Review by OneWorld9  - Location: East York, ON, Canada
- Cost: $47 per month
- Install: about 21 days
Price is slightly better than Rogers, bandwidth is great, and service is solid most of the time
When things go wrong, good luck! Support is terrible.
You get what you pay for
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TekSavvy Solutions Inc. is probably the worst "ISP" (read: glorified reseller) I've ever had to deal with. Granted, Canada doesn't have a lot of options ... and I left Rogers to try TekSavvy, mostly due to their better rates and bandwidth options. I have been with TekSavvy since Jan. 2011, using their cable Internet service (via Rogers). Here are the things I've had to put up with: 1. Being disconnected twice, for days - who knows why? Best guess: Rogers conducts audits on their connections, and when I wasn't a "Rogers" customer anymore (or, rather, a Rogers customer who pays TekSavvy), they disconnected my cable because I wasn't on the Rogers list of customers. 2. Two months of extremely poor Internet connection, because TekSavvy oversubscribed their services. Who did they blame? Rogers. After telling them several times what a breach of service this was, they finally gave me a small credit. 3. When you call TekSavvy, be prepared to wait on the phone for hours. When you finally do talk to someone, if they say they will call you back, they won't. I decided that was useless. Luckily, you can also reach them through DSLReports. Support isn't much better, but at least someone will answer you and you don't have to waste quite as much time. 4. Two to three months of intermittent Internet service (ongoing) - works fine during the day, but between midnight and 7 a.m. it's basically gone. Best guess? Rogers is doing maintenance in my area. TekSavvy can't give me any clear reasons why this is happening, and several tickets opened with Rogers to find out why come back as "no problem". Of course, no support is actually available during that time frame to check what the problem is ... let's put 2 and 2 together, shall we? 5. Support is pretty much useless (see above). Most of the time, after power cycling your modem and resetting it to factory default, and asking you to spend hours gathering logs (which most people would really have no clue how to do without an IT background), they will have to pass things on to Rogers. Alright, understandable - but here's where things get good... they have to e-mail Rogers, and you have to wait up to 2 days to hear back from them to see if Rogers will do anything about it. Most of the time, Rogers will come back with "no problem found". If you dispute this, guess what? TekSavvy will gladly ask you to waste a bunch of time reproducing the same logs, and will open another ticket with Rogers ... which will, of course, rinse and repeat the above. I guess the old adage holds true... you get what you pay for.
member for 13.3 years, 98 visits, last login: 8.8 years ago
lodged 11.5 years ago
  TSI Andre
Premium Member
join:2008-06-03
Chatham, ON
1 edit |
ReviewHi OneWorld9,
I think its a little out there to be stating that we are the worst ISP. I can understand that you are having issues and based on the comment below you posted in our direct forum, that you want to share your experience but the reality is that we have sent Techs out to your house, and with the exceptions of a few times where there were outages, your issues are most likely caused by either Maintenance or Local Node Congestion.
You had asked that we send a tech during the timeframes of your issue, but we can't send a tech between 12am - 7am. We can ask all we want but Rogers is not going to dispatch at this time. Martin provided you with timeframes when we can send another tech to take a look and we can even request a senior tech but you decided to reach out here.
We are here to help you but if your not willing to accept a tech during the times we can send one, there isn't much we can do.
Please let me know how you want to proceed.
Thanks,
Andre | |
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Re: ReviewI've already answered this here: » Re: TekSavvy - glorified reseller, not ISPFor anyone who wants to see the full story, and not rely on TekSavvy's attempts to take things way out of context and cast doubt on the integrity of a long-standing customer. | |
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anon
Anon
2012-Sep-27 9:50 pm
Re: ReviewTried to click on your link for the background on your issues but it was "black holed".
I do seem to notice that TekSavvy works hard on DSLReports regarding damage control. LOL Of course it doesn't mean they actually resolve customer issues. I find it a bit revolting that they would try and dump on the customer though. Seems a low blow. | |
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Re: ReviewYeah, unfortunately, the blackholed post was a result of my replying to the same post from TSI Andre (above) in the original thread: » TekSavvy - glorified reseller, not ISP[you'll notice his post above was edited to remove that quote - in the thread, his post and all replies (including mine) were blackholed] In it, he felt it was necessary to quote me from the private TekSavvy Direct forum - apparently, that was against the terms here. It was also a backhanded way of handling customer service. That just goes to show how awesome an "ISP" TekSavvy is - ready to slap a customer in the face whenever the truth is told. Good thing I have a text copy of that particular post, as it was a lengthy reply to his misrepresented facts of what actually happened. I'm just not sure what part of my reply is considered "OK" to post on this site, so I'll have to clarify before I add anything to that thread. | |
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Re: ReviewI find it funny that most of the topic has been removed. And only part says a mod did it. I wanna know what happened to the rest. | |
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Re: ReviewI'm not aware of what else was removed? I know that TSI Andre's response to me, and all replies (6 of them, as indicated by a mod) were removed. There was more? Perhaps you can check with a mod about that. | |
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Re: ReviewWhen I first read the topic it was on page 2 and headed to page 3. Now its much much shorter. And now it doesn't say anything was removed by a Mod. - at least that I can see. And they won't tell me anything. The Mods on here do NOT like me for the most part. They LOVE censoring me and the truth. Only a few of them are nice and will tell you things. others are um yah. we'll leave it at that. The person that puts up the Morning/evening links may help you on what else was removed. He seems pretty nice when I contacted me in regards to an error on the site. | |
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Cannot agree more!I am a new customer of Teksavvy (not even a month old) and I have been dealing with almost all of the issues you have mentioned here, its interesting to see that so many users are having such similar issues and yet there are others who keep denying them | |
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Re: Cannot agree more!Things could definitely be done much better, and I hope they will, but that's really up to TekSavvy management to address.
Those who deny these issues are basically OK with the fact that, as a TPIA, TekSavvy has limited ability to resolve issues. They don't mind paying less, and getting less. I guess it depends on what's important to you - for me, as I think for many customers, having a reliable and well-supported connection is important. I'm working with TekSavvy towards that goal, but we'll see... I'm not holding my breath. I may end up having to switch back to Rogers if things continue as they have. | |
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