trinity019
join:2008-04-30
Brampton, ON
| DSL Dry Loop Install Issues
I signed up for Teksavvy dry loop DSL and service was to be installed on 04/15/08. I have used Bell DSL in the past in three separate locations and have always had performance issues. I currently have Rogers and have never experienced any issues. I decided I would give DSL another chance since Rogers is now implementing the bandwidth cap and Teksavvy would save me more than a few bucks.
It has been two weeks and I still do not have DSL service installed. I have been in touch with Teksavvy tech support on several occasions. They have told me that Bell techs have worked on my line three times and have closed the work order all three times. I should point out that Teksavvy customer service has been very good at answering calls, but several times they have told me they would call me back to follow up with my issue and I have never once received a call back. And I have never received a follow up call from them either to see if Bell had resolved my connection issue. I feel like I have to keep chasing Teksavvy and they just tell me they keep escalating the issue with Bell.
By the way, I have had my friend who is with Teksavvy bring his modem over to my place and hook it up into the jack outside the house and there is no DSL sync, so I am pretty sure it something on Bell’s end.
So I have dropped $60 some bucks with Teksavvy for activation and first months service and $60 on a modem. And still no DSL. I think this is why I switched to cable in the first place.
Well I will keep trying for a bit longer, otherwise I will be asking for my money back and be out the cost of a modem.
** Cross posted on redflagsdeals.com ** |
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codecx
join:2007-04-16
North York, ON
 ·TekSavvy Solutions..
edit:
April 30th, @12:34PM
| **w00t to fellow RFD'er!**
It can be a pain, I know.. I went through the same thing.
Teksavvy was turned off at my old apt on March 28th.. and the Bell tech supposedly came 2-3 times and needed access to the new apartment, but I had never seen anyone come.. no phone call.. nothing..
I went 2 full weeks without internet.. I have VoIP with them so no phone either.... I run my own email server so, 2 weeks worth of bouncebacks as well.
Posting here is useful.. It will get attention. Getting in touch with the Helpdesk Manager, Rocky.. or someone else will help you out as well. They do care about their customers..
I hated having to contact Rocky directly.. I worked in a helpdesk environment for many years, and I loathed it when a preachy little user went over my head to complain about their service.. .. But, it was a necessity. I rarely call for support, and this situation needed to be rectified. After contacting him, lo-and-behold, my internet was up within 2 days after.
No offense to the helpdesk, majority of them are great. They will pretty much answer any question you throw at them, even if its just a networking question. I've had good experience with them for the most part.
However, there are a few reps that aren't willing to go the extra mile for you, and thats how you land in situations like this. Maybe they don't care as much, maybe its just a matter of them developing their user soft-skills...But its true.
Your situation will get fixed.. If all else fails, make sure everyone in the company knows you are having a problem. You'll feel like a complete pain in the ass, but someone will eventually get riled enough to call bell and tell them to get their work done properly. |
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hockeynomad
join:2007-06-19
Mississauga, ON
·TekSavvy Solutions..
 ·Unitz VoIP
| reply to trinity019
Trinity019, I assume one signs up for Dry DSL to take advantage of VOIP.
If you are, its tough at first, especially with incoming calls not coming in, or dropped calls, but eventually it is all sorted out.
les.net is one of a number of good and cheap VOIPs I hear. |
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trinity019
join:2008-04-30
Brampton, ON
| reply to codecx
I would agree that the times I have called Teksavvy support the reps were quite knowledgeable and seem to really want to help out. I just get frustrated when it always seems to be you chasing them for answers. Like you say, I hate feeling like a pain in the ass but sometimes you have to be in order to get things solved.
Because of my previous experience with DSL, I luckily didn't cancel my cable service, so I still have internet access.  |
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trinity019
join:2008-04-30
Brampton, ON
edit:
April 30th, @01:38PM
| reply to hockeynomad
I have been using Vonage for my phone service for over two years now. Can't say I am totally happy with the quality however the price was much better than Bell or Rogers, considering I was using cable internet.
If I can ever get the DSL working, it may make more sense to just upgrade to a basic Bell line and sign up for a long distance plan with a third party provider. The cost would probably work out very close to my basic Vonage plan and the quality would be much better. I am also looking at getting rid of my phone line altogether as I don't make many local or long distance calls and I am on a a great Bell mobility family plan thanks to the help of users at redflagdeals. |
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VE3SJK
Premium
join:2004-10-06
Port Colborne, ON
·TekSavvy Solutions..
| reply to trinity019
I guess these problems continue, my teksaavy service was supposed to be connected on Tuesday. Waited all morning nothing no cards to say a tech was out, demarc untouched.
Gonna be interesting what excuss they give as I worked for Bell for 20 years. I know all the tricks.
I don't know what kind of contract that TSI has with Bell for the installation side, but i would think that they should be more vocal with these problems as it directly effects their reputation.
I have been recommending TSI to everyone I know as of late but looking at the unlit DSL light on my modem isn't making me feel good.
Considering my address had 2 dry loops previously, it seems to me that Bell is playing a game here, at the expense of Teksaavy's reputation.
I would think that Teksaavy would have some kind of regulatory complaint system to speed up the response to Bell's installation service provided to them.
I noticed another thread that mentioned "Mistaken" Line card removals. As a C.O. tech for 20 years working with Rotary Switch #3 SxS, #5 xbar, and ending with DMS-100, i have to say it is pretty hard to accidently remove a line card in this way. Most of the system is dedicated and DSLAM cards serve more than 1 customer and would require a maintence window to replace if not actual dead.
If there is a pattern to this, then Teksaavy should be very vocal on behalf of their customers.
I wonder how many people that had these line card removal troubles got charged the $20.00 fee whenever Bell touches the line after the initial installation.
When a lot of your newest customers are Ex-Bell customers it's not wise to give them the exact same service they where getting from Bell, right from the installation.
Patiently waiting to see a bright Green DSL light. |
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hockeynomad
join:2007-06-19
Mississauga, ON | reply to trinity019
Trinity019,
Les.net offers VOIP at $8.88 per month. |
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VE3SJK
Premium
join:2004-10-06
Port Colborne, ON | reply to VE3SJK
I am happy to say that the DSL light is on and the service is working far better than the sympatico service was on the same copper.
Got a quick response from the TSI guys.
And now to get everyone else I know signed up to TSI. |
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trinity019
join:2008-04-30
Brampton, ON
| reply to trinity019
So within 24 hrs. of my post I arrive home to find a work order form in my mail from Bell. Says that the DSL problem has been resolved. Go into the house and look at the modem to find the green light on. Call up Teksavvy support because some default settings on my Speedtouch modem are not correct and voila...I am now up and running.
So I would like to think that this posting had something to do with it, but it could also be my persistance in calling tech support. Nevertheless, I much happier now and will provide a rating of the ISP once I have tried the service for a few weeks. |
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anclarke
join:2002-02-22
Embro, ON
| reply to trinity019
I'm having similar issues so I thought I'd post here. Please excuse me if I should start a new topic for this.
I have a new house being finished next week. As it's a new build there's never been copper run to the house before. I don't plan to get a home phone and would like to use Teksavvy with dry loop DSL.
I called Teksavvy to see if they can set me up but they said I have to get Bell to install copper and demarc first at the house.
I called Bell to set this up and they said there would be a $55 fee for this. Fine, I'll pay that but then they said that I had to also agree to at least a $22/month phone bill otherwise they wouldn't do the work.
Are they "allowed" to do this? Can I get someone else to do this work? What's the process for getting dry loop DSL from Teksavvy to a new house?
Oh yeah, the tech support guy from Bell seemed nice enough. He told me his name is Michael but everyone calls him Mike. He said the only thing that's going down for him is his paycheque, thanks to McGinty and Harper. The thing is, I'm about 95% certain this Indian-sounding guy is in India. I don't have a problem with Indians emigrating to Canada, and I don't have a problem with calling CSR reps in India as long as they can help me out. So why do we have to have Indians in India (apparently) being told by Bell that they have to pretend they're in Canada?
And people wonder why I don't like to use Bell...
Thanks,
- Andrew. |
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anclarke
join:2002-02-22
Embro, ON
| I'm adding on to my previous post with the resolution in case anyone else runs into this issue. The second rep at Teksavvy I talked to suggested getting a phone line from them, so then Bell would be provisioning a phone line. He said to keep the line for a month, then get rid of it and go to dry loop. It occurred to me though that if I have their phone line I'll save the dry loop fee, and have dedicated "bandwidth" for a phone instead of a VOIP phone, so I opted to just go with a phone from them.
Problem solved. By the end of next week I SHOULD have phone and voice set up at our new house
- Andrew. |
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