how-to block ads
|
»next review in page
Review by kayonits 
Posted: 1.3 years ago
member for 1.3 years, 0 visits, last login: 1.3 years ago
 North York,ON
 $38 per month
 about 5 days
 Bell Canada
 "Initially (Summer of 2007) the service was very reliable - constant 5Mbps and VERY little downtime"
 "VERY poor technical support. Many recent outages and interruptions in service. Unreliable."
 "Time to move on... if looking for a new provider - avoid these guys!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
We initially switched to velcom from Rogers Highspeed Extreme (8Mbps). It was a trade-off, slower overall speed, but initially velcom was providing a reliable 5Mbps service for about $20/mo less. Tech support was a bit of an issue from day 1 (not very helpful). But as there really were not many problems the first few months, it wasn't much of an issue.
In the past 9 months, we've incurred well over a dozen outages, plus additional service interruptions, and maintenace being scheduled during business hours (9am-5pm). They generally send out a notification the same day or a day before.
It's really unfortunate, Velcom had a great reputation as a reliable provider that offered true uncapped service. In the beginning, I would have said that their value for the money was great - however when you factor in the headaches with their tech support, the spotty service, and the (now regular) outages and inconsistent download speeds.... even though the service is still uncapped, and from a price point is very reasonable - at the end of the day, a reasonable price just doesn't make up for the instability, spotty service and lousy tech support. Time to move on.... I would appreciate any suggestions... we've been considering Teksavvy, but have begun to hear that they aren't as reliable or reasonable as they once were either.... :-( I'd hate to end up back with Rogers, or end up with Bell.... surely there must be a RELIABLE provider out there that offers uncapped service....????
Followup comments:  velcomrob
Premium
join:2006-11-28
Brampton, ON
| reply I apologize for any problems you may been having. Our only previous outage was our first migration between two Bell's circuits. Beyond that our network has been pretty stable.
I'm not sure what sort of outages you have been experiencing, they could be related to line problems. This most recent migration we are performing is to improve overall performance and capacity. Also there will be serveral other changes ocurring here in the next few months internally.
If you'd like to hear more please hit me up at rob(@)velcom.com,, or if you need any sort of assistance. Hate to see you leave us. | |
| | 
Vince M
@bell.ca | Re: reply Wouldn't be a problem with Vince M on ur team! | |
| | | |
| Forums » comments on review of Velcom |
 | »next review in page (previous review)
Review by cs982005
UPDATED: 1.4 years ago
member for 1.4 years, 9 visits, last login: 1.3 years ago
Brampton,ON
$37 per month (month by month)
Bell Canada
"good value, short wait for techsupport line, occasionally helpful staff"
"they have not yet successfully enabled my service"
"remains to be seen - but so far a very painful experience"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
UPDATE: after giving up on Velcom ever calling me back, I decided to get my hands dirty and do some experimentation on my own. I found that the connection works outside at the demarc (modem connects right away). I then went to the basement and examined the wiring work the tech they sent made and found that one of the wires was broken and barely making contact with the wire coming from outside. I re-spliced it and hooked them together and now it connects. I have updated the scores I gave to reflect their failure to ever call me back and the poor job the tech they sent did (I realize that he is Bell's, but I am a customer of Velcom and thus from my perspective it is their responsibility to provide proper service as they are the ones receiving my money every month).
I write this review while being extremely disappointed and hoping that someone from Velcom might read it and decide to do something about it. I have been a customer of Rogers for several years (in a rental apartment first, and for 18 months now in my house).
I never had issues with Rogers except perhaps a single outage every 6 months or so when they are performing maintenance and only for a couple of hours each. However, once they began using traffic shaping, port blocking, and bandwidth capping I decided that it is time to be freed from their clutches.
Based on the reports I saw here, I was final on either Velcom or Teksavvy. However I chose Velcom due to their good dry loop service offering. I called them about a 3 or 4 weeks ago and made the order. They said they'll have a tech come over and wire me up (as I did not have a land line whatsoever initially). I emphasize this because it was VELCOM who wired my house, not me.
The tech showed up no earlier than one day before the actual activation day, he made a phone jack for me to use with my modem and proceeded to wire it down to the basement (and out to the demarcation). He made no attempt to even unpack the modem they sent me and thus never showed me that I have service. He packed up and left.
This was the beginning of my pain:
1. First, the modem would not connect. So I called and they claimed that Bell has not activated the line yet.
2. Next day they said that line was activated already 2 days ago (i.e. prior to when they claimed that it was NOT YET activated - proof that whomever I spoke to that day was simply providing bogus info)
3. Then they claimed that the line IS active BUT admitted that they can see massive sync issues and will send a tech the next day to investigate.
4. Tech never showed up or called at all (there were people at home at all times)
5. Upon ME calling, they checked with Bell and Bell claimed that they were not informed of any need to send a tech beforehand!!!!
6. Then they gave me another appointment that was never met!
7. They then sent a tech yet another day later, who showed up, never even came into the house (and downright refused to do so), simply said that there is only a max of 3Mb sync at the demarc, and then claimed that he is HE IS NOT EVEN A TECH AND HAS NOTHING TO DO WITH THIS. That was yesterday July 9th.
8. I thus called Velcom to complain about that, and after trying to pass the buck, they promised to call me back and NEVER DID.
9. I then called them for the last time prior to writing this review, explained the whole situation, was informed that they are not responsible for the wiring in my house (even though THEY installed it) and that I should call Bell to complain (which I find ridiculous, given that I am a VELCOM customer, not Bell, and should only be contacting Velcom for support). I asked to speak to a supervisor, a request they downright REFUSED to fulfill until I made it clear that this is the only way to proceed, they then handed me to someone who simply reiterated what the agent said and provided no further insight. At which point I ran out of patience, gave him the option of either getting things right, or provide me with a full refund and cancel the service, and asked to call me back with their decision.
In light of all this, it is difficult for me to recommend Velcom's service to anyone, knowing that at the first sign of trouble they will attempt to pass the buck. I work in tech support myself and I know that when there is an issue with a service I provide (even if I am simply selling it, and in reality getting it from a 3rd party) then supporting it is MY responsibility - as the client has no direct contact with the 3rd party.
I hope that someone from Velcom (possibly the gentleman everyone has been praising so far, Matthew) will read this and attempt to get things right. I am surrounded by a very large group of techies at my workplace who would love to move to a tech-friendly service that doesn't block ports or throttle traffic and I assure you, they will all hear about the outcome of this experience. So far, Teksavvy appears to be the superior option.
Followup comments: | Forums » comments on review of Velcom |
| »next review in page (previous review)
Review by gigi6ro0
Posted: 1.4 years ago
member for 5.1 years, 3 visits, last login: 1.1 years ago
North York,ON
Contract price not specified.
about 4 days
"reliable speed and service"
"so far so good"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I’ve been with Rogers and Bell for 4 years and I had a lot of bad experiences with them.
I’ve switched to Velcom 2 days ago (then my agreement with bell expired) and I’m very happy that I did it. The service was up and running in 4 day, time required by bell to set up my dry-loop and less them 5 min over the phone with Velcom to get my user and password and set up my router. I’ve start testing them, 20GB downloaded in the first day and 10GB in the second, the speed is very good, 350-450KB/s, most of the time over 400KB/s.
There is a small issue about the modem: then I’ve subscribed and paid it they didn’t tell me that it is a used one and I didn’t asked, because I’ve expected a new one with full warranty. I’ve called them and they agreed to reimburse me once my new modem will arrive.
I’ll be back at the end of the first month with an update.
Followup comments: | Forums » comments on review of Velcom |
| »next review in page (previous review)
Review by cheungr168
UPDATED: 1.4 years ago
member for 1.4 years, 4 visits, last login: 99 days ago
Scarborough,ON
$34 per month
"Well, they are OK when you have no problem!"
"Always problem with installation !"
"Choose other ISP!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I am Velcom users for about a yr. It tooks me almost a month to setup my internet with them a yr ago. I didn't feel that bad at that time because I still have my Rogers account running before Velcom was running fine.
About half a month ago, I would like to change my DSL line to Dry DSL because I would like to use VOIP instead of regular phone line. I wrote to tech support and asked them if I would like to change from dsl to dry dsl. Would I have the internet service down. The tech support wrote me back and told me as long as my phone line is active, it won't affect my internet service. I can disconnect my phone line after the dry loop run smoothly. So I told them to change from dsl to dry dsl.
Velcom charged me in a light speed! They charged me at the end of May. My DSL service disconnected on June 2. Right now is June 18. My internet service is still down! Velcom kept telling me it is Bell 's problem and they cannot do anything!
Velcom told me Bell visited my apartment 3 times! Someone did show up on the first time. He told me as long as the switch turned on at Bell main site, my internet would be working. Of course not. So I arranged with Velcom to let Bell visited me the 2nd time. I told them I would be available after 5:30pm. So Velcom tech support told me Bell guy would come to visit me to check the problem after 5:30pm. That bell guy actually came b4 5:00pm and of course no one at home. The Bell guy left a paper and told me that everything was running fine. Of course, it was not! The Bell guys suppose to come yesterday! Even worst, no show no call! Call the Velcom tech support and ask them what was going on! They told me they will check with Bell and get back to me. Well, the "Velcom tech support" did n't call me back!
Well, I know it is Bell's problem but Velcom is also a mess too! The time is totally mess up! The tech support told me wrong info! The tech support would not help to push the bell. Every visit of Bell need to wait for a week even it is bell 's fault.
I appreciate the way they talk! They are very good to explain things. But when there are problems, they only say they will fix it! Problem still not fix!!
Ricky
Followup comments: | Forums » comments on review of Velcom |
| »next review in page (previous review)
 Review by Quake110
UPDATED: 1.4 years ago
member for 5.9 years, 2639 visits, last login: a few hours ago
Ottawa, ON
$31 per month
Bell Canada
"Extremely good customer service, not bittorrent throttling, they ALLOW servers ;)"
"hmm... can't think of any..."
"One of the best DSL ISPs"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Update: 06-13-2008: Still happy with them after almost a year, no problems. They reply quickly to my inquiries.
When I first called them, they answered all my questions regarding the ISP, plus they even informed me of a special deal of $26.99 that I didn't know about.
At first, when my DSL line was activated, the 2wire modem that I brought from canadacomputers.com didn't work. So Velcom offered to send a technician to test the line. And lo and behold, the Bell technician was actually on time and confirmed that it was the modems problems.
So I've brought the speedtouch 516 V6 from Velcom.
But for some reason, I didn't receive the modem even tho Canada Post said the item has been shipped.
After I talked with Matthew, he concluded that since the it will take 5 days to know what happened, he'll send another one (that's what I call service!)
At first, my profile was 3008/800, after talking with Matthew about my profile, they tweaked it to a 4032/800 interleaved, the pings might not be good but I'll try to rewire my demarc before demanding the Fast path profile.
All in all, the customer service has been brilliant. They answer e-mails in a few hours (sometimes in minutes) and VelcomMatt is always in dslreports.com, ready to help with any difficulties you might have.
So right now, I'm a convert and I recommend anyone to sign up with Velcom.
Followup comments: VelcomMatt
Premium
join:2006-01-26
Brampton, ON
| Thank you for your feedback and review. Hello Quake110,
I would like to thank you for taking the time to write a review about our company. For the modem shipping it's unfortunate that sometimes Canada Post can misplace the parcel.
However we didn't feel that it was fair for you to wait an additional 5 business days which is why we shipped you out another modem while we worked out the dispute with Canada Post.
Kind Regards,
Matthew | |
| | | |
| Forums » comments on review of Velcom |
| »next review in page (previous review)
Review by jerrycan
UPDATED: 1.6 years ago
member for 1.6 years, 80 visits, last login: 107 days ago
Kitchener,ON
$29 per month
about 3 days
"Tech support, seamless tranisiton from Bhell, speed"
"none really."
"No reason to ever look for another ISP again."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I started residential surfing via dial-up back in 1995. I run the gamut of ISPs and connection types (dialup, cable, DSL, Bell, Rogers, third party dialup and DSL as well). Something that was consistent about all the ISPs I've dealt with in the past was disappointment. Be is shoddy tech support, bad line conditions, slower speeds, higher prices, there was always something I didn't like...
Looking at »www.canadianisp.com/, I found Velcom. I went to their site and their offers looked great. Good introductory offer, reasonable monthly rate, high speed, and unlimited. Great! I called the sales staff and they were very knowledgeable. Detailed to me more of their services and guided me to switch over with minimal downtime from my previous ISP. The day came and everything went as expected.
Soon I was utilizing my high speed and I had some connections issue. Their tech support was patient and helpful and eventually guided me to find out my own router was the problem. I swapped it out and now it has been great.
So what do I get? Great price. High speed. Unlimited bandwidth. Excellent tech support. Nothing but love for this company...
Followup comments: VelcomMatt
Premium
join:2006-01-26
Brampton, ON | Thank you for the review and comments Hello Jerry,
We would like to thank you for your detailed and informative review. Your comments are truly appreciated.
Thanks and Regards,
Matthew L. | |
| cutuzov
join:2007-11-21
Mississauga, ON | I like Velcome but......... A little to sweet for my taste  | |
| | jerrycan
join:2008-04-03
Kitchener, ON | Re: I like Velcome but......... That was punny. | |
| | VelcomMatt
Premium
join:2006-01-26
Brampton, ON | I don't think there's such a thing as to sweet of a review  | |
| | | |
| Forums » comments on review of Velcom |
| »next review in page (previous review)
Review by chrish
UPDATED: 1.7 years ago
member for 2.8 years, 46 visits, last login: 76 days ago
Ottawa,ON
$33 per month
Bell Canada
"Great customer support, waited less then 5 minutes on hold, but quickly responded to my questions on DSLR forums"
"Had to call support for pppoe login"
"So much better then dealing with Rogers torrent throtteling"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Had Rogers express before switching, paid over $50 a month for satisfactory 4500/300 speeds, and was a happy Rogers customer until they implemented torrent throttling. Found Velcom listed as an isp on the canadianisp.com website, and their prices were in line with the other well spoken of choices at 29.95/month. Was offered a Speedtouch modem for $100 but took a Velcom provided Speedstream 5360 instead for $30 shipped. Got modem the day of installation. Received no documentation on username and password by e-mail or in the modem box, but was provided this upon calling tech support. Got sync and was online within 10 minutes of walking in the door from work. Speeds are consistently running around 4200kbps down and 640kbps up, and there are no bandwidth caps. I've had the service going on two weeks and would recommend this service to my friends and family. I kindly offer up the first review of this somewhat unknown provider. Here’s hoping this ISP stays around for a while.
Update: Even with bell throttling coming into play, I have had velcom for over a year and I would still recommend velcom over bell sympatico any day. Same goes for rogers, wouldn't go back if it was free 
Followup comments: | Forums » comments on review of Velcom |
| »next review in page (previous review)
Review by rewritable
Posted: 1.7 years ago
member for 4.9 years, 124 visits, last login: 23 days ago
M2RXXX
$29 per month
about 5 days
Bell Canada
"Decent all around ISP with reliable speed and service"
"Nothing really bad about them."
"Solid ISP and some solid Tech Support"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I've had this ISP since December. Over my period of usage, I've noticed Velcom to be very good. Anything bad was really always Bell's fault. The good news is whenever Bell screws you up, you have Velcom's tech support to back you up and get things resolved quickly.
Although the Tech Support is responsive and fast, sometimes when you call them, you hear a very tired emotionless person rather than the energetic Bell tech support lines. Although this does not affect the ISP's services in general, I found it very amusing from the two times I called them for technical support.
Overall, it's a very solid ISP with very stable speeds backed by a very good tech support team. If you feel overcharged by Bell, I'd say give these guys a shot.
Followup comments: | Forums » comments on review of Velcom |
| »next review in page (previous review)
 Review by inscrip
UPDATED: 1.8 years ago
member for 1.8 years, 124 visits, last login: 9 days ago
Canada
$24 per month
Bell Canada
"No Caps"
"Bad Support/Sales"
"Good Service If They Could Get Their Act Together"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Sales person misinformed family member at purchase, saying that Velcom could co-exist with Sympatico on the same line. Which I was fishy about, but figured the guys knew what they were talking about. Modem comes, setup, only Sympatico will run... hrmm... I wonder why!?! I called the tech support, explained my situation, which was absolutely NO HELP at all. Finally they said that they are going to call Bell.
Bell calls explains that only one DSL service can be on one line, knew it!
Velcom calls back, "So everything is working fine now?"
Well no, and I would like to cancel, and would like a refund because you sold this service under a false pretense. She said that everything would be fine and that I would be refunded the service cost. I don't think she knew what she was doing and at this point the lady hung up on me.
I called and spoke to sales. Explained my story to them, he said no problem, the service is now canceled, I would be refunded, and all I would have to pay for is the modem, which I had no problem with. Seemed like this was the easiest part of the whole ordeal, and I was disappointed but happy it was over.
Wrong, after 2 emails, 4 phone calls and 1 month later, I'm still being billed, and they have not refunded me for my service charges.
I hope the call today is the last one that I will have to make to this company.
Followup comments: VelcomMatt
Premium
join:2006-01-26
Brampton, ON
| Reply to your review Hello,
I can understand your frustrations and any inconvenience you may have experienced however I find your review is more out of anger than a legitimate review. Our support actually did a great job in trying to resolve this issue and the day they were able to get it resolved is the day you decided and wanted to cancel so I’m not sure why you would rank our support a 20 when the issue was physically from Bell Canada’s end. In addition, how could you rate our connection reliability and service a 20 if you never used it? The only thing I could see being legit about your review is the pre-sales information. The sales rep you spoke with may have not informed you but I am pretty sure he did as they all know about this and that there is a possibility that there will be an interruption with service.
The sales person did not misinform you in anyway. We have hundreds of people every month who place their order with us while switching from Bell, Primus and other DSL providers. This is probably one of the best ways to go about a switch to avoid interruption with service. Once the order is showing as Completed on our end which is usually 4-5 business days the customers then cancel with their current provider this way Bell sees that the customer already has an active service with Velcom and usually 98% of the time they leave the card and service in place.
Nevertheless, another way to go about this is place your cancellation with Bell first and request for a cancellation number and then let us know your disconnection date and cancellation number so we can try to coordinate with help to have your service set active for this date and usually the switch is seamless.
Both of the methods mentioned above work well when switching from one DSL provider to the next. Of course, since Bell is responsible for the provisioning of all DSL circuits we cannot and do not guarantee that there will not be any interruption with service.
The issue for your line was from Bells end it was not an inside wiring issue, hardware issue such as equipment but from Bells end. We had a few tickets opened up for you and even escalated to upper management, however, it appears you did not want to allow any reasonable time frame for us to resolve the issue with Bell for you and decided to cancel immediately.
We keep a log of all the tickets we open for all of our customers issue and it looks like our support did a pretty good job on working with Bell to resolve this issue, however, after the 13th you decided to cancel.
2008-01-09 18:48:15 Need to open a ticket for sync with no conn Verified login, pass 3 times, tried dialer - doesn't work. Error 691.Test@test works. Tried to change the login to velcom.ca - didn't help. Need to open a ticket for sync with no conn.
2008-01-09 22:45:01 Ticket opened for sync with no connectivity#: 3##### Ticket opened for sync with no connectivity#: 3#####
2008-01-11 09:50:54 DONE al1_d3008-3008-256_u512-512-256 , LAST STATE 01/10 05:15:46 DONE al1_d3008-3008-256_u512-512-256 , LAST STATE 01/10 05:15:46
2008-01-11 11:02:49 reopened for SYNC WITH NO CONN 3##### Bell says the ticket has been opened not for sync with no conn but just for lantern test... I reopened it for SYNC WITH NO CONN 3#####
2008-01-13 16:36:00 Line tested ok, 2 way traffic, 3.8 km from CO, customer confirmed sync ok. Need to verify. Line tested ok, 2 way traffic, 3.8 km from CO, customer confirmed sync ok. Need to verify.
As for issuing you a credit on the hardware which you agreed to a rent-to-own we cannot issue a refund for this and any owing balance will be due.
“Wrong, after 2 emails, 4 phone calls and 1 month later, I'm still being billed, and they have not refunded me for my service charges.”
You’ve only billed once for the first month and for the rent-to-own for the modem you have never been billed additionally. | |
| | | | | |
| Forums » comments on review of Velcom |
| »next page (previous review)
Review by rambokid
UPDATED: 1.9 years ago
member for 2.1 years, 27 visits, last login: 339 days ago
Brampton,ON
$29 per month
Bell Canada
"Good value and support"
"None so far"
"Looking for no capping and good service ISP, add velcom to the list"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I switched to velcom due to the no capping policy and good reviews. Everything is internet related and having to deal with capping is just absurd.
At the beginning, I had excellent latency from ping but very poor speed (specially night time). The speed issue was due to velcom upgrading equipment. Three weeks later, the upgrade completion resolved the speed issue. However, I was kicked out very ofter during online gamings due to high ping time. Not happy at all because the latency was downgraded. I called tech support about the issue; a few calls were needed because she thinks (first level support ???) latency = speed. The latency was finally resolved, it took longer than expected because velcom had to battle with BELL to improve a good connection to a great connection.
While velcom was resolving the issue, I still have internet. Thanks to the velcom support team and especially Matt. Good to have an ISP that will go battle with BELL for the client.
I would like to see improvement on webmail login, 6 options vs. 2 from hotmail is too many.
1) need to type in mail server
2) »www.velcommail.com is the url, but the user name and mail server is .ca. Always got this mixed up.
There were some issues at the beginning, but after they were resolved, everything is perfect. Therefore I gave very high scores except connection reliability. I did notice unable to connect a few times around midnights, tried an hour later and it was ok, this may be due regular maintenance.
Followup comments: VelcomMatt
Premium
join:2006-01-26
Brampton, ON | Thank you for your review Hello Rambokid,
Thank you very much for your review and feedback. I have taken note of some of your suggestions we will be looking into making some of these changes.
Regards,
Matt | |
| | | |
| Forums » comments on review of Velcom |
|
|
Velcom
·
·
·
. I haven't seen you around the forums for a while now. However, today i've seen posts made by you or maybe you're not lurking around in the Canadian Broadband section 
. I was busy these couple of weeks so couldn't read all the topics and reply to them. Plus, I haven't seen a lot of Velcom problems topics (A GOOD thing 
Re: Reply to your review