When you contact technical support at one of the big providers, their goal is to get you off the call as quickly as possible. The goal with Internet Lightspeed technical support is to solve your problem, however long it takes. read more

I'm now stuck in a bait and switch scam. I upgraded to the 1Gigabyte plan, but am only getting 500mps. Lightspeed internet has confirmed that I'm only getting 500mps. Apparantly, I gave up my 300 mbps plus free modem rental to upgrade to the new faster plan which they could not provide. Lightspeed Internet will not give me my old plan back at my old rate. I complained within a day of the switchover. They now want to charge me twice what I paid before for the same 300 mbps plan. A word of caution - never upgrade Whatever happened to customer satisfaction read more

They have a list of answers to your problem. The first answer is buy a faster service from us. All the rest of the answers are things that are causing it that have nothing to do with them. At no point will they consider their service IS the problem. And most of the answers they come up with are just SOOOO far fetched. read more

Where s the service you won't last long in this town terrible installation looks like they threw it on the lawn and left it i hope everyone see's the horrible job because it's not a professional job my 5 year old could have done a better job read more

TERRIBLE experience. NO INTERNET FOR ALMOST A WEEK after singing up. You get what you pay for! I read positive reviews and signed up based on what I read. I made sure to note that I did not currently have cable and selected a date for a tech to come to do the install. Somewhere on their end they cancelled the tech without notifying me. The appointment came and went and NO ONE CAME. I called and was informed that somehow I had been switched to a remote install (would have been nice to know). I was told how to do the install myself, but of course that was unsuccessful. Now the soonest they can get a tech here is almost a week from my install day. I work from home and am now hotspotting off of my phone. I have spoken with the company - they offered not to charge me for the week since I can't use the internet (how nice to not have to pay for a service I am not getting and NEED), and two additional weeks of internet (so basically $15) - NOT GREAT. I would just leave, but they also mistakenly charged me for a wireless router. I called to correct that and was told I was getting a refund. Instead they gave me a credit. SO NOW THIS COMPANY WHO HAD NOT PROVIDED ANY INTERNET TO ME HAS over $300 and I HAVE NO SERVICE UNTIL THURSDAY at the earliest. read more

We've been using Lightspeed cable internet for 4.5 years now, and we have no significant complaints. Service has been stable and reliable, always delivering a bit more than advertised speed, which I guess is mostly due to Shaw/Rogers. A few minor issues with unannounced changes to the Lightspeed email server, but eventually resolved. No price increase by Lightspeed in that time, but first-time subscribers should note that they charge the first and last month fee in advance, and they hold on to the last month fee as long as you are a customer. read more

I should have read Yelp first. Decided to switch from another carrier. I actually went to the 'call centre' in Burnaby. I was charged way more than what their website claimed. They blamed the other carrier for the excess charges, as in another $270+. They said it would be two weeks before the switch and gave me a box with a part, for the switch over. I just kept it unopened. Over two weeks went by, no switch. Again, they blamed the other carrier. It would be a month. I thought about it and decided not to switch. Read Yelp. Lightspeed is at the mercy of the larger telecommunications companies. Lightspeed must be bottom of the pile for any work to be done. Phoned and was assured that if I brought the box with the part in it, I'd get a refund. I figured it would be when I handed over the unopened box. I went back down to their call centre. The fellow said they'd have a tech check the box before issuing the refund. I'd not been told that on the phone. I told him 'you are just a bunch of liars' and left. I did get my refund a few days later on my card. They don't give you all the facts up front so you can make a decision. Maybe the other carrier is charging extra, or it is a money grab for Lightspeed. I am staying with my current carrier and have cut back on internet speed and dropped the excess fee for going over data limit. Not anywhere close to the limit at any time. read more

Great prices and great customer support. Been a customer for over 10 years. Will never pay the outrageous prices that the big boys charge. The service has dropped a couple of times as a result of Shaw doing work on their systems. read more

We have used Lightspeed for about one month. Everything seems to work as it should. When I have required IT help, I did not have to wait long before I talked to a local person, who walked me through my minor issues. The rate for the internet is competitive. read more

One of the many 3rd party internet providers out there that are way cheaper than Shaw and Telus. Lightspeed is a few bucks more than Surf, but their customer support is WAY ahead. As long as one doesn't get the dreaded voicemail. Best to just keep calling in. They sell unlocked hardware directly, and there is a selection of equipment which is nice. When I had billing issues, customer support was very courteous and everything was sorted out very quickly. Their office is in a really weird location. I drove right by it several times looking at the wrong business park. Look carefully at where the pin is on this map. Everything works as advertised, and I am happy. read more

Lightspeed Internet - Parking spot sign~ - Internet Service Providers Near Me - Burnaby, British Columbia

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I was planning on moving the VoIP I have to another provider simply because I cannot update the ATA firmware without something happening. First, the IP address of the phone adapter is firewalled, and then when I try a newer update, I can't check voicemail. It was, or course, my fault for that happening. I only managed to get 3 other updates installed successfully. So, rather than moving just the phone, it'll be Internet too. Websites that used to load quickly now take a few seconds (10+) to render the whole page. I'd mention it to them, but I know it'll be my fault. Look for someplace else. read more

Worst customer support in the industry. So many issues getting initially set up and then completed 1yr commitment so advised to call for 'existing customer promotion' - which was nothing more than the same deals posted online....except this provided them an opportunity to suggest that we upgrade the modem and bandwidth BUT 'forgot' to tell me there are charges to 1) ship modem, 2) swap the device in their system (yes, 2 charges related to same device exchange) and 3) also a fee to change speed....3 charges that were completely left out of the conversation but knowing others with the service, I had some idea that they would emerge...but only if you know enough to ask. A bit cheaper than Shaw as a standalone product but sales/service is even worse (if you can image that). We keep it because it saves a few $ but will switch immediately if we have line issues as they are both under-equipped and under-trained other than to answer phones and providing lip-service. read more

On day 4 right now and the modem is still not working. Never had this happened before. Spent countless hours on the phone and had two separate technicians give me the wrong information that caused even more hours on the phone with the router company for no needed reason. Was told my modem was online when it never was. Then was told I would get an answer by the following night and called again, spent 50 mins on the phone to find out that was never going to be the case. I need help and need internet right now. 4 days is too much when you need to work from home and plan your life around a new place. read more

Very much a 'you get what you pay for' company. Used them for a few months, service was spotty then went down entirely. They have none of their own technicians so need to rely upon Shaw techs and are at the bottom of the barrel for service speed. Took 8 days to get a technician in to look at the problem and then he couldn't figure it out. Couldn't wait another 8 days so cancelled and moved business to Shaw. LightSpeed had the audacity to charge a cancellation fee despite not providing the service they were paid to provide for over a week. Not worth the small amount of savings you get vs the big names. 0/10. read more

Frequently down. Resetting the modem doesn't help. Just poor connection overall. Speed is roughly what I pay for.

Referral code: 62061 (We both get $10 off each month) So far so good. Paying way cheaper than Shaw's basic internet plan. Make sure you buy a router because your WiFi speeds will be capped at 50mbps and also makes the modem they provide not as reliable if you do get the modem/router combo. read more

Get $10 off with my referral code at sign-up - 48580 We both get $10 days off. I've been with Lightspeed for about a year now. For $49, I get 300Mbps/20Mbps for $50/month with unlimited bandwidth. The price also includes modem rental. This is of excellent value compared to Shaw's offering at $80/month for the same plan. Every time I called for technical assistance, the associates were very helpful, they spoke in a Canadian accent and communicated clearly. I believe they are working out of their Burnaby, BC office which is a plus because I don't like to deal with call centre agents from India in which I have difficulty understanding what they are saying. Most of the time, the call quality isn't great either. If you are with an existing provider, do not cancel their service until you sign up with lightspeed.ca's online form first. They will instruct you thru email what to do next after signing up. A date will be given on when you should tell Shaw/Telus when to disconnect your service for a smooth transition from their service. I transferred over from Shaw and never had any problems. Be sure to sign up on Lightspeed during the beginning of the week rather then on a Thursday or Friday. This will provide sufficient time when porting over from your existing provider. If you don't have an existing internet provider then signing up is a breeze, just go onto lightspeed.ca, and sign up thru their online form. My only gripe with lightspeed is their lack of email support. Usually it takes them a few business days before they reply. So your best bet is to just pick up your phone and dial their technical support line whenever you need assistance. With that said, I am a happy customer and I do intend to stay with them for the foreseeable future. Get $10 off with my referral code at sign-up if you felt this review helped - 48580 read more

The coronavirus pandemic has brought out the true colors of many businesses and Lightspeed is one of them. This disgusting business and their worthless technical support team did not offer any empathy or compassion in the face of a crisis I faced. I asked them to cut off the internet because I was moving internationally. When my plans were postponed, as millions of travel plans have in light of global travel restrictions, I asked them to reinstate my internet until the end of March...just 5 more days ( monthly fee I had already paid on March 1st). Instead they had the gall to tell me they cannot reinstate the internet now without charging a $75 fee. Given I was working from home, and all cafes and libraries and places I can access internet are closed because of the lockdown, this leaves me high and dry. Their technical support team were jerks about it and had the nerve to suggest it was like asking for free stuff. Are you kidding me?! I could think of a few words to call him which I won't be able to put down here. In summary, absolutely worthless company with horrible customer service, a mediocre product, and disgusting tech support. read more

Decent enough for years, recently quite shite service. Drops in service happening too often and some lasting too long to consider "normal".

Have never had such an issue with an internet company. Took almost a year to get my credit after I cancelled, (due to tech support trying to upsell me), and then after being told by three different agents that I would be getting the credit, was shorted when I finally did. The manager was rude and unprofessional. I would much rather pay more for better service. read more

Been a client for several months now. My experience is positive. I switched from another provider and the support folks at Lightspeed (both technical and billing/admin) were very helpful. I didn't have any serious technical issues since then. The connection is stable; speed is as advertised. The was a bit of miscommunication at the very start about the deposit, etc but nothing bad and it was clarified fairly quickly. If anyone needs a referral code, here is mine: 68530 read more

It took me 10 minutes just to be able to write this review. The speed is so slow and they blame the modem they sold me as there fastest. Said I'll have no issues. Right. read more

Lightspeed Internet - Internet Service Providers Near Me - Burnaby, British Columbia

Still a happy customer. What people have to realize this is a 3rd party Internet company playing against the big boys like Shaw who don't also tell them the truth. Recently they upgraded Bowen Island, made some configuration changes and when my internet goes down, we log a ticket only to have Shaw come back and say nothing is wrong knowingly​ that they made changes. Lightspeed suggested it was my 'old' router which of course I laughed at because I knew shaw had made changes. Lightspeed rely on Shaw to provide timely and honest updates which they don't always get. I save over $480 a year using Lightspeed vs Shaw plus I get unlimited Bandwidth as a bonus. Lightspeed do their best to help you but all their support staff are not equal, sometimes you will get helpful people and others not so much. i think this has improved I may be wrong. Overall I am very happy with the service I get from Lightspeed, I haven't had any price increases where I have heard Shaw is going up to $90 for the same service which has limited bandwidth. Don't expect all the bells and whistles you might get from Shaw or the service (When they eventually do show up), do expect to get someone answering the phone almost immediately and being as helpful as they can. Again great work Lightspeed, keep it up. I am not affiliated with Lightspeed in anyway, just a customer who works from home 5 days a week and requires a stable service for livelihood​. No you don't need a $297 router as someone on yelp claims, they give you a modem just like Shaw would, what you choose to put behind that modem is up to you, it can be nothing or it can be a $300 router/firewall or it can be a $50 switch. read more

Once you have service up and running it's probably very good But watch out. After waiting over a week to get service activated I was told I'd need repair service to check out why the modem wasnt connecting. Had an appointment 5 days later. Waited at home for 4 hours and no one showed. Had another appointment scheduled 4 days later again and yet again no one showed. 4 more hours wasted. During all this time customer service, while not unpleasant, did absolutely nothing to ease my anger at all my time wasted I finally had enough and arranged other service. I cancelled the service and returned the equipment promptly. Now I've been waiting for over a week for my refund. But they sure took my money promptly. Over a month ago now. I personally don't recommend using them. They have to rely on Technicians from another company which they have zero control over and can have you waiting a long time. read more

I found out my bank's auto-billing was double-paying lightspeed and I now have a huge credit with them. When I asked them to return my money, they rejected me. I am actually shocked that they think they have any right to my money. Does anyone know what I can do to fight this? it's some $600 Furthermore, when I asked them to include a Manager to the email chain, they stopped responding. read more

I have had service with Internet LightSpeed for a few years and asked if they could increase my upload speed as advertised on their website for no charge. I was assured that I could keep my plan and pricing if receiving the faster upload speed. They lied to me and claimed it was just an error on their part but they would not put me back to my original pricing - but downgraded my upload speed back to what it was previously. I will never trust what they say ever again. I may change providers as well. This is a horribly run company that deceives and tricks people by claiming their staff made errors and then won't do anything to undo their supposed mistake. Don't become a customer of theirs. read more

Worst internet company for customer service. Sent e-mail three time to billing department asking for service to be cancelled and it's two months later and they are still billing me. Price might be right but service is something to be desired. read more

Very bad service. I took a 1 year contract, these were the issues: - first problem was that everything is set up by phone. When there is a problem they tell you what to do over the phone. A waste of time! - when there is a technical issue, they send a technician from Shaw, which can take up to two weeks to get am appointment. The guy from Shaw eventually didn't show up. In stead he called me an told me that those guys from Lightspeed have no clue about the technical aspects of your internet, they just do admin. As a result they gave me a modem/router that is totally outdated and not capable of offering the speed I am paying for. - I had someone call me to then tell me I should buy my own router extra to get the speed... I mean, what the hell am I paying for then??? - lightspeed in the meantime, keeps sending me their bills, while nothing is resolved. Conclusion: a total waste of money! read more

BE FOR WORND READ BEFORE YOU BUY THEIR SERVICE. Share please only the truth will make them account to you for better service... 7 years supporting internet lightspeed. I moved under medical reasons from one unit to another unit in the same building. Then was told my rate was going up from $49 to $70 a month. That's when I told internet lightspeed I was leaving them for a company with better rates. I returned their equipment and after many attempts to get some proof that I did give the modem, power supply, and internet wire back I expected my refund back. Well I guess the joke is on me. I have had nothing but greif. First they said they send me emails with an e transfer. I never got the. Then more time has gone by so I phoned ne them again. Now they say they sent it to the credit card on file. That's great but I don't have a card on file with internet lightspeed that I have access to. I asked them to send my refund by cheque from the beginning but they have refused my request. So once you do business with them and you can no later nger afford their rates consider your money theirs. They do nothing to accommodate their former clients to even spending $2 to mail you a check and considering I spent thousands with them you think they would still want their former customers leaving with a good experience, and good feelings. Hey thanks for giving my money to someone else who holds that card number because it's sure not me. I promise if I I would have come back if you internet companies were not so gready. Well never to Internet Lightspeed... Be worned it's your loss when you trust companies that do the right thing after you give them back their equipment. Get the refund first before you hand in their equipment this will make sure that the playing field is even. I paid my bill for 7 years why don't you give me my money back. Darcey Middleton read more

The price is not to bad but service is lousy. Their invoices are not to understand.. they never write down what I'm paying every month and I get a disconnection notice every single month even though I make a payment every month. I have internet and phone service with them but the phone always stops working read more

I have been with this company for many years. At first, they were fine. The prices were affordable and the service reliable. In the last 2 years I have at least one outage a month and sometimes more. I need to switch to a more reliable service even if it costs more. Avoid this company if you want reliable internet access. read more

Billing practices are very poor. Received my invoice on May 1. Less than a week later they cut off my internet. Now it is less than 2 weeks and they cut me off again. They do not seem to care to much about offering service but are more than happy to harass you for a bill less then 2 weeks old and disconnect you. read more

Updated review: I find it highly suspicious that Yelp has decided to show only 4 positive reviews, while suppressing 32 other reviews using their proprietary Yelp "filter." After requesting a refund, I was informed that I would have to wait to receive a refund via cheque, even though I had paid electronically. The check arrived over a week late. A fitting end to my relationship with a terribly amateurish business. read more

I've used Internet Lightspeed for a year now, and never had any problems, not even now that I use it to work from home due to Covid-19. My connection isn't always as fast as advertised, but I understand that most ISP speed ratings show you only the max speed which you get only when fewer people are using the network. read more

I was , note was a customer for two years. Bought their top router, and had phone box for VOIP. Last September things started to go south, first phone kept going on the fritz. Did the usual unplug and reboot, that worked for awhile. Than it got more frequent, as well internet would be lost. After numerous calls to Lightspeed's technical support, they had Shaw come out and check service lines. Some deficiencies were found, and fixed, but few weeks latter we lost everything. Spent many hours on the phone with lightspeed technicians, after a week had pasted with no results, they put in another work order for Shaw to come out a second time. This took another week for Shaw to show up.The Shaw technician said everything was fine, and told them it was most likely the Technicolor model TC4400 router I had to buy from them. The one they kept telling me was fine and working. so after all this they decide to send me out a new router, not by FedEx or expedited mail, no snail mail. This turned out to be another week to wait , than with road closures due to floods it was delayed again. So need to say we went back to Shaw, got a TV and higher speed internet package for less money than we were paying before. Now I have to fight with them to get my money back for the month I was without internet and phone. These guys have no way of checking their equipment remotely. Their customer service lacks the will to go aboveboard to make up for their short comings. You would think the trouble we went through, they would at least offer you a couple free months of internet to keep a loyal customer,. I would have gave them a zero but it wasn't an option. read more

I took Lightspeed internet in September 20 and they said they will send a technician to install. I waited the whole day and nobody showed up. I phoned them and they said, nobody was supposed to show up. we sent you the modem and you should plug it into the wall yourself. I asked about LAN cable and they said you need to buy it yourself and if we don't hear from you until 8pm we will consider it installed. I got it working however it was having interruptions every few minutes, so working from home was impossible. I would drop out of the meeting few times per hour. I phoned them like over 10 times saying that something is wrong with a modem and even when I pug my laptop to modem it doesn't work. internet drops every few minutes. they promised that technician from Shaw would shop up in 6 days. Nobody showed up. I phoned and phoned, and sorry it was a mistake. They will now for sure schedule it, but again you need to wait x days. Of course nobody showed up again. In my course of calling, they intentionally drop the line on you every time. so you spend like 2 hours with 3 different people on the phone. they genuinely DO NOT CARE about their customers and probably only a person of very low moral norms could work there. They promise you that you will be refunded and they not only not refund you, they charge you more!. First they take 2 months deposits (which they won't tell you when you are signing up) also they claim that you are on one year commitment which is not true. all in all. Tons of stress for a month. over 200 dollars taken by Lightspeed for that one month. I spent tons of cell phone data. Spend so much time phoning them and giving them another chance. This company is not worth it neither employees that work there. They are systematically lying to people with no shame, they are stellar example of why people hate 1-800 numbers, hanging up and playing endless games and they are well aware their modems are not working properly, so if you got a lemon, you'll never get their internet working. I see some posters here also commented that Lightspeed tech said: "I can see your modem online" which is a complete lie. I'm saying no my modem is turned off and I want to cancel my service. they were repeating how they are seeing my modem and everything is working. I told him, my modem is in the shipping box and unplugged, I'm just calling you for the address where to send it. I ordered Shaw and on the same cables (that they claimed where faulty) my internet works just fine. save yourself a hassle! read more

Two years ago I requested my internet service to be shut down at my old address and opened up a new account at my new address because I moved. It wasn't until my internet went down for over two weeks, yes TWO WEEKS, that I realized they had made a few big mistakes. 1. First off, I went to the office to buy a new modem (that I didn't need in the end) and saw that they had lowered the price of my internet package. Of course they didn't let me know of the price drop and were charging me the same amount ($40). Seems counter intuitive, older/loyal customers pay more? When I asked to speak to the billing manager, of course she was too busy to speak with me. I asked for retroactive credits for the extra amount I was paying and I was denied. 2. Internet was still not working, at this point I had spent over 10 hours on hold talking to staff, trouble shooting internet issues at home, buying modems I didn't need. Finally they realized they were trying to trouble shoot my old address. Then I found out I was being DOUBLE BILLED FOR TWO YEARS. Yes I am an____ for not checking, but who checks their internet bill every month? It never changes. I confirmed with an employee that I had requested to have my internet shut down. Then all they offered me was a couple months in compensation. I asked to speak to the billing manger, too busy to talk to me. Finally, after trying to explain that it was their fault for not shutting my internet down, they offered me 1 year of internet. I asked to speak to the billing manager, too busy to speak to me. Do I want to waste anymore time and energy on this company, nope. I'll take my year and move on. Internet Lightspeed owes me $480 and refuses to pay me back. I guess you get what you pay for? And in this case, I got nothing for what I paid for.... read more

Worst customer service ever. As an internet provider they are ok, but if you ever have issues you might as well bash your head against a wall - because they won't have help or answers. read more

The service in Vancouver might be okay but it sucks in Calgary. We set up two accounts, one for my Mom and One for us. First, you have to submit an online form with your order. The issue is there is a delivery charge which they say is minimum of $12 but we paid over $80. Nice! Then they sent the wrong modem to my Mom's place but charged us for two installs. Also, expect to get up and running at least 2-3 weeks after you order the modem. Over a week to get the modem and a week to get the installer booked. Next, they charge your monthly service as soon as you submit your order form. I should have read the Terms closer, this is what it states; "The first month and hardware sales will be charged today". The service is extremely throttled using the $40+/mth cable plan, we left Shaw's lowest Internet service and it is faster than this plan. I hear they leaverage the Shaw backbone, maybe, but they throttle the heck out of you. The tech support doesn't exist and the customer support is horrible. read more

New customer - two billing errors in 3 cycles. The second one they actually tried to claim that my bank "didn't send them the money". I asked FOUR times, via email and phone to speak with a manager. They were not only evasive with that request when they finally granted my request and someone called me, they claimed to be manager, but I later found out that she was NOT. If you have to deal with this company, they're a nightmare. Evasive, dishonest, and clueless. Frankly it's worth it to pay a little extra and deal with a company that knows how to handle customer issues. read more