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Velcom page on DSLReports
Six Month Rating Unavailable
More reviews are required before ratings can be averaged

Reviews:
bullet 46 reviews (27 good) (14 bad)
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Review by (hidden by request)

  • Location: New York,New York,NY
  • Cost Contract price not specified.
  • Telco party Bell Canada
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I signed up about a week ago for 15/1 DSL and and at this point I have a mixed feeling. The installation went better than expected simply because I

expected screw-ups as with Bell/Primus/Rogers before and nothing like this happened. I was actually surprised because it went smoothly except that I had

to call to get the ID, pass, email etc. which should've been provided upfront by Velcom, but was not a big deal for me. The real service's speed (east

area of Kitchener) ranges from 12-15 down/0.6-0.85 up. I expected better up speeds because I have a VOIP phone and I am still trying to tweak my router

so the phone is not choppy. Billing was correct as well, another big surprise after dealing with Primus for several years - notorious for billing

mistakes. A major negative I have at this point is that the support people have an attitude, which reminds me of some Third World country government

officials, thinking that they have the power over you (I talked to them 4 times getting my credentials, trying to setup the modem, phone etc). So I am

going to give them a try but their support's attitude will be a very strong determining factor of how long I'll stay with them.



(review was emailed from domain velcom.ca)
lodged 1.3 years ago

Comments:

Review by FiReSTaRT See Profile

  • Location: Canada
  • Cost Contract price not specified.
Good "Price"
Bad "Wait times for tech support"
Overall "Meh"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

When we started out, wait times for support were reasonable. First time I needed support in a couple of years, on hold for over 5 hours and counting. I used to work in DSL support so I don't need tech support unless there are issues with the carrier or rented CPE but 5 hours is WAY outta line. Major holiday long weekend and based on the number of callers and support wait times, they got 2, maximum 3 reps manning the phones. Too cheap to hire a decent number of support staff!

member for 4.6 years, 1710 visits, last login: 9 days ago
updated 1.4 years ago

Comments:

Quake110
Premium
join:2003-12-20
Ottawa, ON

Velcom's overage cap

According the Velcom's website, this is the overage cap:
quote:
$0.25c/GB overage. Max of $25.

»www.velcom.ca/moreinfo.htm

FiReSTaRT
Premium
join:2010-02-26
Canada

TY

Thanks for the heads up. I didn't see that on their site and the sales rep didn't know about the cap when I asked.

Review by joseph222 See Profile

  • Location: Le Gardeur,QC
  • Cost Contract price not specified.
Bad "very bad"
Overall "very awful"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

first address my 6M dsl was 1M after 3 months of negotiations ; before that i was off-line and just asked to pay regardless got service or not; VERY RUDE GUYS:

second address: could not connect me at all (bell) technician told me velcom speed will be 500kB instead of 6M 45$ ! even that they could not connect me no reply to my emails saying i still have no service; just bills ; ! just bills then next month another month of bill added while i have no dsl at all; then asked to fix it for another 100$ (while i have no problem) then cancellation fees then one more month n advance,....etc that is all while i did not get dsl even for one minutes ..as usual very rude; i called VIDEOTRON ; case closed SECOND DAY ! 30$ no inst fees ,,, VERY POLITE; i admit i was stupid to think ignorant co like velcom will be cheaper than reputed one like videotron ... by the way videotron 5M but when i meanure it, it is always 5.8M + ! download speed 1M !!!! not 30k like velcom

member for 1.5 years, 0 visits, last login: 1.5 years ago
lodged 1.5 years ago

Comments:

Review by antatar See Profile

  • Location: Ottawa,ON
  • Cost Contract price not specified.
  • Telco party Bell Canada
Good "Not sure"
Bad "Can't get my money back"
Overall "don't waste your time!"
Install Co-ordination:
Tech Support:
Services:
Value for money:

Known about Velcom for many years; recommended them to a bunch of people as reasonable service and reasonable charges.
Was in the area where there was no Bell line, finally got back to Bell and decided to get Velcom again.
Signed up - great. Money came out of the account right away. Sales person took down the wrong contact info. Ok - no problem, let's call back to correct it. Was told to be at my place a week from the signup day, from 9am-6pm for technician to come. Ok, no problem - took a day off work, stayed from 9 to 6 in 4 walls twiddling thumbs, nobody came.
Call to cancel next day - the note from Bell technician said "nobody was available". Was asked if I'd like to reschedule. No thanks - I have better ways to spend my days off. No problem - Velcom will refund your fees.
A month later, still calling to get my money back. There's a handful of responses that I get:
- Dave/Bill/Bob (etc) will be after 4/5/6pm, so call back then.
- Somebody will call you back after 4/5/6pm.
- The money will be in your account by the end of the day/week.

Velcom - give me back my money!!!

I understand it is a small company and the long wait times on the phone. I'm all for supporting the little guys. I understand that Bell technicians short-change Velcom on the service (maybe there's a reason for that?) But I'm just curious how did they survive all those years with such a poor service, when there are so many piranhas in the tank?

Told my neighbour about the fun I've had. She told me that it's 2012 outside and we have fiber in the building from Storm.ca. Was connected the next day. Next day!!! Fiber!!! I sat down, covered my face with my hands and began to cry.

The bottom line is, this service provider is not for the faint of heart. If you sign up with them, you have to prepare yourself for a battle. I thought I was prepared, but I guess I was wrong.

member for 4.1 years, 3 visits, last login: 1.8 years ago
updated 1.8 years ago

Comments:

Review by willemakit See Profile

  • Location: Toronto,ON
  • Cost Contract price not specified.
Pre Sales information:
Install Co-ordination:
Connection reliability:
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Value for money:

I have been a long time (2.5 years) user of Velcom and supporter. I think they have been having problems with implementing new Billing procedures, which has been very frustrating. I had to deal with a problem on there end.

But what has upset me lately is I have DSL 6mbs not that fast and New price was ok at $39.39 A month (Total)... but I have liked DSL because I can normally Count on speed being consistent. For some reason I seem to be constantly dropped, and notice my modem has to reconnect. I bought a new modem and the same thing happened again... my speed has been on average about 3.5mbs down.. which is frustrating.

I read a lot of what people say, I am now making a move over to Distributel cable 18mbs, after asking Velcom if changing to DSL 15mbs would help. they said I would have to pay a $95 set up fee plus cost for the month..... Yikes.... So I went with Distributel for sign up and set up and one month usage $81.00 and then $54 (total for 18mbs cable, Router rental and Tax) I want to see the service before I buy a modem

Not sure but most of the other re sellers have their issues. people seem to love them or hate them. In my long usage over time of almost all of them. most Customer service is not the greatest. and seems after time... there are issues with maintaining speed.

So would I say Velcom is bad? No, I don't think so, but it was time to move to another company to get my speed up and keep a reasonable price. As I said... for some reason things change. and the line just gets messed up, So Instead of going crazy, change ISP's BUT.... I will never go back to those guys at Be** or Rog*** Mistakes can happen..... lines get slow... but....

member for 2 years, 1 visits, last login: 2 years ago
updated 2 years ago

Comments:

Review by (hidden by request)

  • Location: H3T1X
  • Cost: $64 per month
Good "No contract"
Bad "No value at all for what you pay"
Overall "Don't go with it"
Pre Sales information:
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Value for money:

I got subscribed to Velcom dry loop internet on 28 march 2012. Supposed to

be activated on 3 april 2012 which is never realized. I called and chatted with Velcom tech personnel but they are not helpful at all. Basically they would say according to Bell your order is complete (means installation is done). If you want to investigate you have to make a deposit of 90$ to open a repair ticket. bla bla. If Bell says their line has no problem then it must be the problem on your end. Then you have to pay +90$ for

the checking fees. bla bla. I explained I was using Axxx internet not long ago like 5 days before transferring to Velcom dry loop service works very well. The tech personnel repeated same stuff blabla. NEVER Ever will I do business again with this company. I would suggest my friends not go with them.



(review was emailed from domain live.com)
lodged 2.5 years ago

Comments:

alain

@akn.ca

Velcom SUCK

It been a month already and i'm still waiting for a technician to come and install the internet. Whatever you do don't get Velcome once you call their tech support they cant help you and all they can do is email roger and it takes 24 hours for a reply.

I had call Velcom 3 weeks earlier to book a date for technician. 3 weeks later Velcom had the wrong router information therefore the technician couldn't come and thus 1 week was delayed. the following week i am still waiting and their was another error. Velcom gave the wrong address to Roger and therefore the technician couldn't do anything. Now i am still waiting for Internet.

Whatever you do don't go with VELCOM OR YOU WILL REGRET IT!

hey

@akn.ca

velcom sucks

It been a month already and i'm still waiting for a technician to come and install the internet. Whatever you do don't get Velcome once you call their tech support they cant help you and all they can do is email roger and it takes 24 hours for a reply.

I had call Velcom 3 weeks earlier to book a date for technician. 3 weeks later Velcom had the wrong router information therefore the technician couldn't come and thus 1 week was delayed. the following week i am still waiting and their was another error. Velcom gave the wrong address to Roger and therefore the technician couldn't do anything. Now i am still waiting for Internet.

Whatever you do don't go with VELCOM OR YOU WILL REGRET IT!

Review by bayard0 See Profile

  • Location: Woodbridge,ON
  • Cost: $39 per month
  • Install: about 1 days
  • Telco party Bell Canada
Good "Works great 99.9% of the time"
Bad "may drop out once every few months, but that might be related to my cheap modem."
Overall "worth it for the price."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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Value for money:

My Other Reviews

·VMedia
I had Residential 5mb DSL line that was un-capped.
Now they switched it to 6mbit 400gb cap.

can't complain about the service, whenever i had to call, tech support was helpful.
there was one time that the internet was down & when I tried calling them no one would answer.

but besides that the up time is great. and speed is great.

member for 2.7 years, 185 visits, last login: 56 days ago
lodged 2.7 years ago

Comments:






Review by GGT See Profile

  • Location: ottawa
  • Cost: $35 per month
  • Telco party Bell Canada
Good "Great Bang for the Buck"
Bad "Tech Support, Anything you want fixed small or big you pay $100 deposit"
Overall "Teksavvy is a better option for cable and dsl if u want unlimted and better conenction and service!"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I was with them for 1 year and then the last couple of months they changed everything and their internet started to get slower and they tell you that for them to do anything they will charge you which sucks, alot , i have been with them the last 2 months get 1mb when i ususaly get 5mb and their tech support is probably the worst! Their database of sentences is about 5 and you usually get the people when you call their customer service is about 5 people and i know all their voices lol, they also are very rude when you know what your talking about and they dont know what to do! This is my last month and moving on to teksavvy a nice much better upgrade So if you have a service to give u unlimited for a reasonable price but at the same time be able to resits all the problems you will face, i face about 13 random disconnects and etc from them a month and sometimes a week if its an off week! And their hours are very disappointing since most problems faced might happen on weekends and they decided to make u think they are working when you call but once you reach the main line you always get discounnected! When i told them i was leaving its like they didnt care at all, not even a thank you for choosing velcom for a year or etc just a very angry there its done bye. -__- I just need to wait this month out and then im free

member for 3 years, 20 visits, last login: 2.1 years ago
lodged 3 years ago

Comments:

Review by jbiss_ca See Profile

  • Location: Montreal,QC
  • Cost: $40 per month
Good "Competitively priced services"
Bad "Terrible customer support in sales and technical support"
Overall "Be prepared headaches and hours in lost time in order to save a few dollars"
Pre Sales information:
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I have been with Velcom since 2007 and I've really since the company going downhill. Initially the billing department was very nice and helpful and the technical department was adequate. Service on my DSL line was fast and stable, exactly what I was expecting. Over the years, technical support has really gotten worse and don't expect help from them beyond opening a ticket with Bell (which they charge 100$ upfront). The billing department is really bad also, I've had to send copies of my credit card statements to prove I was charged twice and overcharged on separate occasions. It only takes a minute for them to charge you but weeks and a lot of phone call in order to get refunded for their mistakes.

member for 7 years, 535 visits, last login: 4 days ago
updated 3.2 years ago

Comments:

Review by (hidden by request)

  • Location: M8W
  • Cost: $30 per month (month by month)
Good "Price"
Bad "Billed me after I left them. Customer service: no one knows anything"
Overall "Avoid at any cost"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I used their service for more than a year. It wasn't bad at first. Then the
reliability issues appeared, throttling was added (admittedly, not their
fault), and the customer service became a joke.

When my speed dropped from 5 Mbps to 3 Mbps for no reason, I brought that to
their attention. However, In order for them to ask Bell to take a look at it
they wanted a $100 deposit. Refused.
Cancelled my account the next month.
New charge was added to my account WEEKS after I left them (!)
One year later - a call from a collection agency in regards with $100-odd
dollars to cover a dispatch from Bell.

The bills are available only in their system and cannot be accessed by
former customers.
When asked, unwilling to discuss anything. Billing department unavailable
from 11:00 to 15:45 in the middle of the week.

Reported them to CCTS.
If alternatives to Bell-Rogers exist, Velcom is definitely not one of them!
Avoid Velcom like the plague: it has no place in the Canadian telecom
business.

(review was emailed from domain gmail.com)
lodged 3.4 years ago

Comments: