| You need to own two cable modems to open a ticket I was just told by a teksavvy guy that unless I test my line with a second modem I can't get a ticket to deal with the slow internet speed. I used to think Teksavvy was THE company. Nothing new.
So, I can either quit with Teksavvy or buy a new cable modem. |
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| You don't need two cable modems, plus its rogers responsibly to check the line with a test modem.
Use the direct forum. |
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| reply to counting7
Re: You need to own two cable modems to open a ticket Lol. Simply not true.
Post in the direct forum. They will straighten things out. |
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| Hi,
We're not asking you to buy another modem, simply to burrow one from a friend or relative to test at your place, or take your modem elsewhere to test. Once the rest of the tests have been completed we will be able to open the ticket on your behalf. Unfortunately, without this information, since Rogers has updated their eform, we cannot open a ticket.
Thank you,
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TSI Joel - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
What animosity in here. You guys are all class acts. Really. |
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| reply to counting7
said by counting7:I was just told by a teksavvy guy that unless I test my line with a second modem I can't get a ticket to deal with the slow internet speed. I used to think Teksavvy was THE company. Nothing new.
So, I can either quit with Teksavvy or buy a new cable modem.
what area are you in, you are probably in an area that is under a stop sell and has a known over-subscription problem.
its sad that the tech support agents dont just come clean with that information. |
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| reply to counting7
Hi,
I'm very sorry you feel this way, but Rogers requires certain information to properly be able to investigate certain issues. We're not trying to be difficult in any way, we really want you to receive the service that you desire, but certain steps must be taken to ensure that we are able to do so.
Thank you,
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TSI Joel - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
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| What this is is a way to dissuade ppl from getting any help and to keep overpaying for a lowered profile. It is purely transparent. I USED to be able to say I have low speed, a ticket is made and the problem solved! They just want to avoid doing and and dragging it out as long as humanly possible. Should I Lie? Ok. Yeah I checked a friends cable modem on my cable and got the exact same results. |
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 c2rothPremium
join:2006-04-26
Kitchener, ON
kudos:2
 ·TekSavvy Cable
| reply to counting7
said by counting7:Hi,
We're not asking you to buy another modem, simply to burrow one from a friend or relative to test at your place, or take your modem elsewhere to test. Once the rest of the tests have been completed we will be able to open the ticket on your behalf. Unfortunately, without this information, since Rogers has updated their eform, we cannot open a ticket.
Thank you,
--
TSI Joel - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
What animosity in here. You guys are all class acts. Really.
LOL a friend or relative. Because everyone has a cable modem they are willing to lend you... It makes no sense to take someone offline just to test another person. This only creates more problems.
When my cable modem died I went through this same crap and I just kept telling them no the modem is dead I cannot borrow one from a friend or lost monkey's uncle. The tech even wanted me to find another power brick for it from other devices in my house. That is 10 points for being creative but -20 points for not helping the customer to resolve the problem right away when the modem is clearly dead! |
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| I would love to sit in on the brainstorms they had to come up with this. |
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| reply to counting7
Umm that's new that it is require. I retract my earlier posting!
This is absolutely Rediculous.
Just say you did a test with another modem or something. We can NOT be required to get a modem from someone else, many of us (including me) do not have access to these resources. |
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 andybPremium
join:2003-05-29
SW Ontario
kudos:1
 ·TekSavvy DSL
| reply to counting7
I dont find it to be a big deal.Have had to do it before on dsl also.Eliminate a problem before a truck roll that costs you money.You want a tech I'm sure they can send one but you will be paying for it if its the modem thats the problem and you are to lazy to ask anyone to hook yours up at their place for 2 minutes |
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 TwiztedZeroNine Zero Burp Nine SixPremium
join:2011-03-31
Toronto, ON
kudos:3
·TekSavvy Cable
| reply to redgrandam
Maybe its getting to where we need to have our own cable/modem test kits: »www.sunrisetelecom.com/products/cm1000.php
 |
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 Teddy Boomk kudos Received
join:2007-01-29
Toronto, ON
kudos:5 | reply to counting7
I'm willing to help people out on this type of issue. I'm at Bathurst and College (downtown Toronto). Just pm me. |
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chaseme
join:2011-09-12
Terrasse-Vaudreuil, QC | reply to counting7
This is pathetic.
Completely pathetic support. |
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| reply to counting7
Wow, that's pretty sad. I'm fairly certain Rogers even has something written in their terms and conditions forbidding people from using a modem at another location.
If you take a modem from one location to another that is on a different CMTS, your modem may even get blacklisted as Rogers may flag it as someone potentially cloning a cable modem's MAC. |
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 mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5
1 edit | reply to counting7
Rogers isn't known for their superb support so yeah. As it usually is the case, if Tek opens a ticket with Rogers and doesn't provide the information they require they will simply close it. So unfortunately it has to be done. |
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| reply to counting7
Lol this is a joke.... I don't understand why providing information from your own modem is not enough.'
What modem are you using? |
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 Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
 ·FreePhoneLine
·Rogers Hi-Speed
·TekSavvy DSL
| reply to mlerner
said by mlerner:Rogers isn't known for their superb support so yeah. As it usually is the case, if Tek opens a ticket with Rogers and doesn't provide the information they require they will simply close it. So unfortunately it has to be done.
Unfortunate or not, personally anyone i know is on DSL, it's going to cost me as much to buy another modem as i would be if i get dinged with a fee.
This is an odd requirement. I can see it now in the Terms of service.
(In order to troubleshoot cable internet connections you MUST be required to have one friend, family member or neighbour with cable internet otherwise our hands are tied) |
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bbhog
join:2010-07-05
North York, ON Reviews:
·TekSavvy Cable
| reply to mlerner
said by mlerner:Rogers isn't known for their superb support so yeah. As it usually is the case, if Tek opens a ticket with Rogers and doesn't provide the information they require they will simply close it. So unfortunately it has to be done.
OK, so TSI has to have the proper info to put in the ticket.
Now it is TSI's responsibility to provide proper support to their customers. What they should be doing here is providing a solution to the problem. And that solution is not asking the customer to borrow a modem from someone else.
Examples of proper solution:
1 - Send a TSI Tech who will diagnose the issue.
2 - Arrange for a modem to be sent to the customer for verification purposes.
I know solution 1 is crazy talk.. TSI having techs? Who would pay for such a thing?!?! But the current solution is awful. |
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