As you may be aware, TekSavvy relies on cable and telephone providers to connect your home to our network so that we can offer you our Internet service. This connection between your home and our network is often referred to as “the last mile”. It is named that way because most homes have only 2 wires entering their premises, a telephone cable and a coax cable. Every network operator must share these 2 wires to offer you service and we must coordinate with the owner of the wires. In Ontario we use a variety of vendors such as Cogeco, Bell and Rogers to connect your Internet signal to our network.
One of our vendors, in this case Rogers, reported that they are making many modifications to their network this month. They call this “node splitting”. Node splitting is when Rogers adds new equipment to service the growing number of people using the cable lines. As they add equipment, they disconnect and reconnect customers from one set of equipment to the other. When they do that, they have to pay special attention to move TekSavvy IP addresses from one piece of equipment to another, otherwise our users lose the ability to reach our network, and by extension the Internet (called a DHCP error). Rogers’ network change management procedures don’t seem to properly take that fact into account.
The net result is that with all the network changes, we have 300-400 users in the Rogers territory that report they are unable to obtain an IP address to surf the Internet. This is NOT how we want to treat our customers and I want to assure everyone that we are doing everything in our power to restore service to these users. We have been engaging Rogers in every way possible to correct the situation. Our CEO, our regulatory lawyer, as well as the entire operations team including me have been contacting the different departments and levels of management at Rogers to demand improvements and get our offline customers connected again.
We understand the pain and frustration associated with not having your Internet connection. We know that you rely on these connections to work, socialize and entertain yourselves. To be without Internet for a few hours, or worse a few days is not acceptable. We feel your pain. Everyone in the company is aware of the issue and all of our efforts are directed towards a resolution as fast as possible. I want to point out that this downtime also affects other ISPs who are servicing their customers in the Rogers territory. This is a widespread issue beyond TekSavvy’s immediate control and affects many people. To date Rogers has not provided us with notice of areas that will be upgraded so we can notify our customers, nor have they provided an ETA of when the issues will be fixed.
On behalf of TekSavvy, I wish to offer a sincere apology for the trouble and inconvenience this has caused our affected customers. We will be automatically crediting our customers who have open tickets with us and with confirmed downtime for the service that wasn’t rendered due to DHCP issues. We understand you would prefer to be online rather than receive a refund, and we are pushing hard to give you both.
Patrick Lalonde – COO/TekSavvy