KK
@bell.ca
| [Internet] Bell Business Internet Optimax Nightmare
My company (with 8 to 9 staff, based in Mississauga) has been using the Business Internet High Speed for the last six or seven years. Recently we have upgraded our internal server and system, and our IT consultant recommended us to upgrade our service to have one that gives us a static IP.
I talked to Bell Business rep on September 18th and he convinced me upgrading to the Optimax package that will give me better speed and static IP address. Order was placed on Sept 17th and he told me the installation and activation will be scheduled for September 23rd. My nightmares began and today we still don't have a static IP Address assigned, and Bell Technicians have no clue how to fix it.
My mishaps include:
- No written communication on order details as of today, even being promised. It has been difficult to follow progress, if any.
- Postpone scheduled installation date by two days, without any notice.
- Activated new Optimax service prior to the re-scheduled installation date. And we ended up experiencing intermittent internet service for two days.
- Installation technician did not show up on rescheduled date. And the technical support kept postponing the installation day to the next only when we called. After daily repeated phone calls over three consecutive days, an installation technician finally showed up to install. This mishap had resulted one work day WITHOUT internet service for the office.
- After the installation, technician said it will take a day to have static IP address showed up. However, with two days of seeing our IP addresses keep changing, called Bell again. They promised this should be fixed within 24 hours. That date was October 2.
- Not seeing the static IP address assigned, we had daily follow up phone calls to Bell technical support. Each phone call, similar to previous ones, lasted over 30 minutes, with majority of time being put on hold, and the different technical support agent repeated what he/she read from the screen: "This issue is being fixed and looked after by our next level of support. It should be done within 24 hours. I cannot give you an update now or any timeline. The respective department will inform you once the issue is fixed."
- There was one time a technical support agent thought it was a business account issue and passed the line to the business department. The business department nearly screamed at me and complained that the technical department SHOULD NOT have transferred the call to them. As a customer, I was speechless.
- Today is Oct. 9. One solid week has passed. I went through the same daily routine the fifth time (30 minutes on hold phone call) with Bell technical support. Another technician repeated the same lines that I heard in the past few days. I finally told him this would be the last phone call I am making to their technical support.
I need to cancel my service with Bell; and look for other internet service providers.
Please help me with the following:
- Does Rogers cable internet give better Hi Speed service with static IP?
- Does Primus Canada is essentially the same compares with Bell? Will the same problem (with static IP) occur if I switched to Primus? Primus Canada promised me they can provide up to 8 static IPs. And their business representative followed up on the info after I talked to hime.
Any advice will be helpful. |
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krugerNkruger
@videotron.ca
| Bell would probably love nothing more than to charge you early termination fee's and whatever else.
Find your alternative ASAP.
Email kevin.crull@bell.ca and copy/paste what you wrote above into the Email. Tell him you can't take their non-service, no show techs, and non-support, and also since the service isn't funtional as promised cancel it w/o any fee's.
or if you don't want to cancel, email kevin.crull@bell.ca with the above and tell him to fix it and credit your account.
Kevin Crull is the president of residential services (he does small business also).
Don't forget to include a number they can contact you at during the day to help you cancel or fix it.
Reliability in support and service... yeah you are better off leaving Bell. |
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Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC
 ·Colbanet
·TekSavvy Solutions..
| reply to KK
A piece of advice to help mitigate such situations... It's not always possible, but overlapping service (having a physical new line installed instead of replacing the old one, keeping both for a period to allow service on the new one to stabilize, then removing the old one) can help cover such issues. It certainly does cost more, but sometimes it can be a lifesaver. |
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Angelo_
The Network Guy
Premium
join:2002-06-18
·TekSavvy Solutions..
4 edits | teksavvy www.teksavvy.com offers dsl service with a static ip... give them a try
teksavvy offer Businesses upto 6mbps  with the optic of an static ip or a block of ips if needed.
DSL High Speed Internet
Service Speed Bandwidth Static IP Price Purchase
Premium 6M/800k 200G/mo. $4/mo. $59.00/mo.
Unlimited 6M/800k Unlimited $4/mo. $59.00/mo.
DSL Basic Internet
Service Speed Bandwidth Static IP Price Purchase
Premium 512k/512k 20G/mo. $4/mo. $40.00/mo.
Unlimited 512k/512k Unlimited $4/mo. $40.00/mo.
Static IP for only $4/mo.
Subnets
/30 2 IPS (/30 subnets) $5/mo.
/29 6 IPS (/29 subnets) $10/mo.
/28 14 IPS (/28 subnets) $20/mo. |
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rickstep
join:2002-11-25
Hamilton, ON | reply to Guspaz
Guspaz,
There is no guarantee, or anything even close to suggest that a parallel service will fix the problem.
Rick. |
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rickstep
join:2002-11-25
Hamilton, ON
| reply to KK
KK,
Simply, Bell needs to answer whether they can provide the requested service.
The question is easy, static IP, yes or no? If yes, make it work TODAY!
Deadpool (a regular poster who works for Bell) should be able to answer whether this service is available at the CO (Central Office) where you are connected.
I would suggest that you send Deadpool a PM (Private Message) where you can provide you real name, company & exact address and phone number and email address.
Alternately you can post to Bell Canada Direct. I'm not sure they will deal with commercial accounts.
Rick |
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useless info
@videotron.ca
| 1. Direct don't deal with business.
2. Deadpool is a go-between employee with no authority like Kevin Crull
3. Direct can't deal with money issues. THIS IS a money issue.
All you did was provided added run-around.
kevin.crull@bell.ca IS THE PRESON to contact/
 |
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DS
IT Consultant
Premium
join:2007-01-19
Thunder Bay, ON
1 edit | kevin crull does not cover Business Accounts... You need to contact Charles Brown "President – Small & Medium Business and Bell West".
Charles.Brown@Bell.Ca |
|
umm no
@videotron.ca | He does cover small business.
This IS small business. |
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DS
IT Consultant
Premium
join:2007-01-19
Thunder Bay, ON
| Kevin W. Crull
President – Residential Services
Kevin Crull was appointed President – Residential Services in September 2005. He is responsible for Wireline voice, all Internet access and portal services as well as the Bell Video Group.
(I don't believe it says "Small business" mate) |
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k whatever
@videotron.ca
| It may be whats written, but he does cover Small business.
Other small business have Emailed him and he's taken care of it (2-3 examples in this forum if you use search).
Not saying the other you mentioned wouldn't work. But never heard of him. |
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Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada
·Bell Sympatico
| reply to KK
Charles Brown is head of SMB and Bell West so this customer would definitely fit under that jurisdiction. I am sure Kevin would forward the information on to Charles anyway. The single static IP service comes under the AIBN category (old name).
--
My Canada includes Quebec. |
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Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC
·Colbanet
·TekSavvy Solutions..
| reply to rickstep
said by rickstep  :Guspaz, There is no guarantee, or anything even close to suggest that a parallel service will fix the problem. Rick. Of course there are no guarantees. It's common sense; if you have a critical system (or even just an important one), you don't shut it down until the new one is up and running successfully. That requires overlapping service. It doesn't always help, but many times it can save you if your new service has problems and the old one is still working. |
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Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada
·Bell Sympatico
| That is exactly why when someone comes in here asking about Cable vs DSL we advise them to get the competitor's service before you disconnect the existing service. Take the time and extra cost to compare the two side by side. In this case if the company had kept the existing service running while the new service was being turned up it would have been business as usual until the new service was working properly. One computer could be placed on the new service and used to test the connection...when everything is up and working, cut over the Lan. Good advice Guspaz.
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My Canada includes Quebec. |
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rickstep
join:2002-11-25
Hamilton, ON
| Hi Glen1 and the group,
Why are so there so many technical issues with the Internet and the central office side?
In the 1960s and earlier, manufactured products had failures above 10%. Today automobile, microprocessor and electronic manufacturers produce parts with failures of 0.0001% to 0.000025% (1 failure in 1 million to 1 failure in 4 million).
There seem to be few technical issues with the manufacturers' equipment inside the Bell CO.
This leaves poor training, staff that simply don't care or outright incompetence.
My take on this issue is this. Since the circuit was working when the change was made, ALL wire and other devices between the office and the business are existing and the problem is in the office.
Bell may use equipment from several manufacturers, and of that equipment some may be older and not support a static IP. Since changes were made in the office, the assumption has to be that the service is available with at least SOME of the equipment in the office.
If equipment was changed in the office and if PROPER testing was done, the circuit MUST work.
There are way too many excuses here.
The Internet (including all the hardware and engineers, technologists & technicians) needs to be as reliable as POTS (Plain Old Telephone Service) which is no more that 1 hour of down time for a switch for 40 in service years, without the constant excuses.
The fact that it took two months it took to get DKS up and running after the 911 fiasco was absolutely outrageous.
Almost all issues discussed in this forum require very simple fixes. While many questions here come from individuals without any technical knowledge, it seems more and more that Bell staff should post questions here about CO problems so that Bell customers can get the service they are ENTITLED to.
Rick |
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Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada | Rick please take the time to post a new thread...you have questions outside of this one.
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My Canada includes Quebec. |
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riojew04532
@cia.com
| reply to rickstep
I'll address Rick's question nonetheless. Static IP's do not depend in any way in any of the DSL equipment including DSLAM's, B-RAS/ERX or routers. Static ip's for GAS based services rely on the PPPoE login information. If you've got a static IP, when your PPPoE login is sent, the system sees it is a static IP account and always assigns the same IP to the PPPoE request. When a client isn't getting a static IP, it means that either the static IP wasn't provisioned or that the database has some sort of error and the IP isn't there. |
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MSM
@shawcable.net
| reply to KK
I am having the same kind of trouble getting service put into a location in Brimley. Finally during one extremely frustrating telephone call with "technical support" I said where are you - the answer INDIA
I promptly hung up and 1 hour later received another telephone call - obviously from the "supervisor" who to my best guess is in INDIA also. Also no help, obviously working from a script and not from brains, so hung up on her also.
I am going to get another ISP - maybe if enough people vote with their feet Bell will get the message .... eventually  |
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