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PRIUS

join:2009-09-17
Toronto, ON

1 edit
reply to Distributel_

Which is better right now? Distributel or TekSavvy?

said by Distributel_:

As Elwoodblues mentions, Distributel has been through hell and high water in the last 4 years, but we've never given up!

We take all of our negative reviews seriously and learn from them. We are constantly upgrading our networks to ensure stability and we have also been proactive to not put our customers though the congestion headaches which affected a HUGE number of clients in late 2010 - early 2011 in K/W, London, and other cities.

We've also hired a bunch of technical support agents who've started their training today to give those wait times a huge heave-ho! Administrative agents have also entered the final stage of their training today and will be on the phones by themselves in a week, if not sooner; I'm impressed by this bunch!

I am also proud to say we will now have a permanent residence on DSLR and other forums in order to help those in need of support and answers.

- Dano

I called Distributel this afternoon to inquire about their service; I am looking for an alternative to Rogers when my contract expires July 27/12.

The call did not get off to a good start. I was sorely disappointed that the Customer Service Representative, Matt, first refused to handle my call, details of which I will explain.

I am a hearing impaired person who uses Bell Relay service (VCO - Voice Carry Over). VCO allows me to speak directly to the caller and I read verbatim what the Relay Operator types. Matt indicated that he could not handle the call unless he spoke directly to me and would have to get authorization from his manager to handle the call. The Bell Relay Operator explained to Matt how the Relay service works. Still he would not handle the call without authorization from his manager.

After being put on hold twice, Matt returns indicating he has authorization from his manager to handle the call. Is this the norm for Distributel to refuse handling calls for hearing impaired customers, and is this reflective of the service I would receive as a customer of Distributel?

Moving forward, I would like to know if the RCA Thomson DCM475 modem that Distributel sells for $99.95 is wireless (modem with router all in one), such as the purchased SMC G gateway wireless home networking Modem I bought from Rogers?

*Does Distributel sell cable wireless modems?

*Will the SMC G gateway wireless modem I bought from Rogers work on Distributel's system?

*What invoice method does Distributel support. I currently pay my bills through telephone banking and in branch banking. Does Distributel support both of these methods?

I don't want to be committed to any future contracts with Rogers, don't want to pay the exorbitant prices Rogers charges and be limited to 60GB of bandwidth monthly.

I'm seriously considering Distributel comes this July, however, I trust that Distributel's customer service is more open to the hearing impaired community and adapted to handling Relay calls without first having to ask permission from a manager to first handle the call. In the years I have been using Bell Relay, this is the first I have encountered a situation of this kind where CSR's have to first ask permission of their manager to handle a Bell Relay call.

jeneral

join:2010-11-19
Mississauga, ON
said by PRIUS:

Moving forward, I would like to know if the RCA Thomson DCM475 modem that Distributel sells for $99.95 is wireless (modem with router all in one), such as the purchased SMC G gateway wireless home networking Modem I bought from Rogers?

*Does Distributel sell cable wireless modems?

*Will the SMC G gateway wireless modem I bought from Rogers work on Distributel's system?

Sorry to read about your difficulties with the CSR.

Re: your modem questions.

The DCM475 is just a modem. It does not have a built-in router.

If you own your current router and it is currently operating on Rogers, you should be able to use it with Distributel. I brought my Motorola SB5100 modem over when I switched.

One word of warning, don't schedule the changeover for a weekend. Mine was scheduled for a Saturday. On Saturday morning my Rogers service stops working and despite many calls to their tech support, they couldn't do anything for me until Monday. If I were you, I would schedule the switch for a Monday or Tuesday. Problems are resolved much quicker during regular business hours.

PRIUS

join:2009-09-17
Toronto, ON
Click for full size
said by jeneral:

said by PRIUS:

Moving forward, I would like to know if the RCA Thomson DCM475 modem that Distributel sells for $99.95 is wireless (modem with router all in one), such as the purchased SMC G gateway wireless home networking Modem I bought from Rogers?

*Does Distributel sell cable wireless modems?

*Will the SMC G gateway wireless modem I bought from Rogers work on Distributel's system?

Sorry to read about your difficulties with the CSR.

Re: your modem questions.

The DCM475 is just a modem. It does not have a built-in router.

If you own your current router and it is currently operating on Rogers, you should be able to use it with Distributel. I brought my Motorola SB5100 modem over when I switched.

One word of warning, don't schedule the changeover for a weekend. Mine was scheduled for a Saturday. On Saturday morning my Rogers service stops working and despite many calls to their tech support, they couldn't do anything for me until Monday. If I were you, I would schedule the switch for a Monday or Tuesday. Problems are resolved much quicker during regular business hours.

This is the Wireless modem I bought from Rogers. I'm hoping when I make the switch over to Distributel from Rogers, I can still use the same wireless modem without having to purchase new equipment. My contract expires in July with Rogers for the Internet. For now, I'm looking for an alternative.

What do I need to do in order to have my internet brought over to Distributel from Rogers?


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
reply to PRIUS
The SMC Modem is a Docsis 2 modem, and while you can achieve the 28mb speed (I do on my Docsis 2 Sb5100 modem) Rogers may not provision it.


Distributel_

join:2012-03-21
Ottawa, ON
We are currently working with the carriers to allow customer-owned equipment onto their TPIA networks and we have a few people testing for support at the moment. Once we have the ability, we will also have a list of approved/supported modems.

We also do not have wireless modems at this time, we do, however supply a Linksys WRP400 VoIP gateway which doubles as a wireless router (Wireless G, sorry) when you order a VoIP package.

@PRIUS, I am also composing your reply; I will come right out and say we do support VCO calls. I will also be working with our coaches to prepare training docs for the future.

And for those inquiring about the DCM475 Modems; Those being serviced by the Montreal office will continue to receive these modems; The Ottawa office currently only has SB6120 DOCSIS3 modems until the stock is exhausted - the DCM475s in stock are provisioned with Rogers firmware - I unfortunately do not have an ETA. I have also asked Marketing to fix the website. Thank you to everyone who has brought this oversight to my attention.

- Dano
--
Daniel Brisson
Distributel Communications Limited.
***********************
Customer Relations Administrator
feedback@distributel.ca

PRIUS

join:2009-09-17
Toronto, ON
said by Distributel_:

We are currently working with the carriers to allow customer-owned equipment onto their TPIA networks and we have a few people testing for support at the moment. Once we have the ability, we will also have a list of approved/supported modems.

We also do not have wireless modems at this time, we do, however supply a Linksys WRP400 VoIP gateway which doubles as a wireless router (Wireless G, sorry) when you order a VoIP package.

@PRIUS, I am also composing your reply; I will come right out and say we do support VCO calls. I will also be working with our coaches to prepare training docs for the future.

And for those inquiring about the DCM475 Modems; Those being serviced by the Montreal office will continue to receive these modems; The Ottawa office currently only has SB6120 DOCSIS3 modems until the stock is exhausted - the DCM475s in stock are provisioned with Rogers firmware - I unfortunately do not have an ETA. I have also asked Marketing to fix the website. Thank you to everyone who has brought this oversight to my attention.

- Dano

Thanks Dano.

PRIUS

join:2009-09-17
Toronto, ON
reply to elwoodblues
said by elwoodblues:

The SMC Modem is a Docsis 2 modem, and while you can achieve the 28mb speed (I do on my Docsis 2 Sb5100 modem) Rogers may not provision it.

I am hoping that by the time July rolls arounds, I'll be able to continue using my wireless G Home Networking modem on Distributel's system when I make the switch over.


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Somebody else will have to weigh in on this, but perhaps you can just use it as a wireless router, the passwords are all over DLSR.


TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5
reply to PRIUS
Yeah thats a Docsis 2.0 unit. I've seen them. Not overly impressed with them though the range is 'fair' for the 802.11 aspect.

Though if you really want to get max speeds I'd move to a Docsis 3.0 unit and a sepparate gigabit dual band wifi N router with as much ram/cpu/flash as you can afford, so you'll have more options if you choose to use third party firmware on it. Of course if you're not a Geek™ then it really doesn't matter to you.

That SMC unit could be deprovisioned and 'resold' to someone less fortunate than yourself either to friends or family or acquaintances, and the return cash sunk into some sweeter bleeding edge equipment for Mission Control.

Cheers

--
You see there is only one constant. One universal. It is the only real truth. Causality. Action, reaction. Cause and effect.

Motorola SB6120-1.0.6.1, Netgear RangeMax WNDR3700v1, Dupont POI, eXtreme Cable Pr0 28/1:4/4 Unlimited.


lawrence171
Evilly Yours - Evilness

join:2001-12-24
Canada
reply to PRIUS
I suppose the question is whether or not the employee felt empowered to make that decision.
--
What I used to be I no longer am... God, why can't you freeze time for my sake?


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
reply to Distributel_
said by Distributel_:

the DCM475s in stock are provisioned with Rogers firmware

Dano, can you elaborate on this please. Do you mean they have the factory firmware version that Rogers requests (STAC.02.16), or do you mean that you are working with Rogers to change the firmware in the modems?
--
electronicsguru.ca/for_sale/Cablemodems