Review by s0dhi 
member for 1.8 years, 495 visits, last login: a few hours ago
updated 42 days ago
 Brampton,ON
 $87 per month about 20 days Bell Canada "Inexpensive, fast, decent bandwidth." "Horrible installation process - full of issues and hiccups." "Worth the $$$ if you can handle some instability and delays in support."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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The installation process was awful with missed appointments, incorrect hardware shipped, etc; however, this was largely Bell's doing and not Teksavvy's.
After the first week, there has been an hour of downtime which I don't have a reason for at this time. Otherwise the connection has been stable and fast.
UPDATE: Nov. 10, 2011
I did suffer through ~4 days of downtime due to some issues at the remote.
I have had to report at least 3 tickets for this issue. The first was mistakenly closed by someone because they transposed the date and thought it to be an old issue (8/11 vs. 11/8) The second call resulted in a "fix" that lasted a couple of hours before the connection went down again. The third call made yesterday (Wednesday) resulted in someone coming out this evening to resolve the issue.
All in all, a much longer path to resolution than I would have liked, but at least the issue has been resolved and communication from TSI excellent.
UPDATE: Mar. 3, 2013
Everything has been running rock solid since the the last review. I'm thoroughly satisfied with Teksavvy's offering and today placed the order to upgrade to the 50/10 service.
UPDATE: Apr. 12, 2013
There were some issue with the upgrade to 50/10 in that:
1) Bell scheduled the work to be completed a a week from the order date. (kind of a long lead time to switch a profile)
2) Bell marked the upgrade ticket completed without actually doing anything
3) I had to open a ticket with Teksavvy to have Bell to get the original work performed
4) Bell arbitrarily set the profile such that I could only test at 46Mbps downstream
5) I had to open a ticket with TSI to correct this profile, but Bell refused to acknowledge the issue
5) I had to escalate the speed issue with TSI so that my profile would be set as it is for other TSI customers
6) TSI came through and got the profile set correctly
Since that ordeal, the connection has been rock solid and fast. It tests at just over 50/10 using speedtest.net
Comments:
  TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Service issues Hello,
I see that DavidF is dealing with your issue right now. I'll keep an eye on things. Please update your thread in the » TekSavvy Direct forum once the tech has gone by. Please make sure someone is available to let Tech verify connection at residence.
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) | |
|  | s0dhi
join:2011-08-02
Brampton, ON Reviews:
 ·TekSavvy DSL
 ·TekSavvy Cable
| Re: Service issues Hi Martin,
I will certainly update the direct forum once the Tech has come by. I have already cleared my client meetings for today and have been home since 11am given that there is a 12-5pm window provided.
As of 14:40, nobody as shown up.
I am hoping we can get this resolved and solid once again so that I can amend my somewhat scathing review.
Thanks,
Kev | |
| | | TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Re: Service issues Reviews are important, but not as much as making sure our customers are satisfied. I know we do say much of the time that we don't have control, but we don't stop pushing to fix issues are customer experience.
Let me know how it all turns out.
Martin
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) | |
| | | | s0dhi
join:2011-08-02
Brampton, ON Reviews:
·TekSavvy DSL
·TekSavvy Cable
| Re: Service issues Martin,
It did not turn out well.
The tech simply confirmed that there was nothing wrong on my end and that there is an issue at the main switch. He mentioned something about limited numbers of Fibe25 ports leading me to think that may be, as a TSI customer, I've been "bumped".
Please review my update in the direct forum and give me a call.
Thanks,
Kev | |
| | | | | TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Re: Service issues It doesn't mean that you are going to be bumped... as mentionned in the Direct forum. It may not be a bumping situation. In any case we have already escalated the issue to see what's going on with this.
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) | |
| | | | | TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | It's looks like your service has been reestablished as of 6h18pm | |
|
 TSI AlanPremium
join:2012-11-22
Chatham, ON | April 12, 2013 Service Review Hello,
Thank you for your latest update and feedback.
We do apologize for the rough spots in your recent upgrade to the 50/10 DSL service.
We also appreciate your understanding that some of the issues were beyond our control.
However, know that we will always do whatever we can to make things right for our customers!
Regards,
Alan
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TSI Alan (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee
Follow us on Twitter: @TekSavvyCSR; @TekSavvyNetwork | |
| | s0dhi
join:2011-08-02
Brampton, ON Reviews:
·TekSavvy DSL
·TekSavvy Cable
| Re: April 12, 2013 Service Review Alan,
TSI has been great and the day-to-day service is excellent. The connection has been reliable and fast.
The only time I've had issues, they have been related to Bell.
• Initial install botched and appointments missed - took about 2 weeks to clear up
• Connection downtime resolved by Bell after 3 support calls created
• Bell mandated rental Cellpipe modem spontaneously rebooting due to firmware bug - took 6 months for Bell to address and resolve
• Upgrade from 25/10 to 50/10 - two weeks to clear up
• Bell mandated Sagemcom modem won't do a true bridge mode and is limited to 35Mbps downstream - Bell is forcing the rental of this POS with the 50Mbps service
• Bell mandated Sagemcom modem goes into a pseudo online state where it is online but doesn't actually function - I'm told is resolved with power cycling - hardly reliable
Since the Cellpipe issue was severely impacting my consulting work (I work from a home office every day conference calls dropped, connections dropped), I went out and purchased a ZyXEL P-870 VDSL modem and having been using that since January 2012.
Note: I have been forced to pay $8/month to rent crap, buggy, locked, defective modems - this issue still hasn't been addressed - either deliver working, reliable hardware, or let me use my own (without taking $8/month from me).
Anyhow,TSI has been great - Bell, lobbyists, & the CRTC, not so much.
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| | | | | Re: April 12, 2013 Service Review Hi Kev,
Thanks for the update on your review. I can totally understand your frustration with the modem rental issue. We are working on getting that mandatory rental removed as part of the service, but we don't have a timeline yet on that. Just know we are working on it.
I'm glad that the service with us has been good and consistent on our side. I apologize for the difficulties along the way when dealing with vendor issues. We'd definitely like things to go more smoothly.
Again, thank you for keeping your review updated. We appreciate knowing when things are going well and when they're not.
Danielle
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TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.
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