Below is an actual online chat conversation I had with a Bell Sympatico service rep tonight in regards to them throttling internet usage to its paying customers. They are regulating your speed that YOU paid for. I am by no means fully version in computer terminology etc, but I do know what I pay for...enjoy below...you can almost tell where the guys boss advises him on what to say.
Forward this to eveyone on Sympatico...(this chat was copy/pasted from their chat menu) - session ID and SCI changed to protect their employee's job.
System: Welcome Peter Session ID:360656
System: Connecting to server. Please wait...
System: Connection with server established. Please wait...
System: Adam (SCI-11639) has joined this session!
System: Connected with Adam (SCI-11639)
Adam (SCI-11639): Hi Peter, welcome to Bell Internet Services, my name is Adam (SCI-11639). I see that you have questions regarding your network access, how may I assist you with this?
You: How do I get Bell to unthrottle my internet service that I am paying for?
Adam (SCI-11639): Peter, I certainly help you with the information regarding Internet throttling.
You: Great! How do I get Bell to take me off it? I didn’t switch to Bell to get throttled.
Adam (SCI-11639): Peter, Shall I take a minute. So that I can check your account details thoroughly.
You: Sure thing. I am on the 7 Mb plan but am getting throttled on P2P applications...didn't pay for that and being limited to well below my paid for 7 Mbs is an issue
Adam (SCI-11639): Okay. Let me check your account details.
You: Sure thing. Can you unthrottle my access? Appreciate the help
Adam (SCI-11639): Peter, I will give you a clear cut idea why we are throttling the Internet usage.
Adam (SCI-11639): The reason Bell has a responsibility to maximize the ability for all customers to use and enjoy their Bell Internet service and a responsibility to deliver bandwidth fairly to its customers.
You: Sure thing, but it’s not "enhancing customer experience". Besides, I didn't pay to be restricted below what I paid for. Would anyone pay to have their maximum paid for be limited below that. Is that fair to its customers it brings on board? Can I be unthrottled? I just want what I paid for, especially since I use my internet during the peak throttled hours.
Adam (SCI-11639): P2P file sharing will take more bandwidth, In peak hours your Internet usage will be throttled. This is to ensure all the Bell customer receive the same performance on Internet usage.
You: If I pay for the 10Mb service program, will I be throttled there too?
Adam (SCI-11639): We do not throttle Internet usage, but Bell follows Internet Traffic management to provide fair service to all customers.
Adam (SCI-11639): This is not only for you. This was followed for each and every customers in Canada.
You: bell states that the 7 Mb service is for "Download high quality music files, stream video, or play games". I do online gaming and am finding my P2P being throttled.
You: But I am paying for 7 Mb...what about at 10Mb, what level do they realy get?
Adam (SCI-11639): Peter, we do not support P2P file sharing.
You: How should I go about getting unthrottled? Please advise. Rogers had a much faster internet. Can I cancel service with Bell without penalty?
Adam (SCI-11639): Peter, We are not throttling the speed. we do not support P2P file sharing. If you use P2P file sharing your Internet speed will be decreased. This not only with Bell, But all the ISP over Canada is following the same Internet traffic management.
Adam (SCI-11639): The slow speed is caused because you are using p2p file sharing.
You: Bell admitted to throttling. Please advise.
Adam (SCI-11639): Sorry Peter. We do not support p2p file sharing.
You: It's Ok...thanks though
Adam (SCI-11639): You are welcome.
Adam (SCI-11639): Is there anything else I can assist you ?
Adam (SCI-11639): Peter, not to hurry you. Are you still with me ?
You: Can you get me off the internet traffic management?
Adam (SCI-11639): Sorry, Peter. We are not throttling the Internet usage.
You: Have a good night.
Adam (SCI-11639): Same to you.
Adam (SCI-11639): Thank you for choosing Bell and have yourself a great day.
Bell Sympatico sold me their Hi-Speed Internet Services a few years ago and I just found out that all along my residence location is not qualified for such services. Bell Sympatico had charged me for a service that they never provided from Day One. Yet...they refused to redress the problem by refunding me the amount overcharged. They only offer me the ridiculous solution to downgrade me service !
I just feel the need to tell people the truth about Bell Sympatico. I worked for Bell Sympatico as a "technical support" person. Let me tell you a few things about what I had to do to keep my job - my purpose was not so much to solve internet connection issues but rather to get money from customers. Cute things like "mistakenly" setting customers up for services they didn't want to subscribe to, but the worst was KNOWING what was wrong - mainly spyware related problems - and not being able to tell the customer the truth.
Why you ask?
Because they wanted us to convince their customers to subscribe to THEIR software - instead of the FREE software you can
download. Usually it was $5.95 a month each for antivirus, antispyware and so on. To get the free stuff (which works fine,
updates are free - its great!) just go to www.download.com and look on the right hand side for "MOST POPULAR SOFTWARE" - look for
"AVG Anti-Virus Free Edition",
also do a search of this fine site for
"ZoneAlarm Firewall (Windows 2000/XP) 7.0.362" and "CCleaner 2.07.575" - this will give you great protection at no charge.
I remember how I cheated customers and betrayed their trust all in the name of keeping my job. I once convinced a customer that
the problems they were having were due to having Norton Antivirus installed on their computer. I told them that it was such an "aggressive" program that it was placing a stranglehold on their computer and that uninstalling this antivirus and
downloading Bell Sympatico's antivirus would resolve their problems - you see, Norton Antivirus won't allow the installation
of another antivirus program - so to do so one must uninstall the Norton Antivirus - LEAVING THE COMPUTER DEFENCELESS - and then the customer is to go online and download the Bell Sympatico antivirus - with no actual antivirus installed on the
computer. Guess what happened - when the customer finished the installation the computer had to restart for the installation
to complete. Only thing is... now the computer doesn't start. And I'm supposed to tell the customer that somehow it's their
I shudder to think of all the times I had to intentionally mislead customers - I wanted to work for Bell Canada - that
was my dream. So I did some shameful things in pursuit of that goal. I want you all to know the people who work at Bell
Sympatico are good caring people - it's just that the company they work for is bad.
I want to close this by saying how sorry I am for all the people I hurt while doing this job - I was deeply in debt and
desperately needed to keep working, otherwise I would have just walked out. I would also like to say that I would never, ever
work for Bell Canada now - the great respect I once had for that company is gone.
I would also like to pass this along - there are companies that offer FREE INTERNET - one such company is
National Capital Freenet - now, they do want you to pay - but if you explain that you can't afford it right now they will
help you out anyway. I went to them a few years ago and they gave me free internet for one year. Their website is
Good Luck and have a good life
If you use the BELL SYMPATICO SERVICE it is possible that you might be paying extra for services you are not receiving. Bell currently charges based on the transmission rate under 1megabit, 2.5megabit or 6megabit rates.
The problem is that they cannot guarantee the 6megabit service so most people paying for this service are only getting the 2.5megabit service and sometimes only 1.5megabit. You can verify if you are getting what you paid for by doing this simple test.
If you are using windows XP or VISTA. Click on START -> ALL PROGRAMS -> ACCESSORIES -> COMMAND PROMPT [XP] or RUN[VISTA]. At the command prompt, type the following: tracert google.com.
This command will show you the route through the internet that BELL is using to find GOOGLE. SAMPLE FROM AN ISP OTHER THAN BELL >
Tracing route to google.com [220.127.116.11]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.100.254
2 7 ms 8 ms 7 ms 10.194.64.1
3 7 ms 8 ms 7 ms 18.104.22.168
4 8 ms 8 ms 9 ms ia-piex-bb04-ge6-1-0.vtl.net
5 19 ms 16 ms 17 ms ia-piex-bb04-pos11-0-0-cpe082.vtl.net
6 18 ms 15 ms 18 ms sl-bb26-nyc-9-0.sprintlink.net
7 17 ms 17 ms 27 ms sl-bb22-nyc-6-0.sprintlink.net
8 40 ms 39 ms 39 ms sl-bb21-chi-3-0-0.sprintlink.net
9 40 ms 53 ms 40 ms sl-bb20-chi-14-0.sprintlink.net
10 50 ms 41 ms 41 ms sl-st20-chi-13-0.sprintlink.net
11 44 ms 41 ms 43 ms 22.214.171.124
12 47 ms 41 ms 43 ms 126.96.36.199
13 50 ms 50 ms 49 ms 188.8.131.52
14 48 ms 49 ms 68 ms 184.108.40.206
15 51 ms 51 ms 49 ms jc-in-f99.google.com [220.127.116.11]
The duration in ms (milleseconds) is how long it takes to get from your location to GOOGLE.
IF YOU SEE ANY OF THE FOLLOWING LINES.
9 * * * Request timed out.
you are being duped(replace this word with your own) by BELL.
SAMPLE FROM BELL
1 <1 ms <1 ms <1 ms linksys.linksys [192.168.10.254]
2 49 ms 48 ms 48 ms 18.104.22.168
3 47 ms 49 ms 48 ms dis21-montreal02_Vlan104.net.bell.ca
4 49 ms 47 ms 49 ms
5 55 ms 55 ms 56 ms core1-newyork83_pos_4_0_0.net.bell.ca
6 55 ms 54 ms 55 ms bx4-newyork83_pos_2_0_0.net.bell.ca
7 55 ms 54 ms 55 ms nyc-brdr-01.inet.qwest.net [22.214.171.124]
8 55 ms 56 ms 55 ms ewr-core-01.inet.qwest.net [126.96.36.199]
9 * * * Request timed out.
10 56 ms 55 ms 57 ms jfk-edge-20.inet.qwest.net [188.8.131.52]
11 55 ms 57 ms 55 ms 184.108.40.206
12 67 ms 70 ms 66 ms 220.127.116.11
13 67 ms 70 ms 70 ms 18.104.22.168
14 76 ms 71 ms 66 ms 22.214.171.124
15 67 ms * 67 ms eh-in-f99.google.com [126.96.36.199]
Notice the difference from 49ms to 67ms in speed. You can get a rating of you speed at the following site.
If you have any REQUEST TIMED OUT messages, call BELL and ask the to explain why it is happening. I've had to reduce my service rate to 1megabit in order to get a stable service from BELL but I'm being billed for the 6megabit rate.