Did they promise to solve the problems ?
Or just to excuse their incompetency and blatant lack of customers respect ?

With the exception of holding shares my experiences are now the same as ssunp: Satisfied but dread having to ever call Customer Support.

I'm not sure if anyone else is experiencing the same isssue, but I'm never able to get through to calling 1877-7GET CIA ..Always a busy signal when I'm calling from my CIA line (been like this for the past 10 months at least).. but if I dial from an outside line, I can get through right away.

djino
"anyone else?"

I had the same problem.I believe this is the case for everyone from Quebec and Ontario. Dial all simply 611 from your CIA line...

Thanks, yes I found this out 2 days ago.

Is this advertised anywhere in myaccount.cia.com or anyplace else?

djino
"Would have saved me a lot of headaches if this is all I had to do from Day 1"

I told my best friend about this two years ago and he has been a happy user ever since.

Finally I got off my ass long enough to get this too. No problems here either. Although my friend lives in an older community and gets about 6,000 kbps.

I live in a younger community full of teens and only get about 2,000.

In Calgary this is just plain old Shaw and Shaw digital phone. The reason this phone works good is it is VoIP to the Central Office. Your packets never travel the Net.

I thought I'd share my joy: I switched to Voipgo from 3web. They started out good, but started to really suck in terms of service and support.

I've since switched to Shaw digital phone (now that they offer the Lite service, $29.99 / month, 4 cents/min LD) and haven't looked back.

Great service and my internet bandwidth isn't affected AT ALL (voip gateway is also a cable modem using a different frequency than the internet pipe). I couldn't ask for a better service or support.

If you want quality, go Shaw, all the way!

Good day to you guys.

Just tried cia.com voip and using 3web for quite a time.They've given me linksys spa2102 and as usual it is locked.I managed to do port forwarding after doing the factory reset and then resync it to the server.It works and just one problem now..i am noticing that the spa2102 will just reset itself or seeing in my bandwidth monitor that the signal will just drop naturally even when you're calling.

Tried to call tech support but til now, no avail.Wondering if any of you guys have the same expereince, could it be the adapter or cia themselves.

I was having problems with my VT1005S crashing from the start. CIA claimed it was my Linksys router; but then I eventually went off Linksys but the voice terminal issue persisted, until finally the Motorola VOIP terminated entirely. Being under a year I expected the warranty to kick in seeing CIA tech support agreed, after putting me through their troubleshooting routine, that it was not a software nor hook-up issue. According to them a new VT1005S was to be on the way by FedEx. A week later ~ no delivery ~ I call back using Bell, after the typical hour wait, I again had to prove to CIA that my VT was not serviceable, and so I was told a replacement would be delivered... Again I waited and nothing; calling back I was being pushed around the usual routine when I was finally told that their Shipping Dept had stopped delivery because the VT I had purchased was more than one month old; and that I should call Motorola. I asked for the 1-800. 3 minutes later the techie in Thunder Bay gave me a number which turned out to be a dud; and so I researched the 1-800 over the Internet which got me to Pueblo in Colorado. Several departments later as I was reshuffled to as far away as Buenos Aires and over to Chicago I learned that this particular VT was manufactured in Mexico specifically for Service Providers such as CIA, and that Motorola (which normally gives a 2 year warranty if the product is sold over the counter) will not warranty my VT, and that I must instead consult with CIA. Calling CIA once more I learned that their technical staff was not aware that Motorola did not look after the remainder of the warranty; but they could not explain why I was never called back after they had initially agreed to replace it (twice); nor did they know why CIA never forewarned that one of their purchased products would have but one month's warranty.

At this point I only have Internet and CIA tells me it will not be free, even if I do not agree to pay $100. for another VT, or settle for their rental; however they are giving me one month off my billing come June. "What about your advertising ~ free high speed Internet...?" Turns out there is a clause on their agreement that allows them to charge the full monthly rate. But does that mean CIA was mis-advertising?

BTW I have posted a complaint about Motorola with some US radio media. It turns out that over 12,000 Motorola staff have been laid off since December particularly in the wireless, because of Nokia. Siemens & Samsung are also taking over their marketshare and so Motorola is going the way of Chrysler.

Quick note: I was having an issue with the phone and needed to dial CIA Support. Dialed 611, was first in line and talked to a person within 3 minutes.

WOW!

It was an error in my billing and guess this is why the phone still worked - wonder if things are getting better calling on another landline (or cell)???

Cybersurf didn't provide service & took out extra money
Company: Cybersurf / 3Web / CIA.com
Website: http://www.cia.com

First case: I made a dispute about my billing in March about my February billing. The dispute was about not providing the service I was paying for. I've called in several times before the dispute was made about my internet and VIOP line being down every now and then. And finally, being very frustrated with the service, I decided to disconnect the service in the beginning of March. The dispute was made more that 2 months ago.

Second case: Just after I disconnected the service they still took out money from my credit card for the month of March and April in full. They claim that they received their equipments somewhere in mid-March. I can't disagree with that. But what about billing me for the rest half of the month and for the full month of April?

Their resolution: Now they are saying they got no proof of the service being down. Also, it seems they are just ignoring the extra billing. So, basically they are telling me "No Refund!".

Looks like they are not much customer friendly. What actions can I take so that I can get my refund? Someone please give me a heading.

I don't know how this complaint system works, but in case I need support from other CIA / Cybersurf sufferers (for proof and/or evidence), please email me at <shafiq1987@gmail.com>.

Im one of the dissapointed / pissed off customers of CIA high speed internet.
Im having this problem where my internet frequently disconnects everyday and i have to reboot the voice terminal to get it connected again. I've call the technical support (and guess what? they picked up right away for a change! it was on saturday morning) and he said that i have to open up some port or something.. but i have no idea how to do that. My internet frequently disconnects when i search for servers while playing CounterStrike Source, so im thinking theres a problem with my router setting...
Right now i have it set up : Cable modem -> Voice Terminal -> Router but when i go Cablemodem -> router with out hooking up my voice terminal, it seems to work fine and no disconnection.. except that i have no phone if i do that..

Does anyone have any solution to this problem?

P.S : I have a D-link router

I'm not familiar with the service you use, but one suggestion might be to buy a cheap ethernet switch and run your router off one port and your voice terminal off of another. You will need two IP addresses from CIA for this, of course.

Steve

alex217c I had the same problem. And they are now denying that I had any sort of problem when I had their service. I am pretty sure they won't fix it although they'll make a phony attempt by sending a rogers guy. I'ld advise you to leave the service before you lose more money to them.

After a year and a half of service with CIA, I have decided to cancel. Here is my story.

I lived in Ottawa. Planning to Move to Gatineau, Quebec (still a CIA servicable area) for the end of May (May 28th). I called 2-3 Weeks prior to schedule to move my CIA service from Ottawa to Gatineau. The first rep said it cannot be done, as Videotron (the cable provider for the gatineau area) is not allowing CIA to create new accounts for them. I found that odd (Thinking CRTC woudlnt allow that).

I called back a week later to see if I'd get the same information (you never can trust just 1 CSR from any company). This Rep said, yes I could move my services to gatineau, but instead of moving, it would be like a cancellation and a new connection since I'd be moving from the Rogers network to the Videotron network and that I would incur a $75 connection charge (that Videotron charges CIA). I agreed. and ask them to set it up. The earliest I could get a Installation appointment was June 1st between 8am to 12pm (And my Ottawa service will be disconnected and cancelled on May 31st). (I frowned but accepted..as I'd be without telephone/internet for about 5 days.

Being the pro-active person that I am, I decided to call 2 days prior to my scheduled appointment to confirm the time. The Rep says, yes, there is an appointment for June 1st, but its actually scheduled for 5pm to 9pm. (I sighed as I then needed to take time off work as I work evenings). June 1st comes along and I stayed home the entire day. Guess what, yup, no tech shows up.

so around 10-11pm that night, I run over to my mother-in laws place to use her telephone to call CIA (waited on hold 90 minutes) to find out what happened to the tech. They said they will send a message to the tech and should get a response within 48 hours. (I sighed, and said fine).

I call back 2 days later. The rep I spoke to says, oh, the reason why no tech showed up is because They accidently called a Rogers tech instead of Videotron (Like WTF). The rep says, he will contact a Videotron tech and I should be able to get a installation appointment within 3-5 days and that a videotron tech should call me to arrange an appointment. (I sighed... Do what you have to do, but I maybe looking elsewhere for service).

4 Days pass (Which brings us to today). I called CIA (got a supervisor) to ask them why a videotron tech has not tried to contact me after explaining that I have been without service for almost 2 weeks. She says ok, I'll get a videotron tech on the otherline to ask when I can get an install date. She comes back and says. The earliest date a videotron tech can come out is Saturday June 16th. (I'm like.. WTF!!!!.. what the hell is this). After arguing with her, I just told her do whatever, schedule the appointment.. But in my mind, I knew that was the last straw.

AFter that call, I decided to just get Bell Telephone/Sympatico service. And I'll be setup for telephone in 2 days. If a videotron tech shows up next week, I will just tell him to Go away.

But the story is not over. I just checked my credit card statement. I was checked a regular months service on June 1st. Plus I was charged $95 (I dunno what for, maybe the fake $75 videotron connection charge). Also Another charge for $11.74. WTF... A Rep told me they wouldnt charge me for the Gatineau service until I was connected and registered.

Too bad for the next CIA rep that I speak too tomorrow morning.

djino
"STAY AWAY FROM THIS COMPANY.. you are 99.99999% likely to regret it if you sign up with them. NEW BELL CUSTOMER NOW"

Still no issues with my service. I am a happy camper
I have had a freind who subscribed... ( against my advice as he is not too comuter savy). He was able to talk with customer service right away and had no problen setting ua a 2nd ip. A big surprise to me!!!!


?????????????

Perhaps they have finally come around. It sounds like eastern customers having more problems than out west. I have a sneaking suspision that it has to do with the provider that CIA buys time from.

Just my 2 cents

Just wait til you need to move or cancel your service. You will then find a hell of an amount of problems.

I was fine with CIA when I never had to call them for anything. The service was great, but as soon as something comes up, you will have headaches for weeks to come.

Btw, a forth charge of $51.16 appeared on my creditcard statement aswell from them... I think its time I cancel my creditcard and get another number

DJINO
"STAY AWAY FROM THIS COMPANY!!!"

OMG!!!! I just checked my creditcard account today.. And they have charged me again behound what I have mentioned in the first two posts.. Another charge for $227.90... WHAT THE HELL IS THIS!!!!

Calling my creditcard to cancel it and to dispute the chargers. Then I'll be calling CIA..OMG, they are gonna get hell from me..

They have taken close to $500 in charges for service that has ended.

djino
"MAKE SURE TO CANCEL YOUR CREDITCARD WHEN YOU CANCEL CIA!!. Better yet, just dont sign up with them"

After a year with CIA and a lot of problems with them in the porting number process, my phone and internet have been fine in the last 6 months. Then my parent moved to our city and looked for a phone and internet service. I thought CIA services would be smooth and better by now and recommended it to them. I helped them registered, scheduled for a hook-up time, bought modem equipments...on line. From my own experiences I scheduled a long period of time between ordering the equipment and the installation date to make sure everything happens one after the other. (By the way, my parents had not moved yet to the new address so we have those advantages compared to other new CIA customers). On the installation day: the equipments never arrived and nobody showed up for installation:mad:. I checked with the technical help line (of course after 30' wait) to find out that our request of the service had never showed up in their system:confused:. I told them the comfirmation number we got when we complete the request on line, the credit card number, the new address, the contact phone number...didn't ring a bell. The rep suggested that while he was there if i would like to start everything....again. I quickly said NO because my parent already moved in and they need a reliable phone right away. Two days later, they already had a phone service through Shaw. We checked our credit card account: CIA was right. They haven't have our number to lay any charge yet. We considered ourselves a lucky CIA "missing" customer:p

Thats excellent news to hear.. I'm happy they missed the chance to charge your creditcard and to get you as a client.

djino
"AGAIN, AVOID THIS COMPANY AT ALL COST!!!"