What should you do if you are dissatisfied with the quality of your Internet service provider's services?

An unstable connection, slow speeds, or frequent disconnections can ruin your work, study, or entertainment plans. However, in Canada, particularly in Alberta, there is a clear consumer protection procedure and several levels of response to problems with your provider. By following the step-by-step advice below, you can stand up for your rights, get the situation fixed, or even switch to a more reliable provider.

1. Check the settings “on site”

Before contacting your provider, it is important to make sure that the problem is not related to your equipment or internal network.

First, run a speed test on several devices at different times of the day (for example, via Speedtest.net). If the results differ significantly from the terms of your contract (for example, the speed drops threefold during peak hours), this is the first reason for a complaint.

Second, check your router settings: – make sure the firmware is updated to the latest version; – separate the 2.4 GHz and 5 GHz networks to reduce the load; – place the router in an open area, not hidden in a cabinet or near speaker panels.

Third, connect directly to the modem with an Ethernet cable: this will eliminate potential Wi-Fi signal issues and allow you to more accurately assess the actual bandwidth.

If, after these checks, the quality does not improve and remains significantly lower than promised, proceed to the next step.

2. Document the problem

To obtain compensation or early termination, you will need a clear timeline of service disruptions.

  • Record the dates and times of each speed test and internet outage.

  • Take screenshots of the test results and router error messages.

  • Save ping logs to a stable external host (e.g., 8.8.8.8) to demonstrate packet loss.

  • Record your expenses if you had to use a mobile modem as a backup at an additional cost.

These materials will be your main arguments when negotiating with your provider or contacting the ombudsman.

3. Contact your provider's support service

The fastest way to resolve the issue is to contact your provider's support service. Follow these steps:

  • Submit a request through your personal account (MyRogers, MyTELUS, MyShaw) or call center.

  • Get the ticket number and the agent's name or ID.

  • Provide the evidence you have collected — screenshots, logs, test results.

  • Clarify the response time and steps the provider will take to fix the problem (e.g., line check, equipment replacement).

  • Record each call: date, time, what the operator said, and what actions were promised.

If the situation does not change or the quality does not improve within 48–72 hours, proceed to escalation.

4. Filing an official complaint and escalation within the company

Large providers have several levels of escalation:

  • Tier 1 (Front-line support) — regular service center operators.
  • Tier 2 (Advanced technical support) — technical specialists with a deeper understanding of the network.
  • Tier 3 (Management/Escalation team) — managers or special units for resolving complex cases.

Send an escalation request: in a written letter, indicate the previous ticket number, briefly describe the problem and your expectations (compensation for downtime, expedited engineer visit, equipment replacement). Tier 3 should usually respond within 5 business days.

If this is not enough, proceed to external protection mechanisms.

5. Contacting regulators and ombudsmen

5.1 CCTS (Commission for Complaints for Telecom-Television Services)

CCTS is an independent telecommunications ombudsman in Canada. It reviews disputes between consumers and providers free of charge. To file a complaint, you must:

  • Use all internal resolution methods available from the provider (close the escalation).

  • Prepare a detailed description of the problem, copies of all communications, and evidence.

  • Fill out the online form on the CCTS website and attach the materials.

CCTS will contact the provider and give them approximately 60 days to make a decision.

5.2 Alberta Consumer Protection Office

At the provincial level, the Alberta Consumer Protection Office (ACPO) helps with unfair practices. You can seek advice or file a complaint if your provider violates the Alberta Fair Trading Act.

Prepare:

  • Copies of the contract and all bills.
  • A description of the unfulfilled obligations.
  • Documents confirming the actions taken (letters, emails).

ACPO mediates between the parties and may recommend compensatory solutions.

6. Temporary workarounds

If the decision is delayed and you need internet now, consider backup options:

  • Mobile home internet (MiFi) — portable 4G/5G modems with unlimited or large data plans on month-to-month contracts.
  • Prepaid SIM cards — share internet from your phone or a special USB modem.
  • Public Wi-Fi hotspots — libraries, shopping malls, Shaw Guest network, TELUS Public Wi-Fi.

This temporary solution will allow you to stay connected during the claims process.

7. Change providers

If the previous steps did not improve the quality, it is advisable to choose another provider:

  • Research new rates and promotions.

  • Order a no-contract plan (Ignite Flex, PureFibre Flex) or a short-term contract for a trial period.

  • Agree on a switch date to avoid service interruptions.

  • Ask the new provider to cover the early termination fee (many companies offer this to attract customers).

  • When the new equipment is installed, check the speed and stability at the engineer's location.

Conclusion

Low-quality internet service in Calgary is not a death sentence. Consistent testing, meticulous documentation of violations, and escalation first within the provider and then to CCTS and the Alberta Consumer Protection Office will ensure legal protection and the possibility of compensation or early termination of your contract. Temporary solutions and timely provider changes will help you stay connected and ensure uninterrupted work and entertainment for the whole family.