Review by s0dhi 
member for 1.7 years, 488 visits, last login: a few hours ago
updated 1.7 years ago
 Brampton,ON
 $62 per month "Promise and Price" "Unable to resolve issues" "If you rely on your connection, avoid them."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I signed up for Teksavvy cable internet service after using Rogers cable internet services for the past 15 years. In those 15 years, I have had, at most, 5 days where I have had an issue.
The switch to Teksavvy was very easy. On the cut-over day, I simply switched my Rogers rental modem for the Thompson modem sold to me by Teksavvy. The entire switch took about 30 minutes.
However, since I switched to Teksavvy, I have had an issue where the internet service disconnects multiple (3-5) times a day for periods of 1-3 minutes. I am an IT professional that works from home daily and I rely on my connection. These disconnects have had a rather large impact on my daily activities.
Within the first 5 days of the switch, I reported the issue to Teksavvy and have spent the last 20+ days performing troubleshooting, re-arranging my devices on my network to facilitate the escalation and troubleshooting of this issue. The interesting fact is that I have been in my house using Rogers for 10 years and have never experienced this issue in the past.
To date I have no resolution to the issue - in fact the escalation to Rogers resulted in the reply that the modem is offline. Magically, I still use this "offline" modem to write this review.
Teksavvy's hands are tied. Aside from repeatedly telling me that if Rogers doesn't find an issue that I would be charged and additional $100 for the diagnostic, they have been of little help other than lending a sympathetic ear.
I'm at my wit's end. I have asked for someone to call me if they wish to retain me as a customer. If nobody calls me by next week, I will be cancelling this service and returning to Rogers.
If you rely on your connection, I would suggest you approach Teksavvy with caution. My experience tells me that even though everything should work and switch may be easy, if you run into problems, those problems will become YOUR problems, not Teksavvy's or Rogers' problems.
Comments:
 Reviews:
 ·Start Communicat..
 ·Rogers Hi-Speed
·Bell Sympatico
·TekSavvy Cable
| Similar connection dropping experience I recently had a similar connection dropping experience after the switch-over to Teksavvy, but I certainly will not blame them for it.
It can often seem related to the switch-over, but in many cases, it's a very interesting coincidence that it happens in step with switching over.
In my case, I had an RG59 cable drop go bad. Once Rogers came out, tested the line inside and outside at the box, and then dropped a new feed of RG6 (better cable - less high frequency loss over long cable runs, I believe), the problem went away. Stronger signal, and not a single modem restart. My signal more than doubled, woohooo!
My house was made in 1980, that cable has been in the ground for 31 years. Not surprised that the cable drop went bad. Also not surprised that Teksavvy couldn't do anything about it, since they don't own the last mile - Rogers does. No service fee required in my case, and I went through Rogers to get it fixed, because I noticed some of my digital TV channels would become unavailable at the same time, followed by both services restoring simultaneously.
Yeah, it's the pits. All I can say is if you've spend the time diagnosing your equipment, replaced cables, ensured no interference from adjacent electronics, etc, and if you depend on the connection as much as you do, then it's probably worth risking the $100 to get a cable tech out to evaluate/fix your connection.
Why suffer with a bad connection? It's like driving a car that stalls every time you come to a stop - get that sucker fixed already. Don't blame the company reselling the gas, when it was the fuel line. | |
|  | s0dhi
join:2011-08-02
Brampton, ON Reviews:
·TekSavvy DSL
·TekSavvy Cable
3 edits | Re: Similar connection dropping experience Fair enough, Tristan. My house is 12 years old.
I am Teksavvy's customer and I expect them to take the lead on issues, but I find myself constantly having to request updates on issues. If a tech is required to come out and diagnose the issue, so be it. After, 20+ days, why hasn't it come to that?
The $100 charge is if that doesn't end up being the issue - I have no problem covering it but I don't want to be stuck with it if the problem is not on my end.
I will add that there are a bunch of folks in my area reporting the exact same issue, so I wonder how many (relatively) newly built houses all have dodgy cable runs that surface with Teksavvy but not with Rogers.
I am not blaming Teksavvy for the disconnects - I am blaming them for not getting the issue resolved; there is a difference. | |
| | | | Why do people defend teksavvy tooth and nail? It's very discouraging for people that have real issues and then fanboy's jump all over the issue like we're to blame. The OP had service for 15 years, in those 15 years he had very limited trouble. now since the switch, he's had how many days downtime and it's been blamed on device configuration? Come on, It reminds me of the time Bhell gave my dryloop to my neighbor and it took me a week to get a new line ran from wherever to my condo. Teksavvy said Bell sees nothing wrong and there's nothing wrong. I even TOLD THEM Bell disconnected the dryloop and they wouldn't believe me, stating it's illegal for them to do that. They also said it would cost me a service call if a tech had to be dispatched for nothing. a week to the day later a tech shows up and tells me my dryloop is disconnected and just hanging there, that I need a new line ran.. Like seriously?! I told them that day 1.
Personally, I think if you're going to switch to Teksavvy for the bandwidth gain, you better have a bottle of prozac near by because the support is atrocious at best some times and the incumbents like to f*ck with us just because they can. | |
| | | | | | | s0dhi
join:2011-08-02
Brampton, ON Reviews:
·TekSavvy DSL
·TekSavvy Cable
| Re: Similar connection dropping experience said by Tristan:To the OP: Good luck.
Thanks.
I have had this and another VDSL ticket open in the direct forum for 20+ days - both are not resolved. I am running out of patience. I'm getting the run-around on the cable issue and VDSL has never worked since purchase on Aug. 3rd, 2011.
I want to root for Teksavvy, but it's getting hard to based on my experience thus far.
EDIT: If they can turn things around, I will amend my review. | |
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| | | | Re: Yup, TSI really sucks as an ISP No B.S OK!
let the numbers speak
As of today
Teksavvy Forum: 206 reviews (166 good) (23 bad)
Rogers Forum: 633 reviews (196 good) (280 bad)
Bell Forum: 1081 reviews (400 good) (449 bad)
Be honest and answer this question.
which one of the ISP would you go for?...
what choice do we have other than Teksavvy? | |
| | |  Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
 ·FreePhoneLine
·Rogers Hi-Speed
·TekSavvy DSL
| Re: Yup, TSI really sucks as an ISP said by Mecamel:No B.S OK!
let the numbers speak
As of today
Teksavvy Forum: 206 reviews (166 good) (23 bad)
Rogers Forum: 633 reviews (196 good) (280 bad)
Bell Forum: 1081 reviews (400 good) (449 bad)
Be honest and answer this question.
which one of the ISP would you go for?...
what choice do we have other than Teksavvy?
Cannot compare the reviews of TSI to Bell/Rogers. They have 3x the number of reviews... so if more people posted their positive/negative reviews rather then a praising thread maybe TSI would look a lot better.
Instead people would rather kiss their butt in open threads instead of where it truly counts. Not flaming those who want to thank them but do a review first THEN post a thread.
Because so many forget to post reviews TSI simply cannot be compared to Rogers/Bell on here, there simply is NOT enough reviews to compare | |
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| | | mlord,
Perhaps you could enlighten us with your direct experiences that lead you to this conclusion?
In looking at the subjects you frequently post on DSLR, it certainly doesn't seem you're an unintelligent person. However, the frequency of your posts prevents anyone from discovering your motivation in posting this.
Before we write you off as another impatient troll who can't deal with people you think aren't as smart as you, maybe you can quantify you conclusion?
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| |  TSI Support1TSI SupportPremium
join:2009-09-28
Chatham, ON
kudos:1
1 edit | Hi,
I dislike poll data as an accurate representation of the truth. At best polls are an accurate representation of those ambitious enough to voice their opinions, and statistically negative reviews will always outweigh those doing positive ones. the reason being that if people are pleased with something they are less likely to post at all as opposed to those with a negative rant. Getting the negativity off ones chest makes people feel better while singing someone’s praises seems to involve effort and is done less often.
Now having said that, I'm not simply employed by teksavvy, I am also a customer. I for one am pleased with the service, and know the majority of staff by first name. The vast majority are willing to go the extra mile for our clients and I can’t see asking for more than that. In this day and age it is rare to find a more dedicated group of people. I personally have had less problems with tech support here than anywhere else I have ever gotten service from. I do realize that some of our clients are plagued by issue after issue. We try our best with the tools that are available to resolve all issues in a timely manner. When things beyond our control occur we do what we can and stay on it until we get a resolution.
Please do not think I am pointing any fingers at our vendors (bell and rogers) but there are times we are at their mercy. If we cannot resolve an issue on our side we depend on them and those they employ to get to the bottom of it. Unfortunately they have their own way of doing things that do not always coincide with the wishes of our clientele. Nor our expectations of what is considered timely and efficient. This system is far from perfect, but it is all we have managed to squeeze out of the CRTC. The alternative of course is the death of indie ISP's and back to the "duopoly" of Bell and Rogers. It is an uphill battle for sure but we'll get there eventually. Thank you all for your continued patience and patronage.
I'll be going over your posts in the direct form in a few mins mlord, hopefully I can get you an update in short order other than the patented "no update as of yet" response I am sure you are tired of at this point.
Sorry was a little long winded here, but wanted to add my 2 cents to a thread I feel is needed to bring these issues to the attention of those higher up. Rest assured we are consistently working to make things better across the board for you guys and we appreciate all comments and opinions as an opportunity to better serve you.
***update*** as per Gabe the traffic shaping issue seems to have been resolved. Congratz guys and happy downloading !!!
TSI_James | |
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 TSI SteveOTSI SteveOPremium
join:2009-01-26
Chatham, ON
kudos:1 | Dropping the ball Hello Kev. I already made a post on your direct forum thread, but wanted to further clarify things for the other people/customers here as well. First of all, everything s0dhi is saying is for the most part, dead on. He had ordered 2 services from us (Cable and 25M DSL), and both were unfortunately stricken with problems.
The cable internet, had frequent intermittent issues, and s0dhi had worked with us diligently to try to find the source of the issue, frequently providing troubleshooting results (trace routes/pings/modem levels/etc.). Ultimately the exact source of the issue was unable to be found before he canceled service. Truth be told, I did advise him that this issue had been going on for some time, and that I understood his decision to cancel our service.
Now the DSL, there were quite a few issues with the install itself, specifically with the install techs not doing/documenting the onsite wiring install. Many more escalations then tolerable were required to get this going, and culminated in us having another modem sent out to alleviate a defective modem issue. Unfortunately this account was one of the first ones that we had found Bell sending out a modem with incorrect firmware (obviously an issue NOT caused by the customer).
Obviously, this is NOT the kind of service experience we try to provide at Teksavvy. There are quite a few instances above where delays were caused simply because of our hands being tied by line providers. I won’t use that as an "excuse", but I do want you to know that the vast majority of the reps you spoke to we exercising every option available to us throughout your troubleshooting. I also see that the DSL service should finally be working as of tomorrow, as your modem is to be delivered. Please feel absolutely free at advise us how you feel about the service (and guys, as has been said before, make sure to allow customers to express their views with our service, both good and bad, without jumping to blaming the customer).
Please feel free to respond back to your direct forum post, or send me a PM if you need any additional info, or just have further questions.
--
TSI SteveO - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum ) | |
| | s0dhi
join:2011-08-02
Brampton, ON Reviews:
·TekSavvy DSL
·TekSavvy Cable
3 edits | Re: Dropping the ball said by TSI SteveO:Hello Kev. I already made a post on your direct forum thread, but wanted to further clarify things for the other people/customers here as well. First of all, everything s0dhi is saying is for the most part, dead on. He had ordered 2 services from us (Cable and 25M DSL), and both were unfortunately stricken with problems.
The cable internet, had frequent intermittent issues, and s0dhi had worked with us diligently to try to find the source of the issue, frequently providing troubleshooting results (trace routes/pings/modem levels/etc.). Ultimately the exact source of the issue was unable to be found before he canceled service. Truth be told, I did advise him that this issue had been going on for some time, and that I understood his decision to cancel our service.
Now the DSL, there were quite a few issues with the install itself, specifically with the install techs not doing/documenting the onsite wiring install. Many more escalations then tolerable were required to get this going, and culminated in us having another modem sent out to alleviate a defective modem issue. Unfortunately this account was one of the first ones that we had found Bell sending out a modem with incorrect firmware (obviously an issue NOT caused by the customer).
Obviously, this is NOT the kind of service experience we try to provide at Teksavvy. There are quite a few instances above where delays were caused simply because of our hands being tied by line providers. I won’t use that as an "excuse", but I do want you to know that the vast majority of the reps you spoke to we exercising every option available to us throughout your troubleshooting. I also see that the DSL service should finally be working as of tomorrow, as your modem is to be delivered. Please feel absolutely free at advise us how you feel about the service (and guys, as has been said before, make sure to allow customers to express their views with our service, both good and bad, without jumping to blaming the customer).
Please feel free to respond back to your direct forum post, or send me a PM if you need any additional info, or just have further questions.
Hi Steve,
I sincerely hope that he DSL service will be up tomorrow, but as of now, there is no indication that the modem has/was shipped or when the modem will arrive. I have been told that 2 replacement modems were shipped - one on the 18th and one on the 24th. Neither one has yet arrived - neither one has been successfully tracked. Additionally, I requested tracking numbers on more than one occasion and wasn't provided any. Perhaps it wasn't my business, as it is between Bell and Teksavvy. Bottom line on the DSL: I ordered the service on Aug. 3rd; it's the 28th and I don't even have the right equipment yet, let alone any actual service to review. (It's the only reason I haven't written a review yet.)
I can appreciate your comments that the cable issues were on-going issues that were being worked; however, it was my impression that I had to press the TSI team to begin canvassing and building a larger case for this issue. I see many threads for nightly slow-downs and frequent disconnects, but I've yet to see any resolutions. I will restate, that I had jumped ship from Rogers to Teksavvy after many years of rock solid reliable performance. Assuming that Teksavvy was reselling the same service, I switched. In the end, over a month without a resolution to the disconnects, many of my hours spent on on hold/support and troubleshooting and then, finally, a multi-hour outage all worked against Teksavvy. I can also appreciate that the issues may not be TSI's fault, but that does very little to ease the impact on me, your customer.
I want to also say that I was really hopeful regarding the Teksavvy services, and perhaps my expectations were too high. If the CRTC can finally side with the people and open the marketplace such that Teksavvy can provide reliable services to it's customers, I would consider giving Teksavvy another chance.
Sincerely,
Kev | |
| | | s0dhi
join:2011-08-02
Brampton, ON Reviews:
·TekSavvy DSL
·TekSavvy Cable
1 edit | Re: Dropping the ball I finally got the VDSL2 modem this morning and there were a few hiccups (Bell had to be dispatched to "rebuild the circuit"), but now the connection is running well.
I will have to see if switching back to Rogers resolves the cable disconnects issues I had with Teksavvy. If it does not, I will make it clear in the review.
EDIT: The switch to Rogers has not fixed the disconnect issue. In fact it now occurs every 50 minutes. Rogers is dispatching a tech to complete a line trace.
Thanks,
Kev | |
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