Sorry for the long post, but I have to get this off my chest.
This past Thursday morning (Jan 2nd) what I guess was a truck, snagged the wire coming into my house from across the road. No internet and no phone. I promptly called Teksavvy, who contacted Bell and arranged for a reconnection. The choice was Friday during the day or Saturday 12 to 4. I took the Saturday one so I could be there to verify every thing was in working order.
When I got home, using my cell I checked the messages for the home phone. There was an automated message from Bell. It said that their tech dept had been contacted about a problem with my line and asked me to participate in a survey about my experience. It left numbers to call back for the survey and for general enquiries.
At work the next day my co-worker told me he switched his home phone between Christmas and New Years from Cogeco to Bell after the ice storm because his phone went dead even though he had power and no lines were down in his area. He was connected the next day! The tech guy was pissed because he had been forced back in from his vacation because of clause in their contract that said Bell can do this in cases of emergency, weather in this case. But he wasn't repairing downed lines, he was doing new installations.
Saturday, no show. Call Teksavvy, who called Bell and where told by Bell that there was no repair ticket for my downed line. But they could send someone on Tues. or Wed. Took Tues. and Teksavvy gave the ticket number.
So I called Bell back to do the survey and left an appropriate response. Then called the other number and got connected to the tech dept. Gave them the home phone and repair ticket number and was told that everything was set up to do the repair on Wed. Told them that wasn't good enough and after a long discussion they agreed to do the repair Mon. evening between 5 and 9. Great, down for 4.5 days but better than 7.5.
Last night (Monday) I checked Bell's automated repair ticket update to find that yes someone is scheduled to fix the phone line between 5 and 9. A little later I heard something in the driveway where the phone line comes in. Took a quick peek outside and saw a Bell van parked across the road from my driveway. Good ran inside, got my coat and keys and move my truck so that the tech guy can park in the drive while he does the job. I back in the driveway so as soon as the truck was started the headlights are shining in his face. He turns from his tablet he working on and sees me leave to park up the street. Glances up from his tablet to see me come back and I go back in side. Half a hour went by and I didn't hear anything so I checked back outside, van's now gone and the line is still not connected.
I waited until 8 before I called the automated update line again only to find out that the tech ran into a difficulty and couldn't do the job so I needed the call and reschedule. 25 minutes on hold to finally get someone only to be told that there wasn't any one scheduled to do the repair until Wednesday. ??? This person doesn't know how I could have gotten the automated messages I did because the ticket says Wednesday.
I asked to be connected to the supervisor/manager. More wait time. This time I got a different story. First part was that the supervisor/manager that set up the Monday appointment didn't enter the information right so a tech couldn't have been sent to my house. When I pointed out the automated message had changed after the tech had left, he changed his story with no explanation as to why he left but still blamed the other supervisor/manager.
So now I have another appointment for this morning (Tuesday) to have it repaired. Fingers crossed.
On another note, my Lady and I are finally off of contract with our cell phones and can now leave another part of Bell/Hell behind us while saving a lot of money in extra fees. Going to sign up tonight. No contract, only the service we need. What a concept.
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[Home Phone] 'F'n bell won't reconnect downed line
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Porting ph.no. from Vonage to Taksavvy...
I just upgraded my service from DSL 6/0.8 to Cable 30/10 and also took Teksavvy's VOIP telephone service.
I was told by the Teksavvy's CSR they take care of the porting and also cancelling my vonage service.
I did a small research of cancelling vonage service and can't believe all the horror stories out there.
Should I be worried?
thanks
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[DSL] vDSL speed upgrade problems, any advice?
What was supposed to be a smooth upgrade from aDSL to vDSL (15/10) with a Smart RG modem in Montreal has been a total nightmare. 4 Teksavvy techs (5 if you count the installer) and no identified problem as to why the modem does not seem to sync properly. Its in bridge mode and it flashes away for an hour plus before it comes up with a solid light. On the other end the Teksavvy support person is befuddled because he shows sync on the old aDSL profile - not vDSL - and at 6 Mb/s. In any case the router doesnt seem to find anyone at home to authenticate with (yes it does have the PPOE login and password).
I was given a new configuration file to upload to the modem, with some mention of a Bell Stinger something. The installer told me that both Smart RGs hes tried to install in the last week have not synced, and to prove the line he pulled out his test modem (a Sagecom) and after a couple-three minutes it synced. He was talking to a Bell guy on his cell phone and said the line speed was 16/10 with the Sagecom. He left saying that Bell uses custom firmware and that until I flashed that in he didnt think the modem would work ... but of course Im a Teksavvy customer and have no access to any firmware upgrades I know of.
I am totally dead in the water - no one at Teksavvy seems to know how to fix this and Im frustrated with their lack of continuity in dealing with a problem like this. I can understand some rough edges with a new modem but this is just a small bit frustrating. Id greatly appreciate any help or advice.
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[DSL] SmartRG - semi-minor problem...
Received my purchased SmartRG today. Since it's supposed to be a Christmas present from my wife she wanted to wrap it... but I digress. Anyway, I was surprised to see my TekSavvy userid and password already entered... oops, digressing again.
Original problem: DSL light would not go solid. Even with nothing plugged in but power and DSL cable. Ten seconds of fast flashes followed by 40 seconds of slower flashes, repeated. Tried resetting with pin in back. Waited for power led to go red, powered off modem while red led still on. When powered back on nothing had changed - ie. didn't appear to have reset. Still had my userid/password and DSL light still would not lock on. Resolved this problem by resetting the modem using using it's GUI 'restore default settings'. DSL now locks on.
But here's my real problem (finally!). I no longer have the TekSavvy basic GUI stuff - only the advanced stuff. It took me a while but I got the modem up and running now. But I would like the TekSavvy basic GUI back. Any suggestions?
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[Cable] does teksavvy willing to resell the new speed from rcable?
does teksavvy willing to resell the new speed from rcable?
:)
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Will Teksavvy be getting 250/20 cable service
I keep trying to leave Rogers but, just like Michael Corleone, "Every time I think I am out, they pull me back in".
They are giving me a deal on their faster Ultimate service which is now 250/20 with a 1TB monthly limit for $125.99 - plus modem although I am getting a deal for the first year.
Will Teksavvy be able to offer this service in the near future?
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[DSL] SmartRG sync issues
Folks, I recently got SmartRG modem and as is, it won't sync - I have to manually update Setting with Teksavvy provided bridge mode txt file after EACH boot of the modem.
I am already talking to Teksavvy support team on the Direct Support forum, but so far I do not see a solution - I even got a replacement modem - still the same issue.
Resetting the modem, restoring default settings does not help - every time the modem is shut down or rebooted, I need to update the Settings.
QUESTIONS:
- how many people are seeing the same problem?
- did anyone found a solution?
(Note: I need the modem to work only in Bridge mode)
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[DSL] SmartRG 505N Firmware Update
Hey guys,
Thank you all for being so patient while we work with Smart to issue a firmware fix for the SmartRG 505N.
The firmware download and instructions can be found here: https://help.teksavvy.com/hc/en-us/articles/200673910
This firmware is to fix the issue where the config file is dropped after a reboot causing no sync.
Cheers,
Andre
--
TSI Andre
Director of Online & Operations Intelligence
TekSavvy Website | Follow Me on Twitter (@AndreCleroux)
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[Cable] Is TSI West (Shaw) down @ 6:20 AM PST on 1/8?
Anyone else have a lack of connectivity this morning in the Shaw footprint? All the magical lights on the cable modem show activity.
--
Marriage Equality | Consumerist
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[DSL] myaccount registration (can't register)
So I use my OID number since I was never issued a CID number and get as far as step 3 of 4 only to come up against the question. "What is your postal code" This is where everything ends as anything I put in for my postal code comes up with the same error known as "Your confirmation question & answer cannot be validated". My user name and password don't work for myaccount but does still work for the porthole. I now can not retrieve my bandwidth statistics on how much bandwidth I use as the porthole doesn't show it anymore and I can't register because of some postal code question that resolves with no answer.
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[DSL] /30 Subnet Connection new setup
Hey thanks in advance for your insight.
I recently purchased the $5.00 package /30 subnet from teksavvy to obtain 2 additional useable ip addresses (I also have a static IP address). I am trying to enter the /30 connection info into my second routers WAN connection (static address), haven't been able to get it to work though, what I am basically trying to accomplish is have a second network (that is aside from the personal network in my house which runs my security camera's and NAS device) that my friends can connect too via VPN controlled by the 2nd router, we like playing older LAN games so this would be ideal for us.
This is my setup;
MODEM
Sagemcom 2864 DSL Modem (BUT my router is controlling the PPOE connection to teksavvy)
1st ROUTER Asus AC66U flashed with the latest merlin build (has taken the static ip address lets say its 69.xx.153.69)
2nd ROUTER D-link DIR-825 flashed with the latest ddw-rt (this is the device I was trying to enter the /30 IP's into)
The information I received from teksavvy were in the following format:
So my first static ip for my PPOE: 69.xx.153.69
/30
Subnet Identifier: 78.xx.180.220
Useable IP Addresses: 78.xx.180.221-222
Broadcast Address: 78.xx.180.223
After entering the useable IP into the second router, when connected to that network I am able to ping and get to the router page by entering 78.xx.180.221 but I am not able to ping google
I used the above address as the WAN IP, the gateway I used teksavvy's default gateway, and same for DNS I have also tried a few different combo's.
I read some places that I need to turn off NAT but im not sure exactly how to get everything back up and running after that, I dont think I'm able to get online... I tried it during the day and didn't want to keep the internet down for too long
I plan on using the second IP later for an smtp server maybe.
any help would be appreciated, I'm not sure if im entering in this info correctly...Hopefully I didn't miss any info I was supposed to give..
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High latency spikes while playing games?
I'm on rcable. These past couple days, around 8:30PM there is always a lag spike that sticks around until midnight, and even then my latency is slightly higher then what it normally is. This is all while I'm the only one doing anything on the internet. Everything else works fine, just my latency turns to crap. Has anyone else experienced this?
If it matters, I'm playing World of Warcraft...idk if that has any relevance or not.
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NEW Customer Portal - BETA
Hello all,
After a lot of hard work we are very pleased, and proud to release the new beta MyAccount portal to our awesome subscribers. We are announcing the launch here first on DSLR. Please find the release summary below:
With our newly designed MyAccount portal customers can:
- Register and login to view information regarding their existing services with TekSavvy such as:
- Service Address Information
- Re-occurring Costs
- Detailed usage for Internet data services
- Associated Hardware
- Viewing billing information and past invoices
- And much more coming soon
To access the portal go to: https://myaccount.teksavvy.com
*Note: Internet usage will be initially provided for our Ontario and Quebec DSL customers as well as our Ontario cable customers. Older tools that were used for DSL will no longer work for the time being until we can re-link everything to the new portal.
The existing portal will continue to work as both do not yet have all the same functionality. As we deploy new features to the new platform, we will phaseout the older portal.
Check it out!
--
Marc - CEO/TekSavvy
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[Cable] Upgrade Process
What is the process I need to follow in order to upgrade my current cable package?
Is there any downtime with the upgrade or is it seamless?
How long does until the upgrade takes effect?
Thanks
Fiona
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[Cable] Network problems continue for TekSavvy..
Network problems continue for TekSavvy..
It's January 7, 10PM. North of Toronto (L4J8H5).
Cable Internet connection is almost DEAD!!
Ping to Google.com comes with lots of "Request Timed Out", response time from 300 to 700ms !!!???
Support line does not respond. Spent 40 min on the phone... and nobody picked up the phone.
--NOT A VERY HAPPY CUSOMER :-(
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[Cable] My IP address belongs to START.ca (modem provisioned wrong?)
(I just posted in the direct forum. Just wondering if others had the same problem):
I'm on 150/10 on rCable in Toronto. Since about 8ish last night, my download speed has been terrible (about .80Mbps). The upload seems ok. Did all the necessary rebooting and checking modem stats and all looked fine.
However, I did notice that speedtest.net has my IP as belonging to Start.ca. Other sites said the same.
Has this happened to others? Until I ran into problems, I didn't notice anything amiss...
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[Cable] Is Teksavvy Being Fair?
I've been testing my Teksavvy connection for the last couple months to gauge my connection speeds relative to my Teksavvy Cable 45 package:
"Up to 45 Mbps Down
4 Mbps Up
I ran the speed tests at speedtest.net & speedtest.com
ping: 11
Up to 44.36 Mbps Down
2.53 Mbps Up
Though downstream is very close to the advertised performance of 45 Mbps -upstream not so much.
I emailed Teksavvy Support all their requested diagnostic tests from resetting my DCM476, Windows IP configuration to ping and tracert, multiple computers, cables etc etc. An hour of my time.
Teksavvy's reply? Aside for some trivial mention that I should increase my IP address lease time their response to my upstream issue:
Your upload speed is within range for the package you are on.
Phyllis
Online Services Team
Teksavvy Solutions Inc
I phoned Teksavvy Support regarding the .63% upstream performance on my cable line and was told this is normal for my 4 Mbps upload package.
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Office Flood
Hey everyone,
There has been a flood in our Chatham office and the phone system is currently offline. We are working hard to get this resolved as quickly as possible.
Thanks.
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[Outages] DSL out Toronto (Gerrard & Jones)
DSL service went down about 1230pm today.
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[Home Phone] Calling features
I posted a request in the Direct Forum - where can I find the User Guide of ALL the Home Phone calling features (POTS). I was referred to the Glossary of terms (for the feature definitions) and was given a list of star codes (ie how to activate / use them).
I know there used to be a full blown PDF document explaining them in more detail, so I insisted and asked where they are on the website. I was told they're no longer there and I should send myself an email for reference. Wow - great answer Teksavvy! Truly impressed with your (lack of) transparency...
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