Velcom service: Pay for 7 Mbps but you should be happy with 1 kbps

... or no connectivity and no phone service for a week or more

On August 14, 2013, I signed up for Velcom's 7 Mbps ADSL service, purchasing one of their Technicolor ADSL+ WiFi-modems as part of the package. Installation took place on August 20, with a visit first by a Bell technician, and that evening, another from Velcom. The Velcom technician tested the line using montreal.speedtest.net and showed me a download speed of 7 Mbps.

The only problem was that when I plugged in the modem that Velcom had shipped me, I wasn't able to get a stable connection -- packet loss ping tests was so high that it was impossible even to open a web page. As per the Velcom technician, "Sorry, I can't help you with your equipment."

Several days, several lengthy telephone calls, submission of a trouble "ticket", and two visits by Bell technicians later, we still had no working Internet, even when connecting the modem directly to the NID. However, the Bell technician, using his own higher-end modem, had no problem connecting inside the house.

And then the real fun began:

Dear Velcom,

Since I signed up with your service, I've been forced to do almost all of my Internet work from the public library.

In the last week, we've had three Bell technicians and one Velcom technician over to the house. Their modems (most recently, a 2Wire modem used by the Bell technician), when plugged into either the NID directly, or to our house jack, all work correctly. However, both the Technicolor modem we received from Velcom and an older DSL modem I have available typically fail to obtain a stable Internet connection. This morning, it took me five power cycling attempts to connect with a direct wire to the NID, but that would only work from the NID, not inside the house. After the last Bell technician's visit mid-day (involving replacement of the line card), we can no longer connect even from the NID.

At present, when we do obtain any form of Internet connection (which can take upwards of 5 minutes after powering up the modem), a ping test shows at least half of the packets disappearing, and of course, it's impossible to open a web page or access email. The Bell diagnostics indicated that everything is fine with the line, but the symptoms suggest that the signal reaching our NID is either too weak or noisy for the modem you sold us (and perhaps, other low-end consumer modems) or that the modems themselves are defective.

Since we use VoIP as our primary telephone, this means that we've also been without telephone service for the past week. To put it mildly, this is frustrating, especially as I'll be out of town for the next week and my wife is now stranded without telephone access at home. Could you please resolve this problem urgently?

Thanks,
- Jeremy

Hello Jeremy,

As per resolution that we got from Bell the problem should be resolved now. If you believe that the problem is with the modem you got then please contact sales department in order to replace it.

Kind Regards,
Andrew Ronson

Dear Andrew,

I'm curious as to what part of my note from this morning was not understood -- I thought I had made it perfectly clear that the problem is *not* resolved.

Unfortunately, by redirecting me back to "sales" regarding the modem problem, I'm needing to spend expensive airtime minutes on a limited mobile plan to sit on hold for 15 minutes.

- Jeremy

Hello Jeremy,

Do you have the dsl light on the modem when you plug it to the phone jack?

Kind Regards,
Andrew Ronson

Hi Andrew,

Yes, the DSL light turns on and as you'd see from my initial note, I can even (sometimes) get a few ping packet responses but not enough to permit a TCP exchange as needed to connect to any web page.

I've now been on hold for 40 minutes to speak to Velcomdsl sales. When the call began, the "estimated wait time" was 12 minutes but it just keeps growing rather than shrinking -- it's already up to 24 minutes and I'm afraid I'll need to disconnect by then as I'm due to head to the airport, leaving my wife with no phone for the week I'm away.

Is there a possibility you could have someone contact me right away at (438) xxx-xxxx to resolve the issue?

Thanks,

- Jeremy

Dear Velcom,

My wife received the replacement modem that you sent to us, configured it this morning, but I'm afraid we still don't have a working DSL Internet service. This is with a direct connection to the first drop in the house that Bell rewired with new cabling -- the previous modem did not work either on that drop or when connected directly to the NID. Since our home phone is VoIP, we need this resolved ASAP.

Thanks,
- Jeremy

Hello Jeremy,

A ticket has been opened for you. You will be notified as soon as we receive an update from Bell.

Kind Regards,
Kevin Crowley

Dear Dave and Velcom Support,

I received two voice mails on my work number yesterday regarding the ongoing problems with our DSL connection. Since our Internet service remains inoperable, we do not have working telephony at home (based on VoIP) and this makes it very difficult to reach us.

My wife is expected to be home for most of today, and I will be returning as of approximately 18h00 and remaining through the evening. I would very much appreciate it if you could arrange for the necessary technicians (whether Bell and/or Velcom) to ensure that by this evening, we are left with a functioning Internet connection (i.e., one that does not report timeouts on a substantial number of ICMP echo request packets!) not only with their personal equipment but also with the equipment that Velcom has provided us.

I will be reachable via VoIP between approximately 8:00 and 8:30 this morning at (438) xxx-xxxx and will attempt to contact you again then.

- Jeremy

Dear Dave and Velcom Support,

I tried to reach your technical support group through telephone now, but after waiting on hold for one hour (when your voice prompt told me that the expected wait time was 6 minutes), my airport WiFi connection expired and the call dropped. This has become far too frustrating.

To reiterate, I will be home this evening beginning 18h00. I may be reachable on my VoIP number at that time, but I incur high data use charges to do so until you provide us with working home Internet. Could you please ensure that the necessary technicians are at our house this evening to deal with these problems conclusively?

Thanks,
- Jeremy

Hello Jeremy,

We received an update from Bell. They failed to reach you on the phone and as per them their test centre needs you on the phone to fix the issue. Yesterday we left a voice mail for you regarding this.

Kind Regards,
Matthew Lawrence

Hello Jeremy,

Looks like we'll have to open another ticket as this one was closed yesterday and today it was too late already.

Kind Regards,
Matthew Lawrence

Dear Matthew,

This is becoming impossible. As I explained, we lost our telephone service because of the problems we're experiencing with your service. I indicated when we would be home and asked that you send technicians to fix the problem, which has persisted since the initial installation.

Every time I call your number to speak with someone, I am kept on hold for anywhere between 30 and 70 minutes and several times, the wait results in the call being dropped.

I've reached my limit of patience. If you are unable to have technicians at our house by tomorrow morning to deal with this properly, once and for all, I see no choice but to purchase a wireless data plan from Rogers, and hold Velcomdsl responsible for the charges.

- Jeremy

Hello Jeremy,

Since we are a wholesaling company the line doesn't belong to us and thus, we need to contact Bell to have them investigate. That's why we cannot send technicians ourselves and it's up to bell how to fix the problem if it's their end. We sent them a trouble ticket and they found issues but to resolve them they needed you on the phone prior to send a tech. As of now the ticket is closed and another ticket is needed in order to fix the problem if it still persists.

Is your contact number 514-xxx-xxxx that you provided to us your voip number?

Kind Regards,
Matthew Lawrence

Dear Matthew,

That is my work number. I am presently at home and hopefully reachable via a 3G VoIP service at 438-xxx-xxxx.

If you can give me a direct number to reach you or the Bell technicians (without needing to wait on hold for 30 minutes or more) along with the case number for the Bell technicians, who ostensibly need to reach me, I will call directly. But I can't go on like this with Bell sending technicians who tell me "it's working fine" when I'm left unable to connect with the equipment you've provided.

It seems that I'll only be able to purchase a wireless solution from Rogers tomorrow. Please arrange for the necessary technicians to be here today to deal with this or I'll have to buy a system from Rogers and send you the bill, as the current situation (and lack of service) has become intolerable.

- Jeremy

Hello Jeremy,

The ticket is closed now. To get Bell investigate it we need to open another one. If you agree on another ticket, please provide us with your best contact number again and best access hours.

Kind Regards,
Matthew Lawrence

Dear Matthew,

You have ignored my previous message. I have provided my contact information on multiple occasions and made clear repeatedly since the initial installation that I do not have a working Internet connection.

If you cannot remedy this today, I will have no choice but to hold Velcomdsl responsible for the charges I incur with a wireless Rogers product.

- Jeremy

Hello Jeremy,

Even if the ticket is opened today the dispatch will not be any sooner than tomorrow.

Kind Regards,
Matthew Lawrence

Dear Matthew,

This ticket should never have been closed in the first place. I explained the situation to your representatives (Andrew and David) one week ago and explained why the solution will not be in a replacement modem. Nevertheless, Velcomdsl refused to address the problem properly.

Unless you can give me a written guarantee today that you will have my Internet service operational by tomorrow evening (I will be home by 5:00 pm) I have no choice but to purchase an alternative service (Rogers wireless) so that i can work at home.

- Jeremy

Hello Jeremy,

I just talked to tech support, they say they need to call you today since they were told by Bell that they'll need to transfer you to Bell test center for a live troubleshoot.

Is it okay if they call you after 6pm today?

Thanks,
Dave

Dear Dave.

Certainly, I can be reached after 6 pm at (438) xxx-xxxx but as I indicated to Matthew, I'll be purchasing a Rogers wireless solution today and holding Velcom responsible for the charges unless you can guarantee me that between Velcom and Bell, I will have working Internet via my DSL connection this evening.

- Jeremy

Hello Jeremy,

The ticket that we opened with Bell was closed by Bell. They keep it open for about 12 hours after they have issued their resolution. On Sunday it was already late for the ticket so that's why we need to send another trouble ticket to them and since Sunday we've been trying to get a consent from you to send another ticket. No one can guarantee because it depends on bell and it's them who decide whether to dispatch a technician or not depending on the results of their own tests.

Kind Regards
Matthew Lawrence

Dear Matthew,

I'm afraid you've misstated the record. On Sunday, September 1, you indicated that you were opening another ticket. On Monday morning, September 2, you asked me to verify my contact number, which I did less than 90 minutes later. Then at 2:43 pm, without explanation, you wrote to tell me that the "the ticket is closed now" and asked me for my contact number yet again.

This morning, Tuesday, September 3, Dave wrote to indicate that your tech support needs to call me after 6 pm today to transfer me to Bell. I confirmed my number once again and patiently awaited the call from your tech support. It's now well past 9 pm and there has been no call.

As I have urged repeatedly over the past week, you will need to arrange for technicians, most likely from both Bell and Velcom at the same time, to correct the problem together. It does us no good for a sole Bell technician to verify that the Internet connectivity works on his equipment if it does not do so on the Velcom equipment.

It has been three weeks since you supposedly set up my DSL service and pre-billed me for this service. You also billed me for the initial Bell technician's visit despite the fact that the technician was unable to correct the problem with the lack of service using your equipment. I expect you to refund all such charges or I will have to report them as disputed transactions with the credit card company.

I have now purchased a Rogers wireless plan so that I can carry out my work, which has been significantly interrupted by your ongoing service failures. As I indicated earlier, I am holding Velcom responsible for all associated charges until you are able to provide me with service.

Regards,
- Jeremy

Hello Jeremy,

On Sun 1, I wrote " Looks like we'll have to open another ticket" meaning another ticket needs to be sent to Bell upon your confirmation. By that time the first ticket had been already closed by Bell since neither them nor we managed to contact you, only VM. Then I asked you to confirm your contact number in order to avoid this situation in the future when no one can reach you on the phone. Up until now we haven't received your consent on another ticket that's why it's not opened yet. Yesterday and the day before yesterday I tried to make it clear that opening a ticket doesn't mean dispatch as it's Bell who decides whether to dispatch a tech depending on a trouble they find.

Kind Regards,
Matthew Lawrence

Dear Matthew,

I'm afraid that you did not explain that you needed my confirmation of consent to open another ticket. I reproduce below, for your benefit, the texts of the two emails I received from you on Sunday, September 1.

In any case, I would think it obvious that after repeatedly complaining to you that I don't have Internet service, and requesting that you arrange for the necessary technicians to correct this ongoing problem, that I was asking you to take whatever steps were necessary to do so, including opening 3000 tickets, if that's what it takes.

It is beyond me why you would continue playing these games, even now. However, if you remain unwilling to take corrective action now, I will sign up with a different company to provide my home Internet service -- the Rogers wireless solution is meant only as a stop-gap solution pending DSL service. Please let me know if this is what you'd like me to do.

Regards,
- Jeremy

Dear Matthew,

After another hour of testing between the NID and inside the house, and approximately 6 attempts of power cycling the modem this afternoon, I finally established a sufficiently stable connection inside the house that allows me to connect to external web sites. However, there remain serious jitter problems and sporadic packet loss that interferes with network activity, as per the ping log below. Note that this is similar behaviour to what I experienced with the modem connected directly to the NID this morning, but it is the first time in approximately 10 days that I was able to establish a semi-usable Internet connect, through your service, inside the house.

To be clear, I do not consider this acceptable service -- the connection is unreliable and I dare not disconnect the cable to move the modem to its intended location. I remain awaiting a permanent solution.

With the current connectivity, my home telephone VoIP service is (at least temporarily) operational: Velcom or Bell may reach us at (438) xxx-xxxx.

Below is the ping log (no other significant network activity was occurring in parallel).

- Jeremy

PING www.google.ca (74.125.226.159): 56 data bytes
64 bytes from 74.125.226.159: icmp_seq=0 ttl=57 time=25.621 ms
64 bytes from 74.125.226.159: icmp_seq=1 ttl=57 time=25.805 ms
64 bytes from 74.125.226.159: icmp_seq=2 ttl=57 time=24.112 ms
64 bytes from 74.125.226.159: icmp_seq=3 ttl=57 time=24.610 ms
64 bytes from 74.125.226.159: icmp_seq=4 ttl=57 time=29.922 ms
64 bytes from 74.125.226.159: icmp_seq=5 ttl=57 time=26.439 ms
64 bytes from 74.125.226.159: icmp_seq=6 ttl=57 time=38.704 ms
64 bytes from 74.125.226.159: icmp_seq=7 ttl=57 time=30.031 ms
64 bytes from 74.125.226.159: icmp_seq=8 ttl=57 time=24.821 ms
64 bytes from 74.125.226.159: icmp_seq=9 ttl=57 time=26.967 ms
64 bytes from 74.125.226.159: icmp_seq=10 ttl=57 time=28.813 ms
64 bytes from 74.125.226.159: icmp_seq=11 ttl=57 time=27.907 ms
64 bytes from 74.125.226.159: icmp_seq=12 ttl=57 time=23.445 ms
64 bytes from 74.125.226.159: icmp_seq=13 ttl=57 time=24.505 ms
64 bytes from 74.125.226.159: icmp_seq=14 ttl=57 time=28.485 ms
64 bytes from 74.125.226.159: icmp_seq=15 ttl=57 time=25.261 ms
64 bytes from 74.125.226.159: icmp_seq=16 ttl=57 time=29.310 ms
64 bytes from 74.125.226.159: icmp_seq=17 ttl=57 time=23.717 ms
64 bytes from 74.125.226.159: icmp_seq=18 ttl=57 time=24.471 ms
64 bytes from 74.125.226.159: icmp_seq=19 ttl=57 time=24.552 ms
64 bytes from 74.125.226.159: icmp_seq=20 ttl=57 time=25.594 ms
64 bytes from 74.125.226.159: icmp_seq=21 ttl=57 time=23.364 ms
64 bytes from 74.125.226.159: icmp_seq=22 ttl=57 time=25.324 ms
64 bytes from 74.125.226.159: icmp_seq=23 ttl=57 time=24.823 ms
64 bytes from 74.125.226.159: icmp_seq=24 ttl=57 time=23.532 ms
64 bytes from 74.125.226.159: icmp_seq=25 ttl=57 time=24.271 ms
64 bytes from 74.125.226.159: icmp_seq=26 ttl=57 time=24.444 ms
64 bytes from 74.125.226.159: icmp_seq=27 ttl=57 time=24.341 ms
64 bytes from 74.125.226.159: icmp_seq=28 ttl=57 time=25.154 ms
64 bytes from 74.125.226.159: icmp_seq=29 ttl=57 time=24.353 ms
64 bytes from 74.125.226.159: icmp_seq=30 ttl=57 time=25.080 ms
64 bytes from 74.125.226.159: icmp_seq=31 ttl=57 time=23.336 ms
64 bytes from 74.125.226.159: icmp_seq=32 ttl=57 time=24.465 ms
64 bytes from 74.125.226.159: icmp_seq=33 ttl=57 time=37.723 ms
64 bytes from 74.125.226.159: icmp_seq=34 ttl=57 time=26.536 ms
64 bytes from 74.125.226.159: icmp_seq=35 ttl=57 time=25.309 ms
64 bytes from 74.125.226.159: icmp_seq=36 ttl=57 time=24.658 ms
64 bytes from 74.125.226.159: icmp_seq=37 ttl=57 time=24.907 ms
64 bytes from 74.125.226.159: icmp_seq=38 ttl=57 time=25.243 ms
64 bytes from 74.125.226.159: icmp_seq=39 ttl=57 time=27.331 ms
64 bytes from 74.125.226.159: icmp_seq=40 ttl=57 time=23.789 ms
64 bytes from 74.125.226.159: icmp_seq=41 ttl=57 time=26.131 ms
64 bytes from 74.125.226.159: icmp_seq=42 ttl=57 time=23.984 ms
64 bytes from 74.125.226.159: icmp_seq=43 ttl=57 time=126.785 ms
64 bytes from 74.125.226.159: icmp_seq=44 ttl=57 time=24.304 ms
64 bytes from 74.125.226.159: icmp_seq=45 ttl=57 time=27.264 ms
64 bytes from 74.125.226.159: icmp_seq=46 ttl=57 time=26.394 ms
64 bytes from 74.125.226.159: icmp_seq=47 ttl=57 time=25.568 ms
64 bytes from 74.125.226.159: icmp_seq=48 ttl=57 time=25.841 ms
64 bytes from 74.125.226.159: icmp_seq=49 ttl=57 time=24.358 ms
64 bytes from 74.125.226.159: icmp_seq=50 ttl=57 time=27.110 ms
64 bytes from 74.125.226.159: icmp_seq=51 ttl=57 time=37.824 ms
64 bytes from 74.125.226.159: icmp_seq=52 ttl=57 time=24.575 ms
64 bytes from 74.125.226.159: icmp_seq=53 ttl=57 time=27.836 ms
64 bytes from 74.125.226.159: icmp_seq=54 ttl=57 time=23.728 ms
64 bytes from 74.125.226.159: icmp_seq=55 ttl=57 time=29.120 ms
64 bytes from 74.125.226.159: icmp_seq=56 ttl=57 time=33.224 ms
64 bytes from 74.125.226.159: icmp_seq=57 ttl=57 time=29.337 ms
64 bytes from 74.125.226.159: icmp_seq=58 ttl=57 time=24.223 ms
64 bytes from 74.125.226.159: icmp_seq=59 ttl=57 time=28.752 ms
64 bytes from 74.125.226.159: icmp_seq=60 ttl=57 time=22.326 ms
64 bytes from 74.125.226.159: icmp_seq=61 ttl=57 time=113.340 ms
64 bytes from 74.125.226.159: icmp_seq=62 ttl=57 time=219.439 ms
64 bytes from 74.125.226.159: icmp_seq=63 ttl=57 time=183.255 ms
64 bytes from 74.125.226.159: icmp_seq=64 ttl=57 time=43.574 ms
64 bytes from 74.125.226.159: icmp_seq=65 ttl=57 time=57.784 ms
Request timeout for icmp_seq 66
Request timeout for icmp_seq 67
64 bytes from 74.125.226.159: icmp_seq=68 ttl=57 time=107.464 ms
64 bytes from 74.125.226.159: icmp_seq=69 ttl=57 time=34.602 ms
64 bytes from 74.125.226.159: icmp_seq=70 ttl=57 time=60.052 ms
64 bytes from 74.125.226.159: icmp_seq=71 ttl=57 time=25.996 ms
64 bytes from 74.125.226.159: icmp_seq=72 ttl=57 time=33.637 ms
64 bytes from 74.125.226.159: icmp_seq=73 ttl=57 time=23.748 ms
64 bytes from 74.125.226.159: icmp_seq=74 ttl=57 time=27.113 ms
64 bytes from 74.125.226.159: icmp_seq=75 ttl=57 time=29.042 ms
64 bytes from 74.125.226.159: icmp_seq=76 ttl=57 time=28.005 ms
64 bytes from 74.125.226.159: icmp_seq=77 ttl=57 time=47.812 ms
64 bytes from 74.125.226.159: icmp_seq=78 ttl=57 time=44.932 ms
64 bytes from 74.125.226.159: icmp_seq=79 ttl=57 time=76.454 ms
64 bytes from 74.125.226.159: icmp_seq=80 ttl=57 time=64.251 ms
64 bytes from 74.125.226.159: icmp_seq=81 ttl=57 time=24.312 ms
64 bytes from 74.125.226.159: icmp_seq=82 ttl=57 time=22.575 ms
64 bytes from 74.125.226.159: icmp_seq=83 ttl=57 time=24.560 ms
64 bytes from 74.125.226.159: icmp_seq=84 ttl=57 time=24.052 ms
64 bytes from 74.125.226.159: icmp_seq=85 ttl=57 time=41.360 ms
64 bytes from 74.125.226.159: icmp_seq=86 ttl=57 time=41.381 ms
64 bytes from 74.125.226.159: icmp_seq=87 ttl=57 time=52.898 ms
64 bytes from 74.125.226.159: icmp_seq=88 ttl=57 time=24.158 ms
64 bytes from 74.125.226.159: icmp_seq=89 ttl=57 time=24.355 ms
64 bytes from 74.125.226.159: icmp_seq=90 ttl=57 time=25.688 ms
64 bytes from 74.125.226.159: icmp_seq=91 ttl=57 time=25.624 ms
64 bytes from 74.125.226.159: icmp_seq=92 ttl=57 time=25.759 ms
64 bytes from 74.125.226.159: icmp_seq=93 ttl=57 time=61.218 ms
64 bytes from 74.125.226.159: icmp_seq=94 ttl=57 time=31.513 ms
64 bytes from 74.125.226.159: icmp_seq=95 ttl=57 time=35.145 ms
64 bytes from 74.125.226.159: icmp_seq=96 ttl=57 time=22.106 ms
64 bytes from 74.125.226.159: icmp_seq=97 ttl=57 time=25.827 ms
64 bytes from 74.125.226.159: icmp_seq=98 ttl=57 time=24.521 ms
64 bytes from 74.125.226.159: icmp_seq=99 ttl=57 time=24.501 ms
64 bytes from 74.125.226.159: icmp_seq=100 ttl=57 time=21.655 ms
64 bytes from 74.125.226.159: icmp_seq=101 ttl=57 time=31.205 ms
64 bytes from 74.125.226.159: icmp_seq=102 ttl=57 time=33.021 ms
64 bytes from 74.125.226.159: icmp_seq=103 ttl=57 time=34.182 ms
64 bytes from 74.125.226.159: icmp_seq=104 ttl=57 time=25.137 ms
64 bytes from 74.125.226.159: icmp_seq=105 ttl=57 time=27.068 ms
64 bytes from 74.125.226.159: icmp_seq=106 ttl=57 time=25.339 ms
64 bytes from 74.125.226.159: icmp_seq=107 ttl=57 time=24.070 ms
64 bytes from 74.125.226.159: icmp_seq=108 ttl=57 time=24.519 ms
64 bytes from 74.125.226.159: icmp_seq=109 ttl=57 time=35.666 ms
64 bytes from 74.125.226.159: icmp_seq=110 ttl=57 time=44.718 ms
64 bytes from 74.125.226.159: icmp_seq=111 ttl=57 time=36.397 ms
64 bytes from 74.125.226.159: icmp_seq=112 ttl=57 time=23.017 ms
64 bytes from 74.125.226.159: icmp_seq=113 ttl=57 time=24.348 ms
64 bytes from 74.125.226.159: icmp_seq=114 ttl=57 time=24.065 ms
64 bytes from 74.125.226.159: icmp_seq=115 ttl=57 time=24.639 ms
64 bytes from 74.125.226.159: icmp_seq=116 ttl=57 time=25.149 ms
64 bytes from 74.125.226.159: icmp_seq=117 ttl=57 time=28.527 ms
64 bytes from 74.125.226.159: icmp_seq=118 ttl=57 time=36.201 ms
64 bytes from 74.125.226.159: icmp_seq=119 ttl=57 time=29.925 ms
64 bytes from 74.125.226.159: icmp_seq=120 ttl=57 time=25.663 ms
64 bytes from 74.125.226.159: icmp_seq=121 ttl=57 time=24.080 ms
Request timeout for icmp_seq 122
64 bytes from 74.125.226.159: icmp_seq=123 ttl=57 time=37.994 ms
64 bytes from 74.125.226.159: icmp_seq=124 ttl=57 time=31.161 ms
64 bytes from 74.125.226.159: icmp_seq=125 ttl=57 time=26.861 ms
64 bytes from 74.125.226.159: icmp_seq=126 ttl=57 time=23.896 ms

Hello Jeremy,

We only need a confirmation from you to go ahead with another ticket. If this is meant by "corrective action" then we need best access hours from you when it's more convenient to have a technician visit. Also, if Bell finds no trouble on their end there is a good chance they will charge.

Kind Regards,
Matthew Lawrence

Dear Matthew,

Once again, as per my email of 1:03 pm:

In any case, I would think it obvious that after repeatedly complaining to you that I don't have Internet service, and requesting that you arrange for the necessary technicians to correct this ongoing problem, that I was asking you to take whatever steps were necessary to do so, including opening 3000 tickets, if that's what it takes.

(boldface for emphasis)

In the event that this still isn't clear, I am confirming that you should go ahead with another ticket.

I am available this evening through 8 pm, tomorrow from 5-8 pm and Friday from 2-8 pm.

For the record, the second visit by a Bell technician, approximately two weeks ago, did find problems on their end, although the third visit, a few days later, did not. In both cases, I was left with an Internet service that functioned approximately the same as now -- that is, using the equipment Velcom has supplied me, I am only able occasionally to obtain an Internet connection, and at best, a connection that exhibits ping packet losses, high jitter, and period failures opening web pages or sending emails. If Bell charges for such visits that fail to resolve the problem, then as noted previously, I hold Velcom responsible for all such charges.

As I noted yesterday, I expect you to refund all such charges that appear at present on my credit card or I will have to report them as disputed transactions with the credit card company.

Regards, - Jeremy

Hello Jeremy,

In such case we can not open any further tickets without the approval of possible charges.

Please perform "ping -n 100 www.example.com" to following addresses : www.velcom.ca
www.google.ca
www.canadapost.ca

Copy and paste each result into a separate text (.txt) document and email it to us as an attachment.

Also we need you to obtain trace route using following command: "tracert www.example.com" on following addresses:

www.velcom.ca
www.google.ca
www.canadapost.ca

Also attach them as seperate text files and our network administrator will investigate further.

Kind Regards,
Andrew Ronson

Surprisingly, this morning, I've experienced the best connectivity yet since signing up with Velcom. However, occasional ICMP losses persist, e.g., in the ping logs below for www.google.ca and www.velcom.ca.

Here are the results, as you've requested.
- Jeremy

(condensed results below)

traceroute to velcom.ca (98.142.244.90), 64 hops max, 52 byte packets
 1  dsldevice (192.168.1.254)  6.123 ms  1.420 ms  1.404 ms
 2  64.213.140.2 (64.213.140.2)  33.365 ms  30.023 ms  31.249 ms
 3  64.213.140.1 (64.213.140.1)  33.990 ms  29.612 ms  33.083 ms
 4  core.velcom.com (206.53.61.130)  35.064 ms  31.403 ms  37.515 ms
 5  velcom.ca (98.142.244.90)  35.022 ms  33.783 ms  34.201 ms

traceroute to www.google.ca (173.194.43.127), 64 hops max, 52 byte packets
 1  dsldevice (192.168.1.254)  1.484 ms  1.169 ms  1.498 ms
 2  64.213.140.2 (64.213.140.2)  42.333 ms  28.220 ms  29.730 ms
 3  64.213.140.1 (64.213.140.1)  33.889 ms  34.332 ms  32.571 ms
 4  v525.core1.tor1.he.net (209.51.161.221)  33.833 ms  32.225 ms  30.516 ms
 5  gw-google.torontointernetxchange.net (206.108.34.6)  39.957 ms  29.416 ms  31.875 ms
 6  209.85.255.232 (209.85.255.232)  35.233 ms  29.843 ms  31.544 ms
 7  72.14.239.73 (72.14.239.73)  33.860 ms  33.276 ms  33.461 ms
 8  * yyz08s10-in-f31.1e100.net (173.194.43.127)  29.750 ms  30.644 ms



--- www.google.ca ping statistics ---
104 packets transmitted, 102 packets received, 1.9% packet loss
round-trip min/avg/max/stddev = 28.542/31.440/37.184/1.937 ms

--- velcom.ca ping statistics ---
133 packets transmitted, 130 packets received, 2.3% packet loss
round-trip min/avg/max/stddev = 29.099/32.221/39.183/1.871 ms

--- e7621.b.akamaiedge.net ping statistics ---
139 packets transmitted, 139 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 29.124/33.007/46.140/3.233 ms

Hello Jeremy,

Bell considers packet loss to be at least over 15-20%. If it's between 1% and 3% they won't even look in to it thinking it's not a problem at all. For the time being your line looks fine.

Kind Regards,
Matthew Lawrence

Dear Matthew,

I see now what you've done. It appears that you've downgraded my service to a lower bit rate to improve the signal quality -- montreal.speedtest.net is now indicating a download speed of only 6 Mbps, not the 7 Mbps for which I signed up, and which the Velcom technician showed me on his device when the service was initially installed. Therefore, you have yet to provide me with the service for which I was charged on August 14.

I expect a full refund of the $24.95 plus tax up for the first month of (non-) service as well as a refund of the $92.09 that you charged to my card on August 20, presumably for one of the visits by a Bell technician in unsuccessful attempts to resolve the ongoing problems.

Please confirm by close of business tomorrow (Friday, September 6) that these amounts are being refunded to my credit card or I will flag them as disputed transactions with the credit card company.

Regards,
- Jeremy

Dear Matthew,

As I did not hear back from you, I've now flagged both transactions as disputed transactions with the credit card company.

Regards,
- Jeremy

Hello Jeremy,

Your account was not downgraded, in fact it currently syncs at 7288.0 kbps and we didn't touch your line since the time the Bell technician was dispatched to your premises, also we never guarantee a speed. We provide service "AS IS" and advertised speeds are always "UP TO".

If you wish to cancel your account we may do so but we would require a 30 days of notice prior to your monthly renewal date.

Also if the charges backs go trough as per our Terms of Services agreement you will be charged $150 per each successful charge-back. http://velcom.ca/tos.htm

Please let us know if you still wish to cancel your service.

Kind Regards,
John Black

Dear John,

As your customer, I'm not aware of what exactly you are doing behind the scenes, but it's obvious that something significant was done to change the signal quality of the DSL service to my house sometime around September 5, when I finally found myself able to obtain a somewhat stable Internet connection, not only with the modem connected directly to the NID but also inside my house. However, as I noted, the measured download speed was reduced relative to that measured by your own technician at the time of initial installation (and that I subsequently observed on a few occasions when I was able to obtain brief periods of connectivity).

As I've indicated to your associates through multiple emails, I've been asking you to supply a stable service to me, without the abnormal packet loss that persists to this day. It took Velcom from August 14 (when I was first billed) until September 5 to provide me with any form of workable Internet service. As of yesterday, that service was again interrupted at some point, as I had no ping and no VoIP, and I had to reset the modem to restore connectivity.

I have made numerous attempts to ask that you resolve the ongoing problems, and two polite requests that you reverse the charges for service not provided -- requests that went unanswered until today. Despite my efforts, you have chosen, rather than working to fix these problems, to take the absurd position that you intend to penalize me further for your negligence. Are you certain that this is the way you want to advertise how your company treats its customers?

Regards,
- Jeremy

Hello Jeremy,

Unfortunately we will not able to provide you with any kind of credit/refund for services.

If you wish to proceed with cancellation please let me know and I will process this request from you.

Kind Regards,
John Black

Dear John,

My experience with contracts is perhaps somewhat less informed than yours but my understanding was that a party to the contract pays for the contractual service only if said service is actually provided. Could you kindly clarify how Velcom would qualify as an exception to this rule?

As I noted yesterday, and as I've pointed out in previous email, packet loss persists on the connection you're currently providing me, and the download speed has been reduced from that measured at the time of installation.

Best,
- Jeremy

Hello Jeremy,

We provide service "as is" . Basically we don't give you any kind of guarantee with speeds nor up time or quality of our services .

So even if you were to get 1/100 of the ordered speed, you would still be billed in full for the ordered services regardless of what speed or quality of service you got. We would however try our best to resolve any issues client may experience.

Kind Regards,
John Black

Dear John,

If you make advance payment to a painter to paint your house, and he slaps a few brushstrokes of primer on your door and then says, "good enough", would you not also dispute the charge?

I attach a PDF of your web page that advertised the service for which I signed up. Could you let me know where you make it clear in your advertising (or in the billing information sent to me on signup) that your service is provided "as is" and that if I only get 1/100 of the ordered speed, I'm still billed in full? Also, could you let me know what steps you've taken since August 30 to resolve the issues I continue to experience?

Regards,
- Jeremy

Hello Jeremy,

On this screenshot I've highlighted the parts which shows that we advertise speeds of "up to" 7mbps http://my.jetscreenshot.com/1584/20130913-j7zv-98kb.jpg

Up to meaning that even if you get 1kbps out of 7168kbps it still counts as "Up To 7mbps".

As per your ping results which you've sent us on 09/05 there is less then 2% packet loss which falls within acceptable percentage. Bell is not even going to look into the issue if the packet loss doesn't exceed 10%.

As to the "As Is" question, in our Terms of Services section 3 it states the following:

3. Warranty Waivers. Customer acknowledges that Velcom does not warrant uninterrupted or error free Service or the content, availability, accuracy or any other aspect of any information including, without limitation, all data, files and all other information or content in any form or of any type, accessible or made available to or by Customer or its end users through the use of the Service, and Velcom shall be permitted from time to time to interrupt the Service without notice in order to provide maintenance, upgrades and modifications to the Service. The warranties provided in this Agreement are in lieu of all other warranties and conditions. Customer hereby waives all other warranties and conditions, express, implied or statutory, including any warranty of merchantability, fitness of a particular purpose, or availability or reliability of the Service.

Kind Regards,
John Black

Dear John,
Thanks for your reply.

If I understand correctly, customers with Velcom who sign up for 7 Mbps are expected to pay the full price even if they only receive 1 kbps. Could you kindly confirm?

From the time of initial installation on August 20 until September 4, the packet loss rate with your "service" was so high that it completely prevented me from actually connecting to web sites or sending/receiving email. In other words, I received 0 kbps of service during that period. Should I still be paying the full price for 0 kbps?

Also, could you kindly let me know from whom you obtained your information that "Bell is not even going to look into the issue if the packet loss doesn't exceed 10%."? Now that you've informed me of Velcom's Terms of Service (nobody did so previously), I looked through this document but couldn't find any information there regarding what Velcom and/or Bell consider as acceptable packet loss rates.

Regards,
- Jeremy

Dear John,
I'm following up as it's been some time since my last email. Could you kindly reply to my questions below?

Thanks,
- Jeremy

Dear Velcom Sales,

I'm not sure whether John is still employed with your organization, but since he has not replied to my messages since September 15, I'm wondering whether someone else from Velcom would be willing to confirm that you stand by his comments below.

If I don't hear back from anyone by Tuesday, I'll let the McGill PCard administrators know that the merchant (Velcom) is unresponsive to my attempts to resolve the dispute related to the charges I've already marked as "disputed".

Thanks,
- Jeremy

Hello Jeremy,

Would you like to cancel your service ? If so when would you like to cancel it for which date?

Kind Regards,
John Black

Dear John,

Thank you for getting back to me so quickly. I take it from your question below that rather than addressing my ongoing concerns about the quality of your service, Velcom is actively trying to get rid of me as a customer. I'm struggling to reconcile this with your commitment "to providing 100% customer satisfaction to every client" as advertised on your home page. Please see article 219 of the Consumer Protection Act of Quebec.

Would you be so kind now as to answer the question I asked in my last two emails, sent to your attention on September 15 and 20:

| If I understand correctly, customers with Velcom who sign up for 7 Mbps are expected to pay the full price even if they only receive 1 kbps. Could you kindly confirm?

Regards,
- Jeremy

Hello Jeremy,

There is nothing to be fixed, your packet loss levels are within acceptable range for your type of connection.

If stability is major factor for you then we would suggest you to look into our Business LAN Extension package with which we grantee a solid 6mbps connection.

Your existing account remains active and billing will continue as normal.

Kind Regards,
John Black

Dear John,

Thanks for your reply. Unfortunately, I'm having more difficulty understanding what appears to be a mixed message from your email. On the one hand, you're telling me that my "packet loss levels are within acceptable range" but at the same time, you're admitting that my connection doesn't offer stability.

Below is an example of a ping test just a few minutes ago, while attempting to place a VoIP call in parallel -- the other party couldn't hear me. If this is a reflection of a situation where "there is nothing to be fixed", I'd love to know just what is required before Velcom considers there to be a problem... perhaps something in which UN agencies need to be called in?

Also, since you seem to have forgotten, I'm still awaiting your reply to my question from September 15, September 20, and October 9:

| If I understand correctly, customers with Velcom who sign up for 7 Mbps are expected to pay the full price even if they only receive 1 kbps. Could you kindly confirm?

Regards,
- Jeremy

PING www.google.ca (74.125.225.127): 56 data bytes
64 bytes from 74.125.225.127: icmp_seq=0 ttl=52 time=341.621 ms
64 bytes from 74.125.225.127: icmp_seq=1 ttl=52 time=932.195 ms
64 bytes from 74.125.225.127: icmp_seq=2 ttl=52 time=234.540 ms
64 bytes from 74.125.225.127: icmp_seq=3 ttl=52 time=621.861 ms
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
Request timeout for icmp_seq 9
Request timeout for icmp_seq 10
Request timeout for icmp_seq 11
Request timeout for icmp_seq 12
Request timeout for icmp_seq 13
Request timeout for icmp_seq 14
Request timeout for icmp_seq 15
Request timeout for icmp_seq 16
Request timeout for icmp_seq 17
Request timeout for icmp_seq 18
Request timeout for icmp_seq 19
Request timeout for icmp_seq 20
Request timeout for icmp_seq 21
Request timeout for icmp_seq 22
Request timeout for icmp_seq 23
Request timeout for icmp_seq 24
Request timeout for icmp_seq 25
Request timeout for icmp_seq 26
Request timeout for icmp_seq 27
Request timeout for icmp_seq 28
Request timeout for icmp_seq 29
64 bytes from 74.125.225.127: icmp_seq=11 ttl=52 time=19747.402 ms
64 bytes from 74.125.225.127: icmp_seq=12 ttl=52 time=18800.426 ms
64 bytes from 74.125.225.127: icmp_seq=13 ttl=52 time=17814.789 ms
64 bytes from 74.125.225.127: icmp_seq=14 ttl=52 time=16873.635 ms
64 bytes from 74.125.225.127: icmp_seq=15 ttl=52 time=15936.237 ms
64 bytes from 74.125.225.127: icmp_seq=16 ttl=52 time=14982.643 ms
64 bytes from 74.125.225.127: icmp_seq=17 ttl=52 time=14015.614 ms
64 bytes from 74.125.225.127: icmp_seq=18 ttl=52 time=13030.733 ms
64 bytes from 74.125.225.127: icmp_seq=19 ttl=52 time=12038.810 ms
64 bytes from 74.125.225.127: icmp_seq=20 ttl=52 time=11061.878 ms
64 bytes from 74.125.225.127: icmp_seq=21 ttl=52 time=10074.837 ms
64 bytes from 74.125.225.127: icmp_seq=22 ttl=52 time=9088.865 ms
64 bytes from 74.125.225.127: icmp_seq=23 ttl=52 time=8114.915 ms
64 bytes from 74.125.225.127: icmp_seq=24 ttl=52 time=7142.374 ms
64 bytes from 74.125.225.127: icmp_seq=25 ttl=52 time=6152.478 ms
64 bytes from 74.125.225.127: icmp_seq=26 ttl=52 time=5161.987 ms
64 bytes from 74.125.225.127: icmp_seq=27 ttl=52 time=4177.940 ms
64 bytes from 74.125.225.127: icmp_seq=28 ttl=52 time=3186.903 ms
64 bytes from 74.125.225.127: icmp_seq=29 ttl=52 time=2196.569 ms
64 bytes from 74.125.225.127: icmp_seq=30 ttl=52 time=1233.488 ms
64 bytes from 74.125.225.127: icmp_seq=31 ttl=52 time=313.012 ms
64 bytes from 74.125.225.127: icmp_seq=32 ttl=52 time=102.213 ms
64 bytes from 74.125.225.127: icmp_seq=33 ttl=52 time=73.309 ms
64 bytes from 74.125.225.127: icmp_seq=34 ttl=52 time=62.596 ms
64 bytes from 74.125.225.127: icmp_seq=35 ttl=52 time=62.719 ms
64 bytes from 74.125.225.127: icmp_seq=36 ttl=52 time=62.651 ms
64 bytes from 74.125.225.127: icmp_seq=37 ttl=52 time=62.603 ms
64 bytes from 74.125.225.127: icmp_seq=38 ttl=52 time=62.091 ms
64 bytes from 74.125.225.127: icmp_seq=39 ttl=52 time=63.529 ms
64 bytes from 74.125.225.127: icmp_seq=40 ttl=52 time=64.718 ms

Hello Jeremy,

Your packet loss has seemed to increase from what it was originally .

Please perform following command in the windows command prompt and copy and paste the end result you get

ping 206.53.61.130 -n 100

You may read our ToS if you wish to know exactly what we grantee and what things we don't .Just like any other ISP, speed is something that cannot be guaranteed on residential packages.

Kind Regards,
John Black

Dear John,

Thanks for your reply. Unfortunately, I'm confused by discrepancies between what you communicate by email and what you advertise on your company's web page (highlighted copy attached for your convenience).

Your web page states "we offer a cadre of competitively priced services without sacrificing speed, efficiency or reliability" but you're now telling me that "speed is something that cannot be guaranteed on residential packages." Also, on September 5, 2013, your associate (Matthew Lawrence) wrote that "Bell considers packet loss to be at least over 15-20%" but when I called Bell to verify, their technician told me that at 15% packet loss, the customer would be unable to sustain a DSL connection.

These statements appear to present logical contradictions.

To clarify, could you confirm that Velcom considers a packet loss rate of 15% as acceptable service? Also, could you confirm that Velcom considers receipt of only 1 kbps on a "7 Mbps DSL connection" as acceptable service? If so, then what would be the purpose of sending you the results of further ping tests?

Regardless, since Velcom's web page also refers to your "stellar service" and states "We... are committed to providing 100% customer satisfaction to every client", I'd like to know what Velcom is prepared to do if one of your customers is not 100% satisfied with the level of service currently being provided?

Regards,
- Jeremy

Hello Jeremy,

If you are not satisfied with services provide please contact our escalation department: esc@velcom.ca

None of the packet loss is acceptable, however Bell is only willing to investigate if the packet loss is above a certain level.

Please provide us with ping results so we can see if we can open another trouble ticket with Bell.

For all other questions and concerns please email our escalation department.

Kind Regards,
John Black

Please ping our core router and this would give best indication of level of packet loss if any.

206.53.51.1 would work. Please have the ping run for at least 10minutes.

Rob Contaldi

Dear Rob and Velcom Escalation,

Thank you for the suggestion of pinging your core router. I have recently run several short and long tests with results as below. As before, the quality of service remains unacceptable, and is causing significant interference with my communication, in particular during audio calls made through Skype or Google Hangout (note the 6.3% packet loss on Wednesday, in which there were several runs of consecutive request timeouts on ping packets lasting more than 4 seconds).

- Jeremy

======= Simultaneous pings of Google.ca and 206.53.51.1 ===========

--- www.google.ca ping statistics ---
295 packets transmitted, 290 packets received, 1.7% packet loss
round-trip min/avg/max/stddev = 41.927/47.260/102.710/6.083 ms

--- 206.53.51.1 ping statistics ---
312 packets transmitted, 312 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 29.657/35.160/59.062/4.133 ms


======= Simultaneous pings of Google.ca and 206.53.51.1 ===========

--- www.google.ca ping statistics ---
66 packets transmitted, 66 packets received, +1 duplicates, 0.0% packet loss
round-trip min/avg/max/stddev = 41.414/45.151/62.352/3.498 ms

--- 206.53.51.1 ping statistics ---
67 packets transmitted, 64 packets received, 4.5% packet loss
round-trip min/avg/max/stddev = 29.808/34.725/112.258/10.473 ms

======= Simultaneous pings of Google.ca and 206.53.51.1 ===========

--- www.google.ca ping statistics ---
1820 packets transmitted, 1814 packets received, 0.3% packet loss
round-trip min/avg/max/stddev = 41.367/53.596/1809.018/47.843 ms

--- 206.53.51.1 ping statistics ---
1820 packets transmitted, 1795 packets received, +1 duplicates, 1.4% packet loss
round-trip min/avg/max/stddev = 29.511/41.553/2010.551/51.297 ms

===== Results from Wednesday (google.ca only) in which Skype became completely unusable =======

--- www.google.ca ping statistics ---
5174 packets transmitted, 4846 packets received, +1 duplicates, 6.3% packet loss
round-trip min/avg/max/stddev = 41.096/67.874/3179.851/109.266 ms

--- www.google.ca ping statistics ---
19597 packets transmitted, 19220 packets received, +12 duplicates, 1.9% packet loss
round-trip min/avg/max/stddev = 40.812/49.427/461.824/15.969 ms

At what time were these tests run?

Rob Contaldi

Dear Rob,

The first three sets of tests were run sometime in the hour preceding my email, thus, approximately 10:30-11:30 am on February 16. I can't recall the time span of the longer tests on Wednesday, but believe that one of these was during the early afternoon.

- Jeremy

Ok if the tests were done in the A.M then there is definitely an issue.

I need you to keep your modem on at all times Jeremy so I can check line stats.

Right now it shows your modem being offline

http://ss.velcom.ca/20140219-0e0-81kb.jpg

I cant see the quality of your circuit.

Rob Contaldi

My modem has been on continuously for the past several weeks.

- Jeremy

Can you restart it. That may be the problem then some config problems on bells side.

Reboot it so I can check in few minutes, let me know when its rebooted.

Rob Contaldi

I can't do so now as I'm in a communication session. I will do so in approximately 40 minutes.

- Jeremy

Rebooted a few minutes ago.

- Jeremy

Tried to check but says u were offline

Rob Contaldi

Hi Rob,

Well, it has been 5 days since I replied to your request. I'm currently out of town so won't have the unit back on until the weekend.

- Jeremy

Im not around all the time and specially not weekends

Rob Contaldi

Hi Rob,

My latest tests just now (approximately 19:20 Thursday evening):

--- 206.53.51.1 ping statistics ---
313 packets transmitted, 286 packets received, +3 duplicates, 8.6% packet loss
round-trip min/avg/max/stddev = 30.759/53.781/205.060/26.981 ms

--- www.google.ca ping statistics ---
306 packets transmitted, 283 packets received, +1 duplicates, 7.5% packet loss
round-trip min/avg/max/stddev = 40.782/76.048/814.328/66.362 ms

The performance I'm experiencing is on the verge of unusable even for basic tasks.

- Jeremy

I cant still see any stats on your account

Im going to open a ticket to fix it.

Rob Contaldi

Since this morning, I've been seeing only sporadic connectivity, with my modem often losing the Internet connection and unable to reconnect, even after power cycling. When I do succeed in re-establishing a connection, it is generally short-lived, dropping again after a minute or less.

Messages I'm seeing on the technicolor interface web page include:

It just took me 5 attempts to re-establish this session.

- Jeremy

Hello Jeremy,

We can see that you had numerous disconnections yesterday, however it seems to have been stable since around 11 pm and to this moment. Please confirm if the issue still persists. If not, it might have been caused by temporary problems in your local Bell CO.

Kind Regards,
Kevin Crowley

Dear Kevin,

Yes, I do have connectivity now, but the quality is atrocious, dropping many packets, resulting in an unusable VoIP service. As a brief extract from just now:

--- www.google.ca ping statistics ---
54 packets transmitted, 48 packets received, 11.1% packet loss
round-trip min/avg/max/stddev = 29.018/34.391/55.634/4.638 ms

- Jeremy

And now even worse:

--- www.google.ca ping statistics ---
75 packets transmitted, 31 packets received, +35 duplicates, 58.7% packet loss
round-trip min/avg/max/stddev = 29.828/7408.211/25387.550/8602.989 ms
jer@jc{~}

It's been almost 9 months and I have yet to receive reliable service from Velcom!

- Jeremy

Hello Jeremy,

Is the modem connected to your computer with a cable or wiressly?

Kind Regards,
Kevin Crowley

Hi Kevin,

At present, wirelessly, but the VoIP service is connected via cabled Ethernet and is experiencing identical problems, and I've seen the same behaviour when the computer is connected as such.

- Jeremy

We're now pretty much unable to make telephone calls:

--- www.google.ca ping statistics ---
118 packets transmitted, 27 packets received, +1 duplicates, 77.1% packet loss
round-trip min/avg/max/stddev = 28.408/64.853/878.053/156.551 ms

- Jeremy

No connectivity again this morning and unable to establish after multiple power cycling attempts. (I am incurring charges for mobile connectivity for Internet access now and will be forwarding these charges to you for reimbursement.)

Please tell me what steps you have taken to correct these ongoing problems.

- Jeremy

Hello Jeremy,

We've looked into the issue and it seems like you are not connected to the 7 Mbps line that was installed for you. This could be due to issues with the inside wiring or a provisioning error by Bell. Please test your modem on all available phone jacks in the premises. If possible, try to connect it straight to the demarcation point. If you have already tried that or are unable to do it for some reason, we can also open a trouble ticket with Bell, however that would require a $99 security deposit as Bell will apply maintenance charges if the problem is found to be inside the house.

Kind Regards,
Kevin Crowley

Dear Kevin,

Since this problem is intermittent, we both know that it is not an issue to do with the internal house wiring. Indeed, I was finally able to reconnect again after another power cycling this afternoon. Moreover, even when I was connected directly to the demarcation point last summer, I was experiencing similar unstable connectivity before Velcom reduced my service to a 6 Mbps line. (See http://www.cim.mcgill.ca/~jer/velcom/)

You are free to do whatever you choose in terms of a "security deposit" to bring my service to a level of stability that conforms to reasonable expectations. Sporadic outages that can last a day at a time are simply unacceptable. We've already been through this several times, so might I suggest that Velcom take the problem a bit more seriously?

- Jeremy

Dear Kevin,

This morning, it took me approximately 12 attempts of power cycling to obtain an Internet connection from an internal telephone jack, which lasted for a few minutes before auto-disconnecting. My success rate when connected directly to the NID was marginally better, but failed 4 times out of 5 attempts.

Dear Bell Canada (Customer Relations -- Bell Canada),

Please let me know whether you take joint responsibility with Velcom for the continued unreliable, unstable, and under-provisioned DSL service that I have been receiving since August 2013 (as documented at www.cim.mcgill.ca/~jer/velcom). I will be preparing a letter of demand shortly, in advance of anticipated legal action, and want to make sure that this is directed to the appropriate party or parties.

If either Bell or Velcom wish to have a technician visit to diagnose the problem, which I believe would be the fifth such visit of a technician in the past year, I will be home today apart from a two-hour window 15:00-17:00.

Regards,
- Jeremy Cooperstock

Hello Jeremy,

We would like to inform you that a ticket has been opened for you. Please confirm that your best contact numbers are still 514-[...] and 438-[...]. If they need to be updated, please provide us with the new numbers. You will be additionally contacted when Bell schedules a tech dispatch.

Kind Regards,
Kevin Crowley

Dear Kevin,

438-xxx-xxxx (h) -- functioning only during the periods in which my VoIP service is operational

514-xxx-xxxx (w)

- Jeremy

Dear Kevin,

Thanks. Things were working somewhat fine for the last few hours but I just lost DSL connectivity again and have had to revert to routing all my traffic over a Rogers wireless link.

Once again, please be advised that I'll be sending Velcom the bill for all my wireless charges incurred as a result of your inability to provide me with a usable service.

Regards,
- Jeremy

--- www.google.ca ping statistics ---
106 packets transmitted, 88 packets received, 17.0% packet loss
round-trip min/avg/max/stddev = 34.223/85.749/269.521/42.421 ms

--- velcom.ca ping statistics ---
421 packets transmitted, 410 packets received, 2.6% packet loss
round-trip min/avg/max/stddev = 29.699/33.420/109.580/5.295 ms

--- velcom.ca ping statistics ---
123 packets transmitted, 98 packets received, 20.3% packet loss
round-trip min/avg/max/stddev = 30.368/49.428/168.655/24.914 ms

--- velcom.ca ping statistics ---
6428 packets transmitted, 6133 packets received, 4.6% packet loss
round-trip min/avg/max/stddev = 29.058/39.623/678.929/17.678 ms

--- velcom.ca ping statistics ---
378 packets transmitted, 136 packets received, +12 duplicates, 64.0% packet loss
round-trip min/avg/max/stddev = 29.300/361.214/6081.266/1124.976 ms

--- velcom.ca ping statistics ---
418 packets transmitted, 299 packets received, 28.5% packet loss
round-trip min/avg/max/stddev = 29.591/38.981/297.783/20.481 ms

   Ticket ID: VXX-200-98693
   Subject: Re: Ticket Information
   Department: Support
   Type: Issue
   Status: Open
   Priority: Normal

================= ping test results from approximately 9:30 am ====================

jer@JC{~} ping velcom.ca
ping: cannot resolve velcom.ca: Unknown host
jer@JC{~} ping velcom.ca
ping: cannot resolve velcom.ca: Unknown host
jer@JC{~} ping 132.206.73.55
PING 132.206.73.55 (132.206.73.55): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
^C
--- 132.206.73.55 ping statistics ---
4 packets transmitted, 0 packets received, 100.0% packet loss
jer@JC{~} ping 132.206.73.55
PING 132.206.73.55 (132.206.73.55): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
64 bytes from 132.206.73.55: icmp_seq=9 ttl=243 time=32.251 ms
Request timeout for icmp_seq 10
Request timeout for icmp_seq 11
Request timeout for icmp_seq 12
Request timeout for icmp_seq 13
Request timeout for icmp_seq 14
Request timeout for icmp_seq 15
Request timeout for icmp_seq 16
Request timeout for icmp_seq 17
Request timeout for icmp_seq 18
Request timeout for icmp_seq 19
Request timeout for icmp_seq 20
^C
--- 132.206.73.55 ping statistics ---
22 packets transmitted, 1 packets received, 95.5% packet loss
round-trip min/avg/max/stddev = 32.251/32.251/32.251/0.000 ms
jer@JC{~} ping 132.206.73.55
PING 132.206.73.55 (132.206.73.55): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
64 bytes from 132.206.73.55: icmp_seq=4 ttl=243 time=29.860 ms
Request timeout for icmp_seq 5
64 bytes from 132.206.73.55: icmp_seq=6 ttl=243 time=31.435 ms
64 bytes from 132.206.73.55: icmp_seq=7 ttl=243 time=29.504 ms
Request timeout for icmp_seq 8
64 bytes from 132.206.73.55: icmp_seq=9 ttl=243 time=29.983 ms
Request timeout for icmp_seq 10
64 bytes from 132.206.73.55: icmp_seq=11 ttl=243 time=31.605 ms
Request timeout for icmp_seq 12
Request timeout for icmp_seq 13
Request timeout for icmp_seq 14
Request timeout for icmp_seq 15
Request timeout for icmp_seq 16
Request timeout for icmp_seq 17
^C
--- 132.206.73.55 ping statistics ---
19 packets transmitted, 5 packets received, 73.7% packet loss
round-trip min/avg/max/stddev = 29.504/30.477/31.605/0.867 ms

--- velcom.ca ping statistics ---
33 packets transmitted, 10 packets received, 69.7% packet loss
round-trip min/avg/max/stddev = 22.535/25.028/27.580/1.693 ms

Thanks for your helpful advice. I refer you to my email to Kevin Crowley (also, of Velcom) dated Thu, 08 May 2014 21:16:52 -0400.

Sincerely,
- Jeremy Cooperstock

Dear Mr. Contaldi,

One of the Bell technicians passed by yesterday evening with a new (2Wire) modem and has asked me to run with this for now. Packet loss characteristics remain similar to what I've been experiencing with the Technicolor modem during those periods when everything is working reasonably well, i.e., near-zero packet loss when connected via Ethernet, and approximately 1% loss when running over WiFi.

If this situation remains stable for the next few weeks, the technician indicated that he will return to restore the dry loop connection to the main floor of my house so that I can verify performance there.

Sincerely,
- Jeremy Cooperstock

(From a hardwired Ethernet connection)

--- google.ca ping statistics ---
114 packets transmitted, 113 packets received, 0.9% packet loss
round-trip min/avg/max/stddev = 29.030/33.035/38.270/1.454 ms

Dear Mr. Contaldi,

I'm curious as to your qualifications in the fields of RF communication and the 802.11 protocol to make such a statement. Your LinkedIn profile does not list any expertise in these technical areas.

Sincerely,
- Jeremy Cooperstock

I have no certification in those fields and is my best guess but did you get a chance to test another network WiFi adaptor to rule that out just in case ?

Unless your 100% certain the issue isn't with your wifi adaptor. The packet loss between hard wired and wifi should be close or similar. If it's that much different then other problems may exist.

Dear Mr. Contaldi,

I just conducted two tests from an IBM Thinkpad in parallel with my MacBook, the latter being the machine that I normally use.

1st test: Thinkpad lost 4 packets out of 1000, MacBook lost 0 packets out of 1000

2nd test: Thinkpad lost 22 packets out of 1000, MacBook lost 2 packets out of 1000

If you would like me to test with a third adapter, you will need to provide me with the equipment. However, I must emphasize that such tests are moot, since my complaint has been that significant packet loss (often well in excess of what I am observing at present) occurs even when connected via wired Ethernet.

In fact, I encountered another period of several minutes of unusable connectivity on Saturday evening, January 10, but did not have the opportunity at that time to connect to the wired Ethernet to verify whether the problem was confined to wireless.

Sincerely,
- Jeremy Cooperstock

Nope as long you tested another device I'm good.

I wasn't sure if you did or not.

Did you have same problem with the previous TG modem ? From the history looks like bell replaced your modem ?

Are you talking to the bell agent from last week still? You should be talking to him as well.

Dear Mr. Contaldi,

Yes, as I indicated previously, the packet loss I'm observing at present with the 2Wire modem provided by the Bell technician is similar to what I experienced with the Technicolor modem from Velcom under good conditions. Apart from the drop-out on Saturday evening, I haven't yet seen additional periods of lost connectivity.

As I discussed with the Bell technician, I will contact him again in a few weeks, assuming DSL performance remains reasonably stable, so that he can reconnect the dry loop wiring to the main floor of my house.

Sincerely,
- Jeremy Cooperstock

Sounds good

thanks

Dear Mr. Contaldi and M. Gignac,

I experienced a loss of connectivity approximately 20 minutes ago -- the Bell-supplied 2Wire DSL modem went into a "red-LED" state, but after power cycling, connectivity was restored. This was not a serious problem given the short interruption of work, but can you tell me whether there was an issue on either Velcom or Bell's side that would account for this behaviour?

Sincerely,
- Jeremy Cooperstock

Dear Mr. Contaldi and M. Gignac,

I stand corrected. Since my last email, connectivity has been intermittent with runs of several minutes of no connectivity. If this persists, I will need to switch again to my wireless plan.

Sincerely,
- Jeremy Cooperstock

Dear Mr. Contaldi and M. Gignac,

DSL is out again. I've been unable to connect since approximately 12:00 so am required again to incur expenses in the use of my wireless plan to carry out the work I have for this afternoon.

Sincerely,
- Jeremy Cooperstock

Dear Mr. Contaldi and M. Gignac,

It has now been almost 21 hours and I am still unable to establish a DSL connection. We are missing numerous telephone calls as a result and this is creating continued problems for my family.

I can understand an occasional interruption in DSL connectivity, but these continued lengthy periods of "no signal" are becoming intolerable. When will you provide me with a reasonably stable service?

Sincerely,
- Jeremy Cooperstock

Dear Mr. Contaldi and M. Gignac,

It has now been almost 48 hours and I am still unable to establish a DSL connection. We are continuing to suffer disruption to our normal schedule as a result of your failure to deliver the service for which I am paying.

We have seen several Bell trucks in front of our house over the weekend and there is presently a Bell technician working on the wiring across the street from my house. I would like to think that this is an indication of your efforts to resolve these ongoing problems, but I have received no confirmation from you that this is indeed the case.

Could you kindly let me know what action, if any, you are taking to restore our service?

Sincerely,
- Jeremy Cooperstock

This is ongoing issue that will probably never get resolved permanently, seeing from the pattern. Not sure what the problem could be.

Do you want to open a ticket? If so we will require a security deposit and signed document. We will require a document drafted by us, not by yourself unfortunately.

If Mr GIgnac is ok with opening a ticket then let me know and we can open the ticket without any deposit or signed documents.

Mr. Contaldi,

Is this a joke? If so, I am not in the least amused.

Your continued failure to provide the minimal level of reliability in DSL service for almost a year and a half makes a mockery of your advertised claims, which I repeat from your home page of velcom.ca:

At Velcom, we have high standards. Our primary goal is to be the strongest, most infrastructurally sound Internet Service Provider in Canada. We put our years of experience to work for you every day, and are committed to providing 100% customer satisfaction to every client

Many ISPs entice new clients with a set of low price points that seem too good to pass up. Unfortunately, they are also too good to be true. Very quickly, the hidden costs of these "super-saver" ISP's become painfully clear: Reduced customer support, limited uptime, suspect security measures. The few pennies saved on the front end can't compare to the dollars lost on the back end.

At Velcom, we offer a cadre of competitively priced services without sacrificing speed, efficiency or reliability. Sign up now

I can't recall how many times I have told you that you have my permission to open whatever number of tickets and take whatever security deposits you need to fix this problem once and for all. I even provided you with a signed letter to this effect. You have indicated previously that my letter is inadequate for your purposes, but you have never provided me with an alternative.

Between Velcom and Bell, you have a serious problem. Your continued inability to provide me with reasonable DSL service is costing me significant expenses in an alternative wireless data plan. It is also causing considerable stress and difficulty for my family in terms of the loss of our home phone service during the periods when you are failing to provide the service for which I am paying.

Beyond recovery of these direct out-of-pocket expenses I continue to incur, I will be amending my claim in Small Claims Court to include additional damages for trouble and inconvenience.

Please act accordingly.

Sincerely,
- Jeremy Cooperstock

Hello Jeremy.

You did provide a letter created by you. That's not acceptable. We require a letter created by Velcom.

We always require security deposits for opening tickets. I will contact Mr Gignac again to see if we should go ahead and open a ticket.

Mr. Contaldi, M. Gignac,

For your benefit I filmed a brief video this afternoon demonstrating that when connected directly to the NID, the DSL modem supplied by Bell fails to establish a DSL connection. The same is true for the Technicolor modem that I purchased from Velcom.

I have now gone without any service from you since Saturday noon, that is, more than 80 hours. My family has been without home telephone service this entire time. I have informed you repeatedly of the problem, I have authorized you to take a "security deposit", I have asked you to take corrective action, and warned you of the remedy I will be seeking in court for the trouble and inconvenience that your neglect of this situation is causing me.

I am at a total loss to understand why no ticket has been opened, and why no technician has taken action to restore service. Please explain.

Sincerely,
- Jeremy Cooperstock

Mr. Contaldi,

You have never provided me with this "document you have drafted", which is why I took the initiative of providing you with my own on December 2, 2014.

Out of curiosity, is this how you conduct yourself with all of your customers?

Sincerely,
- Jeremy Coopertsock

Dear Mr. Contaldi,

You are incorrect. The last time I contacted Velcom support was January 6, 2015. Please see www.cim.mcgill.ca/~jer/velcom for my history of correspondence with your company. If it will expedite an effective solution to these problems, ongoing since August 2013, for me to copy your "support line" on all future correspondence, I will gladly do so. Similarly, if you can tell me how to "give a deposit" to avoid your continued obfuscations regarding the process necessary to compel you to take corrective action, I will also gladly do so.

With regard to your suggestion to ensure that I am "around" when the technician arrives, I must remind you that:

a) the damage caused to our internal house wiring by a previous Bell technician had no relation whatsoever to the state of our DSL connectivity, but only limited my freedom to position the modem and telephone where I wish them to be

b) despite being "around" when the last technician was present, this did not prevent you and/or Bell from cutting all of my DSL service a mere one month later

I have communicated to you repeatedly, since August 2013, that all of the problems we experienced and continue to experience with DSL connectivity stem from the signal arriving to our NID, not to the wiring internal to our home. The same problems we suffer establishing DSL connectivity manifest both at jacks inside the house as they do when connected directly to the NID. Thus, the technicians simply need to ensure reliable signal delivery to our NID, which they can do without requiring entry to my house -- they only need a ladder to pass over the fence in my backyard.

As I informed Andrew of your "support department" yesterday, I was available both yesterday afternoon and this morning to be present while a Bell technician effected repairs. I am not available tomorrow. Nevertheless, I received a call this morning indicating that a Bell technician will be dispatched to my house tomorrow. Should the Bell technician(s) require me to be present during their repair, I will be here on the weekend. Please let me know when to expect the technician(s).

Sincerely,
- Jeremy Coopertsock

Mr. Contaldi,

You haven't told me when to expect the technician.

As for your suggestion that in the future, I phone support, you seem to ignore the fact that thanks to your being the "most infrastructurally sound Internet Service Provider in Canada", I haven't had a functioning telephone service for the last 5 days. Yesterday was the first day I was at the university this week, where I could use my office phone.

More significantly, as you will note from the history of my correspondence with your company, on the last occasions when I did attempt to phone Velcom support, I waited on hold for times ranging from 30 to 70 minutes, sometimes with the call being dropped. Despite the high frequency of incorrect statements in your email replies, emailing you has proven to be a far quicker mechanism to reach someone at Velcom.

Sincerely,
- Jeremy Coopertsock

Mr. Contaldi,

As I told you before, I don't have telephone service at present.

I asked you a simple question: when should I expect the technician? Would it inconvenience you terribly to answer it?

Sincerely,
- Jeremy Coopertsock

I just spoke to support and they mentioned they spoke to you yesterday over the phone.

Use live help here: http://ss.velcom.ca/2015-02-12_11-52-35.jpg to contact support.

You told them preferred time for technician so you should already know specifics on time for the ticket.

I emailed Normand but haven't received a response to see if any supervisor would attend with the technician.

I don't have access to the ticket system myself so I can check details around it, only support does.

Use the 800# if long distance charges are what concerns you: 1-888-683-5266 or live help on the website.

Mr. Contaldi,

You seem to have some difficulties with the basics of telephony. With your indulgence, I'll try again: I am presently at home, where, because of your failure to provide service, I have not had a functioning telephone service since approximately noon on Saturday, February 7. Therefore, I cannot, at present, call your support department, regardless of whether the number is local or long distance.

Please let me know if this is still too difficult for you to understand.

With regard to "so you should already know specifics on time for the ticket", I'm afraid not. I was at the university yesterday, during which time, I had access to my office telephone. When Andrew of your "support department" reached me at my office yesterday, I indicated that I was available that afternoon and this morning. However, the voice message from Bell that was left for me this morning on my work number indicated that the technician was coming tomorrow (Friday), when I will not be home.

As I explained to you at 10:20 this morning, that would be fine, provided that the technician brings a ladder so as to pass over the fence in my back yard. However, since you wish me to be home when the technician visits, I indicated that I will be available this weekend, and asked you to let me know when the technician is expected.

For clarity, I am able to access voice messages left on my work number through a web client, by way of the wireless data plan that I am using until you restore DSL service.

Your LinkedIn profile indicates that you are the owner or CEO of Velcom. I find it difficult to believe that given your position in the company, you would be unable to access your own ticket system. Nevertheless, if your statement to this effect is true, you will note that I have also cc'd your support department on my previous three emails, asking when to expect the technician.

I remain awaiting a response from them, as per their automated reply, "One of our agents will get back to you as soon as possible."

Dear Customer,

We have received a notification from Bell that they will send a technician out on the Feb. 13th from 8 AM - 12 PM.

Someone 18 years of age or older must be present for the appointment. If you are in a building, the tech may need access to the communications.

Kind Regards,
Alex Zartler

Dear Mr. Zartler,

As I clearly communicated yesterday to Andrew Ronson and through my multiple emails today to Rob Contaldi, I will not be present tomorrow, February 13, from 8 am - 12 pm.

Once again, the Bell technician need only effect repairs to ensure signal delivery to the NID, which does not require my presence. However, the technician will require a ladder so as to pass over the fence in my back yard.

If Velcom and/or Bell prefers to delay further in effecting repairs until I am present, I will be available this weekend, as indicated previously, in which case, kindly let me know when to expect the technician's visit.

Sincerely,
- Jeremy Coopertsock

Dear Mr. Cooperstock,

We will reschedule the appointment in Bell for this weekend and let you know about any updates regarding this issue.

Kind Regards,
Alex Zartler

Dear Customer,

Bell confirmed that one of their field techs will be dispatched on Saturday, Feb 14th. between 8 am and 12 pm.

Kind Regards,
Kevin Crowley

Dear M. Gignic, Mr. Contaldi, Velcom Support, and Velcom Escalation,

I recently received a voice mail on my work number as attached. I don't see any Bell technician in front of my house, nor has anyone rang our doorbell this morning. As I have made clear repeatedly for the past week, we do not have functioning telephony at home at present because of your collective inability to provide us with service.

As per your message below, we are expecting one of Bell's "field techs" to effect the DSL repairs today between 8 am and 12 pm. Kindly honour your obligations to do so.

Sincerely,
- Jeremy Coopertsock

Dear M. Gignic, Mr. Contaldi, Velcom Support, and Velcom Escalation,

As you will note from the "chat" transcript below with Bell Canada, I am requesting activation of home telephony as an emergency measure since neither Velcom nor Bell Canada seem to be responsive to my repeated requests to restore our DSL connectivity.

Naturally, I will be including any associated costs of the residential phone service as additional damages on my claim before the Small Claims Court. However, to make sure that I have given you every opportunity possible to resolve this ongoing problem before incurring further expenses, I am writing you once again to ask whether you will now have a technician restore our DSL connectivity, as you had committed to do between 8 am and 12 pm today.

If I do not hear from you by the end of the day, I will assume that you are continuing to refuse to take corrective action.

Sincerely,
- Jeremy Coopertsock

A chat representative will be with you in about 0 minute(s). Thank you for waiting. Gordon has joined the session and is ready to help. To start, please provide your name and home phone number. Gordon: Hello, thanks for visiting bell.ca. How can I help you today? You: Hello Gordon. We have been waiting for one week for a technician to repair whatever has cut the dry-loop DSL service to our home (from a third-party provider), but the technician that was supposed to show up this morning did not appear. At this stage, as a short-term (and urgent) solution, I would like to ask Bell to activate a residential telephone service for us, until such time as this matter is resolved. Gordon: Sure, I can help you with that. Gordon: To help you better, May I know the services you have with Bell at present? You: none Gordon: I welcome you to Bell family ! Gordon: Before we proceed further, I'd like to verify the availability of services in your area. Gordon: May I have your address with the postal code please? You: [...] Gordon: Great News! Your address qualifies for Bell Fibe Internet , home phone and fibe tv Gordon: Are you looking for any calling features with our Home phone service, like Caller ID, Voicemail etc.? You: Gordon, please, I'm trying to be very clear and make this as simple as possible: I only want to resolve a short-term problem that persists because Bell has not sent a technician to restore our DSL service for a full week. I thus only require that my home telephone service be activated until this is fixed. Gordon: I completely understand. Gordon: I would really like to help you in this, but since I'm a online shopping assistant, we do not have access for this. Gordon: For this specific request, I recommend you to call the number at Your area code +310-BELL (2355) (no charge). Gordon: I assure that our support team will assist you in this regard. You: Ok, could you please let me know how to contact an agent who can help? Gordon: You can also reach them directly at 1 800 668-6878 (no charge). You: Gordon, I don't have a telephone service because Bell has not sent a technician to restore our DSL service for a full week. I need an email address or an on-line chat URL to contact someone and I need to deal with this immediately. Gordon: I'm really apologize for that, Gordon: Unfortunately, we do not have that options for support. Gordon: You need to call our support team to resolve this issues. You: Is it possible for you to call the 1-800 number on my behalf and explain the situation? Once again, I cannot call your support team because Bell has not sent a technician to restore our DSL service that we rely upon for our VoIP telephony. Gordon: Since I'm a online shopping assistant, we do not have access for emails or phone calls. You: Gordon, are you in Canada? Gordon: Yes, we are in Ottawa You: Great. Do you, or someone near you, have a telephone? Gordon: Since we are a online shopping assistant, we do not have access for emails or phone calls. You: Do you not have a telephone for your personal use? Gordon: Yes, we should not use our phones , since we are a online shopping assistant, You: Ok, but in this instance, as an online shopping assistant, you can assist me in shopping by making the call to the 1-800 number you listed above, since I am unable to do so. You: And the reason I am unable to do so is because Bell has not sent a technician to my house, to repair our service. Gordon: I'm extremely sorry for that, unfortunately, we do not have that option with us. Gordon: To resolve your issues, you need to call our support team. Gordon: They only have the access in that. You: But you just told me that you have a telephone. And I have explained that I cannot call your support team, because I do not have working telephony. You: So perhaps you could simply call the 1-800 number and relay this information to the right people. You: If you like, you can say that you are calling on my behalf. Gordon: I can pass this information to my higher officials for sure. Gordon: However, to resolve your issues, you need to call our support team . You: That would be most appreciated. I'll stay on the chat while waiting for the response. Gordon: However, to resolve your issues, you need to call our support team . You: As I indicated already, I can't call your support team. You: If, however, Bell would send the technician as Bell was supposed to this morning, then I would (hopefully) not have this problem. Gordon: As I mentioned above, we do not have access for phone calls, to call behalf of you. You: But you just told me that you have a telephone. You: Thus, you have the means to resolve the current impasse by using it to call the 1-800 number on my behalf. Gordon: I apologize for not meeting your expectations at this moment, However I assure you that we're continually taking steps to meet the customer expectations. Gordon: You need to call our support team in this regard. You: Well no, you are not taking steps to meet my expectations. I cannot call your support team because Bell has deprived me of the ability to do so. Gordon: We do not have the access to call support team . You: But you have a telephone, so you can call the 1-800 number you provided above. Gordon: Sorry, to resolve your issues,. you need to call the above number, we should not do that for you. You: Gordon, will you lose your job if you call the 1-800 number on my behalf? You: Gordon, if you're unwilling to answer that question, could you possibly ask your superior to take over this chat session? Gordon: Please stay online, let me transfer this chat to my Supervisor You: Thank you very much. You: Gordon, is there some way of knowing how long it will be for your Supervisor to take over this chat? Gordon: Please stay online. Gordon: Let me transfer you to Supervisor. Thanks for waiting. We are now transferring you to Lindsay. Lindsay has joined the session and is ready to help. To start, please provide your name and home phone number. You: Thank you Gordon. Good afternoon, Lindsay. Lindsay: Hi I am Lindsay Floor supervisor You: Lindsay, if you're able to review the dialogue above, you'll hopefully appreciate my situation. You: Please let me know if you have any questions. Lindsay: Please stay online, let me check the chat session You: Thank you, Lindsay. Lindsay: Thanks for your time Lindsay: I understand that, you have the issue with the delay in installation Lindsay: Or the technician visit to repair your home phone lines You: No, I am not facing delays in installation. Lindsay: It is the delay in installation visit to repair your lines You: Rather, I have been awaiting the arrival of a technician to repair a non-functioning DSL (dry loop) service. Lindsay: Am I right? Lindsay: Do you have Internet service or Home phone service with Bell? You: As a result, I have been without home telephone service for one week. You: I have neither. I cancelled my home phone service with Bell when Bell gave away my home number without authorization. Lindsay: Is that a third party line that you wish to activate through Bell? You: Now, as a short-term measure to restore home telephony while awaiting a repair of the DSL service, I am requesting that Bell activate home phone service. Lindsay: I am sorry, we don't have the access to the technical department online to resolve this issue. Lindsay: You will need to contact our support team to get this issue resolved You: I don't have a third party line. I am supposed to have DSL service, provided by a third-party provider through Bell's infrastructure. Lindsay: I am sorry, we don't have the access to this online You: I am not seeking support, since I understand from the CRTC and the CCTS that I have to contact support through my third-party provider. Lindsay: I will give you a support number who can help you with this You: I am seeking home telephony service. Lindsay: Please call 1 800 668-6878 (no charge). You: As I indicated to Gordon, above, I cannot call that number because I don't have telephony. You: This is why I asked Gordon if he could call that number on my behalf. Lindsay: You can call that number from any phone line. You: Lindsay, I don't have a phone line. Lindsay: You dont need Bell phone line to call that number Lindsay: You can also call that line through a pay phone You: I'm not sure where I can find a pay phone. You: Would it not be possible for you to simply convey my request to activate residential telephone service at my address immediately? Lindsay: If you wish, I can help you in placing the order for the Bell Home phone service and get the installation done at your place at the earliest Lindsay: So that you will get the Bell Home phone lines active You: Absolutely! You: Thank you so much. Lindsay: Are you comfortable with that? You: Yes please. We have been without any home telephony for one week now, despite multiple requests for help. You: How long will it take to have the installation done? Lindsay: To reconfirm you wish to order home phone service at [...] You: That is correct. Lindsay: Did you placed the order for Home phone online with Bell anytime before? You: We had home phone service with Bell up until 2011. Lindsay: Perfect! Lindsay: I will get the package details for you Lindsay: Are you looking for any calling features with our Home phone service, like Caller ID, Voicemail etc.? You: No Lindsay, as I indicated to Gordon, I simply want to have home telephony again, until our DSL service is restored. Lindsay: I will get you a basic package Lindsay: I recommend our Home Phone LITE package. Enjoy the most reliable home phone service, which offers great sound quality, compatible with any alarm system and reliable connections to 9-1-1 and emergency services. Home Phone LITE includes unlimited local calling and one calling feature free for three months. Lindsay: It is $34.95/month Lindsay: Free installation You: Sure, how long will it take to have this service activated? Lindsay: One time activation fee $49.95 Lindsay: No contract Lindsay: At the time of placing the order, I will get the exact installation date for you Lindsay: Let's proceed ordering? You: Yes, whatever will expedite us having home telephony for now. Lindsay: I will transfer the chat to Gordon now, and she will place the order for you and get the installation date to you. Lindsay: Please give me 2 minutes Lindsay: To reconfirm, Do you have Internet service with Bell? You: No, I do not. Lindsay: Perfect! Lindsay: One moment please Thanks for waiting. We are now transferring you to Gordon. Gordon has joined the session and is ready to help. To start, please provide your name and home phone number. You: Hello again, Gordon. Gordon: Hi You: I assume you require further information from me, but you have not yet specified what. You: Hello, Gordon. Are you there? Gordon: Sorry , for the delay You: No problem. Gordon: I am going to create an order for you, please do not close this chat window until you get the confirmation number for your order. Gordon: Please allow me to ask you few questions so that I can start the order from my end. Gordon: Your price includes e-bill ! The most covenient and fast way to get your monthly bill ! You: Please tell me what more you need from me in order to activate the service that I asked you to do at the beginning of our dialogue. Gordon: To get the new service, you need ID like SIN. You: Are you asking me to supply you with a numeric identifier? Gordon: Yes, that's correct. You: how many digits should this be? Gordon: It would be 9 digits Gordon: It consists of 9 digits You: ok. [...] Gordon: I'm going to confirm the order I am about to place. Please note that this transcript, along with the information I will provide below can be printed for your reference. Gordon: Your services will be installed at [..] Gordon: Home Phone Lite includes unlimited local calling and costs $32.95per month. This price includes a touch tone fee of $2.80, a 911 fee of $0.15 and and a municipal 911 fee of $0.40. Gordon: Canada and U.S. long distance is $0.40/minute and a $3.50/month network charge applies on first call. Gordon: Your total monthly fees payable for all the services are a total of: $32.95 after time-limited promotions end. Gordon: Installation will be billed at $xx . Gordon: All prices are before tax and subject to change Gordon: The service is provided by Bell Canada or a related Bell company with an address at 1 Carrefour Alexander-Graham-Bell, Building A-7, Verdun, Quebec H3E 3B3. Bell Client Care may be reached at 310 BELL (2355). Gordon: A onetime activation/installation fee of $49.95 will be charged on your bill within 4-6 weeks of activation. Gordon: Before I place the order, please access this link http://www.bell.ca/styles/common/all_languages/all_regions/pdfs/Bell_Terms_of_Service.pdf and confirm that you have read and accepted the Terms of Service You may also choose to print the information on this page for future reference. Gordon: Do you agree to the Terms of Service? Please answer Yes or No.

Dear M. Gignic, Mr. Contaldi, Velcom Support, and Velcom Escalation,

Since there was no reply to my emails of yesterday, apart from an automated response from Velcom confirming receipt of my ticket, I have now proceeded to order analog telephone service installation as a short-term emergency measure (see "chat" transcript below). All associated costs will be added to my Small Claims action against you.

I remind you that I remain awaiting repair of my non-functioning DSL service. Until this is resolved, I continue to incur charges for use of a wireless Internet service, which I will also be adding as damages to my Small Claims action.

Sincerely,
- Jeremy Coopertsock

A chat representative will be with you in about 0 minute(s). Thank you for waiting. Rhonda has joined the session and is ready to help. To start, please provide your name and home phone number. Rhonda: Hello, thanks for visiting bell.ca. How can I help you today? You: Hi Rhonda, I'd like to set up home phone service with Bell -- just the basics, nothing else. I had this all ready to go yesterday when my wireless Internet connection ran out of battery, so am just resuming where we left off. You: My home address is [..] You: and I'd selected an ID of [...] Rhonda: Sure, I will help you to place the order and schedule the installation date to get the home phone service. Rhonda: Please stay online, let me check it for you. Rhonda: To help you better, May I know the services you have with Bell at present? You: none Rhonda: I welcome you to Bell family ! Rhonda: Let me explain you the package and pricing details. You: I'll save you the trouble: I can paste the full log of my chat yesterday with Gordon who gave me the details Rhonda: I recommend our Home Phone LITE package. Enjoy the most reliable home phone service, which offers great sound quality, compatible with any alarm system and reliable connections to 9-1-1 and emergency services. Home Phone LITE includes unlimited local calling and one calling feature free for three months. Rhonda: No problem. Rhonda: It will cost $34.95/mo . You: Please skip the advertising... I've been through it all before. Here's the last chunk of the chat with Gordon: You: Gordon: Your services will be installed at [...] Gordon: Home Phone Lite includes unlimited local calling and costs $32.95per month. This price includes a touch tone fee of $2.80, a 911 fee of $0.15 and and a municipal 911 fee of $0.40. Gordon: Canada and U.S. long distance is $0.40/minute and a $3.50/month network charge applies on first call. Gordon: Your total monthly fees payable for all the services are a total of: $32.95 after time-limited promotions end. Gordon: Installation will be billed at $xx . Gordon: All prices are before tax and subject to change Gordon: The service is provided by Bell Canada or a related Bell company with an address at 1 Carrefour Alexander-Graham-Bell, Building A-7, Verdun, Quebec H3E 3B3. Bell Client Care may be reached at 310 BELL (2355). Gordon: A onetime activation/installation fee of $49.95 will be charged on your bill within 4-6 weeks of activation. Rhonda: Thank you for the information. Rhonda: I will place the order for you for home phone now. Rhonda: Shall we proceed with the order now for home phone lite package ? You: thank you You: yes Rhonda: Thank you. Rhonda: I am going to create an order for you, please do not close this chat window until you get the confirmation number for your order. Rhonda: May I have your full name like how you want your name to appear on Bell bill? Rhonda: Format: Mr/Ms/Mrs/Dr, First name & Last name You: Dr. Jeremy Cooperstock Rhonda: Do you have Home Phone service with any other service provider now and if yes would you like to bring it to Bell? You: I have a VoIP service that I will retain. Once Bell's technicians finally show up and ring our doorbell to repair the non-functioning DSL service on which we rely, I plan to cancel the Bell telephone service and return to using our VoIP service. Rhonda: Bell is not offering Voip service and we are offering analog home phone service. Rhonda: However you will get the new home phone number with Bell. You: I am aware of that. I attempt to have DSL service provided by a third party, but neither they nor Bell Canada have been very cooperative in ensuring that it remains operational. Rhonda: No problem, let's get start now. Rhonda: You will be getting new system generated home phone number with Bell. You: Yes, I understood that. Rhonda: Thank you for understanding. Rhonda: Also, please provide me with these details: Rhonda: Email Address: Rhonda: Primary Contact number: Rhonda: Alternate Contact number: You: Email: jer@cim.mcgill.ca You: Primary #: 438-[...] You: Alternate: 514-[...] Rhonda: Thank you. Rhonda: We’ll set you up with Bell e-bill! Hassle free billing, all done online! You'll get a notification via email each month as soon as it’s available! Fast, efficient and reliable! Rhonda: As part of the order process, we may need to do an external credit check. Do I have your approval? You: Of course. Rhonda: Thank you, may I have your SIN along with your date of birth in the following format - MM/DD/YYYY? You: [...] Rhonda: Thank you for your information. Rhonda: Just to confirm, Your DOB: [...] and SIN: [...] , Right ? You: That is the information I provided. Rhonda: Thank you for confirmation. Rhonda: I'm going to confirm the order I am about to place. Please note that this transcript, along with the information I will provide below can be printed for your reference. Rhonda: Your services will be installed at [...] You: correct Rhonda: Home Phone Lite includes unlimited local calling and costs $32.95 per month. This price includes a touch tone fee of $2.80 and a 911 fee of $0.15. Rhonda: Canada and U.S. long distance is $0.40/minute and a $3.50/month network charge applies on first call. Rhonda: Your total monthly fees payable for all the services are a total of: $32.95 after time-limited promotions end. Rhonda: You have chosen e-bill ; A green choice that is the fastest, most efficient and reliable method to follow your monthly Rhonda: You have chosen e-bill which comes at a charge of $0 per month Rhonda: Installation will be billed at $0 . Rhonda: All prices are before tax and subject to change You: very good. When will the installation take place? Rhonda: Sure, I will let you know the installation date and timing details. Rhonda: A onetime activation/installation fee of $49.95 will be charged on your bill within 4-6 weeks of activation. Rhonda: The service is provided by Bell Canada or a related Bell company with an address at 1 Carrefour Alexander-Graham-Bell, Building A-7, Verdun, Quebec H3E 3B3. Bell Client Care may be reached at 310 BELL (2355). Rhonda: Do you agree to the Terms of Service? Please answer Yes or No. You: yes Rhonda: Thank you for agreeing. Rhonda: Please stay online. Rhonda: I am checking the installation date for you. Rhonda: Thank you for waiting. Rhonda: I am really sorry for the delay, I appreciate your patience. Rhonda: You can get the installation date on Tuesday February 17, 2015 between 8 a.m. to 5 p.m. Rhonda: Is that fine with you ? You: that's a pretty wide window. Is it possible to specify this for the morning? Rhonda: That is absolutely fine! Rhonda: I have double check that, it is not mandatory you to be available at the time of installation. Rhonda: The installation is only need to be done by our tech. He will just on the line from the central office. Rhonda: On that day, you need to plug in your cable to the phone jack in order to check the line is connected or not from the central offic. Rhonda: So installation time and window is not required for that. You: Ok, that's good to know. Rhonda: Thank you. You: So I can expect to have functioning analog telephone service by mid-day on Tuesday? Rhonda: I would like to review few important things with you before I submit your order. Rhonda: Sure. Rhonda: Our technician will install the home phone service on Tuesday. You: thank you. Rhonda: Just a small recap: Rhonda: Name Jeremy Cooperstock Rhonda: Service address [...] Rhonda: Home phone lite cost $32.95/mo Rhonda: No contract. Rhonda: One time activation fee cost $49.95 Rhonda: Technician may come at any time between this interval. A person of 18 years or older must be in your home during the installation. Average length of appointment: 2-4 hours. Rhonda: Installation date is on Tuesday February 17, 2015 Rhonda: Shall I go ahead and submit the order? You: yes, but I thought you said above that the tech "will just on the line from the central office". Is that not the case? Rhonda: Yes, our technician will connect the home phone service from our central office. Rhonda: Its the average appointment for the technician to install the bell service. Rhonda: As its the home phone service, he will install it from the central office to get Home phone line at your location. You: I apologize for my confusion, but I'm just trying to understand why " A person of 18 years or older must be in your home during the installation. Average length of appointment: 2-4 hours." if everything is done from your central office -- in other words, why do you need someone to be home during this time? Rhonda: You are right. I'm sorry. I have send the information as it is a general information. Rhonda: Since you are only ordering the home phone service now it is not required. As I mentioned above the line will be activated from central office from our tech. Rhonda: You just need to plug in your cable to the phone jack to start using the services on the installation date. Rhonda: So no worries. Rhonda: Kindly ignore that. You: Thanks for clarifying. I assume that the line "Technician may come at any time between this interval. A person of 18 years or older must be in your home during the installation. Average length of appointment: 2-4 hours." is automatically generated by your system on all orders, but doesn't actually apply in this case. Rhonda: Exactly, you are correct. Rhonda: It will not apply in this case for home phone service. You: In all seriousness, Bell should promote you to a higher-level position where you can advise other agents how to interact honestly with customers. Rhonda: Thank you for your appreciation. You: Thank you for your help, Rhonda. Rhonda: Shall we go ahead and submit the order ? You: Yes of course. Rhonda: Please stay online, let me provide you the order confirmation number. Rhonda: Thank you for your patience. A confirmation email with details of your order has been sent to : jer@cim.mcgill.ca. Have you received it? You: Not yet. Does the confirmation mail get sent immediately from a properly configured mail server? Rhonda: No problem, you will receive this in your email soon. In this detailed confirmation email you will find your order number ( E46K77L5), your installation date (02-17-2015) as well as a link to "Set up MyBell Account". You: thank you very much. Rhonda: Please click on this link from the email and follow the step-by-step instructions to create your profile. After creating your MyBell profile, you will be able to change the date of installation (if needed) , manage your billing online, and modify your services whenever you want! Rhonda: Pleasure is mine to help you today. Rhonda: Is there anything else I can help you with today? You: Only if you can expedite the arrival of a Bell technician to restore our DSL service, and ensure that the technician actually rings our doorbell. Rhonda: Sure. You: You're serious? Rhonda: I apologize. Actually we have done with the order and it is for the home phone service. The technician will not come at your place to install the home phone service. As we discussed above. You: Yes, I understood that. I was referring to another technician who deals with DSL-related issues, as one such technician apparently came to our house yesterday but didn't ring the doorbell, and then left. Rhonda: I am sorry to know that. Rhonda: I will help you with the contact number to get the technician who deals with DSL related issues. Rhonda: I request you to contact at 1 800 668-6878 (no charge). Rhonda: I am sure, he will rings the doorbell and helpsyou with your DSL issues You: Thanks. But unfortunately, I don't have telephony at home at present, which is why I've had to request the analog line as an emergency measure for now. Rhonda: Sure, I understand. Rhonda: Not to worry, you can contact bell soon with our home phone service to get the issue cleared with your DSL service. Rhonda: I really appreciate your patience. You: Thank you, Rhonda Rhonda: Thank you for using bell.ca for self-serve solutions. We welcome your feedback, Please click on “Close” at the top right corner to end the chat and fill out a short survey. Rhonda: Please spare a minute to fill the survey. Your validation defines our service! Rhonda: Have a great day!

Dear Mary,

As I indicated in my email of Saturday, February 14, the Bell technician who apparently came to our house did not ring the doorbell. If you could arrange for a technician to return today *and ring the doorbell*, I am at home. Please confirm what time I should expect the technician.

Sincerely,
- Jeremy Cooperstock

Dear Mary,

I am home today and Thursday, 8:00-17:00.

- Jeremy

A chat representative will be with you in about 0 minute(s). Thank you for waiting. Sylvie has joined the session and is ready to help. To start, please provide your name and home phone number. Sylvie: Hello and welcome to Bell's chat service. How may I provide you with excellent service today? You: Hi Sylvie. I requested installation of home telephone service that was supposed to be active as of mid-day today, but there is still no dial tone on my line. You: Can you check to see whether the circuit was activated? Sylvie: In order to assist you may I please have your name, address and phone number ? You: Name: Jeremy Cooperstock; address = [...]; phone number not yet known Sylvie: It is a new installation ? You: Sylvie, I thought I made that fairly clear from the outset of this chat: "I requested installation of home telephone service that was supposed to be active as of mid-day today" You: Can you check to see whether the circuit was activated? Sylvie: I will verify the order for you. Usually they have all day to activate a new line. You: When I placed the order with "Rhonda", she confirmed that I could expect to have functioning analog telephone service by mid-day on Tuesday. Sylvie: May I have your postal code or the order number if you have it with you ? You: [...] You: order number: E46K77L5 Sylvie: Thank you. Would you mind waiting while I verify for you ? You: How long do you expect the wait to be? Sylvie: It should not be long , I just have to verify the order. You: Please forgive me but I'd like to be clear on what "it should not be long" means. Are we talking about 5 minutes or an hour? Sylvie: The order is in the system , it will be completed by the end of the day. You: So the line has not yet been activated? Sylvie: Until the order is completed, the line is not activated. They have until the end of the day to complete the order. I am sorry for the inconvenience. You: Unfortunately, this contradicts the information I was supplied by Rhonda when I placed the order. Could you tell me what time is "end of the day" so that I know when to expect service to be active? Sylvie: They have until 18h , to activate a line. If you wish I can transfer you to the new installation department , they will be able to confirm everything. You: Yes please. I'd like to confirm the information, since I've already been misinformed by a previous Bell representative. Please wait. We are transferring you to the specialist best suited to help you. Maury has joined the session and is ready to help. To start, please provide your name and home phone number. Maury: Hello, thanks for visiting bell.ca. How can I help you today? You: Hello Maury. I wanted to re-confirm with you the information that Sylvie provided above. Maury: Hi there! Maury: Let me check . You: Thank you. Maury: I can see that you have placed the order home phone correct ? You: that is correct Maury: The Line will activate by Tuesday February 17, 2015 between 8am to 5pm Maury: Just you need to plug in the device . Maury: Now also you can check if its working . You: Ok, now the problem is that I've been given three different times by three different Bell representatives. Rhonda told me I could expect active service by noon, Sylvie told me 18h, and you've just told me 5 pm (17h). Is there someone there who can tell me whom to believe? Maury: I can assure you that today end of the day your Home phone will start working . Maury: So today before 5pm it will start working . You: And what if, despite your assurances, my home phone does not start working before 5 pm? Maury: I'm sure it will start working as I can see in my system , I'm giving the details per my system update only . Maury: For further assistance on your order, you can reach us at : Maury: From Ontario & Quebec: Your area code +310-BELL (2355) (no charge) Maury: From anywhere else in Canada & U.S: 1 800 668-6878 (no charge) You: Well no, the problem is that I can't reach you by phone until my phone service is operational. Maury: You can reach me on this chat window . Maury: Your Bell home Phone number 514-489-9403 Maury: Please make a note of it . Maury: plugin the device from the Home phone jack . Maury: And check if its working . You: So if, at 5 pm today, I still don't have a functioning telephone service at home, I can chat directly with you through this same chat window? Maury: Certainly correct . Maury: Have you noted down the number ? You: Just to be sure I understand you, you're going to keep this window open the entire day, and I simply need to return here to continue the dialogue with you? You: Yes, I have noted the number. Maury: Please plugin your Home phone device into Home Jack and check if its working . You: I have done so. The line is not operational. You: That's why I have contacted you. Maury: Yes you can ask for my Name - Maury they will transfer this chat to me . You: And you will be on-line at 5 pm today? Maury: No problem , let it be connected and keep checking . Maury: Yes You can reach me . You: Wonderful. Now, since you're sure that the line will be operational by 5 pm, would you like to place a wager on that? You: A small amount, whatever you're comfortable with, would be fine with me. Maury: Sure once I will reach home . You: Now there's a problem with that. You've just told me that you'll still be at work at 5 pm, so once you reach home is sort of too late to make an effective wager. Maury: I will be available till 6pm . Maury: And till that time , I'm unable to use any kind cell phone or home phone . You: Yes, but then waiting until after 6 pm to place a bet for something that is supposed to take place by 5 pm doesn't seem exactly in the spirit of wagering. Maury: Opps sorry I thought burger ,... You: No, a burger is something you eat. A wager is something one makes between two individuals who disagree on the likelihood of a certain outcome. Maury: Sorry I'm not good in gambling Maury: Yes I knew . You: Nor am I. But after several years of being misled by various Bell representatives, I'm feeling lucky today. Maury: I can assure you that your home phone will work by end of the day . You: And since you're sure that my home phone service will be operational by 5 pm today, I thought you might be willing to accept a modest bet on the subject. Maury: I certainly understand that but your Line will activate from the head office so I can assure you that it will work by end of the day . You: Great! So you should have no reluctance to make a bet to that effect. Maury: I wish to but , Unfortunately I do not have access . You: What sort of access do you need? I'll take your bet through this "chat" dialogue if you like. Maury: Let me think . You: Take your time. You: As full disclosure, I refer you to www.cim.mcgill.ca/~jer/velcom -- that web page provides some background that will explain why I've reached the point of placing bets as to whether anything Bell representatives tell me is at all credible. Maury: Thank you for waiting . You: You may wish to scroll well down toward the bottom of the web page to focus on the more recent events. Maury: Sorry I unable to access this package , however I have double check with my supervisor , since there still time for the activation , Please wait till that . Maury: If its not working , You can ask for my name , and I will help you further . You: I take it that you're refusing my offer to place a wager. Would your supervisor like to do so? Maury: Let me ask . Maury: Thank you for waiting . You: My pleasure. Maury: I'm transferring this chat to my Supervisor , please stay online . You: Wonderful. Thanks for waiting. We are now transferring you to Erica. Erica has joined the session and is ready to help. To start, please provide your name and home phone number. You: Hello Erica. How are you today? Erica: Hi Jeremy. Erica: I am fine. Thank you for asking. You: So Erica, as you are surely aware, Maury is certain that my home phone service will be functioning by 5 pm today (and I assume that we're all in the same EST time zone). Erica: Maury have informed me about the issue. You: And I'd like to ensure that should Maury's assurances turn out to be as valuable as the many others I've been given by Bell representatives over the years, that at least there's a silver lining to this latest step in my ongoing headaches caused by your company. You: Thus, I'm wondering whether you'd like to place a wager on whether my home phone service will indeed be functioning by 5 pm today? Erica: Please give me a moment let me have a look on the order status from my end. You: Certainly. Erica: Thank you so much. Erica: Thank you so much for waiting. Erica: I have gone through the order status and I see that it will be installed with in today. You: So how about that wager? Erica: Now as we are from online shopping assistant team we can not confirm the exact time of installation. You: So you can no longer assure me that the installation will be done by 5 pm? Erica: I am sorry we do not have the access to provide wager from our end. Erica: The installation is scheduled as all day instauration it means your service will be installed today. Erica: I can confirm the information which is there on the order. Erica: You will get installation reminder before the technician comes for the installation. You: I wouldn't expect that Bell Canada provides a gambling function as part of its services to customers or employees, but I'm wondering whether you would make a wager on your own, that the installation will be completed today, before 5 pm. Erica: If you have any other issue with regard to the installation you can have a word with the support team. You: Erica, to help you out, could you take a quick look at the chat dialogue I had with Rhonda when I placed the order? Erica: Sure please give me a moment. You: You see, Rhonda confirmed that no technician needs to "come" anywhere for the installation, since the entire process is supposed to take place at your central office. Erica: Yes you are correct, when I said technician comes for the installation I meant that the line will be activated from outside of your house. Erica: Once the line is activated you will get a confirmation from our technician. You: So let's try this again: would you like to place a wager that I will have a working telephone service by 5 pm EST today? You: (and out of curiosity, how will that confirmation be delivered?) Erica: You will get the confirmation from the technician through call or mail. Erica: And I am sorry I can not place wager on this however do not worry your line will be activated before 5 PM. You: Well, as you might have surmised from the above, I am worried, since I've seen no evidence to suggest that Bell's assurances can be trusted. You: But as you seem so confident, I am wondering why you would not place a wager. Erica: Well Bell keeps ups the installation schedule, as we offer the most reliable and trust worth service. Erica: I can not wager on that since it is not the way we are suppose to deliver the service level. Erica: As I am a online shopping assistant I have seen that customer get the service installed and activated on time. Erica: I am sorry once again for not waging on this. Erica: If you have any issue with regard to our service you can contact our support team who will have more access to your account. You: Erica, let's be honest, please. You don't actually follow-up with customers to make sure that their service was installed and activated on time. Erica: Yes we (Online shopping team) don't do that however we have a separate team who takes care of this. Erica: They send installation reminder to customer and confirmation from their end. You: Is there an email address you can provide me for your support team to address service issues? Erica: We help the customer to get the right package with the right promotional deal and schedule the installation. You: So then what you told me above ("I have seen that customer get the service installed and activated on time.") is not true. Erica: I am sorry we do not have such email contact option with us now. Erica: However you can contact them over the phone. Erica: I will provide the contact details to you. You: Erica, I'm afraid you're missing the point. You: I don't have telephone service, thanks to Bell. You: That's why I've been in a chat with you and your subordinates for the last 90 minutes. Erica: We get customer who thank us for the excellent recommendation and inform us that the service were installed and they are happy. You: Do you, perchance, also get customers who complain about service not being installed, and indicating that they are not happy? Erica: You can contact the support team even through a pay phone. Erica: I would like to apologize once again as we do not have email address for the support team. Erica: To be honest yes we have received customer who complain the service were not installed however when we have a closer look on such cases we found that at the time of installation they were not at home and technician left note at their home to contact us and reschedule the installation. Erica: You can Call us: Erica: • From Ontario & Quebec, no charge: Your area code +310-BELL (2355) (no charge). Erica: From anywhere else in Canada & U.S: 1 800 668-6878 (no charge). Erica: Kindly let me know if I can assist you in any other issue as right now you need to wait for the line to get activated. You: But Erica, here we go again: As you acknowledged, the customer doesn't need to be at home for the home telephone service to be made operational. Erica: That's only in certain cases however for the installation of Internet and TV the customer or some one above 18 years need to be at home. Erica: The scenario will differ with each service. Erica: In your case do not worry the line will be activated from outside. You: Fair enough. But I'm asking about the case of home telephony. You: Ok, I don't believe that this is helping to resolve my predicament, which is that I have now been without a functioning home telephone service for over 10 days. You: If at 5 pm today, I try my telephone again and still don't have service, what should I do to ensure that someone fixes the problem without further delay? Erica: First, the service will be activated! Erica: If the line is not activated because of some reason I kindly request you to get in touch with the support team over the phone. Please call them from a pay phone on the tool free number. You: Since I'm not sure where the nearest pay phone is, might I suggest another option: how about I contact you by text chat at 5 pm and you call them on my behalf? Erica: I am sorry for that, it is not possibel Erica: As we don't we have the access to call any support team on your behalf. You: Erica, please. Are you being 100% honest in telling me that it is not possible for you to call a 1-800 number on my behalf? Erica: Yes, I am 100% sure on this You: Do you have a telephone? Erica: No, as this is the chat queue we don't have the access to the phones You: Do you have your own telephone? Erica: Yes, I have obe Erica: one* You: Right. You: And that telephone can call 1-800 numbers, correct? Erica: I am sorry, I don't have the access to call the support team on your behalf Erica: As the account holder should call You: Well Erica, you already have all the information that is relevant to my account, including the fact that my home phone service is not functioning. You: You have my name, my address, my telephone number, and I am giving you now my "ID": 514481182 Erica: Yes I have these information however I do not have the access to call the support team behalf of you and I am honest. Erica: If I had such access I would have recommended that to you at the beginning of the chat. You: What sort of "access" would you need to call the 1-800 number from your own phone, to tell them that despite repeated assurances from several Bell representatives, my home phone service is not operational? Erica: We are online shopping assistant team and we do not have access to phones to make or receive call. You: Erica, that's not true either. At the beginning of the chat, you were assuring me that my home phone service would be operational by 5 pm. Erica: Our work is limited to chatting with customer. You: But you do have access to your own phone. You: So let me ask you another question: would you lose your job if you called the 1-800 number at the explicit request of a customer? Erica: I am not suppose to use the phone while in work and I am not suppose to save your information in any form to use them later outside of the office. You: Ok, I don't want you to get into trouble with your superiors. Given the situation, could you kindly transfer this "chat" to one of your superiors, so that I could make the request to them? Erica: I am sorry as of not I am the available supervisor. Erica: So I don't have someone to transfer this chat. Erica: I would kindly request you to wait for some more time until the line gets activated. You: You don't have any superiors at Bell? Erica: I do not have supervisor who are available to chat with you now. Erica: As of now I am the only available supervisor taking care of you. You: Erica, as you may realize, I've been waiting over 10 days to have any form of phone service at home. Erica: Even if you chat with my supervisor, you will get the same answer which I am providing to you. Erica: We do not have the access to call the support team behalf of you. You: In three hours, when 5 pm rolls around, you are likely aware (even if you won't admit it), that it is most unlikely I will have phone service then. You: So could you kindly transfer this chat to the "support team"? Erica: I certainly understand how you feel about this, I am really sorry for that. You: No need to be sorry. I would just like to get this situation resolved. You: You see, when I placed my order, I was assured that I would have phone service by 12 pm today. You: As you are aware, that's not the case. Erica: As of now their is time for the service to be installed so I request you to wait until 5PM. You: Well if you really believe that, then why not place a wager? Erica: Well I am not suppose to place such wager. You: Is that in your employee contract? Erica: Jeremy we are going in a circle, this will not get us to any result. Erica: I kindly request you to wait until the line is activated and it will be done before 5 PM as per the order placed for you. You: You're quite right. Can I reach you at 5 pm if the line is not operational at 5 pm? Erica: Sure however we still will not have access to fix the issue. Erica: The right place to contact on that issue is our support team. Erica: We can check the status of the order but we do not have further access to it. You: As you've told me. But if the home phone line is not operational then, and you won't give me an email address or a chat address to reach them, I'm unable to do so from home. Erica: I hope you understand my situation here. Erica: You can ask someone else to contact them behalf of you. Like your family member or friends. You: I do, Erica. Unfortunately, I don't think that Bell quite understands mine, since all of my requests to M. Normand Gignac of your Executive Relations have been ignored. Erica: I am really sorry for the inconvenience caused to you however once the line is activated you can raise a complaint with our support team. You: And at the very least, I'd like to let you know, if, when 5 pm rolls around, that I still don't have service. You: As you may have surmised, I have already raised a complaint. Erica: Sure you can contact me to let me know about the status of the service after 5 PM. Erica: Even though I do not have a straight access to fix the issue I might able to escalate this. Erica: I am not confirming this, however I can give it a try because of your issue. You: Thank you, Erica. I would appreciate that. You: How should I go about reaching you at 5 pm today? Erica: The same way you contacted me now, you can reach to one of our agent and ask for my name. You: So there is only one Erica in all of Bell's "chat" agents? Erica: I am the only Erica (supervisor). You: Very well, at 5 pm (approximately three hours from now), I will open a chat and ask to be transferred to "Erica (supervisor)" Erica: Sure. Erica: However I would request you to get in touch with the support team first and contact me to let me know the status. Erica: Is there anything else I can help you with today? You: Erica, I'll make a deal with you: If you can provide me with a way to reach the support team from my home, I will do so. You: Otherwise, I will go straight to the chat. Erica: That would be through phone, either you can call or someone else can call them behalf of you with all your information. Erica: Thank you for understanding. Erica: If you do not have any more question then I wish you a great day ahead. You: And since you're thoroughly familiar with the details of the situation, I think it will be best if I ask you to do so. You: I look forward to chatting with you again at 5 pm. Erica: Sure, have a great day then. You: You too, Erica. Erica: Thank you for using bell.ca for self-serve solutions.

A chat representative will be with you in about 0 minute(s). Thank you for waiting. H Aime Bruno has joined the session and is ready to help. To start, please provide your name and home phone number. H Aime Bruno : Hello, thank you for visiting Bell.ca. How may I help you today? You: Hello. Could you kindly transfer this chat to "Erica" (supervisor)? H Aime Bruno : May I ask if you know which department Ericka is from? You: I'm trying to that find information from our chat log H Aime Bruno : Yes please. You: she is from "online shopping assistant" H Aime Bruno : Excellent. I will connect you to that department so they can get Ericka for you. You: Thank you. H Aime Bruno : You are most welcome. Please wait. We are transferring you to the specialist best suited to help you. Debbie has joined the session and is ready to help. To start, please provide your name and home phone number. Debbie: Hello, thanks for visiting bell.ca. How can I help you today? You: Hi Debbie, could you kindly transfer this chat to "Erica" (supervisor)? Debbie: Sure. Debbie: Please wait. Debbie: Thanks for waiting. Debbie: I found Erica and let me go ahead and connect with her. You: Thank you. Thanks for waiting. We are now transferring you to Erica. Erica has joined the session and is ready to help. To start, please provide your name and home phone number. You: Hello Erica, this is Jeremy. I trust you remember me from my 2+ hour chat earlier today? Erica: Hi Jeremy. Erica: Yes I do remember. You: I'm sure you'll hardly be surprised to learn that I still have no operational phone service, despite your repeated assurances that all would be fine. Erica: Please give me a moment let me check the status of the order. You: Of course. Erica: I apologize for the inconvenience. Erica: May I please have your order confirmation number? You: E46K77L5 Erica: Thank you for the information. You: How are things progressing, Erica? Erica: I am sorry for the delay. You: Just for the record, the delay has been since Saturday, February 7, when I lost all services through my dry-loop connection, including VoIP telephony. I have made repeated requests to Bell to fix the problem, and as of this past weekend, out of desperation, requested activation of analog telephone service. Erica: Can you please let me know if you have tried contacting the support team? You: As I told you earlier, when 5 pm came around, and I still had no telephone service, I contacted you. I am not about to hunt down a pay phone and spend hours in the cold waiting for Bell to give me the same information you can give me. You: So if you can escalate this matter to provide me with home telephone service now, I'd appreciate it. You: Erica, I'm noticing that it's taking you several minutes to respond to each line. Are you working on resolving my problem? Erica: I am really sorry for the delay. Erica: I was looking for some additional notes on the order. Erica: I would request you to contact your friend or family member and ask them to contact the support team. You: No, Erica. You are a Bell representative and this is Bell's responsibility. If you are unable to transfer me to someone who can help, then I am sure that this will be useful information for the judge when this matter is heard before the Small Claims Court of Quebec. Erica: However I will try to escalate this to concerned team however the best way to get in touch with the support team is by calling them. Erica: They will have the updated information. You: Erica, I'll remind you that I don't have telephone service. Erica: Jeremy I am trying to help you. Erica: Can you please let me know few details through which I can suggest a way to fix this issue. You: Quickly please, because I have to serve dinner to my family. Erica: Do you have a friend or family member who have phone service? You: Erica, you're wasting both of our time now. I have spent 2+ hours this afternoon and an additional 35 minutes so far in chat with you. You: Please ask whatever question is relevant to getting this problem addressed now. Erica: I understand your concern, however if I had some access to fix this I would have done that long back. You: That's not at all evident to me from your refusal to take action earlier this afternoon. Erica: If you have a friend or family member who have phone service please contact them through email or chat and ask them to get in touch with the Bell support team. Erica: In this way you can reach the support team as they will have the complete access to the order and delay in installation. You: Erica, I assume then that you are continuing to refuse to help me, despite your indication earlier today that you would escalate. Erica: Yes of course I said I will try to escalate. Which I will do it from my end however for the immediate fix I am requesting you to contact our support team. You: Then provide me with an email address or chat address to reach your support team and I will do so. I am not going to start asking friends or family members to get involved in this. Erica: I am sorry there is no email support for this issue however support team can access the existing account where as they do not have the access to view the order which is not yet installed. You: So you're telling me that the installation has not been carried out? Erica: This says here on the order as processing however we do not have the exact update. You: Ok, Erica, I'm afraid that I have to go for dinner now. This has now gone on to 5:45 pm My email address is where you can send me an update, letting me know what Bell is doing to provide me with service. You: This text chat will be added to my court documents. Erica: I will escalate this issue to my level, will my best to sort out things for you. You: Have a good evening, Erica.

Dear M. Gignic, Mr. Contaldi, Velcom Support, and Velcom Escalation,

I am writing once again to ask when you expect to restore my service, which I have been without since Saturday, February 7.

Sincerely,
- Jeremy Cooperstock

Hello Jeremy,

Bell is currently investigating the issue and we should get an update this afternoon/early evening.

A chat representative will be with you in about 0 minute(s). Thank you for waiting. H Aime Bruno has joined the session and is ready to help. To start, please provide your name and home phone number. H Aime Bruno : Hello, thank you for visiting Bell.ca. How may I help you today? You: Hello, could you transfer this chat to Erica (supervisor)? H Aime Bruno : May I ask in which department Ericka is from please? You: she is in the "shopping assistant" gropu Please wait. We are transferring you to the specialist best suited to help you. Sheldon has joined the session and is ready to help. To start, please provide your name and home phone number. Sheldon: Hi there ! Sheldon: Please stay connected. You: Hi Sheldon, could you kindly transfer this chat to Erica (supervisor)? Sheldon: Yes, Please give me 1 minute. Sheldon: I will transfer the chat to Erica. Sheldon: Please stay connected. You: Hi Sheldon, it's been over 5 minutes. Have you managed to locate Erica? Sheldon: Sorry for the delay. Sheldon: Erica is engaged with another customer. Sheldon: Please stay online. Sheldon: I will transfer. Sheldon: It may take a while. You: ok, thanks Thanks for waiting. We are now transferring you to Erica. Erica has joined the session and is ready to help. To start, please provide your name and home phone number. Erica: Hi Jeremy. You: Hello Erica. This is Jeremy from the lengthy chat of yesterday. A Bell technician apparently found the problem external to our house today and repaired it. As a result, I would like to cancel the telephone service since we have our VoIP service active again. Erica: Jeremy I am sorry for the delay. Erica: I was assisting other customer. Erica: Jeremy as stated earlier we do not have the access to cancel the order from our end. You: No, you didn't state that earlier. You: And I am hereby advising you that I wish to cancel my service with Bell. You: Today is Wednesday, February 18. Erica: I am really sorry that you wish to cancel the service. Erica: The cancellation of order is possible over the phone and unfortunately we do not have the access for that. You: I am really sorry that Bell ignored my requests since February 7 to fix the line, which would have avoided the need to request telephone service in the first place. Erica: I understand your concern. Erica: However to cancel the order kindly call our support team over the phone. You: I have communicated my request to you, as a representative of Bell Canada, to cancel my service. That should be sufficient. You: If you are unwilling to act on my request, please provide me with an email address to whom I can address my cancellation instructions. Erica: Jeremy unfortunately we do not have a option to reach the support team over email. You: Erica, I'm not trying to reach the support team. Erica: The only option available is to reach them over the phone. You: I'm asking you to *cancel* my service. Erica: I have checked the order status with my supervisor and I have the information, due to some technical issue the installation was delayed. You: The technical issue was communicated to Bell on February 7 and I was ignored until today, February 18. You: Now I am asking you to cancel my service. Erica: If I had such access I would have been more than happy to help you with your request. You: Well Erica, you somehow managed to escalate my request yesterday to get a technician to fix a problem of which I have complained since February 7, so I'm sure that you can also convey my instructions that I am cancelling my service,effective today. Erica: This was more of a information which I have escalated and found the details however cancellation is a process which can be done by the person who have placed the order. Erica: This is due to security reason. You: Ok, could you transfer this chat to someone who can cancel the service? Erica: I am really sorry I do not have an option to help you out on this issue. I kindly request you to contact the support team to place the request. Erica: Online it is not possible to cancel the order even by the support team, the cancellation of order can be done only over the phone. You: Erica, could you please give me an email address or an on-line chat contact with whom I can convey my request to cancel my service? Erica: Jeremy through online chat or email it is not possible to cancel the order. You: Erica, I wish to convey my request to cancel my service with Bell through this text chat or by email. Erica: Unfortunately it is not possible to process the request online. Erica: It has to be over the phone. You: Erica, I can understand that you would like to make the process as difficult as possible for a customer who wishes to cancel his or her service, but after spending hours and hours with various Bell representatives yesterday, and being misled throughout the conversation as to when my service would be operational, you'll no doubt appreciate that I don't believe you. You: So for the last time, I am hereby instructing you to cancel my service with Bell, effective immediately. You: And if you do not have the ability to do so, then kindly pass along this information to the appropriate party within Bell who is responsible for service cancellations. You: Thank you Erica, and have a good evening.

Dear M. Gignac,

I spoke this morning with Hicham [...], the Bell technician who repaired our communication line yesterday, and with M. [...], the Bell Operations Manager who dispatched him. According to the information they conveyed, the most recent problem stemmed from a wire, some distance from our house, that had been physically disconnected from a Bell box by another Bell technician. According to M. Legault, he only learned of the problem yesterday, i.e., February 18, 2015, by being provided with a copy of my email of February 7, 2015.

The recent history of repeated service failures leads to several questions:

1. Since I first contacted you on February 7, 2015, regarding this latest interruption in service, why did it take until February 18, 2015, for Bell to dispatch a technician to investigate and repair the problem?
   1. If you were on holiday during this time, why did your email not issue an auto-reply indicating this?
   2. If your email was being forwarded to someone else within Bell while you were on holiday, why did this other individual not take action?
2. How many other former Bell customers (who have switched to a third-party provider) suffer from repeated service outages due to wires held together by tape, disconnected wires at the Bell box, and faulty line cards, all of which are the responsibility of Bell Canada?
3. Given the history of these ongoing service outages, I am wondering:
   1. whether these are the result of Bell Canada acting in retaliation against me for initiating Small Claims legal actions against your company?
   2. If not, what steps you are taking to ensure that my dry loop DSL connection remains reasonably stable?

My DSL connectivity, and thus, VoIP service, are now operational again, at least for now. Since you failed to provide me with analog telephone service that I had requested as an emergency measure, while awaiting the repair, I have now cancelled that service with Bell Canada.

I should take this opportunity to remind you that I am still awaiting your reply to my email of November 14, 2014, in which I asked:

Dear Mr. Gignac,

Are you certain that you sent me the correct attachments? I read through both, but I'm afraid I don't see any contents within to indicate that Bell is not responsible for damage to internal house wiring caused by its technicians without authorization of the homeowner. Could you perhaps point me to the specific paragraph of relevance?

Sincerely,
- Jeremy Cooperstock

I look forward to receiving your reply to my questions.

Sincerely,
- Jeremy Cooperstock