dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
3032
share rss forum feed

lbonnell

join:2013-02-21

1 edit

distributel to start

thought i would share my experience thus far;

cancelled distributel monday (15th) and will be effective august 1st
called and ordered start monday (15th) 150mbps/10mbps service + renting modem
lady also confirmed that rental fees may be partially credited towards modem purchase at future date

i should also add that i called distributel ~6pm and requested call back; no return call so at 8:50pm i called them (they close at 9pm) and was on hold until close to 9:30pm at which point i was able to cancel.

how refreshing calling start afterwards; i was on the phone with someone in less than 1 minute!

advised csr that i will pickup the modem to avoid the $10 shipping charge; she confirmed no problem and since I was going to be in the area of start the next day (16th) that it would be ready and i can pick it up.

showed up on the 16th to pickup the modem and was told that it isnt ready. little annoyed but i understand that these types of things can happen and was advised the csr i had dealt with was a newer employee. receptionist type lady said she will call once the modem is ready.

i hadnt heard anything as of friday so i sent an email and someone from start called me shortly after.
in fairness to start they had try to call me friday but my wife forgot to pass the message along

i guess some of the information was incorrect so i reconfirmed some details with the csr; address and such. seems to be some confusion around my address and was asked if distributel or rogers ever told me my internet address is different from my mailing address; also i guess they couldn't find the cancellation of distributel in the system.

csr was great and after all was reconfirmed i asked if they could ship the modem to me at no charge for the little bit of trouble i had. csr responded that rented modems are shipped free of charge anyways.... little annoyed but again no big deal. csr mentioned he would get back to my later that evening by 9pm or possibly saturday (today). if i dont hear back from start he advised i should followup on monday...

as it currently stands i am just waiting to hear back otherwise as per above i will followup with start again on monday. i will update here with any further details.


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
Distributel transfers are definitely the toughest ones unfortunately as they don't seem to be able to push a disconnect notice through to Rogers until after the disconnection date. You'll probably have to harp on them to get that pushed through otherwise you're probably looking at a day outage between the time they finally release the account and the time we can assume it. For installs or transfers from anywhere else this issue doesn't exist. There is a new policy laid out by the CRTC that will be coming in the future that will allow ISPs to issue disconnects on behalf of the customer at which time this issue will go away.

Sorry to hear of the modem shipping confusion. Modems are generally ready next day but if you came early in the day then I could see it not being ready yet. Generally we don't do a lot of pickups but try to make exceptions if the customer really wants to pick it up.

Thanks for your feedback and welcome aboard.

lbonnell

join:2013-02-21
hey rocca,

i didnt hear back via email or phone yet in regards to if the modem has shipped or anything; could you possibly provide a quick update or would you rather i email/call in again?

thanks,


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
We probably don't have an update yet, I'd normally double check but I'm away this week so if you could check with our sales team they'd be happy to assist. Thanks.

lbonnell

join:2013-02-21
so it appears that distributel still hasn't submitted the cancellation request to rogers as such start cant provision the new account or setup the modem...
still getting great and very prompt answers from start with very low to no hold times which is a great change!

Gza14

join:2002-12-31
Scarborough, ON
reply to lbonnell
Ibonnell, did you confirm this (lack of cancellation request submission) through D-tel, or through Start?

I'm getting a bit paranoid myself, but hate the wait times at D-tel. Start hasn't told me anything negative, otherwise. My transfer is also slated for Aug 1.

lbonnell

join:2013-02-21
this is the information from start; i have emailed distributel and waiting for them to get back to me. based on other users accounts of moving away from distributel it seems that the issue is with distributel not processing the cancellation promptly; which was also somewhat confirmed by rocca.

GoRaptors

join:2011-07-22
London, ON
reply to lbonnell
How are these 2 guinea pigs doing/going? :P! :P! I am also on Distributel but waiting for others 2 jump ship 1st! Hehe! >! ! Cheers!


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
reply to lbonnell
said by lbonnell:

this is the information from start; i have emailed distributel and waiting for them to get back to me. based on other users accounts of moving away from distributel it seems that the issue is with distributel not processing the cancellation promptly; which was also somewhat confirmed by rocca.

Yes unfortunately that's the biggest issue as Rogers won't accept the order until they see a pending disconnect from the prior ISP. That changes in 2014, but of little comfort for those until then.

lbonnell

join:2013-02-21
reply to lbonnell
multiple requests to distributel has resulted in no response or information

rocca - can you please let me know if you see the cancellation yet? i havnt heard anything from start in regards to the modem shipment / provisioning (i assume the hold up is distributel just looking for an update on your end)

thanks!


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
If you PM me your account # or name I can take a look, but I'd suspect that yes, we're still waiting for the disconnect to be received by Rogers.

Gza14

join:2002-12-31
Scarborough, ON
reply to lbonnell
Just got an email from Wendy (Start), who confirmed that the cancellation has NOT been submitted yet (go figure).

The D-tel callback feature isn't working right now, and I've been on hold with them for 30 minutes now. Unacceptable.

lbonnell

join:2013-02-21
give them an earful from me as well if you get ahold of them; i just dont have time to sit on hold with them for hours.
basically expecting to be without internet a couple of days which i am sure the wife and kids wont like but i am glad i am going to a provider now that can actually handle their client load

Gza14

join:2002-12-31
Scarborough, ON

1 edit
reply to lbonnell
45 minutes later...

Got a hold of someone, who confirmed with his supervisor that they've done all that they can, and that they have me set as 'disconnect on Aug 1'.

I iterated that any downtime wouldn't be acceptable as my fiance works from home, and the rep assured me that this wouldn't be the case (kept going on about how all third-party providers source out Rogers technicians, etc. etc. - yawn).

I don't know what to do that this point, besides hope?

Rocca, would it make a difference if you personally got a hold of them (perhaps their tech department) yourself to address this? That would definitely save a crapton of us a lot of hassle...

EDIT: In all fairness, my email from Start reads as such:
- no disconnect request submitted as of yet
- Start sees that there is a disconnection date of July 31 (could take up to an entire week for the disconnection to be actually pushed through)
- as long as my modem is still connected, I'll still have service [with D-tel] up until that disconnection point
- once disconnected, I am to contact Start so that the transfer can be pushed through (24 hour downtime AT MOST)
- in the meantime, Start will keep submitting the transfer request in the hopes that the connection can be "caught" as soon as the actual disconnect is done with minimal interruptions

Going back to what Rocca said earlier, in that the disconnect doesn't occur until "a day later", and with the acknowledgement of July 31 as the "disconnection date"... perhaps there is hope after all?


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
We've tried, even conference calling in with their support department several times but never has been successful in getting them to have their provisioning department send the disconnect in any earlier than after cancellation. As for the 'at most' part, please understand it's based on prior experiences and not a guarantee. We have no way of know what your old ISP will or won't do and while I expect their service will likely still work for the extra couple days, our role is to keep trying to get your transfer completed the moment Rogers has finally received the disconnect from them.

lbonnell

join:2013-02-21
hey rocca,

any update on my account? has distributel put through the cancellation yet?

also what exactly needs done to the modem that is holding up the shipping; dont you just require the serial # and mac address? could this information be recorded so that the modem can ship and hopefully avoid any further delays.

thanks,
luke


Start Laurie
Premium
join:2011-09-09
London, ON
kudos:1
I just took a look and the disconnect hasn't come through yet. I've asked our provisioning team to check in the morning. I'll ask that someone updates you when they get the answer.

Gza14

join:2002-12-31
Scarborough, ON
reply to lbonnell
Still on D-tel...

*chuckles*

GoRaptors

join:2011-07-22
London, ON
reply to lbonnell
/tongue in cheek

Keep us updated you guinea pigs! Thanks for having the gumption to go/switch 1st! :P! ! Cheers! >>


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
Unfortunately this is always the case when it comes to DT transfers. If you don't have the patience, the install option is the best bet.

lbonnell

join:2013-02-21
well I am still a distributel customer for the time being until they decide to stop providing me with free internet access; id like to thank start for being upfront about the potential issues/delays and at least being on top of it to keep me up to date with what is going on and what to expect.

modem should be shipping to me today/tomorrow so hopefully wont see any details waiting on it

Gza14

join:2002-12-31
Scarborough, ON
reply to lbonnell
Welp, looks like the disconnect hasn't been pushed through yet...

Will be calling D-tel tomorrow to find out what's up.

lbonnell

join:2013-02-21
reply to lbonnell
i just received an email from start this morning that it will be transferred august 11th


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
That'll likely match with the active disconnection date from DT, or be the following morning.

lbonnell

join:2013-02-21
based on tracking i should receive my modem from start today.

Gza14

join:2002-12-31
Scarborough, ON
reply to lbonnell
Called D-tel earlier today:
- rep reinforced the fact that my official disconnection should have occurred on Aug 4
- she can see that my line is active, but with a different provider
- told her my IP was still resolved as one of D-tel's when I ran the test yesterday (couldn't comment on that)

Emailed D-tel as well:
- confirmed that my disconnect went through, effective Aug 1

Called Start, and left this info with someone for further investigation. Not too sure what's going on, but this is very strange, indeed.

Just want my 10Mb upload, dang it!

f7

join:2013-07-29
reply to lbonnell
I'm more interest how Distributel charge when you jump ship...

lbonnell

join:2013-02-21
you already pay one month in advance so no charges to cancel as there isnt any contract. in my case i just have to return the modem since i was renting it.

Gza14

join:2002-12-31
Scarborough, ON
reply to lbonnell
*** MILESTONE UPDATE ***

Did some researching, and it appears that D-tel NOT releasing modems for transfers has been known for quite sometime now.

I decided to bypass the monkeys and call D-tel tech support, instead. I explained the situation, and that I specifically wanted my modem RELEASED from their database (released being the key word here). After being put on hold for about a minute or two, the rep gets back to me, confirming that he just submitted a ticket (to Rogers, I can assume) for modem release - ETA 24-72 hours.

I notified Start as such, and got a callback about an hour later, saying that they - too - got confirmation of this, and that my disconnect/ transfer date is now August 12; downtime of 24 hours max, but will try for as seamless as possible.

Just thought I'd mention this, as it's unfortunate that this process isn't implemented automatically once a cancellation is put through. Had I reached out to D-tel tech support earlier....

Rocca, might want to cascade this to the appropriate departments, as well as have this mentioned on the cable service application page, confirmation email, etc.

GoRaptors

join:2011-07-22
London, ON
I love you! (no homo) +1000! :P! ! Keeping my eyes peeled on this!
If it goes well I may follow suit from Distributel to Start!
Awesome work Gza14! HOLLA! WOOHOO!