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

Bell sabotage: NO TELEPHONE FOR 3+ DAYS! (Internet 13+ days)

Yes, sabotage. Sounds absurd, paranoid even, doesn't it?
Well click this link to read a recap of my situation on the Teksavvy forum. I am at a total loss what else to think at this point.

In a nutshell, my Bell land line telephone (POTS) has been out of service 3 DAYS. My Teksavvy DSL Internet (via Bell's network) out 13 DAYS.

Why? No reason or explanation from Bell. NO orders were placed. NO move took place. NO issue with billing. NO technical faults or failures. This has come about completely out of the blue, as if I have been randomly targeted as part of some mean spirited prank. Someone at the Central Office in my neighborhood apparently keeps pulling out my service! Maybe sabotage is too strong a word, perhaps this is just incompetence on a level unfathomable to me, but either way, this is a COMPLETELY UNACCEPTABLE SITUATION!!

I do not know what to do at this point, or how something so bloody simple to resolve has become such complex an issue to solve.

At any rate, I felt I should share this story on the Bell forum. At this point I am way past just stressed and at a loss for words....

Expand your moderator at work

ruggs

join:2012-03-26
Ontario
Reviews:
·Bell Sympatico
reply to IIgs

Re: Bell sabotage: NO TELEPHONE FOR 3+ DAYS! (Internet 13+ days)

Could just initially be intermittent trouble but permanent trouble now in the outside plant with the pair you're on. Call bell for your dial tone issues, and call Techsavvy for your dsl issues, Bell or Techsavvy won't know you have issues unless you call in.

Edit...
Looks like I read this comment before reading the initial one, i still suggest to call in again to both, I hope your issues get sorted out...



do OR dont

@videotron.ca
reply to IIgs

laff, wait till you need to call 911 and that doesn't work. Happens to people and Bell tells them they are just a "statistical outlier". Kind of like TSI did the other week to some person.

If I am not mistaken, this is an essential service with the CRTC. So you can file a complaint with the CRTC right now. And you should. Or you can just write in an obscure forum. I do believe, and this is going back a few years from when it happened to me, Bell has 48-hrs to fix it and no more (might be 24, but I seem to recall 48). You are well past this.

So it do or don't. Up to you to file the complaint.



xsbell

join:2008-12-22
Canada
kudos:5
Reviews:
·Primus Telecommu..
reply to IIgs

In my city, where we have a university, I've witnessed many drunken students kick over pedestals, try to tamper with remotes, knock over postal boxes.. and the list goes on.

The cover for the pedestal in front of my house is so bent (after being kicked so many times) that it won't even fit properly, so rain gets in.

Not saying this is your problem, but something to keep in mind.

Expand your moderator at work


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

1 edit
reply to do OR dont

Re: Bell sabotage: NO TELEPHONE FOR 3+ DAYS! (Internet 13+ days)

said by do OR dont :

If I am not mistaken, this is an essential service with the CRTC. So you can file a complaint with the CRTC right now. And you should. Or you can just write in an obscure forum. I do believe, and this is going back a few years from when it happened to me, Bell has 48-hrs to fix it and no more (might be 24, but I seem to recall 48). You are well past this.

So it do or don't. Up to you to file the complaint.

Well, I phoned up the CRTC this afternoon to file a complaint. The woman I spoke with said it's no longer their job to receive complains, going as far as saying they do NOT deal with the public (other than to provide general information; the same information that is found on their website). They are there for corporations only.

Instead she referred me to the CCTS (Commissioner for Complaints for Telecommunications Services) and said deal with them. When I asked what they do, it's just to settle disputes, such as billing issues. Little else. Great.

I then asked if Bell will be automatically fined by the CRTC for disconnecting an essential service for over 48 hours (on a cause of human error and incompetence no less!). Nope. Nothing. Nada. The CRTC does not fine Bell for cases like this any longer. Wonderful. Maybe they send them a gift basket instead?

Oh, and to add to this story, last week I phoned Bell's Loyalty department to complain. The agent did not seem to care or did not understand WHY I am calling her to complain, when after all, the phone line had been since restored. So asked to speak to a manager, first one could not speak any English--only French (after I explained the whole story in detail!), so passed me on to a second manager. This one treated me in an extremely rude manner, gave the most empty and sarcastic apology I think I've heard, and then had the nerve to say "This is not Bell's fault, these things happen" and I should be happy because I will be credited for the days out of service (and I should not be complaining anyway, because already have a promotional price for my phone service). I told her at this point I just want acknowledgement that this was Bell's fault, and an assurance this will not happen again. Or at least respectable customer service, something I did not get from this manager (and I spoke professionally and amicably all this time).

Did eventually get my phone and Internet restored, but it took 12 days for DSL and 3 days for phone. Bottomline it seems, Bell can do whatever the hell they please, and the CRTC just pats them on the back!


Mister M

join:2010-05-01
Vancouver, BC
reply to IIgs

said by IIgs:

...The CRTC does not fine Bell for cases like this any longer...

Obviously, they are not going to fine themselves.


Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
Reviews:
·Start Communicat..
reply to IIgs

said by IIgs:

Did eventually get my phone and Internet restored, but it took 12 days for DSL and 3 days for phone. Bottomline it seems, Bell can do whatever the hell they please, and the CRTC just pats them on the back!

If Bell won't do anything and the CRTC admitted that they won't do anything either, it's time to get a hold of your MP and have them contact the CRTC on your behalf.


Paolo
Mr. Wireless

join:2004-05-29
canada

if your phone doesn't work, how did u pick up the PHONE to call and complain?



Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
Reviews:
·Start Communicat..

said by Paolo:

if your phone doesn't work, how did u pick up the PHONE to call and complain?

... because it works now?


do OR dont

@videotron.ca
reply to IIgs


CRTC Sez So
Click for full size
2nd screenshot
I looked over the CRTC website. It has indeed changed since this last occurred to me. Back then the CCTS didn't exist, however, the CRTC does indeed step in with phone issues. Now they step in only if you are in a regulated area or unregulated area. Or if you are disconnected for nothing and need a fix ASAP.

See screen capture.

Now the thing is, how the hell do people know if they are in a regulated or unregulated area? What determines that?

In addition to this, it very clearly states the CRTC will step in with phone issues in emergency situations. A house with no 911 access, that you are indeed paying for BTW, seems to fit this bill.

So they could have done something, but the CRTC blew you off.

I would be pissed if I was in your shoes.

1) Bell blew you off
2) The CRTC Blew you off
3) That left you with the CCTS who will take a month to even look at your complaint. Meanwhile, what if you needed 911 like I did?

Then you have Bell advertizing bullshit like that second screen capture that is a lie.

I feel for you man. Mainly cuz i've been there. But for me it lasted more than a month.

I wouldn't let this go. I would put a complaint in writing to:

1) The CRTC asking them to explain themselves
2) Give the bullshit marketing stuff (2nd screenshot) to ad standards Canada and the CRTC
3) Contact The tech guy at the Montreal Gazette with all the above so it gets some time and he maybe gets some answers.

It really is a major run around for the average person. And many don't know about calling the CRTC or the CCTS. And how exactly do they find this info out with all communications cut-off?

I would make an issue of it. Hope you do.

I am guessing that you are in what they call an "unregulated" area. But still, in an emergency, the CRTC should have stepped in. Wish you would have called the CCTS right after to see what they would have said.

You aren't the first, and you aren't the one with the worst, and you won't be the last. Only thing you are to Bell and your current provider is "a statistical outlier". You aren't even a human being. Sad, eh?


Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
Reviews:
·Start Communicat..

said by do OR dont :

Now the thing is, how the hell do people know if they are in a regulated or unregulated area? What determines that?

Your phone bill should tell you if you have a regulated telephone rate, meaning you're in a regulated rate centre.

For what it's worth, regulated rate centres are generally smallerish towns. I live in a regulated rate centre, but Niagara Falls and St. Catharines are unregulated, being that NF and St. Cats combined are over 210,000 people.

I believe the CRTC has a published list of unregulated rate centres in Ontario and Quebec, but off the top of my head I can't think of where it is.

Edit: here's the list: »www.crtc.gc.ca/eng/publications/···list.htm. Apparently Fort Erie is unregulated, yet I've got bills saying it's regulated. Hmm.

Edit2: Ah, regulated for business, not residential. Makes sense.


do OR dont

@videotron.ca

And the average Jon/Jane public would know this?

IIgs has been around a few year and it even took him for a loop.

See nothing wrong here?

Nothing wrong with even the CRTC's website that supposedly offers help to the public?



Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
Reviews:
·Start Communicat..

When I went through the CRTC's document on telephone service complaint resolution, they provided a link to determine if you're in a regulated rate centre or not. It wasn't hard to find.

Not saying the CRTC is without fault in this, but the ability to determine whether you're in a regulated market or not was easily locatable on their website.



do OR dont

@videotron.ca
reply to IIgs

said by IIgs:

Well, I phoned up the CRTC this afternoon to file a complaint. The woman I spoke with said it's no longer their job to receive complains, going as far as saying they do NOT deal with the public (other than to provide general information; the same information that is found on their website). They are there for corporations only.

Forgot to add,
If you do write a letter of complaint about the terrible CRTC service and situation that happened to you, be sure to include what they stated to you (what you captured in your post, above) and toss it back in their face and show them their webpage says something else (as shown in the screenshot I provided).

Don't let them off the hook.

Also... do contact the Montreal Gazette tech guy with the story At least maybe this way others will be aware when it happens to them.


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

Following what was mentioned above, I once again called the CRTC. Turns out I'm in an unregulated area, so yes, the CRTC will have absolutely nothing to do with me or my issue with Bell.

Apparently "unregulated" means you have one or more competitors in your area, so your on your own. If Bell is not providing you service, well, hey, you can just switch to another provider.

...but wait! The only other provider to offer POTS service in my area is Teksavvy, and they use Bell's physical network! In fact they're just a reseller of the service! How the hell is that supposed to protect me? There is also Videotron (cable) but they only provide VoIP service, which does NOT offer the same reliability as a POTS line. Not even close. Power outage, Internet outage, local router or modem issues....there goes your essential "phone" service down the toilet!

At any rate, the woman reiterate, if I wish to file a complaint, write to the CCTS. However, as the issue is now resolved, she said there is ABSOLUTELY NOTHING THEY CAN OR WILL DO. So I asked, who do I complain to to prevent this from happening again? Response? Just silence....followed by a sorry, there is not anything you can do.

Looks like the only recourse is to contact the media, like the Gazette mentioned above. I was actually thinking of CTV News, but then they're owned and operated by Bell Media....think they'll do a negative spin story about their parent company? Think again!

As far as sharing this with the Montreal Gazette, or even these forums, what is that going to do? Little to nothing. I'm just another Bell causality statistic, and one that will fade and be forgotten about in short time.



Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
Reviews:
·Start Communicat..

said by IIgs:

There is also Videotron (cable) but they only provide VoIP service, which does NOT offer the same reliability as a POTS line. Not even close. Power outage, Internet outage, local router or modem issues....there goes your essential "phone" service down the toilet!

Voice-over-DOCSIS is probably a better term for what Videotron and the other cable companies do. It's not the same as VoIP on the public Internet, and they're bound by certain lifeline reliability requirements that are also bound to POTS. If the power goes out, you and the coax network have eight hours of backup. While I'm not going to say that it's just as reliable as POTS, you're grossly underestimating the reliability of the cable phone offerings.

plebel
Premium
join:2011-01-27
Ottawa, ON
reply to IIgs

Try contacting CBC Marketplace. Bell has already been the subject of their reports on several occasions.

»www.cbc.ca/marketplace/



circles

@videotron.ca
reply to IIgs

said by IIgs:

As far as sharing this with the Montreal Gazette, or even these forums, what is that going to do? Little to nothing. I'm just another Bell causality statistic, and one that will fade and be forgotten about in short time.

Brings negative attention to the CRTC (who protects the public). Attention they don't want or need.

Brings negative attention to Bell

Brings negative attention to the CCTS who would ignore you.

Brings attention to the bullshit of regulated and unregulated. It's all a scam to the end-user, like us. Just another way the CRTC allows the mega-corps to ignore you, and for the CRTC to ignore you.

It brings these issues to light for the average Joe/Jane.

Eventually, one day, in the future, someone will have to do something since the CRTC, the CCTS and the Telecoms aren't.

People said consumer laws would never change to protect people against the telco's, but it did a couple of years ago.

Don't count out the effect of the press.

I would even give this to the Consumer Union. You aren't alone in this. It happens to many. Maybe one day your experience could show up in a CRTC filing. And if the CRTC ignores it again then Consumer laws could be affected for essential services. Like has already happened.

But that's up to you... It's more of, "damned if you don't try".

I was out phone much longer than you. You are lucky.


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

Un-f*cken-believable.

Not even a month following my previous incident(s), on Wednesday, October 10th, BELL CANADA ONCE AGAIN DISCONNECTED MY SERVICES!!

Just as before, my DSL line card was removed. Then the following day after a demand to restore it, they disconnected my voice POTS phone line for most of the day!

NO PHONE, NO INTERNET!

Made several calls to report this to the higher ups at Bell. No can do, no system in place for that, just empty promises this won't happen again. It should be noted this is my 5th service pull it a month period.

Time to go to the media? You bet. Bell Canada is a dysfunctional and broken company, more so than one might expect. Quite frankly tampering with an essential service is a serious danger and stories like this need to be made public.


bt

join:2009-02-26
canada
kudos:1

That's.... completely absurd. Good luck going to the media, Bell deserves to get dragged through the mud on this.



xsbell

join:2008-12-22
Canada
kudos:5
Reviews:
·Primus Telecommu..
reply to IIgs

said by IIgs:

Just as before, my DSL line card was removed.

It probably wasn't removed. The ports on a line (termination) card are usually pre-wired to a cross-connect panel either in the OPI (if there's room), or another enclosure. The tech probably removed your loop from that panel.

I see techs around here write on the inside of enclosures, presumably to document where each loop goes.. but obviously that's not happening in your case.

Either way it's pretty sad.. and I feel for ya!