Topic 'Re: Teksavvy is down in the north west of Waterloo, anyone else?' in forum 'TekSavvy' - dslreports.com

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 18:08:34 EDT

Nagilum posted :

Is this an omen of what we can expect in terms of connectivity, or is this an unusual anomaly?

I'm in Kitchener and have had TSI Cable Internet since June. I can only recall two outages in that time, the one yesterday and one several months ago where Rogers was increasing the channel bonding.
--
"The Net interprets censorship as damage and routes around it." - John Gilmore, 1993

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 10:40:43 EDT

quartapound posted : @harmar... fixing a fibre optic line vs coax is like comparing a car to a space shuttle... it does require more knowledge/skill/tools, and as nitzguy said, there probably aren't as many of these crews around as there should be (and they probably make very good $$ as a result). Hopefully as fibre becomes more prominent that will change.

Buzzymandias and Atticus also made great points (I was in the same boat as atticus) ... I'm a student as well and needed online for all of the reasons he mentioned.... also as stated, not everyone has a laptop... not everyone can go to timmies, nor would that atmosphere be suitable for certain reasons (studying, tests, ect).

as Buzzymandias stated... none of us thought that posting here would get the problem solved any faster... This forum is designed precisely for the purpose which we are using it.

...To the trolls complaining about other people complaining... their posts are even more useless than ours.

....should I start complaining about the people complaining about the people complaining? ...if you know better than us, find something more productive to do with your time maybe?

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 09:25:07 EDT

harmar posted :

said by nitzguy:

These things happen, unfortunately fibre splices take an extremely long time to repair...

Then how come rogers fixed one near my place about 4 months ago within 2 hours. Internet went out at 11am because a construction crew severed the cable. by 12:45 internet was back online. Rogers crew was on site within 20 minutes
Now to be fair it wasn't a main cable that effected the whole city, it was a small cable that effected a street, but still.. heck suprised it was even that fast since with a street not like they have a whole tricity bitching

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 09:24:55 EDT

phippsju posted : I am in the Kitchener centre area (Highland & Westmount). My services officially switched over to TekSavvy on the 26th from Rogers (Phone and Internet).

We went down yesterday at approximately 2:30pm. It came back online sometime throughout the night, and we were up temporarily this morning until approximately 8:45am, and are now down again.

In total I think we've been down more than we've been up. Is this an omen of what we can expect in terms of connectivity, or is this an unusual anomaly?

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 01:34:05 EDT

anon posted : My connection is finally working.

Thank you for your hard work TSI. As a student, I really appreciate your affordable services; I've literally saved hundreds of dollars this year just on internet services alone. The long downtimes are no doubt annoying, but the overall value is still better than any ISP I've had in the past.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 00:36:50 EDT

The Mongoose posted :

said by SDA :

Almost 9 hours here in Kitchener, it went down during a web meeting with a client, and I have a ton of work to catch up on now - 9 hours, and still counting, is unacceptably long. I have been trying to get an idea of when they can have this resolved so I can make arrangements, but obviously that was a fail. So much for customer service

I'm working off a mobile data plan, which really is only intended for short emergencies, not full days of being offline.

In my area, at least 1x a month we lose service or have badly slow speeds (Extreme Package). But usually its only 15 minutes to a couple hours. This ... is not acceptable

If you require guaranteed uptime from your internet service for business purposes like client meetings, you should probably be using a business package that includes an SLA. Residential services are going to go down occasionally. There's no way around it. Alternatively you can add a DSL plan...it's very unlikely both DSL and cable will be down at the same time. Obviously both options are more expensive, but that's the price of reliability, unfortunately.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Wed, 28 Nov 2012 00:13:52 EDT

nitzguy posted : These things happen, unfortunately fibre splices take an extremely long time to repair...

Not because the repair itself is lengthy, but the amount of time in prep to get the team to the location is lengthy...

Random fact: there are not many of these teams around...they have to be organized and then they have to be dispatched to site...and its not like they can just drop everything at a drop of a hat and go and repair this fibre, it goes like this, dude is on-call, receives a call and they have a response time SLA, and they get to that, its not like he's eating and he drops everything to go and splice the fibre.

So, it does suck, would it be possible for companies to have redundant links? You'd think so but it wouldn't be cost effective...

Also, all fibre splices take roughly that long...even on an industrial scale where a large mining concern had a fibre cut because the boom truck wasn't paying attention....took about 9 hours to get everything back and running properly.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:39:39 EDT

atticus18244 posted : That's great for you if you can just drop into Timmies to check your email. Some of us are students who rely on the internet to get our notes, submit our assignments, do our quizzes. There isn't exactly enough room on campus either especially as finals approach (and Timmies isn't exactly a good environment for quizzes). I'm very glad I didn't require the internet for anything too important tonight. I'm not blaming Teksavvy at all but just because you don't need the internet for anything important, some of us rely on it.

Also, service is backup for me over by the WLU area. Out from 3pm-11pm.

»www.speedtest.net/result/2336538534.png

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:31:56 EDT

TSI Duty Mgr posted : Glad to hear people are getting back online! Just waiting on the official word that we are in the clear!

Thanks everyone!

Jennipher
--
TSI Duty Mgr
Operations Manager on Duty

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:20:29 EDT

lcb posted : *dance*

Just as I couldn't take it any longer and was setting up mobile hotspot credentials. Bamm. Like a boss.

Good to be back. And thanks to TS for their hard work in an unfortunate situation.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:20:28 EDT

steve_9364 posted : Internet is back up in Kitchener. I am near Sunrise Center.

All that complaining people, and now you just look like cry babies.

Go Teksavvy!

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:14:32 EDT

quartapound posted : its BACK!

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:09:55 EDT

anon posted : Almost 9 hours here in Kitchener, it went down during a web meeting with a client, and I have a ton of work to catch up on now - 9 hours, and still counting, is unacceptably long. I have been trying to get an idea of when they can have this resolved so I can make arrangements, but obviously that was a fail. So much for customer service

I'm working off a mobile data plan, which really is only intended for short emergencies, not full days of being offline.

In my area, at least 1x a month we lose service or have badly slow speeds (Extreme Package). But usually its only 15 minutes to a couple hours. This ... is not acceptable

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:04:30 EDT

TSI Duty Mgr posted : Hello,

We have an update, Rogers replaced the line card on the router but the service is still down and they still cannot provide us with an ETA. I apologize for any inconvenience.

Regards

Jennipher
--
TSI Duty Mgr
Operations Manager on Duty

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 23:03:59 EDT

Buzzymandias posted : You're assuming that getting the repair done quickly is the reason for complaining. I doubt anyone really thinks that posting a message here will get the cable spliced faster. The real purpose of venting here is giving TS a tangible reminder that customer service is crucial to customer retention. Like sending a petition to your MP may not affect the current situation you're protesting, but the annoyingness of constant letters keeps your MP on notice that someone's watching. (Maybe a bad example, since many of them don't care anyway, but you get the drift). So we're actually helping TS by sending a signal about how much we value reliable service. I for one would pay an extra $5-10/month if I knew that there was enough redundancy in the system for this kind of thing not to happen (is that enough money? Idk). As for going to another ISP... Show me one who actually has implemented such a system. I'm not paying more for crappier service, for similar downtimes, and for low caps.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:48:43 EDT

anon posted : well then switch... there's nothing that says you have to stay... switch to one of the larger companies that have money to put into their infrastructure and have backup lines. There's also nothing in their TOS, or any TOS, that guarantees 100% uptime. For the amount of internet and bandwidth cap that I am getting compared to the other companies, Im not complaining if something like this happens. If I needed almost guaranteed uptime though and run a business I wouldn't be relying on Teksavvy though for my internet, although for some reason you guys are putting all your trust in them... that's just your own fault. Just stop complaining, there's obviously someone working on splicing the fibre back together (which takes a lot of skill and labour). Not like it's going to get done any faster...

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:41:46 EDT

quartapound posted : I hope Google Fibre makes it here eventually....

...who said it's the end of the world? .... we're using the forum exactly as it's intended...to communicate/express opinions.

I agree it could be that whoever owns the lines has not provided an ETA... they could communicate that as well.

leaving us in the dark.... as stated, and also IMO, isn't good enough.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:40:24 EDT

kabes posted : No one said hyperbole like it's the end of the world. I simply wanted to know if it'll be up tomorrow so I can know if I need to make other plans. the work I need to do is done on my desktop which I'm not hauling to timmies but I will haul to a friends if necessary.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:15:56 EDT

BGB posted :

said by kabes:

I have to agree that no ETA isn't good enough. How can it still be a mystery after 8 hours.

It could be that Shaw or whomever owns the fiber line has not provided one, hense TekSavvy does not have one to give.

Folks, it's not the end of the world because the internet is out for a night. If you need it that bad, go to Timmies and use their free wi-fi :)

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:10:59 EDT

kabes posted : I have to agree that no ETA isn't good enough. How can it still be a mystery after 8 hours.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:09:08 EDT

harmar posted : sorry, I got my terminology wrong, the construction company severed and rogers spliced it.. all within 2 hours

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 22:05:12 EDT

quartapound posted : @harmar.... if the construction company spliced a cable there wouldnt be a problem. the construction company severed the cable, and rogers spliced it.

and....this is the second time I've been down in less than a month. the last time was a 'provisioning issue' (although I've been setup since August)... my modem started pulling a rogers IP and it wouldnt let me connect.

Took days to fix.

a severed fibre shouldn't take this long to fix...especially if a construction company severed it... they already know where the problem is.

they should provide an eta as well, although I doubt it'll get fixed tonight.

if there's no eta, they probably haven't started fixing the issue (or just don't care enough to inform their customers.... it'll work when it works)

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 21:44:43 EDT

anon posted : Still down in uptown Waterloo.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 21:35:14 EDT

steve_9364 posted : People complain too much. We all have issues when the internet goes down. Teksavvy is the best thing that has ever happened to me after years and years of Rogers and Bell. A day of downtime is worth the months of up time. That up time includes awesome customer service, cheap fast internet and no cap. Don't forget the good stuff so quickly people! Go Teksavvy!

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 21:24:13 EDT

cyc66 posted : Fiber or cable?

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 21:18:16 EDT

harmar posted : i dont know, some construction company here spliced a cable, rogers had it fixed in 2 hours

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 20:58:59 EDT

cyc66 posted : That sounds about right :)

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 20:55:09 EDT

Inssomniak posted : Caledonia, ON --

Construction truck takes out overhead fibre operated by Mountaincable (now Shaw), thousands of customers south of there out of service, phone, internet, TV. Including my ISP.

7 hours start to finish to splice in a new section of fibre.

True story..
--
OptionsDSL Wireless Internet
»www.optionsdsl.ca

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 20:52:05 EDT

cyc66 posted : Cut fiber lines can take awhile to repair

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 20:46:21 EDT

kabes posted : Any more updates?

Going on 7 hours....unacceptable

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:44:03 EDT

Guido posted :

said by s_horty_s88:

said by elitefx:

said by s_horty_s88:

ah. another day with canadian ISP's i see. all is normal, nothing to see here folks!

Yea, you're right, but us Canadians aren't as dumb as our ISP's make us look to the rest of the world....... :D

hahaha, i don't know about that. they give us crap service, we pay for it. they give us same service and label/market it all fancy and top-tier, and we still pay for it. then they upgrade our upload from 512kb to 1mb and say they have "DOUBLED OUR SPEEDS!!!" how AMAZING!? what a deal i say! then we proceed to pay even more for this shit!

but most of us don't know the difference, were so ignorant. if we were properly educated about the way these services are being handled in canada, we wouldn't be so far behind the rest of the world, and sure as hell wouldn't pay as much as we currently are for it.

i think we are pretty dumb! herp derp.

Tend to agree - but to be fair, the regulatory structure in Canada certainly hasn't encouraged competition between ISPs - some baby steps recently, but we're still miles behind so many places in the world.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:40:18 EDT

s_horty_s88 posted :

said by elitefx:

said by s_horty_s88:

ah. another day with canadian ISP's i see. all is normal, nothing to see here folks!

Yea, you're right, but us Canadians aren't as dumb as our ISP's make us look to the rest of the world....... :D

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:34:22 EDT

harmar posted : sucks, guess I will just have to use my 3g connection for now until it is fixed

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:32:30 EDT

elitefx posted :

said by s_horty_s88:

ah. another day with canadian ISP's i see. all is normal, nothing to see here folks!

Yea, you're right, but us Canadians aren't as dumb as our ISP's make us look to the rest of the world....... :D

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:26:37 EDT

s_horty_s88 posted : ah. another day with canadian ISP's i see. all is normal, nothing to see here folks!

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:25:56 EDT

Annex posted : I'd love to know who cut the fibre and where, and not just for curiosities sake. And what happened to secondary connections? Single line cut shouldnt take out multiple cities. This isn't Africa

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:25:52 EDT

elitefx posted :

said by yyzlhr:

If internet is an integral part of your livelihood, you'll happily pay up for carrier grade access or a backup connection.

Well, if everyone is running a business on their home computer then shouldn't they have a "Business" connection or some such thing?

What you said makes perfect sense but I wonder how realistic that expectation is. I thought running a business on a residential connection was against the rules? Don't know.

I know my Rogers connection has been down maybe 6 times in 10 years and except for the 2 1/2 hour blackout a month? or so ago the longest has never exceeded 1/2 hour.

Guess you get what you pay for.............

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:16:59 EDT

Guido posted :

said by elitefx:

said by Guido:

Redundancy costs money. If you want higher uptime, get a backup connection or a fibre connection (with a backup!).

Gotta say that's just the most ridiculous thing I've ever saw posted on here. Who in their right mind would pay for 2 residential internet connections?

What you need is ONE connection with a RELIABLE TRUSTWORTHY NO BULLSHIT NO EXCUSES ISP!!!!

Oh Wise One! Please enlighten us all as to the name of this mythical 100% uptime residential ISP! I hope they cost the same or less than Teksavvy. I'll be submitting my resume there tomorrow as I'm sure it would be lovely to work for an ISP where technical support is not necessary.

I await your response with bated breath.

Look, I understand the frustration people feel when their connections go down - I'm a student as well as a tech worker, and I'm usually online during most of my waking hours - but nothing (including ISPs) is perfect. Have a backup plan: Second connection, go to a library, go to your school, go to a coffee shop.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:16:02 EDT

yyzlhr posted :

said by elitefx:

said by Guido:

Redundancy costs money. If you want higher uptime, get a backup connection or a fibre connection (with a backup!).

No residential provider promises 100% uptime. If internet is an integral part of your livelihood, you'll happily pay up for carrier grade access or a backup connection.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 19:09:13 EDT

BGB posted :

said by TSI Taunia:

**Update**

We have been advised that there has been a Fibre Line cut, which was the root cause of the whole area going down. There is still no ETA for this.

That sucks. Hate it when fibre lines go down

(And before the haters say something, it happens with the incumbents too. I've had outages related to fibre cuts in the past with both bell and rogers)

Hopefully it gets fixed tonight. In the meantime I got a bunch of dvds ready.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:52:40 EDT

elitefx posted :

said by Guido:

Redundancy costs money. If you want higher uptime, get a backup connection or a fibre connection (with a backup!).

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:45:35 EDT

anon posted : A fibre line cut? Can you please clarify? You mean like some construction crew cut something in the street??

This is taking way too long and I don't need to hear from apologists that its my fault for not having 2 internet connections.

Cannot go another day without access so please let us know if we have to make arrangements.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:37:28 EDT

anon posted : Finals are coming up and I need the Internet to study... Any idea as to when this will be fixed?

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:36:49 EDT

TSI Taunia posted : **Update**

We have been advised that there has been a Fibre Line cut, which was the root cause of the whole area going down. There is still no ETA for this.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:21:32 EDT

Guido posted : Redundancy costs money. If you want higher uptime, get a backup connection or a fibre connection (with a backup!).

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:15:30 EDT

anon posted : @TSI_Martin - Thanks for the link.

I know you're working hard to get this sorted. We're just anxious to get back online. It is my lifeline to work (telecommute) so downtime during the day is REALLY painful. Is there anything else you can share? Configuration problem? Failed hardware? any guess as to whether this is expected to resolve tonight?

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:15:24 EDT

anon posted : Yep, me too. Still down in central/west waterloo (university area)

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:09:42 EDT

jfgbaker posted : Out in St. Jacobs as well, no RCable access - TekSavvy DSL line just paid itself off this month (5Mbit sucks though).

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:08:06 EDT

sixer6 posted : I'm down in Kitchener, Ira Needles and university.

Thanks for the update TSI Taunia.

Re: Teksavvy is down in the north west of Waterloo, anyone else?

Tue, 27 Nov 2012 18:06:35 EDT

Annex posted : Backup equipment? Hello backup equipment? What kind of ghetto setup is this that some piece of equipment fails and the whole town goes offline. Pathetic. I stopped reselling after the stop sale early in the year and I'm glad I'm not subjecting any more of my clients to this kind of bs.