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Review by fizikz 
member for 259 days, 43 visits, last login: 2 days ago
updated 2 days ago
 undisclosed location
 $37 per month "Technically knowledgeable employees, reasonable packages and prices, no billing nightmares like Bell" "Pings could be better on basic DSL service, good on cable" "Reliable, hassle-free ISP with fair pricing"
| Pre Sales information:
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(ratings match consensus)
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EDIT 2013/05/21: My experience with ElectronicBox keeps improving. There were some DSL issues which caused me to lose internet connectivity about a month ago, and the tech support (Andre) was extremely helpful in troubleshooting. They even offered to test our modem at their office to make sure the problem was not on my end. This kind of service is worth paying for. In the end a Bell technician came to our premises and installed a new phone/DSL filter at the demarcation point. Also, since my previous reviews, the pings improved somewhat to around 25ms and remained stable.
Finally, I decided to switch to cable to avoid paying dryloop fees, since my plan is to switch to VoIP (probably voip.ms or anveo) and leave Bell and the landlines for good. The installation fee of $50 was a bit annoying (the technician spent maybe 20 minutes on the super easy installation that I could have done myself), but at least this means I won't have any more issues due to the phone line infrastructure.
The installation was seamless for me and about 20 minutes after the physical cable installation, the internet connection was up and functioning. I made sure the DSL service was not disconnected until a few days after the cable installation, in case there were any delays or technical issues. Fortunately, there were absolutely no issues.
With the 10/1.5 Mbps cable service, the download bandwidth is effectively double that of the 6Mbps DSL service, and the upload is triple, which should allow good quality when using VoIP. Also, the pings are about 10-15ms now.All of this comes at only $3 more per month compared to the DSL service, and I don't need to worry about dry loop fees.
I should also mention that the wait times for reaching customer service have dramatically improved since I first signed up, from an almost guaranteed 30 minute wait before down to maybe 2-5 minutes now. I'm very happy with the helpful customer service, the reliable internet service, and the complete lack of Bell-style billing revisions and hassles!
The only change I would like to see is for the free bandwidth usage time (2AM-2PM) to be offered for cable internet service too, just like it is for DSL.
In view of this experience, I'm changing my rating to 5/5. I intend to stay a customer as long as the good service and competitive pricing remain.
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EDIT 2012/10/16 : After having this service for 2 months now, I have decided to update my review and ratings of Ebox. Since the initial interleaved profile issue has been resolved, the connection has been quite stable. I have only noticed one dropped connection (verified with another Ebox DSL subscriber) for about 10 minutes. The reliability has been better than it was with Bell, so I'm happy. I hope the drops will keep to a minimum. The only complaint I have is regarding the pings, which remain at 25-40ms in speedtests to Ebox's server. If the pings were improved, this service would be great.
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We switched from Bell's 10Mbps (Fibe 10) service because of their billing department's gimmicks of regularly overcharging and not keeping their word on negotiated agreements. Also, the usage caps with Bell (75GB and then 115GB) were too low for our needs. Aside from these issues, Bell's internet service was actually very good. We're quite close to the CO, got great pings (often in the single digits), and we were often put on a higher bandwidth profile than we were paying for.
Calling Ebox for information when shopping around was reassuring as the CSR was knowledgeable and patient. The only trouble was that they often have long wait times (15-30min+). It would be nice if they had 24/7 service, but their hours are longer than business hours, so it is sufficient for me.
When we made the decision to sign up with Ebox, they processed things fairly smoothly, but I would have preferred if they would have given more detailed instruction about what hardware was needed (I already knew about it and had the modem, but they never checked with me), the process of how the switch would occur (on the date of the switch, we did not realize when the switch happened since Bell did not cut us off and Ebox did not inform that the switch had happened), etc.
We opted for the 6Mbps DSL service with 250GB data usage cap for $33.95/month. One big reason to go with this option was because there is no installation fee for this package, which others have ($75+). Those installation fees are a major obstacle since they significantly reduce or eliminate any potential savings from switching ISPs.
The switch was not without hiccups. The first few days were great as we were put on a 7Mbps profile instead of the 6Mbps. Pings, however, were rather high around 30ms. A few days to a week later, speeds really dropped, as we were for some reason put on an interleaved profile. Speedtest showed around 3Mbps and pings around 60-80ms at best. I called in and over the next week we got it put on a regular, non-interleaved 6Mbps profile. Nobody was sure why we were switched to the error-correcting interleaved profile, since our line stats are very good. In the end it was sorted out and the service is now stable (no drops, etc), but the big disappointment is the bad pings. We now get between 25-40ms, usually 30+. Considering we always had great pings with Bell, and that we have good line stats, I don't see why the pings are bad.
The internet is fine for regular use, although it does feel a bit sluggish in loading webpages, Youtube videos, etc, more so than I would expect for a 6Mbps connection. Those who game find it borderline unacceptable since in games, the pings are around 100ms or more, whereas for the same situations with Bell it used to be around 40-60ms.
I did talk to technical support about this, but after great lengths, they basically said there is nothing they can do about the pings, and suggested that this is normal (despite single digit pings with Bell just days before). The only other option offered was to upgrade to a faster package (and pay installation fees). The CSR also smugly mentioned the many positive reviews of Ebox and said if I didn't like it I could switch to another ISP. Even with the strong reputation that Ebox has garnered, I'm not fond of the smugness and fanboyism.
I realize many people have a very positive experience with Ebox, and I based my decision in part on the strongly positive reviews regarding customer service, reliability and quality. Several other reviews mentioned speeds and pings, but failed to give actual values. I realize that with faster internet speeds, the pings might be better, since they are using fiber optics (to the node). However, considering that I have had DSL service with good pings with Bell over many years in the past (1, 3, 5, 7, 10 Mbps), and that the same infrastructure is being used now with Ebox, I would have expected to have similarly good results.
If the pings were below 20ms, I would be quite happy with Ebox and would likely stay with them for the long haul. As it stands, I will be keeping my eyes open for other options. At least there are no contracts.
Comments:
 | | Bad pings... You compare a fibe service with legacy service... FTTN have much better ping time because it's using fiber from the slam or central office of Bell that is much faster... For a legacy service, you still using coopers line much of the way. What may make a big difference on latency...
I didn't have access to much information, so if you can give me your account on PM, I would be able to look at your case... That my last day here so if you can send me message ASAP. I finish at 5... | |
| | GuiGQc
join:2012-02-22
Gatineau, QC Reviews:
 ·ELECTRONICBOX
| Re: Bad pings... I'll have to agree with seb here. You're not even comparing the same product. It would be like comparing it do Dial-up, or to stay with the same speed: 3G.
You'll get pings a lot higher on 3G than on DSL et cable Internet.
I don't find it very nice to come and ruin eBox reviews just because you didn't do you research before switching. Their service is perfect considering the infrastructure they're using! | |
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| Re: Bad pings... GuiGQc, I am comparing many years of Bell service, even before FTTN, to Ebox's current 6Mbps DSL service. If anything, the service should have improved, to the extent possible by this technology. At the very least, it should be the same.
Instead of arguing, I think a more useful approach would be to see what kind of pings other people on the 6Mbps service are getting, regardless of the ISPs. What is the minimum latency achieved?
As for my review, I think it is quite fair. I am not "ruining" Ebox reviews; I'm simply telling it as it is. I have shared my experience with Ebox, and I have given both the good and the bad points in my review. I would have appreciated a similarly detailed review with numbers before making my decision. If they manage to fix the ping issues, I will only be glad to update my review. I'm glad Ebox has worked out for you, but please keep the fanboyism to yourself and try to stay objective. | |
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1 edit | I realize that with FTTN the pings should be better, and I mentioned that in my review. However, even aside from that, I used to get better pings with Bell long before FTTN was introduced. As I mentioned, I've had Bell for a long time and even with 5Mbps several years back, pings were much better in games. In addition, although it is pretty subjective, I felt that webpages loaded more promptly before, but perhaps that is just another manifestation of the same ping issue.
I appreciate you taking the time to reply to my review. I have sent you a PM with my info. If the pings can be improved, I'll be happy to edit my review accordingly. | |
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·ELECTRONICBOX
 ·voip.ms
| Very good service If your ping is between 25-40ms you still on interleaved profile. Also with DLS you need to have very good interior cabling and maybe Bell but you on a CO further than before just because you are with an independent ISP.
Just switch to Ebox cable access like I did and you will get at least 8 to 10Mbps with good ping. My ping to www.electronicbox.net is average 11ms. | |
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| Re: Very good service Is there a way to be sure whether I'm on an interleaved profile or not? The modem information and Ebox employees both indicate I'm on a regular, non-interleaved profile (bandwidth: 6016/800kbps (down/up)). I also know someone else who switched to Ebox's 6Mbps service and they get identical bandwidth and ping results to mine, even though they have significantly worse line stats.
I'm quite certain that the cabling is not the issue since I had good pings with Bell immediately before switching to Ebox.
Would/could Bell really put me on a further CO? That would be playing dirty, and it would make switching to third party ISPs a risky proposition for the client. In any case, with the line attenuation at 6dB (down), I'm less than 0.5km away from the CO.
I would consider switching to cable in the future, but right now I don't need it and don't want to pay the higher monthly cost and the installation fees when I know my DSL cabling is fine. The package specs and price of the 6Mbps service suit my needs, and I should not have to get a faster, more expensive service that I don't need, just to get reasonable pings. | |
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1 edit | Re: Very good service Thanks. I had come across that site before and used that calculator. For 6dB downstream attenuation, it gives an approximate line length of 0.4km. | |
| | | | | | | Re: Very good service How do I find the CO distance from my home... I been dealing with Videotron for about 4 months since one of the tech change something on the pole my cable modem keep disconnecting... they even change to for the G15 and same result I am now shopping for DSL to get out of Videotron but I run VOIP with a dry line so need good response time. | |
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| Re: Very good service I'm not sure that you can find the distance to the CO without actually subscribing for and being connected with a DSL service, since it may not be obvious how the lines are laid in your neighborhood and to which CO you'll be connected.
Maybe Bell *might* be able to give you a guesstimate, or you could ask a neighbor if they use DSL. | |
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Review by murraysontour
(review was emailed from domain gmail.com)
lodged 30 days ago
- H9S5T
- $43 per month
- "Service, value, reliability"
- "Great service and support for medium to high users"
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We moved from Videotron to Electronic Box a year ago, as the cap on Videotron was only 50GB and expensive to go over. The service from electronic box was excellent, the value very good, the only issue at the beginning was a splitter required for the landline. Well worthwhile for us to move as we now only stream from the Internet and dropped TV altogether.
With lower prices, higher speed and excellent service I would highly recommend them. (The service at Videotron was also good we found ).
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Review by markf
member for 5.3 years, 777 visits, last login: a few hours ago
updated 38 days ago
- Burlington,ON
- Contract price not specified.
- "Reliable, affordable connection, good tech support"
- "Installation headaches"
- "Good reliable ISP, however be prepared for an installation nightmare"
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I have two 25/10 DSL dryloop accounts with Electronic Box. The first account was active about 6 weeks ago at a rental address, the second has been active for just a week at my home.
My tenants were having reliability issues and slow downs with the previous ISP,. Ebox had great rates, no dry loop fee, so I ordered the service. The 12:30 - 9 pm install window was a juggling act, but we arranged it and the techs both came and went. The service wasn't up to speed when the tech left and by the next morning there was no internet at all (the previous dry loop was active until the next day). After talking to tech support we were able to determine that Bell had switched the pairs (the pair with live Internet was the pair that was not hooked up at the POTS splitter). Because the inside wiring was all over the place, I just switched the wiring at the demarc (not a fun task in the middle of February when the demarc is close to the roof line of a bungalow). Got the service working so I didn't have to schedule another day of waiting for a tech to show up.
The service is now reliable with no issues, so overall I was satisfied. I ordered an account for my house because I was happy with things.
For my home installation, the Bell tech arrived early, did their thing outside and the service was up and active before the Telecon tech even arrived. I was getting 25/7, but figured the next tech would get me up to full speed. She arrived after 8 pm, did some minor work on the wiring, but never even tested speeds. I mentioned that I was only getting 25/7 and she said that's probably the max you'll get, have a good night.
I wasn't so sure about this, so a couple of days later I checked at the demarc. At the demarc I was up to 25/9.5. I called into tech support and they said with the installation warranty, I should get the same speed in the house as at the demarc, so they scheduled a tech to come in.
I was home all day for the tech, yet no one showed up. They called my cell phone at 8:34 pm then at 8:56 pm, yet no one knocked on my door. I escalated the situation to upper management at Ebox, yet when tech support called all they could offer me was another 1 - 9 pm window despite the incompetence of their techs (I know third party, but they hire them. In this case Bell did their job right the first time).
So overall for two accounts, I would have had to take 5 half days off work to get two internet accounts working. If I was working at this time I would consider that completely unacceptable.
I have found Ebox to be a good company to deal with for the most part, however the installation process is a mess. The internet has been reliable (even though the upload is slower than it should be). The unlimited windows are excellent (2 am - 2 pm).
I would hope that they can improve the install process. Once is excusable, twice is the beginning of a pattern. I hope they are successful, however if I were to have to deal with this again, I would probably be done with them.
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Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 48 days ago
- Quebec,QC
- Contract price not specified.
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Ce sondage devrait être offert en français! Le service en français, par téléphone, est très bon, mais le site Internet et les courriels envoyés sont souvent écrits dans un français assez boîteux. C'est un aspect à améliorer!
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 Review by vitesse
member for 10.4 years, 1619 visits, last login: a few hours ago
updated 55 days ago
- Saint-Jean-Sur-Richelieu,QC
- $54 per month
 about 6 days- "Great price, good service"
- "still have to find one"
- "One of the best cable ISP in quebec"
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The price is unbeatable, for where I live (Quebec, Canada)
The technical support is great and they have a presence here at DSLR
The installation has been sooner than expected.
The speed is really what they advertise (60mbps / 3mbps) Far from the UP TO from the outdated Bell Network.
I had an independent installator who's is Videotron affiliated. The work has been professional and everything was great. I have nothing bad to say about him.
I have buy a DCM475 and gone to the ISP Office to get it. something I maid for the last time in 1994 
They only offer 250gb options with the 60mbps. You can buy up to 4 bloc of 75gb for 5$ each.
This is an upgrade from my Teksavvy connection. Hope they won't become Teksavvy 2.0
Edit: September 2012
So far they are fairly reliable. They had some slowdown on the evening this summer, but they always worked hard to do appropriate correction. I would recommend them to anyone.
Edit: December 2012
I since installed them to many friends and relative. They are still reliable with only few drop in speed from time to time, nothing to worries about. I use them at two Commercial building and its a smooth ride. They are still focused on customer satisfaction. I still Highly recommend them to anyone.
Edit: February 2013
The upload speed have been upgraded to 10mbps. The upload on Cable is now 2.4x faster than download on DSL network and 15x faster than the DSL upload speed.
Comments:
| | 300 Mb or average Yes, my only concern with EB is 250 G cap. If they rasise it to 300-350 or average 2-3 months, then it would be great, and I jump in right away. | |
| | vitesse
join:2002-12-17
Saint-Jean-Sur-Richelieu, QC | Re: 300 Mb or average The customer service is 100 times better than TSI. this ain't comparable. | |
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Review by (hidden by request)
(review was emailed in)
lodged 55 days ago
- Montreal,QC
- Contract price not specified.
- "great provider with a very good customer"
- "none"
- "Would definitely recommend to friends"
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A great provider with a very good customer service that completely meets our expectations. Would definitely recommend to friends/others
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Review by rageon
member for 56 days, 0 visits, last login: 56 days ago
lodged 56 days ago
- Montreal,QC
- $46 per month
- about 9 days
- "Fast + Cheap"
- "None so far"
- "Fast + Cheap"
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Ordered cable service at 20 Mbs for 39.95 + tax, 150 GB download. Great price for the speed. Bought a Thomson Docsis 3.0 cable modem through them as well, decent price at $100 + $15 shipping, arrived in 2-3 days. $50 for the cable installation which was able to be done on a Saturday. Videotron handles the installation and sends a voice message to let you know when the technician will be there which is nice. All in all the upfront costs for the installation and modem will pay for themselves over time compared to the price offered by other companies (i.e Bell). Very satisfied with the service.
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Review by TommyNTNguye
member for 57 days, 0 visits, last login: 57 days ago
lodged 57 days ago
- Montreal,QC
- Contract price not specified.
- "Quelques problèmes de connexion mais dans l'ensemble, je suis satisfait."
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Speed Extreme 30 - 250GB
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Review by tanikia
member for 57 days, 0 visits, last login: 57 days ago
updated 57 days ago
- Deux-Montagnes,QC
- $37 per month
- about 14 days
- "The price"
- "the time I waited on the phone (1h30!) to talk with seomeone of the customer service department."
- "Well I try not to have to call your service line...but the price is excellent."
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Currently I am using you Internet cable connection (High speed at 31,95 + tx). The install process lasted 2 weeks from the moment I call and the installation which for me was a little long. I decided to purchase the modem on my own because you shipping price is too high and since I live on the North shore (St-Eustache), your pickup office was definitely too far for me and by buying it myself (Motorola SB5101N ), I have saved a lot of money!.
As mentioned above, you would need to improve your customer service for future consumers who calls in order to have information. Because I have called several times in order to ask some questions and every time I've waited at least 30 min and the max was (1h30). The person to whom I talk actually excuse himself in the behalf of your company for the waiting time.
Plus, I think we should be able to pay you by check or directly from my bank account. I don't like to give away my credit card number with all the fraudulent activities going on now days and I am not the only one. This is one of the main reason that I hesitated before doing business with your company.
Your should also increase the clarity of your invoice.
Comments:
| | you can pay via online banking Hello after reading your review and being a customer of theres for over a year now I would like to point a few things to you. First of all you can make online banking with them as they are registered with almost every bank in canada, the only thing is they require for the first 6 months of your service to be on a preauthorized plan after these six months you can remove yourself from this no questions asked on there end. As for the wait times this is a bit normal in order to keep the lowest prices availlable they cannot hire as many agents as Bell or Videotron could and there for cannot give the same time limits as you get from a bigger isp. Give them a few months and you will be glad you have changed to them you will have saved lots of money in the long run. | |
| |  diskaceElectronic Box CEOPremium,VIP
join:2002-02-21 | Re: you can pay via online banking Thanks for your feedback. Actually we adressed the wait time drastically for customer service and pre-sales over the past 2 months. We literally doubled our staff and hired an HR specialist to make sure we have enough staff at all time.
Average wait time for the month of march was less than 2 minutes.
We're still working on the support department. It's a little longer to train staff there and make sure they understand what they do.
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Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX | |
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Review by neyp
member for 62 days, 1 visits, last login: 58 days ago
updated 58 days ago
- Montreal,QC
- Contract price not specified.
- about 21 days
- "A bit better than advertised speeds, stable"
- "Nothing so far"
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Never had to call: ordered via the site and asked some questions via email. Great customer service, no copy-paste replies. Picked up the cable modem at their office.
PN23
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