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
Thanks for the update.. It’s a shame the other service providers didn’t follow the same business practices.. But then we wouldn’t be TekSavvy Customers!!
This blog is fantastic! Keep it up!
Wish you best of luck bud! We are in it to win it
This is the first update with substance from any authoritative TSI representative in the 8 days since my outage began November 10th.
Aside from actions addressing the technical issues, TSI needs to mature the management of your customer relationships. It is true TSI is reliant on third party infrastructure but communicating with TSI customers is no one’s responsibility but TSI’s. It is inexcusable that the first public, authoritative acknowledgement comes after 8 whole days.
8 days credit does not begin to repair this relationship.
I make specific suggestions in a prior post that should merit consideration: http://www.dslreports.com/forum/r26564272-
Mea Culpa. You are right Conan, we didn’t do a very good job of communicating what was going on behind the scenes. There was a hesitation to post that we didn’t have any real updates. We have never been in a situation ourselves where an outage with a vendor has lasted so long without any tangible information to share. What we’ve learned from this is that it’s better to have an update with no news than no update at all, if only to reassure everyone that the issue is top of mind.
Hopefully this blog and these posts are a good first step on the road to regain your trust.
Very glad you’ve realized that now; I was *that* close to apologizing to friends that I had recommended TSI. Multiple updates a day would be the best, on the status page *and* on this blog. See, only if you post detailed accounts of who at TSI contacted whom at Rogers when, only then your “in all ways possible” will be credible. As a customer, I want to know exactly what’s going on inside your company, and why it really is Rogers who is to blame here, in terms of contracts and deadlines and technicalities. Full transparency please!
But thanks for taking this first step. I wish you (and all of us) best of luck with this. Now more than ever does Canada need you independent ISPs
I love you Pat!
*blush*
thanks for this –I noticed recently that cable runs on 1 wire, and the phone runs on 2 ….either way the diameter of the wires is about the same….
Appreciate the concise but informative update. I’ve been down since Monday and yes I would have liked to see this sooner, but better late than never. And I bet you had I been with Rogers I wouldn’t even get this update. I’ll just be told to keep waiting.
How are your Internet-less customers supposed to read this update again?
People who can’t access the blog call our office and our agents can relay the information. Alternatively, it’s hoped people can access the information from work or from their smart devices.
Some of our customers were afflicted by the problem temporarily and they are still curious to understand the reason for the outage.
Patrick, The update on the blog is late but posted, thank you.
TSI now needs to communicate this update to customers in the affected areas via email, as not all customers or are aware of the blog site. Customers should be updated automatically, and not need to search for it. Remember even though there is no significant new information on an issue, letting people know the situation, and letting them know you are working on it is in itself an update. When nothing is updated, customers get the sense of “we don’t care” attitude, which I am sure is not the case. My service was restored Tuesday, I expected an email informing me of what happened.
I am hopping that this incidence has taught some lessons to TSI management on “customer service”.
“Good service is important, Keeping customers informed is critical”
Your explanation was professional, and I accept it. I’m a new TekSavvy customer as of activation date November 3 2011. I love my plan, and have paid 4 3 months in advanced for your cable lite service. I still believe companies like Rogers, and Bell sabatoge third parties even if they are being paid. I don’t gave proof, but if it came out some how I would enjoy there fall in the eyes of Canadians. I wish you gasp a call centre in toronto. I use to work on behalf of Apple Inc for desktop tech support at 10 Kelfield drive in Etobicoke, and I believe that 7 floor building is still up for sale or lease. Hint hint…
My wife and I agreed that we’d prefer to give you our business rather than one of the larger companies. I’m all for the free market & competition and bowing to the “big guys” does not encourage that. My wife and I agreed- we’re sticking it out
very sincere Mea Culpa. However, it is preposterous and unbelievable to say that CEO of teksavvy still does not know about the end of this chaos. I have been losing a lot of time and money for not able to have access to the internet. Sincere Mea Culpa must be followed by appropriate actions. If Teksavvy does not offer a satisfactory credit back to customers and me, I will take legal action against the company and its affiliated providers.
I agree with you, it is preposterous that we have not been given an ETA for the resolution to this problem.
We will issue credits once the issue is resolved and there is a clear understanding of how long people were affected.
Dear Patrick,
I am considering to connect to your service and already have a cancellation date from rogers. One question which I did not get from both your customer service and technical support is how can i truck my cap usage and how you warn me about my available cap. In Rogers there is a very small usage allowance, and this is a reason to leave. On the other hand, they give me usage per day for each day and issue warnings about my 75% and 100% of usage allowance…
This problem has been going on for many weeks, I had a 5 1/2 day outage at the end of October, which was also a DHCP server issue. Now I’m worried that this is a rolling DHCP issue, and when my modem renews it’s lease (which I’ve heard is every 30 days), I’ll again run the risk of losing my internet service for another extended period. Surely there must be some kind of legal recourse to enforce Rogers to attend to this issue in a timely manner, week long outages are outrageous, we do not live in a third-world country for pete’s sake!
Well 5 day is better than 3 weeks. When I was with Prius I had no internet for 3 weeks, no apologies and no refund. Problem was simple to solve but I had to figure what’s wrong.
Great update. Though not adequately timely, it is honest. This is why I decided to sign on with Teksavvy amidst a major outage. I am paying more than my current service and hope get a better value. Future service improvement and better communication will be keys that keep me staying. With management reaching out to customers, I hope its a good sign.
Lunchbag let down They squarely do everything they can to blame rogers and say they are doing everything they can.. when clearly They are not there is nothing on file with the crtc from them, As MUCH as i love teksavvy They are basically a bagman for rogers And until they actually get some traction with some actual laws or do something other than Moan. Nothing will happen example
Rogers tech: Boss teksavvy again about that “accidental DHCP issue” were currently experiencing what do i say?
Boss: has it been 48 hours yet?
Rogers tech: Nope just got the email.
Boss: wait 48 hours then Email back That there is No issue at this time and send them a Bill for your time,
marc/rocky: DOH! more timmies for the office.. going to be a long night how can we spin this so its not our faults?
and I was just thinking of getting on the cable bandwagon now that my grandfathered DSL has no more advantages after November 15th. However, the fact that teksavvy doesn’t seem to have proper wholesale agreement nor the connections into Rogers management is concerning. I will be sticking with 3mbps DSL for now, much as I hate to say. At least it is extremely reliable and widespread issues like this do not happen with Bell
I’m very upset with the recent outage- Rogers is obviously hurting the reputation of this company, but a fix needs to happen FAST. I’ve been without service for about 2 and a half weeks and I’m getting fed up.
My internet has been down since November 11th, This is messed up, i end up calling atleast 2wice a day to get some updates but i get nothing…Life without internet is getting messed up here..
Thankfully I haven’t had any outages. But if this eventually happens to me, I won’t be upset with Teksavvy, I’ll simply be even more upset with Rogers.
People should call Rogers and let them know how annoyed they are and that while you may not be a Rogers customer, your family and friends might be and if Rogers wants to destroy your service with Teksavvy, then you will make sure everyone knows what they are doing.
Also contact your local politician, contact the mayor, contact the crtc. I mean, it’s not like it’s 1920 and you have to go make ink and use a feather to write a letter and then have it delivered by horse carriage! It takes a couple minutes to email people who – provided enough people complain – care about what you think.
The reality is that going with Teksavvy means you are fighting back against the system and you have to expect that the system is going to try and make you pay for that. If anything this is just proof of how critical it is to have alternatives to the big boys who want to milk you for every penny they can get from you.
Anyway, just my two cents and how I see the situation. It’s ok to get angry, but I think it’s important to get angry at the right people.
‘rob’ you are correct but misdirected to absolve TSI of fault. I am angry at Rogers but TekSavvy is also very much at fault here. It is beyond any reasonable person’s expectation that the first official communication occurs via a **blog** posting EIGHT whole days after being completely blocked at any request for information.
TSI stonewalled their own customers. That is not Rogers’ fault.
Patrick’s mea culpa is a first step but actions speak louder than words.
As with “Khoa Nguyen”, “Arewin Purbà” and “Imran” I am hopeful TSI does more to remedy their failure. A proactive phone call would be nice. I have never received a single call in over 9 days. More transparency would be nice. A new customer relationship policy would be better. Compensation is just another aspect of managing customer relations. There is a lot TSI could do. This post provides more background information: http://www.dslreports.com/forum/r26561577-
I agree with Conan. My patient is up to the ceiling and I’m so fed up with Teksavvy. I just have to keep calling it everyday because they said Rogers already fixed mine but I still received no signal. The service is so ridiculous and handled poorly by officials from both sides. I have lived in Canada and this is the first time in my life I experience more than 1 hour of internet outage. Absolutely horrible, money costing and very unacceptable. What will people say about Teksavvy’s reputation? Even though the manager did a very good job to pacify those irate customers. But this is not enough. Please stand up and act on our behalf. We have school , job , business and personal issues that require heavily on internet. More than 1 day outage os very strange, now more than 8 days. When is it going to end? A month or 2 months? Very, very and very unacceptable.
They are small signs of improvement. Patrick’s post, my service resumed after 9
days, TSI just proactively called me and offered credit on top of the 9 day outage credit.
I am hoping a few other things also change. More transparency for one. The TSI support rep still wud not tell me what happened. Apparently Patrick’s public explanation of node splits was not yet communicated within TSI. There is still have a ways to go to restoring good will.
I thought I\’d have to read a book for a dsivcoery like this!
Just to add to my above comment. I know you can’t write an email if you don’t have internet access =) But just go use a friend’s Internet and open a gmail account and use that.
In reading my response I instantly imagined people might respond with ‘how can i send an email without internet? duh!’
Rogers…….:/
rogers will do this once to me, and they will never hear the end of it, I will be all over them (I am still a rogers cable tv customer).
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Doesn’t TS have OLAs and SLAs with Rogers on service?
No SLAs with TPIA
I have been down for past 9 days now on Markham And Kingston area… What the hell is going on here seriously downtime for few mins or for atleast a day used to fix these problems but 1 week without a fix or no information to fix it is a killer..
Hi, Patrick Lalonde – COO/TekSavvy
I was till now a Happy customer in Brampton and to show that I have so far made 5 of my friends move to Teksavvy from other providers. Why……….!
My Internet went down today at 5AM due to the Modem not issuing IP address to WAN port of router or a Computer ethernet port (DHCP error), even though the modem is on-line. I talked to TekSavvy support, they did a couple of tests and said it is due to Rogers upgrade and he will issue a ticket and may be solved within 24 to 48 hour.
What gets me on the wrong side is even though the support knows the issue is on their side, they give you a line that there might be a charge of $99 if they issue a ticket. I ask support is the Modem at fault, do I need to replace it. He tells me the modem is fine, it should be outage, but the $99 line is our policy and I have to accept it. That is very bad customer service. Teksavvy support must be able to identify whether it is the Modem’s fault or it is due to the outage that is going on before suggesting a solution and if the problem is theirs (which very well they know) not try to stick a bill but fight it out with Rogers. If I wanted a credit for the days I don’t have Internet service, I would not have taken the service in the first place. Apart from the internet, my Voip phone lines are also down. So who is going to cover my losses!!
It looks like TekSavvy is in the business of passing the buck when there are problems, and just want the pie every time. Problems always crop up, but how one handles it is most important. Time to rethink your policies!
Yeah, we hate to quote that fee but it’s unfortunately necessary.
Technical support over the phone is not perfect, and demands that the customer be engaged in the process. What is suspected to be a problem with our service over the phone may in rare situations actually be a problem on the customer’s premise. The 99$ fee applies if the problem is with your equipment or inside wiring, which the Vendor charges TekSavvy.
To date, we have never charged a cable customer this $99 fee because our customers and tech staff took the time to debug the connection.
Yes, this is what I am trying to say too.
Your tech staff should take time to pin point the issue before quoting the fee. If the 1st line tech is not competent enough, we must be automatically moved up. When you have a outage in the process affecting many customers and I have a direct cable line from the junction box installed by tech dispached by Teksavvy and my modem has established a online connection but is not able to issue an IP and there are warnings in the logs, the issue must be pretty clear to a tech……
When you have an outage like this one might want to hold on to their customers by modifing the standard responses. It pays in the long run. I am taking time to bring this up only because I beleive in Teksavvy and I want the company to do well, not become too big for themselves and disregard customers like Rogers and Bell.
I have been without internet since the 12th. I’ve been calling in everyday, listening to the automated message saying that there are outages so I hang up since I figure there’s no point sitting on hold. I haven’t opened a ticket so there is no record of my problem. I just tried calling in to make sure there is a record so I can get a credit when the problem is fixed, but both 1-877 numbers are disconnected.
This is ridiculous and frustrating.
Michelle,
Can you please email me the numbers that you called and which device you tried calling from? i.e.; Rogers Cellphone, Rogers home phone, Bell, mobile….
Also, please include your contact number so I can have one of our techs call you right a way.
My email is Andre@teksavvy.com
Thanks,
Andre
Director of Contact Centre Operations
TekSavvy
WHAT A TERRIBLE CUSTOMER SERVICE! I HAVE BEEN WITHOUT THE INTERNET FOR A DAY! And they told me I should wait at least 24-48 hours before it may or may not be resolved.
I wish I have not switched from Rogers to begin with… Your company CEO should be fired for such a poor management.
BTW… for those of you fed up with TekSavvy, Rogers is running special now – you get 50% off their plans for first 6 months if you want to cancel TekSavvy account like I am about to do it. I am not waiting for 24-48 hours for someone to look into an issue!
I woke up this morning to no Internet access… called TekSavvy support (which is great BTW) and it was determined that I am also affected by Rogers Cable maintanance work so my modem cannot obtain its DCHP settings. TekSavvy will be sending the ticket to Rogers Cable to fix it. I hope the issue is resolved fast, as I need my internet access at home. In the meantime, if you have Twitter I suggest to make sure everyone knows that Rogers is messing with people’s third party providers. Their Twitter is @rogershelps I am so fed up with Rogers, I am about to cancel all remaining services with them like cable and cellphone.
What is the actual fault here? Poor planning on Rogers/TekSavvy’s DHCP Scopes? Rogers not moving scopes from one CMTS to another? TekSavvy not requesting enough IP’s in a subnet on a new CMTS? TekSavvy running out of IPv4 or unable to split subnets effeciently?
TekSavvy provides IP addresses to Rogers and Rogers manages those IPs across their network and assigns them using their own DHCP server. When Rogers needs more IPs, they make a request, and we provide more.
Reading this blog or the main website looking for answers. I too would like to know what the actual problem is and who’s responsibility it is to get customers back online with a working service.
I switched here from an ISP that also offered no caps and was one of the lowest-priced at the time. Why did I leave? service went downhill due to service disruptions for days (and on more than one ocassion). I understand problems may arise due to technical issues and being offline for. theseconddayisinconvenient, but my patience is being stretchdd
There’s something more going on here for an outage to go on this long. I’d like to hear the official answers to the questions Nick posted above.
Service is back, was able to get a teksavvy IP, but speeds are terrible. Looks like they’re being throttled. Speed tests start out rushing to 10Mbps max, then fall off sharply to .5 – 3Mbps. I was getting 24Mbps consistently prior to this outage.
Please do everything you can to get to the bottom of this with Rogers. If I’m going to get .5 – 3Mbps, I might as well sign up for a lite DSL plan.
Thanks!
I had problems connecting with my dsl connection. I read it’s an DHCP outage issue, however it doesn’t seem to be true. I changed dns servers and it working now. For those of you on dsl who can’t seem to connect you might want to try google dns servers. As soon as I changed to google dns servers everything works fine.
Google dns server:
8.8.8.8
8.8.4.4
This is cable problem not dsl
My services have also been affected by this mismanagement by Rogers. Honestly, I can’t believe that no one has been writing about this in the press – Patrick, my suggestion would be to press release this out and see if public pressure can accomplish what legal maneuvering cannot: getting Rogers to get off their hinies and fix the service for Teksavvy. It might also help to improve the opinion of some of the folks above who, even after reading your post and comments AND speaking to a tech, still seem to think that this is Teksavvy’s fault and that they are to blame for this. You know there are many more folks out there thinking that who don’t comment. Just my $.02.
My father’s service has been out for a week. He lives in Scarborough and has been calling from his cell because he uses VOIP. He’s very frustrated now and looks like there’s no relief. I am also a Teksavvy customer and I signed up because he recommended it. Should I be worried?
I second the action to use Google DNS as mentioned above:
Google dns server:
8.8.8.8
8.8.4.4
There have been reports of the auto assigned DNS IPs not being routeable, AKA they are down. Hence you won’t be able to browse via anything other than IP addresses.
Using Google’s public DNS avoid that’s scenario. I’ve used them exclusively for years. All gateways in my home network are configured have always been configured with them.
I am extremely fed up with teksavvy. More than a week without internet is ridiculous and unacceptabl. Staffs repeatedly lie to me that they fixed the problem for me even they didnt. Keep issuing endless tickets to pacify me. Poor management, CEO must be fired. Very bad company. I heavily rely on internet for my work and busines. What am I supposed to do? Keep calling teksavvy and receiving meaningless tickets? I will sue teksavvy if they wont give me adequate and legiimate credits back
I live on spadina and queensquay (Toronto) and haven’t had internet connection in over two days! This is absolutely unacceptable. I want a major discount on my bill or I will be cancelling ‘your service’ very quickly.
It’s obvious that legal wrangling isn’t moving Rogers to resolves these issues in a timely manner so what is in order now Patrick, is a good old fashioned public shaming. You need to be in every possible media outlet highlighting the problems that you are having with Rogers. A constant barrage of negative press and browbeating just may be the thing to get this moving. As of right now, Rogers is simply flipping you the bird. It took three days to even get my connection working, it worked flawlessly for less than a day and now nothing again. It’s unacceptable because funny enough, the Rogers customers across the hall have Internet. Something is rotten in Denmark and it isn’t simple upgrade issues. Rogers is f-ing you in the ars plain and simple and you need to be hammering them in the media about it.
Agreed. They took perfect care of their own “Rogers” customers during these upgrades. So it’s not unreasonable to think they could have done the same for Teksavvy customers. It’s obvious there’s malicious intent somewhere at Rogers, or blatant incompetence at Teksavvy to coordinate properly with Rogers during these upgrades. It’s one or the other IMHO.
Yup… my neighbour across the hallway has Rogers as ISP and no down time or any problems with his connection for the past week. We both live on the same floor in the same building, except I was stupid enough to switch from Rogers to TekSavvy where he remained with Rogers as his ISP. Now he is like… “I told so, you go with no name small company and you will regret it”. Surely now, I regret it. TekSavvy reputation with this outage went down to toilet and I will make sure I warn everyone I know – including my twitter, Facebook and blog followers – to avoid TekSavvy since it is not a reliable provider. If they were reliable, they would never allow this to happened. Really terrible management, CEO should be fired.
Day 3 of many without Internet access… I have finally got a connection on my modem. All of the lights are solid, but still not IP address. Several tickets later (I called TekSavvy support every hour on the hour in the last 48 hours), now I have a signal but apparently – as per Rogers – this signal is too strong on one of the channels so now they need to schedule a technician appointment to come to my place this or next week to check the signal and work on resolving the problem. In a nutshell, if you have TekSavvy cable internet I suggest this is a good time to book a two week Mexican resort vacation and just leave the country… hopefully you will get a free internet at the hotel, because there is no way you will get your Internet back anytime soon! I think TekSavvy users need start looking into class-action lawsuit or simply shop for another ISP which is what I am doing right now.
My inetrenet with techsavvy down since nov 12. I agree techsavvy customers should file lawsuite against them they hand pick couple of hundred of there customers ( like me and you ) and performing stupid experimenting out of there thousands of customers. Question here is do they select business customers for that stupid dhcp thing answer will be no they just pissing off personall use customers. A grade 12 student can configure dhcp server configure whole cisco router switch and make 10000 ips and subnets in one day. here the problem span over 2 weeks. If techsavvy did not pay roger bill and they shut down there service they should tell that simple fact to there cusomer or roger increase price for techsavvy. tecksavvy just making up stories of dhcp node spliting what the heck ask some network guy.
I can appreciate how pissed off people must be. And yes, if Teksavvy is stonewalling on the support side you have a right to be (I haven’t lost internet yet, so I don’t know what peopel ar experiencing on that front).
But I have to say, as for the actual loss of internet, this stinks of Rogers messing with teksavvy customers (are any Rogers customers effected? doesn’t sound like it).
All Rogers has to do is mess up a small number of teksavvy customers such that people start writing about being pissed off and then when others search the internet for teksavvy (and research them before switching over) they hear a bunch of horror stories and stay with Rogers paying twice as much as they should for Internet.
Teksavvy has no reason to screw its customers over (I mean, why would they in anyway want upset customers?). The vast majority of customers (myself included so far) have had great service from teksavvy, including customer support.
Given their track record of good support, I just find it hard to believe that they are intentionally leaving customers out to dry.
it sounds to me like what Canada needs is an objective third-party inspector that regulates issues between the ISPs and the big boys. Because if Rogers is intentionally messing with TekSavvy customers, while I’m not a lawyer, I would suspect that such action would be illegal (just as illegal if they were to physically enter your home and smash your modem on you).
The fact that Rogers customers aren’t experiencing problems and teksavvy customers are tells me something fishy is going on.
Just remember, it was Rogers and Bell who wanted Usage based billing so they could charge you 200%, 300%, 400% more than what you should be paying. IIf you leave Teksavvy that’s fine, but the worst thing people can do is go back to Rogers (you’re just encouraging them to pull these kinds of stunts AND to continue overcharging customers).
Just my 2 cents.
While I sympathize with fellow TekSavvy users with this outage, (only happened to me early morning Wed Nov 23rd when rebooting firewall, resolved later in the evening within a couple of hours after calling tech support, probably because Rogers was finished with the so-called ‘node splitting’ in my area (Toronto Beaches)) I agree that this is timed retaliation to make the third party providers lose customers.
Some of the responses here look like they are from Rogers shills, like the paid bloggers who shill for corporate interests.
More rogue corporate behaviour from Rogers.
TekSavvy has my support and business.
I was with Rogers before and I switched to Teksavvy recently, I was aware that when you work with small ISP u won’t get the same speed of service as if u go with big providers like Rogers or Bell, and this is normal because they’re controlling the network, even though, I don’t care and I will never go back to Rogers, I hate their service, especially their attitude and their fake marketing, and what’s happening now is a demonstration of their bad service. First, it started with a real problem and now they’re taking advantage of it IMO to steal customers from Teksavvy or make their image looks bad and this should be posted in the media like others said, the big question will be why there is no internet for Teksavvy customers? is it technical thing? well explain it well because I’m a dumb! I see some people being upset here from Teksavvy, I wonder if they are some spammers or real customers, my question to you is why did you choose Teksavvy in the first place? isn’t because it’s better? I’m sure u went over many reviews or you switched from Rogers or Bell because they ripped you off before with their large bills and sneaky marketing tricky service, oops 2$ for each extra GB, of course!!!. so you may need to understand more who’s causing the problem here! Rogers, that’s the one! and problems like that can’t be fixed from teksavvy side in 1 day or two, it takes time, teksavvy created this page to tell you what is happening around with the network, but it seems that it’s turning into a complaining page; understand well what is happening, and instead of calling teksavvy, call Rogers and tell them exactly how much you hate their service of what they are doing…even though! you’ll never switch back to them.
9th day without connection… These ISPs always put their politics, interests and profits well ahead of innocent consumers. I think Rogers and Teksavvy may not reached an agreement or Rogers retarliates Teksavvy with a bunch of nightmares. Anyway I dislike how slowly they react to the situation. Teksavvy managers should proactively be on the top of the media, updating the progress. Keep giving me stupid and endless tickets. I cant blame teksavvy’s customer service reps. But teksavvy’s top CEO and Rogers are culprits of this mess.
It looks like all of us in dark status.
I am not sure but i got the information from some rogers technician that teksavvy is shortage of IP blocks. They have connected more clients than what they have got ip alocation from rogers.
for example if they got ip alocation 512 ip in a specific POI but teksavvy add client more then 512 clients and because of that some of the client are out of IP allocation and then client not able to surf the internet.
so then we need to wait for allocation of new numbers of IP from rogers
it is look like this.
Whenever Rogers requests IPs from us, we reply within the hour. We’re ready for these requests and we have IPs set aside for this very purpose. The issue is where they are assigning the IPs, especially after a node split, or as they shift users from one cmts to another as they do the upgrade.
As a kind of insurance policy, we sent Rogers 5000 extra IPs for the affected regions and they wrote back to us a few days later so that we would claw them back as they didn’t need them.
The DHCP issue is localized IP depletion, but not because there is no supply to the demand.
I have a quick question, for the people who are affected by the outage are we getting an automatic credit or do we need to get a ticket first?
The process after each ticket where the vendor has caused the downtime is to request credit from the vendor and apply the amount to our cusotmer’s account.
This should be done automatically.
Andre
So for clarification, I must get a ticket in order to get a credit.
You must open a ticket with our Tech Support group so that they may open a ticket with Rogers. Tickets that were opened with Rogers for DHCP issues will be credited.
If you still don’t have internet, it might be worthwhile to check your modem and router. I had a power outage in my area several days ago, which, along with internet outage, seems to have messed up my router. I think I may have had internet a couple of days earlier, but because of the messed up router settings, didn’t. HOWEVER, when I connected my computer directly to the modem (for an unrelevant matter), I was able to connect to internet again.
This has been going on for a very long time. Is there any way we can get a temporary static IP until this is resolved?
Also, must I get a ticket in order to get credit to my account?
There is currently no way for TPIA ISPs to offer static IPs.
Please open a ticket so that we can track the issue and offer appropriate credits.
It’s rogers, they likely do this on purpose to try to get people to switch back.
It’s pitiful that canadians “have” to rely on two of the biggest corporate thieves (bell & rogers) in world history to get online regardless of what provider you choose.
My internet went down on Thursday, November 24, 2011 at 6:00AM. It has now been 4 days with no connection! I have final exams next week so I really need the internet. Any updates on the DHCP issue?
WTF ROGERS
It’s been out for 10 days now….
When I left rogers for TSI, I never thought I’d be harrased by robbers again.
Yet here they are fuc$&ng me yet again.
Teksavvy, grow a fuc&ing pair and force robbers to fix this goddamn issue.
10 day outage is unacceptable.
Day 13 no internet, no status update online / when I call in. STILL no ETA. It’s your job to know, imagine if you answered your boss, I don’t know, no ETA, it’ll get done when its done. Grow a spine and make an estimate based on discussion with Rogers techs. If you don’t make that ETA, then yes, you are in DOUBLE trouble, but be responsible and motivate yourself to get your job done.
We have been 16 days without internet.
We used to be quite happy with our service.
That was until the rose colored glasses broke and TSI tech reps started treating us like disposable customers. It’s nice to know that your supervisors have “had clients who have been with us for 12 years and never had a complaint”, but we’re not one of them, especially after dealing with TSI’s half-trained phone minions.
We are one of the X number of fed up clients affected by this issue.
We are also one of the X number of clients who have decided to move on to other providers.
Yes, I fully understand the issues at play here between Rogers and TSI.
Yes I understand that TSI offers amazing packages for their prices, that’s why we signed up with them in the first place. However, I firmly believe that it doesn’t matter how cheap someone sells something…if it doesn’t work, it’s not worth paying a cent for.
The cold hard reality is that to Rogers, TSI is the dog’s breakfast and my family is about as valuable to TSI as the slobber left behind on the floor.
Whether TSI is unwilling or unable to provide is not the issue. No service is still no service!
TSI is going to continue to be jerked around by Rogers, and I’m not getting tangled in that rope any longer.
We were going to stay with Teksavvy, we really were, we were even going to pay more for the Fibe 25 or 16 service, but TSI bungled that. Last time I called TSI, I spoke to a supervisor who talked to me for over an hour and PROMISED to call back to tell me if we could get the 25 service and to proceed with it. That was several days ago, he didn’t call back.
Friday we called Bell. The tech came and went Sunday. We have internet with them now. Once our TSI service is restored, we’ll be asking for our credit. If not, we’ll take it up with Mastercard.
Patrick – if you want any id from me or the supervisor’s name, email me.
I agree. No service is simply no service. If it doesn’t work, it’s not worth paying a cent for. Whenever I called TSI, sorry no ETA. I dont know TSI is intentional or not. Work with Rogers, findout estimated time frame and notify customers in advance. I had my internet back after 10 most chaotic days of my life. I literally worked my butt off by keeping calling TSi like twice a day . Extremely bad service. It’s very bad that Canadians are trapped with two most evil, unethical corporate thieves: Rogers and Bell.
Thanks for your feedback. While I am sad you are leaving TekSavvy, I understand the pressure from the family unit to get the Internet back online. Sorry we couldn’t resolve your issue fast enough.
I will have someone contact you by email so that we can improve training in the areas that failed you as a customer.
Hi Patrick,
We canceled our service yesterday. 17 days no service. I still can’t believe nobody could come up with a workaround or was able to resolve the problem.
I also feel very negatively about TSI’s policy to not refund or otherwise accommodate prepaid customers in this exceptional, unusual situation. No internet for 17 days and going into a new pre-paid billing period with no ETA of service and no credits for downtime already experienced? Not a modern model of customer service!
Why doesn’t TSI waive the new billing period charges or suspend the accounts of people affected until Rogers fixes the problem rather than lure us along with promises of credits, not unlike a carrot on a stick? That to me would have been a very nice goodwill gesture and certainly would have kept me from cancelling my account! Instead all I heard was “sorry ma’am, we can’t do anything” and “we are working hard to resolve the problem”. How can someone utter those two statements together?
Actions speak louder than words- after 17 days of waiting we saw zero evidence that Teksavvy was doing anything constructive to help us. I can’t decide what part was most frustrating, spending 8 days viciously power cycling my modem because I was told it might restore service, that TSI wouldn’t stop charging me or that I still want to go back to TSI, even now.
Day 6, still no internet connection! Am I the only person or is anyone else still having this issue? Please share. BTW, I am in Brampton, Ontario.
First day of outage here in scarborough for me. Judging from the replies, things are looking grim.
It’s been about 3 weeks since we lost connection. I’m up in Scarborough too, this is ridiculous. I think I’ve called techsupport around 5-6 times and each time they requested a ticket to rogers, and each time rogers has said they ‘fixed’ the issue.
it has been 9 days and my internet is finally working!
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I’m in Guelph and lost my internet connection yesterday. I rang Teksavvy and heard a prerecorded announcement about ‘problems’ in Toronto. I asked tech support if I’d be affected in Guelph and he said no. They’re sending me a new modem. However coming across this blog I wonder if the node splitting problem. My wife says she saw a Rogers van nearby yesterday!
My comments about bad service and no internet get deleted? Is that how you fix the problem?
Reading these posts dating back as far as November I thought the issue is over, but I have had no service for the past two days. No IP address no connection to the internet whatsoever. I called the customer service and spoke to the technician over an hour trying to fix the problem but unfortunately nothing. They said the problem is on the Rogers side and to call in 24-48 hrs No ETA, no answer what’s going on whatsoever. Teksavvy opened the ticket with Rogers… Still waiting to see what’s going on. This is unacceptable! Never had problems with Teksavvy internet until now. I have been with Teksavvy since 2008 and when the internet goes down it’s up within an hour, but now it’s been more than two days…
Why would you delete my post??? This is ridiculous… Is this how you solve the issue. C’mon teksavvy don’t disappoint me
I was complaining like the rest of us who lost the connection with you and you deleted my post
We don’t delete posts, we just have to approve them before they actually get posted. Our moderators approve the posts, so they don’t get posted instantly.
Sorry than
Thank You
Ok, now just hit with the DHCP problem apparently for the first time, Rogers if you are reading this, “I got my eyes on you”, I have a case open with Teksavvy support, it appears a Rogers DHCP issue, and now have to wait for the Rogers song and dance, but I AM DOWN. Wife and I both work from home, rely on internet as our 2 phone lines are over the internet as well, and the “internet down” clock just now starting to tick. I will have a zero tolerance for Rogers about this, as I am still begrudginly a Rogers cable tv customer, and they will not get much slack from me, I guarantee. Clock will tick towards enragement, and it won’t tick long without a lot of other loud noises happening simultaneously. Now having to use my iPhone Hotspot over 3G to do my job from home, (and use my iphone for work calls). Not impressed.
Hey Im at Woodbine/Danforth Toronto and the internet is down as of Dec 22nd AM. Casual troubleshooting points to a DHCP issue. Not sure if this location has been experiencing problems in the past, if not, Im reporting it now.
I’m trying to switch to TS for 8 days now. Rogers disconnected me from their network and my modem still can’t connect to the TS network. This is VERY frustrating. I understand your side that you rely on Rogers to fix the problem, but I am (at least trying) to become your customer; I would like to know that something is getting done, if the problem has been escalated, etc. Internet access today is not just for games, entertainment, I need it to work, and this is causing me a lot of headaches.
If TS can’t get a hold of this issue, I’m afraid I can’t ask my friends to switch from Rogers/Bell anymore. I don’t want them blaming me when they can’t do the things they need to do because they are out for more than a week without internet.
What is DHCP i have no idea.
http://moversmovingcompany.ca/
Teksavvy CS and tech support is about as bad as it gets. I’ve never spent more time on hold and been transferred to the wrong department so many times.
Currently facing a DHCP issue in Kanata, Ottawa area. Just switched to Teksavvy cable from Teksavvy DSL, so this outage is frustrating for sure!
Out of curiosity,
-Does this outage also effect Rogers cable customers or do they find a way to protect their own customers. If so this is totally unfair and not the correct business practice to follow as a wholesaler.
-Is there anything we can do as consumers to report to a authority that oversees this area. I am thinking if all Tekavvy customers were to chime in there may be some benefit to make sure this is not a recurring occurrence.
I’ve noticed several critical errors in the modem log the past couple of weeks. I suspect there’s work going on in the Kanata area with all the growth in SOHO west, but that’s just a guess.
Record you log entries, date them, try to match symptoms in this log and open a ticket with Teksavvy to investigate. At the very least a ticket will let Rogers know of the issue, if it’s not intended maintenance.