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Teksavvy to Start - BEWARE

It's the way ROGERS handles the cancellations. In fact it's the way Rogers handles EVERYTHING. There is a guaranteed minimum 48 hour delay to EVERYTHING. And the only thing they say is they will acknowledge the request within 48 hours. That doesn't mean they'll do anything about it ... add at least another 2 business days.

reply to sbrook

Re: Teksavvy to Start - BEWARE

you can ask TSI to provide a Rogers confirmation number for the cancellation. I had to ask them for it since it seems Rogers didn't see the cancellation in their system until TSI gave it to me which I then passed on to Start (again Rogers issue that their system sucks).

I didn't have a 5 day issue either, the day I asked TSI to cancel and mentioned that I needed the cancel pushed through to Rogers since I was switching is when they provided the Rogers confirmation.

Also one thing, if you own your modem and are moving it to a new TPIA, it seems there's a possibility of not having it active on the new provider for "a few hours" to 24 hours and this is because of Rogers it seems, so be ready for that.

reply to daytime09
Hi daytime09,

I am sorry that you experienced a frustrating situation. When we get a call from a customer using Cable Internet service (on Rogers' Network) wanting to cancel their service ASAP, we typically process the cancellation immediately on our side and submit it to Rogers that day, if not the next day.

I checked internally and the issue is that Rogers does not allow us to put "Today" as the cancellation date. They only allow us to choose as early as 4-5 days.

I am not sure if we miss communicated this to you or not but I would like to look into your account further to find out exactly what happened.

Can you please PM me your account details.

Thanks,

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

reply to daytime09
TSI Andre I sent you a PM

From what TSI Andre is saying that Rogers wont allow anything other then 5 days in advance, its impossible to transfer to Start without paying installation as they require 10 days notice

I don't know who to blame here just severely frustrated.

reply to jmck
Oh and Shaded, Teksavvy did provide the cancellation number but Rogers could not see this number in their system.... and when I called Teksavvy said its filed but not processed until 5 days before.

well I believe Rogers needs 10 days notice to do a TPIA transfer, i'm not sure why you picked 5 days :/ unless I didnd't understand your post.

and yes, the same happened to me too, but Start was eventually able to get Rogers to be less retarded and find the termination order.

reply to TSI Andre

I know. He is referring to the actual process commencing asap. I just thought I would elaborate further.

I just got the OP's account info so I will be investigating further.

reply to mlord
Double post

reply to daytime09
Alright,

I had a chance to look into this and it was human error.

We got the request cancel the service on 1/15 for 1/27.

On 1/15 we processed the cancellation on our side of things but the associate accidentally did not send the cancellation request. When you called yesterday, it prompted an investigation where we submitted it.

I am terribly sorry about this. This is not a common mistake and I personally spoke with the person that made the mistake and she feels really bad. I don't think she will be doing it again.

As for your service, what I can suggest is that I can attempt to get a hold of Rogers to change the disconnection date for 10 days out so you can place your order for then. In this process, I will make sure you are not billed for the extra days the service is on.

Let me know if this works for you.

Thanks,

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

reply to daytime09
Ah well I am glad we got to the root

Since I already requested a new install with Start, I dont know if this will work... let me call them

Will PM you once I have an answer

Awesome. Let me know.

reply to daytime09
Andre just sent you a PM

Thanks again I appreciate the effort and investigation!

No worries. Just replied

reply to TSI Andre
Good offer, Andre!

Thanks... Ultimately, we messed up but doesn't mean we can't make it right

reply to daytime09
I got a confirmation from Rogers. Just sent you a PM with the date. Let me know how that turns out with Start