I’m currently on hold with Bell Aliant technical support to complain about my very slow DSL connection speed, for which I pay $85.00 per month (plus tax), as part of a bundle that is called, “Value Package Ultra High Speed, Unlimited Can/US LD & Cellular”. My monthly recurring costs, including taxes are $136.53.
I’ve now listened to short versions of every standard maritime folk song at least 5 times each, as I wait, because “your call is important to us” according to the automated voice on the phone. Thankfully I have a speaker phone so I’m typing as I listen to this cheesy music selection.
FYI, my download speed is usually 1,200 kbps when I am supposed to get up to 8,000 kbps.
[later]
The technical support rep checked my account and will be sending a technician to my house on Saturday. He was very helpful and friendy as we did some troubleshooting on the system, and he agreed that my upload/download speeds were slower than they should be.
At the end of our conversation, I asked him to search on Google for “aliant connection speed”, which he did and was surprised to see that my blog post, Marketing Hype & Reality, complete with comments and complaints, was the first search result. It was due to these comments that I decided to take up the issue again. As one reader posted:
Welcome to Aliant my friend. This is how it works, aliant has several packages.
High speed, 1.5 meg
and ultra, anywheres from 3 to 7 meg.
You pay for ultra, but they will NOT switch you to the ultra circuit until you complain about 15 times, then they click the button and you get your ultra speed.
For about amonth, when they switch it back to 1.5 thinking you won’t notice.
I’ve been an Aliant customer since vibe began, and have been an ultra customer since they started offering it. This is how it works, and I’m a tech for the government so I know what I’m doing, and I know exactly what is going on.
Aliant does not have the bandwidth to support the dedicated connections it sells, so it screws most people, and they don’t notice.
A few notice like us, and spend the rest of our lives fighting them to get the speed we are paying for.
We’ll see what happens.
Update: Saturday, September 9th. The Aliant technician showed up at the house in the afternoon and spent a couple of hours troubleshooting the system. He checked the DSL router, the jack & switch, as well as all of the lines in the house. He was friendly, informative and thorough.
Overall, I was impressed with the service. I also found out that the technicians who show up at your house are trained employees of Aliant. On the other hand, the customer service representatives on the telephone are employees of a different company, and Aliant just outsources this lack of service. That’s why no one acted on my complaint about slow connection speeds last year (July, 2005).
After checking everything in the house, including the testing of a new modem, the technician then went out on the telephone pole and checked the speed of the line passing by the house. Everything was OK, but still no improvement in my speed. He then went to the main DSL switch in town and changed the port. Still no improvement; but he was clear that I have not been getting the high speed ultra that I have been paying for.
The ticket has now been advanced and another technician is supposed to be here on Monday. At the very least, Aliant owes me a rebate.

Update 2: A senior technician arrived this morning and checked out the connection again. After about 45 minutes, and a few phone calls, he determined that I was not subscribed to the ultra high speed service. One flick of the switch at Aliant and my download speed has tripled.
Now why did it take so long? I’ve been paying for this service for over a year.