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NytOwl

join:2012-09-27
canada
reply to NightMayor

Re: TekSavvy - glorified reseller, not ISP

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¢.