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igortb
Member
2014-Sep-4 5:53 pm
VMedia DSL issues @GeorgeBurgerInternet down since 7:30 PM last night, can't reach tech support. Was on queue for almost 2 hours yesterday only to have my call get dropped. Currently still on queue on the telephone. Haven't been happy with the service I've gotten so far from VMEDIA. High latency in games and unresolved streaming issues. This amount of downtime is truly unnacceptable. |
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Hi Igor I am really sorry to hear that can you give me your ID and I will have someone call you asap? |
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igortb
Member
2014-Sep-4 6:44 pm
I just got off the phone with a support agent. He put in a ticket for a technician to come on Saturday morning. |
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igortb |
igortb
Member
2014-Sep-5 6:35 pm
Got call from VMedia telling me no techs are available til Monday so I decided to cancel my service due to reasons posted above. |
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PHLN
Member
2014-Sep-6 1:27 am
said by igortb:Got call from VMedia telling me no techs are available til Monday so I decided to cancel my service due to reasons posted above. You lost internet for 4 days and you left? A bit of a rush decision no? You have to wait now for new ISP to set up a installation date which would definitely take longer than the Monday technician visit. |
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Nitra join:2011-09-15 Montreal |
Nitra
Member
2014-Sep-6 1:52 am
I think most of the OPs issue was the long hold times. This is for sure an issue with all of the IISPs. In customer service or in the role of service provider, communications is key. |
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TypeS join:2012-12-17 London, ON |
TypeS
Member
2014-Sep-6 2:58 am
said by Nitra:This is for sure an issue with all of the IISPs. Most, but not all. |
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to Nitra
said by Nitra:I think most of the OPs issue was the long hold times. This is for sure an issue with all of the IISPs. In customer service or in the role of service provider, communications is key. Fair enough. Vmedia does have pretty horrific hold time. Even when I time it and call in exactly at their opening hour, I still have to wait 1 hour or more to get someone on. |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
Sounds like Distribute part duex |
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Ouch Elwood, dat hoits! |
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GeorgeBurger |
to PHLN
PHLN, no question our call centre is stressed, mostly because we currently have space constraints which we are working at feverishly to remedy.Opening hour is definitely a good time, surprised at your hold, unless it is right after the first of the month when we get all sorts of billing inquiries or calls about late payments.This is unfortunately going to be a bit of catch up for awhile, because we continue to grow at a decent clip, and I wish we could hire ahead of growth as much as we would like to. Once we get additional space set up we will be able to do better forward planning. |
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PHLN
Member
2014-Sep-6 6:35 pm
said by GeorgeBurger:PHLN, no question our call centre is stressed, mostly because we currently have space constraints which we are working at feverishly to remedy.Opening hour is definitely a good time, surprised at your hold, unless it is right after the first of the month when we get all sorts of billing inquiries or calls about late payments.This is unfortunately going to be a bit of catch up for awhile, because we continue to grow at a decent clip, and I wish we could hire ahead of growth as much as we would like to. Once we get additional space set up we will be able to do better forward planning. That make sense regarding the first of the month delay. Coincidentally, I called on the 2nd of September. |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
to GeorgeBurger
To he honest George I haven't called in over a year, and if what people say about wait times, its a fair comparison. |
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to PHLN
said by PHLN:said by igortb:Got call from VMedia telling me no techs are available til Monday so I decided to cancel my service due to reasons posted above. You lost internet for 4 days and you left? A bit of a rush decision no? You have to wait now for new ISP to set up a installation date which would definitely take longer than the Monday technician visit. If you read his full post, you would see he had other issues and wasn't happy with his service in general - even when it was "working". I wouldn't call that a bit of a rushed decision. |
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to PHLN
No, if you read his post you would have seen "Haven't been happy with the service I've gotten so far from VMEDIA. High latency in games and unresolved streaming issues." so clearly he has been having more issues than just that... ontop of that one of my other friends has also been having similar issues so I don't this it's the OP's fault. |
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HenryA
Member
2014-Sep-12 9:03 am
It reads like it's Bells fault to me.
Here's a good example. My neighbourhood(s) roads have been scheduled for resurfacing for the past year. The city sent out notification to Bell AND Rogers that there was a possibilty that line would be damaged if they weren't buried deep enough across the boulevards. We're talking 365+ days of notification. So. Of course neither complany did shit to correct the situation. So, now of course, every single house for 30 to 40 houses has lost both POTS and Cable and Bell and Rogers are in the neighbourhood, stringing lines from pedestals to houses. No word on when they're ever coming back to repair and bury. And some houses have been without service for 2 weeks.
Lets be truthful here, m'kay. Rogers and Bell suck shit. They are first level players, who play by their own rules. Second tier providers like Acanac, Distrubtel, Ciktel etc rely on primary providers providing reliable service. Blaming Vmeda for problems originating with companies like Bell and Rogers is nonsense.
Rogers and Bell have a track record of creating problems for second tier providers. |
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daeron
Member
2014-Sep-12 3:51 pm
So then HenryA can I just call up Bell and Rogers to have it fixed? The answer is no. Who am I paying money to for service? IISP's. Who is responsible to get it fixed in the current model? IISP's who have to work with incumbents.
It's nice to stay that it's Roger's or Bell's fault, but I'm paying IISP for service. Their problem, not mine. It's not my fault the way the CRTC setup the system sucks. |
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DavesnothereChange is NOT Necessarily Progress Premium Member join:2009-06-15 Canada 1 edit
1 recommendation |
said by daeron:....It's not my fault [that] the way the CRTC setup the system sucks. True, but you/I/we have to wear/endure the consequences of that arrangement, and most of us who post here are aware of this before ordering service thru an IISP. That said, it's still a PITA when a problem does happen. |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
to daeron
said by daeron:So then HenryA can I just call up Bell and Rogers to have it fixed? The answer is no. Who am I paying money to for service? IISP's. Who is responsible to get it fixed in the current model? IISP's who have to work with incumbents. Right and as it's been documented here MANY MANY TIMES the incumbents don't give two hoots about TPIA, and drag their feet. However if you are thier customer, they'll fix it straight away. It's nice to stay that it's Roger's or Bell's fault, but I'm paying IISP for service. Their problem, not mine. It's not my fault the way the CRTC setup the system sucks. Nobody and I mean nobody can afford the billions it would cost to build new infrastructure across Canada, you would never recoup your costs before the next upgrade was due. It sucks, but would you rather have a 200mb cap and pay Robellus 100 bucks a month or like me pay Vmedia 50 bucks, with unlimited data? |
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to Davesnothere
said by Davesnothere:said by daeron:....It's not my fault [that] the way the CRTC setup the system sucks. True, but you/I/we have to wear/endure the consequences of that arrangement, and most of us who post here are aware of this before ordering service thru an IISP. That said, it's still a PITA when a problem does happen. Agreed, I try and do my part by keeping informed and most of all getting service through an IISP (Start...who also happens to be heavily involved with CNOC). I could get cheaper service through Bell in my area but I choose not to do business with them. |
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daeron |
to elwoodblues
said by elwoodblues:said by daeron:So then HenryA can I just call up Bell and Rogers to have it fixed? The answer is no. Who am I paying money to for service? IISP's. Who is responsible to get it fixed in the current model? IISP's who have to work with incumbents. Right and as it's been documented here MANY MANY TIMES the incumbents don't give two hoots about TPIA, and drag their feet. However if you are thier customer, they'll fix it straight away. It's nice to stay that it's Roger's or Bell's fault, but I'm paying IISP for service. Their problem, not mine. It's not my fault the way the CRTC setup the system sucks. Nobody and I mean nobody can afford the billions it would cost to build new infrastructure across Canada, you would never recoup your costs before the next upgrade was due. It sucks, but would you rather have a 200mb cap and pay Robellus 100 bucks a month or like me pay Vmedia 50 bucks, with unlimited data? I'm not suggesting that there be another buildout, that would make zero sense. My post was to highlight that users are paying an IISP...and when they phone in with an issue they don't want to hear the blame be shifted. They are paying an IISP for service and they expect the IISP to own the issue and figure out how to resolve it. Yes I do understand sometimes the root cause is due to an incumbent error but regardless it's up to the IISP to resolve it, not point fingers. |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
Who else can you blame? They have no control of the last mile, and until it hits the POI or the CO, it belongs to the incumbent. You haven't been around long enough to see the crap Teksavvy went through and they're probably the largest TPIA provider out there. |
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daeron
Member
2014-Sep-15 9:36 am
said by elwoodblues:Who else can you blame? They have no control of the last mile, and until it hits the POI or the CO, it belongs to the incumbent. You haven't been around long enough to see the crap Teksavvy went through and they're probably the largest TPIA provider out there. Actually I have, I did lurk for a number of years before registering |
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daeron |
to elwoodblues
said by elwoodblues:Who else can you blame? They have no control of the last mile, and until it hits the POI or the CO, it belongs to the incumbent. You haven't been around long enough to see the crap Teksavvy went through and they're probably the largest TPIA provider out there. When there is something wrong with my service I want resolution and that comes from the people I pay, which just happens to be an IISP (who I support). That's the bottom line for myself. |
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nekkidtruthYISMM Premium Member join:2002-05-20 London, ON Netgear R7000 Asus RT-N66 Hitron CODA-4582
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Then move to a first party who owns the entire thing from start to finish.
It's silly to blame and or expect someone to fix something they have zero control over. They are literally at the mercy of the incumbent. Doesn't matter how much you throw at a TPIA, this is the way it is.
I'm not saying it doesn't suck however, nothing you say or pay will change that. |
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daeron
Member
2014-Sep-15 10:03 am
said by nekkidtruth:Then move to a first party who owns the entire thing from start to finish.
It's silly to blame and or expect someone to fix something they have zero control over. They are literally at the mercy of the incumbent. Doesn't matter how much you throw at a TPIA, this is the way it is.
I'm not saying it doesn't suck however, nothing you say or pay will change that. I couldn't disagree more with you. The more customers push and highlight the issues that are out there today with their service (IISP or not) the better chance things will get fixed. It is my understanding there is a meeting with the CRTC this fall to discuss these numerous issues. |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
Unless the CRTC regulated SLA's to TPIA providers, not much is going to change. |
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nekkidtruthYISMM Premium Member join:2002-05-20 London, ON Netgear R7000 Asus RT-N66 Hitron CODA-4582
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to daeron
Where have you been the last decade? Third party ISP's have existed since the late 90's. Nothing has changed with regards to the last mile. Doesn't matter who complains or how loud. The CRTC isn't entirely in the dark here. They know exactly what's going on and the incumbents know exactly how far that rubber band stretches.
It will change when the CRTC regulates the incumbents to treat all customers equal (whether directly or indirectly) or the IISP's built out their last mile. |
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daeron
Member
2014-Sep-15 10:21 am
And over that last decade IISP's have been growing in size, massively since Tek took off when cable was opened up. Both of you are saying the same thing I am, the CRTC needs to change the way the game is played. IMO that change will open happen when there is enough pressure. That pressure has to come from somewhere.
Regardless my point still stands, I'm paying an IISP and I expect them to resolve issues. How they resolve it is up to them. They have chosen to team up and create CNOC and fight those issues. |
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nekkidtruthYISMM Premium Member join:2002-05-20 London, ON Netgear R7000 Asus RT-N66 Hitron CODA-4582
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You have every right to complain about it. It's just silly to do so knowing full well they have no control over the last mile. That doesn't make you some crusader. You aren't the first to complain and you won't be the last.
It will change one way or another some day. It just isn't today and it's not going to happen any time soon. Right now, it's a "use at your own risk" kind of thing and you are choosing to pay for a service you know full well your provider does not have full control over. It's sort of like yelling at your grocery store cashier because the cow that was slaughtered to make your ground beef had mad cow disease.
I agree IISP's/TPIA's aren't automatically absolved of all responsibility, but blaming for anything that has to do with the last mile is just silly. |
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