Review by tech_monkey
Bad "Tired of wasting time with Teksavvy"
- Location: Montreal,QC
- Cost: $66 per month
- Bell Canada
Overall "If you like to beat your head against a wall, this is the ISP for you."
|Pre Sales information:|
Value for money:
(ratings below consensus)
I build and manage networks and systems in data centers for a living. I deal with numerous service providers in the course of a day. The last thing I want to be doing when I get home to relax and play some xbox or surf the web is to be dealing with my ISP tech support because its not working properly.
I have been with Teksavvy for about 2 years, and about once a month on average my connection goes down and takes about 2 hours of my time to get it working again. EVERY time I call support I get the same lame routine and excuses.
Here are my biggest complaints about Teksavvy:
1. Suppose to get 6Mbps download, I get 2.5Mbps
2. Often get poor latency on connections
3. Often get short drops in connectivity, but long enough to lose connection to xbox live games
4. When I have to reboot my DSL modem, I often have no routing beyond the Teksavvy gateway. It can take up to a hour for the routing to return properly
5. When I call support for item 4., they TRY to tell me that it is a problem with my firewall/router and want to charge $$$ for a tech to come look at the problem. This is about the time I get very annoyed and hang up. Always funny how the problems seems to get resolved after without me making any changes on my end.
6. If I do happen to get a support tech with a little intelligence, then the only answer I get is that is Bell's fault.
Now that the monthly cost of service has gone up, it just is not worth the hassle any more and I'm looking for a new provider.
I have been phoning around to look for a new provider. Been looking at both cable and DSL. I find that when I talk to providers of DSL and they check the Bell database (same one that Teksavvy has to use to qualify a customer line), that my dry loop is not rated for DSL traffic. This leads me to believe that Teksavvy doesn't care a damn about providing and verifying that the customer has good quality service before they install and take your money.
Also TSI Jonathan has not said a word since I scolded him in the PM reply about asking for personal info over a unsecured method. Guess Teksavvy is not that concerned about REALLY trying to resolve issues with its customers.
member for 1.5 years, 17 visits, last login: 1.4 years ago
updated 1.5 years ago
| |TSI MarcPremium,VIP
| |said by tech_monkey:Hi, I've read your post and I've read your change in review. Within minutes of your original review I made sure our crew was looking into your issue. I personally told my crew to just send a tech out since it looks like its a line problem.
Your not telling me anything I don't already know. I'm not paying $66/month to Teksavvy to help them solve their problems with their providers, and I'm certainly not paying for a tech to fix Bell's bad line. I have been playing the IT game long enough to know better than to agree to "possible" charges for technicians. If they can't resolve issues with their provider, and want to give the same excuses every time a support ticket is opened, then I have to move on and try another provider.
The average consumer looking for an ISP, who probably doesn't know what dslam is, shouldn't need to go and get a computer science degree just to understand that their Internet doesn't work properly because their ISP provider can't get it together.
You state above that you won't pay for Bell to fix their line, to be sure, we didn't ask you to do that either. We asked you to pay if it was not a Bell problem. We hate to do this of course and I'm looking into ways if we can better assess from our side if we think it's a line problem or not. Years ago when we did not have these astronomical costs we would have send somebody out right away. But now days we try to scrutinize more in order to make sure nobody gets charged if they don't need to.
I'm sure it's frustrating as I too have had spotty Internet connections but I do have to say that the general tone of your post is not the nicest. I seriously doubt we've treated you that way.
If you don't want to post any of your information... That's all good with us, we are trying to help you though so implementing a system like you mention, however much a good idea that is, won't help you in the immediate. The irony is that this is one of the reasons why we started our own forums earlier this month given this sites recent events.
In essence we're trying to help you and it wont hurt to cut us some slack. Let me know if you don't get the help you're looking for.
Marc - CEO/TekSavvy
Re: Welcome to Wholesale DSL.. Many of the Bell F1 & F2 lines are 40+ year old garbage, and the distances can and do make DSL flaky. If I had service from my municipality, I would be SOOL for DSL. As it is, my local comes from the neighbouring village 3.5km away. At the F1/F2 junction box 5 houses down, easy 6M FP @ 80% OF. 250 feet of F2, best I can have is 3008/512FP. 4032/800 IL is crap here. Also new drop from the F2 cylinder to the demarc & to the POTS splitter. The tech even told me the F2 is junk, and put me on a "less bad" pair.
I am not defending TSI. The lads there & I have had our quarrels, and they have been beauts. But, please tell me, how can the indie ISP force Bell to improve service? You call Bell regarding your internet, and they will tell you to talk to your ISP and hang up on you ( ... or ... dump that indie & come over to Bell). I was actually told that last part by the service rep.
Have you ever wondered why Bell cripples their modems they supply to their customers, and forces them to rent the damned thing?
But as long as Bell is allowed to flip the bird to the indies and their clients with impunity, we all lose.
By the way, don't get your knickers in a knot over the PM. I have used it many times, and it is quite secure. Wouldn't go as far as putting CC info on it, though. The other alternative would be to email the support member directly @ teksavvy.com.