Complaints

This profile includes complaints for Allstream's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allstream

  5160 Orbitor Dr Mississauga, ON L4W 5H2

• 

  Allstream

  1600 - 200 Wellington St W Toronto, ON M5V 3C7

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:20/08/2024

  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.

  *** ****** ******** ******
  Re: Allstream/**** Communications Inc.
  
  Date: August 19, 2024
  
  SUMMARY of complaint:
  It recently came to our attention that Allstream/**** Inc./Services has been debiting our bank account monthly, without interruption, for the last 12+ years without authorization. The amount debited from our account now totals over $3,000.00. Neither I *** ** **** has any recollection of any agreement with Allstream/**** nor of ** explicitly pre-authorizing any debits with Allstream/****. We have no idea of what services have supposedly been provided, nor have we ever received any communications (online or paper) from Allstream/****. Further, we have not lived at nor owned the property since 2015 *** ********* *** *****, ********) nor have we ever run a business at which the business services have been supposedly provided. Communications with Allstream/**** to clarify these matters have been frustrating and ineffectual. In our communications, we requested an immediate refund of the total amount deducted from our account. Their response has been to not answer our questions, to cancel our ‘supposed’ account, and an offer to credit the May charge of $206.23. Crediting our account for the amount of $206.23 does not come close to the amount Allstream/**** appears to have debited from our account ******** **********
  
  Thank you very much for your attention to this matter.

  Business Response

  Date: 25/09/2024

  A member of our Customer Care Team will reach out to the customer.

  Customer Answer

  Date: 04/10/2024

  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  

  ****** *** ***** *** OFFERED SETTLEMENT RECEIVED TODAY FROM ALLSTREAM *** *** ******** ** **. PLEASE NOTE THAT WE HAVE YET TO RECEIVE THE SETTLEMENT REFUND.

  
  

• Initial Complaint

  Date:09/05/2024

  Type:Order 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.

  I have had this phone number for about 25 years. Signed first will ****** ****** and they sold me to Allstream. Through the years theprice had changed, but in the last year or two, without any change in the service, the price has increased from about Ca$85, to Ca$200. Repeat: No changes on service and not long distance. On Dec 2021 paid $88.79. By July 2023 was $133,54. By Sep 2023 was $151.87, On March 2024 was $185.77. April 2034's $200.07. I was told they don't have a cheaper plan and will only keep increasing. That I could do whatever I wanted because the number is mine, But I was told by other provider that I can't switch because this is a Business number. *** *** * *** *** ** *** ****** ******* ********

  Business Response

  Date: 21/06/2024

  Allstream provided the required thirty day written notice
  of the price increases on the August 2023 and February 2024 invoices.
  Therefore, we believe the increases to be valid and in accordance with our
  agreement.  The number is question is a
  Resale Business Line that is owned by **** ******.  As a result, Allstream is unable to participate
  in the porting process.  The customer
  should contact their new provider and ask them to work with **** ****** to
  resolve the porting issues.

  Customer Answer

  Date: 21/06/2024

  I am rejecting this response because they are sending the problem to another place. They have control over the issue an increases were unreasonable. I want them to clear any debt on my account..:
  
  
  

  Business Response

  Date: 11/07/2024

  Allstream agrees to clear the existing customer's debt.

  Customer Answer

  Date: 18/07/2024

  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  

  Customer Answer

  Date: 21/08/2024

  I filled a complaint at your organization and was assigned a number #********. The company, Allstrem, agreed to clear my debt. But after accepting it. They have sent me two invoices, claiming for money.

  Business Response

  Date: 23/08/2024

  Allstream has already removed any customer debt.  The number is question is a Resale Business Line that is owned by **** ******.  As a result, Allstream is unable to participate in the porting process.  The customer should contact their new provider and ask them to work with **** ****** to resolve the porting issues.

  Customer Answer

  Date: 05/09/2024

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:22/02/2024

  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.

  We are former clients of Allstream
  Our Allstream account number is: ********* We used to pay Allstream Inc for our 1-800 toll-free number but their prices leaped and so we dropped the 1-800 number.
  Now they are charging $3.89 each to re-direct anyone who calls the number.
  They have been doing so without our knowledge and without our approval.
  What they are doing is essentially a secretive money grab **** ***** *** ****** **** * **** ** ** **** ** **** ** ** * **** ** ********** ***** **** ** ********** *** **********.
  We demand that Allstream cease and desist what it is doing.
  ** **** **** ** ******* ** **** ****** * *** **** ********** **** ********* *****

  Customer Answer

  Date: 05/03/2024

  Our complaint stemmed from our inability to reach anybody at Allstream who could provide us with a clear explanation of our concern.
  
  We did finally reach someone who was able to provide us with the information we needed to better understand what happened. We are not happy with what happened, but it is out of Allstream's hands now; there is nothing they can do to correct the situation. ** ***** ********* **** ** ******** *** **********
  We apologize for the inconvenience we have caused to both you and to AllStream.
  

• Initial Complaint

  Date:31/08/2023

  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.

  Hi there, ********* ** **** ** *** *** ***** ********
  
  We engaged Allstream and signed a contract to install dedicated symmetrical fibre optic internet service, 100MB up and 100MB down on a three year term.
  
  After completion their installer tested the speed and was only getting 91MB up and 94MB Down. We have been testing daily since then and we never get nimrod than that. At over $500 a month we followed up asking why we are not getting the speed we paid for.
  
  We were given a reason of 10% loss due to network overhead. We responded with numbers and data showing that to be completely ridiculous and false (happy to share with you); we have been ignore since then, that was April of this year. Never have we ever (or myself personally in all my years) had an internet service that gave such a reason for not delivering the speed sold. It is even more egregious given this is supposed to be dedicated symmetrical fibre optic service. We have never registered more than 91 & 94, let alone getting the full 100 we are paying for.
  
  Nowhere in our contract does it talk about up to 10% loss due to network overhgead. I am not sure what to do from here as we are being ignored and are locked into a three year contract. * **** ******** ** *** **** *******  
  In addition, they failed to tell us that while we were engaging them they were being merged into their mother company, ****. We never got a welcome package, access to our customer profile, we just started getting bills from a company we had never heard of.
  
  When our sales rep reached out to sell us more stuff, she had no idea about any of this and despite her lovely gift of gab, has been unable to affect any change. She tells me to call tech support, tech support says to call customer service, customer service says I have to deal with the sales rep.
  
  We just want the 100MB up & down service we contracted for. At over $500 a month, losing 14 MB a month, that is at least $1000 on the year that we are losing.

  Business Response

  Date: 25/09/2023

  I hope this message finds you well. I wanted to provide you
  with an update. Currently, our Network Architecture Management team is
  diligently reviewing the situation. While it is still in the early stages of
  evaluation, please be assured that we are actively working to address your
  concerns. While I am unable to provide concrete details at this time, I want to
  convey our commitment to finding a resolution that meets your satisfaction. We
  understand the importance of your issue and will do our utmost to ensure it is
  resolved. Rest assured, as soon as we have more information or a comprehensive
  update to share, we will communicate it promptly with you.
  
  Thank you for your patience and understanding as we work
  through this matter. If you have any questions or require further assistance in
  the meantime, please let me know. We greatly appreciate your business and value
  your feedback.

  Customer Answer

  Date: 25/09/2023

  I am rejecting this response because we have been getting the same answer since April. We are just being ignored because they have no answer *** **** ***** **** ** ***** **** *** ******** ** ***** ******** **********
  
  
  

  Business Response

  Date: 11/10/2023

  The issue you're facing is not a result of any error on our
  part. It's a limitation imposed imposed by the  last mile provider
  for your internet connection. In order to achieve the desired full 100Mb speed,
  it may be necessary to consider an access upgrade. To provide you with specific
  information, we have attached a diagram below and an accompanying document that
  offers a detailed explanation of the circuit and bandwidth limitations. Please
  review these materials, and if you're interested in exploring an upgrade, we
  can certainly provide you with a customized quote.

  Customer Answer

  Date: 12/10/2023

  I am rejecting this response because:

  as we have already stated, we have been more than reasonable. We are asking them to fulfil their contract, prorate our monthly rate, or let us part ways. Their only offer has been for us to spend more money in order for us to get what is already promised in our contract. All the excuses about it’s ****’s fault, industry standard says 85-95 is good enough, none of it is noted in our legal contract. We have asked them to point to us to the spot in our contract where it says they don’t have to provide us with a full signal, they cannot do it. We have been in contact with a CCTS, *** **** ** ** **** * ***** and they have accepted our complaint against Allstream. 
  

  Please let me know if you need any further information, take care and have a great day.
  
  
  
  

  Business Response

  Date: 20/10/2023

  We have received a CCTS dispute regarding the internet
  speed and they are currently investigating this. Our position stands on this matter. The issue the customer is facing is not a
  result of any error on our part. It's a limitation imposed by ****, who serves
  as the last mile provider for the internet connection. In order to achieve the
  desired full 100Mb speed, it may be necessary to consider an access upgrade. To
  provide you with specific information, we have attached a diagram and an
  accompanying document that offers a detailed explanation of the circuit and
  bandwidth limitations. Please review these materials, and if the customer is interested
  in exploring an upgrade, we can certainly provide them with a customized quote. I have also attached an email confirming the customer was aware of **** being the last mile provider.

• Initial Complaint

  Date:09/02/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In June, 2022, ********* communicated to Allstream that continued poor internet speed (average of 2 MBPS) and poor phone line service were impacting our business communications and that we would be not renewing our contract dated 12/21/16.
  
  On 10/25/22, I contacted Allstream, They requested that we provide a copy of the contract and an updated authorized user form. I followed up with an email. The email requested Allstream to forward to us a complete CSR report and any other information required to initiate service to a new carrier.
  
  After receiving no response to my request, I followed with another email on 11/15/22 with another request for a CSR report. On 11/18/22, I contacted the customer service department by phone and informed her of the numerous requests for the CSR reports and any other pertinent information to transfer services. I followed up with an email requesting again, the CSR reports. On 12/4/22, again requesting CSR reports.
  
  On 12/7/22, Allstream emailed a copy of the CSR report to ********* which we passed along to our new carrier.
  All of the services should have been transferred on December 21, 2022 and terminated from Allstream. On 12/30/22 we emailed customer care following receipt of an Allstream letter stating we would continued to be charged for lines still connected and equipment. Our email outlined the series of events and again stated we had transferred service on 12/21/22 and we requested Allstream to schedule a time to remove their equipment from our offices; we will not be responsible for removing and possibly damaging Allstream's equipment. Allstream's corporate manager for customer care emailed us on 1/12/23 and said she would cancel our service back to 12/22/22. We received 1/06/23 bill reflecting early termination of services. On February 6, 2023, we received a new bill for connections we had terminated on 12/22/22.
  Local Allstream customer service is ignoring request to cancel new billing. Corporate will not return calls.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our office uses Allsteam / **** for our Fiber internet provider. We pay over $500 a month for our fiber service. According to their website they promise that: 1. downtime issues are solved on average in 4 hours 2. Fiber internet has an average of .4% downtime.
  
  Our office has lost internet four times over the last 12 months and each time, we loose internet for 24 to 72 hours. We are not told why the internet is down until hours later at which time we are told that a construction site has damage our internet cable and that it cannot be fixed until after 7pm.
  
  Our business continues to loose *** ******* ** ********** ***** **** **** the loss of internet and phones. Allstream does nothing to resolve this issue and does ******* ********** *** 
  The provider continues to break their contract. *** ******** ****** ********* ** ******* ***** *** ** ***** ********* 
  ****** ***** **** ****** ** ** *************************** ** ** * ******* **** *** ******* *** ******** ************.