1 edit | Need new ISP: Belle River -- Currently with MSNi Hello everyone, I'm looking for some help.
For the past 17 years I've been a loyal customer of MNSi, started with them on 56K dial up and currently subscribe to their 6Mb/800Mb plan. During my time with them I've been very pleased, great service stable connection. That is until recently.
On January 20th of this year I send and email to support saying that I had been receiving sub 120KB/s speeds 80% of the time, that it was very irritating. After back and forth they created a ticket and said the problem would get fixed later that month. Next month they tell me April with a full fix in June.
June comes, same issue. I call and get told a fix is in the works... yeah right. Nothing has been fixed by Bell or MNSi.
And now recently the connection keeps cutting out. So I hop on the phone and give them a call after getting home from work. Complete waste of time!
I was told that I wouldn't receive support unless I reverted the modem to the factory settings, and used my WRT54G. (I've had their Zhone modem/router dialing the PPPoE connection for a year ish so I could monitor the stats the modem was giving) Which I did... and of course it didn't change anything.
The only reason i've put up with this for so long is the fact that I have my long distance with them, and I use my MNSi email for everything. Changing my email after 17 years isn't a trivial task. Plus I trusted them to get this fixed... 
TLDR: My internet connect has sucked and MNSi keeps giving excuses
Anyhow, I'm looking for suggestion on a new provider. I would like unlimited data, however I can settle for 100GB. Recommendations? Cheapest is the best :P
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 JCohenPremium
join:2010-10-19
Nepean, ON
kudos:3
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| If it's a line issue, which it likely is, switching ISPs to anyone other than Bell won't fix things.
What cable provider serves your area? I'm guessing that it's Cogeco, if it is than take a look at »start.ca/services/highspeed
»Start Communications - new TPIA Rogers/Cogeco their announcement thread. |
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1 edit | reply to nogare
For troubleshooting, the technicians do require you to factory default the modem. Using the modem in router mode is an unsupported configuration.
There was a congestion problem in Belle River a while ago, but that has been resolved as far as I know. Whatever issue you're having likely has to do with your particular line.
Apparently there is still an ongoing congestion/slow speed problem in Belle River (I thought it had been resolved). Bell still can't give us an estimated resolve date. I still think there's something going on with your line/modem that exacerbates the issue though.
Can you PM me your MNSi account name so I can look in to this?
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MNSi Internet - »www.mnsi.net |
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| I found your account and looked over the notes. It might also be a modem issue. We really need to go through proper troubleshooting to determine what the cause of the problem is.
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MNSi Internet - »www.mnsi.net |
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| said by HeadSpinning:Apparently there is still an ongoing congestion/slow speed problem in Belle River (I thought it had been resolved). Bell still can't give us an estimated resolve date
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I found your account and looked over the notes. It might also be a modem issue. We really need to go through proper troubleshooting to determine what the cause of the problem is.
What you say isn't very encouraging. So how can I proceed from this point? I'm not keen on spending more time on the phone with support staff who only provide me with empty promises that things will be resolved. |
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| Re: Need new ISP: Belle River -- Currently with MNSi said by nogare:What you say isn't very encouraging. So how can I proceed from this point? I'm not keen on spending more time on the phone with support staff who only provide me with empty promises that things will be resolved.
I checked your line sync again, and unless you're rebooting your modem, there's definitely something wrong with your line or modem. You've lost sync at least once today, and once yesterday. If you're not interested in spending time on the phone with tech support to isolate where the problem is, then I don't have any suggestions.
Until the line sync is stable, there's no way to know for sure what the cause of your problem is.
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MNSi Internet - »www.mnsi.net |
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 GuspazGuspazPremium,MVM
join:2001-11-05
Montreal, QC
kudos:20 | reply to nogare
Re: Need new ISP: Belle River -- Currently with MSNi It should be pointed out that if the problems are with your line, switching to another ISP isn't going to solve your problem.
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Developer: Tomato/MLPPP, Linux/MLPPP, etc »fixppp.org |
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1 edit | said by Guspaz:It should be pointed out that if the problems are with your line, switching to another ISP isn't going to solve your problem.
Exactly. He's losing sync every few minutes, the line stats look a little odd (full sync, but 37db attenuation with 8 db margin... that makes me wonder). Modem was replaced. Everything is pointing to a line problem.
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MNSi Internet - »www.mnsi.net
Edit: remove repeated info |
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| Just as a follow up, we've determined there is likely a metallic fault on the line causing the sync loss issue, but the customer has refused all our attempts at scheduling repair visit. Without this visit, we cannot determine if the fault is inside the house or on the lines between the CO and the house. The customer insists that the fault is not in the inside wiring, but won't allow us to do testing or fault isolation.
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MNSi Internet - »www.mnsi.net |
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| I've been with MNSi for a number of years and although I've had connection issues a few times, it always turned out to be a problem with Bell's equipment (ie. the line). MNSi has always handled my questions and complaints with a high level of professionalism.
The probable reason this customer doesn't want any troubleshooting done inside their premises is due to Bell's nasty habit of not telling customers that they'll be charged for any repairs INSIDE the house. Once someone gets burned by Bell, they will assume that all other companies conduct business this way. This person is probably assuming that MNSi wants to do tests inside their house just so they can slap them with a bill.
If there's a problem with the phone line (which it sounds like there is), then MNSi doesn't have too many options. They may own the equipment at both ends of the line, but the line itself is Bell's responsibility. I've had problems with my phone line in the past and it took Bell *MONTHS* to properly fix it. I did not spend those months bitching and moaning about MNSi's lackluster customer support.
Even people who have not clue about DSL/Computer technology should be able to understand that all MNSi can do is inform/contact Bell if there's a problem with the line. They cannot go and fix the line themselves.
As was pointed out more than once, if there's a problem with the phone line, switching service providers is not going to help. |
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| We want to send our own technician at no cost to the customer to do initial fault isolation. We really do want to try to find out what is going on, but can't do anything without cooperation.
The customer is on Bell equipment, not our own.
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MNSi Internet - »www.mnsi.net |
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