In Canada, where internet rates are notoriously high, one would anticipate receiving service that justifies the expense. Unfortunately, this expectation doesn't always align with reality, as evidenced by the experience of Ontario resident Noel Lamothe, whose struggle with his internet service provider (ISP) and Rogers' technicians stretched out over a cumbersome nine months.
Lamothe's ordeal began on July 1st, 2023, when he subscribed to Start.ca, an ISP owned by Telus that operates on Rogers' internet infrastructure in Ontario. Rogers technicians were dispatched to set up his internet connection, leaving behind a temporary cable haphazardly strung through his and his neighbors’ yards, intended as a short-term fix until a permanent line could be installed. Lamothe was initially informed that the installation of the permanent line would be completed within four to six weeks. However, it wasn't until April 18th, 2024, that technicians arrived to carry out the permanent installation, which unfortunately was left unconnected, rendering Lamothe without internet service.
The situation worsened when a subsequent attempt by another Rogers technician on April 20th resulted not in the connection of the already installed permanent line, but in the installation of yet another temporary line. An additional appointment arranged for April 22nd fell through when the technician did not show up nor contact Lamothe. This series of missteps didn't just leave Lamothe frustrated; it also had a tangible impact on his livelihood, costing him nearly $500 due to being unable to work remotely without an internet connection for three days.
When a resolution finally seemed to materialize on April 24th — nearly four months later and marred by frequent technician visits — the problem was resolved in what Lamothe described as “about seven minutes.” The simplicity of the fix, requiring no specialized tools and involving merely the switching of cables, added an ironic twist to the prolonged ordeal.
This incident sheds light not only on Lamothe's distress but on a broader issue faced by many Canadians dealing with temporary internet lines running over their property. It exposes flaws in the “world-class” infrastructure Canadian telecoms often tout, as highlighted by similar infrastructure issues reported by MobileSyrup.
The delays in Lamothe's case were attributed to multiple factors, including the need for permits, location coordinates, local utility provider coordination, homeowner permissions, and weather conditions conducive to cable burial work, which in Ontario is limited to the period between April and November. Nevertheless, these explanations bring little comfort to those left without reliable internet service for extended periods.
In response to the debacle, Start.ca expressed regret over Lamothe's frustrating experience, committing to a resolution and negotiating compensation. Meanwhile, Rogers outlined the challenges surrounding cable burial and assured that all service requests are managed equally, highlighting the complexities involved in providing timely internet service installations.
Lamothe's story is a telltale example of the challenges and frustrations faced by Canadian consumers in the digital age. It underscores the need for improved coordination and service provision by ISPs and infrastructure providers, ensuring that residents across Canada receive the reliable and efficient internet service they pay dearly for.
