how-to block ads
|
next review in page
Review by ouimet05 
member for 18 days, 2 visits, last login: 14 days ago
updated 17 days ago
 Toronto,ON
 Contract price not specified.
| Pre Sales information:
Install Co-ordination:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
My experience with teksavy was a nightmare. They sent a Rogers technician to my home on May 22, a week after I placed the order. He asked me to wait 15 minutes or so to get connection, I waited whole night and nothing. I tried to call teksavy, and waiting time was killing me so I gave up. Next day, I called again, after long waiting, finally went through. A technician asked me to do some trouble shooting, it turns out something wrong with Rogers, so he asked me wait 24 to 48 hours. After weekend, I called again, they asked me to wait another 24 to 48 hours. Two days later, I called again on May 28, still asked me to wait 24 to 48 hours, I decided to cancel, they told me I cannot get my money back until they finished the investigation, and told me problem will be solved with big chance in next 24 to 48 hours. I wait another 2 days, May 30, finally somebody called me and said problem is solved. Unfortunately, when I got home, still same thing, no connection. I called them again, after another long waiting and trouble shooting; they said I have to wait again, so I decided to cancel. They told me I cannot get the activation fee back even though it seems to me nothing is been activated. I asked them how long I should wait, the guy told me he does not know, what a business.
Comments:
 | | Review Hello,
Thank you for your review.
I do apologize for the trouble you have had getting your service activated. This is not the type experience we want our customer to have. I would like to look into this further for you. Could you please post your account information in the » TekSavvy Direct forum.
Thank you,
Taunia | |
| | | Review update Hello,
Thank you for posting in the direct forum and giving me the opportunity to look into this for you.
I have investigated this further and have replied to you direct post with details of what happened with your account.
Based on what I have discovered I am happy to inform you, that you are entitled to a refund of the activation fee. I have contacted our accounting department to have both the first month and activation fee refunded to you.
I apologize for the experience you have had with Teksavvy. This is certainly not the type of service we want our customer to go through.
If there is any else we can help you with, please let us know.
Thank you,
Taunia | |
| | Reviews:
 ·TekSavvy Cable
|  Re: Review update
I just replied to you in direct forum, and I repeat here that I am impressed with the quick response. If teksavy can have the same quick respons over the phone, I will be happy to use teksavy again in future. After all, I had very good experience with teksavy a year ago.
Thanks again,
Min | |
| | | | | Re: Review update Hello Ouimet05,
Thank you for the response. I can assure you were working diligently to decrease the wait times for our customer's while calling us. We do understand it is frustrating to call us currently with the wait times.
We do hope to see you as a customer again in the future.
Thanks again for taking the time to write to us.
Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee | |
| | | |
| |
 | next review in page (previous review)
Review by pldube
member for 2 years, 306 visits, last login: a few hours ago
updated 66 days ago
- Quebec,QC
- $98 per month
 about 14 days "illimité!" "rien trouver encore de mauvais chez TSI"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
Après 12 ans chez Vidéotron, j'ai fais le meilleure changement possible ! 30 Mbits illimité! 3x plus rapide et 6$ moins cher que le 8 Mbits illimité du Vidéotron Affaire.
Update 2013: Augmentation de 20$ quand les autres ont seulement 3$ d'augmentation pour le même forfait (vitesse et limite)
Comments:
| next review in page (previous review)
Review by Void_Rift
member for 75 days, 3 visits, last login: 68 days ago
updated 70 days ago
- York,ON
- $70 per month
- about 7 days
- "Unlimited Bandwidth"
- "Constant Disconnections without any reliable help"
 "Not worth the investment"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
Our plan is the 28/1 Unlimited plan, after moving from away from Rogers. My family had Teksavvy for more than a year now, and after 6 months of reliable internet, the internet became completely unbearable. the connections drops every few minutes and takes a long time to get working again. Not only that, the connection speed drastically changes every time, from half the advertised speed to speeds, comparable to a dial up connection. The internet couldn't last half an hour on any time of day without any problems, leaving myself no other way but to seek a more reliable internet option which I can get from my phone tethered to my computer or from a free public hotspot. We had reached help many times in hopes of straightening this out for 4 months now, alternating between help over the phone and scheduled tech support coming over to solve the issue. Both support leaves without any progress.
Comments:
| | Response Hello Void_ Rift,
I’m sorry to hear about your connection issues. I absolutely would like to look into this for you so we can diagnose what is happening. Would you be able to send me your account information in the Direct Forum »TekSavvy Direct ? That way I can look into this a little further for you?
Thanks again
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee | |
|
| |
| next review in page (previous review)
Review by SKBrampton
member for 136 days, 6 visits, last login: 80 days ago
lodged 88 days ago
- Brampton,ON
- $45 per month
- "It has been EXCELLENT for 3 to 4 years at my previous address in Brampton in L7A postal code"
- "I am only getting the speed of 3 to 7 Mbps download speed but I am subscribed for 18Mbps"
- "I am looking for another ISP provider as HelpDesk isn't getting my problem nor investigating my problem"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
Since January this year I have been having incredibly slow connection to the Internet even though I have been subscribed to 18Mbps. The speed stays between 3 to 7 mbps and sometime it is even lower than what I said here. I can't load any page when it goes really down.
I called the Teksavvy and talked to someone at the Help desk who had me go through the following: power cycle the modem, had my computer direct connect to the cable modem, had reset / factory reset the modem, had me ping many addresses 50 times and the to send the results to Teksavvy. I was told that there seems to be a problem and they will have Rogers to investigate and also had me book an appointment if a tech needs to visit my place.
Few days passed, no calls back from anyone. I called back and I got someone else who had no clue of what went wrong and no details what I have been through. So I had to go through the same thing again and was told that they will contact me back BUT nothing happened.
Weeks and another week passed, called them back and I got very frustrated. The help desk was still telling me that the problem was not on their end and it was on my end. While I was on the phone with them the download speed came back to normal. When I say normal it usually stays between 18 to 25 or 30 Mbps.
Two months passed and I am back on the same boat again. I have been a happy customer for the last 4 years but it can't stay happy forever.
Please let me know if there's another ISP I can choose (not Rogers or Bell)
Thanks for the understanding.
Comments:
| next review in page (previous review)
Review by zetec452
member for 1.7 years, 37 visits, last login: 78 days ago
updated 89 days ago
- undisclosed location
- $42 per month
- about 14 days
- "Good price, mostly decent service."
- "Growing pains. Lack of communication when things break."
- "80% of the time everything is fine."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
UPDATE: 19/03/2013. For the second time in two months my connection has been down for over 12 hours. The incident with car accident and fiber is unfortunate but very disruptive. As of today I've had no internet since 8:30pm and as of this morning it is still down. Unfortunately I'm in a position whereby I feel another provider will provide a better service.
Further Edit: It appears this latest issue is the result of DHCP issues. DHCP issues seem to a fairly common to Teksavvy, researching on the forums illustrates DHCP issues for at least 12 months.
UPDATE: 03/2012. Well unfortunately I seem to be having more problems with Teksavvy. My connection will disconnect every 2-4 hours. A very standard ticket response asking if I had TCP/IP installed and whether my computer was installed in it's original location was frankly pathetic. Unfortunately I am losing confidence in Teksavvy's ability to provide a good cable service and am seeking alternatives.
Final reivew of my ticket was to keep an eye on the logs and provide them feedback. No offer of extra help or recognition of any form of problem. Very unfortunate. They have grown too fast and have lost the customer service they are renowned for.
__________________________________________________________________
Teksavvy were really great until recently with issues in the London area (and other areas). They have demonstrated very poor customer communication in dealing with these issues, in which the default answer is "blame Rogers". Customer support has been OK with some long wait times in busy periods.
Teksavvy are going through some growing pains and I hope the management team improve customer communication and business planning as so they can try and avoid the issues recently experienced. It appears that Teksavvy are overselling and having to order upgrades via Rogers causing slowdown's in peak hours. Some stop orders have been seen and while I appreciate new business is key I would hope Teksavvy are forecasting upgrades in a more efficient manner going forward for existing customers.
Upon ordering I was not advised that I would start paying for the service right away. Unaware of this I waited 14 days for my previous internet connection to end prior to starting with Teksavvy. Had I known I was paying for the Teksavvy service anyway I would have requested a earlier installation date.
The order process other than that was concise and professional. Installation went smoothly with a Rogers tech attending site to ensure the cable connection was OK.
Comments:
 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | growing pains Hello,
Indeed we have been having growing pains. We've been putting lots of pressure on Rogers to keep up with our demands. Unfortunately they're having a hard time keeping up with us. In the past 2 months we've added over 100 new employees. Things are also being restructured within our offices. So as much as we would like to get all changed in the next day, it's something we are looking at but takes time to do it right.
If your service started later then expected then your billing should have been adjusted accordingly. Keep in mind we are a prepaid service.
Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) | |
| | Reviews:
·TekSavvy Cable
| Re: growing pains Hey Martin,
Thanks for the response.
I do sympathize with you in that Rogers cannot keep up with your increased growth. However, I do feel that it is up to Teksavvy to manage that growth and factor in the network and hardware capacity required to support growth, new customers and planning with or without Rogers.  .
It does take time to do it right and everyone is learning. I don't think it is entirely fair just to blame Rogers for not acting quick enough that's all (I'm sure there are some business politics at play between you and Rogers, it happens unfortunately!!!!).
I am aware you are a pre-paid service, unfortunately I wasn't aware or told at the time of ordering. Not a huge deal but it would have been nice to know instead of paying for 2 weeks service I wasn't going to use.
All in all you guys are doing a great job and it is great to see you taking customers from the big guys and proving a great service at good prices. I'm sure the growing pains will decease as the business gets better and better and I wish you all the success. . | |
|
TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | No tickets Hello,
Thanks for the feedback & review. I'd like to first bring up that we have never had the opportunity to open a ticket for your issues.
If you would please continue the troubleshooting we have going with you in the Direct Forum... There hasn't been a conclusion brought up yet.
The TCP/IP properly installed is to ensure that the disconnections aren't related to DHCP being improperly configured on your system. Seeing you test from a router & not a computer, I'd see why this would not be important to you. Asking if modem is it's original location, is to confirm if you've moved something or started using different cables. These are standard questions that may contain more meaning then the eye can see.
Please continue the troubleshooting in the Direct Forum.
Thanks,
Martin
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) | |
| TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Cable woes. Hello,
Very sorry to hear about your issues.
Would you mind sending me a PM? TSI Martin
I'll have a look at your situation.
Regards,
Martin | |
|
| |
| next review in page (previous review)
Review by troisquatre
member for 204 days, 3 visits, last login: 201 days ago
updated 204 days ago
- H2b
- $44 per month
- "3 weeks no install"
- "Maybe good if I can be installed"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
Went online ordered the service the 6 th and ordered for an install on the 14 th.
Called the 14 th asking why I didn't get installed, they said we will get back to you probably the 19 you will get your install date.
Called back the 19 th no date yet they is an issue with videotron call back tomorrow. (my modem serial was not entered correctly)
Called the next day the 20 th we will get you an install date by tomorrow the 21. Called the 21 th please call next week the 27 th ...
So thats more than 6 call just for an install.
People on the phone we're correct not long waiting time but then again I would prefer an install date instead of this waiting and calling for absolutely nothing moving. Will update with better rating as soon as I can test the service.
Comments:
| next review in page (previous review)
Review by telecia.knight
(review was emailed from domain gmail.com)
lodged 204 days ago
- L4C2T
- $28 per month
- "Price"
- "Service, Customer Service, Long wait times"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I joined Teksavvy due to the affordable prices and reviews of great
customer service. Shortly after joining I was not able to connect. I called
Teksavvy technical support to discuss. The voice recording stated that
they were experiencing connection issues in my area and they were trying
to address the issues as quickly as possible. The recording also mention
how to reset the modem to see if it would resolve the connections issues.
Due to the message provided I disconnected the call and waited for them to fix the issues. I tried reset the modem to no success. Two days following I would reset my modem when I came
home from work I would reset to no success.
On the third day I reset and my internet started to work. I then called
customer service to find out if they would be crediting the account for the
days I was without service. The customer service agent explained that the
issue was resolved that day. I would not be eligible for a credit on my
account as I did not speak to technical support about my loss of service
as a result they are not aware of how many days I was without service.
I asked the rational of advising customer via recording that they are
experiencing service difficulties in their area if the expect them to
remain on the line. He agreed that he understood my rational but it is
beyond his control. I asked to speak to the Customer Service Supervisor.
They stated that the CS Supervisor wouldn't be able to assist as it is
related to a Technical Support.
I spoke with them to no success I attempted to cancel due to the cancel
service and inquired if I could return the modem as I only had it for
approximately 2 weeks in order to reduce my out of pocket cost due to the
up front fees associated with signing up with Tekksavy. Please noted 2
weeks is a reasonable return time for most retailers. She then mentioned a
slew of fees that weren't mention at time of purchase.
The service might be much improved if Teksavvy technical support team
sticks with repairs instead of attempting to following up with Customer
concerns. To make matters worse the speed which I use to get with our
internet has greatly depleted.
Both calls resulted in a 45 minute wait to even speak to an agent.
Do your research, I stay because of the equipment purchased and upfront fees that I would be out off. I have the cheapest internet plan so the credit to my account would of been less than $5. Its not the amount its the mere principle. As a result of their poor service my mother has decided to go with Comwave for internet provider.
Comments:
| | Your review Hello telecia.knight,
Thank you for taking the time to write this review. We definitely appreciate the feedback and I can understand how frustrating that must of been. What I will forward from this review is that we should add in our recording when outages happen that if you are still experiencing issues after 24hrs to contact us again to see if it is still related. If you could PM me TSI Jonathan your account information, I would like to use it as an example.
For the wait times, it is something we are aware of and we just hired on 20 more representatives to assist with that and even opened a new office in Gatineau where we will have an additional 12 more representative there for now.
Again, thank you for taking the time to write this review. It definitely helps us to see where we can do better in the future.
Thank you,
TSI Jonathan
--
Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc. | |
|
| |
| next review in page (previous review)
Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 207 days ago
- Purgato
- $70 per month
- "Hasn't gone down but once every few months"
- "1/2 the advertised bandwidth, inept and argumentative support staff,"
- "1/2 the advertised bandwidth"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I've been told on numerous occassions that the speeds listed are: "up to"
and that they are legally covered. However, I consistently get 1/2 the
advertised bandwidth and have been told over and over by different reps
that this is perfectly okay. They keep emphasizing "UP TO". I've probably
submitted 20 line speed tickets and none of them has resulted in any action
or change. Add to that the amount of time that you spend on hold and that's
probably 20 hours of my life I'll never get back and half the time they
mess up the ticket. Another thing is how they respond to "updated
tickets". They send out a generic email saying "call us if anything is
still wrong" and of course it always still is, but you have to wait another
hour on hold just to find out that the last rep messed up your ticket.
Comments:
| next review in page (previous review)
Review by emmydorie
(review was emailed from domain gmail.com)
lodged 208 days ago
- L1J1H
- $45 per month
- "Very reassuring"
- "Terrible service, understandability, and LIES"
- "No one new what they were talking about... refund took 2 weeks"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I called Tek Savvy to install cable internet service in my house.
I set up the account online and pre-paid $219 for the service, installation
and modem. I never received any payment confirmation or indication my
account had been processed, so I called in. I was told no one contacted me
because they were looking to see if my area was serviceable. I was assured
it was, and that I would be receiving confirmation as to when a technician
will come by to install.
Literally the next day, I get a call from Tek Savvy stating that my area
was, in fact, NOT serviceable for cable internet, and that my only option
was DSL, and since I didn't have a house phone line, it was an extra $15 a
month. Needless to say, I was not interested in this and proceeded to
cancel my account. I asked how my refund would be handled, and I was was
told it would come back to me the same way I sent it in, via email. I was
told to expect it in my account within 2 days. 3 days passed and the money
never came. I called in to inquire about the status of my refund, and I
was told that they only issue refunds via cheque, and the cheques only get
written on Fridays. I have to wait 2 weeks for a refund of service that I
never even received.
I AM SO PISSED. This has been the worst experience of my entire life. I
was so looking forward to having Tek Savvy service, so this whole
experience has been disappointing at best. I am embarrassed for them.
It's service and BS like this that send people to Rogers and Bell. Shame
on you Tek Savvy.
Comments:
| | re: your review Thank you for your comments. We definitely do not want the sign up experience to be like this. Can you please email your information to sm@teksavvy.com ? I'd like to have a look at the situation and see what can be done.
With regards to the serviceable issue, I'm sorry that things were not clearer. We do have access to many areas, but there are certain areas of Rogers' and Bell's footprints we do not have access to as of yet and that may be what happened in your case. I apologize that this was not communicated to you clearly.
Thank you,
Danielle
--
TSI Danielle
Social Media Relations
Teksavvy Solutions Inc.
| |
|
| |
| next page (previous review)
Review by zaphodd42
member for 229 days, 0 visits, last login: 229 days ago
lodged 229 days ago
- Kitchener,ON
- Contract price not specified.
- "price, rest TBA"
- "No Internet yet"
- "TBA"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I joined Teksavvy for the cable 28 pkg on Oct. 26, the same day I cancelled my other cable service. When I signed up, there must of been some miscommunication between the sales rep and I, and the switchover(installation) wasn't as smooth as I expected.
Then a supported modem wouldn't work, so ordered and received Thomson 476 from them.
As of Oct 31, intermittent connection, and about 6 hours now spent on phone with tech support.
Will update and advise on how it goes!
Comments:
|
|
·
