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Review by gotak  - Location: L6G 0C5
- Cost: $45 per month
- Install: about 14 days
Good "No contract and less likely to try to screw you over"
Bad "Not what they used to be anymore, customer service and reliability has tanked"
Overall "If you can stand being offline for days with no answer without significant savings, it's the ISP for you"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I came to Tek 2 years ago when I got married and moved out at the recommendation of a friend who had been a customer for years. And while the initial installation was a bit annoying as it took 2 weeks and even then the modem didn't work till a day after install, you couldn't get decent rates (or so I thought) with Rogers at the time. Not if you are a heavy user. Things were good.
Forward to today and things are different. You can if you ask for it get good plans from Rogers (yes likely due to competition from the likes of Tek). While TekSavvy had me offline for 4 days due to an issue introduced by Rogers yes but there's no resolution in sight. And there are people who have been offline for 2 weeks.
The above issue plus considering that I am not actually saving that much per year with Tek vs Rogers. My conclusion is that today the competitive advantage for TekSavvy is a lot slimmer than it used to be. And for me the risk of extended outage out weights any savings. So I canceled their service and moved back to Rogers.
TekSavvy isn't a bad company per say. But it's not a great ISP either. Not with their reliability and in many ways converging technical support practices with the likes of Rogers (outdated firmware on your modem you didn't buy from Tek? You are on your own buddy that or you can pay them 100 for a new one).
Update:
The experience of switching back to Rogers has been A+ even with the fees they had to refund. The reason being that the phone calls are so much more pleasant with Rogers than they have been with TekSavvy of late. The Rogers call were connected to a Rep right away, the reps were polite and helpful so the entire business was settled within a minute of talking. Compared to recent calls to TekSavvy where the reps always sounds annoyed or angry it is a pleasant surprise.
Someone needs to check if Hell froze over...
member for 2.3 years, 33 visits, last login: a few hours ago
updated 2 days ago
Comments:
  TSI AlanPremium
join:2012-11-22
Chatham, ON | Thank You For Your Review Hello,
Thank for your review. We are sorry to have lost you as a customer, due to the issues you encountered.
We are actively working with our vendors to improve the processes, and have significantly less interruptions and inconveniences for our customers going forward.
We look forward to having an opportunity to serve you again in the future.
Regards,
--
TSI Alan (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee
Follow us on Twitter: @TekSavvyCSR; @TekSavvyNetwork | |
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| Review by Flashman - Location: Toronto,ON
- Cost: $60 per month
Good "Nothing. "
Bad "1 hour plus phone wait times, uncaring customer service."
Overall "Avoid! "
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I've been a loyal and satisfied TekSavvy customer for six years... well, I should say "was." Unfortunately have been watching customer service slide over the past year, and today was the last straw.
Had an appointment booked between 8 - 11, after a two week wait for a change of address. 11 comes and goes, no tech. Called Teksavvy; they had the number wrong - completely their fault. They repeated a 7 as the last digit, despite me clarifying the number TWICE at the time of appointment booking... So the tech arrived as scheduled, but Teksavvy dropped the ball as they couldn't notify me he was here.
That's bad enough, but the CSR was absolutely unapologetic - I mean, literally didn't even say sorry for the inconvenience. Next appointment is in another week... Take it or leave it. Ya, no thanks, if I have
to spend an hour on the phone to actually talk to someone, only to be told I have to wait another week due to an error 100% Teksavvys fault... Pains me to say, but Teksavvy is now an ISP to avoid; they may have great plans and rates, but it seems impossible to actually get hooked up. And what a change in customer service, congrats - you're finally indistinguishable from Bell & Rogers. I mean, you worked pretty hard to push a long time loyal customer away... I pity your new ones who'll have to learn these lessons the hard way too.
Lots more similar stories here - »www.canadianisp.ca/cgi-bin/isp_c···ispid=50
Buyer beware! They'll take your deposit quick enough, and leave you holding your d*ck in your hand.
member for 17 days, 0 visits, last login: 17 days ago
updated 17 days ago
Comments:
| | Review Hi Flashman,
I sincerely apologize for the recent experience you've described here. As a customer who has been with us for six years, it's definitely not the way we want our customers to leave a long term business relationship. I do want to investigate your account further to ensure that the representatives who made the errors are addressed and the fact that they were unapologetic as you've mentioned.
Feel free to PM me your account information TSI Jonathan and any questions or concerns you may have.
Thank you,
TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.
| |
| | Reviews:
 ·TekSavvy DSL
1 edit | Re: Review Do I get paid for my time? If I'm helping you solve your customer service deficiency, and I'm no longer a customer, what's in it for me for investing my time? So far I've waited at home for three hours for a tech who you gave the wrong phone # to, and spent an hour on hold. You guys seem to have a monopoly on my time today.
If you were going to investigate and get my Internet hooked up tomorrow, then we'd be
talking... But this just sounds like an invitation to waste more of my time with Teksavvy. Like I'm doing now. | |
| | | | | Re: Review Hi again Flashman,
I do not want to take any of your time, all I was asking for was to have your account information and I would do the work from there to ensure the issues you've brought up are taken care of on our side. A quick PM with your CID would be all that is needed. The representatives who made the mistakes need to be coached so that it does not occur again.
Unfortunately the mistake that was done on our part about the phone number which caused the need for a tech reschedule is something that I can't fix. The normal time frame to have a tech rescheduled would be 3-5 days but with the delays currently experienced with our vendor would push a date further away. We can certainly try to escalate your account but even escalations have been delayed.
I know this is not what you want to hear but what has been done is done. My job at this point is to ensure that what has happened to you does not happen again to anyone else and to see if I can make things better for you. We do have temporary solutions like sending you a wireless hub in the meantime until we have your actual service up and running. It's not the perfect solution but we could have that sent to you tomorrow to receive it Friday? That is if you are in a covered area which I would need to double check with your address.
We do care about our customers and you are no different. If you wish for me to assist you I will to the best of my capabilities.
Let me know...
TSI Jonathan
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Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.
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| | | | Reviews:
·TekSavvy DSL
| Re: Review I appreciate your efforts, I don't envy anyone who's a CSR on the sinking Teksavvy ship - but I'm already a happy Distributel customer... Install date is five days away, two days sooner than you
guys could manage for a rebooking, and the rate plan is slightly better.
Too bad I didn't get someone willing to
be so helpful without having to lose my
mind on the Internet. If the two other CSRs I spoke to on the phone today were a tenth as helpful, I may still be a customer. | |
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| Review by garbage911 - Location: l5b
- Cost: $35 per month
Good "cheap"
Bad "Poor support. Not in control of their own lines."
Overall "Cannot be relied upon to fix problems. They aren't a good value if they aren't up!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I have been a teksavvy customer for years and recommended teksavvy to many friends and clients.
This last month; a client has been down for > 18 days. No ETA on a fix and now, their support number is overwhelmed; they aren't even answering emails.
We're with cable teksavvy and in our region of thornhill/richmond hill; that mean's its sub-licensed from Rogers.
We've spent countless hours on the phone opening tickets. Still no working internet.
What can I say... The proof is that they are unreliable; do not have contingency plans; cannot support their customers in an outage.
This is horrendous as I'm really rooting for the little guy and really like what they did with pushing for the removal of transfer caps. But when your internet is down for 18+ days and they still can't fix it.... It's time to leave them.
As a consultant; I can never recommend them again as I had to spend hours helping a customer transfer back to a more reliable internet provider pro bono.
All the savings that have accrued to the customer do not represent the hours of my consultancy time wasted when their service is down.
REVIEW UPDATED SEPT 14, 2013
-------------------------------------
So, as the news reports/people know by now; Teksavvy cable has been having a lot of issues recently. My client has finally been migrated off Teksavvy. The installer that came said that it seemed that the cable line had been disconnected/cut. To be honest, that is not Teksavvy's fault. Still, it is their fault for not being able to control the tech's/support themselves and being overwhelmed on customer support.
The cable being disconnected apparently happens sometimes with dishonest installers cutting lines to generate more work for themselves??? (alleged on forums).
I have bumped up their rating slightly but I'm still dissatisfied since in the end; I had to fix a problem that their customer support should have fixed/diagnosed.
member for 31 days, 9 visits, last login: 5 days ago
updated 21 days ago
Comments:
TSI AlanPremium
join:2012-11-22
Chatham, ON | Thank You For Your Review Hello,
Thank you for your review.
Our sincere apologies for the recent connectivity issues you have experienced. The last few weeks have been particularly difficult for some of our cable customers in select areas, and we are working diligently with Rogers to get the problems corrected ASAP.
If you would be kind enough to post your account info in the Direct forum, it will give us the opportunity to follow-up for you. (If you reference this thread in your post, that will be very helpful.)
Thank you.
--
TSI Alan (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee
Follow us on Twitter: @TekSavvyCSR; @TekSavvyNetwork | |
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| Review by KyraReaper - Location: Toronto,ON
- Cost: $259 per month
- Install: about 6 days
Good "Cheap, when it actually is working the speeds are exactly as advertised, great friendly sales team"
Bad "Horrible service, internet doesn't work, long phone waits for tech support, tech support never answers"
Overall "Want to pay a lot of money for terrible tech support and no internet? Choose TekSavvy now!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I would NOT recommend Teksavvy. The only good thing about them is their sales team is extremely helpful when deciding packages. I ended up getting the 15/10 package for $34.99 (plus dry-loop @ $9.10 a month), as I work as a network technician from home so I need a reliable internet connection download and upload speed in order to support customers.
To start, I will admit I heard nothing but good things about TekSavvy. Great prices, reliable service, etc. That was the deciding factor, I need to work from home, so internet is my lifeblood, and great prices are ideal when you are just starting out in the workforce.
I've been a customer for 6 DAYS and have had nothing but issues. I spent $259.89 just to have failing internet, that they refuse to discount or refund the first month (which is going to be my last month if this doesn't get fixed).
To install the internet was hell. They sent a Bell tech to my apartment, and I told them to call my cell since I just moved and don't have a buzz code yet. I got no call, and when the tech did come up, he said he was about to leave because there was no buzz code, and they don't call. Why tell me to give my number if you won't use it. I took days off work for this, sitting at home and waiting beside a phone, at least call your customers, don't leave or avoid trying the building manager buzz code (my apartment has a 'help' buzz code guests can press).
First my internet would not work (there were no reported outages in my area)
I called tech support and was on hold 5 hours, and my call was still never answered. I tried emailing the support team using my cell's data plan (which ate it up and cost me extra money) and got a response 2 days later, which was just a copy of my initial invoice, which did not help at all, and I was told to refer to my welcome package shipped with my modem a Sagemcom f@st 2864 (there was nothing but a modem shipped to me). While I waited I requested to be called back by Tech Support on their MyWorld site. I get emails saying they called, but they never did (I double checked I entered my number right and it was).
When my internet finally started working (after me doing research on my own time of the problem) my account gets suspended after 3 days of having it running. I haven't even used my internet beyond checking email and updating my Steam account over the weekend (I was gone for the weekend and left my computer running to update). I've worked in IT and tech support for 5 years, and I have never seen such bad service.
My total tech support calls to date is over 10 HOURS of waiting for someone to answer. I've spent 4 days constantly calling and never getting a response from tech support. I've called around 4 times a day, for longer than an hour each time, up to 5 hours. I never did get an answer unless I want to purchase or modify my package. I've also tried emailing their tech support and don't get a response, or if I do it is information I already have, like my initial invoice. This information does not help solve my problem in the slightest.
DO NOT USE TEKSAVVY! Rogers and Bell may be a lot more expensive, but at least they are capable of running a company, and their tech support answers the damn phone.
member for 25 days, 4 visits, last login: 8 days ago
updated 25 days ago
Comments:
TSI AlanPremium
join:2012-11-22
Chatham, ON | Thank You For Your Feedback Hello,
Thank you for your review - although it is upsetting to hear the difficulties you have encountered in activating your service. That is not the TekSavvy experience we strive to provide for our customers!
Kindly post your account info in our Direct forum so we may look into this for you, and get things made right.
Thank you.
--
TSI Alan (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee
Follow us on Twitter: @TekSavvyCSR; @TekSavvyNetwork | |
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| Review by anto - Location: undisclosed location
- Cost: $283 per month
- Install: about 30 days
 Bell Canada
Good "Offering Bell VDSL for lower prices"
Bad "TERRIBLE SERVICE, TERRIBLE SUPPORT, TERRIBLE INSTALLATIONS, Accounting Issues, Unable to get anything done first time"
Overall "Don't bother! I hate bell with a passion, but at least their service works and they do what they say they will."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I signed up for DSL 50/10, which is resold Bell VDSL service. I'm 50m from the local node (DSLAM) giving me perfect line quality. Yet everything ended in disaster after having spent two weeks dealing non-stop with TekSavvy on the phone 3h/day.
I was currently a TekSavvy Cable customer for years and decided to tack on DSL solely for increased upload speeds.
Week 1:
Call TekSavvy to setup DSL 50/10, mentioning I already have a Customer ID (CID) and that I'd like to append this service to it. They take my credit card and charge me $284 for the initial DSL connection, dry loop, $50 activation fee, and Bell ConnectionHub modem/router (Sagemcom F@ST 2864 - $130) + $10 shipping. I had no choice to get a bridged modem because Bell somehow enforces this for all VDSL customers, third-party or not.
I was given a setup date of Aug 1st between 12-9pm (9 HOURS!). I was told 2 techs would stop on by, the first to setup the connection to the DSLAM and the second to come inside and check internal house wiring and verify the modem is connected and functioning properly.
So far, we haven't even gotten to setup and they already screwed up. They created me a second CID for which I had to make a call, spend 30 min on the phone and get them to have a manager rectify by merging the two accounts into my previous Cable CID.
Aug 1st rolls along, and I wait for the Bell techs. The first one shows up around 3pm and sets up my line outside, comes in verifies my internal wiring and then checks my connection speed and sees only 6Mb. Calls it into head office to verify, they say they don't understand why it's at 6, or why I had a Bell ConnectionHub, and that they've never heard of 50Mb being offered to third parties and that there's nothing wrong with the wiring, it must be on TekSavvy's end. So he leaves me his cell number (graciously) and takes off. I have working 6Mb DSL at this point. I wait until 9pm for the second tech, but no one shows up.
Next day I'm on the phone with TekSavvy trying to figure out what's going on, they say my account is setup as 6Mb as they have in their file. I say they're wrong, I paid almost $300 for 50Mb and that they're system obviously has a flaw. They say they can send out 2 techs (AGAIN) between 12-9pm (9 HOURS AGAIN!) the following Thursday. They also mentioned that they normally charge a "line speed change fee" of $50, and I said "You can't be serious!", so they said they'd null it out in this case since it was their fault.
Around Monday, I get charged the $50 line speed change fee anyway, even though they said they wouldn't charge me for it since I initially paid for 50Mb and am only getting 6Mb. I had to call them up again, waste another hour waiting on hold, then explaining what happened, then having them tell me I'm only signed up for 6Mb even though I paid for 50Mb. This results in them saying that they'll apply it as a credit to the next invoice.
Thursday rolls around and I wait 9 hours from 12-9pm for both techs to show up. NO ONE SHOWS UP. I call up TekSavvy, spend another 2 hours on the phone where I'm talking to people asking what happened. They say that no techs were sent because the initial setup ticket was never closed on Bell's end. They have to call Bell, to close to ticket, so they can open a ticket to change the line speed and schedule techs to come out another day.
At this point, I've wasted 2 full days waiting for people, lost close to $300, wasted about 5 hours on the phone and still have nothing more than a useless 6Mb DSL connection. (Remember, I already had 28/1Mb cable)
So the next day, at 7:30am, I get a call saying that the bell ticket was closed, the new one was open and that they could send out 2 techs today (Friday) between the hours of 12-9pm AGAIN to setup the 50Mb. I said fine, I'll wait at home for 9 hours again to meet them.
9pm rolls around, and NO ONE SHOWS UP. I call up TekSavvy to find out WTF just happened and they tell me, get this, that what happened was that 1 tech was sent out to change the speed to 6Mb!!!!!! They told me that 2 techs are only sent out for 50Mb connections.
At this point, I lost myself. Not only did they screw up badly enough to waste 3 full days, close to 8h on the phone and $300, but they couldn't even, after 3 attempts, get me 50Mb because they kept sending people out to setup 6Mb instead!!!!!!!!!! Not to mention the fact that I was charged $50 for a line speed change that was never my fault or even given to me.
So I said, screw it, I'm cancelling ALL SERVICES WITH YOU. Everything, Cable AND DSL, get rid of it all. I called up Rogers, signed up for 150/10Mb Cable and was setup and running at full speed the following Monday at 11am (2 days later). And the kicker? Rogers only gave me a 2h time window, not the 9 full hours that TekSavvy could muster because they're reselling Bell/Rogers services.
TL;DR
- Signed up for 50Mb
- They setup 6Mb instead
- Charged for change to 50Mb
- They didn't show up, then
- They setup 6Mb instead AGAIN
- Cancelled for full refund
- With Rogers and happy
member for 65 days, 7 visits, last login: 37 days ago
lodged 37 days ago
Comments:
mikekay
join:2011-01-29
Kitchener, ON | Same here I've waited for hours and hours and talked to manager of managers. They say they can get me a 50 line, and cant. Bell says they can do it, they come out. Oops -- don't know what teksavvy is talking about. I call Bell they offer the same thing. The tool they use to qualify the site (on Bell's end is useless). Every time I sign up get charged, upgrade fee's modem fee's etc. Tech comes out and tells me, You cant get that speed. I'm about to give up as well. Worst part is calling in for tech support is a minimum of an hour wait. Brutal. But I wont feed the fire. Just thought I would comment on a similar experience I had with them. | |
| | | Review Hello Anto,
Thank you for this review. This doesn’t sound like how we like our installations to be completed. I apologize for these issues. I would like to review your account and investigate what has happened to ensure this type of issue with installing a 50 mbps DSL connection doesn’t happen again. If you can message us in the Direct Forum »TekSavvy Direct I will be able to investigate what happened with your account.
To Mikekay,
I see you are also having service issues. I would be happy to look into your account as well. Please feel free to message us directly in the Direct forum »TekSavvy Direct so we can assist you further.
Thank you
Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee | |
|  Ron
@in-addr.arpa | Teksavvy issues Could you please comment if your issues were resolved to your satisfaction? I was thinking of transferring my DSL from Bell to Teksavvy, but now having second thoughts from your experiences.
Thanks | |
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| Review by pnenov - Location: Laval,QC
- Cost Contract price not specified.
- Bell Canada
Bad "horrible service !"
Overall "this company is no longer capable to provide services "
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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after being Teksavvy's customer since 2005 i canceled all my services
the sales department and customer care representatives are clueless, arrogant west Indian ignorant
i try to convert my ADSL service over Bell phone line to ADSL over dry loop and i try to add VoIP phone
These Indian geniuses messed up my order 4 times and increased the price of my ADSL by 11 CAD
Avoid this company - they are no longer what they was before
member for 75 days, 2 visits, last login: 52 days ago
updated 75 days ago
Comments:
 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:27 | Your Review Hello pnenov
Terribly sorry to hear you have decided to leave us. I would be very much interested in finding out what happened. This is definitely not how we want our customer to be leaving us, with a sour taste in their mouth. I can assure you that all our representatives are located in Canada.
If you wouldn't mind posting in the »TekSavvy Direct direct forum with your account information. I'd like to investigate this as this could be a coaching opportunity.
Thank you,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork | |
| | pnenov
join:2013-07-21
Laval, QC Reviews:
·Acanac
·TekSavvy DSL
| Re: Your Review
you would be very much interested in finding out what happened ... really!?
then why dont you spend some time among your "specialists" ... you will be delighted to learn how good they are, but
i am 100% sure you know that - the profit comes first and these not qualified and not motivated people are most welcome ...the customers ....well, the customers are just and idiots whose money must be taken | |
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|  AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN. | Really?? TSI cannot provide service?? Really?? There are well over 100,000 satisfied TSI customers that will disagree with you. Your comment is outrageous.
--
BHell... A Public Futility. When life throws you lemons, make lemonade. | |
| | | Tough. Sorry. Can't take your comment seriously when you start deferring to racial undertones.
TSI is 100% in Chatham, ONTARIO. | |
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| - Location: M5e1z
- Cost: $70 per month
Good "no contract"
Bad "bad service, bait and switch"
Overall "bait and switch, scam"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I am extremely disappointed with TEKSAVVY. I am currently hooked up to their DSL 25 Mbps and their tek talk unlimited. After about 2 months of internet subscription I noticed that my speedtest.net was drastically reduced after experiencing some slow downs. I had called them and they told me that sometime on May 24th 2013 I was downgraded, without my knowledge or consent and that they did not have any notes in the system for the reason. After a really really really long conversation with a rude, mindless, script reader, he finally told me he would bump me back up. My speed still remains slow and the 'bump" lasted for only half an hour, just like a cheap batch of cocaine.Teksavvy is the worst bait and switch internet subscription I have
ever seen and I have been with Shaw Cable, Bell, and Rogers. Sure they maybe a little bit more pricey but you get what you pay for. If I had the time I would make a formal complaint to the CRTC but I decided instead to warn everyone else to not make the same mistake I did. They make you pay for their modem, give you a month or two of descent connection and than they scam=
you.
(review was emailed from domain rogers.com)
lodged 88 days ago
Comments:
| | Response. Thanks for bringing this to our attention. I'm really sorry to hear about this miscommunication and would really like to the opportunity to remedy this situation. Please message me in the »TekSavvy Direct
direct forum so I can try and resolve this issue. Hopefully we can turn your experience around!
Thanks for your time,
Liz | |
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| Review by beninTO - Location: Toronto,ON
- Cost Contract price not specified.
Good "Not much"
Bad "Terrible service, dishonest and incompetent staff, unreliable support"
Overall "Avoid at all costs"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I first signed up with TekSavvy two years ago, before they were too busy to accept calls from customers; I thought I might as well save a few bucks switching from Rogers. The service was generally poor, but tolerable. E.g., I was verbally promised TekSavvy never raises it rates, but after a month of service and a modem later, they raised my rate a de minimis amount. I also lose service about once every other month for half a day, on top of TekSavvy's intentional suspension of service many evenings after midnight for "maintenance", but I digress..
I called TekSavvy on May 26 to have a change in services for my move on June 18th. After waiting for ~1 1/4hrs, I was told by a female representative that TekSavvy does not make appointments more than a couple weeks in advance, and that I should call them 4 days before my move. As instructed, I called them on June 14th - after waiting ~45 minutes - I was informed TekSavvy's earliest appointment was on June 21st, or 8 days after I called, not the TekSavvy instructed 4!
The service at TekSavvy is absolutely terrible, and I will probably go back to Rogers to save my time and major headache of dealing with highly incompetent and generally unavailable customer support. Also, I later found out the sales representative on May 26 blatantly lied to me to get me off the phone, so she could take "new customers", rather than support existing ones.
Unless you're already roped in or on a very tight budget, I advise sticking with the reliable big boys. Don't believe me? Try calling Rogers and TekSavvy and you will see ~1hr difference in wait times.
Update: After Marc, the CEO of TekSavvy had a supervisor call me, things started to look better. However, TekSavvy once again showed their true colors, charging me for an installation fee that was waived, and failing to address the issue in a timely manner. I strongly recommend new customers avoid at all costs.
member for 109 days, 0 visits, last login: 89 days ago
updated 89 days ago
Comments:
 TSI Support1TSI SupportPremium
join:2009-09-28
Chatham, ON
kudos:1 | Your review. Hello BeninTO,
We apologize for any inconveniences and the poor experiences you had with TekSavvy, we can assure you that this is not our intentions. To touch on a few points and issues that you have raised above:
As for our rates, we regret the unfortunate timing. We don’t typically alter our rates unless we have new speeds available or if there is a new ruling out which in this case was the cause for the pricing change and package depending, the rates actually decreased for customers.
In regards to outages and service issues, we are always working on improving and we are in the process of rolling over to the aggregated service which we believe will lower congestion, lower the amount of issues, and increase resolution times in the event of an issue taking place.
Our wait times are a known issue and we have done all but taken this issue lightly, we have hired an abundance amount of staff which is approximately 60+ and plan to have a total of about 100 new employees in the TekSavvy family by the end of July to assist TekSavvy in all areas of the company starting with wait times, processing and in all other areas to put us 1 step closer to excellence.
We regret to hear that you are considering leaving TekSavvy and feel that once the service migrations are completed and the new staff on board the issues that you have mentioned will no longer be an issue and we can absolutely assure you that every customer, new, old, and anything in between are important to us and deserve proper assistance and service and we apologize if you feel we have fallen short of that.
We hope that your decision in the end is in favour as TekSavvy as it would be unfortunate to lose you as a member of the TekSavvy team and we hope that our improvements that are coming down the pipes will reinforce the fact that we are good in a different way.
Thanks,
Chris. | |
| | Reviews:
·TekSavvy DSL
3 edits | Re: Your review. Chris, I noticed you did not leave your contact information, nor did you offer to fix the problem or provide even a shred of actual customer support.
It seems as though you copied & pasted a generic list of nebulous and ambiguous promises, without offering to provide any tangible results, such as sending a TekSavvy technician for installation at the originally promised date. In fact, you did not even provide your contact information or offer to follow-up on the issue. Your response is what I have come to expect from TekSavvy : generic automated promises, but zero actual service. Feel free to prove me wrong; to make it even easier, my CID is 118666. | |
| | |  TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:23 | Re: Your review. Ok, the guys will get on that right away. Let's see what can be done. Hopefully it's not too late.
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Marc - CEO/TekSavvy | |
| | | | Reviews:
·TekSavvy DSL
4 edits | Re: Your review. Marc & Andre,
Thanks for the responses. Unfortunately, after a very nice phone call, my problems continue with TekSavvy. One week ago, I received a call from a TekSavvy supervisor. While I was intent on cancelling my service with TekSavvy, the supervisor enticed me to give TS a third chance by promising to waive the change in address fee, make an upgrade to my service that I didn't fully understand (but at no additional cost, I was happy to receive it), and - most importantly - to call right back after doing his best to get my originally promised installation date. I was skeptical but pleased at this time and accepted TekSavvy's offer.
Unfortunately, the supervisor never called me back, and by the time I tried to setup an appointment with a competitor for internet installation, they required more than 2 days notice. As such, I felt stuck with TekSavvy. To add insult to injury, I just received my invoice from TS and was erroneously charged the change in address fee that was promised to me to be waived. Lastly, while I am having difficulty with TS's website, it appears my service package was also not upgraded, as promised.
I then called TekSavvy to report the issue, but, as TS concedes, wait times are quite bad; I eventually gave up, as I had a prior engagement. I am hoping TS's promises which enticed me to give them another chance will be honored (minus the impossibility of calling me back and aiming to keep my original installation date). Besides being understaffed, it seems like at TekSavvy the left hand isn't talking to the right hand.
My CID is still 118666, and if TS reads this and chooses to address my situation, please do call me back and honor (or explicitly state that you will not honor) the promises made, which enticed me to enter into the agreement in the first place. | |
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| |  TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:16 | Hi Ben,
Sorry to hear about your experience. I believe Chris was simply trying to shed light on the issue for you.
I have asked a supervisor to give you a call so we can get to the bottom of things for you.
Thanks,
Andre | |
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| Review by olic - Location: Montreal
- Cost: $67 per month (month by month)
- Install: about 14 days
- Bell Canada
Good "Technical support. Transparency."
Bad "A bit expensive. Depending Bell."
Overall "Options raise the price ..."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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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.
member for 7.2 years, 3294 visits, last login: a few hours ago
updated 210 days ago
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
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TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.
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| Review by Pavel - Location: Mississauga,ON
- Cost Contract price not specified.
Good "not too expensive"
Bad "very bad speed"
Overall "avoid it"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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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 .
member for 339 days, 20 visits, last login: 103 days ago
lodged 238 days ago
Comments:
TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:16 | 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
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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:16 | 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
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog | |
| | | TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:16 | 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
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog | |
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| | 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
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TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.
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