Review by MarkBogus Location: Edmonton, AB, Canada Cost: $55 per month Install: about 14 days Telus Tech Support was great Installation dates changed without notice, modem not configured correctly A few bumps in the installation, but well worth the switch

Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:

I switched to Teksavvy from another independent ISP who could not (or would not) upgrade my 6Mbps ADSL connection. The order process went smoothly, and I received my new modem (Zyxel VSG 1432) very quickly. However my installation date was moved back twice and I was not notified; the way I found out was to post a message asking for confirmation of the install date on the Teksavvy Direct Support forum. I was also told that I had to be home for the installation (remember that I already had DSL service). This turned out to be incorrect because Telus did the install and activation remotely.

As it turned out, Telus did something wrong because I had no DSL connection. After running through the usual checklist, Teksavvy Tech Support submitted a ticket to Telus, and the problem was resolved in less than 24 hours (at no extra cost to me of course, since the problem was on the Telus side).

I had a DSL connection, but no internet access. So I contacted Teksavvy Tech Support via telephone, and we determined that my modem was not configured properly; it was set up for ADSL service when in fact I am on VDSL2 service. So we set up a new WAN Interface file and that fixed the problem. Tech Support was knowledgeable, patient, and persistent. I have nothing but good things to say about my interactions with them.

The connection is fast and stable: I am on the 25/2 DSL plan and I get 24.6 down and 2.8 up consistently.

»speedtest.net/result/237 ··· 4276.png

Overall, I am very happy with my Teksavvy experience thus far.

Updates to follow

December 24, 2012 Update

I started a Line Monitoring session on December 17, and received my first weekly report today:

Outage report as seen by new jersey USA ny-monitor.dslreports.com
--------------------------------------
UP 2012-12-17 04:03:39 - 2012-12-24 03:33:35 (1004 samples)
** Your IP had 100% reachability during the period!

Outage report as seen by san francisco USA 64.81.79.40
--------------------------------------
UP 2012-12-17 04:04:05 - 2012-12-24 03:33:35 (1003 samples)
** Your IP had 100% reachability during the period!

In fact the only issues I have had with my connection have been when I was monkeying with my router settings and had to reboot. Speed is consistently 24.6 down and 2.8 up.

January 16, 2013

One month on and very happy with with the DSL service. The Zyxel modem is rock solid reliable and the connection is stable and always up. I have learned that I cannot let TCP max out my upload bandwidth lest my download speed suffer, but hey, that is the nature of TCP.

March 30, 2014

The ZyXel VSG1432 modem suddenly failed on March 19, 2014, after 15 months. The failure mode was no PPPoE login in either router or bridge mode, and therefore no internet. After a couple of wrong turns with Tech Support, and escalating to Telus (remote line and DSL diagnosis) we determined that the modem was the problem.
I ordered a replacement, which arrived in 5 business days, and was back up and reconnected in about 10 minutes. Total down time was 10 days, which is not bad, considering my work schedule, Telus involvement, and the purchase/shipping of a replacement modem from Chatham to Alberta. Yes, it was inconvenient and frustrating, but I felt that Tech Support was always ready to help.

October 30, 2014

The 2nd ZyXel VSG 1432 Modem failed suddenly on July 15, 2014 after 4 months. Same failure mode as above. Teksavvy replaced it with no hassles and no cost to me and I was back up and running again in a few days. No issues with Teksavvy support, but I am really concerned about these modems. Mine is in a well ventilated room plugged into a line filtered UPS so there are no power issues. I might order another one just to have a spare.....

The Telus speed upgrade went through, so my throughput is a very consistent 25.1/4.7 now. I have no complaints about the line speed or availability. Overall: still satisfied.

Attachments:

JonF Premium Member join:2012-11-22 Chatham, ON JonF Premium Member 2012-Dec-17 12:39 pm "A few bumps in the installation, but well worth the switch" Hello, I'm happy to hear that everything is now working for you. I do apologize for the delay in your activation. If you require any further assistance, you can contact us in the direct forum (as you know), as we are always happy to help! Have a great day! 2012-Dec-17 12:39 pm: · hey mods ·
rkaushik join:2002-03-31 Tallahassee, FL rkaushik Member 2013-Jan-22 6:21 pm get service directly with Bell Would not recommend teksavvy phone or internet service in the GTA. In GTA they lease Bell lines. Any install or service order has to go to Bell. If you ever have an issue, Bell will make sure that they provide the worst service possible to teksavvy customers. In the end the customer ends up getting screwed while it may not be teksavvy's fault. My recent example: Phone line was down. Teksavvy filed repair ticket with Bell. Bell did some remote testing and determined that everything was ok without coming to my home to check if there was a dial tone outside my home. Bell closed the ticket. I called teksavvy back and they called Bell again. Bell argued but finally agreed to sent tech out. Bell tech determined that my telephone line had been disconnected at the neighborhood network box! I was asked to be home for a 5 hour window both times that Bell tech was supposed to come out. In total I had service outage for 5 days for no fault of Teksavvy. Lesson learned- however bad Bell is I would much rather have service directly with Bell. Bell now offers no contract service (internet and phone) like teksavvy and prices very competitively. So why would you go through teksavvy and not directly to Bell? I had teksavvy for a long time because I disliked Bell but in the end what matters is my service uptime and not getting the run around. Interesting when I switched to Bell I was offered multiple installation windows for 3 hours and the tech called me before he showed up. 2013-Jan-22 6:21 pm: · hey mods ·
	LanAdmin join:2010-11-07 Montreal, QC LanAdmin Member 2013-Jan-27 12:50 am Re: get service directly with Bell said by rkaushik: Would not recommend teksavvy phone or internet service in the GTA. That can happen event if you are with Bell. My neighbor who is directly with Bell had intermittent phone service for over a week before Bell finally solved the problem. Personally I would never go with Bell again. 2013-Jan-27 12:50 am: · hey mods ·
		rkaushik join:2002-03-31 Tallahassee, FL rkaushik Member 2013-Jan-27 11:53 am Re: get service directly with Bell Unfortunately we are stuck with bell owning the lines. If it took bell that long then it would have taken longer via teksavvy and a lot more pain for the consumer via long and inflexible appointment windows, teuchs not calling ahead, brokering everything via teksavvy, etc. 2013-Jan-27 11:53 am: · hey mods ·
			LanAdmin join:2010-11-07 Montreal, QC LanAdmin Member 2013-Jan-27 8:31 pm Re: get service directly with Bell said by rkaushik: Unfortunately we are stuck with bell owning the lines. If it took bell that long then it would have taken longer via teksavvy Not sure 2013-Jan-27 8:31 pm: · hey mods ·
TSI Ashleigh Premium Member join:2013-02-24 Chatham, ON TSI Ashleigh Premium Member 2014-Apr-3 7:23 am Review Hello MarkBogus, Thank you for the updated review. I am happy to hear you are still enjoying the service. I regret to hear there was an issue with your modem, I am however thrilled to see we were able to send you a new modem and get you back on line. Thank you again for the updated review. If you have any issues or questions we can always be reached through the Direct Forum »/forum ··· avdirect. Thank you Tsi-ashleigh 2014-Apr-3 7:23 am: · hey mods ·
TSI Keith Premium Member join:2012-07-09 TSI Keith Premium Member 2014-Oct-31 9:47 am Your recent update Hello Mark, Thank you for the update here, it is sincerely appreciated as we always love feedback from our customers. I'm glad to hear you are still satisfied with the service though sorry to hear you have had repeat issues with these modems. I can ensure you though that this is not an issue that we commonly see with these. It never hurts to have a spare modem laying around for troubleshooting purposes and the like, but you definitely shouldn't need to invest in a backup expecting another failure. Regards, Keith 2014-Oct-31 9:47 am: · hey mods ·
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