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Review by lapedrera 
member for 40 days, 2 visits, last login: 32 days ago
updated 40 days ago
 North York,ON
 Contract price not specified.  "The misinformation regarding my cable internet transfer" "At this point, do not recommend."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
Firstly, Everything that is marked in the middle for score is not applicable to my situation. I am ONLY rating the install co-ordination and tech support (or dealing with staff members to sort out the installation transfer).
+++ NOTE - I did not see any way to not have certain options chosen as N/A
I have never gotten Start internet connected, as the connection, in the words of the manager I dealt with, was " a disaster from the get go "
My issues are regarding misleading / incorrect information that was relayed to me during the initial cable internet transfer.
I initially signed up for internet (online) on the 9th of March, as a transfer, with a selected date of install that allowed me to choose the 25th of March as the hookup / connection date for Start.
On the 13th day of March (I believe) I received a call from Start about confirming my date, to which I was advised them that the 25th was the date that it was allowing me to select (if you have ever joined start, you know the drop down I am referring do on the setup pages).
The 25th came and went, on which Rogers attended my location and advised me that the disconnect was complete, and I would be good to have my new internet provider setup. I did not hear anything from start up to that date.
On the 26th I called Start to inquire to where things were, and was advised that they did not setup anything for me as they could not find an account under my name with Rogers. They also told me that had I called the prior day (25th) that they could have rescheduled it for me, but as I had not called, they would do this as a new installation, including an installation fee.
At this point, I did request a manager. (I will not post names, as I note that this forum does not permit so as I do not have permission from them)
After several discussions with the manager, it eventually came to be that (as of April 5th) that he would check with his manager and / or the CEO of the company (which he stated were the only 2 people / levels above him). During our call on Friday, he repeatedly advised me that I could set up this as a new installation and have it hooked up in 5 days (approximately) and then deal with costs later.
After multiple queries about doing so, whether I would get in to a situation of whether I would be stuck paying for something that I should not be (as per multiple discussions with agents / managers) we agreed not to do that, as I did not want to be stuck with a bill for something.
I was also advised I would be contacted by this manager today (April 8th) at 1:00pm, of which I never was. (this has happened on previous occasions as well)
(NOTE - when I had spoken to this manager on previous occasions, he did advise me that he had emailed me, as well as that he uses email as a last resort. I had advised him on prior occasions that I would NOT have access to email, as given the last month, due to the install issues with Start, I do not have internet access - seems that important information as such should be heeded as opposed to ignored)
It seems that Start is very keen on getting people to sign up for their services with a sign up / deal with payment later mentality.
As stated, the manager told me on no less that two occasions that my setup process has been a complete mess from the get go. It is unfortunate that Start seems to have a very poor record of performance when things do not go cleanly.
If you are considering start, just please be aware of things and buyer beware is the best way I can put things.
Comments:
 Guru
join:2008-10-01
kudos:2 Reviews:
 ·TekSavvy DSL
| Sorry to hear about your issues! Sorry to hear about your issues.
From your review, I can't make out whether you talked to the CEO but if you didn't, I would recommend you get in touch with him. He is active on this forum and username is rocca.
When is your install date? Are you staying with Start, giving them a chance to fix? You didn't mention anything so just curious. Keep us updated! | |
|  | Reviews:
·Start Communicat..
| Re: Sorry to hear about your issues! I have not spoken / contacted him. I believe he has replied to a post on Canadian isp, but I have not had a chance do.
At this point, I do not have an install date, as I was awaiting to hear back from the manager yesterday at 1300 hrs, which has not occurred. | |
| | |  roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! said by lapedrera:At this point, I do not have an install date, as I was awaiting to hear back from the manager yesterday at 1300 hrs, which has not occurred.
Richard tried to call you twice at 1pm yesterday, the first time it was answered but no voice on the other side, he called right back and got a 'customer unavailable', tried again shortly after with the same result and then sent a followup email to you at 1:55pm after not being able to reach you by phone. We are trying very hard to reach you but have not had much success as I see from the notes at least a dozen other times that we tried but could not get in touch with you with no voicemail and/or customer not available messages. I think if we had been able to get a hold of you we could have resolved this much more quickly. Is there an alternate number we can reach you at, if so please PM me the details so we can get to the bottom of this or please call in today and either speak with Richard (who is available at 1pm) or speak with Al our service desk manager who is here until 4pm. | |
| | | | Reviews:
·Start Communicat..
1 edit | Re: Sorry to hear about your issues! Actually, that is a complete fabrication. I was available at 1:00pm, at which I received no telephone call. There was one, however, that came in at 1:39pm.
I do not have an alternate phone number to be reached at.
I have absolutely no intent of speaking with Richard, as he is the source of a large portion of these problems as well, after this above post, the possible source of falsehoods or exaggerations.
As confirmation, I have attached the screen shot from my phone showing that call time on Monday.
(sorry, uploading seems to be having issues - will keep trying to upload screen cap)
I have messaged the MODS about not being able to upload the image (56kb) but will keep trying, in case it is a just a temporary issue?? | |
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| | Guru
join:2008-10-01
kudos:2 Reviews:
·TekSavvy DSL
| said by lapedrera:I have not spoken / contacted him. I believe he has replied to a post on Canadian isp, but I have not had a chance do.
At this point, I do not have an install date, as I was awaiting to hear back from the manager yesterday at 1300 hrs, which has not occurred.
Rocca has replied to this review of yours. Before this turns into hit n' miss game, I suggest you provide alternative number as Rocca suggested. Please let us know how it goes. | |
| | | | | | Re: Sorry to hear about your issues! They have a number to contact me at, but I am not sure what you mean by a " hit n' miss game " ?? | |
| | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! said by lapedrera:They have a number to contact me at, but I am not sure what you mean by a " hit n' miss game " ??
I just tried to call you twice but no answer, if there is a better number to reach you at right now please PM me the details. Thanks. | |
| | | | | | | | Re: Sorry to hear about your issues! No there is only the 1 number that I believe Start has.
What is PM? | |
| | | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! PM is a personal message (ie where information is private as I won't share private information in a public forum) you should see my name flashing at the top of the screen from a message I sent you - you can click on that to view/reply.
I have tried 4 times in the past 30 minutes to reach you but you are not answering the phone and there is no voicemail, can you please let me know when a good time to call you would be?
Thanks. | |
| | | | | | | | | | Re: Sorry to hear about your issues! Ok. I'll look for it.
I do not have a specific time when I will be back to my phone, however, as I have this medium, I am fine with this. It seems that both of us have quick access to it at the moment. | |
| | | | | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! I am happy to work with you in DSLR about it, but cannot post the private information required to resolve. You can view your private messages here by clicking on »/instant although I think this would be much faster with a 3 minute phone call, I can get all the info and we can move forward. | |
| | | | | | | | | | Reviews:
·Start Communicat..
| Re: Sorry to hear about your issues! I did just post a reply with information. please let me know what else you need, if anything.
Also regarding the private messages (PM). My computer system won't recognize the link (the letter icon at the top, as you mentioned) to be accessed.
I like Workbench, but it has some issues as such.  | |
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| | | |  jmckformerly 'shaded'
join:2010-10-02
Ottawa, ON
·TekSavvy DSL
·Start Communicat..
| said by lapedrera:They have a number to contact me at, but I am not sure what you mean by a " hit n' miss game " ??
it sounds like you're refusing to pickup the phone, do you even have voicemail? i know when Start confirmed my service and I didn't answer they left a message. | |
| | | | | | | | Re: Sorry to hear about your issues! No. I am simply not at home. I have to be out to access internet in wifi, given the last month with Start. | |
| | | | | | | jmckformerly 'shaded'
join:2010-10-02
Ottawa, ON Reviews:
·TekSavvy DSL
·Start Communicat..
| Re: Sorry to hear about your issues! said by lapedrera:No. I am simply not at home. I have to be out to access internet in wifi, given the last month with Start.
i'm not saying you should have working email and voicemail, but it seems like it would make it hard for people to reach you, i'm not sure how you expect any company to be able to.
regardless you should call in and ask to speak to rocca already. | |
| | | | | | | | | | Re: Sorry to hear about your issues! Agreed, and if you have a suggestion as to how to do that from a free wifi when I have not my phone with me, please let me know. | |
| | | | | | | | | | Agreed, to the contacting Rocca, and if you have a suggestion as to how to do that from a free wifi when I have not my phone with me, please let me know. | |
| | | | | | | | Reviews:
·Start Communicat..
| said by jmck:said by lapedrera:No. I am simply not at home. I have to be out to access internet in wifi, given the last month with Start.
i'm not saying you should have working email and voicemail, but it seems like it would make it hard for people to reach you, i'm not sure how you expect any company to be able to. regardless you should call in and ask to speak to rocca already. Agreed, to the contacting Rocca, and if you have a suggestion as to how to do that from a free wifi when I have not my phone with me, please let me know. | |
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| | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | That explains why you're not answering the phone then.
Can you call in and dial extension 811 and you'll be connected with Al our service desk manager, or if you prefer to talk with me, I'll be available at about 11:30, you can reach me at extension 801. Or please let me know when a good time to call you is and I will try you again, although we haven't had much luck reaching you by phone.
Thanks. | |
| | | | | | | | Reviews:
·Start Communicat..
| Re: Sorry to hear about your issues! Indeed, it most certainly is.
I can try calling it, however, what is the purpose if it?
Agreed, there has not been much luck, as the time they say that they are calling in has never happened.
1:00 to 1:39 is not slightly delayed, as per yesterday's occurrence with Richard. | |
| | | | | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! The purpose to calling would be so we can get this resolved. I don't understand how we can get this resolved if you're not available to be called, not willing to call in nor willing reply to the private messages here that I've sent you? I can't share your information publicly so it's impossible for me to assist you at the level required in a public forum. I have provided several avenues for you to get this resolved, please use one of them and we'd be happy to make things right. | |
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1 edit | Re: Sorry to hear about your issues! If by resolved, you mean setup, great. I am fine with this avenue, as I currently have access to it.
MODERATION EDIT: private information removed
What else do you need? | |
| | | | | | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! I need you to call in please, I will try to make myself as available as possible this afternoon, 1-866-434-5888, extension 801. I am not comfortable sharing your private information in public. A 3 minute phone call gets things in motion, let's get this done - we've both spent too much time all morning going back and forth in emails. Thanks. | |
| | | | | | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! Can you please let me know when you expect to be able to call in, and/or when I can call you and I'll make myself available at that time. I am currently unavailable between 3pm and 4pm. | |
| | | | | | | | | |
1 edit | Re: Sorry to hear about your issues! Got this after my previous post. Since you are not available between 1500 and 1600 hrs, I will try you at 1600 hrs (edited to correct time), or just shortly afterward.
Is that still feasible from your perspective? | |
| | | | | | | | | | | | My apologies, I mean to say 1600 hrs or shortly past then. | |
| | | | | | | | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Sorry to hear about your issues! Hi Chris, yes 4pm will be fine, I will be awaiting your call. Thanks. | |
| | | | | | | | | | Reviews:
·Start Communicat..
| Re: Sorry to hear about your issues! Ok. Expect between 1600-1615hrs.
That is the toll free number and extension 801 for you? Should I ask for Mr. Rocca?
I genuinely hope to have this sorted today (or at least in that direction) but given the last month, I have serious concerns otherwise.
Is there anything I should have for our conversation that I may need to access from the internet, as I can do that now whilst I have access to it. | |
|
| | | | | | | | | | | Certainly. I should be finished some appointments and return home by 3 pm. I can call you then.
Agreed, it has been a month to the day since this has all commenced. | |
|
roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11
1 edit | Review Again I'm sorry to hear of your issue and I also replied to the other site where you posted the same review and also sent you a detailed email this evening regarding your situation to see how I can help you.
The issue was that you placed a transfer order online through our web site on the 9th for the 25th but had your cable disconnected on the 20th. We had the order rejected by Rogers on the 10th since there would be no active service on the 25th and you cannot transfer a deactivated service. We tried to get a hold of you for several days, finally successfully on the 13th to advise that a free transfer was not applicable as free transfers are only available when you have an active service to transfer as per our web site and signup pages. You refused to accept the installation fee and had the order cancelled. A couple weeks later and you call asking why your service isn't installed and we explained the install fee again.
We try to make our web site very clear about the transfer policies and it currently reads on the signup page when you clicked the transfer option - "Transfers must be scheduled at least 10 business days in advance to qualify for a free transfer. If your cable internet service is already scheduled to be cancelled sooner than 10 business days or is no longer active please deselect the active service option."
...if you have suggestions on how we can make those conditions more clear please let me know as we'd like to help avoid any other misunderstandings in the future.
Regardless I gave you my email address which you can reach me at and we can discuss your order again in more detail.
edit: I've also PM'd you here as you mentioned you don't have access to email now. Thanks. | |
| | | | Reviews:
·Start Communicat..
| Hello, I did respond to the other site as well. As a result of the last month with the installation issues of Start, I do not have access to my email due to lack of internet access at home (where my computer / email account is configured)
Please do not state falsehoods Mr. Rocca.
I never cancelled anything. On my most recent installation date, I was not even aware that it was cancelled and refunded, which is why I was waiting the entire 3 hour window for the Start installation to occur.
I did not have my cable disconnected on the 20th. As I have stated, on the 25th is the day they came. I also called your company on the 26th to which they advised me that had I called on the prior day, they could have rescheduled, but as it was the next day, they could not.
Of course I have issues when the entire process was setup and confirmed by your staff / company as a transfer and then to be told that it would be a chargeable transaction.
I am simply looking for what was advised to be provided.
I really find it appalling that your company is very | |
| | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Review I just tried calling you again but there was no answer. Can you please call in and speak with Al or Richard today, we will get things made right - thanks. | |
| | | | | | Re: Review Apologies, late reply, but I have messaged you since to arrange to speak with you if you are free at the proposed time.
As I have stated prior (in other messages) I have no interest in speaking with Richard after this entire process. | |
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| | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Improve the web form You're correct, right now it is possible to bypass the 'earliest available' dates that the system defaults in. I'll have the form ensure that those dates are not circumvented prior to accepting an order. Thanks. | |
| | | Reviews:
·Start Communicat..
| Re: Improve the web form I do not know that it is possible. I recall that when I got to that screen, it had automatically selected the 25th of March for my 3 possible appointment dates.
Perhaps I did not attempt to change them to earlier, but I can say for certain it did put them to the 25th to start with. | |
| | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: Improve the web form The online order definitely had the disconnection date set before the transfer date, I'll have the form changed to prevent that. | |
| | | | | | | Re: Improve the web form I can only leave that to you. I expect that you would know the proper details required for the disconnection date / transfer date / etc. | |
|
| roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | A plethora of date checks are now active on the online signup form to prevent customers from picking combinations that would invalidate the conditions for free transfers. | |
|
Reviews:
 ·Bell Fibe
·Start Communicat..
| Why not just call I am overly confused as to why you are being so uncooperative in fixing this situation, especially when the CEO is going hand over foot trying to contact you. It seems you're most interested in having to track down free wifi, not having your own connection and complaining, than you are in resolving the situation.
Starts rep got a "customer unavailable" message which clearly means you have a cell phone, and by the looks of it you simply do not want to take the call. Wether you have a case of telephobia or not, Start seems more interested in correcting the situation than you are.
Why not answer your phone, and get things going so you can stop having to hunt down free wifi. | |
| |
See 8 replies to this post | |
Reviews:
·Start Communicat..
·Wightman Telecom
| ... Rocca you should inform a moderator to have the post with his name and address removed. I also vote for this review to be removed in the near future, since there is an issues with this guys cell phone and use of it. I think he is using a wifi connection from the church around the corner or something and that's why he cant use his cell phone. But there is no excuse for not calling in and talking to Rocca.
Chris, you made a mistake and did not read the website properly and went click happy. Website made a mistake by allowing options to be picked that you should not be allowed to pick. | |
| | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: ... Good idea about the personal information, I've asked the mods to review.
As for removing the review itself, that's not my decision and I have no problem with people reviewing the way they feel. Obviously I'd ask that customers work with us before posting a negative review, ie this could have all been avoided if we could have connected earlier but in the end I think we got things worked out. If he wants to change the review later that'd certainly be appreciated but if he leaves it as-is because he still feels the same way then that's cool too.
I must say it's pretty awesome to see other people chiming in with feedback and suggestions, so we must be doing something right to have earned this kind of support from the community. Thanks to you all. | |
| | | jmckformerly 'shaded'
join:2010-10-02
Ottawa, ON Reviews:
·TekSavvy DSL
·Start Communicat..
| Re: ... i think if people actually read these types of reviews (there was another one ~2 weeks ago?) and see how you and Start react to resolve the issue that it can actually make you look better.
it sounds like things are getting resolved here so I hope he's happy.
i generally feel the same way you do as i'm sure others here do in trying to resolve it first instead of just coming to a public forum.
i can also speak from experience that it doesn't take a bad review or any threats to get serviced by yourself personally even at ~10pm at night over e-mail. | |
| | | | roccaStart.caPremium
join:2008-11-16
London, ON
kudos:11 | Re: ... said by jmck:i can also speak from experience that it doesn't take a bad review or any threats to get serviced by yourself personally even at ~10pm at night over e-mail. I think that's the biggest thing to learn from all of this, ie we're an organization based on doing the right thing, it's in our culture from management all the way to the agents. For the odd time that things don't go smoothly, we have supervisors and managers available to help and if things are still going sideways I'm always happy to help where I can. | |
| | | | | Reviews:
·Start Communicat..
 ·TekSavvy Cable
·Rogers Hi-Speed
| Re: ... Wow, I was shocked to see a negative review so I clicked it and this isn't what I was expecting at all....No offence to the OP, but he is clearly an older gentlemen that doesn't understand how all this stuff works and is taking out his frustration on Start.
The problem is then compounded by not being able to reach him (no voicemail?!?) and I can't believe how many times Rocca posted trying to get in touch with him....Anyway, it looks like the lack of date validation on the online transfer form was the cause of this and it has been corrected, but I still feel like this is not a negative review....
@OP, do you realize they keep call logs right? And record the entire call as well. So if Rocca wanted to, he could post an audio clip of you confirming cancellation. I'm not saying you or Start are lying, all I'm saying is you calling Start out on "fabrications" is silly because in this day and age, it's all recorded and tracked....
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