Distributel Reviews 61

I have been with Distributel a few years and used to be happy with them. Not anymore! I have recently relocated to a new City and transferred my internet. It has been a horrible experience to say the least!
The Shaw technician that Distributel contracted for my hook up came April 1st at 8:30am. I still do not have my internet connected 29 hours later.
Over this last day and a half I have had to call Distributel 8 times because there is zero follow up from them. Each time I have to repeat all my information because the right hand doesn't talk to the left hand and you get a different person every time.
I have been repeatedly lied to by multiple tech support staff and customer service staff. Each one has a different story about what has occurred with the technician and my hook up. However, my supplier is Distributel and I pay Distributel so stop passing blame on the Shaw technician you contracted Distributel, and do your job for your long term customer!!!!!
Distributel is higher priced than many other companies so one would think the least they could do is provide proper customer service! Including calling the technician they contracted to perform the hook up and get it rectified in a timely manner. They tell me they can't call but then one says they can....another lie and huge waste of my time. Nothing about this has been timely.
They are outsourcing their tech support and customer service so most times you aren't even talking to someone in Canada and the accents are very difficult to understand. They also don't understand you or your issues.
Now I find out that Bell bought Distributel. My mobile is with Bell and I have been their customer for over 20 years now which makes all of this much worse. Get it together Distributel and Bell.....you are about to lose a long term customer for both internet and mobile. Very dissatisfied and highly DO NOT recommend if you want to keep your sanity.

Distributel.CA poorly train their support staff to
properly identify the caller about the down internet Fiber service. They asked you 5 Questions, even asked for some non-sense question like: 4-digit PIN code for you profile. (what the hell it is).
If you don't know (I am not even aware of it), they won't support you.

Remember the Internet Fiber down, no internet at all. We need it fixed asap, but they ask for non-sense question and show no intention to fix for you.

4-digit PIN code is common for Cell phone which we used daily basis. But who damn use PIN code with your home Internet Fiber connection?

L'un des pires services offerts à Montréal. Lorsque j'ai appelé pour savoir combien coûterait une mise à niveau vers un service plus rapide, le service a été modifié sans mon consentement. J'avais expressément demandé que rien ne soit modifié, car je voulais seulement connaître les frais, mais ils ont ignoré ma demande et ont modifié le service. Cela fait maintenant sept jours que j'attends la mise à niveau, et ma connexion reste la même.

I have been with Distributel since the company began, with business and for many years as a residential customer. Their service, when operating from Ottawa or Montreal, was excellent. Then, horror of horrors, Bell bought Distributel, and some overpaid exec decided it would be great to have the company operate from Cairo, Egypt, and there has been nothing but trouble since. After many glitches, I filled a complaint. A few days later, the digital directory on my phone was erased. This was the first time this happened in nearly 40-years of using Bell business telephones, and I believe, it is highly unlikely that it was a coincidence. Now, no matter how hard I try, I cannot even get to speak with a tech in Canada. If you need reliability in a VOIP, go with any company but Distributel!

On avait un service téléphonique avec eux j ai essayé de payer la facture par contre le logiciel a bloqué le monsieur m as dit qu on va essayé de régler ça et on va vous appeler après moi je suis parti en voyage pendant cette période ont coupé mon service et je pouvais même pas récupéré mon ancien numéro.toutes les autres compagnies donnent un délai de 90 jours après la déconnexion sauf eux c est la pire expérience avec eux jamais cette compagnie. Never

Absolute garbage. Absolutely overpriced, paying for 90$ for 75mb/s, it’s currently almost 4am and I cant even play 1 cod game w/o lag. Been having issues w speed forever, was told I could upgrade plan or rent an addition wifi extension thing from them. So basically just pay them more.
Last month w this trash company

If you have technical problems with the physical fiber optic line that delivers your internet service they have no quick and easy way to send a technician to service your address. Your ticket gets referred to Bell who will tell you that you don't have a bell account number. When you try to give them your Distributel account and service ticket info they will have no way of pulling up that information either. Distributel refers you to Bell for physical technical service tickets and bell doesn't even recognise that you're a customer with Distributel, their subsidiary (Bell owns Distributel). I don't recommend going with either Bell or Distributel for fiber service as both are not properly run businesses that have an intelligent system in place to deal with customer service calls.

I am with Distributel for almost 4 years. The service was OK and lately I noticed a huge slowdown in my speed. I opened a ticket, provided them with the details and results of the tests. 5 days have passed and after a few follow-ups, I still have not received any reply or actions to fix the ticket. My issue fell into DEAF ears. Today, I am looking at other internet providers and will be switching in a few moments.

I was promised NO price increases for 3 years when I signed up. (Agreement says 2 years, but the agent promised me 3 years when I signed up last year. Either way, it's only been 1 year). Now my price increased. I called two departments and neither could do anything apparently. So this was a false promise.

I have been at Distributel for more than 5 years. The support was good and is now total failure.

I called for support on 2025-4-7 4 times at the following numbers,
1) 1-877-810-2877, staff cut off the line when I asked to talk to a manager
2) 1-647-367-1764, phone dropped when the staff just answered the call
3) 1-647-367-1764, asked the staff to passed on to manager and waited for 20 minutes with no one to connect
4) 1-877-301-4077, same as above

I am totally upset at the company and will switch service provider.

Indentifying abusivly customers at each call transfer, can’t figure out how to handle a mishandled client
, incompetant agent refuse to provide ID or transfer to superviser. Worst customer experience of a lifetime, get told there will be a future price rise in the upcoming weeks during a complaint call ? And try to sell new service without even solving my actual problem ? wtf.

Two months ago I moved from Distributel to another home phone provider. Despite I notified Distributel few times about the change, they keep charging me every month.
I was with Yak for 10+ years and things were much better. Then Distributel took over and result is terrible and expensive service.
I don't recommend Distributel to anybody. The only thing they care about is the money.

Voici une critique que vous pouvez utiliser :

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J'ai eu une expérience très frustrante avec Distributel. Ils m'ont d'abord facturé 400 $, puis ils ont retiré 115 $ de plus. Après avoir effectué 8 appels pour obtenir mon remboursement, j'ai fourni la preuve que j'avais retourné l'équipement et on m'a assuré que je serais remboursé en totalité. Cependant, lorsque le jour promis est arrivé, ils ont retiré 115 $ de plus et ont prétendu que tout était fermé, donc aucun remboursement ne pouvait être traité. Cela a été incroyablement stressant, entraînant des frais supplémentaires inutiles et m'empêchant de subvenir aux besoins de mes enfants. Je me sens trahi et dégoûté par leur service. Je conseille vivement aux autres de réfléchir à deux fois avant

Just the dumbest internet company How do you ship internet box to the wrong address after being with the company for 7 years
Mind blowing
Supervisor refused to speak after their employee made the mistake
Spoke to them threes time prior to the mistake… fire the supervisor they took the cake for unprofessional at it finest

Worst internet ever . When I signed with Distributel , I had good internet for couple of weeks and after that settings were changed and to open an email I had to reboot the system every 10 minutes . Never able to watch a movie or simply surf the web. I’m paying for a Fibre internet 500 mbps , but never got more than 20-30mbps. Most of the times the speed was below 2mbps. I’m keeping the speed test files to prove my words. Costumer service is helpless. Instead of fixing the problem, they are constantly trying to sell me some additional equipment or make me download useless apps . Once they told me I had to buy new computer with telephone jack !!?!?. I will never recommend Distributel to anyone. Worst of the worst.

Incredibly poor customer service. Perfectly willing to waste your time saying "sorry that...." But in the end do nothing. 2 missed install dates. No help other than to reschedule 10 days later. Keep asking (6 times) to talk to supervisor, never received a call back. FULLY TONE DEAF

Presently with Distributel but not likely for much longer. Internet has stopped working on 3 occasions now.
This time a technician came out and advised me it was fine. 1 day later not working. So today I sat waiting 3 hours for a 2nd tech visit and no one showed up. I called to ask why and apparently Roger's decided there was no need. Of course they didn't call to tell me they were not coming, so I was unaware .
I still have no internet and minimal and slow on my cell also. They say Roger's will call me tomorrow to book a tech again because obviously I have nothing else to do but wait for them .
I requested to speak to a supervisor because this is ridiculous but that takes 24 hours to get a supervisor.
How do they stay in business?
This addition is for the day after. Again after promising to have a supervisor call me and also a tech to call to schedule new appointment, no one called.
I am paid till months end so I called and advised to cancel for months end. They can't even do that right. They cancelled it immediately. This is 1 of the most incompetent companies I have ever used. Now I have no phone internet.
No one speaks English well here either.
After I cancelled account they sent a technician out to check the problem. Wow are you guys stupid, lol.

Better customer service needed. Why would you send a return label to client if there is Canada Postal strike and tell the they need to return the product within a month. Product was delivered by Pululator during the strike, give Pululator return sticker not Canada post.

This company has the worst customer service I have ever experienced.
Just so you are aware, they require an automatic deposit a month in advance for their services. I moved addresses in September and looked at different providers at my new address. After I decided to switch to fiber internet with another company, they retaliated by refusing to refund me for the month they billed me in advance. Outright and unashamed theft.

Account system error, poor customer service. Changed my payment info on Distributel website on Nov.22. Received an email on Dec.2 saying my payment didn't go through, stated will charge $20 NSF charge on my account.

I called, and found out this Distributel charged my previous payment setting. But I already updated the new payment info on Nov.22 and got the confirmation from the Distributel system.

It wasted me over 23+ minutes to call them, re-update the debit info again. It was a disappointment, and a unpleasant surprise to receive a notification saying that my payment was NSF, and extra charge would be applied. I did all I can 10 days ahead of the payment date. And the customer service department told me my NSF charge is now dropped, this is THE compensation. I was quite annoyed when the customer rep told me that. Is like I got shout for some crime I didn't commit, when I spent extra time to tell that to rectify their mistake, he said it wasn't Distributel's mistake. He said when the invoice created 10 days ago, my old debit info already in that invoice, so Distributel just following that info to debit me. So, that was not their mistake. Wow, then in this case, your system failed. If customer updated online cannot really reflect the change, don't let customer update information online. Take down that feature. Force that to call Distributel to update information and apply that information right away for any further billing purposes.

The fiber internet service quality is ok with Bell fiber as back bone. However, customer service or the accounting info update is not up to expectation. If you didn't frequently check your email after you update your credit card info, you may get NSF charge from no where. And they don't admit is their fault, may be this is my fault to choose this company?