I had the same problem
I had the exact same service, as if you wrote exactly what I was going to say word by word.
And when I finally got the doush bag on the phone, you can only reach them after 6 PM to 8 PM , any other time GOOD LUCk, I received the WORST ABSOLUTE service possible .
Not only they cancelled my internet and did not contact me at all the guy has the nerve to say I e-mailed you which is by passing CANADA's consumer laws that no billing information should be e-mailed and it is absolutely INCORRECT type of contact.
I have cancelled my account and they want to charge me for a month that I did not receive service and had disconnects almost all the time, this started after a year, I would get disconnects here an there, I even went and changed my router to make sure that it's not My router not being able to keep the MLPPP connection, I had them call BELL and they wouldnt even put a support call so I knew they are bunch of fucking scammers.
Let's not mention the fact that I had to fight with them at the beginning of my service to be able for them to bring me up to 5.0 MPBs .
Techsavvy had me at 5.0 no problems and after i switched to VELCOM they were telling me you don't get that in your AREA????
anyways one of the worst service providers I have ever dealt with , and I have dealt with almost every ISP provider for Toronto (Primus, Bell, Rogers, Techsavvy, Acanac. .. etc )
do not sign up unless you want a world of arguments and billing problems over the phone.
the worst part is all the disconnects and manual reconnects from the DSL router back to your LAN router, its fucking annoying, you would think you get DSL and not need to worry about it crashing every hour. (at least that's how it was with TEKSAVVY)
I DO NOT RECOMMEND THIS SERVICE AT ALL!!