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Kane Hart

join:2012-11-17
Reviews:
·Rogers Hi-Speed
reply to Want2Know

Re: No Show Techs. Share your Experience

said by Want2Know :

said by Kane Hart:

Why do you guys need techs anyways? Seems really strange?

How else do you do installs?
How else do you fix external line problems?
How else do you change a drop or an entire line?
How else do the cable companies put a lock on your modem?
Why do they charge people for it?

I'm confused as to what you find strange? Care to share what it is you find strange? Maybe you never had a tech show up when you paid for it anyhow (as it applies to fibe for example). Did you ask your ISP for a 100$ refund? heh, think you will get a refund for a no-show tech?

I would since I would do a charge back myself. Sorry, I should have added more information like do you have to have a tech come if you already say have rogers cable in the house and Rogers Internet? I assume I could just have it mailed to me and install it myself right?

I for one will not let some cheap contracted SOB scout my house.


Want2Know

@videotron.ca

said by Kane Hart:

I would since I would do a charge back myself. Sorry, I should have added more information like do you have to have a tech come if you already say have rogers cable in the house and Rogers Internet? I assume I could just have it mailed to me and install it myself right?

I for one will not let some cheap contracted SOB scout my house.

I'm not too sure what Rogers or videotron do, other than install a splitter in your house if you have cable TV. Or remove old cable to put in a new run to your modem, if needed. Or do another split if you have cable-phone. There are a few scenario's. Most of which could be done by a customer I guess.

So if you had an option, you would do it yourself, and only if you needed a tech would you pay for it. Don't see why that isn't an option. But it isn't.

Maybe they are scared you will put a bad or wrong splitter (which is possible), then you waste everyone's time while complaining when you have to pay. Or complain the service is bad and something is wrong. Guess it's cheaper in the end to do a one off visit instead of having headaches due to the above. Best guess.


CuriousGorge

@videotron.ca
reply to resa1983

said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

7 days later, did Rogers ever show up to fix it?

Maybe they are doing like the tech said, forcing you to go to rogers after a month

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10

said by CuriousGorge :

said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

7 days later, did Rogers ever show up to fix it?

Maybe they are doing like the tech said, forcing you to go to rogers after a month

lol.
My connection was stable Tues-Thurs. Friday rolls around, and I get a call from TSI, telling me "Rogers says there's no problem, because your modem has been up for 3 days now." and that Rogers closed my ticket. The TSI rep explained what I had to do to get my ticket reopened (as my signal stats still weren't all within normal range). Told him I'd do it when I got home that night.

Got home that night, to my husband saying "The internet has been up & down all afternoon." I opened the logger immediately. After a few hours of running the logger (to provide proof), I reopened my ticket with TSI (provided alll the info again because Rogers was being stupid), and gave potential roll days.

Continued to run the log for my modem all weekend... My modem saw 1 channel's signal spiking badly, which made my modem lose channel bonding, which then caused the modem reboot. Every 30 minutes. Sometime yesterday afternoon, my connection stabilized for a few hours, so I updated my Direct Forum ticket with an updated logger file, and the note that I still need a rollout, despite the fact that I've been stable for 5 hrs, as it'll probably just start again.

I guess TSI forwarded my logger file to Rogers, as despite having a 'stable' connection, they've scheduled me a rollout for tomorrow.

This is what I saw for charting for my logger:
»dl.dropbox.com/u/9038867/Temp/Stats.png

The up & down lines are RF spikes and modem reboots. Its been a fun weekend.. Oh well. Looks like I'm taking part of tomorrow off to deal with the Rogers tech they roll.
--
Battle.net Tech Support MVP


Want2Know

@videotron.ca

You are kidding me. Rogers cancelled the tech visit because it was stable to them mainly because you did your best not to wiggle the wire which caused the disconnects? 3 days pass of unstable internet. This right so far?

Then TSI couldn't or wouldn't open/re-open another ticket for you unless you provided proof? Or they saw no reason to w/o proof as their hands may be tied. Not sure.

Then you had to provide proof by logging your connection stats.

Then tomorrow, the 8th day, Rogers is supposed to come by and fix it and you need to take more time off for them.

All this because the install, which *is* included in your costs, was not performed properly by Rogers (not to mention Rogers blew you off after 3 days).

Do you think there should be a mechanism for a charge-back?


jibby

join:2008-03-31
Reviews:
·TekSavvy Cable
reply to Want2Know

i had my Bell line (home phone and DSL) short out, no dialtone no nothing

3 full weeks of every day Bell either no-showing or sending the wrong techs (needed a 'riser team', on the rare occasion when techs did show up, they'd take one look and say 'you need a riser team' and then leave

next day (if they showed up) it would be another tech saying the same thing

one day of the 3 weeks was a holiday but Bell insisted they'd be sending someone out and told me to stay home

they never showed, i called and was told 'its a holiday, of course we're not going to come out today!'

after 3 weeks i told Bell to shove it, but they insisted i still pay for the month even though i didn't have service and they were too incompetent to restore it

after fighting with them for hours over that month, eventually i gave up since my time was worth more than the months fees

got a $200 disconnection fee for cancelling (customer for 7+ years but somehow my contract renewed itself when i had line trouble a few months before, how strange!)

had a $200 deposit that they sent 2 cheques for (their mistake) and then sent me to a collection agency for the extra $200 without ever contacting me to ask for it back

i learned that Bell is a very competent company who is definitely not borderline criminal



Want2Know

@videotron.ca

LOL The collection agency scam is a good one!

While all this was going on, did they insist that you have to be there for their no-show techs or incompetent techs like they told me? Just curious about this.


jibby

join:2008-03-31
Reviews:
·TekSavvy Cable

of course they did! for 3 weeks straight! lol

at least i can look back on it and laugh now, but i still can't believe a company that incompetent is still as successful as it is

especially fun is when i get a telemarketer for Bell and tell them the story and watch them squirm trying to bring me back to that mess


resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
reply to Want2Know

said by Want2Know :

You are kidding me. Rogers cancelled the tech visit because it was stable to them mainly because you did your best not to wiggle the wire which caused the disconnects? 3 days pass of unstable internet. This right so far?

Then TSI couldn't or wouldn't open/re-open another ticket for you unless you provided proof? Or they saw no reason to w/o proof as their hands may be tied. Not sure.

Then you had to provide proof by logging your connection stats.

Then tomorrow, the 8th day, Rogers is supposed to come by and fix it and you need to take more time off for them.

All this because the install, which *is* included in your costs, was not performed properly by Rogers (not to mention Rogers blew you off after 3 days).

Do you think there should be a mechanism for a charge-back?

Its either TSI get all the updated info up front again, or Rogers comes back asking for the info again, and my tech roll would be delayed an additional 2 days for a Rogers response.

As for proof.. They ask for signal stats around the time of the problem... I had already been logging my stats when I noticed the problems, so providing that was just simpler. As well, provides proof for when Rogers would inevitably say "But your modem's fine right now... You've been up 6 hours." TSI could respond "But look at her modem & its stats from over the weekend, it was down every 30 minutes for a reboot. Something's seriously wrong. We need a roll."

Also, I don't *have* to take time off for the Rogers visit, as hubby works nights on weekends (and he'll be home with the kiddo), but I'd prefer to be there, to make sure things actually get fixed properly. I'm thinking theres something wrong with the run, instead of wrong with the splitter because of these massive signal spikes.

Not to mention I'd planned to just go into work late, but the boss just told me to take the entire day off as he had no work for me, and was getting depressed watching me surf websites all day.
--
Battle.net Tech Support MVP


Memories

@videotron.ca
reply to jibby

said by jibby:

especially fun is when i get a telemarketer for Bell and tell them the story and watch them squirm trying to bring me back to that mess

I don't give them the time of day. Besides they only bother calling me once a year. Every year it's the same conversation.

Me: Not interested, why don't you and Bell go F yourselves and just stop calling me?

Bell Rep: Sir, that is rude. How dare you speak to people like that.

Me: I can speak to you any way I want. You're the Ftard calling me trying to help Bell steal more of my money than they already did.

Usually they just hang up the phone or even thank me before hanging up. But once one guy wanted to stay on and have fun and I got the BS about how they aren't the same company anymore, how they are bettER, and changed and learned now. So after the guy wasted 20-minutes I offered to let them install their crap to my home but said it will require a contract that you pay me 300$/month to have to deal with the crap Bell dishes out. Then that guy started swearing. Was quite funny. Wish I recorded it. "YOU WASTED MY TIME blah blah blah". heh

jibby

join:2008-03-31
Reviews:
·TekSavvy Cable

heh yeah i feel ya, and thats pretty funny

but for me, phone reps are just some paid monkey, not the person/people responsible for all the screwups that happened to me

so i try to be pretty nice, i just make it clear ASAP that no matter what they say i'll never come back to Bell, even if they were the last provider on earth

never ever

evar =)



Memories

@videotron.ca

Here's another guy with a no-show I just noticed in the Bell forum.
»Thanks Bell for no-showing today on my install

Guy was told to home home the entire day and wait for Bell, who, as usual, never showed. Now a Bell forum worker is trying to play the guys feelings "Maybe he got in an accident, the poor tech". LOL

I guess between the two of us, many a tech died on the way to repair lines. Must be a whole grave yard just full of techs for the two of us. An entire city of the dead with everyone that had this happen to them. There are only so many excuses and make believe stories you can expect someone to fall for. But the best card to play is to always play on someones feeling, like the bell employees try to do. As seen in the link.

I wonder if Teksavvy still took his money and told him "we have to trouble-shoot this". heh. Another sucker. Now this sucker will wait home all day at his expense, again, for a tech to try and show up. That is, if the poor, poor tech doesn't get in another car accident" *gasp*.


Task514

join:2007-10-21
Montreal, QC
Reviews:
·ELECTRONICBOX
reply to Want2Know

Installation date was today 5PM-8PM from Videotron (for Electronic Box cable) in Laval QC.

Tech never showed up, wife got a call at 7:30PM saying "oh, the tech is not going to show up, he had a big install at another place today..."

really sucks to run home early and wait for nothing...!
They should have a no show guarantee, like 25$ off if no technician shows up.



not even

@videotron.ca

said by Task514:

They should have a no show guarantee, like 25$ off if no technician shows up.

Should be your entire install fee (or setup fee) refunded + the first month of service free.

Stats show the average Canadian salary is ~23$/hr.

If I have to stay home for nothing all day or half the day that is a minimum of 4-8 hrs lost on the no-show + another 4-8 hrs lost for the second visit.

Should be fined a minimum of 100$ for the first no-show and 200$ for each additional no-show.

AC3

join:2012-03-22
Pierrefonds, QC
reply to Want2Know

In the past year with Bell I've had 4 no-shows and 0 for 4 manager callbacks; for major line problems involving my landline & TekSavvy DSL service. I can't discuss this much more, as I am going to litigation with Bell, and CCTS is involved.

I recently decided to switch back to cable with E-Box. Yesterday Videotron was a no-show for the install. Well, no, that's not accurate - he showed, parked in front of my house for 5-10 minutes, never got out of his truck, then disappeared. See my post here:

»Re: eBox: how long did it take to setup cable?


cog_biz_user
i ruin threads apparently

join:2011-04-19
Hamilton, ON
reply to resa1983

said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

I've been in the 10-15dbmv range for months, it's not that.