| [Cable] really need help with teksavvy cable i have been using teksavvy cable for about 2 years now, and didnt have any issues with it until december of 2011. i havnt been able to connect to teksavvys cable service since rogers started doing their network upgrades on the scarlett poi just before the christmas holidays.
i have already swapped out my modem three times. i originally had a dcm475, then i switched to a sb6120, and now again im back with a different dcm475 (these swaps were all at the request/suggestion of teksavvy technical support).
almost every time i speak with a teksavvy technician (i call for status updates almost every day) i am told that rogers cant see my modem online.
i have had a rogers technicians come to my house twice already since december 2011 to check for RF issues and there was never a problem with the line. the rogers technicians even connected their own rogers provisioned modems and were able to connect to the internet with their modems using my line without any problems.
i have tested my last two modems at a friends house who also has teksavvy cable internet service, and the modems have always worked flawlessly at my friends house. my friend is also afaik located within the scarlett poi. afaik im the only one left who was originally affected by the dhcp outtage on my poi to still not have service.
i spoke with a technical support manager at teksavvy about a week ago who supposedly escalated my ticket to teksavvys escalations department, but since then judging from the response that was received from rogers the issue was reopened as a new ticket by a teksavvy technician (not a manager), and now im back to square one of having to explain to every teksavvy technician every time i call that its not a problem with my modem(s), its not a problem with the line signal, and its not a problem with the provisioning (since my modems works at someone elses house).
i am seriously at my whits end, and i feel like the only thing left for me to do is to cancel my account. making a post on this forum is pretty much my last resort. right now i am using free dsl that teksavvy has provided for me until the issue is resolved, but its already been over a month and im not sure how much longer that will last. i have spent maybe 20 to 30 hours on the phone with teksavvy for the past month or so just trying to resolve this issue. not to mention having to spend the time to go out and buy new modems, and also wait around for rogers technicians to come to my house.
my question are, given the details that ive provided, does anyone have any suggestions of what i can do to get my cable internet working again or does anyone know enough about how cable internet is managed between teksavvy and rogers for me to give some sort of suggestions for what to look into next time i speak with technical support?
the support of a knowledgeable forum mod would be greatly appreciated. |
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 elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand | Do at the very least get the Rogers Walled Garden?
When you say that the Rogers techs put their provisioned modems online and it worked,does that mean you can get to say Google? |
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| by walled garden i assume you mean the rogers "start page" that indicates that my modem has not yet been provisioned. i did get that page on my current dcm475 for a couple of days before the provisioning ticket was completed by rogers. since then though i no longer get that page and my modem is basically stuck trying to pick up an ip.
the first rogers tech that came over early january tried two different rogers provisioned modem and judged by the light patterns on the modems that they were fine.
the second rogers tech that came a little over a week ago had his laptop with him and was able to browse the net using his own rogers provisioned modem, but not mine. (pretty much ruling out that its a problem with my computer(s). |
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elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand Reviews:
 ·Cybersurf Intern..
| said by glacius:by walled garden i assume you mean the rogers "start page" that indicates that my modem has not yet been provisioned. i did get that page on my current dcm475 for a couple of days before the provisioning ticket was completed by rogers. since then though i no longer get that page and my modem is basically stuck trying to pick up an ip.
the first rogers tech that came over early january tried two different rogers provisioned modem and judged by the light patterns on the modems that they were fine.
the second rogers tech that came a little over a week ago had his laptop with him and was able to browse the net using his own rogers provisioned modem, but not mine. (pretty much ruling out that its a problem with my computer(s).
It sounds like Rogers split the node, and hasn't loaded in Teksavvy's IP's or you are still pointing to a wrong node.
The reason Rogers modems work is because they are getting Roger's IP's not Teksavvy's
This not a modem problem, this Rogers playing games and the folks at Teksavvy are not paying attention.
Read this thread
»[Cable] cant get ip ( yonge and eglinton)
There are probably more but it's tough to find, it's an active forum
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No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake....... |
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| okay well thanks for the reply. i read through most of the thread that you linked and i can see how it applies to my situation.
i guess the problem is that rogers is really unwilling to acknowledge my issue through teksavvys support system.
so my question is now basically what do i do about it? do you think theres any chance rogers will resolve my issue if teksavvy keeps the pressure on or am i wasting my time calling in every day?
should i just switch to dsl or wait it out hoping that eventually rogers will clue in and fix the problem?
bear in mind that im probably the only person (afaik) on the scarlett poi having this issue so its probably not something rogers has on the top of their to-do list... |
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elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand | Send a pm to tsimartin and point him to thus thread.
Start demanding a refund for non service.
Finally take your business elsewhere if they can't fix it. |
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 TSI PaulEscalations, Error and RecoveryPremium
join:2009-09-28
Chatham, ON
kudos:4 | You could also post in the Direct Forum and we can help troubleshooting on there as well.
Thanks,
Paul |
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 TSI MartinEscalations - Social MediaPremium
join:2006-02-23
Chatham, ON
kudos:11 | reply to glacius
Looks like you're back up! |
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elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand Reviews:
·Cybersurf Intern..
| reply to TSI Paul
If you actually took the time to read about his problem, you'd see he's been in touch with your tech support to no avail. I have nothing to do with TSI and 5 minutes of troubleshooting pretty much confirmed what the problem was, yet it's taken over a month for your company to even identify the problem, and your solution us to post in the direct forum?
No wonder your companies reputation is sinking!
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No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake....... |
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