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NightMayor

join:2010-04-28
York, ON

1 edit
reply to xdrag

Re: TekSavvy - glorified reseller, not ISP

said by xdrag:

said by TSI Marc:

This is a complicated issue.

We don't get anything from any incumbent other than maintenance or downtime on links that we are explicitly paying for. If something is going on in Toronto and we have 100 users affected. We hear about it when they all call us.

The issue is that for 100 users we're going to notify thousands and thousands of people even though this has nothing to do with them.

This is what we've been doing. We have no way to know how many users are actually affected. With Bell and Rogers in particular since we have so many users with them, when there is any outage almost anywhere, we hear about it.

What's the right thing to do?

Marc, on the TSI website, you need to have a section to post any suspected network downtimes. Twitter, RSS or anything.

If you think there's a downtime or congestion in an area. It wouldn't hurt to post it. When those who are affected by these unforeseen problems, they can see on your website and be like "oh, maybe that's why my connection is sucking".

i.e. comstock POI is being upgraded - users in the scarborough area may experience network issues

I agree, there needs to be something there on the website with suspected downtimes. And like you said it could be anything more. Right now as far as I know we only have advisories on the phone like when you call Teksavvy there may be a message right off where it says which POI has problems.

I think a map would be good, like Toronto hydro's, since not everyone knows about POIs. Red could mean confirmed disturbance, yellow could mean suspected, and green could mean normal.

said by xdrag:

The biggest need at the moment is consumer education. Most people have NO clue to what's going on and only blame TSI as their sole source of woes. If people became self-educated on the issue between TSI's arm-lock with rogers and bell, there would be more action. The prime example is UBB. People heard about it, learned about it and took action against it.

»openmedia.ca was suppose to do this, but it's clearly not working. Bell and Rogers own all the media outlets in canada so unless you start a riot in DT, most of this will fall on deaf ears

I also agree with this. Communication is always key. I think the problem though is that the general public thought just because UBB is gone all our internet problems are solved. So yeah, there needs to be another uprising of sorts, rioting is a little extreme IMHO.


NytOwl

join:2012-09-27
canada

Right now as far as I know we only have advisories on the phone like when you call Teksavvy there may be a message right off where it says which POI has problems.

I think a map would be good, like Toronto hydro's, since not everyone knows about POIs. Red could mean confirmed disturbance, yellow could mean suspected, and green could mean normal.
Great points here.

I heavily dislike not being advised about a known problem until I pick up the phone to hear an automated message telling me so. It would be a lot easier for TekSavvy to publish these known issues, as they become known, on a "Network Status" page of their website, and/or via Twitter to their followers. Ditto for Facebook. We are in the age of social media, after all. Yes, there is this forum, which is very useful, but they'd reach far more clients via other means.

Separate of that, I can't help but to have some sympathy for TekSavvy here.

For a few years, I worked for Primus Canada, whose DSL service (among other types of connections) operates mostly at Bell's mercy. Many-a-night would there suddenly be a surge of calls coming in, reporting issues in a particular area. It wasn't until some time would pass that we'd learn it was due to maintenance on Bell's end that we had zero notice or control of. Customers were screaming at us while my employer was not at fault in any way. The irony is that some of those clients had just switched to Primus from Bell, to get away from the headaches that they had gone through with Bell. Surprise!! ... At the end of the day they were still saving money, though.

Side note [& rant]: virtually all of us who have worked in ISP support can certainly recall [business] customers who are yelling that they're losing hundreds of dollars every hour that their Internet is down, while they solely rely on one single basic DSL connection. ...Dude. Get a backup/secondary connection. And get off my phone.

My 2¢.

OneWorld9

join:2010-12-09
East York, ON
Reviews:
·TekSavvy Cable
reply to NightMayor

said by NightMayor:

said by xdrag:

said by TSI Marc:

...

What's the right thing to do?

Marc, on the TSI website, you need to have a section to post any suspected network downtimes. Twitter, RSS or anything.

If you think there's a downtime or congestion in an area. It wouldn't hurt to post it. When those who are affected by these unforeseen problems, they can see on your website and be like "oh, maybe that's why my connection is sucking".

i.e. comstock POI is being upgraded - users in the scarborough area may experience network issues

I agree, there needs to be something there on the website with suspected downtimes. And like you said it could be anything more. Right now as far as I know we only have advisories on the phone like when you call Teksavvy there may be a message right off where it says which POI has problems.

I think a map would be good, like Toronto hydro's, since not everyone knows about POIs. Red could mean confirmed disturbance, yellow could mean suspected, and green could mean normal.

+1 ... this is constructive and getting somewhere. It's a good start.

said by NightMayor:

said by xdrag:

The biggest need at the moment is consumer education. Most people have NO clue to what's going on and only blame TSI as their sole source of woes. If people became self-educated on the issue between TSI's arm-lock with rogers and bell, there would be more action. The prime example is UBB. People heard about it, learned about it and took action against it.

»openmedia.ca was suppose to do this, but it's clearly not working. Bell and Rogers own all the media outlets in canada so unless you start a riot in DT, most of this will fall on deaf ears

I also agree with this. Communication is always key. I think the problem though is that the general public thought just because UBB is gone all our internet problems are solved. So yeah, there needs to be another uprising of sorts, rioting is a little extreme IMHO.

+1. I'm all for this as well. While TekSavvy (and other TPIAs) work towards improving their service to the best possible levels (given the limitations of working with incumbents), getting things to change is obviously one of the main factors needed for long-term benefits for all.

There was no violence (that I'm aware of) which caused so many people in Canada to protest UBB - there doesn't need to be here either. Education / action is what is needed.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

1 edit
reply to NightMayor

said by NightMayor:

I also agree with this. Communication is always key. I think the problem though is that the general public thought just because UBB is gone all our internet problems are solved. So yeah, there needs to be another uprising of sorts, rioting is a little extreme IMHO.

It's simple really and it's that UBB is far from gone. There is more regulatory activity right now than ever. Many issues are being held up because UBB wasn't dealt with properly the first time around. I agree we all need to get on the same page but we're too busy arguing about support issues while the whole forest is on fire.
--
Marc - CEO/TekSavvy

bbiab

join:2004-05-26

I think most knowledgeable customers appreciate TSI's position and effort Marc.



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

that's good. maybe I take these things too personally.
--
Marc - CEO/TekSavvy



NightMayor

join:2010-04-28
York, ON

1 edit

I'm pretty sure all of us here really appreciate you guys reading our replies and suggestions.

You have to understand though, we can't share something that most of us don't know exist. That's why there's all this confusion of not knowing where to go to find service advisories. So I don't agree that we are spoiled, just uninformed. This is part of the communication problem some of us are suggesting needs to be fixed.

In any case, here's follower 87!



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

that's very fair. mostly I feel that everybody is supportive and honestly voicing their opinions and thoughts.. as I'm doing too.. so it's all good. It's raw and it's real that way. I like that.
--
Marc - CEO/TekSavvy



BronsCon

join:2003-10-24
Walnut Creek, CA
Reviews:
·SONIC.NET
reply to bbiab

said by bbiab:

I think most knowledgeable customers appreciate TSI's position and effort Marc.

And some non-customers...


BronsCon

join:2003-10-24
Walnut Creek, CA
Reviews:
·SONIC.NET
reply to TSI Marc

said by TSI Marc:

that's very fair. mostly I feel that everybody is supportive and honestly voicing their opinions and thoughts.. as I'm doing too.. so it's all good. It's raw and it's real that way. I like that.

You heard it here first, folks. Marc likes it real raw.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

LOL. glad you like the position and effort!
--
Marc - CEO/TekSavvy


UK_Dave

join:2011-01-27
Powassan, ON
kudos:2
Reviews:
·TekSavvy DSL
·Bell Sympatico

1 edit
reply to TSI Marc

said by TSI Marc:

that's very fair. mostly I feel that everybody is supportive and honestly voicing their opinions and thoughts.. as I'm doing too.. so it's all good. It's raw and it's real that way. I like that.

Maybe it's because I'm not used to it - but I find it quite amazing that we're here on a Sunday afternoon, having this kind of discussion, with the CEO of our ISP.

Cheers
Dave

edit: Because it's Sunday. Not Saturday.

sgtux

join:2012-07-14
reply to TSI Marc

It's simple really and it's that UBB is far from gone...

Mister CEO! I have been kept silence reading all this thread till now. How can you even discuss the issue like UBB? It's just ABSURD and you know it better than anyone because you are CEO of an ISP company that first protested against it in Canada. I immigrated from Europe only 8 years ago and I've been with TekSavvy for 5 years. The Internet UBB exists in Canada only. Even your notorious Rogers is just a big Bell re-seller at the end. Canadians, wake up, do not be sheep!

Mister CEO! I 100% agree with OP. Fortunately Canada still has companies like TekSavvy and CEO like you are, even if you are a re-seller at the moment and not ISPs yet I hope it's gonna changed soon. But even so, you are in charge to get rid of such incompetence your company has acquired for the last two years like crappy customer and technical support even if you blame that most of TekSavvy employees are the same as 5 years ago. Mentality (or something else) was definitely changed. That's why you can only *sigh* when you see such complaints every week.

P.S. Personally I would discuss anything only with adequate people like OP or UK_Dave for example... I'm a professional programmer with over 20+ years of experience in Networking and UNIX OS, so I don't think I might accept any arguments from kids or teenagers like xdrag, sorry in advance.