O Canada! → Canadian → TekSavvy > [Cable] Avoid TekSavvy at all costs

[Cable] Avoid TekSavvy at all costs

I initially called TekSavvy on Aug. 5th to inquire about a cable internet package. I was with Rogers at the time and advised them that I would need to cancel my Rogers subscription. I was told to confirm my cancellation with Rogers and to call back in order to purchase a modem and schedule an install date which takes approximately 5-7 days. Below is the sequence of events since:

Aug. 22 - I call TekSavvy to confirm my activation request, purchase a modem and make the first payment. I asked to be activated on Sep. 5th (the date my rogers subscription ended)

Sep 6th - I call TekSavvy to figure out why I don't have internet and they advise that Rogers must have physically disconnected me and that they would have to send a technician out. They started giving me dates that were between the second and third week in Sept. and advised that I need to be home at the time. Since I was going to be away we scheduled an appointment on Sept. 25

Sept 18th - I receive an email from TekSavvy stating that my service is set to be activated on the 18th (that same day)

Sept 25 - I get home expecting my internet to be working and sure enough it is not. I call in to inquire further and am told by a "team-leader" by the name of Kelly that the rep on the 6th was incorrect when he mentioned that a physical connection needed to be made and that it was just a simple transfer that needed to be done. I was also told that the technician would not be coming to my place even though I had scheduled an appointment. I continue troubleshooting with another rep and he advises me that a ticket needed to be opened with Rogers and that it would take 24-48 hours.

Sept 28 - A few days and many inquiries later I get a call from TekSavvy to schedule an appointment stating that a technician needs to make a visit (not sure why the visit on the 25th was cancelled). The earliest appointment I'm able to get is Oct 3rd.

Oct. 3rd - The technician comes out and advises me that a physical disconnection was done and reconnects me. Now I'm getting a signal but still no internet access. I'm told to call TekSavvy.
TekSavvy does some troubleshooting and advises me that they need to open another ticket for Rogers which will take 24-48 hours to get a response.

Oct. 4th - I call TekSavvy for an update and there is none. I start asking questions about cancellation and refunds and am told that I would not get a refund if I cancel. I ask to speak to a manager and the rep struggles to transfer me twice but calls me back both times. The third time she still isn't able to put me through and just hangs up with no call-back.

I have spent hours if not days on the phone (majority of the time waiting) trying to have this issue resolved. While I can understand the delays due to slow response times from the incumbents, TekSavvy is still to blame for the Sept. 25th appointment that was cancelled without any notification.

It has now been two months since I initially called TekSavvy, six weeks since I confirmed and paid and a month since my Rogers service has been cancelled and I still don't have internet access. Like many other customers, I too have been racking up the charges on my mobile service due to tethering in order to make bill payments etc. I have been promised credits but won't get anything if I cancel even though I have not had a minute of connectivity with them.

The bottom line: STAY AWAY - call Rogers or whoever else you are with and let them know that there are better rates out there. They will give you a half-decent offer - take it!

I have only one comment ... in leaving and urging others to stay away, then you will be giving in to Robelus and giving them exactly what they want ... you're giving them back their oligopoly with its monopolistic behaviour.

You may get some deals for a while, but when they've pushed the TPIAs like TekSavvy out of business because you've convinced everybody to go to the incumbent, those deals will go away and they'll continue to rape your wallet.

What you SHOULD be doing is supporting the CNOC Part 1 filing with the CRTC so they can stop the incumbent providers from their anti-competitive behaviour.

Recently, I started to have problem with teksavvy as well. You can see my post therehttps://secure.dslreports.com/forum/r28712020-DSL-nightmare-with-teksavvy

Teksavvy is great once everything is going well. I had 0 issues with in the past 2.5 years but once you change the service everything goes into chaos. It sucks that you are without internet for 2 month though

loosedobs

Re anti-competitive behaviour ... If it looks like a duck, walks like a duck, quacks like a duck, it's probably a duck.

Remember that our incumbents have been hauled before the CRTC for anticompetitive behaviour in other areas of their business and fined, but it tends not to stop them if they think they can get away with it.

Remember too that we aren't saying in this case that it's deliberate anticompetitive behaviour, but the results very much are anti-competitive. And the CNOC presentation is to ensure that the behaviours exhibited by the incumbents are not anti-competitive.

Hello Krhemtulla,

I'm sorry to read this situation. We would like to look into your account and investigate what is happening. Please message us with your account information in the Direct Forum »TekSavvy Direct so we can assist you further.

Thank you
TSI-Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee

You could always go back to this:

Canadian ISP choices from Anon on Vimeo.

haha thats great.

As much as I respect Start or any other TPIA, the reality is that when start gets big enough, the impact of their shenannigans on Start customers will increase!

So, it doesn't matter what TPIA you're with, eventually you'll be stung by the wasp!

Im living the same situation Videotron in QC. The mean and big ISP excuse si getting old. If this is true teksavvy should complain to the CRTC on their customer behalf.

They already have... That's that the CNOC complaint is about..

»[Cable] CRTC - CNOC Part 1 Cable Carrier Services & Update

I completely understand the points mentioned. Since TekSavvy knows that their requests already take a long time to be processed they should first communicate that to the customers and set their expectations correctly. Had I known, I wouldn't have cancelled my other service so early. Secondly, there is hardly an escalation process. Whether I have just subscribed or have been waiting for 30 days, the resolution time is 24-48 hrs and they claim that they can't do anything about it. Finally and most importantly cut down the errors on their end. In my case the tech should have been at my place much earlier. It was Teksavvy who cancelled the appointment that we had already agreed on without consulting me.

Another thing to be aware of: When requesting to cancel in such a situation you have to let them complete their troubleshooting - it's in the fine print. I'm now being told that it is my own fault that I agreed to those terms. Sound familiar?

Hi krhemtulla,

I would like to look into your account and see what can be done. I want to ensure that we have the agents who made those errors coached out also. Could you you please PM me TSI Jonathan your account information please?

Thank you,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.

Re: [Cable] Avoid TekSavvy at all costs

Avoid teksavvy at all costs......... Really???? Your experience is far from the norm. I'm glad teksavvy is here provide some great competition. It's sad that rogers can treat teksavvy like this. I would be pissed at the rogers and the crtc for doing nothing about it.

Fifthelement - if feeding your family relies on the internet I would most likely pay for 2 diff ISP as backup. I really have a feeling it's more like your family is addicted to the internet and can't live with a service interruption.

if your Internet is critical to feed your family, why the hell wouldn't you have more than one solution, how about a robust connection rather than simple residential service.... buy a fiber feed from bell,rogers, and your local utility heck why not go right to the tier 1 transit providers, wouldn't mind a fiber link right to level3 or UUNET myself...

though likely the last mile would be provided by bell or local utilities

Re: [Cable] Avoid TekSavvy at all costs

TX: where do you stand? I lost my connection due to network changes by Rogers. Now I have to use either public places ... for my internet and I am mad as hell, who do I blame. I will be pissed off if some comes here and suggesting me to go to Roger directly/indirectly! Because that is form of extortion!