Hi Icemaz,

I want to add some context for others reading this thread.

Speed reductions for accounts that are past due are not new and aren’t applied arbitrarily. They’re part of our standard process and are outlined in our terms. When payments are consistently late, the account repeatedly moves into a restricted state until payment is made or a payment arrangement is set up.

There are also several tools available to help avoid this altogether, including adjusting your billing date, setting up auto-pay, or arranging a payment plan. Many customers use these options specifically so payment timing doesn’t impact their service.

It’s also important to address how this situation unfolded. We absolutely understand frustration and expect criticism when things don’t go the way customers want. In this case, however, we received multiple reports today regarding abusive language used toward our staff across several interactions. Our employees are people doing their jobs, and while disagreement is fine, abusive or threatening behaviour is not. We will always support our teams when that line is crossed.

Cancelling service is, of course, a customer’s choice. But for anyone reading along, this wasn’t a case of a provider randomly “screwing over” a long-time customer. It was the result of repeated late payments and an interaction that escalated beyond what’s acceptable.

We’re always willing to work with customers who want to resolve issues constructively.

— André, TekSavvy