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Review by kshalm 
member for 2.1 years, 0 visits, last login: 2.1 years ago
lodged 2.1 years ago
 Waterloo,ON
 $55 per month- (month by month)
 about 28 days "If the installation works it it a good service" "The installation has been a nightmare and will leave me without service for two weeks" "Better than Bell, but the customer service has nose dived from previous years."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I have been with Teksavvy for a couple of years and have had no major complaints. The service is not nearly as fast as the best that Bell/Rogers can offer, but we obtained consistently speeds between 2.5-4.5 Mbs. They have also been much easier to deal with compared to Bell (though this is about the lowest standard one can hope to beat).
With the recent CRTC decision debacle, we decided to give a small local ISP, EyeSurf, a shot. Unfortunately they were not able to deliver fast service to our area. After a few weeks of testing their service, we talked with eyesurf and decided to switch back to Teksavvy.
We put the order in to reactivate our Teksavvy account around the 10th of this month. The tech bungled our order, and instead of porting our number requested that a new line be installed. After repeated calls (and extremely long wait times on hold) we finally got the porting issue sorted out. In the meantime our installation date kept getting pushed back. This past Tuesday a Bell tech showed up at our house to install a new line. I tried to call Teksavvy to find out what was going on, but could not get through to support (waited for nearly an hour in the queue.) The Bell tech verified the order on his end and then installed the line with a new number. This killed our current DSL service altogether.
When I finally got through to TekSavvy support, they escalated the call and assured me someone would get back to me ASAP. Two days later and still no call back. When I finally got a hold of TekSavvy, they informed me that the phone line order was a mistake, the date for the number porting was actually the 29th (which we were never informed of), and that our internet would not be active until 5 business days later.
The net result: we are without internet access for two weeks and our phone number no longer works. Teksavvy's response: "Sorry, nothing we can do". This is not an acceptable way to treat a customer, especially one who has referred numerous people to the service over the years. No offers to reconnect our old phone line that was mistakenly disconnected. No temporary internet access. Nothing. Just a hosed phone line and DSL service.
The most frustrating thing has been the lack of communication from Teksavvy through the process. Every time we have talked to Teksavvy we have asked for the date that the dsl service will be activated, but no one gave us a straight answer. We were promised follow up emails and phone calls, but these never materialized. One of the things that used to set Teksavvy apart was their excellent customer service. I am afraid that Teksavvy's growth (good for them) has seriously hurt their ability to deliver a quality customer service experience.
This whole process has made me seriously consider subscribing to an alternative service like Rogers--something I never thought I would do.
Comments:
  DJRifulTeksavvy.comPremium
join:2005-06-12
canada
 ·TekSavvy DSL
| Wrong section? you made a review under Cable... look at the headline.
I thought you were talking about Cable and I got confused why your phone would cut your internet altogether...
You're in ADSL...
--
Teksavvy.com + 300GB Bandwidth awesomeness! | |
|  TSI MikeTSI MikePremium
join:2007-10-09
Chatham, ON | Review Can you post your info over in the Direct forum so I can see what's going on?
» TekSavvy Direct | |
| | | poor customer service It looks like I am going to have to back to Rogers also, I had to cancel my Teksavvy service last night due their unbearable customer service. After approx. a month of horrible service and hrs. on the phone with tech support, i had enough. Last night was the breaking point, 2 40+ min. hold sessions to find out the problem was "misdiagnosed" and we would have to go back to work on trying to find out what was wrong. Too much work for me at 9:00 p.m. and too much bs, too bad I wanted to support one of the good guys but maybe they aren't anymore. | |
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Review by afreak
member for 4.1 years, 95 visits, last login: 122 days ago
updated 2.2 years ago
- New Westminster,BC
- $35 per month
- "Cheap"
- "Cannot effectively coordinate with Shaw to provide service"
- "Don't bother if you want it to work"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
An excerpt from a blog post:
- Upon signing up, the representative I spoke with interpreted the letter “X” as “ex-ray” instead of “x-ray” for whatever reason and failed to correct it even after I had confirmed it with him. The use of “x-ray” is acceptable according to the NATO phonetic alphabet.
- TSI failed to have a method to confirm with Shaw that this was a valid modem. It’s likely that TSI will never tell them that they’re snatching away a customer. They also failed to inform Shaw that service was valid at my address, which is why my service was disconnected physically on the day that I opted to sever service completely.
- When TSI makes or discovers a mistake, the only method for them to communicate with Shaw about the problem is via e-mail and it appears that it is only answerable on business days. I had confirmed with staff at TSI that they do not have a phone contact at Shaw (or even Rogers for that matter) if a problem arises and needs to be fixed immediately. The fact that contact was made from Shaw back to TSI over a week and a half after is pretty telling of how unreliable the service is.
- While TSI having a direct forum to communicate on is rather awesome and a model for other ISPs to follow, it is quite easy for their representatives to ignore posts and not acknowledge that they’ve read it and will get back to me. This was pretty alienating because their hold times were already unacceptable and the attempted brush-off from my late-Sunday call to them was inappropriate to say the very least.
You can read more here:
»keyboardcowboy.ca/archives/811
Comments:
| | That's too bad That's too bad.
Sometimes, life sucks but we all deal with it through patience.
Teksavvy Cable is still a good deal nevertheless. I would have gone through the process of pain and suffering if I were to get something above 10 mbps + 200 gb so if you chose to cancel it & go with Telus, its your loss, not Teksavvy.
Personally, I had a great experience from Teksavvy DSL. Bad things happen, regardless. | |
| | afreak
join:2009-03-15
New Westminster, BC | Re: That's too bad Internet service should not take more than two weeks to setup. | |
| | | | | Re: That's too bad Yes, it really does suck that Shaw / Rogers do this to their wholesalers.
I can't prove it, but it seems obvious that they drag their feet to do anything for the wholesale customers.
They want TSI to look bad so you'll deal with Shaw directly... and they do a damn fine job of it. 
--
Remember, the fellow who said, “If it ain’t broke - don’t fix it!” really meant maintain it.
| |
| | | | afreak
join:2009-03-15
New Westminster, BC | Re: That's too bad Explain to me why TSI would agree to the escalation process with Shaw and Rogers? Both are at fault here. | |
| | | | | | | Re: That's too bad This is only my guess, but I have to think that Shaw and Rogers set the rules and if you don't like them, you don't have to be a wholesaler with them.
Should they be able to set such crappy rules? IMO, No!
(just one more thing the CRTC allows them to get away with)
I saw the same problems when 3web was reselling Rogers.. it takes forever to get anything done due to their Email process.
Their sandbox.. their rules.. and we're all just pawns in their games 
--
Remember, the fellow who said, �If it ain�t broke - don�t fix it!� really meant maintain it.
| |
| | | | | | afreak
join:2009-03-15
New Westminster, BC | Re: That's too bad Then obviously it should be advertised by TekSavvy and any reseller that if they are to sign up and then have problems that it will take a long period of time to get matters fixed. When I signed up for service I was never informed that if TSI were to make a mistake that I'd be waiting over 1.5 weeks to have the last mile provider correct it.
I am not astroturfing here but you're doing a piss-poor job trying to defend this dumb practice. Customers need to be told this sort of thing before they sign onboard. Being that I once worked for a cable ISP, I have a good idea of how dumb this whole process really is unlike the vast majority of posters on DSLR. | |
| | | | | | | | | Re: That's too bad HAHAHA... does it really sound like I'm defending it?? LMAO
and as to why they would never advertise up front that you might have issues... well that's a no brainer... what company ever would?
But, when you see that probably 98% or better of the hook ups are problem-free, there isn't cause for concern... unless that problem happens to you.
I've been in that chair and it does suck.
I have nothing but sympathy for any of the small minority that have these issues.
No company is perfect... and the wholesaler policies are inefficient.
--
Remember, the fellow who said, “If it ain’t broke - don’t fix it!” really meant maintain it.
| |
| | | | | | | | koreybReplace the CRTC NOW
join:2005-01-08
East York, ON Reviews:
 ·TekSavvy Cable
 ·voip.ms
| Re: That's too bad The issue is The Cable guys have a monopoly and the Phone guys do as well on END USER NETWORKS.. It's not economically feasible for wholesalers to run their own end user networks, so unless the CRTC or Government change things to make it so that the END USER NETWORKS are unbias and standards are controled, you have to accept things as they are.. On Cable normally once it's working, you are up and won't have anymore issues.
Myself, supporting Rogers or Bell is supporting these practices. Keeping as much money away fromt them as possible is the only thing they hear. | |
|
| | i agree with first comment Teksavvy is the way to go, if you want to go with a big company, and have bandwith caps than thats your problem not teksavvys teksavvy is there to help their customers not to price gouge us | |
| | afreak
join:2009-03-15
New Westminster, BC | Re: i agree with first comment Mind explaining what your reply has to do with my review other than being an apologist for TekSavvy? | |
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| | In a perfect world Everything goes well in a perfect world. | |
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Review by netpro
member for 4.8 years, 54 visits, last login: 1.5 years ago
updated 2.3 years ago
- North York,ON
- $42 per month
- "CSR is good"
- "No ANY support over Christmas which is unheard of for an ISP."
- "Day one tracking. hope it's everything downhill from here(looks like it's so far)"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
Dec 26, 2010
===========
got reply from support forum that teksavvy closed for holidays which is unheard of for an ISP. This is definitely NOT the company to go with if you need reliable service/support all the time, not just for home, but also for work. Go with Rogers or Bell, service/support wise, you got what you paid for. This really sucks. 15mb line only gets 0.5mb - 2.54mb speed. even google and this site timed out. I am using my 3G phone to post this review. This is horrible.
Dec 25, 2010
============
starting around 5pm on Dec 25, 2010
Nobody answers the support hotline. Even it's Christmas, should there be minimum staff for production issues?!! This is unheard of for IT. Even I myself have to be on standby today, working for banking systems.
===============================================================
Oct 8, 2010
even sales hotlines are busy, worse than Rogers here. Rogers at least keep the sales line always open. ordered online, but no tracking/reference number generated which makes it harder to track.
Oct 9, 2010.
=========
Got the confirmation email with tracking number last night. Just called and confirmed the order and billing. Can't wait until the activation date, Nov 5. I will post my next update on Nov 5.
The Funniest thing though, I noticed, is that the forum already detects my service as "Teksavvy Cable" which was still "Rogers cable" two days ago. 
Nov 6, 2010
==========
Rogers disconnection day was yesterday and today teksavvy sent email to Rogers to re-assign my modem. Technically speaking everything should be transparent to me and So far it is. Download and upload look good. Teksavvy rocks! Woohoo, finally got away from Rogers!
Nov 7, 2010
============
 looks like I spoke one day too soon. The matter is not over. my internet is completely down at the moment(probably still with Rogers, the disconnection happened, but the transfer didn't). It's the first thing I checked when getting up in the morning at 9:30am. I am using my RIM 9700 tethering to write this up right now. Good that I have unlimited data plan on the phone. Andre from technical support is trying to help me out. 7:30pm checked again. now the activation has to wait until tomorrow Nov 8.
Nov 8, 2010
==========
Looks like I am back in business. Internet is back up with new teksavvy ip address. Speed is good. Thanks guys for the follow-up! Updated review(except for reliability) and will keep eye on the reliability for the next a while.
Nov 12, 2010
=================
Didn't expect I will be back on the review board so soon. Internet down again for these two days. It's the infamous "installation co-ordination" issue. Obviously Rogers tech came to disconnect my physical wire. Should teksavvy make sure that won't happen?
Nov 17, 2010
====================
forgot to update the status here.
A Rogers Cable guy came on Monday(Nov 15) and fixed this.
Obviously he thought somebody just put a filter on to filter out the TV service, not disconnecting the physical line. It's definitely a mistake on the technician. Now all good. Thanks guys. Updated review to reflect your excellent technical support and customer service. Teksavvy is the way to go!
Comments:
emoci
join:2007-05-29
Toronto, ON
kudos:1 | Folloup... If you need follow-up...and the lines are still busy, use the Teksavvy Direct Forum on here (DSLR)...»TekSavvy Direct (it's private so only you and authorized TSI CSRs can see what you post).
The issue with their phone support being a little overloaded has been happening a lot since Cable started being offered (I guess too many people with questions). | |
| | netpro
join:2008-07-05
North York, ON | Re: Folloup... 
Thanks emoci for the tip. Hasn't been trying with TSI for a long while.(Last time try to get DSL with no luck, not TSI's fault, just Bell sucks in my area).
When it comes to billing, I am old fashioned. Just called and went through fine. Thanks again. | |
| | | | | Re: Folloup... Glad everything is working well...we are open 24/7 if you have any more problems.
If all is good, may I ask you to complete your review on our company or update it please.
Thanks and have a good weekend.
--
TSI James - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum ) | |
| | | | netpro
join:2008-07-05
North York, ON | Re: Folloup...  looks like I spoke one day too soon. looks like the matter is not over. my internet is completely down at the moment. It's the first thing I checked when getting up in the morning at 9:30am. I am using my RIM 9700 tethering to write this up right now. Good that I have unlimited data plan on the phone. | |
| | | | | TSI MikeTSI MikePremium
join:2007-10-09
Chatham, ON | Re: Folloup... Can you post over in the direct forum so I can take a look at the account? | |
| | | | | | netpro
join:2008-07-05
North York, ON | Re: Folloup... Didn't see this until now. I just got off the phone with teksavvy support. The latest status is that the activation will only happen tomorrow. | |
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Review by ijij
member for 2.5 years, 9 visits, last login: 2.1 years ago
lodged 2.5 years ago
- Montreal,QC
- $79 per month
- "nothing"
- "failed repeatedly at every step of order process from initial call to installation appointment 35 days later."
- "avoid this service."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
i first called teksavvy to order internet service for my new apartment on oct 5. after the technician who was finally scheduled to come nov 4 failed to show up, i asked to be refunded. i was told my money will be returned within 24 hours. i doubt this will actually happen, as teksavvy has so far managed to spectacularly fail to accomplish every single task, small and large, in the sequence required to go from a phone call to an exchange of funds to working cable internet at my place. why would i believe they'll get this right?
i'm going to describe my experiences in detail both as a warning to future customers and as a heads up to teksavvy's customer service department to update training or do something else to fix this. this is the lowest level of service i've ever experienced from any company in my life, hands down.
initial call:
i asked if cable internet was available in my area, but provided an incorrect postal code i had gotten from google maps. i was told this postal code was nowhere near my address. so i provided the address instead.
• i live on a street called saint-denis. in french, this is pronounced "SEHN-duhn-EE." i made the mistake of using this pronunciation on the phone. the woman i was speaking with balked. "whuuuuuut?" she said. "slooooooooow doooown. can you, like, spell that?" it probably took between 4 and 6 minutes to get this right, with me saying: saint denis. yes. d e n i s. like dennis with one n over and over in english.
•"your address doesn't exist." i was told. i protested that it did. "uuuummmm." i was put on hold forever, and, without further comment on my non-existent address, was told that cable was not available in my area. this is remarkable considering that i live close the center of montreal, a large metropolitan area. maybe i should have been skeptical. i wasn't. i said ok, i'll take DSL then. i placed the order.
•i tend to pay for stuff using online banking over credit cards. how will i get my teksavvy account number to do this? i asked. "you should get an email within 24 hours." i was told. we hung up. no email came for more than 72 hours. when the email did come, it politely informed me that orders on which payment was not received for more than 48 hours after the time of order would be canceled. which means my order was canceled before i had a chance to pay for it. nice!
second call:
•i call to order again. the "saint-denis" problem repeats itself more severely. my address still doesn't exist--no, wait, maybe it does. we aren't sure. who knows! anyway, i explained my previous problem and was assured the email would come faster this time. i receive the email after 24 hours or so and pay.
•the next day, i receive an order confirmation. my address is listed as an address halfway down block on my cross street, despite my having repeated the correct address over and over for 4 to 6 minutes. this is pretty amazing, as i never even mentioned the name of this cross street on the phone. where did she even get it? who knows.
third call:
•i call to correct my address. i explain events so far to the gentleman on the phone. i repeat the address over and over. he puts me on hold for almost 15 minutes. he comes back. "ok," he announces. "it is good." i thank him for his help and ask him, to confirm, what my address is in the system. he reads me the same incorrect address. at this point, i become a bit agitated and kind of snap at him. that is NOT the correct address, man. AGAIN, my address is YADDA YADDA YADDA YADDA SAINT DENNIS, D-E-N-I-S. he seems to panic. "um, let me transfer you to customer service," he stammers and puts down the phone before i have a chance to say anything. wait a minute--wasn't i speaking to customer service? i guess not. after about another 10 minutes someone answers the phone with "tech support, how may i help you?"
•i'm flustered. i blurt out events so far to this guy. to his credit, he seems smart and competent. "alright, i'll take care of this and get you to someone who can help you." he says. he puts me on hold for about a minute and says he has updated my account so that the next agent will get it right. he transfers me. the minutes tick by. i really need to get back to work, so i hang up. maybe i'll call back and try again, maybe i'll cancel--i haven't decided yet. i should probably calm down before making such a decision anyway, since i'm really quite annoyed at this point.
•my phone rings. it's some kind of customer service special ops unit from teksavvy. "i'm SO sorry for the GIGANTIC screw-up that has happened on your order!" she tells me. i tell her about the issue with the address and the postal code. she looks up the postal code on canada post's site, which should have been done on the first call. she corrects my postal code and tells me that i will get a call letting me know about availability for scheduling a technician appointment. i step back from the edge of canceling--ok, they made lots of mistakes, but they fixed them proactively. fair enough.
after hanging up, i start thinking--clearly, they can only look up whether or not cable is available in my area by postal code. they had my postal code wrong. i live in the middle of a large city. surely, cable must be available. i wanted cable, not dsl. i call back.
fourth call:
•i give the correct postal code, and--surprise! cable is available. i ask to have my order canceled and a new one placed for cable. i'm told they have to have the serial number of my modem. this is a problem for me, because i'm going to pick up an old modem from a friend later in the week. can i just place the order and call back in few days with the serial number? no. i'm told, i'll have to wait to have the serial to place the order. more delays. it is now oct 25th and there is still no internet at my place.
fifth call:
•i get the modem, call back and give it. "ok" they say without comment. i schedule an appointment for yesterday, nov 4--day 35 without internet since calling teksavvy. i pay via online banking. i'm told i have to call back and give the confirmation number. i do so. everything appears to be good, finally.
on nov 1, i get an invoice in my inbox for $157, the amount i've paid teksavvy to date.
sixth call:
•i inform them i have received an invoice for an amount i already paid. "oh, that's an automatic function of the system." i'm told. "don't worry about it." so it's safe for me to ignore this invoice regarding my appointment on the 4th? i ask. i am assured that it is.
on nov 2, i get another reminder for non-payment, this time in the amount of $71.50.
seventh call:
• oh, that's an automatic function of the system." i'm told. "you won't get any more messages. i've fixed it" so my appointment is still on the 4th? i ask. i am assured that it is.
on nov 3, i get a harsher warning for non-payment, this time in the amount of $21.
eighth call:
• oh, that's an automatic function of the system." i'm told. "you won't get any more messages. i've fixed it" so my appointment is still on the 4th? i ask. i am assured that it is.
on nov 4, the day of the appointment, i get a even harsher warning for non-payment and a threat to suspend my account, still in the amount of $21.
ninth call:
• oh, that's an automatic function of the system." i'm told. "you won't get any more messages. i've fixed it" i've been told this three times in three days. is it true this time? "oh yes, i've definitely fixed it." so my appointment is still on the 4th? i ask. i am assured that it is.
tenth call:
the technician was supposed to come between 5 and 8pm. he didn't show. i call. why didn't the technician show? i am put on hold for ten minutes. "it seems your modem is owned by videotron." the modem is not owned by videotron, it is a videotron modem purchased from futureshop a few years ago. i tell her this. "we show it as owned by videotron." if this is the case, why didn't someone call me to tell me my appointment was canceled, instead of making me take off work early to wait around for three hours and then call myself? why did someone confirm that my appointment was still on a few hours ago? "um, i don't know...sorry."
here is the exchange i think sums up my entire teksavvy experience.
i'm done with you guys. i want my order canceled and i want a refund, i tell her. there is a LONG pause. "um, what?" she asks, like she wasn't even paying attention.
anyway, i've since called bell and signed up for their faux-fibre service, which sucks, but is still faster and cheaper than teksavvy's cable OR dsl, even after considering the $30 overage charge cap. when i called, i didn't have my postal code on me. wasn't a problem for them.
Comments:
| | How did it end? Did you ever get your money back? | |
| | | wow? you should get a refund
IF i understand correctly tekks site says 30 days money back | |
| | | | | |  pmb
@enziefinancial.com | Re: postal code Funny, I was thinking of Primus while reading this!
I'd left Primus DSL (and Bell home phone) for Teksavvy in Aug. 2009. I'm switching from Teksavvy's DSL to cable soon, and I hope it won't be a royal pain. I'll be all over them if I even get a *whiff* of this type of treatment.
I hope your problems gets completely resolved 100%! | |
|
| | Review of TekSavvy Cable (cable) We spoke on the phone earlier today, I just want to let you know
we are doing everything on our side to ensure this doesn't happen in the future. I have provided further information in your post in the direct forum.
Again I apologize for the inconvenience.
Regards,
TSI Christina
--
TSIChristina - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ ) | |
| | | Problem conveying information Hm, if so many people did not get your address right, then I would assume that you had a problem conveying that information. In such a case you should have used the online form in the first place. That way you would have known that Cable is available for your postal code and you could have ordered it from there without address mistakes. Which would eliminate at least half of these troubles. | |
| | | | Re: Problem conveying information i dunno, my flawed conveyance hasn't been a problem for any other company. bell got my address right on the first try. was it magic?
thanks for posting this though, because i forgot to mention the whole reason i called, rather than using the online form, is that it didn't work at the time, although it seems to be fixed now. | |
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Review by sunday8pm
member for 2.9 years, 375 visits, last login: a few hours ago
updated 2.6 years ago
- Montreal,QC
- $90 per month
- (month by month)
- about 37 days
- "Less expensive than videotron, better than DSL, flexible terms"
- "Intall coordination is a joke, internal communication at TSI is inexistant, tech support impossible to call"
- "Get it if, like me, your DSL line is crap (thanks Bell); otherwise stick to DSL"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
We tried DSL with another provider, and despite being less than 1000m away from the CO the line is very bad. Thanks to the squirrels chewing the wires and Bell being autistic about it.
So we switched to cable. Videotron has funky terms like a 200$ setup fee and a 120$ per month price if no bundle so we had to go with TSI, relying on our previous experience with their DSL in the past.
Well. It took them a full 31 days to get it all hooked up, we had to order once then cancel then order again, then order one modem then cancel the order then order another modem then cancel that one too because it was not a problem with our modem in the first place.
They forgot to took the initial payment and only realized 3 weeks later (we can't figure out why videotron won't authenticate your modem??), they made us think our modem was defective and made us order a 90$ new modem, then the videotron tech didn't show up, tech support was impossible to reach, saying they would call back but never do forcing you to queue on the phone for 30–90 minutes...
I live in QC where cable has been around for years so TSI really has no excuse for the poor setup.
A month later, we have internet with our own modem and our billing date has been moved so we don't pay for the time it took TSI to fix their mess but it's still not the TSI service I was used to.
Now the speeds are very good, and I'm hoping real hard I won't have to contact tech support at all because I don't have the courage to deal with the headache again.
Bottom line is, get cable ONLY if you can't have DSL. Not worth the hassle otherwise.
I put 2 stars for service and value for money because in 2010 it is not acceptable to pay 90$ a month for a 7mbit internet connection and no other service (triple play anyone?) although it is more videotron/CRTC's fault than TSI's fault.
Update re speeds:
(see attachment)
Attachments:
Comments:
| | Prices Perhaps there has been a misunderstanding in the prices? Last time I looked on Videotron's web site (not counting the fact that I'm a Videotron client myself), it costs 39.95$ for installation fees (and not 200$) as for the 7 mb internet, its 52,95 $ / month for non-bundled customers (42,95 $ /m for bundled).
So unless you were looking at the commercial prices, we're still quite far from the 200$ + 120/m just for Internet. | |
| | | | Re: Prices I was looking at unlimited internet and the only way to get that from VTL is to go business. With the ludicrous prices. | |
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Review by s2ki08
member for 4.3 years, 112 visits, last login: 2.5 years ago
updated 2.7 years ago
- Toronto,ON
- $27 per month
- "Cheaper than Rogers with higher usage caps"
- "Tech Support does not understand their own product - support is useless"
- "Makes more sense to get a retention deal from Rogers than the headaches Teksavvy provides"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I have used Teksavvy DSL for years without a hitch. I also have Teksavvy cable at another location that has worked without issue. Internet these days is essentially like power coming down the pole ... it should just work, it isn't rocket science anymore. Plug in cable modem, sync and surf.
I recently decided to try and convert another location to Teksavvy Cable. Absolutley horrific mistake. After 4 weeks Teksavvy could still not get my cable up and running. Support team is absolutley useless, promise to call back within 24 hours and would never receive a call - you have to end up troubleshooting everything yourself. Upon calling technical support (and having to wait a minimum of 10 minutes to actually get someone on the line) they would always apologize and blame it on "Rogers". Guess what - I'm paying you guys, not Rogers.
After four weeks of getting the run around from Teksavvy, I sent back their modem and called Rogers. I was back up and running within 24 hours - with Rogers price-matching Teksavvy to boot.
My data usage cap is lower but I don't have to worry about dealing with incompetent tech support any longer.
That being said, I still have one location with Teksavvy DSL (still no issues) and another with Teksavvy Cable Lite (no issues except the connection gets dropped randomly during the day, only to come back up again within a minute ... not a big enough deal for me to worry about.
Ever since Teksavvy has started offering cable internet, you can see that they don't have the manpower to keep up with the new orders or technical support. Support wait times on the phone averaged 15 minutes each of the MANY times I had to call for this installation.
I will continue to use them at the two locations I have a working Teksavvy internet connection, but I cannot recommend them any longer after the pathetic support I received from them on this new install.
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1 edit | Teksavvy switch from Rogers experience The bad communication between Rogers and Teksavvy regarding the cable Internet service activation is going to take its toll sooner or later. The excuse of the Teksavvy's CSRs that the only way of communicating with Rogers is through emails is simply pathetic (for crying out loud, try 1-800-ROGERS1 and take it from there). I'm sure I'm not the only one switching from Rogers cable Internet to Teksavvy, and by now Teksavvy should have on "file" a truckload of complaints about the switch. My personal opinion is that this is not escalated enough within Teksavvy, and it just shows an unwillingness to negotiate with Rogers a more streamlined switching process for their new customers. It's a shame that a highly regarded company such as Teksavvy allows these problems to go on.
I'm currently in my 4th day after the switch with no internet. I'm still hoping for the best. | |
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Review by tradernik
member for 5.5 years, 113 visits, last login: 60 days ago
updated 2.8 years ago
- Toronto,ON
- Contract price not specified.
- (12 month contract)
- "Pricing"
- "Deteriorating customer service, technical issues with new cable service"
- "Avoid for now and wait to see how things play out"
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(ratings below consensus)
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I have been a TS customer for 4 years and a vocal supporter of the company. I put my sister and my parents into the company. Recently, we had two separate events which showed that TS has lost the plot with regard to their Customer Service approach. There is a long thread here which deals with the second issue (search my username), and a somewhat shorter one which deals with the first. In the first case, after a lot of prodding, our family was compensated by TS for their errors. We have yet to be compensated for the second fiasco.
Basically what happened is that TS messed up an order for a switch from DSL to cable internet. My 82-year old parents were made to sit in their apartment and wait for Rogers who never showed up. I then called in to try to sort it out and wanted to make sure that I wasn't double billed in case the delay caused us to roll over into another billing cycle on the DSL. I was first told that we would be double charged in any case, even if TS did mess things up, and then after a hold of 13 minutes (which TS admits to in the thread) I was told that they would not double bill me. It turns out that they would never have double billed me in any case as their policy is that when a customer is switching internally from one service to another, they will pro-rate the service which is ending in cases where the customer wants that service to run a few days after initiation of the new service, just in case there are any issues.
Most disturbing, however, is this post to me by an owner of TS, in which he publicly throws me under the bus. As most of you will know, this is not the type of post an owner should be making, taking things to a personal level. This should indicate that the problems are top-down in this company and that perhaps ownership is under a bit too much stress. As I said, the company was good in the early days but things have gone to Bhell pretty fast.
[BQUOTE=[user=TSI Marc]]
tradernik,
From what I was able to see; we've spent a lot of time helping you. I see in some places you were less then pleasant with our guys, you then said you were sorry about it. I see by what you've written that you tend to "embellish" things.
One thing is for sure, you had basically become a regular caller. It seems our entire office has dealt with you at one point or another.
You may feel like you're owed an apology, and I will discuss further to see if one is warranted or not
[/BQUOTE]
Marc goes on to say 'I found out that we messed up your order, but then Rogers messed up as well, so I am apologizing to you "on their behalf" '. Basically a slap in the face, in my view. Please read the thread and judge for yourself. The post in question is on page 8.
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