| Teksavvy Nightmare My Teksavvy Nightmare
This whole story starts in early June when I talked with my wife and told her I thought that us switching over to Teksavvy's Tektalk looked like a good idea. We were using magic jack for our long distance, but tektalk's premium package looked to be a good bargain with 100 minutes a month of long distance included for roughly $10 a month less that we were currently paying for teksavvy home phone. Her concern was the voice quality, lag, and if calls would get dropped. Did a few searches on dsl reports and could find nothing negative especially with a 25/7 dsl connection we had. At this time, I was oblivious to the fact you need a separate dry loop line for tektalk.
So I log onto teksavvy's portal, fill out all the necessary info and order tektalk for the earliest installation date of June 16th. I got a call the next day from a csr who seemed a bit confused as to what I was doing, so I told her I'm switching from teksavvy home phone to teksavvy tektalk, where exactly is your confusion coming from? She said she was going to check the order and get back to me. This was the start of "we'll get back to you" and "I'm going to make a note on your file for me to get back to you". About a week before the 16th I got another call telling me my temporary number for the tektalk until my original number was ported over, by then I had received the voip adapter and was up and running with the temp number.
I was at work on the 16th when my wife called me and said our home phone no longer worked. No problem I said, just go to the demarc point in the basement where I had the switch over ready to go. Unplug the blue wire, plug in the white and our home phone was successfully changed over to tektalk! Woo-hoo! Here's where things take a turn.....
Later that night while surfing the internet I lost connection. Not to worry, probably just the 'ol cellpipe doing it's random reboot (Id been reading and like most people hoping for a fix to come along). Thought it was kinda strange as it went down right at the stroke of midnight, but didn't bother with it and went to bed.
The next morning as it was still down and with it our phone (no internet-no phone) I placed my first call to Teksavvy. Tech confirmed our link was down and would do some checking as to why. I left him my cell and my wifes cell and we packed up the kids and went to the cottage for the weekend. On Sunday afternoon on our way back from the cottage I called again as we hadn't heard anything and it was then that I finally learnt that you need an additional dry loop line along with your current line to have dsl and tektalk at the same time.
When I asked the csr how come nobody informed me of this, she said "our records show two calls were made to you informing you of this" I said do you honestly think if someone told me I needed a dry loop line or I'd lose all services that I'd of actually went through with this? To this I got a "we're sorry sir, but as you ordered this service yourself through the portal we cannot take responsibility for the loss of service" Unbelievable. Once the anger had subsided I asked what is the fastest way to get back a home phone and dsl, to which she told me the fastest was to switch back to teksavvy home phone, and you dsl is still there, it just doesn't have a phone number to be on or something to that effect. Ok, sounds good, when? Thursday the 21st. Great, switch us back over. "You have to make the first months payment for the order to be processed" Really lady? we pay by online banking and now we have no internet. "You can use telephone banking" I will not do telephone banking over a cell phone. "Can you go to a friends?" You know that feeling you get when you just want to reach through a phone line and shake someone on the other end? It passed.....I also asked about returning the voip adapter and was told there would be a $25 restocking fee, but that I could get more for it if I just sold it on Kijjiji. So we took down all the info we need, payment amount cid number ect, and when we got home my wife went to her work and made the payment and got confirmation it was received.
June 21st arrived and still nothing. I call TSI customer service and after an additional 5 minute hold so they could read all the notes on my file a supervisor named Michilin came on and regretfully informed me that the bell portal had been down for the first two days of the week and they had to resubmit the order pushing my running date to the 29th. Just effin great! By this time I've had a bucket full of "we are so sorry" and "It's Bell that's holding this up, there's nothing we can do"
On the June 27th I wrote an IM on dslreports to TSI Martin that went as follows
I need help, I feel like I'm in a nightmare! On the 16th of June I switched from Teksavvy home phone to Tektalk. I did not get the info (even thou records show that two calls were placed to me)that I needed a dry loop line and therefore on the 16th I lost DSL and my home phone and I've been having a very difficult time switching back. A csr on the 18th told me I'd be back up on the 21st, on the 21st a supervisor named Michilin told be that the bell portal was down for a few days and they had to resubmit, and she would call me when she got confirmation but it would be the 29th at the earliest. I called a csr on Monday the 25th and still no confirmation. I just got off the phone with tech support Nick and he told me that the wrong account number was entered and he'd have to re-submit the whole thing over. Hopefully it would still be a go on the 29th. I wish I knew what I've done to deserve all this....I have been without internet and home phone since the 16th. My frustration level is through the roof, please help.
To which he responded
Hi Rick,
Thanks for contacting me. I see there was a call placed on the 28th (This AM). I believe you spoke to Ian, which has explained the situation to you. I currently see a date for the 3rd of July as we did make a mistake when submitting the change to re-instate the Home Phone service. At this time, due to the order already being assigned, I can't do anything to rush this up.
I'm not attempting to add frustration to the whole situation, but there isn't much I can do here. Now I did double check the information submitted to ensure all looked OK. Once the service is repaired back to it's original state, please let me know so I can look at providing you an appropriate credit for the time waiting on service.
Martin
On July 3rd I wrote him back
Just got a call on my cell at work from Linda at TSI and before the call cut out (poor cell reception here inside) she told me she was having problems, told me a July 5th date and asked me why I was porting the number back to bell? About that time I lost her. I'm currently on hold with tech. support on a land line. WTF?
Tech support told me I had to call Bell and get whatever was blocking my line removed as they cannot deal with Bell when it comes to this. Here we go again! I've been on this roller coaster ride before when I was trying to get 25/7 dsl earlier this year.
So I wrote back to TSI Martin
Called Bell, had one of their reps look at my number inside, upside, backwards and forwards and said there is nothing wrong or anything going on with that number, had them triple check with all the tools at his disposal. Called back to TSI and spoke with Ian (he's the gent who my wife spoke with last week) He had one of his supervisors trying to contact Bell and was going to call my wifes cell when he had some info as I cannot go on with this anymore without losing my mind. I'm just wondering if this whole process can get any more f&cked up that it already is, and then each time the day rolls around I'm supposed to be back up and running, I get my answer.
He responded
Looks like Bell made a mistake. We are having them fix the issue as quickly as possible. We've also provided a week credit for both Phone & DSL services.
My wife took over from here and was told July 6th everything would be working.
July 6th she was told that TSI submitted one of our cell numbers to Bell instead of our home phone number. Really? Seriously? Really? "We are so sorry.....nothing we can do....must resubmit......July 13th you should be up and running"
Friday...July 13th. Four weeks to the day since we lost our internet and home phone.
I'd like to believe this has all been a calamity of errors but my heart tells me something malicious is involved. And if so, shame on you Teksavvy. I once believed in you and praised you to friends and colleges alike, but I cannot no more.
So the 13th came and after a long visit from a Bell tech everything was back up and running for a few hours and then down again for a few then back up again and it's been back up ever since.
To anyone out there who is considering getting Tektalk, know what you need before hand, do not rely on TSI to handle everything correctly. When everything is up and running Teksavy provides a good service, it's when you make any changes to anything chaos rears it's ugly head.
We are currently in the process of getting credit for loss of service, but even that is not going well. We've been denied any credit for dsl as "we created the loss of service when we switched" and the reasoning that we would of had service back sooner if they hadn't of made multiple mistakes makes no difference to Tsi. So on our latest invoice, we have a credit for a grand total os $18.77 for our troubles. Amazing.
Sorry for the long read folks, but they I had to tell the story. They put us through hell and still treat us like it was all our fault.
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| Hello Rungohurry,
I terribly apologize for all the issues and inconveniences you went through. I can definitely understand your frustration and I would like to have a further look into your account to see if I can do something differently for you. Can you send me a DM TSI Jonathan  with your account information as it definitely needs some review.
Thank you,
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TSI Jonathan
Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc. |
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| reply to rungohurry
The moral of the story is, TSI has no margin of error. If they make a mistake, passing on the correct information to Bhell will only significantly exacerbate frustrations. Bhell always takes their sweet time to turnaround.
And because Bhell can also make mistakes, and they do, profusely, this removes all control from TSI and makes them look much worse than they actually are.
It's almost as if they are counting on it frustrating users into come back to them.
So from an ex Bheller, here's a heartfelt: "We feel ya bro", but as with anything worthwhile, your patience is an investment in improvement.
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Cheers! |
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Reviews:
 ·Start Communicat..
 ·Rogers Hi-Speed
·Bell Sympatico
·TekSavvy Cable
| reply to rungohurry
Quite the story, and it's sad to see anyone have problems with Teksavvy.
I really hope Teksavvy finally decides to take ownership of your problem, and produce a real solution.
Come on Teksavvy, show this guy some love.
Like you, I can no longer recommend Teksavvy for any service. They are a service provider, but they seem to be falling down on the service side of things, not to mention a customer referral system that hasn't delivered one single credit to me. |
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| reply to rungohurry
Ah i see this a lot, when you have a Teksavvy rep's that is doing the Phone order switch from Teksavvy Phone to Teksavvy Tektalk and not under standing that Tektalk is Voip. (Back End Processor Failure) and check if the Dryloop is there or an internet access. Common Sense stuff.
But you would think that, if they are pushing tektalk so much. You would think they would look out for this, when its a internal switch and not a switch from bell to Teksavvy Tektalk for the first time.
I blame this on the management for not communicating this info to the other department, and the trainers for not training the CSR's properly.
Ah miss the old days at Teksavvy. |
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| reply to rungohurry
Please keep this thread updated with what Teksavvy is doing for you. I can't believe they don't have an automatic "escalate after the first screw up" rule with their service folks - never mind the 5th or 6th time.
I'm very curious to see how your case is handled now and whether the "I'm going to look into it" post above is anything but lip service. |
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 HiVoltPremium
join:2000-12-28
Toronto, ON
kudos:17 | reply to rungohurry
My brother will soon be ditching his land line (thru TekSavvy) and just keeping the DSL. I'll have to remind him to specify that he'll be needing a dryloop. |
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| reply to rungohurry
Tsi Johnathan has im'd me and in my opinion righted this wrong. I was never asking for extra credit for loss of service, just for the time we had none and he has done so and apologized. I thank him for this.
It's too bad I had to yet again make my problems public before the right thing gets done. |
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| said by rungohurry:Tsi Johnathan has im'd me and in my opinion righted this wrong. Good to hear. Let's hope it filters down to the people on the phone. |
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| reply to rungohurry
www.voipgo.ca is a great provider as is worldline.ca |
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decxPremium
join:2002-06-07
Vancouver, BC | reply to rungohurry
It seems pulling the phone line (whether TSI or Bell) out from under TSI DSL service do result in a mess. It isn't the first time that a user has had problem with the change. Unfortunately many people don't realized that they need to specify and activate a new dry loop when they cancel an existing wet line. |
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| reply to rungohurry
If you're receiving 25/7 on a line straight from the central office (no remote) you're on a class A dryloop which is the cheapest per month. Just get another dry loop if that's the case. |
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| reply to rungohurry
said by rungohurry:We've been denied any credit for dsl as "we created the loss of service when we switched"
The replies like this that I have been seeing over the past 2.5-3 years is exactly what Rocky promised would never happen.
Times sure have changed, eh. |
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 zacronPremium
join:2008-11-26
canada
·TekSavvy DSL
| reply to thcmacgyver
Yes, Jason, Steve W, Steve. O, David, et al... *bites tongue*
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If you don't want to lag, don't "bragg" |
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| Ah Zacron. Yes i remember you too 
Don't forget Todd |
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zacronPremium
join:2008-11-26
canada Reviews:
·TekSavvy DSL
| said by thcmacgyver:Ah Zacron. Yes i remember you too
Don't forget Todd
lol, I'd hope you're not with Bhell now! :P -- Yes there's a huge list of wonderful service providers... Back when they had staff who cared and had an obvious love for what they were working with... It showed.
However, (without divulging information), something happened to stifle this somewhat positive environment.
I can't complain too much. They still did do everything they could to assist me so. ya.
On a positive note, I got a huge cheque from Bell as a refund from 2 years ago lol.
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If you don't want to lag, don't "bragg" |
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| reply to thcmacgyver
Rocky / Marc/ Gabe should man the phones 1 day each week. |
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| reply to zacron
Yes, I miss also Dave ...which name was not even Dave |
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| reply to decx
said by decx:It seems pulling the phone line (whether TSI or Bell) out from under TSI DSL service do result in a mess. It isn't the first time that a user has had problem with the change. Unfortunately many people don't realized that they need to specify and activate a new dry loop when they cancel an existing wet line.
Bullshit.
TSI's system should KNOW that a service automatically requires a dry loop or better and check that one exists before the order is released for processing.
DEC (Digital Equipment to you young-un's) had a configuration application that would ensure that all the various bits-n-pieces (SCSI cables, terminators, RS-232 cables, memory boards, disk controllers, etc...) were all properly specified in an order for a VAX or AlphaServer BEFORE the order could be released to the billing & manufacturing systems. In all the time I was ordering and using VAX / Alpha gear, I NEVER had a system arrive mis-configured. |
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decxPremium
join:2002-06-07
Vancouver, BC | Yes TSI's systems should when if the customer is a TSI POTS customer or a new order. However I'm also including complaints regarding existing TSI wet line DSL where the customer cancelled Bell POTS and complained about the additional dry loop activation. there is no why TSI would know about that except after Bell yanked the wet line. |
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