EBOX, for over 25 years, a provider with a solid reputation!

It's off to a bad start... I took out an eBox subscription this morning and I just received the contract by email. They wrote the contract for another person who has the same name as me, but who lives in a completely different city! (?!?)

I was an ebox customer for years, the internet was decent aside from the fact I’d get half the speeds I was paying for once in a while, but the big problem started when I was moving and wanted to do a simple address change.

I was on a dsl account and wanted to change to a fibre account as it was quicker and cheaper. I had to open a whole new account which took over an hour. Then they mailed my new router to the new address that I wasn’t living in yet. I had to chase them down to send me the router to the current account address. Then they turned off the internet at my current address a month early! I requested the dsl account to end june 15. They turned it off may 10. Not even the right day let alone month. I called them back and spent 2 hours on the phone with them most of the time being on hold. They said they would have to send a technician to reinstall the internet at the current address which will be in 7 days so I would have 7 days no internet. I never got a confirmation email for this so I called back a few days later. Spent another hour on hold for them to tell me that they couldn’t send a technician because my old address doesn’t accept the fibre technology and they had turned off the dsl account. So I would have to create a whole new account to get it for only a month before I change addresses. I told them to forget it and to just cancel my accounts. I then spent more time on hold for her to come back and say there was a problem with the system and they couldn’t cancel my accounts. I have to laugh at this point at the problems and incompetence. I still have no confirmation that my accounts are even canceled. Stay far away from this joke of a company. Never have I experienced so many problems over just wanting to change my address.

I changed to Ebox following the acquisition of B2B2C, with whom I was for 8 years. I have never had to call them with any problems, and their customer service has always been impeccable. I've been with Ebox for a week, and I've had to call them twice already, with no resolution to the problem. Customer service is poor; very disturbing background noise which prevents the communication from being fully understood. The person who served me did not speak French well. If the ambient noise had been less severe, we would have understood each other better. After many minutes of treading water through solutions, I asked to speak to a supervisor. The communication was interrupted, which meant that I spent 1 hour on the phone with a connection to my online games still failing for a week. Really, a big disappointment...