|reply to silvercat |
Re: Will I have a better experience with Start?
said by silvercat:I don't mean to say they did it specifically because I was a TSI customer (although I'm not ruling that out). All I know is that I was disconnected, twice, with no explanation as to why. TSI suggested it may be because of Rogers' audits - they didn't / don't have a clear database of who is a TPIA customer, so since I wasn't with Rogers, I shouldn't be connected. Makes sense to me, but shouldn't have happened. I see (in recent posts) that this still happens with TPIA customers, unfortunately.
In reply to point 1: i doubt Rogers would disconnect you just because you are a Teksavvy customer.
said by silvercat:From reading some of Rocca's replies to others, although I realise Rocca wasn't in TSI's position, my understanding is Start is growing more slowly and cautiously. I do / did hold TSI accountable, because they didn't plan far enough ahead - yes, Rogers did increase speeds and delayed upgrades. However, TSI continued to sell their services straight through until *after* people started complaining about slow speeds... and even then they didn't do a stop-sell until somewhere in the middle. So, whereas I do agree Rogers had a part in this problem, it is ultimately TSI's problem to deal with. As I mentioned in my other thread in the TSI forum, no business can blame their suppliers for not being able to supply their customers. It is not up to the customer to accept that a supplier isn't delivering services as promised - it's up to the business to make sure that things go smoothly. That seems to be the excuse TSI gives every time something goes wrong. Yet, they have no problem to keep on selling services which they know full well they should have stopped doing long before.
In reply to point 2: Rogers are indeed to blame for what resulted as "oversubscription" of services. Reasons for this as you know: Rogers was extremely slow to upgrade the capacity to the POI you are connected to. Also, Rogers did increase speeds by a significant amount a while back, and failed to warn Teksavvy about this (resulting in the "oversubscription" issue you're talking about). I doubt any independent ISP would have been able to cope better than Teksavvy did, given the circumstances.
said by silvercat:Definitely ongoing, as shown in many threads in their forum.
In regards to the call wait times, and Teksavvy support personnel not calling you back when they said they would, that definately is an issue with Teksavvy's support system (and one they need to fix, if not fixed already).
said by silvercat:Yes, I fully understand the limited ability TSI (or any TPIA) has in dealing with an issue. I did offer some suggestions to improve that in my other thread. I'll wait to hear from Rocca whether he feels Start can do a better job or not.
One thing you have to understand, is that a lot of these issues with your cable connection are out of Teksavvy's control. What i mean by that, is that they do not have access to the troubleshooting tools that Rogers has -- so they can not "see" what is wrong. So i would assume they are at the mercy of Rogers dictating what kind of information to collect from a customer, and passing that on to Rogers technicians. I honestly can't see how they can improve that, and i don't see how any independent ISP can improve this while on the non-aggregated system.
Will problem resolution be quicker on the aggregated (Start) network ? Only Rocca would be able to give you the best possible answer.
You also have to keep in mind, and i'm sure you know this, that any node congestion that affects Rogers customers will affect Start customers.
I do understand as well that node congestion won't totally disappear ... however, what I can say (as I mentioned in my other thread as well) is that I was with Rogers for many years before switching to TSI. I can count on one hand the number of issues I had to deal with - a lot less than what I've experience with TSI, that's for sure. I realise this is a residential connection, and there's no guarantees. What I would like to know is what kind of assurance that the connection will not fall prone to mismanagement of the TPIA, lack of proper support (to the degree possible), and resolution of any issues that do come up within a reasonable time frame. You'd have to agree that months of an ongoing (intermittent) issue, with no explanation as to what's going on, etc. is a bit much. If that means I have to go back to Rogers to resolve this and get back to the level of service I came to expect when I was with them, that's what I'll do.