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I will be sure to send this to our training department to make sure all of our techs are up to par. We realize and understand that many things here at TekSavvy need improving during our growing phase and we are working on each issue one step at a time. These reviews certainly help to let us know where things need to improve.
As for the intermittent disconnect issue, we are tracking these affected users and gathering all the information we need to send this off to Rogers to have it looked at on a wider scale, to avoid the possible charge you were speaking of. I am just about to send this off to upper management and escalations and need as many names as possible to build a strong case and have this resolve. If you haven't already, could you please post in the direct forum with the following information so that we can add you to the list as well:

Account details, trace routes, modem MAC ID, ESN(Customer Serial #), firmware version and signal levels(Upstream/Downstream Power Levels and Signal to Noise Ratio).

Thank you,
TSI Joel - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )