Coming soon to a YouTube channel near you… the new Worldline promo letting Canadians know just how much they could and should be saving.

And if you haven’t seen our last one, please check it out below:

Our Level 3 Support team are a group of dedicated tech support specialists working out of our Cambridge, Ontario head office.

They work daily with our customer support crew at the Fibernetics Call Centre with a common goal: to provide Worldline customers the best care and service in the industry.

Earlier this year they initiated a new program called the Level 3 Superhero Award to recognize outstanding contributions from support staff. Marlen Garcia was November’s recipient and now it’s time to announce the latest winner.

From the Level 3 Team:

Here at Worldline, we are constantly improving our service and working to enhance our customer interaction. One of the metrics we monitor is how our customer service representatives are working to make any call to us a positive experience.

We are very proud of how our customer service team continues to surpass our expectations and are VERY excited with the growth of their skill sets and direction they are taking. Especially now, considering how Worldline continues to set record-breaking months from our sales team. Today, we would like to recognize one of our wonderful colleagues.

We would like to introduce you all to Yari Pichardo. Yari works in our contact center and primarily helps our customers with billing  issues and questions.

A detail oriented service professional, Yari crosses all t’s and dots every i looking to resolve every call then and there and as quickly as possible.

Previously when preparing to present this award, we review a number of our  Customer Service reps work in order to determine who best deserves to win. This month is different as we were approached by a member of our billing team:

“The revenue assurance team believes that Yari deserves recognition.  Not only from her outstanding work with her EDI payments but also the quality of her tickets and her outgoing personality.”

Yari shows accountability for her work and is always trying to resolve anything a customer needs help with. She has a very positive attitude and demonstrates a drive to get better every day.

Yari walks the walk and means it when she says “I’m in”.

Today is the day that the CRTC has ruled that the nasty 30-day cancellation notice is going bye-bye:

Prohibition of 30-day cancellation policies

The Commission determines that 30-day cancellation policies for local voice services, Internet services, and broadcasting distribution services (e.g. cable and satellite television services) will be prohibited as of 23 January 2015. It will contribute to a more dynamic marketplace and remove unnecessary barriers to consumer choice. Subscribers will avoid double-billing when they cancel their service and move to a different service provider.

For Canadian consumers, this is great news.

We here at Worldline are happy about the change – and for a couple of reasons.

First, it will make switching to us far easier, which will allow far more Canadians to take advantage of the superior products and the service we can provide, while saving them hundreds of dollars a year along the way. Secondly, a customer’s old ISP will no longer have that 30-day window to try to convince customers out of switching.

Big Telco companies have whole floors of people in their corporate towers dedicated to “Win Back” strategies.

You’ve most likely experienced their tactics like the price matching or special promo right?

It turns out that those discounts are usually short-term so Canadians ended up spending just as much or more overall as they would have anyway. Or, the promo pricing only counts if another service is bundled in with the price. These “Win Backs” are designed to make it appear like there is some money to be saved, but there usually isn’t.

Regardless, their tactics work. We’ve lost a significant number of newly signed up customers to their old ISP because they were talked out of it.

Not any longer. As of today, the 30-day advance notice is gone for good.

Which is very good.

All that said, now the same rule applies to Worldline as well. Our customers can drop us at anytime, but we believe that we will gain far more customers than we will lose. Our dedication to customer service combined with fair pricing makes us a far better option for Unlimited High Speed Internet and Digital Home Phone than any of the Big Telcos. We feel the CRTC are both on your and our side on this.

How often do you get to say, “Hey federal government, way to go!”

Worldline is dedicated to providing the best services we can at the fairest prices possible. That is our business model. That is why we are growing so fast.

Last year we introduced Unlimited Cable Internet to augment our Unlimited DSL service and it has been a tremendous success, providing an option for those looking to save on their Internet costs. It turns out, too much of a success. We’ve grown faster than our dedicated cable pipeline can handle.

We would like to say it’s a good problem to have, growing far faster than projected. However in this case, some of our cable customers are receiving poorer service than they should normally expect. This is unacceptable.

To address the problem, we’ve added a new and improved dedicated cable connection that  is more than capable of handling our existing customer base and our future customers as well. It’s big is what we’re saying.

Worldline Cable Internet Service Upgrade

As of today, all new cable customers are on this new service that promises stable, consistent speeds. Unfortunately, transitioning all our existing cable customers to this new and improved circuit is a time consuming process, meaning we can’t do everyone at once.

We have gone through the process to find the customers who are most impacted and we have prioritized their transition, but rest assured all of our cable customers will be enjoying a better online experience soon. 

As we work diligently to rectify this situation, we appreciate your patience, and apologize for any inconvenience.

– The Worldline Team

John Stix is the president of Fibernetics, Worldline’s parent company. Just over 10 years ago, he and a couple of his buddies started up a business in a basement, that has, in just that short span of time, turned into one of the biggest telecommunications companies in Canada.

That experience John earned is invaluable, and that is why he mentors at Startup Weekends, helping the next generation of entrepreneurs to realize their dreams. A global grassroots movement, Startup Weekends empowers entrepreneurs who are learning the basics of founding startups and launching successful ventures.

If you have a great idea for a business, app or service, the next 54 hour brainstorming extravaganza is coming up February 6th. Learn more about Startup Weekend Waterloo Region and let John help you in making your dream a reality.