Review by jibby
Good "Good value if/when it works"
- Location: undisclosed location
- Cost: $57 per month (month by month)
- Install: about 11 days
Bad "installation went a bit rocky, had long term congestion"
Overall "good value and customer service"
|Pre Sales information:|
Value for money:
(ratings match consensus)
My review got quite long so i figured I'd replace it with a cliffs notes version:
Install was rocky, and i had congestion issues that lasted for 9+ months. Teksavvy did their best to keep submitting tickets which Rogers would constantly close with 'modem online' which was very frustrating.
Teksavvy made a great effort to keep me happy, even went as far as sending me a new Teksavvy hat after i threw mine away in frustration during the troubles. Customer service was excellent, although i felt like their hands were tied as there seemed to be no escalation process with Rogers so it was and endless loop of open/close tickets. The only thing that kept me with Teksavvy is their earnest desire to try to help - even when they were at the mercy of the incumbents.
Eventually Rogers upgraded the CMTS on my node (although they never admitted to any problems beforehand) and for the last year or so, my connection has been rock solid and I've been very happy...
Until the last few weeks, when packet loss (up to 50% loss) started and now I'm dreading the rather lengthy process of opening a ticket and hoping Rogers actually tries to fix the problem rather than just close my ticket because my modem is still online.
Although I've always been happy with Teksavvy and their customer service, in my opinion Rogers provides them with sub-par tools to troubleshoot, and to open a ticket one must go through an insane amount of tedious, mostly pointless form-filling which will most likely be ignored when (IF?) Rogers actually looks at the ticket.
I'm hoping that it doesn't take weeks or even months of tickets before this issue is resolved, like it did the last time. I'm not going to wait months again for a fix - if it isn't resolved quickly, I'll unfortunately have to switch back to an incumbent who can address issues in a more timely manner.
Fingers crossed - will update my review if/when there is a resolution.
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updated 127 days ago