Start Communications - ISP Logistical Review

[asaadmq]

Logistical Review - http://www.start.ca
Sales thread: http://forums.redflagdeals.com/start-communications-finally-cheap-cable-internet-cogecoland-1151057/


March 24, 2013 - Total months service: 8 months.

Not sure if this will help, but i decided to do this because i am sure people are getting tired of the big 2, so maybe those on the fence about switching ISPs might re-consider after they know the steps. I know this may be common knowledge, but knowing details never hurts.
If you like this review and want to sign up with my referral name (Asaad) I would appreciate that!. More info (Not a referral link!): http://www.start.ca/about/referrals
Just a heads up, we currently have Bell Phone, Internet 6 DSL, and Satellite. Looking to cancel internet and phone in the future to go VOIP.


Random Points of interest:

Until your bandwidth meter works - https://www.start.ca/support/usage - you have unlimited bandwidth! (Roger land only, Cogeco is metered)
You have to phone in to activate an e-mail address.
Speeds may be higher than you signed up for due to unallocated spaces. (very common)
Torrenting works with encryption and port forwarding.
Can rent a modem for $5/month vs. Teksavvy which doesn't let you.
Can waive $50 cable installation fee if you have Rogers cable vs Teksavvy which retains $65


Peak hours - Standard Cable 25 down 2 up:
http://www.speedtest.net/result/2597373076.png


1. Called to check address and confirm services – 25 minutes. – July 23, 2012

a. General feeling was they need customers since the person was patient and willing to answer questions.
b. Was told about fees like dry-loop DSL fee, installation fees, modem buyout fees etc.
c. Helped me pick out the best solution : DSL fees vs Cable with rental modem, I wanted to spend less upfront. Max in my area is DSL 12, with cable we get more for our “dollar” so I picked cable.
d. With standard Cable (18/512), since we haven’t been using our cable, $50 installation fee applied, ok with that.
e. Gave CC, charged $107.29 upfront for : $39.95 + $5 modem rental fee + $50 installation + tax. Asked for transaction number and account # in case.
f. Rogers technician can be scheduled for 2 or 3 days and time frames. I choose one day two time frames, but you can do 2 days and 1 time frame – morning and afternoon.
g. Scheduled for installation on the 30th morning, afternoon time frames, 2 days “free” internet since period starts Aug 1, 2012. Was told technician will call ahead to confirm.

2. Emails

a. Was told an email will arrive in 24 hours, arrived same day @ 4pm with account info, and that I will be paying $50.79/ month. Billing period 1st of each month.
b. July 24, 2012 - Shipment notification next day (from Start Communications) notifying my modem has been shipped w/ tracking number (Canada Post Xpresspost).
c. July 25, 2012 – Called technical support to get supported cable modem list (See Below).

3. Modem (Motorola SB5101N) – July 25, 2012 (London to Richmond Hill)

a. Came next day, was marked sent out on July 24, 2012.
b. Included simple brown Motorola box. Contained minimum packaging, and the modem was BRAND NEW with user account sticker, Ethernet cable, Adapter, Modem manual/terms and the following start material: TOS, Start Quick Setup Modem manual, welcome slip with list of material included.
c. Random note: Based on terms of service, they may delete server email after 6 months.
d. Modem test: Plugged in to laptop (no cable connection yet), can access through 192.168.100.1, everything seems good.
e. Now to wait from today-July 30, 2012 for installation.

4. Installation

a. Called on a weekend, July 29, 2012 to confirm the person will be coming from 8am to 11am – the first time slot.
b. Rogers contractor called 1 hour ahead of time.
c. Came at 10:30, checked the cable connections. I found that our Bell Sat Installation wasn’t using its own line but rather they hijacked Rogers cable. Need to call Bell up to fix this.
d. Start.ca called @ end of day to confirm everything was connected ok.
e. Speeds so far so good, speedtest.net revealed 20-25 down. I signed up for 18 down so I guess they have more than enough speed sectors available in my area.

5. Usage - July 30, 2012 onward.

a. Usage meter not working yet.
b. Got invoice in email + PDF on Aug 1, fee charged for setup on the 23rd, and cable/rental fee on Aug 1.


5. Usage - Dec 24, 2012 onward.

a. Usage meter not working yet. Yes!
b. Still smooth sailing so far, no problems that i know of.
c. Sometimes the speed can go up to 25 down on weekends.

6. Upgrade - Jan 18, 2013 onward.

a. Usage still not working. :)
b. Checked online and they have faster speeds in my area - 25Mbps/2Mbps for $39.95 vs old 18/512 for the same price. I wasn't told about this but they will send me a free DOCSIS 3.0 rental modem. However, i need to pay shipping to ship my old modem back.




Check online with your postal code - there may be faster speeds available in your area for the same price!. You may still be on the old plan.
- Jan 18, 2013 - (http://start.ca/services/highspeed)




------------------------------------------------------
Approved modem list:
http://i48.tinypic.com/296lwlx.png

[smihaila]

Although not officially stated, they do support Motorola SurfBoard SB5100 as well (DOCSIS 2.0). That's what I'm using and it's good. No need to either buy another one or pay any monthly rental fee.

[asaadmq]

Updated with speed test, and poi.

[Supercooled]

Almost 3 weeks after I signed up to Distributel (for the 2nd time), I'm still waiting for them to activate my modem. Granted, it's a Rogers thing but they sure aren't working hard enough, from my vantage point. i have to call in almost every day just to get an update and as anyone who has ever called Distributel knows, calling them is an adventure in and of itself.

The first time I used them it was really seamless but this time around, I'm waiting and waiting and waiting... all they need to do is get Rogers to activate my MAC address but it seems they can't be boethered since they already charged me for the first month and subsequent months on preauthorization.

Distributel, get your act together or I might just sign up with START.

[kcorscadden]

Almost 3 weeks after I signed up to Distributel (for the 2nd time), I'm still waiting for them to activate my modem. Granted, it's a Rogers thing but they sure aren't working hard enough, from my vantage point. i have to call in almost every day just to get an update and as anyone who has ever called Distributel knows, calling them is an adventure in and of itself.

The first time I used them it was really seamless but this time around, I'm waiting and waiting and waiting... all they need to do is get Rogers to activate my MAC address but it seems they can't be boethered since they already charged me for the first month and subsequent months on preauthorization.

Distributel, get your act together or I might just sign up with START.

WOW !!!!!

I would have been gone 2 weeks ago if they pulled that crap on me. 100000000000000000% unacceptable IMO

[Supercooled]

I spent close to an hour waiting for their tech support to speak to me only to have him tell me he'll update me when Rogers has updated the ticket. So why do I need to call every day to get these updates that you were suppose to call me about? It seems like there is ONE person manning the phones. IDK, I'm pretty close to re-packaging this modem and sending it back to them. Having said that, I know how resistant Rogers is about servicing their resellers are.

Just get it working dammit.

[asaadmq]

I spent close to an hour waiting for their tech support to speak to me only to have him tell me he'll update me when Rogers has updated the ticket. So why do I need to call every day to get these updates that you were suppose to call me about? It seems like there is ONE person manning the phones. IDK, I'm pretty close to re-packaging this modem and sending it back to them. Having said that, I know how resistant Rogers is about servicing their resellers are.

Just get it working dammit.

I was close to getting Distributel until i read the reviews carefully...
They are marketing very heavily, any company that does that is desperate for customers (my opinion anyways).

[Aznsilvrboy]

Any reason to go with Start over Teksavvy? For the same 28/1 cable service, Start is $3 more per month.

[george__]

Yeah Teksavvy uses outdated cable technology

[Aznsilvrboy]

Yeah Teksavvy uses outdated cable technology

Can you elaborate? What are the advantages and disadvantages of their respective technologies?

[infamouskid]

Yeah Teksavvy uses outdated cable technology

haha what???
please entice me. whatever do you mean? lol

[george__]

I don't know?
RFD member said something about congested cable or something?

Uhh -- look in the I bought Teksavvy did I make right decision thread

[asaadmq]

haha what???
please entice me. whatever do you mean? lol

Ha, i have no idea what he said. But from my experience:

Teksavvy has more of a upfront cost to get started. I can't rent a modem, whereas i can do that with Start for $5/month. Also, Teksavvy has a higher installation fee which can't be waived (i think) whereas Start is only $50 and can be waived. There are probably other differences, but overall, i like dealing with medium size companies due to customer service. Probably just me.

In the end, its Rogers internet anyways right?

[bursilym]

K this is pretty bs. People using isp that uses rogers internet are getting cheaper internet than actual rogers customers? WTF?

[infamouskid]

Ha, i have no idea what he said. But from my experience:

Teksavvy has more of a upfront cost to get started. I can't rent a modem, whereas i can do that with Start for $5/month. Also, Teksavvy has a higher installation fee which can't be waived (i think) whereas Start is only $50 and can be waived. There are probably other differences, but overall, i like dealing with medium size companies due to customer service. Probably just me.

In the end, its Rogers internet anyways right?

1. rent modems? if that is your thing. then go ahead but who wants to rent anything these days? especially when equipment is cheap.
2. upfront? i would say more transparent.
3. no install fee or dryloop fee to any independent isp is ever waived. if your isp decides to eat that charge for you they are taking that loss.

[mcg]

I'm going to give START a go after my last month with Bell ends in September.

Where do you guys get modems for cheap? eBay is still relatively expensive for SB6121, I might just consider renting it since I plan to stay with them only a year or so... 12 x 5 bucks = $60.

[jypeng]

I'm interested. Looking at the recent customer reviews (both canadianisp.ca and dslreports.com), my feeling is that Teksavvy's customer base is getting too big too quickly and new-client-experience is deteriorating. In comparison, Start.ca seems getting good comments from new clients.

In addition, if you compare the forum for Teksavvy and Start, you'd notice the difference. I think TSI is becoming a semi-Rogers, and Start currently looks like the Teksavvy-few-years-ago.

I'm with Teksavvy on DSL at the moment and thinking of going for cable. Maybe it's time to give Start a try.

[smihaila]

Very good point. I have the same opinion about TSI. And after trying TSI cable and Distributel cable, I settled on Start.ca - also thanks to another user posting the early impressions on this company.

[duckdown]

I've been using START on Rogers lines for 2 months now since moving in with my girl and we couldn't be happier. Often download from Astra at 4MB/s and haven't even really had a minor interruption as far as I can tell. Speed is very very consistent and unlike the people above I found their support to be fantastic; often responding to my questions on their Twitter feed within minutes even at midnight.

I really could not be happier and am so glad we chose them

[Avatar]

Well. It is good to have more competition. The $3 difference between Teksavvy and Start is minimal. I really care about the customer service instead so would like to see how's Start doing in the long run.

Teksavvy is going downhill. Slow speed and congested node during the evening as the line is over subscribed. They won't or can't do anything during an outage which I'd like to see if Start is more efficient on this part. Also problems during the transfer as stated by lots of others that the tech not showing up as promised while people were taking days off to wait for them (not once, not twice, but three times..).

[l69norm]

My review,
Tues Oct 9....ordered for a neighbor, selected appointment dates for install
Weds Oct 10 ..phone call from start to confined install apt date, phoned back and they answered on 3rd ring
Fri Oct 12.. received modem by express post
Mon Oct 15.. Rogers tech (contract Guy) install modem and cable connection, Up and running about 1 hour later. Bang on for speed, 0 error rate
Tues Oct 16.. call from start to confirm install went ok

Install went 5/5, great customer service.

Coming from acanac dsl, big difference in customer service

[aemi]

I've been with them for a few months already, I even switched my parents from Acanac to them... they are absolutely great. Speed is decent, price is excellent. If you want more information, just ask me. I don't work for them.

[asaadmq]

Updated some parts, no downtime and speed is great.

[LazyEvul]

Excellent review! I'm looking to switch my household to Start Communications, but I wanted to know something first. My brother has his own Rogers cable connection to the house, while the rest of the house currently runs on Acanac. We're looking to switch from Acanac to Start. Would we be able to share my brother's Rogers cable (without a drop in connection speeds), or would we have to setup a separate cable? Even if it's possible to share the cable, I'd be willing to pay the extra $50 installation fee if the separate cable meant noticeably faster speeds.

[asaadmq]

Just realized faster speeds were available in my area for the same price. 25/2 instead of 18/512.

Updated post.

[Scycotic]

Excellent review! I'm looking to switch my household to Start Communications, but I wanted to know something first. My brother has his own Rogers cable connection to the house, while the rest of the house currently runs on Acanac. We're looking to switch from Acanac to Start. Would we be able to share my brother's Rogers cable (without a drop in connection speeds), or would we have to setup a separate cable? Even if it's possible to share the cable, I'd be willing to pay the extra $50 installation fee if the separate cable meant noticeably faster speeds.

You would need a separate cable connection to the nearest node...They'd have to pull a new cable and bring in a new cable, so new demarcation point.

[Scycotic]

Just realized faster speeds were available in my area for the same price. 25/2 instead of 18/512.

Updated post.

Yes, Start now has access to the faster speeds that Rogers offers because they are already on aggregated POI. The CRTC is still deciding on whether or not to force Rogers to give these speeds to non-aggregated ISPs like Teksavvy. So for now Start has faster speeds than TSI, but hopefully within the next few months TSI will be given access to these speeds as well...

[asaadmq]

Update: Still going strong, no problems that i noticed.

However, their webhosting is a joke, lol.

[Jstarships]

Does anybody know if Ottawa is Rogers or Cogeco? I think it would be Rogers but I just want to be sure. I want to go with Starts 35/3 49.99 plan, but not having unlimited bandwidth can be a deal breaker. Are there any ETAs for how long this unmetered business will last?

[Scycotic]

Does anybody know if Ottawa is Rogers or Cogeco? I think it would be Rogers but I just want to be sure. I want to go with Starts 35/3 49.99 plan, but not having unlimited bandwidth can be a deal breaker. Are there any ETAs for how long this unmetered business will last?

They've already finished deploying the meter: http://www.dslreports.com/forum/r28214868-Account-usage-for-cable-customers-in-Red-areas

[Jstarships]

They've already finished deploying the meter: http://www.dslreports.com/forum/r28214868-Account-usage-for-cable-customers-in-Red-areasThanks for letting me know, I couldn't find any information on it.