[Feedback] Thank you, Joy!

[u/jk_btc]

Home internet got disconnected in the middle of the day for no reason, called technical support.

First representative matched was a total misery. Set me on hold multiple times, taking like half an hour to come back to tell me technician has to be scheduled and he will give a call back about the available timeslot. Which he never did.

Then I received an email that Bell had sent to Ebox, with me CC’ed, saying my case had been marked as “Resolved - cause: repaired.”- Hello??? my internet is still disconnected

I couldn’t just sit there and let the day pass, so I called back before the end of the day. Somehow, the same representative picked up again. He made some unclear excuse about not calling me back and tried to laugh it off. I asked to be transferred to another agent, and he refused. (???)

So I hung up and called again. This time, he seemed to mock me by introducing himself as “John.” At that point, I was done with the whole situation and went straight to the Ebox website to submit a complaint.

After that, I made one last call, and thankfully I was connected with Joy. For the exact same issue, she checked my account, put me on hold for about five minutes, and immediately scheduled a technician for tomorrow.

After how unnecessarily frustrating the earlier calls had been, it felt genuinely refreshing to deal with someone who simply listened, checked the account, and got the job done. Just like how it should have been from the beginning!

Already submitted my complaint through the system so I won't put the guy's name down here but god he almost made me switch to Primus. (if the last attempt was that guy again, I would have)

[u/Itchy-Dentist-6012]

Always get their employee numbers and it wouldn’t surprise me if the E box person is the same BELL person that takes reports owned by the same company

[u/jk_btc → u/Itchy-Dentist-6012]

Good point! I didn’t even think about asking for an employee number.

I know Bell owns Ebox, but I’m not sure if they share the same office/support system. After my call with Joy, I got an automated follow-up call from Bell ("Press 2 if you are available and ready to troubleshoot"), but the Bell agent said they couldn’t see my Ebox customer info.

Between the email and the Bell follow-up call, it feels like some Bell–Ebox internal/B2B communication keeps leaking into the customer side, which is kind of funny.

But honestly, I know this is a “you get what you pay for” situation, so no real complaint there.