Reviews

Review Details

• Review fromChris H

  Date: 21/05/2025

  ******** customer service, incredibly hard to get through to cancel.

• Review fromChristine M

  Date: 03/04/2025

  ***** is the best! She rushed me out a replacement modem and increased my download speed ultra fast. I have a new position that would only perform with a quicker remote internet speed. PROMOTE *****, love her. She saved my bacon.

• Review fromMocha T

  Date: 03/12/2024

  WORST customer service ever. Don't use them!!Lost internet for 4 days!Called customer service (waited for 2 hours) on the first day (Thursday morning at 8am), they would send a tech support on Saturday (YES, you have to wait more than 24 hours)Saturday morning, no tech showed up. Called customer service again (2 hours wait) and confirmed the tech would be coming and said call back in an hour if no ******* show after 1.5 hour, called again (another 2 hour wait) and said they will call ******* callback until Monday after 2 days and said they will apply a credit.Since I was so frustrated with them and **** had a much better Black Friday deal and I switched.Guess what?? The credit can only apply for future services, and already prepaid for the full month of services and they cannot do a refund. The supervisor was useless and keeps saying he is applying the credits and refund the payment you paid for December, which is still for services that I haven't even used in the future.NEVER EVER use them.

• Review fromeileen f

  Date: 15/11/2024

  Honestly a rediculous company. Called me with a good offer for internet - I accepted.Sent me the equipment for a self install but it did not work.Then started calling me saying it was a mistake and there was not their service at my address and demanding their equipment back,Threatening email that they were going to charge me for $300 for non returned equipment. No apology - at all for their misinformation and wasting my time

• Review fromScott N

  Date: 23/10/2024

  Where do I begin? Was very happy with Start.ca until October 22. I was having internet issues, I called Tech Support, there was a long wait (no issues I get it) 27 callers ahead of me.. 1.5 hours on hold (again no issue with that) 8:55 or so comes along and it tells me 5 callers are still ahead up.. at 9:06 The play a message stating the CALL centre is now closed and they will be disconnecting your call. WHAT kind of company hangs up on it's customers instead of clearing a queue? Whoever came up with this policy should be fired. That is HORRIBLE and not FRIENDLY customer service they claim to ********** a customer yes I was livid and I blasted them on FB Messenger. I did say what an &)#$R joke (the f word) and they blocked me from their ******** page. Again what customer hasn't used profanity on the phone? Again what kind of company blocks CUSTOMERS who are paying them $3200.00 a YEAR even though I had put in a cancellation request.Both so called retention **** were useless, and uncaring, no empathy clearly did not care we were cancelling 2 internet accounts, TV and home phone.. When I called back to cancel the 2nd account Jade was great. She offered a great deal to save us money but I said it's to late we've set up service with another provider but I did offer to consider her offer over the next day or so once I am less angry.Shame on Start and ***** for treating customers this way. I definitely will not recommend anyone to start.ca for sure.
  

  Start.ca

  Date: 29/10/2024

  We sincerely apologize for the experience you had. At Start.ca, we are committed to delivering exceptional customer experiences. It is concerning to hear that you felt unheard and experienced a lack of empathy. We will be reviewing the entirety of this issue, coaching and adjusting wherever we identify opportunities for improvement.
  
  
  To better align our resources with the times when most customer contacts occur, we recently adjusted our hours of phone support. We have provided a voicemail option for any customer that calls in after ****** to leave a voicemail to be processed the next morning. We continually assess to see if changes or adjustments might help improve processes like these.
  
  
  Outside of our active support hours, you can still access and update your information through your Start.ca Customer Portal, and you can receive basic support via the StartCARE app. As we adjust to be available during the busiest of our support windows, we also understand that these changes may impact some customers.
  
  
  The feedback you have provided related to your experience will be taken seriously. Rest assured, we are reviewing and will make any adjustments we can to eliminate these types of experiences in the future.

• Review fromJohn F

  Date: 21/10/2024

  I have been with start for a short time and at first was very impressed with the customer service and internet. Now sadly I cant say Im happy with either. Internet has been dropping daily and multiple times a day. When I call customer service the wait time is super lengthy to the point of getting disconnected from the call because its after hours. If nothing is done about my internet issue I will be switching and I will be demanding compensation. I have talked to technical support a couple times when I was able to connect to them and they said the issue would be resolved but its been happening for weeks and still has not.
  

  Start.ca

  Date: 23/10/2024

  Hello
  First off, we apologize for the recent wait times.
  We at Start.ca strive to staff based on historical trends, unexpected factors can cause delays.
  Please know our team is dedicated to providing you the best service, resolving your issue with care and we appreciate your patience.
  
  As for the specific issue, it is related to the area infrastructure and we are working with the owner to do what we can to push for updates and action.
  The issues can and will impact anyone regardless of who provides the service as the owner has indicated this is a known issue, not isolated to Start.ca customers.
  
  When we get updated information we will share that as we always do.

• Review fromEddy M

  Date: 06/08/2024

  Internet is okay for now. But ** service is poor. Some channels goes off line for long time like 30 minutes to few hours. I have contacted technical support and they tell me that there is issue with some channels and they are working on it. Once they fix one channel other channels goes off line. ** service used to be good, and now there is nothing but issues on some channels. If this continues over next few days, I will cancel start ** and maybe internet as well. I am not going pay to continue having this problem. Some technical try to tell I need new android box. I have purchased four android box from start.tv when I became start.ca customer, if I have to purchase them again, then I am going to cancel the ** service. I am tired of wasting money on start.ca. for this nonsense.
  

  Start.ca

  Date: 07/08/2024

  We appreciate your concerns and apologize for the inconvenience you're experiencing with our TV service.

  We understand how frustrating it is when channels go offline.

  
  Our technical support team is actively working to resolve these issues, and we are committed to constant monitoring and improvement. Most channels are independent, so a fix to one source has no impact on another, to be clear.

  
  Regarding the suggestion to purchase new Android boxes, we understand your frustration. I assure you we will work towards a reasonable solution to this part of your issue.

  
  Your feedback is valuable, and we are dedicated to improving our services. If the issues persist, we will explore all available options to address them promptly. Thank you for your patience and understanding.

• Review fromSean M

  Date: 02/07/2024

  Used to be ok before ***** bought them. Wait times 20x longer now JUST LIKE ***** on the phone for customer support.Thanks CRTC, This is why Canadians pay the highest internet rates in the world with the worst customer service.
  

  Start.ca

  Date: 03/07/2024

  Thank you for your valuable and thoughtful feedback. 
  
  As Start.ca continues to embrace the options and services that we are now able to provide our customers as part of the ***** family of companies, we continue to take pride in the quick average response times we can provide to our Start.ca customer base. Even prior to our joining the ***** family, there were, and will be, times when our contact wait times do spike as we work with each customer to ensure their needs and questions are answered as completely as possible, and ideally on a single contact.
  
  We continue to assess and focus on the needs of Start customers, including options that will positively impact the overall customer contact and support experience. Responding as quickly as possible is still a top Start.ca priority. Rest assured that our London-based ******************** Support, and Sales Reps are here to help and strive to provide you and all Start.ca customers with exceptional service.
  

• Review fromTyler H.

  Date: 13/02/2024

  Ended my service with them and requested they send me a waybill and they never did, then they directly removed money from my bank account because the items weren't returned. They told me as soon as I provided proof that the items were mailed out they would issue my refund, a week later when I still had not received a refund I contacted them and they told me a different story that they couldn't issue a refund until the items were scanned in and even admitted that they had told me otherwise. When I explained this was unacceptable they tried to tell me the items were "damaged so I really don't want to go down this road because they can bill me for damages" so naturally I called their bluff and told them to mail the items back and they can keep the money, then the attitude changed and they told me they can't do that and they have issued the refund just now. So a full week went by and they didn't issue the refund until I called and had to get angry and nasty with them. Do yourselves a favor and go with another provider and they are owned by Telus and Koodo so I would avoid them also
  

  Start.ca

  Date: 14/02/2024

  We are aware of Mr. Hann's concerns and tried to clarify the reasons and details behind what he experienced.
  We feel confident that we did all we could to be fair throughout the process.

  Tyler H.

  Date: 17/02/2024

  You did not do everything possible you told me one thing in an email and something completely different over the phone. Then when you did finally give me my refund you kept $19 of it for January even though I canceled. I will also add that this is a pre pay service so I am unsure how I could possibly owe you anything when I am required to pay upfront for my services

• Review fromJohn C.

  Date: 01/02/2024

  Their internet is stable but the TV service is poor. Some channels (CBC Newsnet and CNN mostly) go off line for 30 to 60 minutes and I’m left with a black screen.
  

  Start.ca

  Date: 05/02/2024

  We are always working on our TV service (and all of our services) to improve the way they function.
  IPTV has many layers of complexity over and above the regular (old school) Cable/satellite TV experience.
  We know that at times we have issues with the channels you mention, and we have monitoring in place to catch these issues and implement fixes for the streams when they do fail.
  No tv service is flawless, and we understand the frustration that it can cause, so we are always working towards ways for it to be as stable as it can be.
  We hope to have some fairly large steps made in the near future that will help, and promise you we will not stop trying to be better.

  John C.

  Date: 07/02/2024

  Thanks for recognizing the problem and taking steps to rectify them. Can you share details of the large steps you refer to and when they will be implemented. Thanks John