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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 docbill See Profile

  • Location: Stoney Creek,ON
  • Cost: $48 per month
  • Install: about 30 days
  • Telco party Bell Canada
Good "Very low price, with speedy connection, very responsive technical support"
Bad "Obviously they are new at this"
Overall "You could do far worse"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I placed my order shortly after putting in my Velcom cancellation order with Bell Canada. It probably would have been a good idea to wait a month, as clearly they are new to FTTN, and that combined with constantly changing rates made it an interesting process. I put my order, and by the next day the rates had already changed (decreased). I'm not very patient, so after waiting a few days for order confirmation I put in a ticket to check if they had received my order. Then the dialog started. Back and forth, one question at a time, they learned exactly what I wanted. It was pretty much the same information I provided them in the web form. At first I thought they didn't trust their own web form, but later I realized the problem was simply that the FTTN service was so new, and with everything changing almost by the day the sales people preferred just to rebuild the order as if I had never filled out a form.

Eventually, they we set-up an install date, and later they called to confirm. I wasn't happy that the soonest they could install was April 1st, 2013, and my Bell service was terminating on the March 29th, 2013, but I decided I could live with it. At 9:40 on the day of the install my service started working. At 3PM Bell Canada showed up to rewire the outside line. (Apparently I was still on my old dry-loop. Within minutes after Bell left a second person showed up to install the modem. I showed him it was working that was done.

I imagine, as a customer I'm probably Velcom's worst nightmare. With all the negative reviews here I was very nervous and ended up submitting about six tickets in the month waiting for the install. Most are things they probably would have corrected on their own, had I just been patient. In the end though, this is still much better than dealing with Bell...



Now that the service is up and running at 25/7 speeds I'll try not to be a nervous customer and just sit back and enjoy.

- - -

The connection was up for just two days and now it has been down for three days. The modem is acting like it is not plugged into a phone line. Looks like it was a Bell Canada problem. Velcom submitted the ticket with Bell as soon as I called them, and Bell Canada actually came on the weekend to fix the issue. When I was a direct customer with Bell they never came on the weekend to fix problems. If I don't see any more outages in the next month, I'll bump the reliability rating back up.

- - -

Update: 22 May 2013

There was an outage for about 18 hours on the weekend that effected most of there customers. I think they did a reasonable job repairing the problem, but communications was terrible. They did not post any outage information on there website. They ignored the threads in there forum. I could not reach them by phone. They did not respond to my trouble ticket. After 14 hours they finally did post a little information on their facebook page, but that information was not correct. As they blamed the outage on a Bell modem upgrade that started at 6AM, even though the outage started at 2AM. Even people who were not using Bell hardware, were impacted by the outage, so the explanation makes no sense. I don't know if they are covering up incompetence, or simply dumbing down information until it is just plain wrong. Either way, the complaint is not what caused the outage, but the lack of communications with their customers. I hope they do better in the future.

- - - -

Update: 02 January 2014

There have been no further outages since my last report, so I am upping the reliability. Velcom now offers unlimited internet for new customers. For existing customers however, you need to do a re-install to switch. Recently I've been using less than half my bandwidth, so I'll hold off on that extra expense for now.

member for 7.7 years, 189 visits, last login: 4 days ago
updated 210 days ago

Comments:

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 1.1 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:
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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 4.4 years, 1669 visits, last login: 10 days ago
updated 1.2 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:
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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 1.3 years, 0 visits, last login: 1.3 years ago
lodged 1.3 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 3.8 years, 3 visits, last login: 1.6 years ago
updated 1.6 years ago

Comments:

Review by willemakit See Profile

  • Location: Toronto,ON
  • Cost Contract price not specified.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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 1.8 years, 1 visits, last login: 1.8 years ago
updated 1.8 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:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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 2.3 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 2.5 years, 184 visits, last login: 109 days ago
lodged 2.4 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:
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Connection reliability:
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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 2.8 years, 20 visits, last login: 1.8 years ago
lodged 2.8 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 6.8 years, 505 visits, last login: a few minutes ago
updated 3 years ago

Comments: