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[DSL] nightmare with teksavvy

TL;DR

I had two years of DSL internet through Teksavvy with very few outages. Now, my internet is not working, I think the fault lies with Teksavvy not their network operator.

Detailed version:

I've had great 2.5 years with Teksavvy without any major complaints. Internet worked very well but once in a while I had to power cycle the modem but that is not something to complain about. I also have home phone with Teksavvy as well. I've always recommended Teksavvy to everyone I knew. I was getting a good service for great price! Everything changed starting this Monday for the worse.

I have legacy connection so I always wanted to upgrade but I didn't want to give $50 bucks so I delayed the upgrade. Monday morning, I was casually browsing this section and saw a promotion thread. It basically said if you change connection before Sept 30 you only have to pay $20 as activation fee.

Monday afternoon: I called into cancel my internet and telephone with Teksavvy and ordered dry loop connection + 15/1 connection. Everything went well and I received the discount with the code. My home phone and internet will be disconnected late October and I will get the new connection on the same day. I was quite happy with myself! I even planned to write a great review here about how everything went smooth. Never count your chickens before they hatch!

Wednesday morning I have no internet connection. I did the usual power cycling of the modem and router. No internet access but I had to leave for work. I assumed something going on and it will be fixed later in the day. I had no internet throughout the whole day so I went home and dialed the tech support. I had to wait for more than 1hrs to get through to an agent (seriously this is the first time I’ve had to wait an hour to talk to a real person with any company, that music is so annoying). I get a great CSR agent named Justin, he was great, no complain about him (I have no issue with any of the CSR I spoke to, they are great and I don’t blame them for any of this). We trouble shoot and find that my user name is deleted. He creates a new one and we try but no luck. He goes and talks to someone and we pull the power from the modem then wait five mins. Everything works well and I have new user name and password (I had MLPPP before so I ask about that, he says there is no mention of it on my account so its cancelled before I cancelled my internet account?)

Thursday morning I have internet until 9am and them I have no internet. Frustrated I come home and call the tech support again. This time I had to wait close to 90 mins before I speak to an agent (seriously what is going on tek savvy). Before we even diagnose the problem I ask the agent to confirm my username and password, guess what, its changed to something completely different. Why would this happen? So we try that but im not connecting. I’m getting something called Error 815. Then it goes through and I connect, the agent can see my username authenticating on their side. I disconnect and try again but no connection again. We try test@test no help. It connected once but once disconnect and connect it won’t work. He creates three different user names and try all of them. None of them will connect. I ask the agent to see if my modem is working but he doesn't have access to that info because once I called to cancel they change stuff internally that he can’t access that info. I am getting better account with them so I don’t know why they are pulling a big3 move like this to screw a leaving customer. He also asks me to try few things with cmd prompt to reset stuff (I have little tech knowledge so I can’t tell what he did but we resetted few things and restarted the pc). No luck as we can’t even connect teset@test. He suggests that I open a ticket where they sent a Bell tech and if nothing wrong on their end I have to pay. Since I have no internet I agree to this stupid move. It is crazy because nothing changed in my apartment from last week so I think its Teksavvy’s problem not mine. While I was waiting for 90mins the recording kept saying there is a service disruption in Mississauga but when I inquired that with the tech support he says he doesn’t Mississauga on his list.

Today I try the test@test again on my own. It won’t go through but connects after some retry. I then try all three usernames from last night and one of them worked. I disconnect and connect again few times and it seems to work. I call Teksavvy to cancel the bell tech visit so I don’t have to pay the fee. I try again and it won’t work. I retry with the same username and it works. It won’t connect via my router. I try another router with the same result. I had to leave so I left the router hooked up.

I don’t think the problem is on my end. Teksavvy is screwing up somewhere. There is no reason for them to cancel my username when I called to cancel my account. This happened again on Wednesday/Thursday after they gave me a new username. I know Teksavvy us going through lot of problem but I thought would be smart enough to keep their back end clean but it seems to be a big screw up there. I am a big supporter of Teksavvy and I will continue to support them but if its going to take me a month to get my internet then I will have to consider switching the dark side. Unfortunate part is that I was thinking of getting tektalk as well. I will have to look elsewhere to homes phone.

My question is what can I do to resolve my problem? I don’t think its my equipment because everything started once I made the call to change the account so I believe issue is on Teksavvy end not mine. I will post on direct forum as well to see if anyone higher up can follow the issue.

Hello teknosavvy

Definitely doesn't sound like a good experience. I can tell you that this sounds more of a TekSavvy issue then anything else.

What seems to be happening here is that when you cancel a Wet loop to go to Dryloop the login does get deleted from the cancelled account. We shouldn't have an issue bringing the login from old account to new account, but for whatever reason, that didn't seem to be the case. That being said, there seems to be much difficulty connecting anyways.

I'd like to take a look at your situation if you'd allow me the chance.

I would need your information in order to look into this. May I please ask that you either send me a PM TSI Martin or post in the »TekSavvy Direct forum with your account information and I can take a look at this.

Best Regards,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

I've already created a post in direct forum but i've also sent you an instant message here. I want to resolve and stay with teksavvy because this problem here shouldn't overshadow the good serviced i received in the past 2.5 years.