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Review by Dustyn See Profile

  • Location: Tottenham, ON, Canada
  • Cost: $72 per month
  • No Cap
Excellent tech support, connection is stable
It's too pricey now all thanks to the CRTCs reversal ruling
Top performer, reliable and stable TPIA
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

My Other Reviews

·Carry Telecom
- SUNDAY, JULY 03, 2022 12:14AM EASTERN STANDARD TIME -

I'VE LEFT TEKSAVVY AND MOVED ON TO CARRY TELECOM. (REVIEW FOR CARRY TELECOM PENDING)
THERE IS NO LONGER A REASON FOR ME TO CONTINUE USING THEM AS THEY ARE ALMOST AS EXPENSIVE AS ROGERS.
NO HARD FEELINGS.

- WEDNESDAY, SEPTEMBER 29, 2021 4:49PM EASTERN STANDARD TIME -

!!! MY SWITCH TO OXIO WAS AN ABSOLUTE DISASTER !!!
====================================

Oxio offers very attractive pricing and I wanted to take the chance with them. This was a mistake that I'll be hard pressed to make again...

I waited until the TekSavvy connection was fully terminated, got my notification that my Oxio services are now activated... but I had no internet for over 4 days. I worked with Oxio over those 4 days providing modem logs, stats, connection details, TCP/IP settings changing from manual to auto config, using the provided Eero router, not using the provided Eero router, using my router, not using my router... and finally just a straight direct connection from the modem to the PC. Still no internet.

Keep in mind, you have to do customer support all through e-mail or realtime Facebook Messenger. I was aware of this when choosing Oxio. I think there MAY be a phone number... but that's not how they deal with support requests. And I have to admit, their tech support is pretty good as they are really responsive when contacting them through Facebook Messenger. They usually answer within minutes.

So oddly enough the provided modem syncs and obtains an IP address, but it's not being routed to my computer. I have a suspicion that I'm just not gaining access to the network because Rogers is just not making it a priority. Should just be a simple flip of the switch to enable remote access on the network. Oxio contacted Rogers numerous times about it and the normal hard modem resets were requested and performed... But sadly still no internet access.

"Connected, No Internet Access."

I contacted Rogers knowing they would not be able to help me, but their tech gave me some limited info. He stated that their is an account under my name with them for Oxio, and that it may not be working because they have not been provided full customer account information. Rogers stated that they only have limited access to 3rd party TPIA accounts so, they did not really know and that it's Oxio's responsibility.

The only choice I have now is to go back to Rogers or TekSavvy on my existing cable line. Rogers is far too expensive in my opinion. And I'm not willing to gamble again with another new 3rd party TPIA service just because the price looks substantially better. But... I am willing to go back to TekSavvy as I know it worked and it worked well at my residence.

Not saying Oxio won't work or isn't a good choice for anyone else with rCable... I certainly wanted it to work, but it never once worked for me. All I did was wait until I was told the existing connection was terminated, removed the old modem, and connected the new modem. No other changes. Why wouldn't it work? I had no ETA on when I WOULD get internet access back... if even at all.

Cancelled Oxio Sunday and ordered TekSavvy 75/10 the same day.
Activation date: 09/29/2021 2:00 - 4:00PM
Activated Remotely: 2:30PM

Modem connected perfectly on first boot.

I'm glad I left TekSavvy on good terms as I had no problems coming back. I was without internet for nearly a week. The withdrawal and frustration was intense!
Interesting to discover that I'm managing to save a few bucks on my 75/10 plan too. I didn't realize I was paying a little bit more money on my grandfathered 60/10 plan with the Thompson DCM476.

I purchased a brand new modem from TekSavvy directly to support the 75/10 plan as the DCM476 as Rogers won't allow higher speeds with this modem. (The modem officially will at higher speeds but Rogers refuses to grant those higher speed profiles)

Staying with what works well, TekSavvy.
Lesson learned.

- THURSDAY, SEPTEMBER 09, 2021 12:47AM EASTERN STANDARD TIME -

LAST MONTH OF SERVICE
================

Made the decision today to leave TekSavvy shortly after receiving TekSavvy's price increase of $3.00/month.
With not as much income coming in due to Covid-19, I've had to search elsewhere for something more reasonable.
Covid-19 has impacted the automotive sector hard with the global microchip shortage and as a result, it's becoming difficult to achieve a 40hr week of pay.
I've already had to cancel my TekSavvy IPTV service to save a bit of money, but after receiving the notice through e-mail from TekSavvy that they are increasing my bill another $3.00/month, I'm not willing to settle on another price hike.

I realize that it's not TekSavvy's fault here and that the CRTC's latest mind blowing judgement reversal has forced TekSavvy's hand. I understand they are a business too a they need to make profit and currently are struggling too, but I too now need to take action to held keep my internet cost down.

So starting September 22, 2021 my 60/10 unlimited service will be officially disconnected.

In place I will be transferring my rCable service to Oxio.
They are offering a free cable modem and Eero wi-fi router (not planning on using the latter as I have a wi-fi router) with a 75/10 speed profile for $50/month. A tiny speed increase all while saving around $20/month without losing anything!

SIDE NOTE: The following may be a useful tip to anyone who has been with TekSavvy a long while and needs a bit of a break in price. I will mention that before cancelling I was offered an unexpected $10/month off my currently priced TekSavvy internet service for the next 6 months. However, after the 6 months have passed, the price would go back up to the standard price plan rate. At first I thought it was an attractive offer (and it could be to those who can't get any other service), but this just wouldn't help me in the long run when I can get Oxio unlimited internet $20 bucks cheaper with a slightly higher speed profile included. I say it was "unexpected" because I didn't think a 3rd party TPIA could offer discounts on internet packages? I thought that old threatening to cancel tactic only worked with Robbers and Bell?

If I find that Oxio can't deliver the goods, I would consider coming back to TekSavvy. But at this point in time, even Rogers and Bell can now offer better more attractive price plans.... and I just hate this! It's just a shame as I've been with TekSavvy for over 6 years and I love the TPIA concept.
I blame the CRTC for making such an incredibly stupid and unfair decision siding with the big ISPs.

We'll see how things go. Wish me luck?
No hard feelings TekSavvy!

=== END TRANSMISSION ===

- SUNDAY, MARCH 21, 2021 1:30AM EASTERN STANDARD TIME -

CONNECTION DROP OUTS ON WEEKENDS:
===========================

- Decided to make some configuration changes to the Linksys WRT3200ACM router running OpenWRT to see if it will assist in re-establishing a dropped modem connection. A router configured for auto DHCP out of the box should always just work, and not require any tweaking to re-establish a dropped connection. However, I noticed a few advanced settings within the router (OpenWRT) that may assist in keeping the connection stable and alive if the WAN connection drops again. If the WAN connection happens to drop again and my router configuration changes fix the issue with no longer being able to access the internet, I will post back an update specifying what those applied changes were.

So far since the configuration changes, there has not been a dropped modem connection issue since March 01, 2021.

- TUESDAY, FEBRUARY 09, 2021 6:19PM EASTERN STANDARD TIME -

CHANGES:
=======

- Sometime between 2015-2020 upgraded to the maximum supported speed profile on the Technicolor DCM476 which is 60/10 unlimited. (Now grandfathered)

CONNECTION DROP OUTS ON WEEKENDS:
===========================

- There is something really irritating that has been going on with the connection dropping out during the very early hours of the morning. And I have my suspicions that this may have been happening when I was with Rogers on different hardware too. It usually occurs anywhere between Friday through Sunday in the time window of 12:30am - 4:30am at the latest. The only thing I can assume is happening is that Rogers/TekSavvy is doing some kind of network maintenance. What's irritating about it is how frequent it is and how their is no notification from Rogers/TekSavvy that this is going to occur. It can happen anywhere from once a week to once every 2nd or 3rd week of the month. I have called TekSavvy to inquire about why this is happening, but they have no record of any type of maintenance or drop out occurring. I find it very hard to believe that it's my specific connection as I've managed to isolate the 3 days and time window of when this occurs. It's really frustrating to me because of the shift work I do, so sometimes I use the connection during that dropout time frame. Even if the connection say drops around 1:00am and manages to come back up automatically in say 20minutes, there is absolutely no guarantee it will stay up. It can drop again multiple times until after 4:30am when it then decides to remain rock solid until say the next weekend or 2 or 3 weekends later.

So much for doing my best to keep this review up to date... haha (5+yrs later)

====

- MONDAY, MARCH 03, 2015 5:24PM EASTERN STANDARD TIME -

Disconnected from the Rogers High Speed network on March 08, 2015 at 11:36AM. (A little unhappy about that as I expected a midnight cut off)
Motorolla SURfboard SB5100 logs indicated that the device was no longer authorized at the specified time.
TekSavvy 30/10 plan 400GB /month (unlimited between 2:00am - 8:00am) went live sometime during the day of Monday, March 09, 2015. Activation window: 8:00am - 5:00pm
A remote TPIA switch which did not require me to me home and was done all on TekSavvys end after Rogers handed over control.
As to what time I am unsure as I was at work until 3:00PM. Swapped out old SB5100 and installed the Technicolor DCM476 when I got home.
Powered up modem and installation was complete and I was online around 4:45PM.
Modem took approximately 5 minutes to power up.

I will do my best to maintain this log as my Rogers High Speed Internet reviews were very few and sparse.
»[Cable] Rogers -> TekSavy: Preperations?
====

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member for 21 years, 8403 visits, last login: a few hours ago
updated 1.7 years ago


ShawnS
Business Solutions Agent
Premium Member
join:2012-11-22
Chatham, ON

ShawnS

Premium Member

Re: review

Hello Dustyn,

Thank you for taking the time to write a review!

We are pleased to hear that the activation went smoothly. If you ever need assistance you can post in the »/fo ··· avdirect Forum.

Welcome to the TekSavvy family!

Regards,
Shawn S

Dustyn
Premium Member
join:2003-02-26
Ontario, CAN
·Carry Telecom
·TekSavvy Cable
Asus GT-AX11000
Technicolor TC4400

1 edit

Dustyn

Premium Member

Re: review

Thank you kindly Shawn!
So far everything is running perfectly.
I made sure to add »/forum ··· avdirect to my list of forum favorites for quick access.

Review by Wyred See Profile

  • Location: Toronto, ON, Canada
  • Cost: $100 per month
When service was reliable it was good to buy from an independent Canadian owned provider
They're at the mercy of the incumbents. Their favourable price gap has narrowed or vanished.
It was fine until chronic line issues started, then the TPIA is, unfortunately, an obstacle
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

[This very old review was updated Dec. 21/21.]

After being a TekSavvy customer for 10 years we had to cancel in November. We were on rCable and the Rogers node in our neighbourhood is a disaster. The TC4400 modem kept losing sync. After my complaints Rogers rolled trucks on 2 occasions. One Rogers tech turned out to be friendly and talkative; he said they are well aware of problems on this street and dread getting a call for here. There is insane line noise that they couldn't isolate, probably due to a number of factors. They had said they were planning to send a preventative maintenance team to spend multiple days in the area but I couldn't afford to wait. (Plus, nearby subway excavation has damaged a major Rogers artery twice.)

Throughout all this, TekSavvy was just a bystander. It's not their fault, but a key takeaway is that TSi is an option only if the incumbent's infrastructure is solid in your area. Our smooth ride ended when rCable line quality went from meh to forgetabboudit. With rCable now off the table we had to go DSL, and for now we're using the incumbent, just in case of problems: we don't need to be lumbered with a TPIA just typing in tickets from behind their keyboard.

We still support the role of TPIAs and we may switch to one of them for DSL in a year when Bell jacks up its introductory rates, if the service proves steady over 12 months.

Also, of course we never saw the mythological "preventative maintenance team" from Rogers in our neighbourhood in all those weeks since, but that's now NMP,.

member for 20.8 years, 590 visits, last login: 1.5 years ago
updated 2.2 years ago


TSI Jonathan
Premium Member
join:2011-08-24
Chatham, ON

1 recommendation

TSI Jonathan

Premium Member

Thumbs up review

Hi Wyred,

Thanks for taking the time to write this very informative review for future/considering customers. I have to say this is probably one of the best personal experience and "what you need to know" review I've read so far.

We are currently running into some delays with some of our Vendors so it has been a bumpy ride for all of us. We hired about 250 employees before running into our busy "back-to-school" season. They did go through a very thorough training class before jumping on the phones. We were beefed up and ready to go but we were not expecting to run into those delays with our Vendors. As everyone can imagine, this created extra amounts of calls to come through which we did not forecast.

We been hard at work doing our best to come up with solutions for our customers. Our CEO who is very active throughout this forum and via Social Medias wrote the following blog who is also very informative and shows how much we care.

»blogs.teksavvy.com/?p=2533

We are very happy to have you as a customer for 2 years and look forward to many more. If you ever need anything or have any questions, well, you already know where to find us

Cheers,

TSI Jonathan

Review by drazem See Profile

  • Location: Kitchener, ON, Canada
  • Cost: $67 per month
Reliable service
No lite package options, no packages below 30mbps, forced Unlimited upgrade
They just don't offer anything for lighter users anymore
Connection Reliability:
Tech Support:
Services:
Value for money:

This is my story of being forced into too much Internet and Teksavvy no longer offering anything for light users.

Back in summer of 2019, I upgrade my Teksavvy account, which I've had since 2010. I was ditching my landline phone for a VOIP phone, TekTalk. My apartment is very old and the phone lines are very old. The line had already died on three separate occasions requiring frustrating co-ordination between Teksavvy, Bell and my apartment complex all without having a working phone. These outages lasted several days. (Not Teksavvy's fault just old building headaches.)

So, for a VOIP phone to work smoothly, I had to jump from my Cable 5 Lite (200 GB limit) package at $25/month to something a little more robust: the Cable 30 Lite (200 GB limit) at $47/month. That was the next cheapest package and I went with it ultimately paying a little more (about $5/month) for the faster Internet and VOIP than I did for the landline and Cable 5 Lite combo. I could live with that if it meant my phone worked.

The upgrade was made. Everything was good. Phone was working. A month or so after I made the change, Teksavvy announced a victory with the CRTC and they would now be offering me a cheaper package. New price: $45/month. Woo! As a bonus for the victory, I would go from a Lite to an Unlimited package at no extra cost to me. Cool even though I don't need unlimited downloading and I've never been interested in unlimited downloading. I rarely use 50% of the 200 GB monthly cap I had on the Lite packages. However, it was a free upgrade and, I must stress this, I HAD NO CHOICE ANYWAY.

Then the CRTC reversed course a few months later. Teksavvy was forced to hike their price. It sucked. I want to be clear that this was NOT Teksavvy's fault and I don't blame them for this. New price: $50/month. Not horrible, but worse than where I was when I switched initially. I was okay with this until... it was hiked AGAIN. New price: $60/month. Yeah, now this is getting a bit much. Time to look at dropping the unlimited or going with a slower package and a different phone.

But wait! In forcing everyone to Unlimited, Teksavvy removed all Lite options on all available packages. I now had no choice but to pay for an Unlimited package that I do not need. Further to that, they removed their Cable 5 Lite package and any package under 30mbps, so even if I decided to ditch the VOIP phone, I would still be stuck paying for too much Internet that I don't need if I stick with Teksavvy. To top it off, they announced today ANOTHER price hike today! New price: $63/month.

Bottom line: Teksavvy simply offers no choice for light users. They did in the past, I had one, but then they forced an upgrade to Unlimited and removed all the under 30mbps packages. That was their doing. I'm stuck paying for more Internet than I could ever need. I'm tired of this and I'm looking for another provider.

(To be clear, Teksavvy does have one lite package but it's DSL 6 Lite and remember: old apartment with wonky phone lines. Been down that road many years ago and it's why I have cable Internet now.)

member for 2.5 years, driveby review (so far)
updated 2.5 years ago


Review by ohzopants See Profile

  • Location: Ottawa, ON, Canada
  • Cost: $68 per month
  • Install: about 10 days
I get the full speed I pay for and a nice big data cap
Tech support is like talking to a brick wall even when the problem is 100% on their end.
They used to be great. I'd try a different TPIA at this point.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I get exactly what I was sold, consistently. 15/1 for for 42.95$/month. There is no throttling at all on my line anymore.

There are occasional slow downs on some evenings, but it always remains usable.

I transferred over from Rogers and Rogers chose to disconnect me completely instead; it took about 10 days to get me reconnected by them.

I'm using a DOCSIS 2.0 modem (Webstar) that I already owned so I can't comment on the modems available from Teksavvy.

I have not needed tech support to date, so I can't comment there.

UPDATE - 2012/03/26: After about a year of service I can safely say that it still rocks. The monthly rate has gone up a bit (mostly due to the CRTC, now at 46.95$/month before tax), but my download speed's been upped twice so far: first 15Mbps to 24Mbps, and then again from 24Mbps to 28Mbps. Still haven't needed technical service of any kind, so still no comments there.

UPDATE - 2013/11/20: I recently purchased a new house and despite the annoyance of having to fully cancel my account and to formally open a new one (along with all the associated fees), the process went smoothly and I had fully functional internet on the day that it was promised.

UPDATE - 2015/03/11: Still getting solid service. I haven't had to talk to anyone at Teksavvy in years now because I consistently get the speeds I pay for and I actually cannot remember the last time I had a technical issue on their end (router problems are my own fault/responsibility) which is probably the best thing I can say about them. I was able to upgrade my service tier myself using their web portal about 6 months ago and that went smoothly: the change I requested was implemented at the time I requested it.

UPDATE - 2021/08/23: Technical support is an insulting, condescending disaster. Even after being provided proof that I am not getting the speeds I'm paying for to my modem, they continue to demand onerous testing on my end because they refuse to believe they are at fault. So... if ever they have a problem, they'll just blame your equipment and refuse to escalate the ticket. And all this so I can pay $15/month more than Ebox is charging for the same speed.

member for 15.8 years, 2771 visits, last login: 2.4 years ago
updated 2.5 years ago


TSI JonD
Premium Member
join:2013-07-29
Chatham, ON

TSI JonD

Premium Member

Review

Hello ohzopants,

Thank you so much for the review! We're always happy to see customers are enjoying our services and we're thrilled to see that after years with us you haven't had any service issues!

If you ever have any questions or concerns, please do not hesitate to reach out to us here on our DSLReports Direct forum! We're always happy to be of assistance!

Best regards,
Jon

TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre

Premium Member

Update

Thanks for keeping your review up to date! Glad to hear things are still going well.

Review by SomeBloke See Profile

  • Location: Chatham, ON, Canada
  • Cost: $65 per month (month by month)
  • Install: about 30 days
Gave me the speed I paid for
Customer service has gone so far downhill in the past decade I am done
Walking away from this company after a decade because of how far they have fallen.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I have been with TekSavvy for around a decade since moving to Canada. They had always been reliable, knowledgeable and had excellent customer service.

However in December I was splitting up with my then partner in life and moving to another town. I called their sales line and spoke to one of their agents about moving the existing service to my then partner, ordering the service at the new location, buying a spare modem for the new location in case of trouble (I work full time from home and have to have a reliable connection) and having the hardware shipped to the old location and not the new as I would still be there for a couple of weeks before moving.

Fairly simple if not completely straightforward, but certainly not an edge case.

I had to call back four or five times because the original agent clearly didn't grasp what the hell I was asking for and completely messed up the order. Each time I called back till the final time the agents I was speaking to clearly had no clue what I was asking for, the notes on the account were clearly entered incorrectly and I had to repeat myself, start from scratch and explain the whole situation over and again.

I eventually had on hand one 'loaner' modem from TekSavvy and one further modem that I bought with the express wish that it be the backup device for the new location on hand.

I arrived at the new location and settled in. I did call in to see if I could test my backup modem and was told that due to MAC address locking that would not be possible without switching out to it permanently. I added a second backup modem to the account that I had landed on Kijiji and I was told that all three MAC addresses were on file as being listed for this address.

Cue now. Something is going wrong with the 'loaner' modem so I call into the tech support for my ISP and I ask for them to switch out the MAC address for the backup. They tell me they do not have the serial number or MAC address on file for the backup device they sold me for this address. I give them the details and am informed that...

This modem will not work at this address. It is out of specification for the local provider.

I express astonishment that they would sell me a device that will not function on my line and I am informed that the agent that I spoke to back in December sold me this modem under the impression that I wanted it for the old address. Something I was express about on that call.

I was further told that they could not refund me for their mistake as it had been seven months before their mistake was noticed which made it MY mistake. I was repeatedly told that this was MY mistake that they had sold me a device that is not fit for purpose or task and will not function as intended.

I then spoke to a supervisor and was told that if they pull the original call or calls (as I said there were four or five calls back in December to try to sort out the mess the original agent had left...) that they could perhaps issue me a partial credit if it was determined to have been their mistake. Further that this was my fault and that I should have tested the device within a month. Something that I would have done had I not been hog tied by the MAC address lock. The supervisor did not accept this as a reason for me not being able to test it until it was necessary to switch out to the device they had sold me that I asked for specifically for the connection at my new address.

I then spoke a manager who tells me the same thing. I express incredulity that, though this is their mistake, though they sold me an item that is not suitable to task, that they have caused me untold stress back in December in the original five or so calls to sort out one order and today trying to still sort out their mess, they will not issue a full refund on the device that is not suitable to task and not fit for purpose.

I expressed my dissatisfaction in clear terms, refuting every point they made, including several times having to point out, again, that this was their mistake, not mine, and that they are refusing to accept responsibility or fault for the situation or circumstances. That I will absolutely walk away based on how they have and are treating me. That their level of customer service has gone from exemplary to appalling and that they are losing a customer over a trivial matter that is their mistake.

I went on to express to them that if they don't change their policies and allow more flexibility in edge cases, improve their customer service and training at at least the three levels that I dealt with that day, that more customers would either walk away or be turned away by bad word of mouth. That I would absolutely be intending to share details of my experience in the past months with them and that I would be moving my service away from them in the very near future based on their egregious behaviour.

Bottom line.

TekSavvy have become just another ISP. They no longer care about the customer. They do not admit to their mistakes and when they make them they will take not the slightest responsibility for them.

Under these circumstances I can no longer recommend anyone use this companies services. They are not the cheapest or the fastest available and there are other companies who offer better value for money. The only value proposition they had was customer service which no longer exists.

I am walking away. I don't need the stress of dealing with TekSavvy.

----------------

A few hours after posting this, and a number of other reviews along similar lines on other sites, I was contacted by a customer service manager from Teksavvy on the phone number I had used to call them in the first place.

I was informed that, since I am in Chatham (where Teksavvy is based) and since he is dwelling just across the street from me, he would bring me a modem to replace the one I was having trouble with, take the device that they had erroneously supplied to me that had been the cause of this whole fiasco and arrange with the accounting department to issue a full refund.

This was done the next day and I can confirm that the amount I paid for the device and shipping was refunded to my account with the company and can be put towards further service with them.

Which resolves the matter of them selling me a piece of equipment that I could not use for the stated purpose.

I was told that there would be some re-training of staff to handle edge cases such as the above based on my experiences.

However...

This would not have been the case if I had not published my experiences with Teksavvy all over the web. If I had taken what I had been told by their customer service agent, the team lead and then the manager, that this whole situation was my fault, my responsibility and my issue. That I should have to absorb the entire cost of being sold something that is not fit for purpose or suitable to task that I could not reasonably test with the month that they state for accepting returns... I would not have wound up seeing this resolved thus.

I was offered apologies for the situation. While they couldn't and shouldn't really compensate me for the stress of the original mistake, mistakes happen and I understand that, I was offered no kind of compensation for the repeated compounding of this original folly once identified or my time in following up multiple times to correct it.

I am forced to conclude that until or unless these sorts of issues can be handled gracefully, cleanly and with the minimum of fuss by Teksavvy that I cannot recommend them as an ISP going forward still. And if you have issues such as the above that their staff are not able to assist you with, then your only recourse could be to make a very loud noise on the internet about it until the potential reputational damage your personal reportage is understood by management and they contact you personally to offer some kind of corrective measures.

member for 2.6 years, 4 visits, last login: 2.2 years ago
updated 2.6 years ago

jnorton
join:2016-11-12
Toronto, ON
·Bell Fibe Internet

2 recommendations

jnorton

Member

teksavvy is not the issue.

So.... they went above and beyond to fix their mistake. which lets be clear here was really your mistake to begin with. its not Teksavvys fault you don't pay attention and your unclear. judging by this post Im sure you were a treat to deal with too. which likely made things worse.

Review by rvanderlubbe See Profile

  • Location: L8B0S9
  • Cost: $110 per month (12 month contract)
  • Install: about 14 days
  • No Cap
Had 10Mbps upload and 60+ down for a while
Had outage then terrible upload 0.3
Nightmare
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Order 60/10 unlimited and Basic Cable/News. All fine until it wasn't. Reported problems now over 2 weeks. Cogeco sent a tech said nothing wrong in the house, will send another tech to check outside. Didn't hear back for more than a week. TekSavvy ships a new modem. Go through the process and they notify Cogeco of modem swap. Doesnt work. Said wait a couple hours. Still doesnt work - put old modem back with lousy upload but at least it functions somewhat. Then suddenly goes down - ah - okay...they must have swapped the Mac addresss at Cogego. New modem doesnt work. Two different techs (or more, reboot again and again). Maybe there's an outage..."Guys...don't you think there's a chance that some stupid record at Cogeco is not filled in properly?". "Okay, we'll escalate". Call back...get supervisor...."A tech will be coming out Wednesday afternoon" OMG! Two days without internet and another day off work and the probability that it is in the house when it was working yesterday, a new modem was shipped and to be swapped at Cogeco? "We can't talk to anyone at Cogeco...we can only follow this process." Managers hide. Cowards. Incompetent.

member for 4.3 years, driveby review (so far)
lodged 4.3 years ago


TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre

Premium Member

This is not good!

Hi there,

I’m sorry to hear you’ve had such a horrible experience. We should have offered you better service than this as well as some temporary measures to provide you services in the meantime.

Could you kindly provide us your account information here: »/forum ··· avdirect and we’d be happy to investigate. I’ll have someone reach back out tonight and an experience manager follow up with you first thing to review.

Thanks,

Andre
TSI Lynda
join:2018-12-16

TSI Lynda

Member

Sorry for all the issues you are dealing with and our apologies,......

Hello,

We have a supervisor call in for you and they are going to be reaching out to you.

Sorry, for all the issues you have been dealing with and our sincerest apologies!

Cordially, TSI-LM

Review by KPaul See Profile

  • Location: undisclosed location
  • Cost: $67 per month
  • Install: about 7 days
Good price, customer service
Transfer from rogers to TSI was bad due to lack of communication and lack of accountability on rogers end
Was a strong supporter of their service, now, with all the issues and problems over the last month, it's hard to
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Update as of October 30th, 2019
Continued disconnections, continued issues with ping. At the point to where I am waiting on a new service provider due to no communication from teksavvy, only constantly being asked to do tests after tests.
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Update as of October 25th, 2019
Daily disconnections and really high ping, no real effort to address the issue or speak with other users about this as well... this has been my issue for about 3 weeks at this point
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Update as of September 17th, 2013
TSI has gone above and beyond on what to help a customer means. I have been given months of support, even though my issue is not to do with their service (it's rogers that's screwing things up). Should have always assumed that, but as a customer, you go after who you pay generally.

Glad I stuck around.
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Update as of June 29th, 2013
ATPIA has bunged up my connection, and it isn't being fixed due to rogers not helping out TSI. As a techy guy, I understand. As a customer and consumer, I'm not happy with this. Wonky speeds, and inconsistent connections.
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Update as of Jan 25th, 2013
Perfect speeds, perfect connections, though ANY downtime I have had, it has always been Rogers, and not TSI. Needless to say, a few issues have been on my end that I fixed by trouble shooting, and the rest were with Rogers.
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Update as of Sept. 26th 2011
»[Cable] London slowdowns?
Posted this in the forums with 2011-09-08 as the date noted. There wasn't a single TSI person to reply to this until a week after... This is a HUGE issue that has affected hundreds of people, and NOTHING seems to have mattered until someone finally clued in. I am disappointed with how this has been handled, and how service has been, as well as communication (lack of) from official people. I am disappointed as a customer.

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I signed up a month prior to being given an activation time, due to my rogers monthly payment being delayed... anyways, basics are Thursday rogers cut's out, Friday was supposed to be the TSI hookup. Didn't happen. rogers slipped, several times, letting TSI know about my activation, my transfer, random other errors......... It was a giant pain to get internet since it was a transfer, and my original modem had to be released (recommend getting a new modem if time's a factor).

Other than that issue, the service is amazing, and the customer service people are always willing to help (though sometimes sound less than enthused about helping... quite annoying given that rogers reps. sound happier).

member for 17.1 years, 1947 visits, last login: 2.7 years ago
updated 4.3 years ago


JenSuisUn
Premium Member
join:2006-02-23
Chatham, ON

JenSuisUn

Premium Member

Thanks for the Update

Glad to hear things have been working properly for you.

TSI Jonathan
Premium Member
join:2011-08-24
Chatham, ON

TSI Jonathan

Premium Member

Update

Thanks for the updated review KPaul. It means a lot and we are happy that you are sticking around. I know Andre is looking after your account and you are in great hands. We'll do our best to keep you as our customer

KPaul
join:2007-02-08

KPaul

Member

Re: Update

No need for the thanks, your guys work justifies a good review. And I'm sure it'll get better too

Review by jdoe71 See Profile

  • Location: L0L0L0
  • Cost Contract price not specified.
tech support is good through direct forum, admin side makes a lot of mistakes
same package available elsewhere for 35% less
nothing special anymore, not keeping up with prices, support not what it used to be
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Long time customer, just got tired of paying too much for service available from several other vendors for much less money. Not the same as it used to be years ago, can't even get a cancellation done correctly. Sorry to go, but nothing stays the same forever, including ISPs. And the new, cheaper connection actually is performing slightly better than Tek's was, contrary to the naysayers who still think Tek is the only way to go. Sadly, it's not anymore.

member for 16.1 years, 1584 visits, last login: 2.8 years ago
lodged 5 years ago


TSI Leanne
Premium Member
join:2013-10-25
Chatham, ON

TSI Leanne

Premium Member

Review by jdoe71

I am very sorry about the experience you have had with us. We will pass on your feedback and review what happened so these mistakes can be fixed going forward.

Anon689e9
@24.86.143.x

1 recommendation

Anon689e9

Anon

So who did you go to?

If its as you say and there are other options, who did you switch to?
jdoe71
join:2008-02-07
L0L0L0

jdoe71

Member

Re: So who did you go to?

Carrytel. And they've been flawless, so don't believe the boobirds.

Rewstama
join:2006-11-20
canada

Rewstama

Member

Re: So who did you go to?

How did installation go? I've been thinking of switching from Tek to Carry myself for the same reason. The difference in price would allow me to upgrade to the next tier too.
jdoe71
join:2008-02-07
L0L0L0

jdoe71

Member

Re: So who did you go to?

It was insignificant, happened exactly the way it was advertised.

Review by GGR See Profile

  • Location: Montreal, QC, Canada
  • Cost Contract price not specified.
  • Install: about 2 days
Correct.. when they configure modems properly
Poor customer service and loss of time
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I'm very disapointent because I lost 2 days with Teksavvy before they properly configure my cable and voip connections when moving from Videotron.

If you're not that technical, stay away from Teksavvy (or learn fast 'cause you're going to need it!).

Their customer service is poor and line waiting is too long for simple issues (average of 30 min. each call). I had to contact them via chat because their phone system was down... and they weren't aware of it. I spoke to about 6 different people and sometimes received contrary indications.

It took 4-5 calls to setup the modem cable activation properly.
It took 3 calls to configure my VoIP modem so the ghost calls in the middle of the night would stop.

I work in the IT support business and I have to say that I'm far from being impressed. I offered Teksavvy to recover for the false start but their answer simply added to my frustration.

So I wanted to share my experience so people could make an opinion for themselves.

Bottom line : they are not that savvy and different... in a bad way!

member for 6.3 years, 1 visits, last login: 6.3 years ago
updated 6.3 years ago


TSI Joseph
Premium Member
join:2015-04-13
Chatham, ON

1 edit

1 recommendation

TSI Joseph

Premium Member

Review

Hello GGR See Profile,

I'm sorry to hear about your terrible experiences with getting everything setup and working properly. I'd like to review your account to see why this happened so that we can prevent it from happening in the future. Could you please post in »/forum ··· avdirect so I can get your account info?

Regards,

Joseph

Review by snikolac See Profile

  • Location: Hamilton, ON, Canada
  • Cost: $47 per month
Friendly sales service
Intermittant connection
Not worth it
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Intermittent service. Internet slows and stops all the time. Several times, I have called tech support and after a lengthy wait, someone will run through tests with me, but nothing is ever resolved. It's just not acceptable.

I am trying to cancel and have been on hold for an hour.

member for 6.6 years, driveby review (so far)
lodged 6.6 years ago


TSI Jonathan
Premium Member
join:2011-08-24
Chatham, ON

TSI Jonathan

Premium Member

Review

Hi snikolac,

I'm sorry to read about the service troubles you are experiencing. We'd be happy to investigate this further with you if you don't mind opening a thread in our direct support forum:

»/forum ··· avdirect

I'm hoping that you were able to get through on the phone and receive some assistance. If not, don't hesitate to reach out to us.

Thank you,

Jonathan