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We would like our cable internet subscribers in parts of Ontario to know that we are very aware of the slowdowns that some of you are experiencing. As we have communicated previously, we increased capacity in December, which helped for awhile, and at the same time ordered more capacity for January. That additional capacity is expected to come on line in two days. If all goes as expected, that should alleviate current speed issues.
It is important to point out that with regard to this particular cable service, we do not have a direct relationship with the incumbent provider of bandwidth yet. We still obtain the service through a third party, and that third party orders the additional capacity for us as we request it. Unfortunately, despite the best efforts of the third party, this is not an ideal situation, as the insertion of another layer of complexity in an already complex relationship chain introduces delays, uncertainty at times, and always, additional costs to us. Even with the reorganization of arrangements with the third party supplier over the last several weeks, those delays have not been completely eliminated.
When we launched VMedia we did not foresee the degree of demand which we have been fortunate enough to experience, and importantly, we did not expect that the process for a direct relationship with the incumbent provider would take so long. In the face of those circumstances, we have been trying to provide the best service possible. Unfortunately that service level does not match that of the providers which we deal with directly. Despite our best efforts, we simply do not have the necessary degree of control in obtaining bandwidth and serving our customers as we want to have. For this we apologize. It is our problem, not our subscribers', so we do not expect forgiveness but we do hope for your understanding.
This period of difficulty will, we hope, pass very soon, and we look forward to being able to provide the level of service that all of our other internet, TV and phone subscribers have come to expect of VMedia. Thank you for your continuing patience and understanding.
It is important to point out that with regard to this particular cable service, we do not have a direct relationship with the incumbent provider of bandwidth yet. We still obtain the service through a third party, and that third party orders the additional capacity for us as we request it. Unfortunately, despite the best efforts of the third party, this is not an ideal situation, as the insertion of another layer of complexity in an already complex relationship chain introduces delays, uncertainty at times, and always, additional costs to us. Even with the reorganization of arrangements with the third party supplier over the last several weeks, those delays have not been completely eliminated.
When we launched VMedia we did not foresee the degree of demand which we have been fortunate enough to experience, and importantly, we did not expect that the process for a direct relationship with the incumbent provider would take so long. In the face of those circumstances, we have been trying to provide the best service possible. Unfortunately that service level does not match that of the providers which we deal with directly. Despite our best efforts, we simply do not have the necessary degree of control in obtaining bandwidth and serving our customers as we want to have. For this we apologize. It is our problem, not our subscribers', so we do not expect forgiveness but we do hope for your understanding.
This period of difficulty will, we hope, pass very soon, and we look forward to being able to provide the level of service that all of our other internet, TV and phone subscribers have come to expect of VMedia. Thank you for your continuing patience and understanding.
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