mtncbl4
Premium
join:2002-03-11
Hamilton, ON
| Mountain Cablevision Response Hello and thank you for your review.
My name is Bruce Marshall and I am the Technical Director at Mountain Cablevision. I am responding to the comments in your review.
> I can download regularly at 550kb/sec, and Ive seen up
> to 650kb/sec. Almost double the top speed you can
> occasionally get from Rogers.
Mountain's High Speed Internet service is set to 5 Mb/s download. Significantly faster than DSL and $5 a month less expensive.
> Setup was the easiest thing ever. They gave me a modem,
> a cable splitter, and a cord. All I had to do was put
> the splitter on my TV cable line and plug the modem into
> it. No problems, I was on the net within 2 hours from
> the time I ordered.
Normally we send installation Technicians to perform this work at no-charge. We do this to ensure the co-axial wiring is up-to our standards and that a previous owner / tenant did not install sub-standard wiring or junk splitters. Please ensure the splitter connections are snugged tight with a wrench or pliers and the modem cable connection is not loose. A loose cable connector can cause intermittent problems and poor performance.
> Other than occasional maintence shutdowns from 4am - 6am
> the service never goes down.
All networks require occasional maintenance. The network is quietest between 4am and 6am so the Technicians work the 'wee hours' of the morning.
We are proud to say that Mountain's Hybrid Fibre-Coax network has demonstrated fantastic reliability. We are continuing to build out our fibre optic network over the next 18 months to increase the reliability and capacity of the network.
> I have never had to wait on hold when calling tech
> support. The tech support people are usually very
> friendly and always solve problems quickly (note: I have
> not once had to call tech support about the service
> being down)
We believe in answering our phones with 'real people' and not a machine. You'll never have to punch 86 telephone keys before speaking to somebody here.
> The only thing I can complain about is the front desk
> people usually aren't too friendly or happy to help you.
I'm sorry to hear you had a bad experience and you have my apologies. Please don't misunderstand the front counter staff as being unfriendly if they were trying to talk you out of doing your own Internet installation... that's not our intent.
Please call Mountain's Customer Service Manager - Sandra Price at 905.389.1347 to give us the details of this conversation. We will look into this in a timely fashion.
Thank you for the kind comments and I hope you are enjoying the service.
Bruce M. |
