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TSI Keith
Premium
join:2012-07-09
kudos:5
reply to moovyguy

Re: [Cable] Still waiting for cable modem to activate

I apologize for this delay here. Typically there should not be any downtime in a situation like this, the old modem stops and the new one should be good to go. It looks like there was a mistake on the provisioning of this new modem but I got the needed information from your direct post and am submitting a ticket for you now. This will be resolved ASAP

Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Keith,

Will I need to reset the modem again?
--
.... and the monkey flips the switch.


TSI Keith
Premium
join:2012-07-09
kudos:5
I typically would recommend a power cycle from time to time yes.

In regards to your other question for Martin, unfortunately it is unlikely that this will be resolved tonight. With that being said though, we do typically find that provisioning tickets are often actioned quicker than others.

There probably wouldn't be a point in resetting much this evening I'm afraid. I have seen provisioning tickets actioned within hours, but in the evening on the weekend I don't think it likely.

I certainly do not wish to give you a bad answer, but I'd rather be upfront and realistic.

Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Keith,

OK, I understand ....

It's unfortunate though that TSI had already received confirmation that it was done, when clearly it had failed .. or had not actually been done at all .....

Thanks
Tony
--
.... and the monkey flips the switch.


TSI Keith
Premium
join:2012-07-09
kudos:5
It looks to be a failure, as this is not a 2 step process on our end. We submit only one ticket to Rogers requesting that the old modem be removed and the new added.

If they would confirm the swap complete without actually doing anything then your old modem would still be online.
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


moovyguy

join:2004-05-10
Ottawa & PSL
9:19am Sunday morning.

Still not provisioned
--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
Still working on this, have been all morning. As soon as I have an update I will let you know.

Martin P


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Martin,

Awesome .... thanks again.
--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
Just checked again for an update on the ticket, still waiting.

Being this early in the morning still I expect we could receive a reply around lunch.

Ill keep monitoring for updates

Your very welcome, we will do any thing we can do to help.

Martin P