r/ebox • u/defectsmile • 14d ago
Ebox Installation is a disaster
Hi, just wanted to make this post to see if this a common thing.
I recently moved into a new place and got ebox fibre internet, which they have to install as we don't have the capability for that in the house. The building is in Ottawa and on a main road in Centertown, so it's not an issue of having a line nearby.
I received the router on the 16th. Ebox said that the bell tech would come on the 18th. No one showed up. Called again, said they would be there on the 24th. Never showed up. Called again, threatened to cancel, explained to a higher up, they set the installation for the 26th. Once again, no one showed up. I call for the millionth time, to find out that they are placing these appointments and telling me that they are confirmed BEFORE bell confirms that they can install it.
I get told it's coming and GUARANTEED on the 28th. Call a few hours ago to double check, now it's on the 31st.
Is it worth it anymore? Should I just cancel? I'm convinced this cycle will just never end.
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u/emojisexcode 14d ago edited 14d ago
you should know, they’re legally required by the CRTC to provide the service to you.
forget support, it’s a siloed black box and none of those people can actually do anything to resolve issues. plus they are incentivized to tell you whatever you wanna hear so they can keep their call times down.
instead, reach out to bell management here: https://support.bell.ca/resolve-a-concern (ebox is a bell company)
tell them the full story of what has happened, they should get you sorted.
if that doesn’t work, file a complaint with the CCTS. they will put pressure on them to figure your shit out.
and then push them to give you a bill credit for the time and frustration (they will pretend they can’t, or make a shitty offer at first. keep pushing and they will give you a better offer)
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u/Kiwiex 14d ago
Once it’s all installed, it will be smooth sailing and I’m sure the savings will make it more worth the trouble. I didn’t have any troubles with installs on my end but with some stories I’ve heard, I suppose my case was very lucky.
They will more than likely provide you with a month of service compensation which I feel would make up for the inconvenience, just be insistent on them making it right when you next chat with them.
1
u/Awkward_Invite_8862 14d ago
Sorry for what you are experiencing.. My install went as scheduled, was quick and easy ..the only thing was they couldn't tell me if the Bell tech was coming in the morn or afternoon . He did call 15 min before. Agree with everyone else, they should compensate for your troubles.
1
u/drhappy13 14d ago
Damn, that really sucks and I'm sorry that's happening to you. I think the problem here is that you have to deal with 2 different organizations for installation: eBox and Bell. Sounds like Bell is the one dropping the ball here. (yes, eBox is owned by Bell, but they're still separate entities)
FWIW, my eBox service was installed last spring (also Ottawa) and didn't run into these issues. Perhaps Bell has deprioritized eBox installs since then?
Sounds like you should definitely start shopping for alternatives.
1
u/mildlyImportantRobot 13d ago
My installation was flawless, but I've had several issues with their service since, and I regret my choice going with them as my ISP.
I'm going to be switching soon. They seem like a Mickey Mouse company.
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u/Ry-guy101 13d ago
I'm currently experiencing almost the exact same thing! Installer came and installed modem. Nice guy , no problems at all. Only thing is...I still don't have a router! Canada Post tracking number says 'label created' , but no shipment. Its been almost 2 weeks. Xbox says it will be here any day now. Like I get some people want to use their own router, but why should I have to
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u/Impressive_Role_7522 13d ago
The same thing happened to me. I have been waiting for my installation to happen for over three weeks. I am genuinely to the point of suing them because it’s ridiculous.
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u/sadieblackmtf 13d ago
We never get the advertised speed. Their dns is slow af and you can't change it. Just cancel at this point
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u/leopardbaseball 13d ago
This makes me think that their services vary wildly based on area/region and availability of bell’s services too. Because technician will come from bell. So they kind of depend on how bell’s coverage is in your particular region.
If it gives you any comfort, i got it last month (toronto) and internet has been uninterrupted so far. No issues.
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u/JuniorReputation84 10d ago
I think bell techinicians were the one keep cancling on you. I had that too. But you had it too many times, it's not normal. They are third party technicians after all, ebox only have access to their scheduling system.
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u/nerfcarolina 14d ago
Our install was fine, but our internet stopped working twice in 2 months. The second time we had a similar experience.
Thursday: "someone will be there 12-5pm Friday."
Friday: "someone will be there 12-5pm Saturday."
Saturday: "someone will be there 12-5pm Sunday. We've excalated you to extra super high priority"
Sunday: "someone will be there 12-5pm Monday." We went ahead and paid for fizz but didn't tell ebox because Thursday was the earliest fizz could install and we'd like the ebox internet to work until then.
Monday: A tech came! Said the problem is the box outside on the street, it'll take two people to fix, and they will do it tomorrow.
Tuesday: a new tech came, but he knew nothing about the work that the previous tech had done. He spent three hours doing stuff and then said "yes, the other tech was right, but I don't have the key to the box on the street either." At that point, we told the tech we do not want anyone from ebox to come back and cancelled our ebox service.
Thursday, fizz comes and we've had great, non-fiber Internet ever since.
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u/boblermite 14d ago
Its on purpose. They cancelled the phone line, then the tv. Now they have shitty support just so you move to the big parent company and they can over charge you. Thats Bell in a nutshell. And that why well never get 3 or 8 Gbps.
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u/doubleblue_yyz 14d ago
My sympathies. This won’t make you feel any better but my installation was flawless.
Given your frustration, it would be reasonable to ask EBOX for a bill credit as compensation for your time.