CRTC mandated service level agreements for Internet resellers

[d_source]

Hi all,

Just wondering if anyone knows what the CRTC has mandated in terms of service levels when a reseller has an issue? I.E. I am with Distibutel for cable internet. When my internet goes down and the issue lies with Rogers (who Distributel is purchasing from) the Distributel tech tells me that Rogers has up to 48hrs to respond to a ticket from when it's issued. I find this to be an absolutely disgusting agreement. If i was a Rogers customer, the issue would be taken care of immediately. Not being a direct customer, my issue has very low priority in the Rogers system and often takes up to a week to get resolved. How is this being allowed? This is textbook anti-competitiveness.