Quote:
Originally Posted by sclitheroe
I'd say this depends on the reseller - I found, for example, that I got better last-mile service from Nucleus (a Telus DSL reseller) because they were able to more quickly come onsite to diagnose and repair physical issues when the need arose (eg. when the alarm company messes up site wiring, or a POTS splitter dies, or where signal levels needed to be checked to troubleshoot throughput issues). They were also easier to obtain updates and ETA's from during outages, since they had great first-line support and were able to talk to tier-2 and higher at Telus more easily on the back end than the end-user could.
YMMV, but I liked dealing with Nucleus when I had to.
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I've been considering our standpoint on 'last mile' providers. I think in the case of Telus I'm quite willing to get a reseller for the simple fact that Telus customer service is abhorrent.
Telus has a service group located in Canada dedicated to working with DSL wholesalers like LightSpeed. The phone numbers to the group are not available to John Q Public. Basically LightSpeed gets a whole different level of service from Telus than guys like me, who have to deal with Tier 1 schmucks in Telus' Phillipines call centre.
Big difference, IMHO, and I will be going with LightSpeed for the DSL. Thanks to all for their input.