EBOX support downhill?

siggi

I’ve been trying to figure out why my fibre connection is suffering spurious connection drops recently. I think I’ve finally figured this out (it was likely an OpenWrt firmware regression). In the meantime EBOX support was no help at all, which is a very different experience from a year or two back. I used the direct forum on DSLReports a couple of times, plus I’d emailed support@ebox.ca and worked through numbered tickets in email.
Now it seems the only way to contact support is to call them on the infernal telephone, and their VoIP is so shitty I have trouble understanding the agents.
Even emailing support@ebox.ca only results in them calling me. I find it pretty weird when my phone rings and the first question is “what’s your phone number?”.

Has anyone else experienced this drop in support level and availability?

ToNIX

I haven’t had the need to contact them since they closed the forum (but I did a few times in the past on ebox direct).

Try contacting them through here next time: https://www.ebox.ca/en/quebec/residential/faq/obtain-a-satisfying-resolution/

You won’t end up talking to the level 1 tech/customer service that knows nothing.

siggi

I did in the end get a call from EBOX support, where a nice lady offered to help me. I’m not sure she understood what I was asking, alas, which was basically “can you see my ONT’s uptime?”. It sounded like she had at least a log of my PPPoE connection or disconnection events, which wasn’t helpful at all. Thankfully by then I’d found the problem and worked around it, but it would have been more helpful to get a reply to my direct questions in email - even if the answer had been “we can’t get your ONT’s uptime.”