Review by Jeffer71 - Location: Carrying Place, ON, Canada
- Cost: $300 per month (36 month contract)
- Install: about 7 days
No Contracts & Mlppp Support is garbage now, like Acanac bad Been with Tek before, seems the same (good) and would recommend
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Came from Acanac and 4 Business line Mlppp to Teksavvy. Acanac discontinued Mlppp so I switched back to Teksavvy. Service is good, tech support I've talked to have all been great. No issues with switchover other than Bell playing some games (no surprise and was expected). Using my original equipment, 3 speedstream modems and a Mikrotik router to handle the Mlppp end of it. Not overly impressed with the prices. Am paying more for 3 line Mlppp with Tek than I was with 4 line from Acanac but I guess I should be happy as most providers are shying away from Mlppp. Edit: 8/11/2017 Had a couple issues over the last 2 years (Bell issues) and Teksavvy Business Support is always on the ball and I'm thankful for that. Edit 03/23/2018 Having mutiple issues with my bonded lines this week. Causes me to have to drive into my business to reboot everything at 4 or 5 in the morning. When you pay 250 dollars a month and are locked into a long term contract it's extremely frustrating dealing with this. Get no emails from teksavvy stating there's issues just surprises. I'm dropping the connection relabilty and value for money down to 1 star as Teksavvy is making life miserable for me. When I pay as much as I am I expect better. Hopefully they get their shit together and fix their problems. Edit: 04/11/2018 Had issues with a faulty router/modem supplied from Teksavvy. Was not at all impressed with support I received yesterday. I feel trainees should be training on residential calls and not business calls where losing money happens. I hope this doesn't happen again. Edit: 9/7/2020 Well sad to say but the company I once loved has pushed me to company I hate the most...Bell. I've now called in 5 times requesting information on my contract that nobody seems to have and the return phone call from the manager they promise never comes. Even Acanac had better support than I have had this past week. member for 15.5 years, 396 visits, last login: 2 years ago updated 3.6 years ago
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drjp81
Member
2010-Mar-10 7:42 am
130$ A month?How does that add up? | |
| | Jeffer71 join:2008-09-13 Carrying Place, ON |
Re: 130$ A month?2 business accounts and one is on a higher band. | |
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SmartRG SR808ac Asus RT-AC86 SmartRG SR505N
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-quote: my small business had downtime which again results in lost sales due to Teksavvy's quarterly Mlppp issues.
If your business can afford zero internet down time, have more than one technology providing service. No last mile service comes with a SLA, business account or otherwise, not to mention you knowingly have your business running on an unsupported, as-is technology. quote: If you plan on continuing to give such shoddy support and service I think it's time you be more transparent about it so we can look for a Company that at least pretends to give a shit and not lie to us on a continuous basis. I see others in my position are abandoning ship and I'm pretty close to following suit.
What more do you want them to say? They've said it was caused by equipment failure and the replacement is being installed tomorrow. It's outbursts like this that will just push them to no longer offer MLPPP. | |
| ShawnSBusiness Solutions Agent Premium Member join:2012-11-22 Chatham, ON
4 recommendations |
ShawnS
Premium Member
2018-Mar-23 9:44 am
Follow-up on Edit 03/23/2018Hello Jeff,
Thank you for your post.
This morning I see two drops(PPPOE SESSION DROPS) in service. Looking at the sync on Bell's end, it doesn't appear to be sync related as it doesn't show a drop in sync.
So based on the above, the PPPOE sessions were dropped for all three legs at the same exact time.
I did some further digging to see if this was affecting others in your area(not on multilink), and it appears that others were affected. I was seeing the same PPPOE session drop as you.
What does this mean? • It rules out Multilink as being the issue. • This rules out a Bell Sync issue.
I'm still looking into this to find out the cause.
I'll continue to assist in the Direct thread. Warm Regards, TSI Shawn S | |
| ShawnS |
ShawnS
Premium Member
2018-Apr-11 1:05 pm
Follow-up on Edit: 04/11/2018Hello Jeff,
Thank you for your post.
I was looking at the account and then noticed that this wasn't related to the multilink service. We will look into the support call that you had yesterday and see if we can make any improvements.
Thank you, TSI Shawn S | |
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Review by telserv - Location: Thornhill, ON, Canada
- Cost: $34 per month
- Install: about 6 days
- Bell Canada
Nothing Poor admin / customer service, and then 30 Min. wait for USELESS first line support. If it works, keep it. Once it fails, start looking for a new ISP
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2016 Nov. Most websites rate this connection as a 'D'. My favorite 'technical support' moment was when they told me that DOUBLING the ping time was GREAT! Given the PC Magazine 2016 reviews they rated the lowest of any Ontario DSL ISP, this is happening to too many people. 2016 May Despite promises of 24 hour response, I've now waited four days for any response. Yesterday, after a 30 minute wait for telephone "technical support", I was told that my report wasn't in the system, and yet today they emailed to ask me how things were going with my report!!!!!! Their 'tech support' could be sent offshore, without any loss of 'quality'. 2016 April This review is being updated due to an upgrade in line speed. The change was from 0.512 Mbps unlimited ADSL to 7 Mbps ADSL2+ with a 150 GB monthly cap. The order process is rusty, and they didn't do what they said they would do (in writing) in terms of logon and password. I was finally able to figure it out, but that delayed things by half an hour. The upload speed should have increased from 0.512 Mbps to 1 Mbps, but hasn't changed. I use PRTG network management software to test a hobby network, and what used to be a 9 msec. ping to Google, has now doubled. As mentioned above, there is little or no technical support available. I wasn't pleased that rather than deliver the new modem to my home, they made me visit the post office to pick it up. the post office clerk mentioned he heard a lot of complaints about Teksavvy doing that. The P-660R-F1 modem was programmed and worked before and after the cutover. This is an older, lower cost, single LAN port, no WiFi unit that hasn't had a software upgrade since 2013. _________________________________ Previously, I had tried to move friends over to Teksavvy, but it was a complete disaster. Imagine having to almost BEG the telco to take you back as a customer. As a professional in this industry, I've never ever been more embarrassed. I made a living by baby sitting telco installs, and here I am having to beg them to take my friends back as customers. During all these problems, I noticed that Digital Home has revoked their recommendation of Teksavvy. I completely agree with their assertion that if Teksavvy is working, keep them. If they aren't working, they now have a track record of not being able to get things going (especially on cable), so you might as well change vendors. member for 22.1 years, 61 visits, last login: 5.3 years ago updated 5.9 years ago
TSI Pierre Premium Member join:2011-09-23 Chatham, ON
1 recommendation |
Thank YouHi telserv,
Thanks for the sharing your feedback and I agree with you that a 5 business day outage is significant when you would be migrating your service over to us at TekSavvy. I do apologize for the service interruption on the phone service. I can tell you that we are currently working at re-designing the way migrations happen to mitigate these types of outages in the future. If you want to send me a personal message I would be happy to discuss further.
Thanks Pierre | |
| TSI Sean Premium Member join:2015-10-14 Chatham, ON |
TSI Sean
Premium Member
2016-Apr-27 8:50 am
Updated review ...Good Morning telserv, Thank you for your updated review. We are happy to hear that there are higher speeds available for you. You will definetely notice a huge speed difference once you are upgraded. Unfortunately we aren't able to see a graph attached here. You can post the graph in » /forum ··· avdirect if you like and then we can review it. Our process is set up to send the modem to the post office because there have been many times where the equipment doesn't make it to the customer. So it is really for security purposes to make sure the correct person receives the modem. This way the modem always reaches the customer. We do appreciate your feedback and hope you understand. Please let us know if you have questionsm, concerns or require assistance. As mentioned above just post your account details in the Direct Forum anytime, we'll be more than happy to assist you. Have a fantastic day! Respectfully, | |
| | telserv join:2002-01-15 Thornhill, ON |
Re: Updated review ...Hi Sue;
I've worked thru any diagnosis of issues at my end, and confirmed that we do have a problem. After changing from 0.5 kbps to 1 kbps service, upload speed hasn't improved from what it used to be, and ping times are consistently double.
I submitted a support request (late Sunday afternoon), and 24 hours later, I haven't received an update. I then asked for a response, and twelve hour later, haven't received any.
This isn't an emergency, but I'd appreciate an update about someone checking the Bell DSL configuration. | |
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Re: Updated review ...As mentioned in the updated review, yesterday "tech support" Michael says they didn't have my problem report. Today, they email me asking how the (lack of) resolution is going! I've never had a response from 'TSI Sue (Apr. 27)' about this either. | |
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Re: Updated review ...Just got an unsolicited call from a 'supervisor' at Teksavvy. He was calling about the problems I've had, but he didn't know what they were, and had no solutions. When Michael had problems yesterday, there was no supervisor available, but today, suddenly, there is. Oh yes, they know that using their automated problem reporting system is a joke, because they ignore the reports, and if you call in, they can't read the problems from the online system. WHAT????
Teksavvy is marketing. It's all about faux 'we care'. If they fixed the technical problems or read the reports I bothered to submit, neither of us would have to care. ITS A TECHNICAL PROBLEM, NOT A PROBLEM WITH MY PERCEPTIONS. Making clients wait 30 minutes to speak to a incompetent support person doesn't show much 'caring' either. It's actually funny to see their problem log show that nobody has done anything and nobody is assigned to the problem, and they still have the nerve to email me asking how I 'feel' about their services. Making customers wait most of a week to find out you haven't read the problem report doesn't help 'feelings' either. | |
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1 recommendation |
Re: Updated review ...Hey telserv, Thanks for passing on your feedback here. Sounds like there are many areas of opportunities and processes for us to review. Very sorry to read about all the headaches this looks to have caused, I definitely want to review the behind the scenes of your account. I would like to assign someone from my customer experience management team. That someone will take on your account and follow up with you until we can resolve this issue you've been experiencing. I was unfortunately unable to locate your account by your DSLr username and couldn't locate a thread in our direct forum. If you could please post here -> » /forum ··· avdirect with your account information. Sounds like you've been through quite a bit. Although I can't fix what's already happened, I can assure you my team will do their best to turn this around. Looking forward to your post. Jonathan | |
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TSI Andy Premium Member join:2012-11-22 Chatham, ON |
TSI Andy
Premium Member
2016-Nov-24 6:55 pm
Your ReviewHey Teleserv,
Sorry to hear you have experienced further issues. We would like to opportunity to look into this with you and address your slow speed issues. If you could, please post in the direct forum with your account information, unfortunately your DSL ID is not tagged to a specific account allowing me to proactively contact you to assist.
Sorry for the inconvenience, we hope that we can resolve the troubles you have faced and maintain you as a TekSavvy customer. | |
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Hello telserv, I would like to assign someone from my customer experience management team. That someone will take on your account and follow up with you until we can resolve this issue you've been experiencing. I was unable to locate your account by your DSLr username and couldn't locate a thread in our direct forum. If you could please post here -> » /forum ··· rectsort with your account information. I can assure you my team will do their best to turn this around. Looking forward to your post. TSI - Milissa | |
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Hey telserv,
I'd like to take a look at your friend(s) account(s) to see what happened. Could you please PM me the account(s) information so that I can review?
Thank you,
Jonathan | |
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tailss1
Member
2018-May-11 10:42 pm
Same deal, worked okay but once failed start looking for another provider. | |
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Review by alexthemouse - Location: Toronto, ON, Canada
- Cost: $59 per month
- Install: about 56 days
- Bell Canada
Service, process, support Utterly incompetent
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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I have had a pretty terrible experience with Teksavvy, trying to setup dsl and home phone for my parents. They have been long time customers, but moved to a new place briefly before going back to their original condo. I wanted the phone number ported and dsl 50 installed. I placed the order on Aug 23, 2017 with a move in date of Sept 13. In the weeks prior to the move, I was getting calls from my account manager (Rosco) who was having problems porting the number. Sept 13 passed by, still no service. Turns out he submitted the wrong number. So now the old line is disconnected, and he's having trouble again submitting the request. So another 2 weeks pass by and I demand they at least setup the internet. He says ok, a Bell tech arrives Sept 30 and gets the internet running. 2 days later I get a call in the morning about a Bell tech arriving to install the phone line. As soon as he does, the internet stops working (the account manager neglected to tell me that they had to install a dry loop and will now have to switch it back). Also, he submitted the phone request with a different phone number. My parents had to wait another week for the tech, Oct 7. No tech arrived. Called support, seems that an order was submitted to switch to adsl 6. Another order submitted for Oct 14. This time the tech arrived and said they have an order to check the modem. Only there was no internet service coming through the line, so he couldn't do anything. Called teksavvy, have to explain everything again, nobody knows what to do, asks me to wait for Rosco. Supposed to be back in the office today on Oct 18, emailed to request a call, no response. During this entire episode, I must have spent about 30 hrs on the phone on hold, waiting for support to pick up. I tried the callback option, only to never get a call back. I have been told that the support staff has reviewed my case when it was pretty obvious they didn't and completely messed up orders. I've been told alternately that I have to wait for Rosco or to call in. Now I'm just being ignored. Its been almost 2 months. My biggest disappointment was waiting this long to just drop it and look elsewhere. member for 6.4 years, driveby review (so far) updated 6.4 years ago
2 recommendations |
Review by alexthemouseGood afternoon, I am terribly to hear this. Could you please post your account info here » /forum ··· avdirectI would be happy to look into this further. Regards, Chris | |
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4 recommendations |
Re: Review by alexthemouseNo point, I have already given up. I'm signing up with a different provider. | |
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Review by nonameperson - Location: New York, New York, NY, USA
- Cost Contract price not specified.
AVOID The worst internet provider I've ever had
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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The worst internet provider I've ever had. I live in downtown Toronto and I'm experiencing constant slowdowns of Teksavvy Internet. It's really rare for me to get speed which is somewhat close to what I pay for. Not to mention cope complete network outages. As a newcomer, I found it shocking how slow and expensive the Internet in Canada is but I still had no idea how bad it can really get. Strongly recommend looking for another provider if possible. member for 6.4 years, driveby review (so far) updated 6.4 years ago
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ReviewHi nonameperson, I'm sorry to read that you're experiencing some slow speeds. I'm not sure if we were able to look into this with you yet but if not, please don't hesitate to reach out to us. You can open a direct thread here: » /forum ··· avdirectWe'll be happy to follow up and see if we can help eliminate the issue for you. Thank you, Jonathan | |
| FreeThinkerdisgruntled crapsavvy customer join:2008-10-16 australia |
Customer supportSimply horrible. Calls that take hours to be answered. Emails that take days to be answered. | |
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Sounds like a wireless problemDSL has more than enough capacity at Teksavvy and as a result there's really only two main reasons to experience slowdowns: Line issues and wireless problems. Line issues it won't matter what company you're with. However, I suspect that the real source of the problems described is your SmartRG. They're known to have issues with wireless, especially where reflection is a problem (old buildings, steel railings, etc). Buying a quality 3rd party router and putting your SmartRG into bridge mode would likely have solved your problems. | |
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Review by ZubairAlam3 - Location: Brossard, QC, Canada
- Cost: $49 per month
Worst only because you can not reach to their Customer support It is a nightmare to reach their TechSupport
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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It is a nightmare to reach their TechSupport. member for 11.3 years, 12 visits, last login: 6.4 years ago lodged 6.5 years ago
1 edit |
ReviewHey ZubairAlam3,
I believe your questions and concerns are being discussed with our CEO in one of the public threads.
Thanks for the review.
Jonathan | |
| RizzleQCunningham's Law Enthusiast Premium Member join:2006-01-12 Windsor, ON
3 recommendations |
RizzleQ
Premium Member
2017-Sep-15 4:10 pm
"Worst only because..."And then rates them zero in all possible categories. Riiiight. | |
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spock8
Member
2017-Sep-15 9:10 pm
Re: "Worst only because..."I have to agree. Zeros all around seems a little much | |
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haar Premium Member join:2001-05-14 Mississauga, ON |
haar
Premium Member
2017-Sep-21 3:20 pm
zero?, zero?... it could not be that badreally ZERO?... Teksavvy has never deserved this. I always use DIrect so my support woes were always fixed promptly... (WRT to my being able to other things while awaiting to fix...) and the few CC problems were fixed... with me only alerting them in Direct...
BTW, do you think that the problem will be fixed faster by talking to a person, who is just going to enter the ticket into teksavvy's system, and waiting... verses using direct and checking back at your convenience... YMMV.
in any case, Zero is not deserved. | |
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Review by Markus8 - Location: Ottawa, ON, Canada
- Cost: $63 per month
- Install: about 6 days
Good service and good communication from TSI None so far A great and much cheaper alternative to Bell Fibe Internet
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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Update (June 19, 2017) TekSavvy service still good. TekSavvy phone support (tech) is good IF YOU CAN GET HOLD OF THEM. Over the last 3 months telephone wait times on hold have been 45-90 minutes. This is no longer acceptable. Just had TSI DSL 25/10 unlimited on dry loop installed in parallel to existing Bell File 25/10 service. Will be cancelling Fibe service in next few days. Install went well except for the Bell tech not tightening screws inside phone wire jack. Communication from TSI has been stellar so far. I recently dropped my Bell POTS line which put my Bell Fibe internet (25/10/unlimited) price up to over $100/mo. I'm saving almost $40/month with TSI for the exact same service. member for 10.1 years, 141 visits, last login: 6.3 years ago updated 6.7 years ago
ShawnSBusiness Solutions Agent Premium Member join:2012-11-22 Chatham, ON 1 edit |
ShawnS
Premium Member
2014-Apr-23 8:18 am
RE: ReviewHello Markus, Thank you for taking the time to write your review. We're glad that things went well, other then the slight issue with the tightening of the screws. If you ever require assistance, you can reach out to us via the » /fo ··· avdirect forum. Way to save $40/month by the way!! Enjoy your unlimited stellar service! Sincerely, Shawn S | |
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UpdateThanks for the updated review. We certainly understand the frustration with the wait times. We're doing everything we can to lower them but unfortunately those things take time. We are well aware and working as best as possible to correct them. | |
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Review by canzyx - Location: undisclosed location
- Cost Contract price not specified.
Cannot think of any Stood us up 3 times with installation; charged for the services diddn't deliver; long service waits on the phone; Avoid, avoid, avoid.
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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DSL, 6Mb (fastest available for the area); around $55 after all add-ons. A few weeks ago (in May), we started shopping for Internet for our cottage. We called TekSavvy among others. After waiting in a queue for an hour, we finally connected with a sales rep. We gave the rep the details â Internet is for the cottage, so we need to schedule an installation for the time that we are at the cottage (weekends). The rep gave us a few options, and we settled on June 10. The rep confirmed that the installation is scheduled for June 10 and that we have to be there to meet the technician. June 10 wasnât ideal for us to drive up, but since we had this appointment scheduled, we changed our plans to accommodate it. Around mid-day, I decided to call TekSavvy and check on the technician. First, I waited in queue for an hour, but then the call dropped before I could connect. Then I waited in another queue (online chat) for another 20-40 minutes. Finally, after 90 minutes of wait, I connected with a rep. He informed me that our appointment was rescheduled for Monday. The abrupt cancellation has ruined the weekend â we had to change weekend plans and spent 4-5 hours driving in addition to waiting at the cottage for several hours. Also, the new appointment was scheduled without consulting with us, and thus it was set for the day that we explicitly said doesnât work for us. It looks like someone looked at the notes âit needs to be on the weekendâ and said âgreat, let me reschedule for Monday, thenâ. Later, I received a follow up call from the rep, apologizing for the mess. In that call, they confirmed that the new installation date is on Monday, June the 12th and we have to be there. Or we can reschedule for a later date. Since we need Internet for cottage renters, I made arrangements at work and drove up to the cottage on Monday. Around mid-day I contacted TekSavvy to make sure that there are no screw ups. The rep assured me that everything is in order and the technician will be on site between 8 and 5. At 2, Iâve got worried, and contacted TekSavvy again. Same response â everything is good, just sit tight and wait. Same thing at 3, and then at 4. Every time, Iâve asked TekSavvy rep to confirm and make sure the installation is happening today. And every time Iâve got assurances that everything is arranged with the technician and theyâll be there. At 5, the technician is no-show, so I contacted TekSavvy again. They told me that there might have been a miscommunication and the technician may be there before 9, not 5, so we need to wait. I waited until 8. Still no-show. And at that point TekSavvy support started asking a few basic troubleshooting questions, which were no use to me since the line is clearly not working. Iâve contacted TekSavvy via email â TekSavvy didnât respond. I called the main support line, and after connecting, asked to be transferred to a manager. I explained what happened, the manager apologized on behalf of TekSavvy and tried to fix the issue by offering us a discount. He agreed that one screw up can happen, but two in a row is simply unacceptable. Since we planned to have someone at the cottage on Wednesday, we arranged a troubleshooting session to finally fix it. On Wednesday, TekSavvy and Bell called. After a brief remote troubleshooting session, they concluded that someone needs to come on-site. There was a Bell technician next door who was willing to help, if TekSavvy and Bell provided him our âticket numberâ. TekSavvy and Bell refused to do so, telling that it is against their process, and they need to send someone specifically to our address. We told them that there isnât much time â people are at the cottage are only there until Thursday noon. TekSavvy and Bel assured that someone will be there between 8 am and noon on Thursday, and we have nothing to worry about. Needless to say, the following day no one showed up. TekSavvy manager stopped responding to my emails. Emails to otherTekSavvy addresses (e.g. their head of customer service) didnât bear any fruits either â TekSavvy simply stopped responding. It is worth mentioning that TekSavvy charged us for the modem and first month of services as soon as we placed an order in May. So now it is mid-July, we were charged nearly $300 in May for the services that were not delivered, Internet still doesnât work, we had to spend $80 on gas, 8-10 hours in traffic, three and a half days waiting on site, plus lost pay for the day that I had to take off work. And TekSavvy simply ignores the issue, ignoring our emails and questions. member for 6.7 years, driveby review (so far) lodged 6.7 years ago
TSI Bryan Premium Member join:2015-01-19 Chatham, ON |
ReviewHi canzyx, My name is Bryan and I am one of the Customer Experience Manager's here at TekSavvy Solutions. I'm very sorry to hear about the experience you've had thus far trying to get the service up and running. I can completely understand your frustration, as I would be too given the same circumstances. I want to help you with this in getting this resolved. Either myself or one of my colleagues will be there every step of the way to ensure this gets fixed asap. Can you post here » /forum ··· avdirect with your account information so I can get familiar with your account and can then contact you with our plan of action. Thank you, TSI-Bryan | |
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canzyx
Member
2017-Jun-16 12:47 pm
Re: ReviewPosted my note in the direct line. Just FYI, we exhausted all meaningful ways to get the issue addressed. We need someone with authority to influence issue resolution to call us back. The phone is provided in the issue description. | |
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JMJimmy
Member
2017-Jun-23 12:47 pm
Bell Strikes AgainIncumbent failures like this is such crap! Your expectations are 100% reasonable and correct. The hold times are unacceptable, TSI knows this. They're mid-restructure to handle growth and it's causing serious support delays. It's no excuse though, this has happened in the past and they haven't learned from their past mistakes. The initial failure is not Teksavvy's though. This type of thing has been a problem for some time with the incumbents like Bell. Teksavvy does everything correctly, uses Bell's API to schedule an install date, confirms it, etc. Then the technicians do Bell's work first and only get to 3rd party installs/repairs if there's time. There's literally nothing Teksavvy can do but schedule a new date until it actually gets done. It's frustrating as hell. Teksavvy is trying to do something about this though. Through CNOC they're pushing the CRTC to address the problem: » www.crtc.gc.ca/eng/archi ··· 7-49.htm Unfortunately, the comment period is closed so you can't share your story but many did share very similar stories. Make no mistake - this is Bell's attempt to force you to go with their service instead of someone like Teksavvy. It's anti-competitive behaviour and it will likely get regulated. TSI/Bell were technically correct not to share the internal ticket number. The process is mandated by regulation so bypassing it could lead to issues for both of them. The manager should have shown initiative though and realized there was an unconventional solution that presented itself and could have been taken advantage of. Some people just aren't willing to risk their jobs to show that kind of initiative and I can't fully fault them for following the rules. The unresponsiveness after that is strange, I've been experiencing some of the same. It's not acceptable and customers can only be expected to show so much patience. | |
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1 recommendation |
Anon3b946
Anon
2017-Jun-26 12:47 pm
Unfair/Misleading ReviewI'm going to have to disagree a bit with some things mentioned in the post above by JMJimmy. I do not think your expectations were 100% reasonable and correct. Partially yes, but completely...no.
The OP clearly has 0 experience with having a DSL connection activated in a rural (cottage) setting, let alone through a third party provider such as Teksavvy. DSL is a very finicky beast, especially so in rural areas where lines travel long distances and are usually very old and not well maintained.
So you might be asking: So what? You shouldn't have to be a network engineer to sign up for an internet connection. Why should OP have to deal with this, they're just a consumer who paid for a service that was not provided on the dates/times agreed. This I agree with, but speaks to a larger issue with the way internet connections are set up in Canada (I'm assuming OP is in Ontario or perhaps Quebec). It's also an issue with how BTS (Bell Technical Solutions) operates and the quality of their technicians etc..
My issue is that the OPs review only focuses on the installation of the service and not the actual service itself. This is mostly unfair to Teksavvy because at this point in the process it's 90% Bell's fault/issue. Which is why JMJimmy calls it anti-competitive (which it is).
What OP needs to understand is what they're asking for (namely: DSL internet in a rural setting) isn't as straightforward and simple as it would be in a town, or suburb or city. So right off the bat the expectations should change.
To compound the problem, OP is trying to have this installed hours away from their home, and on a weekend no less. This is definitely not ideal.
Should it make a difference ? Probably not. In the reality we live in does it? Absolutely.
Bell owns the physical lines running from their DSLAM or Remote to your cottage. Teksavvy pays a portion of your monthly internet bill to Bell for the lines as mandated by the CRTC. That makes all Teksavvy DSL customers using Bell infrastructure technically Bell customers too, even though they don't pay Bell directly.
The problem here is Bell. Specifically BTS (the techs in the trucks). OP had an initial time scheduled that was then moved. By whom? BTS. This should have then been discovered by Teksavvy and communicated to the customer. In an ideal world, Bell would contact the customer directly when this rescheduling was decided.
The crux of the problem is how Bell (and BTS) operate with their techs. They have X number of calls they have to get to in a day but each job is different and there can be many issues. So if call #1 takes 3 hours, there's less time in the day to get to calls 2, 3, 4 and 5. You bet your ass they're going to prioritize Bell customers over third party access such as yours.
Then because you're trying to get this done in a rural setting, there aren't that many techs that cover the area. Or if there are, they service an absolutely huge geographical area.... Also you need to cross your fingers and hope the tech is actually competent and able to troubleshoot issues.
Your DSL installation (including dates and times) and any physical repairs/modifications to your lines are done entirely at the mercy of Bell and their technicians.
This is what you get with third party providers for DSL. It doesn't matter if it's Teksavvy, or Start, or Ebox, or Acanac. This experience would have (mostly) been the same, except for communication (or lack thereof).
Techs not showing up are the crux of OPs issues along with the poor or lack of communication. This is exacerbated by the fact that OP has to drive/take off time from work to get these things running.
OP: Your experience with techs not showing up is not at all unique to you. Nor is it something Teksavvy controls other than requesting install times and escalation. Your frustrations arise from your own unique situation (living hours away and a lack of understanding about what's involved with what you're trying to do).
In an ideal world none of this should matter to the customer. It just shouldn't.
But we don't live in an ideal world.
OP chose to come onto a very specific and technically minded site to air their grievances (yet neglected to use the other features of this site, namely the direct forum). And this is where I take issue with the review.
It does not reflect Teksavvy as a whole. OP never even had a chance to use Teksavvy's actual service. The overwhelming majority of the problems stem from Bell (or BTS).
My advice for OP:
-DSL connections, especially in rural locations, are not just a simple flick of the switch. They take time to get installed properly, and to expect things to work after even a single tech visit is most likely not going to happen. Even if the Bell portion is done and you're online, problems such as intermittent sync, latency and speed will still need time to be troubleshooted.
-It sounds like you're renting out this cottage. Do not advertise that you have guaranteed internet access. Because the environment affects DSL lines (especially rural ones) pretty severely. Example: I would get intermittent sync on my lines in the summer when it was very hot out. No problem during the evenings/overnight/overcast day.
-See if there are any WISPs in your area that can provide fixed-wireless internet solutions. These have their own issues but at least you're not at the mercy of the godawful ancient rural telephone lines running around this province.
-Realise that call times/queues are normal for this industry. Do they suck? Absolutely. But it's not like it's any worse off at Teksavvy than anywhere else. In fact, you have more options with Teksavvy, and they've been reknowned for their support.
-In order to get the level of service you want/require, you're going to need to go with Bell directly. Just expect to pay for it.
So next time before going off on a rant about how terrible Teksavvy is, take a step back and think about exactly what you're complaining about. Your issues are almost entirely Bell's fault.
It sucks that it went this way for you, but it's in no way surprising. I have a lot of experience setting up DSL connections in rural locations around Ontario. Your experience seems par for the course with what I've had to deal with. The difference is I don't come online to leave emotionally-driven angry reviews. (The irony being I'm doing that now, albeit not very emotionally driven unless you count annoyance as the motivator).
FYI: I do not work for Teksavvy or Bell, or any other ISP. I'm just a regular user who has frequented these forums for almost 15 years. I just felt the need to defend Teksavvy a little bit (and point out the real culprit) for a review like this. | |
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1 recommendation |
Anonec62f
Anon
2017-Jun-27 1:03 pm
Re: Unfair/Misleading ReviewI think the initial post is correct, and in no way misleading. He stated the facts. If someone promises something, it is reasonable to expect that it will be done as stated, especially if money is paid. Technically, it is a contract, and Teksavvy should be liable, and refund fees and pay a penalty.
Similar instances have occurred previously, and Teksavvy should have informed the customer that there was a significant probability there would be issues. | |
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1 recommendation |
Anon10040
Anon
2017-Jul-17 2:42 pm
Re: Unfair/Misleading ReviewTeksavvy has been having phone wait times in the hours for years now. No excuse for that. Hire more people. Stop blaming Bell. Even if it is Bells fault. You are the one offering the service and getting paid for it. | |
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Review by jmmorris9913 - Location: Vancouver, BC, Canada
- Cost: $55 per month
- Install: about 999 days
None - they don't turn up to install They don't turn up, don't apologize for not turning up and don't refund because you have to scramble to find another vendor Find a vendor who turns up - even Shaw Cable if you have to
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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Tuesday Nov 8 Other vendor had given a 1 hour turn up window for this morning (which i didn't believe, but whatever). Other vendor actually turned up in this 1 hour window and connected service and allow me to check it was connected. Other vendor actually confirmed day before they were coming - via phone and text and then called 20 minutes before they got here to confirm they were coming - amazing. We have internet again and can stop using the neighbour's wifi. Thank god that is over. Friday Nov 4 After getting my current vendor extended due to TekSavvy's cancellation on the business day prior to their first install date, I double checked with the them about their new install date Nov 2: - they replied via email they would come - i double checked half way through the day with them via phone - yes, the installer is coming. I said "can you make sure he has my cell phone?" Reply: "We can't contact the installers." - Yep, you guessed... despite all the assurances ... despite me having to stay in the house all day.... despite having already cancelled... no show.... Paid for a day's hotspot data from cell phone provider, evening spent chatting neighbour up to help us out with his Wifi and getting another vendor to come out and install Futile communication with them - they clearly have a set of pre written emails, designed to deflect responsibility. They lack a basic awareness or acceptance that they should turn up if you have to take the whole day off work. They will not give a 4 hour install window - it is the whole day. You realize after a while that their whole organization is designed to operate for their convenience and they spend the time they saved by not organizing properly to generate a series of excuses once it all goes bad. It really is quite an experience - very early internet days experience. They seem to lack any basic acceptance that they should turn up on the install day, connect you, knock on your door and confirm you are connected. The modem sits in the box, unopened. If you live in Ontario or you have a high tolerance for chaos, maybe go with them. Make sure you are happy to be out of pocket if it goes bad. If you have a family who will be p*ssed at you if there is no internet, think twice. If you can't afford to loose the money you pay up from - $200 total for modem + first month of service, think twice. If you can't easily take a whole day off work to be at home - and they don't show up - think twice. If you have existing internet, don't give it up until after they install. Unless you are prepared to have a lot of your time sucked up and deal with a lot of frustration, go with someone else. I would question the veracity of the high scores they have on this site. My experience suggests the only plausible explanation is that the high averages result from a number of fake reviews. They are far too chaotic and irresponsible to have a good reputation. They lack basic organization. This is not a well managed or responsible company. Friday Oct 21, 2016: install scheduled for Monday Oct 24 in and TekSavvy has the gall to tell me today they now won't be coming on Oct 24, and will now be a week or so later - after I've cancelled my last vendor and arranged to be at home this day. Watch these guys - and don't take any install dates as any soft of commitment. Geez - clowns! member for 15.5 years, 14 visits, last login: 7.1 years ago updated 7.3 years ago
TSI Andy Premium Member join:2012-11-22 Chatham, ON |
TSI Andy
Premium Member
2016-Oct-21 7:55 pm
Your ReviewHello and thank you for your feedback.
I apologize that you had such difficulties getting activated, it should have been made clear at sign up that all dates are tentative until confirmed from the vendor for installation. We can certainly send your signup call off to our quality team to have that investigated and the associate coached out if required.
As for the building requirements, we use a qualification tool to verify if the address is serviceable. Unfortunately we do not have access to know what may be required ahead of installation to confirm if extra work may be required. Again I apologize for the troubles you have had to get your service up and running.
I have PM'd you to get your account information to have the call reviewed and coached as mentioned if required. | |
| TSI Andre Premium Member join:2008-06-03 Chatham, ON |
Hi there, I am sorry to hear about your bad experience. I reached out to Martin to see if he had made any progress with you however he indicated to me that you hadn't reached back out to him. I would definately like to have someone help you out with this. If you are interested, can you please PM me (TSI Andre ). Cheers, Andre | |
| TSI Andre |
Hi again!
I believe I found your account. I see that you have cancelled services and I am going to assume that you have no interest in us reaching out to you. If that is not the case, please let me know.
I will have someone further investigate your account (regardless of the above) and we will see where we can improve ourselves here.
I am terribly sorry you had such a bad experience but thank you for taking the time to share your experience.
Cheers,
Andre | |
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