Intervention, observation ou réponse de l'intimé / Intervention, comment or answer by respondent

Date reçu / Date Arrived: 2021-02-11

Numéro de processus public / Public Process Number:
Numéro d'intervention / Intervention Number: 4
Demande(s) / Application(s): 2021-0008-0
Cas / Case: 296962

Demande à comparaître à l'audience publique / Request to appear at the public hearing: Non/No
Intimé / Respondent: Non/No

Commentaire / Comment
I currently run a small internet server which provides services for a number of small businesses, community groups, etc.
Most of my own computing is also run on said server.
I get my home internet service as DSL from a competitive provider on Bell's network, which has a (direct) peering connection with the hosting provider for my server.
Through this connection, my laptop is typically about 5 hops from my server, none of which are long-haul or intercity.
Fewer, shorter hops provide a more reliable connection, with lower latency.
I also occasionally do minor contracting jobs for both my hosting provider, and the provider for my home connection.
As such, I have access to nearly every piece of hardware connecting my home to my server, and extraordinarily good response times to any problems I might have with these connections (which are rare).
My home is on the Toronto Islands, where the copper loops are too long to get download speeds above around 2Mb/s.
Recently, Bell ran fibre optic cabling to the residential communities on the island.
More recently, I was speaking to a Bell technician who was repairing my physical connection after the 2019 floods, and asked if the new fibre meant that I'd be able to get a faster home connection.
The technician told me that no closer DSL termination equipment was going to be installed, and that the only way I'd get a faster connection is through Bell's FTTP service.
When I have connected to Bell-serviced home networks (e.g. while visiting my friends), routing to my server has invariably been over a dozen hops, and included networking equipment in Chicago.
Thus, a connection via Bell not only introduces long-haul connections, but international ones at that.
I do not have any relationship with Bell that enables me to improve repair times on connections through their network; I am at the mercy of their technical support.
When I've called Bell technical support in the past, I've had lengthy hold times, to get to a basic support technician whose competence was limited to directing me to check that my networking hardware is plugged in and powered on, and who functions as a gatekeeper to any higher-level technicians who might actually be able to fix things (or open a ticket to be handled by engineers not directly available to customers).
In short, compared to the competitive offering that I use, Bell's network support is slow and quite frankly, insulting.
I haven't been a Bell customer in quite some time, but when I was, I experienced more frequent network outages than with any competitive provider (which is consistent with my view on the connections involving more hops, and longer-haul connections).
In my current situation, I am stuck with a decision between increasingly unacceptable home network connection speeds, and consistently unacceptable network reliability and technical support.
The temporary resale remedy being proposed would relieve me from having to make this choice.
If Bell had been willing to install DSL termination equipment near enough to the residential community on the Toronto Islands, that residents there could get acceptable DSL speeds, I would not be making this submission.

Copie envoyée au demandeur et à tout autre intimé si applicable / Copy sent to applicant and to any respondent if applicable: Oui/Yes

Information du client / Client information

Nom / Name: Kristofer Coward
Titre / Title:
Au nom de la compagnie / On behalf of company:
Adresse courriel / E-mail address:
Adresse postale / Address: 179-264 Queens Quay W, Toronto, ON, Canada
Code postal / Postal code: M5J 1B5
Téléphone / Telephone:
Facsimilé / Fax: