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creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
reply to TSI Marc

Re: Terrible Terrible TekSavvy / Bell Story

Thank You Marc for posting that. It gave a great pulse check on all things TSI and as always I'm looking forward to a bright future with you and the rest of the company. I continue to refer friends and family so keep up the hard work!

My take on recent interactions with TSI: Phone calls were handled professionally and in less than 10 minutes. On a side note the tech sounded really quiet, I had to juice my desk phone's volume. The only real complaint I have is from my most recent cable internet setup. The turnaround time from a failed install to another tech visit was 7 days which was annoying. I waited because I knew it would be worth it. I'd love to see a target of 2-4 business days.


morisato

join:2008-03-16
Oshawa, ON
Reviews:
·TekSavvy Cable
·TekSavvy DSL
·ELECTRONICBOX

All sounds Good But marc before you take AWAY all the most common issues that occur For example missed apointments, DMc charges, Firmware modem issues, You Should instead of Washing your hands of those problems Say How can we handle these issues better? because thats really Your time as a company to shine we The customer Are not idiots we KNOW your the middleman in this but if you give us the same BS run around answers that the Incumbent does how long before the customer says Fuck this i am cutting out the middle man..?

So my suggestion DO not ignore those issues or take them away, They are Your issues because regardless whether you like it or not, a customer who signed up for teksavvy does not Care if rogers or bell made a mistake, They pay YOU.
--
Every time Someone leaves Sympatico an Angel gets its wings.



rodjames
Premium
join:2010-06-19
Gloucester, ON
reply to nashutzu

"BTW I am a Senior Systems Enginner with CCNP, MCITP-EA MCSE, VCP ETC ETC .."

HAHAHAHAHAHAHAHAHAHAHAHAHAHA

I stopped reading after that.



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

said by rodjames:

"BTW I am a Senior Systems Enginner with CCNP, MCITP-EA MCSE, VCP ETC ETC .."

HAHAHAHAHAHAHAHAHAHAHAHAHAHA

I stopped reading after that.

Little late are we? Wasn't that funny


QuantumPimp

join:2012-02-19
Reviews:
·voip.ms

1 edit
reply to rodjames

said by rodjames:

"BTW I am a Senior Systems Enginner with CCNP, MCITP-EA MCSE, VCP ETC ETC .."

HAHAHAHAHAHAHAHAHAHAHAHAHAHA

I stopped reading after that.

Just showing that he has some training. It comes across as pretentious in this forum but no big deal. Don't hate or be rude. Not cool.

As for the issue : I appreciate the time TSI people have taken to respond to this thread. My personal experience with TSI has been very, very positive.

Marc has explained some of the problems and their resolution.

I am far more concerned with calous response, as reported by the OP, from TSI support agents. They come across as "no service for a month ... f*ck you". None of the main contributors in this thread have come back with happy stories. Why not?


novinha1

@dfait-maeci.gc.ca

said by QuantumPimp:

I am far more concerned with calous response, as reported by the OP, from TSI support agents. They come across as "no service for a month ... f*ck you". None of the main contributors in this thread have come back with happy stories. Why not?

My issue is still on-going.
I've been informed that a Rogers tech will be showing up on Saturday (or Sunday - I've received conflicting info on this, waiting for clarification), which is 7 days after this specific ticket has been opened, and that we should have a dialogue regarding compensation for downtime when the issue is fixed. What happens if the issue is not fixed this weekend has not been addressed, but at this point, I'm truly hoping we won't have to worry about it.

I've also received a request from VP of operations to have a chat regarding the customer service that I've received and we're scheduling this conversation.

Overall, I feel that senior management is trying to rectify the issue, both by responding in this thread and off-line contact, and it's greatly appreciated, even if there has not been any tangible result thus far. It's the only reason why I'm still waiting it out.
Interactions with first-tier support continue to be fraught with lack of information, inattention to detail and confusion. For the time being I've stopped engaging them on addressing the overall experience, or anything beyond exchanging the requested tech info to continue troubleshooting, so at this point I can't comment any further on customer service side.


Comment

@teksavvy.com
reply to TSI Martin

"Could you send me a PM or Post in the Direct forum & I'll see what I can do."

Eh? Were you not the one who called me last Saturday and had a Tech call me on Sunday who proceeded to BS that Bell's demarc was not the primary jack in my apartment? Think I've seen what you "can do"...

I'll send you a PM with my CID, but frankly, the Direct forum is a mechanism to prevent others from seeing the details of any problem, so I'll post them here for all to read.

I have recently moved to a different apartment building (there is a separate horror story of the transfer of my phone and internet, but that is for another day). Unlike my previous building, which had a "Call Forward" intercom system, this building has a "No Subscriber Line" intercom.

(Readers familiar with these types of intercoms and their impact can skip the following which is for those interested.)

A "Call Forward" intercom simply uses a translate table and dials your actual telephone number related to your "buzzer code". (It stays "on the line" to see if you dial the digit to signal the door to be unlocked.) If you want to know whether a call is from the intercom or if someone is buzzing while you are on the phone (or calling while you are on the intercom), YOU have to pay for "call waiting" and "caller ID" on your phone.

However, this system requires that the landlord pays for a telephone line from which the intercom can call you.

Landlords, being a rather greedy bunch, are unhappy with paying this trivial cost and many elect to install an intercom that does not require its own telephone line.

These "No Subscriber Line" intercoms are essentially a collection of switches, (one for each apartment) that are placed on the tenants' phone lines. When the buzzer code is entered, the tenant's phone is switched from the telco to the "phone" in the entryway. OK, it's a bit more complex as this type of intercom does continue to monitor the telco's line, but only for a ring signal. The main advantage of a NSL intercom is that it can provide the "call waiting" (a soft ring tone injected into the voice signal) or "caller ID" (a different ring from the standard) at no cost to the tenant, but if the tenant does not have a land line, s/he must provide a POTS handset to be connected to the intercom.


Because NSL intercoms "switch" the apartment's line from the telco, they break any DSL connection on that line. Often, this is not noticed as the subscriber is distracted by the call from the entryway. Worse, the intercom itself is a unfiltered "voice device" on a DSL line and can cause severe degradation of performance. And some NSL intercoms cannot handle high strength (your modem is not very far away) DSL signals, with the intercom itself malfunctioning.

In this situation, which occurs BEFORE THE DEMARCATION POINT, it is BELL'S RESPONSIBILITY to provide a 'DSL bypass' around the intercom, and if the line is provided through Teksavvy, it is TEKSAVVY'S RESPONSIBILITY to require that Bell provide the bypass.

And ensure that the bypass is complete without loss of tenant's wirepairs. (No loss of wirepairs means the DSL signal is returned to the same wirepair as the voice signal, and complete means both the input and output side of the intercom has DSL filters and the bypass line has a 'voice' filter. Bell may try to shortcut needing to filter the bypass line and intercom output by using up a separate wirepair for the modem when often there is only one spare.)

It's that simple. DSL resellers have Bell do this every day.

Except apparently, Teksavvy.



TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24

Hi Comment,

I totally understand what you are saying. As a Bell wholesaler, there is nothing on our part that we need to request for intercoms when submitting an order to Bell. The installer is supposed to leave any existing arrangements/wiring the way they are.

We have hundreds of customers installed daily for DSL service with intercoms and this situation honestly happens in a blue moon. You are not the first case, and you won’t be the last. This is mostly a result of a Bell tech not doing something right; maybe he had a bad day, maybe he was new; maybe he made changes without realizing what he was affecting. The only thing we can do is work hard to get your issue fixed and provide them feedback for them to coach/train out their staff.

Do you have reason to be frustrated? ABSOLUTELY!
Are we trying to get this situation resolved for you WE'RE TRYING!

We've got one of our escalation experts on the phone with Bell Repair management to have a tech sent out to fix what he wasn't supposed to break.

Martin will be getting connecting with you via PM when we get an update from Bell.

Thanks,

Andre
--
TSI Andre
Director of Service Delivery
Authorized TSI Employee ( »TekSavvy FAQ »Official support in the forum )
@AndreCleroux - Follow me on Twitter


Comment

join:2012-08-16
Mississauga, ON

said by TSI Andre:

We've got one of our escalation experts on the phone with Bell Repair management to have a tech sent out to fix what he wasn't supposed to break.

Could you please PM me with the circuit identifier.

(Yes, I plan to ask the Bell tech to show me the wire, show me the split in that wire, the DSL filter on the input side of the intercom, the DSL filter on the output side of the intercom, its connection to the split on the apartment line and the 'bypass' line between the two other halves of the splits with a 'voice' (Hi-pass/Lo&DC-Block) in the middle of it.)


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24

Done!

Expand your moderator at work


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
reply to rodjames

Re: Terrible Terrible TekSavvy / Bell Story

said by rodjames:

"BTW I am a Senior Systems Enginner with CCNP, MCITP-EA MCSE, VCP ETC ETC .."

HAHAHAHAHAHAHAHAHAHAHAHAHAHA

I stopped reading after that.

In other words, I have no life and collect certifications.
--
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.......
Expand your moderator at work