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| - The positive: TeraGo provided me with a very stable internet connection and I was happy with the internet and phone services provided. Up-time and speed was good. So in that regard, I am happy with TeraGo. But there is unfortunately more to the story and hence my rating above...
The negative: They are not cheap and you get pushed into signing 3 year contracts. I am also not happy with the way they deal with their current customers when unique special situations occur that require some flexibility -- they don't have any flexibility and only want to extend your contract (which is typical of most companies, so I don't blame them).
My unhappiness began only recently. We had some odd things happen that pushed our internet usage up way beyond our 210 gb bandwidth limit for ONE month. They contacted us and told us that at our $5/GB overage fee it was over $1,000+ in extra charges, but they were willing to waive it if we upgraded to the unlimited plan for an extra $200 a month for 36 months (and extend our whole contract).
We appreciated the offer and did some math and internal review and realized we would not be going over 210GB in future months so paying another $200 extra each month for 3 years did not make any financial sense.. If we were to go over 210gb each month then we would upgrade! But instead of listening to us they bring up graphs showing our monthly usage is trending up --- but they just didn't listen to us and understand due to internal things at our company our usage will be going DOWN not up.
So I asked them if they could take a look and consider dropping the overage fee a little (one-time special) as this was a rare circumstance where something went wrong on our network I asked them to consider it goodwill in helping us make a decision regarding contract renewal when its up. By the way, please understand I have no problem paying the $5 GB overage fee and have done so in the past when we occasionally went over a little. But when you go this far over, perhaps a break can be given on the rate so we don't have a $1,000+ in extra charges and it's not like it costs them $5/GB anyways.
But they still try to push me to upgrade. They were unwilling to budge and really only wanted me to upgrade plans and extend the term. I was already paying $575 a month for the internet services of 10 Mbps burstable with a cap of 210 GB a month. This is not cheap.... Plus I was paying additional few hundred for our phone services. And TeraGo was unwilling to have any flexibility to help us out (not even a dime, unless we renew for longer and pay more money).
We were going to renew our contract but now it is uncertain what we will do when contract is up. We looked around and found some other vendors have interesting options:
Current Plan with TeraGo: $575 for a 10Mbps burstable 210GB/month solution.
Plus our phone system SIP Channels and phone numbers were an extra $170 a month.
So we were paying TeraGo $745/month. $5/GB overage if you go above 210 GB in a month. So for the month where things went wrong our bill would be ~$2,000!
Our Internet our options from TeraGo:
Option #1 - upgrade to 10 Mbps up / down with unlimited usage - $869/month 24 month contract
Option #2 - upgrade to 10 Mbps up / down with unlimited usage - $749/month 36 month contract
This would have pushed us to paying Internet and Phone to TeraGo of $1,039/month or $919/month, depending on the option above.
But as I said, we will not be needing more than 210GB going forward so I can't justify spending $200 extra every month for 24 or 36 months.
A few alternative suppliers (call and talk to them at your own discretion):
- Telus 25 Mbps download (upload 5 Mbps); $90/month unlimited data (no bandwidth limit!!!). Yes, only $90/month compared to TeraGo's $749 to $869 with 2 or 3 year contract.... and Telus didn't require a contract at all.
- Shaw $80-90/month 50 Mbps down (can't remember upload speed but its pretty good) bandwidth cap = 400 GB/month. They also don't require a contract....
- Other telecommunication providers (Rogers, Bell, etc) have options as well - check everything first.
So there is the good and the bad. Talk to the other vendors and talk to TeraGo and make up your own mind. Don't take my word for any of it; do your own homework, especially before signing any contracts. Also keep eye out on the auto-renew clauses.
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