how-to block ads
|
next review in page
Review by olic 
member for 6.7 years, 3036 visits, last login: a few hours ago
updated 30 days ago
 Montreal
 $67 per month- (month by month)
 about 14 days Bell Canada "Technical support. Transparency." "A bit expensive. Depending Bell." "Options raise the price ..."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
Package 6/800, 300gb
Speed obtained : 5,14/420
This supplier does everything he can, but Bell impose stupid rules. For example, when I moved, they forced me to spend a day at home while the service was already running! The technician knocked at the door, I told him that it worked for several days, he's gone! A day lost!
The service is stable and reliable. It is easy to reach a human for support and they are effective in solving problems.
They offer a lot of options, but the option price is high.
I'm happy to encourage a independent supplier who defends consumers and their freedoms on the Internet.
Comments:
 | | re: Your Review Thank you for your review. Please keep us updated on how the service is working for you.
If you ever have any issues, you can contact us via the » TekSavvy Direct
Danielle
--
TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.
| |
|
| |
 | next review in page (previous review)
Review by Pavel
member for 158 days, 14 visits, last login: 53 days ago
lodged 58 days ago
- Mississauga,ON
- Contract price not specified.
- "not too expensive"
- "very bad speed"
- "avoid it"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
My mistake that I didn't beleive Rogers guys who said up front that teksavvy customers have a big issue with speed. I see it now by myself. I should have the fastest 28mbps cable connection. But in real life my speed is extremely slow, sometimes even less than 1mbps.
I just don't understand why teksavvy doesn't want to send technician to my house ti try to fix this problem.
I have strong feeling that they only pretend to try to fix my problems. Different reps asking to perform the same extremely long tests and so on
I provided them numerious results as per steps they asked, spent hours on it, they opened ticket, closed (don't know why..), than opened again.... and speed is still extremely slow .
Comments:
 TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7 | Your Review Hi Pavel,
This seems like very odd behaviour from our Support associates. I have asked my team to investigate what happened here so we can get things on track for you.
There are some upgrades needed to some parts of our network to which we expect to see very soon but we should still proceed with troubleshooting your issues.
Someone will get back to you soon.
Andre
--
TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog | |
| | Pavel
join:2012-10-31
Mississauga, ON Reviews:
 ·TekSavvy DSL
 ·TekSavvy Cable
| Re: Your Review Andre, thank you for reply.
I just don't understand why your guys couldn't tell me right away that some upgrades are needed?! Why they insisted to perform the same tests several times? You should understand that it's very frustrating... I pay monthly for streaming TV and cannot watch it as picture gets frozen every 5-10 seconds.... even local NHL Network is lagging...
I very hope that upgrade will be done as you said and speed will become stable | |
| | | TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7 | Re: Your Review Hi Pavel,
We want to make sure that we rule out other issues because imagine it turns out not to be that issue and we asked you to wait a few weeks. You would be pretty upset.
Cheers,
Andre
--
TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog | |
| | | TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7 | Hi Pavel,
We want to make sure that we rule out other issues because imagine it turns out not to be that issue and we asked you to wait a few weeks. You would be pretty upset.
Cheers,
Andre
--
TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog | |
|
| | re: your review Hi Pavel,
I'm sorry for the frustration with the process of trying to get your speeds fixed. It looks like congestion that's causing the slowdown. We have an upgrade that is in the works right now and should be installed soon that should help the issue you're seeing immensely. I do apologize for the frustration with troubleshooting, but it is all necessary so that we can rule out any other parts of the network causing the underlying issue.
Also, just to clarify the sending out a tech comment on your review, we have opened tickets for you to get a tech dispatched on the issue and it was Rogers themselves that closed the ticket without a tech.
Thank you for your understanding and if you can be patient while we get the update installed on your POI, you should see things get better very soon.
Danielle
--
TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.
| |
|
| |
| next review in page (previous review)
Review by morisato
member for 5 years, 781 visits, last login: a few hours ago
updated 91 days ago
- Oshawa,ON
- $73 per month
- about 30 days
- Bell Canada
- "Independant Isp , Cheaper than bell"
- "Very Poor communication, Does not value you as a customer."
- "I would not recomend teksavvy, as they no Longer Support there customers. like they once did."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
Okay so I lied with my last review and because i paid 100 bucks for activation so i stayed with savvy for a year, on 25/10, now during prime time evening hours i experience slight congestion speeds lower to 10-15 mbps some nights, also Recently Teksavvy decided to betray its customers by not opposing the disclosure of its customers private info In any way shape or form, they even Agreed to this arrangment Prior to going to Court with The company in question by there own admission This does not directly affect me but i feel as a customer i have been betrayed and will be voting with my wallet soon. I hope teksavvy does well but its no longer the isp of the customer.
Long hold times for phone service the Only good techs are here on dslreports generally. and with the new Owner/management taking the company more into a Bigbox Direction and less of a Customer first value isp. Also they are among the Highest priced of The Independent Isps Now, which would be fine if they offered a premium but they do not have anything that Differentates them from the crowd in a positive fashion.
I am Now Looking at switching to Ebox for a savings of 15-20 dollars a month on a near identical Package.
Comments:
 AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN. | Nopers Nah.. Teksavvy is nothing like Bhell | |
| |  Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
 ·FreePhoneLine
·Rogers Hi-Speed
·TekSavvy DSL
| Re: Nopers said by AkFubar:Nah.. Teksavvy is nothing like Bhell
lol, and the rest of your post is where? He's having billing issues..... Just like Bell does all the time. Simple comparison, your views to your beloved TSI is irrelevant to other customers issues. | |
|
 hm
@videotron.ca | Have to ask this quote:
also Recently Teksavvy decided to betray its customers by not opposing the disclosure of its customers private info In any way shape or form, they even Agreed to this arrangment Prior to going to Court with The company in question by there own admission This does not directly affect me but i feel as a customer i have been betrayed and will be voting with my wallet soon.
I have to ask this. Do you think Ebox would even do what TSI has done so far by insisting that they inform their customers?
Ebox won't even answer the simplest of questions, let alone have any sort of compliant privacy policy, as required.
So it just got me thinking why you say the above, yet also state you are moving to a company that shows they have zero regard for their users privacy and privacy laws.
It made me scratch my head.... | |
| | Reviews:
·TekSavvy Cable
·ELECTRONICBOX
·TekSavvy DSL
| Re: Have to ask this Teksavvy merely insisted that they follow notice and notice which is actually in the law.. nothing special there, as far as if ebox is better privacy wise As of this current date They have not yet Proven Otherwise Maybe they will In future or maybe the mass exodus of users from teksavvy will Make isps in canada Think twice before sending a message that says we are not worth the effort.
--
Every time Someone leaves Sympatico an Angel gets its wings.
| |
|
AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN. Reviews:
·TekSavvy DSL
| . Tx... Yeah right... one guy has billing problems and it's just like BHell. In case you don't know it BHell has millions of customers and millions of billing issues as you suggest. Hardly an equal comparison. Take you flame somewhere else. It's no secret you don't like TSI why continually hang in their forum.
--
If my online experience is enhanced, why are my speeds throttled?? BHell... A Public Futility. | |
| | Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3 Reviews:
·FreePhoneLine
·Rogers Hi-Speed
·TekSavvy DSL
1 edit | Re: . said by AkFubar:Tx... Yeah right... one guy has billing problems and it's just like BHell. In case you don't know it BHell has millions of customers and millions of billing issues as you suggest. Hardly an equal comparison. Take you flame somewhere else. It's no secret you don't like TSI why continually hang in their forum.
1. You're now replying almost 1 year later? lol...
Seeing as i donated money to this great community you're one to speak. Since you speak so openly about how and where i should "hang" maybe you should put in a few dollars to help DSLR. Member since 2005 yet you haven't contributed to this awesome site. Little surprised since you try telling people where they should "hang"
I don't know how many times i need to tell you this your fanboi'ish ways do not help Teksavvy. You talk to me about flaming yet your reply to this review says nothing but a trolling fanboi with nothing good to say.
This is a review, leave it as such. Don't spew your fanboi crap in here.
The numbers between Bell and Teksavvy have nothing to do with it. The review simply states he was having the same billing issues. Who cares about the number of users. Your argument there alone make's it even more a joke since Teksavvy shouldn't be having the same billing issues. After all they don't have the millions and millions Bell does right?
Quit fighting with every customer that doesn't like Teksavvy like you do. Each is allowed their opinion, but you shoving your love for TSI down everyones throat gets a little irritating. TSI doesn't need groupies | |
|
| |
| next review in page (previous review)
Review by westcoast
member for 104 days, 28 visits, last login: 11 days ago
updated 99 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)
|
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. | |
|
| | | | Here is me posting via OpenVPN using Teksaavy just fine. I have had zero issues using it with my TPLink modem. | |
|
| | | 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. | |
|
| | 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
--
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."
| |
| | | | 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. | |
|
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. | |
|
| jtl999ELE Programmer
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. | |
|
| |
| next review in page (previous review)
Review by sorcerer
member for 3.1 years, 32 visits, last login: 37 days ago
updated 110 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)
|
[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:
| next review in page (previous review)
Review by TorontoSM
member for 165 days, 1 visits, last login: 164 days ago
updated 136 days ago
- undisclosed location
- $40 per month
- "None"
- "Everything - Pathetic service"
- "17 days and $100 later, I'm still waiting for my phone to work"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I tried signing up for phone service with Teksavvy and it has been a
nightmare so far. I signed up over the phone and was given a specific
installation date and time window (9-5). I stayed at home that day for
installation, but no one showed up. I called Teksavvy and was told that I
had to wait for a confirmation Email and the date that was given to me was
just an estimate.
I waited another five days and never got an email, so I called Teksavvy
again and was told that my phone had already been connected several days
ago. I asked which jack was "live" and the guy told me to go around the
house and try all of them until I found the right one! Anyway, despite my
anger, I did that and yet couldn't find any with a dial tone.
I called Teksavvy back and was informed that it is not their problem, as
they only connect the line to outside the house, and after that, it is my
responsibility. They then said that they would charge me $90 for a
technician to come out and see what was wrong. I asked for a refund for
the phone service I am not receiving, and that was refused. So, I'm stuck
paying for a service that hasn't worked and I've wasted over 2 weeks in the
process.
While the Internet may work well, avoid these scam artists for phone
service. Their customer service is worse than Bell's!
Comments:
 TSI PierreBaby, Wanna see what 300Gigs looks like?Premium
join:2011-09-23
Chatham, ON | I'm sorry you feel this way.. I can assure you we are not scam artist and if anyone wants to see what happened and how much we were trying to help out please check out this thread...
»Beware of Teksavvy Phone Service
--
TSI Pierre - TekSavvy Solutions Inc.
Chief Operating Officer | |
|  JonFPremium
join:2012-11-22
Chatham, ON | "17 days and $100 later, I'm still waiting for my phone to see post above | |
|
| |
| next review in page (previous review)
Review by PPTHOMAS
member for 2.2 years, 3 visits, last login: 114 days ago
lodged 137 days ago
- Dollard-Des-Ormeaux,QC
- $55 per month
- "WAS Good prior to Sept 2012"
- "Won't recommend"
- "I can't even reach tech support due to wait times and can't reach anyone to cancel"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I am a tecksavvy customer and a great promoter when they came into the market. Was so impressed so took connection for my condo and home. Also recommended to all my friends in Quebec and Ontario..
Had a smooth run for the past few years, Also when i signed up back in 2010 the speed was max 5mps and i was able to get 4.35mbs. Now they offer 6mbs and i never seen more than 4.3mbs.
Recently my connection start dropping and slow. (Seems like they are going thru congestion or hitting the limit or so, but I don't think they figured that out yet).
So after giving few weeks hoping it will be fixed, I tried calling the tech support expecting the response i received in 2010 (ie fast response)...OOops I couldn't believe myself after holding the phone for 12 mins with no answer....So after few tries, able to get in touch with a rep, he concluded its noise on my upload. but he doesn't have a solution.
So I switched the modem and connected directly to the demarking point, nothing changed, same story so after 4 tries(each 30mins ) I was able to talk to a rep, and she concluded if I WANT TO FIX then they will let Bell to check it and if Bell says its my connection problem then i have to pay 87 +tax...so i am in a situation where if i want to solve i have to risk 87 dollars or go with another provider which will cost me less than that..OR SHUT UP AND SUFFER WITH THE CONNECTION ISSUE. and I asked the rep, What if Bell realises the problem adn decided to blame it on me... (How can u prove that its not Bells false other than BEll says that ) NO ANS
But i been trying to reach customer service to cancel or check my speed, but no luck and I don't have the patience to wait for more than 15mins onthe phone..
Comments:
 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:21 | Hello If you could please send me a PM [TSI Martin]so I can take a look at your situation.
You may not have anything wrong. But in certain occasions things stop working like they used to. Many things could be at play & so we always attempt to double check things with you.
If you could include contact information in the PM & I'll look things over & get in touch with you.
Regards,
Martin
--
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow me on Twitter : @TSIMartin | |
| | | cancel I guess I'm luckier than you. At least I got through to cancel, but the rep hung up on me when I said I want to cancel the DSL service. | |
| | |
| |
| next review in page (previous review)
Review by rsisinni
member for 3.7 years, 11 visits, last login: 72 days ago
lodged 153 days ago
- Mississauga,ON
- $99 per month
- "In the distant past they used to have good support."
- "speed, support, unwillingness to offer fair solutions."
- "time to find another provider."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I have the DSL/6 package however I was only getting 2 megabits instead of 6, that is well below acceptable. And then I had then trying to get something about it done just cost me money.. and the proposed solution was to spend more money.
Here is the timeline. Used the direct form to report the bad speeds, I waited for well over 12 hours for a response, I saw the they didn't deal with my issue and newer posts than mine were being responded to. I explained my modem was at the demarc. The demarc is inside the house. They send a bell tech, this is where things go off the rails. They run a test and tell me its my wires, well I think thats B.S. here is why. They hook up my modem only no other wiring just the modem straight to the demarc, and it fails, they tell me its my modem, but i have tried up three different modems myself directly on the demarc, house wires disconnected, none of them were able to better than 2mbs.
Well now the service call will cost $89, since bell says the problem is on my side, there is no solution and they only thing teksavvy offers to do is to switch me to cable, that sounds reasonable to me, until I find out they want me to pay a sign/activation fee I will have to buy a new modem.. and the monthly costs is more. What the heck are you guys thinking?? How about switching me over and compensating me for the service not provided, in the form of no activation fee, provide me with a modem.
So in order to placate me they finally decide to switch my profile, but instead of doing something reasonable like trying 4 or 3mbs, to see if the modem performs better, they switch it down to 1.5???,
Does anybody else understand teksavvys logic, I don't. What kind of diagnostic skills and customer service is that, how about doing a binary search for the best performance mark. I was getting 2 mbs my profile was set to 5, I was not getting disconnects, so hey how about trying setting the profile to something in the middle??? If it gets better try higher, if it gets worse/stays the same try lower???,
So in the end, I now have to go through the hassle of switching my internet my parents internet and my home phone away from TSI, as no reasonable solution has been offered to me.
One more thing, switching to cable they did offer a "discount" for the modem and activation fee, together the cost totaling $100.00.
So I hope you understand that If you have a connection problem with TSI, they may not be able to deliver, and they seem to be in no position to remedy some issues, an are unwilling to fairly remedy problems. I refuse to have to pay an additional $100 on top of the $89 service call to have this issue resolved.
Comments:
| | response to review Hi There,
I'm really sorry about this, I'm looking into the matter as we speak and will respond on here shortly with more details. | |
| TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7
1 edit | My 2 cents... Hi rsisinni,
I am sorry that your experience has been bad with us. As Liz mentioned, she is looking into your account and she will get back to you shortly.
I looked into your post and I wanted to clarify a few things…
1) Although we strive for excellent customer service, we will not always succeed. There will always be learning curves with staffing and the evolution of the industry and the curve balls we sometimes get from the incumbents. We do try our best to make things work.
2) Over the past few weeks, you will have noticed that our presence on DSLr has been greatly increased as we recognize the need to keep our customers happy and to have a great online presence. You during the night time, and unfortunately, at this time, our E-Services team is not operating on a 24/7 basis. We do however offer a 24/7 phone support. (Yes, wait times are higher than usual, and we are working on getting them down)
3) Based on your comments, I honestly doubt that you will be billed the $89.70+tax DMC (Diagnostic Maintenance Fee). If you do, please let me know and I will personally investigate as if you are able to get service using different modems at the demarc.
4) As for the profile change, I want you to understand that we do not control which profile you are placed on. We can only ask for it to be adjusted and they never take our suggestion of what it should be at. Sometimes, this can be frustrating as we need to go back and forth with them on multiple tickets to get it just right. I want you to understand that we do not dictate your profile, Bell does… All we can do is just keep fighting!
5) When an issue seems to persist, whether it’s with DSL or Cable, we often offer our client the opportunity to make the change. In those cases, and depending on the severity of the issues, we work with our clients to make the financial aspect a little less of a burden. Now, that being said, I am sure there is more that I can help you with in regards to the switch if that is what you are willing to do. If you are, let me know, and I will make something happen (andre@teksavvy.com).
I hope that you will consider not leaving us and allow us the opportunity to make this right by you. By any means, we are not perfect, but we certainly get an A+ for Effort and Caring.
Cheers,
Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter! | |
| | | Response. I will be reiterating a lot of what Andre was saying, as much as we work to provide the best customer service around, situations can arise that leave the customer dissatisfied. The great thing about having an E-Service department, is we get to see reviews like this and work not only to improve your situation, but to stop it from happening to other customers.
With that said, E-Services is not a 24/7 service, and so when something is sent late at night, we may not be able to answer it until morning. I was the one to respond to you in that matter, and did so within the first 30 minutes of my shift. However, it's very possible I may have answered a newer post before yours and I apologize for that. That was my mistake.
Concerning the charge, looking through the troubleshooting, and again as Andre stated, I do doubt you will be charged the DMC. If you are, there will definitely be someone looking into the matter between Andre and myself.
I hope you will consider staying and let us rectify this situation, whether it being trying to resolve your DSL or making your switch to cable more reasonable. We really do want to keep you as a customer.
| |
| | | Fleeced by Bell You obviously got fleeced by Bell since what you did ruled out all your inside wiring. Ask your neighbours what speed they get on dsl. Likely none get more than 2 mb/s. | |
|
| |
| next review in page (previous review)
Review by tech2002
member for 2.4 years, 23 visits, last login: 155 days ago
updated 164 days ago
- Mississauga,ON
- $52 per month
- "When it works you have internet,"
- "Long waiting times for support, frequent disconnections , very little support, always issue on customer side"
- "Time to look elsewhere"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I have been Teksavvy customer since 2008 , I chose DSL service 5MB the price was good and service was excellent , I had no issues for 3 years smooth connection, I recommended them to many friends and family as it was worth it, then something had happened in 2011 ,
Since September of 2011 I have been having multiple disconnections on my DSL service in sept of 2011 it lasted for 4 weeks on daily basis I had disconnection every 5-10 minutes during peak hours from 8-5 pm , Bell came in run test couldn't locate issue ; Told me must be something on Teksavvy end not syncing . after talking to Teksavvy support I had stable internet access,
November 2011 for 3 weeks daily disconnections , Teksavvy team suggested must be my equipment or wiring in house , I have replaced run new wires and I had collection 4 dsl modems (speedtouch 516, 780, 2 wire, TP-link) all of them were doing exactly the same thing, and after my complain somehow it stopped having problem it was stable connection
January 2012 for 3-4 weeks daily disconnections, bell arrived lower my profile from 7mb to 5mb,if this doesn't work there is a issue somewhere else , he can lower my profile to 3MB to make more stable but left it at 5MB
April 2012 for 2 weeks daily disconnections , nobody knows why could be my equipment new modem purchased
July 2012 for 3 weeks daily disconnections , nobody knows why
August 2012 for 2 weeks daily disconnections, nobody knows why
then by mid September 2012 until now I have daily disconnections, I can't be on net for 5-10 minutes during day or to late evenings , I have been swapping modems to try if this will improve anything, (modems were connected directly to Demarc box outside 3 feet of tel wire) found tel wire exposed between Bell demarc outside and leading to inside (Bell guy hadn't discovered or didn't care much about it) and I put new wire and thought connection was stable for 2 days, but it started again, I was in contact with one of the support stuff, since September 13, trying to figure out what is happening this time, but on your end everything was fine then roughly beginning of october I was inquiring about changing to cable service as I was very frustrated with DSL issues, (mind you I never got any credits issue for all the disconnections ) and when I told tech that I would like to upgrade to cable the communication stopped on october 11 no more replies (maybe the tech died or computer burned down that she lost my emails, I don't know ),
then I tried to call sales or customer service to get switch to cable and I was hold for very long time that I had to buy minutes to my prepaid cell phone on Friday oct 19 I called at 2:35 pm waited 38 minutes and I hang up , on Monday I called around 1pm and I waited 39 minutes and then I hang up, on Tuesday I waited total 45 minutes called at 11 am , then at 2pm, I run out of time on my minutes on cell phone, I had to go and buy time, then I tried one more time at 4 pm waited 15 minutes , and decided I will call list of companies and the first person answers within 5 minutes gets my business and I got connected within 2 minutes waiting after calling 4 different companies and made decision to switch ,
I wanted so badly to continue service with Teksavvy (mind you I have been teksavvy customer since 2008) but I have lost confidence and hope , I have lost a lot of money by replacing new cables in my house (suggested by teksavvy tech that my wires are probably too old) original were very good, bought brand new modems because Teksavvy tech told me must be my equipment, I spent close to $1000 on all this without any solution since October of 2011 until now, I am tired and broke, I wanted to continue my services with Teksavvy but I had to made a decision to move on.
Some will have perfect service with no issues but I didn't and I was disappointed, leaving Teksavvy is probably best option at this time..
Comments:
| | DSL issues Hello,
I am very sorry to hear you've been having these issues. First off I'd like to thank you for your patience and perseverance here with us.
I went ahead and had a look into your service from here, and unfortunately I have to say that your line stats here do look great at the moment. Certainly I am not going to suggest your wiring or modem at this time. I would like us to have one more attempt to make this right for you. Again, honestly, I don't see anything at this time. Do you lose the DSL/SYNC/Broadband light on your modem during these disconnects? If so it might not hurt to get Bell involved again.
In short I would love us to have another chance to correct this issue for you and I'd ask that you post here: »TekSavvy Direct so we can do so. With that being said I can see this has been a long process with you and the disconnection (and new provider) is already in place so if you choose not that would certainly be understandable.
On a side note I would also like to apologize for the difficulty you've had reaching us by phone. We are fully aware that these long wait time are an issue have been bringing in new agents as well as cross-training existing agents in an attempt to correct this problem as quickly as possible.
Regards,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum ) | |
| | Reviews:
·TekSavvy DSL
| Re: DSL issues for the last 15 minutes or so it is stable, but I don't know for how long this will be but before that it was down every 2-5 minutes,
most of the times internet light turns off, then DSL after that , then waiting for reconnection , and once I had all green lights I couldn't go anywhere in internet , typed google.ca no connection and it hangs and resets the modem, once everything reconnects I get couple minutes of internet usage and the cycle starts over again internet light off then DSL line down , and this does with all 4 modems I have , tried with bridge mode through my router and did the same thing , Bell last time was here couldnt located issue he was for 45 minutes
usually after 6pm it was stable enough that I could be longer in internet but kept reconnecting in longer intervals
I have brand new phone line run from the box , I have new wire from outside box to the box inside, right now my modem is connected to bell box.
I have already signup for new service and prepaid to be connected I don't think I can cancel now .. my last day with Teksavvy is Nov 4 | |
| | | | | Re: DSL issues Thank you for taking the time to reply. Again at this point I certainly would not point the finger at anything internal. The wiring has all been redone and you have tried multiple modems, plus connected directly to the demarc, not much more we can really ask there.
I was currious about the light patter because occasionally the problem may actually lay on our end (I have, for instance, seen connectivity issues resolved by creating a new login). However if the DSL light is going out on you then there is a definite loss of sync, if we have ruled out the internal (as I believe we have) that would then leave an issue on Bell's end.
Obviously they have had difficulty finding and fixing this for you. I fully understand what has led to your decision to leave. Again I just want to apologize for all of this difficulty and thank you once more for your time with us, and for taking the time to replay and explain further.
Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum ) | |
| | | | Reviews:
·TekSavvy DSL
| Re: DSL issues thanks for reply
Funny thing after we exchanged posts since Friday oct 26 I had not one disconnection , which is very "interesting"  . I am checking my event logs in my modem since Oct 26 not one disconnection and the IP I have is the same now .. so I as your customer and soon to be ex-customer you can only imagine what I am thinking now "that there is something not working on the other side of the my house and it is beyond my control "
Maybe I should've post here to get faster resolution then going through the company website | |
|
| | | Mr. Keith,
I am in Brossard, QC and having same intermittent issues, Secondly I agree with this gentleman regarding waiting time, once I waited almost 30 minutes and hang up and then its been more than 20 minutes and I m still on wait.
I guess you guys have only few ppls on support....
I am definately going to quit TekSavvy because this pathetic..... | |
|
| |
| next page (previous review)
Review by thisisthespo
member for 186 days, 3 visits, last login: 175 days ago
lodged 186 days ago
- undisclosed location
- $44 per month
- "Disorganized with Zero Technical Support. You are your own tech Support"
| Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
Important Facts about Tek Savvy (I was told this by multiple TekSavvy Reps)
- They get all their modems from Bell.
- Bell does diagnostic services and repairs on all modems used by TekSavvy
- Teksavvy does not have any service technicians, they use Bell.
-
I signed up for Teksavvy in January to try and avoid being linked to monopolies like Bell or Rogers, which typically force their customers into buying expensive plans to keep minimal benefits. As a company, Teksavvy has been marketed as the independent company that offered reasonable pricing and quality customer service. Let me start out by saying, they have the worst technical support I have ever experienced. A few of their representatives even refused to continue talking about a particular issue ( I never once raised my voice, used foul language or insulted them, just asked them direct questions)
The Main Problems
The first problem occurred when my Internet was cut off expectantly and without warning because their billing system failed to accept the payments I had made online. Their explanation was that the system had been having problems accepting and logging payments from customers. But the worst part about that small blip was that they never emailed or contacted me to tell me they would shutting off the service. This should have been a warning sign to me, but I gave them the benefit of the doubt.
The second problem occurred when I came back from New York and again, my Internet was cut off. I called and they said said that there were two options:
1. They would send a bell tech support person to test my phone line to see if the line was working or not. The caveat about this option is that if there was no problem with the Bell line, I would be charged $70-80 for wasting the Bell tech's time.
2. The second option the tech support advised was to find a way to test my modem and see whether it was faulty and to send it back for a free replacement if it was broken(was still under warranty). They did inform me that if the modem sent back was not faulty, I would be charged a $25 restocking fee. The first suggestion I got was to find a friend/family member that has DSL and test the modem to see whether it worked. The second suggestion was to drive to Futureshop, buy a modem, test it and then return it to futureshop. WOW. I'm sure Futureshop's head office would cringe at that second suggestion. This was warning sign #2.
What I did
I decided to go with the more ethical solution and find someone with DSL to test the modem. So I went to a family members house, had the Teksavvy tech walk me through the diagnostic procedure to determine that the modem was faulty....The tech assured me that short of being there to test it, she was almost positive that the modem was faulty.
The Conclusion
Two weeks later, I received a charge of $25 on my bill and a note that read "Modem fully operational, additional $25 fee". I called tech support again and the woman on the line said she was unsure how the testing occurred and therefore was unable to tell me how they were able to get the modem working, while we were unable to do it prior. I was pretty frustrated and asked "how ethical it was for a business to place all the responsibility of a failed service on their client?". She dismissed my concern and instead stated that I had agreed to absorb a $25 cost if the modem proved to be functional. While some may say, "its only $25", you have to look at the larger picture. A company that values its customers will always try to avoid passing on ridiculous charges because they see the bigger picture: YOUR CUSTOMERS DETERMINE THE SUCCESS YOU HAVE IN BUSINESS.
MY SUGGESTIONS FOR YOU
- Avoid Teksavvy completely. Even Rogers and Bell have better support systems for their clients. They may be monopolies, but their business model is more centered around customer service, than Teksavvy
- Teksavvy does not have technicians to help you trouble shoot issues. You will have to do all diagnostic and fixing yourself. And guess what? if it magically ends up working when it gets back to Tek Savvy, YOU GET CHARGED.
- There are good and Bad Tech Reps at TekSavvy (like any company), but three of the four I talked had weren't interested in solvingthe problem. They kept trying to get me to agree to a Bell Service technician coming to my house, which would have cost $70-80 (because the line was still functional).
- FIND AN INTERNET COMPANY THAT VALUES THEIR CUSTOMERS. Don't bother using a company that steps on the back of their customers to save a dime.
Comments:
 TSI DavidTSI DavidPremium,VIP
join:2007-06-25
Chatham, ON
kudos:7 | Account Issues Hi,
Its very unfortunate you have experienced these types of issues. If possible can you PM me your account information so we can investigate what is going on with your specific account?
Regards,
David
EDIT: typo | |
| koreybReplace the CRTC NOW
join:2005-01-08
East York, ON Reviews:
·TekSavvy Cable
·voip.ms
| You don't get how Wholesale works. All wholesale companies run this way... If your getting dsl, your local phone company is always involved, as is your local cable company for cable services.
Under your mentality, there is no choice.. It's Bell or Rogers..
Doesn't sound like a choice to me..
Sadly due to how our lovely government/CRTC set up the system, there is trouble.. If you have issues, you have to understand it may take time to get things fixed. Bell has been playing hard ball ever since TEKSAVVY and the rest stood up to them over UBB etc. They can't bring in their own techs to work on Bell's network.. Bell would never allow it.
I would recommend you have your issue escalated or go back to Bell or Rogers and pay extra for the hand holding approaches. | |
| | | | Re: You don't get how Wholesale works. I've seen a few Execulink trucks out in the wild here in London. But I think that's because in some of the smaller towns, they are their own phone company. | |
| | Reviews:
·TekSavvy DSL
| @koreyb The main issue I had was with tech support and the lack of accountability when modem issues occurred. I'd rather not support the big corporations (due to the issues you mentioned above), but I also am not in favour of covering the costs for a modem that is still under warranty.
UPDATE:
David contacted me and made it his priority to resolve the issue, which I really appreciate. So Thanks David! Now, I'm waiting to see if the discussed changes show up the next billing cycle. | |
|
| | Not typical I was on and off with Teksavvy for the past few years, as well as some friends, and all the described was a "human" company. They don't waste time trying to upsell you or bullshitting you about their supposedly stellar internal tools.
When they work, they don't brag about it, they just use them.
When they fail, they tell you right away, apologize, and offer a solution, not empty promises. | |
|
| |
|
|
·
