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TekSavvy DSL page on DSLReports
Six Month Rating

Reviews:
bullet 1110 reviews (920 good) (78 bad)
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Review by trivalice See Profile

  • Location: Mississauga,ON
  • Cost: $45 per month
  • Install: about 10 days
  • Telco party Bell Canada
Good "Excellent speeds, reasonably fast support"
Bad "Webportal could be better"
Overall "Great alternative from the bigger companies"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

Former customer of Rogers Cable and was tired of the slow upload and random lag during online gameplay. Ordered in Teksavvy DSL and scheduled service for a Friday while the hardware came in much earlier. Bell technician arrived early around 2PM and finished quickly. Second technician came around 6PM and the process of the wiring and testing took about 20 minutes.

Activating the service was a problem since it wasn't very clear in the email where to put in your credentials. Called in for support and the wait time was around 15 minutes but resolved quickly. Tested speed was immediately as fast as advertised.

Within the first 24 hours of service, there were some random drops in connection. Internet would just go out and there would be no other solution except to reset the modem. A post of the forum resolved this within an hour and my service has been fine ever since then.

I'm not sure if it's an issue with the modem but the wireless option seems to be a bit flaky on it. While connecting through it via ethernet is perfect, the wireless doesn't seem to be able to maintain the speeds despite being only a room away from the modem.

The online webportal could have some more features. It currently doesn't display the data cycle so I'm assuming the bandwidth limitations reset at the beginning of each month. It would be nice to see a day by day usage and service cycle date.

Overall, I'm quite happy with how it turned out in the end. The new 10mbs upload speed is significantly better than what I was getting with Rogers and actually allows me to stream on Twitch. There hasn't been any hiccups in the connection ever since the fix on the forum. Here's hoping DSL technology progresses more and gets even better speeds at reasonable rates.

member for 159 days, 2 visits, last login: 153 days ago
updated 159 days ago

Comments:

TSI Ashleigh
Premium
join:2013-02-24
Chatham, ON
kudos:7

Review

Hello Trivalice,

Thank you for the review. I am happy you are enjoying the service with minimal issues. This is stupendous to read. I am happy to hear your enjoying the new 10 mbps upload speeds. If you are using a modem with a built in router and am not finding the signal range to be ideal for your home you may want to use a separate wireless router to ensure your receiving a strong wireless signal. We have many customer’s doing this currently to ensure a strong wireless signal in the home. In regards to the online portal this is being upgraded currently. The new version hasn’t been released yet however will have many more features and will be much more customer friendly. Keep checking our website for the new portal.

Thank you again for the review, please keep us posted on your TekSavvy journey.

Thank you
TSI-Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee

Review by Jay S See Profile

  • Location: Toronto, ON
  • Cost Contract price not specified.
Good "Good stable service"
Bad "Consumer privacy not protected, customer service going downhill"
Overall "Good internet, bad support, privacy in danger"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

We were with TekSavvy before they got very popular here in Toronto, and have been very satisfied with their service, including their Tech support. I would give an honest 4 stars, they provide pretty good internet service, haven't really had any issues. As you can tell from other reviewers though, there is a sharp decline is the quality of customer service from TekSavvy. It just progressively got worse to a point where calling them is really painful. I guess this is a common scenario where a small quality company turns big and doesn't really care about you anymore.

But that wasn't the reason why we cancelled. After hearing about their incident with giving out customer information, we got very uncomfortable (the incident with hollywood studio Voltage Pictures). I heard people were getting sued for downloading movies and what not. Although I am against any kind of copyright infringement, I'm more against the idea losing my online privacy. We just felt really unsafe ever since then and had to switch services.

member for 159 days, 0 visits, last login: 159 days ago
lodged 159 days ago

Comments:

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Review

Hi Jay S,

Thank you for your review. From what I read, seems like you are missing some key information. For more information on the topic, please visit the following links:

»www.teksavvy.com/en/why-teksavvy···0th-2012

»www.teksavvy.com/en/why-teksavvy···8th-2012

»blogs.teksavvy.com/?p=498

There has been also many threads discussed on the TekSavvy Section of this forum (DSLr) regarding the topic which can be found here:

»Voltage court case

»Voltage vs. John Doe Jane Doe - June 25th Hearing - Audio

»Teksavvy vs. Voltage?

On the Canadian Broadband forum section of DSLr:

»Voltage Versus Teksavvy progress

»Voltage Versus Teksavvy, Round 2 Continued

Other Links that can be found online:

»activism.outbrave.ca/canada/teks···for-you/

Cheers,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.
jake

join:2013-11-13

worst service i have seen

i ordered service from this guys and on day when it was suppose to start of course it didn't work so i called them being on hold for 1.5 hr finally somebody answered and being with them on the pone for more than 30 min at the and they say they don't know what is problem why internet doesn't work to call them back next day again so i called back next day again same thing waiting on hold about 1 hr for somebody to talk to and again they say they don't know what is wrong they cant make it work but guy told me that in about week somebody will call me back to arrange appointment for technician to come to see what is happening (that is taking too long for them to do anything )so i just told them that i don't want to do anything anymore with them so i called other company and had internet up and running in couple hours but now they still want me to pay them for services that they do know i don't use

stay away from this guys all they do is take your money and don't care if you have service or not

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Re: worst service i have seen

Hi Jake,

Could you please PM me with your account information so that I may take a look at your account? I'd like to see where we went wrong and discuss things a bit further with you.

Cheers,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.
jake

join:2013-11-13

Re: worst service i have seen

I am done talking with you guys when you send collection guys after me to collect your money for service that you know newer worked
bookertdub

join:2012-10-08
San Diego, CA

Re: worst service i have seen

Because cutting off communication solves the problem!
dra6o0n

join:2011-08-15
Mississauga, ON
Reviews:
·ITalkBB
said by jake:

i ordered service from this guys and on day when it was suppose to start of course it didn't work so i called them being on hold for 1.5 hr finally somebody answered and being with them on the pone for more than 30 min at the and they say they don't know what is problem why internet doesn't work to call them back next day again so i called back next day again same thing waiting on hold about 1 hr for somebody to talk to and again they say they don't know what is wrong they cant make it work but guy told me that in about week somebody will call me back to arrange appointment for technician to come to see what is happening (that is taking too long for them to do anything )so i just told them that i don't want to do anything anymore with them so i called other company and had internet up and running in couple hours but now they still want me to pay them for services that they do know i don't use

stay away from this guys all they do is take your money and don't care if you have service or not

That doesn't sound like you ordered service directly from Teksavvy. What 'company' did you contacted again?

If you got the internet order from a third party that resells teksavvy's internet, you are given teksavvy's phone number for the customer support alongside the company number in that case.

Review by AlexS See Profile

  • Location: Canada
  • Cost: $40 per month (month by month)
  • Install: about 15 days
  • Telco party Bell Canada
Good "Service is acceptable when it works"
Bad "Little to no support or communication when service is down."
Overall "Don't "depend" on this service."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)

-- TERRIBLE AND UNRELIABLE SERVICE --
My DSL went down on my billing date.
They told me to try a different modem.
Bought one from them - they double billed me.
Told me install for "new" service would be 10 Days after the call (Nov 11).
Received new modem & proved DSL was down, not my modem.
They said repair would be within 2 days.
After 2 days they called to say I didn't have DSL on my line (but I did, for 8 years??)
Told me "new" service install was scheduled for a different day.. Still don't know when that is.
--- I have been without internet for 10 days.
--- I have no idea when it will be fixed.
--- I have spent over 4 hours phoning them so far.
--- I am still paying for the service.
(This time I'm waiting for them to call me)

member for 162 days, 0 visits, last login: 162 days ago
lodged 162 days ago

Comments:

TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:32

Your Review

Hello AlexS,

It is most disconcerting to see you have had these issues. If you could please post in the »TekSavvy Direct forum so I can take a look at your situation. I'd like to make sure we get this resolved for you appropriately.

Best Regards,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

Rhoarenth

@scansafe.net

TSI service

I couldn't agree more. The unfortunate reality with TSI is that they do not know how to handle exceptions. It is always Rogers, Bell or Telus' fault. Or they have opened a ticket with Bell and Bell is sitting on it, and so on. Being the service provider, they should own the problem and work to resolve it.

As long as the service (DSL or Cable Internet), you are good. It is the first hiccup or problem that things start to tear apart. Which is further aggravated by inconsistent responses from their CSRs (phone and direct forum). Issue diagnostic becomes a very incoherent and haphazard exercise with the blame is always on Bell (or Rogers, Telus).

I would suggest trying Start Communications. They seems to do a better job in handling exception, customer expectations and taking ownership of the problems reported by their customers. I do not work for Start, nor do I have any association with Start.

Rhoarenth

@scansafe.net
additional thoughts on TSI response to customer complaints. As I go though these Forums I see a consistent pattern: The person complaining is asked to contact TSI on Direct Forum. But the same or similar issues keep coming up again and again (as ascertained from Forums postings). TSI does not seem to manage problems by finding a real or permanent solution. Just ad-hoc response, line stats, speed test, etc. but no concrete steps to address the problem. I can contrast this TSI modus operandi from Start Communications in Start's handling of reported issues with Sagemcom DSL modem. Start found a real solution to that problem - a new modem which even have their branded firmware; on the other hand TSI keep repeating that same line : we have not heard back from Bell yet. Unfortunately this is not how you solve problems or issues by waiting on others or blaming others.

kalkuly

@70.28.95.x
When I moved last June, I had Teksavvy landline and dsl service reinstalled at my new home. I had been happy with the service at my old place and so just canceled my service and installed my new service in my new place - won't go into the reason here. I knew where I was moving to in April so I started the installation process there and then. I figured that 2 months would be plenty of to have everything in place when I moved in. Certainly didn't work out that way - appointments were cancelled and so hookup dates were not respected. Indeed, it was hell to setup and I was without a phone until mid-July. Unfortunately, Bell stuck their big thumb in the works by cutting my service once it had been established. Having unnecessary techs coming to my door, leaving messages without even ringing the doorbell and telling me to call Bell to set up another appointment - the first tech had told me that there were no problems with the lines in my apt nor my building but that bell HQ was the problem, they turned on the phone and the next morning turned it off, sent another tech out - the one who didn't bother to ring the bell and left a false number to call (I should've been told to call Teksavvy to arrange another date :/). I lucked out when I called the bell number by being shifted to the wrong dept - the person on the other end of the line was NOT clueless, unlike all the others and actually arranged for me a weekend visit. It took almost another week to get my phone.

After all that, I do have to say, things have been better. I have had no problems with either my phone or my dsl so I am staying put - and when Bell telemarketers call me, as they do regularly, I tell them I am boycotting Bell.
dra6o0n

join:2011-08-15
Mississauga, ON
Reviews:
·ITalkBB

Re: Teksavvy problems

Sounds like Bell is targeting you to make you go back to them.
I'm not sure if Corporations play harassment games to get things to work their way, but heck the NSA tries to 'stop terrorism' by shaming people with their porn activities, so sky's the limit right?

Review by CaptainMazda See Profile

  • Location: Mississauga,ON
  • Cost: $37 per month
  • Install: about 3 days
  • Telco party Bell Canada
Good "Friendly reps"
Bad "Constant disconnections, slow speeds, impossible to contact due to congestion and hundreds of complaints"
Overall "Disappointing"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

My Other Reviews

·TekSavvy Cable
I think it's fair to update my review because my experience has been horrible the past two weeks with no signs of improvement. When the entire GTA began suffering from Teksavvy's DSL and cable outages, my connection went down as well and did not return. I spent over two hours on the phone with tech support (after a grand total of more than an hour on hold) and they managed to send a Bell technician the following day. The technician then lowered my speed profile from 15M/1M to 13/650K. Since then, my DSL connection drops whenever the phone rings and at any random moment. This weekend I've barely had a stable connection and my speeds have gone down to 11M/600K. I spent another hour on hold and could not get an answer from tech support. I contacted customer service to make changes to make changes to my account and lo and behold, they finally picked up. I've been a loyal customer for almost 7 years and because I barely have a connection with DSL, I considered switching over to the 25/2 cable because the last agent I dealt with promised a small discount towards the cable modem and activation for my troubles. The new agent I spoke with told me it would not be possible so I decided to no longer continue supporting Teksavvy.

Since their tech support has been unresponsive and is not addressing my issues, I'm leaving Teksavvy and will switch to Vmedia cable for a faster, unlimited cable connection for less money.

The bottom line is, don't expect any value in return for your hard-earned money. Now pick up the phone so I can cancel already.

Attachments:
Click for full size


member for 6.7 years, 361 visits, last login: 157 days ago
updated 168 days ago

Comments:
a1_Andy
Premium
join:2005-12-29
Oshawa, ON

Line Filter?

If your phone kicks off the DSL when it rings its most likely a bad line filter.
Changing it out should solve the problem.

CaptainMazda
Captain Mazda

join:2007-08-08
Mississauga, ON

Re: Line Filter?

I don't have filters on the phone jacks, Teksavvy told me I didn't need them when I upgraded from the copper.

TSI ShawnS
Premium
join:2012-11-22
Chatham, ON
kudos:3

Re: Review

Hello CaptainMazda,

Thank you for your review.

I'm really sorry to hear that you have been suffering from the recent outages. We also apologize for the wait times to reach a representative.

Our goal is to get you online, you are syncing at the correct speed. Yet you are still receiving slows speeds and you also state that when someone calls the internet disconnects, There may be noise on the line affecting this or as a1_Andy stated, may be a filter issue.

You are set on the correct speed profile for 15/1.

Please post in the »TekSavvy Direct forum so that we may assist you further.

Thank you,
TSI Shawn S
--
TSI ShawnS (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (»»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

CaptainMazda
Captain Mazda

join:2007-08-08
Mississauga, ON
Reviews:
·TekSavvy Cable
·TekSavvy DSL

Re: Review

Hi Shawn, the parasites/bad phone voice quality returned after the Bell technician left which also coincided with the constant dropped connections, especially on weekends. I don't use filters. I already went through two hours of tests with Teksavvy the weekend before last, we've established it's not on my end. I need a technician who actually knows what the problem is who can come and fix it, but I can't request one if I can't get through to tech support. Everything was fine from the day I upgraded from 15/1 until two weeks ago. I refuse to believe that somehow I can no longer get 15/1 speeds at the same time that Teksavvy suffered from major outages and issues in my area. I just want my old speeds and stability back.

Review by cepnot4me See Profile

  • Location: Severn Bridge,ON
  • Cost Contract price not specified.
  • Install: about 20 days
  • Telco party Bell Canada
Good "Tech Support, Cost, Unlimited packages."
Bad "Antiquated Tools to test service availability. It's DSL., Lots of hoops to jump through to get set up"
Overall "If I get the FTTN 15/1 service I will be pleased"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

Let me start with saying that I am A Rogers Cable Technician. Internet, Telephone Cable, Commercial, Residential and Specifically on Rogers Smart Home Monitoring. I come with some pretty good industry experience.

I spent a good deal of time shopping around for my internet connection. I moved 2.1KM from the end of the Rogers network. Severn Bridge Ontario.
Cable was and still is my preferred connection method, but that option is just not available till I can convince the planning department to extend distribution to my area.

So I was stuck with DSL. I have spoken first hand with a lot of Teksavvy customers, I have done their Cable connections for them. I heard a lot of positive things about the company. So as opposed to going through Bell for the dreaded switch to DSL I decided to go through Teksavvy.

With enough friends in the industry I had my Postal Code tested for speed. Test results came back with 0.6mbps down, I had just disconnected my Rogers 25mbps connection, so I really did not like the idea of basically paying for a 56k connection.

With friends on the phone and tests of a few phone numbers of my neighbopurs, I found that I was in fact eligible for the 6mbps DSL service. Not great, but acceptable.
Placing my order for 10 mbps through the online wizard at Teksavvy.com resulted in a phone call. (I figured I would aim high, hope for the best.)

I was advised the package is not available in my postal code as they could only provide 0.6mbps, It took 20 minutes but I convinced the rep to push forward the order but at 6mbps. I advised her that the tools provided by Bell were not a guarantee and that my neighbours connection (Family) were capable of at least 6mbps. The CSR reluctantly agreed.

Installation took awhile due to my own schedule and finding a day that worked. (I was disappointed to find the Bell didnt work weekends, (We Rogers techs work 7 days a week.)

Installation day came and went, Modem came up in the morning. A quick call to Tech support to figure out how to input my info to authorize the modem was seamless and humbling. (Im used to Rogers, connect it and go.)

Now 2 weeks in.
Im registering disconnects frequently. 6mbps doesnt cut it, I think (without troubleshooting much) Between torrent downloads and browsing I am bottoming out the entire 6mb connection resulting in time outs when browsing.

I need more.

So with my dryloop phone number I checked Bell.ca

Turns out FTTN isnt available in the entire postal code, But It is available on my street.

That phone call was fun. Bell is able to deliver 15/1 to the address, however the CSR is advising Teksavvy can not.

I tried explaining that if Bell can deliver it, so can they. That didnt work.

So at the present, I put in an online upgrade of service request, my assumption is that they can run the same Dry loop number to determine that Yes in fact they can deliver 15/1, and I will see the upgrade shortly.

Am I pleased with the service? It's DSL. Im a cable guy. No, I am not happy. But I can not complain about Teksavvy themselves. They are simply providing what Bell provides. I understand they are at the mercy of Bell, No different than their Cable division is at the mercy of Rogers, and me.

I'd have preferred a more seamless transition to FTTN services, but once again. Bells tools. We are at their mercy.

I will update this review pending on how or IF I get transitioned to the 15/1 FTTN service like I ordered. Or If I get the run around and have to switch to Bell to get the same service.

member for 173 days, 110 visits, last login: a few hours ago
lodged 173 days ago

Comments:

TSI Ashleigh
Premium
join:2013-02-24
Chatham, ON
kudos:7

Review

Hello Cepnot4me,

Thank you for his review. I apologize that the Cable internet is not available for you at your location currently and had to set up the DSL service. I understand that you are looking for a higher connection speed with your DSL. I do have to tell you; you are correct if Bell can offer a service then TekSavvy should be able to as well. Can you please message us through the Direct Forum »TekSavvy Direct with your account information? I would like to investigate your account and ensure your address qualifies for the 15/1 DSL connection, if so I would like to ensure your order goes through for you.

Thanks you again for this review.
TSI-Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee
chall2k56

join:2007-10-03
Stittsville, ON

Improvise

You could have always laid optical fibre to the nearest Rogers Node to get your service
cepnot4me

join:2013-10-29
Severn Bridge, ON
kudos:1
Reviews:
·TekSavvy DSL

Re: Improvise

If it was only that easy. I mapped it out. A 2.3km aerial plant extension on existing hydro poles from the end of line on Muskoka st in Washago, would deliver me Rogers services. And by default provide it to 38 homes that it would have to pass to get to me. I can run my own line and be good on 11 Guage for 760' anything more and my receive signals are out of spec. However, I do plan on convincing Rogers to extend the distribution at some point. If 25 new customers would sign up, it's doable as that revenue outweighs the cost of the extension.
chall2k56

join:2007-10-03
Stittsville, ON

Re: Improvise

Go door to door and ask

Review by drumul See Profile

  • Location: Etobicoke,ON
  • Cost: $30 per month
  • Telco party Bell Canada
Bad "no permanent/reliable dsl service after four days from installation and very poor experience with teksavvy"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

i have cable internet with Teksavvy. i don't need extremely high speeds and i thought of switching from cable to dsl, with 1mb faster dsl and $1 cheaper than cable. telecom came over to install. we had issues connecting/logging into teksavvy for a long time. either dsl signal was not recognized by the modem or the internet light was off. i bought a new modem thinking the netgear may be at fault. no change, same think happens with the new modem. dsl connectivity goes off intermittently as it does the internet light. then it won't reconnect even after re-booting and/or resetting the modem several times. dsl light might come on after 30 minutes but no internet light (no connection/logging into teksavvy). god forbids, if power goes off, same think happens, i'm out of luck. all in all, i called teksavvy to cancel the dsl as it is useless and tell them i stick to cable for now. i need internet at all times and cannot keep testing and playing with the dsl back and forth. over the weekend i called and someone made notes in the system and advised that being a 10 year old customer and as i stick to cable, the 1 month in advance prepay and the $50 deposit can be arranged to be refunded. surprise, surprise, today technical support did not want to authorize the refund of $50 installation charge but after asking to speak to a manager agreed to transfer the remaining 1 month in advance charge (30 - 4 days ??? why not the full month) from dsl to my existing cable account. i don't know why i have to be penalized for something that is not reliable and doesn't work. as it works i can't cancel cable to t/s the dsl and be at either teksavvy or bell's mercy if ever fixed and i can't be paying for both and using cable because it works but also pay for dsl indefinitely just for t/s purposes. i will have to return the brand new dsl modem/router, be charged a 5% restocking fee and also accept to pay the $50 teksavvy installation charge for something that did not work. i find this unacceptable, i wonder if anyone at teksavvy thinks outside the box and if perhaps teksavvy wants customers to go elsewhere.

member for 174 days, 0 visits, last login: 174 days ago
updated 174 days ago

Comments:

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Your Review

Hi drumul,

Thank you for making us aware of this. I would like to look into your account and find the call where the agent advised you that you would be reimbursed the fees. We will ensure that the proper coaching is performed and we can also honor what you were advised. Could you please PM me your account information with an approximate date, time or even the name of the agent if you remember. If not it's not a problem, I will still investigate this.

Thank you,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.

unresolved

@pppoe.ca

Re: Your Review

hello jonathan,

thanks for your reply. i am not in a business of complaining nor giving names as this doesn't make me comfortable and i don't think this is a coaching issue. this is the first time that i have this experience with teksavvy in 10 years. the representative i spoke on saturday with, made a normal and justified comment that given the length of service and the fact that i keep the cable, arrangements can be made to be refunded for something that doesn't work. i am not sure if it was just verbal or that refund notes were also added but don't you agree ? shouldn't we all pay for services that work ? i advised that i will still be testing and watching the dsl connectivity but due to rather the lack of it, i had to alternate and use my cable internet over the last four/five days. today's t/s representative said to make arrangemnts to transfer the remaining amount from my monthly prepaid dsl amount to cable. why remaining and not the full month ? the dsl service was not continuously and reliably working since it was installed and going forward i wanted dsl not cable. i had to cancel the dsl against my will, as cannot and it doesn't make sense to go on paying for two services when only the cable internet works and the dsl only being investigated. as far as the $50 is concerned, this charge should teach me a lesson in the future. at this point i do not wish to create any animosity and i will accept this otherwise wrong resolution. not only that i didn't get my wish resolved but i am also being charged for no service.

regards.

Review by DSLrofl See Profile

  • Location: Vancouver,BC
  • Cost: $45 per month
  • Telco party Telus
Good "Good connection once it's actually activated"
Bad "The initial activation process"
Overall "Don't deal with the phone operators. You are better off dealing with them via the forum"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Services:
Value for money:
(ratings match consensus)

Line Speed: "High Speed DSL - Up to 25Mpbs"

Local Time Zone: PST (To avoid a mess, all times gives are in PST, pls add 3 hours for EST if needed)

*

******Update #2: Oct 27/13******

Telus came on September 20th to hook up our internet. He was here a little after his window, but did at least call to let us know he was running behind. Once the tech was here, he made the connection fairly quickly. Once complete, he said it should work within 30 minutes; worked as soon as I booted the router. So far the connection has been good, with only 1 short ~30 minute outage. Speeds have been good & where they should be for my package on sites like speedtest.net (»www.speedtest.net/my-result/3061623759), and while actually downloading files.

I got my first invoice on the 15th of October; not totally sure why it was on the 15th, and not the 20th as that's when my connection was made. They did process the 2 week credit they had promised me correctly, as well as the credit for forgetting to send my filters.

Updated my ratings.

*

*

******Update #1: Sep 15/13******

On September 7th I posted my information in the Direct Forum as per the request of TSI Alan. 2 csr's apologized, and told me my account / situation was being looked at further. As it looked like I wasn't able to have anyone at home on the 20th for the install, we messaged back and forth exploring different times/dates. On Sep 10th I got lucky and found someone to be here for the install, so confirmed the 20th from my end. On Sep 11th a csr confirmed the appointment from Teksavvy's / their installers (Telus') side. I asked for a 2nd confirmation as I didn't want a small mistake again, like on Sep 3rd. On Sep 13th, a 2nd csr reconfirmed the appointment for me.

So, I'm now 5 days away from my confirmed appointment, and am hoping that I will see Telus here on that day.

I've bumped up my rating on the Install Co-ordination, but only by 1 / 25%, as I am waiting for the Telus tech to show up first before bumping it up any higher. Plus, the previous bad experience hasn't just disappeared, so am keeping it in mind as part of the rating. I'll update again a week or two after the install.

*

*

**Note: For when I update this later, this portion of the review was written on September 6th 2013**

Aug 20th: As I had some questions about the modem before I signed up, I decided to call Teksavvy rather than just signing up online. After talking with Tech Support for a few minutes, I asked to be transferred to the sales department. A customer service rep picked up the line; I said I was actually looking for sales. However, he said that even though he was off in a few minutes, he was still able to help me out. He proceeded to take down my address (which took 3 tries) and phone number. He put me on hold while he went to go check if I was even eligible for the service. Comes back from hold, and tells me that he is sorry, but I'm not eligible for DSL/that service. I was a little stunned, and wondered how that could be correct, but took his word for it and hung up.

Aug 21st: As I knew that Teksavvy just resells the bandwidth from Telus, I figured I would check on Telus' website to see if I was eligible for their 25Mbps DSL. Turns out I was. So, I figured the guy from last night probably didn't feel like signing up a new customer when he was supposed to be off from work. Or, was too ignorant or stupid to input my address & phone number correctly. Either way, I figured I would give Teksavvy a shot anyway (having read reviews, I knew their customer service was/is their weakest point, and figured that this would be my one bad experience, and would probably have a positive one now). Called in to sales, and started the process again. This time, I was eligible. We went through the various steps; username, password, modem, and then was told I would need a filter, so ordered 2 of those too. Then came time for the installation appointment. She checked for their availability for a few minutes, and told me that the earliest I could book was for the next Wednesday, August 28th, but there was also time available on the Thursday, August 29th. As my wife had to take the day off from work, so that we could be available for the 9 hour(!) window of 12pm – 9pm, I said that the Thursday would work better. We continued on with a few more items, including all the legal stuff, etc. I got a confirmation number for my order, got off the phone, and thought that everything was good to go, and that I had had a positive experience.

Aug 29th: Installation day. The wife stays home from work to let the technician(s) in. I come home at around 3pm to take over the evening shift of waiting. 9:15pm comes around, and no one has shown up yet. I figured I'd give them until around 9:40pm, before calling customer service to see what was going on. Unfortunately, because I work early in the mornings, I fell asleep on the couch around 9:30pm, before I could give Teksavvy a call.

Aug 30th: Decided to call Customer Service at 5am, while getting ready for work. According to this csr, the install date I had been given previously was not a confirmed date, and that I should have gotten a confirmation email. I said I have a confirmation number, but apparently that was of no good to me in this situation. Also, apparently the csr on Aug 21st should have told me that this was only a “hopeful” date. I found this rather weird, as it seemed like the csr on the 21st was able to view their calendar, knew when they were available, and made no mention of this still being up for confirmation. Today's csr told me that she would send an email to their installers (Telus), to request an appointment. I was told I should know something within 48 hours.

Sep 3rd: 4 and a half days later (108 hours), I still hadn't heard anything about my appointment. Called Customer Service again. After explaining the situation to this csr, she put me on hold for a few minutes to look in to the situation. She came back, and told me that I have an installation appointment set for Sep 6th. I asked why I hadn't been notified about this appointment, and why I had to spend ~30 minutes on hold to get this info myself. She told me that Teksavvy must have only found out about the appointment recently, and that they haven't had the chance to contact me. So, back to the appointment; I asked 3 times, very specifically, if this appointment was a guaranteed appointment, or one that would need to be confirmed again. She said that this date came from the installers (Telus), so this date is a definite date. I check with the wife if she can take that day off from work, she says yes. I ask the csr one more time if this is a guaranteed appointment or not. Once again, she says it is.

Wife books time off work (again). She is asked if she really needs the day off, calls me to ask about appointment again, I say “no, take the day off, I was told this is a 100% confirmed appointment”. She takes the day off.

Sep 6th: Phone rings at 3:30pm. Wife picks up – it's Teksavvy. I get the phone;

csr “Hi [name], I just wanted to confirm your installation appointment for the 20th”

me: “Let me stop you right there. I have an appointment for today. Are you making a 2nd appointment, is this a mistake?”

csr: “No sir, that date is incorrect. Your appointment is for the 20th”

me: “I'd like to speak to a manager”

csr: “ok, that's no probles, [etc etc]”

After a few minutes on hold, the csr comes back,

csr: “Sorry [name] for the long wait, but a manager will be with you shortly.

Me: “ok, thanks”

csr: “oh, and btw, I can offer you 2 free weeks of service due to all this”

me: “ok, thanks, that's very nice of you. I'm sure the manager will be able to help me out even better than that. I'll just speak to him or her about it”

csr: “no problem, i'll put you on hold again”

On hold for a bit more. Transferred to manager

The manager was basically useless. The manager told me he would look in to the csr who helped me, and give that person training. I told him, that he would need to talk to 4+ people in that case. He was confused / not sure how the csr I spoke to on Sep 3rd, was able to give me the date of Sep 6th for my installation. He had 0 idea where that csr could come up with that date. He told me he was very sorry, and that all he could do was get me the installation on the 20th. I asked what will happen when no one shows up on the 20th, like my last 2 appointments? He said that this was a confirmed appointment, and that Telus would be here for sure. Since this is exactly the same as what I was told on Sep 3rd, I asked him if there is a confirmation email I can get (Remember, the csr on Aug 30th asked me if I had received a confirmation email for my Aug 29th appointment). I was told there is no confirmation email he can send me. I told him that this was ridiculous, and was costing us money every time we get set up with these false appointments. I explained that my wife has now taken 2 days off from work, and we will have a total of $336 in lost wages; $20 x 8 = $160. $160 x 2 = $320. $320 – 30% tax (being generous) = $224. She will need to take another day off on the 20th now too, so that's another $112 for the day. $224 + $112 = $336. He went on to offer me 2 free weeks of service, the same as the csr earlier... so, great management authority there. I once again asked how I can be sure that the appointment for the 20th will not be “unconfirmed and missed” once again? He was not able to do anything except verbally say that it's a confirmed date. I told him I would keep my installation date for the 20th for now, and think about my options.

Afterwards, I called Telus to see what they had to say. They offered me a $5/month discount from their posted price, plus I'd get another $5/month off my phone bill due to bundling 2 services. They do want a few more dollars a month compared to Teksavvy, but you don't have to buy the modem. So it's pretty close.

So yeah, not sure what I will do yet... I would like to stay with Teksavvy, as “we've already come so far”, but they sure are making it difficult. I'll update this as things progress, either with a different ISP or with the remainder of this Teksavvy install, and subsequent speeds.

member for 226 days, 13 visits, last login: 170 days ago
updated 175 days ago

Comments:

TSI Alan
Premium
join:2012-11-22
Chatham, ON
kudos:3

Thank You For Your Review

Hello,

Thank you for your review.

Our sincere apologies for the experience you have went through to sign up for our services. That is not the TekSavvy experience that we strive to provide for our customers.

If you would kindly post your account details in the Direct forum, we will look into this for you. (If you reference this thread in your post that will be very helpful.)

Thank you.
--
TSI Alan (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee
Follow us on Twitter: @TekSavvyCSR; @TekSavvyNetwork

Review by UK_Dave See Profile

  • Location: Powassan,ON
  • Cost: $35 per month
  • Install: about 7 days
Good "Excellent price, excellent service, fights against the big guys on behalf of the user."
Bad "They can't help problems that Bell cause."
Overall "There is no better choice in Ontario."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

My Other Reviews

·Bell Sympatico
As of March 2013, I've restored the connection Reliability score to maximum. I've also restored the Tech Support rating. My problem for the last 6 months turns out to have been a Bell problem - although it didn't seem to affect many local Bell customers (suprise, suprise!). A local network update by Bell solved the problems overnight after 6 months of hell. Myself and other non-Bell customers are now back online.

One point of tech support is still missing - their communication with Bell was not ideal nor speedy. This will of course be down to Bell. However I can only score this on what I experienced - and hope that maybe Marc (the very responsive TSI CEO), might raise the issue of Bell sharing their upgrade dates, at the next TSI/Bell sit-down.
-------------------------------------------------------------------

As of Q1 2013, I've lowered the connection reliability by 2 more points. My internet connection is literally unusable 7 evenings a week, and lots of daytime weekend (pings over 800+ms make everything impossible to do).
I've posted in Direct, but trying to get some problem ownership to push things just isn't happening.

As of Q3 2012, I've lowered their connection reliability score, and tech support score, by 1 point each.

Because:
My evening connections are flaky now, which may or may not be TSI's fault.
Their tech support are still good, but it can take an eon to get through some days.

member for 3.2 years, 182 visits, last login: 180 days ago
updated 180 days ago

Comments:

TSI Danielle
Premium
join:2012-05-31
kudos:11

Your review

Thank you for your original review and taking the time to update it. We appreciate the criticism of the wait times and evening connection issues. I see we're already working with you in the direct support forum to get the connection issue solved. Thank you for giving us the opportunity to get the issue resolved for you.

Danielle

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24

Finally :)

Hi Dave,

Glad things finally got better for you. Those pattern match's can be quite challenging but at the end of the day, you are now surfing with ease

Cheers,

Andre
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog

Review by vovan_st See Profile

  • Location: Bolton,ON
  • Cost: $40 per month
Good "Price"
Bad "The worst service I have ever been provided"
Overall "Do not provide the service, steal your money and waste your time"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)

I was their customer for 8 months.

In the beginning of the August I arranged to move my Internet service to a new location and I scheduled date for moving on August 25th. After moving (August 28th) I connected my modem to the cable and it worked although nobody appeared at my place from TekSavvy or Rogers. Therefore I did not suspect anything bad.

In a few days service did not work. It was Thursday (Aug 29). I was able to get an assistance on the line only on Friday (lines were constantly busy - I waited few times at least half an hour each). They collected all necessary information for opening a ticket (it took 40 min) and said the technician was going to be on Tuesday or Wednesday.

However nobody appeared! When I called on Wednesday evening they shocked me saying that the ticket was NOT opened!!!! I spend time on the phone (again 40 min) providing information for a new ticket and technician was scheduled on Monday at noon.

I had to take a day off on that day. And one more surprise. I finally got a call from technician but they sent him to the old location I moved from 2 weeks ago!!!!!

I called them again and they said that my service was not moved!!!! They proposed new dates for moving on the weekend but I could not get a confirmation when exactly.

Their lines were constantly busy (I was waiting at least 30-40min each time)!!!! It is easier to CIC customer service.

I was trying to schedule new dates for moving several times. However, they just kept promising that it was going to be moved soon and did nothing - they just scheduled new appointments and nobody came. Do you think it is enough time to move the service for more than a month?

Moreover, they did not forgot to charge me for September in despite of the fact they stopped providing me with the service since the end of August. They just keep withdrawing money from my card.

When I was fed up with it and decided that it is enough to fool me I requested to cancel the service on September 20th. In fact there was nothing to cancel - I did not have it.

Now they refuse to refund the money they charged for the service they did not provided!

They just stole my money!!!
I am shocked how it can be! People who steal are send to jail. They do the same but keep fooling people. Why can government or regulatory committee allow them to do it.

Their license should be revoked!

member for 190 days, 0 visits, last login: 190 days ago
updated 190 days ago

Comments:

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Your review

Hi vovan_st,

This sounds like a pretty bad experience and would like to look into your account to see if everything that can be done has been done. Can you please PM me TSI Jonathan See Profile your account information so that I can take a look?

Thank you,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.

PAULSKY

@rogers.com

Don't call Teksavvy for Home Internet for ever....

I had a very bad experience of Teksavvy DSL internet just last week.
I called Teksavvy for DSL internet and after half an hour conversation everything was set on phone saying that your internet will start after 5 business days and setup an appointment for the technician between noon to 9:00pm {(a)so I have to keep waiting for at least 9 hours for the technician to come)}
Technician showed up at 7:00pm and checked all my bell wiring and replied that my wiring is not properly installed {(b).I am using Bell landline phone since last 10 years on the same home)}
so he run a new wire from bell box to my basement by simply laying the wire on my backyard to front yard on the lawn(ground) and when I asked him to fix on the wall he said that will remain on the ground as long as I am using the Teksavvy's Internet.

After doing all the mess he could not able to connect the internet replying that I have to call Bell for checking the wiring.

On the same day when I try to contact Teksavvy's Technical Support on phone at 10:00pm I have to wait for at least an hour and half (90 minutes) to have a customer rep. to discuss the issue and in between the conversation the technical representative hangup the phone without any reason.

I was sooooo pissed off and finally I called again for cancelling my service I talk to the accounting department and the rep. replied that I won't get any refund of $65.53 as I haven't taken any risk of trouble shooting with the Teksavvy's technician.

So finally Teksavvy robbed $65.53 from my pocket even for not providing the Internet service.

TO ALL MY FRIENDS .....

THINK TWICE THRICE BEFORE CALLING TEKSAVVY FOR ANY KIND OF SERVICE

KEEP IN MIND THAT THEY DON'T HAVE ENOUGH CUSTOMER SERVICE REPRESENTATIVES AND NOT EXPERIENCE TECHNICIANS AS WELL.

I CAN SAY THAT I PAID $65.53 TO TEKSAVVY - FOR MESS AND WITHOUT PROVIDING INTERNET SERVICE.

TSIElizabeth
Premium
join:2012-08-20
kudos:6

Re: Don't call Teksavvy for Home Internet for ever....

This doesn't sound like a good experience at all. I can definitely understand why you would be frustrated. I would like an opportunity to see what happened in your account and to ensure everything was done correctly. There are a lot of things you mention that we can't avoid- the 12-9 time frame, we make this as well known as possible before people sign up, as well as the troubleshooting aspect is required in order to receive a refund. However there are certainly areas where we can improve and hopefully we can determine how to do so from your account. Again, sorry this all happened and please feel free to message us in the direct
»TekSavvy Direct anytime to discuss this.

Liz
--
TSI Elizabeth (Social Media & E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )

"Not all those who wander are lost."

Done w Tek

@teksavvy.com
This is almost identical to my experience. Currently on the phone with them for my stellar, regularly occuring, 3Mbps of service on my 15mbps line. Ongoing issues since they upgraded from 6 back in January. They used to be good, but now every time I call there is at least a 30 minute wait (today's is an awesome 60+ min wait) only to get some d-bag that doesn't give to shits about you, your internet, or your business. There seems to be pockets of people that care in the team, but maybe 1 in 4 calls result in someone who I think is willing to help, but whether or not they have been empowered to do so is another story....

Review by the1bobcat See Profile

  • Location: Brampton,ON
  • Cost Contract price not specified.
Good "Quick, efficient, friendly service"
Bad "Stuck using Bell crappy modem 50/10 Unlimited package"
Overall "Prices good. 24/7 customer service, came when they told me they would."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

My Other Reviews

·Acanac
50/10 Unlimited package..... Came to Teksavvy after Acanac screwed me. Impressed with the Canadian CSR's. Knowledgeable, friendly and they listen to you.

Impressed with their web site support as well.

Didn't like the Bell modem I had to buy. ( Used instruction found on DSLReports to force bridge mode on Sagemcom modem. Thanks)

Two months in very Happy!

member for 2.4 years, 88 visits, last login: 11 days ago
lodged 193 days ago

Comments:

TSI Ashleigh
Premium
join:2013-02-24
Chatham, ON
kudos:7

Review

Hello The1bobcat,

Thank you for the review! I am happy to see you are enjoying our service currently. Thank you very much for the compliments for our agents that you have spoken to while communicating with us. I am happy you have found their direction to be informative and friendly.

If you have any questions or concerns in the future please message us in the Direct Forum »TekSavvy Direct. We are more than happy to help.

Thank you again for this review!

TSI-Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee