MTS

I have been a cell phone customer with MTS for many years. Last October (2012) I purchased a BlackBerry Bold and entered into a new three-year contract. Previously I had a BlackBerry Curve which apparently operates off a different network.

Shortly after getting the new phone, I began to have reception problems. I live in St James just south of Saskatchewan Avenue. Reception in my home would range from five bars to no service and back up to three or four bars within a minute. I had the Sim card and then the entire phone replaced, but still had the same problem. Tech support assured me that the problem is a tower issue and not a problem with my phone. After approximately three months I got a call saying they had made some repairs to the tower. However the service is as intermittent is ever.

If I had known in early October when I purchased the phone that it would not work consistently in my home, I would not have bought it. I contend that when MTS extended an invitation to provide me with cell phone service, they should have been prepared to provide me with reasonably consistent service. It took me until early March to have anyone even acknowledge that others in my area were having the same issues.

I have had a variety of responses to my concerns. Included in these responses have been "MTS does not guarantee 100% service 100% of the time". "MTS is not psychic; how were we to have known that your phone might not work in your house". "This is a problem with the tower and we have no idea when it will be repaired".

MTS knew or ought to have known of the potential problems I would have. Now that the problem has been exposed, they are quite willing to glibly suggest these kinds of problems exist.

I have invited MTS to simply acknowledge that they cannot provide me with the service they advertised. Let's terminate our relationship (at that point my previous contract expired) and I will move on to a different service provider. MTS has tried to convince me they cannot now do that. I have had to advise them that in fact they could do it; they choose not to do it. I am obviously disappointed in the lack of phone service. However I am equally disappointed if not more so with the cavalier, arrogant, condescending and defensive attitude when they are confronted.

MTS wants to communicate that they are a great corporate citizen. The reality as it relates to my situation is that they are either dishonest or incompetent. They are dishonest by offering a service they will not provide or they are incompetent because of their inability to provide a service they offer. They have made it abundantly clear to me on a variety of occasions that they have no interest in or intention of fixing the problem.

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As a rural customer, I am on the iPhone "Unlimited" plan, using the phone tethered to my computer as my sole source of internet. MTS service has been acceptable for a year, although interruptions to service have been the norm throughout the year. Once or twice a month I have to call the office to get the connection fixed.

They recently changed their "excessive use policy" (how do you have excessive use on an unlimited plan?????) so that once a user reaches their limit within a billing period, their account will be throttled to 128kbps for the next 30 days, regardless of the billing period. Now, the "Unlimited" plan is limited. Let's face it...128kbps is not high speed--It's barely faster than dial-up. So, MTS mobility either provides high speed with a limit or unlimited near dial-up internet access. NOT high-speed unlimited internet as they have advertised. Oh yeah...they told me what they call people who actually try to use their "unlimited" plans...abusers. Really? Unlimited plan, but people who use more than the limit are abusers???

In the end, this is simply false advertising. Their "Unlimited" plans are very clearly not intended by any means to be unlimited, seeing as there is a limit! After that, you barely get better than dial-up. Try doing internet backups or retrievals, downloads, graphics based websites, file transfers to and from work, or youtube at 128kbps! (Really slow, if you're not computer savy).

Be wary of MTS. They have told me that they reserve the right to change your plan provisions whenever they want, regardless of contract. They do this by not including things like the excessive use policy in the contract, and by keeping a clause in the contract that states that they can change, modify or deny service whenever they want. This is the proof...they did it to me and everyone else who previously purchased an "Unlimited" MTS account. Admittedly, they have slightly higher data limits than Telus or Rogers, but their marketing and business practices are clearly unethical and bordering on illegal. I'm currently looking for other internet options. Like NetSet for example!

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Mts is by far the worst service providers, and there customer service is beyond ignorant!! Never have I been so disappointed with any service in my life! They rip you off every chance they get! Buyers beware !!! Use Rogers a respectful company!!!

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