My Follow-up to the Owners Reply. This is my response to the posted reply on November 15, regarding our original Google review: We are under no obligation to follow your complaint process protocols or contact CCTS, unless we choose to do so. The point is, we have directed our complaints to several of your staff members for well over 4 months now, who essentially ignored us. We have also discovered that many Storm clients had similar complaints, (sourced from other reviews posted online), and have voiced the same frustration as we have. As for honoring our contract with Storm, You also have an obligation to uphold your end as well. That includes hearing customer complaints fairly, especially when you are binding them to a draconian contract! You have Not provided consistently reliable service, with the speeds you specified which often fluctuated. As well, your service charges are overpriced to begin with, even for rural internet. In addition, you have Not offered a fair exchange of either some free service or compensation, for my damaged equipment. It was your surge protection set-up failure (according to your own technician), that did not protect my router and my scanner on your system. Your lack of customer service and technical negligence, caused losses well beyond our alleged arrears. Furthermore, you were Not willing to make an exception and cancel our contract early, due to our dissatisfaction in lieu of the above issues. Your stance is dismissive, inflexible and inconsiderate, for reconciling with clients of over 10 years! As you know, we have forwarded our complaint to the BBB and posted numerous candid “Storm” reviews on other websites. One thing you should strongly consider, is that your rating of 4 out 5 can change. Remember, that rating consensus is actually based on a few hundred reviews only from several websites, compared to the thousands of urban and rural customers you have. It would be interesting to know how many other clients have had similar conflicts with your staff for technical and customer service grievances. We also find it interesting that you have not enabled client reviews on your Storm Facebook page either, which the owner cannot remove. The test of exemplary customer service is Not only earned when you provide “friendly agreed upon services”. Your clients already have the right to expect supportive professional services which they are already paying for, as the status quo. It is also equally important for a business to go the extra mile to resolve more challenging, or unexpected issues. Incidentally, Dave was never on our billing cycle contract and neither is Johanne - the contract is solely in my name. Dave and Johanne were listed by me as additional authorized individuals, to speak with Storm agents regarding repair issues for our household.

Dispute With Storm Internet Services For Unwarranted Service Charges Earlier this year, we experienced a severe power outage due to a wicked storm, which disabled our internet service for about 3-4 days. Since we reside in a rural region outside Ottawa, our receiver was installed high up on a tower to obtain a good signal. During the storm, I witnessed a violent lightning strike to the tower. The next day, I discovered that my router and a scanner were both annihilated! This represented an equipment loss and replacement value of $598.82. While trying to restore our service, a Storm Internet service technician informed me that our router likely sustained damage from a lightning strike; as their power surge protection facilities probably failed. Due to this, we requested compensation for our loss through an equivalent service period credit as an exchange. They flatly declined any responsibility, after 3 months of persistent attempts to receive recompense. They typically ignored our communiques, and often failed to document complaints accurately. They are experts at circumventing discontent, disregarding the facts and claim that they had incomplete information of the grievance as I had reported. As one example, I informed several agents that my cellphone number had changed which they had never updated. As longstanding clients, we had expected to be given the benefit of the doubt without having to prove every single detailed comment and conversation of the ongoing dispute. We had been clients of Storm Internet Services for over 15 years, but we decided to move on due to this issue. We choose BELL Canada, since they offered an affordable and faster internet service at $50/monthly for a speed of 25 mbps without a contract. In comparison, Storm was charging $126/monthly for only 10 mbps of download speed and with a 2 year contract! We notified “Storm” that we wanted out of our service agreement, which would soon expire anyway. They took over 3 months to officially cancel their services. In fact, they kept on charging us during that period, even though we had informed them to collect their equipment and cancel our contract months before! “Storm’s” last billing invoice was for $439.42 in arrears for internet services, we did not even use or require. This was after we voiced a reasonable complaint that their equipment clearly failed to protect our router and scanner, causing substantial damages! In my view they have no professional integrity or sense of customer support loyalty and ignore ethical business practices! Furthermore, they have threatened to submit a complaint to the credit reporting bureaus, for an “unwarranted debt”. “Storm Internet” is certainly well named as they always go out of service during a storm and practice “stormy interactions” with their clients! I have seen this on numerous online review websites – verify this for yourself! In conclusion, all that we had requested was to be released from a contract with about only 4 more months remaining, due to unsatisfactory service. “Storm” would not guarantee the safety of our installed equipment, dependent on their “failed” power surge protection hardware. Our equipment damage and replacement costs, far superseded their right to hold us hostage to overpriced and untrustworthy internet services. We also feel that we are entitled to an apology for their very unprofessional conduct and overall disrespectful customer service. Finally, the admission that any claimed debt with them owed from us, should be rescinded. Actually, we expect a payment credit of $598.82 refunded to our banking account in lieu of said losses.

I switched to Xplornet because they promised better speeds (ended up being terrible) and services but I ended up going back with Storm because their customer service is second to none and also they set me up with a better tower to finally get great speeds. Highly recommend.

We have a 70 ft tower installed and it has gone through many storms with brief internet losses. Customer Service always ready to answer any questions and fast. After many years with other services, I think Storm is the best. We recently went with VOIP for our home phone,,, cancelled Bell and again, fast and reliable service and saved $.

On two occasions I required extensive repairs to my tower. Both times I received very poor customer service. The sub-contractor who does the installation did not fix it on the scheduled date nor did he call to reschedule. When I contacted Storm they were not responsive, in fact almost two weeks later they still have not responded to my request for a phone call or email. I was given the name and number of the sub-contractor presumably to solve the problem myself. For a company that claims superior customer service I question their ability to provide.

What internet company calls to offer you MORE service for LESS Money? Storm Internet. Thanks for the upgrade!

I have in the past raved about how good the customer service was at Storm. Our internet has been going down every day for almost 2 weeks now. At first we thought it was due to the scheduled maintenance in our area. The day after the maintenance we were still down. We called our neighbor (also a storm customer) and they were fine. Last Saturday I called support and left a message. I received a response on Sunday saying they'd put a ticket in and somebody would be out to troubleshoot They blamed the issue on the cold. Still no one had come Thursday, Thursday I called in the morning and left a message about waiting for a tech. Thursday afternoon I received a call and he did a covid screening. Yeah yeah all good. Thought great probably tomorrow. Friday morning I left a note online. No response so Friday aft I called and left a message asking if a tech was coming. I received a support call later Friday aft. And she said that I just called the day before and techs have 1 - 4 business days to respond we would see someone on Monday. I corrected her that I had called the previous Saturday. She had a look at the logs and then she told me that a change was tried from the office which didn't work so a tech will replace hardware on Monday. That means I have lost untold work time and since we stream out entertainment we will have been without any TV for two weeks. I really feel neglected by Storm who I had great faith in. I would have given them 1 star but their past performance lifted them up.

Storm has possibly the best customer service I have ever encountered. Unlike some of the big telecoms, they have not outsourced customer service overseas -- it's local, in the Ottawa area. They are early to reach and invariably friendly, knowledgable and always solve my issues promptly.

After countless calls and site visits this internet is often unusable despite paying an arm and a leg for the fastest speeds available. I can't wait for real internet to come to my area so I can cut my losses with this company. The only reason for the second star is the staff is friendly and customer service does attempt to help. Yes we do have an outrageously tall tower in pain sight of the tower and even bought an expensive new router in attempts to resolve the issue.