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Yak Communications / Distributel Communications
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3.7 28 Reviews

Yak Communications / Distributel Communications Complaints Summary

19 Resolved
9 Unresolved
Our verdict: With a good resolution rate, Yak Communications / Distributel Communications generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Yak Communications / Distributel Communications reviews & complaints 28

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6:00 am EST
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Yak Communications / Distributel Communications gone to collections not right

I tried since mid October of 2007 to get your service and was unable to get it. Now every time i phoned to see why i couldn't get it all they keep saying is that it had been rejected with no reason why. I cancelled my order finally and went with another service. A few months later i get a bill from a collection agency demanding $101.85 for a service that i never had. Now when i phoned the company the gentleman that i was talking point blank called me a liar. By this time i had handed the phone to my husband where the gentleman had hung up on him also. The moral of this is i'm not paying for a service i never had. I have also sent back my modem.Now please get this straighten out as it is going to hurt my credit rating and i will not be happy if this happens. For any further information contact me at my e-mail address or by phone @ the above number.
Chris Strain

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Victims of Class action by Yak
Oakville, CA
Dec 09, 2009 11:42 am EST

I am GATHERING VICTIMS OF YAK COMMUNICATION IN ORDER TO SUBMIT TO LOCAL MASS MEDIAS, SUCH AS LOCAL BROADCASTS, NEWSPAPERS, other means of mass media in TORONTO GTA REGIONS. PLEASE REPLY THIS BOARD IF YOU ARE INTERESTED.

i HAVE COME TO CONCLUSION THAT ONLY SOLUTION IS TO RAISE OUR VOICE TO BE HEARD TO MASS AUDIENCES.

some of governmental institution ENABLE it because some assume Yak is cooperation this also is authority as well.

I am also victim of Yak communication, which actually turned into fraud. For last 6 months, Yak communication neglected my request of cancellation and asking for unauthorized charges by abusive phone calls. I had reported to Police and Communication Network Commissioner.

Both institution requires 20 days to investigate; therefore, Yak try to win you over the harassment calls and e-mails meanwhile, which likely victims turn to agree for authorized payment.

THEN I THOUGHT - IF I HAVE BEEN USED YAK'S UNAUTHORIZED $30 CHARGE FOR SOME CHARITY INSTITUTION INSTEAD (LIKE WORLD VISION OR ARMY SALVATION), THE MONEY WOULD BE WELL SPENT INSTEAD OF THIS GREEDY COMPANY WHICH TREATS BADLY!

I FEEL ANGRY THAT SOCIETY MAKES YOU FEEL THIS IS YOUR PRIVATE CIVIL CASE, NOT PUBLIC CONCERN.

I AM SUBMITTING THIS CONCERN TO CITY TV, ETC, IN THIS WEEK. PLEASE CONTACT ME ON THIS BOARD.

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Crystal Bradshaw
Riley Brook, CA
Feb 11, 2009 4:21 pm EST

I had Yak until about 2 hours ago. There are long distance calls that are not mine. They say because they are showing on my bill then they were made from my house. I only call within my province. I don't know anyone outside of the province. They are charging me for the calls and won't remove them. How could 16 different calls be made on my phone number when noone in my home made them? Could someone climb the pole, or hack into my phone? Could someone at Yak somehow change the information to cover up something they have done, could Yak be hacked into? Pls someone pls help. I don't want to pay for something that I didn't do. My email is bradshaw@nb.sympatico.ca. If you are thinking about getting Yak think again. They will rip you off in a heartbeat.

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geoff
st. catharines, CA
Feb 06, 2009 7:24 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I am sorry to hear all of these stories but I must say that I feel so relieved that I am not alone... My wife and I signed up with Yak to try and get cheaper home phone and internet but instead were apparently enrolled in a long distance plan.. never had a bill, not a user name or account or anything, and now we too have CGC collections breathing down our necks, and we cannot make long distance calls on our Bell phone!

CRTC and CCTS cannot help they say since Yak has only recently become a member of their organizations (go figure!) but I am so angry and cannot seem to make any progress with this. I would love to hear from anyone who had luck resolving their issues and restoring their credit ratings.

geoff

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Ryan-AE
, CA
Jan 30, 2009 1:04 pm EST

My fiance and I got a visit last night from a Yak representative who explained that our building is eligible to sign over from Rogers to Yak and through a package deal we can get high speed internet, home phone with 5 features and 400 minutes long distance across North America for $75.90 a month. We said we were interested but didn't sign anything. He said they would call today around noon, but they haven't yet.

I decided to do some research on the company this morning and have found literally hundreds of complaints all over the internet about this company. Most of the stories sound like mine, even down to things he said during the visit, and most of them describe being signed up for services they never get, having their phone transferred from their current provider without their permission, being charged $125-175 a month for "services", their "so-called" accounts being sent to collection agencies, extremely long wait times for customer service phone calls, being hung up on, etc, and so on. Seriously, each story gets worse and worse.

After reading all of this I began to worry and thought of an idea that I'd like to share. I called my service provider (Rogers) and spoke with a representative. I told them my story and asked them to put a note in CAPITAL LETTERS on my account that if Yak Communications or any other company called to transfer my account, to deny them access. I even explained the research I've done and they included that in the note.

I was informed that a request had already been put through to port my phone number to an unidentified company, but it hadn't gone through yet because this other company was awaiting confirmation to do so, from me.

If anybody reading this has recently had a visit or phone call from Yak, whether you signed up with them or not, and you want to cancel with Yak, don't bother wasting your time contacting Yak (from reading peoples posts, you'll never get through). Just call your current service provider and request them to put a note on your account that you DO NOT WANT YOUR ACCOUNT CHANGED IN ANY WAY, OR FOR ANY REASON, and give them some details that your a potential victim of a scam!

I will be reporting this company to the Better Business Bureau, I'm contacting a lawyer in case they try to bill me for services I didn't sign up for, and I will be posting this message all over the web.

This company should be closed and charged with fraud! Beware.

Ryan
Orangeville, ON

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N. Phin
Maple, CA
Jan 27, 2009 7:02 pm EST

I aI am currently in the same position as you all above. I cancelled my account with YAK because they took over a month just to reply regarding not being able to get service to my area (Maple, ON)..so you can only imagine how livid I was when I received my first bill from them! I called them as you can imagine and each and every time, I was waiting for a representative for at least half an hour or more. 2nd and 3rd bill comes around...I call them again, the rep says "Ignore the bills. The account has been cancelled and that it takes awhile for the billing dept to be notified.."..some b, ..### like that. So everytime, I received their bills, I ignored them. Then I receive a letter from CGC Collection Group saying my account is deliquent and I have to pay immediately! I called YAK today regarding this letter, of course I don't get through until an hour and a half later (do they only have one line or something?) The girl that i finally get to tells me I have to call CGC myself and tell them...but why am I wasting my time calling CGC for an error that YAK made? I asked to speak to her superior and she put me on hold again ...the line rang and then it hung up on me! I called again and the line said there were 50 other callers ahead of me..I am also really PISSED OFF and not paying for a service I never received.

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Angie Knowlton
Midland, CA
Jan 25, 2009 4:42 pm EST

I have had a very similar situation occur with me. After a high pressure salesman came to my door and invaded my home for hours, he spoke to my BF who called me on my cell and convinced him to sign up. We live together, but the phone is in his name. The salesman told him he could sign up (he was not at the house at the time) through me. I made it clear that I did not have any ownership to the account (held by Bell at the time) and did not want want my name associated with the YAk account.

Long story short, sometime in mid- December (the guy came by in early October) I got a bill with my name on it from YAK. The phone number was the same as my BFs but with the last digit changed. I NEVER signed up for this service. the kicker is that my BFs phone was disconnected in November. So we've never even recieved service. I tried calling them many times...I've been on hold in total for over 12 hours...been told 3 times there are emails being sent for inquires and never recived any calls back. Eventually in January I was sent to a collections agency.

Finally today after waiting on hold for an hour and a half a customer service agent told me that YAK had mistakenly put me under "a priduct order" and had basically signed me up for service but had never put the order through. So I recieve bills for no serivce. For a service I never ever signed up for. For a phone number that does not exsist.

I am ticked and considering a law suit. I think others should consider the same. This is FRAUD, this is wrong. Why should our credit ratings suffer because of thier mistakes?

if anyone wants to talk to me feel free to email me at:
angieknowlton@yahoo.com

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galaxygayle
Niagara Falls, CA
Jan 23, 2009 2:58 pm EST

Yak is charging me with high speed internet services and has sent my name to a collection agency. I just got two high speed internet bills from yak . One is $152.00 and the other $165.00. They can't call me a liar! They don't have internet in my area. In fact not even Bell has it in my area. All high speed internet goes through Bell Canada. If bell can't hook you up no one can. Yet yak is trying extort money out of me for Internet services I have NEVER received nor can receive! I cannot get through their phone line to fix this. They have too many callers( I bet mostly complaints). It has been 6 months and they are charging me with 6 months internet service. Even the collection agency ( a company called CGC ) is too coward to contact me after repeated messages from me. I am at wits ends. No one is available to straighten this mess out and it has been months. I am considering taking them to court over this matter if it does not get fixed very soon. Apparently Yak has done this kind of fraud to many people and it needs to be stopped. Report them to the BBB and anywhere you can, this needs to be exposed! That company needs to be shut down immediately! These are not isolated cases! There are many being jilted by yak! my email is u_got2be_4real@yahoo.ca email me if you need to talk about this!

Gail

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Yak Communications / Distributel Communications everything with regards to this &company&

This company is an absolute abomination of a company. I've had nothing but problems since day 1 (October to be exact) with them. Their service is junk, their customer service is twice as bad and that is being OVERLY kind. You wait on the phone for HOURS to talk to someone in any of the service departments. That is IF the "state of the art" system doesn't hang up on you in the meantime. They charge you for services NEVER received and when you cancel, they STILL somehow account that you owe them money for some stupid reason?

It boggles my mind how they are still in business.

Stay away a million times over. I would rather run a piece of string and 2 tin cans than deal with this horrid, awful, brutal, pathetic 3rd rate (and that is being EXTREMELY generous) "company".

I'm filing a Better Business Bureau complaint come Monday morning.

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canadamsel
Bancroft, CA
Mar 26, 2011 3:26 am EDT

Still with Yak...still no problems... a million times better than dealing with Bell.

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Ken A Z
Windsor, CA
Feb 01, 2011 4:58 pm EST

One thing you guys dont know if that YAK uses the BELL phone lines. Your voicemail is not YAK's voicemail it is BELL's voicemail.
Now to my complaint. I just got a call from their system bothering about my $0.95 past due account, yes, thats righ 95cents.
Ok so i hang up on the message, waited a few seconds, picked up the phone and the message was still going, i could not hang up or make an outgoing call until the message was done.
Thing is you have to think is what can you do if they call at the moment when somebody is like having a stroke or a heart attack that person will be [censor]ed.

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canadamsel
Bancroft, CA
Jun 19, 2010 7:17 pm EDT

Wow! After dealing with Bell Canada for 37 years, I finally pulled the plug on home phone, long distance, internet and satellite TV... and I have been absolutely thrilled with the service I have received from Yak. On the rare occasion (maybe twice) that I've had to call them, I never had to wait more than a couple minutes for their customer service rep, and always received assistance that solved the problem... unlike my abysmal experiences with Bell, who are still calling me with "special deals" to get me back. (Bell can file that under "fat chance.")

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Monique780
Drayton Valley, CA
Aug 12, 2009 6:43 pm EDT

I cancelled and PAID for my account, a plan that I have NEVER used AT ALL, NOT ONCE! And I am still getting three calls in ten minutes EVERY hour! I am so pissed with them! They are just messed! I told them that I was going to take legal action if they didn't stop b/c they are only allowed to make ONE call in 24 hours and I have a million messages on my phone, and their number on my call display PROVING that they are violating my privacy!

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Fred
, CA
Jun 08, 2009 9:32 pm EDT

Yak is the worst provider ever, they are scammers, they need to be shut down

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SB6789
Poco, CA
May 16, 2009 6:30 pm EDT

Yak... what $^T$%^king company.
They phone and hang up almost everyday.
Now they've taken to leaving messages that I'm 30 days over and they'll screw with my credit rating ?

Did I mention that I've never been a customer of theirs ( always been with Telus), I've confirmed that my LD is still with Telus, yet Yak keep harrassing me.
Filed numerous complaints with the CRTC but nada... I'm on the do not call list .

I hone ed and asked who I was speaking with ... put them hold for a couple of minutes to go to washroom... came back and in my best FM radio vioce, asked for their home phone number... got most of the numbers before he wised up and asked why I need that ?
I told them I wanted to call them at home day and night and hang up, over and over again, and leave threatening messages about their credit rating so they could see how much fun it is :-) I put him on hold again ( said someone just came to door... after 4-5 min I picked up expecting him to be gone, but NO he was still there... then I asked him how he could stand living with himself, how he could look at himself in mirror knowing that his job was to harass people and try to scam them ? No Answer ... then he hung up.

Then I filed yet another complaint with the CRTC... when will they put these ### out of business?

SB

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Soon to be Former Yak Customer
, CA
May 04, 2009 11:32 pm EDT

Stay far, far away from Yak. Customer service is apalling !

My brief sad story is the following: In July 08 I signed up for Yak's home phone service on two lines, and was promised that the services would be transferred in 10 days.One line was, but the second line was not transferred for almost 4 months! Each line is a different number, with a different outbound caller name and this was made very clear to Yak when I signed up (one is me, the other is my wife). When the second phone line was finally switched, Yak made the outbound caller name the same as the first line. It took several more months for them to correct the error. Next, I recently discovered that we can no longer accept collect calls anymore (and with children in the family, this is a saftey issue and deal breaker) because Yak changed my service without notice. Yak's explanation is that the ability to accept collect calls should never have been there in the first place, and that they were simply correcting this initial error by removing the ability to accept collect calls.

Finally, if you want your phone bill to list the long distance calls you make each month, forget it. Yak's invoices only list the calls that are made after you have used the the number of minutes in your LD plan.

Customer service is truly terrible. Long wait times, customer service reps speak from a script and provide little service and were occassionaly quite difficult to understand because of limited language ability.

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Justin
Kentville, CA
Apr 02, 2009 1:56 pm EDT

I have a nightmare story!
I called Yak on plans of longdistance, thinking 18 so dollars for "unlimited" Longdistance was a great deal. I called them, they said they would hook me up if they sent me an invoice, i go to my bank, pay the invoice. comeback call them with a confrimation number, thusly they'd hook me up with services.
Great plan! (not) He told me it would take 7 business days to get the mail. I waited 7 business days, sent them an email (did this because the guy they had, had a horrible accent, hardly understood him (not french either)) I waited 2 months! no invoice. No phonecalls. and I thought I wouldnt have service! well! One day I went to call my Grandfather (who lives alone! In New brunswick, I'm in Nova Scotia!) I couldnt make a call! no long distance... what the heck? So I called my telephone provider... they told me I was with Yak for long distance! well I changed my long distance back, emailed Yak again. no replies! (I NEVER got replies via email!) you'd think after 5 or so months, they'd call you telling you you have an overdue account! NOTTA! but as soon as I went back to my current phone provider for longdistance, I was getting collection calls, 7 AM, everyday! that automated crap! So I just called them today (just now!) and guess what? according to them, i have to eat 107 dollars for their mistake, The rep. even had nerve to place the blame on me. "well you could of called or email" well I emailed! calling them was out of the question, due to the bad english skills of some guy from Iraq or somethin! (no offense) but when you hit "english" I expect someone to know english perfectly.

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yakattak
, CA
Mar 14, 2009 10:22 am EDT

I have had nothing but problems with Yak as well. Being fraudulently lied to about internet speeds, improper billing, horrendous customer relations, etc.

I am going to be checking into the possibility of launching a class action suit against these yo-yos because the CRTC, CCTS, BBB are all either unable or unwilling to do anything about these fraudulent hucksters.

I am especially interested if anyone is actually receiving the full 5 mbit connection that they say is possible. From what I have seen or gathered, they do not even have enough bandwidth to be able to give these speeds and limit connection speeds and blame it on the lines or distance from the CO. When you first start the service, they give you an intentionally low speed, and hope you won't notice. When you complain, they will raise it slightly, but then say the lines aren't capable of more.

I would also be interested in hearing from any disgruntled ex-yak employees who could shed some light on the internal practices and what they are told to tell the suckers err... customers to sign them up.

Please send any "horror" stories concerning Yak to the e-mail address I created for this purpose. Don't send any names, addresses, or telephone numbers. Just an e-mail address so I can get back to you if I can get this suit to go ahead.

An extremely disgruntled Yak customer.
yakattak@live.com

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Anthony.D
Oshawa, CA
Feb 24, 2009 7:11 pm EST

I completely agree they have been sending the CGC collections after me for 360.00 for some service that was never activated nor used. This company is like you said an abomination, horrid, disgraceful worst company ever. I would never deal with them again or recommend it. If a sales man ever comes to your door slam the damn door in his face and lock it. By the way i got them to drop the bills after 1 year of calling them complaining and arguing with them. That is all I have to say. Disgusting.

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Yak Communications / Distributel Communications terrible customer service

It seems that there is always 16 people waiting ahead of me when I call the Yak customer service line. Whether I choose to activate a new service or report technical issues, there is always at least 16 people ahead of me and I usually hang up after 1 hour.

I have still not been able to activate my travel card. The Yak welcome letter indicates that it will only take a few minutes before I can start "yakking" with the travel card, but after many hours of waiting on hold, I still have a card which is not yet activated.

Also, Yak had a holiday promotion for new accounts. The promo promised 100 free minutes of long distance. Well, I signed up for a new account but I did not get 100 minutes of free long distance. After contacting customer service, they informed me that they were not familiar with the promotion... even after I directed them to the promo web page, on the Yak.ca web site.

I am very sorry that I signed up with Yak. Now they have my information, my credit card details, and I can not get a hold of anyone.

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CLASSACTION
Oakville, CA
Dec 07, 2009 12:26 pm EST

I am GATHERING VICTIMS OF YAK COMMUNICATION IN ORDER TO SUBMIT TO LOCAL MASS MEDIAS, SUCH AS LOCAL BROADCASTS, NEWSPAPERS, other means of mass media in TORONTO GTA REGIONS. PLEASE REPLY THIS BOARD IF YOU ARE INTERESTED.

i HAVE COME TO CONCLUSION THAT ONLY SOLUTION IS TO RAISE OUR VOICE TO BE HEARD TO MASS AUDIENCES.

some of governmental institution ENABLE it because some assume Yak is cooperation this also is authority as well.

I am also victim of Yak communication, which actually turned into fraud. For last 6 months, Yak communication neglected my request of cancellation and asking for unauthorized charges by abusive phone calls. I had reported to Police and Communication Network Commissioner.

Both institution requires 20 days to investigate; therefore, Yak try to win you over the harassment calls and e-mails meanwhile, which likely victims turn to agree for authorized payment.

THEN I THOUGHT - IF I HAVE BEEN USED YAK'S UNAUTHORIZED $30 CHARGE FOR SOME CHARITY INSTITUTION INSTEAD (LIKE WORLD VISION OR ARMY SALVATION), THE MONEY WOULD BE WELL SPENT INSTEAD OF THIS GREEDY COMPANY WHICH TREATS BADLY!

I FEEL ANGRY THAT SOCIETY MAKES YOU FEEL THIS IS YOUR PRIVATE CIVIL CASE, NOT PUBLIC CONCERN.

I AM SUBMITTING THIS CONCERN TO CITY TV, ETC, IN THIS WEEK. PLEASE CONTACT ME ON THIS BOARD.

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Yak Communications / Distributel Communications erroneous billing/poor service

On October 30, 2008, I called Yak (and waited on hold for 1 1/2 hours) and set up a new account for phone and internet to start on November 28, 2008 when I moved into my new home. At that time I requested that the modem be sent to the new address as I knew the owners.

After two weeks I still had not received the modem and called Yak once again (and waited on hold for over an hour). I was told that the modem would be sent out to me.

A couple of days later I received a bill and realized that my credit card was charged for an erroneous bill. This bill started my service on October 30, 2008 which was not even connected yet. This amount for $95.42 was charged to my credit card on November 24, 2008. I called Yak (waiting on hold for over 90 minutes) and at that time cancelled the upcoming order. I was told the amount would be credit back to my card which it was on November 27, 2008.

On November 26, 2008 my credit card was once again charged $95.42 in error. I spoke to someone in early December and was told this would be credited back to my account. This was done on December 9, 2008.

Now, after reviewing my credit card charges I realize that on December 24, 2008, my credit card was erroneously charged in the amount of $183.58. I am attempting to reach customer service which originally had 10 calls ahead of me and after waiting 87 minutes with 2 people still ahead of me I am still waiting.

I do not want my credit card charged any more. My credit card has been erroneously charged 3 times in 30 days. I want my credit card information removed from your system immediately. Furthermore I want the amount of $183.58 credited back to my credit card immediately.

I find this customer service poor and the constant erroneous billing errors horrible. I never even had the home phone service and I have had to spend hours on the phone with Yak on numerous occasions.

After waiting a total of 2 hours and 15 minutes to speak with a representative I get one who tells me how horrible her job is and how it is the only one she can get. Yet I still cannot get confirmation that my credit card will be refunded.

Horrible Horrible experience.
Thank you

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Yak Communications / Distributel Communications billing

Reasons why you should never go with YAK ever!

There are several reasons why you should never receive any service from a company as incompetent as YAK:

1. Useless order-takers:
They will surely take your order wrong and then create a problem for you so that a simple 10 day process will turn out to be a 20 day waiting period.

2. No interdepartmental communication:
Instead of communicationg with other departments within YAK, any person you talk to will give you the information related to your situation and let you explain everything. This not only puts you into a messenger-boy status wasting your time but also results in huge costs in phone bills, especially if you are using prepaid cards.

3. No interdepartmental communication (again):
In the case that you want to cancel your subscription BEFORE (or presumably after) you receive the service, rest assured that accounting and DSL will certainly not notify each other and you will keep receiving bills for a service which you have never used.

4. Clueless Customer Service:
Words such as "you don't have anything to be worried about anymore" or "it is fixed, we apologize for the inconvenience" coming from customer service representatives will hold no meaning as you will continously receive the past months bills from the company.

5. Adding insult to the injury:
Not only your previous 2 attempts of clarifying the siuation will be rendered useless but also they will include a $1.95 of paper invoice fee with your 4th bill.

(This is also posted at dslreports.com at the following link:
http://www.dslreports.com/forum/r21586666-Reasons-why-you-should-never-go-with-YAK-ever?r=164

I am posting it here for people who would like to follow up that conversation too.

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Yak Communications / Distributel Communications accessibility

yak is repeatedly stating my credit card has expired. This is incorrect, my card has two more years on it. Now, after spending hours over a number of days trying to get this straightened out through the 1-800 number and just being told "operators are helping other clients " (today I was no. 38 the last time I phoned, I find I can't even
dial the 416 number as my account (.36cents) is
overdue (its payable on the 21st of the month and today is the 21st, plus I have used my credit card in the stores today with no problem. (of course).

I have tried to access yak.ca a number of times without success. I would like to get this resolved ASAP, or I will get move to another server.

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Yak Communications / Distributel Communications horrid service don't ever sign up!

Put an order in with Yak to transfer my services from Bell Canada to them because they offered better rates and lower costs. This was done in the last week of August.

I was told don't worry let us handle everything. Ironically my phone didn't get transfered and they issued a Work Order with Bell Canada to have my services cut so they could switch me over but never did.

I am still without a phone ever since and Have spent over 100 bucks on air time trying to get a straight answer out of these guys.

The average on hold time for this company is 30-40 mins before you get a live agent but all they want to do is get you off the phone asap and just assured me they would send a tech out to connect me. This happened 3 times.

My last call resulted in being told that they couldn't hook me up because my phone had been disconnected and explained of course it was hey put in a work order to do that. They then told me to go back to bell to have my services reconnected and what would you know I have to pay to do that to have them do it all over again.

I don't think so Cogeco digital phone here I come!

Don't be fooled. These guys are a joke. YAK Phone company is a scam and a fraud. There service agents are clueless and weren't helpful at all. And to top it all off they don't even have an escalations department or perhaps that too was yet another lie...

Seriously its not worth trying to save an extra 10-15 bucks a month on phone services to switch to these guys. You will be frustrated and sorely disappointed just like I am.

Still phoneless in Hamilton

B. French

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j&j
Kingston, CA
Apr 07, 2009 8:36 pm EDT

Signing up with YAK, perhaps the most lamentable decision we've ever made! The list of disappointments and frustrations that have accumulated over nearly eight months of dealing with this second-rate, substandard company is almost laughable; that is that we've continued to have this inane hope the company will address the issues we've brought forth. Firstly, taking nearly a month to simply connect the service, three weeks, that is, after Bell installed the phone jack. Being billed for a full month of only a week and half of usage was, naturally, upsetting. The next three months of being charged some inexplicable 30 dollar extra charge for internet, despite the cost clearly being included in the line preceding it on the bill. Calling the company for any sort of intelligible answer was futile, as being told to ignore the extra charges on THREE occasions resulted in a collections agency letter requesting the amount we were told to ignore! Then after paying it, and attempting to contact them for reimbursement, come to discover our account cannot be opened as it was still deemed a "deliquent collections acount", despite us having payed collections several days before. The most frustrating part comes now, after being told to call back when the account was unfroze, the phone had apparantly been disconnected. Calling from another line, we were told on two different occasions the line should be "up and running now", to no avail. Suddenly one morning, a man calls in a hurried voice and says" Hi this is **** from Yak the switch for your phone has been flipped..." and before my girlfriend was able to mutter a response the man hung up. Now the phone was working, however after being without phone for nearly a month, we were charged full cost for the service, while they had the audacity to charge an additional 25 dollars for a "reconnection fee". Ofcourse calling about this proved fruitless, as being assured it was not intentional and that a reimbursement cheque is on the way, our hopes have waned since a month of being told this, with no cheque in hand. The icing on the cake is that it came to our attention recently that our name comes up on others caller ID entirely mispelled, which I attribute to the curt and, obviously inept, technician who established our account. Surely this was something they could quickly fix, however we were told following our concern it would cost us 15 dollars to change the name! Cost US for THEIR screw up!
If you've taken the time to read this, please heed the warning of the delightful, prompt and accurately billed service you would be getting with Yak. (We are switching to a new service provider needless to say)

G
G
GTO
, CA
Jan 23, 2009 1:59 pm EST

Dear B. French,

I totally agree with the wait time, I had to call them due to a billing problem & waited about 54 min before connected to a live agent. She could not answer my questions & had to put me on hold several times so she can go and ask someone. (At least I know there is more than one person working, I had began to wonder if she is the only agent working after the 54 min wait). At the end of my call, I could only hope she didn't screw up my account more. In any case, I will find it out on my next billing.

My problem was that: I got collection calls from Yak, because I some how short paying ~$10 on my last bill. While trying to find out the cause, she tried to get me sign up for e-billing, but Yak will not send any email reminder when the bill is ready in your Yak account. I can not see why they would not send out email, unless they like people to forget paying so they can charge the late fee.

Not very happy in Toronto :(

ComplaintsBoard
V
1:32 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Yak Communications / Distributel Communications bad service

Hi my name is Desiree Walker 206 Boland Ave Sudbury ON P3E1Y2 [protected].

This is the second time I send you this message. I have not recieved a reply from you. Please reply A.S.A.P.

This is my story...

In mid-July, I was speaking to yak and carefully considering switching from Bell Canada over to Yak communications. The first lady I spoke to, who was Anastagia, was quite nice. She informed me that I needed to contact Bell to cancel my internet service, then call her back at [protected] to give her the cancellation date as well as the cancellation number in order to move both my phone and internet service successfully. After cancelling with Bell, I tried calling Anastagia back to no avail and found myself on hold for 25 minutes. When I finally was speaking with someone, Micheal, he was confused and after I was hung up on accidentally after 45 minutes of this attempt to clarify, I found myself calling again, to start the whole procedure over, only to hold for another 20 minutes. When I finally got hold of another rep, he was just as confused, completely unhelpful and I lost the line again. After my third attempt and holding again for nearly 30 minutes, I realized that I had now spent nearly 3 hours of my own time with YAK and had so far gotten nowhere. I realized right then that I did not want to switch over to YAK at all because of the terrible customer service I had been recieving. So...once again...and this is the same day...I called YAK and held the line again...because this time I wanted to be sure that YAK would not use my information to switch me over. So finally after being on another long hold, I spoke to another YAK rep and advised him of my situation which took about 10 minutes and told him to cancel any order that may have been put out with my information and told him that I did not want to be a Yak customer. I told him again, cancel all my information and he said no problem. I asked for a confirmation number and he said there wasnt' any because there was no order to cancel. Several days later my phone stopped functioning. I could not recieve any calls all day and no voice mail. That evening, my phone was functioning again, and when I called Bell to find out what was going on...they advised me that Yak had switched me over and I was no longer their customer! I called Yak and was put on hold for a ridiculous amount of time, over 30 minutes again!, and finally explained to another rep what was going on! He appologized and said that I would not be charged any fees from Yak and told me that If I wanted, I could call Bell to reinstate my line with them, which is what I did. I still had no voicemail though in the meantime. He told me to press *98 and so on...I told him I had already tried that several times to no avail. He replied that it should work and he didn't know what could otherwise be the problem! After several more phone calls I realized that as had been my experience with Yak, I was getting nowhere. I placed a call with Bell and a kind rep did eventually call me back to tell me that YAK had failed to activate my voicemail. So she activated it then and there and it finally functioned. I must have spent about 5 hours going back and forth waisting my time with YAK. I now want confirmation that I won't be charged any ANY ANY fees from Yak. My account is back with Bell, however, I did lose some of the benefits I enjoyed before YAK switched me over against my instructions. I also lost my $55.00 line protection that I had recently ordered and paid for. WOW! What and incredibly disapointing experience! Please send confirmation that I will not be charged!

Unhappily,

Desiree Walker

August 25, 2008

This is now the 3rd mail I send with absolutely NO REPLY. I haven't received any CUSTOMER SERVICE to date. I have now recieved a bill which I was told but not assured I would not recieve. No surprise of course.

invoice # [protected] cutomer # 307988

Hi my name is Desiree Walker 206 Boland Ave Sudbury ON P3E1Y2 [protected].

This is the second time I send you this message. I have not recieved a reply from you. Please reply A.S.A.P.

This is my story...

In mid-July, I was speaking to yak and carefully considering switching from Bell Canada over to Yak communications. The first lady I spoke to, who was Anastagia, was quite nice. She informed me that I needed to contact Bell to cancel my internet service, then call her back at [protected] to give her the cancellation date as well as the cancellation number in order to move both my phone and internet service successfully. After cancelling with Bell, I tried calling Anastagia back to no avail and found myself on hold for 25 minutes. When I finally was speaking with someone, Micheal, he was confused and after I was hung up on accidentally after 45 minutes of this attempt to clarify, I found myself calling again, to start the whole procedure over, only to hold for another 20 minutes. When I finally got hold of another rep, he was just as confused, completely unhelpful and I lost the line again. After my third attempt and holding again for nearly 30 minutes, I realized that I had now spent nearly 3 hours of my own time with YAK and had so far gotten nowhere. I realized right then that I did not want to switch over to YAK at all because of the terrible customer service I had been recieving. So...once again...and this is the same day...I called YAK and held the line again...because this time I wanted to be sure that YAK would not use my information to switch me over. So finally after being on another long hold, I spoke to another YAK rep and advised him of my situation which took about 10 minutes and told him to cancel any order that may have been put out with my information and told him that I did not want to be a Yak customer. I told him again, cancel all my information and he said no problem. I asked for a confirmation number and he said there wasnt' any because there was no order to cancel. Several days later my phone stopped functioning. I could not recieve any calls all day and no voice mail. That evening, my phone was functioning again, and when I called Bell to find out what was going on...they advised me that Yak had switched me over and I was no longer their customer! I called Yak and was put on hold for a ridiculous amount of time, over 30 minutes again!, and finally explained to another rep what was going on! He appologized and said that I would not be charged any fees from Yak and told me that If I wanted, I could call Bell to reinstate my line with them, which is what I did. I still had no voicemail though in the meantime. He told me to press *98 and so on...I told him I had already tried that several times to no avail. He replied that it should work and he didn't know what could otherwise be the problem! After several more phone calls I realized that as had been my experience with Yak, I was getting nowhere. I placed a call with Bell and a kind rep did eventually call me back to tell me that YAK had failed to activate my voicemail. So she activated it then and there and it finally functioned. I must have spent about 5 hours going back and forth waisting my time with YAK. I now want confirmation that I won't be charged any ANY ANY fees from Yak. My account is back with Bell, however, I did lose some of the benefits I enjoyed before YAK switched me over against my instructions. I also lost my $55.00 line protection that I had recently ordered and paid for. WOW! What and incredibly disapointing experience! Please send confirmation that I will not be charged!

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Al__
, CA
Oct 29, 2018 10:46 am EDT

Yak: There've been no Internet for 4 days. When I try to reach them over the phone, they put you on hold for at least 45 min, often simply disconnecting after that. When I finally reached them, they try to make me an idiot saying that this is my problem, e.g. bad wiring. Then they make me go through a lengthy process of modem re-initialization, which I've already done many times before calling them. Finally, they admitted there was a "limited" Internet outage in my area and it will be fixed "shortly". It's been two days since then. I've been their customer for several years and this outages happen from time to time, but I not going to tolerate it any longer. Will be looking for another provider. -Al

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truble
, CA
Jul 17, 2015 5:26 pm EDT

Yak made me take 2 vacation days off work to wait for their technician... just to be told that they've moved the date to another day or cancelled entirely.

The first time, after waiting 3 hours at a house that is under renovations, I called YAK to ask about their tech and when he would arrive.
I was told by the CS rep that the tech cancelled and that I should have called in to ask if their tech was going to come today (no attempt at calling me to let me know as well as blaming me for the lack of communications). I rescheduled for 2 weeks later where I took another vacation to sit at an empty house waiting for a tech that never showed. This time I called them after 30 mins and was told again that the tech wasn't going to show (didn't bother to tell me AGAIN) and was rescheduled for the 3rd time. Its been over a month since I asked for service to be installed and now the pricing and bandwidth changed from when I had asked for it to new prices that are almost as high as Shaw/Telus.

Terrible service. I will be cancelling after the first month as I've received $5 credit for my troubles (they won't refund the modem if I cancel so might as well take the $5) and going with a company that isn't a joke.

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John
,
Sep 15, 2008 10:06 pm EDT

I have been waiting on the phone for over an hour. Today, we can't call out on our phone other than to the Yak Office where you can't speak to anyone, "becaause all the agents are busy helping other callers".
This Company is all advertising and no delivery. I may be a little cheaper but you get so much less for your money.
We've had this service for about two m onths and finally received our first invoice last week for $112.00. We switched to Yak because of high telephone costs.
Boy, were we wrong.
I do not and would not recommend this telephone provider...ever.

K
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Kevin Meixner
North York (Toronto), CA
Oct 21, 2009 1:26 pm EDT

With Yak Communications it is not a simple task to move your existing Yak home phone and Yak DSL service to a new address. I am in the process of doing this, it took them 10 days to transfer my home phone service over and I am still waiting for them to transfer the DSL, they tell me that it should be up on the 26th, 12 days after the home phone has become active and 26 days after I requested they transfer both my existing home phone and DSL service over. They refused to transfer the DSL and home phone over at the same time saying they had to do a separate work order to transfer the home phone over and then when the home phone was active they would make a separate work order to have the DSL activated at the new address. I don't see why they just can't do both on the same work order at the same time, it is the same phone line after-all. So assuming they get the DSL up on the scheduled date it will have taken them 26 days to get my DSL moved to the new address which is absolutely ridiculous when Rogers Communications can get your High-Speed Internet up in 3-7 days (unfortunately Rogers cable Internet is not available at my new address or I would have switched to them two weeks ago and Yak would have permanently lost me as a customer).

In all fairness the long delay to switch the home phone and DSL over might be due to Bell Canada who is the one who has a monopoly on owning the phone lines and requires that only Bell Canada technicians work on them. Really if this is the case Yak should sue Bell Canada over their incompetence for the extremely poor technical service.

I've had both Yak DSL and Rogers Hi-Speed Cable in the past here is how they compare:

Yak DSL:

The Good:

- cheap montly rate of approx $36
- unlimited downloads (no data cap)

The Bad:

- 3-5MBps is much slower than cable Internet (but not unreasonably bad)
- when things goes wrong it takes them a day or two to schedule a technician to come over and fix things
- technicians are Bell Canada technicians who cannot follow standard procedure to phone you on your cell phone 15 minutes prior to arrival, cannot be trusted to knock on your door when they arrive to inform you they are there, cannot be trusted to phone saying they will be late even if they are going to be 8 hours late, might show up 8 hours after their scheduled time window for arrival (happened to me once), might take days to fix the problem
- takes about a month for them to setup your home phone and DSL (or 2-3 weeks just to setup the DSL if you already have a home phone line)
- takes them nearly a month to transfer your existing Yak Home Phone and Internet service over to a new address if you move
- it takes them 2-3 weeks to get your DSL Internet up and running

Rogers Communications:

The Good:

- fastest internet, up to 10Mbps if you choose their fastest package, but even the 5-7Mbps is really good
- most reliable Internet service (rarely goes down and if it does is usually up again within 2 minutes. In the event of a problem like a car crashing into a cable box it is usually up in about half an hour)
- when their is a technical problem they can usually diagnose it and often fix it remotely while you are on the phone with them without sending a technician to your home (unlike Yak who must always send a techician to your home)
- professional techical support, arrive when they say they will arrive usually, and even phone you if they are going to be late
- they can have your hi-speed Internet up 3-7 days up from your original request

The Bad:

- more expensive monthly rates ($46 for 30G data limit package)
- they have data limits and charge you much more if you go over the 30G limit which might cost you a lot if you use the Internet in a way that results in you going over their limit

Conclusion:

If you are poor and can live without Internet for nearly a month when you move then go with Yak Communications. Also if you need unlimited data downloads Yak is your only option.

If you can afford $10-20 per month extra for Internet that is much faster and much more reliable with much better technical support and can live with data transfer limits then go with Rogers.

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Kevin Meixner
North York (Toronto), CA
Oct 04, 2009 6:35 pm EDT

I have Yak home phone and DSL, once you get the service setup it works great, but when I was getting it setup initially and was having problems that required a technician to come to my house I received the worst technical support service I have ever received from any company my entire life. It is not Yak's fault however, it is Bell Canada's fault since they are the ones who own the phone lines. Bell Technicians would schedule an appointment to come over.

They were supposed to phone my number 15 minutes before arrival. They had an 8 hour window that they were supposed to arrive. They would often show up without calling and not bother to knock on my door, instead they would leave a note on my door saying they could not access my unit (when I was sitting on the couch right in front of my door, all they had to do was knock). One technician was scheduled to show up between 8am and 12 noon but did not show up until 8pm that night, nobody phoned to say they were going to be late. I spent three days that I took off work waiting for Bell Canada technicians to show up when they said they were going to show up and they never did. I eventually got my service working and it is working great now but it took the Bell Technicians about a month to get it working properly.

My complaint is about Bell Canada technicians, if Bell Canada is going to have a monopoly on owning the phone lines they need to provide decent service to people who resell the use of those phone lines.

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sapient
Oa, CA
Jan 28, 2009 12:08 pm EST

This is one of several letters I sent to YAK. There is never a reply and the worst customer service if you can ever get through to their useless call centre.

Hello,

This is my attempt to obtain some explanation for the inept YAK services. I've tried calling into customer service with no avail!

I've signed up with YAK in October of 2008 from the information provided via mail/pamphlet at my door steps.

Initially the promotion sounded very promising...

I signed up for home high-speed internet and phone service. After literally over ten time trying to obtain information regarding the status of my service, I received via email in December that my phone has been activated. I was very dismayed that high-speed internet in my areas is not available!

BAIT and SWITCH tactics?! your promotions are fishy and seem fraudulent! To aggravate even further, I received my first invoice and called customer service to inquire about the particulars...another 40 minute wait only to be answered by a very green, unknowledgeable and rude agent. With frustration, I asked to speak to the supervisor, which he rudely refused!

I was informed that my initial package of unlimited calling in Canada for extra $5 which I signed up for back in October is not available and that in it's place I will be provided with 500 min.! WHAT THE $#@#!

Meanwhile, your web site YAK.CA still advertises $5 unlimited calling to select countries!

What type of fraudulent telco are you running!

I understand that promotions and packages over time may change however, there is a concept of grandfathering people who signed up on the initial offerings, or at the very least informing of the changes via email or the phone (which you obviously have!)

I expect a prompt response.

If not I will escalate to public authorities and web sites of your tactics!

M
M
MJ R
, CA
Jan 27, 2009 3:47 pm EST

I totally agree with Desisee. I also was put on hold for 45 minutes to be told I had the wrong extension, they only have three options and cancellation dept. wasn't one of them. I was transfer to the cancellation department. After waiting another 39 minutes to have the live ring with no one at the other end. THAT was it. I called Bell explained my situation and changed my lines back to Bell. I felt like i was swindled. I am the customer, they are the business and they did me no favour. They also haven't answered the email i sent them on Jan 5, 2009. DIMITRI who? [protected] N.York 0004 YAK REP. Does anyone know this guy. I called his number he gave me and I had the wrong number. Imagine that.
BYE BYE YAK.
You are a ### small company with lack of customer services, by reading the above comments looks like to me you have unrealiable customer servives and I will be spreading this to all the people I know.
I have been a Bell customer since I was old enough to have my own phone. I will not be swindled again.

MJ dated Jan 27, 2009

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Almaz
,
Nov 20, 2008 9:56 am EST

After, as many other trusted Bell customers I decided to switch to Yak, since then it has been nothing but hell, and grief. It began by Yak losting my #, I was without ph services for approx 2 weeks, I had to switch back to bell. I received a call fr a Yak manager (Youef) apologizing, he asked If I would like to have internet only, said I will think about it. In any event, approx 2mnts after I decided to get internet only fr yak. I rec services on Oct/19/08 @ $34.00 per/mnt, however three weeks after I rec an invoice fr Yak requesting payment for my home services. I contacted their poor cust ser, the rep called back and left a voice mail conf my only ser of internet and the hook up date of Oct/19/08... Keep in mind here that Im paying Bell for my home service, but Yak is charging me for the same home services. My next stop is the CRTC. I AM FEED-UP WITH YAK.

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stoney
Toronto, CA
Oct 29, 2008 1:50 pm EDT

i agree with the first statement. i placed and order in july for homephone and internet and no body showed up. A few days later i had a phone like but it was crossed with a Rogers customer. I was basically using someone elses phone line. I called plenty of time to set up different account and nobody showed up to do anyhing. NO SURPRISED AFTER THE 5TH TIME. i finally just settled with the internet when i found that your call rep where putting plans and features on my 'home phone' aswell as my cell phone. THING I DID NOT ASK FOR. they have no clue as to what they are doing and take no fault in there actions. They dont listen and are confusefed and there seems to be no leadership in that place. Not only that, everytime my call was to be escalated to a 'manager' expecting to get a call back, like they said, IT NEVER HAPPENED.

AS FOR CHRIS AND YOUR 'MANAGER' LAUGHING AT THE FACT THAT YOUR CUSTOMERS ARE FED UP WITH YOU SERVICE IS UNPROFESSIONAL. A MANAGER IS SUPPOSED TO BE THE ONE TO LEAD, SET A PROPER EXAMPLE AMONGST YOUR PEERS. IF ANYTHING YOU SHOULD HAVE BEEN THE ONE TO SAY STOP THIS IS NOT RIGHT THAT THERE ARE PEOPLE GETTING CHARGED FOR NO REASON AND HAVE SUCH DIFFICULY ORDERING A SIMPLE SERVICE. ITS SAD AND IMATURE THAT YOU WOULD EVEN ALLOW YOUR EMPLOYEE TO MAKE A COMMENT LIKE THAT WHILE YOUR STANDING THERE AND NOT ONLY THAT YOUR ENCOURAGING IT. YAK WONT BE AROUND FOR LONG. AND IF YOU WORK WITH BELL AND THEY DONT SHOW UP THEN YOU GOING TO TAKE THE HEAT FOR THEM ASWELL. I HOPE THEY DROP THEY YAK ACCOUNT BECAUSE YOUR COMPANY IS ###. :)

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Vanessa
,
Oct 01, 2008 2:09 am EDT

Well can you please state the situation because you may have receiving this Bill because you place a lot of calls my Friends cuz yak only charges y0u 5 cents a minutes, so you may have call somewhere . Now maybe you set your self for ebilling .

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