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Reboot123

join:2012-07-05
Montreal, QC
reply to IIgs

Re: Bell/TSI "accidentally" disconnected my DSL!

I feel ya, in 2008, when I was with Bell (since like 2000). I did not have net for 5 whole weeks and every time they would say call back in 48 hours.

Edit: it was a defective item on their side, I think the card line.



ughbell

@sunwave.com.br
reply to IIgs

This happened to me a couple years ago and I'm a bell internet & phone customer. It went through the same circles of incompetence of losing dial tone(and having zero voltage on the line, it was physically pulled.) Until I got customer relations/office of the president involved nothing helped or got my service restored. If you have bell landline get them involved »support.bell.ca/Billing-and-Acco···omplaint has some directions.

While you're talking with someone high up calls you back, you can probably get them to get involved in your internet problem too despite not being directly a bell customer. They also have the power to issue you compensation, they gave me a couple months free for one disconnection. After 5 you probably wont be paying for your phone for a while.

It seems like everyone there is only following steps or procedures and no one cares enough(or aren't allowed) to go beyond what's directly in front of them. When big screw ups happen this breaks down even more and it all goes to crap until someone with the desire (or authority) to look deeper gets involved.


LondonOntGuy

join:2004-05-12
London, ON
reply to Mike2009

said by Mike2009:

I think it's time to move to cable. Too bad Bell can't get their shit together.

Too bad Robbers keeps cutting people off.
Expand your moderator at work


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
reply to nitzguy

Re: Bell/TSI "accidentally" disconnected my DSL!

That;s the reason why, my CO is a couple of miles away (as the crow flies) but the remote is at the bottom of the street.



elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
reply to IIgs

I guess Marc's conversation with the upper level boys didn't go so well (or didn't flow down to the field where it's SOP, "Disconnect all non bell customers".



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

said by elwoodblues:

I guess Marc's conversation with the upper level boys didn't go so well (or didn't flow down to the field where it's SOP, "Disconnect all non bell customers".

Last time, by the time they looked into it IIgs was already back online.

I poked them again last night.. minutes after IIgs posted.. I PM'd him about it..

I'm following closely
--
Marc - CEO/TekSavvy


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
reply to nitzguy

said by nitzguy:

said by HiVolt:

said by mlerner:

As of right now Bell places priority on their own customers with access to remotes so if they need to remove a wholesale customer to provision a retail customer they can and will. Unless you pay for the VDSL2+ tier (25/7 connection) which they will only provision on a remote, they will not guarantee access to a remote on lower speed tiers. That's why you were removed and why the tech did not cooperate.

The ADSL2+ tiers also guarantee access to remotes. Only the legacy 6meg DSL and DSL basic are not guaranteed.

I think I'm the only person here/in Canada who has their ADSL2 served from the CO....I mean it helps that the CO is down the street....in a residential neighbourhood no less...

No you're not the only one. Way back when where VDSL2 wasn't out yet, a lot of people were served by the CO.


Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7

said by mlerner:

No you're not the only one. Way back when where VDSL2 wasn't out yet, a lot of people were served by the CO.

 
And I just posted that my next door neighbour does.


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
reply to ughbell

said by ughbell :

This happened to me a couple years ago and I'm a bell internet & phone customer. It went through the same circles of incompetence of losing dial tone(and having zero voltage on the line, it was physically pulled.) Until I got customer relations/office of the president involved nothing helped or got my service restored. If you have bell landline get them involved »support.bell.ca/Billing-and-Acco···omplaint has some directions.

While you're talking with someone high up calls you back, you can probably get them to get involved in your internet problem too despite not being directly a bell customer. They also have the power to issue you compensation, they gave me a couple months free for one disconnection. After 5 you probably wont be paying for your phone for a while.

Agreed 1000% and also since landline voice service is regulated, Bell is legally obligated to get you back up and running ASAP along with compensation.


IIgs
Premium
join:2002-10-05
Montreal, QC
kudos:1
reply to IIgs

Update...

Spent literally the entire day trying to voice my concerns with Bell about this situation repeating itself. I simply said I want this issue reported and investigated to avoid a repeat. Got yelled at, hung up on, got promises I was being transferred to managers (and then hung up on), transferred to countless wrong departments, told they cannot speak English, and other fun stuff.

The semi-good news is, as of 9 PM both my voice telephone line and DSL are back up. HOWEVER, I'm currently on a 1 Mbit profile, or possibly reconnected to a remote DSLAM.

The tech came by my apartment at 7 pm to run a loop test, disappeared, and then came back at 9 pm. He insisted several times my phone line is now restored, but NOT the Internet. I showed him my modem had sync, but he insisted it wouldn't work--someone is "fixing" that tomorrow morning. If I'm extremely lucky MAYBE they'll put my profile back up to 6 Mbit, and if not, then they'll just disconnect my DSL and telephone line again. That's what Bell does.

I should mention the tech could not speak a WORD of English. So I couldn't quite get a proper explanation as to what happened this time around. As an added bonus, I honestly do not think this guy baths regularly and left a strong body odor in my apartment. Bad enough I had to open my windows to air out the smell, I am being totally serious here.

So, telephone is back. DSL is only partial back. So will they pull me out of service again tomorrow morning, with that work order still pending. I'd bet on it.



Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7

said by IIgs:

Update...

Spent literally the entire day....

 
So, SMELL telephone, then.

Surely Bell did not NEED to send a tech whose aroma reinforced what you already think of their company.

OY !


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
reply to IIgs

said by IIgs:

Update...

I should mention the tech could not speak a WORD of English. So I couldn't quite get a proper explanation as to what happened this time around. As an added bonus, I honestly do not think this guy baths regularly and left a strong body odor in my apartment. Bad enough I had to open my windows to air out the smell, I am being totally serious here.

I would him out the door,but then you'd still be down.
--
No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake.......

Mango
What router are you using?

join:2008-12-25
www.toao.net
kudos:11
reply to IIgs

How are things going, IIgs?



Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7

1 edit

 
If you aren't afraid to jinx any positive developments (again), tell us wassup ?


padenom

join:2008-03-28
Montreal, QC
reply to IIgs

I hear your plight Iigs. I thought I had to go through a lot last Oct when I was off for 10 whole days (dry loop DSL only, no POTS line). But after reading this thread ...yes I went through it completely.... I think I was lucky. Haven't gotten back my 6mbps yet. So posted details* today. Hoping that your issue gets resolved for good soon.

Also I sincerely hope that TSI doesn't tell you that you will get reimbursed only for the days that you didn't get the service. You deserve at least 3months free DSL.

* - only brief description »[DSL] Bandwith issues with $wholesale operators - connundrum because if I went through the details of the phone calls with TSI/Bell and their techies, I would have to spend at least a couple of hours writing it.



IIgs
Premium
join:2002-10-05
Montreal, QC
kudos:1

1 recommendation

reply to Mango

said by Mango:

How are things going, IIgs?

Sorry for being silent, I literally had to walk away from all this (as in leave my apartment!) and take a break over the weekend. The absolute hell and stress this has put me through is unmeasurable.

Everything with my line back to normal, for the time being anyway. On Friday morning my DSL was back up to 6 Mbit and the voice portion of my telephone line fully operational. I'm noticing my speeds a bit wonky tonight (jumping between 400-650K) but that may likely be an issue on TSI's side of things. Particuarly as it seems to drastically improve after midnight.

I seriously do NOT trust this has been resolved. I expect at any time now, my line will be pulled for the 6th time because of human error (or sabotage, or whatever crap imaginable is going on at BHell). I spent the better part of Friday making calls to report this to the higher ups at Bell, but I may as well have been talking to monkeys at the zoo, or to my wall. There is no system in place to report this kind of thing...NOTHING. The best I could get, from *1* empathic agent (the rest were about as apathetic as could be!), was a suggestion to write a postal-mail letter to the "Bell Canada Executive Office of Customer Relations" in Toronto. I take it that's the adult equivalent of writing to Santa Claus.

I really think taking this to the media is necessary, if only to bring to light how serious flawed and dangerous Bell Canada has become. I say dangerous because if I should have a medical emergency now or in the near future, I am completely f*cked because cutting both my phone or Internet for several days at a time, at random, leaves me in a very helpless situation!

LondonOntGuy

join:2004-05-12
London, ON

I wouldn't bother with CTV Montreal, since Hell owns them and all, they're not going to expose themselves as incompetent now. There's a CBC station there is there not? You'll probably have better luck with them.

Expand your moderator at work

BrianV

join:2008-11-17
Long Sault, ON
kudos:1
reply to LondonOntGuy

Re: Bell/TSI "accidentally" disconnected my DSL!

Or Sun News....



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

1 recommendation

reply to IIgs

IIgs,

Official word from Bell;

"We have identified that each of these disconnects in error were the result of a systems/records issue that unfortunately did not get identified until this most recent service outage. The High-Speed Tool or inventory system that we use for DSL provisioning had identified the port assigned to your customer as ‘not in service’. Our internal and field techs work from this system in their assignment of resources to new services. Even after the first pull in error, this root issue did not get identified….the changes were made but were overridden by the central inventory system. It has been fully updated as of last week when service was restored. In addition, our provisioning process team are reviewing this to identify any process gaps that may have attributed to the original issue or would explain why the database issue was not identified following the original pull in error on Sept 3rd."
--
Marc - CEO/TekSavvy



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

Has Bell offered any credits or discounts for their stupidity?



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

I asked last time and the answer was "no".

I'll ask again.
--
Marc - CEO/TekSavvy


koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON
Reviews:
·TekSavvy Cable
·voip.ms
reply to LondonOntGuy

said by LondonOntGuy:

I wouldn't bother with CTV Montreal, since Hell owns them and all, they're not going to expose themselves as incompetent now. There's a CBC station there is there not? You'll probably have better luck with them.

With Rogers owning CITYtv/OMNI, SHAW owning GLOBAL and Bell Owning CTV/CTV TWO I doubt you will get much attention sadly, as they don't speak bad about each other. CBC, and maybe the few others like CHCH may touch it, but sadly will fall on deaf ears, because the inability to get on media as a wide scale.


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable
reply to TSI Marc

said by TSI Marc:

I asked last time and the answer was "no".

I'll ask again.

LOL, wow... Sheer incompetence, and then utter ignorance.

No wonder they're bleeding customers left and right...
--


koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON
Reviews:
·TekSavvy Cable
·voip.ms
reply to LondonOntGuy

said by LondonOntGuy:

said by Mike2009:

I think it's time to move to cable. Too bad Bell can't get their shit together.

Too bad Robbers keeps cutting people off.

Actually you seem to see more stories about the DSL via Bell being cut over ROGERS. Rogers seems to have fixed it mostly by adding TAGS to the lines running to a TPIA client.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to koreyb

For what it's worth, I do believe I'm getting somewhere with the Bell higher ups I'm talking with. Frankly, if I'm going to get anywhere with them, it would certainly be better to not have this escalate via those routes... It would surely cut my legs out from under me...

This has no doubt been very upsetting and disruptive.. I don't want to presume to be telling anybody what to do.. I do feel that we did everything we possibly could throughout...

I'll keep working it from my end, obviously if it happens again but it does sound Ike they've gotten to the bottom of it now.
--
Marc - CEO/TekSavvy