Start.ca: My Experiences

2018-09-14

• looking for faster dsl speeds and 50/10 vdsl is now available at my address
• called in and set for install in ~10 minutes
• asked for install during noon and evening periods
• tested the line and said 50 mbps down and only 9.5 mbps up available
• ended up having appointment between 8-12 in the morning
• asked for modem to be set in bridged mode upon shipping

2018-09-17

• modem arrives not bridged
• username on provided sticker for admin access to router is incorrect Admin vs admin (minor thing)

2018-09-21

• tech calls before 8am saying he is on his way
• arrives on time
• little over 1 km from dslam
• can maybe provide 15/0.9 interleave but still unstable.. definitely no 25 or 50 mbps
• should not have allowed the installation to happen in the first place
• leaves around 11:30 am unable to complete the installation for requested speed profile 50/10 vdsl

called initially around 11:30AM

• cancel service obviously
• will send info over email
• no prepaid shipping label received
• mentions that i am renting a modem now when modem was purchased..
• call back to get a prepaid shipping label
• they don’t do that.. speaks to manager .. ask specifically for canada post prepaid
• want to ship today immediately
• will be sent out shortly
• call back around 4:30PM .. supposedly it has been sent to some other department and they need to send it to me
• supposed to receive it before 5PM .. of course it doesn’t arrive
• comment how disappointed that i was not offered any type of callback in regards to this or solution to the problem
• ask about getting a second adsl 6meg line.. they don’t sell them?!
• called around 6:30 .. no managers.. no one can help me
• supposed to get a call 2018-09-22..
• received voicemail around 8pm and email sent

2018-09-24

• they received package with signature

2018-09-25

• received voicemail .. refund in 3-5 days

2018-10-03

• refund received

2018-10-05

• ordered 150/15 cable

2018-10-15

• installed around 9AM