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to TSI Marc
Re: [Cable] Delays and Outages - statusThat's what I figured. It didn't work the first time I tried it, hence the 4+ hours of hold music and repetitive recordings.
Too bad, would have saved my sanity lately. |
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sbrook Mod join:2001-12-14 Ottawa |
to TSI Marc
There's a belief that percolated into DSLR a couple years or so ago that DNS issues can affect connection speed. Browsing slow? Change DNS server and it works properly ... cause & effect led people to the wrong conclusion.
The reality is that slow responding DNS *can* cause delays loading pages when browsing, especially poorly designed sites with absolute links into their own site instead of relative links or links to other site. This was being misinterpreted as DNS causing slow connection speed. And people have been latching onto DNS since as a cause of speed issues and other problems.
I lived with Rogers flaky DNS service for several years ... where things got lost from the DB or went slow or ... Eventually I found another private DNS I can use at 151 Front that solved lots of problems. I think I'm on TS DNS after changing my router firmware a while back right now and certainly haven't had a problem.
With all of big red's node splitting and reassiging, IPs DHCP allocation and Routing have to be the most frustrating since this didn't have to be if they had done the TPIA properly from day 1 ... They had the opportunity to correct it with APOI, but no, they kept it complicated! |
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TSI Andre Premium Member join:2008-06-03 Chatham, ON |
to webfors
Extension numbers don't work If you could please PM me your direct number, I can have someone call you. |
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Thanks Andre. I got everything settled already. Is there a way I can request someone call me in the future without having to wait on hold? I'm at my desk most of the day so I'm easy to reach. Would a support ticket be the answer? |
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TSI Andre Premium Member join:2008-06-03 Chatham, ON |
to TSI Marc
You can always post in the Direct and ask for a callback but it doesn't work if there is an extension to enter. |
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to heavy_e
Triple confirmed! I'm not sure how much longer my phone would have lasted... |
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to TSI Marc
Kind of funny that we received a Rogers ad in the mail today boldly stating "Internet you can rely on" and the word "reliable" dropped in there in a couple of places.
Rogers is up to something alright. |
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Ramin Premium Member join:2011-05-14 |
Ramin
Premium Member
2013-Sep-9 6:07 pm
said by monsoon66:Rogers is up to something alright. Of course ... a few hundred thousands (SMART) subscribers & counting missing from Rogers ... AND ... Under New Management! Hmmm....what a good opportunity for Rogers to make (some of) us believe all is TekSavvy's fault and sadly some fell for it ... |
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to TSI Jonathan
I posted my modem logs here » [Cable] Cable Internet not working in Maple. L6A3S3let me know if its really necessary to request a callback. Because it looks like im on NewKirk POI which having issues now according to this page - » support.teksavvy.com/pos ··· s/publicThanks |
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Wyred join:2003-05-03 Toronto, ON |
to TSI Marc
Marc,
Will you be able at some point to give us some more info about exactly what Rogers has been doing during this outage/delay period?
I'll be happy to rattle CRTC's cage to help change the TPIA relationship so that TPIAs have more recourse in these situations. (I should add that my TSI cable connection in downtown TO is rock solid, but it could easily be me getting knocked offline tomorrow...)
So we all know about the long/worsening delays on tickets, provisioning and escalations from Rogers. (This is also one of the busiest times of the year for installations and hookups, moves, etc.) What I'm wondering is if there is clear evidence of a pattern that big red is proactively messing with their network to hit TPIA users, or if it's passively letting this happen -- by which I mean, their famously bad network management and disorganization is causing an outbreak of problems and they're bumping TPIA connections to the lowest priority.
I've read dozens of threads but haven't found anything definitive from you. Is this a subject that you have to keep discrete about as you work behind the scenes? |
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tintin join:2013-07-19 Scarborough, ON |
tintin
Member
2013-Sep-10 9:13 am
I guess there will be liability issue when pointing fingers without material support. It'd be hard on TekSavvy side to provide evidence to show that Rogers is throttling the service intentionally, if TekSavvy can not see what Rogers did behind doors. And BTW, CRTC doesn't handle retail customer's complaints regarding service quality; and in this TekSavvy vs Rogers case, it's wholesale customer (TekSavvy) who can file complaints. See this: » www.crtc.gc.ca/eng/info_ ··· 1003.htm... Retail Internet rates, quality of service and business practices A retail customer is the end user who purchases access to the Internet. The CRTC does not regulate how the retail customer is billed, the rates, quality of service issues, or business practices of Internet service providers as they relate to retail customers. This is because there is enough competition in the market and retail customers have a choice and can shop around for service packages. Wholesale Internet rates and quality of service A wholesale customer is an Internet service provider who must use part of the large telephone and cable companies" networks in order to offer Internet and other services to its own retail customers. The CRTC regulates how the wholesale customer is billed, rates and quality of service issues for wholesale services. This, in turn, ensures that Canadians have access to a range of Internet service providers. ... See this: » www.cbc.ca/news/technolo ··· lve.htmlI think unless there's a shake up on the ground level, talking to CRTC wouldn't make any big difference. Probably CRTC should be dissolved. Maybe it's time to write to the MPs. |
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Wyred join:2003-05-03 Toronto, ON 1 edit |
Wyred
Member
2013-Sep-10 10:48 am
said by tintin:And BTW, CRTC doesn't handle retail customer's complaints regarding service quality; and in this TekSavvy vs Rogers case, it's wholesale customer (TekSavvy) who can file complaints. I wouldn't be communicating with the CRTC as a retail customer complaining about an issue with my own service. I would be communicating on a policy level regarding inadequate provisions in the CRTC policy approach to IISPs to deal with the undue intransigence of major incumbent ISPs, based on s. 7(b), (c) and (f) of the Telecommunications Act. There is precedent for this. I'm under no illusions about how much good it will do but from professional experience I know the CRTC's system for tracking and taking into account public correspondence. Many people on these forums always do the kneejerk, throwaway line about dissolving the CRTC. I shudder to think what kind of competitive environment we'd be living in today without the commission, for all its serious faults. |
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sbrook Mod join:2001-12-14 Ottawa |
sbrook
Mod
2013-Sep-10 11:35 am
FAR better to bombard the Minister responsible for the CRTC (Ministers of Industry and Heritage) and other MPs.
Their interest is that the CRTC is implementing policy in line with the government's goal for a competitive marketplace. |
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Wyred join:2003-05-03 Toronto, ON 1 edit |
Wyred
Member
2013-Sep-10 12:29 pm
Technically there's not much the government can do directly since this issue doesn't live in a CRTC decision that is reviewable by Cabinet (like the famous UBB issue). Instead it was accepted by the commission as proposed rate and service terms by the ILECs and cable carriers for HSA wholesale, The Industry minister can't phone up the Chair and say, hey, change the playing field and add some teeth to they way IISPs buy their wholesale services.
Having said that, i do agree that raising the political temperature doesn't hurt.
Re: this current government and it's vaunted "competitive marketplace" policies, going back to 1998 there were many in the governing party that felt the ILECs and cable carriers should never be required to open their networks to competitive retail IISPs. |
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sbrook Mod join:2001-12-14 Ottawa |
sbrook
Mod
2013-Sep-10 12:46 pm
What they can do is say "hey, you need to look at this or else it will go before the competition bureau" |
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Wyred join:2003-05-03 Toronto, ON |
Wyred
Member
2013-Sep-10 2:14 pm
I'm all for using every possible regulatory hammer to get this situation fixed.
Problem is, in considering a case like this the Competition Bureau would examine and defer to CRTC policy and decisions in this area, in that if CRTC policy is found to be insufficiently clear down to level at which this crap is occurring, the bureau would be limited to something like recommending that the policy be strengthened in the future and could not (for example) impose fines.
I hope that TSI can get good evidence together to show that this is a concerted effort on Rogers' part. |
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1 recommendation |
to webfors
said by webfors:Please hammer them HARD so they feel some of the pain and think twice about how they treat resellers. I can add a little third-party insight/opinion on this, assuming "Please hammer them HARD", you are referring to TS hammering the incumbent: They (incumbent) don't care. In fact: The more pain the end/retail customers feel, the more the incumbents *like it*, because they feel many customers will be of the mind "I bet if I went back to {incumbent}, I wouldn't have these problems, anymore" - Of course, not only is that not true, but they'd end up paying through the nose, anyway. I've been saying for years - and I still believe, *very* strongly, that the *best* solution is for the incumbents to be removed from the *retail/consumer* market and focus on selling directly to the ISPs. Not just their bandwidth (Though they would then have more incentive to create a bigger wireline footprint, as well as upping available speeds and capacity), but also their other media/digital content to the ISPs for resale to the general public. Anyway; Not the place for this soapbox; I'm just saying that I am quite sure that many an incumbent probably laugh themselves to the bank when they see issues like this, knowing it will be months or years - if at all - before any regulatory change comes about that forces them to actually deal with the ISPs on an even basis. |
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1 recommendation |
to Danny Ocean
said by Danny Ocean:Maybe you should deal with those of us down for 5 days first, instead of those down for 10 minutes?
Sorry to be snarky, but it's very frustating to see. There *is* a difference, you know, Danny... and you do know, or should, if you read the first post in this thread. No matter how much you ask, or how upset you are, TSI can't fix problems caused by the incumbent. "DNS" problems, routing problems, email problems, things that are caused by TSI owned and operated systems they can fix. Hence "those down for 10 minutes" got a quick fix. No one seriously thinks that Marc, Rocky, and the rest of the TSI team are any less upset about your issue then you are, right? For you, your internet is down. For them, their livelihood and reputation are taking a hit. They want it fixed just as much as you do. |
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to TSI Marc
my service was restored late this morning in Orleans while in the process of providing more logs etc for a direct aupport post. |
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steven c to TSI Marc
Anon
2013-Sep-11 6:52 am
to TSI Marc
I'm relieved that senior mgmt has finally addressed this issue.
However, the portion that Tek Savvy does control, customer service is not being handled well. I'm not referring to individual agents. Most of them deemed decent and apologetic, displaying empathy, but hamstrung by strange policies, an utter lack of empowerment and staffing shortages.
My own story was that I was away for several weeks and returned to discover that my Tek Talk and Internet were not working. After some troubleshooting I reasoned it was an issue with Tek Savvy. This was the third outage in my five or so months with the company so I assumed it would be fixed in abt a day. This did not happen. It took a few calls to find a number that worked. The wait was intolerable so I hung up. I reopened a Facebook thread and reached Tek Savvy. I was told that the company had no idea when service would resume. I was told. I could only cancel over the phone, but that the VRU did contain a callback option.
The callback worked but when I mentioned that I believe I deserved a credit for the days of non-service, the hot potato game began. I was put on hold several times and eventually transferred twice to different ppl, hoping to find the one person who could issue a credit. It then took abt 30 mins to convince him that a credit was the right thing to do. He told me that there was no way to contact the CEO's office, as he had no direct line or email. He also forgot to cancel my Tek Talk. It then took several more phone calls of over 40 minutes, and promised callbacks that didn't materialize before the svc was terminated.
So, yes, the root cause of the prolonged nature of the outage lies with Rogers and an utterly flawed model, but Tek Savvy has utterly bungled the customer svc end if it.
Here is what should change at Tek Savvy.
Post on you website and note on your voicemail where there is an outage.
Give customers the option to include information such as phone number and location to determine if it is a system outage that is the problem.
Open a ticket and update the customer if possible.
Pro-actively credit lost service
Don't act as if a 10 outage is acceptable and normal
If a customer wants to cancel ask what can be done to keep them and regain their trust
Increase customer service staff
Empower on-line staff to make decisions and take action
Senior management should notbhide from the public
Do not make it so difficult if a customer wants to cancel. I spent collectively several hrs in thus endeavour |
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tintin join:2013-07-19 Scarborough, ON |
tintin
Member
2013-Sep-11 9:12 am
Too bad TekSavvy has lost such a great customer. It's a shame, to be honest. |
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34764170 (banned) join:2007-09-06 Etobicoke, ON |
to steven c
said by Anon80:Pro-actively credit lost service How can they pro-actively credit your account if they don't know your service is not working? |
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TSI Marc Premium Member join:2006-06-23 Chatham, ON |
to steven c
said by Anon80:I'm relieved that senior mgmt has finally addressed this issue.
However, the portion that Tek Savvy does control, customer service is not being handled well. I'm not referring to individual agents. Most of them deemed decent and apologetic, displaying empathy, but hamstrung by strange policies, an utter lack of empowerment and staffing shortages.
My own story was that I was away for several weeks and returned to discover that my Tek Talk and Internet were not working. After some troubleshooting I reasoned it was an issue with Tek Savvy. This was the third outage in my five or so months with the company so I assumed it would be fixed in abt a day. This did not happen. It took a few calls to find a number that worked. The wait was intolerable so I hung up. I reopened a Facebook thread and reached Tek Savvy. I was told that the company had no idea when service would resume. I was told. I could only cancel over the phone, but that the VRU did contain a callback option.
The callback worked but when I mentioned that I believe I deserved a credit for the days of non-service, the hot potato game began. I was put on hold several times and eventually transferred twice to different ppl, hoping to find the one person who could issue a credit. It then took abt 30 mins to convince him that a credit was the right thing to do. He told me that there was no way to contact the CEO's office, as he had no direct line or email. He also forgot to cancel my Tek Talk. It then took several more phone calls of over 40 minutes, and promised callbacks that didn't materialize before the svc was terminated.
So, yes, the root cause of the prolonged nature of the outage lies with Rogers and an utterly flawed model, but Tek Savvy has utterly bungled the customer svc end if it.
Here is what should change at Tek Savvy.
Post on you website and note on your voicemail where there is an outage.
Give customers the option to include information such as phone number and location to determine if it is a system outage that is the problem.
Open a ticket and update the customer if possible.
Pro-actively credit lost service
Don't act as if a 10 outage is acceptable and normal
If a customer wants to cancel ask what can be done to keep them and regain their trust
Increase customer service staff
Empower on-line staff to make decisions and take action
Senior management should notbhide from the public
Do not make it so difficult if a customer wants to cancel. I spent collectively several hrs in thus endeavour Thanks Steven, Unfortunately It's not that simple. The outages are in random places and without any correlation yet the majority of our customers are not affected. So posting where there is an outage is not possible other than when we are able to identify patterns.. and those are what we call master tickets.. those are what you see in our outage reports. Giving your info does not help us identify if you are part of a pattern as most affected do not have any patterns you can identify. We have been opening tickets and doing what we can to update customers but when there are 10-30 days being offline... the numbers keep building up and up until it over ran our contact center. The problems has to do with accumulated problems that were not addressed in a timely fashion. For giving credits, it's difficult to do that when they are still offline. Each case gets looked at once the service is back online... Clearly, 10 days or more is not acceptable. I even say exactly that above.. we recently hired an extra 250 staff... The staff are fully empowered, the problem is that there is nothing we can do on our end to actually fix the problem. I really don't see how you can say that I've been hiding from the public. For canceling, that's obviously not what we'd like to see but if you ware referring to long wait times.. that's part of what happens when things get back logged so much. Specific to the long wait times, the accumulated problems have added a large amount of additional calls to our already busy contact center. There is no doubt that the back to school season is a busy time for us however these problems have nothing to do with that or our growth in general. Recently though, the situation appears to have started to improve. The number of affected end users now seems to be decreasing but much work remains to be done by Rogers. |
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I really wish there was more that we could do as TPIA customers, to help change this situation the CRTC has put us all in. From what it sounds, they're just shrugging it off, saying that as TPIA customers and not directly roger's customers there's nothing they can do..
glad to hear the outage situation is starting to wind down.. something tells me this won't be the last time we see a stunt like this be tried by the incumbents..time will tell.. |
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1 edit |
to TSI Marc
I defintely hope teksavvy will issue a credit. I am no doubt going to ask for one as i am on my 3rd day of the outage.
i am getting mixed feedback that something is actually being done to resolve the issue where i am. especially when tsi tweets there is no known issue in the area after 2 days!
Edit: Marc, please SHOW US what is being done to escalate these outages. Our area is now on day 4 of the outage. When I hear from the techs that a master ticket is opened, that just shows me that TSI is dumping the issue onto Rogers (even though it may be their issue), and just letting them take their time. |
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Westx
Anon
2013-Sep-12 8:57 am
3rd day? Oh man, expect a long time waiting. I've been down for 12 days now |
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TSI Marc Premium Member join:2006-06-23 Chatham, ON |
TSI Marc
Premium Member
2013-Sep-12 9:01 am
We are seeing signs of improvement. New problems appear to be getting taken care of more quickly and older problems are being worked on from oldest to newest.
We now see hundreds of dispatches that have been assigned. |
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to TSI Marc
Dont mean to hijack this thread..I am with acanac/Distributel and some of us have been down on cable internet in Scarborough area for a week. All we have been told is that relevant carrier is working on it and no further updates...except they change the timestamp daily to show they been working on it.
At least you guys are talking about it..... |
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Breeman join:2013-09-12 Thornhill, ON |
to TSI Marc
Well, I've have intermittent service for about 7 weeks now (internet goes down at least once a day), ever since I've moved into my new home. I do feel that Teksavvy's business model needs to change. Customer's who have had a consistent issue for let's say, more than 2 weeks, need to be on a priority list such that proactive follow-up should be provided in the form of phone calls, emails, etc, letting the customer know that they have not been forgotten, but at the same time, it reminds Teksavvy technicians to follow up with Rogers on tickets. In fact, Teksavvy should proactively raise the escalation level when there is no response from Rogers (i.e. after 48, 24 and 12 hours) and continue to follow-up at the highest escalation level until Rogers responds.
I know that customer service technicians can't "baby sit" the vast majority of clients, but for those, like myself, who has been without reliable service for 7 weeks, there needs to be a special task force for such "extreme" cases.
At the same time, I believe things should be done in parallel, as many times, it can be multiple root causes. Case in point, I had asked several times to have a new modem sent to me (based on all the trouble shooting, it IS a possible cause). But I was declined because "it's against policy" For the Love of Pete!, what does it hurt to send out a modem, while waiting weeks and weeks for a Roger's field person to come. Who knows, it could be the modem all along and we're both saved the aggravation.
(btw, as of today, I finally got approval for a new modem to be delivered)
In the end, there is no guarantee that I will have my problem resolved. Teksavvy can continue to blame Roger's for the problem, and if that's truly the case, you need to pressure Rogers more and follow-up proactively with clients with unique cases where they've gone a very long time without acceptable service that is not due to a general outage.
If you don't change your model, you will see long time customers such as myself (> 10 years) be forced to leave without a real choice. |
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resa1983 Premium Member join:2008-03-10 North York, ON |
resa1983
Premium Member
2013-Sep-12 3:29 pm
said by Breeman:Well, I've have intermittent service for about 7 weeks now (internet goes down at least once a day), ever since I've moved into my new home. I do feel that Teksavvy's business model needs to change. Customer's who have had a consistent issue for let's say, more than 2 weeks, need to be on a priority list such that proactive follow-up should be provided in the form of phone calls, emails, etc, letting the customer know that they have not been forgotten, but at the same time, it reminds Teksavvy technicians to follow up with Rogers on tickets. In fact, Teksavvy should proactively raise the escalation level when there is no response from Rogers (i.e. after 48, 24 and 12 hours) and continue to follow-up at the highest escalation level until Rogers responds.
I know that customer service technicians can't "baby sit" the vast majority of clients, but for those, like myself, who has been without reliable service for 7 weeks, there needs to be a special task force for such "extreme" cases.
At the same time, I believe things should be done in parallel, as many times, it can be multiple root causes. Case in point, I had asked several times to have a new modem sent to me (based on all the trouble shooting, it IS a possible cause). But I was declined because "it's against policy" For the Love of Pete!, what does it hurt to send out a modem, while waiting weeks and weeks for a Roger's field person to come. Who knows, it could be the modem all along and we're both saved the aggravation.
(btw, as of today, I finally got approval for a new modem to be delivered)
In the end, there is no guarantee that I will have my problem resolved. Teksavvy can continue to blame Roger's for the problem, and if that's truly the case, you need to pressure Rogers more and follow-up proactively with clients with unique cases where they've gone a very long time without acceptable service that is not due to a general outage.
If you don't change your model, you will see long time customers such as myself (> 10 years) be forced to leave without a real choice. Part of the problem with sending out a new modem right now, is that they have to get Rogers to provision said modem, which is in the same ticket queue as that Rogers tech roll - which you're waiting weeks for. You'll get the tech roll before you get that new modem working. |
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