500 Fibre Optic Internet. Absolutely Great.
I signed up for the 500 fibre optic internet service. It's been smooth sailing from the get go. The sign up process and installation went off without a hitch. Such a well organized company. And the internet service has been superb. Super reliable and stable and at a fantastic price to boot. Called customer support once and I was connected promptly and had my question answered. I have no regrets. I haven't needed to call tech support as yet. Very happy, indeed.
Technical support problems
If you have technical problems with the physical fiber optic line that delivers your internet service they have no quick and easy way to send a technician to service your address. Your ticket gets referred to Bell who will tell you that you don't have a bell account number. When you try to give them your Distributel account and service ticket info they will have no way of pulling up that information either. Distributel refers you to Bell for physical technical service tickets and bell doesn't even recognise that you're a customer with Distributel, their subsidiary (Bell owns Distributel). I don't recommend going with either Bell or Distributel for fiber service as both are not properly run businesses that have an intelligent system in place to deal with customer service calls.
Account system error
Account system error, poor customer service. Changed my payment info on Distributel website on Nov.22. Received an email on Dec.2 saying my payment didn't go through, stated will charge $20 NSF charge on my account. I called, and found out this Distributel charged my previous payment setting. But I already updated the new payment info on Nov.22 and got the confirmation from the Distributel system. It wasted me over 23+ minutes to call them, re-update the debit info again. It was a disappointment, and a unpleasant surprise to receive a notification saying that my payment was NSF, and extra charge would be applied. I did all I can 10 days ahead of the payment date. And the customer service department told me my NSF charge is now dropped, this is THE compensation. I was quite annoyed when the customer rep told me that. Is like I got shout for some crime I didn't commit, when I spent extra time to tell that to rectify their mistake, he said it wasn't Distributel's mistake. He said when the invoice created 10 days ago, my old debit info already in that invoice, so Distributel just following that info to debit me. So, that was not their mistake. Wow, then in this case, your system failed. If customer updated online cannot really reflect the change, don't let customer update information online. Take down that feature. Force that to call Distributel to update information and apply that information right away for any further billing purposes. The fiber internet service quality is ok with Bell fiber as back bone. However, customer service or the accounting info update is not up to expectation. If you didn't frequently check your email after you update your credit card info, you may get NSF charge from no where. And they don't admit is their fault, may be this is my fault to choose this company?
Distributel.CA poor support staffs
Distributel.CA poorly train their support staff to properly identify the caller about the down internet Fiber service. They asked you 5 Questions, even asked for some non-sense question like: 4-digit PIN code for you profile. (what the hell it is). If you don't know (I am not even aware of it), they won't support you. Remember the Internet Fiber down, no internet at all. We need it fixed asap, but they ask for non-sense question and show no intention to fix for you. 4-digit PIN code is common for Cell phone which we used daily basis. But who damn use PIN code with your home Internet Fiber connection?
I have been with Distributel since the…
I have been with Distributel since the company began, with business and for many years as a residential customer. Their service, when operating from Ottawa or Montreal, was excellent. Then, horror of horrors, Bell bought Distributel, and some overpaid exec decided it would be great to have the company operate from Cairo, Egypt, and there has been nothing but trouble since. After many glitches, I filled a complaint. A few days later, the digital directory on my phone was erased. This was the first time this happened in nearly 40-years of using Bell business telephones, and I believe, it is highly unlikely that it was a coincidence. Now, no matter how hard I try, I cannot even get to speak with a tech in Canada. If you need reliability in a VOIP, go with any company but Distributel!
Absolute garbage
Absolute garbage. Absolutely overpriced, paying for 90$ for 75mb/s, it’s currently almost 4am and I cant even play 1 cod game w/o lag. Been having issues w speed forever, was told I could upgrade plan or rent an addition wifi extension thing from them. So basically just pay them more. Last month w this trash company
Disappointed With Their Service
I am with Distributel for almost 4 years. The service was OK and lately I noticed a huge slowdown in my speed. I opened a ticket, provided them with the details and results of the tests. 5 days have passed and after a few follow-ups, I still have not received any reply or actions to fix the ticket. My issue fell into DEAF ears. Today, I am looking at other internet providers and will be switching in a few moments.
Agents lie to get you signed up.
I was promised NO price increases for 3 years when I signed up. (Agreement says 2 years, but the agent promised me 3 years when I signed up last year. Either way, it's only been 1 year). Now my price increased. I called two departments and neither could do anything apparently. So this was a false promise.
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