Re: please provide constructive feedback- Bell CPE in Bell Canada

Re: please provide constructive feedback- Bell CPE

Tue, 05 Jul 2005 11:28:27 EDT

Tyreman : while ther might be a lot of modems out there on used sites you really don't know what you are buying.

Re: please provide constructive feedback- Bell CPE

Tue, 05 Jul 2005 06:03:40 EDT

Tyreman : Well to be or not to be... and so far its to be... thats the way it is
many years ago customers in some exchange areas had to pay a phone rental fee as well on a phone supplied by bell that was used by the customers subsequently for years,I am sure the phone cost was recouped many times over.
Though it might be nice to have the free will to use what you will(modem wise) it is possible that would open the door as an excuse\requirement to up service fees or their internet services somehow-+, especially if a lot of people wanted no rental of modem and provided their own modem but who knows,whada I know 'bout it?.. not much I don't work there!?

Re: please provide constructive feedback- Bell CPE

Mon, 04 Jul 2005 17:58:07 EDT

anon : I would like to see the tech support employees become less rigid about their procedures. Whenever there's a problem with my connection, I want to call tech support. But I never do, because I know the techs will almost always steadfastly deny that the problem is on Bell's end and then try to run me through a passel of changes to my settings.

My settings are fine. They don't spontaneously change, and my connection usually works. I'm the sort of person who wants to call up tech support and be told there's an outage, because that's reassuring to me. I don't want to be run through half an hour of fiddling with my system only to be told (after all the changes have been made and done nothing to help) that oh yes, there is in fact a problem in Ottawa and we're working on it. This has happened more times than I care to count. Be honest with your customers.

Re: please provide constructive feedback- Bell CPE

Sun, 03 Jul 2005 18:59:06 EDT

HiVolt : Another thing that should be improved, is Bell's ability to tell a new customer the sync rates he could be expecting. Selling an "up to 3mbps" service and sticking people with 1mbps sync and charging full price isn't fair, yet that's exactly what they do.

A customer should be told prior to ordering that he may not experience the full speeds. There's nothing I hate more than seeing people post and complain that Bell reps promised them the world, full speeds, and they get crap.
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Re: please provide constructive feedback- Bell CPE

Sun, 03 Jul 2005 18:52:09 EDT

eots : I couldn't agree more! Customers shouldn't have to wade through all the IVR options just to hear a service interruption announcement that should have been made available sooner. The service had been down for over 2 hours before any announcement was even recorded and putting the announcement on the web site was pointless when customers couldn't authenticate and therefore could NOT get to the web site!

A little common sense goes a long way.

Re: please provide constructive feedback- Bell CPE

Sun, 03 Jul 2005 16:50:50 EDT

jean7of9 : Im Listening: On July 1st Sympatico was down in my area in Laval Quebec from 17:00 till probably early morning. I could not get in touch with Tech Support because of calls overload, and only this impossibility of contacting Tech Support lead me to believe that I was not alone in this, so stopped fiddling with my various configuration which could have busted my settings as usual. As a Bell Company you should have enough "Telephone lines" and connections to deal with such emergencies. When the Network is down we do not need to talk to Tech Support to find out, only a strait forward "Simple Recording" will do. For the above outage, you had a recording which I could reach only past midninght, but, in order to hear that recording I had to: Punch my phone number then listen to a long instruction, before having to punch again my Personal ID. That is a very long route for a simple message. Next time please do away with all the unnecessary introductions and simply state the Network is Down. This procedure will shorten the call time by 85%. Thanks.

Re: please provide constructive feedback- Bell CPE

Tue, 28 Jun 2005 20:07:59 EDT

anon : There are many things that as a Multi-Million dollar Monopoly company can do to make services better. I have made many things clear to Bell before I choice to rid thier service. As before mentioned I wanted a legitimate answer to "Why should I stay with them for my services?"

They could no come up with one good reason, thus myself like probably many others switching companies. This will create a end result of costing them millions. So ask yourself this question again, "If it sucks, how would you change it to make it better, without costing gobs more money to inflate prices?"

Listen to your customers! Do what is best to suit the customer. Including not charging an outrages price for services that are offered alot cheaper as said, Because the end result will be the cost of many customer and thus the loss revenue.

Example is the Modem Rental. Why could they not offer me to purchase the modem to lower the costs?

Oh but they said they would waiver the fee after the fact that I had switched companies! To late!

So ask, does this cost them revenue or does this create revenue?

If fixing a DSN server is constructive feedback then so is the fact that they must solve there customer service (tech support) because it will cost them more money in the long run, and I am just one out of how many people have switched.

This goes back to the early 90's long distance hack that cost Bell lots of money due to the fact that Bell cut 12,000 jobs in 2.5years by replacing people with computers. Thus the CRTC ruled that if Bell had a real person at hand this may have been cought.

Re: please provide constructive feedback- Bell CPE

Tue, 28 Jun 2005 13:08:09 EDT

MacGyver :

said by Billy-Bob:

If positive feedback is only wanted then what good is this topic other then for marketing info.

BINGO, you hit the nail on the head!

And the original post asked for constructive feedback. Stuff like "fix the DNS servers" would be an example of something constructive - doing so would make a positive difference in the quality of service.

Saying stuff like "tech support sucks" is not constructive, it's more or less just a rant, which we've heard plenty of times around here already. If it sucks, how would you change it to make it better, without costing gobs more money to inflate prices?
--
There is no limit to what one can do, so long as they don't mind who takes the credit.

Re: please provide constructive feedback- Bell CPE

Tue, 28 Jun 2005 09:13:33 EDT

anon : "All feedback is welcome"

Thus the feedbacks that have been comming throughout this whole topic.

"however try to keep it positive as it tends to create a lot better results, as oppose to putting the Sympatico employees in a defensive mindset."

If positive feedback is only wanted then what good is this topic other then for marketing info. It is all about how we can "SCAM" the next person into our service.

Re: please provide constructive feedback- Bell CPE

Tue, 28 Jun 2005 00:07:11 EDT

Sean : He kind of did ask for postive feedback.

quote:
All feedback is welcome, however try to keep it positive as it tends to create a lot better results, as oppose to putting the Sympatico employees in a defensive mindset.

Re: please provide constructive feedback- Bell CPE

Tue, 28 Jun 2005 00:04:25 EDT

andyb :

said by Billy-Bob:

hmmmm, Looks as if Bell(Sympatico) has some pull on this site as well as having thier hands in the pockets of many. Why would a few comments being made here be pulled other then to really show what a monopoly Bell has.

This is only to find "Positive feedback", they do not care about the negitive feedback. This again helps with there marketing to sell or sucker more customers.

i have no idea where you were going with that post but it took me no where.he didnt say he didnt want positive feedback he just dont want useless unconstructive posts like yours that do nothing to help him

Re: please provide constructive feedback- Bell CPE

Mon, 27 Jun 2005 22:27:56 EDT

Doci : Sean, you never have to do the bullshit if you give them enough technobabble. When there's a real issue to be resolved, I ask them to forward me to tier 2 as they won't be able to help me with the issue. The only time I really talk to them is if it is a modem swap as they can do it just as well and I don't have to wait on the line for a 2nd tier agent.
--
My freedom is a debt to Hitler.

Re: please provide constructive feedback- Bell CPE

Mon, 27 Jun 2005 22:02:38 EDT

rossi2 : Well if you want my feedback I'd be glad to give it.

I've been on Sympatico for a long time now, I can't even remember how many years. I guess when it came out. I've always had slow speeds. When the 1.5 upgrade came out, I must have been the last to get it. Now that the 3.0 mbps upgrade is here. I probably will never get that. I'm in the victoria park and lawrence area, guess the C.O. is too far.

I hope people know whats going on, and if there will some new technology placed in the area soon.

Re: please provide constructive feedback- Bell CPE

Mon, 27 Jun 2005 15:46:48 EDT

anon : hmmmm, Looks as if Bell(Sympatico) has some pull on this site as well as having thier hands in the pockets of many. Why would a few comments being made here be pulled other then to really show what a monopoly Bell has.

Again look at his words " Customers will always complain and we will never satisfy all customers, however I think you missed my point for posting in this forum.

I work in product development and my greatest source of feedback on how I can improve the future CPE is customers. I need real life feedback from users in addition to Lab environments. Hence, what better forum to collect feedback, the most educated customers Sympatico has. "

This is only to find "Positive feedback", they do not care about the negitive feedback. This again helps with there marketing to sell or sucker more customers.

What does basic dialup internet cost? and why should one pay this much?

What does your high speed cost? and why should one pay this amount?

How about you post a phone number so people can really give you feedback. "I do mean YOU" maybe you then will findout some of our backgrounds.

Re: please provide constructive feedback- Bell CPE

Mon, 27 Jun 2005 15:16:04 EDT

Sean : The last comment there is NOT hard to believe.

I had an outage for about 12 hours roughly a few days ago. 7 PM to roughly 7 AM. My immediate feeling was that it was the PPPoE authentication server. Turns out it was.

What bugs me, is that even though they had got maybe 10 calls about the same issue during the same time, the L1 tech had me reinstall my NIC, restart twice, unplug and plug my modem back in, even though at the beginning of the call he told me he "had a good idea of what the problems was" and that he had to "go through these steps in order for [him] to get to Tier 2."

Now, I appreciate the honesty, but what the ****? Why? Isn't the benifit of hiring a human vs a computer the fact that a human can think for itself?

Looks like Bell's taking that right away, and throwing the human benifit away. I can definately see L1 tech support going to AI machines.

Re: please provide constructive feedback- Bell CPE

Sun, 26 Jun 2005 13:12:53 EDT

Fox13 : "Agents are not required to use "exact" sentences and making mistakes on the callflow won't get you fired."

Excuse me but "Thank you for choosing Sympatico and have a nice day!" , "have you been to service.sympatico.ca lately?" , "would you be interested in upgrading to High Speed Ultra with our latest/greatest promotion" , "Or how about our freedom security software (I seriously hope you aren't still selling that one)"

And yes it sure was grounds for retraining or dismissal. I'll be honest that it didn't happen all that often, but it did happen.

However, I completely understand that there just isn't that many technically competent people willing to work at a callcenter so your "semi-skilled" comment hits the bullseye. I don't mind that tier1 doesn't know what they're doing. It's when I had to speak to Tier2 and I had to end up figuring out the problem I was having myself then tell them how to fix it for futur callers.

I can guarantee you that anyone who still works on tier1 that was there before the "callflow" came into place agrees with me...and yes it was not always there. It used to be that being polite and resolving a person's problem quickly and efficiently was enough.

I'm sorry this isn't all that constructive of criticism, but that's my 2 cents worth. I won't post in this topic again...I guess being an old school techie at Sympatico made me realize that the "old way" was much better and the way things are done now are inferior. Certs used to be required to work at the callcenter in Moncton...when I left the company there were people working there who hadn't even graduated highschool (I'M NOT KIDDING).

Re: please provide constructive feedback- Bell CPE

Sun, 26 Jun 2005 02:50:49 EDT

whatever8 :

said by Fox13 :

The problem with the CSR's is not that they aren't trying. It's that they get in trouble if they don't follow bell's "call flow"....So on every call you have to use these exact scentences or you fail the call(if it's being monitored). 3 consecutive failed calls can be grounds for retraining or even dismissal. Getting the point yet?

Fox13...

The callflow is in place to ensure continuity and quick reslution of basic issues. It works. And it's not difficult to master. The average agent should feel completely comfortable after only few weeks on the job.

Agents are not required to use "exact" sentences and making mistakes on the callflow won't get you fired.

If an agent continually messes up, perhaps it just isn't the job for them.

Pretty much every company using semi-skilled labour has "flows" in place. For example, consider factory workers on a GM assembly line; they each have an ordered list (a flow) which must be followed on every vehicle. Imagine the mess on the line if every worker could do what she wanted.. owch!

Callflow = continuity = increased call quality.

If you have a great way to improve the flow, submit your idea to process management and you might be surprised to see a change.

Be proactive.
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i\am/canadian

Re: please provide constructive feedback- Bell CPE

Fri, 24 Jun 2005 15:15:42 EDT

Im Listening : Customers will always complain and we will never satisfy all customers, however I think you missed my point for posting in this forum.

I work in product development and my greatest source of feedback on how I can improve the future CPE is customers. I need real life feedback from users in addition to Lab environments. Hence, what better forum to collect feedback, the most educated customers Sympatico has.

Weasel, I am not sure about...unhappy with our service…call me lazy, call me ignorant, call me stupid....but please do not render your "constructive feedback" useless by using this forum to rant about Monopolies. Also I am not sure this is the forum or Website to create a debate about personifying an Organisation with perceived characteristics of apathy.

I guess the word "constructive" is relatively useless anyways, as the feedback can only be constructive depending on how I disseminate and interpret it.
Hence please provide feedback that you feel will make your experience with Sympatico more enjoyable.

Re: please provide constructive feedback- Bell CPE

Thu, 23 Jun 2005 16:03:05 EDT

Sean :

said by mlerner :

There's no such thing as a free lunch. You expect everything to be cheaper but it doesn't work that way. Fine, if you liked your connection in Aurora then why did you move? This is not Aurora.

If some other company can go 9 Mbps, then so can this one. Obviously, this ones doing something wrong if they can't.

Whatever: Bell outsources. You still don't see my point, and I'll stop trying to show it to you.

I blame Sympatico more than I blame CSRs, for the record.

Re: please provide constructive feedback- Bell CPE

Thu, 23 Jun 2005 12:54:45 EDT

anon : Wow is there ever a lot of negative feedback in here regarding the CSR's at the bell tech support callcenters. To say that sympatico's tech support is NOT outsourced is an outright lie. I myself worked at the Xwave centre in Moncton for 2 1/2 years. We sometimes had over 400 agents logged into the queue at once...that's some major outsourcing. After midnight we took 100% of the calls. Also the centre in Montreal is outsourced, unfotunately I can't remember the company name, or at least it was 2 years ago.

The problem with the CSR's is not that they aren't trying. It's that they get in trouble if they don't follow bell's "call flow". To those of you not familiar with the industry they have a grading list for each call. So on every call you have to use these exact scentences or you fail the call(if it's being monitored). 3 consecutive failed calls can be grounds for retraining or even dismissal. Getting the point yet?

Bell has been told THOUSANDS of times by customers and employees about any issue you have raised in this thread. THEY SIMPLY DO NOT CARE - THEY STILL HAVE CLOSE TO A TELCO MONOPOLY IN CANADA. Users call for a problem and you HAVE to try and sell them something or you automatically fail the call...that's not tech support...it's sales.

I'm not even going to get into all the FANTASTIC techs that have gone through Bell's callcenter doors. If they had treated us as humans instead of dogs...forced overtime for 2 months comes to mind...maybe we'd still be there providing a higher level of service to your customers. But you'd rather pay monkeys 11$/hour...you get what you pay for.

Re: please provide constructive feedback- Bell CPE

Thu, 23 Jun 2005 10:55:18 EDT

whatever8 :

said by pwn2009 :

Ah sorry but sympatico IS available in Aurora.

So? What's your point? As mlerner pointed out, if you want the 9meg service..take it. Why bitch that sympatico doesn't offer the same.

If Company A sees that all its customers are migrating to Company B, its bound to take notice. Obviously though, that isnt the case.

Perhaps someone could shed more light on the 9meg aurora deal.
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i\am/canadian

Re: please provide constructive feedback- Bell CPE

Tue, 21 Jun 2005 23:39:34 EDT

pwn2009 :

"This is not Aurora"

Ah sorry but sympatico IS available in Aurora.
Therefore max of 4MB service compared to other service at 9MB for similar price - wheres the competition there?

Re: please provide constructive feedback- Bell CPE

Tue, 21 Jun 2005 22:29:57 EDT

mlerner : There's no such thing as a free lunch. You expect everything to be cheaper but it doesn't work that way. Fine, if you liked your connection in Aurora then why did you move? This is not Aurora.

Re: please provide constructive feedback- Bell CPE

Tue, 21 Jun 2005 11:37:29 EDT

eots : If CSR's actually listened to customers and followed through with exactly what they were asked to do then customers would be much happier. When I tell a CSR that my home address is NOT my shipping address and I give them the shipping address, this is where I expect the modem to be sent, NOT TO MY HOME ADDRESS! Are you really listening "Im Listening" or are you just as heedless as the rest of the CSR's?

Re: please provide constructive feedback- Bell CPE

Tue, 21 Jun 2005 00:53:12 EDT

anon : I heard here that you should offer a 8meg service down and 1 meg up for 79.95 for those that want it.
Cummon guys we are allready paying to much for an inferior service.
I used to live in aurora and had 9meg down and 1 meg up for 42.95 a month includin moden rental and the service was excellent using there docsis 2 platform.
So why on earth when trying to improve service would you ask them to and then encourage them to charge even more.
Rogers bugs me at the moment with there issues but if they ever go any faster, specially for what they charge and the lack of real problems its gotta be tempting to leave bell plus you can own your own modem from rogers.

Frustrated broadband user.

Re: please provide constructive feedback- Bell CPE

Mon, 20 Jun 2005 00:26:30 EDT

whatever8 :

said by Sean :

The point, dear buddy, is that he should have said "call back, and you'll get routed somewhere else where their system works."

Possibly the database was down at the time (another not-unusual occurance) which affects all centres.

I'm not sure what your point is. I simply said all call centres are not outsourced.

PS: There's no need to use childish phrases like "dear buddy".
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i\am/canadian

Re: please provide constructive feedback- Bell CPE

Sun, 19 Jun 2005 11:42:23 EDT

Roop : Serious CPE suggestion - There is a post here about unlocking the extra features in the speedstream 5200 rev. e242 which gives you all of it's advanced routing features.

It would be nice to see this given out by default, if not for the advanced users who will take advantage of it then for the non-savy customers just for the nat firewall. nat alone won't stop everything but it's much better than no protection at all.

Re: please provide constructive feedback- Bell CPE

Sun, 19 Jun 2005 11:32:09 EDT

Sean :

said by whatever8 :

said by Sean :

Heh, not what happened to me. Got someone with an accent of some sort, and he told me to call back in a "few hours" because he couldn't test my line due to a "system outage."

I called back as soon as I hung up, and there was no "system outage." What happened? I don't know, I'm assuming the call got routed somewhere else.

Last I checked we live in Canada where you'll hear "accents of some sort" regardless of where in the country you call.

Secondly, with over 6 call centres, it is entirely feasible that one could go offline triggering the switch to re-route calls elsewhere. That happens all the time and it doesn't matter one bit because you get the same service at either place.

You're missing the point, bud. The call center didn't suffer an "outage" (depending on what you mean by the word). Their line check system was down. He told me, that I should call in a few hours when their system would be back online.

The point, dear buddy, is that he should have said "call back, and you'll get routed somewhere else where their system works."

Moreover, I'm saying that front liners should know more about their organization. They shouldn't be flow chart readers. My brother who's in Grade 7 can do that.

Re: please provide constructive feedback- Bell CPE

Sun, 19 Jun 2005 01:48:19 EDT

whatever8 :

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 12:24:38 EDT

bylo :

said by MacGyver :

The problem with that logic is that everyone would want to speak to a level two right away, because it's one less person to talk to and you'd get your problem solved faster.

I wouldn't expect to get to L2 on my first call, to be sure. But after 2 or 3 calls that ended up at L2 it would be easy for an L2 agent to flag my account such that from then on I'd get escalated to L2 quickly.

BTW, there are times when I call 310-SURF that I'm quite happy to deal with L1, e.g. for some routine issue. I'm asking for a "fast path" to L2 when I request it, based on having established my credibility by past calls.

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 12:15:11 EDT

Sean :

said by whatever8 :

said by Sean :

Another problem though is that since your calls are all outsourced.

This isn't the case. Most calls are not outsourced. Sympatico call centres take the brunt of the calls from 8am through midnight. These centres are in Ottawa, Hull and Montreal. The outsourcers only take the overflow during the day and any calls after hours.

If there is an outage in any centre (which is bound to happen), the switch automatically routes calls elsewhere.

Level one agents don't need to know the mechanics of the operation.

Heh, not what happened to me. Got someone with an accent of some sort, and he told me to call back in a "few hours" because he couldn't test my line due to a "system outage."

I called back as soon as I hung up, and there was no "system outage." What happened? I don't know, I'm assuming the call got routed somewhere else.

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 11:14:34 EDT

whatever8 :

said by Sean :

Another problem though is that since your calls are all outsourced.

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 11:05:34 EDT

Sean : The issue here is most L1's have ego issues. You stump them, and they try and make some random bullshit up, and won't send you up to L2. At least that's what I've heard.

Last time I called due to my "no sync" issue I spent maybe 15 minutes with a L1, and when he realized there's nothing he could do, he sent me up to L2.

Another problem though is that since your calls are all outsourced, what happens when one outsourcing companies systems go down? I called and he said to call b ack in a few hours. Are they not aware that the next minute I call, I'll get forwarded somewhere else? I hung up, and called, and got someone who's sytem was actually working.

The problem is front liners have "tunnel vision." They don't see anything that's not on their flow chart. It's like talking to a machine.

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 09:48:21 EDT

MacGyver : The problem with that logic is that everyone would want to speak to a level two right away, because it's one less person to talk to and you'd get your problem solved faster. Level One techs perform a valuable function - to ensure that simple problems are dealt with and that level two and three techs are focused on more complex issues.

For what it's worth, I've been able to stump the level one's pretty quickly every time I've called, so they have to transfer me to level two.
--
There is no limit to what one can do, so long as they don't mind who takes the credit.

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 09:39:33 EDT

bylo :

said by whatever8 :

10,000. Approximately 9000 are resolved at front line. 800 are resolved at 2nd line. And about 200 get up to the supervisors'; third line.

That's not surprising. It's no different at any other technical support call center.

The 9000 people who's issues are fixed at front line have the type of problem that anyone on this forum can figure out for themselves.

Again, not surprising. What's needed though, is a way for "anyone[that's your characterization, not mine] on this forum" (or equivalent) to quickly get past the L1 SMURFs without wasting 15 to 30 minutes of their valuable time (not to mention the SMURFs' $11/hr time) in establishing that they're members of the select group of "10%ers."

If Bell can flag an account "do not sell stuff to" then surely they can flag the 10%ers' accounts with something like "technically competent" so we can get to L2 right away (if we ask to.)

Re: please provide constructive feedback- Bell CPE

Sat, 18 Jun 2005 02:14:08 EDT

whatever8 : 10,000 calls. That's how many calls come in to Sympatico each and every day.

10,000. Approximately 9000 are resolved at front line. 800 are resolved at 2nd line. And about 200 get up to the supervisors'; third line.

9000 calls resolved by 1st line agents. These include "what is my password?" and "when is my bill?" to "how do I hook up my modem?" or "why can't I surf?".

The 9000 people who's issues are fixed at front line have the type of problem that anyone on this forum can figure out for themselves.

So front line has a task; filtering out the fodder - resolving the regular issues. Sure! they have flowcharts and yes! they don't necessarily have much technical knowledge, but they do the job required of them. And they do it well.

I agree that the level of knowledge and technical skill could be higher, but in a real-world call centre that sees 10,000 calls a day, that simply isn't realistic. Call centres are plagued by high turn-over rates, which makes it very costly and difficult to keep the staff thoroughly trained and knowledgable about constantly changing issues.

If you want first line to be first rate, are you prepared to pay extra for the wage increases to retain agents? Or the costs involved in more training? I doubt it.

Also, if you don't want to be sold something everytime you call, ask a supervisor to put a popup on your account detailing such.

Sorry for the rant.
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i\am/canadian

Re: please provide constructive feedback- Bell CPE

Thu, 16 Jun 2005 21:29:25 EDT

eots : To improve your customer service you have to stop hiring idiots.

This is a prime example of the disgusting service Sympatico customers receive: »Sympatico customer service is incompetent!

Re: please provide constructive feedback- Bell CPE

Mon, 06 Jun 2005 23:13:18 EDT

Doci :

said by lawrence171 :

That's their level 2 technical support.

They have level 1 because people do not want to speak with a machine.

You overestimate their skill man. I've spoken to their 2nd level support many times, they're equally as bad. I always avoid talking to them if I can get away with it, I almost always get in touch with XDSL people straight.
--
My freedom is a debt to Hitler.

Re: please provide constructive feedback- Bell CPE

Mon, 06 Jun 2005 21:35:04 EDT

HiVolt :

said by lawrence171 :

That's their level 2 technical support.

I have spoken to Bell Tier2 folks. While some were knowledgable, most aren't.
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Re: please provide constructive feedback- Bell CPE

Mon, 06 Jun 2005 21:30:40 EDT

lawrence171 : That's their level 2 technical support.

They have level 1 because people do not want to speak with a machine.
--
What I used to be I no longer am... God, why can't you freeze time for my sake?

Re: please provide constructive feedback- Bell CPE

Mon, 06 Jun 2005 17:12:47 EDT

HiVolt :

said by MacGyver :

So in the short term, you might be saving money on the front line, but in the long term you risk alienating customers.

Also insulting knowledgable customers, who many times just need a real tech to talk to, not a script reading monkey, so to speak.

Sure, scripts and flowcharts might work for your mother and aunt, but for christ sake, cater a little more to your more advanced users as well.
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}·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´

Re: please provide constructive feedback- Bell CPE

Mon, 06 Jun 2005 15:41:26 EDT

MacGyver : I was speaking to a friend last night who was so insulted by the way he was treated by Bell front line techs, that he cancelled all his Bell services. Our collective experiences have been that in general, front line is more or less an obstacle, and once you get to the right people after fighting your way through the front line, you can get your problems fixed up real quick. We both agreed that Bell field techs are excellent and really know their stuff. So in the short term, you might be saving money on the front line, but in the long term you risk alienating customers.
--
There is no limit to what one can do, so long as they don't mind who takes the credit.

Re: please provide constructive feedback- Bell CPE

Mon, 06 Jun 2005 15:27:31 EDT

jeffster1970 : Oh, and here I thought my computer was buggered up. Now I know the truth.

Okay, my only question, how long before WE get upgraded? I've moved and now at the slower sync...
--
"640K ought to be enough for anybody." Bill Gates - 1981 | Yeah, it still needs some work click here!|

Re: bell internet

Mon, 06 Jun 2005 13:31:30 EDT

HiVolt :

said by whatever8 :

I agree it can be annoying when you call tech support and get products offered to you, but I don't see anything ever changing this. Fact is, the bottom line is making money.

Though they could make a flag in the user's profile that if he/she requested not to be offered any extra services in the future, they wouldn't bother the customer.

A lot of us do not EVER buy into the special offers, and hearing the agent try his best to sell you the service, is pathetic.
--
}·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´

Re: bell internet

Mon, 06 Jun 2005 13:07:21 EDT

anon : ok..i know that tech support call center lose the money but how about lets say no tech support when using bell internet?...i think tech support is a must....u see my point here?.

Re: bell internet

Mon, 06 Jun 2005 12:58:58 EDT

whatever8 :

said by SD5254942:

when we r complain about tech and sell, they won't never and ever correct that.

Tech Support call centres lose money for companies that provide them. Offering value-added products on calls is a way of recouping those losses which in turn provides more money for training, etc.

I agree it can be annoying when you call tech support and get products offered to you, but I don't see anything ever changing this. Fact is, the bottom line is making money.
--
i\am/canadian

bell internet

Mon, 06 Jun 2005 12:24:13 EDT

anon : well, see alot of ppl complaining about tech support pushing some sells like freedom etc...well..i think doesnt matter how much complains u have u wont have this issue resolv, since the company is going on that way....sell is important to them, that is why we wont hear any feedback from Bell rep when we r complain about tech and sell, they won't never and ever correct that.

Re: I do similar stuff at different Level

Sun, 05 Jun 2005 00:49:24 EDT

Doci :

said by Deadpool :

Correct me if I'm wrong here, but as long as the domain you are sending the mail is listening on port 26 as well, then the receipt of the mail will work - or am I wrong?

The last time I checked nobody specifies their email like:

john.doe@domain.com:26

Then again, what do I know.
--
My freedom is a debt to Hitler.

Re: please provide constructive feedback- Bell CPE

Fri, 03 Jun 2005 12:38:13 EDT

mlerner : Sorry to chime in late but here is what I think Bell should provide. You should have a new package, called it Pro and throw in the following options: Static IP, 8 E-mail Addresses, 100 MB webspace, Unlimited Bandwidth, 8 mbps downstream and 1 mbps upstream for $79.99/month I think for the more advanced users this would be an attractive package and you'd really draw customers from the smaller ISPs. Of course it may not be that realistic but it's a start.

Re: please provide constructive feedback- Bell CPE

Fri, 03 Jun 2005 10:30:42 EDT

TML1993 : Hey Mr. "I'm listening"
I personally think that this thread is a waste of space since the topic has been covered too many times already. If you want your users' opinions just read the reviews of your ISP; I read a few and can tell from my own experiences that people were honest & made valid points for improvements. I recall that not so long ago a funny thing happened;A few morons which you apparently hired(out-sourced)to do your tech.support came to this board and started bashing Bell Symp. The majority of the people (myself included) actually were defending you. I think this speaks volumes about the level of satisfaction and also brings a valid point - keep your support in "da house" ;)

As for my "beef" - I just did a "cut & paste" operation of my review:

Goodie:"Reliable (99,99% uptime, folks!), no caps"
Baddie: "No static IP, modems are rental, slower speeds than competition"
Bottom Line: "If Sympatico gets its act together in the next while it could well be the best ISP ever."

Since I've been with Bell Sympatico I'd had only 4 outages - none of 'em were longer than a few hours. Great service. Now they offer a "naked" dsl (no phone bill to pay) - that's great!

Now to the cons:
1. modem rental -enough already of that crap. After paying monthly $10 for "modem rental" I should be owning 2 of these damn things... at least!
2. Speed - somewhat lacking; 3mb is no longer fast enough
3. No static IP with basic package - com'on folks we could do better!
4. No newsgroups service to speak of.
5. Some people having problems with Bell's DNS servers
6. Back to point 1 - the firmware on those modems are literally butchered. Stop messing around with it!
7. Even though I like the honesty of tech.support a little more computer/network knowledge wouldn't hurt
------
And for the grand finale: M$N/Money$oft mail & anti-(spam,virus) solution blows; The people who're responsible for having bad OS on the market should not be allowed to rule - one of the reasons I don't have any windoze in my dwelling(Mac OSX & *NIX only).

Good luck & keep us posted if anything good comes out of this (somewhat doubtful).

Re: I do similar stuff at different Level

Fri, 03 Jun 2005 10:07:08 EDT

TML1993 : Dude,
you're not wrong but I strongly advise against it;Do not use non-default ports it's just bad practice & screws up mail delivery since others expect port 25.
if you're desperate to send mail use secure SMTP (TLS or over SSL). If you take a look at the gmail(google mail) setup it does work.

Re: I do similar stuff at different Level

Wed, 01 Jun 2005 23:08:58 EDT

Deadpool : Correct me if I'm wrong here, but as long as the domain you are sending the mail is listening on port 26 as well, then the receipt of the mail will work - or am I wrong?
--
F*ckin' NHLPA - wrecking the game for all of us...

Re: please provide constructive feedback- Bell CPE

Tue, 31 May 2005 16:46:53 EDT

Blaze553 : Well I've been throught it all when it comes to speed issues
your call tech support really needs work,one moment I can get ultra high speed,then I'm down-graded to 1.4 mb,you tech should tell it like it is,too far from ceo or you can't handle
that speed .I was told by a bell tech that my line can handle those speeds,but I can't talk to sympatico support anymore because I give up,and could you please give the customer some kind of news on how the remotes are going,are they being done. thanx for listening.

Re: please provide constructive feedback- Bell CPE

Tue, 31 May 2005 16:27:06 EDT

Im Listening : Thanks all for the feedback....please continue using the forum in the future for any CPE related "improvements" or recommendations.

I want to ensure that this topic does not lose its intention though, so please try to ensure that that the posts stay on topic and relate to feedback.

I am definetly interested on how you use port 26 to send email lets just make sure it is in the proper topic.

Re: I do similar stuff at different Level

Tue, 31 May 2005 14:58:11 EDT

Doci :

; <<>> DiG 9.2.1 <<>> gmail.com MX
;; global options:  printcmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 11701
;; flags: qr rd ra; QUERY: 1, ANSWER: 5, AUTHORITY: 0, ADDITIONAL: 0
 
;; QUESTION SECTION:
;gmail.com.                     IN      MX
 
;; ANSWER SECTION:
gmail.com.              3578    IN      MX      10 gsmtp185-2.google.com.
gmail.com.              3578    IN      MX      5 gmail-smtp-in.l.google.com.
gmail.com.              3578    IN      MX      10 gsmtp171.google.com.
gmail.com.              3578    IN      MX      10 gsmtp185.google.com.
gmail.com.              3578    IN      MX      10 gsmtp171-2.google.com.
 
;; Query time: 56 msec
;; SERVER: 4.2.2.1#53(4.2.2.1)
;; WHEN: Tue May 31 14:56:46 2005
;; MSG SIZE  rcvd: 170

Go ahead, and telnet any of them on port 25 and show us the results.

--
My freedom is a debt to Hitler.

Re: I do similar stuff at different Level

Sun, 29 May 2005 19:26:50 EDT

lafont02 : There's no way you can send on port 26 if the other servers don't listen on that port. (That's basically everyone).

Your SMTP server still has to send through the bell server.

Don.

Re: I do similar stuff at different Level

Sun, 29 May 2005 09:06:46 EDT

Deadpool :

said by Doci :

said by Deadpool :

#3: You're on crack. When port 25 was open, Sympatico was constantly being flagged as a 'spammer friendly' ISP. And that resulted in a lot of people not being able to send mail to their friends & family around the world. Sorry, but if you want to run your own mail server, use a different port.

Pot calling kettle black? What good is somebody running their own mailserver on a different port to avoid Sympatico's if they can't reach other SMTPd on port 25(it is the freakin MX standard)? Remember, SMTPd also receive mail on port 25. I don't really feel like giving you an eMail 101 lesson here. Read up and smarten up.

That's odd, since I was able to successfully setup an SMTP server on port 26, and be able to send mail to other domains through that same SMTP server (and the weirdest thing happened: the recepients actually received their mail :o )

The only thing I had to change was the port in my mail client's settings.
--
F*ckin' NHLPA - wrecking the game for all of us...

Re: I do similar stuff at different Level

Sun, 29 May 2005 04:18:17 EDT

Doci :

Re: I do similar stuff at different Level

Sun, 29 May 2005 03:15:25 EDT

whatever8 :

said by Kringle :

said by Deadpool :
You're on crack.

Agreed. Saved me a lot of typing. Owning one's own modem is a must, though - I've paid excessively (at least $360) for a modem I don't even use!

I agree with the crack comment.

On the modem rental issue; if it wasn't the modem, it'd be something else. It's a ten dollar charge. Would it be better if the modem rental were free and they charged a $10 system access fee instead? Rogers for instance, charges $10 for a line usage fee if you don't have basic cable. There's no getting away from it.
--
i\am/canadian

Re: I do similar stuff at different Level

Sat, 28 May 2005 16:21:56 EDT

Kringle :

said by Deadpool :
You're on crack.

Agreed. Saved me a lot of typing. Owning one's own modem is a must, though - I've paid excessively (at least $360) for a modem I don't even use!

Re: I do similar stuff at different Level

Sat, 28 May 2005 14:34:42 EDT

Deadpool :

said by mir :

1. You should able to let Cutsomer have their own modem; if they choose to.
2. You should able to have open/ucap Sync for the modem. So they can connect fast if line permit
3. OPEN PORT 25; So people can use remote or ther Mail server. They shouldn't have to USE YOUR POP3 Mail server.
4 If somebody abusing that; then do case to case bases.
5. What is the purpose of asking address and Zip/Postal codes ? Just ask login ID or Tel#. Then support the Customer. Who cares its my friend or my dad or a paper boy calling from my house for tech support.
Why in the world we have strang non-human Login ID.
We should able to choose our OWN.
I came from Roger, and I am thinking about going BACK to them.
They are cheap faster and realable.

I agree with #1...#2 is kinda a gray area.

#3: You're on crack. When port 25 was open, Sympatico was constantly being flagged as a 'spammer friendly' ISP. And that resulted in a lot of people not being able to send mail to their friends & family around the world. Sorry, but if you want to run your own mail server, use a different port.

#4: Blocking the port is more cost effective and is a global solution that you don't have to check on a constant basis. I think you would agree that they should spend there time improving the overall service for everyone, and not waste their time trying to crack down on people who would spam through port 25.

#5: More crack. If they made it too easy for everyone, then anyone could call in, claim they forgot the info Bell gave them, have the password reset, and BOOM: you're stuck with hundreds of hours of overusage on your dial up, which you only get 10 hours for free.

If you don't mind, if you decide to startup your own ISP, let us know: that way I can avoid it like the plague.
--
F*ckin' NHLPA - wrecking the game for all of us...

Re: please provide constructive feedback- Bell CPE

Sat, 28 May 2005 01:13:14 EDT

whatever8 :

said by hexalite :

Make the regular tech support as well trained as the business tech support.

Business class service comes at a higher price. That extra cost helps for more and better agent training.
--
i\am/canadian

Re: please provide constructive feedback- Bell CPE

Sat, 28 May 2005 00:13:24 EDT

anon : It looks like this person has nothing better to say! Bell SUCKS as internet providers, Phone service, Sat providers. And they sure the hell do not know how to make a police service radio equipment work. hmmmmm this guy should know if i mention "Niagara". look at the DNS issue. hmmm what issue.

Service from Bell stinks, I called to complain and they do not do anything but argue, then a day later I get a call to see what they can do to better their service or if I am satisfied with it? Well only part way into my telling them what I think they have problems on there end and must let me go and tell me they will call be back. Never got the call back!

I have had it will the 1minute phone calls when nobody answers on the other end and I am sick of the 1.3mbs speed with the Internet as I am suppost to be getting 3mbs!

Modem rental, I would like to purchase the modem as they only cost about 50bucks. The excuss technology changes so fast and to purchase the modem would be out dated too fast for it to be feesable! hmmmmm I have been with sympatico for 2years @ 10/month that works out to hmmmmmm about 240. Outdated my ass I have had the same modem from the start.

People go to www.gosonic.com and get this service for 29.95/month. Yes there are some differences but you be the judge on it. Oh you can purchase the modem.

I do similar stuff at different Level

Fri, 27 May 2005 23:08:37 EDT

mir : 1. You should able to let Cutsomer have their own modem; if they choose to.
2. You should able to have open/ucap Sync for the modem. So they can connect fast if line permit
3. OPEN PORT 25; So people can use remote or ther Mail server. They shouldn't have to USE YOUR POP3 Mail server.
4 If somebody abusing that; then do case to case bases.
5. What is the purpose of asking address and Zip/Postal codes ? Just ask login ID or Tel#. Then support the Customer. Who cares its my friend or my dad or a paper boy calling from my house for tech support.
Why in the world we have strang non-human Login ID.
We should able to choose our OWN.
I came from Roger, and I am thinking about going BACK to them.
They are cheap faster and realable.

Re: please provide constructive feedback- Bell CPE

Fri, 27 May 2005 12:28:28 EDT

Poser : Please allow us to buy our own modems instead of renting.
-I have been renting the same modem for almost six years

Please fix the distance issues many North Yorker's have to deal with.
-I would like to experience 300kB/s downloads like
everyone else paying the same price as me

I love the stability. I love the great tech support. Keep up the good work.

Re: please provide constructive feedback- Bell CPE

Fri, 27 May 2005 11:41:44 EDT

andyb : I have.it does no good.I even filled out the no call/mail list the goverment has and now i get more calls than ever.

Re: please provide constructive feedback- Bell CPE

Fri, 27 May 2005 11:25:16 EDT

Im Listening : Politely ask them to removed you number from their list. They are legally obligated to do so and should be very co-operative.

Re: please provide constructive feedback- Bell CPE

Fri, 27 May 2005 00:05:18 EDT

andyb : on a side not can you by any chance have the idiots that call me once a month asking if i would like sympatico high speed to stop calling?i would ban thier number but the ban list you allow only holds 12 an bell refuses to show thier number when they call. unknown/private number. guess its time to dump the call display feature since they sell a call display blocker to the corps too(most telemarketers use it)

Re: please provide constructive feedback- Bell CPE

Thu, 26 May 2005 10:20:04 EDT

kewlkeed : Well S'pose I'll put in my $0.02

1) Fix DNS, (I don't personally have the problem but I've been with another provider who has had it and it's enough to make you scream)

2) Do SOMETHING about the tech support PLEASE. It's bad enough right now where it probably couldn't be screwed up more. I understand that the majority of calls that come in are from morons that honestly CAN'T understand Outlook for the life of them (I work for an ISP so yeah I know this one), but still have something where a user who actually has a clue can get the info they need.
- STOP selling us crap when we call for support
- STOP giving us the runaround for obvious tech problems that can't be fixed by renewing IP, rebooting, etc.
- START training your reps/techs in the call centers! Hire people that actually might have a CLUE instead of flipping through a book, and for the love of GOD make them capable of speaking English and/or French PROPERLY! I've had to call no less thatn 5 times before I could get a tech who was capable of speaking english properly and could even UNERSTAND what I was talking about. (You guys certainly don't look like Vonage so don't hire out call centers from some 3rd world country! Cuz it's starting to look like it!)

3) Quit making people pay to rent the damn modems!!! Get one decent model and stick with it, if the model needs to change due to a SERIOUS speed increase THEN make people get another or trade in old ones etc... Think about it, I think MOST of the speedstreams now are capable of a 7+Meg line, I STILL haven't seen a line from Bell over 4 Meg IF THAT.
- When you DO stick with a model... DON'T F*** with it! There's absoultly NO need to stick your logo and firmware all over it! We get the point that we're your customers, you don't need to rub our faces in it. Besides it's not like Sympatico people are CAPABLE of building their own modem so don't bastardize someone else's as your own.

4) Try and introduce higher speeds to thoes who can get it. That nice "WHERE AVAILABLE" package would work if it was actually printed in a readable size/font.

5) As stated above try and at least DO something about extending the range of your DSL. I know most of the towns here are capable of thoes OPI DLSAMs so try INSTALLING them. (And YEAH I'm cert in telecom so I KNOW the systems are capable of handling it and everything is in place except for the OPI-DSLAMs)

OK I spose that's enough ranting for now, biggest priorities are getting your call centers up to speed and working properly, then fixing your network problems before you expand (DNS, Email, etc.)

Re: please provide constructive feedback- Bell CPE

Thu, 26 May 2005 09:11:07 EDT

anon : Yes - top priority is the "DNS issue".

I presume that is the cause of horrendously slow web surfing in the evenings. Everything works fine during the daytime for me, but late afternoon and evenings are TERRIBLE. And by that I mean unusable at times.

Re: please provide constructive feedback- Bell CPE

Thu, 26 May 2005 09:05:37 EDT

dailyplanet : Same old rant for me...

Those of us in non-urban areas would like to see DSL before the next century...

At the very least, set up a wireless broadband service (there's a Mobility tower every kilometre around here)...

Okay, thanks for letting me vent. :D

Re: please provide constructive feedback- Bell CPE

Thu, 26 May 2005 08:25:36 EDT

hexalite : Make the regular tech support as well trained as the business tech support. I've never had a problem with them, and they don't take me through the run around if they can sense I know what's going on. They're always professional, curtious... it keeps me happy.

Re: please provide constructive feedback- Bell CPE

Thu, 26 May 2005 00:17:40 EDT

varius : I have the good old Alcatel SpeedTouch Home (ethernet) since end of 2000 and the typical non ultra DSL. I'm maxing out and going over the advertised speeds. No caps. I use my little webspace (I would give more space and more options for that). I don't know if it's just luck(and never giving my mails on the web), but I'm spam free with sympatico. Everything works with great stability. It's a smooth ride as of right now concerning my access to the Internet.

It's not "construcive feedback" to say that we're satisfied, is it? :-) So : Using exclusively the service since january 2001, I had my fair share of issues with them. They were:
- Bell had problems "activating" my connection at the time;
- A kind of latency opening web sites (To myself : looks like the DNS issue people talks about here);
- solving the matter when I was victim of a fraud. In short someone used my 56 connection day and night for 3 days without my knowledge so I received a bill for the extra hours!;
- and I was unable to stand the cap + the 5$ extra per month when I saw these annoucements in one email! How to present 2 bad news at the same time and make it look like nice additions to the service! That time I let them knew what I felt and almost resigned even if I'm not a big downloader. For me a cap it's simply going against the very nature of the service.

The trend when contacting Bell that I don't like is mixing "helping and selling". When I need any kind of technical help, never ever try to sell me anything. I'm already a paying client, so don't bother me with the rest. Not even at the end saying bye...At the other end, don't call me selling whatever you have, already with my client file open on your computers but give me a cristal clear picture thru your web site about whatever you have for me related to MY personnal situation.

- The modem is a source of many problems. First we have to forever pay for it. Maybe sympatico is stuck with that obligation because he needs to customize the modems to make it fit on their network so they have to buy them. But because of that, people here are stuck to call the support and wait for them to do something. So we become beggers. Most of the people here would have been able to resolve their problems given the exact info and the ability to troubleshoot the thing themselves if it's was a standard setting. Clear up the modem question once and for all.

- I want naked DSL to have my "phone" and my internet on it and eventually my TV as well. I'm ready to cut my main phone line and why not shut as well my simple videotron cable TV for a kind of DSL TV (it's just bandwith after all ), but I don't want to rent the TV card!!!In the end I want a deal because I take many services. That's my vision of convergence! :)

With a long post like this for a first here, it's a chance for you guys that i'm not totally fluent in english! :-)

Varius

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 22:01:13 EDT

Mister_E : Increase download speed and keep a fair price - with the competitors offering anywhere from 5 to 10Mbs download, Bell is falling behind - also, with a US provider moving toward 15Mbs download, it's a sign of things to come. For right now, provide speed increases to those that can handle it while continuing to upgrade the infrastructure so that everyone can achieve the higher speeds. Of course, continue to offer these speeds uncapped.

Next as others have stated, uncripple the modems - provide full firmware with full features. They can be sent to users with firewall enabled, DHCP enabled and PPPoE login info preloaded by default. Also, get rid of the rental fee or provide a rent-to-own option (after being with Sympatico for more than 5 years, I'm sure my $600+ paid in rental fees more than covers the cost of the modem(s) I've used - in my case a Nortel and Speedstream 5200).

Finally, CSR's shouldn't be pressured to make a sale each time someone calls in for support (even more so when a tech can't even properly help diagnose/solve a problem and simply runs through the scripts).

While DNS issues should also be resolved I don't consider it an immediate priority, since there is a simple workaround - i.e. use other DNS servers like 4.2.2.1, etc. The problems should be taken care of none-the-less for less knowledgeable users who I'm sure are getting quite frustrated with sites not loading...

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 16:57:14 EDT

starlndn : I think so far the #1 issue raised in this thread is FIX THE DNS SERVERS!

I shouldn't have to click repeatedly on a link before it "finds" it. It's ridiculous. I can be logged in through high speed and dial-up at the same time, and pages are "not found" on high speed, and load fine @ 56k.

Not good.

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 16:39:42 EDT

Sean : Exactly what position to you hold at Sympatico?

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 13:35:41 EDT

sylvain22 : At least 3 meg for everyone please, I am stuck at 1.5 and I can't wait until they upgrade my area, I wish there was a way of knowing that when that will be...

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 13:14:02 EDT

Max2005 : Bells e-mail could use improveing, I find its delayed as much as 6 hrs I need good reliable e-mail

Bell could also fix the DNS Issues its annoying.

Offer your customers the chance to own their own modems

You may want to consider increasing your speed to 5 or 6 megs

Web space not much you can do with 5mbs you may want to consider an increase

I also find the CSR's put to much pressure to spend more money on stuff like, The freedom software, and Games mania

I would also like to know why my area at one time could support Ultra now they say it cant?

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 13:01:18 EDT

Deadpool :

said by Im Listening :

Who benefits from this post?
What does it achieve?
What would someone who does not work for Bell achieve from creating this post (why would they waste there, human need an incentive and benefit for any action)?

Thanks again!

Same reason why people here are replying to your post, or have posted such threads in the past: hoping someone in Bell is listening to their complaints.

Not everything everyone does needs an immediate benefit to themselves.
--
F*ckin' NHLPA - wrecking the game for all of us...

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 12:56:57 EDT

Im Listening : Sorry if I cant convince you of who I am...but if you think about it (this can be applicable for any situation)

Who benefits from this post?
What does it achieve?
What would someone who does not work for Bell achieve from creating this post (why would they waste there time, humans need an incentive and benefit for any action)?

Thanks again!

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 12:42:02 EDT

avercan : I would like it when I call tech support and I complain about my speed being off not being directed to run a virus scan, flush my dns, repair my network connection, run a spyware scan... I hate calling and talking to someone who knows less about the problem then me..

Speed increase would be good, I mean really you should just synch customers at their highest obtainable rate..

Newsgroups would be nice, but since they mainly support piracy i would understand the reasons behind not having them...

Bundle VOIP with sympatico for a reasonable price, when rogers launches there VOIP service there will be trouble for bell, hell even primus has a great deal for VOIP right now..

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 11:48:30 EDT

Glen1 : It really doesn't matter if he is legitimate or not...most Bell marketing people would probably give this column a good look anyway. They are interested in learning about the issues and what better way than someone to come here and invite comments. My guess is this is a Bell person because of the request for "positive" feedback...something most Bell Managers would do.
--
My Canada includes Quebec.

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 11:03:20 EDT

andyb : firewall and telnet are not accesable in the 6300 among other things.as for the 5200 alot of hidden features are listed in this thread »Unlocking your Speedstream 5200 E242

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 10:29:17 EDT

anon : I'm listening, i don't mean to be a prick but I don't believe you are a bell representative. Can you please show us your credential ?

Re: please provide constructive feedback- Bell CPE

Wed, 25 May 2005 10:26:02 EDT

Im Listening : Thanks for all the feedback and please continue.

Specifically a lot of people are complaining about our firmware and the features and functionality. If possible could you please specifically identify the actual features (apart from saying all).

Thanks,

Re: please provide constructive feedback- Bell CPE

Sun, 22 May 2005 23:29:11 EDT

anon : For me its the MSN mail servers - Email service has degraded rather than improved. Mail has been delayed up to 6 hours ! I absolutely need reliable and timely mail, which I thought I had until the switch. Email service really has declined...

Re: please provide constructive feedback- Bell CPE

Sat, 21 May 2005 16:26:53 EDT

andyb : 1 more speed
2 more speed
3 dns issues
4 firmware.if we HAVE to rent it dont cripple it
5 static ip's
6 more speed
7 get yourselve's some more bandwidth for the portal and webmail(or better servers).i can go grocery shopping and back before the page loads up

Re: please provide constructive feedback- Bell CPE

Sat, 21 May 2005 14:54:26 EDT

RobinK : 1. Improve tech support. It frustrates me to have to call them.

2. Fix DNS issues. I think it is sad that we have to resort to other DNS servers.

3. Stop screwing the firmware. I understand sticking your logo in it. But other than that, leave it alone please.

4. Why MUST we pay modem rental?
--
Argue opinions using facts. Not facts using opinions.

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 22:36:48 EDT

Da_Hunter : The DNS issue is probably the biggest problem.

Next would be to switch back to your own mail servers. This MSN email is terrible. Messages are delayed anywhere from 5 minutes up to a couple hours (timed by sending messages to myself).

DaHunter

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 19:29:40 EDT

ALT TECH : 1. Train your techs and have them stop flipping the pages. IF it is not in the book, they don't know. Not good for me and my customers.
2. Stop Pushing and selling the freedom software, the anti virus part is full of holes. Had more than one customer with your software and totally infected and the software did nothing to fix the issues, by the way it became infected after the software was installed.
3. Expansion of your network.
4. Don't have your reps make people install your software on a XP based machine, PPOE is already built in.
5. Fix your tech support on the website, very hard to navigate and add new e-mails and other things.

Thanks
Steve

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 18:32:27 EDT

avin : DEFINATELY the DNS issues..
its a huge pain

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 15:49:55 EDT

salan : Hi. Currently im on YaCrap! Rogers. I would IMMEDIATELY switch to Bell when and if-

1. I am able to get full 3mpbs in my area (Terry Fox and Eglinton in Mississauga, ON)

2. Bell (re?)introduces newsgroups (giganews piggyback like rogers does will be fine) which contains binaries + text groups, and if caps needed, like this: 50kb/sec per thread for 3 threads with a full bitcap of 30gb (only newsgroups) per month.

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 13:03:54 EDT

TigerLord : Maybe upgrading remote areas so that I could sync at least at 3mbit ?

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 12:43:54 EDT

MacGyver : This news article from a month ago explains it quite well: »Top 10 Broadband Industry Gripes
--
There is no limit to what one can do, so long as they don't mind who takes the credit.

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 12:39:21 EDT

lawrence171 : If you are who you claim to be, please apply for a VIP status.

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 12:22:35 EDT

HiVolt :

said by no one 99:

- Please fix the DNS issue.

- Be open and honest with your customers. If you're using packet shaping software to throttle certain protocols INFORM us about it!

- Allow customers to use their own modem instead of forcing them to rent yours.

- Please change your call center mentality. When customers call in for help, we don't want to talk to a pushy salesperson trying to sell us useless crap we don't need. Your company routinely takes advantage of naive people who, after speaking to one of your salespeople, are convinced they need your firewall or antivirus service. Please train your staff appropriately so that they can properly assist customers. And while you're at it, tell managment to treat them with at least a little respect.

Thank you.

Amen to that.
--
}·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´¯`·.¸¸.·´

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 11:47:32 EDT

anon : - Please fix the DNS issue.

- Be open and honest with your customers. If you're using packet shaping software to throttle certain protocols INFORM us about it!

- Allow customers to use their own modem instead of forcing them to rent yours.

- Please change your call center mentality. When customers call in for help, we don't want to talk to a pushy salesperson trying to sell us useless crap we don't need. Your company routinely takes advantage of naive people who, after speaking to one of your salespeople, are convinced they need your firewall or antivirus service. Please train your staff appropriately so that they can properly assist customers. And while you're at it, tell managment to treat them with at least a little respect.

Thank you.

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 01:22:11 EDT

Doctor Olds :

said by Chainzz :

upgrade remote area's as well. Parents still live 2 houses away from a neighbour that can get DSL and they can't.

That's always going to be a problem. What is the figure? 50% of Bell loops will never support DSL due to distance or Bridge Taps or Load Coils plus combinations of the three.

»DSL FAQ »My neighbor has DSL, why don't I?
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time?

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 00:56:00 EDT

Destiny1 : Yes...stop changing the firmware...causing more trouble with the equipment than its worth. How many tech calls does Bell get in a day (excluding my 10 or 12) because the equipment dosent work? You are seeing now the change in firmware could be responsible for the DMZ on the 6520 not functioning...that's gotta tell you something and that your latest model on the market. Works great til Bell get their hands on it and reconfigures it to death.

Re: please provide constructive feedback- Bell CPE

Fri, 20 May 2005 00:45:44 EDT

whatever8 :

said by aliantrocks:

Rogers is gonna romp u guys come fall when we do our new speed rollout.....

Keep dreaming. Uber speed isn't worth much if there is a limit to how much you can download. Get rid of the caps and then possibly...
--
i\am/canadian

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 23:54:25 EDT

Doci : How about not bastardizing the firmware on the modems?
--
My freedom is a debt to Hitler.

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 23:25:36 EDT

anon : Rogers is gonna romp u guys come fall when we do our new speed rollout.....

Also it has been suggested that you may want to stop putting bell firmware on routers and modems, and instead keep the firmware that is there and already functioning.

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 22:30:24 EDT

hse : Definitely work on getting everyone 3mb capable.

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 20:06:00 EDT

Chainzz : upgrade remote area's as well. Parents still live 2 houses away from a neighbour that can get DSL and they can't.
--
Truth has one destination, But many paths!

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 19:21:52 EDT

MacGyver : Fix the DNS servers! 'nuff said.

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 19:20:55 EDT

Glen1 : Until the hardware is upgraded...why not allow some customers to pay a "premium" and get the 8 Meg synch rate. You could also include a 6.5 Meg synch rate for those who can handle it. I suppose a price of $69.95 would be appropriate for the 8 Meg and say $59.95 for the 6.5 Meg synch level. This is just until the new hardware is up and running in most areas.
--
My Canada includes Quebec.

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 17:50:49 EDT

mau108 : I agree with Sean, a speed increase is a must!
--
www.djmau108.com

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 17:42:38 EDT

starlndn : Fix the DNS issues? Right now I have to click a link several times before it is "found". Read this forum for more on this problem. It really does need to be addressed.

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 16:56:36 EDT

Sean : Well, if you are who you say you are, then here's some constructive feedback.

Bell's being trampled by the competition. 2.5 Mbps vs 5 Mbps? 4.3 Mbps vs 10 Mbps? While I agree Bell sticks to their word when they say "unlimited" (which is great), the speeds a bit of a turnoff.

Why don't you advertise a 6 Mbps "where available" and 8 Mbps "where available" package? If you sign up for HSE, then you get synced at the highest possible rate you can handle, up till 6 Mbps. Same thing with HSU, except up till 8 Mbps.

I understand not everyone can handle that speed, but that's why you advertise "WHERE AVAILABLE," and make it visible. Not some * sign then in size 4 font say "where available." That way, people won't be angry.

Plus, it shouldn't be a problem. You guys are putting those remote DSLAMs and OPI DSLAMs out there, aren't you? So why wait?

Re: please provide constructive feedback- Bell CPE

Thu, 19 May 2005 16:43:36 EDT

modan : I'm pissed off right now.

First I was downgraded because of distance. Accepted that and have been using it for a while with lower speed. Now I'm having problems with high ping and the tech says there's nothing they can do, everything looks fine from there end and I'm not on interleave. :mad::mad:

please provide constructive feedback- Bell CPE

Thu, 19 May 2005 15:42:50 EDT

Im Listening : Hello All,

Employees at Bell are constantly monitoring the forums and developing our products based on the issues and feedback in this Forum. However like any business we are somewhat constrained by timelines and due process, so please forgive us for the perception that we do not react to Customer feedback.

We would greatly appreciate your feedback for product development in a constructive manner.

If you have feedback on a specific Modem/Gateway Bell offers and you believe that Sympatico should fix or develop it please post here!!!

All feedback is welcome, however try to keep it positive as it tends to create a lot better results, as oppose to putting the Sympatico employees in a defensive mindset.

Also please understand we do have a significant amount of subscribers with a significant range of technical knowledge and we try to satisfy them all with our products.

Thank you in advance.