| [Cable] Nightmare - 3 weeks no internet My experince so far has been a complete nightmare. I'm suppose to switch from Rogers to Teksavvy cable on Dec 14, its three weeks now and still not able to get online. Problem occured from day 1.
From the other posts there appears to be some DHCP issue but this isnt my case. I can get a valid IP address no problem, the gateway is pingable but the two DNS servers are not pingable. Seems to be some sort of routing issue.
I've been doing the same trouble shooting steps with teksavvy every few days with no results. From what I understand its Rogers that keep insisting the problem is fixed when it is not. I asked teksavvy to provide the official response from Rogers, they wont as it contains "confidential vendor information". I've been more than patient but nobody seems to understand that getting a valid IP address does not mean everything is working.
Teksavvy is not willing to offer any goodwill for my time troubleshooting or inconvience, only for downtime. So I then asked about switching to their DSL but reponse inst satisfactory. Pay return shipping for my cable modem, get hit with $25 restocking fee, pay shipping for DSL modem, pay activation for DSL modem. Ontop of this I've burned over 200 min on my cell phone no compensatation and worst part is no progress, same problem as day 1.
I'm just stating the facts and looking to see if anyone else had a similar problem or solution. No intention of bad mouthing but three week no internet, I'm going though withdraw...
12/15/2011 10:12:42 PM
ticket was submitted for DHCP issue and trouble shooting was done
12/16/2011 5:18:51 PM
rogers came back advising that customer is able to receive a valid ip address and to power cycle the eqiptment
12/15/2011 8:03:06 PM
trouble shooting done and advised to factory reset modem and call if there is still an issue
12/17/2011 5:00:02 PM
Miscellaneous ticket open with roger as customer is unable to access the internet still
12/19/2011 11:55:58 AM
ticket was escalated through rogers for routing issue
12/19/2011 11:59:50 AM
was in touch with customer, adv of update, adv we should have something more tomorrow
12/20/2011 3:40:39 PM
Ticket update request sent to rogers for an update on account
12/20/2011 10:42:44 PM
Rogers advised ticket was escalated through rogers for routing issue and still no response
12/22/2011 4:34:03 AM
The issue appears to have been resolved. The customer\'s modem appears to
be online and the device connected to the modem is obtaining the
following IP address :
CPE IP : 108.162.X.X
However, if the issue still persists, please have the customer
power-cycle the modem and the device connected to the modem and check
the connection again.
If the issue still continues, please provide us with the new
troubleshooting results you have such as ipconfig /all, ping and
tracert.
12/22/2011 10:13:13 AM
Advised rogers that issue is still there and did the required the new TS for the issue and sent it offto rogers
12/23/2011 11:52:27 AM
customer called for an update and advised customer that we need to allow the 24-48 hours for a response
12/23/2011 10:38:49 PM
rogers checked the previous ticket escalated again and there engineering
team was unable to find any issue on the network. Since the customer is
obtaining a valid IP address, if they are unable to connect to the
internet, this issue requires further troubleshooting on the customer\'s
side for any router removal, static IP or DNS etc...
The test such as ipconfig/all and tracert must be performed on the
customer\'s pc and provided by the customer. Not from TekSavvy network to
customer\'s computer.
12/28/2011 8:21:59 AM
have contacted the customer and he is able to aquire an ip address but
cannot connect establish a connection as of yet. We have reset the
modem, modem plugged directly into the pc, ran new tests that are provided
to rogers
12/29/2011 10:37:55 AM
advised roger that this a routing issue and that all steps have been
completed in trouble shooting customer
12/29/2011 10:36:26 PM
received an empty reply and asked for update
12/30/2011 9:31:43 PM
rogers advised that we need to send a status e-form to request updates on tickets
12/31/2011 7:24:21 PM
rogers advised that they researched the ticket and the issue is resolved had customer factory reset
1/2/2012 10:26:08 AM
had customer factory reset to see if the issue is corrected and also customer is looking for a summery of the tickets that i am
providing |
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| said by coolturbo:I'm just stating the facts and looking to see if anyone else had a similar problem or solution. First part of your history says DHCP issue... if you look around for threads about that, you'll find at least a dozen of 'em, some nearly a thousand posts long.
The Rogers DHCP fiasco has been going on for so long with no ETA that TSI is offering free switch to 16Mbps DSL to remaining affected subscribers... that's how bad that is if this is indeed what you've got here. |
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| said by InvalidError:First part of your history says DHCP issue...
The history does say that but it's from teksavvy and I disagree with their diagnosis. Others experincing the DHCP issue report getting no IP address at all. Here's what I think happened.
1. There is a known rash of DHCP issues
2. I am unable to connect to the internet
3. Teksavvy support assumes I am also having DHCP issue throws it over to Rogers
Now from Rogers perspective
1. Yes there is DHCP issue
2. Customer has a valid IP
3. Customer does not have the DHCP issue, so internet must be working and calls it a day.
And thanks for letting me know about the free swtich to DSL. I asked two agents about this and the return policy and was told they would call back. I never recieved any call. |
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 OinktasticLet them use fibre
join:2005-08-24
Scarborough
kudos:2 | If you check your IP with WHOIS or a similar site, who does it say that IP belongs to? |
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Reviews:
 ·TekSavvy Cable
| reply to coolturbo
I've had similar problems twice over the last year, getting an IP but no routing with it - first time it was resolved quickly, second time took weeks.
I think your summary about whats happening with Rogers is right - they're so caught up with the DHCP problems that they're not even reading the tickets (if they ever really do, which i doubt) and assuming that if you have an IP everything must be golden.
But if it was a Rogers retail customer, i'd bet it would have been fixed weeks ago (actually, if it was retail i doubt the problem would have ever even happened) |
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| said by jibby:But if it was a Rogers retail customer, i'd bet it would have been fixed weeks ago (actually, if it was retail i doubt the problem would have ever even happened)
I've been thinking the exact same thing for 3 weeks, and I've done a lot of thinking since I dont have internet.
I've had Rogers for 4 years not a single problem, never went down, the only complaint is that the 60GB limit is pathetic for todays standard. When I saw Teksavvy offers 300GB for less I had high hopes. I decided to go with Teksavvy cable since it was esentially resold Rogers and though I would get the same reliable service...I've never been so wrong.
I'm tyring to give Teksavvy a chance here, but its been a battle. So far Rogers is winning, dont know how much longer I can hold out but this is probably thier plan. Get customer to come crawling back and beg for service.
Lastest update so far.
01/03/2012 16:12:13
Hi,
We have escalated a trouble ticket to our network engineers requesting
them to investigate this issue. If this problem continues and you would
like to have an update, please submit Ticket Status eform, quoting
reference number C506XXXXX and we would be pleased to provide you with
any updates. Otherwise, there is no automated ticket status update
procedure in place.
We apologize for the inconvenience and thank you for your patience.
Regards,
1/3/2012 2:24:43 PM
Escalation A Sent
01/02/2012 15:14:22
Dear Rogers,
The IP addresses you have provided below appear to be invalid.
This customer has been able to acquire valid CPE IP 108.162.X.X
The previous case/ticket C499XXXXX was closed by our ticketing dept. as
no fault was found in our network.
Regards,
Tek Savvy
1/2/2012 12:15:36 PM
Customer called in having no internet. Customer has been recieving a vailad ip
address but cannot ping the DNS.
Customer wants it documented that he has used both computers - and they are
having alternating IP addresses.
Tried pinging Google.com - failed (ping request not found)
Pinging Google IP address - failed (ping request not found)
From router IP has been released and renewed
From Command promt Ipconfig /release /renew has been preformed
LIGHTS
power on
ds on
us on
online on
link flash
Modem Signal Levels
POWERD- 1.5dbmv
POWERU- 29.0dbmv
SNR- 40db |
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 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Hi coolturbo  , Can you PM TSI Martin your details so I can look into this.
Sounds like your part of a routing issue were having with that 108.162.x.x IP range.
Martin
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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| reply to coolturbo
I'm also one of the people stuck with a 108.162.x.x IP that won't route out.
Down since Dec 21 so far. Got a voicemail saying it's with Roger's network engineers and awaiting any changes. |
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| TSI Martin - PM sent, now into the 4th week.
DannyD3, what major intersection are you located at? Im 16th Ave and 9th Line |
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1 edit | Yonge and Sheppard (York Mills POI)
My post is below; if you want to share our misery together - lol.
----
Day by day account with Teksavvy support:
Dec 21 - According to my router logs, I lose internet connectivity in the morning.
Dec 23 - I return from vacation, notice I can't access internet but figured it might get resolved by the next day as i see a posting about dhcp issues on the main site.
Dec 24 - Still broken. My modem is full green lights. I get an ip but i can't route out of the poi. Call tech support and troubleshoot for 30mins determines Rogers isn't routing my ip. Issue ticket with Rogers.
Dec 27 - Ticket comes back asking for ping and tracert tests (that i already did on Dec 24). Call back and go through another round of redundant troubleshooting. Issue another Rogers ticket.
Dec 28 - Email saying ticket updated. Call support again (at this point i got the whole tech support identification drill down pat - phone #, name, address , how you pay your bill). Roger comes back and says something must be wrong with customers NIC. Another round of troubleshooting song and dance- we determine something is up with Rogers as if you ping the ip I received it routes back and forth between 2 ip addresses. Issue another ticket.
Dec 29 - Get a call from Teksavvy asking me to run the the exact same tests and troubleshooting procedures of the last 5 days. I get the impression that someone is either stalling or is incompetent. Send back another Rogers ticket.
Dec 30 - Get a call from Teksavvy saying Rogers wants me to do a factory reset ( here i almost lose it. I've done this already 4 times). I clearly let them know its nothing related to anything on my side as my home networks works fine. my modem is fine. I just can't route out. Its clearly a dhcp related issue as my ip has been the same for the last 9 days no matter how many times i release or reboot the modem. Reissue ticket with Rogers.
Dec 31 - Read free dsl blog post on smartphone. Call support to see if i can register and get it set up. Support tells me that i do not qualify as i am not experiencing a dhcp issue but a routing issue. Isn't the timing of my problems suspicious? im no network expert but i would think my continued downtime and lack of resolution would count for something and i have a hunch my dead ip is dhcp related.
The customer support people have been great. Polite, courteous and very nice but ultimately ineffective in solving issues.
As a customer I am frustrated and angry. As a supporter of Teksavvy I feel betrayed. Apologies for typos as i type this all on a 4 inch smart phone. |
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| So I'm now in the 4th week of this fiasco.
Once again Im told to provide the same info that I have been doing for the past weeks. Last time I provided info to teksavvy I was told they had everything they needed, from both computers, and router.
I am told to do a tracert to google.ca? Hello....the DNS is not reachable, should I pull out the yellow pages book and try to revole the name there?
Im also told the issue has been escalated. It was escalated numerous times already, and has not progressed since day 1. At this point escalation means nothing to me, I look for results, working or not working....and 4 WEEKS NOT WORKING. |
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TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | What you fail to understand is when I escalate your ticket there is more then 1 level. Please don't think we do an escalation once & leave it hanging. Once an escalation is done we hound them daily for updates & push them to get resolutions.
--
TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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Reviews:
 ·TekSavvy DSL
| This whole approach where Rogers and the customer can only communicate to each other via and through TSI is clearly the source of why this is taking weeks and not hours to resolve. A normal tech support call has questions and answers back and forth. If EACH question from Rogers and EACH answer from the customer takes two days, then it's four days to ask & answer "is the modem turned on?". That right there is I don't think I'll *ever* be on TSI cable, yikes. |
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| reply to TSI Martin
I started this thread after 3 weeks no interet and somehow I am the one who fails?? We are now on the 4th week, no eta no sla, you as in teksavvy are no A+ star yourself and not really in the best position to hand out Fs to your customers.
I do realize the problem is with rogers and its their infrastructure. I agree with psot above and should deal with rogers directly but we all know this isn't an option. At the end of the day teksavvy is the one billing my credit card...teksavvy needs to take hold of this situation.
Escalation is progress which is good, but isn't it about time teksavvy produces results. So what if u called ceo of rogers 3am in morning while he or she is on the can and raised to highest level? I didn't have internet during xmas, no boxing day online shopping no internet for new years and i come home today still no internet, good thing for data plan. End of the day still not working. |
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| reply to coolturbo
Same boat here, no internet since Dec 20. To add insult to injury Teksavvy charged my credit card for my monthly service today even though I am still without that service. Ignorant. |
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| reply to coolturbo
This is going to probably fall under the "yes, of course I've tried that!" sort of advice one gets peeved at in situations like yours, but just in case...
Do you have static IPs set up on your computers? If so try an automatic configuration.
Have you in the past used a service such as OpenDNS or a VPN and set up DNS info on your router that isn't the numbers supplied automatically on connection? If so, you may still have that enabled on the router.
- Also worth tryng is using the DNS info from OpenDNS and see if that lets you bypass the problem, since you are able to connect as far as getting an IP address. (Yes, I know this suggestion is ironic as I just said an outside DNS server setting might be the issue.)
Did you try pinging an IP address, or just domains? If the issue is in the resolving of the DNS address you'd be able to ping IPs but it'd fail with domain names. That would narrow the issue down to the DNS resolving. It'd help confirm that yep, you have internet, but can't get at the world wide web or servers with network names prettying up the IPs.
These ranges belong to google if you want to try that out:
64.233.160.0 - 64.233.191.255
66.102.0.0 - 66.102.15.255
66.249.64.0 - 66.249.95.255
72.14.192.0 - 72.14.255.255
74.125.0.0 - 74.125.255.255
209.85.128.0 - 209.85.255.255
216.239.32.0 - 216.239.63.255
If pinging an IP works, then have you tried clearing your DNS resolver cache?
That's a command prompt option. You need to run command prompt as the admin to do it. Command prompt is in the Accessories menu, and you right click it to pick the option to run as administrator. Type in the following and hit enter:
ipconfig /flushdns
And my last thought on a possible cause is the network adaptor on the computers. On my DSL I've expereinced an odd problem where we had internet, and one computer could get on it without a problem, but another one or two could not. It's happened after power outages and reboots usually. Seems to be an issue with the network identifcation.
Sometimes on re-connect it'll make another copy of the location and I've found that if I'm connected to the wrong one, even though it's just another name for the same network, I can't get on the internet.
The fix was to clear out the saved network locations.
To do this on Windows 7 (you'll have to google for the Vista options if that's what you have - steps are similar but some things in other places) go to the network and sharing center and click on the house icon just under the words "your active network." A "set network properties" window opens, and at the bottom click the link for "merge or delete network locations." Delete anything that is not "in use" and see if there are multiple listings for the name of your network. For example Pennygetyourownwifi, Pennygetyourownwifi 2, Pennygetyourownwifi 3, etc.
It has also helped to delete Pennygetyourownwifi when clearing out just the copies failed. To to that you'll need to rename your network for a min, delete the now not in-use Pennygetyourownwifi, then go change the name back to whatever you had before if you want to.
(If you watch Big Bang Theory you'll have gotten the Pennygetyourownwifi joke. If not, then you should; it's funny and will help pass the time without internet.  )
Best of luck with your connectivity. I can only imagine how dreadful the withdrawl would be by this point. |
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| reply to coolturbo
the DHCP issue has me scared to ever reboot or power cycle the modem. |
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1 edit | reply to coolturbo
After about 16 days of no internet, TSI Martin proceeded with giving me the DSL package that's on the blog - maybe you should pursue that in the mean time.
It definitely has a placating effect, and at least you know you'll have internet in 5 business days and not some unknown period of time.
Cable is still down though. |
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| Danny thanks for sharing your resolution I just got off the phone and downright rejected. Here is official response.
--------------
Hello,As per the conversation earlier, you currently do not qualify for the free 16mb dsl service as you are not experiencing an DHCP issue currently affecting Toronto. You are able to get an ip address but cannot route.
Xxxx
Teksavvy Tech Support
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Apparenlty I got an ip address and am in a better situation than those with dhcp issue. I feel so honored that I need to share right away. But seriously, thanks ip address..you just blew my chances at dsl...what little hope is now gone.
Anon, thanks for your post the information is very helpful and most importaintly understanding dns is not reachable.
Already tried another static dns and pinged several ips with tech support 1st or 2nd week and no luck. From this we concluded routing issue, as all dns's are outside subnet and not reachable. Of coruse I'm contined to ask to ping and tracert google.ca, why when clearly dns is not reachable. Getting tired of troubleshooting things we already know.
Yes I do watch big bang theory, actually engineer myself. When I'm told the issue has been escalated to network engineers I laugh...all these engineers all these escalation and still nothing...but I highly doubt these are real engineers anyway.
Once again my issue was escalated today at 7pm...still no internet. This is now 4th week, you would think that teksavvy would offer the dsl and try to make thing right but apparenlty not, teksavvy doesn't care about customer service.
And as usual the call ends with "is there anything else I can help you with" |
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| reply to coolturbo
said by coolturbo:So I'm now in the 4th week of this fiasco.
Once again Im told to provide the same info that I have been doing for the past weeks. Last time I provided info to teksavvy I was told they had everything they needed, from both computers, and router.
That's the most frustrated thing for me. During the outage everytime I called I was told to rechecked and redo all the test again and again as if I haven't done it before.
You have been really patient. I'd have gone back to Rogers after 2 weeks if I were you.
Even now I still scare the hell when my browser couldn't reach some sites thinking the DHCP issue is back. I don't complain about slow speed anymore as long as there's no more outage. It's pathetic. |
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