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