Review Time
Worst customer service that I've ever experienced. Canceled my service in early Nov. Expected my refund 6 to 8 weeks. No refund....called at least 8 times and every customer service rep. I spoke to lied to me. Even the ones that called me back supposedly with updates, lied to me. One even had the gaul to tell me it was mailed on Dec 25th and I told her she was lying.
Seriously, these people have to be trained to lie to customers. Horrible service, glad I'm no longer using it.
I have been a customer for over five years. Initially, the service was excellent, but unfortunately, it has deteriorated at all levels. The internet can be slow, and the modem often malfunctions, especially when friends connect or when I try to use a VPN. The company does not adhere to regulations regarding customer communications, often avoiding their responsibilities in providing detailed bills and records. Recently, they have also failed to respond to chat messages or calls for technical support on weekends, despite claiming to offer this service. I've spent nearly three hours on hold over the last two days trying to get my modem reconfigured—a straightforward task that should only take ten minutes with an agent's assistance via chat. There has been no callback or even acknowledgment of my messages in the online chat. At this point, I would sadly advise others to steer clear and consider 5G wireless modems to use as a hotspot from your phone as a more affordable alternative. Save yourself the trouble and expense!
I have been a customer for over five years. Initially, their service was excellent, but unfortunately, it has declined across the board. The internet is often slow, and the modem malfunctions easily, especially when friends connect or when I've used a VPN. They don't adhere to customer communication regulations, often avoiding their obligations regarding detailed billing and records. Recently, they have failed to respond to chat messages or calls for technical support on weekends, despite claiming to offer this service. I've spent nearly three hours on hold over the last two days trying to reconfigure my modem - a task that should take just ten minutes with agent assistance - and I haven't received a callback or acknowledgment of my chat messages. At this point, I would recommend looking into alternative internet options like 5G wireless modems to avoid the hassle and expense!
As others have mentioned, I would give no stars for the appalling service of this company. My WiFi disconnected from all my devices, and after three days, I called their Customer Service. After waiting for 1 hour and 40 minutes, I finally spoke to someone who said they couldn't assist unless I had a Windows computer. I didn’t, so he told me to get one and call back! Before he ended the call, I asked if there was anything else he could do. He then mentioned he could raise a ticket for a technician, but I might have to pay $200 + GST!! When I inquired why, he started yelling at me to be quiet until he finished! He continued being rude for a while until I decided to seek another provider. He said he’d raise a ticket anyway and mixed up my phone number with someone else’s. In the end, I think he got it right. Completely incompetent and disrespectful. I hope returning the modem goes better, but based on other reviews, I’m not hopeful!
When I started with this company in 2019, the service was decent; they connected me quickly. However, over the years, the connection has deteriorated significantly, now dropping more than ten times a day and preventing access to various websites, including their own! I attempted to reach technical support, but they didn't even respond.
I have been a customer for 11 years. I haven't faced many technical issues, but today’s experience with Customer Service was the last straw. I have been trying to reach someone for THREE DAYS. Each call results in hold times of 20, 30, or 40 minutes, forcing me to hang up. Currently, I'm on my fourth attempt today, already at the 17-minute mark without any response. Their online chat either doesn’t work or goes unanswered. I can't reach anyone—this is UNACCEPTABLE. I even emailed their support and received no reply. My next step is to file a complaint with the appropriate authorities. A service business needs to be reachable, and this company has become very difficult to communicate with.
I have been without internet for nearly two days while working from home. It’s been a complete nightmare. Whenever I call, I’m on hold for hours, and no one answers. The only way to reach someone is by selecting the prompt for new customers, but they can't assist with my issue and keep transferring me to technical support, who never answers. I will have to seek another internet provider since they aren’t helping. Avoid this service!
There was an internet outage during work hours. I was on hold for 2-3 hours at a time, only to be hung up on twice when someone finally answered. I waited on their online help chat for two days, and when someone finally came online, they left the chat immediately. There were no outage notices on their website, no updates, and no guidance on what to expect. I have never encountered such terrible customer service. Now on day two, there has been no response to emails, calls, or chats, and the outage still isn't fully resolved.
The customer service here is terrible; they only hire representatives with poor English skills. I've been a customer for quite some time and rarely get a competent agent. When I asked to speak to a supervisor, they refused. I'm seriously considering switching to another provider.
I was with this company for about three years due to budget constraints. They were the most affordable option I could find at the time, but it was an absolute nightmare. I live alone and couldn't even stream a movie. Working from home, I struggled to join video meetings due to constant disconnections. The final straw was when I canceled my service during a postal strike, sending my equipment back. I was charged a late fee because they didn’t receive it on time due to the strike. I do not recommend this company. They also charged a restocking fee, which they said they'd waive but still billed me for. Just save yourself the trouble.
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VMedia Inc. is a Canadian telecommunications company and broadcast distribution provider.
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