Review by arshad14 
member for 6.2 years, 116 visits, last login: 10 days ago
lodged 1.1 years ago
 Scarborough,ON
 $54 per month "Uncapped bandwidth" "Will charge you regardless of whether or not you have service, extremely long hold times" "Be extremely careful and make sure that you can wait on the phone and for the install"
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I signed up with for the Distributel Cable Internet 28 package on March 2nd and got a call on the 3rd to confirm my order. I paid $130.13 over the phone for the install, first day service including the modem rental and all their setup fees. When they called, they gave me an install date for March 16th, which unfortunately had to be changed since I wasn't going to be available then and rescheduled for the 20th. Because my entire house, telephone and TV, is also running off my internet and I didn't have any provider, I needed one ASAP. Since it wasn't till the 20th, I had to start looking for alternatives other than Rogers and Bell to see who could get it installed for me before. I came across Start who had me setup and good to go by the 15th.
On the 12th I called in and was on hold for literally an hour to leave a note on my account that I might have to cancel my install if need be before my install date 'cause I need internet ASAP and if I don't find someone then leave everything as is. That rep explained that that would be okay and that I could call in at a later date to have it cancelled. Once I was up with Start, I notified Distributel on the 16th to cancel my install. They then put me on hold and the whole usual Distributel shabang to tell me that they have already paid Rogers for the install so won't be able to refund me the install. I agreed to the install fees of $65 but at least refund the rest of the money back. She then explained that that won't be possible since I was paid up until May 1st. Now all this is happening on March 16th, this entire phone conversation so you can understand my frustration when they tell me that I am paid up till May 1st and we're not even half way through March yet let alone April and I can't get my money back.
That just infuriated the heck out of me that I just lost $130 to a company who promotes the 'no bull' approach but then can't return their money back to clients for service they will never receive. To top it off, on the 16th I was told by the rep that if Rogers does complete the install on the 20th then I would lose Start Cable service as well and be switched over to Distributel. At that point I did not want anything to do with Distributel, I'd rather be with Rogers or Bell even and not these guys only because of what they were trying to explain to me. Rogers and Bell might make billing errors and all that but at least sooner or later they do refund the money back but these guys won't do that at all.
So the moral of the story is these guys are no different from Rogers or Bell in terms of grabbing your hard earned money and not giving it back. Now I have to mail the modem back to them by April 15th at my own expense and still be out $130.13 for service I do not have and will never receive, which apparently is paid up till May 1st. So now you be the judge and tell me if I'm right or wrong even though I did give them enough notice to cancel but obviously wasn't long enough when I was already told by one of their reps that as long as it was before the install date I would be able to cancel and get my money back. At least with Start, well just read my Start Communications review and you'll see the level of customer service I have received from these guys, and no I DO NOT work for Start and am not affiliated with them in any way other than being a subscriber of theirs in Scarborough and not London, ON.
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