TekSavvy Cable : All reviews | DSLReports.com, ISP Information

Re: Rogers to TSI

said by OrlyMcC:

That's my fault. I should have chosen teksavvy cable rather than teksavvy dsl. I blame the fact that I had to make the post on my phone since I couldn't access the internet on my computer.

No Problem , i was just confused why Rogers was involved with this . If you acquired TSI cable and already have Rogers internet all you would need to do is switch modems and wait to be activated ( provisioned )

permalink · 2012-10-15 15:56:31 · Print ·

OrlyMcC

join:2012-10-15
Nepean, ON

Reviews:

Furthermore...in disappointing customer service land

To add insult to injury... after I spent 40 minutes on hold waiting to talk to a customer service rep to cancel the account and probably another 15, at least, waiting to be transferred to tech support to discuss a refund for the days we didn't have Internet (because tech support looks after that? Really?), I connected with a tech support rep, gave all the account validation info again (name of account holder, phone number, address, method of payment) and was told he would have to out me on hold to talk to his supervisor. Supervisor denied the request for a refund so I asked to speak to the supervisor. Back on hold ... holding, holding... finally back to the tech support rep who told me his supervisor couldn't speak with me because I wasn't the account holder. So I had to put my husband in the line. Because apparently it's 1920. Pretty sure this has got to be a strategy to get people just to give up and hang up. Probably good for managing call volume, but not a great strategy for a customer satisfaction standpoint. Whatever. At the end of the call, still no compensation for lost service. Time to move on. Lesson learned. Friends who were thinking of moving to TS notified.

permalink · 2012-10-15 20:18:53 · Print ·

TSI Danielle
Premium
join:2012-05-31
kudos:9

Re: Furthermore...in disappointing customer service land

Hi,

I'm sorry for the experience that you've had. We can certainly have a look at everything and see if we can rectify the situation for you.

Could you please post your account information into »

TekSavvy Direct so that we can have a look and see what can be done to fix things.

Thank you,
Danielle
--
TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.

permalink · 2012-10-15 21:50:24 · Print ·

OrlyMcC join:2012-10-15 Nepean, ON	Re: Furthermore...in disappointing customer service land Done.
	permalink · 2012-10-15 22:38:00 · ·

Forums > comments on review of TekSavvy Cable

Review by samboi0

member for 231 days, 4 visits, last login: 132 days ago
updated 231 days ago

Nepean,ON
$55 per month
about 10 days
"Good speed when everything is working"
"Hell sets loose when things go wrong, takes forever to fix an issue"
"If you dont heavily rely on internet usage at home and dont mind outage for days, Teksavvy is for you :)"

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings below consensus)

I got my internet services through Teksavvy, supposed to be activated on 10th september. But then due to some activation issues and the fact that they sent me the wrong modem, they had to resend me the modem and then activation took couple of more days. So despite ordering my internet on the 4th Sep, it got finally activated on 14th september. I thought to myself that maybe the startup took some time but everything will be fine.

Then, two days ago on 1st October, my connection went down again, the upstream (US) LED which was green, had turned blue now. After trying several power cycles myself, I called up customer service. Firstly, it takes forever to get a hold on to a CSR, and afterwards, if they start being rude and blaming me that i am doing something wrong, thats just not right. I couldnt even raise a ticket for it on Oct 1st.

Then on Oct 2nd, early in the morning i called them again, this time the rep wasnt rude, but she took forever to determine that it is a routing issue by constantly asking me traceroute different webpage addresses. I kept patient with her and eventually she provided me with a ticket number.

Oct 3rd today, called up again, and they are telling me the issue wont be looked at until 24 hrs has passed??? Why is that? Is that some kind of mandotary waiting period, again with rudeness they asked me anything else and hung up.

Now, I am seriously considering to switching away from Teksavvy, I had joined this ISP based on the fact that many ppl were speaking of it, both negative n positive, but i still tried to take my chances. Didnt turn out so well, just had 2 weeks of internet service over the past month, and currently there is still no internet at my home (FYI we are heavy internet users at home and rely a lot on connectivity, so it is even more frustrating)

Question is should I just quit Teksavvy?

Comments:

TSI Danielle Premium join:2012-05-31 kudos:9	re: your review I'm sorry for the bad experience you've had. I'm concerned that you've gotten agents that you've stated were rude. Could you please PM me your account information and I'd like to have a look to see what we can do to resolve this for you. Thank you, Danielle
	permalink · 2012-10-03 12:52:12 · ·

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

Teksavvy

Sorry to hear of your issues.

Looks like the issue was resolved. Unfortunately, it doesn't seem like we did anything on our end. Testing done together in our Direct Forum showed no problems. It doesn't look like any troubleshooting was done on our end as there were never any tickets opened.

If you do have any other issues, please don't hesitate to contact us as we're always here to help.

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

permalink · 2012-10-03 12:55:41 · Print ·

samboi0 join:2012-10-03 Nepean, ON Reviews: ·TekSavvy Cable	Re: Teksavvy There was a ticket opened actually ref number: 2513686. And yes the issue did got resolved so I will be quiet for now , if anything else happens, I will be sure to update here. And if nothing else goes wrong, I will mention about that too. Cheers!
	permalink · 2012-10-03 14:28:06 · ·

samboi0 join:2012-10-03 Nepean, ON	Actually the issue is back, now that I connect it to my router I cannot connect to internet anymore, it seems like only if it is connected to my PC, it works, otherwise, it doesnt.
	permalink · 2012-10-03 18:07:13 · ·

TSI David TSI David Premium,VIP join:2007-06-25 Chatham, ON kudos:8	Re: Teksavvy Hi samboi0, I have replied to your direct thread with a workaround to get this fixed. Regards, David
	permalink · 2012-10-04 12:39:26 · ·

Forums > comments on review of TekSavvy Cable

Review by downtownr

member for 1.7 years, 152 visits, last login: 245 days ago
updated 246 days ago

Toronto,ON
$70 per month
about 3 days
"It's great when it works but that's not very often."
"Down for 11 days during first month. Noticeable congestion at night."
"If you need reliable service with consistent speeds stick with Rogers."

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings well below consensus)

My Other Reviews

·Rogers Hi-Speed

The initial transfer didn't work out because of poor coordination between TekSavvy and Rogers. As a result, I was down for 3 days. This was after I followed the suggested process as noted in these forums.

This was followed by being down for 11 days after receiving slightly more than 2 weeks of decent service. What I mean by decent is that there was noticeable congestion between 7 and 10pm but not to the point where it was unusable.

I was with Rogers for 11 years, downtime was measured in hours (often less than 1), not days!

Tech Support was brutal. I'm almost certain that most of them don't read the notes or don't know how to read the notes on the account as every time I called in we had to give them all my modem information again. Why is this???

The grass isn't always greener @ TekSavvy. Often times, it's yellow!

Update 9/28

Congestion has gone from noticeable to terrible. No YouTube, no XBOX, only text based web pages load decently...back to the late 90's everyone!

Update 10/15

Absolutely disgusting speeds from 7pm onwards. The internet is unusable for anything other than text based websites. The promised POI upgrade is always just around the corner but from what I gather this has been the case for months now. Just terrible.

Update 9/18/2012

I'm pretty sure they have oversold again. The speed at 6pm is 1.42 Mbps. Thank you TSI for the "excellent" service...

Attachments:

Comments:

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

Experience

I can understand how this must of been a frustration event. We seemed to have had issues getting all up & running for you. Even after we were able to connect you, your service still went down. I'm hoping the latest ticket opened with Rogers will fix you internet once & for all.

Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )

permalink · 2011-09-28 16:43:03 · Print ·

downtownr join:2011-08-26	Re: Experience Been back up since Sunday but now with noticeable congestion at night. I'm not asking for much. I just want the service to work at it's advertised speed.
	permalink · 2011-09-28 21:52:01 · ·

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

Re: Experience

I agree these are painful times... We've stopped selling Dupont & Upgrade has been requested. All I have for the info on the Upgrade, is that it's part of our 2nd batch of Upgrades. Which at this point I know doesn't say much but we have ordered it.

Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )

permalink · 2011-09-29 08:29:46 ·

Crowbar1 join:2009-06-23 Toronto , ON Reviews: ·TekSavvy DSL	Re: Cable Issues Rogers doesn't want you to have a pleasant experience with anybody other than them , they'll do anything to keep your business with them . If TSI orders upgrades to avoid these things do you think Rogers is gonna care ?
	permalink · 2012-09-19 15:05:54 · ·

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

No Stop Sell

Hello,

In regards to your 9/18/2012 update.

There isn't any reports of congested POI's. If you wouldn't mind posting in the »

TekSavvy Direct forum & we may be able to find out more of what's going on.

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

permalink · 2012-09-20 11:08:42 · Print ·

koreyb Replace the CRTC NOW join:2005-01-08 East York, ON Reviews: ·TekSavvy Cable ·voip.ms	D2 or D3 Modem Crazy Question... Do you have a D2 or D3 modem? If it's D2, I'm willing to bet that is part of your problem... In the GTA, anything over 10mb should be using a D3 modem, cause the Rogers Network just isn't able to handle single channel Cable inet anymore.
	permalink · 2012-09-20 19:27:51 · ·

Forums > comments on review of TekSavvy Cable

Review by OTIS3

member for 1.6 years, 101 visits, last login: a few hours ago
updated 296 days ago

Guelph,ON
$48 per month
(month by month)
about 30 days
"They try to create some competition with Rogers and Bell"
"It only works during Off-Peak hours. No evening Gaming or Netflix"
"With not being able to update your modems firmware, steer clear"

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings well below consensus)

TSI Martin does a great job posting in the forums. Too bad its mostly a front to look like good customers service.

If you have any real problems, they are un-willing to help you. Consistently hide behind its Rogers, or its Bell.

All business rely on their vendors, it up to THEM to WORK with them and get things resolved for their customers, not play mediator. Its like bring your car to the dealership and being told, "oh, well, we didn't make that transmission, we'll mediate that getting fixed with supplier for you". What really happens is the dealer takes ownership of the issue, and just fixes the damn problem.

For those that need peak time internet, stay away. Probably good for heavy download during off peak times.

UPDATED:
With the in-ability to update you modems firmware, they have shirked yet another responsibility as an ISP. It is the ISPs responsibility regardless of company policy. It is also clearly defined in the DOCSIS standard.

Expect to have to buy a new modem yearly from Teksavvy to be under warranty and "supported". After being forced into a new modem(or cancelling) because I had continuous disconnections I bought a new modem they offered at a discount. Little did I know it would take more than a week and constant back and forth with them for it to get provisioned.

Comments:

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

Unwilling to help?

I am sorry you believe that we are unwilling to help as this is untrue. I supposed that all the information I've discussed and gathered in a attempt to see if we can resolve your local issue isn't satisfactory. If you would like for me to open a single ticket for your issue please let me know & we will see what happens as a result of doing so.

Regards,
Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )

permalink · 2011-11-02 18:30:37 · Print ·

OTIS3 join:2011-09-29 1 edit	Re: Unwilling to help? I guess you've forgot that I have a ticket open with both you and Rogers. What's been accomplished in the last 34 days of troubleshooting? Nothing. Not even an acknowledgement that there is an issue. That's what I thought.
	permalink · 2011-11-02 22:10:48 · ·

mykeywld

join:2002-01-04
Toronto, ON

Teksavvy cable;works great until it doesn't.

I left Teksavvy today after many years of service. I started several years ago with DSL service that brought me a blazing 1.5 mps due to the distance frm the Bell Trunk. This fall I wanted more speed and was about to go with Rogers but saw that Teksavvy now had cable so I went with them. A Rogers contractor showed up,installed the cable ,saw I had service and left. Shortly there after I started what would become two months of intermittant service. Tech support tried lots of things including replacing my modem. It did not solve the problem so another tech was dispatched and ,luckily,he had a clue. He zeroed in on the poor signal to noise ratio and replaced the cable. Everything was fine until Oct 29/2011 at 3 am or so when service dissappeared. I took small consolation in knowing I was not alone;Teksavvy's tech support said there was a service outage in Toronto. This message remained until Mon the 31st. I was told it was a Rogers problem, I also found out Rogers has a separate network for resellers.On Wed I still had no service so I cancelled and went with Rogers. Because I have cable and phone with Rogers the difference between Teksavvy and Rogers is around 4 dollars. Teksavvy is cheaper but they are at the mercy of Rogers who provideds the network. Their Tech support is couteous but the skill level varies from person to person. They are not compensating me for service lost. Final verdict;you get what you pay for.

permalink · 2011-11-03 06:29:45 · Print ·

RayA

join:2010-10-26
canada

Reviews:

Re: Teksavvy cable;works great until it doesn't.

You know what the problem is for you and others who are in the same mindset, you want everything, you want it now and you expect everything to be absolutely perfect. You know what, life isn't perfect (neither is Rogers) and sometimes you need to live with that fact. I am absolutely certain that you would start complaining about Rogers pretty soon if you haven't already started doing so.

permalink · 2011-11-11 22:14:19 ·

mykeywld

join:2002-01-04
Toronto, ON

Re: Teksavvy cable;works great until it doesn't.

I have had no issues with Rogers network in my 21 years using them for TV cable. I am more than satisfied with their telephone service since going with them. I did so because Bell interrupted my service for days and did not credit me as promised. In the same vein after my three months of ineffective tech support at the beginning of my Teksavvy cable experience,I was promised two months free internet by Mr. Phil Rogers.I copy and paste"From the dates I’m seeing here, it looks like your service has been effected since Jan 20th, which works out to about 6 weeks. Although it shouldn’t be a problem whatsoever to tack on an extra couple of weeks as a Thank you for your understanding and patience with us in trying to get this resolved for you." In reviewing my bank statements between March and now,I realize I was not billed for March but billed 73.41 for April. My usual monthly bill is 41.75 including tax.
You are correct in assuming if things go bad with Rogers I will complain . It is my right and duty as a consumer to do so.

permalink · 2011-11-13 02:30:57 · Print ·

sas join:2011-01-28 Reviews: ·Bell Sympatico ·TekSavvy Cable ·Primus Telecommu..	Appreciate that you have included more facts than just opinion (unlike one of your commentator ). A review with rating will help us all. My internet just slowdown suddenly. I am not even on TS Thanks.
	permalink · 2011-11-12 17:00:35 · ·

koreyb Replace the CRTC NOW join:2005-01-08 East York, ON	I don't have issues but.... I never have any issues with TSI cable with netflix or any other service... so it's either a local node issue which a DOCIS 3 modem can help.. or the local POI is congested.. but it's not TSI as a whole.
	permalink · 2012-07-30 11:29:46 · ·

Forums > comments on review of TekSavvy Cable

Review by jo207

member for 5 years, 4 visits, last login: 287 days ago
updated 307 days ago

Scarborough,ON
$45 per month
"High bandwidth limit"
"Service"
"Customer service has dropped dramatically."

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings well below consensus)

My Other Reviews

The biggest disappoint of all has been their customer service. I had made a call to switch from their DSL service to their Cable service. They had forgotten to cancel the DSL service however and I did not notice that they been charging me both services for almost a year due to automatic payments. I had requested for a refund on the DSL service and dealt with 3 managers and all have failed to prove that any of this was my fault. Yet, they refuse to grant the refund.

I have been a customer of Teksavvy since they were a very young company. I was initially pleased by their prices, customer service reps, and connection reliability but more recently, I have been very disappointed with Teksavvy on all aspects.

They could have kept my business for years to come had they granted the refund (though miniscule to a growing company like Teksavvy) but I guess they are willing to lose more money in the long run. I have since cancelled all services with Teksavvy. I am just glad there are still competitors out there that seem more promising than Teksavvy.

Comments:

Tx bronx cheers from cheap seats Premium join:2008-11-19 kudos:3	question I have to address the elephant in the room... How did you go a year without noticing a charge of $30-50 a month? I'm not excusing their mistake if it was or wasn't for not cancelling DSL for you but i'm seriously curious
	permalink · 2012-07-18 23:32:24 · ·

jo207 join:2008-05-23 Scarborough, ON Reviews: ·TekSavvy DSL ·TekSavvy Cable	Re: question Automatic payments, don't really check invoices that come in via emails as it had been very consistent over the years previous to the service change-over. I agree, I should have checked sooner. But trusting Teksavvy at the time to make the cancellation was very easy to do because of the experience I had with them early on.
	permalink · 2012-07-18 23:40:08 · ·

Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
kudos:3

Reviews:

·FreePhoneLine

·Rogers Hi-Speed

Re: question

said by jo207:

Automatic payments, don't really check invoices that come in via emails as it had been very consistent over the years previous to the service change-over.

I agree, I should have checked sooner. But trusting Teksavvy at the time to make the cancellation was very easy to do because of the experience I had with them early on.

automatic on credit card or bank? Either way i monitor my credit card and bank like a hawk, so i guess that's why i mainly ask. Every cent that leaves has a job so it's not like $10 was taken and easily missed.

What solution did they offer or none?

permalink · 2012-07-18 23:42:30 · Print ·

jo207

join:2008-05-23
Scarborough, ON

Reviews:

2 edits

Re: question

Automatic on credit card, very easily missed transaction among other purchases on the card (i.e groceries, gas, etc.)

Not much help in terms of solutions, they said they would review the recording when the change-over request had been made but could not "find it" and therefore will not grant the refund. If they can't prove that it was my mistake, and clearly my whole purpose of doing the change-over was to cancel DSL for cable, then why should I pay for their mistake?

I don't typically go online to write reviews on anything, but I just had to write this review on Teksavvy because of this experience. You can tell I have been a member for years here and have just logged in now just to write this review.

permalink · 2012-07-18 23:54:04 · Print ·

spock join:2012-07-08 Reviews: ·TekSavvy DSL	Re: question No offense but if I was you I would read every credit card statement you get every month and check it for odd transactions. Last Christmas I had 10 small random charges on my card. They were so random and only in the 40-50$ range I never noticed them. One of the transactions caught my eye and thats when I noticed the rest. Apparently my card was copied and being used around town.
	permalink · 2012-07-19 00:50:01 · ·

TSI Keith
Premium
join:2012-07-09
kudos:2

Service overlap

Hello there,

First off allow me to say that we do have some customers who have both DSL and Cable service active with us. Some do this because they work from home and want a backup connection in case there are any outages. Others surely have their own reasons. We do not make assumptions on behalf of our customer and typically the customer should give us a call once the new service is working properly if they wish to cancel their current service.

With that being said though, this obviously should have been explained to you when the order for cable service was made. Now, if you have already spoken to management multiple times I can make no guarantees here, but if you can message me your account info, or post it here: »

TekSavvy Direct I'd like to look into this for you one more time.

Thank you,
TSI-Keith

permalink · 2012-07-20 10:14:54 · Print ·

jo207

join:2008-05-23
Scarborough, ON

Reviews:

Re: Service overlap

I understand that some customers have both DSL and cable as it was their request. There was no need to make assumptions for me as my request was simple really, cancel DSL and install cable. I did not call just to make a request for cable and expect to cancel DSL on a separate call. I was fine with a minor service interruption during the change-over. Regardless, I do not recall being advised to call back for the cancellation. Also, I was under the impression that Teksavvy was capable of coordinating a cancellation and installation simultaneously as both connections were Teksavvy services.

As well-meaning the managers and staff have been, they have not been able to help. However, I do appreciate you looking into this matter.

permalink · 2012-07-20 12:28:57 · Print ·

Forums > comments on review of TekSavvy Cable

Review by schnauz

member for 5.4 years, 109 visits, last login: 44 days ago
updated 1.1 years ago

Nepean,ON
$46 per month
"Great when it works as advertised"
"I haven't had a reliable connection for 3 months and support is unable to do anything about it."
"Great price, terrible service. Techs are well-meaning but completely ineffective."

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings below consensus)

I've been a TSI cable user in the year or so that it's been available on the Fallowfield POI in Ottawa, and a TSI DSL user for several years before that. I've always stuck with TSI because of their advocacy, their fair prices, and up until recently, their excellent support and transparency. I signed up for cable in May 2011, and had an excellent connection from the start. However, in late January, 2012, my 1/28 connection started acting up considerably. One weekend, my modem would not connect and seemed to be stuck in an infinite reboot loop, I called in, and after two calls and several hours on the phone, a Rogers tech was dispatched for the following Monday. During this time, I'd occasionally get connectivity, but only for minutes at a time. Mysteriously, an hour before the Rogers tech was due to arrive, my connection came back and stayed on. I really shouldn't have cancelled the dispatch in hindsight, but at the time, it was the first time I'd had any connection issues and thought it was just a local node issue. The TSI phone techs were polite and well-intentioned, but had little ability to do much other than dispatch a Rogers tech, which on the second call was quickly done.

February I was away most of the month, so I can't comment on connectivity at that time, but when I got back from vacation, my connection was suffering random disconnections and slow speeds. This continued through March up until the 25th, where my speeds slowed to the point of near dialup and pretty much intolerable. After waiting a day to see if it was just Sunday high usage, I started a thread in the Direct support forum. Since then, I have had to perform speedtests, ping tests, traceroutes, and answer a large variety of questions taking up quite a bit of my time, with the aim of getting a Rogers tech dispatched to check my line and modem. Through the week, I have provided up to date test results which are all pretty much uniformly bad, and twice Rogers seems to have dismissed the request. TSIJoel seems to have spent the most time and effort on the ticket and indicated that I should have been able to get somewhere with this, but as the thread has gone on, two other techs have dealt with the ticket. The last tech basically asked the exact same questions as Joel did on the first post, as if he hadn't looked at anything in the thread. I don't see the point in filling out the questionnaire yet again to provide information I already provided at the start of the thread. Nothing has changed for the better on my end, speeds are still just as slow, pages are slow loading or just timeout, VOIP barely works (why I'm using the direct forum rather than calling in). At this point, I'm extremely frustrated with TSI support and their reluctance to push Rogers to send a tech, as it's obvious (at least to me) that there's a line problem or my modem is toast. Either way, a tech would be able to diagnose that if they would just send someone. I've done my part in this (and far more than any customer should have to), TSI should just stop wasting my time as well as theirs, push for a dispatch and get my connection sorted out. It worked great up until the last couple of months, I haven't changed anything on my end, but now the connection is garbage and TSI Support has been unable to do anything about it.

I've been a loyal customer for 5 years of this company, and since their expansion into cable, I've watched the quality of their service and support plummet. I understand that they're at the mercy of the incumbents, but at the end of the day, I'm still paying TSI for a service that I'm not receiving. I'm looking at going back to DSL, at least third-party companies have some ability to troubleshoot DSL connectivity issues, but I'm not excited about having to pay more for slower speeds. 1/28 cable costs me $46/month, where 1/16 Dry DSL will be in the neighbourhood of $56/month due to the dry loop cost. If it's consistent though, I'll be able to live with it. Unlike this broken cable connection that TSI seems unwilling to do anything about...

Right now, I don't recommend Teksavvy Cable to anyone, it's not worth the money for an unstable, congested, and unserviceable product.

Update as of Apr. 8, 2012:

I was finally able to find someone that I could test my modem at their place, gave it a whirl there with the same results as before, and then was able to convince TSI to send me a new modem. Received a new DCM475, went through the de-provisioning/re-provisioning process which went fine, plugged in the new modem and speeds are back to normal. We'll see how it works out in the long run, but at least I'm getting advertised speeds and reliable connectivity again. I won't be changing the scores on my review though until I see that connectivity stays that way.

My bottom line is still pretty much the same though. Aside from a couple of techs who actually seemed concerned with my situation, all the troubleshooting was done by myself on this end and TSI support was of little value when it came to actually finding the fault in the connection. For cable, TSI is basically just an answering service for Rogers, and have very little ability to deal with any technical problems. My question is what happens when a) a user doesn't know how to run a tracert or other diagnostics? or b) a user is unable to test the modem elsewhere? My wife's comment about all this was if it were up to her, she would have just gotten frustrated and cancelled after a week of poor service. My recommendation for anyone considering TekSavvy cable is to make sure you understand that if there are problems, you will mostly be on your own. And before anyone says, "Well blame Rogers for that", I am well aware of TSI's relationship with Rogers, but all the same, it's TSI taking people's money for providing a service, and it's up to TSI to deal with problems as they arise.

Comments:

schnauz join:2007-12-10 Nepean, ON Reviews: ·TekSavvy Cable	Speedtest Speedtest around 1PM on a Monday: This is a 1/28 connection and I still can't get a tech dispatched to check this out?
	permalink · 2012-04-02 13:11:47 · ·

JCohen Premium join:2010-10-19 Nepean, ON kudos:3 Reviews: ·Start Communicat.. ·TekSavvy Cable ·Bell Fibe ·Rogers Hi-Speed	Re: Speedtest I'm in Craig Henry and on the Fallowfield POI using an SB5100 Docsis 2 modem and my speeds are fine. I have the same 28/1Mbps plan.
	permalink · 2012-04-02 13:22:59 · ·

schnauz join:2007-12-10 Nepean, ON	Re: Speedtest So far, TSI support seems to think that it's an RF interference issue on my line, and I'm inclined to agree. Rogers however doesn't seem to want to do anything about it so far. My speeds were pretty much the same as yours up until a week ago.
	permalink · 2012-04-02 14:09:25 · ·

JCohen Premium join:2010-10-19 Nepean, ON kudos:3	Re: Speedtest Can you post the signal from your modem? Are their any splitters in between the coax coming in and your modem? Have you tried plugging the modem directly into the coax cable coming into your house?
	permalink · 2012-04-02 14:32:41 · ·

TSI Paul
Escalations, Error and Recovery
Premium
join:2009-09-28
Chatham, ON
kudos:4

said by schnauz:

So far, TSI support seems to think that it's an RF interference issue on my line, and I'm inclined to agree. Rogers however doesn't seem to want to do anything about it so far. My speeds were pretty much the same as yours up until a week ago.

We are just waiting for your availability in the Direct forum to get a tech out from Rogers to look at the line.

The reason why the information was asked twice in the direct forum was to make sure that when the ticket is submitted for a dispatch to Rogers the most recent and up to date information is sent along as well. We don't want sent them incorrect information which can delay the dispatch and get a resolution to the problem.

Thanks,
Paul

permalink · 2012-04-02 16:47:28 · Print ·

nordtwilight

join:2007-11-04
Toronto, ON

I am reading your post and shaking my head. I am having the same problems from the other end, on dry-loop DSL.

A month ago I requested an upgrade to 16mbps from 6. Bell came in, but set my profile too high, so I would be burnt off the connection by having a line rate my phone line could not take.

Bell sent another guy a week later, but suddenly now I had a different problem - now I was suffering from multiple logins on the same line: Same result, I get knocked off connectivity.

I also use MLPPP. I have been told multiple times that this is not playing a role.

THe multiple login was admitted to me on Friday after an epic call of some 90 mins - as TS' fault, not Bell's.

After multiple, multi-hour phone calls all demanding the same actions (unplug modem, reset it, try a different modem, try a different cable/phone line, try a different login name and password, etc etc etc) I *still* suffer daily brownouts and general interrupted connections.

Finally at the weekend I broke down and asked to be switched to cable. I also asked for some of my install charges to be paid by TekSavvy, as I am not getting reliable service now, which was rejected by TS personnel. This despite the fact that I would have not requested it in the first place were it not for this unacceptably poor connection.

I am reconsidering things. I would like to know why multiple logins continue to occur. I really would like to be reimbursed for the lack of connectivity and the considerable inconvenience. I used to be very satisfied with TS service, but things have definitely declined in the last 2-3 years.

I'm going to raise this with TS again this week. As much as I hate both Bell and Rogers from direct experience, I need to explore other options.

Thanks for listening.
Massimo Savino

permalink · 2012-04-02 20:17:31 · Print ·

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

Answers for A & B.

quote:
My question is what happens when a) a user doesn't know how to run a tracert or other diagnostics? or b) a user is unable to test the modem elsewhere?

A) We would guide the customer on how to launch the command prompt & what would be needed to be typed in.

B) It does happen that a customer is unaware of anyone that may be able to help them. ie. Someone just recently moved to the country. The reason we ask to test the modem is so that the modem doesn't get blamed as the issue. If the modem is the problem & it hasn't been tested, then when a Rogers tech that shows up & proves the modem was the issue the customer could end up with a 99$ charge. Not only would the charge also be there but a new modem would be required. Now if the modem was provided by TekSavvy, we can do an exchange, but if the modem wasn't provided by TekSavvy, not only would the 99$ charge apply but a new modem would need to be purchased by the customer. The reasoning behind testing the modem is to protect the customer, not to cause additional problems or fees.

Hope this will clear those things up for you.

Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )

permalink · 2012-04-09 16:08:40 · Print ·

schnauz

join:2007-12-10
Nepean, ON

Reviews:

Re: Answers for A & B.

Thanks for the response Martin. However, my end judgment of this experience is that you guys really need to negotiate a much better support system with Rogers. Having the user spend hours of their time collecting data on TSI's behalf, the 48 hour turnaround every time something is submitted to Rogers, TSI having to try to justify a ticket with Rogers, TSI techs having little or no insight into Rogers' network status, it's a ridiculous way to do business. One thing that really struck me (and I don't know if it's just your techs, or if Rogers techs don't care either) is how no one paid any attention to the huge discrepancy in the count of correctable and uncorrectable codewords in the modem stats. That that count changed immensely from the norm should have said right away that there was a line issue or the modem failing, yet without me pushing to have the modem replaced and finding somewhere finally to test it, nothing would have been done. Rogers declined to take the ticket twice, and I'd still be living with a garbage connection. I don't really care about a $99 diagnostic fee (and I'd gladly pay it if it sped up the process), the point is that TSI couldn't even get Rogers to take my ticket in the first place (even with all the tracert data, ping tests, speed tests, and modem logs indicating a connection problem), at least that's my understanding of how this went. And the end result would still have been me paying for a 1/28 connection running at near dialup speeds and TSI still gladly collecting $46 a month for it.

Bottom line is that I'm very soured on TSI by this experience, and I've been a customer for 5 years and recommended TSI to other people in the past. If you can't adequately support a service you provide, you either shouldn't be offering it, or you should be charging a whole lot less money for it. I feel that TSI support was unable/unwilling (either way, makes no difference to me in the end) to go to bat for me as a paying customer with Rogers, and that speaks volumes about the quality of how your company is run these days. If I have to go through this nonsense again to get something fixed, I'll be saying goodbye to cable and to TSI.

permalink · 2012-04-11 12:32:15 · Print ·

Forums > comments on review of TekSavvy Cable

Review by behrouzef

member for 1.1 years, 4 visits, last login: 1.1 years ago
updated 1.1 years ago

North York,ON
$45 per month
about 10 days
"Extremely Angry"
"If service does not change i will go back to rogers along with all the people i helped switch over."

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings below consensus)

I am very angry and unsatisfied with the service and quality of teksavvy for the whole time i have been a customer, when i had rogers i was getting 12 - 15 Mbps allways never any lower even at peak times, now that i have teksavvy, im paying for 15 Mbps which now they changed it to advertise as 18Mbps on their site and what do i get? on average i get .5 Mbps to 4 Mbps which is lower than their basic cable 24.95 service most of the time, and thats just the beginning,, i have been doing multiple tests on a daily basis and my ping and quality tests all ways every single time are either an E or F grade which is very concerning, significant packet loss and line delays.. and the speed im getting is not worth 40 plus tax at all, i am getting scammed to the max.

when it comes to getting their money they are very strict and to the point but when it comes to people getting ripped off they dont care, their customer service reps are rude and do not show any sign of caring for the customers or the company, i dont know if they are slaves that dont get paid or if they just hate their jobs but they are not representatives of the company in any way, its like talking to some random person about your issues.

If i dont start getting what im paying for i will demand a refund for the duration of my service that i have been paying 40 plus tax for 15 - 18 Mbps and instead getting .5 - 4 Mbps..

i will give it another month and see if this continues, if nothing improves i will look up exactly when i should cancel so that they cant charge me for another month and i will just sign a contract with rogers or bell. AT LEAST THERE I LOSE 5 DOLLARS HERE AND 2 DOLLARS THERE, BUT EVER SINCE I HAVE SWITCHED TO TEKSAVVY I AM LOSING 30 DOLLARS EVERY MONTH BECAUSE THIS SERVICE WOULD BE UNACCEPTABLE EVEN UNDER THEIR BASIC CABLE SERVICE FOR 24.95

[URL=http://www.speedtest.net][IMG]»www.speedtest.net/result/1862243···G][/URL]

Comments:

behrouzef join:2012-03-28 North York, ON	update at 12:34 am !!!!!!!!!!!!! this is every day and night not just peak hours
	permalink · 2012-03-29 00:34:51 · ·

behrouzef

join:2012-03-28
North York, ON

Reviews:

Re: update

C:\Users\Dell>tracert google.ca

Tracing route to google.ca [74.125.226.87]
over a maximum of 30 hops:

1 422 ms 458 ms 594 ms 192.168.1.1
2 491 ms 282 ms 331 ms 10.126.1.129
3 749 ms 728 ms 1043 ms 69.63.243.237
4 919 ms 843 ms 714 ms yorkmills1.cable.teksavvy.com [69.165.168.14]
5 1114 ms 949 ms 1101 ms yorkmills2.cable.teksavvy.com [24.52.255.9]
6 797 ms 923 ms 509 ms 72.14.212.134
7 871 ms 723 ms 735 ms 216.239.47.114
8 689 ms * 226 ms 64.233.175.98
9 753 ms 474 ms 494 ms yyz06s07-in-f23.1e100.net [74.125.226.87]

Trace complete.

C:\Users\Dell>tracert tsi.teksavvy.com

Tracing route to tsi.teksavvy.com [206.248.147.105]
over a maximum of 30 hops:

1 615 ms 882 ms 423 ms 192.168.1.1
2 227 ms 92 ms 282 ms 10.126.1.129
3 789 ms * 110 ms 69.63.243.237
4 615 ms 631 ms 628 ms yorkmills1.cable.teksavvy.com [69.165.168.14]
5 1306 ms 739 ms 382 ms yorkmills1.cable.teksavvy.com [69.165.168.13]
6 265 ms 475 ms 408 ms 2120.ae0.agg01.tor.packetflow.ca [69.196.136.77]

7 738 ms 514 ms 578 ms 206.248.154.117
8 374 ms 492 ms 837 ms willy.teksavvy.com [206.248.147.105]

Trace complete.

permalink · 2012-04-09 17:09:00 · Print ·

behrouzef join:2012-03-28 North York, ON
	permalink · 2012-04-09 17:10:44 · ·

TSI Martin Premium join:2006-02-23 Chatham, ON kudos:23	Help Hello, If you could please post in the »TekSavvy Direct forum or send me a PM TSI Martin There looks to be something wrong. Please allow us to look at what is wrong. Regards, Martin -- TSI Martin (Escalations) - TekSavvy Solutions Inc. Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
	permalink · 2012-03-29 13:45:48 · Print · ·

behrouzef join:2012-03-28 North York, ON	Re: Help Ok i Sent you my name and number, do i still need to repost in the direct forum?
	permalink · 2012-03-31 00:47:36 · ·

Forums > comments on review of TekSavvy Cable

Review by rjej123

member for 1.2 years, 0 visits, last login: 1.2 years ago
updated 1.2 years ago

Mississauga,ON
$46 per month
"Price"
"The reliability of the service"

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings below consensus)

I've been with Teksavvy since April 2009 and used to be a very happy customer.

As many others, I started having big problems with my Internet speed a few months ago. Every evening 1-2 Mbps instead of 24 Mbps. I've been patient for a long time, but I finally decided to start "solving" the problem. Countless phone calls to the Support, the same investigation steps every time, new and shiny ticket with Rogers every day. I finally asked if I could get the discount for my service being so slow for a long time ? The answer was NO.

Finally, I decided to cancel my service. The lady from the cancellation department was very nice and asked me if I would like to switch to DSL instead. I said fine, but I need to try it for a few days or week because I used to have problems with the DSL. The answer was NO. You cannot try. You need to buy the new service. Ok, but can I at least have the installation fee waived for being your customer for a long time, referring so many people to you and now switching ONLY because YOU have problems with delivering me the service as promised ? Guess what the answer was: NO !

She managed to convince me to try "the best" technician they had to fix my issue after promising me that I could cancel my service at any time and I would stop paying immediately if that didn't work. I agreed, but of course again the technician-magician didn't fix the problem. Because of that delay, caused by the cancellation department, my next billing cycle has started and when I asked for the immediate cancellation and refund of my money for the unused period, the answer was... NO ! I can cancel my service at any time, but they don't refund my money, even if I don't have the service anymore. I'm stuck until the end of March.

Come on, guys ! Even Rogers refunds the money for the days you didn't use.

I can believe some Teksavvy problems are related to Rogers network problems, but what I've recently experienced proved Teksavvy has a huge problem with the customer service. How can you answer NO to every single question ? It seems the customer doesn't have any value to the company at all.. I tried to support Teksavvy for a long time. Not anymore.

Comments:

ninithepug join:2012-02-14 Reviews: ·TekSavvy Cable ·TekSavvy DSL	congrat, bud! finally someone has EXACT same experience with me, I canceled two days late into the month, got charge for entire month, for 1.5 m on my 24m line, no refund, no credit, no waive any fee. exactly!! I just feel teksavvy dunt care their customer, at all, even Rogers is better than them.
	permalink · 2012-03-10 02:34:32 · ·

Forums > comments on review of TekSavvy Cable

Review by ninithepug

member for 1.2 years, 28 visits, last login: 1.1 years ago
updated 1.2 years ago

Mississauga,ON
$53 per month
(month by month)
about 10 days
"Relative cheap if you do download a lot"
"Terrible Terrible Terrible customer service"
"IF everything went well, you are lucky, if you need help, there simply isn't any, you are on your own"

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings well below consensus)

My Other Reviews

To anyone want to signup with teksavvy, mind you, if the service is working, you are good, if not, you on your own, do not expect any help, and.. watch your billing cycle

I signed up with 24m cable service, early last month (Feb 11) speed turns to 100k when I download, start calling them, do all kinds of test, creating tickets every day until (Feb 22) I finally giveup since support guy tells me rogers tell them my modem should have signal. for god sake, I've been calling them for 10 times and they still didn't figure out it is slow speed I am suffering not the signal.

So later I ask around, eventually someone here tell me my area is 'stop sell, the fix will start in April'. I just don't trust teksavvy again. but I made a mistake I didn't call right away to cancel.

Called in today, was told my billing date is Feb 28, the march payment was already charged. So I ask, it is not fair to charge me for March since I am getting not even 10% of the speed what I suppose to get from Feb. the support guy told me he cant do anything, start transfer me back and forth between customer service and tech, an hour later (I swear this is how long it takes ) a customer service supervisor talked to me said since this is a prepaid service and I am getting signal all the time, they can't refund anything for both Feb and March. Ok, I understand you may not refund me a penny for Feb, but for March this is just the 2nd day and i just dont understand why cant teksavvy immediately cancel me and refund the rest.

It's not cheap to start with teksavvy, spend $100 to get the modem, another 60 for activation, bumped up the price last month, having paid all this, Teksavvy have no support, does not care their customer at all.

I am so sad at teksavvy...I do not recommend teksavvy service at all, it is a gamble, if it works, you are good, otherwise, do not count on the help...since there is just not any. Oh, watch your billing cycle, since it is a 'prepaid service'.

Attachments:

Comments:

KevinAndrets @teksavvy.com	Just par for the course Teksavvy has fallen a long way... I have just cancelled my service with them and will be moving soon. Sorry bit $70 a month for no better than 5Mbps is a disgrace. What a disorganized and scamming company.
	permalink · 2012-03-03 23:50:03 · ·

ninithepug join:2012-02-14	Re: Just par for the course Exactly, just checked my last month bill, $59 something! this is not cheap, at all, consider the service received and their customer care quality
	permalink · 2012-03-06 12:31:52 · ·

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

Better Experience.

I'm very sorry to have to hear your experience wasn't good. I'm not certain of what occurred in your situation, so I extend a hand in an attempt to understand what happened. Please fee free to contact me via pm TSI Martin

so we can discuss this further.

Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )

permalink · 2012-03-05 10:56:58 · Print ·

ninithepug join:2012-02-14	Re: Better Experience. IM sent
	permalink · 2012-03-05 21:08:11 · ·

ninithepug join:2012-02-14	Re: Better Experience. Teksavvy just replied, basically they cannot do anything about this. Anyway, I already canceled them, I rather pay more to get a quality service...
	permalink · 2012-03-06 12:31:01 · ·

Tks user

@teksavvy.com

Teksavvy bad service

I agree 100% with the comment above. Tecksavvy is good when their up but when their not you cannot rely on their technical support, they simply cant do anything about your problem.

Rogers, who sells the servers to Tecksavvy, simply gives the customer the "illusion" that the service is better with its higher bandwith but as soon as you switch over they cut the servers. Doesnt matter who you're with, Rogers or Tecksavvy, because their both going to screw you over in the long run !

Cheers.

permalink · 2012-03-07 01:11:03 ·

ninithepug join:2012-02-14	Re: Teksavvy bad service agree. that's why I am trying bell for now..
	permalink · 2012-03-07 16:30:29 · ·

Forums > comments on review of TekSavvy Cable

next page (previous review)

Review by tonytoronto

member for 5.5 years, 423 visits, last login: 105 days ago
updated 1.2 years ago

Toronto,ON
$47 per month
"Ah, yeah before they were great"
"Greed, horrible hold times, cs sucks."
"No longer recommended, stay away."

Pre Sales information:

Install Co-ordination:

Connection Reliability:

Tech Support:

Services:

Value for money:

(ratings well below consensus)

Well, they were the best in the business, they have turned into one of the worst.overselling seems to be the new way doing business, it's got to the point wind data service faster and more reliable. Not sure what happened to them, but seems greed as taken over. customer service hold times brutal, the more they oversell the more people will call. The thoushounds of people say they wired will never be enough when service has gone to shit the way it has. 15mb payed service to get 1-2 mb at best, at times can't even load simple websites. From one that religiously recommended them, now asking you stay away. Until they change the way they do business, look somewhere else. Blaming Rogers no longer works, it's your network, you the one sending me invoices, not Rogers. It's not the local node that's congested, my neighbor has no problems hitting 50mb when I can even surf the web.

Comments:

Tx bronx cheers from cheap seats Premium join:2008-11-19 kudos:3 1 edit	damn Edit: I was in a bad mood and wrote on my own feelings lol. 8 of my servers went down and then trying to write is a bad idea. So i removed my post
	permalink · 2011-09-25 03:42:43 · ·

Subashan join:2011-09-19 Toronto, ON	Not Recommended! TekSavvy is not what it used to be. For anyone who is reading this, please stay way if you want to watch even 360p videos on youtube without buffering for like 1 min!!!!!
	permalink · 2011-09-25 14:50:09 · ·

priyen join:2009-12-23 North York, ON	Re: Not Recommended! i struggle to watch youtube videos at night too also on Acanac cable..[at night] [sept 25th 2011 7 35pm] what options are there left?
	permalink · 2011-09-25 19:35:10 · ·

ahm2307

join:2011-08-16

Reviews:

Re: Not Recommended!

Honestly? None! We just have to live it. We live in one of the richest and most prosperous countries on earth, and Teksavvy/Acanac are the best we will ever pull off.

And really, why keep switching? It costs you money every time and it requires you to take a few hours off-work just so some guy can tinker around in a box in your apartment building then leaving 10 minutes later...and it's ALL garbage.

^ This is not a product of anger by the way, this is a realization I had way after I accepted that Teksavvy is as bad as the rest of them.

permalink · 2011-09-25 20:59:31 · Print ·

tonytoronto

join:2007-10-31
Toronto, ON

Reviews:

Re: Not Recommended!

But that's the thing, they weren't! You could call and talk to someone in less than 3 phone rings that was able to help you, now you waiting hours on end for someone to read you a script. Not sure why they decided to go this way, but it's not helping them one bit. They will keep blaming Bell and Rogers, but at some point they will have to admit this they own doing, they know full well how long it takes for upgrades to happen, they should plan accordingly. Its more based on greed now, lets signup as many as we can, knowing full well they can't serve them. Humm, that's out of a page Bell's book.

permalink · 2011-09-26 12:00:55 · Print ·

Chuck sTruck @teksavvy.com	I still blame Rogers Until Rogers lets the moths out of the wallet and actually spends money i will always blame Rogers. One has only to look at cable internet in the rest of the world and nearly keel over at how bad Rogers runs things in this country.
	permalink · 2012-03-02 01:25:50 · ·

25139889

join:2011-10-25
Toledo, OH

Re: I still blame Rogers

How can you blame Rogers when its TK's network that the customer is connecting to? TK provides and pays for the bandwidth those customers use on the cable network. They have NOTHING To do with Rogers except for the last mile and the switching equipment to make it possible for the POI.

TK issues a stop-sell for cable - yet they still keep signing people up. And there is SOLID proof of that here on BBR. TK is only about the $$ and nothing else anymoe. There was a time that i could say it would be interesting to see them do business in the US but not any more.

permalink · 2012-03-02 20:28:14 · Print ·