bk0521
join:2009-03-30
Toronto, ON
1 edit |  Velcom -- why I want to cancel
I signed up with Velcom's service just a couple of weeks ago after being with Bell for the past six years. Bell was playing lots of "billing games", offering discounts and later jacking the price back up without warning. So I started the process of switching over to Velcom, but unfortunately I'm now already ready to cancel this too and look for another alternative.
The main reason is the quality of the product, and also the support staff's lack of insight/explanation as to what is causing my problems. I can't say the support is any worse than with Bell, however -- just that there are more issues to deal with and therefore more frustration in the process.
The biggest issue I have is my connection behaving in a flaky way, slowing down to almost nothing; then when this happens I power-cycle my modem & router, which unfortunately doesn't re-establish the connection to Velcom AT ALL.
Now here's the interesting part: Since my Bell service is still active (will be for another week or so), I can dial into my Bell account, and voila -- the connection is flawless. If I attempt the Velcom login again afterwards -- still nothing.
The support staff recognized that the issue is solved, at least for the short term, by them resetting my DSL password (said it was somehow corrupted). This allows me to log in successfully again, but the only until the problem recurs at a later date.
So far it's happened twice. In two weeks. That's twice more than in my six years with Bell at my current location. And bear in mind too, since the Bell line is still active, my profile has not been tampered with in any way. (Not yet, anyway.)
I have asked for clarification on this issue from their side, but received a rather unfriendly/unhelpful response by email. This is what is most influencing my decision to cancel my account.
Below is the message I'm referring to (including my request to them):
quote:
Hi,
Perhaps you could explain further what is going on? Is it occasional maintenance work that is causing performance issues and/or password corruptions? Both times the problem started late at night. Or maybe there is a known issue with your systems that has yet to be resolved?
I would like to be hopeful that something can be done about this, and to know what that might be. It's been a little discouraging that this problem happens with my Velcom account, and not my Bell account, using the same equipment on my side. Also, I never had this problem with Bell in six years of service, but have had it twice in less than two weeks with Velcom.
My own field of work is as an IT system administrator, so I think I am able to appreciate being told about specific issues and how they would be resolved.
If this request is better escalated to a higher level of support, I would appreciate your doing so.
Thanks again for your assistance.
- x
Hello x,
Unfortunately, our internal policy does not allow to divulge information (you should understand us as an IT administrator)
We can tell you for sure that this situation will not occur again.
We are awfully sorry for the inconveniences it caused.
---------------------------
Best regards,
Dan
Customer Support
If anyone out there can provide a reason for me NOT to cancel, I would be glad to hear it. I am getting tired of switching services. |
