The internet came, and then it went away again

Queensborough, we have an internet problem. Again.

But then, if you live in the Queensborough area, I’m pretty sure you know that. Why? Because not long ago I asked you, and you answered. Boy, did you answer.

Some good news about this internet problem, however, is that I have put my journalistic skills to use, made some inquiries, and now have a suggested plan of action. It does require something from you, my dear Queensborough reader, but only this: that you pick up your phone and call our local internet provider. Yes, you know the one:

Xplornet logo

For the benefit of non-Queensborough readers, let me provide some background on all this. And then I’ll share what I’ve learned about what can be done.

Longtime readers of Meanwhile, at the Manse may recall my many posts on the topic of slow to non-existent internet from the early years Raymond and I spent here in Queensborough. Between our purchase of the Manse in January 2012 and a magical day in March 2015 (more on that in just a bit), our internet situation was absolutely dire. The signal was impossibly slow; streaming services such as Netflix were out of the question; and the incredibly lame service that we had was still costing us $100 a month. (You can read some of my posts on the topic here and here and here.) Many were the evenings when the frustration of the endless hours it took to do a simple internet thing like putting up a blog post for you all to read had me practically in tears.

But then on March 19, 2015, the internet came to the Manse! Xplornet Communications, the company tasked with providing high-speed internet to rural Eastern Ontario, had just erected a tower on DeClair Road a bit east of Queensborough. On that magical Thursday in March, a technician came to the Manse to install a setup allowing us to connect to the tower. As you can read in my excited post about it here, and an even more exuberant followup a month later, we suddenly had endless and gloriously fast internet, for about the same price we’d been paying for the previous ghastly setup. We could watch Netflix! Raymond could watch his beloved Boston Red Sox games, streamed in high definition! I could do blog posts quickly and without tears! It was wonderful!

And it wasn’t just us: suddenly all of Queensborough (with exception of one household that had too many trees between it and the DeClair Road tower) had access to lightning-fast internet. Basically, it changed our lives – forever, we thought.

Alas, “forever” turned out to be about three years.

Since this past spring, internet in Queensborough has once again been terrible. Not so much in the daytime, mind you; but in the evening, when everyone’s home and online – Facebook, Netflix, Raymond watching his Red Sox via the Major League Baseball streaming app – it slows to a crawl at best and a complete freeze a great deal of the time. Here, let me show you with a little video of the action – actually inaction, due to the internet freeze – during a Red Sox-Tampa Bay Rays game the other night. The only “action” you’ll see until the freeze finally lets up is the ever-circling “loading” wheel – appropriately named (not by me) “the spinning wheel of death”:

These freezes happen dozens of times during every game. Lately, Raymond’s just given up trying to watch most evenings. And while that’s causing him so much grief, I’m usually trying to compose emails or blog posts or some such, and experiencing exactly the same thing – freeze after freeze, and more of the spinning wheel of death. The situation is every bit as frustrating as it was pre-2015. And we’re paying more than $100 a month for this?

About 10 days ago, I decided I’d had enough. It was time for action.

Step 1 was to get confirmation of how bad, and how widespread, the problem is. I already knew from a couple of conversations I’d had with neighbours that we are not the only household experiencing suddenly terrible internet. I felt quite certain that all of Queensborough was having the same problem – doubtless because more families have moved to the area in recent times, and because they (and everybody else) are using the internet more than ever. My educated guess was that the DeClair Road tower could no longer meet internet demand from Queensborough. But I needed some ammunition for Step 2, and so I sent out a message via social media outlining our no-internet-in-the-evenings situation and asking my fellow Queensborough-area residents to tell me if the same thing was happening to them. Which they did.

Facebook post on slow internet

The Facebook post in which I asked residents of our area whether they are experiencing the same internet problems as we are here at the Manse. The replies came thick and fast, and confirmed that we have a Queensborough-wide problem.

“I have the exact same experience and complaint, Katherine,” wrote one person.

“We had tons of issues in the last year with the internet service,” wrote another.

“Same issue,” said several others.

“I almost curse them all the time now,” wrote someone who happens to be a devout Christian. Wow!

Armed with confirmation that the problem is Queensborough-wide, I moved on to Step 2, which was to call Xplornet. Two hours on the phone later, I had a much-reduced internet bill and quite a bit of information. Which I now want to share with my fellow slow-internet sufferers.

The first department I got was customer service. I explained to the pleasant woman who took my call (after about 45 minutes on hold) about how all of Queensborough was experiencing the same internet problems, that the tower that services us must be beyond its capacity, and that we’re all pretty darn frustrated. She told me that:

  • Additional panels can be put onto a tower to resolve the problem of overload (though she stressed that this technical end of things was not her area of expertise).
  • All calls about such problems are logged and actively monitored by Xplornet, and if there is a sudden influx of calls of complaint from one particular area, there’s more likely to be action to resolve the problem. Which is why, Queensborough people, you should call! The number (which you can find on your bill) is 1-866-841-6001.

Anyway, back to my call. The last thing the customer-service rep did was: cut my monthly internet bill by $30! The reduction is good for the next six months, and if service hasn’t improved at the end of that time, it will be renewed.

And when I politely but persistently reminded her that I’d already paid more than $100 a month for several months’ worth of terrible service, she also gave me a rebate of one month’s charge. The next bill arrived a few days later, and because of all the reductions, I ended up with something even better than a zero balance: a credit of about $25.

So: did I mention that you should make that call? That number again is 1-866-841-6001. (But make sure you have a cup of coffee and something to read in hand, to get you through the wait time to speak to an agent.)

So then my helpful customer-service rep transferred me over to Xplornet’s technical department, where I had a long and enlightening chat with a member of the technical team. Once again I told my whole story, including the fact that all of Queensborough is experiencing the same problem.

He told me that towers, including the DeClair Road one, are being upgraded with what’s called an overlay, to add capacity. He noted – and I know this is true – that these upgrades can’t be done at the drop of a hat; there are licensing issues involved that take time. But he did confirm that the work “is under way.” When I asked when it would be completed, he said Xplornet does not give out end dates for such projects, but said he suspects it’ll be mid to late September at the latest – if only because the company doesn’t want its workers up on the towers when bad weather comes.

When I told him about the customer-service rep’s advice to urge people to call about the problem, he agreed that a bunch of calls from our area might well get the timeline for the tower work bumped up. So people! Call! 1-866-841-6001. And please tell them, as I did, that the problem you’re experiencing is shared by everyone in our area. This definitely adds oomph to the complaint, and avoids an agent trying to solve a (probably nonexistent) problem with your own personal setup.

Oh, and a bit more information I got: for those of you who get your internet via Xplornet satellite rather than from the DeClair Road tower, but are experiencing the same problem with painfully slow loading times: it’s again because of capacity issues. Demand on the satellite signal is growing very quickly, just like demand on the towers. I suggest you too call to let the company know about the problem, and inquire what can be done about reducing your bill until the signal comes up to snuff.

Internet announcement

The posting on Hastings-Lennox and Addington MP Mike Bossio’s website about the plan to bring the internet via fibre-optic cable to our area. The announcement was made at the Signal Brewery in Corbyville (once the site of the famous Corby Distillery), and on hand were (from left) Signal owner Richard Courneyea, Bay of Quinte MP Neil Ellis, Navdeep Bains, the federal minister of innovation, science and economic development, Jill Raycroft of the Belleville Chamber of Commerce, MP Mike Bossio, and Xplornet chief executive officer Allison Lenehan.

FibreRoute

The network of fibre-optic cables that will bring super-duper internet to our area within a couple of years – or at least, that’s the promise. (Photo via lennox-addington.on.ca; click to enlarge)

Now, in the slightly longer term there is some good news for us all. Last month, our MP, Mike Bossio (a schoolmate of mine in Madoc back in the days when I was growing up in this area), announced a partnership between the federal government and Xplornet to improve high-speed internet in Eastern Ontario using an existing network of fibre-optic cables. You can read about it here, and you’ll see on the map, as well as in the news story, that our entire area – the Municipality of Tweed, of which Queensborough is a part, and neighbouring Madoc Township, which is Queensborough-adjacent – are included. This is fantastic!

The only down side is that this new and improved service won’t be up and running until 2020. And yes, I know we’re already more than halfway through 2018, but a year and a half is a long time to deal with frozen-screen baseball games. Just ask Raymond.

So until then? Call Xplornet. Be polite but persistent. We had great internet for one brief shining moment. (Okay, it lasted three glorious years). We need to get it back!

8 thoughts on “The internet came, and then it went away again

    • Thanks, Shane – yes, I’m excited to learn that a locally owned company is going to try to bring reliable high-speed internet to our area. Needless to say, I will be looking into it, and wish them all the best!

  1. If I could call and pretend I was from Queensborough, I would. I can only imagine the frustration my brother is experiencing. Good luck and keep us posted. Playoffs are around the corner!!

    • The good news is that the internet situation has improved somewhat in recent weeks; the bad news is that it still freezes up sometimes. The good news for your brother, Jeannie, is that the playoffs will be on “real” TV, so he won’t have to reply on the internet to watch the games. Go Red Sox!

  2. Another reason Queensborough is so lucky to have Raymond and yourself in the Village. I never did get around to wishing Raymond a Happy Birthday, so a belated one Raymond and I made the comment to Don, Katherine you never need to question Raymond’s love for you. Any man that would give up the conveniences of a condo in Montreal to move to Queensborough has undying love for you. and this is I am sure just the latest of what he gave up.

    • This is such a lovely comment, Barbara, and – belatedly on my own part – thank you! I read it out loud to Raymond as soon as it arrived, and he just gave me a knowing smile. Thank you for the birthday wishes too!

  3. Thank you for all your hard work, Katherine!
    Judging by the fibre optics map it would seem that it will only connect the towers, not to individual households. That will still provide some benefit though and in the future we may all have a direct connection.

    • I sure hope the fibre-optics setup will improve things, Dave – in fact, I am counting on it. It is just so distressing not having reliable internet – especially after we did for a while!

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