Review by jibby
Good "Good value if/when it works"
- Location: undisclosed location
- Cost: $54 per month (month by month)
- Install: about 11 days
Bad "installation went a bit rocky but got fixed"
Overall "Teksavvy earned my business and loyalty."
|Pre Sales information:|
Value for money:
(ratings match consensus)
(skip to the end for my final thoughts after being a customer for a while and having lots of problems - but long story short is, i'm happy with Teksavvy. They're the best out there!)
Very happy with cable after my fast but slightly rocky installation.
Ordered Nov 23, had a tech scheduled for after 5 on the 30th (fast!)
Tech showed up at 4 and i wasn't home, he called and i wasn't far away so he waited for me - Rogers guy, was very nice and helpful. I was used to dealing with Bell guys who seem to have contempt for wholesalers but he seemed really positive about them when he saw i had a SB6120 with TekSavvy.
It wasn't entirely clear to me - i thought he would activate the modem but he just ran a line for the modem for me and left - said Teksavvy would activate it - so I got all paranoid (because i thought the tech activated it) and posted a thread in the direct forum.
I guess Rogers activates the modems after the tech closes the ticket, maybe? Because an hour or two later i rebooted and got a TSI IP and i was working!
Until about 6 hours later when i moved some cables around and rebooted my router and modem. Now, i had a new IP (totally different from my 'old' IP, it was still a TSI IP but i had no connectivity at all - couldn't even ping the default gateway. I completely thought i busted something and spent hours troubleshooting - but couldn't find anything wrong on my end.
Posted in my existing direct forum thread, i told Teksavvy about my problem and they opened a ticket with Rogers. Rogers said everything is OK, they think I'm online - but I'm clearly not. One tech i speak to says he's seen a master ticket with Rogers about a few new cable installations with a new IP block that isn't working, same symptoms as me. Cool, add me to the master ticket.
It took 3-4 days of back and forth, but eventually i called in and bugged them, and apparently they had just gotten off the phone with Rogers about this particular block of IP addresses and asked me if it was working now? I had just tried 10 minutes ago, but I'll give it a shot - reboot my modem, and YES! I'm back online and kicking - same IP but now its working.
Speed tests are great, without my router i see speed tests as fast as 55M (because of 'Speedboost' - its really 15M) and when downloading i get a solid 1500-1800 k/s. Pings are great, no signs of trouble with the dupont POI that some people had/have trouble with.
Overall, I'm very happy with the service and even though the installation was a bit rocky, it was really only 11 or 12 days from order to working great.
I've had cable working for about a month now, kept my DSL and I'm load balancing between the 2 and getting amazing speeds i might cancel the DSL eventually but for now I'm happy paying for both
congestion issues started over a month ago and continue to affect me. speeds are slow at night, gaming is too spiky to play. don't see any light at the end of the tunnel. considering retiring my Teksavvy hat.
no signs of any improvement. Congestion renders my cable basically unusable during peak times. Voip calls are affected. gaming is impossible. Rogers is claiming the issue is fixed. TSI agents appear to be trying to help, but it's going nowhere. I'll be with any other ISP at the end of this billing period if it's not resolved. updated review to reflect my current level of Connection Reliability/Service/Value.
What a joke, speeds get worse and worse, support isn't getting anything accomplished, messaging an escalation manager was a waste of time like everything else. Teksavvy hat retired. Was going to go back to TSI DSL but with my experience lately, i'll pass thanks.
Speeds slightly improved for a little while after Rogers fixed my node, but POI congestion still persists and still no fix in sight. Marc posted something about trying to get more backhaul by Jan 15th, but that won't happen and more likely it MIGHT get fixed sometime in March???
That would be tolerable if my service was working at all, but it isn't because Rogers physically disconnected my line. Who knows why, i thought it was because i was late on my bill, but nope, no disconnect orders in Rogers retail system.
Once again, TSI is at the mercy of Rogers and nothing can be done but wait and beg Rogers to fix their mistakes.
At this point I've had just about every problem a TPIA customer can have - DHCP problems, IPs that don't route, 6+ months of congestion, and now i've been completely disconnected. None of these are Teksavvy issues - it's all because Rogers TPIA department is apparently run by monkeys.
I'm sure that i'm the exception to the rule, and that these TPIA problems plague a small percentage of TSI clients while others enjoy fast speeds and no outages - but TBH i'm not concerned with other peoples experiences when mine has been such a nightmare.
Bottom line for me @ this point: It doesn't matter how good the TSI guys are, if Rogers is constantly screwing things up for TSI customers, the end result is that the service i receive is slow and unreliable
got reconnected by Rogers today
for the record: i called TSI the first day my downtime started, and i was told by the rep i spoke to not to bother opening a ticket - she even put me on hold and 'asked a manager' who also said there's no point in opening a ticket. i agreed, we all know that it takes Rogers longer to move on TPIA stuff than they do for retail.
but because we didn't open a ticket and i went through Rogers retail to get my line reconnected, apparently i can't request a credit for the downtime. fantastic, i was down for 5-6 days and i'm expected to pay for it. at this point i'm not even surprised.
i don't know why i even bothered contacting Teksavvy at all
update Nov 8, 2012
Sometime in March, my troubles were finally fixed. Rogers upgraded the POI, and my node, and everything has been perfect. Teksavvy agents (you rock, JoelM!) followed up a few times, weeks and even a few months after, to make sure that I was still OK and having no more trouble. I was really impressed.
JoelM even remembered that i had gotten rid of my Teksavvy hat in frustration - and sent me a brand new one free of charge. I was also credited for the downtime mentioned in my last update. Teksavvy really went beyond what i expected to make things right and make me a happy customer.
You earned my biz, Teksavvy. I sincerely appreciate that. Big thanks to JoelM for all his patience, and to Marc for replying to my PM's.
I still wear my new TSI hat all the time, and recommend you guys, despite the troubles i had.
Things might not have been smooth all the time, but Teksavvy always did their best to make things right - even when Rogers made that very hard for them. I can tell that they really do care about their customers - and that means a lot.
p.s. wow, this review got long. but this last update is really all that counts. also, i dunno why some words are highlighted in red - i think it has to do with spellcheck, but i can't seem to get rid of them
member for 5.6 years, 2090 visits, last login: 1 days ago
updated 1 year ago