Jen Morgan is frustrated.
As a businesswoman and mother of a young son, the restrictions imposed due to the COVID-19 pandemic have impacted her, as they have the entire country. Closure of schools means her son is now isolated at their rural home and as one of the partners of Collective Noun, a design agency which helps businesses and organizations with custom-built websites, branding, design, and marketing, she is working from home as much as possible.
Both of these scenarios mean the internet in their home is very much in demand, from uploading and downloading information to operate her business, to trying to help her son with online learning. Not to mention using the internet for social connection and distractions.
But Morgan’s Utterson home is located in one of the many areas in Muskoka that can only receive internet via a mobile hub. “If I lived two kilometres in either direction, I would be able to get better service,” she said.
After suffering for a few years with “awful” service, Morgan contacted Bell to be her service provider. A mobile hub which utilizes a cell tower was the only solution to provide her home with internet.
But there is no unlimited data option available and Morgan said that while the speed of the internet is okay and usable, she is limited to 100 gigabytes a month at a cost of $160.
“Normally, I can stay under 100,” she said.
If the family of three goes over the 100 GB, they are charged $5 per gigabyte. An overcharge bill of $300 heralded the cancellation of their Netflix account.
Over the last two weeks, Morgan said she contacted a lot of internet companies looking for more affordable options to no avail.
With the outbreak of COVID-19, Morgan heard that Bell Canada was waiving internet overage charges for all of its residential customers.
However, she quickly discovered her household does not apply because she is considered mobile.
Concerned over what this would mean for her, Morgan reached out to Bell in early March.
On March 14, she received a message that currently Bell was only able to waive Bell residential home internet and wireless internet and they had no updates with regards to the turbo hub or mobile internet lines.
On March 17 the message was the same.
Morgan said she then called the support line and was told by the support person that she needed to ‘just trust me’, although she had no information about usage fees at that time. “She said, if I was that worried then just don’t use your internet,” Morgan said.
On March 19, Morgan said Bell released a statement that they would add 10 GB of data at no charge to mobile users and provide a $10 credit, which would cover an additional 2 GB at the current overage rate of $5 per GB.
Between working from home and trying to access online tools and games for her son, even that additional data is not enough. Morgan said she likes working with Bell and understands providing unlimited data to everyone could overwhelm the towers and networks, but she can’t understand why they can’t provide more then the additional 10 GB.
“We are aware that many of our Turbo Hub, Turbo Stick and MiFi customers would like us to provide them with unlimited data,” reads read a Bell statement. “We would love to do that as well and we are sorry that we cannot. During this unprecedented situation, the demands on wireless networks have been significantly heightened. We need to ensure that everyone—including consumers, businesses and most importantly public safety authorities working on the current situation—continue to have fast and reliable access to our service. Providing unlimited usage to all Turbo Hub, Turbo Stick and MiFi customers would put wireless network performance at risk during a critical time for Canadians.”
Bell network planner Tory White said it is the hope and desire of Bell that one day everyone in Muskoka will have access to high speed internet, but that may not be the reality as this is a business.
“We are always planning and expanding the network,” she said. However, it is expensive and government subsidies are limited. Coupled with the fact that Muskoka is a large geographical area with a smaller population and some challenging landscapes, high sped for everyone may not ever be a reality.
“It looks like my son is going to be home a long time,” said Morgan, adding that it is great the Ontario government is pushing an online learning portal. “But what about all the people that don’t have access to the internet.”
In her frustration, Morgan started a petition through change.org. It asks Bell to waive overage fees for mobile home internet customers during the COVID-19 crisis like it is doing for its residential internet customers.
She said the petition has quickly gained momentum with more than 2,100 signatures to date.
Morgan sent the petition to Parry Sound-Muskoka MP Scott Aitchison who signed and shared it. An email from Aitchison’s office encouraged Morgan to contact Bell directly. “Scott is working on this issue (and posted the petition on his social media pages),” said Kirsten Baker, constituency manager for Aitchison, in an email to Doppler. “We are trying to have some influence and plan to send the final petition as well as a list of all the folks who haven’t been satisfied to our government relations person with Bell. Saying that we have heard from a number of constituents that case by case the carriers have often provided discounts, etc to Hub users. So the list of those not satisfied who’ve actually reached out to Bell for assistance is pretty low at this time.”
With the announcement made this week that schools will remain closed until at least early May and no further updates on changes to its policy from Bell, Morgan is still in the unenviable position of deciding to use internet for work, education or distraction.
Parry Sound-Muskoka MPP Norm Miller sympathizes with Morgan and says the provincial government is working towards solutions to improve internet and broadband service in the area and have pledged $315 million to invest in the area. However, he recognizes that doesn’t help with the immediate need during the COVID-19 crisis.
However, he added, the announcement on March 31 regarding education has introduced new methods of learning that are not necessarily reliant on the internet, including the possibility of bus drivers delivering homework.
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Peter Brown says
I also signed the petition, as we are in the same situation where we live (we have a turbo hub). Less than 5km from a town, yet some of the worse internet we have ever experienced. Major internet providers seem to be somewhat discriminatory by only lifting the cap to “wired” users….
Linda Brodie says
We are with Xplornet. They don’t charge for overages, but slow your service down to an almost useless speed…it’s very slow at the best of times.
dave kealey says
I realise that internet overages are not a priority but does the federal government not run the CRTC which over watches the media companies? would it not be beneficial to all Canadians to have reliable, high speed internet with out any throttling of download speeds? It is not just a business as Mr. White points out… “Bell network planner Tory White said it is the hope and desire of Bell that one day everyone in Muskoka will have access to high speed internet, but that may not be the reality as this is a business.”… it is in some cases a life line.
Eileen Haggart says
As a rural Bell customer I cannot tell you how disappointed that full overage costs are not being waived during COVID-19. I live 13 minutes from town and yet I have limited options for Internet. Any options that we have are very costly for half decent service. So many other companies are waiving additional overage fees during this time … step up Bell and do the same. ?
Susan Lovell says
Once again we are not getting the support we need from our provincial leaders around rural issues. Hydro has stepped up to the plate and giving all users a break with no discrimination to rural users. Bell should be asked to do the same. It is a time of crisis and many private enterprises have done their part to support. Why shouldn’t Bell be asked to as well. For all user not just those that are most convenient.
Nadine Gingrich says
We have the same problem; we have to rely on our cell phones
as mobile hotspots. We don’t have large data plans because of the cost but lately we seem to go over, possibly because we can no longer use the library or other free WiFi. I recently signed a petition from Open Media to try to get cell phone companies to do what Internet providers are doing by waiving overage charges. Open Media lobbies the federal government and the CRTC.
Heather Douglas says
Hi Dave
I contacted the CRTC but was met with the message that they will not be taking calls and the online chat was also not operating.
I could leave an email and they would get back to me in 10 days.
I did find a phone number for the CRTC Ontario commissioner and left a few unreturned messages.
brian tapley says
Same issue here for me only I am with Rogers, not bell due to an accident of geography.
That same geography dictates that the ONLY ways I can get internet is one of three choices.
ROGERS cell tower service with a hub. This is just reasonable for speed but very expensive, my high season costs due to guest usage run 6 to 7 hundred dollars a month. It is lower in the low seasons but still near 200 per month.
BELL good old pair of copper wires that I think I might still access at 52kbps. About fast enough to send a letter like a fax.
XPLORENET which is full of promise, my son tried it, but when it gets down to reality it is very slow, clunky and drops your connection a lot. Although they say it is unlimited data, the rate gets so slow that the Bell pair of wires starts to look good. Also you have to sign a year long contract and only the first two months are cheap.
In all cases a change requires re-tooling how you hook up, connection fees and set up effort.
Interestingly there is a Bell Fiber optic cable about a mile and a half away on both sides of us but it is not for people like you and I go hook up to. I don’t know who actually does hook up to it and Bell has been making promises for years but the action does not seem to match the promises in pretty much any regard.
I have pretty much given up on alternatives to Rogers. At least they talk sense to you when you call them, they work but are just very expensive for me at least.
I think we shall all be sitting with Spock and Pickard on a spare deck of the Enterprise, having some nice drink from a replicator long before I see fiber optic high speed at my door from Bell. Government pronouncements don’t seem to have any effect either… mostly vapourware it seems.
Em Arde says
Why do people make the choice to live somewhere, with the opportunity to explore beforehand the availability and costs of services they will need, and then later, when they wish the services were different or better or cheaper, complain and act like it is someone else’s problem to solve? Where I chose to live in the Muskokas was partially based on the nature of the Internet service I would have access to (speed, data limits, cost, reliability, etc.). When you choose to live somewhere that has limited Internet service, why cry out and complain to everyone later when you realize you have regrets? It is like buying a house that backs onto train tracks, and then later complaining to anyone and everyone because you suddenly decide you no longer like the sound of trains rumbling by.
Ellen Duncan says
Has anyone tried cogeco? Don’t get me started. I am surprised there is no comment.\
ellen
Wilf McQuinn says
Just where are the Muskokas???
Em Arde says
https://www.fodors.com/world/north-america/canada/ontario/side-trips-from-toronto/places/the-muskokas
Dawn Huddlestone, Managing Editor says
Em, I think Wilf’s point is that this area is not called “The Muskokas” (despite what Fodor’s might think). It’s Muskoka, or if you want to get really formal, the District of Muskoka or the District Municipality of Muskoka. Calling it “The Muskokas” is akin to calling Toronto “The Torontos”.
Ruth Huxtable says
I have a suggestion for rural parents who are concerned about the online education resources currently being pushed by the Ministry and are feeling frustrated because they have limited and/or very expensive internet. Consider using other resources that may be a little more old fashioned. I am a retired elementary educator and throughout the span of my career I have taught the “old way”…paper, pencil, worksheets, workbooks, spelling dictation, etc, and I have also taught many years using “newer” strategies, many requiring the use of technology … Smart boards, computers, iPads, etc. Anyhow, my point is that there are many resources available on the market that are not totally dependent on technology. Here is an excerpt from a magazine about one such program.
LONDON-BASED EDUCATIONAL materials publisher Chalkboard Publishing Inc., a leader in curriculum-based educational resources, has recently launched a 12-week guided homeschool programs for students in kindergarten to grade six to provide parents and students looking for grade-specific resources, learning, guidance and activities to help support them through the COVID-19 crisis period.
In addition, Chalkboard has created and launched a free resource called Chalkboard Learn, which provides Canadian parents and children with 20 days of reading, video, activities and outdoor adventures.
I am not in any way affiliated with this company, it was just an article I was reading and I thought I’d share. It looks interesting to me, and it’s definitely something I would look into if I had younger children at home. And, I’m sure this isn’t the only program available. Another math resource is Jump Math. Also, consider researching the many Home Schooling resources that are currently available.
Good luck to all parents! I truly wish you the best during this difficult time. I, too, live in a rural area and we have exactly the same internet frustrations and concerns…except that, since we’re retired, we don’t have the work and education demands and stresses that you do.
Carolyn Clark says
You might remember that many of us have lived in our homes longer than “internet” has been part of our day to day life. The government has promised accessibility to all (within reason) and is assuming wrongly that that is the case!
5 minutes from town does not mean good service at a reasonable price to all!
Will Pinckard says
Over is over.
Once people knew things were going to involve staying at home longer et al…things like adjusting internet plans should have been adjusted accordingly.
Rate decreases on hydro from the goverment yes, but their not going to step in and tell your provider to give you a break on your internet.
It is literally the price you pay for poor planning.
As far as the other complaints go, short term pain, long term gain.
Yes the majority of residential internet infrastructure in rural areas needs work, but we knew that.
When all this is over, the internet will be amazing everywhere once all the complaints have been addressed,
Maybe.
🙂
Ellen Lakoff says
The regional government (MRC Argenteuil) wants to start implementing their Fibre optics plan to supply fast internet to all rural residents in our region. Hydro Quebec has given permission to use their poles. Guess who is stopping the project. BELL CANADA. Be ause using the poles needs permission from Hydro Quebec and Bell Canada, the Mrc has been delayed for months. So turbo hub and turbo stick users are stuck with 20G, max.
Worse, Bell wont give any extra minutes on my Canada US long distance land line phone plan. They say I have to buy a more expensive Canada US Europe plan. Cell phones do not work here .
SInce all my grandchildren and children live in another province or the US, and without adequate internet via the turbo hub, I am essentially cut off from my entire family and indeed , the world.
Shame on Bell Canada. they can and mustbdo better.