Topic 'Re: [DSL] Rocky! You still monitoring. I need help help! Nightma' in forum 'TekSavvy' - dslreports.com

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 18 Oct 2012 19:58:57 EDT

TSI Pierre posted : kidjake284 I want to thank you for your patience, I did witness Phil and Andre working real hard at getting a tech properly dispatched and even though we were told it would happen, it didn't and for that I apologize. Yes at times we are at the mercy of the incumbent but at the end of the day YOU are our customer and that's what counts to me. We are investigating with the incumbent this case and we are reviewing our procedures to try and mitigate these issues in the future. Once again...thank you and happy you are back online!
--
TSI Pierre - TekSavvy Solutions Inc.
VP Operations

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 18 Oct 2012 19:34:14 EDT

kidjake284 posted : Yes I want to thank TSI for helping out but to be honest it took three weeks for someone like Phil and Roger to take action.

There were rejection orders coming back and TSI asking me to call the phone provider to verify my address. I called the phone provider who swore up and down that the address is correct. I got "numerous" messages from TSI stating that they found the problem and was resubmitting the order only to have it rejected. Three weeks of this until they decided to cut my internet for no reason! Imagine how you would feel in my position?

I spent at least 4 separate days at the office waiting for the bell tech to arrive when TSI said they would only to be disappointed. That was really frustrating not to mention work loss.

The last time, when TSI said the tech would be coming before 5pm. I knew very well that they wouldn't be coming and sure enough I was there until 6:00pm and no one showed.

Again I know TSI is at the mercy of Bell and I'm all for rooting for the underdog but sometimes you need to be a little more proactive and when someone says I need help they shouldn't have to go to a forum to get it.

Having said that Thank you everyone for getting me back online.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 18 Oct 2012 11:46:42 EDT

BronsCon posted : This all leaves me scratching my head and wondering why Bell can't be more like AT&T...

I signed up with Sonic.net after hours on Friday, so the order wouldn't have been put through to AT&T until Monday. I never got an install date (Sonic will get me one once AT&T gets it to them) but out of sheer boredom I connected my phone last night; got dial tone, called my cell, it rang, the correct number showed up. Called the line back from my cell, it rang.

So AT&T gets the order Monday, you know they didn't process it that day, so they processed it Tuesday and had a tech out Wednesday. Sonic.net probably hasn't gotten that far into their ticket queue and I'm already hooked up. As soon as my equipment gets here, I should have DSL.

Now, I switched to Sonic.net on Friday because it just recently became available to me here, which I learned because I was checking on availability for my office (which happens to be a 4 minute walk from my apartment) and had placed an order there, as well. That order was placed Friday afternoon, given connect date (AT&T) of Wednesday, wherein the tech showed up promptly within the first 10 minutes of the window, did his bit, and was on his way. Dial tone on both lines (bonded DSL). The Sonic.net tech will be out tomorrow with the DSL equipment for the office.

Why is AT&T this good about hooking up third party users? Because the money they get from TPIA is money that's not going to their competitors; so they view the ISPs who lease their network as their customers, because they are.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 18 Oct 2012 11:16:27 EDT

AkFubar posted : Amazing commitment to customer satisfaction!! Well done TSI!

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 18 Oct 2012 10:51:56 EDT

TSI Andre posted : Just wanted to share an update... Yesterday, Phil & I worked extremely hard to get a tech out for kidjake284 and despite commitments made, a tech never showed. I can confirm that a tech is working on his line now and we hope to have it resolved shortly.

I will also be working on finding out why a tech didn't show yesterday.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 16:10:51 EDT

TSI Andre posted :

said by kidjake284:

Pierre,

I can assure you that the technician will NOT be here before 5pm or in fact today! I know this for fact. Please see email to Andre and Phil regarding this matter.

I know that you guys will be gone by 5pm but I will still be without internet.

We don't end at 5 ;) I am acutally in his office talking about your email. He is aware we are going back to bell to cross our Ts and dot our Is

Thanks,

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

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 16:08:58 EDT

kidjake284 posted : Pierre,

I can assure you that the technician will NOT be here before 5pm or in fact today! I know this for fact. Please see email to Andre and Phil regarding this matter.

I know that you guys will be gone by 5pm but I will still be without internet.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 14:56:05 EDT

TSI Pierre posted : kidjake284 we just got confirmation from the service director at bell that they spoke to the tech and they are currently at another job and will be sending the tech over before 5. Really sorry about this.
--
TSI Pierre - TekSavvy Solutions Inc.
VP Operations

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 13:46:25 EDT

kidjake284 posted : I'm looking forward to hearing from you.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 13:15:06 EDT

TSI Andre posted : Hi kidjake284,

I just want you to know that we do take this seriously and we have been engaging Bell to get this fixed. I've been on Phil to make sure he is on top of things, and he is and he has been going back and forth with Bell and checking for updates.

As of this morning we engaged level much higher than we should have (according to the procedural put out by Bell), and we have no problem doing so.

I just want you to know that we care and we are working on it.

Thanks,

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

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 13:10:18 EDT

TSI Pierre posted : kidjake284 I'm sorry about this, I'm personally going to take a look at what is going on here and get back to you.
--
TSI Pierre - TekSavvy Solutions Inc.
VP Operations

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Wed, 17 Oct 2012 12:47:27 EDT

kidjake284 posted : Everything just went from bad to worse as my internet connection has been cut off! As of yesterday 5:20pm it went down!

I have NO INTERNET now (adsl or vdsl)?

No one is willing to take responsibility for it and nothing is being done in a timely fashion. It's now 12:40pm and my internet is still down and your company has assured me that Bell is "digging into it". Seriously? No digging is required, the incident manager can call out to the local dispatch for my area and send out a tech!

This has been the worst experience in my 20+ years of IT. How can a simple upgrade take 3+ weeks where in the end I'm left with no internet.

I've pretty much documented my whole experience with this process so that some one out there can see what I've had to endure and possibly have the power to change the system (doubtful but hopeful).

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Tue, 16 Oct 2012 10:44:50 EDT

TSI Andre posted : I hear ya... Phil is working on it right now.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Tue, 16 Oct 2012 09:49:39 EDT

kidjake284 posted : Well yesterday came and went. Although I have a brand new shiny pots splitter from the 2nd tech who managed to show. The primary tech who is supposed to switch us to VDSL sadly did not show.

Is this crazy or what? Seriously I don't think this is something anyone should endure??? Am I right?

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Mon, 15 Oct 2012 11:20:47 EDT

TSI Jonathan posted : Fingers crossed as well :) Please keep us posted.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Mon, 15 Oct 2012 11:19:51 EDT

kidjake284 posted : Monday is here and waiting patiently for Bell tech to arrive.

Crossing my fingers :D

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Sun, 14 Oct 2012 21:05:33 EDT

Gimli posted : There are a number of issues here that need to be considered.

1. Hiring / Sending a tech out is not cheap on a contract basis. Robbers / Bhell can afford tech visits because of the ridiculous monthly profit on each Customer account.

2. 3/4's of the issues are something a "teksavvy" onsite tech cannot rectify anyway. The main issues that they would be able to deal with are internal wiring and config issues. When it comes to unregistered Macs ( cable ) or disabled line cards ( dsl ) there is nothing we would really be able to do other than call in for the ticket. Internal issues are Customer centric issues that are the customers responsibility.

Trust me when I tell you that some of the responses that the incumbents send back to Teksavvy when a ticket is submitted would make you lose your mind and want to do bad things to the nearest Rogers/Bell store.

While it would make for a smoother installation and much faster troubleshooting, unless the customer is willing to foot the cost of an "in home custom setup" - it would be financially impossible for Teksavvy to facilitate that type of service based on the small profit margins. If you don't believe that the profit margins are in reality small like some may think, I would invite ye non-believers to spend a few minutes and read through some of the CRTC tariffs and with a little math and deduction, you can figure out how much profit there really is. Dont forget the biggies in your arithmetic: Tariff customer charge, activation fees, capacity, staffing, billing, and troubleshooting costs to name a few.

The only shot is using a Tek reseller that is willing to go the extra mile, but for many reasons that I wont delve into here, it is becoming more difficult to facilitate that as well.

The key to the future is enforceable Incumbent SLA's and access to the tools needed for proper remote troubleshooting. The Tools exist , Tek just needs to get access to them tout suite.

There are now some key people in positions @ Teksavvy that I have hope and confidence will make a difference in the coming weeks / months. Hopefully soon things will improve. In the meantime, we do our best to keep things moving!

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Sat, 13 Oct 2012 15:36:26 EDT

TSI Andre posted : You are absolutely correct! Switching isn't that hard. The real issue is having the technicians to come out and finish the work properly. When installing an FTTN connection, Bell sends 1 tech for CO/Stinger/Remote work and then a third party tech for Work at the prem. This is usually where things get dropped.

Can you please keep me posted on how the install goes on monday?

feel free to email me at andre@teksavvy.com

Cheers,

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

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Sat, 13 Oct 2012 11:59:51 EDT

kidjake284 posted : Listen, I'm not an idiot, I know its a Bell problem. It frustrates me to no end that BELL and Rogers has this monopoly that is liking to a mafia.

But seriously three weeks? The last time when the tech was suppose to show. I called around 6pm and I told TSI David that this guy is going to be a no show. According to him he had called bell and they said they were still on schedule and that we would have to wait until the end of the day. I know how bell works, they can call dispatch and find out exactly where the tech is and and estimated time of when they are going to show up. We have done that many time with our customers who are directly with bell. If you call them enough times eventually you can get through to a incident manager who can make the right calls to sort things out.

Now I don't know what's involved in switching us from ADSL to VDSL (not sure if it's a matter of switching to a different stinger, port or if its a back end thing of flicking a switch etc) but my guess it shouldn't be that difficult. So why does it take 3 weeks to make this happen?

Yes we were originally a Teksavvy reseller dropped out due to commitment quota's (which I completely understand). I have been with Teksavvy for many many years and they have been great in all aspects (not just providing internet service but fighting for our rights), so it just comes as a shock to me that their communication/relationship to Bell is so screwed up that it leaves them control less.

Having a Teksavvy tech onsite would be a good idea to at least troubleshoot issue relating to issues beyond the demarc, however from my experience real issue tend to be Bell's territory. I may be wrong on this but as I said in my experience.

So I'm now waiting until Monday for another tech to show up and upgrade my service. We shall see.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Sat, 13 Oct 2012 07:46:58 EDT

TSI Marc posted : I'll be at the ISP Summit.. We're a platinum sponsor... I'm game to talk about it with who ever while there for sure.
--
Marc - CEO/TekSavvy

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Sat, 13 Oct 2012 00:59:54 EDT

xdrag posted : There's some good ideas running here.

This person might as well be an informal spokesperson for TSI. A bit of a troubleshooter/techie but personable enough to start educating people on "why" TSI gets the short side of the stick. Tell customers why TSI is having so much trouble getting bell and rogers to play nice when fixing issues.

For the difficult cases, this tech can be dispatched and have a semi-dedicated upper level agent who is on the ball with CSR. The tech calls in, tells the agent this is what's going on and the CSR can push things through in the right direction.

Just a while ago, there was that huge discussion on getting the word out there. A current reseller that can be trained to do this? Why not.

looks like there's two potentials already.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 22:16:55 EDT

Gimli posted :

said by Teddy Boom:

said by xdrag:

they're not a reseller.. lol not sure if joking

Teksavvy isn't a reseller, no. Gimli and I are Teksavvy resellers. Teksavvy thinks of us as independent sales agents, but we think of ourselves more like extended local technical support.

Defacto Tech support / fix the f-ups / have no hair left.
lol

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:54:21 EDT

Teddy Boom posted :

said by xdrag:

they're not a reseller.. lol not sure if joking

Teksavvy isn't a reseller, no. Gimli and I are Teksavvy resellers. Teksavvy thinks of us as independent sales agents, but we think of ourselves more like extended local technical support.
--
electronicsguru.ca/for_sale/Cablemodems

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:50:30 EDT

anon posted :

said by xdrag:

Marc,

I think that wouldn't be a bad idea. Hire 1 or 2 techs and for those with problematic solutions that bell can't fix, maybe you can send them out to scope out the problem.

Inside wiring or maybe more. They don't have to touch bell's properties but they can do an advanced troubleshooting for the customer.

As a Teksavvy reseller, we already do this for our customers in the GTA, Halton and Hamilton areas.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:23:29 EDT

xdrag posted :

said by Teddy Boom:

said by xdrag:

I think that wouldn't be a bad idea. Hire 1 or 2 techs and for those with problematic solutions that bell can't fix, maybe you can send them out to scope out the problem.

Inside wiring or maybe more. They don't have to touch bell's properties but they can do an advanced troubleshooting for the customer.

This is pretty much what a good reseller does now ;)

they're not a reseller.. lol not sure if joking

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:15:26 EDT

Gimli posted :

said by Teddy Boom:

said by xdrag:

This is pretty much what a good reseller does now ;)

Actually have had that conversation with Andre many moons ago.... but it never went anywhere.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:13:28 EDT

Teddy Boom posted :

said by xdrag:

This is pretty much what a good reseller does now ;)
--
electronicsguru.ca/for_sale/Cablemodems

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:08:55 EDT

TSI Marc posted : I'm game. I need somebody very reliable that I can count on to help launch something like this. It's finding that key person who's a great fit.
--
Marc - CEO/TekSavvy

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 15:03:40 EDT

xdrag posted : Marc,

I think that wouldn't be a bad idea. Hire 1 or 2 techs and for those with problematic solutions that bell can't fix, maybe you can send them out to scope out the problem.

Inside wiring or maybe more. They don't have to touch bell's properties but they can do an advanced troubleshooting for the customer.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 12:37:44 EDT

TSI Marc posted : It's worse than that. Even if I wanted to have my own techs.. I cant!! It's their network.. their property.. I can't send ppl out to make changes to their network...

I could get some field techs to go on site and rule out all possibilities that it's anything other than their network though.. but outside of that, it really does need to be them.
--
Marc - CEO/TekSavvy

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 10:49:34 EDT

elwoodblues posted :

said by kidjake284:

The incumbents are managed/directed by TekSavvy.

LOL

All Teksavvy can do is put in a request for a tech, the rest is out of their hands, and I'm not a fanboi.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 10:48:46 EDT

kidjake284 posted : The incumbents are managed/directed by TekSavvy.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 10:47:41 EDT

elwoodblues posted : Teskavvy has no outbound techs, you are serviced by the incumbents.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 12 Oct 2012 09:43:12 EDT

kidjake284 posted : Okay we're going onto three weeks now and was promised a tech would show yesterday. Yesterday came and went no show!

This is beyond ridiculous! It can't be that difficult to upgrade ones internet service!

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Tue, 09 Oct 2012 12:52:07 EDT

kidjake284 posted : So Bell did not show nor did the Teksavvy tech.

This is really crazy. You would think this would be a no brainer.

I currently have teksavvy dsl and all I want to do is upgrade it to the faster speed.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Mon, 08 Oct 2012 07:01:01 EDT

anon posted : TSI David...send you PM...Bell was a no show.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Mon, 08 Oct 2012 07:00:56 EDT

anon posted : Oh I didn't know that...thanks

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Fri, 05 Oct 2012 12:05:34 EDT

TwiztedZero posted : Rocky Gaudrault Leaves TSI (redux), no longer 'monitoring'.

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 04 Oct 2012 19:12:50 EDT

MaynardKrebs posted :

said by KidJak28 :

Rocky! You still monitoring.

Rocky has left the building and appears to no longer have any involvement with Teksavvvy.
»Re: TekSavvy - glorified reseller, not ISP

IIP* Rocky.

*Invest in Peace

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 04 Oct 2012 18:32:44 EDT

koreyb posted : Unless things have changed, the Circuit number is not your phone number it's usually letters and numbers..

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 04 Oct 2012 16:33:34 EDT

TSI David posted : Hi,

If you would like to have one of us double check the submission to ensure no further issues arise please feel free to PM all the same.

Always best to check now than to experience additional issues a couple of days down the road.

Please let us know :)

David
--
TSI David - TekSavvy Solutions Inc.
Authorized TekSavvy Employee (TekSavvy FAQ - Official TekSavvy Support Agents)

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 04 Oct 2012 16:18:43 EDT

anon posted : I just spent another 50 minutes on the line with support and they corrected the problem. I have no idea what it was but they said that they corrected the issue and resubmitted the order.

It should be installed tomorrow but proof will be in the pudding.

I'll report back tomorrow.

Thank you

Re: [DSL] Rocky! You still monitoring. I need help help! Nightma

Thu, 04 Oct 2012 16:14:07 EDT

TSI David posted : Hi,

If possible can you post over in the direct forum or send me a PM so we can assist you with this situation?

Thank you,

David

[DSL] Rocky! You still monitoring. I need help help! Nightmare!!

Thu, 04 Oct 2012 15:54:36 EDT

anon posted : I'm a loyal Teksavvy biz customer for over 7 years. I wanted to upgrade my DSL service to the 16/7 service and it's been nothing but a nightmare.

Each time support calls me back to say that the order has been rejected. Bell cannot match the address or something like that.

My current line is an 6mb DSL line on top of Allstream pots.

Support now wanted me to call Allstream to verify the address which I did and it's all good. They also wanted me to find out the circuit number which is Allstream verified with Bell which is the phone number.

I don't get it....Teksavvy has my address, they have my current DSL line info....just upgrade me!!!

Can someone please help!!! This is a nightmare!