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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to llort

Re: Bell/TSI "accidentally" disconnected my DSL!

said by llort :

Do you think Bell has technicians just waiting on your every beck and call to fix your troubles as soon as you call in? Bell serves thousands upon thousands of customers and repair tickets must follow a process in order to get resolved.

Yeah. I do. We used to be able to call in and sometimes same day it would get fixed. To be offline for an entire week? Come on. TekSavvy has thousands upon thousands of customers too, it's a matter of staffing appropriately and having the will to make right where mistakes have been made... There will always be mistakes but it's how you deal with them.
--
Marc - CEO/TekSavvy


ruwell

@bell.ca
marc are you out of your mind....bell sits around waiting for your call....if your getting that big like primus did roll your own trucks....your showing the im a big guy company when your a spot in the dark. your going the way of an isp that many of us here knew a whole lot about...doncaster ?????? your getting so arrogant that your losing clients bigtime....just go back to the basics provide internet access...you want to look at something to follow as a business .....get a hold of the magma way of doing things....they did it right the first time and never looked back


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
reply to TSI Marc
said by TSI Marc:

said by llort :

Do you think Bell has technicians just waiting on your every beck and call to fix your troubles as soon as you call in? Bell serves thousands upon thousands of customers and repair tickets must follow a process in order to get resolved.

Yeah. I do. We used to be able to call in and sometimes same day it would get fixed. To be offline for an entire week? Come on. TekSavvy has thousands upon thousands of customers too, it's a matter of staffing appropriately and having the will to make right where mistakes have been made... There will always be mistakes but it's how you deal with them.

+1 for standing up for your customer...effin love it even if that wasn't your point :P


llort

@rogers.com
reply to TSI Marc
said by TSI Marc:

said by llort :

Do you think Bell has technicians just waiting on your every beck and call to fix your troubles as soon as you call in? Bell serves thousands upon thousands of customers and repair tickets must follow a process in order to get resolved.

Yeah. I do. We used to be able to call in and sometimes same day it would get fixed. To be offline for an entire week? Come on. TekSavvy has thousands upon thousands of customers too, it's a matter of staffing appropriately and having the will to make right where mistakes have been made... There will always be mistakes but it's how you deal with them.

It's too easy for your customers to be offline for an entire week. On those repair tickets when the trouble condition proves past the dmarc and Bell walks away, just how long will the sub have to wait for another tech to come fix the inside?


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to Tx
tx.. I was standing up for him and all of you/us. Its sad these days that a week offline needs to be defended against at all. ...defending against the absurd.
--
Marc - CEO/TekSavvy


Mike2009

join:2009-01-13
Ottawa, ON
kudos:3

1 recommendation

I totally agree with you Marc. In this day and age a week to get your connection back is crazy. Funny that they can come same day for a phone issue but not DSL. Time to make internet access an essential service.


dillyhammer
START me up
Premium
join:2010-01-09
Scarborough, ON
kudos:10
Reviews:
·WIND Mobile
·Start Communicat..
reply to ruwell
said by ruwell :

get a hold of the magma way of doing things....they did it right the first time and never looked back

Then sold us out to Primus and turned magic into shit.

Get a grip.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Make The Switch - »openmedia.ca/switch


Mike2009

join:2009-01-13
Ottawa, ON
kudos:3
Where's IIgs? Still no comment on whether his service is truly back to normal.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to llort
said by llort :

said by TSI Marc:

said by llort :

Do you think Bell has technicians just waiting on your every beck and call to fix your troubles as soon as you call in? Bell serves thousands upon thousands of customers and repair tickets must follow a process in order to get resolved.

Yeah. I do. We used to be able to call in and sometimes same day it would get fixed. To be offline for an entire week? Come on. TekSavvy has thousands upon thousands of customers too, it's a matter of staffing appropriately and having the will to make right where mistakes have been made... There will always be mistakes but it's how you deal with them.

It's too easy for your customers to be offline for an entire week. On those repair tickets when the trouble condition proves past the dmarc and Bell walks away, just how long will the sub have to wait for another tech to come fix the inside?

Hurm, The card was pulled. Nothing to do with anybody other then a mistake by the field tech.

As far it being too easy for our subs to be offline... Why would that be any different then any other sub going to them? They all have all sorts of problems and they all need to be sorted out.
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to ruwell
said by ruwell :

marc are you out of your mind....bell sits around waiting for your call....if your getting that big like primus did roll your own trucks....your showing the im a big guy company when your a spot in the dark. your going the way of an isp that many of us here knew a whole lot about...doncaster ?????? your getting so arrogant that your losing clients bigtime....just go back to the basics provide internet access...you want to look at something to follow as a business .....get a hold of the magma way of doing things....they did it right the first time and never looked back

Why is it arrogant to expect to get reasonable support for something we're paying top dollar for? I'm sorry, I totally disagree with you and I don't feel I'm being arrogant in the least.

5 years ago, we used to get much better support, we were much much smaller then. In a situation like this where we had a field tech make a mistake and combined with our being on it and pushing it right from the get go, I remember it, I remember in many cases they would find a way to go back and fix it the same day. I pushed it straight to our escalations team and still it took a week. This just didn't happen back then. There should be a way to escalate these kinds of mistakes in their procedures and just out of pride, the tech that made the mistake should want to go back and fix their mistake. This is what's wrong these days, there's no pride. I've been selling DSL since 2002 directly from them and I have seen it better. Why is it such a bad thing to expect similar now?

I don't understand how you think any of this is arrogant.
--
Marc - CEO/TekSavvy


Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7
reply to Mike2009
said by Mike2009:

I totally agree with you Marc. In this day and age a week to get your connection back is crazy. Funny that they can come same day for a phone issue but not DSL.

Time to make Internet access an essential service !

 
+1 ! - Approved !


dillyhammer
START me up
Premium
join:2010-01-09
Scarborough, ON
kudos:10
said by Davesnothere:

 
+1 ! - Approved !

+1 ! - Rubber Stamp Approved !

Mike


Davesnothere
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Premium
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START Today!
kudos:7
said by dillyhammer:

said by Davesnothere:

 
+1 ! - Approved !

+1 ! - Rubber Stamp Approved !

Wait - are those not what the CRTC uses ?


dillyhammer
START me up
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Scarborough, ON
kudos:10
Reviews:
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said by Davesnothere:

Wait - are those not what the CRTC uses ?

Them be the ones.

But seriously, if the CRTC does not think internet service is essential, turn it all off for a week, watch what happens.

Our economy and the core of our society depends on internet access. More now than ever.

It is absolutely essential.

The more the CRTC allows these shenanigans to continue, the more our economy suffers.

Them the facts.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Make The Switch - »openmedia.ca/switch


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
Well actually, the majority of businesses are still based offline considering retail and financial are the biggest and financial institutions mainly use closed networks. There would be a lot of businesses affected but the economy would survive for a week.


Mike2009

join:2009-01-13
Ottawa, ON
kudos:3
Many work from home so it would have a huge impact.


dillyhammer
START me up
Premium
join:2010-01-09
Scarborough, ON
kudos:10
Reviews:
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Bill payments. Business connections. Small business and home businesses would suffer big time. Irreparably. Payment systems and terminals. ATMs.

Survive perhaps. Just barely. Not for long either.

All hell would break loose.

It's very much a big piece of the core fabric of our society. I can't imagine how anyone could argue against this, or not see this.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Make The Switch - »openmedia.ca/switch


Mike2009

join:2009-01-13
Ottawa, ON
kudos:3
I agree, it would be pandemonium as we've been so conditioned to make purchases, handle our finances and do transactions with plastic. It would not be good.


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
reply to Mike2009
Big impact yes but again a lot of processes are paper based and many companies still use faxes so the bulk of the economy would survive. It's just that things like electronic payments would be delayed or unavailable for a period of time.


milnoc

join:2001-03-05
H3B
kudos:2
reply to Mike2009
said by Mike2009:

I agree, it would be pandemonium as we've been so conditioned to make purchases, handle our finances and do transactions with plastic. It would not be good.

It would especially be catastrophic to have an interruption during the Christmas rush.
--
Watch my future television channel's public test broadcast!
»thecanadianpublic.com/live


Mike2009

join:2009-01-13
Ottawa, ON
kudos:3
Reviews:
·TekSavvy DSL
said by milnoc:

said by Mike2009:

I agree, it would be pandemonium as we've been so conditioned to make purchases, handle our finances and do transactions with plastic. It would not be good.

It would especially be catastrophic to have an interruption during the Christmas rush.

Anytime really. I never have cash on me so if I needed some as all ATMs were down it would be a problem.


anon234

@teksavvy.com
reply to TSI Marc
What a horror story. What scares me is that it could happen to anyone that subscribes to a third party reseller.

Are there no SLA's and penalties in place for this kind of lacklustre performance?
An an example my company's offshore development provider pays penalties if they miss their SLA's two months in a row.


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
Residential and wholesale services generally provide no SLA. Hell not even Bell's business DSL provides much of an SLA.


milnoc

join:2001-03-05
H3B
kudos:2
But SLA or not, there's no reason to DISCONNECT the service of a good standing customer. This isn't a case of an equipment breakdown or a natural event cutting off your service where the "best effort" clause MIGHT be valid (it's still weasel words). This is either an act of MALICE or INCOMPETENCE. It simply can't be anything else.

And under such circumstances, reparations are in order.
--
Watch my future television channel's public test broadcast!
»thecanadianpublic.com/live


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
The problem is proving it, as you would need for a legal case. There's nothing to say they didn't accidentally disconnect or a faulty line card etc.


milnoc

join:2001-03-05
H3B
kudos:2
So why didn't they reconnect the line after the repair? The tech was in the building when I confronted him, on a Sunday, at 6:45 PM.

Even more important, how could my line be working properly one second, and be completely dead the other? I was watching This Week in Tech, a live Internet broadcast delivering a constant stream. If there were any problems, the stream would have easily been interrupted.
--
Watch my future television channel's public test broadcast!
»thecanadianpublic.com/live


nitzguy
Premium
join:2002-07-11
Sudbury, ON
reply to milnoc
said by milnoc:

But SLA or not, there's no reason to DISCONNECT the service of a good standing customer. This isn't a case of an equipment breakdown or a natural event cutting off your service where the "best effort" clause MIGHT be valid (it's still weasel words). This is either an act of MALICE or INCOMPETENCE. It simply can't be anything else.

And under such circumstances, reparations are in order.

Perhaps there was incorrect documentation on your line, which was the result of human error...that would not be MALICE or INCOMPETENCE....but simple clerical error.

When I moved into my apartment I had ordered ADSL2+ 16/1 service.....it wasn't scheduled to be connected until late march....on March 15th when I moved in, I had a DSL sync 3008/800 when I plugged in my DSL modem....

Obviously there's some sort of error as there was a line card that was there and active...because the previous tenants had Cable internet/phone as I saw the equipment installed when I did a walkthrough of the place before I rented it and then the associated Cable company bills that arrived in my mailbox as they obviously didn't pay any of the final bills and never forwarded an address...

So that being said, obviously line cards are not correctly identified at the Remote/CO...so again that's not malice or incompetence. Especially in an apartment building, wires are not properly tagged...so just need to chalk it up to a case of human error....I had that happen with the FRO....should I then sue them for that incompetenece as well? Yeah good luck..


milnoc

join:2001-03-05
H3B
kudos:2

1 recommendation

said by nitzguy:

Perhaps there was incorrect documentation on your line, which was the result of human error...that would not be MALICE or INCOMPETENCE....but simple clerical error.

Based on the endless stream of posts concerning line disconnections here, that's a heck of a lot of clerical errors!
--
Watch my future television channel's public test broadcast!
»thecanadianpublic.com/live


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

said by nitzguy:

Perhaps there was incorrect documentation on your line, which was the result of human error...that would not be MALICE or INCOMPETENCE....but simple clerical error.

Based on the endless stream of posts concerning line disconnections here, that's a heck of a lot of clerical errors!

 
It might just be MY thought, and I could be completely in left field here, but is this not true ?

CLERICAL ERROR = INCOMPETENCE

....especially if it is so prevalent.


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
reply to dillyhammer
said by dillyhammer:

said by Davesnothere:

Wait - are those not what the CRTC uses ?

Them be the ones.

But seriously, if the CRTC does not think internet service is essential, turn it all off for a week, watch what happens.

Our economy and the core of our society depends on internet access. More now than ever.

It is absolutely essential.

The more the CRTC allows these shenanigans to continue, the more our economy suffers.

Them the facts.

Mike

What you are missing is that it's not essential to you and me, but essential to say a Futureshop or an Amazon. Those guys however will will have SLA's on all their lines.

We're moved from land lines to cell phones, but refuse to make Cell service essential either.

These guys are so in the back pocket of the telco's it's not funny.
--
No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake.......