ComplaintsforStart.ca

• Initial Complaint

  22/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our internet has been dropping for nearly a year to the point now where it is impacting my work performance in my home office. I am dropped from meetings multiple times an hour. I have been calling on and off for months and have replaced all of my equipment and they refuse to fix my internet issues. They keep having me call back and repeat the same steps with no resolution. There is a busted internet box outside of my house they refuse to fix and they recently updated the infrastructure around our home to fiber (we did not upgrade our internet package and still have cable internet). Their tech showed up and sat in my drive way for 30min and never came in to check the equipment.

  

  Business response

  27/08/2024

  We understand how frustrating it can be to diagnose and resolve a complex signal issue. As noted, we had the infrastructure owner send out a technician, and despite the damage to the pedestal, they reported that the signal to the home was within spec and stable.
  The work we did to replace some of our equipment was intended to rule out any issues on our end. Given the technicians findings, we'll need to collaborate and potentially make the most of our StartCARE app to help narrow down the problem.

• Initial Complaint

  16/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Canceled services for October 31st. I was told by the supervisor that I would be refunded the entire amount I'd spent on them, as I was only with start.ca for less than a month. They have had their equipment back since November 10, and they are still trying to say they don't have it and that they will not return my money until I return their equipment. This type of thing is exactly why I cancelled with them...because they told me they were going to charge me for a tv box that had already been returned to them, and had a replacement sent.I'm not at all impressed.

  

  Business response

  27/11/2023

  Regarding BBB Complaint 20879578
  
  
  Good day and thank you for your message.
  
  Please note that the request for refund was processed on November 17, 2023. All refunds are applied to the original payment method used at the point of purchase. 
  We realize that it may take some financial institutions 3-5 business days to process a refund.
  
  We apologize for the inconvenience and wish you all the best.
  
  If you have any other questions or concerns, please feel free to reach back out to us and we'll be happy to review.
  
  Best regards,
  
  Al Uniac
  Customer Experience Director
  **********************
  

• Initial Complaint

  19/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** *** ** *** *** ** ***** * I am not happy at all They take money out 3 x in a row put 1 back & kept 2 & then took even more money out I want my money back & never have an account with them again My bank I tell them about what they did to me so the bank say they will never let this happen again but to file a complaint with bbb

  

  Business response

  24/04/2023

  This customer was billed twice and refunded both after a billing glitch.

  There was then another payment processed, that was also refunded.

  Although far from ideal, we did email the customer, then called her and explained it and adjusted the billing.
  During that interaction she indicated to cancel the tv portion of her service.
  This caused pro ration and complicated an already confusing situation. 

  I have since removed all the TV changes (not just the pro rated part) and attempted to call her to explain.

  Her voicemail indicates it is not set up.

  I have emailed her to try to initiate contact.
  We have double checked and are confident they were only charged for services they received, verified things will be consistent moving forward and apologize for the entire issue

  Customer response

  24/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: ** Bank agrees with me that what they have done is not right at all. I have gotten rid of Start now & am with a much better internet & tv company & want nothing to do with Start ever again. I have changed all my banking info now so they can not steal money again.
  
  Sincerely,
  
  ******** ******

  

  Business response

  15/05/2023

  emailed the following
  I tried to call you today so we could review your billing.
  It is clear to me you were billed twice and refunded both after the billing glitch.
  There was then another payment processed, that was also refunded. Although far from ideal, we did email you, and from what I understand we then called explained it and adjusted the billing.
  During that interaction you indicated to cancel the tv portion of the service.
  This caused pro ration and complicated an already confusing situation.
  I have since removed all the TV changes (not just the pro rated part).
  This leaves a credit balance on your account of $71.62.
  We have double checked and are confident you were only charged for services you received, I am confident things will be consistent moving forward and apologize for the entire issue.
  If you would like to speak with me please let me know some dates and times I can reach out.
  Sincerely

  

  Business response

  29/05/2023

  Hello
  We have tried to engage her to clarify what had happened, and how we addressed it.

  Although it was unfortunate we did address it directly and did our best to recognize the inconvenience.
  The customer is now with a different provider and has not replied to any attempts to contact.

  Customer response

  02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  26/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Experiencing yet another outage in internet service, spoke to two separate online agents with the company whose response to being asked for help is essentially "No." Refusal to assist, refusal to create a support ticket without spending hours on hold on the phone. Their live chat option has a technical support option but its been greyed out so you can't click on it. They used to offer support via live chat but now insist customers waste hours of the day instead of just providing 5 minutes worth of assistance. The 'customer service' was abysmal. Both employees i dealt with, ***** and ******* made it clear they were not there to help, leaving me wondering why we should pay them another dime. We've been customers for years and theyve done this to us several times.

  

  Business response

  26/09/2022

  ****** was looking to arrange a tech visit for his internet being offline through our chat function.

  At the current time we do not offer comprehensive technical support over chat or social media.
  the reasons are many, but come down to the ability to gather comprehensive data during a trouble shooting phase, and coordinate the follow up processes that can be varied also.
  
  We did offer to have a rep reach out at any day or time on the phone to assist but that was not an option for the customer.

  We understand the frustration, but do all we can to make things as convenient as we can.

  The vast majority of the time our call wait time is under 2 minutes (although that's not guaranteed), and once on with a rep, we can usually get the information in relatively short order.

  We are looking at ways to better assist all our customers and expanding our online ability is part of those plans.

  Customer response

  27/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  31/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service went down, customer service refuses to help without sitting on the phone for a massive wait time. I require this internet service to work, and do not have time to spend hours on hold. They could help via email or chat but simply refuse to. This company just raised prices, but their customer service has gotten considerably worse.

  

  Business response

  22/06/2022

  Business Response /* (1000, 5, 2022/05/31) */ Hello ****** We understand your frustration but when we are dealing with technical issues outside of area outages and/or line failures, we do need to gather information to determine the cause. At this time we require that to be done via phone calls (or our StartCARE app)to get to the heart of the issue. We do apologize for the wait times. That is not usually an issue for us but on the odd occasion it is, we do know that can exacerbate the situation.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I got their service I told the specifically that they had to run a new line in the house. It took a month of them pretending they knew the problem, when I told them. They even sent me a second modem against my will. I told them to pick it up they wouldn't and they want me to pay send it back. It took them a month to finally listen to me and install a line which was the problem. They've been harassing me about the second modem claim I have to pay it, I told them to pick up because I work when the postal office is open and I don't want to lose money or have to more money for their incompetence. Now they have just cut my service not because I haven't paid just for no reason and didn't even tell they were doing so and I need that internet up and running so know I will be without internet for at least a week. ***************************************************************** *********************************

  

  Business response

  22/03/2022

  Business Response /* (1000, 5, 2022/03/08) */ Hello ******* We never want anyone to become as frustrated as you are. After reviewing the issue we can agree that the issue was with the inside wiring at the residence. That being said, we cannot control that. and can only arrange a line activated to the building. When the tech came the second time to try to resolve those wiring concerns there were some access issues reported. Covid also complicates the amount of direction we can provide and control. As for the Modem, we do not expect you to pay, we have provided a pre-paid return label and we only ask you get it to a post office. We have no way to pick the item up. We do apologize that things did not work out.

• Initial Complaint

  24/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are with start.ca, we have been having issues for over a year with this company now. Just myself and my husband no other users in the home we are not getting the internet speeds that we are paying for. We are paying for. Download of 60 but only averaging 40s , this morning it was 39 download. I have been complaining to start for over a year now , we have done everything that they have asked us to do. They recommended we purchase a new router and they advised us to purchase a certain model. We did that but nothing changed. Every time I call them, they have us go through a routine of unplugging the router, then the modem, then put it all back together again, this might work for a day or so but then it goes back to the same problem again. The same issues are still there but Start are not doing anything to change our situation, just the same excuses given to us every time I call. We would like Start, firstly to fix this problem for good, or give us a higher package at a reduced rate as we have continued for well over a year with this issue. Last week I spoke with a technition at star, he did a PING test and told me the numbers we terrible. He reset it but we are still having major issues. I can't complete online banking for example because when trying to fill out a document, it "times out" before completion because of internet.

  

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/01/27) */ We have engaged ***** and the assigned a rep to work closely with her through resolution. A Manager has reached out and is also following the progress closely and will close the loop with ***** once we have established the clear cause of her issues. We never want any customer to get to the point where they are frustrated like this.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an account with Start. Tv for almost 3 years and I have had numerous problems over the years that still have not corrected. Every time I have a problem I contact them and ask that they fix them in turn they ask me for information that I provide. Despite this they still have not fixed any issues that I am still having they keep telling me they need information which I provide them with everything they ask for every time I call in which is a lot. On average 2-3 times a month until recently I have been emailing a supervisor about fixing these long standing issues but he keeps insisting that he needs more information but these are the same issues that I have had for several years now. When I have spoken to someone on the phone they tell me that they have recorded the info I have given them and will escalate the issue to tech support but when they are able to help the solution is only temporary. At this point I have several issues that they refuse to resolve. Can you please help me?

  

  Business response

  03/12/2021

  Business Response /* (1000, 8, 2021/11/02) */ We have seen since February 2019 very few if any issues with your internet services other than maintenance and outages which fall outside our control. Most of the frustration you are experiencing surround the use of the TV services. Navigation of menus and log in screens. We understand that IPTV may not be the right product for everyone as it is not like traditional cable/satellite service. For best performance requires a stable 5G network. After working closely with the you, it seems that there are issues with the home network setup that may be impacting their viewing experience that need to be addressed. In an effort to assist you with upgrading the network, we have offered to replace the customers' router, without charge. We remain open and willing to work with you to ensure the best possible experience with both the internet and TV products. Consumer Response /* (3000, 10, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issues have been with the TV service not the internet and I have never received notice that a stable 5g network was necessary. As far as I am aware the signal come across the internet not the cell phone and I have changed cable boxes several time but no one ever suggested that it might be the modem. Business Response /* (4000, 14, 2021/11/16) */ When we mention 5G we are referring to the wifi signal from your own personal router. This is a separate thing form the 5G cell phone service, the 2 are not related. The issues you are having are related to your particular home network setup. We have worked hard to help you with that. We will have someone reach out to you to help clarify next steps. Business Response /* (4000, 20, 2021/12/02) */ We have assigned a Customer Success Specialist to work with Mr Toulouse on the home network setup to help clarify how it works and what things influence the effectiveness of that set up

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩