O Canada! → Canadian → TekSavvy > Dear diary....

Dear diary....

Dear diary,

Today is day 9 without the Internet. Or is it day 10? Being disconnected from the world for so long has left me a little disoriented....

Saying I'm upset about the way TekSavvy is handling things may be an understatement. I understand they are having issues with the Incumbents and have higher call volumes, etc., but clearly their technical support operations are broken.

On day 9, I still don't have a ticket for this issue yet. I guess I'll give anybody who's interested in reading a little background.

- On perhaps day 2 or 3 I called in and asked for a status update (let me preface this mentioning that I tried to get through a day earlier but gave up after 1.5 hours on hold). When I finally got through, they told me this was part of a St. Laurent wide issue and to sit patiently.

- Perhaps a day or two later, I posted to the direct forums and decided to start some formal troubleshooting (just wanted to get into the system) as I wasn't seeing anybody else in Ottawa with these issues. The responses were very slow, but I volunteered my line stats and mentioned that I had some 'non-supported' firmware in my DCM475 which I had just learned about from scouring the forums. I asked if this could be an issue. I was told that my line stats looked off (they didn't) and that I should indeed upgrade my firmware.

- Another member of the technical support staff chimed in and said my stats looked just fine and that this was clearly a DHCP issue (I had sent the modem logs as well which was a dead giveaway). He did say that if they were ever to open a ticket with Rogers, I would have to update my firmware.

Now I was not under the impression at this point that we were going to be creating a ticket with Rogers. I thought the mention of opening a ticket was only required if they needed to send somebody to my house for line stats (which one tech initially was trying to schedule). There was supposedly a 'master ticket' already open. I accept that I may have misunderstood here so on day 5ish, let's chalk this up to my misunderstanding. Regardless, I had my firmware upgraded a few days later. I also verified that I could pull an IP address in another part of Ottawa with the same modem. --- let's keep this mind.

- After the firmware update I posted to the direct forums again mentioning I'm on 7 days without internet still. They replied saying "Well you never updated your firmware, so we didn't do anything". I was totally under the impression that they weren't waiting on me for anything, but fine, let's chalk this up to my misunderstanding again.

- I mention that my firmware is already flashed so we should proceed

- 20 hours later 20 HOURS later, I got a response basically asking me to troubleshoot my DHCP and provide my modem info (although she did explain the firmware issue which was nice). I can't tell you how much this response angered me though. If this technical support member had actually read through the history which is actually quite short, they would have understood that we're well past this point. I can pull an IP from other parts of Ottawa, just not in my area. I have already posted stats from the modem (so clearly I have some physical connection to it). The LOGS on the modem elude to DHCP issues... I can go on here but you get the idea.

I want TekSavvy and Mark to see that they're driving their own customers away. I'm on day nine and apparently Rogers, the very people whose issue this is, don't even have a formal complaint about it yet on my behalf. How long is it going to be before they even get my ticket and do something about it now? I've written the CRTC, Competition Bureau and Minister of Industry on TekSavvy's behalf and now I feel betrayed by the very people I was defending.

I read posts of people getting Wind Mobile sticks but I'm still offline, nobody has reached out to me, I don't even have a ticket apparently and nobody has even broached the subject of payment. I'm still forking out money for a service I'm not receiving. Argghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh.

I'll get somebody on this right away.
--
Marc - CEO/TekSavvy

I have to ask and please be honest, with no internet for 9 days and probably more days with no internet, at which point will you consider switching?

I personally would have cancelled and moved on knowing that after 5 business days teksavvy still hasn't opened a ticket for which there are absolute no excuses. Sure there is a DHCP issue here but teksavvy dropped the ball here as well.

You're the first I hear that's been offline for 9 days. The outages posts, I'm assuming is what you're talking about, those are all master tickets that require a minimum of 5 tickets to open. So it may simply be a case that we just don't have as many users in that area... I don't see why, knowing you are having problems, we would not open a ticket...

Somebody will follow up with you shortly and from there we can have a better understanding of what happened once we look into your specific situation.
--
Marc - CEO/TekSavvy

I have asked Liz to look into this and contact you. I also closed one of your 2 direct threads (oldest one) to ensure we avoid confusion.

Thanks,

Andre

Seriously the first time you hear of someone being 9 days offline? Seriously?!!

Uh there is a man with a blog out there on the net that's been off for 14 day when he blogged last.

Here: »michaeldundas.com/2013/09/28/tek···-outage/

Re: Dear diary....

Lets see 1 I had exactly the same experience as OP.

2 when I call in their tech gave no support.

3 offline for 4 days.

4 when I say I am switching Marc smuggly days "You're a welcome" after letting him know rogers is offering same service at a lower price.

Frankly him saying this is the first time he heard of anyone being offline this long is just beyond words. They have had issues since Aug. And everytime they post it is just a deflection of responsibility. And so many of you blindly hate on the incumbents that the hook line and sinker goes in and you guys thank them for it.

Frankly until the company changes for the better with less bs and more action I am keeping my business elsewhere.

Re: Dear diary....

Look gotak, Rogers is having major issues. They are the only ones who can get them back online. Full stop. You can keep repeating these things to me all day long. I simply can not do the impossible.

Thanks for the link, we will follow up. However you are taking my prior comment above out of context. Up until Monday of last week things had greatly improved and the vast majority of those prior affected had all be restored. It seems that perhaps the link you provided is one that was not. I don't know, we will look into that situation.

My post however was with regards to those users affected since early last week. We have see a significant spike in outages late last week and continuing into this week. And I have not seen any longer 9 days out. I suspect that there are other factors with this specific situation.
--
Marc - CEO/TekSavvy

Ok good. Thanks for the update. Enjoy your vacation. If you come back and there ares till problems plz let me know.
--
Marc - CEO/TekSavvy

I don't actually have set criteria. The fact that I'm leaving on vacation in a few days makes it easier to just ignore this and hope it's all working when I get back. I did look at Start and did consider switching, but I have referred dozens of people to TekSavvy over the years and I feel like they deserve a chance to fix this considering the raw deal they're being served, even if I feel they dropped the ball a little.

I still remember the good 'ol days of MLPPP and experimental firmware...

Posting my frustrations is a new past time now anyway to keep me busy

I'm told that Rogers techs are now, also similarly delayed.. Not sure how true that is. Maybe others can confirm or not.
--
Marc - CEO/TekSavvy

Re: Dear diary....

Hey Mark

You need to shake off the defensive bunker mentality and actually listen to what the negative posts here are saying. There was TONNES that YOUR PEOPLE did wrong on this, and many others. Stop sitting back and blaming rogers like a crybaby and focus on fixing what you can fix which is YOUR TERRIBLE STAFF AND PROCEDURES.

This is really getting sortof ridiculous at this point. You need to understand that your attitude SETS THE TONE for your subordinates too.

Even if in your estimation you could only shave 3 days off a 2 week outage by making yourselves perfect it's worth doing. Because if you don't the attitude is going to make those problems grow and multiply. You aren't a stupid guy but I do see you being blinded by being defensive.

Please snap out of this funk.

Yada, yada, yada ....... Another country heard from! Advice from an armchair CEO, that's all Marc needs now, just like another hole in the head!