Allstream Reviews (%countItem)
Allstream Rating
Address: 5160 Orbitor Dr, Mississauga, Ontario, Canada, L4W 5H2
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But not really.
Allstream kept our old number running and charges $3.89 to anyone who calls the number and is re-directed.
Allstream did this without our knowledge and without our approval.
And the way they operate their scam, it looks/sounds like our company is charging a fee when in fact it is Allstream that charges the fee, which they have been doing for several years without our knowledge.
And they have done so for years, meaning that they are not even re-directing people to the correct new phone number.
Allstream told us that all we have to do to get Allstream to stop this practice is to from to reactivate our account and again pay their very high fees to have a toll-free number we do not want or need.
In other words, Allstream told us that they will only stop what they are doing if we pay them to stop.
That is extortion.
Extortion is a crime in any jurisdiction.
We have filed a complaint with the Better Business Bureau and we are filing a complaint with the Royal Canadian Mounted Police (Canada's equivalent of the FBI).
Stay away from Allstream Inc.
I see so many complaints about them online that I am surprised they have not changed their name, again.
This is *** (employee) and *** (Owner) at ***
My Email address is: ***@***.com
Our address is: *** S *** Rd, Salt Lake City, UT XXXXX
We have been opted-in to an auto-renewal contract with Allstream that was formerly a company by the name of ***, we have been with a long time but after a series of failed services over the last 6-months, and high prices, we would like to end our services with them and are being told we cannot.
INFORMATION:
After re-occurring issues with our WiFi and phone service, I looked into getting into contact ***, the provider we had our services with. After looking further and further into it, we realized *** had been acquired by a company under the name 'Allstream'. Once I was finally put into contact with two representatives that go back and forth (***@allstream.com and ***@allstream.com) I asked about the company, the acquisition,and the issues we've been having. These are listed below:
- I asked if someone could come and look at our phones as the lines would drop and we had no caller ID, and they said that was not an option because of COVID 19; which I understood given the circumstances.
- I asked if we could discuss upgrading our WiFi for the time being, and I was told 100mb is an additional $60/month. We don't even have functioning 15mb WiFi now that we are paying $291/mo. for that does not have an upload or download speed beyond 5mb.(I have a screen shot of our current WiFi speed)
- I asked about accessing our bill: the Representative gave me the link to a portal, which did not work when and the costumer service rep said their website had been 'having issues with bugs'. Also our company did not have a username or a password. I attempted to go to the portal and login yesterday and was prompted with an 'error' message. (I have a screen shot).
- I was asked if they could possibly provide an updated router, as most companies provide updated hardware over time; I was told no.
- I asked if they were doing any relief programs for people dealing with the business repercussions of COVID 19 to cancel with Allstream, I was told; no.
- I asked what my options were to discontinue the services they were providing and I was told "Our contract was auto-renewed in April 2020" and that it "required a 30-day notice". Otherwise, I had the option to pay the remaining year of $291 x eight-months (until August 2021 up-front and then they would we willing to end the 'contract' and disconnect our service? This makes no sense, because no one at this company or myself has ever signed any auto-renewal contract with Allstream.
Whenever I have inquired about our issues, charges, or services , I have to open a case file with a different department. I have been given the following phone numbers and have either been told it was again the wrong department, or hung up on: (XXX)XXX-XXXX, (XXX)XXX-XXXX, and (XXX)XXX-XXX, and (XXX)XXX-XXXX.
We were not adequately made aware of the auto-renew until after Allstream took it upon themselves to auto-renew for an entire year. I was told that if I terminated the 'contract', I would be billed for a whole year of service, ***
We have requested that any services Allstream is providing to end on 8/10/2020 (Note that this is over 30 days' notice). I will only pay for services rendered prior to and on the date of 8/10/2020.
We will pay 0% of the ETF as I am not terminating early, since we did not agree to the one-year renewal.
They have our billing information and we would like help on what to do!
As a small business, spending nearly $300/mo for internet and phones is a huge expense during these times and we are stuck in a *** by Allstream.
We are requesting that any services Allstream is providing to end on 8/10/2020 (Note that this is over 30 days' notice). We will only pay for services rendered prior to and on the date of 8/10/2020. We will pay 0% of the ETF as I am not terminating early, since we did not agree to the one-year renewal. We would like services and billing to stop on that date.
Allstream (fka ***) has researched the complaint, in which the customer disputes that the contract was auto-renewed. Allstream's auto-renew and early termination fee (ETF) provisions appear clearly in our customer agreement, and both are standard terms in commercial contracts. When the customer called to review their services Allstream advised what services they had, that there were no open trouble tickets, and that they are still in term. When the customer mentioned COVID-19 Allstream advised that we have options available for COVID-impacted customers who want to continue their service, but the customer stated they just wanted to disconnect. The customer has also argued that Allstream and *** are not the same company, and therefore the contract is not valid. However, the company changed its name only, and is still the same provider that signed the contract. Therefore, the ETFs have been properly applied.
While settling my late fathers estate, it was brought to our attention that a payment was being debited from his account monthly at the sum of $81.36. This was for a service purchased in 2009 for dial-up internet. The service increased from 2009 from $31.45 to todays date of $81.36. I called the company and was told theywould have management call me since we have never received a paper statement or account summary. The customer service rep said this was a rare case however could not tell me anything over the phone. We haven't had dial up internet since 2011. There was never a call to their customer in regards to following up on the service or about the increase.
I am seeking a refund from the increase begin date onward.
Allstream continued to provide the customer the service in good faith. Please allow me to give this example: If a *** cable customer stopped using their cable service in 2005 but failed to advise *** and continued to pay them every month. How is *** supposed to know that the service should have been cancelled? The same applies in this situation. How was Allstream supposed to know that the customer was no longer using the service? As a goodwill, we made a one time offer to resolve the matter, however that offer is no longer on the table as the customer did not accept it and is pursuing the matter further. We believe that this complaint has no grounds and is irrational. There is no company in this world that would refund 18 years of monthly service that was offered and paid by the customer, when the service was offered in good faith and absolutely no cancellation request was made.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I was never looking for an 18 year refund. I said up to 5 years to the person I spoke to on the phone. I have stated many times both *** and Allstream were at fault for this mess up. I did tell the person who offered me a 1 year refund that I needed sometime to get back to him. A week to be exact because I had to talk to all parties involved in settling ***s estate. Today March 11th is exactly a week from when I spoke to ***(sp)
I actually called him before even receiving this email and I hope in good faith as you stated many times above. Allstream does the right thing and commits to the offer they gave us. I want things done properly considering if they had the first time we wouldn't be in this mess. The fact the company can't issue a contact that *** signed to start the service also makes me question if *** in fact cancelled it and it just never went through. The only proof we have is the payment with drawls every month so it is a "he said,she said" situation sadly one party involved is deceased so they can't defend there side. Believe me I wish he was so I could.
Again I hope that Allstream sees that they are some what at fault for this mess. Considering the customer was never contacted about their service for 20 years and how they felt about it.
Do the right thing and commit to the offer that was already made.
Recieving calls indicating unauthorized activity on my account. Phone number traces to Allstream, Edmonton Ab. I do mot have any account with this company. I will mot follow instructions as provided by calmer due to the high number of phone frauds. What ils my next step?
This company continually calls me, doesn't leave a message or contact number and isn't even in my end of the province.
Allstream permitted toll fraud charges for over 74000 long distance minutes on my account before I ever found out about the toll fraud. The first I knew about the problem was when I received my monthly statement for over $1300.00. I immediately call Allstream Customer Support to ask about the VERY large bill I received, thinking there had been a mistake. I have been an Allstream (use to be ***) customer for at least 7 years. Allstream provides my phone service, and host my website and email services. My average bill for each month during the past 7+ years, has been around $450.00. So, when I received a bill for over $1300, and knowing my company has not changed anything, suspected some type of billing error. When I contacted Allstream Customer Support on 5/8/18, they told they would need to look into the issue and get back to me. Later that day I received an email informing me there was no mistake, but it looked like I might be experiencing toll fraud on my phone lines. They asked me if I had access to my account, and when I told them "no", they provided me instructions how to login to my account to see the calling detail. When I saw the calls, I immediately realized my company phone lines were illegally being used to make outbound calls, by somehow getting onto my phone system, without ringing the phone, and then making outbound long distance calls, without my knowledge or consent. I IMMEDIATELY shut down my phone system to prevent any further toll fraud calls.
Then over the next hour, I replaced our I.T. based phone system, with our old digital phone system. Then to ensure I had the problem resolved, I re-programmed the phone system to not permit ANY outbound calls of any type. I then again called Allstream Customer Support to ask if they would remove the toll fraud charges from my bill. Again I was told someone would get back to me in a few days. Within just a few days I received an email explaining Allstream would NOT remove the toll fraud charges and attached a document stating "all toll fraud charges are the responsibility of the customer and no adjustments to the account will be made". I was extremely unhappy with that answer, and after a couple of days stewing over the issue, decided to pay the entire bill of $1307.80, knowing I had the problem resolved. One month later, on about 6/8, I received may May 2018 invoice and almost pass-out, when the bill was for $6,549.11. I immediately logged-in to my Allstream account to see the detail, and found the toll fraud charges had accumulated 74,352 minutes, between 4/30/18, when the April billing period ended and when I received my bill and stopped the toll fraud on 5/8/18. I again called Allstream Customer Service to ask if something could be done about the $7,142.26 toll fraud charges. Again, I was told someone would look into the matter and get back to me in a few days. When I did receive the next email, it was exactly the same email I received the previous month. I then visited my local Allstream agent at his office. After hearing my story, he told me I should have been informed within a day or two after the toll fraud started, because they have monitoring capability to inform Allstream of all abnormal call volume, I should have been informed as soon as it started. He also told me that he knew nothing about the "no adjustment" policy, because he personally knew of several accounts that had all there toll fraud charges removed. He suggested I submit something in writing and gave me some Allstream contacts.
My local agent also suggested I call Allstream Customer Service and ask my account to be marked as "in dispute". I did as suggested, and almost immediately received and email informing me that if I didn't pay my past due amount,they would suspend my services.
I simply would like the toll fraud charges for 4/30/18 - 5/8/18 and all late fees, removed from my account. I have taken responsibility for the first 10583 minutes and paid the April 2018 invoice of $1,307.80. I furthermore corrected the problem within hours of finding-out there was problem. I never received any notice or warning of significantly abnormal long distance calls being made on my account. If I had received that notice, I could have resolved the problem, long before the problem became a $6000 bill. I would very much like Allstream to accept responsibility for their portion of the problem, the lack of customer support prior to the problem becoming so large, and acknowledge my efforts of resolving the problem without any hesitation, as soon as I was made aware there was a problem. Until this all happened, I never even knew I could look at my account online. Because I became an Allstream customer, during the purchase or merger of ***, I never remember seeing Allstream's policy regarding "toll fraud". I have spoken with other customers from ***, *** and *** that have had similar problems with toll fraud, and in every instance, the phone service provider called the customer within 48 hours of the toll fraud beginning, and also removed the toll fraud charges, as soon as the problem was corrected. I also think it is very unreasonable to think I or any other customer, logs-in the their account each day to check for toll fraud calls. Up to this point, I have been a very loyal customer for 7+ year, never missed a payment or even been late with a payment. I have even recommended Allstream to several potential customers, when asked for a recommendation. I can't imagine why Allsteam would treat a longtime loyal customer, in the manner I am being treated, and lose my business for many upcoming years. If Allstream wants to get rid of me as a customer, there are much better ways to get me to leave, than taking advantage of this situation and showing just how little they care me and my business. I own a very small business and have only four employees. My business barely makes a living for myself and my employees and this $6000 bill will put a hardship on me, my employees and my company.
We certainly don't want to lose this customer. Our Master Services Agreement (MSA) provides that the customer will be responsible for the security of customer owned equipment that Allstream did not sell to the customer, nor service for the customer. The MSA further incorporates the Allstream toll fraud policy which can be found at https://support.allstream.com/knowledge-base/toll-fraud-policy/ and provides a conspicuous notice to the customer (all CAPS), stating that it is the exclusive responsibility of the customer to prevent the occurrence of fraud and that Customer is responsible for payment of any charges incurred due to fraud.
Many instances of fraud arise from exploitation of security weaknesses in PBX systems sold and serviced by other vendors. With that said, as an indication of good faith, we have offered this customer credits of $3,572 on fraudulent long distance charges of $4,951.02, more than 70% of the fraudulent charges. We hope the customer will find this a reasonable settlement.
I have never wanted to be rid of a company so fast as I have with Allstream. They have been hard to work with and even harder to get rid of. I contacted them and told them we were moving to another company. Was told I needed to give a 30 day notice, so I did so. It took 3 MONTHS for them to let go of our lines., A month and a half after the long drawn out process of getting out of this business I receive a bill. When I call to find out why, I am told we are still attached to their company even though we followed all their protocol to be rid of them. If you are thinking of joining this company I would think twice and RUN the other way. They have caused more problems for our company then I can ever explain.