished. I am canceling my service tomorrow and just signing up with Shaw. I'd rather pay 10$ more a month and get real technical support.
If you live in Vancouver, stay away from 3web. I know we don't have a lot of options here but, as much as it pains me to say it, Shaw and Telus are better choices.
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