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 Review by jackr 
UPDATED: 54 days ago
member for 5.7 years, 394 visits, last login: 1 days ago
 Barrie,ON
 $37 per month
 "Fast as Rogers, same cap, same speed, about 20 bucks less."
 "None that I can find so far. I'm not using 3 webs DNS, so everything is the same as before. Accept less money"
 "I'm happy with the service. Hopefully, Roger will boost their speed and we'll see a trickle down"
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First day, and everything went as smooth as pudding. No exceptions. I was on-line about 1/2 hour after Rogers un-provisioned my router, and the speed profile with 3Web/CIA is the same as it was with Rogers, so I can't find any drawbacks. I also had very quick service talking to tech support, so maybe that's changed from the past.
So far. It's been a good experience. My only (minor) complaint is the lack of good solid information on the 3web/CIA site on speeds, price, and how to sign up. It lacks quite a bit, and asks you the customer to imbue them with a lot of trust they're not going to screw everything up.
Followup comments: | Forums » comments on review of 3 Web |
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 Review by Oinktastic
UPDATED: 77 days ago
member for 4.2 years, 423 visits, last login: a few hours ago
Scarborough,ON
$33 per month
 about 7 days
 Bell Canada
"Good price, very little downtime"
"Slowdowns during peak hours"
"Good value, reliable and only alternative to robbers cable in my area"
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Hello everyone,
I have been using 3webXS Cable Gold East, in Scarborough Ontario, since 2005. The plan is 7Mbps/512Kbps and during off-peak times I am able to achieve those speeds on speedtest sites and in actual throughput. During peak hours occasionally it goes more like 1-3Mbps down / 400Kbps up. Unfortunately, lately there has been massive packet loss and higher pings during the evenings. Web pages take many times longer to load during peak hours, browsing is slower and it seems like it struggles to establish connections. I believe this is starting to improve, but time will tell.
When I first signed up, I was seeing a R*gers IP, but 3web have migrated to using more of their own equipment now and I now receive an IP from 3web. The speed was originally 5Mbps/800Kbps back when they were piggy-backing R*gers and the connection was quite stable all around.
The speed of the connection is up and down every few months, sometimes it's good and sometimes frustrating. One of the few complete disconnections (no modem-sync) that I've ever had was when it went out completely once during the evening/night during exam time, and I had to scramble to find a modem and use their free dial-up account, which comes with the highspeed. Thank god that worked, but the timing of that outage was a big inconvenience for me.
The original install went smoothly as I can remember. I think one install date was missed, but eventually, a R*gers guy and his "apprentice" showed up outside my house, unannounced as I remember, and they ran a cable to my house from the pole in freezing temperatures. I was grateful for the work they did in those conditions, but it was a bit painful to watch. I went along for the 'ride' and I know from experience the uncomfort of having to take your gloves off for manual dexterity in subzero weather. The pole which carried the coax to my property had recently been moved due to a complaint from my neighbour and my house hasn't had cable anything in years so they hadn't bothered to re-run the cable back then. They hooked everything up to the box outside and installed a cable TV filter because I don't have cable TV service. When that was all finished, they came inside and made sure that their modem could get a signal from the coax near my computer and we cheered when all the greens light came on. I had already tested the ancient cables running through my walls and connected them properly to bring the signal to my computer. This whole install visit didn't cost me anything, but 3Web had a free installation promotion at the time which I believe took care of that. My actual modem showed up 1-2 days later and synced right away. Unfortunately I'm a tiny bit fuzzy on exact time as it was quite awhile ago now and I didn't bother taking notes. The time from placing the order to syncing my modem was in the range of 5-8 days, but I can't remember precisely.
The service went off a couple times during 2am-5am for scheduled maintenance and a couple times during the migratory period. It also went off once or twice unannounced like I mentioned above. That's when the dial-up account comes in handy. It stays connected for months at a time generally though. The consistency of the speed is the only concern I have right now.
Some services and general notes would be...
Their online live support chat, when I've tried it, has never once been working, but they provide an online form to fill out with your concern/question. E-mails generally get returned, first with an automated message with some keyword-searched generic suggestions and they more often than not follow up within a few days with a real e-mail.
I rarely call their tech-support these days, but in the beginning when I went through the install I encountered their help desk and then maybe several times when there was an outage I decided to call and ask what was up. They went through a period of terribly long on-hold times. I believe it was under 15 minutes last time I called, but I could have been lucky, I'm not sure. Their phone system once put me on hold for 20 minutes and then hung up :-S They have an automated queue which tells you your position in line while you're on hold which is nice I guess. It's not terribly accurate, but it gives a rough approximation.
Overall I've been satisfied enough and hopeful enough that things will get better to stick along for the ride. I went to cable in the first place because my phone lines are over 50 years old and I had trouble with DSL in the past.
Currently using Motorola Surfboard 5100 connected to my Linksys wrt54gs router running dd-wrt. I really appreciate the quality of the modem. I did the rent to own deal they had so it ended up costing about $80 +tx total I believe. If you choose not to buy a modem, you can rent one for $4.95 + tax per month. If you search around you can buy your own modem for a very reasonable price. I found the exact same modem for $10 at a used computer parts place a few months after I bought the new one, but that was a pretty rare find I would think. I bought it and gave it to a friend who I believe is still using it years later.
E-mail accounts are provided and can be accessed through a mail client like Outlook Express or online through mail.3web.com. They say you can have an unlimited number at their domain, but I've only got one at the moment. It seems to be always accessible, but the web interface is a bit simple-looking, though it does do some sorting, spam-filtering and automatic e-mail forwarding. Edit 02/11/09: It was updated recently and they made it a bit nicer and a bit more user-friendly.
The price of the service is decent. I'm paying exactly $32.69/month to 3web for both the Long Distance "Wherever" plan (I'll refer to it as LD from now on) and Cable Internet, including taxes and everything. I signed up for the LD because it shaves $5/month off the price of the internet. The total benefit of using this bundle including the cost of the LD service is to reduce the cost of the service by $2/month because the LD service itself is $3 (flat)/month + the cost of the time you spend calling long distance. The rates they have are fairly competitive and there's a list of their prices on their site. I generally use completely separate calling cards or skype to communicate with people abroad, but if I just dial from my phone, I get a few cents extra on my LD bill for that month. There's also a Long Distance calling card (slightly higher price per minute) that comes with this LD service that I can take around with me that will bill my 3web account when I use it. These charges are on the same page as above.
There was a six month promotion when I first joined so I got my first 6 months for $10 or $15 per month, I don't remember which one it was. There was a strange billing procedure though where they took the entire six month payment upfront and some type of modem deposit and then used that to pay off the first 6 months as well. I had a couple of months where they didn't charge anything because they were using the money they had put on my 3web account already. If I log into my 3web account on their site, I can see my invoices there and they also e-mail me the Long Distance invoice every month. It might be nice to have the invoice for the Internet connection sent there as well. I'll see if I can get that set up. The two charge amounts (1 for internet, one for LD) are actually done at different times during the month it seems, but they both still end up on my credit card bill for the same month.
I guess that's my rant for now. I'll edit it soon with slightly more coherent thoughts. I apologize that it was more like a blog... anyway I hope you Enjoy! :-P
Feel free to contact me with comments or questions. I'll answer them if I can.
Jan 13th 2009. Edit: Speed is good this evening. I am able to surf relatively smoothly and download much quicker than I was able to last week during peak times. Knock on (touch) wood.
Jan 15th 2009. Edit: Spoke too soon :'( 35-40% Packet loss this evening... I had to refresh some pages 3-4 times to get them to load:S
Feb 11th 2009. Edit: Speeds are now bearable in the evenings. Web pages load a bit slower than in off-peak times and videos need to buffer for about 5-10 seconds at times, but mostly, everything's usable. Had one outage a few weeks ago for 2-3 hours around noon. No biggie.
Feb 12th 2009. Edit: It looks like CIA is really moving forward to absorb 3Web's system into their own. I can no longer access the page advertising 3Web's services or find any direct contact info from 3Web support or sales by just searching. I still have access to their "portal" page aka the news, but the 3Web logos are all accompanied or replaced by CIA/Cybersurf logos on the e-mail and billing pages. My e-mail address appears to be now both @3web.com and @cia.com.
May 21st 2009: Tested >6Mbit all day today, even in peak periods. Something good is happening 
Aug 18th 2009: Was really slow recently, especially on weekends. I called in and they said local cable node was congested. I'm not sure because I see the packet loss begin between 209.195.70.90 and 209.195.70.89, which are cybersurf IPs. I'm just saying there's something weird going on there.
They switched me over to DSL, which I'm not enjoying much either. My phone line isn't great. I'm currently on 4032/800 interleave profile and it's still dropping about once a day. I have a feeling Bell could fix me up, but obviously they want to make it painful. To add to that, I'm definitely not getting full speeds out of my current profile and browsing is noticably sluggish during peak hours.
Sep 22nd 2009: Cancelled everything on my 3web/Cybersurf account. I'm going to try another 3rd-party ISP. I will gladly take back the cable connection from 3web if things improve, but I'd rather just have a stable connection right now.
Followup comments:  
Chuck Carlson
@bell.ca
| Rogers will Throttle 3Web silly Rogers has the green light to throttle the cable resellers thus bringing them to their *knees*. This is just what 3Web needs to give them the wake-up call of their life. Har, har, har it couldn't happen to a nicer company. How does 3ThrottledWeb sound? | |
| | | | | tonygets
join:2005-11-10
Scarborough, ON
| Re: Rogers will Throttle 3Web silly When will this happen? i just recently logged speeds of 1000KB/s on bit commet. downloaded 700meg under 15 mins.
Been with them ever since rogers started throttling in my area. All good things will one day come to an end.
DSL is no good in my area. top speed is maybe a 2MegaBit conection in my neighbourhood.
Can anyone recomend any substitues.
Thank you | |
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Oinktastic
join:2005-08-24
Scarborough
 ·TekSavvy Solutions..
 ·3 Web
1 edit | Re: Rogers will Throttle 3Web silly For the most part, I'm content with my 3web service as well and I've had it since 2005. As far as I know there are no other cable internet providers in my area (Scarborough Ontario) besides them and R*gers.
I still frequently receive very good download speeds of ~7Mbit which is where my connection is capped. I have not experienced any throttling and will let everyone here know the minute that I do notice anything like that. | |
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wanderingcat
| Thanks i am also considering to switch to 3web since Rogers is going to increase the price by ~10% !
but seems now 3web's cable internet is only availalbe in the west: »https://www2.cia.com/products/highspeed.html
I entered a Vancouver postcode V6C 3A6, then you have 2 choices, DSL or Cable. But when I entered my home post code (North York), the only choice is DSL. | |
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Oinktastic
join:2005-08-24
Scarborough
·TekSavvy Solutions..
·3 Web
| Re: Thanks It looks like they took down their site which used to show all of their services (www.get3web.com). At least I cannot access it right now. I guess this is part of the takeover by Cybersurf/CIA. They're putting everything under their own website - cia.com
3Web's phone number used to be 1-866-Get3web, but if that's no longer active, you should try 1-877-7-GET-CIA. They should be able to give you some answers and I THINK you would probably be dealing directly with CIA now since they're taking over. I'm not 100% on this one yet though, but that's what it looks like.
It's possible that they don't serve North York at this time. If that's the case, there are tons of great and inexpensive reseller DSL companies that you can try (if your phone lines are in good order). Wireless may be an option as well, depending on your latency needs.
I do not know of any other cable resellers in the GTA. If anyone does, let me know. If you'd like a list of ~30/month DSL providers, I know of quite a few and you can find them by searching dslreports.com or most are listed on canadianisp.ca. I find these smaller providers are often more client-friendly than the big guys in general. Unfortunately, they have to go through the big guys to get service to you. | |
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Review by jyeung
UPDATED: 291 days ago
member for 5.6 years, 408 visits, last login: 24 days ago
Toronto,ON
$29 per month
"Excellent pricing, decent speeds"
"Non-existant customer service"
"Use 3Web/CIA if you want to take risks. Otherwise, if you're looking for support, stay away."
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UPDATE: I cancelled CIA in 2007 and have resigned up with them February 2009 to test the waters (again). My impressions and review so far is posted here:
»Review of Cybersurf Corporation by jyeung
==============================================================
I signed up with 3Web/CIA in September. Initial installation was not well coordinated - I did not receive an email with order and modem shipment details until approximately 3 weeks after order date.
After I received the modem, everything was smooth as my area was using Rogers. Customer support, however, was a nightmare. Their phone system was a mess (it's better now) and the wait times to talk with a tech were LONG (5-6 hours sometimes).
More recently, on 22 November 2006, Cybersurf/CIA switched from the Rogers network back into their own network. The process was again not well completed, causing my internet to be disconnected for 2.5 days, although I must say this was more likely the fault of Rogers than of CIA directly. Trying to reach support during these times were impossible - I spent 5 hours and 33 minutes on the phone waiting to talk to a technician. However, the technician was very quick and took down my details to submit to Rogers for a repair.
My internet was restored the morning of 24 November, and speeds have been OK so far - but slower than when I was on the Rogers network. I'm getting 5Mbps instead the advertised 6Mbps...but I can live with that. Now if they can get their support to be better, all would be good. Until then, those who need even the slightest hand holding, stay away.
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Review by LMP
UPDATED: 1 year ago
member for 2.1 years, 11 visits, last login: 197 days ago
Chicoutimi,QC
$25 per month
about 7 days
Bell Canada
"Good speed, good price, no contract"
"No explanation when things go bad - outages, slowdowns"
".. do it yourself..."
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Was with them with dial-up for years before. Switched to DSL HS Gold in 2006. Checked with them first for compatibility of a Modem I had and got incorrect info. Bought another modem locally (10$, 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.
My son went with them too 4 months ago (June 2008)....and all is OK.
However, as another relative wanted to subscribe also but only for a year or two, I contacted 3web twice (2 months ago) to inquire about " how to terminate service"; never got an answer...
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Review by UofT23
UPDATED: 1 year ago
member for 1.3 years, 99 visits, last login: 12 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: 1.1 years ago
member for 5.2 years, 232 visits, last login: 281 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 navin2004
Posted: 1.3 years ago
member for 3.5 years, 46 visits, last login: 1.3 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"
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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 troll
UPDATED: 2.2 years ago
member for 7.7 years, 164 visits, last login: 6 days ago
N6E
$25 per month
Bell Canada
"5 meg unlimited pop address"
"poor support ,, no web host"
"worth the money"
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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 mayoni
Posted: 2.6 years ago
member for 2.7 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"
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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: 2.7 years ago
member for 2.8 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"
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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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