Customer service is horrible especially billing dept.
I had same problem after leaving them and then decide this past yr to give it a try again for the cable services. Initial start date was horrible just like you experience. Now at renewal time the billing dept messed up again. Jist is they started my Voip service before or did not extend service renewal date the same when they extended the contract for lack of services. Anyhow I was expecting renewal with confirmation from three different rep( sales and technical and billing) as to what will be billed in total, they all confirmed it is the going rate advertised on website not my initial $35.95 but now $38.95x12+taxes which is great since I thought they might do what Rogers or Bell does. However on the 20th, 3 days before renewal I get invoice for Voip $134.92. Immediately I emailed their billing dept. Faneeza K. replied back that they won't reverse the charges since I did not give them notification about cancelling service with them for Voip. I this rep. that my email to request to reverse charges and if not cancel the cable service too should mean precisely that. However, Faneeza insisted that renewal date is 20th not 23rd as another rep email me on Oct 20th Ticket ID:GQU-73630 confirm date is Nov 23rd. My comprehension and I would argue that most people on the planet would say Voip need to have internet connection to work. I had issue setting it up since April and the technical team vague trouble shooting steps was of no help and so if their tech team is so free to check if the account was ever used more than 20 calls in a period of a month since it was initiated. If I don't receive full refund then I will have VISA initiate chargeback in 30 days and write to Consumer Better Business Bureau about this incident auto renewal process as a cash grab technique. I am content with the cable services so far. My last email also requested that billing look into lack of service for beginning of month when we lost services for about 4-6 hrs, and it was so bad that calls in for help was automatically disconnected. If this is also to apply then my renewal date would be 24th of November which now would make my request for stop voip be 2 days ahead of end of contracts.