Reviews

Review Details

• Review fromMichael R

  Date: 09/11/2025

  Been with them for 5 years but in last year customer service is horrible infact one of there techs recommended using bell witch is funny because bell was there reason for service disruption

• Review fromGeri S

  Date: 30/10/2025

  I've been using start.ca for the past 5 years with no issues until the past 3 months. I've called multiple times to cancel my service with them and im still receiving bills, the representatives tell me they have noted my cancelation but cannot help me further and that they will call me back; they dont call back.Not to mention wait times on the phone are over an hour. By far the worst customer service I have experienced.

• Review fromAndrew D

  Date: 22/10/2025

  ******* customer service! I've had my business internet with them for years and this morning it wasn't running well. Currently 2 hours on hold and nothing. At least the time on hold gives me the opportunity to look for another service provider. Very dissapointed.

• Review fromRobin-Leigh S

  Date: 21/10/2025

  Start used to be great, now they just don't care about their customers and lie. I missed a payment, my fault. I received an email stating it needed to be paid by the 22nd or my service would be cut off. I then received a voice message stating they would try to take the funds out of my account again on the 20th, and my service would be cut off on the 21st. The funds were in my account on the 20th. Nothing came out, so the voicemail was a lie. My service was cut off on the 21st. So why did the email have a contradiction on date? I was also told by a customer service *** last year that if a bill is not paid they try again the following month and do a 2 month payment. 3 different answers from 3 different communications. I am so sick of never being able to get through, being left on hold and then being cut off. I am looking for a new provider, this is unacceptable. Over a decade, and this is now the "customer service"
  

  Start.ca

  Date: 22/10/2025

  I completely understand your frustration, and I sincerely apologize for the confusion and inconvenience you've experienced. After being a loyal customer for over a decade, you absolutely deserve clear, consistent communicationand we fell short of that.
  
  You're right to be upset about receiving three different answers. Here's what happened:
  
  The contradictory dates (email vs. voicemail): We are currently in the midst of significant platform changes across our communication systems. During this transition, our email and automated voice systems were not properly synchronized, which led to you receiving conflicting information about when payment was due and when service would be suspended. This is unacceptable, and I apologize for the stress this caused
  .
  The third version from the customer service **** The information you received last year about automatic retry the following month with a 2-month payment option was based on the old version and platforms.
  That is no longer our standard policy.
  
   I'm sorry that misinformation added to your confusion.
  We're working to resolve these platform integration issues, but I recognize that doesn't help your current situation.
  I truly appreciate your patience over the past decade, we are reviewing your situation and will be in touch
  
  

• Review fromAfra L

  Date: 16/10/2025

  After years with Start ca I left and went to ****** and left them after 2month. Went right back to Start. The were always polite and helpful. Generally wait times were good and **************** was ok. But suddenly the **************** was terrible. Signals dropped over and over. Every single day and night ...I saw they no longer had anyone on at night to give phone help. Then the other day my sevice stopped to my pc. Other devices were getting the signal. I tried for 24 hrs to fix it... Finally I phoned. I recognized the voice of the tech from some point over the years. I explained , he asked questions that indicated that ge didnt listen to what I said. I asked if there was something i could do that generally gets it all going again and he said "Ive already done more than I have to do.". He did nothing ***. That was the end of the call. He wished me good luck with it. Wow thanks! I tried again one of the steps i had tried unsuccessfully and it worked. All it needed was to choose the reset the adapter option in trouble shooting. He had to have known that...so Im trying to figure out who to change to....they are all money grabbing and not giving much in return throttling etc. : (. I would NOT begin service with them if you are looking around. Their great reviews are no longer valid.

• Review fromJoseph W

  Date: 12/10/2025

  It used to be before Altima / ***** got involved that Id be able to email billinstartcaand make a payment plan and they would just make a note on the account 3 days prior to the payment now I do and it takes them over a month to respond and have tried taking the payment twice which has made my car payment and insurance bounce and incurring $200 now in nsf fees with my service provider and bank August 31st I initially reached out did not get an email back until Sept 14 explaining that no matter what they take the 10th and 20th if payment is declined I explained this isnt how the process has been and I wanted to speak to a regional manager October 10th someone replied it would be escalated still havent heard anything helpful back !!!! Im ready to take my business elsewhere
  

  Start.ca

  Date: 14/10/2025

  I can see why you're frustrated, and your timeline is accurate based on what I'm looking at in your account.
  You're right that the payment plan process has changed since the integration. The previous 3-day process with simple account notes was definitely different from what's happening now.
  
  I understand the NSF fees have created additional financial stress during this process.
  The integration has brought changes to various processes, including billing, which has created some challenges for customers who were familiar with how things worked before when their payments were delayed.

• Review fromLeda L

  Date: 29/09/2025

  Ever since the merger with *****, the service has been absolutely horrible! I started with START over 6 years ago and stayed with them because of their amazing customer service. Every year they would earn 5 stars without hesitation. Today, I will be cancelling as soon as possible as I cannot wait on the phone for over an hour for help. I tried using my data to get onto my portal to simply pay a bill but I cannot get into the new portal to do it! Unbelievable.
  

  Start.ca

  Date: 02/10/2025

  Hello
  We understand your frustration, and are truly sorry you're experiencing these challenges. As a 6-year loyal customer, we don't want anyone waiting over an hour for help or have them struggle to access your portal to pay a bill.
  Your feedback about our service standards is important to us. We know that the amazing customer service you experienced for years is what made START special, and we're committed to getting back to that level of excellence.
  We are aware that some recent changes have created challenges for our customers, and we're actively working through these transitions to restore the seamless experience you've come to expect from us. Your loyalty over the past 6 years means everything to us, and we don't want to lose that.
  We value customers like you who have been with us through the years, and we're determined to earn back that 5-star experience you used to count on.
  
  

• Review fromTodd W

  Date: 26/09/2025

  I've been with start.ca since around 2017, they were a great company back then and up until ***** bought them, since the ***** investment service has been horrible, multiple times a day am I having to restart my modem for it to work a total of 1 hour before having to do it again. Im told this is normal... the phone service is horrible and the website isn't any better, you can call or start an online chat at 8am and not speak to a person at all and they will terminate the call or close the chat window at 9pm promptly. As I write this ive been on hold for 5 hours and I've had a chat open since 8am, now its nearing 9pm o i know I will not speak to someone today, making this the 3rd day. The worst part is the phone service tell you to goto the website for troubleshooting tips... but I have no internet how am I suppose to do that? Goto the library like I am writing this to troubleshoot an appliance at home? Do better start, and this overseas answering service you are trying out, don't. Hire more canadians to work and answer phone calls.

• Review fromapril c

  Date: 20/09/2025

  Been with start for 4 years. The support is hours of waiting, they only have like 2 support employees. The service is abysmal, we have been without internet since 3 pm yesterday, was on hold until almost 9 pm. Had to call back today, still no answers, no internet, no solution and STILL on hold. -100/10 Run, FAR, FAST and anywhere but start. will be canceling for literally ANYTHING else!
  

  Start.ca

  Date: 21/09/2025

  Hello Aprul
  I sincerely understand your frustration -
  
  Being without internet for over 24 hours bs incredibly stressful, especially after 4 years of loyalty with us.
  
  Regarding Our Support Team: I want to clarify that Start.ca has significantly more than 2 support employees. We have a full customer service team, though I recognize that at some points the wait time is bad and doesn't reflect the level of service you should expect.
  
  

• Review fromRegg S

  Date: 18/09/2025

  Do not use this service at all. We had been using them for 4 years with exceptional customer service and internet. However, since they merged they are horrible. The internet drops a dozen times a day and you cannot get in contact with support. Furthermore, we are trying to cancel and cannot reach anyone.
  

  Start.ca

  Date: 19/09/2025

  Hello
  We understand your frustration with the service experience you had, and appreciate you sharing your feedback with us.
  After 4 years with Start.ca, you clearly knew what reliable service looked like, and we can see why the recent experience didn't meet those expectations you had come to rely on.
  We can confirm that your cancellation has been processed successfully. We're disappointed to lose a long-term customer, and  respect your decision given the challenges you experienced.
  Thank you for the 4 years you were with us, and for taking the time to provide this feedback. Customer input helps us as we continue working to improve our service delivery.
  We wish you success with your new service provider.