1 edit | TekSavvy's weird cancellation policy This is weird: On Feb. 15, I called TekSavvy and upgraded (emphasis) from DSL 16 to Cable 30.
I had a very clear conversation with the agent and said that I wanted to cancel my DSL 16 and upgrade to Cable 30. She specifically asked me if I wanted to keep both services, and I said no. She mentioned in passing that I should call back once my cable was activated to make sure my DSL 16 was cancelled.
After my cable was installed on Feb. 27, it took 12 hours before it was activated, and I finally had to call in and talk to an agent to get online. I'm fairly certain I mentioned at that time that I had upgraded to Cable 30, and that I had cancelled my DSL 16 (as was my understanding). It is possible that I did not mention the cancellation -- I can't remember.
Anyway, after reviewing my credit card yesterday, I noticed that TekSavvy had charged me for DSL 16 on March 1 and April 1. I made a quick call to TekSavvy, and they say I never officially cancelled my DSL. They say they'll review my Feb. 27 call to see if I made a mention of the cancellation. (That's decent of TekSavvy -- many providers would never take the time to do that.)
But am I the only one who thinks this is a strange policy? TekSavvy is basically telling me that I have to cancel twice. Couldn't they have made a note on Feb. 15 indicating that I will no longer want my DSL 16 once my Cable 30 is active? It seems odd that I have to make two calls to cancel my service.
And isn't the cancellation of the old service automatically implied when we're talking about an upgrade?
I admit I should have been more thorough in following through on the cancellation, but then I've never had to cancel anything twice. |
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 AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN.
 ·TekSavvy DSL
| It doesn't hurt to follow up on the cancellation especially since BHell is involved and $ (for you) are involved. TSI knows things don't always go well with BHell so their advice to you to call in and make sure your DSL was cancelled after your cable was working is prudent.
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BHell... A Public Futility. When life throws you lemons, make lemonade. |
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Reviews:
·TekSavvy DSL
| reply to Apache77
Switching from DSL to Cable is never considered an "upgrade". An upgrade in your service would be moving from DSL 6 to 16 or some such - the same technology.
Since you're switching from DSL to Cable, that's a completely different and new order. So yes, you'd need to specifically cancel DSL. One deal with Bell, the other is Rogers/Cogeco so TSI has to submit a "new order" to Rogers, and cancel a line with Bell.
The term "upgrade" here is only your interpretation of speed. |
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| reply to AkFubar
But once I made the cancellation request on Feb. 15, should it not then be TekSavvy's responsibility to process my request?
Why should I have to ask twice, when I was perfectly clear the first time? |
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murfam
join:2010-04-10
Milton, ON | reply to Apache77
I have TSI 16/1 and just ordered Cable 20/2. The TSI rep specifically told me that, in case there were any problems with the cable install, to call back to cancel my DSL after the cable was activated and I was satisfied with it. Seemed sensible to me. |
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| reply to Apache77
Hmmm, OK.
I think most people would assume, though, that when making a change to a service like this that the old one would automatically be cancelled (to make no mention of my specific request on Feb. 15). |
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AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN. Reviews:
·TekSavvy DSL
| said by Apache77:Hmmm, OK.
I think most people would assume, though, that when making a change to a service like this that the old one would automatically be cancelled (to make no mention of my specific request on Feb. 15).
Not necessarily. Some folks keep both services (eg. they are renting out their basement and need internet for tenant). TSI has no way of knowing for sure what your intentions are unless you specify.
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BHell... A Public Futility. When life throws you lemons, make lemonade. |
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| reply to camelot
That's a very lawyer-y line of logic  |
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| reply to AkFubar
I did specify. I clearly said in my Feb. 15 call that I did not want to keep both services, and that I wanted my DSL 16 cancelled once my Cable 30 became active. |
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Reviews:
·TekSavvy DSL
| reply to Apache77
said by Apache77:That's a very lawyer-y line of logic
Now if only I could be paid as one  |
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AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN. Reviews:
·TekSavvy DSL
| reply to Apache77
said by Apache77:I did specify. I clearly said in my Feb. 15 call that I did not want to keep both services, and that I wanted my DSL 16 cancelled once my Cable 30 became active.
Well TSI rep specifically said to follow up, so that's what you should do. This is the result of not doing it. Let TSI complete their investigation to see what they find out.
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BHell... A Public Futility. When life throws you lemons, make lemonade. |
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| reply to camelot
You guys make good points, but no one has addressed the main issue: I clearly said on Feb. 15 that I wanted to cancel my DSL 16 and upgrade to Cable 30. Naturally, I wanted the DSL to be cancelled once my Cable 30 took effect -- I clearly said that I did not want to pay for both services once the cable was active.
Shouldn't my Feb. 15 request have been enough? Why should a customer have to submit the same request twice? |
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| This is largely a billing issue between you and TSI. None of us would be much help here as we have no insight into your conversations with them. |
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df909
join:2013-03-05
Canada | reply to Apache77
said by Apache77:Shouldn't my Feb. 15 request have been enough? Why should a customer have to submit the same request twice?
There's nothing requiring a client to request 2 disconnections, a single request is all that's needed. If they didn't do it then it's their fault and they're on the hook for it. It's not your responsibility to make sure the disconnection happens, that's teksavvy's job. |
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 nanookPremium,MVM
join:2007-12-02 | reply to camelot
said by camelot:One deal with Bell, the other is Rogers/Cogeco so TSI has to submit a "new order" to Rogers, and cancel a line with Bell. To the customer, who may not even know (or care) who the ultimate supplier may be, this is an upgrade from one service to another.
To TekSavvy, who obtains the services from different suppliers, this may be a two (or more) step procedure involving multiple suppliers. There may be more than two parties involved if, for instance, TekSavvy were to involve a third party to coordinate the service change.
But that shouldn't be the customer's concern. The details of doing the upgrade are part of the service that TekSavvy provides.
Think of it in terms of moving a file. To the end user, it's a single step, i.e. the Move command. The user doesn't care how that actually happens. To the application that performs the move it's probably done in two or more steps, i.e. first copy the file to its new location, then delete the original copy. If the destination is in a directory that doesn't exist the application may even create that directory before it starts the copy. The point is that all of this happens without the user being aware of the details.
Or think of it in terms of "upgrading" your home, i.e. a renovation. Your general contractor looks after the details, including hiring, supervising, paying, etc. the sub-trades. You deal only with the contractor. Part of what you pay him includes the service of juggling all the balls so that you have only one point of contact.
Incidentally, just to muddy the waters some more, when I recently "upgraded" my DSL service from 6Mb/s to 15Mb/s, even though only Bhell was involved, TekSavvy's internal process still "cancelled" my original service and created a new service as shown in the image. |
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 TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7 | reply to Apache77
Hi Apache77,
This is very strange. We should have cancelled the DSL and that would have bit it.
We do have a catch-net procedure when someone has two internet services to call and double-check.
Could you please PM me your details, I would like to see how this happen in case its a process that needs tweaking.
Cheers,
Andre
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog |
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| Hi Andre. Thanks for taking the time to answer.
I've PM'ed you my customer ID and phone number. I made a call to TekSavvy this morning, so perhaps there's service ticket relating to the issue. |
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TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7 | reply to Apache77
Hi Apache77,
I just PM'ed you.
By looking at it, it seems that it wasn't a fault in process but an error on the agents side. We are pulling this call as we speak to provide proper coaching.
I have credited you the fees that should have been non-existing. Those details are in the PM 
Cheers,
Andre
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog |
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| Awesome
Thank you Andre, and thank you TekSavvy, for taking the time to read my post here and to call me directly to address the issue.
I was a Videotron customer (slave?) for 10 years before joining TekSavvy, and I never received service like that. Life is good |
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TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:7 | |
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