Freedom Internet Reviews 160

I am incredibly frustrated and disappointed with my experience with Freedom Home Internet.

My internet was shut off because they had my billing address entered incorrectly — despite the fact that I had already called to update it. The representative only changed my shipping address, not my billing address. Because of their internal error, my service was disconnected. Now they’re telling me it will take a full week to get back online because they need to ship me new equipment and activate it. This is completely unacceptable. The mistake was theirs, yet I’m the one dealing with the consequences.

To make matters worse, in December they insisted I purchase a new router and modem because my existing equipment would supposedly be deactivated. I kept my old modem plugged in — and it continued working for three more months. That makes it feel like I was pressured into buying new equipment unnecessarily.

Over the last few months, I’ve likely spent close to 10 hours on the phone trying to fix simple issues. Customer support repeatedly gives scripted responses and rarely seems to have a clear understanding of what’s actually happening. I even spent an hour and a half on the phone with one representative who promised he would call me back at 10:30 a.m. sharp with a solution — and never did. I had to call back and start from scratch, explaining everything all over again.

Now I’m left without internet at home, scrambling to figure out alternative arrangements just so I can work. Meanwhile, I already have two modems in my possession, yet I’m being told I need to order even more equipment instead of using what I already have.

This entire experience has been exhausting and deeply disappointing. Save yourself the stress and look elsewhere.

Utterly horrible customer service.
Wait forever on the phone to speak with someone, then the person on the line generally has little to no knowledge on how to help.
Avoid.
Plenty of better providers. Pay a little more and go with them. Freedom is garbage.

I’d give a zero but it won’t let me. Recently they told us our service was changing and new modem was sent to the wrong house. At this time decided to shut off our old internet being that they sent us a new box, to the wrong house mind you. Why not make sure we have the new box until shutting our internet down instead of assuming it, like when we call to have the new box set up because it wouldn’t work anyway. They wanted us to go out and search the neighborhood for the match of the picture of the house they sent our modem too. I did so very reluctant while given them hell. After about 40 houses could not find. Went without internet for days . With no reduction to the bill. And now have the worse slowest internet I’ve ever had but it’s basically the same speed and plan as before. Also I wanted to change my payment info. They couldn’t help up us with the payment issue. Could not do it online either and freedom mobile won’t take our payment in the mall. Then they resent a new box and so I had to go the process of shipping it back to them after receiving both boxes eventually. Of course they’re couldn’t set up our new box being that it wasnt the one that matched their records. The one they sent to wrong house was. So why send us the second one. With an 100 dollar charge pending for their mistake until we returned the extra box. After being on the phone about 7 times on hold and no help from the workers and many hours, we ended up with internet that is so much worse with this new equipment. Slow and drops all together. Tech support is so poor with freedom. Why change the service when the old modem was firing well. We are looking to switch providers as soon as possible if they can’t resolve this issue after the 8th time we have to call today.

We went to freedom at kingates mall on east broadway Vancouver to have a home internet and a mobile plans juan carlos helps us he told us someone is coming to our house to install our internet we have the equipment but no one comes for almost one month and it almost going to two months now December 12,2025 we always come to the store asking for solutions and help every day but the agent on the store always keeps saying they can’t help us because they are 3rd party providers so we have to call the customer service all the agents are no knowledge and they don’t want to help the customers and one more thing they wrote a wrong email address from your account to make it worse for you to deal too juan carlos did that to us the Indian guys is the one we always talked and always says call the customer support and no help at all even juan carlos saw us coming he just walk away and look badly to us and when. We ho there for a last attempt luckily the manager is there and they wrote a complaint to the customer service and we received a call at last from freedom customer service and we canceled our home internet don’t ever or imagine to have a home internet from freedom and don’t go to this freedom branch at kingates mall east Broadway Vancouver bad customer service and they will cheat you up and screwed you they will put wrong information on your ax bout they are scammed

Don’t buy it . That was bad internet connection i ever had .
They steal your money from your bank card even if you cancel and never refund. Customer service is worst.

great helpdesk for when problems might occur

I would give a zero if possible.
I’ve attempted to resolve an issue with how they entered my address, which is causing billing issues for over 10 calls, several that were dropped. Initially, when I reached the wrong place. They made me hang up and call numbers directly. Although I was able to initiate in person, was turned away at kiosk because, internet must be done through phone or chatbot. I have also used chatbot, it is useless. With no in person , person to talk with and communication barriers by representatives ( companies fault), I am extremely frustrated, problem still not solved. Oh and when they initially set up , an entry error on their side had my shipping delayed because they at that time also used a different incorrect address. It almost feels like a scam, the amount of errors that are occurring and the inability to do in person contact.

wait times to speak with someone is at least 30 mins and they want to help but are simply not helpful. I called them just to ask them to resend a shipping label and even that was painful

I had the old single modem for over 3 years and never a problem,got there new and improved hitron modem and eero.Its a piece of shit and have to reset it every half hour to used internet.Really good inprovement.Going to switch to shaw.

No clue how they ever can be chosen as best provider! Bad service, bad products. They don’t solve issues and they don’t take responsibility for their caused issues.
Don’t buy !!!

I had enough of Telus so I needed an option. Primarily, I was fighting for years to get more than 80MB/s in one bedroom even as they kept selling me on Fiber and 1.5GB/s and I was now at $250/mth after promotions. They offered to lower my rate if I bought their home security service. They offered $69/mth and a $200 credit to stay. They couldn't pay me to stay.
I have been a very happy and loyal Freedom customer since 2013 (Wind then) for many reasons so I was happy to hear they offered service in my area. I asked for the 1GB/s cost and after analyzing my needs recommend the 75MB/s service for $50. They were down-selling me! Imagine that!! Honesty. With two teenage sons I didn't want to risk it and signed up for the 1GB/s because it was half the price of what I was paying with Telus. I signed up. The modem and eero router were sent. A very easy install to the cable outlet. I added a second eero router. The stable and consistent speed? 700MB/s in the main room and 400MB/s in the farthest room at peak times. MUCH better than fiber and 1.5GB/s. DON'T BUY INTO THE TELUS CRAP!! I am so grateful for this service. It's $79/mth and guaranteed never to go up (no 24 mth promo cost and equipment rentals). AWESOME!!! Go with Freedom Home Internet (and no, I do not work for them because this does sound liek an inside endorsement).

I currently have this service, changing it next month. its been down for over 24 hours, they took 3 days past installation to fix first issue. It periodically will drop for 3-5 hours about once a week. never buy this

Super service as i was accustomed with XS4All.
Very happy that i left KPN, too big of a organisation.. lack of service....
Keep up Freedom!!!

Freedom cable doesn't know any holiday shows but home alone and home alone new York. About a boy being left all the time slap stick getting bad guys. 🤨 Where are the other holiday shows. They know nothing else. Sorry

Absolute Cowboys !! Used BT cables in our area to pull thru their own cables. Therefore damaging 0.5Km of BT fibre.

Now without the internet for over a day and likely to be for another day.

When challenged they said they were under contract to BT - they are not.

Please nobody sign up to use them.

Was scammed by freedom staff paued $20 + tax for a type c cable. she claimed to be pd 100w. Its the slowest cable ever. She did this at the CNE

Received gigabit internet from them about a month ago. Works great and the organisation was fine.

Incredibly slow internet with terrible customer service. The speed provided is less than half of what they advertise. If you call you them will be directed to an overseas call centre that rarely answers the phone. They say they will call back but rarely do. When they call back they apologise in the best English they can muster however they never provide any real help.

I signed up with very high expectations, but was let down pretty quickly (about three months) and had to switch.
To begin with, it took them about a month to deliver the service.
Afterwards, too many disruptions, unresponsive/unhelpful support team. Price is absolutely not in line with quality.
Not recommended.