The worst customer service EVER
Ethernet connection drops
First am an IT tech and I pay for a 3 Gbps Fiber connection here in Quebec.
My ethernet connection randomly drop for a couple seconds to couple minutes.
Brand new cable CAT8 on a 2.5 Gbps i225-V builtin motherboard. I tried two different PCIe ethernet adapter 5Gbps and 10Gbps with the same result. Random drop. This is annoying, since the way I noticed is a popup on my OS that saying "connection drop etc...".....
THE PAIN OFF BELL CUSTOMER SUPPORT
You have to go on Bell website and force you to use their "Virtual Repair Junk"
The only thing that junk is doing is rebooting you modem.
Then finally I'm able to chat with someone. --> Kadzmir
Chat Transcript
- 21:21:12 Kadzmir: Please let me have 1-2 minutes to review your interaction with the virtual assistant to assist you effectively today. If you want to visit your account, you always visit https://support.bell.ca or use the mybell app .
- 21:22:23 Kadzmir: I'm sorry to hear about the internet issue you are experiencing. I know this can be difficult. Let me go ahead and try to help resolve this.
- 21:23:26 Consumer: ...
- 21:23:57 Kadzmir: Are you at home now?
- 21:24:04 Consumer: yes
- 21:25:05 Kadzmir: Thank you for confirming. So is your internet totally down? no access to browsers, webpages from any of all your devices?
- 21:25:30 Consumer: ethernet randomly disconnect / cut
- 21:25:42 Consumer: i dont use wifi
- 21:25:55 Kadzmir: Right now, is it offline?
- 21:26:00 Consumer: nope
- 21:26:33 Kadzmir: Thank you for the update. Do you have a preferred mobile contact number?
- 21:26:53 Consumer: for ? I gave it to your AI support bot already...
- 21:27:04 Kadzmir: In case we disconnected.
- 21:27:15 Consumer: xxx-xxx-xxxx
- 21:27:31 Kadzmir: Thank you.
- 21:28:51 Kadzmir: Let me run some configurations on my end NAME. Please allow me 1-2 minutes.
- 21:28:56 Consumer: ok
- 21:32:26 Kadzmir: Thanks for waiting NAME. On Power button, is it off or on? or modem reboot repeatedly?
- 21:33:39 Consumer: what that supposed to mean ? if you prefer french go ahead
- 21:33:51 Kadzmir: On your modem.
- 21:34:04 Kadzmir: There is a power button
- 21:34:06 Consumer: yes
- 21:34:36 Kadzmir: The LED's light, is it off? on? or modem reboot repeatedly?
- 21:35:07 Consumer: modem right now is correct. the OK light is white
- 21:35:25 Consumer: not rebooting at the moment
- 21:35:31 Kadzmir: Thanks.
- 21:36:01 Kadzmir: I apologize I dont speak or write French.
- 21:36:08 Consumer: no worrie
- 21:36:32 Kadzmir: I understand your time is important, and I will do my best to resolve your issue as quickly as possible.
- 21:36:40 Consumer: ok
- 21:37:28 Kadzmir: Thanks for all your responses.
- 21:37:29 Kadzmir: Our systems have detected a potential issue with your service
- 21:37:37 Consumer: like ?
- 21:37:40 Kadzmir: We need to verify some details with our back office support team regarding your network connection. (and I never get an answer...)
- 21:37:53 Kadzmir: If the chat gets disconnected, we will contact you back on the contact number you provided earlier.
- 21:38:03 Consumer: mmm k
- 21:48:18 Kadzmir: NAME,
- 21:48:22 Consumer: yes
- 21:48:30 Kadzmir: Apologies for the long wait.
- 21:48:57 Kadzmir: I will need to transfer you by chat since I'm unable to make a phone call
- 21:49:15 Consumer: phone ringed I answered but no one talked
- 21:49:22 Kadzmir: Don't worry, I will stay here until we reach them
- 21:49:27 Kadzmir: That's why
- 21:49:34 Kadzmir: I need to do reboot.
- 21:49:49 Kadzmir: Please accept my apologies.
- 21:49:53 Consumer: ok
- 21:50:10 Kadzmir: For self serve options ,you can always go to https://support.bell.ca
- 21:50:32 Kadzmir: Let me go ahead and transfer you now
- 21:50:36 Consumer: ok
- 21:50:41 Kadzmir: will there be anything else I can help you with? - 21:50:46 Consumer: no thx
- 21:51:03 Kadzmir: hank you for your time and for choosing Bell and have a wonderful day! Please stay on this chat/
- 21:51:09 Consumer: ok
- 21:51:53 Rashida: NAME Thanks for reaching out to Bell. I’m Rashida, your mobility support agent. I’m here to make things easy and get everything sorted for you.
- 21:52:20 Consumer: why mobility support ? my problem is with internet 21:52:37 Consumer: not mobile right ?
- 21:54:15 Rashida: NAME, I understand your concern about your internet service. Since you’ve been transferred through Mobility chat support, let me connect you with our Residential Internet team over the phone so we can resolve this for you right away.
- 21:55:22 Rashida: Please provide the best number where I can call you so I can connect you with the right team in our Residential Internet department to get your concern resolved. Once I have your number, I’ll make sure you’re transferred to the correct team right away.
- 21:55:44 Consumer: the same I gave to the other dude xxx-xxx-xxxx
- 21:58:59 Consumer: still waiting for the call
- 22:01:10 Rashida: You may now close the chat, as you’ll be assisted over the phone by our Residential team. They’ll be able to fully resolve your concern. Thank you for contacting us today.
- 22:01:13 Rashida: Just want to share a quick self-serve option that will help you save time.You can manage your account anytime with MyBell it’s free, easy to use, and lets you view your balance, usage, bills, and plan details 24/7 at bell.ca or by downloading the MyBell app.
End of Transcript
Phone ring, a call from NEW-JERSEY
First I tought it was a scam !!!! (So Bell Canada hire immigrants from the USA ? for their customer support ?)
Now I'm on the line with RASHIDA...
She told me to use an other port on the modem !! "...unplug the cable from 10G and use any other port..."
The modem/router is Bell Giga Hub 2.0 aka Sagemcom FAST 5697 and have 1x10G, 2x2.5G, 2x1G ports.
I'm paying for a 3Gbps connection... I will not use any other port for that reason.
Guess what I endup hanging up because this was an absolute waste of time.
Dogshit service.
The only thing they are able to do is rebooting your device LOL
