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» Please wait for
an online representative to respond. You are currently 2 in line out
of 2 people.
» Welcome to bell.ca! You are chatting with 'Touria'
representative! To assist you, may I please have your name and
residential phone number with area code?
you: My
name is XXXXX and my number is XXX-XXX-XXXX
Touria:
Hi.
Welcome to Bell.ca. How can I provide you with excellent service
today?
you: Good
Morning, Touria. Is Bell's Basic Lite internet service the same as
ISDN?
Touria:
Is
your line with bell?
you: Yes.
I didn't know I could get home telephone service with anyone else.
Touria:
Sorry,
I've checked your line
Touria:
the
dsl services are not available on this line
Touria:
the
only internet service you can get is the dial up-
you: ISDN
is not a a DSL service.
Touria:
Sorry,
What is the ISDN?
you: ISDN
is a combination of copper cable and fiber optic technology that
allows for greater bandwidth than POTS at a rate of 128 kbps. ISDN
does not have a distance limitation like DSL because it is essentially
a digital telephone line but the bandwidth decreases while the phone
is also in use.
you: There
are two basic kinds of ISDN service in North America: Basic Rate
Interface (BRI) and Primary Rate Interface (PRI). BRI is the most
common for home internet service and uses two data channels rated at
64 kbps per channel plus one 16 kbps channel for signaling and
control.
Touria:
Sorry,
I'm not that technical
you: Bell
offers ISDN for business customers but provides very little
information about how to get it on their web site.
Touria:
Sure,
I'm working from the residential department however you can reach the
business office by calling in at 1 866 723 2355 and they will be glad
to help you. You can also click on "small business" on the
bell.ca homepage to review business items.
you: If
Bell offers ISDN for business customers, I would like to know how to
get it for a residential customer.
Touria:
I
can transfer you to the business department
Touria:
they
can help you with that
you: OK
Touria:
One
moment please!
» Please
wait while I transfer the chat to Lara.
» Welcome
to bell.ca! You are chatting with 'Lara' representative! To assist
you, may I please have your name and residential phone number with
area code?
Lara: Good
Morning! How can I help you today?
you: Good
morning, Lara. My name is XXXXX and my number is XXX-XXX-XXXX.
Lara: Hello
XXXXX!
Lara: So
I just read the above chat... you are a residential client that wishes
to have the ISDN service right?
Lara: Are
you a business owner?
you: I'm
interested to know how a residential customer could get ISDN service.
Yes, I'm a business owner but want ISDN for my residential service.
Lara: Alright
but you do have a business account then right? Because it is a
business service but if you have a business account with Bell I should
be able to give you the service at home as well...
you: Why
should it make a difference whether I have a business account or a
residential account for getting ISDN at a residential location?
Lara: Because
we offer ISDN as a business service so you need to have a business
account to get this service.
you: Let's
pretend that I got business service at my home. What would be involved
with getting ISDN service in that case?
Lara: Well
in that case I would need your Bell business phone number, to get your
account and then we could go over pricing.
you: Are
you saying that you won't tell me what is involved with getting ISDN
account unless I first have a business account with you? How would I
know whether it makes sense to convert my residential service to
business service to get ISDN?
Lara: No
I can give you the information it's just that you do need to have a
business and a Bell business account in order to actually get the
service...
Lara: I
can still give you the prices though if you want...
Lara: You
would have the choice of a 1,2,3 or 5 year contract... which payment
term would you prefer?
you: I
don't know. How much does each option cost? What equipment is involved
with ISDN service?
Lara: Well
we install a special line for the internet connection (there will be
installation charges for this) We also send you a modem that's
included in the price.
Lara: For
the monthly costs...
Lara: On
a 1 year contract it's $449 a month
Lara: On
a 2 year contract it's $404 a month
Lara: On
a 3 year contract it's $382 a month.
Lara: And
on a 5 year contract it's $359 a month.
Lara: The
installation for the internet would be $125
Lara: For
the Special line it will be $108.95 + the lines installation at $209
Lara: We
would have to make a verification that ISDN is available for you and
that would take about 24 hours....
Lara: Once
we send you the contract it takes 21 business days for the
installation.
Lara: Well
21 business days after you send back the contract to be more precise
you: That's
a lot of money for 128 kbps internet service that doesn't involve
running any new line to my house. I see that Bell wants to discourage
anyone from getting ISDN.
Lara: We
do have to run a new line to your house a special line that can carry
the ISDN service that's what the $108.95 and the $209 is for.
you: My
understanding is that ISDN involves converting my analog copper phone
line to a digital copper phone line. Are you saying that Bell will
have to run a new copper line from its local central station to my
house?
Lara: One
moment please I'm just going to check something for you...
Lara: I
want to find the exact description for you of what it is we have to
install but I can't seem to find it....
Lara: In
french it's called a "boucle locale"...
Lara: But
I can't seem to get it in english
you: I
can see that you would have to install equipment to convert my phone
line to digital but there is no way you can run a new copper line to
my house for $320. I don't understand how Bell can justify charging
such a high monthly rate for this service.
Lara: It
may be because it's a special business service that has up to 32
static IP adressess and 20 email address as well as a symmetric upload
and download...
Lara: It's
something we install specially for customers that need an ADSL service
but it's not available to them....
you: Your
web site is very lacking in information about this service. Are you talking
about 128 kbps service or 1.5 Mbps service?
Lara: It's
the 128 kbps service.
you: I'm
only interested in the digital phone line and NOT about the IP
addresses or the email addresses. What do you have just for a plain
ISDN phone line?
Lara: Alright
so you only need the ISDN for Voip then right?
you: I
presume so. I live in an area where DSL is not available. ISDN is
equivalent to your Basic Lite DSL service but does not have the
distance limitation of DSL.
Lara: In
a sense, It's more of a service that's equivalent (other than the
speed) to our Business Dedicated Internet service... But if you need
it for Voip than you actually need to call into 310-BELL because I
don't have information on Voip... They may be able to find a better
solution for you being that they know the service you need.
you: I
don't know what you mean by Business Dedicated Internet Service. I
just want a higher internet connection speed than dial-up and the
freedom from tying up my phone line.
Lara: I
understand, I just wanted to let you know which service the ISDN
replaces.... It's the ADSL connection. I believe you should call
310-BELL though they should be able to find a good solution for you
for the IP telephone...
you: I've
already tried 310-BELL and it's been well over a month since that
representative told me that they would get back to me. Why is it that
no-one at Bell can answer my question? This is very disappointing.
you: BTW,
I hate dealing with "Emily"!
Lara: The
problem is I don't deal with the digital telephone service... I think
you should try 310-BELL again.... maybe that rep has changed
departments or has left the company and that's why they haven't gotten
back to you.
Lara: Try
pressing 0...
Lara: You
may be able to skip Emily that way
you: Thanks
for your help. Bye.
Lara: No
Problem.
Lara: Have
a good day.
Lara: Bye.
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