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Welcome to our Ebox support forum! *** Bienvenue sur notre forum Ebox!

This is a bilingual forum to discuss ELECTRONICBOX, a Quebec-Ontario ISP of VoIP, DSL and cable internet services.
Group: All, VoIP, DSL, Cable, Off-Topicpage: 1 · 2 · 3 · 4 · 5 · next
nster

join:2013-12-15
H2M
Reviews:
·ELECTRONICBOX

2 edits

Group subscription recruitment - SAVE 2$ per month!

Hello,

I have recently completed a group subscription and would like to organize a group subscription for others to be able to take advantage of the group subscription. I will be there for any questions you may have and hopefully provide peace of mind and a smooth group subscription as I will be dealing with everyone so you don't have to worry about dealing with the rest of the group.

Currently I have 4 people interested in this, so hopefully 1-2 people would be nice. I am a member at the RFD forums where my group subscription was successful. you can simply reply to me on this thread or PM me with your interest. Hopefully we can get as many people possible switching to Electronicbox, especially with the current free installation for cable if you were with a cable provider before or for new to ADSL FTTN install is free. The promotion ends on December 31st, so hurry up!

Hoping to hear from some of you soon
nster

join:2013-12-15
H2M
Reviews:
·ELECTRONICBOX

3 edits

Re: Group subscription recruitment - SAVE 2$ per month!

still going on, more info here: »forums.redflagdeals.com/electron···1447147/

Been doing this for a while now Since my sign up in December 2013, I've helped organize 38 groups.

Simply PM me your email address or e-mail me at nstergroups@outlook.com

I will provide you with all the appropriate information and you can join the next group

Right now I'm at Group #35 (my first 4 groups didnt have a # )

Seb Gontrand

join:2013-08-16
Longueuil, QC

Re: Group subscription recruitment - SAVE 2$ per month!

38 groupe? Quand tu vas dépasser ta mensualité vas-tu être payé avec tes rabais références?
nster

join:2013-12-15
H2M
Reviews:
·ELECTRONICBOX

Re: Group subscription recruitment - SAVE 2$ per month!

said by Seb Gontrand:

38 groupe? Quand tu vas dépasser ta mensualité vas-tu être payé avec tes rabais références?

La procédure est que les références ne compte plus après le maximum de ta mensualité atteinte, cependant, si tu as plusieurs comptes, tu peux faire attention et essayer de splitter (donner tes autres numéros de compte pour les références les références entre des comptes différents.

In summary, procedure is that referrals don't count once your bill is at 0$, though if you have many accounts, you could potentially make them all 0 if you give out the right account nuumber at the right times
EyEvil

join:2014-08-18
Longueuil, QC
Rendu là t'es avec le 60mbps et 500GB et Super off-peak. Tu te sens comme un millionaire.
nster

join:2013-12-15
H2M
Reviews:
·ELECTRONICBOX

Re: Group subscription recruitment - SAVE 2$ per month!

said by EyEvil:

Rendu là t'es avec le 60mbps et 500GB et Super off-peak. Tu te sens comme un millionaire.

Je paye pour l'internet des mes parents, de ma soeur et de mon cousin
riri2008

join:2014-09-02

Re: Group subscription recruitment - SAVE 2$ per month!

ca fonctionne comment les groupes ???

moi je suis deja avec ebox est-ce possible de rejoindre un groupe ???
nster

join:2013-12-15
H2M

Re: Group subscription recruitment - SAVE 2$ per month!

nope, seulement les gens qui n'ont pas passé leur commande

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

4 edits

3 recommendations

Staff authorized to offer assistance on the forum

eboxflany See Profile Supervisor & Social Media Ninja
eboxsidney See Profile Supervisor & Social Media Ninja
EboxSteven See Profile Supervisor & Social Media Ninja
EboxRon See Profile Supervisor & Social Media Ninja
Ebox_Eric See Profile Technical Support Eric
eboxdom See Profile CTO
diskace See Profile CEO

DISCLAIMER

Here is the list of staff authorized to offer assistance to members of the forum on behalf of Electronic Box. This forum is a public forum hosted by a third party in another country. Any personal informations sent/received through the forum are not subject to our TOS. You must read Dslreports.com TOS before sending any confidential informations in a private message with a staff member. You do exempt Electronic Box from any liability by using this public forum.

--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX
eboxmanager

join:2014-10-01
Longueuil, QC

Re: Staff authorized to offer assistance on the forum

Bonjour tout le monde,

Je suis le nouveau gestionnaire des opérations chez Ebox, et je vais être très présent sur le forum pour répondre à vos questions ou vous aiser en général.

Hello folks,

I am the new Operations Manager at Ebox, and I'll be always available for any type of questions or inquiries.

Cheers,

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

3 edits

New Approved Modem List (2014)

This list is for year 2014

ONTARIO CABLE

Update, it is now required to have a 8 x 4 tuners modems in Ontario. Here is the updated list:

Huawei MT130U 1A V100R001C01B071

Motorola SB6141 7 1.0.6.12

Motorola SBG6580 1 3.2.1.0-GA-02-249-NOSH

Thomson/Technicolor DCM475 1.0/2.3.0 STAC.02.16

Technicolor DCM475 1.1 STAC.02.16

Technicolor DCM476 2 AC.02.50

Technicolor DCM476 2.1 AC.02.50

Technicolor DCW775 1.1 STB5.01.51

Note: We do not accept Docsis 2.0 modem in Ontario. The reason being that Docsis 2.0 have important limitations that you don't have on Docsis 3.0. Since we're a new entrant for 2014 we want to make sure we begin with the least amount of problems. Thank you for your understanding.

QUEBEC CABLE

Scientific Atlanta DPX 2100 Dpc2100R2-v2.0.2r1256-100817as
Scientific Atlanta DPC 2100 Dpc2100R2-v2.0.2r1256-100817as
Scientific Atlanta DPX 2100 V2 Dpc2100R2-v2.0.2r1256-100817as
Scientific Atlanta DPC 2505 Modem 5-10 Mb

Motorola SB 5100 SB5100-2.3.9.0-GA-00-NOSH
Motorola SB 5101 SB5100-2.8.3.0-GA-01-455-NOSH
Motorola SB5101N SB5100NU-2.1.7.0-GA-00-388-NOSH
Motorola SB5101U SB5100NU-2.1.7.0-GA-00-388-NOSH
Motorola SB 5120 SB5120-2.19.0.16-SCM00-NOSH
Motorola SB 6120 Modem 15-20-30-60 Mb

Technicolor/Thomson DCM-425 DOCSIS 2 Firmware ST52.05.90
Technicolor/Thomson DCM-475 Modem 15-20-30-60-120-200 Mb
Firmware STAC.55.01
--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

jasmo34

join:2008-03-20
London, ON

Re: New Approved Modem List (2014)

Just a bump, to get this thread back on page 1 for a day or two...

Remember, as per the original post...

~~~ NO Docsis 2 Modems accepted on EBox Cable in Ontario! ~~~

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Re: New Approved Modem List (2014)

Here is a new modem approved onto the network as of Today. It will be added to our database over the next few days.

Brand: Coship Model: CCM8200 Hardware: 1.0 Firmware 3.0.0.27
--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21

Re: New Approved Modem List (2014)

Thanks diskace, very interesting. It does leave a lot of questions though..

Which territories is it approved in? What are the specs? What's the price?
--
electronicsguru.ca

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Re: New Approved Modem List (2014)

The specifications are above (model/hw/firmware) that's all you need. We're not selling this modem FYI....only approved for BYOM.

territories as well (this thread is dedicated to a specific territories)
--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21

Re: New Approved Modem List (2014)

What I mean about specifications is, is it an 8 channel down 4 channel up modem like the DCM475/6, or is it the expected 24 channel down, 8 channel up modem? Or maybe something else.. 16x4 possibly?
--
electronicsguru.ca

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Re: New Approved Modem List (2014)

I honestly don't know this as we are not selling this modem. It is definitely a minimum of 8 channel down as this is the minimum now.

Google is your friend.
--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21

Re: New Approved Modem List (2014)

For reference, here's the manufacturer's website:
»www.coship.com/en/ProductView.aspx?id=462

Coship hasn't gotten any FCC approvals in their name since 2008, so no info there. sbrook just pulled some info from Cable Labs, but as far as I can tell nothing too interesting in the results:
»Re: [Cable] New cable modem

The new 24x8 modem is BIG NEWS. Seems strange for this to be it, but at the same time it almost has to be.
--
electronicsguru.ca

Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
Talked to a company rep, and it is 8x4 and a gateway.

False alarm I guess
--
electronicsguru.ca
toro

join:2006-01-27
Scarborough, ON
kudos:7

Re: New Approved Modem List (2014)

Perhaps someone has found a truckload of these really cheaply and got them certified so they can sell them ?

Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21

Re: New Approved Modem List (2014)

Haha, ya I've often wondered about trying to get a modem approved. Scientific Atlanta modems like DPC3010 and DPC3008 have been around in the the surplus market for about half the cost of new DCM475/6.

Anyway, more on Coship. They do not have a Canadian distributor, and consequently the minimum order quantity is 5,000 pieces! I'm still curious about the price though. Not sure if I'll bug them or not
--
electronicsguru.ca

Cesco
Electronic Box toddler
Premium
join:2009-01-28
Montreal, QC
Oddly, The Sopranos theme song started playing in my mind upon reading your post, toro
--
Electronic Box: proof that buying local is NOT always more expensive.

Rambytes

join:2006-05-27
Saint-Jean-Sur-Richelieu, QC
it's me or the Thomson DCM-475 is the most popular?

hsheriff

join:2012-09-04
Saint-Lambert, QC
Reviews:
·ELECTRONICBOX
·TekSavvy Cable

Re: New Approved Modem List (2014)

said by Rambytes:

it's me or the Thomson DCM-475 is the most popular?

It's definitely the most popular for IISP's in Quebec, all the ISP's sell it.
riri2008

join:2014-09-02
Scientific Atlanta DPX 2100 V2 Dpc2100R2-v2.0.2r1256-100817a

cest un docsis 2 c'est quoi la vitesse maximum qu'on peut avoir avec 15 mbt cest bien ca ??? merci

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Re: New Approved Modem List (2014)

Note that the firmware for Quebec on DCM-475 is STAC 55.04 and not STAC 55.01 from now.

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Cable Modem Ontario FAQ

Warning: This FAQ if for Cable Modem procedures in Ontario only. Informations described above might not apply to other region.

1. What is the procedure to transfer from my current Cable Distributor to EBOX.

A: Make sure you call your provider before you call us and schedule a disconnection date at least +10 business days in the future. Call us and tell us the cut off date scheduled and we will attempt to match it. This process is dependent on your current provider will to send the disconnection request in advance. Some providers may only send their disconnection request 1 day before the cut off. In such case EBOX might not be able to transfer the service as agreed on the cut off date as our order WILL be rejected at the time we send the transfer request. Make sure you insist to have your current provider process the paperwork in advance.

Usually if you transfer from the main Cable Company the process will be seamless.

2. Can i BYOD (bring your own device) and what are the conditions ?

A: Yes you can bring your own device as long as it is on the approved modem list and that you have the right firmware installed. Cable Modem from other regions/countries might not work. EBOX takes no responsibilities in the event your modem is not working.

IMPORTANT: If you transfer from another cable company to EBOX *and* you want us to transfer your own modem there will be a downtime starting on the cut off date. For example if you schedule to disconnect from your current provider on March 3rd we will attempt to have the account ownership moved on that day. Once the account ownership is moved to EBOX we can proceed with a request to have your modem transferred into our inventory. This process takes 24 to 72 hours generally but could be longer. At the time of the cut off your modem is still assigned to your previous ISP. The process of transferring the modem can only begin once the account ownership is changed to EBOX. Once the transfer of your modem is completed your modem will be tagged to EBOX network and you will obtain an ip address from our network.

As a rule of thumb the process is easier when you buy a new modem. We charge a 20$ fee for processing modem outside inventory transfer request. Another way to see it is our regular install price is 69.95$ and you get a 20$ discount when you buy our modem. We are not trying to make the process hard so we can sell more modem it's just the way it work. Buying on classified ads modem that are reconditioned or appear new could delay your install.

Please note that EBOX force the use of DOCSIS 3.0 technology even for BYOD.

Modem rented from the main Cable Distributor who were not returned cannot be used. The order will be rejected at some point. Make sure you call your provider before placing your order if you are not 100% sure it's yours.

3. How fast is the service and how reliable ?

A: EBOX has ordered 10 Gig link from the main Cable Distributor in order to have enough capacity at peak hours. This is currently the fastest type of circuit available for backhaul. On top of backhaul other components are required to ensure speed is good such as POI capacity (CBB) and last-mile CMTS capacity. The POI capacity is managed by EBOX and monthly report are posted on the forum with peak usage numbers. The reports are made public so clients can see if we did not managed POI capacity properly. Our track record in other region is pretty good so clients can be confident the service is stable and fast.

For the last-mile we are dependent on the goodwill of the main Cable Distributor to fix issues and our own internal ability to troubleshoot and report problems adequately. Our experience with this new region is relatively new (as of January 2014) but we do have strong base on cable modem in other region.

4. Are you a new company and should i do business with you ?

The question might sound funny for some but it's a good one. Actually EBOX has been in operation since 1997 making us one of the oldest independent around. Our reputation is based on honesty and transparency and let's face it very good pricing As you can read from above we try to provide as much details as possible so you can make a good decision. We operate our own call center with quality in mind and our employees are bilingual. You can speak to us in French and English. Some are anglophones some are francophones. It's up to you. We would call ourselves a mid-sized independent ISP who is close to it's customers.
--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX
donl

join:2010-04-23
Brampton, ON

Re: Cable Modem Ontario FAQ

Diskace - I am have SB6120, would that be accepted by eBox, if not what modem does eBox provide if I were to buy one from you guys?

Thanks

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Re: Cable Modem Ontario FAQ

you didn't read 3 posts above yours didn't you ?
donl

join:2010-04-23
Brampton, ON

Re: Cable Modem Ontario FAQ

I did, but hoping for different results if I ask again. The definition of insanity

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Re: Cable Modem Ontario FAQ

Here is a new modem approved onto the network as of Today. It will be added to our database.

Brand: Coship Model: CCM8200 Hardware: 1.0 Firmware 3.0.0.27
--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX
nster

join:2013-12-15
H2M

Re: Cable Modem Ontario FAQ

any info on this modem? google didn't help

blakenet

join:2011-03-15
Montreal, QC
»www.coship.com/en/ProductView.aspx?id=462
--
non mais... ca speux tu

•••••••

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

1 edit

Cable Modem QUEBEC FAQ

Warning: This FAQ is for Cable Modem procedures in Quebec only. Informations below might not apply to other region.

1. What is the procedure to transfer from my current Cable Distributor to EBOX.

A: First you need to determine if you are with the main Distributor or a third party.

-> Third party Transfer: Make sure to call your provider before you call us and schedule a disconnection date at least + 10 business days in the future. Call us and tell us the cut off date scheduled and we will attempt to match it. This process is dependent on your current provider will to send the disconnection request in advance. Some providers may only send their disconnection request 1 day before the cut off. In such case EBOX might not be able to transfer the service as agreed on the cut off date as our order WILL be rejected at the time we send the transfer request. Make sure you insist to have your current provider process the paperwork in advance.

-> Main Cable Distributor: Determine if you already had telephone service with them and/or what type of modem you have. If you have an Arris brand modem or have/had the home phone with them you will fall under a category called TRANSFER With a Technician. There are no extra charges for a transfer with a tech vs without a tech. Do not attempt to fool the customer service agent by lying and claim you don't have an Arris modem or home phone so you can escape the Technician visit. Your order WILL be flagged and rejected by the main cable distributor or your service will not work properly. The reason is modem for home phone (Arris brand) have a lockring that cannot be removed without proper tool. When you will attempt to install your new modem with EBOX you might not be able to do it. Using the flat screwdriver technique is not recommended as you may damage your coaxial cable. We don't care if you are a field tech or Pier-Karl Peladeau this procedure apply for everybody. This is how it work so it's pointless to argue ;o)

Now if you don't have an Arris brand modem and/or home phone you fall under the category called TRANSFER without a Technician.

Note: DO NOT CALL YOUR OLD PROVIDER until the transfer is done. We usually take care of transferring your service but we now require that you call your provider to confirm the service was properly cut. When dealing with your old provider make sure you mention them you are with a TPIA and if you take this opportunity to cancel another service such as home phone or TV this will trigger a field tech to cut the coaxial loop at the telephone pole. Again make sure to tell them you are moving with a TPIA and to not send a field tech to cut your other services as this will cut your internet with us. You must also return your old modem to a SuperClub. If you don't do this they will continue to bill you even if you were transferred.

Never give the modem to a field tech and always keep the proof of return when you go to SuperClub. This way you are backed if you are getting billed for a non-returned modem.

Note 2: Delays in this FAQ are approximation and only a phone call to our customer service can give you an idea of the delays to process your order. When we mention 10 business days it could be shorter or longer depending on the period of the year. In June/July for example we have seen delays rising to 21+ days due to extremely high volume of orders.

2. Can i BYOD (bring your own device) and what are the conditions ?

A: Yes you can bring your own device as long as it is on the approved modem list and that you have the right firmware installed. Cable Modem from other regions/countries might not work. EBOX takes no responsibilities in the event your modem is not working.

Here is the list of approved modem for 2014:
»New Approved Modem List (2014)

IMPORTANT: If you transfer from another cable company to EBOX *and* you want us to transfer your own modem there will be a downtime starting on the cut off date. For example if you schedule to disconnect from your current provider on March 3rd we will attempt to have the account ownership moved on that day. Once the account ownership is moved to EBOX we can proceed with a request to have your modem transferred into our inventory. This process takes 24 to 72 hours generally but could be longer. At the time of the cut off your modem is still assigned to your previous ISP. The process of transferring the modem can only begin once the account ownership is changed to EBOX. Once the transfer of your modem is completed your modem will be tagged to EBOX network and you will obtain an ip address from our network.

As a rule of thumb the process is easier when you buy a new modem. We charge a 20$ fee for processing modem outside inventory transfer request. Another way to see it is our regular install price is 69.95$ and you get a 20$ discount when you buy our modem. We are not trying to make the process hard so we can sell more modem it's just the way it work. Buying on classified ads modem that are reconditioned or appear new could delay your install.

Modem rented from the main Cable Distributor who were not returned cannot be used. The order will be rejected at some point. Make sure you call your provider before placing your order if you are not 100% sure it's yours or check on your Main Cable Distributor Bill there will be a line saying *Modem prêté or Modem acheté*.

3. How fast is the service and how reliable ?

A: EBOX has ordered multiple 10 Gig link from the main Cable Distributor in order to have enough capacity at peak hours. This is currently the fastest type of circuit available for backhaul. On top of backhaul other components are required to ensure speed is good such as POI capacity (CBB) and last-mile CMTS capacity. The POI capacity is managed by EBOX and monthly report are posted on the forum with peak usage numbers. The reports are made public so clients can see if we did not managed POI capacity properly. Our track record in other region is pretty good so clients can be confident the service is stable and fast.

For the last-mile we are dependent on the goodwill of the main Cable Distributor to fix issues and our own internal ability to troubleshoot and report problems adequately. We have experience with processing over 100 000 orders and are currently the largest TPIA in the region of Quebec. Many of our internal staff used to work for the main cable distributor so we are very well equip to fix issues and understand the background situation.

4. Are you a new company and should i do business with you ?

The question might sound funny for some but it's a good one. Actually EBOX has been in operation since 1997 making us one of the oldest independent around. Our reputation is based on honesty and transparency and let's face it very good pricing As you can read from above we try to provide as much details as possible so you can make a good decision. We operate our own call center with quality in mind and our employees are bilingual. You can speak to us in French and English. Some are anglophones some are francophones. It's up to you. We would call ourselves a mid-sized independent ISP who is close to it's customers.

--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

••••••••••••••••••••••••••••••••••

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

Projects and geek porns

Click for full size
fiber switch
Click for full size
dwdm
So we're currently expanding our datacenter presence to 1155 University in the next couple of weeks. We're currently building our very first DWDM redundant link between 1250 René-Lévesque and 1155 University. The dark fiber will follow 2 differents paths in case of breakdown.

This new datacenter will serve as a redundant BGP location and much more....some top secret project we are working on (more to come soon)

The first picture is our DWDM mux/demux supporting 100 Gbits SFP. At beginning it will be running 10 Gbits SFP. The next picture is our 2 carrier grade switches. One will be at 1250 rené-lévesque and another one at 1155 university. We also have a third cold spare in case of hardware failure.

Theses are Juniper EX4500 (20 x 10 Gbits ports) switches.

The new datacenter will have redundant AC supply. We have 4 x 48U reserved for new projects.

Any ISP looking at picking up bandwidth or x-connect to existing services at 1155 university and travelling to 1250 can contact me.

--
Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

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mugurd

join:2001-05-24
Ottawa, ON
Reviews:
·callwithus
·ELECTRONICBOX
·Anveo
·Start Communicat..
·CIKTEL Telecom

4 edits

[Cable] ONTARIO Rogers issues

...50% lower speeds, ping times higher than normal = congestion

7/15/2014 23:11 EDT 198.16.164.xxx 14.61 Mb/s 4.23 Mb/s 38 ms Longueuil

[att=2]


••••••••••••••••••••••••••••••••••••••••••••••
LanAdmin

join:2010-11-07
Montreal, QC
Reviews:
·ELECTRONICBOX
·voip.ms

3 edits

[VoIP] Ping élevé avec montreal3.voip.ms

J'ai présentement un ping de 30ms avec montreal3.voip.ms. La dernière fois que j'ai vérifié j'avais 11ms.

Avec toronto3.voip.ms c'est 50ms, normalement c'est 18ms.

Il y a présentement un problème, on passe par Los Angeles pour aller à Montréal?

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••
LanAdmin

join:2010-11-07
Montreal, QC
Reviews:
·ELECTRONICBOX
·voip.ms

[Cable] Ebox ne conteste pas le retrait par Vidéotron du 15 et 20mbps

Ebox reste silencieux, GemsTelecom demande au CRTC de refuser le retrait du 15 et 20mbps par Vidéotron: »www.crtc.gc.ca/8740/fra/2014/v3_50.htm

Voir AMT 50: »www.crtc.gc.ca/8740/fra/2014/v3.htm

GemsTelecom »fr.gemstelecom.com/internet/residential

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••

diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

2 edits

Super Off-Peak - Officially coming to Quebec Cable 1 September 2014

I am starting a new thread so all questions will not be lost in the old 45 pages+ thread.
Je pars une nouvelle discussion afin que les questions ne se perdent pas dans un thread de 45 pages+

Dslreports.com get the leak before the emails will be sent to all our users on Monday. Dslreports.com obtient la nouvelle en premier avant que les courriels sont envoyés à tous les clients Lundi.

(english version below)

Cher(e) client(e)

Electronic Box est heureuse de vous annoncer le lancement d'un nouveau compteur de bande passante pour les clients du service internet câble au Québec. Le nouveau compteur qui entre en vigueur le 1ier Septembre 2014 offre une plus grande précision, plus de détails pour l'utilisateur et des nouvelles fonctions dont le Super Off-Peak. Les clients du service DSL ou FTTN ne sont pas affectés par ce communiqué.

Rappel: Mettre à jour vos favoris si vous utilisez un lien direct sur l'ancienne URL. Les données de l'outil 1.0 ne seront plus utilisées pour la facturation et seront réputés invalides.

Nouvelles fonctions disponibles sur le compteur 2.0

Super Off-Peak – Une option simple, intelligente et abordable Seulement 4,95 $/mois

Dites bonjour au Super OffPeak, la nouvelle option hyper tendance de Electronic Box. Le Super OffPeak est une nouvelle option offerte aux abonnés du câble qui active sur votre compte une énorme fenêtre d'utilisation illimité entre 02h00 AM et 14h00 et ce, même la fin de semaine. Mais comme ceci n'était pas assez pour notre équipe de produit nous avons ajouté le téléversement illimité en tout temps aux abonnés de l'option Super OffPeak. Libérez la bête, activez le Super OffPeak sur votre compte dès maintenant.

Quelques gros avantages du Super OffPeak

Streaming des émissions le matin jusqu'à 14h00 gratuitement
Les enfants peuvent regarder des émissions la fin de semaine sans causer des surprises
Programmation automatique des téléchargements dans la fenêtre 02h00 – 14h00 avec (uTorrent)
Sauver jusqu'à 25% de votre consommation avec le téléversement illimité en tout temps.

Q: Pourquoi sauvons-nous jusqu'à 25% de notre consommation ?

R: Lorsque vous utilisez internet, votre modem doit transmettre des informations en tout temps afin de recevoir des informations en retour. Les données transmises sont comptabilisés contre la consommation mais en vous abonnant au Super OffPeak les données transmises sont illimités en tout temps ce qui à pour effet de réduire votre consommation totale jusqu'à 25%.

Comment commander le SuperOffPeak ?

Rien de plus facile. Rendez-vous dans la section Soutien de notre site et cliquez sur Consommation internet par Câble. Entrez votre code client/VL. Votre consommation sera affichée et il sera possible d'activer le Super OffPeak en cliquant sur activer Super OffPeak. Des questions de sécurité vous seront demandés avant d'activer l'option sur votre compte.

Commande de bloc de consommation sur l'outil 2.0

Il sera également possible de commander des blocs de consommation directement sur le nouveau compteur. Les blocs seront ajoutés sur votre compte immédiatemment.

A noter qu'il est uniquement possible d'ajouter des fonctions sur l'outil. Si vous désirez retirer des options, il sera nécessaire d'appeler le service à la clientèle ou envoyer un courriel.

Nous espérons que ces nouvelles fonctions vous serons utiles et nous vous remercions sincèrement pour votre clientèle.

=====ENGLISH VERSION =====

Greetings valued customers,

Electronic Box is excited to announce launch of our new enhanced usage meter for Cable Internet subscribers in the province of Quebec. Our new usage meter will replace the old one starting September 1st 2014. Our new enhanced usage meter is more precise, offer advanced details and new options such as Super OffPeak. Customers on DSL or FTTN are not affected by this message.

Remember: Please update your bookmarks if you are using a direct URL link to the old meter. Data on our old usage meter will no longer be used for billing and will be reported as invalid.

New features available on our new meter

Super OffPeak – A simple, smart and cheap option. Only 4,95$/month

Introducing Super OffPeak, our new hyped option for Cable Internet subscribers. Super OffPeak offer a huge 12 hours unlimited usage window between 02h00 AM and 14h00 PM on your connection every day including week-ends. But that's not enough, we've thrown unlimited upload at all time for users who add Super OffPeak. Unleash the beast, activate Super OffPeak now !

Why should I add Super OffPeak on my account ?

Unlimited video streaming until 14h00 everyday
If you have kids, they can watch programs every morning without causing anything against your regular usage.
Schedule automated download during the unlimited window. Programs like uTorrent have a build-in scheduler.
Save up to 25% on your regular usage thanks to unlimited upload.

Q: Why do I save 25% on my regular usage with Super OffPeak ?

A: When you are on Internet, your modem always send data in order to receive informations such as a movie or a simple web page. Sent data can account up to 25% of your usage and are combined in your total usage. When you add Super OffPeak our meter will simply ignore your sent usage freeing up more download for you.

How do I order Super OffPeak ?

Ordering is easy and will take effect in just a few seconds on your account. Simply go to our website under the Support section and click on Cable Internet usage - Quebec. Enter your account number or VL code. Your usage will be displayed on our new meter and there will be a link to activate Super OffPeak. Security questions will be asked before activating the option on your account. You can also call us to do it over the phone.

Order data transfer packages (blocs) through our new meter.

It will now be possible to order data transfer packages online straight from our usage meter. Extra usage purchased online will be added on your account on the spot even when our call center is closed.

Please take note that you can only upgrade online for now due to technical limitations. Downgrades will be processed by phone or emails.
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Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

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EboxCustomer

@173.246.0.x

My experience in Ontario

Hi!
I was very excited to get Fttn internet from Electronic Box, but Three months in its been nothing but problems. I am sure in Quebec these guys are awesome, but the level of service, support and reliability in Ontario is leaving something to be desired.

I called up to take advantage of a half price offer they had for Cable internet service in my new house. I am told that yes I could get the package, so they charged me for the setup and I was none the wiser. I then find out, no I can't get cable in my area. They told me I can cancel my install but they cannot reverse the charges they have already made, and I can use it towards another service. I'm sorry but that's your mistake, why won't you refund me my money that you took for no good reason? Anyway, I use it as a payment for FTTN service, which gets set up a few weeks later.

The setup man came and hooked up the modem, but didn't bother to check if the internet was working - it wasn't. I then had to spend an hour on the phone with Electronic Box getting it fixed. I finally get internet set up, and it turns out Electronic Box had sent me the wrong password for my account. Ok fine everyone makes mistakes.

It's been three months. I am loosing connection about once a week, and need to reset my modem. My speeds are less than half of what I am paying for. I am on the 25mbps FTTN package, and in evenings I am getting 5mbps, during the day the maximum I have ever seen is 12mbps. I continue to email them, but they do not respond to emails in a timely manor, and it takes multiple days to even get a response.

As I type this I am on hold. I was in the English Queue position 11, and made it down to position 1, then all of a sudden a french voice starts speaking and tells me I am position 15 in the queue. Now I am being addressed only in French - which I do not understand.

All my invoices come in French, as do emails from the company. I feel like a second class customer, like they don't care because I am not a Francephone. I have been on hold for over 40 minutes, and now am at position 11 in the French queue so I predict I will be on hold another 30 -40 minutes before I am thrown back into a random queue. I was calling up to discuss my service, and what to do to improve it - now I am calling to cancel.

I would advise Ontario customers to stick with an Ontario company, or at least wait until Electronic Box sort themselves out, because they don't give a crap about your service.

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lsy6411

join:2013-08-27

[Cable] QC-first impression-uncertain installation date

Made my payment with Ebox on Sept. 1, still haven't got exact date for installation, not to mention the installation itself. I am a student working on papers, end up staying in library everyday for internet.

I know it's third party's job for installation. Ebox charged me so I have to blame them. If anyone like me need internet ASAP, maybe better seek other options. I was with Bell, fast service, no complaints. Just unavailable at high speed in my new place. Thought I'd give Ebox a try, fail...

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gamebird9

join:2012-12-13

[Cable] [ON] Very unhappy new customer to Electronic Box Cable

So I just got off the phone with a customer representative in Electronic Box, VERY DISSATISFIED with the customer service provided.

So here is my experience:
August 26th, called Teksavvy to cancel my cable Internet on Sep 22nd, received confirmation email 2nd day

Sep 2nd - Placed my order online with electronic box and set up the transfer to be incurred on Sep 22nd

Sep 9th - Received order confirmation email

Sep 11th - Credit card is billed

Sep 15th - Received a phone call from an agent and was told the transfer won't happen in Sep 22nd, and I asked when I am going to have my Internet, she doesn't know. So I sent in two emails to "sales@electronicbox.net", but nobody replied

Sep 17th - Called electronic box and spoke with another agent. The agent's employee # is 68. The agent told me because Teksavvy did not send in the request to Rogers, so they could not activate my Internet on Sep 22nd. And the agent told me to call Teksavvy to postpone my cancellation for another 15 days, otherwise I will have to pay $49.95 plus tax to have my Internet activated on Sep 23rd. He told me based on CRTC law 60, I have a right to change the cancellation date. So I asked him to hold, and I called Teksavvy with my cell phone right away. Teksavvy told me the cancellation cannot be undone since my cancellation request has been sent to the vendor, and vendor has confirmed this on August 31st. I asked for proof, then Teksavvy sent me a confirmation email with ticket number for the cancellation request from TPIA team of rogers. Then this is so clearly the Electronic Box is lying on my face that Teksavvy did not submit a request to Rogers. I told the agent # 68, I can provide him with the proof from Teksavvy with ticket # with Rogers. But he did not want to see it. He just emphasize either I am going to live without Internet for an indefinite period of time, or pay $49.95 plus tax to become a new activation. At the end, I am so tired of this one hour long conversation and I cannot live without Internet for too long, I agreed to pay the $49.95 installation to have my Internet installed on Sep 23rd.

I would recommend new customers to be aware of this company, their ads online to lure you transfer from other company for free installation but this never going to happen. From my point of view, this charge should be waived as this is totally not a customer fault for not following the correct procedure to sign up.

Now I am hoping to have my Internet on Sep 23rd. But this initial experience is really unpleasant.

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skruje

join:2013-06-25
Montreal, QC

QIX peering with RISQ

Hi guys - just wondering if there was any news on EBox's peering with RISQ. It was working great for several months and has suddenly disappeared. Traffic now flows via New York on Level3 and Cogent with significantly more hops.

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unhappyebox

join:2014-09-17
H3G 0A6
Reviews:
·ELECTRONICBOX

A Complete Nightmare

On August 31st I called electronic box to order internet. I was told i had to pay immediately and so on that day I paid by credit card for installation, shipping for the modem and the first month of service.

The person with whom I initially spoke had made it seem like I could expect to hear back within a few days and that the installation would occur 2 to 3 days after that.

Over a week (8 days) later, I had not yet received the modem nor had I heard anything back from them regarding my installation. I called back and found out that while my payment was of course processed immediately, the rest of my order was never processed - the modem was never shipped and they never put in the order for my installation. I was pretty upset, but I understand that mistakes happen and I let it go and just explained to the representative that i needed internet ASAP and to please put a rush on it. Seeing as how they made such a mistake after already taking my money, one would expect them to maybe place some importance on this request. I was told that i would get a call as soon as possible or within the next 3 to 7 days at the latest. I was pretty unimpressed at this point.

It is now 11 days after that and although I received the modem I did not receive any call from them. I had to call back yesterday and the person I spoke to was the icing on the cake - no apologies, no acknowledgement of how bad this looks or how upset I must be. I was calling from work so I will note that I was polite when speaking to her. My phone data bill is going to be through the roof this month because of all the data i have had to use on it. I also have had to go and work in cafes to use internet in the evenings. It has been almost 3 weeks and they still cannot tell me when I will have internet! I asked to speak to someone who could help me since she obviously could not and was told that someone would call me back within 48 hours. I explained that this was unacceptable and I wanted the situation resolved immediately because I did not want to be stuck without internet for another weekend. With bell I would have it by Saturday and would not have to pay for installation. She told me there was no way to resolve this and I had to wait 48 hours.

I then decided to cancel. I told her I wanted a full reimbursement. and she said I could discuss that in 48 hours when speaking with the supervisor - Are you kidding me???

Till now (24 hours later) I still haven't heard from them. This is by far the worst experience I have had with any service provider. I know issues can happen and mistakes happen but this is just unreal.

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Phix

join:2006-01-28
Quebec, QC

Changement de capacité - Câble Extrême 30

Bonjour,

J'aimerais savoir s'il y a un délais de 30 jours comme avec un changement de vitesse si je désire effectuer un changement au niveau de la capacité de mon forfait.

Par exemple :

J'ai présentement le forfait Câble Extrême 30 avec 250GB

J'aimerais changer pour Câble Extrême 30 avec 150GB + l'option Super Off-Peak

Merci.

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TF

@96.127.244.x

[DSL] all good

There have been a lot of posts lately about problems with ebox. I just wanted to to share with the forum how excellent my experience with ebox has been over the last two years.

I've been on the dsl 15/1 plan for a while and I get excellent speeds both up and down. I'm aware 15/1 is relatively sluggish, but hey, I'm getting the advertised speed at a reasonable price.

Rarely do I have any problems. When I have had issues, they have been corrected pretty quickly, both over the phone and by email.

It's unfortunate to hear about those of you who are having poor experiences, however I want to make sure that ebox gets a fair shake when it comes to reviews. Great work guys, I'm looking forward to continuing my business with you in the future.

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peyo

join:2003-01-31
Verdun, QC

Leaders de la croissance: le palmarès 2014 Ebox#2

C'est la version québécoise du classement de Profit. Il y a un portrait des 20 premières entreprises. Fibrenoire est#1, Ebox#2.
Leaders de la croissance: le palmarès 2014

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jejeclav

join:2014-09-28
Reviews:
·ELECTRONICBOX

[Cable] No internet after transfer from Videotron 45 days rafte (Qc)

Aug 16 : I ordered their Cable service (Extreme 20) as transfer from Videotron
I was emailed that it would take 3 to 7 days to get an appointment (it is also indicated on their website).
During the order process, I had indicated that I needed installation during a weekend (they give you time slots to choose)
First phone call for an appointment : 12 September (that is to say nearly a month after I pass the order!)- they give me an appointment on a weekday. OK...let us fix another apointment. They will call me back
Second call : 15 September. They AGAIN give me an apointment for a weekday
Third call : 19 September: Appointment given for Saturday 9-28 - at last!!!
Saturday 9-28. The technician comes. He says he works principally for Videotron. After 10 minutes he leaves my home, saying: you should have internet in 3 minutes (why can't he check it????). After 3 hours, no internet. I call the service department. After waiting for approx 1 hour, someone calls me. He says that he cannot do anything because the service is closed (it is Saturday, 1 pm),but I should call back tomorrow.
I call again the next day (Sunday), wait again a long time on the phone, and now I am told that they cannot do anything, but that I should check whether the service is working in 2 more days.

Conclusion : This company is unable to fulfill their commitment. They take your money and then NOTHING HAPPENS. Currently, my home has no internet, no phone line (it is an internet phone) and therefore no burglar alarm.

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diskace
Electronic Box CEO
Premium,VIP
join:2002-02-21

1 edit

Electronic Box : New billing platform Oct 5

Click for full size
downloadFactures _av···- 000145 53,912 bytes
(Factures _avec balance de paiement_-00000112 30_09_2014 - 000145.pdf)
Hi guys, just a quick note to let you know we will move from our old billing platform to our new billing platform October 5th. This means that our invoices sent October 7th will have the new skin.

The invoice layout will change along with some new visual features

- one bill per month (overusage, long distance, super off-peak will all be blended into a single bill)
- balance on account
- payments made to your account
- ability to add a backup credit card in case first one is refused. The system will automatically bill the second card if the first one is refused
- postal code lookup for accurate address
- pci-dss compliant for security

From a service perspective nothing will change.

The new system will allows us to enter a new era of online services (online portal, faster changes to service upgrade/downgrade request etc...). At start nothing will change in our procedure (still have to wait for the next bill to make a change but the new system will allow us to have a faster response to changes requests).

The new system was built in roughly 16 months of part-time coding / project management. It is a huge improvement over our old system.

(i know there is a typo in the word Paiments btw)
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Electronic Box Inc. - Jean-Philippe Béïque
Ebox forum »ELECTRONICBOX

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