 HiVolt
Premium Member
join:2000-12-28
Toronto, ON |
to TSI Marc
Re: Terrible Terrible TekSavvy / Bell StoryMarc, since you're here, can you give us your perspective on the cablemodem firmware issue? (sorry to hijack this thread, but it has to do with customer service).
There have been some users that have moved their service from one location to the other, and the service either doesn't work or the modem reboots (due to firmware bugs), particularly with the DCM 475. They are being told that the firmware is the issue, but that they cannot upgrade the firmware because Rogers is the only one that can, and they refuse to do so.
Tech Support agents are telling people whose modems are over 1 year old that they're out of luck and they need to buy a new modem.
This isn't right, and there's nothing wrong with the modem aside from a firmware upgrade, which the customer or TSI cannot upgrade.
I myself haven't been affected, because I have a Motorola SB6120 with a fairly recent 1.0.6.1 firmware that Rogers pushed the upgrades to last year, but there have been some users with SB6120/21's that have older firmware and they've either lost service or having some issues, all of which could be fixed with a firmware upgrade, but can't.
There will come a time where Rogers will make more changes to their network, and my modem will stop working or will have disconnect or reboot issues, and it will effectly be a brick because I wont be able to upgrade it. TSI sells thousands of modems to people, and if you can't get more than a year of use out of it (after the warranty) whats the point? You might as well start renting, becuase it'll be cheaper than having to replace the modem every couple years.
So my question to you is, because nobody from TSI has replied to this in any official capacity, has TSI made any effort to talk to Rogers to address this issue? |
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 TSI Marc
Premium Member
join:2006-06-23
Chatham, ON
1 edit |
TSI Marc
Premium Member
2012-Aug-12 2:56 pm
Right, Ive seen two issues like this first hand and we ended up replacing the modem both times. I'll double check with my team to see what we are now doing. Very frustrating situation on the modem front. Similar impossible situation with those damn Cellpipe modems. |
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HiVolt
Premium Member
join:2000-12-28
Toronto, ON |
HiVolt
Premium Member
2012-Aug-12 3:02 pm
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. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
TSI Marc
Premium Member
2012-Aug-12 3:06 pm
Agreed, and it has been getting looked into but no straight up answers yet. I'll get back to you. |
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 Glen1These Are The Good Ol' Days.
MVM
join:2002-05-24
GTA Canada
1 edit |
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. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
TSI Marc
Premium Member
2012-Aug-12 3:19 pm
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. |
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 Teddy Boomk kudos Received
Premium Member
join:2007-01-29
Toronto, ON |
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. |
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bbiab
Member
2012-Aug-12 5:44 pm
What firmware might we expect if we were to purchase a DCM475 currently from TSI? |
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concerned1 to TSI Marc
Anon
2012-Aug-14 3:19 pm
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_ ··· tes.aspx» forums.teksavvy.com/yaf_ ··· -31.aspx |
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 JenSuisUn
Premium Member
join:2006-02-23
Chatham, ON |
Those have already been taken care of. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
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. |
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MaynardKrebsWe did it. We heaved Steve. Yipee.
Premium Member
join:2009-06-17 |
said by TSI Marc:The cable firmware issue is not simple to fix and it will continue to be a major problem.
So's the Bell Cellpig DSL modem firmware. How about stepping up to the plate and finally running your own FTTH with modems you take full responsibility for? Or your own neighbourhood mesh wireless networks with 300Mbps radios?  |
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to TSI Marc
"20000 hours of training" and still no one can really read DSL or cable signals properly. Sounds like a bad trainer....
Also what happened to the manual that was made, and why are agents are getting denied access to it, to read on there own time? |
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novinha to TSI Marc
Anon
2012-Aug-14 5:03 pm
to TSI Marc
Marc, I was frankly surprised at the customer service performance because you had such great reputation for it as a company. But I assure you, it's not the odd person having a bad day. I spoke to three agents in the past three days - and it was a farce. Basic, and I mean basic, listening skills, nevermind technical or customer relations competence, was simply not there. I can give you an example, after being on the phone with "Dave" for 30 min, troubleshooting, opening a ticket with Rogers, he concluded the call with assuring me that a new modem is on the way - !!! We just spent the last half hour troubleshooting this new modem which I already received and installed, as I repeatedly mentioned to him. In retrospect, it makes sense that whatever tickets he created made no sense. If you can believe it, I just received another call asking me to verify whether the new modem is plugged in, and since I am currently not home, I've been asked to call back to provide this assurance. No further work will continue on this issue until I do it. The only pleasant and efficient customer service I've received thus far is from the accounting department when I call in every month with my Amex Martin, I appreciate your offer of looking into this, in fact I would be very grateful. I can't pm you as a non-member, but you can contact me at [removed] at gmail and one of the tickets I've had for this issue was OID- [removed], I hope that helps in tracking it down. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
to thcmacgyver
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JenSuisUn
Premium Member
join:2006-02-23
Chatham, ON |
to thcmacgyver
A lot of things have changed since you left. Training is much better. It's not all agents, but a few that need clarification on a certain things.
Proper questions are being asked. Although I'll agree that some steps could be skipped on certain situation, but the overall communications for agents have been much better.
9 out of 10 things are communicated to the staff before released to the public, as where we used to find things out via Rocky & Marc through DSLR first & then agents were told. So on that front... it's help tremendously.
Being an ISP, means there is always improvement to be done, and even when we are making way on something, two other things will pop up.
We live in a continuously changing environment. Keeping up is the half the game.
Martin |
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to TSI Marc
Ah nice books. To bad all the agents don't see them |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
TSI Marc
Premium Member
2012-Aug-14 4:50 pm
agents as in other companies who resell or wholesale us? |
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to JenSuisUn
Well that's good that training is better now. Just wished I would stop seeing agents making dumb mistakes, that makes teksavvy look bad.
You put some many hours in for a company, and to see management doing things that, they used to get mad at when they were agents them self's. Just a major pet peeve. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
TSI Marc
Premium Member
2012-Aug-14 4:58 pm
where are you "seeing agents making dumb mistakes"? |
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to TSI Marc
Agents in general. Gets annoying when your at work and your helping people over Ontario, and they start talking about Teksavvy. And you find out that they reason why there angry is they got lied from an uneducated agent. Which could have been avoided by searching for DSL area, from the bell portal to make sure they can get 5mb, but just doing a quick search on the address and see who else in the area has it as well. As there is a lot of things, my self I would do differently, but i left so it does not matter, or would have mattered. As techs voices are usually unheard as the high ups think they are all mighty. Remember the 516 script issue Sorry to rant, but starting to get annoyed with the teksavvy comments. |
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| thcmacgyver |
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thcmacgyver
1 edit |
to JenSuisUn
Like I love you guys, and have always stuck up for Teksavvy. But come on, send a email to your agents for advise for what can be improved and see what happens and listen to them. As we don't all think the same way, and some of your agents might have a good idea to help out. Hell we are teksavvy Oh and it would be best to have one person get the emails, so they don't go missing or unheard |
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 Txbronx cheers from cheap seats
Premium Member
join:2008-11-19
Mississauga, ON
1 edit |
Tx to novinha
Premium Member
2012-Aug-14 5:11 pm
to novinha
said by novinha :Marc, I was frankly surprised at the customer service performance because you had such great reputation for it as a company. But I assure you, it's not the odd person having a bad day. I spoke to three agents in the past three days - and it was a farce. Basic, and I mean basic, listening skills, nevermind technical or customer relations competence, was simply not there. I can give you an example, after being on the phone with "Dave" for 30 min, troubleshooting, opening a ticket with Rogers, he concluded the call with assuring me that a new modem is on the way - !!! We just spent the last half hour troubleshooting this new modem which I already received and installed, as I repeatedly mentioned to him.
In retrospect, it makes sense that whatever tickets he created made no sense.
If you can believe it, I just received another call asking me to verify whether the new modem is plugged in, and since I am currently not home, I've been asked to call back to provide this assurance. No further work will continue on this issue until I do it.
The only pleasant and efficient customer service I've received thus far is from the accounting department when I call in every month with my Amex
Martin, I appreciate your offer of looking into this, in fact I would be very grateful. I can't pm you as a non-member, but you can contact me at REMOVED at gmail and one of the tickets I've had for this issue was REMOVED, I hope that helps in tracking it down.
Might i suggest removing your ticket ID and your email and email martin at support@teksavvy.com with ATTN: Martin in the subject? I wouldn't post either OID or your gmail email on here. my 2c Edit: I suggested to remove them yet i quoted you lol.. |
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Tx
1 edit |
to thcmacgyver
said by thcmacgyver:Like I love you guys, and have always stuck up for Teksavvy. But come on, send a email to your agents for advise for what can be improved and see what happens and listen to them. As we don't all think the same way, and some of your agents might have a good idea to help out. Hell we are teksavvy
I know you worked there, but i don't think emailing the agents would fix it. At our office though email is MANDATORY to read when you have any to open and read half the office doesn't do it. I find it a lack of respect for the job personally and if it were my employees i'd lay the hammer down. Threat of loosing the job will either smarten up the group or weed out the crappy agents that don't care to educate themselves. I don't know what internal issues there are that you may know about so i cannot comment on that of course lol Been quite a few years since i worked at any office since i own my own business but this was how it was always done. No one cared enough. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON |
to thcmacgyver
I'm not sure what you're referring too but in the last 6 months, since we've moved into the new location, there's been a massive amount of change. It's like night and day from a year ago. Whatever you think you know, assume that's no longer the case because pretty much everything is different.
It's fair game though that the past will come up and pretty much until we're absolutely flawless for a year straight, I'll have to defend like this. But I guess that's what I'm trying to say is that things are changing and they're changing for the positive and so you have to look at what's happening in real time. Issue by issue. |
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to Tx
Ah worked there for many years and loved it so much that took too much to heart and had to leave on health issues.
But just got annoying when agents email management for a issue or change to help out, and you would get a angry message back or a sarcastic replay back, which would cause the ball to stops there and not get to the proper people that will listen or fix the issue.
Now don't get me wrong, i will still refer people to Teksavvy. Just I will be doing their support on all levels, instead of the new Teksavvy techs. So they don't have to worry about DMC charges. |
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| thcmacgyver |
to TSI Marc
Yes I know things have changed for the better, but there are things that should have changed as well.
Also fixing the portal for resellers would be nice too. So we don't have to call up to get a DSL signal check.
As that would cut down call time as well. But that's what i mean. Little things that would save time and money.
As that way, that agent that is taking that call, is able to help other clients that have issues. |
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TSI Marc
Premium Member
join:2006-06-23
Chatham, ON
1 edit |
to novinha
said by novinha :Marc, I was frankly surprised at the customer service performance because you had such great reputation for it as a company. But I assure you, it's not the odd person having a bad day. I spoke to three agents in the past three days - and it was a farce. Basic, and I mean basic, listening skills, nevermind technical or customer relations competence, was simply not there. I can give you an example, after being on the phone with "Dave" for 30 min, troubleshooting, opening a ticket with Rogers, he concluded the call with assuring me that a new modem is on the way - !!! We just spent the last half hour troubleshooting this new modem which I already received and installed, as I repeatedly mentioned to him.
In retrospect, it makes sense that whatever tickets he created made no sense.
If you can believe it, I just received another call asking me to verify whether the new modem is plugged in, and since I am currently not home, I've been asked to call back to provide this assurance. No further work will continue on this issue until I do it.
The only pleasant and efficient customer service I've received thus far is from the accounting department when I call in every month with my Amex
Martin, I appreciate your offer of looking into this, in fact I would be very grateful. I can't pm you as a non-member, but you can contact me at [removed] at gmail and one of the tickets I've had for this issue was OID-[removed], I hope that helps in tracking it down.
okay. thanks for this post. |
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| TSI Marc |
to thcmacgyver
things are still changing. |
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