Complaint / review / scam report
Poor service

A year ago I bought phone and internet service from Cybersurf, also known as 3Web, with an address: For the first 3 months I had no complaints. However, the speed rate began to drop without any apparent reason. The problem became a nuisance when I started using the phone; calls would drop without any reason, I could not make outgoing calls, to much noise, eco on the line, etc. I called tech support, I explained my problem. In turn, tech support told me that the problem was with Bell, since they resell the service. Bell sent a technician who tested the line and did not find anything wrong.

Since the service deteriorated I phones tech support again, they tested the line and the modem and asked me to run a speed test at my end. For that exercise they emailed me a batch file, which I run, and tested the download and upload speed.

The speeds were 0.76 to 1 mbps, upload speeds of 0.06 mbps. Tech support sent a Bell techie to check the line, the Bell technician, found a short on the line, fixed the line, however the problem persisted.

On December 1, a bell technician called me and he asked me to run some tests with him and informed me that he did not find anything wrong with the line.

Two weeks ago I received a call from a Cybersurf rep, who finally told me that Cybersurf was having problems with their servers and they were in the process of repairing them. Moreover, the Cybersurf technician asserted that repairs would take 3 weeks. When I confronted him about the disinformation I had been fed, he became angry. I requested to talk to his supervisor and basically told me that he was the man, and that he was not going to transfer the call to anyone and he stated: "If I you do not like my explanation call the accounts department and take from there.

This issue has been going on for a long time I have been very patient and given this company a chance to provide what they offer. However, their unwillingness of this company to be accountable is dismal and to respond on a more positive manner is dismal.

I have waited, I have always accepted their explanations, I have been promised prompt resolution, however, I have not received either one.
Author: Contact with Author

Offender: Cybersurf

Country: Canada   Province: Ontario

Category: Internet & Web


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