On November 18th, we blogged about the fact that some of our cable Internet clients in Ontario were experiencing DHCP issues and were completely offline. At its peak, this issue affected approximately 1,200 clients. Believe us, we were, and remain, as frustrated as you. We have been pressing the CRTC and Rogers at our highest levels and theirs to get this fixed, once and for all.
The good news is we now have some (good news, that is):
· 95% of those 1,200 clients are back online
· DHCP issues at three major POIs, Bloor, Scarlett and Wolfedale, have largely been resolved
· Because the number of users affected has greatly decreased, wait times in our call centre have decreased as well
· As promised, credits will be issued to those who experienced downtime
Other news: Approximately 70 cable clients remain affected. Toronto and North York are the two areas in which the majority of DHCP issues are ongoing, especially the McNicoll POI. As well, rolling outages may occur as further node splitting upgrades Rogers’ cable lines. That is, Rogers disconnects, then reconnects, and then remembers to move your IP address to the new equipment… in a perfect world. Possibly, given the frustration we have experienced to date, the last step will be forgotten, as it was for some of our customers last month. We are fighting hard to ensure no one’s IP address is “left behind”, and fighting, too, to be given advance notice of wherethe rolling outages may occur.
How we are taking action: We continue to press Rogers for attention on this, but, unsatisfied, we got in touch with the CRTC, which in turn has engaged Rogers. Although we currently do not have an ETA, we anticipate results shortly and will update you the minute we hear back.
What you can do: Be assured this does not mean anyone expects you to sit back (in front of a dark monitor) and take it. Let us know if your outage exceeds a few hours. On our side, we’ll do our best to keep you informed and, most importantly, connected.
Pierre Aube Jr – VP Operations/TekSavvy
OK, for us not so TekSavvy people, what are “DHCP” issues?
Google is your friend: http://en.wikipedia.org/wiki/Dynamic_Host_Configuration_Protocol
Long story short: every single computer must have a unique address. DHCP automatically assigns IP addresses to clients connecting to a network. Without an address, data can’t go from one device to another. e.g. your computer/router to TekSavvy to the Internet.
Google is your friend… if you can connect to the internet. I’m writing this reply from work. My internet at home is still fubar.
I am sorry that the internet is not working. Could you perhaps email me so that we can investigate? Andre@teksavvy.com
DHCP is how your computer or router receives its IP address from Rogers/TekSavvy. Without an IP address you can’t use the internet as other computers have no way to communicate with you. The current issues relate to that when Rogers makes network changes. They sometimes break the setup such that TekSavvy customers cannot receive an IP address, effectively disconnecting them from the internet.
I think it’s unfortunate that Teksavvy won’t credit me for moving in January 2012 for the cable move fee, after having no internet for 6 days. I really think that’s not that big of a deal.
Hello Khristopher,
If you are without service currently caused by DHCP, your account will be credited for your next invoice. If your move fee will be on your next invoice, then that amount will help the moving costs.
I hope that answers your concern.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Hi, how would we know if our issues are DHCP related? I’m in Breslau, lost connection about 10:30ET and it’s now past 13:40…
Shoot, I just realized that means my TekTalk is down too!
Hey Brian,
Here is a definition that Taylor provided above:
“DHCP is how your computer or router receives its IP address from Rogers/TekSavvy. Without an IP address you can’t use the internet as other computers have no way to communicate with you. The current issues relate to that when Rogers makes network changes. They sometimes break the setup such that TekSavvy customers cannot receive an IP address, effectively disconnecting them from the internet.”
If you are unsure how to get check this on your end, we can certainly help. Since you are using TekTalk (VoIP), you may need to email into our support (support@teksavvy.com). Our response time is pretty quick
Let me know if this does not help.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Let me explain my experience today: noticed internet wasn’t connected; called Customer Support, from the phone menu items Technical support sounded like the right option, and the greeting message there said something to the effect of “we’re currently experiencing difficulties in waterloo and “somewhere else} and we’re working on it!” so I figure there’s no sense in me waiting on the phone to get a person to tell me the same thing. At that point it didn’t mention anything about DHCP. I come to the blogs and the only comment about an outage is DHCP related, in which the Director of Operations says “If you are without service currently caused by DHCP, your account will be credited for your next invoice.” and since I was not home at that point, I wondered how I could tell if my issue was DHCP related — based on the previous blog post on this topic, it sounded like the DHCP problems would be localized to specific areas, and I wondered if I was in that area.
I’m still not home, but I’ve gathered that my symptom is that the internet light blinks (and other lights stay off). I wouldn’t normally associate that with a DHCP problem. I’ve already been contacted by a support person asking me for very logical technical details (thanks for responding quickly!) to help resolve the situation, so that’s good.
I jumped to a conclusion there I guess (that my problem was the same as everyone else’s problem). Maybe next time the support greeting could say the nature of the widespread problem?
Brian,
I understand that your services are down. Please contact me at bpearson@teksavvy.ca and we’ll work to get you back online.
Thanks,
Brock Parson
Teksavvy Social Media Customer Service
I guess I am one of those 70 people. My internet is still down as of Dec 6th (since November 14.) I’m not really expecting much anymore. *cry*
Our outage has been 20 hrs now…
Me either, defiantly one of the 70. Are there more than 70?? I’m living in Mississauga and got the problem since the last week of November, and till now, I can use for half an hour and get offline for 5 minutes, then back online. I sent email to tech support and they could do nothing and last, they said maybe they will pass my case to Rogers and I may got a bill of $99 for the investigation -____-||
Brian,
I assume that you have a DCM425. If the internet light is blinking and all other lights are out, you are not getting any RF signal on the cable line. This is not a DHCP issue.
Take your modem to a friend or family member’s house where they have an active Rogers cable account of any type (TV, internet, phone). If your modem works, which is probably the case, you have been unplugged at the Rogers box on the side of your house by a technician doing a neighbourhood audit. Officially you’ll need a Rogers technician to come and undo the mistake, although there are other ways..
Cheers,
Chuck
electronicsguru.ca
Thanks for the advice, Charles — Brock @ TekSavvy also suggested I do the same, except you seem to indicate the other person doesn’t have to be a Rogers internet subscriber. I was under the impression TV-only subscribers would have a filter that would block the modem; is that not true? It makes sense they would only do the opposite (block TV if you’re an internet-only subscriber) but I just want to be sure. It sounds like best steps here would be to try it at my neighbour (whois is a cable but not internet customer) and if it works then I’ve learned something, but if it doesn’t, take it to my sister’s place where she’s also an internet customer. And if it doesn’t work there then it’s definitively the cable box itself (although I may also have been cut off outside by a tech).
For what it’s worth, there are now more symptoms; can’t reach the modem diagnostics page. So it feels more & more like a modem hardware issue.
Thanks for the help, all!
Technically, a filter to block internet is possible, but in my experience it is very unlikely. Possibly more common in other cities, but around Toronto I haven’t seen any. So, take it to your neighbours and see. If it works, you can ask your neighbour to leave it connected (with your wireless router), and you’ll have access until the technician comes to fix it properly. If it doesn’t work though, you are right, it is not a conclusive test.
Inability to reach the diagnostics page is a concern.. If it is a modem problem, and assuming it is a DCM425, it is probably a bad capacitor and it is pretty easy to repair. Send me an email about that.
Cheers,
Chuck
electronicsguru.ca
Chuck, my issue turned out to be just as you said. I had Rogers cable before coming to teksavvy and just plugged in my new cable modem; apparently there needs to be a tag on the line coming into the house saying there’s 3rd party Service or a Rogers auditor will cut you off, eventually.
Thanks to Brock and Martin for fast & responsive help, and good advice.
Been over 3 weeks since the outage began and there is no end in sight. Everytime Rogers does fix the connection it only lasts 10 minutes before screwing up again and we have to wait a few more days to get a fix. Did I also mention that removing the modem cable from the pc to plug it into our router also loses the connection? Don’t tell me something is wrong with my equipment because everything was working perfectly fine before the outage.
So I guess this explains why you are not adding new customers to the North York area.
Do you have an estimate for the problem resolution that Rogers will stand to? Or are we talking a 6 month time frame? I would like to move to Techsavvy but I can not tolerate regular instability in the network because I work from home.
I appreciate that the majority of the issue is with others but there are SLA requirements for your service whether they are written or not. Please let me know when your service is stable.
Thanks
I am currently a Rogers cable internet customer, located in North York, and just received an e-mail today telling me that Teksavvy cable internet is now available in my area. Was just about to call Rogers to cancel in order to start the process of switching over to Teksavvy when I came across all all this talk about outage problems. I absolutely cannot live without any internet downtime as I work from home. Should I hold off or are the problems in North York over? Some honest advice would be appreciated.
Honestly hold off. I think the people at Tek Savvy are great, but the business model is flawed. When and if there is an issue, they rely on rogers technicians to fix it. Conflict of interest much? This DHCP issue is beyong frustrating – Rogers knows the exact problem and for me its been a week (and counting) for them to fix it. I’m sure they are in no rush.
CL, I feel your pain. I live in North York and just recently switched nine days ago from Rogers cable internet to TekSavvy cable internet. Initially everything was great — better speeds than I ever had with Rogers for sure. Yesterday and today I noticed sites were becoming slow to load so I tried out speedtest.net and pingtest.net and on the former I got download speeds that varied from 4 to 5 Mbps (I’m paying for 12Mbps) and the upload test wouldn’t even load up. On the ping test, I got a line quality rating of “F”. I’m hoping I haven’t made a mistake in joining TekSavvy when I did. Probably should have waited a few months at least.
Just to clarify regarding my statement that “the upload test wouldn’t even load up” — it flashes “Connecting” over and over but never connects. This is to a server here in Toronto!
Huh. And only a few hours later, things are completely back to normal. Pingtest.com gives my connection an “A” and speedtest.com says I’m back to normal. So only a couple days of slowness. Sorry to have complained, prematurely, TekSavvy — all’s well again.
I lost my connection on Thursday November 24 in the morning. After calling Teksavvy every single day and issuing over three tickets my internet finally started working on Friday December 2. It worked perfectly from December 2 to December 7 and now I have the same DHCP issue again! BTW….I am in Brampton and tech support says the issue has been resolved already in my area. Anyone else in my area with the same issue?
My area in North East Scarborough has been out of Internet for over a day.
Two questions:
(1) will I get a partial refund for the days that were down?
(2) how long does such outage take To be resolved? (diagnosed with your staff and they suspect it being a DHCP issue – no IP address). If it take a few days, I may need to a temporary alternative Internet.
My internet was never working well started from last month. I and my family are still suffering. Is there any updates for the problem?
I’m living in Mississauga
Just signed up in London, Ontario for the best connection on cable available, so on Jan 12,2012 I will become a Teksavvy customer. After reading this blog I must say I’m more than a bit concerned about these service complaints. I’m coming over from Rogers because of poor service and their nightmare customer service as well as their terribly expensive pricing. If I’ve been mislead by Teksavvy phone support when I signed up, I’ll be raising hell with this company. I hope everyone gets an early Christmas present in the form of a solid, fast internet connection and I hope I don’t experience more service nightmares because I’ve had my fill of them with Rogers Communications.
There are hundreds of pissed of teksavvy customers and you are the only person who still like teksavvy can you tell why??
I am in Brampton and lost connection on Dec 14 and this is the 4th day and counting. What frustrating is Teksavvy knows what the problem is (over subscribing) but won’t amit to it. I am afraid the solution is, another customer will be taken down in order to bring another one up.
I’m in the same boat as you. Insanely frustrating
I am ALSO in Brampton and have been down since the 14th – 6 days and running. I call Tekksavvy 2 twice/three times a day and get a 24-48 hr timeline on a response EVERYTIME I CALL. MY issue is the exact same DHCP issue on this very blog.. which tells me Rogers, TS and all parties know thew problem and the solution. It’s ridiculous, this is the worst time of year to be having issues like this.
Rogers is obligated to give TS an update on issue investigation every 24 hours, which is useless since they can just update TS by saying ‘the issue is being investigated’.
It’s really tough to figure this stuff out. I’m pretty sure Rogers benefits from better profit margins by attracting and retaining their own customers, rather than selling links to TS. With that in mind, I’m confident Rogers Tech take their sweet time addressing issues relating to TS customers. It’s really not TS’ fault, they are trying, but the overall business may be flawed unfortunately. This is extremely frustrating … and I am on the brink of switching back over to the majors. No paying customer should ever be without internet for a week … ESPECIALLY during the holidays.
Hello AM,
I know how frustrating this situation can be. We are definitely pinched by Rogers’ lack of updates but we are pushing to get these terrible outages resolve.
I would like to look into your account specifically. Can you please email me your account details when you have a moment? andre@teksavvy.com.
Look forward to your email.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
QUOTE VP OPERATIONS “Other news: Approximately 70 cable clients remain affected. ”
I am one of those 70 and been down for a week now. I came from Rogers less than 6 months ago and despise everything they stand for. But right now I am considering going back to their horrible customer service just to get reconnected.
My internet connection is critical right now – get it fixed.
Roger – Brampton L6Y 4V7
Are there now DHCP issues at King St. West and Spadina? Internet was working fine at 1:30am December 19, 2011.
This morning at 8am no internet access, nor currently, 7:15pm.
I would have loved to “inform you that it is lasting a few hours”, but the tech support guy refused to acknowledge the problem unless I picked up my 27″ iMac and hauled it into my kitchen so it could be troubleshooted to his satisfaction. I’m coming up on 9 hours of lost time, even though 95% of people are supposedly sorted out. An hour or two I can live with, but this is unacceptable, given support’s unhelpfulness.
Whatever happened between rogers and ts is no way to find out, and the paying customers are being punished. I am thinking about renting an internet key, and get ts pay for it
Yep, I am the latest victim of this issue as well.
My internet just went out this morning, called in and put in a ticket but reading here it looks like I won’t be up and running until the new year. I mean come on, I have taken vacation time to spend with family and also enjoy some time gaming and now I am completely boned on the gaming side.
I can’t check e-mail for work, I can’t game, I can’t watch netflix or any of that. It is infuriating that this has happened and while the TSI tech was extremely helpful I feel this is completely punitive towards customers.
I do hope that the tech I talked to is right and that it may get resolved before Christmas but I don’t have my hopes up. Severely disappointed after almost 2 years with TSI and having no issues and now this.
All I can say is that If this continues into the weekend I *will* be calling TS about cancelling my service. As one of those people who has no cable or landline phone, losing the net is a huge blow. I have never had an outage this long in the past 15 years; I had my hopes up when I joined TS just a month ago and it seems so far it was a mistake.
My thoughts exactly. I switched from Rogers less than a month ago, and have had no service for 1.5 days now. I’ve been with Rogers for over 7 years and never had problems like this before. Completely unacceptable.
Our tech support rep told us on Monday that they were filing a ticket and we’d hear from a technician in 24-48 hours. When 48 hours hit with no contact I called back only to be told by a different rep that no ticket was ever filed on our behalf. That rep had indicated on our account that we were able to connect to the Internet (after repeatedly telling her I could not connect and spending an hour troubleshooting the problem).
We now have to start the 24-48 hour waiting period over again now and were told that it would be a “miracle” if we had service again before Christmas. I’m pretty sure that any other provider would have had service restored by now. It’s an extremely frustrating situation, certainly exacerbated by the holiday.
I believe my connection has been down since Wednesday December 21 between 2am to 3am
had a few downloads going and from what was completed i am drawing the assumption when the connection dropped, really didnt know what the issue was when i checked in the morning was rushing out for work notice the router didnt pick up an IP plugged the modem straight into the laptop and just walked out thought it would have solved the issue, but nope, called them up Thursday night to report the issue, Friday morning same result Tech indicated that he escalated it to rogers. Do I think its going to be address before the holidays nope.
What better way for rogers to get people to jump to there over prices service.
Just signed up with teksavvy this month. Am without the net for past 4 days. According to technical support seems to be related to these DHCP issues. Very dissapointing as I got the net in mainly to be able to skype home and now seems that I won’t be able to skype home for xmas day. Will definitely be switching ISP if internet access is still gone tomorrow.
I always get disconnected every 2-5 minutes. Is this a DHCP problem too? It sucks because I can’t skype for Christmas, let alone Facebook. What’s with the holiday breakdown?
Been down for two days here in downtown Toronto. Had a family Skype session planned for Xmas, but couldn’t do it, and TekSavvy’s offices are closed for the holiday. Disappointing.
I just got off the phone with TekSavvy, who said that they wouldn’t be able to send someone out to diagnose the issue until Friday (the 30th), Saturday, or Tuesday. So we’re down until then. I’ve never had downtime for more than a day with other ISPs, what gives?
Christmas Day and no Internet for four days now. Not impressed with how TekSavvy is handling this and I have filed a complaint with the CRTC about Rogers’ anti-competitive practices. If I was a direct Rogers’ customer – which I have been in the past – I am sure this would have been resolved in a timely manner. Four days no Internet with no ETA. This is after being down a full day the week before.
My husband and I both work from home and this is costing us money.
With Bell and Rogers controlling the Internet in Toronto, our options are limited. It would be nice if we actually had options.
What is the matter Teksaavy cannot take the truth about your crappy service!!!!!!! My system finally logged on to ROGERS wanting to sign up check your loggs
It’s my 6th day without internet now. I’ve been calling TS basically like 2x a day to check up on status. I get updated on the saga about what ticket gets issued, and what Rogers isn’t doing, but STILL NO INTERNET! I love how every time they issue a ticket, it takes like 2 days for Rogers to reply, and when TS writes them back to tell them what they did didn’t work, it’s another 2 days. I wonder if I’ll have internet before the New Year. Thank goodness for my phone’s tethering right now.
My Internet went down in North Waterloo on Dec 22nd and it appears I’m getting the same run around as everyone else. I have been repeatedly telling my friends at work that Teksavvy is great, why are you paying rogers so much money. Now my attitude will be changing. If this is because of a DHCP issue, then I want a free static IP and I want it today. andre@teksavvy.com you can be expecting my direct email to you. This is absolute bs. I understand that you are at the mercy of Rogers, but there should be 10 people from Teksavvy calling rogers every hour logging complaints.
This business model as others have said is completely flawed, and the CRTC should be doing something about this.
Please everyone on this board take 5 minutes today to send an email to the CRTC and send them this blog link. Rogers and Teksavvy should not be getting away with this.
I was on pager over Christmas and had to drive into the office because my internet was out. Grandma and Grandpa couldn’t have a webcam with their grand kids on Christmas morning. My wife has not been able to operate her internet business for 6 days now.
And Teksavvy says don’t worry we will automatically credit your account. SERIOUSLY you really think that 6/30 * $35 is adequate compensation. You are going to offer me 7 dollars to compensate no internet for 6 days. Double time and a half on Christmas day for me to drive into the office to work on an issue. Robbing my parents of Christmas morning. Severing email communication off of a business thats only form of speaking to customers is the internet right before Christmas. 7 dollars.
Travis – I totally agree with you. TekSavvy has totally dropped the ball on this. Where is the CEO or COO? What are they doing? Clearly communication is not their forte. How ironic since they are running a telecom.
Hey Travis,
wanted to confirm that I got your email and I responded to it.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Lets here it for the $35 credit
Called Tech support and got some more info just now.
on Dec 22 internet went down and Teksavvy issued a request for a new IP block to Rogers. Rogers said that they got no such request. On Dec 27th Knock (sp) was involved which is basically the CRTC from what I was told. Roger then said they have the request as of Dec 27th and it would take them 5 – 7 days to implement the new IP address block.
So my 6 days now is projected at 11 – 14 days of outage.
Seven days and counting with no Internet. When I called tech support yesterday to find out the status of this outage I was asked if I had “rebooted my modem” before the tech even checked the ticket. Even if Rogers has to fix this, TekSavvy’s lack of communication on this issue is appalling. My husband and I both work at home and this is costing us money.
After being told on the 23rd that both TekSavvvy and Rogers were closed for the holidays, we now see such useful updates on your website such us:
Date: 12/28/2011 08:29
Details: There are currently no network changes to report.
For more Information, see http://blogs.teksavvy.com
Where on this magical blog are we supposed to find these updates?
We feel we are being held hostage here since are only options are to switch to Rogers – who is is causing, and refuses to fix this problem – or switching to Bell.
Not impressed and definitely not happy.
Hello Susan,
I assume that this is the same Susan that I got an email from today. If this is the case, I wanted to inform you that I have just replied to it.
If it is not the same Susan, please feel free to email me your account details so that I can take a look into your account for you.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Yes Andre – same Susan. Thank you. I received your email and responded.
Susan, i’m in the exact same boat as you. 7-days now for myself. I’m in the Kitchener (Chicopee) area. I just wish we would get better service in terms of a call back on the status.
The ironic part in this was, I was recommending all my friends and family about TekSavvy 2 weeks back….now I would think twice.
Good to see that the only communication on this issue is from other users. TekSavvy doesn’t post updates and doesn’t even check their useless blog.
I just got a call from TekSavvy asking if my internet is working….still down. They still don’t have an idea expect letting Rogers to try to figure out what went wrong.
Hello Amit,
It is possible that we received a update from Rogers indicating that your issue/area wide issue may have been resolved which is why we would of asked that question. Since the answer was no, I assume that we would have updated/escalated to Rogers on the response.
If you can email me, I can check for you to be certain.
Andre@teksavvy.com
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Hello Amit,
As per our conversation, I will be emailing you tonight with an update on your account.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Hello Susan & Everyone,
I completely understand that the lack of updates on on blog is certainly frustrating. The gist of it all is that there really hasn’t been much progress in the resolution of the overall issue of DHCP that we and our customers have been experiencing. There are areas that are being fixed and new areas that are reporting the issue. We have been going back and forth trying to get this issue resolved and some of the major affected areas are near a fix as we are waiting on some IPs to be assigned to local routers.
The holidays have certainly not helped us getting this issue/IP assignment fixed any sooner or communicating it.
I can assure you that TekSavvy has not given up on this fight. This topic is still a high priority item that is being discussed daily by our executive team.
Thanks,
Andre Cleroux
Director of Operations
TekSavvy
Team TekSavvy,
I appreciate the transparency on the blog about this issue and as loyal consumers, we’re trying the best we can to understand that you’re at the mercy of Rogers as a supplier. Personally, I’m on Day 8 of the DHCP outage and after spending countless hours at the local Starbucks purchasing overpriced beverages in exchange for wifi, things really are getting out of hand and patience is wearing very thin. Two things – in the four times I’ve called in manually,
1) I understand you’re waiting on Rogers to resolve this. This sucks. And it’s something that we have to trust Marc and the executive team to resolve. I think the way you’re being treated as a high-volume reseller and customer of theirs is ridiculous. I hope you resolve this soon, because frankly, it’s embarrassing and completely frustrating to feel like everyone’s hands are tied.
2) I’ve been told three times that I would get a call back to update me, so I don’t have to call in for a status check. This process is 100% broken. No call backs have been made and every contact with your support team was initiated by the consumer. This part, you can help, and in combination with the lengthy downtime and only 5% of your customers still down, you need to fix this and follow through on your word.
I await patiently for connectivity during one of the most critical festive-tiding-wishing-seasons that require a connection to embrace.
On behalf of all your remaining affected consumers, I hope we find a way to make this right.
Mr Service aka feeding us emply promises. I got another question!
“A late payment of 2% per month (24% annual interest) is applied when payment has not been received by TekSavvy within the billing due date.
Invoice prepaid month to month from service start date”
What happens if the service is not recieved for over a month and I already paid!? I believe you owe me some money!!!
Same boat as Susan and many others posting here.
No internet since the 21st, and no idea as to when it will be re-instated. The end user appears to be pretty powerless in this situation as I was basically told to wait, and power cycle my modem as much as possible.
Not acceptable. If there is a DHCP issue where is my free static IP?
I appreciate the bizarre intricacies in the relationship between Teksavvy and Rogers, but at the end of the day I am paying Teksavvy for internet service, not Rogers. You will have to do better than just blame them for all your ills and come up with a real solution here.
After two going on three weeks of my service being down TEKSAAVY has no credibility as a telecommunication company. I have heard every story one can imagine and with the two rogers techs that were here today they just laughed when I mentioned TEKSAAVYS NAME. Teksaavys service up until now has been flawless. I strongly suspect that there is bad politics between Rogers and Teksaavy..It is time to move onI would strongly suggest if anybody has the same problemto do the same. MR ANDRE CLEROUX U R FIRED!!!!!!!!!!
After seven days with no Internet I am not happy. However rewarding Rogers for screwing us doesn’t seem to be a viable option. Apparently Rogers has dealt with this issue by allowing all their staff who configure the new IP blocks to go on vacation from December 23rd until January 3rd. I find this incomprehensible and totally unethical. I used to work in IT and carried a pager 24 hours a day on a rotational basis – every day of the year. This is accepted practice – except apparently at Rogers.
When Rogers needs new IP blocks for their own customers there is no problem. Scour google. you won’t find mention of excessive downtimes, through Christmas or any other time of the year. They are doing this deliberately to sabotage 3rd party providers like Teksavvy. If 1 single person leaves Teksavvy and goes to Rogers then their tactics have worked.
again I urge everyone here who is pissed off about this to write to the CRTC. This direct conflict of interest should not be allowed to happen. Especially when Rogers is the one who is upgrading their own equipment. Back in July when this first happened I can understand that it make take a bit to narrow down the problem. After that Rogers should know exactly what is going to happen and proactively add IP addresses rather than take 8+ days to resolve a known issue. Instead they bring down 3rd party users, use the full 48 hours to reply to any issues that are escalated, and then sit on the problem for days.
I filed my complaint with the CRTC on Christmas day. Still haven’t heard back from the CRTC, but I would also suggest that everyone here do the same. You can do it online through this link:
http://www.crtc.gc.ca/rapidsccm/register.asp?lang=e
My situation is exactly the same as Travis Pick’s. I am sitting in library again. This is the only place I can read this blog and say something. Yesterday, I was sitting here, struggling whethere or not paying my next month Teksavvy bill(due day is Jan 3). Finally I decided I still pay it. Because I could not forget that when I called Rogers I want to cancel my Internet service, one rep of Rogers told me that he had seen my usage history and it showed that I had paid several months extra money for overusage (60G limit). He can gave me the same price but 100G limit. After heard he said so, I got even more angry. I had use Rogers Internet for more than 4 years. When I am a royal customer, they do not give me any promotion. Now I decide to leave, they intend to give me. I just don’t understand this game rule. They rather use promotion to attract new customers than proactivately give some benefit to royal customers to keep them stay. Just when you threat to leave, then Rogers can give something to try you stay. Like Teksavvy this kind of small companies, they struggle to get some soup from those “big crocodiles” everyday. This time the DHCP issue, the side which get the biggest benefit is Rogers. More customers get involved, more switch to them, they get more happier. But we want competition, we don’t want monopoly. That’s the only way we can get better service, better reasonable price.
At mean time, I want teksavvy more honest when you face this kind of issue. You can frankly tell the truth, let customers understand their true situation, rather than each time I called you, you just tell me that you will give a ticket to Rogers, that will take 24 -48hours to get respond. You should try to retain us (former Rogers customers) to stay with your side. Not just tell us stay two more days to see any progress. Finally they get most disappoint, you will lose them, and lose your company.
I got a phone call from one technician of teksavvy 27th, told me they issued a ticket to Rogers and I have to wait 24-48hours to get respond. Finaly, after i called uncountable times, i got some fadeback. Yesterday, one technician called again, told me that from the moment he called until the end of Friday, anytime any minute I can get my Internet back. But until now I have not get. Today is the 7th day. I use Skype and VoIP to connect with outside. That means I have been lost from my relatives and friends and outside world for 7 day. How many more days I will be?
If anyone wants to file a complaint with the CRTC here is the link to do it online:
http://www.crtc.gc.ca/rapidsccm/register.asp?lang=e
I would suggest that everyone take five minutes and do so. Rogers should not be getting away with this. They would never treat their own customers like this
I am so sorry to let you have been difficult to read my comment. It is too long, and there is no blank line between each paragraph. I am so upset that I forgot to put them on.
Ella – don’t apologize. We are all upset!
Well Rogers finally fixed my Internet. It came up about and hour ago. Lets hope it is for good.
We keep getting disconnected, since early December. But over the weekend until now, connectivity is on for a bit… and then disconnected again!! Over and over is the story — being disconnected. We are not suffering blaket outage, but this too insufferable! This doesnt sound like a DHCP issue. Truly frustrated. I’m in the North Scarborough area. Is this occuring to other, around?
Got a response from the CRTC giving me a number and email for complaints regarding the anti-competitive practises of Rogers. They also said: “On the other hand, Teksavvy can file a Telecom Part 1 application Open for Comment if it considers to be in dispute with Rogers about the issue you are referring to.” Granted, I’m not entirely sure what that means, but Teksavvy had better be pursuing all available options available to them.
That said, the Competition Bureau is the other contact I was given, and some people here might want to fire some emails there way as well; I know I will be doing so. compbureau@ic.gc.ca / 1-800-348-5358.
There are developing countries that have better Internet service than Canada, it seems, but it’s not like our backwards practices and policies are any surprise to anyone here. Something really needs to be done to bring us into line with every other western nation though. It’s rather embarrassing when countries like Portugal (not developing, admittedly, but not well-known for legislative competence either) have better regulations regarding Internet and competition, notwithstanding the fact that it’s faster and cheaper to boot…but I guess that goes hand-in-hand with the fact that companies actually have to compete with one another there and not just %£$@ their competition with impunity.
It’s nice to see SOME people are online now, but I for one am not one of them, nor does it seem will I be any time soon considering how industrious Rogers employees are (or aren’t).
Matthew- I find the response you got from the CRTC interesting since basically I was told so sad, too bad.
“The CRTC doesn’t regulate the rates or quality of service provided by Internet service providers to its customers at the retail level (in your case TekSavvy). It has generally supported an increasingly competitive environment and believes it is in the service provider’s best interest to address the needs and concerns of its current and potential customers. For your additional information, here is a link to our info sheet on Internet services: http://www.crtc.gc.ca/eng/info_sht/t1003.htm
Furthermore, your service provider is in the best position to evaluate whether it believes its provider or a competitor is involved in inappropriate behaviour, and if so, it can provide the Commission with evidence of any alleged wrongdoing and file a competitive dispute with the Commission. The CRTC cannot deal with customer complaints made on behalf of their service provider.”
My complaint was about Rogers’ anti-competitive practices, which clearly does NOT seem to be a concern at the CRTC. I did NOT receive any information on how to file a complaint regarding Rogers’ anti-competitive practices.
It is pretty ridiculous we pay among the highest rates in the world for our Telecom services which are controlled by the duopoly of Rogers and Bell with little or no intervention from the CRTC. I used to be under the impression that the CRTC was looking out for Canadian consumers, but that went out the window years ago.
That all said, I hope TekSavvy is going to file an official complaint with the CRTC – if the haven’t already.
Can I get a status for this blog? Is the lack Rogers response stil an issue or have you resolved this with them.
Please let me know
Thanks
Is it just me, but does anyone thinks that Rogers is purposely causing these problems for TS customers? Isn’t the service technically the same except for the resale? I’m a Rogers internet customer for the past 18 years & I’m looking at switching (getting more for less, wouldn’t you?). So if I’m not currently having & honestly never had before, this problem with Rogers, then why are TS customers? I admit I have no idea how this 3rd party service works between Rogers & TS but something seems funky here to me. I once briefly worked for Sprint about 15 years ago & I recall the delays our customers were having because the way we entered the number codes data were incorrect according to Bell. This stuff happens all the time. The big guys screws you over one way or the other. I’ve been putting off switching for a few months & now I’m ready the service is not currently available in my area. Frustrating !!!
Rogers is not the only one. Bell Canada is doing the same thing. They place a product on my line to block Teksavvy from upgrading my service. I was given the run around by Bell to no avail. i came here in hope to switch from DSL to Cable. From what I read it sounded even worst. Sigh……you think we live in a Banana Republic where all our services are dictated by corrupted evil overlords.
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Hello,
Thank you for your kind feedback!!! We appreciate it!
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Listen Listen Listen!
i still keep disconnecting from like 10 mins! i was playing a video game in my laptop i get disconnected, going on youtube i got disconnected! im on NetFlix i get discconected!!!!!
help me will you!!!
Hello,
Thank you for the post! Sorry to hear your having connection issues. We would like to look into this to diagnose the issue. Have you called our Tech Support team for troubleshooting???
Thank you
Ashleigh
i keep getting disconnected every hour or so…the disconnect only lasts about 20 seconds but it is a pain in the ass when doing something important and having to refresh every hour.
Hello,
Sorry to read this!!! Have you called our technician support team for troubleshooting? You can also contact us through support@teksavvy.com and we can complete some troubleshooting with you and be able to diagnose what is happening.
Thank you
Ashleigh