Internet prices differ from website and agent

[callopsitte_himself]

My friend wants to switch ISP from Bell. My 1st suggestion would have been FPL. So I called an agent to verify prices and get clarifications.

On the website (french & english) it offers special price of $19,95 + $2,95 for first year and states clearly with modem rental orpurchase. (If no rental or purchase of modem all regular prices applies).

For the modems they clearly identify 3 kinds: 516, 585 and 784 (all Thomson) with a monthly rental and buying price for each.

So I would think that I can get the 1st year DSL price of $19,95 + $2,95 if renting a 516 modem at $6,99/month (+ as mentionned a $20,00 deposit). According to Law it's also what I should get.

It turns out the agent said that the website was wrongly done and to get the 1st year special price of $19,95 + 2,95 we had to buy the most costly modem at $229,99.

1- having written information on and offering different price that is higher is unlawful.
2- I don't know how FPL can sell its internet (+ knowing it's his main revenu) while people are more aware of how easy it is to find cheaper as that is what they are looking for.

A) not many people need a modem such as the Thomson 784
B) not many people will buy such a modem at that price when they can easily find a similar one for $50,00
C) Bell rents there modem $3,95/month. So even renting is not an option.

I really don't know how marketing came up with those arrangements and prices but I strongly suggest FPL to revise all that if they want to make money. It's not that I don't like your services, on the contrary, I love them and I'm even trying and helping to get FPL to implement in my region. But It's clear that the free phone line is not generating revenues and with the competition, people eager to find the best deals and the ease to do so with internet plus the notoriety that other companies have over you guys will have trouble standing out.

[FONGO_kris]

On the website (french & english) it offers special price of $19,95 + $2,95 for first year and states clearly with modem rental orpurchase. (If no rental or purchase of modem all regular prices applies).

For the modems they clearly identify 3 kinds: 516, 585 and 784 (all Thomson) with a monthly rental and buying price for each.

So I would think that I can get the 1st year DSL price of $19,95 + $2,95 if renting a 516 modem at $6,99/month (+ as mentionned a $20,00 deposit). According to Law it's also what I should get.

This is correct, the website in all cases is correct. If we advertise something incorrectly on the website, regardless of the impact of this on us, we have to honor what we advertise.

1- having written information on and offering different price that is higher is unlawful.

As said above, we must honor what we advertise even if done so incorrectly.

A) not many people need a modem such as the Thomson 784

• You're right, they don't. However this is why we give them the choice of three devices as you have correctly listed above; the TG784 Gateway is a good way to
  consolidate all of your device into one, and comes highly recommended.

B) not many people will buy such a modem at that price when they can easily find a similar one for $50,00

• Again, this is personal preference. Renting or buying elsewhere is an option, though the bundles are exclusive to renting or purchasing one from us.

C) Bell rents there modem $3,95/month. So even renting is not an option.

• If you are referring to the $1.05 difference in rental fees, there is talk of lowering them but again, personal preference as to whether or not you rent one.

I really don't know how marketing came up with those arrangements and prices but I strongly suggest FPL to revise all that if they want to make money. It's not that I don't like your services, on the contrary, I love them and I'm even trying and helping to get FPL to implement in my region. But It's clear that the free phone line is not generating revenues and with the competition, people eager to find the best deals and the ease to do so with internet plus the notoriety that other companies have over you guys will have trouble standing out.

Those prices are based on minimal markup from what it costs us to run the service to you. However minimal this markup is I can assure you we are earning enough revenue to expand at an exponential rate both by notoriety and service functionality.

[tbrummell]

So how does callopsitte_himself go about getting the website listed prices if Customer Service won't give them to him? Can he reference you at all? callopsitte_himself, take a screenshot of that webpage ASAP. LoL

[FONGO_steve]

So how does callopsitte_himself go about getting the website listed prices if Customer Service won't give them to him? Can he reference you at all? callopsitte_himself, take a screenshot of that webpage ASAP. LoL

He can definitely reference Admin, Admin (Kris) is also our supervisor. If callopsite_himself remembers the time he called, and the phone number he was calling from, Kris can also identify who he spoke with and make sure said agent is corrected.

[callopsitte_himself]

Admin wrote,

If you are referring to the $1.05 difference in rental fees, there is talk of lowering them but again, personal preference as to whether or not you rent one.

Actually the difference is $3,04 (Thomson 516 only) add to that the $20,00 deposit (dived in 12 months = $1,67) so that really is a $4,71 difference per month.

Now add the $2,95 monthly network fee and that makes it a total monthly cost of $31,56 per month. For the 1st year I agree it is good but you don't stand out as all others are about equal.

For additional years or for those who don't rent the modem it sums up to $41,89 per month which is higher than too many other ISPs. So maybe on the short term you are getting customers but what about mid and long term?

I'm no marketing specialist. I'm just a guy meeting many people and hearing them and at the same time would love FPL to succeed and stay in the market.

As for what tbrummell wrote,

So how does callopsitte_himself go about getting the website listed prices if Customer Service won't give them to him?

I sure hope something will be done about those CSR soon.

[callopsitte_himself]

Modem rental price don't show on picture but is $6,99 per month.

[Jake]

You have your dry loop per month also.

I changed to FPL from Bell. The cost worked out over several years was around the same per month, but the big difference is FPL is unlimited, where I had a 25gb cap on Bell. Now I don't have the hassle of being careful of what I download, and explaining to my girls that they can't watch any more youtube videos, playing any more online games, or saying they can't watch any more Netflix films.

To me, FPL was a clear winner, even though it was a little more. This is my situation though, I know others will see it differently. I am also very limited as to what I can get here. It is either Beel/FPL, or xplorenet which is a terrible company from my experience.

[callopsitte_himself]

Jake wrote,

You have your dry loop per month also.

That is a great add-on then and makes it better than all others (of course except Bell which are rip-offs). But it is not written. What about those who don't want or need dry loop?

My suggestion would be to review prices so network fees would disappear -include them in the price- (any additional explicit fees tend to draw people away) and give a choice of dry loop or regular DSL. For example the price for one year could be $22,90 with dry loop, $34,90 with dry loop subsequent years. As for regular DSL respectively $20,90 and $32,90. All that with modem rental. But modem rental should go down to match the highest one (Bell at $3,95/month).

To my eyes that would be interesting.

Just my 2¢ advice.

[new936]

I agree with Jack that rental should go down to match with others.

[new936]

I want to point out to Kris and Admin that Acanac is offering it's DSL for $24.95/month + $8 for dry loop and $ 49.99 for the modem ( for sale) for the same internet service. So it turns out that for the 12 month customer will have to pay $78.72 more with freephoneline.

Just my 2cent advice.

[FONGO_kris]

Thank you for your input new936. I'd also like to correct that both admin and Kris are one and the same

[Mendigo]

Hi I am new to this site. I am looking for dsl service in Toronto. What are the prices if someone can say the total month by month? I am wondering if the service is also unlimited!

Thanks

[FONGO_kris]

Mendigo, our rates are here: http://www.freephoneline.ca/optionalServices and I am glad to say yes, we offer unlimited bandwidth!

For a full run-down:

I am going to assume you are talking about our Home Phone and Internet Bundle. Initially, there are two payments of $169.49, 90 days apart. These payments are what pays for the setup costs and hardware, of which include:

• SIP Configuration: $50.00 without bundle
  Shipping: $14.95 without bundle
  DSL Service: @superspeed.ca domain
  - $19.95 (Superspeed DSL Internet)
  - $8.95 (Dry Loop) + $2.95 (Network Access Fee)
  - First & last months DSL payment
  - The monthly reoccurring charges are $31.95 for 12 months, after which you are billed our regular rate of $29.50 + dry loop, which equals $43.40 per month.
  Port Number: $25.00 without bundle
  Second payment of $149.99 covers all the hardware costs.

The initial set-up costs for the REGULAR DSL are simply first & last month along with your dry-loop setup fees, and any hardware you wish to purchase:

• DSL Service: @superspeed.ca domain
  - $29.50 (Superspeed DSL Internet)
  - $46.95 (Dry Loop install) <-- Incidentally this goes directly to Bell Canada for use of their installers
  - $8.95 (Dry Loop) + $4.95 (Network Access Fee)
  - First & last months DSL payment
  - The monthly reoccurring charges are our regular rate of $29.50 + dry loop, which equals $43.40 per month.

Seperate charges for non-bundled DSL (which I may or may not have taken from Jakes post...):

• 516 - Buy $99.99; Rent $6.99 per month ($20 deposit)
  585 - Buy $149.99; Rent $6.99 per month ($35 deposit)
  784 - Buy $229.99; Rent $8.99 per month ($65 deposit)

I hope this helps, I'm out of breath!

[callopsitte_himself]

If I get you right Kris and Admin (lol) if I subscribe to the super bundle I don't get dry loop installation fees of $46,95? And if I subscribe only for internet I get dry loop installation fees of $46,95?

2- What if I don't need dry loop? Do I still need to buy it (does FPL sells DSL with dry loop only)?

3- What if I'm another DSL provider and want to switch to FPL DSL and I also have a dry loop line. Do I still need to pay dry loop installation fee?

[FONGO_kris]

These prices are an overview of everything regarding Internet we offer, freephoneline.ca does sell all it's services with and without dryloops; of course, if you don't get a dry loop we won't make you pay for it .

Where I believe the confusion is coming from is the bundle, for which you pay two separate payments of $169.49 (90 days apart), and to be honest, these separate payments were done because users had complained that taking ~$380.00 felt more like a jab than a relief. Those two payments are relative to the bundle and not the services rendered on installation, so regardless of what you get installed (Dryloop, LCL, Bell loop...) you are paying the same amount as it is a bundled price. The only difference would be your monthly bill, and I will get back to you on the exact pricing

[new936]

Thank you for your input new936. I'd also like to correct that both admin and Kris are one and the same

Thanks kris/admin. Any progress on this? My contract with Rogers is ending next month and I have to decide.

[FONGO_kris]

Thanks kris/admin. Any progress on this? My contract with Rogers is ending next month and I have to decide.

Which progress are you referring to?

Currently all prices are staying as they are and as of right now, there have been no rumors or otherwise of any changes.