Review by nbinont
Good "Mostly rock solid, once it's working"
- Location: Waterloo,ON
- Cost: $45 per month
Bad "Complete inability to address node congestion"
Overall "Good service, but node congestion is a gamble"
|Pre Sales information:|
Value for money:
(ratings match consensus)
Got TSI Cable about 4 months ago after hearing good reviews online. Install was very well coordinated. Modem came in the mail on time, and the service person called a few minutes before they arrived so I could ensure they had access. Ultra professional - thanks!
The start date of my service was off a few days (typo), but a quick call resolved that.
About a week after the service was installed, a number of sites began showing poor performance ( »[Cable] Traffic shaping on my TSI Cable connection.. ). This persisted for about a week, then the problem was identified as an issue with one of TSI's transport providers, limelight, and quickly resolved ( »Re: [Cable] Traffic shaping on my TSI Cable connection. ). The identification seemed to take longer than I would have expected for this class of problem (expected under half a week), but it was resolved.
A few weeks after that, my area started to suffer from significant node congestion in the evenings ( »[Cable] 1mbps cable in Kitchener ). About the same time, TSI's POI hit capacity in the evening as well. A few weeks later, the POI capacity was doubled ( »[Cable] Kitchener Upgrade Complete! ), which resolved the problem for people experiencing only the POI capacity limits.
Unfortunately for my area, we were also experiencing node congestion, and the POI upgrade had little to no effect. I was only receiving ~2Mbit of my 12Mbit connection. TSI was not able to conclusively identify the node congestion as the problem, so they did nothing. This is probably the most scathing part of my review, all the other stuff happens sometimes, you identify it, fix it and move on - not a big deal. This one however couldn't even be identified, so the fix was massively delayed. TSI urgently needs a procedure to identify node congestion and a process to engage with Rogers to get it resolved. I understand these upgrades do not come quickly, but the current approach of just ignoring it and hoping Rogers eventually fixes it is ineffective.
About 2 months since this problem started, Rogers upgraded my node (I got new channels bonded), and I was happy. Unfortunately others (who were in worse shape, and for much longer) had no resolution, and ended up cancelling after ~3 months ( »[Cable] Kitchener Upgrade Complete! ).
Overall, I'm pleased with my service. But my recommend comes with the warning - if it works, it will be exceptional - if not, good luck - it's a gamble until the node congestion is handled.
PS: A big thanks to TSI Martin and TSI Gabe for their help!
****UPDATE Jan 2012:
Some sites don't resolve using the TSI DNS servers reliably. The first few DNS queries are lost/ignored/timed out, then eventually TSI's DNS server has an answer, and you're good for a few minutes. But next time you ask, it doesn't know again. This makes browsing some sites frustrating. Made no progress in the direct forum. My recommendation is to append some non-TSI DNS servers to your list of DNS servers so you still get an answer when TSI's servers are not returning an answer.
****UPDATE Sept 2012:
Moved to a new location and transferred my service there. Transfer was a bit difficult to setup - you have to phone in as they don't do it online (ok, that's understandable), but the representative got a bunch of details wrong and we went back and forth for a week or so trying to get the details right (yes, the details were right in my e-mails and TSI Direct posts - but we need to make these changes on the phone, remember?). Install date came and the install went smoothly. Connection has been reasonably stable since. Had a KW wide outage: »[Cable] Kitchener/Waterloo DHCP issues also? , then an issue with their DHCP: »[Cable] Kitchener down for anyone else?
And the DNS issue still persists. Sigh.
****UPDATE Oct 2012:
The DNS issue has finally been resolved! ( »Google DNS versus ours ) I'm much more happy!
****UPDATE June 2013:
Had a 5+ hour outage of all of KW ( »[Cable] cable down in waterloo, anyone else? »Cable Outage [Kitchener/Waterloo/Cambridge] 07/06/2013 ) that took way too long to resolve. Only TSI was affected. This length of outage shouldn't happen any more than every few years - not multiple times a year! I'm hoping the move to ATPIA in a few weeks will improve the reliability.
****UPDATE Sept 2013:
Decided to move on, as I was concerned about the experience level of TSI front line staff (especially with regards to "RF issues"), and the wait time to have potential issues looked at. TSI is certainly the cheaper option, but for the time being, I'm willing to pay a bit more for accurate diagnosis & resolutions of potential problems.
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updated 1.1 years ago