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Davebert

join:2012-09-07

3 weeks to get a 2nd line from Bell!!

I wanted to get a 2nd line installed for a dry loop connection with a new ISP. This way I can evaluate the new ISP and keep my old internet and land line working at the same time, and whenever I want to make the switch I can just cancel my old service and the land line so I will not go without a working internet connection.

The problem was there are only 2 wires (1 pair) coming into my house and a new set of wires needs to be run for a second line. First Bell tech did not want to run the new wire and just ask me to put my new modem on the old line. Later that day my wetloop was changed into a dryloop for my new internet connection so I lost my original ISP connection and land line.

Two more Bell Techs came and when before I got my wetloop back but no one wanted to run a new line for the second line. The fourth tech came and I was finally able to convince him to pull a new cable which is a 15 meter run along the outside wall of my house to the demarc box. But that was all he did , he did not connect the wires up and say the demarc box was too old for my new VDSL connection.

I had to wait for another Bell tech to change out the demarc box. The fifth tech came, did not change the box and just hooked me up. Tested the connection and everything worked. I was suppose to get 25M/10M and speed test shows I was getting 25M/3M, which is acceptable for me.

This took 3 week for something that could have been done in 1.5-2 hours at most. Sorry for the rant but I have been a Bell customer for 30 years and this was the first time I ever had to deal with their tech support and I am not impressed.

morisato

join:2008-03-16
Oshawa, ON
kudos:1
Why is the demarc So far down the House? I am curious aerial feed? needed a new drop?
--
Every time Someone leaves Sympatico an Angel gets its wings.


Shrugs

@videotron.ca
reply to Davebert
said by Davebert:

Sorry for the rant but I have been a Bell customer for 30 years and this was the first time I ever had to deal with their tech support and I am not impressed.

Don't be sorry.

Many of us here in these forums have experienced the same, and many of us (myself included) much worse.

I left them and will never go back. As have many.

30 years means nothing. Spread your wings and try someone else. You won't be sorry you made a change. They don't care about you. They care about your money. Nothing more.

Davebert

join:2012-09-07
reply to morisato
Click for full size
I live in an older area with houses that is 110+ year old and are attached. The 1 pair wires and demarc box that I am using is probably close if not more 50 years old. Here is a picture of the demarc box at least the tech ran a Cat5e cable.


i LOLd

@videotron.ca
said by Davebert:

Here is a picture of the demarc box at least the tech ran a Cat5e cable.

errr.... Yeah Bell screwed you more than one way. And more than you think. heh too funny.


JCohen
Premium
join:2010-10-19
Nepean, ON
kudos:12
Reviews:
·Start Communicat..
·TekSavvy Cable
·Rogers Hi-Speed
reply to Davebert
said by Davebert:

I live in an older area with houses that is 110+ year old and are attached. The 1 pair wires and demarc box that I am using is probably close if not more 50 years old. Here is a picture of the demarc box at least the tech ran a Cat5e cable.

That's not a demarcation point, that's a sidewall terminal that functions the same as an aerial terminal or a pedestal. From the sidewall terminal a wire is than ran to the house.

From the look of the building and location of the terminal my guess is that this is an apartment building, in which case an entrance is than ran to a demarc inside the unit.
--
Opinions expressed are my own, and may or may not reflect those of my employers or any other BCE company or division.


youneedhelp

@bell.ca
reply to Davebert
any reason this is not in the bell forum ?

Davebert

join:2012-09-07
The ISP I am getting my service from is not Bell. I believe Bell techs are the only people that are allow to work on their line. I could have ran my own cable and even make the connection myself in less than a hour and just have Bell do the activation and configure the speed profile remotely instead of waiting 3 weeks and taking time off work for this. Also, I don't think Bell really cares too much about providing decent service to independent ISP and their customers.

Davebert

join:2012-09-07
reply to JCohen
The Cath5e cable from that box goes directly in my house and into a telephone jack. My house is attached, and this is my neighbor's wall. There is a thick cable that comes out of this terminal box and is strung to a pole about 30 meters away where there is another box.


JCohen
Premium
join:2010-10-19
Nepean, ON
kudos:12
Reviews:
·Start Communicat..
·TekSavvy Cable
·Rogers Hi-Speed
said by Davebert:

The Cath5e cable from that box goes directly in my house and into a telephone jack. My house is attached, and this is my neighbor's wall. There is a thick cable that comes out of this terminal box and is strung to a pole about 30 meters away where there is another box.

What I said still applies, the above is not a demarcation point. It's a terminal that is apart of the Distribution network. The demarcation point would be inside your house.
--
Opinions expressed are my own, and may or may not reflect those of my employers or any other BCE company or division.


youneedhelp

@bell.ca
if its that old he might not have a dmarc. i had an apartment in little italy in ottawa, right from the pole to the side of the building, wire ran down the side of the building through a hole in the brick and into the phone jack. This was over 7 years ago and with some help with a friend from bell with a lantern 3 login he had my old 6300 synced at 8000/800. go figure.

the co is at the bottom of the hill on carling near dows lake i was close. i could have synched higher but they didnt have a profile that he could access to set it higher for a residential dsl line


BTC Kevin

join:2011-10-01
Nepean, ON
kudos:1
reply to Davebert
Bell's service requirement for TPIA's is to not to install inside wires, or new wire installs on property. They only use any existing wires, and will only test/repair the wires up to the property not inside.

The fact they fix'd it is a 1up. The only reason they did fix it. is they installed the TPIA as dryloop on the active pair. This means the inactive/non-existant pair is the BELL service which is not functioning. LOL. So covered under the Bell guide lines for repairs.

Over all a mess. But ya typically don't order a second line if you don't actually have a second one.

Cloneman

join:2002-08-29
Montreal
kudos:4
Reviews:
·TekSavvy DSL
·Bell Fibe
reply to Davebert
Yeah I had the same issue with Bell. They are confused as heck if you want to install a new dryloop on a home that has existing phone lines. They ended up installing a new demarc for me, because I had 2 existing phone lines and wanted to add a 3rd in the form of dry loop. I did have to call 3 times to get them to do this however. I live in an area with many old people, might have more trouble getting this done in a place that doesn't have many free ports at the DSLAM/remote.

On the one hand it's kind of wasteful to not use the existing wet loops, but you're allowed to buy multiple lines if that's what you need - if nothing else to avoid downtime and stupidities with older problem-prone existing line pairs