Distributel Reviews 61

They have the absolutely worst customer service I have ever experienced. Try to speak to a supervisor, good luck! They promise to call back within 2 business days, good luck! Tell someone they need to listen to the call to see what the issue is, they promise they will and will get a supervisor to call back within 10 business days. Not a chance! Abysmal level of customer service. Despite my numerous attempts to seek assistance and resolve an issue, I have been met with a complete lack of helpfulness, follow-up, and a refusal to escalate the matter!.

Here is a summary of my grievances:

LOn the rare occasions when I did manage to speak with a representative, I found the level of assistance provided to be grossly inadequate. Instead of actively working to resolve my issue, I was met with vague responses, unhelpful suggestions, and a distinct lack of empathy for my situation. It is evident that your customer service team lacks the necessary training and resources to effectively support customers in need.

Failure to Follow Up: Despite assurances from your representatives that my issue would be resolved in a timely manner, I have yet to receive any follow-up communication or updates on the status of my case. This lack of transparency and accountability only serves to further exacerbate my frustration and erode my confidence in your company's ability to address customer concerns.

Refusal to Escalate: Perhaps most concerning of all is your company's outright refusal to escalate my issue to a higher authority or supervisor when requested. Instead of taking ownership of the situation and demonstrating a willingness to go above and beyond to ensure customer satisfaction, your representatives have consistently deflected responsibility and shown a blatant disregard for my concerns.

Run don't walk towards this company run away. Signed up technician, never showed they kept getting me tocall back every 2 hours to check for updates.4 calls later Still no info, and it's installed by another provider That does not have communication between them.They have no way of reaching the installer.They have no way of confirming anything.So I called cogeco. They have no way of communicating with them.Just a ginormous storm. Canada post says the item was delivered this morning. As I returned the router. They have nothing in their records. I have to call back again after already Checking online to see that it had been delivered. In order for them to issue a refund, they cant issue it on receipt of stuff. Wow they sure dont appear competent.

I signed up for internet via cable, but I never received the cable modem. Canada Post said it was delivered, so I'm pretty sure my modem was stolen. Canada Post said I needed to complain to the sender, but Distributel refused to help, and they charged me nearly $200 for the modem when I cancelled my service.

Do not use this company. They took my money sent me a modem then canceled service due to not servicing area. I still have not received refund they say its been refunded its been 3 months. Paid them in January

Don't get discouraged by all the negative reviews online. I just signed up for the 100Mbps cable internet (24-month promotion), and it works smoothly.

All the customer representatives are friendly and helpful. There is almost no wait time to reach them.

I think what happened is that the people who had bad luck complained online. Not enough people are leaving positive reviews.

This guys are so useless, they ran a credit check, made me make payment and shipped their equipment to my place just for me to get a call back after 4days that they cannot service my house, i would really not recommend any one to use their service

I signed up with this company for about 30 minutes and cancel after I saw all the bad reviews. They delivered the model within 48 hours which I call them and asked why they still send the model when I cancel within 30 minutes, was told sale office didn't see the cancellation. So i returned the model tracking show they have it. I asked them how long to get my refund, was told 2 weeks, this is unacceptable. Any good company will usually refund you in 3 business days after receiving the item back. I'm now glad I read the reviews and didn't signed up with them, terrible company

I've been a long time customer and I bought my equipment. Been fine with my plan and my owned equipment. Had an issue so I called them, the tech claimed my service was out dated and that he would update it to a newer plan with higher speed for less. But what he didn't tell me was that they would be sending rental equipment and all my equipment would be disabled. Renting is a scam and a waste of money, so I requested they revert my account back to which they refused telling me now that it was changed they could not switch it back and that I could not purchase equipment. Meanwhile I have an email from one of the techs saying I can and giving me the models to purchase. But then when I called again I was told sorry we don't do that anymore you have to rent our equipment. They are liars and deceivers that could care less about the problems they caused.

I ordered internet for my new apartment over a month ago. A service appointment was set for installation and the soonest they could send someone would be a week after we moved in. Inconvenient but ok. Upon receiving the modem in the mail they informed me that the service appointment had been canceled and I could self install. I wasn't happy but still ok. Upon moving in I discovered that there are no cable jacks in the apartment. Another service appointment was scheduled. This time for 2 weeks after I moved in. Now I'm seriously inconvenienced. Moving cities is hard. Having no internet to accomplish anything is horrible.
Today was the appointment day. Service was scheduled for between 8-12. I received a text message at 0756 informing me that a service person was enroute. No one came. After 10:00 am I telephoned the service # and was told just to wait, that it wasn't noon yet and that the text was computer generated reminder only.
The text didn't say "reminder". It said "on the way".
Ok. Fine. I'll wait. I waited. No one came. I called again after noon and the rude service person asked me to wait another 2 hrs. I asked if they had contact with the service person and could they confirm the time. He said no. It was outsourced to another company and they (Distributel) have no way to follow up.
I went to a bell kiosk and have arranged internet for 1 business day from today. As of 4:56 pm no service person has called or attended. This experience with Distributel has been absolutely ridiculous.

Have been a long term diateibutel customer, finally had enough. I went through tons of technical issues years ago. Haven't hd my service for 16 days now. They could care less, they send a competitor, shaw to service my issues, waste of my time waiting I days for nothing, for some guy to say it's 1 of 4 things. The signal is fixed now . Thanks for wasting my time. Now they sent me new equipment and it takes a full 24 hours for them to activate it. They blame it on the company they piggy back their services off of.
Don't bother call them, they have scripted answers. They simply don't care!

The monthly internet charge of Distributel has jacked up since last month, from approx. $25 to $65 monthly. ...
A few days later, the internet connection was intermittently broken at use, and it didn't work 2 days later. (The "Internet" LED turned on in RED continuously, ever after reset. ...)
I called the technical support (TS), and followed what he said. He told me that his system did link up with my modem. i.e. The WLAN line and the input interface of the modem were working fine. Yet, the problem was still unresolved after trying a few more things as required from the TS. ... I was told that my modem, Smart rg SR505N, was so old (bought from Distributel in 2014 !! almost 10 years) that it needed an upgrade. Distributel didn't sell modems anymore, and I have to pay the rent for a new modem. ...
Is it a conspiracy from Distributel?
If the specific modem was old, Distributel should know about it since I bought it and joined their internet service. Why don't they inform me in advance? ...
What I'm thinking of is ... Distributel cut my internet service. It resulted that I was forced to pay extra for a rental modem, around 14% more per month. ...
I cannot prove that my speculation is correct. Yet this thinking made me feel like I was cheated. ... Therefore, I determined to terminate my user account from Distributel and seek for a better ISP somewhere else. ...

Spent a lot of time with them to confirm they could offer the internet service at my address but then 2 weeks later I called them because the modem was still not delivered and they told me they could not provide internet... And 3 days later I'm still waiting for them to refund my $53.

EDIT: I contacted them on Twitter and the situation was rapidly solved. Seems like they tried to refund the $53 but my credit card was expired, so this is on me.

Absolutely unacceptable. Doesn't take long to get an answer, but I was told my internet would be activated remotely. It wasn't. Since then I have had to call multiple times, and have been waiting the better part of a month for service. Representatives are unable to say anything other than "no" and have also referred to me as a woman???.... -_- What I am most furious about though, is I was told I would receive another checkup on SEPTEMBER 17TH! I called to confirm on the expected day, and was then told it was September 24th!!?? This was done without any warning or communication to me. Perhaps I would not be so furious, but my mother has gone totally deaf in the interim. Therefore, I cannot call her! And without wifi I have no method of communication with her. Please get me the internet I paid for!

This internet is awful, I get the most spotty sad connection, this is the only internet I know where my ping would go from 80 to more than 3000 in 5 seconds and remain at 700 for more than 5 minutes

Worst client service ever! Don’t waste your time.

3 1/2 Stars on Google. Most of their low stars reviews are about their WIFI point-to-point service that suffers the same glitches as ALL other WIFI providers; distance, bad weather, leaves, network saturation... The other critics are about their telephony services. My five stars are only about their optical fibre services plans and infrastructures developed with the pan Canadian government initiative for a good, affordable Internet Access for everybody.

I get connected with Targo optical fibre in Hinchinbrooke 6 month ago. I fight for more than 30 years (start with 56k modem) to get borderline internet until today. I start with the 50/10 package that is already $40 less than my old (not Targo), not too reliable, point-to-point wifi connection that was around 15/10mbps on the best day. More, I just ditch Bell telephone and Distributel long distance, saving close to $100 monthly to replace with a VOIP solution (Not Targo). On top of that, try to sell a house in 2021 without access to a decent internet connection. This is not luxury, my home internet is my place of work for almost 15 years and will be my retirement surplus.

As for the quality of the internet, it’s simply stellar compared to my old point to point
• I get the 50/10 & more ALL THE TIME — ABSOLUTELY STABLE even in peak usage hours or in weekends
• Ping at 2 milliseconds (compare to 30 to 100 on my old connection)
• Jitter at under .2 millisecond (compare to 20 on my old connection)
• Absolutely no loss packets

My VOIP phone is passed from almost unusable to as clear as a landline. (Almost as clear... VOIP is a capricious technology)

Also, the installation was fast, clean and professional by a polite technician that follow all security protocols for COVID.

What can I say THANK YOU!
Note: I probably go soon with the 300/30mbps package. Their prices are completely fair.

Thanks to all participants & Targo to bring Hinchinbrooke to the 21st century. The next sucker to go will be Bell Satellite at more than $80 a month, who needs that when you have Netflix, Prime and the others.

I hate this company, I initially set up my internet with them because I was starting a new job from home. My employer tested my internet speed and each time it showed that it wasn't high speed although I had signed up for their high speed. I contacted them daily because my employer gave me a deadline to fix the issue. Most days I was on hold from 8am to 4pm until I could speak to someone who insisted that my internet was high speed. Finally two days before my deadline a representative admitted that they just call it high speed but it's not. I was told I would have to pay extra for high speed. I agreed and was then informed that it would take them a couple of weeks before they could send someone to set it up. So I lost my job. My internet crashes daily, all the time and it's insanely slow. I complained for years and eventually asked to terminate my service, they offered me a discount. I called again because my service was down and they informed me that there is no history or record of me ever complaining or having issues with my internet. Every year the internet price goes up, the quality doesn't improve, I'm now paying close to what I would've paid had I upgraded to super high speed.