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Review by Cloneman 
member for 10.7 years, 1085 visits, last login: a few hours ago
updated 130 days ago
 Montreal
 $53 per month about 5 days Bell Canada "Great company, great overall service." "Sometimes handcuffed by poor CRTC regulation." "If you're inside phone wiring is clean, they are a good choice."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Teksavvy DSL is a strong company with very good praise in Canada - one of the best choices you can make.
Unfortunately their ability to provide even better service is limited by CRTC regulation - at the time of review there's a hefty 100$ fee to signup for the higher speed tiers, and forced modem rental for VDSL. There are also numerous unfair advantages Bell maintains for its own customers, such as repairing indoor problems for free for some of their customers, or providing a free dry loop.
For some customers who have problems with inside wire, it may be best to bite the bullet with an evil incumbent ISP, like bell, which potentially can serve them better should they require work to be done inside the home. 15/10 VDSL is currently 15$ cheaper with Bell if you don't need teksavvy's 300gb advantage.
Comments:
 | | RE:Review of TekSavvy DSL (DSL) Hello Cloneman,
Thank you for your review! We appreciate your feedback.
While we do have limitations under the current CRTC regulations, we are always working to make sure that things change for the better for all independent ISP’s and our customers. We are working on the issue of the modem rental on the 25m service and hopefully things will change.
Thank you.
TSI ShawnS (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (»»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork | |
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Review by skyR
member for 6.3 years, 481 visits, last login: a few hours ago
updated 140 days ago
- Toronto,ON
- $46 per month
- about 15 days
- Bell Canada
- "300gb cap and unlimited during the night, good speeds at a reasonable price."
- "Low upload speed."
- "Perfect. Highly recommended!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I decided to finally switch over to Teksavvy when Bell refused to offer me the 300gb cap student plan or renew my 50% discount promotion even though I've been a customer of theirs for nearly fifteen years.
I inquired about the switch on the direct forums and my inquiry was promptly handled by Elizabeth and Martin. I ordered on December 4th after calling Bell to give them the 30 days notice of cancellation. I made the silly mistake of entering the wrong contact phone number and also selecting a username that was already taken (so the system automatically gave me a username with numbers at the end) but Martin and Elizabeth promptly fixed both problems for me.
I also purchased the Zyxel modem from Teksavvy. One grippe I had about this was that Teksavvy requires you to pick up the package at the post office which is sort of an inconvenience. But the modem itself is good so far.
I was told that a tech visit is required and I'd need to be home for the set date even though this made no sense as my DSL service was active and Bell has previously installed a POTS splitter for me. It wasn't a big deal so I didn't bother disputing.
I was a little terrified of the transition as I've read horror stories of the activation date being moved back, having no internet connection because Bell mistakenly unplugged your line on their end, and so on. But to my surprise, the tech called me on my set activation date (January 3rd) before arriving. He was friendly and polite but didn't do anything (as I predicted). Just came in to realize my internet connection is active and that the POTS splitter was already in place, got me to sign a piece of paper, and left for his next appointments.
A plus for Teksavvy is that they do bandwidth by the month and not by the billing cycle like Bell. Easier to keep track of!
Getting the 15/1 speed I paid for, no problems so far:
Attachments:
Comments:
| | Feedback Thank you very much for the feedback and review. Glad everything went smoothly and if you have any other questions please do not hesitate to ask.
Cheers,
TSI Jonathan
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Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc. | |
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Review by POFF
member for 141 days, 0 visits, last login: 141 days ago
lodged 141 days ago
- Vancouver,BC
- Contract price not specified.
- about 30 days
- Telus
- "Nothing"
- "Don't Do It"
- "Stay Away - Incompetent and too many internal procedure"
| Pre Sales information:
Install Co-ordination:
(ratings well below consensus)
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Totally incompetent to set-up DSL for me. I called about 10 times to confirm an installation date and they missed it three times stating that the date was only pending and I should get another call within 48 hours.
To note also, that an employee called Chris (employee ID 260) just hung up on me after he could not explain the mishaps. If they listen to the recorded conversation (why else would they record it if not listening to it in case of problems) he is problem sacked on the spot.
Teksavvy people, please no apologies, just fix it. 6048084199
Comments:
 TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | I've got it Hi POFF,
I'm looking into it right now.
Thanks,
Andre | |
| | | Can't get it right I signed up for service,a few days later at 9:08 I received a confirmation on my order.At 9:09 I received a message declining my order.Someone had mixed up my information with my brothers,an existing customer in a different city with a different last name!After straightening that out and confirming the rest of the information as correct,now they're shipping the modem to the wrong address.This after twice confirming the shipping address with two different salespeople.They got the invoice correct and took my money,they got that right.Now I don't know where the modem that I've paid for,including shipping charges,will end up and I'm concerned I'll even get hooked up at all,never mind the date agreed upon.
Not a good way to start with a new customer.We'll see what they do to correct their mistakes today,once and for all.Not impressed so far. | |
| | TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | Re: Can't get it right Can you please PM me your account details. I will look into this further for you.
Thanks,
Andre | |
| | | | | Re: Can't get it right Account #: CID220793
Invoice #: IN3781420
Thanks for getting on top of this Andre.I just received a message from Can Post on the modem delivery today.I am presently in Ajax,ON L1S 6T8 ,I do not move onto the Woodstock N4S 8K9 address until Jan.17/13.That's why I requested the product be delivered to my mothers in Tillsonburg,N4G 5X5.
With two issues having occurred already, you can appreciate my concern regarding the specified hook up date of Jan.17/13 as well as today's(Jan 3/13) shipping mistake.
Please keep me advised,thank you Andre. | |
| | | | TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8
1 edit | Re: Can't get it right Hi deviltrumpet,
So it seems that the modem will be attempted for a second/final delivery attempt. Because there is no one there it will sit at their depot for 2 weeks before they ship it back to us.
Rather than wait, I have sent out another modem to the requested address. It will be sent out today.
Cheers,
Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter! | |
| | | | | | | Re: Can't get it right Thanks Andre,I appreciate you and Martin addressing this right away. | |
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| | | | | Andre,Canada Post attempted to deliver the product to the Woodstock N4S 8K9 address but of course could not.(Notice left at door)The product now awaits pick up,with photo identification,at the Woodstock Post Office.I cannot do that,I am out in Ajax,ON, L1S 6T8 and I have no way of getting it.This package was sent by request of the sender,Teksavvy. | |
| | | | | TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | Re: Can't get it right I know, which is why we are sending another modem to the correct address that you wanted (as per my note above)  | |
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TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8
1 edit | First Look Hi POFF,
I looked into the account and I can confirm that your order was in fact confirmed for the 2nd (yesterday). Looking at the notes they posted today, they claimed that there was no access. It is possible that the person you had stay at your house left for a bit or it is also possible that the tech actually never showed... Either way, I will see if I can get this escalated for you. That being said, are you or someone available tomorrow? I can't promise a dispatch, but I can certainly try. If you could PM me with confirmation, that would be great.
As for your call with Chris, I do sincerely apologize for this type of behavior. Some things during this call were unnecessary on his behalf and I will ensure that the appropriate corrective action is taken.
EDIT:
I have requested to Telus to see if we can get a tech out tomorrow. Just wanted to get the ball rolling.
Thanks,
Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter! | |
| TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | Semi-Resolution Hi POFF,
We were able to reach Telus and in the process discovered that they did perform some of the work which means that we won't have to reschedule the order (long time frame), but we can simply open a ticket if you don't have service.
They did perform some work so its possible you now have service. If you don't, please let me know and I will have someone call you to open a ticket.
I have also PM'ed this message to you.
Thanks,
Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter! | |
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Review by westcoast
member for 150 days, 28 visits, last login: 58 days ago
updated 145 days ago
- Mission,BC
- Contract price not specified.
- (month by month)
- about 7 days
- "Stay Away from Teksavvy DSL if you use a VPN"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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On December 18, 2012 I became a new Teksavvy customer (High Speed DSL 15 – BC Unlimited Plan). The bill for the first month’s service, connection fees and modem came to $333.36. I already had a Thompson ST-516 modem and asked if I could use it with the service but I was assured by the rep that it would not work with the DSL 15 and I would need to purchase a Zyxel VSG1432 for $130.00.
I run openvpn on my router which I use for privacy and to access US content that would otherwise be inaccessible from Canada. I have used it with both Telus and Shaw in the past with no issues but I was unable to connect to the internet through the VPN on Teksavvy. I called Teksavvy Technical Support for assistance but was told that they do not support VPN’s and they could not do anything to help me. I sent an email to the VPN provider and received the following response:
“What you're now using is an authenticated DSL connection (PPPoE); you can't mask an authenticated session, or it would almost immediately disconnect (as soon as your ISP's RAS server would check the local connection, which happens in regular cycles), and you'd have no internet access at all until you shut down the VPN tunnel. There sadly isn't a way around this, unfortunately, without using a non-authenticated internet service, like cable internet, etc (the same thing happens with portal-auth systems, and cloud-based connections; anything that requires authentication to connect, cannot be obscured by VPN service); this is merely how VPN technology functions, and is not unique to our service alone.
I'm sorry I can't resolve your issues for you while you're using that ISP's current setup. If there's some way they can let you connect without using PPPoE, it should work fine; however, with an authenticated setup, there sadly isn't a way to get this to work. I'm sorry I can't resolve this for you.”
I called Teksavvy to cancel my service and asked if I could return the $130.00 modem which as it turned out I didn’t even need because my Thompson ST-516 works just fine with the ADSL 15 service even though the sales rep assured me that it wouldn’t. Initially I was told that I had purchased the modem and I was stuck with it but after speaking to a supervisor they agreed to take it back but I would have to pay return shipping and a $25.00 restocking fee. Since they would not refund me for the connection fees or the first months service I instructed them to disconnect me on January 17th so I could at least use it for the month that I had already paid for but today (December 24th) my internet went down and I am not able to obtain an IP address. According to the Customer Portal on the Teksavvy website my account status is cancelled and of course it is Christmas so they are closed and there is nobody to call for the next two days.
I had Teksavvy for one week which cost me just over $300, I had several interactions with Technical Support and Customer Service and while I did speak to a couple of people who tried to be helpful most were rude and not willing to help me resolve problems at all. Even without the VPN I found the service unstable and had to reboot my modem and router several times during the week that I had service . I recommend that people stay far away from this company because getting connected is expensive and if you are not satisfied you will not get your money back.
Update: I called TS on the morning of Dec 26th and it turned out that they had not cancelled my service early. They were not able to tell me what caused it to go down, they offered to send out a tech but warned me that the service could cost me $100 depending on what was wrong so I told them not to bother since I was cancelling anyways. I asked if they would refund me for the remainder of the month since I had no service and they told me that they don't give refunds but would send out a tech that may or may not cost me $100. About 3 hours later my internet started working again so they must have figured out what the problem was and fixed it.
Comments:
| | Response Hi westcoast,
I am really sorry to hear about the experience you have received, if you can send me a PM, I would like to look into your account and see what went wrong here.
Thank you,
TSI Jonathan
--
Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc. | |
| | | Reviews:
 ·TekSavvy DSL
| Re: Question Yes the modem was $130.00 Flat plus $10 shipping and the restocking fee is $25.00. When I placed the order I asked the rep if I could use my ST-516 and she even placed me on hold while she consulted Tech Support and when she came back she assured me that it would not work and I would need to buy the Zyxel but I have tested the 516 and there is no noticeable difference between that and the $130.00 Zyxel. You would think that after spending over $300 for a service that I can't even use the least they would do is give me my money back for the modem but the attitude was more like they were doing me a favour by taking it back at all even with the restocking fee. One of them even told me "You purchased it, it's yours".
I had no idea that Openvpn does not work with PPPoE and either did Teksavvy Tech support, I called them several times and while most were not interested in helping me resolve the issue I did speak to a couple of people who tried to help but had no idea what the problem could be. I had used the same setup with Telus and Teksavvy uses their lines so I assumed it would work but Telus does not use PPPoE authentication. I should have done more research but there isn't much information out there. | |
| | | | | | | | | Re: Question You can also flash that Telus ST-516 with Generic firmware and use it with any provider. It will also still work with Telus after the flash. | |
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| | | | Here is me posting via OpenVPN using Teksaavy just fine. I have had zero issues using it with my TPLink modem. | |
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| | | Ever heard of Bell Canada? They charge you more for shipping a modem than the modem is even worth. It's cheaper to go out and buy one rather than telling them you need a modem replacement. | |
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| | Response. said by westcoast:Yes the modem was $130.00 Flat plus $10 shipping and the restocking fee is $25.00. When I placed the order I asked the rep if I could use my ST-516 and she even placed me on hold while she consulted Tech Support and when she came back she assured me that it would not work and I would need to buy the Zyxel but I have tested the 516 and there is no noticeable difference between that and the $130.00 Zyxel. You would think that after spending over $300 for a service that I can't even use the least they would do is give me my money back for the modem but the attitude was more like they were doing me a favour by taking it back at all even with the restocking fee. One of them even told me "You purchased it, it's yours".
I had no idea that Openvpn does not work with PPPoE and either did Teksavvy Tech support, I called them several times and while most were not interested in helping me resolve the issue I did speak to a couple of people who tried to help but had no idea what the problem could be. I had used the same setup with Telus and Teksavvy uses their lines so I assumed it would work but Telus does not use PPPoE authentication. I should have done more research but there isn't much information out there.
Hi There,
Have you spoken to any associates on DSLR about this? I would really like to look into this for you to ensure everything that was told to you was correct- please message us in the Direct Forum with your account info so we can review your account.
Thanks!
Liz
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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."
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| | | | Re: Response. I'm not really sure what associates here can do when I have already spoken to several people at TS. I am now on Shaw, the modem has been sent back, I will take my loss and move on. | |
| | | | | Re: Response. said by westcoast:I'm not really sure what associates here can do when I have already spoken to several people at TS. I am now on Shaw, the modem has been sent back, I will take my loss and move on.
We the people of IRC agree that this is no big loss and allows TSI to focus on more important people/things.
BTW PPPoE and VPN have nothing to do with each other. | |
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cog_biz_useri ruin threads apparently
join:2011-04-19
Hamilton, ON | huh I'm sorry, but if you can't get internet while you're using a VPN, that's your VPN provider's fault and not Teksavvy's, and they were right to tell you that they're not obliged to help you.  | |
| | Reviews:
·TekSavvy DSL
| Re: huh I have three teksavvy accounts and use vpns with all three of them.
A VPN basically passes your data over an encrypted tunnel over the public internet. Step 1 is to connect to the internet. Once you are connected then you establish the tunnel. Teksavvy does not block vpns (because I use them here) and your internet connection should not have anything to do with your vpn.
This sounds like a setup problem and not an ISP problem. | |
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| jtl999Classified CEO
join:2012-11-24 | Why it was not working. I believe the reviewer was using VPN's directly on his router. He problem misconfigured a setting related to WAN routing. | |
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Review by sorcerer
member for 3.2 years, 32 visits, last login: 84 days ago
updated 156 days ago
- Burlington,ON
- $52 per month
- (month by month)
- about 10 days
- "Monthly quota"
- "Slow speeds, bad support, re-selling Bell services!!"
- "If you're lucky you might get a good speed and all is good otherwise it's endless tech support with no results, just excuses"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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[UPDATE Dec 18, 2012] - Teksavvy finally acknowledged my line can't handle more than 5Mbps although they sold me a 6Mbps service. They dispatched a Bell technician who did something so now I'm close to 5Mbps (still not there) so it's not entirely bad, but the fact they lied to me about the service/line makes them no different than Bell & others. I asked for a discount to upgrade at fiber service, but they said no, so I'm thinking seriously switching to Bell Fibe which gives me the same service directly from Bell, not from a re-seller.
[UPDATE] It's been more than a year now that I have been with Teksavvy and it's dissapointing. The speeds are far below the promise; I have the 6Mbps service and at best I get 3Mbps most of the time it's between 1-2Mbps. Tech support it's mostly over their forum, over the phone it's near impossible to get a someone (most of the time I gave up after 30-45min of wait, and the few times I got a hold of someone they dropped the call when the conversation was turning bad for them. The biggest complain for Teksavvy is that they are a 2nd tier ISP, they re-sell Bell's services therefore for every single technical issue they tell you "it's Bell not us, they own the lines". Well, since Teksavvy is selling me the service, they should be responsible for the entire experience end-to-end not just getting our money. Bottom line, it might be cheap for 300GB cap or unlimited, but what's the point when it's so slow and poor quality?! I'm personally done with Teksavvy.
Everything went wrong from ordering online the DSL service to the day when the service was supposed to be activated. I had to call the sales department to get a confirmation of my order placed online and an activation date. A few calls later with their CS they were able to give me a tentative activation date which was later postponed.
At present I'm still waiting for my DSL service to be active after 10 days from the order date. I keep calling the tech support (who btw puts you on hold and conveniently drops the call; waiting time is very bad; over 30min). They always blame Bell and open tickets with Bell, but nothing gets done at the end of day. Very frustrating!!
UPDATE Oct 30, 2011
Finally Bell showed up and fixed the mess (they were trying to hook up a home phone line instead of DSL line! Can't believe it when I heard. After Bell fixed their mess, I called Teksavvy support and I was up and running in about 30min. All is good now, I'm curious to see the reliability of their service over time.
I've requested a credit for 10/24 - 10/30, I'll let everyone know if they are true to their word and we'll credit as promised.
UPDATE Oct 28, 2011
I called TS support again, and they mentioned the Bell ticket was closed and guess what no mention why; of course TS didn't bother to call or schedule another Bell dispatch; TS would just let the issue as it, happy to continue to charge me for a service I don't have. At this point I think I'm going to call my CC and ask for a refund. If TS thinks they can abuse customers like this, well it's not going to happen.
UPDATE Oct 27, 2011
Bell didn't show up, so I called TS and they told me there is nothing they can do, they have to talk to Bell again and re-schedule. What's interesting is that in the meantime, TS will continue to charge my account, just because Bell reports that the service has been activated and it's up and running !!!! TS doesn't give a damn that their own modem does not have DSL signal at the demarc point!! They will not offer a refund unless Bell demonstrates that the customer is not serviceable, which obviously they don't have any interest to do it, because they can charge TS and TS can charge you. Bottom line: TS+BELL is a big rip-off !!! BEWARE pre-paid service in their Terms and Conditions means that if Bell tells them you have DSL signal up and running they can charge you w/o any ways for you to tell otherwise!!! I cannot believe this is possible!!
UPDATE Oct 25, 2011
Bell called and asked me to be at home on Oct 27, as a technician will come and check my DSL Dry Loop. Let's see if this time they bother to ring and check if the actual DSL line works after they work on it. On the activation day, they came, they did their work and left a note in the door not even bothering to ring and check if everything is fine. That is after I was specifically told to be at home as they need to check!
Comments:
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Review by skd
member for 162 days, 9 visits, last login: 135 days ago
lodged 158 days ago
- Nepean,ON
- $55 per month
- (month by month)
- about 1 days
- "Wonderful little company and big 3 should learn a lot from these guys"
- "Still being a reseller! They should grow soon to become 1st level provider."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I would stay with them as long as I require service, given they don't become like big boys.
Comments:
 JonFPremium
join:2012-11-22
Chatham, ON | Wonderful little company WOW! Thanks for the shining complements! We are happy to hear that you are enjoying your service. Thank you for your comments, and if you require any assistance please reach out on our Teksavvy direct forum.
Have a great day! | |
| | | Reseller Comment TSI is not a 'reseller' of HBELL internet , they use the last mile of HBELL lines to reach your home . Otherwise they have their own equipment ...  | |
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Review by rytar
member for 11.3 years, 13 visits, last login: 147 days ago
updated 160 days ago
- Bowmanville,ON
- $45 per month
- (month by month)
- Bell Canada
- "Only 1 Issue In Almost a YEAR"
- "Dryloop Fee"
- "Over all im alot happier with them"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Almost anyone other then ROGERs & BELL Offer cheaper monthly costs & you also get ALOT more usage/month also 
Comments:
JonFPremium
join:2012-11-22
Chatham, ON | "Over all im alot happier with them" Hello,
I'm super happy to hear that you are satisfied with your Teksavvy connection! We love to hear that our customers enjoy the service that we offer. If you have any questions please let us know! | |
| | | | Re: "Over all im alot happier with them" how come there are no promos or incentives from switching from one ISP to teksavvy? I have just found a similar deal on the current ISP I am with, with a very similar price. This will be without a contract. Can you compete with them or not? The least i was hoping for was waiving the overprice $65 activation fee.
thanks | |
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Review by PDF
member for 162 days, 4 visits, last login: 158 days ago
updated 160 days ago
- undisclosed location
- $62 per month
- "Plans and pricing are enticing, helpful sales staff"
- "Installation rescheduling without notice, no real customer service - just customer management"
- "Terrible service after they get your money"
| Pre Sales information:
Install Co-ordination:
Tech Support:
Value for money:
(ratings below consensus)
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I decided to move to Teksavvy DSL from Primus because of the vastly superior speeds Teksavvy could provide. I decided on the DSL 25 package (i.e. the most expensive), and spoke to representatives about starting the service. The first was very helpful in explaining the plans and the procedure in switching providers. To switch, I was informed, Primus' service would need to be cancelled before Teksavvy could come and install. Fair enough. Additionally, there is a 5-day minimum time between requesting installation and the actual installation. Reasonable. Knowing this, I spoke to Primus and arranged a cancellation date 5 days later. The second Teksavvy rep was equally helpful, and the installation was set for between 12 P.M. and 9 P.M. on the 14th (a time period during which someone must be home). I paid by credit card, no surprises with the amount, and everything seemed well.
Then things go off the rails. On the 12th we receive an email informing us to contact Teksavvy about the installation. We do so that evening, and are unapologetically informed that the Bell install technicians couldn't find our line in their database and that we needed to get the circuit number from Primus. We do so, and are informed by Teksavvy that the installation will now be on the 17th. When we protested, the rep informed us that the date was tentative in the first place (there was never any mention of this previously). This change messed up my plans, so I said "I'll think about it", and hung up to consider my options.
The situation is thus:
- I specifically asked the Teksavvy sales rep if anything beyond cancellation was required from Primus, she said "No".
- In order to maintain continuous service, I must contact Primus to change the cancellation date (but the new Teksavvy install date is only tentative anyway!)
- The entire call the reps acted as though this was beyond their control and my fault that the info was not provided, despite the fact that I would have, and indeed could have, provided the circuit number beforehand if it had been requested.
A little later, I contacted Teksavvy again to make my decision. I went through the situation with the new rep, who assumed the same aloof attitude and could not/would not do anything to help me. Unwilling to spend more time playing phone tag with two ISPs over installation and cancellation dates, I said that I would like a refund. No problem there, he said I would be receiving a full refund. Unfortunately this is not the end of the madness.
The rep then informs me that refunds are only issued by cheque, and that it will be sent either this Friday or next, depending on how busy the accounting department is. I paid by credit card. Credit card refunds are simple, instant affairs and I have never, never, heard tell of any business that refunds credit card purchases in such a manner. Furthermore, it would be issued at their pleasure!
There is nothing about this refund-by-cheque-only policy listed in their terms of service, and I will be speaking to Teksavvy's accounting department to try and sort out this mess. I will also be in touch with the Ministry of Consumer Services, Customer Protection Branch to discuss and possibly file a complaint regarding this matter. Finally, depending on the outcome of both conversations, I may be in contact with my credit card company to dispute the charges.
If you are looking to enjoy Teksavvy's service, beware! I used to be a huge fan of their company because of reasonable pricing and their awesome stance on user protection, but this debacle was too much. I don't know where to go for comparable speeds and data caps, but a company who treats their newest customers in such a way is not going to get my business.
UPDATE: After speaking with accounting, they notified me that there are currently technical issues with credit card refunds, and that the cheques are a temporary measure to ensure that people get their refunds. My refund has already been sent. Why wasn't this told to me when I first questioned it? They're clearly working hard to make sure that everything goes smoothly. It seems like my whole bad experience hinged on the poor information and unhelpful conduct that I encountered when dealing with the reps. They managed to turn an inconvenience into a dealbreaker.
Comments:
Reviews:
 ·TekSavvy Cable
| You were with Primus... You have to remember that Teksavvy is 2nd tier ISP.
They have access to their accounts and their accounts only, but only vicariously physically, if you get what I mean.
Teksavvy only knows as much as Bell tells them, if Bell tells them they need information, they can't contact primus for info on your account, they must get the info from you. As for refunding you the money, you have no standing, they are refunding you.
Apparently, you are not as tech savvy as you think you are. | |
| | Reviews:
·TekSavvy DSL
| Re: You were with Primus... I don't deal with Bell; Bell is Teksavvy's wholesaler and their relationship shouldn't be anything to do with me as a customer. I specifically asked Teksavvy if any information was required from Primus, and their response was that perhaps the only thing needed was a reference number in case the line had not been vacated. Obviously Teksavvy could not have contacted Primus, but they could have requested pertinent information from me beforehand (a circuit number sounds like a pretty good thing to routinely request and include when dealing with Bell lines, rather than just assuming Bell would have all the info on hand). Now if this was a truly unusual case, which is possible, that would have been fine. Such things happen, and I would have been OK with a sincere apology, explanation, and rescheduling. It's the handling I'm annoyed about. You should be able to gather that, if I'm posting here, I realize how terrible Bell techs are. That's why I wanted to deal with Teksavvy, not Bell. I expected to have Teksavvy working with me to get around the obstacles Bell put in place, rather than just acting as a unhelpful proxy.
Interestingly, Primus is also a 2nd tier ISP reselling Bell services. We didn't have any problems with that installation. I wonder what the difference was?
Then the refund. This really got me, and I don't see what you mean by having no standing (unless you're thinking I'm planning a lawsuit - that's absurd). Such procedures are often designed to make the refund process more arduous, and therein lies the problem - it isn't that I'm worried I won't get the money back. The reason I'm seeking advice on this practice is because it can be used to deter people from asking for refunds. It's a complicated issue, and that's why I'm asking around before pointing fingers. I simply want to receive the refund via the same method with which I paid (something I thought was mandatory). I don't want to walk into that argument without understanding the landscape I'm talking about.
All in all, the tone of your comment is exactly the attitude that I got from Teksavvy. I would've liked a 'We're very sorry this happened, but we're doing everything we can to help' rather than a 'nuts to you, it's out of our hands'. That would have made all the difference. I have a good idea of the hoops that Bell throws Teksavvy through, and I didn't expect a miracle. But I did expect more from Teksavvy. | |
| | |  TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Re: You were with Primus... Hi PDF
At this time, we are doing upgrades to our app which puts the refund application out of service. We anticipate it coming back up soon but rather than hold back refunds, we are providing them by cheque.
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 | |
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Review by bligh
member for 9.3 years, 730 visits, last login: 7 days ago
lodged 161 days ago
- Ottawa,ON
- $92 per month
- about 5 days
- "Reliable Service Extra features like static IP's, and subnets are wonderful"
- "Recommended"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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(ratings match consensus)
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Speeds have at times fluctuated in the evenings. Unlimited downloading in off peak times is very nice. IPv6 options will be nice when I decide to take the plunge. Overall very happy.
Comments:
| next page (previous review)
 Review by CyberCam
member for 5 years, 281 visits, last login: a few hours ago
updated 162 days ago
- Whitby,ON
- $91 per month
- about 7 days
- "Excellent service, customer support! You'll not find a better ISP in the GTA"
- "None yet"
- "I'd recommend them to everyone I know!!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I was with Rogers for the last 3-4 years and their service was just getting worst & worst as time went by. After not being able to send & receive e-mails from my own e-mail server, I had enough of the throttling, port blocking, slow connection, horrible customer/tech support (I could go on forever).
I decided to research and see if there was a better option out there which brought me to DSL Reports. The first Canadian ISP that popped out at me was TekSavvy, so I gave them a call and order the $34/mth 5mb premium service. The customer service rep was amazing she gave me all the info I needed and quickly passed me over to a tech support rep that answered my technical questions intelligently (WOW.. a tech rep with actual knowledge!).
Six days later (because Bell took their sweet time connecting my line) I was up and running with a surprisingly speedy connection! web pages, fly up on my screen now, my web/E-mail servers are lightning fast, gaming is fast a stable again and I have no restrictions (except the throttling of BT, which I rarely use). I'm not a heavy user, I might use 40GB-60GB per month, so the 200GB per month is plenty for me.
In about a month I'm going to move my phone over from Rogers to TekSavvy because of the way they do business I believe they have earned my trust & loyalty!
Thanks TekSavvy for making the transition so easy!
UPDATE: March 2011
Being with Teksavvy for almost 3 years now has been fantastic! There have been hardly any issues and I have been notified regarding down time maintenance at least 2 days in advance... funny thing is the maintenance never seems to effect my area?
Anyway, having 2 teen aged kids & a wife that constantly works from home through VPN, the 5MB - 800k was chugging at times when everyone was on at once. Internet streaming videos (youtube etc.) would occasionally be buffering with SD 480p flash files. We needed an upgrade for sure....
Seeing how I despise Rogers & Bell, my only choice is still Teksavvy. The problem is Teksavvy doesn't have cable in my area yet, and then there's my upload issue where 800k (650k in reality) is just not enough... I run my own e-mail/web/gaming servers. So my only choice was Teksavvy MLPPP, 10MB - 1.6MB (in reality 9MB - 1.2MB)!
I was concerned a little about the price and was wondering if it would be worth it to go from paying $36 /mth (w/ static IP) to adding another dry-loop line for an additional $42 /mth. However, after cancelling my Rogers cable TV, which was costing me $85 /mth, I quickly realised the added value in having a total monthly internet bandwidth of 600GB and adding the $8 /mth Netfix to replace cable, while watching all my news from independent reliable internet sources... no one in the family has missed cable TV at all!
It's been about 3 weeks now since the change to Teksavvy MLPPP and I can say without prejudice that it's well worth it, and I would recommend it to everyone, if Teksavvy cable is not available in your area yet. I can now watch 720p flash internet video without buffering, no matter if the entire family is online at the same time and downloading/gaming has no more lag! Things are good!
CyberCam
Still a very Teksavvy satisfied customer!
Comments:
| | Thank you Thank you for taking the time to write this review. This is exactly the type of experience we want our customers to have. If you need anything or have any questions please do not hesitate to ask.
Cheers,
TSI Jonathan
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Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc. | |
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