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Comments in response to »Review of Magma Communications by appalbarry by appalbarry See Profile
appalbarry

join:2005-09-29
Hamilton, ON
·Primus Telecommuni..

Followup

The replacement DSL modem arrived late today, and as expected all connection problems disappeared.

Of course I had suggested this as a possibility more than a week ago after Bell OKed the line. Yes, I am annoyed that no-one at Magma was prepared to send out a replacement unit until after another week of the runaround.

Cogeco cable will install cable modem service next week, after which the DSL modems will be returned to Magma.
permalink · 2006-03-10 22:07:12 · Reply to this
appalbarry

join:2005-09-29
Hamilton, ON
·Primus Telecommuni..

Further Followup

This morning came and went with no Cogeco rep arriving at my door. When I finally phoned them they could find a record of my phone call last week, but no record of an order to install the cable modem. They actually tried to argue with me!

Magma on the other hand called to tell me that after reviewing the sequence of events they were altering how they handle such problems. In particular the policy in the case of DSL outages is that if the customer requests a modem replacemntone will ship immediately.

In my case that would have restored service a week earlier.

A number of Magma people have gone to some lengths to explain to me that the two day waiting period on Bell support tickets was something that had to be negotiated - Bell wanted a longer period.

At the end of the day I'm sticking with Magma for the time being.
permalink · 2006-03-15 13:45:49 · Print · Reply to this
Forums » comments on review of Magma Communications

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