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to Hotshotjiji
Re: Which is better right now? Distributel or TekSavvy?As Elwoodblues mentions, Distributel has been through hell and high water in the last 4 years, but we've never given up!
We take all of our negative reviews seriously and learn from them. We are constantly upgrading our networks to ensure stability and we have also been proactive to not put our customers though the congestion headaches which affected a HUGE number of clients in late 2010 - early 2011 in K/W, London, and other cities.
We've also hired a bunch of technical support agents who've started their training today to give those wait times a huge heave-ho! Administrative agents have also entered the final stage of their training today and will be on the phones by themselves in a week, if not sooner; I'm impressed by this bunch!
I am also proud to say we will now have a permanent residence on DSLR and other forums in order to help those in need of support and answers.
- Dano |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
Hopefully you aren't one of those social marketing Trolls that pop up in the Rogers forum to promote what a great company Robbers is.
People see right through that. |
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Not at All!
As Customer Relations Administrator, it is one of my responsibilities to listen to our customers to determine where we can improve our service and our support. As a member of the Quality team, I ensure clear and accurate information is provided to our clients, proper tools provided to our agents, and to help debunk myths about TPIA service.
We encourage all types of feedback; good or bad. Social Media is a great tool to get to know our clients and share their experiences. It also helps us shape our policies and procedures.
I will always be the first to admit we've made a mistake. I'm all about transparency.
-Dano |
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Flynnt join:2009-08-31 Windsor, ON |
Flynnt
Member
2012-Mar-26 2:39 pm
I emailed Distributel to find out if it was available however all I keep getting are phone calls where there isn't anyone actually there. I can't seem to get an answer by email either. |
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OinktasticLet them use fibre join:2005-08-24 Scarborough |
to Distributel_
I was with 3web for several years, up until after they became part of Cybersurf, but before they became part of Distributel. I had to leave because I was suffering from severe evening slowdowns on both cable and DSL. I stayed on for around a year waiting for the congestion to be cleared up before I finally left. I wish the CSRs had been able to give me more information about the timeline of network upgrades back then. Every time I called in, they said "hopefully soon" or "soon" but every month or two I would call in and they still said the same thing. I guess if I had stuck out for another year or two, I would have had a pretty sweet plan after they fixed it all up. I'm happy with Teksavvy for now, though. I still have a credit of $12 at 3web |
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to Flynnt
Hi Flynnt,
please email your information (complete address and postal code as well as a contact number) to feedback@distributel.ca and I will arrange to have someone contact you. Please reference this post
Meanwhile, could you also forward the email to mentioned.
- Dano |
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Distributel_ |
to Oinktastic
I recall being a front-line agent when the congestion issues began; we had very little ETA/Upgrade info available other than "possibly by x date) We have since begun motoring our POIs much closer to avoid oversubscribing and a good number of customers are reporting higher-than-advertised speeds thanks for the upgrades we have been working on.
- Dano |
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bodop Premium Member join:2001-04-25 Aylmer, QC |
bodop
Premium Member
2012-Mar-26 4:45 pm
Hey Distributel_ can you explain this? said by bodop I ordered Distributel in Quebec (Videotron) Cable 15/1.5. Confirmed during initial sign up that the DCM475 would be the modem I was sent - has 8 downstream channels. They sent the Motorola SB6120 with 4 downstream channels. Great modem but out of production for a year and my main beef is 4 downstream channels instead of 8 for the approx. 5$ a month rental fee.
Here's where it gets interesting - Well other than you can not believe Distributel when they tell you something when you sign up! I call to let them know what they did.
They, after transferring me twice and putting me on hold three times, tell me Videotron will Not let them send out the DCM475 for initial activation but if I wish to Buy a modem I will be sent the DCM475 which will work on Videotron but can not be used for initial activation!
This just sounds like total BS to me as it makes No sense at all!
Not a good start for Distributel with me and I don't even have it hooked up yet!
Thinking I may have made a Big mistake in going with Distributel as they certainly appear to be full of $hit! [/bquote : |
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Hi bodop,
I am currently dealing with a similar situation in another thread with regards to Thomson v. Motorola for Videotron TPIA territories. Some carries are very strict as to which models they'll allow on the network and I believe we are limited to the Motorola DOCSIS3 in Quebec. The agents have a list of which modem goes with which carrier and I would need to see who said what and when. Send your info my way at feedback@distributel.ca or via DM. Please reference this post
Meanwhile, I'll update the thread once I have further information.
- Dano |
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Flynnt join:2009-08-31 Windsor, ON |
to Distributel_
Ended up getting my answer. Unfortunately going from 30mbit to 10mbit isn't going to cut it, even if it is unlimited. |
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PRIUS join:2009-09-17 Toronto, ON 1 edit |
to Distributel_
said by Distributel_:As Elwoodblues mentions, Distributel has been through hell and high water in the last 4 years, but we've never given up!
We take all of our negative reviews seriously and learn from them. We are constantly upgrading our networks to ensure stability and we have also been proactive to not put our customers though the congestion headaches which affected a HUGE number of clients in late 2010 - early 2011 in K/W, London, and other cities.
We've also hired a bunch of technical support agents who've started their training today to give those wait times a huge heave-ho! Administrative agents have also entered the final stage of their training today and will be on the phones by themselves in a week, if not sooner; I'm impressed by this bunch!
I am also proud to say we will now have a permanent residence on DSLR and other forums in order to help those in need of support and answers.
- Dano I called Distributel this afternoon to inquire about their service; I am looking for an alternative to Rogers when my contract expires July 27/12. The call did not get off to a good start. I was sorely disappointed that the Customer Service Representative, Matt, first refused to handle my call, details of which I will explain. I am a hearing impaired person who uses Bell Relay service (VCO - Voice Carry Over). VCO allows me to speak directly to the caller and I read verbatim what the Relay Operator types. Matt indicated that he could not handle the call unless he spoke directly to me and would have to get authorization from his manager to handle the call. The Bell Relay Operator explained to Matt how the Relay service works. Still he would not handle the call without authorization from his manager. After being put on hold twice, Matt returns indicating he has authorization from his manager to handle the call. Is this the norm for Distributel to refuse handling calls for hearing impaired customers, and is this reflective of the service I would receive as a customer of Distributel? Moving forward, I would like to know if the RCA Thomson DCM475 modem that Distributel sells for $99.95 is wireless (modem with router all in one), such as the purchased SMC G gateway wireless home networking Modem I bought from Rogers? *Does Distributel sell cable wireless modems? *Will the SMC G gateway wireless modem I bought from Rogers work on Distributel's system? *What invoice method does Distributel support. I currently pay my bills through telephone banking and in branch banking. Does Distributel support both of these methods? I don't want to be committed to any future contracts with Rogers, don't want to pay the exorbitant prices Rogers charges and be limited to 60GB of bandwidth monthly. I'm seriously considering Distributel comes this July, however, I trust that Distributel's customer service is more open to the hearing impaired community and adapted to handling Relay calls without first having to ask permission from a manager to first handle the call. In the years I have been using Bell Relay, this is the first I have encountered a situation of this kind where CSR's have to first ask permission of their manager to handle a Bell Relay call. |
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bodop Premium Member join:2001-04-25 Aylmer, QC |
to Distributel_
said by Distributel_:Hi bodop,
I am currently dealing with a similar situation in another thread with regards to Thomson v. Motorola for Videotron TPIA territories. Some carries are very strict as to which models they'll allow on the network and I believe we are limited to the Motorola DOCSIS3 in Quebec. The agents have a list of which modem goes with which carrier and I would need to see who said what and when. Send your info my way at feedback@distributel.ca or via DM. Please reference this post
Meanwhile, I'll update the thread once I have further information.
- Dano Email with details sent last night to feedback@distributel.ca Looking forward to Your/Distributel's response. |
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jeneral join:2010-11-19 Mississauga, ON |
to PRIUS
said by PRIUS:Moving forward, I would like to know if the RCA Thomson DCM475 modem that Distributel sells for $99.95 is wireless (modem with router all in one), such as the purchased SMC G gateway wireless home networking Modem I bought from Rogers?
*Does Distributel sell cable wireless modems?
*Will the SMC G gateway wireless modem I bought from Rogers work on Distributel's system? Sorry to read about your difficulties with the CSR. Re: your modem questions. The DCM475 is just a modem. It does not have a built-in router. If you own your current router and it is currently operating on Rogers, you should be able to use it with Distributel. I brought my Motorola SB5100 modem over when I switched. One word of warning, don't schedule the changeover for a weekend. Mine was scheduled for a Saturday. On Saturday morning my Rogers service stops working and despite many calls to their tech support, they couldn't do anything for me until Monday. If I were you, I would schedule the switch for a Monday or Tuesday. Problems are resolved much quicker during regular business hours. |
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PRIUS join:2009-09-17 Toronto, ON |
PRIUS
Member
2012-Mar-27 12:00 pm
said by jeneral:said by PRIUS:Moving forward, I would like to know if the RCA Thomson DCM475 modem that Distributel sells for $99.95 is wireless (modem with router all in one), such as the purchased SMC G gateway wireless home networking Modem I bought from Rogers?
*Does Distributel sell cable wireless modems?
*Will the SMC G gateway wireless modem I bought from Rogers work on Distributel's system? Sorry to read about your difficulties with the CSR. Re: your modem questions. The DCM475 is just a modem. It does not have a built-in router. If you own your current router and it is currently operating on Rogers, you should be able to use it with Distributel. I brought my Motorola SB5100 modem over when I switched. One word of warning, don't schedule the changeover for a weekend. Mine was scheduled for a Saturday. On Saturday morning my Rogers service stops working and despite many calls to their tech support, they couldn't do anything for me until Monday. If I were you, I would schedule the switch for a Monday or Tuesday. Problems are resolved much quicker during regular business hours. This is the Wireless modem I bought from Rogers. I'm hoping when I make the switch over to Distributel from Rogers, I can still use the same wireless modem without having to purchase new equipment. My contract expires in July with Rogers for the Internet. For now, I'm looking for an alternative. What do I need to do in order to have my internet brought over to Distributel from Rogers? |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
to PRIUS
The SMC Modem is a Docsis 2 modem, and while you can achieve the 28mb speed (I do on my Docsis 2 Sb5100 modem) Rogers may not provision it. |
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We are currently working with the carriers to allow customer-owned equipment onto their TPIA networks and we have a few people testing for support at the moment. Once we have the ability, we will also have a list of approved/supported modems.
We also do not have wireless modems at this time, we do, however supply a Linksys WRP400 VoIP gateway which doubles as a wireless router (Wireless G, sorry) when you order a VoIP package.
@PRIUS, I am also composing your reply; I will come right out and say we do support VCO calls. I will also be working with our coaches to prepare training docs for the future.
And for those inquiring about the DCM475 Modems; Those being serviced by the Montreal office will continue to receive these modems; The Ottawa office currently only has SB6120 DOCSIS3 modems until the stock is exhausted - the DCM475s in stock are provisioned with Rogers firmware - I unfortunately do not have an ETA. I have also asked Marketing to fix the website. Thank you to everyone who has brought this oversight to my attention.
- Dano |
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PRIUS join:2009-09-17 Toronto, ON |
PRIUS
Member
2012-Mar-27 1:01 pm
said by Distributel_:We are currently working with the carriers to allow customer-owned equipment onto their TPIA networks and we have a few people testing for support at the moment. Once we have the ability, we will also have a list of approved/supported modems.
We also do not have wireless modems at this time, we do, however supply a Linksys WRP400 VoIP gateway which doubles as a wireless router (Wireless G, sorry) when you order a VoIP package.
@PRIUS, I am also composing your reply; I will come right out and say we do support VCO calls. I will also be working with our coaches to prepare training docs for the future.
And for those inquiring about the DCM475 Modems; Those being serviced by the Montreal office will continue to receive these modems; The Ottawa office currently only has SB6120 DOCSIS3 modems until the stock is exhausted - the DCM475s in stock are provisioned with Rogers firmware - I unfortunately do not have an ETA. I have also asked Marketing to fix the website. Thank you to everyone who has brought this oversight to my attention.
- Dano Thanks Dano. |
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PRIUS |
to elwoodblues
said by elwoodblues:The SMC Modem is a Docsis 2 modem, and while you can achieve the 28mb speed (I do on my Docsis 2 Sb5100 modem) Rogers may not provision it. I am hoping that by the time July rolls arounds, I'll be able to continue using my wireless G Home Networking modem on Distributel's system when I make the switch over. |
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to Flynnt
I hear you; I'm not sure how the carrier in that area handles other independent ISPs, but they're very resistive to allowing us access to higher speeds. Good thing we're not ones to take no for an answer! I can't wait to see how it all plays out. said by Flynnt:Ended up getting my answer. Unfortunately going from 30mbit to 10mbit isn't going to cut it, even if it is unlimited. |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
to PRIUS
Somebody else will have to weigh in on this, but perhaps you can just use it as a wireless router, the passwords are all over DLSR. |
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TwiztedZeroNine Zero Burp Nine Six Premium Member join:2011-03-31 Toronto, ON |
to PRIUS
Yeah thats a Docsis 2.0 unit. I've seen them. Not overly impressed with them though the range is 'fair' for the 802.11 aspect. Though if you really want to get max speeds I'd move to a Docsis 3.0 unit and a sepparate gigabit dual band wifi N router with as much ram/cpu/flash as you can afford, so you'll have more options if you choose to use third party firmware on it. Of course if you're not a Geek then it really doesn't matter to you. That SMC unit could be deprovisioned and 'resold' to someone less fortunate than yourself either to friends or family or acquaintances, and the return cash sunk into some sweeter bleeding edge equipment for Mission Control. Cheers |
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to PRIUS
I suppose the question is whether or not the employee felt empowered to make that decision. |
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Teddy Boomk kudos Received Premium Member join:2007-01-29 Toronto, ON |
to Distributel_
said by Distributel_:the DCM475s in stock are provisioned with Rogers firmware Dano, can you elaborate on this please. Do you mean they have the factory firmware version that Rogers requests (STAC.02.16), or do you mean that you are working with Rogers to change the firmware in the modems? |
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