CIA is upgrading the phone systems, but right now they're testing the maximum amount of people the system can handle before it crashes. And no, the "investor relations" number is NOT meant for regular customers, only investors. Keep trying the 1-800 numbers and you will get through eventually.
Also, try help.cia.com to try and get it working in the meantime

I've been trying to contact CIA for months with no success at all. They have been double charging my account on both internet and local phone service for the past 4 months, actually since day one the service was available to me :( I called/emailed them on the weekly basis. Some times the agent admitted the billing error and gave some credits, but most of them just have no clue at all. Even though I got some credits, on the next billing day, those credits suddenly disappeared and I still got double charged. The funny thing is that each month the amount posted to my credit card was different, somewhere between $60 to $80 (excludes long distance charge which is separate and also wrong as well. That is another story), definitely more than the regular rate $39.95+taxes . I keep the screen shots for every time the account balance charges and I am thinking to send them to the credit card company to recall the payments. Does anyone know if I could have the credit card company to limit the payment? Who knows the email address of Paul Mercia so I can send those screenshots to him ?

Thanks !

I've been trying to contact CIA for months with no success at all. They have been double charging my account on both internet and local phone service for the past 4 months, actually since day one the service was available to me :( I called/emailed them on the weekly basis. Some times the agent admitted the billing error and gave some credits, but most of them just have no clue at all. Even though I got some credits, on the next billing day, those credits suddenly disappeared and I still got double charged. The funny thing is that each month the amount posted to my credit card was different, somewhere between $60 to $80 (excludes long distance charge which is separate and also wrong as well. That is another story), definitely more than the regular rate $39.95+taxes . I keep the screen shots for every time the account balance charges and I am thinking to send them to the credit card company to recall the payments. Does anyone know if I could have the credit card company to limit the payment? Who knows the email address of Paul Mercia so I can send those screenshots to him ?

Thanks !
if I were you, I'd just block CIA from making future payments from the credit card

The price is $39.95 if you are not renting any equipment (ie.. the Voice Terminal & Modem)...if you are renting them from CIA.. then you'd see $4.95 in additional charges on top of the $39.95.

I myself am renting just the Voice Terminal.. so my charges after tax are about $47 and change.

You can take the above idea and block CIA from charging your credit card, but they might then just Cancel your service. But I guess its a risk in either case

djino
"I'm not sure what you should do"

The price is $39.95 if you are not renting any equipment (ie.. the Voice Terminal & Modem)...if you are renting them from CIA.. then you'd see $4.95 in additional charges on top of the $39.95.

I myself am renting just the Voice Terminal.. so my charges after tax are about $47 and change.

You can take the above idea and block CIA from charging your credit card, but they might then just Cancel your service. But I guess its a risk in either case

djino
"I'm not sure what you should do"

I bought the modem from ebay and the Motoroa VT1000 from CIA for $120 6 months ago. The monthly charge in my account is acually split into two parts one for Hight spead 25 something and 36 something for the phone. I used to be with 3web for the high spead only and 6 month ago was transfered to CIA. So I guess that was the reason why I had both charges. But still don't understand why 36 for the phone service :( Anyway, I do understand the billing could have errors; but just don't like the way their CSR teats a customer. Two months ago I spent more than one hour to teach a CSR how to do the basic math calculation - regardless what I said, he still believed that 60+ charged to my credit card was a correct number.

I bought the modem from ebay and the Motoroa VT1000 from CIA for $120 6 months ago. The monthly charge in my account is acually split into two parts one for Hight spead 25 something and 36 something for the phone. I used to be with 3web for the high spead only and 6 month ago was transfered to CIA. So I guess that was the reason why I had both charges. But still don't understand why 36 for the phone service :( Anyway, I do understand the billing could have errors; but just don't like the way their CSR teats a customer. Two months ago I spent more than one hour to teach a CSR how to do the basic math calculation - regardless what I said, he still believed that 60+ charged to my credit card was a correct number.
I'd try calling 3-Web, it sounds like the high speed bill is still hung over at 3-Web, so call them and see if they can cancel or transfer that part of the bill to CIA. Good luck!

I'd try calling 3-Web, it sounds like the high speed bill is still hung over at 3-Web, so call them and see if they can cancel or transfer that part of the bill to CIA. Good luck!

The problem is that they are not reachable anymore :( The last time I spoke to them was 1.5 month ago, someone admitted this error but the best he could do is to send an email to the accounting department to fix. The accounting department is not open to the customer. As soon as the email was sent, CSR is off hands. No one is really accoutable for solving the issue at all. Same thing repeats for every month; I know next month I will see the higher bill again. Some times I saw the credits some times I didn't. Again each month the total charged to cc varies from 60-80. What else can I do ?

I've been trying to contact CIA for months with no success at all. They have been double charging my account on both internet and local phone service for the past 4 months, actually since day one the service was available to me :( I called/emailed them on the weekly basis. Some times the agent admitted the billing error and gave some credits, but most of them just have no clue at all. Even though I got some credits, on the next billing day, those credits suddenly disappeared and I still got double charged. The funny thing is that each month the amount posted to my credit card was different, somewhere between $60 to $80 (excludes long distance charge which is separate and also wrong as well. That is another story), definitely more than the regular rate $39.95+taxes . I keep the screen shots for every time the account balance charges and I am thinking to send them to the credit card company to recall the payments. Does anyone know if I could have the credit card company to limit the payment? Who knows the email address of Paul Mercia so I can send those screenshots to him ?

Thanks !


It's odd the CIA would be charging you different amounts each month, unless there's been changes made to a product (VOIP, internet, LD, etc) You should try calling our billing department (I know, there are times you can't get through, just keep trying) or even email billing@cia.com. Emails will take a few days to process, though. Try logging into myaccount.cia.com and view the billing on each product, that may explain some. If there's still a dispute keep calling the billing department! We're here to help!!!!

I've been trying to contact CIA for months with no success at all. They have been double charging my account on both internet and local phone service for the past 4 months, actually since day one the service was available to me :( I called/emailed them on the weekly basis. Some times the agent admitted the billing error and gave some credits, but most of them just have no clue at all. Even though I got some credits, on the next billing day, those credits suddenly disappeared and I still got double charged.

This happened to me too!

I think it's just their system is messed up, I dont think it takes the previous months balance into consideration.

They gave me some credit back, and it shows up on myaccount.cia.com as an negative amount for the month..... the next month the total shows the full amount ($45, I'm renting) even though the previous month's balance is negative from the credit.

Can't talk to anyone about it either.

Sigh.

It's odd the CIA would be charging you different amounts each month, unless there's been changes made to a product (VOIP, internet, LD, etc) You should try calling our billing department (I know, there are times you can't get through, just keep trying) or even email billing@cia.com. Emails will take a few days to process, though. Try logging into myaccount.cia.com and view the billing on each product, that may explain some. If there's still a dispute keep calling the billing department! We're here to help!!!!

Hello CIA Sable,

Please don't get me wrong; I like the convenience of combined service, and CIA service was good/stable from day it was available to me.

I understand everybody makes mistakes; but I'm just so frustrated that no one would take some personal responsibility to fix the billing. Every time I was told by the CSR the email was sent the proper department and the billing of your account "should be" fixed for the next month. But again it is still wrong today. Here is the list payments for the last a few months. Please note those positive numbers were the actual ones charged to my CC; those negative ones never posted back to CC. The only product I bought from CIA was the Motorola VT100 for $99+taxes+delivery(?).

Your CIA Local Phone High Speed Payments

Payment Date Subtotal GST/HST PST Total Payment Status Payment Type
Sep 12-2006 $ 24.95 $ 1.50 $ 0.00 $ 26.45 received Invoice
Aug 02-2006 $ 24.95 $ 1.50 $ 0.00 $ 26.45 received Invoice
Jul 05-2006 $ 26.84 $ 1.61 $ 0.00 $ 28.45 received Invoice
Jun 02-2006 $ 32.50 $ 1.95 $ 0.00 $ 34.45 received Invoice

Your CIA Local Phone Payments

Payment Date Subtotal GST/HST PST Total Payment Status Payment Type
Sep 12-2006 $ 30.48 $ 1.83 $ 0.00 $ 32.31 received Invoice
Jul 11-2006 -$ 27.93 -$ 1.68 -$ 0.00 -$ 29.61 received Credit
Jul 05-2006 $ 162.25 $ 9.74 $ 0.00 $ 171.99 received Invoice
Jul 04-2006 -$ 21.49 -$ 1.29 -$ 0.00 -$ 22.78 received Credit


There is a pending ticket 1132679 open for the above issue. Will the Oct bill be fixed ? Also just so you know, the call display is not entire correct. I believe there are at least 2-3 tickets open for that. There is no datetime stamp of callers. There are only caller name and caller phone number. I would appreciate if you could also take this and get it fixed.

Thank you so much !

Hi vipros;

I have no problems with negative comments towards the company, after all, that's what a forum is for, right?! Lol! Things would be a lot easier if CIA just hired more agents.....:(

Your billing does look kind of strange, though, it should be the $39.95/month plus any extras you have. Keep in mind that we also JUST made all of the calling features free, so if you had any previous to August 15th, they would be added onto those bills.

Regarding the credits on your account, they should be automatically applied to the next months bill (usually takes about 10-15 days for a credit to be applied to the next billing cycle). Everything should be fixed up by October, but honestly, just keep an eye on that bill and make SURE the system has done it correctly.

The issue with the date/time stamp is actually a system issue. Mine doesn't work either, and that really annoys me. It worked for about a week when it first launched, but then a bug got into the system and they're still working on it. Trust me, there's a LOT of tickets open on that issue.

Hope that helps a bit.

Hey chicko.

If you check your account on myaccount.cia.com, it should list the internet under CIA instead of 3web. It's the exact same internet, just with a different brand on it. The change-over happens the second you or a sales agent presses the "submit" button on the cia signup.

Just had to drop a line in here....back to some high-quality blood-and-gore online gaming.... haha.

I'd try calling 3-Web, it sounds like the high speed bill is still hung over at 3-Web, so call them and see if they can cancel or transfer that part of the bill to CIA. Good luck!

I have been with 3web since dec 05 and cybersurf now for 6 months. I've read all the forums and many others. My voip service with cybersurf has been a rollercoaster ride to say the least. I was out for 11 days, ended up fixing the problem myself, (long story) The present problem is the dial up speeds every evening and week-end. Should be
6MB not 281kb I can live with the crap speeds but my phone service needs the faster connection, many times callers to my house get phone not in service. Makes it seem like i'm not paying the phone bill. I have tried contacting them through email and any phone number i can find no luck at any time of day. They must be using cybersurf as their provider heehee. Does anyone have an email address or phone number that works. It's been a month now enough is enough!

For me a "decent provider" is provider who actually provides service for which he charges.

In Montreal, Videotron provides VOIP service, but not to all locations. Wherever the service is less than 95% reliable, they will not provide service to that location. That's where the garbitch companies like CIA come in and claim that they use Videotron's network to provide the same service, when in fact what you get is nothing but service interruptions, not to mention retarded customer service.

;)

Hello. I've signed up with 3web, and purchased a modem separately because I want an integrated modem/router/wifi. I've bought a linksys wcg200 wireless cable gateway, and 3web will connect me next week.

The problem is that 3web don't officially support the linksys or any other integrated modem/router. I talked to linksys tech support and a nice Indian lad told me that provided 3web registers my mac address it should work, and linksys tech support will help me configure the device if needed.

Does anyone have experience using modem/router gateways with 3web?

If I can get 3web to work I'll upgrade to cia voice service and buy an ip telephone rather than use their adapter. Has anyone managed to use a hardware ip telephone with cia?

We're in a small apartment and don't have room for multiple little boxes and all the wires that come with them.

ok, just got my cable modem, ATA, did the install, internet works, the phone works.
My question: How do I access my voice message and make changes? I press *98, it asks for a passcode. Where the do I get this.

Second question for those who's been a customer of cia. Did you receive a paper copy of first invoice in the mail. I thought the initial cost of this service is around 200 bucks. My credit card was slightly billed over 300 bucks? What the F**k? I bought the modem and the ATA, what is the breakdown of the bill?

Calling 611, it hangs up or emailing CIA has been a joke. I can't get through no matter what time I call and no replies. :confused:

My question: How do I access my voice message and make changes? I press *98, it asks for a passcode. Where the do I get this.

The answer to your question is cleverly hidden on the Cia website somewhere.

I managed to find it, and the initial password is simply your 10 digit phone number ( including the area code). However, don't phone your voice mail first. simply pick up your phone and dial *98. The voice mail will then ask for your password... ie your 10 digit phone number , then you will get to pick a new passcode. Good Luck!

Its too bad CIA doesn't automatically email you the instructions to use when first accessing your voice mail.

Hello:
I am very disappointed of CIA/3web. First all their phone numbers do not work for a several weeks now and no responses to my e-mails. Also my cable internet is down to twice a dialup speed and my phones has alot of noises and broken voice when talking. can not get in touch with anyone there since all their numbers are down. I have problems over problems and just had it. CIA.com/3web are the worse telecommunication company out there. I was wondering if anyoneknow of a working number for me to call to cancel my services. Its been several months of headaches for me and my family. I need someway of getting in touch with them. Need a working telephone number to call. I do not know what has happened for their service to become this awful. Please someone here help me. Need help very badly. Going crazy over all these problems. Thanks in advance.

Ya, I've been trying to call in aswell with some questions (nothing urgent.. as my service has been pretty good for the past 3 months). Been trying to since mid August and have not been able to get through

FYI, I believe their is a cancel option within myaccount.cia.com . But as for speaking to someone... I'm not sure :(

djino
"That is the only option I can give you"

Sounds very familiar.

Here is my advice.
First, block your credit card !(even if you officially cancel the service, they will still attempt to charge your card (then they would only reimburse whatever they think is right)
Second, if you have prepaid the month, say goodbye to your money (read the contract).
Pack their garbitch nicely into the box and send it back to them.

This is your best option. Any other option is going to cost you more money.

////
Notice CIA will claim that they are using "whatever" network and they will point the finger at some other provider. The other provider will tell you there is nothing wrong with the service. Even If CIA actually restores the service, further interruptions are guaranteed, without possibility to call customer service (and even if you reach them thay will not help you). And trust me YOU WILL LOOSE MONEY.

The sooner you quit the less you will loose.

Is anyone able to get through by telephone? I find this to be extremely bad. How are they even able to get new clients if 1-877-7GET-CIA isn't working. They are still advertising big here in ottawa with OCTranspo busses painted all over with the telephone number and cia.com, I dont get it.

I have even tried going to cia.com and it defaults to the DIAL-up service for US Customers. WTF?

I've tried cia.com/canada ...its a valid url, but it only shows a flash presentation with nothing else.

I have no issues with the service, but I'm getting worried that the service will automatically be cancelled on me without any notice and I wont be able to get through to find out why.

djino
"*Sigh*..I guess I'll start shopping around just incase"