sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
edit:
October 3rd, @03:43PM
| Proactive work - Bravo!
It's not every day a company contacts you and says your line could run better than it is, and then issues tickets to Bell to fix it, and then follows up with a phone call after to verify what they've done!
Bravo guys! Bravo! |
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R0CKY
TSI Rocky
Premium,VIP
join:2005-05-19
Chatham, ON
| 
The massive changes we've been making over the last few weeks should start becoming visible. Glad to see we could help you!
Rocky
--
TSI Rocky - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )
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nanook
Premium
join:2007-12-02
 ·Bell Sympatico
·TekSavvy Solutions..
edit:
October 3rd, @03:53PM
| reply to sbrook
You got one of these too?
quote:
Subject: [Ticket#2008********] DSL Connectivity - possible issues
Hello Mr. ********,
In an effort to improve your internet experience with TekSavvy we are now actively monitoring our client's connections and attempting to increase quality and performance where and when we can.
In researching your connection we see that you are on what we call a 4M profile (4032/800). You are getting 'full sync' meaning that your DSL modem is taking full advantage of the line/profile.. However it appears there may be an intermittent sync issue.
Based on preliminary results it seems the issue may be related to something physical on your end. Such as modem, filter, phone, jack(s), and/or the cable that goes from the modem to the wall jack. If you happen to have another modem you can test with you should give us a call and hook it up so we can see the stats with that modem connected.
Thank you for your patience and understanding as we work to
improve your service.
Please call us at 1-877-779-1575.
Steve
TekSavvy Support Team
All I ever got from Bell was some bozo trying to sell me something I did not want or need.
What a refreshing change  |
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AMailer
Aaron DM
join:2004-04-03
Burlington, ON | Ah I await the day that email comes my way. But pretty awesome  |
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tertech
join:2008-04-12
Ottawa, ON | reply to sbrook
Are they going alphabetically through their customer list?
If so, I'll have to wait a while 
They'll puke when they see my line stats and frequent re-synchs! |
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R0CKY
TSI Rocky
Premium,VIP
join:2005-05-19
Chatham, ON | Filtering out against Line Quality. If yours is bad, we'll be getting to it shortly!
Rocky |
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good2see
@videotron.ca | Great job Rocky.
Thumbs up! |
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Quake110
join:2003-12-20
Ottawa, ON | reply to sbrook
Hey Sbrook, you finally have DSL now? |
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Soiduts
join:2002-04-02
Ontario
·TekSavvy Solutions..
·Bell Sympatico
edit:
October 3rd, @05:47PM
| reply to sbrook
I was also upgraded to a higher profile with Fastpath last night and received a call on my answering machine from a Teksavvy employee wanting me to call back to confirm the upgrade. I was pleasantly surprised that both the speed and ping times were significantly better.
Now that's what I call service after having dealt with poor customer service with Bell the last few years. Currently getting 12ms to Google.com, down from 30ms.
Thanks for the good work, greatly appreciated. |
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bexol
join:2004-03-27
Canada | reply to sbrook
I'll be impressed when I get call telling me that there's a six pack of heineken in the mail for me |
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Scoop
join:2006-08-05
Kanata, ON
·TekSavvy Solutions..
·Velcom
| said by bexol  :I'll be impressed when I get call telling me that there's a six pack of heineken in the mail for me Same here! |
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MIghtyCicero
join:2008-04-19
| reply to sbrook
That's great! Nice policy!
Rocky, what are you looking at when filtering? Just asking if I would "register" in your filters. Here is my particular situation.
I'm on a 6mb profile with a CO under my chair but I'm on with interleaved so I got a base 50ms ping on first hop. I'm hesitating because losing 1mb vs gaining 50ms... dunno yet but web is sluggish when it needs lots of small connections. Any news on 6mb availability?
Also, with Bell and its future 60gb cap on wholesaler...if it comes true. So, if I would go from interleaved to fastpath would I become a "new client" and subject to that if i ever make up my mind?
Thanks,
sorry don't want to high jack the tread.. |
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Scoop
join:2006-08-05
Kanata, ON
·TekSavvy Solutions..
·Velcom
| reply to sbrook
said by sbrook :It's not every day a company contacts you and says your line could run better than it is, and then issues tickets to Bell to fix it, and then follows up with a phone call after to verify what they've done! Bravo guys! Bravo! I thought you had Rogers? |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | I have Rogers at home ... can't get DSL. But I pay for connections for my kids in college/uni. and they're on teksavvy DSL. |
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David_T
TSI, here I am
join:2006-09-01
Oakville, ON
·TekSavvy Solutions..
 ·Cogeco Cable
| reply to sbrook
Awesome! This is what I like to see
That being said...
"In an effort to improve your internet experience with TekSavvy we are now actively monitoring our client's connections"
Is that really the best wording? I can see people misinterpreting this and picturing TSI staff munching on timbits as they look through our browsing history lol |
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agreed
@videotron.ca
| said by David_T :"In an effort to improve your internet experience with TekSavvy we are now actively monitoring our client's connections" Is that really the best wording? I can see people misinterpreting this and picturing TSI staff munching on timbits as they look through our browsing history lol haha yup. When I read that the very first thing I thought of was this bell classic:
»www.youtube.com/watch?v=VcP3V9bgUoI
Maybe different wording is called for? like, we are actively running corrective quality control measures to find and pursue problems before occurrance?  |
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salamence502
join:2008-04-04
| reply to tertech
said by tertech :Are they going alphabetically through their customer list? If so, I'll have to wait a while They'll puke when they see my line stats and frequent re-synchs! Yeah, mine too :P
Great work Rocky, you rock! (get it? ahahahano. :P) |
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R0CKY
TSI Rocky
Premium,VIP
join:2005-05-19
Chatham, ON
| reply to David_T
said by David_T :Awesome! This is what I like to see That being said... "In an effort to improve your internet experience with TekSavvy we are now actively monitoring our client's connections" Is that really the best wording? I can see people misinterpreting this and picturing TSI staff munching on timbits as they look through our browsing history lol Hehehe.... funny.
The wording wasn't a templated one... At least not one that was approved for interpretive anythings.... Steve has been heading this portion of things to make sure we try and catch whatever we can to better their line profiles.
The next portion will also answer MIghtyCicero's question...
When using the words monitor, what Steve was talking about is our running a filter script to see everyone's profile results as they would be seen from Bell's lantern. From there we automated things to filter out and catch the crappy account profiles so that we can try and fix them. We look at Profile templates to see if they match with the standard profiles (if not, they are considered unstable); RCO is considered and SNR as well.
From there Steve has an uncanny ability to interpret things.... He's able to look at the RCO, SNR, Power, block count and distance readings to get a sense of where the problem is (Bell or Hardware, etc...).
So monitoring is nothing of the data itself.... It's all from a physical perspective to try and maintain a healthy connection for our clients.
Rocky
--
TSI Rocky - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )
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Scoop
join:2006-08-05
Kanata, ON | What you're doing is awesome Rocky. Well done. |
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Quake110
join:2003-12-20
Ottawa, ON | reply to R0CKY
Wow... don't know what to say...
That's another level of customer commitment I've never seen yet from a company whether it's Rogers, Bell, Primus, Fido, insurance companies... |
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