[Cable] Without Cable Internet since August 3rd - getting frustr
First of all I'd like to say I've been a Teksavvy supporter for years now. I love their prices, speeds, limits everything about them. I've been a customer of theirs over 2 years and never had any problems like this. I know with the recent floods that occurred in Toronto (I live in Kitchener so we're all getting affected here too) there have been backlogs in the rogers system but due to this I have been without internet for 2 weeks. Now I'll start from the beginning:
On August 3rd my internet went out without warning. I called Teksavvy and they determined that it was a problem with the firmware on the modem I was using, It was a Thompson DCM475 with firmware STAC.02.08. Apparently the network I was on (owned by Rogers) has been upgraded and does not support my modem's firmware anymore and without a way to update it I was stuck. So I decided I needed a new modem because I was moving anyways. I ordered a modem from teksavvy and asked for it to be provisioned before it was shipped so it would work when I received the modem it would work out of the box. So far everything was going fine. I received the modem a few days later with no complaints and I was content that I only had to wait 5 days for internet (because it happened on the weekend). I receive the modem and plug it in only to realize I still didn't have a connection...
So, naturally, I call Teksavvy support because they run 24/7 and have helped me in the past. They tell me the provisioning request was sent out 2 days after I ordered the modem and I would have to wait for rogers to finish the provisioning. If it wasn't done in 48 hours I could call again and they would deal with it. So I wasn't too happy with things at this point but there wasn't much I could do. So I waited the 48 hours and called again. This time I went into another level of escalation and said I had to wait another 24 hours. Although this was frustrating at the time I was trying to be understanding and kept telling myself hopefully this will be done soon, it's just provisioning right?
It's now Friday the 16th and I still have not had my modem provisioned. It's sitting here fully capable of using the internet, like it has been for weeks, and it's just a useless brick right now. I have been escalated on this request 4 times already (they have several levels apparently, A, B, and C) and I have been escalated at level C twice now. I know this is Roger's problem and this is causing all of Teksavvys customers grief but provisioning takes 30 seconds. It's getting outrageous. And to top it all off I figured since I am moving August 31st I should go ahead and put my order in to get my cable internet switched over (I still love the Teksavvy price and package). I made this request 5 days ago thinking at least the would go off without a hitch, but when I phoned in 2 days ago to get the provisioning escalated AGAIN they asked about my move order that was set for the 23rd.... I heard the date, looked at my phone for a second and asked if they had the right date there, it should be the 31st. And apparently now there is nothing they can do about my cancellation on this account for the 23rd. SO in short I have been without internet since August 3rd, my internet is being cut early on August 23rd and I have no idea whether or not my new install will actually be ready for me on time.
As I stated before I love the Teksavvy company, prices and services MOST of the time. But waiting this long for a provisioning is just maddening coupled with the cancelling my current services early. If there was ANYTHING I could do to speed this up I would but I just feel helpless about this problem and it's driving me crazy. I hope that everyone else is having an easier time than I am. And I hope that Teksavvy rectifies this problem as soon as humanly possible. If anyone else is having issue feel free to share with me and we can all wallow in self pity together >.
TL DR: No internet for August due to Rogers network and Teksavvy cancelling service early by mistake T_T
Thanks for reading,
Frustrated Teksavvy Customer (Adam)
Re: [Cable] Without Cable Internet since August 3rd - getting fr
I sincerely apologize for the troubles and issues you have run into, I will be PM'ing you momentarily and will take ownership of your situation and handle this with you and do what I can to successfully assist you to get you up and running as you should.
Thanks for your time, and I again apologize for the troubles,