Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live on ******** ****** There is a crew from Thunder Bay telephone, cutting all the trees in my front yard. They never notified me that this was going to take place or ask my permission.
  I tried to contact someone responsible at Tbaytel, but that is near impossible.
  I want my trees back.

  Business Response

  Date: 03/04/2024

  March 29,
  2024
  On March
  15, 2024, Tbaytel received an email from the Better Business Bureau (BBB)
  regarding customer complaint ID ********** In the complaint the complainant,
  Mr. Richard ******* states that a crew from Tbaytel were “cutting all the trees
  in my front yard”, and that “They never notified me that this was going to take
  place or ask my permission”. I have reviewed the customer’s complaint and
  provide the following reasons:
  Tbaytel
  continues to transition its network from legacy copper wire infrastructure to a
  new and superior fibre optic network to be able to provide customers with the
  state-of-the art services such as fibre internet at speeds required to meet
  current and future demand and growth. This transition requires physically replacing
  the copper wire infrastructure with fibre optic cable throughout our serving territory.
  As part of
  the process to install the new fibre optic cable in rural areas, tree trimming,
  or removal is required, and trees are identified as either requiring removal or
  trimming. Often, the branches that need to be removed are part of a tree on private
  property but reach out over road allowance. To properly trim these branches,
  they must be cut back to the tree itself.
  Once a
  fibre upgrade project has been planned and engineered and if that work is being
  done in a rural township, the township office is approached and informed of the
  upcoming work and requirements. A list of specific addresses is not provided,
  but roads and drives in the project area are identified. They are told about
  Hydro Ready Work (MRW)), Tbaytel MRW (brushing, anchors, duct installation) and
  to be alert of work crews in the area. In this case the complainant’s property
  is part of Neebing township.
  When it is determined
  that properties within a fibre upgrade project area require tree trimming or
  removal a tender is then sent out and only approved arborist companies are eligible
  to do the trimming and removal work.
  Upon
  evaluation, it was determined that the lower branches, to 8m height, at Mr. ********
  property at **** ******** ***** required trimming. The first step in doing this
  trimming is to assess if the branches or trees are within road allowance. In
  Neebing township, the road allowance is 10m from the road center line. Once it
  is determined that the trees in question are within the road allowance, Tbaytel
  tree trimming flags are hung from the branches. This is done to notify the
  homeowner that work will be required on or near their property. If they have
  any questions or concerns, they can call into Tabytel and discussions on the
  planned work will be held. The time between identifying and hanging flags will
  range between 2 – 3 weeks.
  After
  receiving Mr. ******** complaint Tbaytel staff returned to the property at **** ******** ***** to review and assess the work that was done. The inspection
  confirmed that the trees in question were within the 10m road allowance, and
  the branches were trimmed to the requested 8 m height on the road side of the trees.
  At this time Tbaytel staff did notice that there are branches cut higher than
  8m, done by the contractor working in behalf of Hydro One.
  Finally, I
  spoke with staff from Tbaytel’s contact centre and there is no record of Mr. ******
  contacting Tbaytel from either his home phone or cellphone at anytime from January
  1, 2024, to the date of his complaint.
  Respectfully,
  Stephen
  *******
  
  
  
  

  
  

• Initial Complaint

  Date:27/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cell service is totally *****  and when you call people tell you it is being worked on. Over 2 months of text messages not go and dropped calls over and over. Tbaytel should have to answer for this either by a credit on customers bill or the bill should be way way lower for be having proper service

  Business Response

  Date: 21/07/2023

  **** *** ********
  
  I received your correspondence regarding a complaint
  submitted to the Better Business Bureau by a Tbaytel customer regarding issues
  with his wireless service in the Devlin area for the past two months (complaint ** ********). In order to investigate the matter further, I consulted with
  Tbaytel’s Wireless Engineering department and was advised that there have been
  no known issues with wireless network performance in the Devlin area nor has
  any scheduled maintenance taken place that would impact his service.
  
  With respect to the customer’s statement in his complaint that
  “when you call people tell you it is being worked on” I am unaware of the
  details to which he is referring as it does not appear that he has contacted
  Tbaytel to have our Technical Support team troubleshoot his issues for him. For
  additional context, I reviewed the customer’s account logs corresponding with
  the phone number he provided in his complaint. Tbaytel has no record of the
  customer contacting us regarding issues with his cellular service since July of
  2022. At that time, Tbaytel’s Technical Support team assisted the customer and
  determined that his wireless device was ‘flapping’ between the HSPA and LTE
  networks. The settings were changed such that his service should have improved;
  however, the Technical Support representative with whom the customer spoke also
  advised that he should call back to follow up with Technical Support about the
  improvements made at a later date. Again, Tbaytel has no record of the customer
  contacting Tbaytel to advise that he has been experiencing issues since then
  and no record of any calls within the last two months.
  
  Wireless network connectivity can be impacted by a variety
  of factors, including physical obstacles or topography, proximity to a cell
  site in a network, signal interference and network capacity, among other causes.
  Connectivity issues can also be related to a user’s own device compatibility or
  settings. It is for these reasons that service levels are not guaranteed as
  Tbaytel is not liable for interruptions, delays or errors and defects in
  transmission, as is stated in the Terms of Service of the customer’s wireless
  contract with Tbaytel.
  
  Tbaytel is committed to providing a positive experience to each
  of our customers. We have wireless network coverage expansion planned for the Devlin
  area in 2024; however, at this time, if the customer is still experiencing issues
  with his wireless service it is recommended that he call into our Technical
  Support department at ***** ******** or toll-free at ************** so the
  details of the issues he is experiencing can be properly assessed.
  
  Sincerely,
  
  Laura ******
  Regulatory Analyst
  Tbaytel

• Initial Complaint

  Date:19/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Erinn ******

  Business Response

  Date: 03/02/2023

  On December 19, 2022, Tbaytel received this complaint from the BBB, wherein the customer is alleging that Tbaytel is overcharging.  The customer indicated that it while shopping for a new cell phone that a Tbaytel Sales Rep advised her that her monthly phone bill was higher than it should have been, in light of the fact that the phone had been paid off without any adjustment to her account.  The customer was unable to identify how long the extra charges have been applied.  *** ******** *** ******** **** ******* ***** **** *** *** *****

  The complaint has been reviewed the complaint and as well as the customer's account and there was no indication that this customer has spoken with anyone in Customer Care, the applicable Tbaytel complaint process.

  When investigating the account, the customer completed a plan change from the 'Unlimited Canada 6GB' ($**) to the 'Super BYOD 6GB' ($**) as requested by an order placed at ***** ******* ********** ******** * ***** ********* ***** ******* back on September 14, 2022. Since that date, no one from Customer Care has touched her account. In addition, there are no calls from this customer to Tbaytel in which they spoke with a Service Advisor, Technical Support or the Tbaytel Store between September 1, 2022 - January 25, 2023. 

   

  The lacking of contact by the customer with Tbaytel, makes it difficult to respond to the complaint. It is necessary for customers to follow the prescribed steps of Tbaytel’s Complaint Process and contact Tbaytel’s Customer Care Team at 807-623-4400 or 1-800-264-9501.

   

  Yours truly,

  Robert *******

  Regulatory Analyst

  ********

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am Tbaytel prepaid mobile user with 20GB data (per year) addon. I am complaining about over data usage charge.
  Once the data is out, it has no warning or alert at all and then it will start charge from your balance until the balance is 0.
  It is not happened to me the first time. First time I found my balance was 0 and phone stopped working, I called them and they refunded me immediately.
  This time *** happened this July, and I called them several times , they insisted it is my responsibility, I just ordered 20GB addon, I didn't ask any extended data service , *** *** **** ***** ** ***** **** **** 

  Business Response

  Date: 03/10/2022

  October
  3, 2022
  
  BBB of
  Manitoba and Northwest Ontario
  Subject:  Respond to Complaint – Customer Complaint #
  ********
  
  ** ********* ** ***** ******* ******** *** ********* ********* **** *** ****
  
  ** ** ******* ******* ****** **** **** **** **** **** ***** ******  * ** *********** ***** **** **** ***** *******  **** *** **** ** **** ** *** ** ******* ** ***** ** *** *** **** ** **** ****** **** **** ******* ***** *** ******* ** **  ** ** *** ******** ** ** *** ***** ***** ***** **** * ***** ** ******* *** * *** ***** ******* ********  * ****** **** *** **** ******** ** ************  **** **** *** ******** **** **** *** * ****** **** ******* ****** **** ******** ** ** ** *************** * **** ******* **** ****** * ****** *** *** ******** **** ******** *** *** ***** ** ***** **** *****
  ******* ********** *           ******* ******* *** ****** ****** ******** **** ****** *** **** *****
  
  The
  customer, as has been noted, has prepaid service.  Our prepaid service platform is a
  self-service platform, whereby customers add their own usage buckets, change
  plans, add funds, etc.  Usage can be
  monitored online (the customer has access to this as seen by the usage records
  the customer provided with the complaint). Data alerts are only provided to our
  post-paid customers. (i.e. “you have reached 75% or 100% of your data plan”)
  
  The
  customer referenced an incident from October 2021, wherein the customer noted
  receipt of a refund.  At this time the
  customer called in and indicated that run out of data, but continued to use device
  and data with nothing in data bucket (customer should have added a 20GB data
  bucket) and so consumed the balance in account. 
  Tbaytel, as a one-time goodwill gesture credited the customer for the
  data used and charged for the 20GB. 
  The
  same thing happened again in July of this year and the customer again wanting
  the same treatment, - a refund.
  
  Highlights
  of Tbaytel’s review:
  Prepaid customers have a self-serve platform and they are responsible for own data buckets and monitoring;
  Data alerts are available only for post-paid customers, i.e. not applicable for prepaids;
  It has been explained to the customer, both in October 2021, and again in July of this year, how the system works on buckets.
  
  Based
  on our review of this complaint and having regard for our findings, our action
  not to refund in this case was the correct one.
  
  Yours
  truly
  Tbaytel