d47574bd_s_Comments_for_CIK_Telecom_INC__Comment
[Date] Thu, September 04, 2014 [Rating] -1 [Service] drydsl [Location] Montreal, QC [ISP Response/Comment] I apologize for the issue you have. If you could provide your account information/calling number and time and language selected, we can investigate and get the QC to listen to the recording. Recently due to our call center system upgrading and one of our major English support center moving, we have lower ASR for English support, but we are trying to get everything back to normal within next 2 -3 weeks. Regarding the slow speed, I apologize for this as one week ago, we have sent possible FTTN upgrading notice, due to one of FTTN fiber installation delayed from August 26 to Sept 15, caused some congestion in rush hour. also due to currently we are using over 10 1GE fibers, so some fibers congested but some might be empty, that is the reason why you reboot and speed got normal, as it switched to one empty fiber. As we are upgrading all of our 1GE fiber to 10GE fibers by end of this month, then we should solve this issue. If you still have any question, you can either contact our support online via online chat for immediately reply or email to jack.don@ciktel.com for any further question and concern. Thank you very much for using our service and we are trying our best to improve our quality and service as well. you will see another big improvement this month. Jordan CEO [Comment] 
Joined CIK last month (Aug 2014) for 10M/1M connection. Only about 4-5Mbps as per speedtest.net. Occasionnally get 8.5Mbps. Sometimes, it drops to 0.5Mbps. When that happens, I unplugged the modem multiple times and sometimes, the speed went back to 4-5Mbps, but last time it took me a whole night of unplugging to get it back online. Over the phone with the tech, he told me that it's normal that the ISP decreases my speed if my download is higher than 1-2GB per day. After hearing such blasphemy from a tech, I was flabbergasted. I signed up for unlimited bandwidth and the tech was telling me that it is very common that the speed will decrease due to "excessive" download. He even told me to google it to verify his nonsense. I respectfully told him that I would but it simply sounds ridiculous to me. I googled as suggested but found nothing related to his claim. Regardless, the speed remains at about 4-5Mbps as of the writing of this comment Sept 4, 2014 1AM. I am not happy so far with the service due to: 1. Speed not the same as advertised 2. Need to purchase a modem for 99$ 3. Keep saying that they "fixed" my problem on their end, but not sure what they actually did b/c nothing changed. 4. they do call back to check up on me but not at the time we agree. upon. e.g: they said they would call me back in 30 min to continue the troubleshooting but didn't do so until the next day. 5. Tech Helpline will be disconnected while waiting if they don't have enough English speaking tech, even if it was transferred internally from customer service to their tech support. I had to call back multiple times until someone who speaks English to pick up the phone.
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