| reply to junkmail2002
Re: Teksavvy Cable - Connection Dropping every 4-8 Hours Teksavvy support opened a ticket with Rogers a few days ago and just called me with an update.
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Dave: Hi Sir, we have an update from Rogers, they just updated the ticket we opened a few days ago.
Me: So what's the update?
Dave: They ran some tests on the line
Me: So did they find any issues?
Dave: I can't tell that from their comments.
Me: So what should I do now?
Dave: Well monitor the connection and let us know if anything changes?
Me: So is what they did going to fix the problem?
Dave: We don't know sir sometimes it does, sometimes it doesn't
Me: So it's possible they didn't do anything?
Dave: We can't tell that from the ticket
Me: OK, I guess I will just monitor the link and let you know when, I mean, if it drops again.
Dave: OK Sir.
Me: Dave, do you know this is also happening to a whole bunch of people, I am not the only one.
Dave: Well I don't know about that sir.
Me: OK, I will contact you if it fails again. Thanks for the update.
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to paraphrase...there is something rotten in the state of Teksavvy. |
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| reply to junkmail2002
Its not the modem or the firmware.
It doesn't matter the modem or whats on it since this issue is not happening at the user level.
This is a issue with the equipment in rogers ownership and all we can do is wait for them to fix it.
No firmware upgrades to any modems is going to make any difference since there nothing wrong with the firmware as it is now.
Teksavvy clearly knows something is up since there is a whole lot of people complaining about this issue. |
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 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | said by Pharaoh11:Teksavvy clearly knows something is up since there is a whole lot of people complaining about this issue.
Our vendors have been told both on modem & line side & issue still didn't get resolved until firmware STAC.02.16 came out. Although there are plenty of people on STAC.02.08 who don't have issues.
Also, after multiple attempts at getting Rogers to push a firmware update, they still refuse to do so. We've been looking at other methods, such as getting the modem back from user & sending it to our Modem vendors for them to upgrade. Looking into getting a CMTS ourselves to do the upgrades. These have been ideas put on the table, whether or not they'll be considered to go forward... I don't know.
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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| said by TSI Martin:said by Pharaoh11:Teksavvy clearly knows something is up since there is a whole lot of people complaining about this issue.
Our vendors have been told both on modem & line side & issue still didn't get resolved until firmware STAC.02.16 came out. Although there are plenty of people on STAC.02.08 who don't have issues. Also, after multiple attempts at getting Rogers to push a firmware update, they still refuse to do so. We've been looking at other methods, such as getting the modem back from user & sending it to our Modem vendors for them to upgrade. Looking into getting a CMTS ourselves to do the upgrades. These have been ideas put on the table, whether or not they'll be considered to go forward... I don't know. I have my doubts thats going to fix the problem.
I seen this issue on every model of modem you sell and more so recently since the upgrades last month.
I got a tenant who has the 2.16 firmware and he gets disconnects just as everyone else does.
Not to mention i never had this problem tell the upgrades last month.
Hard to explain it away as a modem issue when it happens across the board .
I work in the business and something about this simply doesn't add up here.
Not saying you guys are hiding anything but there seems to be too much focus on one type of modem and not looking at this being a larger issue. |
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| reply to TSI Martin
Hi Martin,
I appreciate your candid response and here is my feedback as a user:
- It has been over a week since I opened the ticket and I've been asked to perform various tasks to help Teksavvy troubleshoot the issue. If there is a widespread problem out there, why not just declare it upfront and save everyone some time.
- Whether it is the modem firmware, something Rogers is doing or something on Teksavvy side, I am a user who at the end of the day has a problem with Teksavvy services. I pay you guys to make sure it's working and expect you to get it working in the shortest possible time. Since it sounds like this issue has been happening for several months, one could argue that you are not doing your due diligence to fix it.
The reason I selected to have my phone service, my DSL and now my cable internet service with Teksavvy is because of the "no BS" approach that your organization has historically taken. If there is an issue out there and you are not doing all you can to fix it, or worse, are trying to hide it. This would seriously impact my perception of Teksavvy. |
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| reply to TSI Martin
People with 2.08 do not have issues likely because they did not notice it or they do not bother to report it like myself. For me, the connection just freezes for a minute a few times a day, since I work from home, I notice the issue, and since it's only down for so short time, I hesitate to report it.
Does your vendor have any proposal on how to solve the firmware issue? I am surprised that it's like you guys begging the vendor for replacing the modems. |
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TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to junkmail2002
There was before Christmas a cluster of people having an issue in Brampton. But now we just seem to be having random people popping here & there with the issue. Were not saying that the issue these folks are having are not important. So we are trying to deal with these on a one by one basis.
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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Reviews:
 ·TekSavvy Cable
| Put me down as still having ongoing disconnects, happened again today and took about 30 minutes for it to come back. This is with a SB6120, I see most of the discussion on here has been to do with the Thomson DCM475 modems, so either my issue is completely isolated to my line or it's a more widespread issue that has nothing to do with modem firmware. I just wish it would get sorted because the downtime is getting to be a real pain in the arse. I'm on the Fallowfield POI if that's any help. |
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| reply to junkmail2002
This should help.
Before last month on the bloor poi i didn't have this issue other then a odd disconnect once in a blue moon.
After the upgrade last month this started happening.
So whatever the upgrade was its started this for my area.
Whatever was done to fix the dhcp issues you where having created this mess.
It shouldn't be too hard to track back and see what was done and then figure out from there why this is happening. |
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TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to schnauz
Hi Schnauz,
If you haven't called in or posted in the » TekSavvy Direct Forum, I'd suggest you do so. As your issue would definitely be an isolated case.
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to Pharaoh11
There were no upgrades for Bloor, so I'm not sure where you are getting this information from. |
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Reviews:
·TekSavvy Cable
| reply to TSI Martin
I did call in several times when I had that two day outage a few weeks ago, and while your techs were very polite, they didn't seem to have the tools (the difference between supporting a Rogers line vs. a Bell DSL connection) or the knowledge to help much. It came down to "Do you have another modem you can try?" (no, $100 for one modem is enough for me) or "Plug the modem's power directly into the wall-socket" (I fail to see how doing this vs. plugging into a UPS will help). A ticket to Rogers was put in but the modem finally reconnected about an hour before the Rogers tech was due to show up. My line stats are fine according to the TSI techs I had previously spoken with.
I haven't bothered to put in another ticket since the outages I've had since that two day one have all been short (15-30 minutes) and no one seemed to be able to identify any problem previously. I figured I'd be wasting my time sitting on the phone for ages trying to get through to only be told that everything looks ok.
Considering that what I've had happening is pretty much the same issue as other folks in this thread have (connection slows down to a crawl, then disconnects), I wouldn't have thought mine was an isolated case. Either way, I'll make a post in the direct forum if I keep having this issue if you guys think it's isolated one. |
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| reply to TSI Martin
said by TSI Martin:There were no upgrades for Bloor, so I'm not sure where you are getting this information from.
Upgrades probably the wrong term
Jan 19 2am to 6am maintenance.
What every was done created this issue as it didn't exist before that point.
I had the modem for quite some time and up till this point i not had this issue with large numbers of resets and suddenly its here.
Other tenant with 2.16 firmware has the same issues as mine with the 2.08.
Tenant upstairs from me has SB6120 same issue.
Its kind of hard to keep blaming it on the firmware when i didn't have this issue for the last year or so of owning this modem.
The fact that it only just started after the maintenance rather narrows it down.
Problem is when i point that fact out people keep going back to the modem!!
There a little too much focus on that one modem type and not enough on the fact this wasn't a issue for many tell changes where made.
A serious case of tunnel vision is going on here or someone would have noticed this issue was not present tell recent changes where made.
If i have to guess though i say its rogers doing i dealt with those guys enough to have white hair. |
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TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | The maintenance was done on our Core routers. Most folks affected would have been on DSL. We don't have access to the NODEs & CMTSs that could cause these issues. If you haven't called in I would suggest you do so. Or post in the Direct forum. If you can also provide the neighbours affected with the different modems that would be greatly appreciated as we would have ammo to go to Rogers to get this looked into. This looks more like a specific area issue rather then something wide spread.
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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| reply to schnauz
said by schnauz:I did call in several times when I had that two day outage a few weeks ago, and while your techs were very polite, they didn't seem to have the tools (the difference between supporting a Rogers line vs. a Bell DSL connection) or the knowledge to help much. It came down to "Do you have another modem you can try?" (no, $100 for one modem is enough for me) or "Plug the modem's power directly into the wall-socket" (I fail to see how doing this vs. plugging into a UPS will help). A ticket to Rogers was put in but the modem finally reconnected about an hour before the Rogers tech was due to show up. My line stats are fine according to the TSI techs I had previously spoken with.
I haven't bothered to put in another ticket since the outages I've had since that two day one have all been short (15-30 minutes) and no one seemed to be able to identify any problem previously. I figured I'd be wasting my time sitting on the phone for ages trying to get through to only be told that everything looks ok.
Considering that what I've had happening is pretty much the same issue as other folks in this thread have (connection slows down to a crawl, then disconnects), I wouldn't have thought mine was an isolated case. Either way, I'll make a post in the direct forum if I keep having this issue if you guys think it's isolated one.
I feel your pain.
There is a over focus on the modems and not enough on other causes.
I myself generally had only minor issues over the last 9 months or so after upgrading my modem.
Nothing too much beyond the norm you would expect.
On the 19th of last month they did maintenance to deal with the ongoing dhcp issues and i was down for a day..not unexpected.
Now i get many resets daily and they keep blaming the modem which has worked perfectly fine tell they did the work.
Who knows maybe the modems older firmware does have a flaw but its clearly not the reason for the resets since it hasn't been a issue for the 9 months tell they did the work.
Logic says if something works fine for that period of time tell you do maintenance thats its likely something to do with the maintenance. |
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| reply to TSI Martin
said by TSI Martin:The maintenance was done on our Core routers. Most folks affected would have been on DSL. We don't have access to the NODEs & CMTSs that could cause these issues. If you haven't called in I would suggest you do so. Or post in the Direct forum. If you can also provide the neighbours affected with the different modems that would be greatly appreciated as we would have ammo to go to Rogers to get this looked into. This looks more like a specific area issue rather then something wide spread.
I have and at this point i all but given up since its the same story every time.
Its the modem its the modem.
Totally ignoring the fact that i used a friends with the 2.16 firmware and it happens.
Totally ignoring the fact that this hasn't been a issue tell recently i never had this issue.
Hell i even posted last year that i had the dcm475 with the 2.08 firmware and it ran without issue.
But for some reason even though i completely ruled out the modem by replacing it with one with updated firmware and confirming that other with different modems are having the same issue it keeps coming back to the same thing.
Its your modem!!
Trust me that line gets really old really quick and getting anyone to acknowledge its may not be seems to be like finding Bigfoot. |
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| reply to Pharaoh11
Pharaoh11 is absolutely right about it not being the modem. I have the SBG6580 provisioned as a SB6120 and now its resetting maybe once or twice a day for about a minute. It has been rock solid for more than a year since I have been using it. It makes no difference what model of modem or firmware you use. Obviously Rogers is up to something.They can never leave well enough alone.When Rogers took over the territory in our neighbourhood from Shaw Cable back in the nineties things went downhill. They cut the internet speed by half when they took over. I wish there would be an alternative Cable provider that stuck closely to the DOCSIS specifications . |
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| reply to junkmail2002
It's a common modem on TekSavvy service it seems and that alone seems to be clouding the issues completely.
I've experienced similar issues on multiple providers(moved 40+ times = lots of connections/issues  ), sometimes it was obvious(excessive t3 timeouts/t4 timeouts, signals all over the place) and sometimes it was extremely subtle(1 or 2 T3's/T4's and spiking/dropping noise/power, No trace at all)
Signal related(t3/t4,fluctuating/spiking signal) always resulted in a technician(sometimes multiple visits to find it) finding a faulty line/connection(loose/kink @ street/aerial/apt node) or water in the line/street node.
No Trace(Power light was most likely going out just never caught it): faulty outlets, faulty Power Adapter (determined by testing multiple outlets(wouldn't want to test with a UPS adds more to the equation(faulty battery? or Socket?), and neighbors modem.
So I can see where TekSavvy is coming from asking us to do this, and it's not like Rogers is about to send out their technicians for TekSavvy or any TPIA without enough details to prove their technician is warranted. We all feel a bit put out when having to go through the "routine", but these details should help to narrow down this/any issue much faster for everyone. |
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TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to Pharaoh11
I see you called in for an issue on Jan 3rd for DHCP, but while troubleshooting the issue resolved itself again. Then there was a post in the Direct Forum on Feb 8th again about a DHCP issue. But you brought up some maintenance on Bloor. When we advised that we hadn't done anything then to the Bloor POI & if a DHCP issue was the case & you had neighbours also affected to have them contact us as well. The conversation stop.
I would ask that we troubleshoot to the fullest your situation. We have never opened a ticket to Rogers to have your situation looked into. Either by issue resolving itself during troubleshooting, or never getting a reply back for troubleshooting.
We are here to help & see if we can't resolve issues, but we also need you to help us help you.
Regards,
Martin
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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| said by TSI Martin:I see you called in for an issue on Jan 3rd for DHCP, but while troubleshooting the issue resolved itself again. Then there was a post in the Direct Forum on Feb 8th again about a DHCP issue. But you brought up some maintenance on Bloor. When we advised that we hadn't done anything then to the Bloor POI & if a DHCP issue was the case & you had neighbours also affected to have them contact us as well. The conversation stop.
I would ask that we troubleshoot to the fullest your situation. We have never opened a ticket to Rogers to have your situation looked into. Either by issue resolving itself during troubleshooting, or never getting a reply back for troubleshooting.
We are here to help & see if we can't resolve issues, but we also need you to help us help you.
Regards,
Martin
Feb sec 2 posted
Feb 5 posted
Traded out the modem for one with updated firmware for the day and ruled out the modem.
Neighbors have called same thing modem gets blamed..one of them doesn't even own a dcm 475.
Its gotten to the point where people i recommended it to are getting fed up.
Although one tenant did find out they hadn't been charging him for the Internet for a year..lol. |
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