d47574bd_s_Comments_for_CIK_Telecom_INC__Comment
[Date] Mon, December 02, 2013 [Rating] 0 [Location] Mississauga, ON [ISP Response/Comment] looks many misunderstanding here and let me try to explain here first 1) wireless SVG6000RW phone box, this box is designed for CIK by starnet and it is exclusive for CIK. that is why you can not find user guide. Due to it is customized, so there is only one username/pwd user/cikvoip avaible and you can do limited operation/setting while rest of them are done via configuration file remotely. Tech support do not have admin pwd either. Our tech supports are separated to level 1, 2 and 3, there are around 300 agents in 6 national call centers, so might be the one you spoke to is new or not familiar it is possible. But all people are well trained for this box. We are working on developing new CIK web site which will provide better support for documentation which will be released end of this year 2)For Transfer, this is big misunderstanding as you do not know what is at the back end. We would love to do transfer as possible, however to do transfer, your previous 3rd party ISP must submit cancellation first and the date we submit must be at least 10 days prior to cancellation date. what we found out, the 3rd ISP always submit cancallation at the last minute, that is the reason why transfer can not be done. this is due to rule set up by ROgers. That is why we told you no no no, it is not because we do not want to do it. You got cancellation ticket from the 3rd party ISP which is their internal ticket, they do not submit to Rogers which is no use for us. that is the root reason 3) The CIK toll free number, it is only for customers to use outside of major cities as we have own local support line in each major cities. For GTA it is 416-8481517 which is 7x24 hours. It is impossible it got busy as we got over 10,000 calls per day. The 3 lanagues suppport are done by different call centers according different time. If you still have any question or need more communication, pls contact our customer relation senior manager Jack Don Jack.don@ciktel.com and we would be love to help all of our customers and your advice is very important for us to improve service. Jordan CEO [Comment] 
Started using CIK yesterday then found the wireless is connected but not working. Gave 2 calls in 3 hours and being replied by 2 different customer services with the same answers that we will call you back soon. Waited for another 3 hours then I did myself the stupid job of connect then disconnect and power on then off for more than 20 times then it finally got working. Almost 30 hours later, got a callback from a person who sounds not working within CIK but an agent or something else. Anyway the wireless problem is over but the port forwarding is no way to be fixed for online games because CIK's SVG6000RW Router removed from the Starnet manufacturer for THREE SETUP CHOICES including Guide, Voice and OTHER but leaving only Status, Network and System for customers to see only. Port Forward must be done within OTHER which is missing. He is definitely not able to solve this port forward problem at all, just kept saying it is your router problem. I said it is new from CIK then he said not your own router? Interesting!!! He does not even know that we have to pay for the modem and router and $69.99 for installation which is absolutely not necesary since I have been using Rogers cable internet for 15 years until the Rogers guy came in yesterday and I was still using it at that moment. I did try very hard to call CIK to have the transfer working in order to avoid stay one day home waiting for installation for almost TEN days, unfortunately it is still failed since 11/15/2013 the old ISP (Rogers 3rd party too) submitted the cancellation request to Rogers with a ticket number for which I passed to CIK the same day and repeated over and over to them, however CIK just kept saying Rogers said no no no. Hoping that they can train their staff with the proper knowledges, skills, and languages spoken. It is said CIK provides 3 languages, unfortunately none of them are correctly spoken including English, Mandarin and Cantonese. You have to guess what they said on the phone. Another weir thing, after becoming CIK customer, 1-877-ciktele is not allowed to use, you have to call their 416 number. Why? But this 416 number is always busy, you dont have the chance to talk to CIK anymore.
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