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Review by huronkinloss  - Location: Mississauga,ON
- Cost: $51 per month
Overall "DO NOT USE DISTRIBUTEL !!!"
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My internet connection with 3web was just perfect until Distributel forced me to replace my existing adapter with theirs yesterday. Do they have just ONE agent on the other end of telephone line? I've been calling with no effect since yesterday. I left call back number with no effect. I'm increasingly annoyed and angered holding the phone and listening to annoying messages - hello, is anybody out there in customer service?
Since Distributel forced me to switch to their services my internet connection SUCKS!!!! Pages don't load. I cannot watch you tube b/c of lousy connection. It is impossible to talk to anyone from Distributel !!! Chat customer service on their page does not work or does not open b/c of lousy internet speed !!!
I don't appreciate the fact that every time I make a phone call there is a recorded message "thank you distributel" - ?why ? Do they want me to thank you every time I make a phone call ?
I was perfectly happy with what I had until Distributel forced their non existing services into my life. I've been ON HOLD ALL DAY today with breaks for getting disconnected !!!
Fair warning: reviewer joined this week
lodged 1 days ago
Comments:
 | | agree as much potential as they have they are horrible | |
|  Nuke
@distributel.net | Distributell Their customer service and tech support sucks there is no one on the other side my modem keeps shutting down every hr need to unplug it and plug it back in for it to work another hr can't reach no one for 2 days all I get is " we are to busy right now call us later " what's that? That is now how u treat your paying costumers starting to look for new provider. Do not bother with them. | |
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| Review by Jon999 - Location: Mississauga,ON
- Cost Contract price not specified.
Bad "Disconnect my line a week earlier than being asked, still hold my line for no reason, can be on hold for hours to reach support "
Overall "Please read my story, then you decide whether you want to take chance to have it as your ISP"
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I used to have 3Web as my ISP which I had no issue for years, then Distributel bought it out and started to take us into its network recently. I decided to leave Distributel for another company due to the reasons:
- Distributel makes us 3Web customers pay their higher rates in the name of "better value, service";
- Distributel drops support for our working equipment, and forces us to either rent or buy their refurbished modems;
- It's extremely frustrate trying to reach Distributel support, there is always very long wait time and most of their departments are not available over weekends.
I had placed request for service disconnect on 08/31 month in advance. Distributel had ignored all the service transfer requests for my line from my new ISP, then it has actually disconnected my line almost a week earlier on 08/26, but still held my line to this date, as a consequence, my new ISP is not able to provide me the service. There is no dispute of any sort (i.e. monetary), when I waited on phone for hours and eventually reached Distributel support, agent Kaila only commented that it's normal processing time, nothing they could do about it. As to my escalation request, no one has got back to me yet in days.
To this date, I'm still puzzled by Distributel's don't-care and take-it-or-leave-it attitude, I wish mine is an individual case, however by searching recent reviews on the company tells me otherwise. I have also filed complaints with BBB (»ottawa.bbb.org/) and CCTS (»www.ccts-cprst.ca/). If you happen to be a victim of such practice, you might want to consider to do the same.
member for 33 days, 5 visits, last login: 15 days ago
lodged 31 days ago
Comments:
| Review by disgusted - Location: undisclosed location
- Cost: $55 per month (month by month)
- Install: about 10 days
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Dealing with Distributel has been an awful, dreadful and time consuming experience.
I have the Fttn 7 package.
I haven't been with them for more than a month and a half and I am already planning on switching ISP. The problems started with the installation: The customer service rep. LIED to me when she told me the installation guy would call before arriving. The installation guy arrived at 8:55 without calling after I took the day off since I had to be available from 1 to 9 that day. Following that day, while installing the router I called for some help. After waiting 2 hours on hold they referred me to the router company who then referred me back to distributel. Another 2 hours of waiting. I spent close to 8 HOURS on the phone that day to get my router to work.
After a few days of service, the internet connection went down. I called the company 2 hours before the call center closed, and I didn't even get to talk to anybody that night. The next day I called first thing in the morning (2+ hours waiting), and they weren't able to help and didn't even know why the service went down. It has now been 4 DAYS that I have been without internet and counting. All this and I haven't been with them for 40 days.
member for 53 days, 0 visits, last login: 53 days ago
lodged 53 days ago
Comments:
| Review by Panana - Location: North York,ON
- Cost: $70 per month
Good "Unlimited internet"
Bad "Everything"
Overall "Offensive company - Stay away"
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Distributel is a company that takes no responsibilities for their awful services. I have recently requested their customer relations manager to contact me and if he doesn't call me in the next few days I will file a complaint with CRTC.
We have cable internet with them and on average every one or two month the speeds drop so extremely that the internet and VoIP phone become useless. (Google takes 5 minutes to load up after refreshing 15 times) Their technical support confirms that the problem is not on our side but their customer service says that they don't credit for slow speeds. That is the most ridiculous thing I have ever heard in my life. They can take your money for a 18/1 internet and only give you speeds comparable to dial up internet and they refuse to give your money back. They say the problem is with rogers and hold their customers responsible for their contractors even though their customers are not in business with rogers in any way. Those slow speeds can only be because they are traffic controlling and since it the service that we have is unlimited it is illegal.
During one of my communications with their customer service an agent named Lambert slurred at me twice while I was talking to him and when I stopped to get confirmation of the insults he changed his words and then he suddenly hung up the phone with a happy sounding voice. It took me two hours and multiple calls to trying to convince the agents to connect me to their supervisors and they said they CAN NOT do that. Its unbelievable! After another one hour I got hold of a "senior agent" named Matt and he was even more offensive and unreasonable than the others and kept repeating that they don't credit for slow speeds. (our internet was effectively down for 10 days even though the lights on the modem showed connected)
Distributes prices are low but their service is the most terrible thing I have experienced and the fact that you can't get hold of their management is even worst.
Stay away from these thieves.
member for 99 days, 3 visits, last login: 90 days ago
updated 99 days ago
Comments:
| | Do not go with distributel!!! This guys are thieves DO NOT GO with distributel, I was told i could cancel whenever i wanted, the rogers guy came to my house did not touch the modem leaving me to do the work and then i had no service , i called to cancel and they told me they are still going to charge me for a month of service plus installation and activations fees for a service i never got, i told the guy to put me with the supervisor and he said he was the highest rank his name is Matt , Matt here basically told me (when i told him that their service it's shady cuz i was not inform i was not going to receive wifi) he said i was lying and that it was my fault for not asking and that i was basically stuck with it. WORST CUSTOMER SERVICE I have received on top of that i had to wait 1hr and 30 min for that. I feel abused by these people I will take this to the Better Business Bureao. | |
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| Review by hickins - Location: Burlington,ON
- Cost: $48 per month
Good "unlimited"
Bad "several outages per month, pathetic customer service wait time"
Overall "I'd stay away if you have other options"
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Signed up my parents with them, on a DSL plan since they didn't have Cable in Cogeco area, the service wasn't great but my parents lived with it, even with the outages that took 2-3 days some times, Calling their technical support can take a good 2 solid hours from our time, so we just wait for the service to return by itself!!!
My parents left canada for the winter, and they gave me access to their bank account, and I have discovered today that Distributel has never stopped charging my dad's account after my dad suspended the service! I called and they found that it was a mistake from their part and they credit it back to "distributel" account and refused to reverse the charge to my dad's account... so I requested to speak with a supervisor, I was put on hold for another million minutes and I had to hung up because I was soooo sick of being on hold.
I spoke with an agent and requested to cancel, they told me, only my dad can cancel as I was only authorized to make changes and not cancel....
I'm usually patient and reasonable, but 3 things really burned all my circuits:
1. wait times.
2. customer service attitude of just REFUSING to give back around 250$ that they took by mistake to my dad's bank account, and told me that there is NO WAY I can see that money going back unless I use it towards their service OR I cancel!! ... that is tooo much, REALLY too much.
3. I asked them to change the service from DSL to Cable since they started offering cable in Cogeco area, they told me that the advertised prices doesn't apply to Cogeco area, and their Cable 6 is like over 50$ but it's 36$ in a Rogers area!! The website doesn't say anything about that!!
member for 4.3 years, 54 visits, last login: 29 days ago
updated 181 days ago
Comments:
| Review by badass1 - Location: Montreal-Ouest,QC
- Cost: $70 per month (12 month contract)
- Install: about 50 days
Good "Taking your money"
Bad "You pay and You get NO Internet !"
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First of all, my advice is to not go with Distributel. My order has been sent in the beginning of January to be installed on February and we're at the end of February and I got nothing. I ordered cable 30 and paid for a month and a half. One day prior to the installation, they were suppose to call to confirm but nothing came. I called them the next day to be told to stay home and wait for the technician, who never came. Call them again on the same day and they tell me it should be installed max 2-3 days later. ( This goes on for 2 and a half weeks ) They were threatening me to not refund if I cancelled because the delay was acceptable and they were doing everything they can. (a senior agent told me that, I can name them 3 of them right here but I won't) Finally I called and cancelled my order. Now I'm stuck with another pending order without internet. Shame on you Distributel.
Pre Sales Info : Told me everything would go smoothly, I can cancel my other internet.
Install Co-Ordination : I received my modem but no technician came
Connection Reliability : friends are complaining a lot about consistency on connectivity and speed.
Tech Support : NONE
Services : NONE
Value for money : let's do the math: (service I got) / (130$) = 0 / 130$ = 0 (you be the judge here.)
member for 221 days, 0 visits, last login: 130 days ago
lodged 221 days ago
Comments:
| Review by (hidden by request) - Location: J1H1L
- Cost: $48 per month
Good "Getting out."
Bad "Everything."
Overall "Very bad experience."
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Distributel Montreal -- Internet Service > Steer clear from them. The worst customer service experience you can get. Not enough staff to answer the phone and on the technical side, staff is generally incompetent. Company unresponsive: like dealing with a black hole… nothing is coming out. As for saving, well, it's the SAME price as Videotron, (when you add the modem rental). You get a narrower bandwidth, although you have to weigh unlimited versus 500 gigs. They're as bad as any other branch of the same company: bad customer service, bad tech support, bad administration. I believe this company nurtures incompetence! Can't comment on the connection coz I didn't get that far: they missed the connection date twice. I got out, that's the good news. Finally got a refund, not in full (you gotta pay to learn) and not speedily either (no, no, no). So in short just remember that Distributel rhymes with HELL. A really bad experience.
(review was emailed from domain videotron.ca)
lodged 316 days ago
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| Review by tegrof - Location: St Thomas,ON
- Cost: $60 per month (7 month contract)
Good "Affordable"
Bad "Everything else"
Overall "Steer clear.....far far clear"
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Wow, where to start with these guys.....
(summary for those of you that think this was long winded....Stay away from them. Their service is bad, their customer service is non existent and they will rip you off given the chance)
Signed up, all excited to get off Bell finally. Off Bell's 5MB down, 60GB limit that is. Signed up for Distributel's 15down unlimited. Sounded great!
One month in, weird...seems like my internet is slower than it was on Bell. Try speed tests, they _seem_ to be ok, but everything is slow. Video streaming(youtube, msn vid), music, my connections to clients for work. All just seemed slower. Video was a nightmare...buffering....buffering....buffering...Even Bell's 5 down was better.
I went through some troubleshooting with their tech guys, to no avail. They had apparently upgraded my service to 28 down since they did away with the 15 down, great I though. Well, the guy on the phone tells me it might be that my DOCSIS 2 modem may be the problem trying to keep up with the data. They tell me they'll send me a DOCSIS 3 modem................
Three weeks later, no modem still. I call....ok that's a joke....calling them means 90 minutes of hold time before you get frustrated and leave a call back number as it suggests.......guess what, no call back either. Useless. So I had to go on their twitter account to get someone to respond and tell me it shouldn't take 3 weeks to get a modem.
A few days later, I get up and stumble to my computer to start work.....to find my internet has been shut off. WHAT?! I call. I wait. I post on twitter. I wait. I finally get a call back ( I think based on the twitter person getting someone to call me). Turns out, they un-provision my modem BEFORE I had the new one in my hands. Now I've been on the phone up stairs and missed someone knock on the door. I go downstairs and find a slip from post guy saying it will be available after 5pm! So there's a full day's work. Thanks guys!. I demand they provision the old one so I can at least work until I get the new one later...and I'm told they can't. LIES! Luckily, I am able to get the modem just after noon and only lost a half day of work. Do I get compensated? NO.
I also notice I did not receive some return postage they said would be with the modem. I, again, use the only method that works with these clowns and hit up their twitter. I'm told they will send one right away. I get a white envelope in the mail two days later and place the modem and plug into it, take to post office, and go home.
Still have problems with my internet being pretty flaky, up and down for speed all the time, slow streaming, slow loading....a basic pain in the neck. After more troubleshooting, they tell me they're going to send me yet another modem since this one is "too new". A couple days later, I wake up to find my internet is SHUT OFF AGAIN!!! Once again, they unprovisioned the modem BEFORE I had the new one. Well, I called and kinda got a little testy with them, and they told me this is not normal....well I'd say that if I had two modem swaps and both times you shut off my internet before I had the new modem, that constitutes normal practice. Unbelievable!
Fast forward (past more intermittent service of fast, then slow, then slower, then fast, then slow) to more recently where I got a phone call to tell me that they are going to charge me 100$ for a modem that was returned with damage. The first modem they swapped out was apparently crushed a little in transit and ended up with a crack in it. Due to this, I am going to be charged 100$ for this. For a DOCSIS 2 piece of junk modem that was sent back in THEIR envelope, with THEIR postage/insurance.
So now I've finally had it with these guys, they have been nothing but a serious headache for me and this was the last straw, now I just feel like they're ripping me off. I've cancelled this and will move to a more upstanding service provider.
Stay away from Distributel if you value your sanity and want to be provided with any shape of good service/customer service.
I will be sure to tell everyone I know or anyone that asks me for advice on internet to stay away from these guys. I want my 100$ back you thieves!
A very angry _ex_-customer
member for 1.2 years, 8 visits, last login: 1.1 years ago
lodged 1.2 years ago
Comments:
Reviews:
 ·Distributel Cable
| adding I wanted to know if they were sending me a return postage packaging for their modem so I tried calling them. Waited on hold for 2 hours and 55 seconds....at which point their machine hung up on me. I called back in and waited another half an hour and then, being completely fed up, I used their "callback feature" by pressing 1 and entering my number. Guess what, no callback....go figure. Same as before with this useless company. I just shipped it back and paid for it myself instead of waiting for them to charge me more money.
Unfortunately, I had closed my twitter account as it was created only to contact distributel. Twitter is the only way you'll be able to get their attention, calling in is useless.
Anyway, I decided to perform a test....after all that waiting and no call back.....
I called my new ISP, teksavvy. It took 45 seconds to get to a person....15 seconds of that was me deciding if I wanted to get to technical or customer. 45 seconds. Compared to.....unlimited...
On another note, I have been doing some downloading tests and see that I'm getting FAR BETTER performance on teksavvy than I ever did on Dist's garbage. Truthfully, I don't quite understand how this is possible since they are both on the Rogers cable network. I'm actually getting what I am paying for with teksavvy, was not so with Distributel.
Just stay away from Distributel. Terrible, terrible company.. | |
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| Review by bodop - Location: Aylmer, QC
- Cost: $74 per month
- Install: about 25 days
Good "Speed is as advertised, No congestion during peak times"
Bad "Sales, Customer Service poorly trained and can not be believed"
Overall "I would look elsewhere unless you are Tecnical and like to call your ISP alot"
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Ordered the 15/1.5 Cable in Quebec (Videotron) on the 3rd. Told the DCM475 modem would be sent. Install for the 26th-tentative.
Modem arrived SB6120 which has 4 downstream channels not the 8 the DCM475 has. Website for 15/1 only mentions DCM475. Call to tell them this and they tell me it is because Videotron will Only allow the SB6120 for initial activation and to get the DCM475 I need to purchase it from them.
Which is a total fabrication on their part = Lie.
Truth is that they are clearing out old SB6120 modems for those in Quebec served by the Ottawa office!
Call comes that the install (InTech) will be the 27th. Tech comes and is somewhat rude, gives me attitude about running the line to the room I need it too. Makes the line 6 feet shorter than where I clearly showed him I need it and leaves.
Hook up the Cable Modem (SB6120) Modem keeps trying to get the profile and reboots every 5 minutes or so. Can see on the Modem Status page that it is getting to "Transfer Operational Parameters Through TFTP - In progress" Call and wait on Hold for over an hour until their Technical Support hours are over at 8:30 PM.
Call the next day and the Modem (as I suspected) had not been provisioned. Tells me they will have to Email another department and it will "hopefully be done today" asks for call back number to inform me when it is down. Not surprisingly - That call never came!
But a few hours later the modem is provisioned and there is internet access. They also stop your access to the modem to view status/diagnostics etc once profile has been sent to the modem.
Speed tests show the line is steady so far even during what would be peak times at 15 down and 1.5 up. Ping times seem high at between 25 - 50+ms.
Distributel has removed the modem rental fee for the fist 4 months as I have been dealing with a Distributel Customer Service Administrator - Dano who addresses Distributel issues here at DSLR in regards to the plentiful and serious issues encountered in dealing with Distributel.
I will see how the line and service test out over the next couple of months and if they follow through on the promised DCM475 - Highly doubt that will happen.
Unless you have hours to spend in dealing with Distributel and enjoy being misled and lied to then I would look elsewhere.
If Distributel is your Only/Best choice then be prepared to have some issues and spend time on the phone listening to lousy Hold Music!
In the end you may well get a fairly good connection!
We will see how it works longer term!
Will update with reliability status of Distributel connection in a Month!
member for 12.4 years, 4466 visits, last login: a few hours ago
updated 1.5 years ago
Comments:
| Review by icenounet - Location: Montreal,QC
- Cost: $65 per month (12 month contract)
- Install: about 5 days
Bad "Tech support incompetant, not so cheaper, voice over ip more expensive then other"
Overall "If you want Hell, go with them..."
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I was client with them for over a year, the only reason that have been client so long was I have a contract with them... I got a dsl account 5mbps with unlimited internet and VOIP...
Tech support is incompetant, don't ever try to call them, they will give you bad information when they answer, if you leave a message, good look to get a call back from them!
Price in cable internet in Quebec are more expensive then everywhere else except for unlimited, but you can find ISP that are more cheaper if you need 75G month or 250G month then them.
VOIP is more expensive, you have to paid for additional option that other included, tech support doesn t seems to know how to make it work correctly and will never want to exchange unit.
member for 2.3 years, 5 visits, last login: 1.6 years ago
lodged 1.6 years ago
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