TekSavvy → Cable problem - Teksavvy SLA with Rogers

I just got off the line with Teksavvy tech support since I have no connection on my cable modem (North York on cable, Feb 23). I asked what the status/ETA was and was told down/unknown. I was then told that Teksavvy does not have phone support from Rogers, only email support with 48 hours response time!?!? How can Teksavvy provide a service with backend SLA at this level? Is this correct or is the tech mistaken?

Can someone from Teksavvy clarify as I am concerned with the service level if they have essentially no teeth in their SLA with Rogers.

48hrs is normal

you get what you pay for

you want sla make thousands a month

what happens if you have voip service that you are dependent on?

i dont see how rogers can provide their home phone service with sla, but voip over their same cables via teksavvy cant offer reliability.

at this rate, even primus dsl is better at 1/3rd the speed. cable has been down atleast once every week this month.

perhaps teksavvy should sell voip service over rogers cable at the same sla that rogers provides for their own voip services.

Tek knows that the 48 hr thing is a bit of an issue. Remember that this was round 1 of their new relationship with Rogers.

48 hours on a true outage that requires a dispatch is is understandable. What is not acceptable to me is even the slightest issue takes a minimum of 48 hours for a response. It takes Tek staff longer to write the email/ticket then it would to call rogers ( if they could) and get a switch flipped.

Meh, whatcha gonna do? Pay rogers or Bell directly more, for a quarter of the cap, and guaranteed fee increases multiple times a year?

Nah.

the thing is, it's not a 'true' outage per se on an individual basis.

it seems to be deliberate, and in specific areas.

when i called to cancel rogers cable, they even suggested that 'they have reliability issues' and it would cost extra+time to fix every issue with teksavvy

noone with rogers cable in the same area/building is down, but all teksavvy clients in the same area with cable internet are down.

would love to see an actual audit of what the technical problems are. either teksavvy isn't admitting a problem which is their own, or rogers is deliberately not fixing a problem that obviously isnt affecting the last mile delivery network in the same area for rogers customers.

the gist of the matter is -- we can't get an ip via dhcp. everything else is good.

I hear ya Brother. I have had many "special" times with Rogers dealing with them directly, as well as via TPIA services. In both circumstances, the bullshit was the same, just a different smell.

So it really is 48 hours of potential down time per incident....

It's already been 4 hours this evening and no end in sight.

I may need to keep my rogers connection

I have my cable activation date set on Feb 19th and I'm still without cable. Those Roger idiots kept messing up and refused to believe they're wrong.

I'm really starting to regret ordering TSI Cable now. I wish there is Phone support or some kind from Rogers that TSI can get ahold of. This is ridiculous. This is now day 5...and waiting w/o Cable.

Hey guys I had the same situation, it does take a while b/c some rogers guy was suppose to check if everything is alright. Make sure the rogers tech person comes in to ENSURE that everything is up and running do not leave w/o that

So here's the thing, what you guys have is a different problem. if you need a rogers tech to come in to fix your cable then you've never had rogers cable internet before.

if rogers works at a home/location with cable internet, that means there is nothing wrong with the cable. if you switch back to rogers there will be no more problems.

the problem is never with the cable, but the actual dhcp server/head end not responding. there is always sync. so the problem appears to be superficial. and it also gets 'fixed' superficially.

if teksavvy can do us the honour of getting an actual technical audit report of what has caused so many problems in north york area, i bet the clients would be much happier.

5 days are nothing. It took nearly a month, two modems and 4 tech visits for me to get the service after activation. Fortunately, I hadn't cancelled the DSL until cable was working. But the wait was well worth it.

Take your modem to your friend with cable service (TV or internet) and see if the cable modem works. If you confirm the modem is good, then there is something wrong with the cable/filter etc. When the cable guy comes next time, don't let him leave before you have sevice. If he insists there is something wrong with your non-Roger's modem, ask him to connect one of his modems to your house to prove there is nothing wrong with the cable.

Yet another reason for not relying on VoIP for phone ... Neither Bell nor Rogers has any sense of urgency when it comes to repairing internet problems ... With Rogers it's because they never had to have any urgency for cable service, so why change for any other offerings. For Bell, it's just cheapness.

my cable went down 12th after working fine for over a month. Today is 13th day. Calling teksavvy everyday.

Got another modem last friday (webstar DPC2100R2), submit request Friday, took rogers until Monday afternoon to get new MAC registered.

As soon as the MAC registered, modem cable light will flashing and NOT on. not registered modem get cable solid on, 10.x ip but can't access internet.

so be prepared for LOOOOONG down time.