This man with dementia was denied internet due to a phone call confrontation — but he can't remember the call

When Andrew Poisson called local internet provider MNSi, looking for coverage for his aging parents, he thought it would be simple enough to get their service changed over.

But that's when he says he discovered the household had been "blacklisted" by the provider over a reported phone call confrontation between his stepfather, Don and a company representative, years ago. 

But the catch? Don  has Alzheimer's and has been losing his memory for more than a decade. He has no recollection of any phone call. 

The family's internet went down last week and since it was becoming a more frequent occurrence, decided it was time to switch providers. Poisson contacted MNSI because they have good coverage in the neighbourhood and it's what many of their neighbours use.  

"And when we tried to get them to come out and hook it up, we found out that my parents were blacklisted," Poisson said.

"The only reason they gave was there was some kind of verbal confrontation years ago with my stepfather. My stepfather's 88 years old, he suffers from dementia and he doesn't remember any conversation with them."

Poisson, who is visiting his parents from the U.S., said the company didn't provide any information regarding the refusal, but just mentioned his dad's name.

When he explained Don's disposition in a call Thursday morning, Poisson said it didn't make a difference. 

Don also said he doesn't remember that phone conversation.

'Not right'

Kathy Daly, Don's wife, said they had tried to get MNSi services a couple of years ago but were denied for the same reason. 

"My husband is the mildest person. He doesn't confront or swear or do any of these things," she said. 

"Anybody who knows Don would find it hard to believe that he would have a confrontation with anybody about anything."

Kathy said she asked customer support for a recording of the phone conversation but was told that it had been erased. 

"I wish they would come to the house and meet Don and know exactly who they're refusing service to," Poisson said, urging MNSi to make the effort "to at least know the customer".

"It seems very discriminatory and not right."

Poisson said Don is "a wonderful human being" who has done a lot for Windsor.

'Decisions are based solely on the nature of the interactions': MNSi

MNSi will not reveal the specifics of individual customer interactions citing privacy concerns. The company did not directly respond to the family's concerns.

In an emailed statement, company's president and owner Clayton Zekelman said that while they strive to resolve concerns, they cannot tolerate conduct that compromises the well-being or dignity of their team members. 

"When decisions are made to refuse service as a result of interactions between customers and our staff, such decisions are based solely on the nature of the interactions and are in no way related to any protected grounds under the Canadian Human Rights Act or applicable provincial human rights legislation," he said.

'Unfair' that a company can't understand

Don worked at CBC Windsor from 1965 until 1990 as a sports broadcaster.

Kathy says she wants to know why the company can't be more understanding. 

"The whole thing just seems unfair and I don't know why," she said.  "What could Don possibly say, that would be so bad as to deny service. It just does not make sense in my mind."