Hey Gang,
As you know, the single most important thing that TekSavvy prides itself on, indeed that we have built our reputation on is the quality of our customer service, and our close relationship with our subscribers. Over the last several months issues have arisen regarding our cable internet products that have caused the quality of our service to suffer, and created difficulties for some of you.
We have been working diligently to address these issues, mostly by using every means possible to encourage Rogers to remedy the problems, which only they are able to fix.
What are the issues?
It is our understanding that Rogers is (a) modifying its equipment, causing disconnections as equipment is transferred in and out, and (b) not monitoring IP address allocations down to localities as needed. In turn, as they make modifications IP addresses are being depleted in certain network areas, while other locations have an abundance (more than actually needed) of IPs. In anticipation of demand and for technical reasons, TekSavvy has given Rogers 80,000 IP addresses to allocate for our customers, of which 40,000 are not assigned to customers at this time. This is NOT an issue about insufficient IP addresses supplied by TekSavvy, but rather an issue of proper allocation of those addresses, through planning, monitoring and communication on Rogers’s part.
The delay continues at this point because Rogers has embargoed any work on the network during the holidays. It is their standard seasonal practice and we have not yet been able to mobilize them to provide the necessary emergency service.
What are we going to do for our customers experiencing these problems?
Having said all that, there remains the inconvenience to our subscribers. Regardless who is responsible for the outages, the responsibility to do whatever is within our power to minimize your inconvenience lies with us. Accordingly, TekSavvy has decided to provide the following remedies:
1. Needless to say, all applicable credits will be given for any downtime that affected subscribers have experienced.
2. In addition, we are offering a DSL package on a short-term basis, to quickly get you up and running if you are experiencing prolonged outages. Here are the details for our short term remedy:
Get Temporary DSL services priced at no cost:
We would like to temporarily offer you our 16MB DSL package for you to use until the DHCP issue affecting you is resolved.
We will waive:
- The $99 activation fee
- $55.97 Monthly Service Charge
- Band rate monthly service charge(if you require a dry loop)
- $19.99 Dry Loop Activation Fee (if you require a Dry Loop connection)
- $75.00 Modem & $10.00 Modem Shipping (if you are unable to obtain a DSL modem, TekSavvy will ship one out to you at no charge). You will be responsible for returning the modem within two weeks of your temporary DSL account’s cancellation. A deposit for the equipment may be charged to your CC, however upon the return of the equipment you will be credited.
- The activation process for DSL service is 5 business days. If you require a free temporary dial-up service while your DSL connection is being installed, please ask the sales associate when placing the order.
- This connection is a 16M/1M connection with a bandwidth cap of 300GB/month
Please call our office now if you require a quick, no-cost temporary resolution to the outage problem. Advise the associate that you are experiencing a DHCP outage and would like to take our temporary DSL package to get you back online.
I sincerely apologize for the inconveniences caused by these cable outages. We are continuing to use all of our resources to remedy this problem once and for all. In the meantime we remain grateful for your continued understanding and support. We need it!
Best Regards, and a happy new year to you all,
Marc – CEO/TekSavvy
Hey thats better than my 5mb dsl from you guys lol.I wanna deal to….JK
I would have totally accepted 5mb DSL, this is a nice bonus. Here’s hoping activation is quick and painless not to mention comes before cable comes back up, lol.
Nicely done Marc.
Please help me stay with TekSavvy Internet at my new address in Guelph! I had to switch to Rogers O.o When are you buying more lines from Rogers in my area?
I asked for this as a temporary solution on the 23rd and was told no. Now, you’re offering it to me too little too late, and for what? It’s still going to take you 5 BUSINESS days to set it up – by which point (as your CSR reps keep assuring me) Rogers will have fixed the problem!? The fact that Bell can be out NEXT DAY with hookup for DSL is another smack in the face to TekSavvy’s poor management.
The fact you waited until the holidays are (almost) over is a sorry state on your part again. You should have offered this solution right away.
If I hadn’t just spent nearly $200 switching over to your service from Rogers last month, I would have cancelled after 2 days of outage. In this day and age it is quite simply unacceptable. All the apologies in the world doesn’t change that fact.
On the 23rd i’m sure Teksavvy had not yet realized this is a deliberate attack in response to the whole openmedia.ca campaign or did not want to believe it. As a former reseller myself my first response is to think it will be resolved in days at the most so i too would have said no to that request. BUT someone obviously thought the idea was good enough to push up the line which proves that even if they couldn’t do it at the time they WERE listening to what you had to say.
Can anyone here say that about ANY of the big 3? oh wait … no .. because you never actually talk to any of them. You only talk to call center (hello india, canada calling…again) and they sure as hell are not going to risk their contract by passing ANYTHING up the line for consideration… no matter what they tell you on the phone/in email. I went through EXACTLY the same situation with Bell and teksavvy DSL. Mine lasted 2 months because i’m their ONLY customer in this entire region (trying to change that). Yours wont.
This is exactly the response rogers is going for. time for another teksavvy “year of the customer in 2012
)
i agree im getting really fed up with tech savvy. internet goes out december 23rd, back up again the 26th or so, down again the 30th of december and still down. its like a painful rollercoaster. should switch to arcanac. faster speeds for lower prices, and unlimited bandwidth
I was told by the CSR I might not qualify for DSL service. I have to wait 72 hours to see if this is true or not.
Marc – I was down for 6 days and counting, and on the 6th day, was told to wait another 48 hrs to see if i can grab an IP. Where was this offer then??? Here is a better suggestion, when you guys sort out this mess with Rogers, how about waiving the $99 setup fee to get back onto cable for those customers who had no other option but to cancel. I really like TSI but had to go elsewhere as I needed Internet for that fact that I work from home.
Don: What $99 start up fee for cable? It is $45
I must have mixed it up with DSL startup fee. Ok…waive the cable startup fee, so basically let former TSI cable customers (who left because of this issue) be TSI customers again without activation fee.
I highly doubt Rogers or Bell would ever waive this much in fees in the effort to help out its customer base. I have personal experience of a Bell rep outright denying me any credits for three weeks of no home phone service and DSL due to THEIR mistake. I have Rogers reps charging me to reconnect on a winback instead of saying “thanks for giving us another try”.. Heck, I had Rogers lying to Teksavvy telling them that the Motorola DOCSIS3 modem I want to activate with TS is one that THEY own; this is a modem I bought outright from elsewhere PLUS Rogers has never ever sold this modem in their hardware lineup. If I hadn’t called Rogers to complain, I’d still be getting the runaround.
TS has been nothing short of fantastic in keeping in touch with me during my activation process even though it is the busy holiday season. I find the TS reps very laid back, unstuffy, and open to any question. I think TS is showing how much they stick up for the consumer and how much they want to keep your business. If it wasn’t for TS (and other resellers), Bell and Rogers would be having the time of their lives dinging our wallets with no recourse.
Caitlin, you should really read up on how much an ISP that uses resold services has their hands tied when it comes to activating your connection. If you can get DSL hooked up in five days through a reseller such as Teksavvy, I’d say THANKS! Normal turnaround time is usually longer for many DSL ISPs. Teksavvy is doing what they can with every resource they have available against the big boys. The big boys push reseller activations off as long as possible for as long as they legally can.
You are correct on SO many levels Mike.
I’m so torn by this, such mixed emotions.
I’m a big supporter of open internet and what teksavvy is doing, i’ve told all of my friends and have gotten at least 5x of them to sign up and they all thank me for it.
but this is just awful what rogers has done. I’ve been out of internet since the 22nd, for 9 days i’ve waited for it to spring back to life. never heard of an outage like this before in my life. simply atrocious.
and the fact that rogers would mess with teksavvy’s customers on the 22nd of december?? the day before their staff all goes home for a 2 week holiday??? how the !@#!@$ is this legal?!?!?
this is shameless anti-trust behaviour that a big would-be monopoly is trying to pull. i would expect teksavvy’s lawyers to be ALL OVER ROGERS for this, and if not we should be coming together in some sort of class-action law-suit.
you can’t just cut your competitor’s reselling of your cable right over the holidays. that can’t be legal.
and now 5 days to activate my DSL… it’s just enough to make you cry. i’m in the middle of letting the biggest oppertunity of my life slip away because i don’t have online access right now, the details are not important. i just want to cry when i read that at the earliest, it will be another 7 days before im back online. just terrible.
get the temporary dialup service if you need a modem you can pick up a cheap 56k for less then 20$ at any comp store
Mike:
I agree with you in that news of this temporary DSL update is great & goes a long way towards getting those affected back online.
HOWEVER.
I also side with Caitlin: my complaint with how Teksavvy approached this issue isn’t that the problem is ongoing – that’s not their fault, that’s Rogers bureaucracy at work. My complaint is that Teksavvy took far too long to inform people of the problem, and did a piss-poor job of keeping us updated.
I’m a system administrator. I look after networks, big and small. And if I *ever* had a multi-day outage like this where I failed to update my clients as to the problem & what I was doing to resolve it, well… I’d have a very short meeting with the director of IT, and then I’d be shown the door.
Up until December 29th (so for me, 8 days), Teksavvy’s network status page flipped between “We are experiencing DHCP issues in Toronto and KW” and “No change in network status”, along with a link to this blog for more information. And the most recent post here was their “12 Days of Xmas” promotion. Not very informative. Likewise, the @TeksavvyBuzz and @TeksavvyCSR Twitter feeds were silent (except to announce that someone had won a Boxee Box – presumably, he has a working internet connection).
So, to summarize:
Teksavvy, you did great on the workaround. 16 mb DSL is wonderful & much appreciated. Yes, 5 days to activation sucks, but that’s what happens when something like this happens over the holidays & you have to scramble to get coverage, call in other companies’ technicians, etc.
But Teksavvy, you failed horribly at the communication side of things. It’ll be 2012 in a few days. We might not have jetpacks and flying cars, but we do have blogs, Twitter, Facebook, and dozens of other methods that you might have used to keep us better informed. Keep that in mind for your next major network outage. Also: Caitlin has a point – your CSRs are telling customers that it will take 24 to 48 hours to get a new DHCP lease, but you’re offering a temporary DSL remedy which requires 5 BUSINESS days to setup. That implies that you expect the outage to extend into the 2nd week of 2012. Is this true?
Honestly as a sysadmin you already must know that you have to be careful in what you say and how you say it to your clients. It not legal to directly say “rogers is deliberately screwing with our clients in response to our legally turning their new cash cow out to pasture before they could even milk it” so they had to wait for “official” responses from rogers in order to update everyone else. Constant posts/blogs saying” we are still waiting to hear from rogers” could also be technically considered a slanderous offloading of responsibility. Basicly they are NOT giving rogers what they want and Kudo’s to them for having someone legally “savvy” enough to spot the trap personally i would have “unofficially” informed an investigative news show … oh wait rogers and bell own most of those now … never mind
…
I am out for almost 10 days. Question which bothers me the most is what are we going to do with Rogers. This is a question of long term viability. They (Rogers) cant just keep on doing this.
I love TSI and would stick it out of this outage. But I would love them even more if they can put Rogers in its place. Bring the law suits and class actions. Where do I sign.
This is anti competitive behavior, there has to be some law against it.
We need answers and assurances on this end that Rogers will be taken care of and they dare not do this in future.
You are correct no matter how much they drag their feet eventually it hits a balance between long run costs (fines, contract abatement’s, public opinion, etc) and the short term “punishment of those who support Teksavvy as a business. This is the point where they will actually stop and get something done about it… then its bells turn .. march break anyone?
I am not teksavvy client but being following the dslr threads about this issue.
From what being reading tek never expected this to take so long but fact their having some many issues with rogers in many area’s tell’s me Rogers network wise is in big trouble.
If need to switch providers because your connection need is urgent consider Tek temp solution as everyone switch is doing what Rogers want’s.
I think Rogers know and plan this outage very well as none of their own are affected as far i know.
Marc and others it’s time flex some legal muscle they are damaging your business and reputation as provider.
How much as Tek already lost?
How much longer do you think people will hold on for ?
How much still willing to losse still?
Well said for the most part but due to the forms of corporate contracts rogers probably has a clause in the supply contract stating “not responsible for loss of business due to unavoidable situations” and can “officially” claim this was never anticipated. Legal options are limited at the corporate level and take even longer to implement without a direct order from the govt agency/representative responsible for the oversite of these situations. Keep in mind the CRTC has been siding with the big 3 for years hence why you still have to pay cellular SMS costs for pay message services even if you never actively signed up for one. If you want to hep do some research find an independent news agency (heh) and get them to look into this.
Very awesome Marc! There is no other company that would step up like this out of pocket! Everyone says it took too long, or gripes on the poor communication? I am sure there are reasons for this, but the fact that an out of pocket resolution is even offered is mind boggling! Would Rogers/Bell do such a thing? We all know the answer there. Cheers TSI, for another win!
wow, you guys are bickering when your internet is down from the 22nd? mine was down since 14th (activation date) and I’m not even qualified for the free DSL!!
I posted this on DSL reports and I’ll post it here again!
I’m writing to post my experience with TekSavvy so far and it has been one of the worst ones.
Due to the fact that my case is going no where, I was told by a rep to post here and maybe I could capture some attention and maybe the CEO would see this.
Here’s my issue:
Given the positive comments from other users, I have decided to give TekSavvy cable a try and have purchased a starter kit from Canada Computers.
Tech installed my cable on the 14th and to this date, my internet is still not working.
I have been speaking with tech support multiple times a day and have done all possible diagnostics that Rogers has requested.
Apparently I have a routing issue. Ever since day 1 I had this problem, I have been told by numerous reps that this would be fixed in a day or so but that never seem to have happened. My case is with the network engineers at Rogers (a bunch of incompetent idiots) and escalation Level B at TekSavvy.
Every time Rogers replied back, they are either a) stalling time, or b) asking for the same diagnostic results that I have already provided. What I don’t understand is given my issue is already at the “highest level of escalation” (according to TekSavvy), why is there no one to tell Rogers you already have the information and you should get to work. Why do I as the customer have to call in multiple times a day just to point out that simple fact?
To this date of the issue, I have only received one call from TekSavvy to request information. Every single interaction I had with TekSavvy was initiated by me and had I not called, the appropriate information would never be relayed.
So given that no ETA is on the horizon, there’s no much I can do.
And why you might ask:
a) Although I was advised by a rep that TekSavvy is now offering customers who’s experiencing the DHCP issue free DSL, I’m not qualified because I do not have the same issue. Mind you, I have no idea when this is going to end.
b) I tried asking for a refund, but apparently they can’t. They won’t refund me the modem and everything. I can’t even request a credit until this is fully resolved.
c) While we’re on the notes of credit, it doesn’t seem like they’ll offer me a goodwill credit after this whole thing ends (if it would). All they said was they’ll credit me for my down time.
What options are there? I’ve already invested money into the starter kit and I still don’t have internet. I have no recourse and no option for refunds. This is unacceptable! As nice as the reps are, something is really wrong with the way this company functions. If nothing goes wrong, it’s probably all nice and dandy. But god forbid if you have an issue with your internet, you are SOL.
I’m going to speak with my CC company and see what they say, I am going to see if this is grounds for a chargeback.
Mr. CEO are you listening? Do the right thing and refund this customer for all his trouble.
I had the same problem last January. I had no Internet for 26 days. Rogers sent specialists 5 times. I received a replacement modem. Finally I understood the problem myself. It was the Rogers routing problem. And after a Teksavvy manager pushed Rogers it was resolved. A month later I helped my father to buy and install internet from Teksavvy and Rogers created the same problem. But this time I had the experience and problem was resolved during one week. I escalated problem to a manager right a
way because the customer service was in circle trying to help me.
That sounds like very anti-competitive behaviour from Rogers.
I understand your frustration and can sympathize with your situation having suffered the same thing with bell when i first signed up. If your a twit/farcebook user try to send a direct message to him. You have been caught in the worst kind of limbo.
BTW i’m going to assume you already tried a different modem to see if the modem is at fault?
Well done Marc but considering rogers has other nasty trick they can play (as shown above me) May i suggest you temporarily allow OTHER clients apparently not directly effected by this specific issue access to the same deal until rogers finally shares their toys as they were ordered and paid to??
Damn can’t edit my last statement so i’ll make a new one …
http://www.rogersbusinesssolutions.com/contact-us.php
1-800-496-4401
1-866-431-4642
So those of you with a real beef over this rogers stunt there’s your true vent for frustrations
Hi Guys – I am one of the unlucky ones that is going though this DHCP issues, down for 10 days and counting. I had Andre email me and Marc call me to resolve this issue and get me a connection from 16Mbps Bell within 5 business days or less. I will keep everyone ujpdated.
I have to says, it’s unfortunate TekSavvy doesn’t have a backup plan in case Rogers screws them over in this case. I hope in the future we see a better backbone in terms of continues and uninteruppted service. Even though TekSavvy are the retailers and should be responsible, I still feel sorry for them (maybe cause I hate Rogers like most people).
I want to switch to TekSavvy.
I am with Rogers, on no term.
However, you are currently having issues. I called your technical support today to get information and was told of the IP issues. Your tech support could not tell me whether or not I would get service if I switched, or if I would get the problems your customers are facing.
NOW, I would still like to switch HOWEVER you have a $44 activation fee! How can I possibly justify switching, loosing $44 + paying for a month’s worth of service, and possibly getting nothing? Furthermore, I am going to buy a $100 modem in order to join you. I am currently renting a modem from Rogers. I’m looking at paying a start-up cost of $100 + $44 + 36 (for the express internet package) and possibly getting no service. The lease you could do at this time is waive the activation fee, at least waive it until I can verify that your services will work!
Please contact me via E-mail.
go to arcanac not techsavvy
Adam, you can purchase a starter kit from Canada Computers and have the activation fee and first month of service waived. I’ve written about my experience with the transition from Rogers to TekSavvy, with a temporary detour with Sympatico for a few months, here: http://forums.redflagdeals.com/50-off-bell-internet-next-12months-no-contract-1085511/11/#post13944484
My service was activated on the exact time and date that was promised and until today, it had been ultra-reliable. Today, I had an outage of a few hours, which is why I came to the blog. The recording on the TekSavvy support line said they were having problems with cable Internet in Toronto and somewhere else in Southern Ontario so I wanted to see if there was an explanation here. I hadn’t deactivated my Sympatico connection yet so my downtime was negligible.
Marc, I suggest that you seriously consider offering bonded DSL and cable and make the bundle less expensive than getting the two services separately. I rely on my Internet connection for my livelihood so I’d pay a premium over what I have for that service. Actually, even if you don’t offer bonded connections, just offering bundles to existing customers like me who would like to have a backup DSL connection would be a good idea.
Well, got hooked up with this offer today. The 3-5 business day wait puts my installation at January 10th. Awesome. Guess anything is better than nothing at this point, even if it means being without internet for nearly a month.
Your reps helping today were top notch though, thank you for the friendly CSRs.
My internet has been down since around midnight Dec 18/19, how do I know? Oh because I was in the middle of an online meeting for work with ppl in other time zones. When I called TS to see what was up, I was told to restart hardware and hold tight for up to 48 hours! What! Wow, that really sucks but what can I do? So I wait over 2 days, nothing changes. I call TS back to see what’s up and they tell me the last person I spoke to never processed my ticket or whatever so it’s as if I’m calling for the 1st time now. Guess what I’m told? “Hold tight for up to 48 hours but your ticket has been sent through for sure this time!” Mmhmm. Here we are now on Jan 1, after a few more calls to TS and an argument from one of the reps on the phone about when my service actually went down (and therefore how I will be credited), an argument that ended with the girl saying “well, we can sort that out later.” I am actually shocked that in this day in age there can be a service problem taking this long to remedy. Tonight will officially be 2 weeks, 14 days of no internet for us in my home. This “solution” from TekSavvy is nothing but a wet, soggy band-aid for a bullet wound. I am not at all happy. This “solution” was made avail on the 29th? 10 days after my service was already down, and the only reason I found out was from using my phone to get to the TS site looking for the phone number. How about you let us know TS! We don’t have internet right now, remember? How would you like me to find this blog? And the “solution” will take 5 business days to get up and running?! Probably just in time for the other problem to be fixed and now I will have to pay to mail back the new hardware, not to mention HOW ANNOYING all this has been and is further becoming. Not cool TekSavvy, not cool at all. You have a bunch of extremely disappointed customers on your hands right now and I really hope that … Well just fix this horrible horrible mess!
I really hope you fix the internet in this week. I’ve been waiting for about 2 weeks.
And I’m going to pay for the internet I didn’t use. It doesn’t make any sense to me.
You’ve already screwed too much..Do your job please.
I first want to congratulate the Canadian Radio-television and Telecommunications http://www.crtc.gc.ca/ for enabling this situation in the first place by upholding the monopoly in the canadian telecommunications industry. “In the interest of Canadians”… yeah right more like the in the interest of canadian Shareholders. i would like to see more competition in the telecom marketplace so i dont have to choose between tweedle dee and tweedle dum.
I am located in toronto (danforth area) and have been out of internet since december 22. I have been very patient and have called on numerous occaisons to see when the internet would back up. Enough is enough, im switching to rogers.
I called 4 times today, 3 times i was put on hold for about 10 minutes then mysteriously hung up on. Finally A csr told me about the blog posting above. A classy and almost relevant move to stop the hemorraging of clients from tek savvy’s helmsman marc gaudrault. i was about to buy the move until i pressed a bit deeper into the offer.
lets have a look together shall we? Five business days until the dsl is set up…ill bet rogers will have the problem sorted out by the time the dsl get installed. who pays the return shipping on the modem? me ? … really ? great… more useless hardware.
What strikes me as contradictory is that teksavvy implies some higher degree of technical sophication. i got rid of my wired home phone in exchange for voip phone over a year ago, freephoneline.ca!!! tek savvy implies that the users are savvy however what good is dial up internet when you dont have a homephone line to plug it into?
i want to give a shout out to may ling ext.445 and her manager whom i just had the pleasure to speak to, whom after a lengthy and frustrating 2 hour wait. i began by asking for both the dsl connection and the dial up internet promotion as specified above. may ling said that i could not request them both at the same time(which happened to be wrong After much prying and prodding). she finally offered me a login and password (which was so difficult to decipher given her heavy accent, i needed to get her manager to spell it out for me… ) but would not explain how to set it up…. sorry folks… the finer points of setting up a dailup connection appear to have slipped my mind along with the lyrics to wierd al yankovich’s omish paradise. Then when i asked for the dsl service to be hooked up, her answer was that the bell portal was down and i would need to call back tomorrow. (a side note, today is sunday night, 5 business days from tomorrow is 7 days from now…)
Eventually the tsi’s csrs informed me that the olive branch of free dialup for the term of the outage is a pipe dream
im talking directly to you marc gaudrault, please email me for a chat… your promise of a quick, no cost temporary solution is misleading when your company is not in a position to fulfill this promise.
disappointed and disillusioned
CID101768
no landline is not an issue. I stopped using landlines over a decade ago and have had dsl the entire time. Its called a “dry loop” where you get no phone service but are allowed line access to the head end “modem” with your dsl modem.
I am a huge support of TS, and have got many people to switch but I am very unhappy with the customer service I’ve experienced over the last few days. I totally understand that Rogers is the source of this problem, but I think that troubleshooting my connection for 45 minutes when I already knew the source of the problem is a huge waste of everyones time. On top of that, no one mentions this DSL deal when you call in, or that Rogers employees are on vacation, just to check back in 24-48 hours and it should be fixed. I was happy when my phone rang this morning and it was from Teksavvy, thought I was getting somewhere but they were just calling to confirm the MAC address of my modem. Considering it has been the same device for years, and I had confirmed it with them twice in the last two days, you think it would be on file. When I enquired if this was the case, I got attitude in response. Not impressed.
Down since Dec 14th and have heard it all, have opted for the free DSL to be hooked up on Jan 5???? Have been with TSI for eight and they have been flawless. Under the circumstances the DSL is a generous offer for the inconvience, only if the hookup goes without any hicups
Ted is still sticking it to us from the grave
wow. I agree with these comments, too little too late. My service was out for more than 2 weeks, and I didn’t get any notice for any kind of free DSL package despite the fact that i called in more than 10 times. In the end, I HAD TO TELL YOU GUYS that it was DHCP problem, because you just kept on trying to reprovision my network (I think after 3 provisionings, you should safely assume that is not the issue..). Honestly, I used to recommend you guys, but I’ve never had an internet outage like this, and I wouldn’t feel right if any of my friends were to possibly experience this. My suggestion to anyone who is still experiencing this…CALL CALL CALL, apparently, if you don’t call them, then they don’t really care and you’ll end up at the end of the line.
Is the issue close to being resolved? The holidays are over, there should be no excuse for Rogers to not get this fixed as soon as possible. Please keep us updated on the situation.
No one at TSI cares about what we have to say, clearly they don’t as there has been no respond to any of the questions/comments. If you are going to post a blog, then please respond to feedback.
I hope you guys get this sorted out. I’ve been with TSI DSL for the past 6 years, it’s been subpar speed-wise. 2 weeks ago we switched to TSI’s cable, and it is awesome in comparison. We haven’t had any outages (London, ON), and speedtest.net tells me I’m getting speeds ranging between 30 Mbps to 45 Mbps. We are pretty happy, however the speeds are jumping up and down each second, it’s kind of strange, the dsl was quite stable in comparison. Anyways, I hope you all don’t give up on TSI, their customer service has always been great for me over the past 6 years.
I’ve also been down since Dec 18/19, and STILL no ETA on when it’s going to be resolved.
Also, can we clarify if TS will be creditting the cost of sending the ADSL modems back? After all, this is suppose to be a “no cost” solution for the end users.
Thanks Teksavvy that’s really decent. Why the hell are you people complaining about FREE? Since when does Rogers or Bell give you anything remotely free??
I’ve been down since November 16th. Haven’t gotten an IP address period.
Marc please see Teksavvy Direct Forums on dslreports.com , “Teksavvy – No IP adress” and the run around I am getting
I hate to say that I’m feeling the same way.
I started with the DHCP outage in mid-December. I was patient, I waited as requested. Finally got frustrated enough to stay on hold a few times to get to a rep.
I actually got internet back and got the attitude of “next time just wait on the phone and we’ll fix you”.
Now, I have packet loss and high latency issues (roundtrip of over 1000ms).
I’ve called in half a dozen times and all we do is the same thing over and over again.
My first ticket to Rogers never got submitted.
My second ticket got submitted, but they didn’t like the information the rep put in, so it got pushed back. Instead of telling me these I just got an email saying “there has been an update, if you have problems still, call us”.
Had to do all the same tests, over again, which were then put in the ticket and submitted.
Tonight I was told “Rogers fixed your problem”, except the problem is WORSE.
Their solution, do the same tests over again and send them back to Rogers.
Heaven help you if you’re actually network savvy.
We’re six weeks into having TekSavvy at a couple friends recommendations and we’re out almost $250 with no really functional internet service.
BUT.. because we have a connection (even if an absolutely horrid one), we don’t qualify for the DSL either.
We moved from Rogers to TekSavvy. Our connection was perfect on Rogers, just not enough bandwidth and the price for what we did have was really high. We didn’t even move for the price, we just wanted the extra bandwidth.
The cost: Money, aggravation, being treated like “a dumb woman who doesn’t understand technology” by some of the male technicians
The upside: NONE
Wow. So it’s come to this. Rogers blatantly sabotaging the competition. It’s a war now! How exciting! Here’s a Wikipedia article on asymmetric warfare http://en.wikipedia.org/wiki/Asymmetric_warfare. (That’s when a smaller force with takes on a larger one with significantly more resources by using cunning, sneaky tactics, and exploiting weaknesses.) It’s time to start costing Rogers some money!!
1. Cancel your Rogers Internet if you haven’t already. If you’re on TekSavvy DO NOT switch back to Rogers because of a little outage! If you do then Rogers wins!
2. CANCEL YOUR CABLE TV SUBSCRIPTION!! I can’t stress this one enough. Stop paying Rogers outragous amounts for hundreds of crappy TV channels. That money is used for evil – don’t give it to them. Learn to download and stream your shows and movies from the Internet. (Torrents, Netflix, streaming, whatever!) When you get good at it you’ll thank yourself for never having to pay more than a few dollars a year and never having to see a commercial ever again!
3. If possible cancel your mobile services with Rogers – this is another service where you pay WAY too much. Live in an area serviced by WIND? Consider switching to them! None of the other providers can come close to matching their packages in value! In fact, while I’m waiting for the Rogers seige on TekSavvy to end I’ve tethered my computer to my Android phone and I’m using my UNLIMITED data plan to access the Internet via 3G.
4. Cancel everything else. Cut the cord and never do business with Rogers again. Trust me. It’s a good feeling.
Good luck brothers and sisters!
Repeat same process with Bell Canada and its “subsidiaries”
If no one from Teksavvy is going to comment or respond, it might just be prudent for TSI to close comments on this blog or remove the first sentence: “As you know, the single most important thing that TekSavvy prides itself on, indeed that we have built our reputation on is the quality of our customer service, and our close relationship with our subscribers.”
heh i smell a rogers plant
The CEO of Teksavvy posts a blog December 29, 2011 and complete silence for over a month. A few posts in Oct, Nov, Dec. And nothing. Has Marc left as CEO?
Meanwhile, here I am still waiting for my Teksavvy internet connection to be activated.
I’m suffering because I refuse to sign up with Rogers, and here you are smelling a Rogers plant (not a very smart person). But not everyone will wait weeks on Teksavvy.
I wonder if you were ever without internet for 2 weeks. Maybe then you’ll understand how everyone else feels.
After being down since Dec 21, I finally got my internet back yesterday. *I* had to call them to inform them, and ask for the credit back. Also, the person also couldn’t tell me exactly how much I was going to be refunded either, because that’s dealt with by a different department. You would think that they’d offer to give me a month free or 50% off or something to compensate for my inconvenience. Nadda.
Anyone else get their service back? Came home from work around 6 yesterday (I live by Eaton Centre) to find that TS started working again, after nearly two weeks of tethering or having to go to Starbucks for wifi. TS has informed us that we’re entitled to a credit for downtime between Dec 22 – Jan 4th, so I’m assuming the credit = the monthly cost/30 days X 13 days?
I absolutely despite this oligopoly in Canadian telecomms and I proudly give $0 to Bell and Rogers directly for mobile/internet/TV, but my concern is how much more of this crap I can handle; I know TS and third-party providers are not at fault (except for lacking in proper communication at times, as some of you have pointed out) and that I might get credits on my bill, but the end result is that I suffer the continual risk of unreliable service. Even worse, I worry about the vicious cycle of people abandoning faith and re-empowering Bell and Rogers (as if they’re not empowered enough with 97% of the home internet market).
Rogers is slow that’s it. My aunt lost her internet connection when someone cut the cable line by accident. it took Rogers one day to fix the line however it took 2 days to get back online, she couldn’t get an IP address. She is with Rogers and even for her it took forever to get back online.
Thank you. It’s amazing to see an open blog that people can freely comment in. Your services are much greater than Rogers and Bell. Keep up the good work.
Just another bunch of lies from crooks
Rogers’ service seems to be getting worse every year! Just horrible.
Is this still an on-going issue for Cable internet with TS? I’m sitting on the fence about switching from Rogers to Teksavvy but worried about uptime now. (Located in Durham Region)
Thomas. This is no longer an issue and you should have no problem with uptime.
Hi Thomas. Did you end up switching to Teksavvy? I just happened to stumble on this post and am considering Teksavvy too (from the Durham Region).
“Alexander says:
January 28, 2012 at 9:27 AM
Just another bunch of lies from crooks”
hah hah hah hah .. on that note, time to lock this and post a fresh one
TS service is frustrating since there is no fix for it and the only thing teksavvy will tell me to do is ” please plug your power directly into the wall, it’s not getting enough power”
rofl, such a joke. i switched to teksavvy because i thought their customer support was good, JOKES ON ME!!!
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