O Canada! → Canadian → TekSavvy > [Outages] Outage Report -- October 3rd, 2013 8:40AM *update*

[Outages] Outage Report -- October 3rd, 2013 8:40AM *update*

Hello Everyone

Cable customers in the following areas may be experiencing service interruptions:

Reported on 09/26/2013
• Wolfdale POI, Mississauga - RF Signal issue

Reported on 09/27/2013
• Maple ON - RF Signal issue

Reported on 09/28/2013
• Comstock POI, East York - RF Signal issue

Reported on 09/30/2013
• Scarlett POI, Etobicoke - DHCP issue

Reported on 10/01/2013
• Salem POI, Whitby/Ajax - RF Signal issue
• Bloor POI, Toronto - RF Signal issue

Reported on 10/02/2013
• Scarlett POI, Etobicoke - RF Signal issue

** Resolved Cable Issues **
• Newkirk POI, Richmond Hill - RF Signal & Routing issue
• Grand Crest Place POI, Kitchener/Waterloo - RF Signal issue
• Newkirk POI, Richmond Hill - DHCP issue
• Comstock POI, Scarborough - DHCP issue

DSL customers in the following areas may be experiencing service interruptions:

• Mitchell
• Brampton

** Resolved DSL Issues **

• Alberta
• BC

• Burlington
• Malachi
• Cap Rouge

About ETA’s

We are not always able to provide an ETA for resolution to our customers. As we receive ETA’s, we will post the information here. Please check back frequently for updates on current issues.

We apologize for any inconvenience and are working to resolve these issues ASAP.

Thank you
TSI Alan

Re: Outage Report -- October 3rd, 2013 8:15 AM

I am in the L4E (Richmond Hill) area still down.

Hi mcbadbat, if you have not already done so, please post your account info in Direct, so we can follow-up on this for you. Thank you.

Re: [Outages] Outage Report -- October 3rd, 2013 8:40AM *update*

L4E (Richmond Hill) is still down this morning.
It's 7th day already...

Issues since ~3am.

L6B (Markham)

Some signs of improvement:

** Resolved Cable Issues **
- Newkirk POI, Richmond Hill - RF Signal & Routing issue
- Grand Crest Place POI, Kitchener/Waterloo - RF Signal issue
- Newkirk POI, Richmond Hill - DHCP issue
- Comstock POI, Scarborough - DHCP issue
--
Marc - CEO/TekSavvy

My interent has been down for coming on a week now. Should i expect a credit on my next bill?

Re: [Outages] Outage Report -- October 3rd, 2013 8:40AM *update*

Having problems in Mississauga (L4Z). Is that Wolfdale POI problem ongoing? My internet was fine from the 26th of September till sometime this morning.

First off thank you for working so hard to get our internet back up!! Please keep doing everything in your power to get us back online. INTERNET CONNECTIVITY IS SERIOUS BUSINESS....

ALSO am i the only one who thinks Rogers is screwing around with Teksavvy JUST to show how much better they are??
if that is true....

Anyways too all the people who have said their internet has been down for 7 days now... are you sure? Are you savvy enough to know that your internet has been down for 7 days?? cause the issues in west side Toronto only started yesterday...

Hi Chris, thanks..

For those offline saying 7 days.. Just look at the report.. The oldest master ticket is from the 26th... So it makes sense for that one at least..

As for being singled out, I think the net effect ends up looking that way for sure. But we are not alone I can tell you that... Read the CNOC CRTC submission and you can see others are also affected.. Even other forums you can see that others are affected.. It may simply be a size thing where we have enough critical mass that pretty much anywhere they do maintenance we will have ppl affected by it. The overall affected at this point is less than 1%... As difficult to believe as that may seem. I.e. The total affected is less now than it was a month ago.. By about half... And this morning a bunch seem to be back online, so probably less right this minute. Although, there may be new problems as well. I'm not sure yet.

The side effect though, is that it takes a big hit on our call center.. And that 1% ends up affecting 100% because nobody can get through on the phones or otherwise.. So, we're looking into ways to see what we can do on our side to improve in these situations but the majority of it needs to be a flat out improvement to the way things are done on their end as well as communications between the two.. Systems.. Everything on their end is very inefficient at the moment.

Deliberate or not though, they need to change the way they are doing maintenance. Something is really wrong when users are left offline for days at a time. And yet, they continue to do more maintenance and causing more problems..
--
Marc - CEO/TekSavvy

Re: [Outages] Outage Report -- October 3rd, 2013 8:40AM *update*

Markham is down since this morning...=(

Crap.

London too

L4E (Richmond Hill) is still down this morning.

Have had issues getting a correct external WAN IP since 3am this morning.

L6B (Markham)

M1V cable internet still down, please help

Marc

Kitchener N2P and still nothing. Cable connection.

The first light is green and the rest are blue! How do I fix this? Also it appears I can't see my network name anymore but there is one now called dlink-56c1
Not sure if that's anything?

Any help or tips would be appreciated

L4S Richmond Hill still down. Should I post in the direct forum again? I had a ticket opened yesterday morning. This is getting frustrating

N6C - London ontario down since this morning. Please advise.

Yep, as others have said, Kitchener-Waterloo (N2J) still having DCHP issues this morning. Direct Forum ticket open.

So much for improvement! Sorry guys.. Plz make sure tickets are opened.. Trying to make sure everybody is getting taken care of...
--
Marc - CEO/TekSavvy

How do I open a ticket?
I'm a student in the house too so is there any way I can get help without landlord talking

Re: Outage Report -- October 3rd, 2013 8:15 AM

Hello Andre,

I lost my internet connection since midnight. I emailed you about it, can you please have someone to call me? Thank you so much for your help. I cannot call in because I use IP phone as well.

Re: [Outages] Outage Report -- October 3rd, 2013 8:40AM *update*

BLOOR Headend here, Just went down. Been 10 minutes now. Never really had MAJOR problems before.

Thank god for backup connections. Well worth every penny. Too bad we need them though.

Hello everyone,

We understand that there are many customers affected during these outages.

If those of you who have not done so already. Please send us a message in the »TekSavvy Direct Forum so that we can troubleshoot your service and open a repair ticket for each and everyone of you.

The more repair tickets we open, the more we can track the issues that are happening.

Please note that outages are only reported because we have opened 5 repair tickets for the same issue. We rely on our customers to troubleshoot with us. The more repair tickets opened the merrier.

Thank you for taking the time to troubleshoot with us in the »TekSavvy Direct Forum!

Thank you.
TSI Shawn S
--
TSI ShawnS (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (»»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

- Grand Crest Place POI, Kitchener/Waterloo - RF Signal issue----

there are a bunch of us that are not getting ipaddresses, I would not call it resolved. While our RF issue was solved two days ago, we are having DHCP issues