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kevinq

join:2014-07-07

"Hidden" costs with Teksavvy

I have been a customer with TS cable for two years. I will be changing address and I called in to make the switch and I was told that I have to now shell out another $100+tax for a new modem because mine is old. They told me I can get one off Kijiji.

This caught me off-guard and I was told I have to buy a modem so it leaves me a bit surprised. By buying a new modem, the cost for Teksavvy per month (assuming I stay for a year) will have gone up another $8 dollars.

For people who had to deal with this, were there cost-effective ways to deal with this?



Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC
kudos:23

Re: "Hidden" costs with Teksavvy

Ever so often, cable companies require new installations or speed changes to migrate to modems using newer technology to reduce congestion on their networks. This is necessary because older modems can cause congestion that impacts customers using newer modems and higher speeds. It's sort of a necessary evil.
--
Latest version of CapSavvy systray usage checker: »CapSavvy v4.3 released!



TSI Jon
Premium
join:2011-08-24
canada
kudos:10
reply to kevinq

Hi Kevinq,

I'd like to explain a few things as it seems like it was not explained in details when you called in. I'd like to review your account so that I have a better understanding as to why you need upgrade modems and I'll explain. It's never a case of hidden fees as we are always transparent about our costs. Your case just seems to be older technology being discontinued. I am only speculating though as I do not have your specifics yet.

Can you please post in the direct forum with your account info please?

»TekSavvy Direct

Cheers,

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



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable
reply to Guspaz

said by Guspaz:

Ever so often, cable companies require new installations or speed changes to migrate to modems using newer technology to reduce congestion on their networks. This is necessary because older modems can cause congestion that impacts customers using newer modems and higher speeds. It's sort of a necessary evil.

TSI did sell D2 modems way too past their prime though. They did get a lot of people to buy them for the basic tiers, when a D3 modem at the time was only $25 more.

But even now, a D3 4x4 modem is not in Rogers spec.
--


kevinq

join:2014-07-07
reply to TSI Jon

Thanks for your reply Jon. I will post in Direct momentarily. I have been told my modem (RCA DCM425) is old and it needs to be replaced.



catchingup

@135.23.225.x
reply to HiVolt

said by HiVolt:

TSI did sell D2 modems way too past their prime though. They did get a lot of people to buy them for the basic tiers, when a D3 modem at the time was only $25 more.

There were also a lot of people who were ridiculously cheap and practically threw a temper tantrum if TSI didn't sell D2 modems way paste their prime and these were the same people that then complained when they had to pay for another modem when they were told that the D2 modem was a bad idea. Personally I had no sympathy for those people. They would rather save $25 in the short term to pay another $100 in the long term and the complain about that too.


Treegravy
Premium
join:2011-04-21
canada
Reviews:
·Rogers Hi-Speed
reply to kevinq

It can happen that you buy in at an odd point in the tech cycle and then need to upgrade again sooner than you would like. In some measure that's happened to all of us; like us, lol, "upgrading" a 286(386? it's been a while) with a CD drive and then a few months later realizing we'd have been further ahead just toasting some marshmallows with the money we wasted, lol.


corkyy

join:2008-06-01
Laval, QC
kudos:2
Reviews:
·TekSavvy DSL
reply to kevinq

Did TSI had buy-back or rebate for modem exchange? I saw some threads about this for DSL at least, so maybe some option could be used, along with the new modem rebate on new install?

edit :
Probably dsl only, as rental was mendatory back in the days.


graniterock

join:2003-03-14
London, ON
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to catchingup

I wouldn't be too hard on the D2 modem users without knowing their history. I got my grandmother a D2 modem for her 6 mbps connection a couple of years ago. D3 would just be an added expense for such a minimal use connection. But there is a chance should she move several years from now Rogers may no longer accept D2's on any speed.

Unfortunately rogers treats a move more like a new service rather than reprovisioning what the customer had before. Are the old packages even available when moving?


yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4

said by graniterock:

I wouldn't be too hard on the D2 modem users without knowing their history. I got my grandmother a D2 modem for her 6 mbps connection a couple of years ago. D3 would just be an added expense for such a minimal use connection. But there is a chance should she move several years from now Rogers may no longer accept D2's on any speed.

Unfortunately rogers treats a move more like a new service rather than reprovisioning what the customer had before. Are the old packages even available when moving?

For TPIA it would seem that way, but Rogers does not treat it as a new install for their own customers. You keep the same account number when you move, unless you move between different "territories". Also grandfathered packages can be retained as long as they were offered in the area you're moving to.


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to corkyy

We still have the D2 to D3 $20 discount.



Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7

 
So how much does a D3 modem cost after the $20 is deducted ?

And does the customer have to pay to ship TSI their old D2 in order to qualify ?

(Too lazy to look at the TSI site right now)


graniterock

join:2003-03-14
London, ON
Reviews:
·WIND Mobile
·TekSavvy Cable

I'll be less lazy for you. Someone less lazy than I can format it nicely:

Product Price
Thomson DCM 476 $99.00
Technicolor DCM476 DOCSIS 3 Modem Rent To Own ($30 Down Payment + $15\mo for 6 months *First month due upon signing) $120.00
Modem Shipping $10.00



RizzleQ
Cunningham's Law Enthusiast

join:2006-01-12
Windsor, ON
kudos:4
reply to Davesnothere

said by Davesnothere:

 
So how much does a D3 modem cost after the $20 is deducted ?

And does the customer have to pay to ship TSI their old D2 in order to qualify ?

(Too lazy to look at the TSI site right now)

With TSI, a D3 modem costs $99 and then you subtract the $20 discount which results in it costing $79. The customer does NOT have to ship their D2 modem anywhere to qualify for the D2 to D3 $20 discount, but they do need to have the D2 modem provisioned on their account somewhere to prove they had a D2 modem.


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24

said by RizzleQ:

said by Davesnothere:

 
So how much does a D3 modem cost after the $20 is deducted ?

And does the customer have to pay to ship TSI their old D2 in order to qualify ?

(Too lazy to look at the TSI site right now)

With TSI, a D3 modem costs $99 and then you subtract the $20 discount which results in it costing $79. The customer does NOT have to ship their D2 modem anywhere to qualify for the D2 to D3 $20 discount, but they do need to have the D2 modem provisioned on their account somewhere to prove they had a D2 modem.

Exactly!
--
TSI Andre
Director of Online & Operations Intelligence

TekSavvy Website | Follow Me on Twitter (@AndreCleroux)


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

Andre, is there any progress on a 24x8 D3 modem being approved? Cuz the current crop or 8x4 D3 modems will be obsoleted too by Rogers within a year I have a feeling, and this will be the topic again.

When such a modem is approved, I would strongly suggest not selling older 8x4 modems, even if there is a bit of a price premium, unless you get a signed consent for that the user knows what he's getting into and that the hardware may be depreciated by the cable company.
--


xdrag

join:2005-02-18
North York, ON

I'm a bit disappointed at the modem game. Really throws people off, especially when I invested $100 on a D3 modem and only to have it become obsolete.

Unlike the SB5101 which lasted a whole generation, the new modems cycle is a lot quicker. Coupled with the firmware going obsolete as well. It's a bit of a headache.



TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to HiVolt

Not sure where things are at with this.



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

said by TSI Andre:

Not sure where things are at with this.

I see.. Well it sucks cuz the longer it drags on, the longer TPIA's are denied the faster 150/15 and 250/20 speeds, though at the current CBB rates not sure if anyone would offer that hehe...
--



Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7

said by HiVolt:

....the longer it drags on, the longer TPIA's are denied the faster 150/15 and 250/20 speeds, though at the current CBB rates not sure if any IISP would offer that, hehe...

 
Double Whammy !


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

said by Davesnothere:

said by HiVolt:

....the longer it drags on, the longer TPIA's are denied the faster 150/15 and 250/20 speeds, though at the current CBB rates not sure if any IISP would offer that, hehe...

 
Double Whammy !

I know, sad state of affairs eh...
--


MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4

The CRTC is a 'make-work' project for itself given all the dumb decisions it makes which have to be constantly revisited.



TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5

Old people are always making busywork on purpose just to give their lives meaning.

The CRTC is made up of old people, pretty much.



SimplePanda
Go Habs Go
Premium
join:2003-09-22
Toronto, ON
Reviews:
·TekSavvy DSL
reply to catchingup

said by catchingup :

said by HiVolt:

TSI did sell D2 modems way too past their prime though. They did get a lot of people to buy them for the basic tiers, when a D3 modem at the time was only $25 more.

There were also a lot of people who were ridiculously cheap and practically threw a temper tantrum if TSI didn't sell D2 modems way paste their prime and these were the same people that then complained when they had to pay for another modem when they were told that the D2 modem was a bad idea. Personally I had no sympathy for those people. They would rather save $25 in the short term to pay another $100 in the long term and the complain about that too.

This.

You -still- see people in both this (and the Rogers) forum complaining that they SHOULD be cable to get the 30 or 45 Mbps tiers because their DOCSIS 2.0 modem will handle up to 48 Mbps (or so Wikipedia tells them) and that obviously it's just "Robbers" or a "TekSavvy grown too big" that's intentionally screwing them and forcing them into an upgrade.

You explain node congestion and multiple channels and it's like water rolling off a ducks back. All they know is a single DOCSIS 2.0 channel = X and what speed they want from their ISP is slightly under X therefore they're being screwed because they can't have it.

Smh.
--
MacSavvy 0.3a - TekSavvy usage checker for Mac OS X:
»www.codeandstrings.com/apps/macsavvy/


SimplePanda
Go Habs Go
Premium
join:2003-09-22
Toronto, ON
Reviews:
·TekSavvy DSL
reply to xdrag

said by xdrag:

I'm a bit disappointed at the modem game. Really throws people off, especially when I invested $100 on a D3 modem and only to have it become obsolete.

Unlike the SB5101 which lasted a whole generation, the new modems cycle is a lot quicker. Coupled with the firmware going obsolete as well. It's a bit of a headache.

Things have changed though. With D2 modems maybe we got to keep our SB510x's a little longer but I can't even count the number of times that I had slowness due to node congestion that was only alleviated after Rogers physically corrected the problem.

With the D3 modems you can almost always alleviated some slowness in your local area by upgrading to a higher channel modem.

The D2 modems were pretty aberrant in their longevity. Analog modems didn't last nearly as long per generation. I think I had a 28.8 modem for about 2 years before 33.6 was available. Likewise 33.6 to X2 and then V.90, etc.
--
MacSavvy 0.3a - TekSavvy usage checker for Mac OS X:
»www.codeandstrings.com/apps/macsavvy/

redeye

join:2014-01-22
Mississauga, ON
Reviews:
·TekSavvy DSL

while i have DSL, NOT CABLE... it seems that "teksavvy" seems to bring out the "cheap" in people ... what is teksavvy for the birds? lol "cheep, cheep, cheep" lol...
i was kind of cheap when i rented a sagemcom modem from Teksavvy (about 3 weeks later they offered them for sale...)
of course this was a "blessing in disguise" because the Sagemcom, aside from the GB ports, was/is a POS so i was not too disappointed when the smartrg 505n went on sale. (8 months of sagemcom rental...)

Buy the highest tech modem at the time... (but with the 24x8 modems coming online in perhaps in a year, that is where it becomes a pain to decide which modem to get for the 150/15 cable service...)


MFido

join:2012-10-19
kudos:2
reply to kevinq

You can NEVER satisfy ALL people in the same time ... Some wants lower prices, some wants betetr performance ...

So I see no issue here ... And nowhere it is a hidden fee.


xdrag

join:2005-02-18
North York, ON

1 edit
reply to SimplePanda

said by SimplePanda:

said by xdrag:

I'm a bit disappointed at the modem game. Really throws people off, especially when I invested $100 on a D3 modem and only to have it become obsolete.

Unlike the SB5101 which lasted a whole generation, the new modems cycle is a lot quicker. Coupled with the firmware going obsolete as well. It's a bit of a headache.

Things have changed though. With D2 modems maybe we got to keep our SB510x's a little longer but I can't even count the number of times that I had slowness due to node congestion that was only alleviated after Rogers physically corrected the problem.

With the D3 modems you can almost always alleviated some slowness in your local area by upgrading to a higher channel modem.

The D2 modems were pretty aberrant in their longevity. Analog modems didn't last nearly as long per generation. I think I had a 28.8 modem for about 2 years before 33.6 was available. Likewise 33.6 to X2 and then V.90, etc.

That's the point. I don't see why these 8x4, 4x4 modems need to be obsolete. There's clearly enough channels available to avoid node congestion.

4 channels is maxed at 150
8 channel is 300.

Clearly, way way below spec of the speed tiers of 30/60/150 (was never allowed on a 4channel modem).

Rogers is without a doubt toying with the modem list and intentionally making these TPIA approved modems obsolete faster than they "have to be".

In the US, these 4 and 8 channel modems are still the majority of the market at speeds similar to what is available in Canada.

I am pretty sure if a regular Rogers customer asked to be upgraded to the 30/60 plans with a DCM475, they wouldn't be required to upgrade to an 8channel

Azmodan012

join:2013-05-10
Chatham, ON
kudos:2

said by xdrag See Profile
I am pretty sure if a regular Rogers customer asked to be upgraded to the 30/60 plans with a DCM475, they wouldn't be required to upgrade to an 8channel
[/bquote :

The DCM475 is a 8 channel.



TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5
reply to xdrag

said by xdrag:

That's the point. I don't see why these 8x4, 4x4 modems need to be obsolete. There's clearly enough channels available to avoid node congestion.

Its expedient and easier for rCable to require a unit with more channel bonding per subscriber so they don't have to shell out more cash to deploy technicians and truck rolls just to install more node equipment and perform node splitting in all the neighborhoods they have just to be able to produce and sustain these higher speed tiers.

Its a short cut a cop out. And yes it creates more hurdles for TPIA providers and customers alike. Its coniving bureaucracy all the way to the CRTC.
--

!- From the mind located in the shadows of infinity -!
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Twitter = @TwiztedZero