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HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable
reply to TSI Marc

Re: Terrible Terrible TekSavvy / Bell Story

The thing is, Rogers can VERY easily push the firmware updates, which are available...

The issue with the Bell Cellpipe modem was that they had to work with the manufacturer to develop a fixed firmware, since Bell effectively stopped using those modems for their own subs... But in the new Bell Cellpipe modem firmware which fixed the issue, there is at least an option to load the firmware, if future issues arise.

Rogers locks out the modem management that nobody but them can manage. Thats the issue. And these are modems that your customers purchase outright, and then are told are basically boat anchors simply because of firmware, not because of hardware failure...

I think it's something you should look into, as Rogers keeps upgrading their network you will have more of these issues, and unhappy customers.
--
GO BLUE JAYS!



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

Agreed, and it has been getting looked into but no straight up answers yet. I'll get back to you.
--
Marc - CEO/TekSavvy



Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada
kudos:8
Reviews:
·Bell Fibe

1 edit
reply to TSI Marc

The only good thing about "those damn Cellpipe modems" appears to be the fact that your customers are "renting" them and didn't have to purchase them outright...that would have been a "brick" situation for sure.
--
My Canada includes Quebec.
Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies.



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

I don't know. It's frustrating however you slice it from our vantage point. We eat a lot of crow for lots of things that are completely outside our ability to fix but that are only specific to wholesalers these days. Things that were never issues in the past. Things the incumbents have the ability to fix. The net result is a lowered value proposition to us.

I see your point but it all takes its toll.
--
Marc - CEO/TekSavvy



Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:20
reply to TSI Marc

said by TSI Marc:

Agreed, and it has been getting looked into but no straight up answers yet. I'll get back to you.

We really should be talking about this in one of the 50 DCM475 firmware threads, but....

Marc, how is it coming with getting me a loaner with STAC.02.16 firmware? If I can get a copy of the firmware file, I can upgrade people very easily, and this will be a great service to all Teksavvy customers around Toronto.
--
electronicsguru.ca/for_sale/Cablemodems

bbiab

join:2004-05-26

What firmware might we expect if we were to purchase a DCM475 currently from TSI?



TSI Jon
Premium
join:2011-08-24
canada
kudos:10
reply to nashutzu

Hello nashutzu,

I sent you a PM with the resolution that was concluded. Please feel free to reach out to us again if needed.

Thank you,
--
TSI Jonathan
Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc.



outlier

@videotron.ca
reply to OttawaMark

OttawaMark,

The CRTC used to have mandatory reporting of issues. It was all nice pretty graphs of line failures etc. Bell then submitted to scrap these statistical mandatory filings. CRTC agreed and thus it no longer exists. I think you can still find this section on the CRTC website and see the year it ended.

After having my own issues with bell, and talking to a vp within bell, and mentioning their filed statistical reports with the CRTC and my on-going 2 months of on again off again phone service and a non-functioning 911 call. The Bell VP called me "a statistical outlier" (those words exactly) thus it was not included in their CRTC stat's report.

So yeah. I would take offense of the word "outlier" as mark mentions. Especially when they have nothing to back up those words. In fact, they have to use a forum where people can get very vocal after 8-hr hold times and no action to find a statistical outlier. Sound odd to you? Is that within the 95% statistical confidence limit?

Again, these are things and words that Teksavvy promised they would not state.

Sad to see how they chose not to adhere to their promise and now just toss out words and excuses like Bell does.

Marc, even that word hit a nerve with me. But I guess I'm just an outlier. Just like Bell called me.

If all the monthly outliers were presented to you in graph form, would we all still be outliers?



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

gang, I wasn't trying to blow smoke... I didn't pull any statistics... my point was only to say that this was an exception, and not the rule.
--
Marc - CEO/TekSavvy


eheyl

join:2008-03-23
Kitchener, ON
Reviews:
·TekSavvy Cable

I've been with Teksavvy for over a year. In that time the only time I got frustrated was on account or Rogers not moving their collective ass and upgrade equipment in a timely fashion. I've not been treated poorly, or made to feel small. I'm always connected to someone who takes the time to listen to me and fix my issue. I've never once had reason to leave. And until such time as I go south of the border, I won't be. Teksavvy is miles ahead of Rogers in service and of course bandwidth caps (there ain't none!). Keep it up.



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

I myself have had relatively little trouble in nearly 5 years as a customer... There have been issues like cable congestion, but my service was always working...

Then that Bell Cellpipe thing happened... Which we're still waiting for compensation from Bell...

I bet Bell said no compensation for those users who were affected, some for more than 7-8 months.
--
GO BLUE JAYS!



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

Tx guys. Good to hear.
--
Marc - CEO/TekSavvy


DSMdude

join:2012-06-30
Kitchener, ON
reply to nashutzu

Ive been a Teksavvy sub in the short term (2 months) and in that time Ive had my startup and initial connection issues; gawd knows Ive voiced my concerns too. So its only fair to voice my recent satisfaction with the service as well as ever since I provisioned my 476, my connection has been spot on with zero issues. Yes they definitely have some issues to work out - most importanty the firmware/modem replacing fiasco and 1st level support knowledge transfer but lets all hope those are on the drawing board and a solution is soon presented.


sgtux

join:2012-07-14
reply to TSI Marc

Such terrible customer/tech service "hit" me number of times for the last ~6 months. I've been with TekSavvy for 5+ years and I'm still with you regardless of feeling full disrespect to me as a TekSavvy customer and just as a software engineer

Marc, could you please answer a couple of questions without blowing smoke?

1. Count please negative and positive TekSavvy reviews on www.canadianisp.ca site and tell us why you think that this thread with negative review is an exception? BTW a man from Mississauga on that site described one of the "exceptions" (Aug 13, 2012). This is exactly what is going on with TekSavvy customer service right now.

2. I've seen this question in this forum but haven't seen an answer yet. What is the point to have three phone numbers on the TekSavvy web site leading to the same answering machine? The situation was different a couple of years ago when each number represented a separate department as it is supposed to be and as it's shown on your site.

Thank you,
and don't take it personally as it's just an another opinion that might help you to get rid of such reviews, I hope.



Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed

said by sgtux:

Such terrible customer/tech service "hit" me number of times for the last ~6 months. I've been with TekSavvy for 5+ years and I'm still with you regardless of feeling full disrespect to me as a TekSavvy customer and just as a software engineer

Marc, could you please answer a couple of questions without blowing smoke?

1. Count please negative and positive TekSavvy reviews on www.canadianisp.ca site and tell us why you think that this thread with negative review is an exception? BTW a man from Mississauga on that site described one of the "exceptions" (Aug 13, 2012). This is exactly what is going on with TekSavvy customer service right now.

2. I've seen this question in this forum but haven't seen an answer yet. What is the point to have three phone numbers on the TekSavvy web site leading to the same answering machine? The situation was different a couple of years ago when each number represented a separate department as it is supposed to be and as it's shown on your site.

Thank you,
and don't take it personally as it's just an another opinion that might help you to get rid of such reviews, I hope.

Wow i didn't know about canadianisp.ca... That's a lot of poor reviews. Either i signed up during a good time or something but talking to Marc off and on and my original signup i can't help but see them differently than most the reviews i read.

Never the less, the people have spoken. Sad to see though


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to sgtux

Sure. I'll answer those questions.

#1 - working on it.

#2 - yeah. it's stupid. It needs to be fixed, maybe on the next revision of the web site *wink* *wink*. Back in the day it led to different queues but that was before the last phone system.

I'm not taking it personally at all. I appreciate everybody talking about it. Maybe some of our perceptions are off.. including mine. Lets find out.

MarcB, from Canadian ISP just send me an export of the reviews so I'll start looking at that. (We collocate and manage his server that hosts that web site)

Marc
--
Marc - CEO/TekSavvy



TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5

said by TSI Marc:

MarcB, from Canadian ISP just send me an export of the reviews so I'll start looking at that. (We collocate and manage his server that hosts that web site)

... O' got 'em by the short & curlies *wince* lol


Comment

@teksavvy.com
reply to TSI Marc

Maybe some of our perceptions are off.. including mine.

And maybe there is some willful 'blindness' (subconscious or otherwise). On the weekend I posted that a Teksavvy rep had not only stated a falsehood (in regard to the location of Bell's demarcation point in multi-unit building), but had maintained it in spite of being offered the correct answer.

I thought it best to allow a full working day for there to be a response.

The silence has been deafening. It is as though the problem simply doesn't exist. (Not just my problem, but the 'problem' that Teksavvy is spouting nonsense to avoid the responsibility to address my problem.)

So, what is my next step? It has been easy to get people to "talk the talk", but so far, it appears no one wants to "walk the walk"....



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to TwiztedZero

Click for full size
excel sheet
Here is what I have.

fair reasons? did I miss anything?

lets agree on this and then we can discuss.
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

sorry, that was meant as a reply to sgtux
--
Marc - CEO/TekSavvy



novinha

@dfait-maeci.gc.ca
reply to nashutzu

What a timely forum for me to stumble upon.. I wonder how many unhappy customers simply don't know where to vent out their frustrations.

I too have had a long infuriating experience with Teksavvy, and I'd rather not get worked up again writing it down but maybe it'll help someone else considering signing up with TSI.

I was informed about a month ago that due to firmware issues with the modem it needs to be replaced, as I was still under warranty (I guess I should be grateful Teksavvy is willing to swap an unsupported modem a couple of months after recommending it and selling it to me). Upon receiving it, the issue still existed - oh but Teksavvy closed the ticket the day the replacement modem was shipped. The fact that the outage continues matters not - and come time to discuss refunds I wonder what days will be accounted for, actual downtime or TSI records.

I finally spoke to "Dave" on Sunday, the usual troubleshooting reboot steps and he proposed opening a ticket with Rogers. I wasn't happy about having to wait two or more days, but what can I do. This morning I receive an email that the issue was fixed, which is odd since Rogers never dropped by. I check and still have no service. More wasted time in the queue only to talk to "Ashley" who proceeded to inform me that Rogers rejected the request for service because the modem hasn't been upgraded. When I asked how that's possible since the modem was already installed on Sunday when Dave opened the ticket, it appears, although she wouldn't confirm it, that Dave made an administrative error where the modem swap was not accounted for in the logs before escalating to Rogers. It took two days for TSI to clear this in their system and now I have to wait a few more days while a new request to Rogers is being created.

To add insult to injury, the support staff refused to escalate the call, and kept forcefully reminding me that I cannot get a refund. When I finally spoke to someone in customer service I received a lecture about the fact that the Terms of Agreement which I accepted upon signing up state that TSI will have time to complete their troubleshooting. So if the support agents, through incompetence or malice, prolong the service outage, I'm out of luck. And if I attempt to cancel the service, if only to stop wasting my time on these pointless calls that lead to no resolution - I can't get my money back.

At this point I've had an outage for over a month. What exactly am I paying for? The privilege of getting stressed over this? No thanks.

I've been with Rogers for years, I've never had an issue take this long to resolve, or a customer service representative tell me out right that she doesn't care, because I agreed to this. No reasonable person would expect this!
I would never in good conscience recommend this company to anyone.



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

Wow. that sucks.

We're clearly not handling these cases properly. Epic fail on that front for sure.

Having a solution for these cable modem problems is one thing but how we handle these cases until we do is another and on the second front there's no reason not to have that figured out right now.

We're on it.
--
Marc - CEO/TekSavvy



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

If you guys can help me out, I'd like to get a list of all the problems that are occurring, the root causes, to try to weed out what we are currently doing on each front and what we aught to be doing in each case.

So for example, the original OP, his issue was that he just wasn't getting the right speeds due to distance issue it looks like at a glance. That then turned into another problem and spiraled from there... even though he spoke to great techs along the way it just wasn't fixing it.

The last post, the modem was messed up, and it then became a problem. It turned ugly from there.
--
Marc - CEO/TekSavvy



TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33
reply to novinha

said by novinha :

What a timely forum for me to stumble upon.. I wonder how many unhappy customers simply don't know where to vent out their frustrations.

I too have had a long infuriating experience with Teksavvy, and I'd rather not get worked up again writing it down but maybe it'll help someone else considering signing up with TSI.

I was informed about a month ago that due to firmware issues with the modem it needs to be replaced, as I was still under warranty (I guess I should be grateful Teksavvy is willing to swap an unsupported modem a couple of months after recommending it and selling it to me). Upon receiving it, the issue still existed - oh but Teksavvy closed the ticket the day the replacement modem was shipped. The fact that the outage continues matters not - and come time to discuss refunds I wonder what days will be accounted for, actual downtime or TSI records.

I finally spoke to "Dave" on Sunday, the usual troubleshooting reboot steps and he proposed opening a ticket with Rogers. I wasn't happy about having to wait two or more days, but what can I do. This morning I receive an email that the issue was fixed, which is odd since Rogers never dropped by. I check and still have no service. More wasted time in the queue only to talk to "Ashley" who proceeded to inform me that Rogers rejected the request for service because the modem hasn't been upgraded. When I asked how that's possible since the modem was already installed on Sunday when Dave opened the ticket, it appears, although she wouldn't confirm it, that Dave made an administrative error where the modem swap was not accounted for in the logs before escalating to Rogers. It took two days for TSI to clear this in their system and now I have to wait a few more days while a new request to Rogers is being created.

To add insult to injury, the support staff refused to escalate the call, and kept forcefully reminding me that I cannot get a refund. When I finally spoke to someone in customer service I received a lecture about the fact that the Terms of Agreement which I accepted upon signing up state that TSI will have time to complete their troubleshooting. So if the support agents, through incompetence or malice, prolong the service outage, I'm out of luck. And if I attempt to cancel the service, if only to stop wasting my time on these pointless calls that lead to no resolution - I can't get my money back.

At this point I've had an outage for over a month. What exactly am I paying for? The privilege of getting stressed over this? No thanks.

I've been with Rogers for years, I've never had an issue take this long to resolve, or a customer service representative tell me out right that she doesn't care, because I agreed to this. No reasonable person would expect this!
I would never in good conscience recommend this company to anyone.

Could you please send me a PM : TSI Martin See Profile

I'll look at this for you.

Regards,
Martin
--
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )


thcmacgyver

join:2010-01-29
canada
reply to TSI Marc

1 - Better training for the agents, so the have updated info and more knowledge to bring back the Teksavvy Tech Support name to where it used to be

2 - Providing Daily updates to the agents for outages or upcoming updates, and not posting else where until they have been told, so they can cut down the troubleshooting time and get through calls quicker as they will know what the issue is.

3 - Have more info on the phone auto system for outages and news. While waiting on the phone 15 min, also have quick tips to check there connections, while waiting. Like power cycle the modem, and check the cable or try with out a router. Or get this info ready before you talk to an agent.

Anyone else can think of what Teksavvy can do to improve?



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

This is not what's going on here though macgyver...

What I see is that when these new situations come up that never existed before, the staff need to know how to handle it and if they don't they need to know how to escalate it or have the ability to escalate it.

The root causes are what's getting us in hot water. Otherwise you see very positive reviews on the majority of the "normal" problems.

Look at the list from CanadianISP I provided. look at the complaints and see what they're complaining about.

Not all problems are equal...
--
Marc - CEO/TekSavvy



concerned1

@bell.ca
reply to TSI Marc

TSIMarc you should also read your own forum. There are stories of the cable Modem issue with firmwares also.

»forums.teksavvy.com/yaf_postst46···tes.aspx
»forums.teksavvy.com/yaf_postst47···-31.aspx



wheemer

@speakeasy.net
reply to novinha

Wow... Sounds like the tech support training at TSI is terrible.



TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33
reply to concerned1

said by concerned1 :

TSIMarc you should also read your own forum. There are stories of the cable Modem issue with firmwares also.

»forums.teksavvy.com/yaf_postst46···tes.aspx
»forums.teksavvy.com/yaf_postst47···-31.aspx

Those have already been taken care of.
--
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to concerned1

ok. this is good. I'm eating my words a bit here but that's ok. I'm listening.

First. This notion that we are telling our staff to tell customers that they are SOL and that we leave them hanging without internet... I want to categorically say that we've never instructed our staff to do that.

I've made it a point to highlight that internally and so going forward we shouldn't be hearing about that. Very un-TekSavvy on that front for sure and I think these are a few of the staff and not all of them.

For the cable firmware issue. The simple answer is that the best way to solve this is through a CMTS push to the modem. Anything else leads to lengthy down time.

That's the situation we're in right now, where if you have such a problem. Our only solution is to replace the modem. Which we are and have been doing but the instructions perhaps had not been made 100% clear to everybody. We are doubling up efforts on this front.

The cable firmware issue is not simple to fix and it will continue to be a major problem. I have also reached out to the incumbent to see if they can find a way to help us out in these situations.

The only practical way to upgrade cable modems is through the CMTS and we don't control it so we need their assistance somehow.

As far as training goes. We have done more than 20000 hours of training this year.

These situations are not "normal" problems. I will keep defending the staff because I get way more positive feedback each day then I do negative and that these modem problems are a bummer however you slice it. It means downtime for no go reason each and every time.
--
Marc - CEO/TekSavvy