“You must have imagined it.”

That’s the message DSL providers are sending to customers complaining that their internet speed was much higher before they renewed their longstanding service contracts.

Yesterday, we complained about Verizon DSL, today, Bell Sypmatico, the consumer-side internet service provider division of Bell Canada.

To hear Ryan tell it, perhaps they should consider renaming themselves Bell Serpico…

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Ryan writes:

“Hi there Mr. Consumerist!

I was peepin’ your site today and an article on DSL jogged my memory and sent me into Hulk mode…

I have been a Bell Sympatico high speed DSL subscriber for 4 years now and when my renewal came up this February, I did the usual, called the retention line to renegotiate an additional 1 year term. Went through all the hoops, finally agreeing on $25/month x 6 months and $35/month x 6 months for 5 megabit service. Great! same as last year, “just click on the contract link we send to your email and it’s all good”… Ah, not so much.

For the first month I did recieve the 5 megabit service, at the agreed upon price, even have the bill to prove it. Then I noticed my speed had dropped considerably, and did some test to check it out. Then I got my next bill… Flippin’ 3 megabit downgrade, and $35/month x6 and $45/month x6 for an inferior service. That is the regular price, nevermind my 4 years of loyalty or the speed downgrade. Fuck.

I called customer service 3 times and got the same response everytime- ” We don’t offer that package”, “The emailed contract stated otherwise” They were right, the contract sent to me was NOT what I negotiated, but had clicked through like I had for the last 3 years without incident. They scammed me, even matching my speed and price to the agreed upon terms for the first month. When I queried them on why I had the “Ultra” 5 meg service and correct price for the first month, they said they were unsure. I asked them to pull the recordings, they said that there were none. I said that is BS, you must record retention contracts, I am in telecommunications for a living and know better. They said there was nothing they could (or wanted) to do. I would have to pay $100 to even cancel my contract.

Retention by scamming. This is the times we live in. I’m sure Ma Bell isn’t eating KD tonight, so why you gotta scam a hard working Joe? Please help.

Ryan S.”

Editors note: Many, many donkeys were harmed in the photoshopping of the donkey.

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