Canadian ISP internet service provider locator logo                Comments for TekSavvy Solutions Inc

Date Rating Location Comment ISP Response/Comment

Tue, April 22, 2014

1 Toronto,
ON
Switched to TekSavvy this month, can't say enough good things about their Tech Support team. They found a problem with my modem, totally not their fault.
They stuck with the problem and sorted everything out for me. I felt like a Customer not just an another account.
The team looking after me was personable, knowledge and focused on solving the main problem not just passing the buck.
On top of this the service is great, my wife and I deal with a lot of large files for work and my two boys watch too much Netflix and YouTube. No service problems at all.
Hi there!

Thank you for all your kind words! I'm glad we found the culprit of your problems and that you had such a great experience with our reps on the phone. It's also fantastic to hear that it's keeping up with all your (very busy by the sounds of things) demands, too. Should you ever have any questions or run into any issues, please don't hesitate to let us know!

Thanks!

TSI Kris

Sat, April 12, 2014

-1 Scarborough,
ON
WORST INTERNET SERVICE EVER! I am kind of so frustrated and their cancellation policy sucks. I got my installation done on April 4th 2014 and internet disconnects on April 8th 2014. I am like what the f@#k I called them to look over for me and they are like we need to send a technician over my place to check out. I requested them to treat this as a priority because my work is depended on internet, so they told me Thursday April 10th 2014, will have a technician, they opened a ticket for me. Ok so now next day I checked my email and they re-scheduled a technician to come over on Saturday April 5th 2014 between 8 AM to 11 AM. I am like this is so not acceptable this is the worst service I ever had all my life. I mean you take my money and I get a BullS***** I was really upset and then I waited for April 12th 2014. So guess what I have another surprise, the technician didn't show up. I was like what the hell in this world is wrong with you guys TekSavvy, this is how you treat your customers?? They are telling me we have to reschedule another appointment to technician to come at my place. I am like this is the shitty service.
So all together
No internet since April 8th.
1st Technician visit- 10th. No show
2nd Technician Visit- April 12th- No Show
So I went ahead and cancelled my internet service. And after my frustration I asked them to refund my monthly service, they are like, we can't refund your because it's a prepaid service but only thing we can do is we can just give you credits for the days that you didn't use it for, I am like are you kidding me?? I don't want your frigging activation money nor shitty installation money, I just want my monthly service money back. But again they are like NO we can just give you only credits only if you keep our service. After controlling my anger I just told them to cancel my damn service and my money went into gutter.
TekSavvy you damn need to change your frigging policy and procedure for Refund if you want to your reputation because your reputation is going to go into gutter for sure, the way you guys are treating your customers.
Hello,

Thank you for your review.

We do apologize for the issues with your services and that the technicians did not show up for repair.

Charges for activation, for the first month of service and for equipment purchases, and applicable taxes are non-refundable.

These terms were provided to you and agreed to at the time of your order.

At this point I do see you have spoken to a supervisor and they did make sure you were aware of the policy. They also processed your cancellation request.

If you have any other questions or concerns Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
Shawn S

Fri, April 04, 2014

-1 Richmond Hill,
ON
been with the company over 14 years. I finally quit. company getting too big, customer service is now behaving like Bell and Rogers. No one cares. All they want to make sure your complain will go away by reject their mistake. Received defective modem after upgrade and refuse to replace it unless I paid. Fat Chance. Hey Mr. Teksavvy, just look back, you are following the foot step of Nortel and Black Berry. Greetings,

Thank you for your review, We are sorry to see you go after being a a loyal customer since almost the beginning. We would most certainly like to look into this mo in-depth as to what happened with your account.

Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to assisting you there.
Thank you,
Shawn S

Thu, April 03, 2014

Comment ottawa,
ON
Switched to Teksavvy last year on cable 6m/256k. occasional slow down, but recent week is worst especially after 7pm..problem seems to be upload traffic jam.
overall, good ISP..I hope Teksavvy have 6m/512k(800k) cable upload. 256k upload is outdated performance. I don't need 24m/2m..
Hello there,

Thank you for taking the time to provide this feedback. I'm glad to hear that you are overall pleased with the service.

If you'd like to look into these speed issues feel free to reach out to us here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
Keith

Mon, March 31, 2014

-1 barrie,
ON
Not impressed. Did the research and seem to indicate they were good ISP.

Not sure. 2 months straight of crap service, (up to endless tickets with unresolved same issue ... teksavvy policy of 72 hour crap)dropped connections, voice, no video, now poor performance quite disappointed. Looks like i have to return to the evil empire Rogers. What is wrong with our province anyway? Something is wrong somewhere. Governnment, internet, CRTC its all bad.
K


Hello K,

Thank you for your concerns. We would most certainly like to look into your account and see what is happening. Please send us a message here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you very much for the review. We look forward to hearing from you to investigate further.

Regards,
tsi-ashleigh

Sun, March 23, 2014

-1 Edmonton,
AB
TekSavvy has themselves grown into a Korporation where the korporate culture is to blame the customer for everything.

In my case, I transferred my DSL internet service to TekSavvy, but something went wrong with the transfer. TekSavvy had a casual, indifferent, and nonchalant attitude towards trouble-shooting the problem and was more focused on shifting the blame to Telus and myself than resolving the problem. I cancelled my order two weeks after service was suppose to start and requested a full refund. After I cancelled my order, TekSavvy suddenly focus on trouble-shooting the problem. TekSavvy is also refusing to refund any money. All this and more is detailed in the email exchange below.

See the full story at www.cece.ca/TekSavvy.pdf
Hello,

I'd like to thank you for providing your feedback here and bringing this to our attention.

I do apologies for this difficulty and would like to do what I can to make this right for you. I'll be responding to your email in regards to cancellation shortly.

Thank you,
Keith

Sun, March 23, 2014

1 Calgary,
AB
Great Service! I'm glad you finally have cable Internet In Alberta Hello there!

Thank you for taking the time to provide your feedback here. Cable in Alberta? Let me say, I'm glad too!! Should you have any questions or concerns, please don't hesitate to let us know.

Thank you,
Keith

Sun, March 09, 2014

1 Waterloo,
ON
Outstanding process of switching from rogers to Teksavvy. Ordered my modem, plugged it in on activation day, and it worked, no calls needed to activate. Internet speed is slightly faster than my cap too! Hello,

Thanks for for your review. Glad everything worked out for you. If you do ever encounter any issues, feel free to contact us anytime.

Best Regards,
Martin

Thu, February 27, 2014

-1 Hamilton,
ON
On Friday, Feb 21st we were supposed to have DSL set up at our new home. We were given a 12-9 p.m. window. At 8:45 a.m. a telecom tech called and said he wanted to come now. We accommodated this request. All he did was plug in our modem and leave. Thanks? Hours later the Bell tech came and did some work outside but told us the Telecom tech should've come after him for the installation process to be completed. Obviously since he came at 9 in the morning we had no chance of this ever going smoothly. We called Teksavvy who were of no help and had no solution except "call back after midnight". We called Saturday and were told no one could come finish the job until WEDNESDAY and there may be further costs. At this point I cancelled my service and went with a company who could help me ASAP. I work from home and need internet to work. Now Teksavvy is refusing to rescind the $50 activation fee for internet that was never activated! Dealing with their customer service has been atrocious. They flat out refuse to do right by a customer. Instead we are being charged and punished because they don't coordinate their techs or hold them responsible for their crappy work. On their main Residential web page they state this:

"At TekSavvy, you don't get just an Internet Service Provider (ISP); you get an Internet Service Provider (ISP) that cares. We know you need choice, you need an alternative to the big guys, and you need to know at the end of the day we'll take care of you no matter what. We are committed to giving our customers the best internet service and the best phone service possible. In fact, we pride ourselves on that: on being able to give you more than you thought possible, all for a fair price, with great service, and with no contracts and no hidden fees."

What an outright lie. I have never been treated so terribly by a company that is completely unwilling to do right by a customer. I am being forced to pay $50 for nothing except a lot of stress. I will make sure everyone we know avoids your company. Shame on you.

Hello there,

Thank you very much for bringing this issue to our attention. I'm very sorry to hear this installation did not go well for you.

I'd also like to thank you for reaching out to us on Facebook so that we were able to obtain your account information. I am investigating this for you now and will be responding via Facebook shortly.

Thank you,
Keith

Sat, February 22, 2014

0 Toronto,
ON
I have been a TekSavvy client since 2007. Almost all of the time, the DSL Internet service on the Bell Canada owned lines has been good. TekSavvy rates have been very competitive and fair. TekSavvy customer service is very responsive and timely. Outages only occur during electrical blackouts or in the few down times when TekSavvy is servicing its own equipment for a day or less. TekSavvy has been proactive in reducing its fees when it can pass savings onto its customer base. There has been no billing issues on my pre-authorized payment account. I am surprised to see these problems recently. Please remember that the DSL Lines are owned by a monopoly, not TekSavvy. Thank you. AL, Toronto Hello Al,

Thank you very much for these kind words and your continued support. I am very happy to hear you are enjoying your TekSavvy service with minimal issues. This is wonderful to hear. Please let us know if you have any questions that may need answered. We are always happy to help.

Thank you again for this great review!

Regards,
tsi-ashleigh

Thu, February 13, 2014

1 windsor,
ON
i have been teksavvy's customer for 7 months. i would like to thank the great service i am receiving.i would like to thank for the honest price i am paying as promised. so far everything been good hope the future will be too.
thank you Teksavvy from the bottom of my heart.
Hello,

Thank yo so much for the positive feedback! We are always delighted to hear that customers are pleased with our services and pricing.

Feel free to reach out to us in the future if you ever have any questions or concerns about your services. We can be reached at 1-877-779-1575 24hrs a day.

All the best,
TSI Reanne

Tue, February 04, 2014

-1 Ilderton,
ON
I recently just signed up for service with Teksavvy. I live in Ilderton where it lists it provides service. I confirmed both on the web site and through customer service that I could get service. I ended up purchasing my own WIFI Cable Modem as I wanted a combined device and also needed to provide the S/N prior to completing the sign up agreement. So, all set and called and signed up early in the day. I received a call later that night indicating that Rogers does not provide service to my area so now i'm stuck with a $150 cable modem that is non returnable. This creates a terrible customer experience! Teksavvy should update their records prior to indicating that they provide service. It would also be nice if they purchased my modem for their network! Hello!

Thank you very much for the feedback. It's something we always appreciate, whether it be good or bad.

Now, in regards to the issue at hand.

There are some areas where service is in fact available. The issue lies with individual addresses from time to time. When checking, at first glance to both you and us, everything looks well when speaking about availability. Now, in this particular case, I'm showing it was address based. While some parts may be available in the specific postal code, other specific addresses may not. So for that, I sincerely apologize, but it's one of those things that we normally wouldn't know for sure until submitting the order itself.

Now, as for the equipment issue. We pride ourselves giving our customer's as many options as possible when it comes to set up, equipment, tech time frames, connection speeds, etc. With that being said, we also take pride in being allowed to offer our customers the chance to provide their own equipment, provided it's allowed on the network. The downside with purchasing your own equipment is that it's not covered under warranties / return policies provided by Teksavvy. So, if the retailer that you purchased it from doesn't offer a proper return policy, or if it was a private sale, unfortunately, there isn't much we can do. Had you purchased the equipment from us directly, there'd be a "no questions asked" return policy with a full refund in tow.

I'm terribly sorry about the experience you've had with us thus far. Please keep in mind that you are still eligable for a full refund for the amount that you've put into the service thus far, so that part shouldn't be an issue. The lack of a return policy in regards to the modem is regrettable, but there isn't much we can do in that sense.

As always, if you have any other questions or concerns, Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thanks again!

Regards,
TSI Joe-C

Fri, January 31, 2014

-1 Toronto,
ON

Tekksavvy is not "different in a good way" they are the same in a terrible way.

I know that most companies are terrible today when it comes to reps that know how to provide customers service or who care at all but considering the small size of Tekksavvy and their motto I would think that more of an effort would be made to satisfy and retain customers.

The problems:

When we moved to Ontario we went with Tekksavvy because in BC our experience had been alright. But here we waited an appalling amount of time to get connected, more than 4 weeks, plus another week after they got to us where the service wasn't working. Receiving no apologies from them, I checked and almost switched providers a few time as other companies could have connected us MUCH faster. I only stayed because the whole idea of switching was such a pain.

Finally it gets connected and it doesn't work at all for another week. I call in and Tekksavvy is unapologetic and not able to offer any concrete help -- just saying to wait and see. Meanwhile our cellphone bills were outrageous due to data charges since we had to rely on our phone data for 6 weeks. And we are losing our minds not having internet for a month and a half! Teksavvy cost us hundreds of dollars just to get set up by making us wait so long for working service.

Oh side note I tried to set if up before we moved but they said we had to buy a new modem. We had already bought a modem in BC but the Ontario Teksavvy doesn't allow that one. Teksavvy sells them but they overcharge. So we had to wait until we got here and had time to buy a modem at a fraction of the price on Craigslists and only then would Teksavvy allow us to schedule a time to connect us.

Getting their service was the most painful experience I have ever had with a company and then once things were set up there have been nothing but more screw ups.

The next problem also began when I set up an account with them. I specifically said I would be paying by on-line banking. Yet Teksavvy took unauthorized payments from my VISA and never sent me any invoices. This is because the person messed up when entering my email and although the emails were probably bouncing back, nobody there cares. Mean while I am making payments through online banking by guessing at the amounts since I am not getting invoiced and calling in took me a few months -- it really is a major inconvenience, I hate dealing with stuff like this.

I am told by the rep that they have been charging my VISA and that if I have also made other payments then that's my problem. I tell her that I have the bank statements showing it's going to Tekksavvy and ask her to help locate the money -- she refuses. The supervisor then takes no responsibility and again refuses to assist in anyway to locate the money -- no empathizing, no apologizes and no attempts to resolve the situation.

What happened? Since I never received any invoice I had accidentally paid money to my old BC Tekksavvy account. So the issue was caused by a combination of employee error (incorrectly entering email, not checking emails that are bouncing back), my mistake, and Tekksavvy Accounting in BC accepting payments to a closed out account and not asking any question. This illustrates again an extreme negligence and total lack of caring on the part of Tekksavvy.

As far as the customer assistance rep and supervisor, all they had to do was ask some questions and they could have easily resolved my problem. For instance asking, "have you ever had an account with us else where" would have done it. Not to mention I was giving, what turned out to be the correct CID number for a BC account but the rep just said she couldn't help. I would think she would have been able to look up the BC account with the numbers I gave her because that is what Cindy, who finally helped me was able to do once I realized the numbers were from BC. But that would have meant trying to be helpful, which her and the supervisor refused to do from the beginning.

When I gave the number to Cindy she was able to help me out right away. It's not rocket science it's customer service, empathize, listen, find out how you can resolve the situation, do something to turn the experience around.

So while I was on the phone with Cindy who was helping me, the manager, that I requested to speak to, calls and I ask her if she will call back in a little while as I have Teksavvy on the other line. The manager never calls back again. Demonstrating once again that at Teksavvy nobody gives a shit.

Cindy emails to inform me that they have added the credit to my account and I don't have to pay until Jan 28th, 2014 and that will be $11.14.

A little while later I received the invoice for $11.14 due January 28th, but two days later I start to receive notices and threats of cancellations stating that I am past due for $58 something. It's like one hand doesn't know what the other is doing over there.

I called just now and the customer service rep was unapologetic, did not recognize that an error had been made but just saw fit to remind me that I owe $11.14 (now 3 days past due since I didn't have time to call sooner) --- as if I hadn't JUST told HER that owe $11.14! Why would she need to tell me!

It was extremely clear that I was withholding payment until I could sort out the fact that I was receiving threats to cut off my service until I pay $58. But the rep had no ability to understand the situation, empathize with the customer, or resolve the situation (with an apology and some reassurance). She simply stated the payment hadn't been applied to the invoice but it had been applied on the account, so she didn't see what my problem was. The fact that accounts and the invoicing are apparently not connected there is beyond ridiculous!

I am so frustrated with every single experience I have had dealing with Tekksavvy in Ontario.
Hello there,

It was a pleasure speaking with you over the telephone and I wanted to thank you for allowing me the opportunity to make this right and to allow us to improve our customer experience.

I can clearly see that your experiences with us have been terrible. I apologize that you have gone through this. You have my word that I will ensure the appropriate coaching is delivered and that we investigate system issues we encountered on your file.

I have cleared out the outstanding balance on your account and I will be getting in touch with you on Monday via email to address any other credit due to the service outages you experienced.

Thanks again for allowing me the opportunity to make this right!

Have a great weekend!

Andre

Thu, January 30, 2014

-1 Toronto,
ON
I used to recommend TekSavvy to people. But never again.
For the second time set-up has been a nightmare.
Again after the initial setup doesn't work you have to make another appointment with the threat of an $87 charge. The legitimacy of this charge seems completly in the hands of bell, and how much do you trust them?
One thing TekSavvy does well is constantly apologize. To bad apologys can't be traded for anything worth while
Hello,

Thank you for the review. We certainly do regret any issues with your service. It sounds like you have DSL service if there is a possible DMC charge of 87.00. This charge is only given if the issue is inside your house "i.e" a jack, modem, cord etc and is given by our vendor. We troubleshoot prior to submitting a ticket to ensure the issue isn't in your home.


Regards,
tsi-ashleigh

Tue, January 21, 2014

-1 Toronto,
ON
I would just like to say that the dealings I have had with TekSavvy have been an absolute nightmare. I have never in my life dealt with a company that was so useless. In mid-December I ordered TekSavvy DSL 50mbps service, which was the top residential service they offered, and set my installation date on December 30 (first day off work). They gave me a 9 hour window for two technicians to come and do the install. The first, I had no idea had even been there, as he did not need access to my apartment, the second showed up around 5pm. This poor technician could not get our internet up and running as he stated TekSavvy had sent an unconfigured modem. He tried for 3 hours to get the modem properly configured. He told me he had to come back the next day, and we were not able to allow this as we were out of town, the technician offered to do it remotely.

On January 1, we returned home and our internet was working, so we did not question anything. After about a week of noticing that Netflix and other internet activities were running extremely slow (if at all), I did a speed test and saw that I was only getting 10mbps! January 6, I called about the slow service, and they told me I wasn’t showing as having internet at all, and that my modem still wasn’t configured. I had to configure the modem MYSELF!!! After 2 hours on the phone doing that, the internet ran magically for all of 15 minutes, when it cut out completely. I was back on the phone immediately with TekSavvy and was advised the soonest they could send a technician was the 8th of January (two days later). I had told them if they couldn’t get it working that day, I would cancel, as they already had my money and I had no service from them at all. A supervisor named Nat had advised me I was not entitled to a refund. I lost it, and agreed for them to finally send someone, and took my issues to Twitter. They told me they needed someone home between 8am-5pm (2nd work day lost) for a technician to come. On the morning of the 7th, I received a call from TekSavvy saying that if I had decided to cancel, they would do me a courtesy and refund my payment as directed by someone “higher up”. It’s amazing what Twitter can do.

At 7pm on January 8th, no one had arrived, and I called TekSavvy, they advised they had to reschedule. They told me they couldn’t send anyone until the 15th, A FULL WEEK LATER. That was the last straw, I was so tired of hearing “There’s nothing I can do”. I asked yet again for another supervisor, and was again given the very rude, Nat. I told Nat I wanted someone at my house ASAP, and was again advised I had to wait a week. Now I said I was cancelling. Nat told me “Fine, you will see the refund within the next couple of weeks.” Nothing else was said and the call was ended.

The next day, it occurred to me I still had the modem. I wrote to them via Twitter and asked what to do with the modem. Shawn advised that I needed to return it or I would not receive my refund. NONE of this was stated by Nat the day before. Not only that, Nat, this so-called Supervisor, did not even request return labels for me, so in reality, my refund was never coming. Shawn was nice enough to do was his supervisor would not, and sent me the labels. The modem is now in their possession, and sure enough, I am STILL WAITING for my refund.

I will NEVER recommend this company to anyone. Your fantastic prices are not worth what you put people through. Take my money and then give me nothing but the run around in return. TERRIBLE SERVICE and the reason I know have an amazing deal (and SERVICE) from Rogers!!
Hello,

Thank you for the review. I regret to see there was some issues with setting up your connection. In regards to reschedules we have to follow what is laid out for us by our vendors. We do not receive same day appointments no matter which manager from TekSavvy you speak to. Unfortunately our vendors do not give us that option, this is why you were never offered this from any manager you spoke to. We certainly do apologize for any inconvenience.

In regards to credits they out on Fridays and mailed by cheque to you. It can take a few days to reach you through the post.

Thanks again for your review.

TSI-Ashleigh



Tue, January 21, 2014

1 Toronto,
ON
I ordered my service a few days before Christmas. They scheduled me for an appointment on Jan 30th. Rogers tech showed up and got me up and running.

Had to call in and change package twice due to my own mistake. I thought the lowest package would be sufficient but we needed the next step up.

Wait times for calling in are typically feel around 5 minutes which is pretty awesome when you consider there are maybe a dozen or so people working there (I got the same guy twice when I considered switching before so it has to be a small number of people working).

Completely Satisifed here. Glad to have gotten away from Bell/Rogers.
Hello,

Thank you for the great review. Happy to hear your enjoying the service so far. I can tell you currently we have close to 500 employees at TekSavvy and we have worked very hard to ensure our wait times stay low. You don't receive the same caller very often on the phones however I used to love getting the same customer back a few times when I was still a phone agent. It allows you to build confidence with that one customer.



Thanks for the great review.

TSI-Ashleigh

Sun, January 19, 2014

Comment Toronto,
ON
This is a response to Tecsavvy update from Ashleigh.I have 4-5 tickets raised already with Techsavvy.However as adviced in response,i have again raised a ticket last week. I was told earlier that A BELL engineer will visit my place to resolve the ongoing issue on 17th,Jan.However no one turned up.Late evening,i received a call from BELL and given another date of 19th for the engineer to visit the place to check the issue.
The previous tenant in our flat had internet connection from BELL.I am not sure why BELL is taking such a long time to give the connection to me.May be they are not interested to support promptly because i am a customer of TekSavvy.

Now its the 3rd week and no connection yet.

I hope TekSavvy will take it up with BELL authorities and sort out the issue.
If the connection cannot be given by this week,then TeckSavvy should refund the full amount i have paid to buy their modem and the monthly rental already charged from my account.
I could then approach BELL for a new connection.
Hello,

Thank you for the update on your current situation. We would appreciate the opportunity to review your account and investigate what has happened so far. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,
Reanne
Social Media Team
TekSavvy Solutions Inc.

Sun, January 12, 2014

-1 Toronto,
ON
I would like to share the worst service i am receiving now on my new connection request from Teksavvy.
I have applied for a 15 MBPS DSL connection on DEC 30th and paid to buy their modem as well.They informed that the installation date is 8th Jan.On 8th Jan, one Tek savvy engineer came by afternoon to connect the modem and he informed that the BELL technician need to come to enable the internet connection.I have noticed that the DSL light on the modem was flashing at that time.He informed that once the BELL technician activate the connection in my building that day,the internet light on the modem will flash.Then i have to call the tecksavvy Helpdesk for further help by midnight.
However there was no connection indication even after waiting the whole night.
When i called teksavvy they asked me to do the modem configurations as pert their advice.I have to do all modem settings but there was no sign of getting my connection active.
on 9th,i again contacted the helpdesk and they again asked to do several modem configuration changes; however there was no luck.By evening they informed that the issue is with BELL and once the issue is resolved, i will get the connection.
On 10th,evening,a help desk guy called and informed to check the connection.However there was no sign of internet connection.They again made me to do the modem configuration changes and then they informed me that the DSL light should not be flashing and it should be steady.I informed that the light was flashing even when the engineer was there to connect my modem.
They have told me that I have to update the firmware of the modem by downloading the files from internet.I did not have an internet connection so with great difficulty i have to go to a cafe to download the files and then update the firmware.Then they told me to connect another phone cable or modem or telephone to verify the connection.I have to purchase a new phone cable as well to check this.
Inspite of all this,i did not get an internet connection.
Then on 11th they informed that,they will open a ticket with BELL to send their technician and i could be charged if there is a fault in my apt.They also said that I will get a support in 24 to 48 hours.
However today morning they informed that BELL Tech is going to attend my case on 17th,Jan and not in 24 to 48 Hrs.

This means Tek Savvy has taken my first month payment and on Dec 30th and i am left isolated without internet connection till 17th,Jan.
This is the worst support i have ever seen.

How can Tek Savvy run a company without having any technical engineers on their own.
They should do the needful to update any firmware and should not involve customer in any configuration.
If the customer is aged,how they could have completed the firmware upgrade by getting the files from a cafe.
Most importantly,they want the customers to do the configuration changes and then later blame the customer itself that the
configuration could have corrupted.

I am totally screwed by the support and i want someone to attend this urgently and send the technician to fix the connectivity issue.








Hello,

Thank you for the review. This doesn't sound like a very pleasant experience at all. We would certainly like to investigate your account and assist you further with this matter. Can you please open a ticket here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
TSI-Ashleigh

Mon, January 06, 2014

-1 Oshava,
ON
My goal was to provide a DSL service for my mother for Christmas. She lives in Oshawa and we live in Ottawa, a 4 hr dive, so I booked an installation date with TS several weeks in advance to ensure it would be installed on 27 Dec while I was there.
I called three times during the day to ensure they were on schedule and would arrive. Finally at 11pm they admitted that they would have to reschedule and the first date would be 2 Jan. I said I live 4 hrs away and I need it done the next day. They would not alter their response.

I find this unacceptable. I suspect I was the first one scheduled for an installation for that day and I may have been the only one that the tech did not get to.

To make matters worse, I had decided to move my own internet service to TS at the same time so that I could provide some support to my mother as needed.

When this occurred I cancelled the order with TS for my mother and will look for another company. I may also cancel my order as well since it is for a later date.
Hello,

Thank you for the review. We do apologize for any inconvenience with your mum's installation. At TekSavvy we use our vendors technicians as we are not allowed to use our own on our vendors infrastructure. Once we have an appointment confirmed we do expect our vendor to send a technician to our customers homes and install service. I certainly do apologize if that was not the case. On the day of the installation we do not have the work order updated by the vendor until at least midnight that day, this would be why at 11 pm was when we knew we had to reschedule for you. We also have to schedule reschedules appointments 5 days out. This was requested by our vendors and implemented by the CRTC when creating the rules for independent ISP's in Canada. We have to follow their reschedule requirements and we do not get next day appointments. We are however in the process of petitioning the CRTC to change the rules for the incumbents while dealing with Independent ISP's in Canada and what they are and are not allowed to do while dealing/assisting/installing our customers. If you would like to read our petition to the CRTC you can here: https://secure.dslreports.com/forum/r28693256-Cable-CRTC-CNOC-Part-1-Cable-Carrier-Services-Update

Thank you again for this review.

TSI-Ashleigh

Sun, January 05, 2014

-1 Ottawa,
ON
Avoid teksavvy if you need to use Steam, Remote Desktop, or any service that does not use standard ports!

I have been with teksavvy since August/September. I've had a lot of slowness issues, and generally the support staff tries to help. my modem has not been replaced, yet it is still under warranty and they all claim it's the modem's problem.

however, more recently I have discovered a very serious problem!
Teksavvy blocks the ports used in Remote Desktop! I am not new to computers or networking. the problem is on Teksavvy's end as all my port forwarding has been set up correctly. I need to be able to access my home computer when I am out and teksavvy has now made this impossible.

it doesn't stop there though. every now and then I like to host a private game of CS or minecraft for a few friends and I to play. my servers generally stay up no longer than 2 hours. teksavvy blocks all game related ports as far as I can tell. I cannot get a single packet out, no matter what I try, and get it back on ports related to those games.

looks like I'm going back to Distributel as soon as I can afford to do so.
Hello,

Thank you for taking the time to write this review.

As far as port blocking, under normal circumstances you should have no issues. The only port we intentionally block is 25 for mail server purposes.

Would it be possible to open a ticket with us here and select CanadianISP from the "Submit a Request" drop down menu.

Reanne
Social Media Team
TekSavvy Solutions Inc.

Wed, December 18, 2013

-1 Richmond Hill,
ON
I have two accounts in two locations with Teksavvy – one on the legacy ADSL, one on cable. I used to have nothing bad to say about this company and recommended them to everyone looking for an ISP. They used to be on-top of the game and their technical support was fantastic. However, since I joined Teksavvy in 2006, I have seen their service decline MARKEDLY as the company grew and expanded into the public’s awareness. I’m only going to speak to the most recent incompetent incident with this company. I live about 4 hours away from my parent’s place and come back once every 2 months or so, they are currently subscribed to Teksavvy’s 6MB legacy ADSL lines. I had opted to upgrade them to the 15Mbps package as that was the least painful and most cost efficient. Knowing that I would be back at their place on December 17, 2013 and it being the holiday’s, I planned the upgrade early – specifically I processed the upgrade through their portal system on or abouts November 30, 2013 well in advance of their “recommended time line”. I received an email from their “Portal Response” support team on December 6, 2013 indicating that there is a $50 activation fee – online through the portal, it indicated it was a $20 activation fee. So I get on the phone and call Teksavvy, and after about a 20 minute wait, it is confirmed that it was indeed an error but that I myself had to email the support team and inform them that they made an error and that it should only be $20 – which begs the question, why am I doing your job for you? You should have made the correction and sent me out a correct email.
On December 13, 2013 I receive another email from the portal stating that I have not selected a date for install??? I’m 110% sure that was one of the requirements when completing the upgrade request through the portal – which I had requested December 17, 2013 on November 30, 2013. I shoot them back an immediate email stating that I had already requested a date of December 17 – to which it was responded that there is no confirmation from Bell yet. A few days pass and still no confirmation of any date. I contact Teksavvy by phone on December 16, 2013 and they indicate that the only available date they have is December 20, 2013. I inquired as to whether Bell was installing any Teksavvy services on December 17, to which the response was yes. I inquired as to the assumption that there were at least some of these requests were placed AFTER November 30, to which the response was yes. My question is – what is the purpose of the portal if Teksavvy cannot effectively manage it properly?? Two errors occurred – one with the pricing and the second the lack of date that I requested. Why should I have to schedule my holiday plans around your company’s ignorance and mistakes?? I escalated the problem to a supervisor by the name of Connie and to add insult to their mistake, she told me that, “well, three days delay isn’t too bad.” No, Connie, under normal circumstances three days would NOT be bad. However, I booked the date WELL IN ADVANCE only to have it given away to customers who booked over the phone at a later date than myself – so actually, three days IS a big deal when you have to drive 4 hours and have made holiday plans under the assumption that Teksavvy was able to handle and process orders effectively and efficiently. I had requested a reimbursement for the installation fee and the first month of service for this inconvenience and oversight only again to be told that it’s not a serious delay (yes, it IS an inconvenience AND a serious delay, Connie – I had to shift around plans to accommodate Teksavvy’s gaffes). The inability of Teksavvy’s customer service supervisors to act in good faith and good will on behalf of the company’s errors and mistakes is off-putting and I have nothing but negativity towards this once great company. I have since scheduled the installation for December 27, 2013 with no word from Teksavvy if this will even be confirmed – you have seriously failed to meet my expectations as a long-time customer.
Hello,

Thank you for taking the time to share your experience. This does appear to be a rather unfortunate situation and we would appreciate the opportunity to review what happened and do what we can to rectify the situation.

Would it be possible to open a ticket with us here and select CanadianISP from the "Submit a Request" drop down menu. With this information we will be able to review the account fully and ensure proper coaching is given to those involved.

We would also like to confirm the installation date for the upgrade at your parents' residence.

Reanne
Social Media Team
TekSavvy Solutions Inc.

Tue, December 17, 2013

1 Richmond,
BC
It's been 6-months since I've switched over the TS and the service has been rock-solid!

I left Distributel back in July 2013 when they tried to raise my rates by 30% and lower my internet speed (all in the name of 'better service'?!

Since the swich, my internet speeds are always greater than advertised, and the service has been expremely reliable. So much so that I've given up my phone-line, and have gone to Voice over IP as my primary home telephone.

Good job TekSavvy!
Hello,

Thank you for your review.

We are glad you are happy with the services, and are delighted to have you as part of the TekSavvy family!

Regards,

Alan
Social Media Team
TekSavvy Solutions Inc.

Sun, December 15, 2013

Comment Etobicoke,
ON
In response to your claim that I'm not paying a $50 moving fee: I AM being billed a $50 fee, and typically, your company provides nothing in writing to confirm what that fee is for. Is this the "activation fee"? Either way, I never claimed I was paying two $50 fees (in fact the reason I scheduled a service change at the same time as my move was to *avoid* paying two $50 fees), only that I'm having to pay $50 plus an extra month's fees upfront just to move my service. Here's the breakdown of what I'm paying from your web page in which I was asked to click to accept these terms:

Terms & Conditions
Financing
Date: 2013-12-14
Quantity Item Price Subtotal
1 SmartRG $120.00 $120.00
1 Hardware Shipping $10.00 $10.00
1 Finance charges $20.00 $20.00
ON HST $19.50
Total amount to be paid $169.50

Less:
Quantity Item Price Subtotal
1 Modem down payment $84.00 $84.00 (advertised as $70)
1 Hardware Shipping $10.00 $10.00
ON HST $12.22
Total amount paid at the time of order $106.22**

Bill in advance
34.99+5.00
+50.00****
=89.99
+hst 11.70
=101.69

TOTAL (bill+modem) 207.91**

RE "However, when changing from 6Mb to any of our higher speeds it is treated as a new order and everything is due upfront." That's a problem - a big one. You want to insult someone? Treat them like a brand new customer, when they've been with you for 6 years, and are showing loyalty to you by upgrading their service and spending more money. As I have posted previously, why am I being treated like a potential deadbeat who must pay upfront when I have 6 years of stellar credit with your company? How hard would it be to just bill me upfront for the $5O (admin or moving fee or whatever you want to call it) and the modem, and then bill me for another month's service on Jan 1 (new billing cycle) and pro-rate it after that? Are you THAT afraid that I won't pay my bill, when I've been paying it for 6 years? This is how TekSavvy treats its loyal customers.
I apologize for the misunderstanding, I thought you were under the impression that you were paying for both the move and the activation fee.

As far the rest, thank you again for providing your feedback, I am passing this on internally. Especially the part about the misleading first month payment on the modem.

Thank you,
Keith

Sat, December 14, 2013

-1 Etobicoke,
ON
Two things:
1. I'm a long term customer who had 6 mbps DSL service for years. Their price for this service dropped when they went to fiber a couple of years ago. Was I notified? Nope. They just kept on charging me the same $39.99 price they now charge for faster speeds, and increased my bandwidth cap to 300 without telling me. Since their bills don't show what your cap is even though they're charging you for it, I had no way of knowing, and no choice to upgrade my speed or not pay for bandwidth I don't use or need. When I complained I was told "too bad, we 'can't' do anything."

2. Moving. I called twice. First time I was told there'd be a $50 charge for both the move and a speed upgrade. For the higher speed I was going to rent to own their modem. I was told I'd have to pay the $50 and the down payment for the modem upfront. No problem. I was told to call back closer to my move date.

Second call: I was told the modem I wanted wasn't available for rent to own, even though it's advertised as such in at least two places on their website. I was told that it's a "brand new" modem and that's why it's not available for rent to own - even though I was told I could order it rto a month prior. Then after 20 min on hold she came back and told me I could order the modem after all.

I was then told that if I want to move my service I'd have to pay upfront not only the $50, but also an extra month's service charges - on top of their monthly bill which I had just paid a few days ago! If I didn't pay the extra month's bill, the modem down payment, a month's installment on the modem AND the $50 within 48 hours, my order would be cancelled. That's OVER $200 UPFRONT!! Just to move my service?? What happened to "we'll put it on your next month's bill"?? That's what the professional providers do, guys - at least the ones who want to keep their customers.

I was told "we bill in advance" - fine, but I already PAID for a month's service (Dec. 15-Jan 15), in advance, last week!!! Then a week later I have to come up with another month's payment just so I can move?? Why can't I just be billed at the end of the month when my new billing cycle starts? I feel I'm being treated like a deadbeat you don't trust not to pay upfront - after 6 years of paying my bills like clockwork I deserve FAR better!

BTW This painful call took over 2 hours, mostly me on hold because the rep didn't know what she was talking about and kept going to ask her supervisor.

Today's hellacious experience has been the final straw for me. Congratulations, TekSavvy. You're about to lose a 6-year loyal customer.
Hello there,

Thank you for your review.

I would like to look further into this for you. Could you please open a ticket with us here and select CanadianISP from the "Submit a Request" drop down menu. Please provide us with your account details in that post so that we can research your account.

Thank you
TSI Shawn S
Social Media Team

Sat, December 14, 2013

Comment Etobicoke,
ON
RE my prior comment about bandwidth on bill AND exorbitant moving fees. I will stay with TekSavvy - only because their service has been rock solid these 6 years, and their regular fees can't be beat. BUT - you guys have a *LONG* way to go when it comes to setting customer expectations. Bills should be completely itemized - I have a right to see everything I'm being charged for. Any and all service changes need to be communicated to the customer AS they happen - if not before. And your website should agree with what your CSR's are telling customers. Don't advertise a rent to own modem online and then have your reps tell customers it can't be purchased that way. Don't advertise a $50 service change fee when the actual fee is $50 PLUS a month's service, payable immediately (pro-rated or not). Don't tell customers the down payment on a modem is $70 when it's $70 PLUS a month's payment. Do you get my drift now? There is NOTHING more aggravating than to expect something and then find out differently. I live on a budget and I need to know UPFRONT how much things will cost. I don't appreciate being strong-armed into paying the service fee within 48 hours when I'm not even moving for another two weeks! I also expect that when I speak with two different people at the same company, I will get the same story. Is that too much to ask??

How many 6 year customers do you have? Maybe consider cutting your longer term customers a bit of slack when they move and keep your service rather than going elsewhere.
Hello,

First off I would like to thank you for your continued support. I'm glad to hear you've been satisfied with the service itself.

As far as the charges are concerned there are two separate things here. For moving there is a $50.00 move fee and that is all. However, when changing from 6Mb to any of our higher speeds it is treated as a new order and everything is due upfront.

As this is considered a new order, we would only bill for that and not charge the $50.00 move fee as well. Thanks to your opening a ticket as previously requested, I was able to locate your account and verify that while you were only charged for activation, the first month, and the modem, and not for a move fee as well.

With that being said, I just want to thank you again for continuing with us. I will be passing on your feedback.

Thank you,
Keith

Thu, December 12, 2013

0 Hamilton,
ON
due to service charge increase, i am cancelling the service. but i noted that it was pre-paid.. so if i cancel today, then i will have more than 20 days left unused. i asked credit for this for the future. but Teksavvy says 'no'. why not?! who knows i can come back later! Hello,

Thanks for taking the time to place a review. Since the service is pre-paid, you still had the same amount charged to you from previous months instead of the new price. Unfortunately, as pre-paid minutes for a cell phone, we do not refund if you cancelled earlier then you known billing date. If you would like to discuss this, please feel free to get in touch by submitting a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thanks & regards,

Martin
Social Media Team
TekSavvy Solutions Inc.

Thu, December 12, 2013

1 Toronto,
ON
Switched over from Rogers on Sunday w/o any issue. Have been using it for almost 5 days w/o any incident or service interruption. Hope it will stay that way. Hello,

Thank you for your review. We are delighted to hear that you are happy with your new Teksavvy services! If you ever have any questions or concerns feel free to call us at 1-877-779-1575.

Welcome to the Teksavvy family!

Regards,
TSI Reanne

Mon, December 09, 2013

-1 Hamilton,
ON
you get what you pay for. Tech savvy is cheap and that's what you get, so if your easily frustrated or not technically savvy stick with Bell or Rogers.
Called up last week to get service at another property and was quoted over 4 weeks install date. Requested modem to be shipped to billing address. Modem sent to a mix of billing and shipping address even though they were advised at time of ordering they had made a mistake. Anyways Canada post had left a delivery notice somewhere in Stoney creek as per CPost delivery email. Called tech savvy (waste of an hour) who told me what i already knew that it somewhere in Stoney creek, and my option is to chase it up myself or pushing installation date back further. Anyone know of a "no contract" ISP that can use the same cable modem?
Hello,

Thank you for your review. It sounds like you've had quite a few issues so far. We would definitely like to take a look at your account and see what we can do about correcting the shipping and installation issues you mentioned. Would it be possible to open a ticket with us here and select CanadianISP from the "Submit a Request" drop down menu. Please leave your account information and we would be happy to investigate further for you!

Reanne
Social Media Team
TekSavvy Solutions Inc.

Wed, December 04, 2013

1 Montreal,
QC
A technician from your technical assistance department sent me an email last night, right after I had sent an email to you from your website. The incident occurred around 8:15. At 9:41, Brandon from the Online Services Team sent me an email with their investigation and a phone number to call if I needed further assistance.

Since the internet was interrupted for only 5 minutes, I decided I need not inquire further into the matter.

Should this happen again though, I will.

Thank you for your quick response. I appreciate. Most companies do not bother contacting you back (either via email or by calling you).
Hello,

Thank you for the review!! We certainly do appreciate it. You're also very welcome for the prompt email back. We do work diligently to have all emails responded to within 24 hours of receiving them. I am also very happy to hear that your service is working normally for you now. Thank you for the update!

If you have any further questions there are multiple ways to reach us TekSavvy can be reached through our phone lines, Twitter, DSLreports, Facebook, TekSavvy Forum and TekSavvy Chat.

Thank you again for this great review

TSI-Ashleigh

Tue, December 03, 2013

-1 Montreal,
QC
Today around 8:15 p.m. your internet service dropped out for about 5 minutes or so at my place.

Right away, I called your technical support who were not even aware of the issue. I felt like I was talking to the 4 walls. At the end the guy asked me: Is there anything else? Actually, yes, there is. F U for this shitty service! Straight up. Sick and tired of useless apologies, sorry for this, sorry for that! It's always the same thing: meanwhile, you keep doing what you know best: apologizing ... stick your apologies up where the sun doesn't shine. So unprofessional!
Hello,

Thank you for the review. If you are having a service issue I would like to complete troubleshooting to diagnose what issue you are having. It doesn't sound like you completed this when speaking to the tech agent and we most certainly want to ensure your issue is resolved. Can you open a ticket with us here and select CanadianISP from the "Submit a Request" drop down menu.. Please leave your account information so we can investigate further?

Thank you
TSI-Ashleigh

Wed, November 13, 2013

-1 Toronto,
ON
Tek Savvy is just rediculous. My internet keeps dropping out, is very slow and often does not work for days. I have spent more than 40~50 hours on the phone with them, changed modems ($100)and I am still having issues. They refuse to send a technician at any cost. When I finally had them say they'd send one, they changed their minds the next day saying the problem was fixed, but is not. If you call tech support they are constanly having servive outages across Ontario. There is not a single day where they do not have service outages. They try to blame this on Rogers infrastructure but I know people in my area who's Rogers service is fine. They are apathetic and a terrable ISP. Just awful service. Hello,

Thank you for the review. I regret to hear your having a connection issue. To be honest if we informed you we were sending a tech to your home and the next day told you the issue was fixed this is because we sent the information to our vendor to investigate and they would have told us there is no issue and didn’t send a technician. TekSavvy does not have their own technicians we are able to send to your house we have to use our vendor’s technicians. In that our vendors have a say if they are sending a technician or not to your home. I apologize for this. In regards to outages we use or vendor’s infrastructure to provide the service. If our vendor is making changes or completing maintenance on the lines there can be issues/outages. The incumbent’s customers are routed differently than an independent ISP so outages will not be the same between an an independent ISP like TekSavvy and the incumbent. I hope this helps with the outages a bit more for you.

I would be happy to investigate into your account and see what is happening. Please send us an email with your account information to sm@teksavvy.com

Thank you
TSI-Ashleigh

Fri, November 08, 2013

-1 Trenton,
ON
Use trek savvy only if you can handle extreme frustration. Call centre reps are incompetent due to inexperience, dangerous lack of Communication. Home address for tektalk had not been changed for 2 months after we moved, meant that an emergency call would have sent 911 responders to the wrong address. Took 2 calls to get the address corrected, a call to tek savvy takes 30 to 60 min. to get any info, longer if you need any problem resolved. Good price but should only be used if you don't rely on the service provided. Hello,

Thank you for this review. This sounds like an unfortunate situation that we certainly do not want our customer's to go through. I would like to investigate your account to see what happened with your order. Can you send us an email to sm@teksavvy.com with your account information please?

In regards to wait times, we have been working very hard to decrease the wait times and have been successful in doing that. We also, have many other ways to reach TekSavvy. TekSavvy can be reached by Twitter, Facebook, DSLreports, Email, TekSavvy Chat and Canadian ISP. We have ensured we can be reached many ways other then our phone lines.


Thank you
TSI-Ashleigh

Fri, November 08, 2013

-1 Brampton,
ON
My DSL 5M service has been down for 9 days.
Went dark Oct 30, so I called Nov 1.
Tech Support told me to try a different modem because without ruling it out, I could be charged heavy service fees from Bell.
I ordered a modem from Teksavvy and scheduled a 15M upgrade for Nov 11.
They were to repair the existing 5M service immediately.
They immediately double billed the modem, shipping and install ($215) and put a $215 credit on my account.
After calling them, they agreed to send a cheque.
- - - - -
Modem came Wed following week and proved DSL was down (i.e. problem not my modem)
Called again and was told that service would be in the morning within 24-48 hours.
Booked Thursday and Friday am to work from home so that I could be available.
Teksavvy called me Friday pm to identify that Bell had no record of DSL on my line, but my phone was still active (also with teksavvy).
While on the line, they informed me that my upgrade would not be Nov 11, but would be Nov 12 instead.
I had already rearranged my work schedule to be at home Nov 11 and advised Nov 12 would not work.
Service rep tried to transfer me to customer service. Cut me off instead. That was 2 hours ago.
Still dark, still silent.
- - - -
Bottom line:
I bought a $130 modem I don't need.
I am paying for a 5M service I don't have.
I am paying for a 15M service that they can't deliver on the promised date.
I don't have a new scheduled date.
Customer service is AWOL.
Hello,

Thank you for your review. Our sincere apologies for the poor experience you have had over the last 2 weeks. If you would kindly email your account details to sm@teksavvy.com, we would appreciate the opportunity to review what happened and have it made right for you.

Regards,
TSI-Alan

Fri, November 01, 2013

-1
ON
I'm so frustrated with Teksavvy. I ordered the service and was supposed to be activated yesterday. The tech came, said the line was activated and left. I attempted to connect my brand new modem and there was no service. I called and spent an hour troubleshooting and I was told to wait until after midnight. After that failed, I was explained a repair ticket needed to be set up but I have to agree to a charge in the event that it's not an issue with Bell's network ( i.e inside wiring, connection in my building, modem etc). I mean i understand the need to charge a consumer to have service call. But what they don't understand is the service never worked to begin with. I already paid an installation fee, how can i again potentially be charged another 79.00?? There was no option to refund, i either have to agree or basically loose the money I already paid. Make sure you read all that fine print before agreeing to take Teksavvy. Hello,

Thank you for your review. Sorry to hear that your activation did not go smoothly.

The repair ticket process you mentioned, including a potential $87 charge, is a mandatory Bell requirement for all tickets - whether for our customers or their own. If it is a Bell network problem there is no charge to the customer. If you could email your account details to sm@teksavvy.com we will be happy to review the issue for you, to ensure this is made right ASAP.

Regards,
TSI-Alan

Tue, October 29, 2013

1 Windsor,
ON
awesome provider, affordable. so far so good, very polite customer service,the only downfall i have to reset the router once in a while do not know why.i will recommend it to everyone. thanks TekSavvy. Hello,

Thank you for your review. Glad to hear you are happy with the service!

If your router reset issue continues, try direct-connecting to your modem to see if it still happens. Sometimes the issue can be between the modem and router.

Of course, we are always here to help if you require additional assistance.

TSI-Alan

Mon, October 21, 2013

1 Guelph,
ON
Great service, fast internet! Beware if you are hoping to start with them in September - there are so many students getting internet that your set up date might not be for a week or or longer! (<- not really tek savvy's fault though Rogers does the set up! And they seem to vastly over book...)
Overall really happy with them for the last few years.

Hello,

Thank you for the review. I am happy to see you are enjoying your service and the connection speeds. It is true that during the back to school time frame is quite busy for us. It is the busiest time of year for most internet providers. We do however work diligently to ensure there are minimal delays to our customer’s during the busy season.
Thank you again for the review and please keep us posted on your TekSavvy Journey.

TSI-Ashleigh

Mon, October 21, 2013

-1 MISSISSAUGA,
ON
Horrible ISP!

1. They are a rip off!! I called to ask them for how much GB I am using in the past month, and they said they did not know!!! But for a year and a half, I was paying for 300 GB, so if I paid for only 75 GB, would have paid less and still got the same service.

2. Been down for a whole week, and all I hear is, they need rogers to come check, they can't do anything. And at most, they can compensate us for the days we are down. This is the second time this happens within 1 year!
Hello,

Thank you for your feedback. We share your frustration with the unavailability of a usage tracking tool at the present time, and are actively working with our service provider to have this info made available to share with our customers. If you would like to email your account info to sm@teksavvy.com, we can look into the connectivity issue for you.

TSI-Alan

Sun, October 20, 2013

Comment russell,
ON
the $24.95 price is NOT a $50 setup fee, it's $65. The modems are $30-50$ overpriced, and the cap is NOT 300 GB for $24.95, it's 75 GB Hello,

Thank you for the review. At TekSavvy we offer two types of internet connections; DSL and Cable internet. DSL internet has a $50.00 activation fee and Cable internet has a $65.00 activation fee in Ontario. Our $24.95 package for DSL has a $50.00 activation fee, it sounds like you were looking at our Cable internet pricing however. I apologize that the $24.95 packages does have a 300 gb of bandwidth; these packages are not advertised as so. In regards to the modem for the service you do have the option to purchase a modem from TekSavvy or purchase your own. If you choose to purchase the modem from TekSavvy we offer a discount on the activation fee. This helps to save you money.

Thanks again for this review.

TSI-Ashleigh

Sun, October 20, 2013

-1 russell,
ON
"Cable $24.95 Up to 6Mbps/256k 300"

This line is incorrect. It should read:
"Cable $29.95 Up to 6Mbps/256k 75"

Please correct your information. The price and GB allowed are both incorrect.
Hello,

Thank you for this information. I have messaged the appropriate team to ensure Canadian ISP is updated.

Thank you
TSI-Ashleigh

Sat, October 19, 2013

-1 Dundas,
ON
Subscribed to tekSavvy for its unlimited plan and got charged right the way but no one showed up for scheduled installation! Waited all day yesterday for nothing! Wondering if I should cancel it and take the lost.
Hello,

Thank you for the review. TekSavvy is a prepaid service and you are charged the prepayment when signing up. However; the prepayment does not go towards your account until the service is active and working at your home. I certainly do apologize if the technician did not come out for your installation; I would like to investigate your account and see what has happened. Can you message us with your account information through our Twitter, Facebook or DSLr page? I would be happy to ensure you’re activated ASAP.

Thank you for the review.
TSI-Ashleigh

Sat, October 12, 2013

-1 Bolton,
ON
They are thieves!!!!! Be aware of this!!!
I was their customer for 8 months. They stopped to provide the service in the end of August, but they did not forgot to charge me for September. I was trying to move the service since the beginning of August. However, they just kept promising that it was going to be moved soon and did nothing - they just scheduled appointments and nobody came. Do you think it is enough time to move the service for a month?
When I was fed up with it and decided that it is enough to be fooled I requested to cancel the service in the end of September. In fact there was nothing to cancel - I did not have it. Now they refuse to refund the money they charged for the service they did not provided!

They just stole my money!!! I am shocked how it can be! Their license should be revoked!
People, stay away from them! You could be the next!
Hello,

Sorry to hear you had a poor experience attempting to get your service connected. If you could email your account details to sm@teksavvy.com, we would like to look into this for you.

Thank you.

TSI Alan

Tue, October 08, 2013

1 Ottawa,
ON
I was reading the reviews and was sad at all the negative comments. I have been using TekSavvy for a couple years with great service. The only outages came through the Rogers trunk. Once I heard Rogers was down I didn't even call TekSavvy. I still have Rogers home phone and cable but would switch in a heart beat to TekSavvy. I have spent many, many hours on the phone with Rogers over the years and can't even say their name without spitting! For all those complainers, yes it is sad when you have to wait for service or when they don't show up. Just saying... waited a lot longer for Rogers, at a much higher price. You will find a much greater volume of complaining about Rogers. Just saying.
GO TEKSAVVY

Hello,

Thank you for the wonderful review and the kind words! It is wonderful to know you are enjoying your TekSavvy service with minimal issue.

Thanks again for this review.
TSI-Ashleigh

Mon, October 07, 2013

-1 Toronto,
ON
I was a TekSavvy customer for about a month (cancelled today). Internet never worked as it should, and was basically told I could have a Bell technician come out (but if they find nothing wrong on Bell's end, I would be charged $90), or I could send them back the 3 week old modem to see if that is the problem (again, if no problem $25 charge). I felt that I was just being put in a position where I had to pay to troubleshoot problems with their service.

They finally agreed to have a technician come to see the dry-loop DSL install when I called to cancel (stayed at home from work that day)and that technician never came. TekSavvy doesn't take responsibility for the actions of their vendors.

During this period, I made 2 attempts to contact them by email (only received a response a week later and the Tek basically told me there was nothing wrong with their suggestions to me), 4 attempts through twitter (no response at all) and the three times I've called, I had to hang up twice as I was on hold for more than an hour. Terrible. If they can't handle a customer base this large, they should stop expanding.

For the TekSavvy people who read these, my CID is 280304 and I've tried many times to reach you.
Thank you for the review. I do regret to hear you have cancelled your services. The charge to open a ticket with our vendor is not to charge you. It is something we have to inform you every time we open a ticket with our vendor to fix a DSL issue. All it means is if it is an issue on the inside of the house “i.e” jack, modem, lines etc then the charge would apply, however that is why we troubleshoot first to eliminate any inside issues in the house prior to offer opening a ticket.

Currently we are quite busy and we are aware of that, this is why we have created many ways to reach us. We can be reached through Facebook, DSLr Direct, TekForum, Twiiter and TekSavvy Chat. The online team is on the above every day.

Thank you of your review
TSI-Ashleigh

Mon, October 07, 2013

-1 MISSISSAUGA,
ON
Internet was ok. Installing tektalk was an absolute nightmare. I wanted to switch from distributel because of the bad service. When I tried installing tektalk, the problems started to happen.The tech support didnt know what do at all. I was on the line with them multiple times, some sessions lasted over 3 hours with nothing done at all. It took almost a month to set up my VoIP and now I got stuck with a temporary phone number. Since the transfer and setting up took too long, I cant get my old phone number from distributel. Not only that, the customer support doesn't even try to help fix the problem, and only try to run away from it by giving a refund. Hello,

Thank you for the review. I can assure you our tech support are trained exceptionally with our services and are quite fantastic when it comes to troubleshooting our TekTalk service as it is 100% TekSavvy service. I apologize they had difficulty getting your TekTalk working, there may have been an underlining issue not mentioned here. I would like to investigate your account to see what happened with your services. Can you contact us through DSLr Direct forum, Facebook or Twitter with your account information?

Thank you
TSI-Ashleigh

Fri, October 04, 2013

-1 Toronto,
ON
Until yesterday I was a customer for over 3 years with TekSavvy. Admitedly during that time I had very few issues and that counts for something. Nevertheless I experienced two days without connectivity and TekSavvy was simply hopleless from a customer service perspective. You have to be on hold for over an hour just to get to speak to someone. When I explained that this was unacceptable the cancellation department all but begged for a chance to make things right and scheduled a service call for later that day when I would be home. The call never came. Generally the customer service reps seem to care about retaining your business but their actions belie either complete indifference or total incompetence. Perhaps the customer base has grown too big for the company to support. In any event, I would have hoped for a better effort in retaining a long term customer. Hello. Thank you for your review.

We apologize for the service issue you encountered, along with the long hold time when you called in. If you are still having issues with your service, kindly email us at sm@teksavvy.com, message us on Facebook, or DM to @TekSavvyCSR on Twitter. We would appreciate the opportunity to investigate this issue, and make it right for you.

Regards,
TSI-Alan

Wed, October 02, 2013

-1 Markham,
ON
I had to cancel TekSavvy after 4 days of no service and no end in sight to the issues they were having all over the place with cable internet.

Overall the experience has not been great. It is no better than with Rogers. The differences between Tek and Rogers are:

Cons for Tek:
1) Rogers can install sooner and if you have cable already internet can be up within hours. TekSavvy no so much

2) When you call into Rogers for problems. Chances are it will be resolved. For TekSavvy things like outdated modem firmware and your connection being down might take days or never be fixed
3) There isn't as much price difference as people think. Yes the listed prices for Tek are lower than the listed price for Rogers. But who pays listed price for Rogers anyhow? You have to be a complete numpty to do that.

4) While Rogers might cost more on the plan. You do have to factor in the 25 dollars difference in installation cost (plus the Rogers tech will make sure the outlet you want to use is active, Tek's will only guarantee a cable is in your house. If you are in a new house like me that means you had to go out and spend additional $ to get splitters etc to connect your house).

5) In additions to the 25 bucks installation differences, Rogers provides you with a modem while you have to pay $100 or so for one from TekSavvy. Which see above they have no way of updating the firmware on. And if you were forced by outages to go elsewhere it's a sunk cost you'll never get back fully even if you sell the modem.

Pro for Tek:
1) With Rogers to get good pricing you have to call in and talk and talk. For Tek the price is as posted online.
2) Some irrational satisfaction of sticking it to Rogers if you are with TekSavvy.

Hello. Thank you for your review.

We apologize for the service issues you encountered, that resulted in you cancelling. We are actively reviewing the processes with our vendors, to determine how we can avoid lengthy delays for our customers in getting service installation or repairs going forward.

We look forward to having an opportunity to serve you again in the future.

Regards,
TSI-Alan

Mon, September 30, 2013

-1 Toronto,
ON
No internet for 3 days and I live in downtown Toronto. I tried calling in but give up after 30 min holds on three ocassions. I tweet their support and they tell me the will have someone call me back and even ask me for my preferred time. No one calls me back. I just want someone to help me. If no one contacts me, I will cancel my service and then post terrible reviews daily for a few months. That should affect your sales.


ADMIN NOTE: This site is not to be used as a "revenge" site, no matter the cause. You may leave follow-up ratings to an ISP with a different numerical rating for an ISP in the same month, if a situation has changed from your original review or you may leave a follow-up set to "Comment only".

-Marc, CanadianISP.ca
Hello there,

I'm sorry to hear you're having issues with your service and yes, we definitely want to assist you with this. As for the wait times we have been hiring non-stop and are working hard to fix this issue ASAP.

If you have still not spoken to our tech support I would like to ask that you please reach out to us via Twitter again (or Facebook, or the teksavvy forum) so we can have someone contact you.

Thank you,
Keith

Sun, September 29, 2013

-1 Toronto,
ON
TekSavvy offers the same internet services as Rogers and Bell, at a much reduced cost. Great. Love it. Really I do. But they have no idea how to disseminate information during an outage. The only places information beyond the initial outage notification is made available is dirty forums that predate mobile web development. Aside form being impossible to navigate from a mobile phone (coz there's no internet...), they require you to signup before you can even read the posts. Who wants to do that from a mobile phone? They need outside help in developing their notification processes. At one time they used to post updates via twitter, which was great, but they stopped and didn't delete the accounts. There were a lot of people watching those accounts for an update yesterday. It's not that they had an outage, is that they suck at delivering timelines, scope details, etc. All they had to do was post "Rogers Cable is experiencing severe disruptions - will update every hour until resolution". Then I'd have gone to the movies, or the Island for the day instead of hoping to get some work done so I could enjoy Sunday. Hello,

Thank you for the review. We apologize that you may be affected by outages. The best place to see the outages is through our website www.teksavvy.com in the Network Status page. You don’t have to go to a forum or sign up for anything.

Thank you
TSI-Ashleigh

Sun, September 29, 2013

-1 Toronto,
ON
TekSavvy is normally fast and reliable service; however this past weekend (since 28-Sep-2013), cable internet service has been down. Tried calling customer service I was on hold for over 1hr and lost patience. Try to follow updates on twitter from my mobile phone and the only thing I saw were negative comments from customers.
1: Need better updates from you. Give us details about the problem and ETA to resolve
2: don't blame others for your fault. If it is a problem with Rogers, take accountability and develop risk mitigation strategies
3: Fix your bloody internet service by 02-Oct-2013 eod, otherwise you'll lose another customer.
Hello,

Thank you for the review. The information you are seeking when there are outages is not given to us from our vendors. This is why this information is not relayed to our customers, there are no causes given and there are no ETA’ given to fix issues. This information will never be given to us until the laws currently in place by the CTRC are changed for the better of TPIA’s in Canada.

Currently however since we are not happy with these practices from our vendors we are in the process of going to the CTRC to change all processes with our vendors when they are delaying or dealing with independent ISP’s in Canada.

If you would like to follow the request you can so on our TekSavvy DSLr page: https://secure.dslreports.com/forum/r28693256-Cable-CRTC-CNOC-Part-1-Cable-Carrier-Services-Update

Thank you
TSI-Ashleigh

Thu, September 26, 2013

-1 Burlington,
ON
In 2012, paid for over 550 hours of dsl I didn't receive. It would drop to dial up speeds for 3 hrs every single night. Took over 150 hrs of my time and 10 Bell technicians to figure out some idiot didn't put one of the 3 cable clamps on at the Bell box resulting in my lines being unable to deliver the proper dsl during peak hours. I knew from the get go it wasn't in my house bc everything inside was new AND bc it had been tested at the demarc during the failure times and it didn't work there. Hence it wasn't possible for it to be in my house. But TS made me jump the hoops regardless. With never a dime of compensation. Once finally fixed, it worked greated. This year my home phone, also with TS started going randomly dead for short periods of time every day. I called and reported the problem repeatedly but only so it was on record. When I started missing extremely important calls, I had to get it fixed. I had resisted doing so bc I knew Bell would screw up the dsl. Worse, I knew TS would be a nightmare to deal with. Bell came to fix the phone and said there was no problem. The next day it was dead again. This time I decided to not screw around and filed a complaint against TS with the CCTS. That got them moving and my phone was fixed the next day. Unfortunately, as feared, Bell screwed up my dsl. Now exactly like 2012, my download speeds are btw 0.14-0.50 mbps every night. Yup worse than dial up. Teksavvy's response? They sent a Bell tech here and bc it was working during the day, said it is fine and they need to troubleshoot from the bottom up.
Seriously? Anybody with even a handful of brain cells could figure out that Bell screwed up the dsl when they fixed the phone. But oh no, not TS. Instead they insist I trouble shoot the problem. That I start over calling them repeatedly, all while being on hold for up to 45 min at a time, spend hours waiting for Bell. Their comments to me via email were, I need to be patient and understand these things take time and I will have to be available to troubleshoot this if I want it fixed. When I did call they were also rude, condescending and completely unapologetic. But that should be no surprise to anyone who has dealt with them for any length of time.
Like many before me, I have been a long time customer and watched the service become insufferable. They don't care whether I have dsl bc of Bell's screw up or whether I take my business elsewhere. They have made it quite clear that they don't feel they need to answer to anyone. I encourage everyone with major difficulties with TS to file complaints against them with the CCTS. Until they are made to be accountable, they will continue on with their 'we can and will do as we want' mantra. As for me, I'm taking my business elsewhere. I have better things to do with my time than sit on the phone for hours on end and be without a service I'm paying for all bc TS has an inferior relationship with Bell and the common sense of a rock.
Hello,

Thank you for your review. Our sincere apologies for the service difficulties you experienced last year, and again recently. That is certainly not the TekSavvy experience we strive to provide for our customers. If you could send us an email with your account details to sm@teksavvy.com, we would appreciate the opportunity to review what happened.

Thank you.
TSI-Alan

Wed, September 25, 2013

Comment Thornhill,
ON
Dear Alan,
I have already submitted my inquiry through the secure form on your web site two days ago. So far I'm not getting any response. I would like to communicate with your company (my service provider) about services you provide to me in a secure way rather than using public social media sites like Facebook, Twitter, or DSLr. ... What is DSLr?
Hello, thank you for the update. If you received a confirmation number, or CID/OID, and can provide it here I will be happy to track down your email order. I had suggested Facebook message or Twitter DM, so as to not ask you to post any personal info here (in a public forum). DSLr Direct is another secure forum that we use to communicate with our customers.

We look forward to hearing from you, and assisting you.

Alan

Wed, September 25, 2013

1 Ajax,
ON
The TekSavvy is a very stable service and gives me enought bandwidth to use (300GB). Customer service is good and technician is nice and professional. I have 6M bps and it is real even in peak hours (evenings). The only thing I don't like is the up speed is too low (256K) and uploading my photos is what a pain! Hello,

Thank you for the review. I am very happy to hear you are enjoying the service. I am happy to hear you are receiving your speeds constantly. We have recently introduced new packages with new upload speeds. If the upload speed on the 6 mbps connection is not enough for you, you may want to upgrade to one of our newly introduced packages. If you would like any more information on the newly introduced packages please feel free to message us through one of our online forums. We can be reached directly through Twitter, Facebook, DSLr, TekSavvy Chat, and TekSavvy Forum.

Thank you
TSI-Ashleigh

Tue, September 24, 2013

0 Thornhill,
ON
Third day in a row I'm trying to reach someone to ask some questions about switching plans. Telephone lines are constantly busy and I don't get any response to my email that I've sent through teir web site. Very disappointed with such treatment. :( Sorry to hear you are having trouble reaching us. If you have not received the info you need yet, please send us your contact info via Facebook message, Twitter DM, or DSLr, and we can answer your questions on service plans there too. Thank you!

Alan

Sat, September 21, 2013

-1 waterloo,
ON
Was hung up on by Techsavvy...Chris 4495. the worst customer service ever. I have never been hung up on by any company and all I was doing was pleading for help to make sure my daughter got the service she had prepaid for!! SHAME ON YOU CHRIS - 4495. The call is recorded and should be reviewed for poor customer service by CHRIS - 4495. Please make sure the appropriate actions are done to rectify this poor customer service. Hi there,

Can you please email me your account details so I can investigate further? andre@teksavvy.com.

Thanks,

Andre

Wed, September 18, 2013

-1 Toronto,
ON
I've been a loyal and satisfied TekSavvy customer for six years... well, I should say "was." Unfortunately have been watching customer service slide over the past year, and today was the last straw.

Had an appointment booked between 8 - 11, after a two week wait for a change of address. 11 comes and goes, no tech. Called Teksavvy; they had my number wrong - completely their fault. They repeated a 7 as the last digit instead of a 5, despite me clarifying the number TWICE at the time of appointment booking... So the tech arrived as scheduled, but Teksavvy dropped the ball as they couldn't notify me he was here.

That's bad enough, but the CSR was absolutely unapologetic - I mean, literally didn't even say sorry for the inconvenience. Next appointment is in another week... Take it or leave it. Ya, no thanks, if I have
to spend an hour on the phone to actually talk to someone, only to be told I have to wait another week due to an error 100% Teksavvys fault, with no hint of an applogy... Pains me to say, but Teksavvy is now an ISP to avoid; they may have great plans and rates, but it seems impossible to actually get hooked up. And what a change in customer service, congrats - you're finally indistinguishable from Bell & Rogers. I mean, you worked pretty hard to push a long time loyal customer away... I pity your new ones who'll have to learn these lessons the hard way too.

Buyer beware! They'll take your deposit quick enough, and leave you holding your d*ck in your hand.
Hello,

Thank you for this review. We understand the phone lines are quite busy currently. We have ensured there are many ways to contact us other than our phone lines. We can be contacted through DSLr Direct Forum, TekSavvy Forum, TekSavvy Chat, Twitter and Facebook. We have ensured our customer’s always have access to our agents if needed.

I certainly do apologize for any mishaps that have happened with your account. I would certainly like to look into your account to see what has happened here. Please email us at sm@teksavvy.com.

Thank you
TSI-Ashleigh

Tue, September 17, 2013

Comment Saint-Paul,
QC
I was about to try this ISP so I went on their website and began to fill the new customer form. Before adding my credit card information, I had a couple of questions I wanted answered. I tried the support phone # but never could have someone on the line. You have the option to leave your phone # so they call you back but this feature looks to be defective. So I filled the support form on the their website but was not sure if it worked because nothing happens when you click on the submit button (no confirmation). And, that is why I ended here. I was beginning to feel this ISP was a little bit disappointing. After reading some comments here I decided I will definitely not use this ISP at all. It is a good thing to search for reviews before spending money.
Hello,

Thank you for the review. We at TekSavvy have ensured there are many ways to contact us other than using our phone lines. TekSavvy can be reached through DSLr Direct forum, TekSavvy Forum, TekSavvy Chat, Facebook and Twitter. We are always happy to assist and ensure everyone that is contacting us is able to speak to us in a timely fashion. If you would like information about TekSavvy please speak to us through one of the above channels as we watch them every day and it is much quicker to speak to us directly.

Thank you
TSI-Ashleigh

Mon, September 16, 2013

-1 Ottawa,
ON
I've been with tech savvy for one year.
Everything was going well until I moved on August 15, 2013.

They told me they would have someone at my place to set up the new cable modem by the end of August.

It's now September 16 and I still have had no Internet service. After finally getting through after waiting on the phone for over 40 minutes three times consecutively they admitted that they botched The transfer of service and that they haven't even started the process yet.

I can't operate a month without Internet and over three weeks of which is their fault through their own mistakes and their inability to contact me. Even after I asked if they would contact me when they figured out a solution they told me to call them back instead.

This is very poor customer service I've canceled my services and going unfortunately with a larger Internet service provider.
Hello,

Thank you for the review. Sorry to hear of this experience you had with TekSavvy. It sounds like you were affected by our vendor delays that have been happening for the past two months. I am sorry to hear you have cancelled services. I would be happy to review your account and see what has happened here. This will ensure any issues you have presented here do not happen again. Please send us an email with your account details to sm@teksavvy.com.

Thank you
TSI-Ashleigh

Sat, September 14, 2013

-1 Orangeville,
ON
I ordered the switch from Rogers to TSI, giving both companies a 30 day notice. I was told (guaranteed even) that I would have at most one day of down time since it was a simple switch. Long story* but 3 weeks go by with me constantly contacting customer service, requesting manager call backs, and having no one contact me. I had a senior agent tell me that even though my set-up was totally botched they could not credit me the set up cost because that went to Rogers. Baffling, since I paid TSI and they paid Rogers... so they could credit me out of their pockets but refused. Also, they refused to negotiate any credit until my service was connected. Finally my service was connected. I called in demanding a manager and told them I would wait until one was available. They offered me a 2 week credit. Seriously??? I work from home using the internet and save daycare costs. I went to a lot of trouble and expense because of their botched transfer. Nope, 2 weeks is their max. I asked to speak to a more senior manager. I was told that the one I was talking to, "Craig the Floor Manager" was the top of the escalation scale, and no one above him spoke to customers. He told me they don't give employee ideas or any identification so I can't complain about individual agents. I was also told by "Craig" that I could write to the company but not to any senior managers within the company - he refused to give any contact information. TSI screws up and passes all the costs to the customer and offers no compensation. So hooray, I save 5 bucks a month on internet, but I swallow the 300 bucks they cost me by botching their simple transfer. In 5 years I will be back even moneywise.

Fortunately I work in a large company and interface with IT managers, who I have told my experience. And we are freely telling everyone not to use TSI, so I guess the one silver lining is that although I can save others the hassle and cost TSI thousands in sales over a request for a couple months credit and free setup.

* The long story
About 6am on the day of the switch, my internet went down, as expected. Around 6 pm it was still down so I called to check in. I was told to wait until midnight. The next morning it still wasn't on again, so I called in again. I was told that TekSavvy hadn't submitted the request with the required 48 hours of notice (I gave them 30 days to prepare). A technician had to visit as though it were a new account to check the lines and provision my modem.

I asked why they couldn't call Rogers since my line was unchanged (I have cable TV) and I had previously had my modem provisioned through both Rogers and TSI. Apparently TSI cannot directly contact Rogers. A Rogers technician would have to come to my house 5 days later. I gritted my teeth and gave them my cell number as a contact.

On the day of the tech visit, I receive an alert on my phone that my VOIP phone has a message (obv the phone didn't ring since no internet) and it was Rogers saying since I didn't answer I had to reschedule. TekSavvy gave them the wrong number. And it would be another 4 days for a technician.

I stayed home with the phone on and no one came or phoned from Rogers. So I had to reschedule again. They were busy, so I had to wait another week. Fantastic.

Finally, I had Rogers come by, "check my lines" and provision my modem. I had internet.

TekSavvy has no control over their own set-up or technical issues. They rely on Rogers, who have no incentive to care about TSI's customers.
Hello,

Thank you for this review. This certainly does sounds like quite the experience you have had with us to install your services. This isn’t something that I usually see. In regards to credits what you were told is correct we credit an account once the service is active so you can receive credit for the entire timeframe. I would also like to investigate what happened with your account, please send us an email with your account details to sm@teksavvy.com. I will see what has happened here for you.

Thank you
TSI-Ashleigh

Fri, September 13, 2013

-1 Toronto,
ON
I have been with Teksavvy for one year. Everything was super until September 10, 2013. As of today I have been without cable internet service for 3 days. I have been unable to contact a tech support representative by phone, even though I have called at least 3 times daily since the outage. Some of the calls I have terminated at 30 minutes; other calls were terminated for reasons unknown. I spoke with staff at Redbox Solutions who informed me that the wait time for a technical support representative is currently 3 hours. The staffer also told me that the flooding on July 8, 20123 may be affecting service today. I am currently waiting on hold awaiting a technical support representative 30 minutes down...150 minutes to go. Hello,

Thank you for your feedback. Our call volume has been extremely high over the last month, and frustrating for customers and staff alike. We are actively working on remedying the situation.

You can also contact us for support via DSLr, Facebook, Twitter, or email, if any of those options are convenient for you.

Thank you.

TSI Alan

Thu, September 12, 2013

-1 Bolton,
ON
The worst service I have ever had. In the beginning of the August I arranged to move my Internet service to a new location and I scheduled date for moving on August 25th. After moving (August 28th) I connected my modem to the cable and it worked although nobody appeared at my place from TekSavvy or Rogers. Therefore I did not suspect anything bad.

In a few days service did not work. It was Thursday (Aug 29). I was able to get an assistance on the line only on Friday (lines were constantly busy - I waited few times at least half an hour each). They collected all necessary information for opening a ticket (it took 40 min) and said the technician was going to be on Tuesday or Wednesday.

However nobody appeared! When I called on Wednesday evening they shocked me saying that the ticket was NOT opened!!!! I spend time on the phone (again 40 min) providing information for a new ticket and technician was scheduled on Monday at noon.

I had to take a day off on that day. And one more surprise. I finally got a call from technician but they sent him to the old location I moved from 2 weeks ago!!!!!

I called them again and they said that my service was not moved!!!! They proposed new dates for moving on this weekend but I cannot get a confirmation when exactly. Every time I am calling they switch me to customer service that never picks up the phone (I am waiting at least 30-40min each time)!!!!

Their service is awful. If you need reliable service run away from TekSavvy!!!
Hello,

Thank you for this review. I’m sorry to hear of these issues. I am curious to see what has happened with your account. If you can message us through DSLr Direct Forum, Facebook or the TekSavvy Forum I will be able to look into this further for you and fix your account and your move order.

In regards to wait times, we are aware there are wait times. We are in the middle of the busiest time of year for us; back to school season. We have ensured there are many ways to reach us. TekSavvy can be reached through DSLr Direct Forum, Facebook, Twitter, TekSavvy Forum, TekSavvy Chat. There are many ways to reach us other then the phone lines.

Thank you
Ashleigh

Thu, September 12, 2013

-1 Arnprior,
ON
Lousy customer service and you can't talk to anybody !! Hello,

Thank you for the review. At TekSavvy we do understand that during the new school year it is our busiest time in the year for us. We at TekSavvy have ensured there are many ways to contact us other than using our phone lines. TekSavvy can be reached through DSLr Direct forum, TekSavvy Forum, TekSavvy Chat, Facebook and Twitter. We are always happy to assist and ensure everyone that is contacting us is able to speak to us in a timely fashion.

Thanks again
TSI-Ashleigh

Wed, September 11, 2013

-1
If you are considering TS - STAY AWAY! I was without the service for two weeks, far from a positive experience. Every time I called, I had to wait on the phone for an hour to hear that my problem will be resolved within 48 hours. It wasn't. I canceled the service at the end. One of the support techs told me there are thousands like me and that is because TS doesn't have enough IP addresses for all clients. I guess they are betting that not everyone will log on at the same time, kind of like selling gym memberships exceeding the facility capacity. Basically, they are selling a service they can't deliver and they know it. Hello,

Thank you for the review. I apologize you were without service for two weeks. TekSavvy most certainly has enough IP addresses to all of our customers. Sometimes however when there are IP address depletion it is not due to TekSavvy not having enough IP addresses, most times it is because our vendor has not informed us we don’t have enough and we need to send more. When they delay telling us to send more along this then will disrupt our customer’s service while we send the vendor more. Most likely however you being without service for a few weeks however were because of delays in response from our vendor, these delays with our vendor has delayed many of our customers and also upset many. We are currently aware of the delays and are working to reduce them. You can follow the CEO through our DSLr thread and see what is he is saying about these issues.

https://secure.dslreports.com/forum/r28626662-Cable-Delays-and-Outages-status

Thank you
Ashleigh

Tue, September 10, 2013

-1 Ajax,
ON
I have been with Teksavvy for over 10 years. In the past year, their customer support service and email server (pppoe.ca) has been unacceptably bad. For the past year, you have to wait at least 1HR before you get someone on the phone. They have been saying we are working on the personnel problem but the situation is not any better for a year now.
I also use teksavvy email server (pppoe.ca) and it has been so unreliable for the past 5,6 months. It is down almost everyday. I called tech support and they said "mail server is not our core service so we can not provide a reliable service like gmail and suggested that I should switch to using gmail or hotmail".

I am now trying to cancel one of my accounts with teksavvy and I have been on the phone so far for 30 hours (and still waiting) but can not get someone on the phone?

Hello,

Thank you for your feedback. We understand that our email servers have been problematic for customers over the last few months, and sincerely apologize for the inconvenience. Our NOC team is actively working with our developers to get the email platform stabilized.

We are also actively working to get the call-in wait time issues resolved.

Regards,

TSI Alan

Tue, September 10, 2013

1 Arnprior,
ON
I just signed up with Teksavvy last week. Service start was delayed by a day, but that was Bells' fault, not TS. The agent on the phone was both knowledgeable and friendly - She was paying attention, too, as the number I had given her for DSL didn't match what was showing up in the call display - if that had gone through, it would have been days of delay. Speed is excellent, setup was quick. The printed materials they send with the modems are cute/funny :) Hello,

Thank you for the excellent review! Good to hear your experience with our agent was a positive one, and the service is working well.

That is the TekSavvy experience we strive to give all of our customers.

We're delighted to have you as a member of the TekSavvy family!

TSI Alan

Tue, September 10, 2013

-1 Guelph,
ON
signed up for a dry loop DSL service, bought the modem, and was told to stay home from 8 - 5 on for installation.

Called mid-day to confirm tech was coming, and was told that the original information was wrong. Need to be home from 12 - 9 for a dry loop install and two techs needed to come, one from Bell and one from TechSavvy.

Bell Tech arrives at6 p.m. and when he hears that TekSavvy is also sending an installer, he says they will check the connection to make sure it works and leaves.

No other technician shows up.

No internet service, Trouble shooting does not resolve.

Call Customer Service next day, wait 30 minutes and told that the information given was wrong. That only one tech arrives for a Dry Loop install. Told to call Tech Support where there is a 90 minute wait.

Call back that evening hoping for less wait time. Tech support says to power modem off and on. They offer no solution or suggestions for next steps.

Call Customer Service to cancel and they say call Tech support again.

Call Tech Support again, still no solution, say we want to cancel and they say call Customer Service.

Call next day to cancel and CSR tries to review file despite my stating very clearly several times, "I want to cancel".

Paid for a model outright that s no good to me now, made 14 calls and spent several hours on hold, and still do not know if I will be billed for the non existent service I had for three days.

Disappointed as I had heard good things about Teksavvy.
Hello,

Thank you for this review. Sorry to hear of this misinformation. DSL appointments that are from 12 pm – 9 pm are for Fibre Optic installation connections or our DSL connection from 7 mbps and up. Dry Loop connections we recommend that someone is at the home, because the technician needs to create the dry loop (ghost line) for the service. They also may need access into your home to complete the connection depending where you’re connections are located in your home. In regards to cancellation both Tech support and Customer service would have been able to transfer you to our cancellations department there was no need to be sending you back and forth between the two departments. I would like to review your account and see who you were speaking to. I would like to ensure the agents you spoke to know proper procedure for our DSL installations and they also need to be given the correct information for cancellations. If you can message us through DSLr Direct Forum, or Facebook direct Message with your account information I will be able to investigate your account and ensure these agents receive the proper coaching to ensure they fully understand our policies and procedures with our service.

Thank you
Ashleigh

Mon, September 09, 2013

-1 Pickering
Been with TS! for about four years. Was their biggest fan. told anyone who would listen about the little guys in Chatham who offered more for less and best of all their call center was located in Canada. All problems I had were my fault for monkeying around and their knowledgeable and courteous Teckies helped me out. This has all changed. After loss of service august 3 2013 (my fault again)and after four days of calling, accounting, new orders, teck support, anyone, I could not get a soul anywhere in this company to pick up the phone. If I had my car in for service and after two days of constant calling waiting up to 75 minutes on cellular I would never take my car there again. We managed to cancel our service by letter. these guys are going from the darlings of the industry to the nightmare of the industry! Hello,

Thank you for your feedback. It is regrettable that your experience over the last month has not been a positive one. Our call volume has been extremely high, and frustrating for customers and staff alike.

We are actively working on resolving this situation, and hope to have an opportunity to serve you again at a future date.

Kind regards,

TSI Alan

Sat, September 07, 2013

1 Toronto,
ON
Experience with Teksavvy has positive with a caveat, as in many of these posts, not a Teksavvy problem. My history. Was with Rogers and switched to Teksavvy, reasons being many, but decided to switch. The switch over was flawless, waited 30 days, a Rogers condition shackling Teksavvy, modem arrived in time, when the Rogers service stopped, I switched out the modems and voila excellent service within 5 minutes and for two weeks all happy and then nothing. Modem diagnostics showing no signal, 0 everything. Called Teksavvy, yes I was waiting for a long time, but they ran me through the same diagnostics and raised a trouble ticket with Rogers. Had to wait 5 days for a Rogers technician. When they arrived they diagnosed as "apparently your cable connection was disconnected from the box" how. one can only guess. I asked the service person, but he didn't know how that could possibly happen to a Rogers enclosure that showed no damage or tampering. Since then have been back up and running no problems.
Teksavvy needs to review their SLA and hold Rogers to it and for us consumers not to jump back when Rogers or Bell pull these stunts. Rogers is forced to share the infrastructure that Canadians have helped paid for, if Rogers wants to dispute I am more than willing to review their financial records, but they are implementing unfair tactics to weaken third party ISPs. Rogers needs to be held accountable for this practice and hopefully the government has seen what is happening and levels the field.
Hello,

Thank you for this great review! I’m very happy to see that your service was installed without an issue and the speeds are where they should be. I apologize if your service was accidentally disconnected on you, however I am happy we were able to contact the vendor and have it fixed for you in a timely manner.

Currently with the vendor delays that are delaying our customers significantly I can tell you that the CEO of TekSavvy is aware and working to resolve these vendor issues with the CRTC. If you follow us through our TekSavvy DSLr Forum you can follow along for yourself. Here is a recent post our CEO posted regarding our current vendor issues. www.dslreports.com/forum/r28626662-Cable-Delays-and-Outages-status

Thank you again for this review.
TSI-Ashleigh

Thu, September 05, 2013

1 Burnaby,
BC
Just got connected, tested speed and it is as promised about 25 down, and about 2 up.
Had to wait few extra days for installation due to miss-communication between texsavvy and shaw, but not a deal breaker. Installer showed up on time, and as long as speed and service persists, I will be more than happy with teksavvy.
Hello,

Thank you for the review! Great to hear the service is working as it should for you and you are receiving great speeds.

Thank you
Ashleigh

Wed, September 04, 2013

-1 Arnprior,
ON
It's getting worse and worse !! Hello,

Thank you for this. If you need any assistance please direct message on our Facebook page with your account information.

Thank you
Ashleigh

Tue, September 03, 2013

-1 Toronto,
ON
I am writing this review after appalling customer service by TSI. After waiting a week, I am waiting for a technician for my service to be moved. This costs me $65 because TSI is too cheap to at least partially absorb the costs of using Rogers technicians. I never receive a confirmation email. So I called on the weekend to confirm and a TSI CSR assures me that I can escalate if I do not hear from TSI by my move date today on Tuesday. Well my move date came an went. After waiting on the phone for 45 minutes for a CSR, she comes on and makes me wait another 15 minutes on hold. Then she returns to give me excuses upon excuses as to why my move date confirmation has not come through after a week. She then goes on to say this cannot be escalated until 5 business days have passed. Are you kidding me?! The cherry on top is I am in the middle of asking her a question and she hangs up on me! This customer service is absolutely disgusting. What am I paying $65 for if TSI can't even verify or confirm my move? This is so ridiculous. It makes me so angry that they charge their customers for the move but do absolutely nothing to smooth things along. Reading all these reviews of people waiting UP TO 3 WEEKS makes me sick. Easy for TSI to blame the vendor and just talk over the customer and do ABSOLUTELY NOTHING.

Second awful part about all this is TSI has been charging me the same rate for 18MBPS as the 25MBPS. They did not even bother informing customers of the upgrade and instead just leech us for our money. I don't know why I switched to TSI. It really feels like I made a mistake.
Hello,

Thank you very much for this review! Sorry to hear your move order has been delayed. Currently our vendor is significantly delayed with responding to our requests. I can assure you however once we have a confirmed appointment time frame we will contact you. I also apologize if the phone line was disconnected while you contacted us. The agent should have contacted you back if your phone number was available to them, unless another call came to them right away and they were unable to call. When we upgraded our packages it was certainly informed to our customers and posted on our website, forums, Facebook page and twitter. I apologize if you didn’t see any of these postings. If you would like us to investigate this, please message us with your account details on our Facebook page. We are happy to look in to this for you.

Thank you
Ashleigh

Tue, September 03, 2013

Comment Montreal
After a 32-minute waiting time with the customer service (BUSINESS SALES) because the 1-877 number for "regular" sales was busy (found that weird), the guy told me on the phone that the waiting time for customer service is between 20-30 minutes, while as for technical support is 30 min - 1 hour.
THANKS, but NO, THANKS!
Hello,

Currently we do have a wait time for our phone agents as it is back to school season and we are busy. We have many agents on the phones working to get to everyone calling in a timely manner. However there are many ways to contact us other than using the phone line. TekSavvy can be contacted through our TekSavvy Forum, Facebook, Twitter, TekSavvy Chat, DSLr etc.

Thank you
Ashleigh

Sun, September 01, 2013

1 Kitchener,
ON
I've been with TekSavvy for over a month now and I couldn't be happier with their service. The customer service rep (I wish I remembered his name) who helped me pick a package suitable to my needs was very polite and helpful. He explained setup having to be a three day window, which was fine with me. The Rogers guy came on the first day within the first hour of set time frame (but called an hour earlier to notify me) and set up was all of five minutes. It's been smooth sailing since. Hello,

Thank you for the great review. I’m very happy you are enjoying the service. I’m happy the Customer Service agent you spoke with to set up the order was specific with our installation procedures and that the installation went smoothly for you. This is wonderful to read.
Please keep us updated on your TekSavvy Journey.

Thank you
TSI-Ashleigh

Sun, September 01, 2013

-1 Thornhill,
ON
If you like waiting on the phone for 4 hours at a time whenever you have a problem, then Teksavvy is for you. Hello,

Thank you for this review. I apologize if you have experienced some hold time recently. We have many new agents on the floor to combat wait times. There are many ways to contact us if you have a questions or concerns other than using the phone lines. TekSavvy can be reached through Facebook, Twitter, DSLr, Email, TekSavvy Forum; and our new TekSavvy Chat.

Thank you
Ashleigh

Wed, August 28, 2013

1 Montreal,
QC
I'm with teksavvy since april 2013 (dsl 7). I was with bell before. Really happy with the service. The upload speed is a little bit less than expected. The download speed is good. Never got problem.
Hello,

Thank you for the review. Happy to hear your enjoying the service. Please keep us updated on your TekSavvy Journey!!

Thank you
TSI-Ashleigh

Tue, August 27, 2013

-1 Ottawa,
ON
How do you take a great company and turn it into a mind blowing disaster that has no respect for the customer and a complete lack of accountability for horrific technical service. TekSavvy has these and many more answers for you.

Let's see what I have in common with other posts here:
1. Average waiting time of 60 minutes to speak with someone. Check.
2. Technical response to every question: it is not our fault, it is the fault of the company that we rent services/infrastructure from (in Ottawa that's Rogers).
3. No we do not have any diagnostic tools to figure out why you pay us money and we do not provide you good service. It must be yours or Rogers' fault. Try a modem swap.
4. You've been without internet for 10 days? Sorry to hear that we can not give you a time when it will be resolved or when we will give you an update on anything. Please enjoy our complementary on hold music, now featuring Adele.

Teksavvy used to be good when it was small, now it has the technical prowess of honey boo boo combined with the customer service of a honey badger.

When choosing an Internet Service Provider I would recommend you choose one that provides Internet Service. If you would like to send money without receiving any service, please send it to me and I'll put on some Adele for you as you sit by your phone watching your minutes get used up while you wait endlessly for nothing and no one.
Hello,

Thank you for this review. If you are having an issue with your service we would like to help you. Please feel free to email us at support@teksavvy.com so we can look into the issue you are having and find a solution for you.

Thank you
TSI-Ashleigh

Thu, August 22, 2013

1 Cambridge,
ON
We were very skeptical based on all of the negative reviews, but we had one person, that we actually knew, who had used, and still uses, Teksavvy as their ISP. Their review was positive. We're so glad we weren't scared off! Set up over the phone was very easy thanks to the friendly lady who knew her job very well. We were hoping for hook up sooner than later as we had holidays and guests coming (we opted not to get cable TV or phone in our new home - cable internet only). She gave us a hook date less than a week from that day and asked me for 2 other days in case the Roger's tech couldn't make it. We also chose 8-11am as our preferred time for the tech to show up. To our appeasement, the tech arrived at 8:10am on our preferred date! Hook up was easy, worked immediately. My only complaint would be more on the Roger's side as the tech seemed very grumpy. He actually said something about Teksavvy taking business away from Roger's. Sorry Dude, feeling pretty good about not going with Roger's right now! Been with them for just over a month and received, by email, my bill for next month. Very simple. One thing I wouldn't mind seeing though would be the bandwidth usage as we didn't go unlimited. Not sure where to find this. I just wanted to get this review in to sprinkle a positive review amoungst the slew of negative ones for people, like us, who take ratings fairly seriously. The comments about the customer service are yet to be seen on our end beyond the hook up, but as of this point, we are very satisfied with our decision to go with Teksavvy. Thank you for the delightful review, we genuinely appreciate the time you have taken to write this. We are very happy to have you and all customers apart of the TekSavvy family and we look forward to a long relationship.

As for usage monitor, this is something in the works but has not yet been released for use. We again welcome you to the TekSavvy team! Happy surfing!!

Mp

Sun, August 18, 2013

-1 Montreal,
QC
MON EXPERIENCE AVEC TECKSAVVY

J'étais avec VIDEOTRON auparavant et le service était bon. J'ai changé pour TECKSAVVY puisque les forfaits et prix me convenait mieux. Leur site mentionne un branchement en 2 jours (je suppose "ouvrable") jusqu'a un maximum de 10J. Raisonnable selon moi. Suite à mon inscription, j'ai reçu le modem en temps record de mémé que le paiement sur ma carte de crédit. Aucune nouvelle cependant de eux par la suite. Exactement 10 jours après l'inscription, je reçois un courriel me mentionnant que mon branchement est prévu dans 16 jours ?? J'appel pour me désabonné puisque j'ai besoin d'internet dès maintenant et que cela ne représente pas l'offre. À ma grande surprise, le service de cancellation ne parle pas français ce jour là. Le représentant m'explique alors en anglais que j'aurais des frais de près de 30$ pour reprise de modem?? Ils ne peuvent non plus rembourser directement sur la carte, ils doivent envoyer un chèque lorsqu'ils recevront le modem... On me mentionne que je recevrais dans les 2 minutes un courriel de cancellation avec les informations. Courriel que je reçois le lendemain avec seulement mon numéro de cancellation. Aucune information sur les frais de cancellation ni l'adresse ou je dois retourner le modem. Je dois donc les recontacter. Pour la suite, je vais donc payer les frais de reprise mais aussi tenter d'agir en bon client et trouver tous les sites d'évaluation, CRTC, Protégez-vous et autres afin de relater cette très mauvaise expérience. (Ne vous gênez pas afin de me conseiller des site populaire).
J'aurais aimé connaitre ce site avant.
Bref, je ne peux commenter le service internet à proprement dit mais le service client (ou plutôt "mise en service) est selon moi lamentable. Je tiens à mentionné par contre que les employés ce sont toujours montrés polis.

Sat, August 17, 2013

-1 Oakville,
ON
I am writing from my phone as the Internet service from Teksavvy has dropped yet again. Despite hours on tech support lines and waiting a total of 27 hours for technicians and doing a modem swap, we have not had stable service since beginning with Teksavvy on July 11, 2013. I'm now trying to cancel the service with a full refund. This is proving very difficult. I cannot recommend this provider.
Hello,

Thank you for the post. Sorry to hear your service is not working currently. Please email us at sm@teksavvy.com so we can assist you with troubleshooting and we can find a solution for you.

Thank you
Ashleigh

Fri, August 16, 2013

-1 Toronto,
ON
will never recommended this company to anyone. Poorest customer service ever. I was supposed to get internet connected three days ago but no one came or called. After 8 calls to customer service and waited over an hour to get the technician on the phone each time. Finally someone answered and told me i have to wait they have to send someone to connect the internet and it will be next week. I already paid over 220 including modem and first month pay and activation fee which is non refundable. DO NOT GET THIS SERVICE. ONCE YOU PAID OVER 200 THEY DO NOT CARE ABOUT YOU AND YOU WILL BE WASTING HOURS AFTER HOURS TRYING TO GET HELP. Hi There,

I'm very sorry to see how frustrated this situation has made you. You do pay for all of the services up front, however the first month you have paid for does not begin until you are active, so although there has been some unfortunate delays you are not paying for this downtime.

I would be more than happy to look for an update for you to see what is going on in your account, to do so please feel free to email sm@teksavvy.com with your account info so we can rectify this situation.

We care about every customer and do not like to see these kind of experiences. We hope you give us the chance to fix what went wrong in your account.

Have a great day,
Liz

Fri, August 16, 2013

-1
QC
What a NIGHTMARE! Install was promised within a week, I went a bought a modem with 15 days return policy, get a phone message next day - the install is moved to almost three weeks from now and actually, no certain date has been promised so it could move again!

Call customer service, request a refund - they can not refund back to the credit card that I paid with and will have to mail a cheque.

I am afraid to call and ask what the refund will be, I think I just lost $85 activation fee due to a very unfortunate decision to get a small unknown ISP instead of a reputable company.
Hello,

Thank you for this review. I do apologize for any of our vendor delays which are delaying installations for our customer’s currently. I would be happy to look into this for you. If you can email us at sm@teksavvy.com we can look into this further for you.
If you have cancelled and requested a refund prior to activation of the service, then the refund will be everything you paid in the prepaid for services.

Thank you
TSI-Ashleigh

Mon, August 12, 2013

-1 Arnprior,
ON
Been with this ISP for over10 years. This last year since January has been a nightmare !!

Bad service, incompetent personnel, impossible to contact by phone.

Definitely time for a change
Hello,

Thank you for this review. I apologize your recent experience has been less then stellar. I would like to look into your account and review where we may have gone wrong. I would also be happy to assist you with any issues or questions you may have. Please feel free to email us at sm@teksavvy.com

Thank you
Ashleigh

Fri, August 09, 2013

-1 Gatineau
I had Teksavvy in the past and they were great, especially on the technical side with never a fluctuation in speed or any sync issues. However, when I called this past June they were supposed to hook me up in 3 weeks, either July 4 or July 5. We are now August and I’m still not hooked up. They sure charged my installation fee and first month quick though. They even charged me a second month and now owe me over 200$. I had enough and told them to cancel and refund me. At which point I called Montreal-DSL to sign-up with them, only to find out that they’re just a Teksavvy reseller. Now I’m having to contact Teksavvy again to tell them to send me the refund they owe me and that I never would have signed up with Montreal-DSL if I knew they were nothing but a Teksavvy reseller. They like to blame EVERYTHING on Videotron. I’m sure that Videotron is not crazy about hooking up customers for their competitors, but at some point Teksavvy needs to take charge of a situation and take care of their customers. It’s a shame because they used to be a great company, and I’m sure that you won’t get any technical issues once you ARE connected, the problem is customer service and getting connected in the first place. I have seen many other reviews like mine on this site and others and I am really disappointed that what used to be the best way to give Bell, Videotron and Rogers the middle finger, is now no better than any of those companies, other than their prices. We sincerely regret that you have had such a negative experience. We would certainly like to investigate this issue with you and turn your negative experience around. Regretfully we are experiencing vendor delays which is delaying installations much further than our regular installation times. Please reach out to us by emailing support@teksavvy.com and we can investigate this with you to work towards a resolution. -mp

Sat, August 03, 2013

-1 London,
ON
I've been with TS for over 2 years, and referred many friends and colleagues over that time. I'm dropping TS due to their ineffective customer and account service. Few months ago I ordered a phone line to work from home, they screwed up and activated it late. Now I need more upload speed so bought a new modem this week....

Me: I have this new modem, here's the info from it, can I get it working tonight?
TS: Wait 2 days
Me: I need it done tomorrow, can you please expedite?
TS: We can expedite after 2 days
Me: (TS doesn't even know what expedite means, this is bad)
... 2.5 days later...
ME: Is my new modem registered? Can I do my speed upgrade?
TS: Modem was done two days ago. Speedchange has to wait until next bill cycle.
Me: (Tries new modem)It's not working. And why the wait for speed change, just do it!
TS: Modem could be another 2 days. Monday's a holiday so maybe Tuesday (unintelligible babble from an agent who just does not know his stuff)
Me: That's a week after I called, expedite this!
TS: That's our policy

Even the TS direct support on DSLreports gives me the same crap. Am I the only one who expects an ISP in 2013 to respond better than this? Changing ISPs is such a pain but I can't keep paying for this "service".
Hello there,

Thank you for your review.

We certainly do apologize for our vendor delays. I assure you that we have done all that we can for you up until now. We are currently waiting on a confirmation from our vendor. Unfortunately we have no control over these delays and we are unable to speed up the process. We have escalated the issue to our vendor to try to speed things up. We are now awaiting a response on that escalation.

Again, We apologize for the delays and thank you for your patience.

Thank you
TSI Shawn S

Wed, July 31, 2013

-1 Toronto,
ON
As my wife and I are seniors we chose to reconnect our internet again because of previous experience,reliability and reputation of Teksavvy.What a mistake.Signed up July 17/13 for connection on Aug.1/13.Purchased modem etc for a $220 bill.Did all required processes like cancel old ISP for confirmed disconnect date July 31/13.This new connection was supposed to happen remotely Aug.1/13.Now the nightmare begins.Receive email July 25/13 saying that my cable order was rejected.Back on phone to begin a series of conversations that changed often.Now a technician would be required to attend instal.The time I have wasted on this strait forward transaction is ridiculous.Now we have to set up new connect date from which I had choice of Aug.1,2 or 3.Today is July 31/13 and no email for connection.On the phone again only to be told that Rogers screwed up and have to be put in line again for 1 week away.For 2 seniors that rely on internet for various medical and communication issues we now are put in a very dicey situation.Finally requested to speak with supposed supervisor for some help.I was told with little compassion that this was the way it had to be and that if I wanted to cancel the cost to me would be approximately be $50. So here we sit at the mercy of Teksavvy with no internet.$220 spent and must wait again (maybe) for new service.I was one and was up to this experience one of Teksavvy's biggest fans.How times have changed for the worse.

CID271998
Hello,
Thank you for this post! I do apologize for this matter, I do see this has been posted through DSLr and we are assisting you through that channel. I can assure you we will have this resolved for you in a timely fashion and have everything corrected for you.

If you have any other questions or concerns please post to your DSLr thread as we watch all these channels.

Thank you
TSI-Ashleigh

Tue, July 30, 2013

Comment Ottawa,
ON
Signed up for DSL service last week. was given an installation date and was told my services would be set up at that date as long as first payment was made on time. I paid on time, and can confirm from my bank and by the email teksavvy sent me. I got a call yesterday while I was in class (as i am a student) from teksavvy, at which point I informed the rep it wasnt a good time. she proceeded anyways, and told me that my payment was received late and the date booked could no longer work. I knew this was bullshit, but alright. she offered me an alternate date that was not acceptable. I told her this and that I would call back to set a better date. she booked the bad date anyways.
I just called today to see if something could be worked out. the reps I talked to were nice but basically spelled out that there is nothing they can do. I go to school full time and work a full time job. I do not have the free time required (nor do I know people who could wait for an installation for me) for insane installation windows available. I'm already out a good chuck of money because I booked the initial installation day off of work. I'm already screwed for school because of this, as some of my projects require me to upload large files (5-10 gb) to a school server. I can't do this now and I'm outright screwed for some of my classes.
seems the only option I have is to cancel my services before they even happen (and even then I'm only assuming I'd get a full refund).
Hello,

Thank you for this post!! Sorry to read of this inconvenience for your installation. We would like to look into this matter for you and find a solution for this for you that works around your school schedule. Can you email us at sm@teksavvy.com so we can assist you further?

Thank you
TSI-Ashleigh

Wed, July 24, 2013

1 Toronto,
ON
Seamless transition from Rogers. I submitted my order online, waited for my Rogers to expire and then hooked up the new modem. We didn't miss a beat. Speed is much better than I was getting on the same plan with Rogers - despite the threats from the Rogers sales people. Now I'm enjoying 5 times the cap for 30% less. Welcome to the TekSavvy team its great to have you on board! Enjoy the savings and gig caps!

Tue, July 23, 2013

1 Richmond,
BC
I left Distributel when they tried to raise my rates by 30% and lower my internet speed (all in the name of 'better service'?! Switched to TS and have been very-very happy. I'm paying 30% less now than Distributel, and my internet speed is at least 25% faster! The switchover was painless, and I never lost connectivity (Unbelievable!).

If TS is available in your area, you really need to check them out.
Hello there,

Thank you for your feedback here and welcome to the TekSavvy family! Thank you very much for the recommendation. If you ever have any questions or concerns, don't hesitate to let us know!

Thank you,
Keith

Sun, July 21, 2013

-1 Toronto,
ON
I've been trying to set up with TS for a few weeks now. And due to my always changing schedule it has been difficult to find the time, and once I had a time set, the tech didn't show up. Instead they showed up a few days later with no precall or warning. I wasn't home at the time.
TS makes no effort to try and address the situation or even acknowledge it. Every email is responded to with the same generic please reschedule by following the format below...

Currently looking for another provider.
We regret that we have had scheduling issues and the miscommunications we have had with you. We would regret loosing you as a customer over this inconvenience and we would like to improve your experience to show you that we truly are different in a good way. If you could please email us me at mpackham@teksavvy.com I can most certainly investigate and work with you to improve your overall experience and obtain a new confirmed date that will best fit your schedule.

Thu, July 18, 2013

-1 toronto,
ON
They never gave me internet and refuse to refund me.
I read some reviews and decided to give them a chance but I made a terrible mistake. They never made the internet connection on the day I wanted. After 4 days of waiting I was still without internet. They told me their agent didn’t take the modem number properly over the phone and I had to wait another week again. I said no I don’t want to and went with another provider who managed to send a technician that same day I called. So I never got any internet from techsavvy. When I asked for a refund on my prepaid amount of $115 on the day I cancelled, the sales rep said he would put in a request and I should get my cancellation cheque within a week.
It’s been 3 weeks later and I never got anything and never heard back. I wrote them and email and a rep wrote back saying I am not getting any refund because there was something wrong with my modem and to contact a sale staff. This really pissed me off because they never gave me any internet and the modem I bought was brand new and according to their posted list on their website. Moreover, they have no technical support, useless manager.
They only have sales staff which get you hooked but the company don’t deliver proper service or the goods afterwards. I have to wait hours before I can speak with someone and it’s been such a waste of my time and when you manage to get someone to speak with they toss you around like a ball so you end up waiting again on the phone and re-tilling your story again until you are so fed up of waiting that you give up.
Stay away from them unless you have, time, money and patience to waste.
We sincerely regret that you experienced such a negative impression of TekSavvy. I would like to look into this issue with you further and investigate where we have gone wrong with your order, how we can improve in the future as well as investigate the status of your refund. If you could, please email me your account information to mpackham@teksavvy.com.

Thu, July 18, 2013

-1 Toronto,
ON
I've been with Teksavvy for just over 2 years now, never had a problem until my recent move. Numerous changes in dates for installs only to be told I needed a DOCSIS 3 modem, Ok i'll play along. Get the modem($106 still in box) next day so I could make the install date which was 4 days later. The modem was not approved until A WEEK later, no phone calls or emails. It has been a month and i'm still without Internet but its ok because Teksavvy is still charging me for a service I don't have. This is unacceptable, first it was a back order of customers, then it was "delays due to the flood" whats next? delays due to heat? I don't want to hear how its Rogers fault or some lame ass excuse. I just want what i'm paying for. This is completely understandable, we can most certainly investigate what is happening and how we can correct this. I regret that you have has such a negative experience and we would like to review your account accordingly and look into the options that we can take to get everything rolling for you. Please email us at Sales@tekSavvy.com with title Canadian ISP review with your contact details, account information and a summary of the issues you have experienced. We again apologize for the troubles.

Thu, July 18, 2013

-1 Edmonton ,
AB
I ordered teksavvy's unlimited 6mbps dsl service on June 27th 2013. The online application prompts you to choose a date for your install. I chose the 4th of July. As I waited home from work I got a call from teksavvy stating that the Telus technician that was supposed to arrive for the install has cancelled and pushed my install date to the 12th. The day of the 12th, taking another day off work, the Telus technician arrived but could get the install done due to the fact that the last Telus technician did not leave the key for the electrical room in our buildings lock box. I called teksavvy back the following Sunday, July 14th asking the status of any sort of rescheduling. None had been done but I had the option of either the 18th or 19th. I chose the 18th. Today is the 18th and I still hadn't seen any technician. Once again, I called teksavvy to ask if the technician had been dispatched and the status of my service. Apparently, on the 16th of July, I was scheduled for the install on the 23rd of July, without any knowledge prior to me calling. Right there and then I made the decision to cancel my service that I never got but did pre-pay for.

In this users opinion, teksavvy and the companies lines that they are using, in this case Telus, need to work on their communication skills. I do not blame teksavvy for the 12th, or the first failed attempt. That's on Telus. But the fact that no communication was done towards me, a customer, about a rescheduling is totally unacceptable. All I can do now is wait for my refund. Such a shame that a company that I've heard such good things about from other people had to disappoint someone who had high hopes.
At TekSavvy we strive for customer service excellence and we apologize that we have fallen short of that with you. We are always working to improve areas of communication between TekSavvy and the Vendor, as well as TekSavvy and the customer. We can use your experience to better us and improve our problem areas and we sincerely apologize for the negative experience you have had and we hope that as we continue to grow and improve that you can give TekSavvy a second chance at holding true to the great things you have heard. We again apologize for your troubles.

Wed, July 17, 2013

-1 Montreal,
QC
Terrible customer service, long wait time, takes more than one phone call, each longer than an hour as they ask us to fix their internal problems (they ask us to talk to customer services to fix a billing issue as it originate there, lost records on their side,...). Very non professional, not helpful.
Besides, they increased the rates just after we signed in. Very bad deal.
Customer services speak poor French too.
We sincerely apologize for the negative experience we had. We are always working to improve and provide the best experience we can. If you would like to email us a brief summary of the issues you have experienced we can certainly look into this for you and work to resolve any existing issues you have faced. Email address is Sales@teksavvy.com

Sun, July 14, 2013

1 North Vancouver,
BC
Although getting confirmatio of the install date was a drag, I've been using Teksavvy at 25 down/ 2.5 up for 6 weeks now without a hitch. Mind you, speed goes down to about 16-18 down during the late afternoons/evenings but I assume that's true of any ISP using Shaw. Hello there,

Thank you for your feedback, it's greatly appreciated. I'm sorry to hear you had a bit of a rough start but it's great to hear you're happy with the service now!

With that being said, I'm not aware of any congestion issues that we are experiencing out that way. It might not hurt to get in touch with tech support about those evening slow downs.

Thank you,
Keith

Sun, July 14, 2013

-1 Ottawa,
ON
TekSavvy used to be awesome - they used to be the antithesis of Bell and Rogers. Now they're just like them. No deviation from the troubleshooting scripts; no customer service. And, I'm out. Hello,

Thank you for the feedback. I've very sorry to hear of this. However, we'd like to look into what went wrong here. If you wouldn't mind emailing us at sm@teksavvy.com with your account info and a description of your concerns we'd appreciate it.

Thank you,
Keith

Sun, July 14, 2013

-1 Thornhill,
ON
My internet stopped working this morning, technical support determined it was problem with the line after 1.5 hours on the phone. I am told it will take Bell 24 to 48 hours to contact me to just set up an appointment. I am not sure how in this digital age this is an acceptable level of service! My switch to Teksavvy was prompted by my involvement with open media, but now I am seriously considering switching back to Rogers as I never waited for more than 6 to 8 hours for technical issues to be fixed, please give me one reason why I should not. Hello,

I'm sorry to hear you're having difficulty with your service. And equally sorry for the delay here. Unfortunately when submitting tickets to our vendors the response times will always be "up to" 48 hours.

Thank you,
Keith

Tue, July 09, 2013

-1 Montreal,
QC
I have been with Teksavvy since 2007. Never had an issue all was good until 2 months ago when my speed drastically went from being ok to not being able to watch YouTube and download at the same time. Then I decided to go higher in speed, and that is when my nightmare really started. I was told I could change my service through Twitter. Was not told of any money except a $20.00 fee. A few days later I get a package in the mail, it's a modem. Had no idea this was being sent, was not told my credit card would be charged over $200.00 and instead of Teksavvy righting a wrong their CSR agent did, they pretty much told me no deal. So I decided to go to Bell. That is another story! I had a change of heart and decided to cancel my Bell contract. I was given a ref. number, this was a Friday. I was called on the Monday after if I wanted to keep my DSL with Teksavvy. Told them yes and do not let Bell take my phone number. I was assured that all would be ok. I only found out 2 days later I had no phone service. I called Teksavvy to find out why and they told me they no longer had my home phone number as I had both phone and Internet with Teksavvy. After over 7 hours of being on the phone with both Teksavvy and Bell, with Teksavvy having to wait over half and hour each call, I was assured by Bell my line was free to have Teksavvy take over. I call Teksavvy to give them the ok to get phone line and they tell me it's a new service I would have to pay another activation fee for home service. Bell got my phone line back in their hands because they had released it and between Bell and Teksavvy I will be without Internet today. I have breast cancer. I am being monitored by my oncologist. They call me for my appointments and have to keep my home phone number. My husband does a lot of on calls for work. If you want to stay sane I highly suggest you do not deal with either company or a Teksavvy reseller. They have caused me nothing but grief. I even had one CSR contact me through email with a veiled threat that they monitor social media. I informed her that all I said I could back up in hard copy. The fact that Teksavvy charged my credit card without informing me of the cost would land them in hot water with the CRTC and the CCTS. They assured me they would refund all the money they charged me. I am waiting for that. There is a lot more to this nightmare but I don't know how much more time I have left before my net is disconnected. I just want to make sure if you do go with Bell or Teksavvy, record your calls and keep all communications you get. If you use Twitter take screen shots and make sure you have email notification on. This is what I did and the proof I need. We apologize for the negative experience you have had. Unfortunately due to the amount of notice we had been provided we did not have time to cancel your porting request from TekSavvy to Bell. We sincerely apologize for the situations and issues you faced and wish we could have come to a better outcome.

Thank you for your time with TekSavvy, we regret to have lost you as a customer.

Martin

Tue, July 09, 2013

-1 mississauga,
ON
The net has been down for almost a week . We have been complaining every day and always the same reply- 'we are experiencing connectivity issues in some areas' Hello,

Thank you for the review. Sorry to hear your having connection issues. We are having connection issues in some areas currently, however we should never assume you are part of any issue without completing troubleshooting first. We would be more then happy to assist you with some troubleshooting to fully diagnose and fix the issue for you. If you would like to email us at sm@teksavvy.com we can assist you further.

Thank you
Ashleigh

Tue, July 09, 2013

-1 St. Lazare,
QC
I moved from Bell to TekSavvy after my Bell bill finally escalated to exploding point. I signed up for TekSavvy Internet and VoIP telephone becuase my son has been using their Internet service for some time and seemed to be happy with it.

As I read through the consumer ratings and reports on this site, one after the other I keep thinking "Yep! That happened to me too!"

TekSavvy has given me good reason to think again about Bell. It doesn't matter how cheap TekSavvy is, if I have to be on the phone to them every day then its not of much practical use. To be fair, I finally do have my Internet up and running, but my VoIP telephone is an ongoing nuisance. It seems to be working no more than 50% of the time.

I am going to have to get back on the phone to speak to their technical "support". Oh wait ... no phone service.

I really, really wish I had not gone with TekSavvy. Really.
Hello,

Thank you for the review. Sorry to hear your having phone issues. We would be happy to assist you with this, and there are many ways to reach us, that don't envolve using your phone. We can be reached through our phone agents, twitter, facebook the TekSavvy forums, DSLr, etc. We are always available to assist you with this matter. You can also email us directly at sm@teksavvy.com.

Thank you
Ashleigh

Tue, July 09, 2013

-1 Ottawa,
ON
This is my second post regarding our continued saga with Teksavvy. My first one was posted on June 26th. Since that time we have spent an additional 4hrs on the phone with their customer support for technical assistance and Rogers has sent a technician out. The Rogers technician tested the lines which Teksavvy stated didn't have a strong enough signal after I troubleshot with them for 2hrs. He told us they were fine and then tested the modem provided by Teksavvy and stated the modem wasn't working properly. His own modem was. We called Teksavvy immediately to tell them this and they stated they didn't get a report from the Rogers technician unless they requested it specifically which could take an additional 48hrs. It was Teksavvy that sent the Rogers tech in the first place???? Whatever service contract they have worked out with Rogers obviously does not work. I spent an additional 45 minutes troubleshooting to avoid the 48hr delay only to be told....surprise the modem is faulty. Gee that was what the Rogers tech told us 2hrs ago. We then had to wait an additional 4 days to receive a new modem which we got today and guess what....still no internet connection. I believe my partner is going on 3 to 4 weeks with no internet from Teksavvy. All she wants at this point is her internet to work asap or her money back. Is that really too much to ask. In this day and age internet should be a done deal in a day. I have told friends at work to avoid Teksavvy at costs. It is not worth the aggravation. I have no idea if the issue is with Rogers or Teksavvy and frankly do not care. In the end Teksavvy is responsible as they have taken the money and not provided the service. Nor do they seem willing to just give the damn money back. We are at our wits end. Hello,

Thank you for the review. Sorry to hear your having an issue with the modem. It sounds like the new modem possibly is not provisioned. We would be happy to assist you to have this fixed in a timely manner. If you could email us at sm@teksavvy.com we can look into this further for you.

Thank you
Ashleigh

Tue, July 02, 2013

-1 Toronto,
ON
Unprofessional technical support, very long waiting time (20 min+ every time).
Used to be better (still unprofessional but shorter waiting times in the past).
Constant issues. Don't know if to blame Rogers or them. My family uses Rogers, and also my friend. In terms of stability and quality of service, Rogers seem to be fine (although more expensive, and have sometimes billing issues). I called their tech support department- they are professionals, and I didn't have to wait a long time (5-7 min.).
I'm looking for a new company to move to. Enough of wasting SO much time calling Teksavy with new issues.
Hello,

Thank you for your feedback, it is greatly appreciated. We are working hard on bringing these wait times back down to a reasonable level as quickly as we can (we've been hiring many new agents as well as offering nearly unlimited over time).

With that being said, if you've found the agents unprofessional once you've reached them this is definitely not the impression we'd like you to have. If you wouldn't mind sending us an email at sm@teksavvy.com with some more details on this we'd like to look into these issues and try and improve them.

Thank you,
Keith

Wed, June 26, 2013

-1 Ottawa,
ON
Where to begin....this is written on behalf of my partner who can't do it herself because she can't get internet service since she changed to TekSavvy.
A bit of background. My partner cancelled Rogers after her internet costs soared after getting rid of homeline and tv services. She heard good things from co-workers about TekSavvy so called. Initially she said she felt the customer service rep was helpful and nice...until she signed up for their services. Since then it's been nothing short of hair pulling frustration.
First she received her modem in the mail. We went to set it up and discovered it wasn't a wireless modem/router which she thought she had asked for. She called customer service and after being on hold for approx. 30 minutes was told that there was no discussion of wireless services. They said they would review the taped call and get back to her. They did and stood by their initial comments. I can't say for sure who is correct as I haven't heard the taped conversation and wasn't there for the initial call. I don't think my partner is mistaken though. Next we go out and buy a wireless router. An additional cost of $89 after the approximate $200 cost to just sign up for TekSavvy services. A Rogers technician attends her house and states that the cable is ready to go. I attempt to establish a connection with the TekSavvy provided modem only to meet with failure. We call customer service and are on hold for over 90 minutes due to two calls being terminated prior to establishing contact with an actual human being. Finally we get through to a rep and I spend 2hrs going through trouble shooting procedures for the sole purposes of providing the information to a Rogers technician and the service ticket. I ask if I can speak to a customer service manager as I want to inquire about cancelling services. I get put on hold for an additional 30 minutes until one picks up the line. He is absolutely adamant we will get no refund on the over $200 spent if we cancel our services. His reason is because our account has been "activated". It is argued from our point of view that since we have zero service we don't consider our account active and want to cancel the service since they haven't held up their end of the bargain to provide what we've paid for. He tells us politely to stuff it as he is in the right and just following guidelines. I then request a copy of the conversation knowing it's being taped and I'm told they will only release it with a court order. It seems convenient that the tape can be listened to by them but not the customer. So far this venture has cost my partner $300 and she has had to take two days off work using her vacation time to deal with Rogers technicians. It has also cost us approximately 5hrs of our time on hold and trouble shooting. I know my going rate for work is about $40/hr so in my estimation TekSavvy should refund my partner and I won't bill them for my time sorting out their problems. We are waiting until the technician comes out this weekend and seeing what happens but I'm not holding my breath. One final insult was my partner asked if she could be refunded for the days between her account being activated and the actual day we get service and she was told to call back and they would "look into it". The good companies of the world pride themselves on their customer service. It appears TekSavvy once they get their money could care less about you. I'm not sure what recourse we have. I'm likely going to file a complaint under the Consumer Protection Act and see what happens.
Hello,

Thank you for this review. Sorry to hear there have been some issues with the installation. I can assure you we very much care about our customer's. We would be happy to look into this for you. You can email us at sm@teksavvy.com with your account information and we can look into this further for you. In regards to credit for time without service, we most certainly can look into that for you, we do have to wait until the service is active and then we can credit for the entire time frame. This is why you were told to contact us when it's activated to look into the credit further.

As I mentioned we would be happy to look into this further if you would like to send us an email.


Thank you
Ashleigh

Mon, June 24, 2013

-1 Mississauga,
ON
The service was okay in the beginning but would get extremely slow during peek times, then after two months the entire internet became slow. Like REALLY SLOW. Google would take a good 15-20seconds to load. Not recommended. Hello,

Thank you for this post!
I'm sorry to see you have a slower connection. Do you still have service with us? Did you troubleshoot your connection to diagnose what is happening? If you need assistance with your connection fee free to message us at SM@teksavvy.com

Thank you
Ashleigh

Sat, June 08, 2013

1 Toronto,
ON
Sales and Tech are always positive.

We've been using Teksavvy for five years now. The only problem was when Rogers was changing their lines near my house.

I'm switching my parents from Rogers and while speaking with Customer Retention today (08-June 16:25), "Tara" told me that TS is able to charge less and offer more bandwidth because they make money in other ways, "like charging $5.00 for tech support." I've never had to pay $5, I couldn't find this in your TOS, and Tara couldn't provide me with a link.
(She said I could Google it)

So Teksavvy, do you charge for support--or is Rogers playing dirty, and Tara works--not for a telecommunications company--but a HOUSE OF LIES? :P
Hello there,

First of all I'd like to that you for your feedback. We always love hearing from out customers and I'm glad to hear you've been happy with us.

Now, while I have no intention of speculating on what type of house Tara may be in... I can assure you that our technical support is available 24/7 at no charge to you!

Thank you,
Keith

Sat, June 08, 2013

0 Toronto,
ON
I have been with Teksavvy for two years at two different locations and until now, had a good experience. I have moved for the third time (I am a student), and this time, Teksavvy disappointed me severely.

For DSL installation, Teksavvy gives a 12-9 pm time window for the technicians to arrive. It is annoying, but I can live with it. However, this time Teksavvy rescheduled my installation date WITHOUT INFORMING ME FIRST.

I thus wasted an entire Friday and lost a day's worth of wages waiting for a technician who never came. I only found out that Teksavvy rescheduled the installation to Monday after calling them to find out why.

While Teksavvy has the right to reschedule installation dates, I also have every right to know ASAP when that happens, whether in the form of an email or phone call.

I hope Teksavvy will not mess up again on Monday. If this fiasco repeats itself next time I move, I will switch to another provider.
Hello,

I'm glad to hear you've been happy with us thus far. I'm looking forward to continuing that track record once your new service is installed.

I'm not 100% certain what happened with the reschedule there but I do apologize. You are absolutely correct, if/when we discover the install would not be on the date expected you should have absolutely been contacted.

If there are any issues with the appointment today please email us at sm@teksavvy.com to let us know.

Thank you,
Keith

Wed, June 05, 2013

-1 Chatham,
ON
Worst customer service I have EVER experienced.

Signed up two weeks ago.
Took my money.... never heard from them again, other than some automated emails saying "thanks for giving us your money"


No technician date
No installation date... nothing.

Just take your money and go.

I've spent well over 2 hours on hold and getting disconnected trying to get through to them.

No reply to emails.

Contacting the BBB. This is absolutely ridiculous.

And Im in the same small town there goddamn head office is in and its going to take a month to get someone to help me?!?!?

WOW..... .shameful
Hello,

Thank you for the post! Sorry to hear you’re having difficulty connecting service with us. We would be more than happy to assist you with this matter. If you are having an issue contacting either through email or the phones as we are extremely busy currently; there are many ways you can contact us. We can be contacted through our Facebook page, Twitter, DSLr, TekSavvy Forum etc. If you can contact us through the Facebook page or our Twitter page, or you can contacts us directly through our email sm@teksavvy.com with your account information and we can look into this right away for you and find you a solution.

Thanks again
Ashleigh

Tue, June 04, 2013

-1 Toronto,
ON
Wow!! I have never ever in my life dealt with such bad experiences with a company as I have with Tek Savvy. I have been with Bell and thought their customer support was not so great but, they are A+ compared with the incompetence of this company.

I cancelled with my previous provider and looked around for a company that matched my needs, I ordered online with Tek savvy and bought a modem from them and paid first month, installation etc. I ordered the 300GB 25 Meg DSL. I got an installation date and proceeded to take the day off work to be there between 12-9pm the tech showed (which I should be glad for I guess)but he had a work sheet for 6mbps instead of the 25mbps, he said he would go ahead and install this and for me to contact Tek savvy to rectify the mistake, so I call and they tell me " ok yes we see the order was for 25mbps but we mixed it up we will get a technician out to fix it" again I have to be home 12-9pm another day off from work!! The technician arrives a week later and instead of upgrading to my original order he.....messes it up and cuts the service completely. So, again I call them back and they say "oh we will have to get the technician out again.....and yes you guessed it another day off work as I have to be there 12-9pm!!!!! so I wait all day and he arrives at 9:10pm and replaces a phone jack which had nothing to do with the issue, he leaves and says well you'll have to call back and get the bell technician out again as he is the one who needs to rectify it. MY MY they already knew this so why send the wrong technician???

So with 3 days off work to fix their mess up and countless hours waiting on the phone to speak with somebody, I am still without service. I understand mistakes happen but 3 in a row just shows how incompetent this company is, they just expect you to take the time off like you don't have a job to go to, and I have wasted all these days on them with nothing in return. It is quite frankly the WORST Company I have ever dealt with, and the responses' here prove it.......I am just in shock how these people treat their customers.
Hello,

We sincerely apologize for the inconveniences you have faced this far and we would really like an opportunity to look into your situation and work towards a better experience with you. If you are able, can you email us at Sales@TekSavvy.com and write a brief description of what you have faced this far much like your review, as well as your account information and once we have this we can investigate where we have gone wrong and as mentioned work towards a better experience as we can assure you TekSavvy is happy to help and we would like to improve your situation.

Martin

Tue, June 04, 2013

-1 Montreal,
QC
If you don't have any problems, they are a decent, though not stellar, ISP (based on price and features).

If, however, you have problems their technical support is pretty lacking (I've been with them since 2008 and I just cancelled because of it after numerous poor experiences).

Be prepared for long wait times (20-30 minutes on hold), and then needing to answer potentially inane questions from a script because they could even open a support ticket (if you have an intermittent problem, they will ask you to run test the next time that it happens and then call back to get a ticket opened).

They used to be much better.
Hello,

Sorry you have some difficulties with the service while troubleshooting. The reason we ask for the information every time there is an issue; is we are unable to send old troubleshooting to our vendor to fix issues, it will just come back rejected which delays a fix for you. In regards to intermittent issues, we have to send the information to our vendor when the issue is occurring or again they will reject it back to us and say there is no issue; once again delaying a fix for you. We do apologize for this process however when it comes to technical issues; we have to follow the processes laid out to us by our vendors to fix the issue. Our wait times are a little long right now, however we have many; many new agents hitting the floor shortly to fix this issue.
We do regret to lose you as a customer; however thank you for the review as this allows us to learn from your issues to implement a better strategy in the future for all of our customers.

Thanks again
Ashleigh

Sat, June 01, 2013

0
QC
I called teksavvvy Sales 1.877.779.1575 on May 31st to move my internet isp and subscibe with teksavvy. there was a broken recording (sounded like poor voip quality) indicating to contact teksavvy by dialing #2030. This 're-direct' gives the consumer the impression they are calling teksavvy and not a 3rd party directory assistance company that will now bill my account for $4.99 !!!
I consider this practice negligent or highly unscrupulous or both and i will now delay moving my business from my current isp provider to teksavvy pending the response to this complaint.
When I attempted to submit my concerns through the teksavvy 'contact us', 'send us an email' option and selected send, it displayed 'server error 500'.
Hello,

Thank you for the post! When you call our number it should not be re-directing you to another party that charges you. Our phone line is toll free. This is something that should never happen with our phone lines. I have brought this up to the attention of a manager and we have called our number a few times and have tried to recreate this; however we are unable to do so. We do apologize this has happened when you called our number. If you call back again I can assure you this will not occur again.

In regards to the website not allowing you to send email; this should be working as well as we receive hundreds of emails a day through this channel. Have you tried another browser? Is it the same result?

Sorry about the phone issue you were having, you should be able to call our toll free number 1.877.779.1575 anytime free of charge, and you should also be able to email us anytime. If for any reason you’re seeing the website will not allow you to email us; please feel free to email us directly at sales@teksavvy.com or support@teksavvy.com.

Thanks again
Ashleigh


--

Addition:

Hello,

I am the individual with sole access to the phone system ivr, numbers & messages and this is not something that has ever happened or ever been setup.

I'd be very interested if you could provide me your phone number and exact details as to when you called so I can go through the system to dig deeper.

andre@teksavvy.com

Thanks,

Andre Cleroux
Director of Online & Operations Intelligence
TekSavvy

Fri, May 31, 2013

-1 Toronto,
ON
My experience with teksavy was a nightmare. They sent a Rogers technician to my home on May 22, a week after I placed the order. He asked me to wait 15 minutes or so to get connection, I waited whole night and nothing. I tried to call teksavy, and waiting time was killing me so I gave up. Next day, I called again, after long waiting, finally went through. A technician asked me to do some trouble shooting, it turns out something wrong with Rogers, so he asked me wait 24 to 48 hours. After weekend, I called again, they asked me to wait another 24 to 48 hours. Two days later, I called again on May 28, still asked me to wait 24 to 48 hours, I decided to cancel, they told me I cannot get my money back until they finished the investigation, and told me problem will be solved with big chance in next 24 to 48 hours. I wait another 2 days, May 30, finally somebody called me and said problem is solved. Unfortunately, when I got home, still same thing, no connection. I called them again, after another long waiting and trouble shooting, they said I have to wait again, so I decided to cancel. They told me I cannot get the activation fee back even though it seems to me nothing is been activated. I asked them how long I should wait, the guy told me he does not know, what a business. Hello,

Thank you for your post. I apologize for the poor service you have experienced. I have investigated this further and have replied to your post on dslreport.com with details of what happened with your account. Based on what I have discovered I am happy to inform you, that you are entitled to a refund of the activation fee. I have contacted our accounting department to have both the first month and activation fee refunded to you.

Again I apologize for the experience you have had with Teksavvy. This is certainly not the type of service we want our customer to go through.
If there is any else we can help you with, please let us know.

Thank you,

TSI Taunia

Wed, May 29, 2013

-1 Toronto
Useless company. Had me waited from noon to 9pm to have my dsl connected. Called at 9pm to reschedule. Reschedule for next morning at 9am, didn't show up until 10am. Worked inside and out but couldn't get service activated - said something about Bell needed to complete their part, but because Bell tech office doesn't open until 1pm, he will have to leave and get back to me. Called at 4pm to say he's going to come back after 6pm DEFINITELY, but of course no one showed up. Waited for an hour on hold from 9pm to 10 to talk to tech support. Tried a few things, but nothing. Tech was to raise a ticket with Bell etc... and if the problem is not with Bell, I would be charged $80+. Got a call the next morning - the supervise said the install is not complete and need me to be home again from noon to 9pm. Kept saying sorry, but noting he can do. Finally got fed up and cancelled. So, I am out $50 for the installation that never happened and an over priced $130 modem. Not impress at all. Their tech on the phone even said, customers were on hold for over 2 Hrs, so I was "lucky". What a joke. Hello,

Thank you for taking the time to provide us your feedback. We understand that things may go wrong once in a while, but we never intend of having our Vendors not show up & complete their end of the bargain to get you setup. If you could please email me at sm@teksavvy.com & I would like to investigate the situation & see if we can do anything for you.

Best Regards,
Martin

Sat, May 25, 2013

1 Montreal,
QC
Been with them 4 years and twice they changed their plans and gave me better deals. Today May 25th 2013 my original plan was 8Mbps / 75gb download and they gave me 10Mbps /150 gb download and unlimited download after 2 am for the same price I was paying ($29.95) I have had excellent service. They were recommended to me by a friend who actually works at one of the other big guys. Installation took a few days but it was the company doing the installation that was behind. That companies rep tried to sell me their plan and when I told him my rates for an even better plan with Teksavvy he stopped talking. Hello,

Thank you very much for this great feedback and for being a long time loyal customer! We definitely appreciate this review.

Cheers,

TSI Jonathan

Wed, May 22, 2013

1 Orleans,
ON
Switched from Bell to TekSavvy a few weeks ago and, so far, I'm quite impressed. Switching over was a breeze. The installer came on the date and time agreed upon and everything started working within an hour.
With Bell I was getting 5Mbps\512Kbps & 45Gg for $42 + Tax.
Now, although signed up for 18 Mbps, tests have me routinely at anywhere between 22 and 27Mbps. Plus, I now have 300Gb of bandwidth, all for $40 plus tax.
In short, for two dollars less, I get approximately 5 times the speed and over 6 times the bandwidth. What is wrong with this picture?!?!?
I'm just kicking myself for not making the switch sooner. Bye bye Bell!!!
Hello,

Thank you for the wonderful review. I’m happy everything has gone smoothly with your install with TekSavvy and it’s great to hear your receiving high connection speeds. I thoroughly enjoy reading that our customers receive higher than advertised connections when testing the speeds. This is fantastic!!

If you have any questions or concerns or anything please let us know; we are always happy to help!

Please keep us posted on your TekSavvy journey and welcome to the family!!!


Thanks again
Ashleigh

Mon, May 20, 2013

-1 Montreal,
QC
I had an interruption in the service that lasted 3 weeks or so. I would get calls from the tech dept to try and resole the issue but she really didn't help much, I would call when I got in from work and talk to the same woman everytime. I then one day get a call 2 weeks into the issue and they left a voice mail saying that its all good and working but when I got it is didn't. I had called and was told an tech tier 2 would call me or to "fix" everything but if only he even called. The last person I spoke to (after complaining that I was still paying for the service) told me "don't worry when its fixed we will credit you the number of days you didn't have service" I went and bought a new modem to give it a shoot cause you can change the cables so many times, and it worked. today I call to update info on my account and ask about the credit if ever it was applied and they say "no you never asked for it and we're not giving it to you now" talk about service...all I know is that I`m moving and I am not too sure if I`m keeping the service the service. Hello there,

Thank you for your post and for providing your feedback. I'm sorry to hear that your recent experience with us has not been positive. If you could please email your account info to sm@teksavvy.com along with a reference to this review I'd like to look into this issue for you.

Thank you,
Keith

Sun, May 19, 2013

-1 Hamilton,
ON
If the service works then, reading the comments on here, this ISP is great.
However if the service isn't great, or you require addiitonal help, we found Teksavvy massively disappointing and lacking in customer service (unless - can you turn off the modem again please, is the best you want).
People I talked to were friendly, but overall a waste of 3 months time and effort to sort out.
Hello, Thank you for your feedback. If you have any service affecting issues we would need to complete a full troubleshoot to diagnose what the issue is and have it corrected. If an issue needs to be sent to our vendor for correction, it can delay as fix and we do apologize for that.


If you need any assistance with your connection I'd be happy to help. We can be reached through Facebook, Twitter, DSLr, email, or phone.

thank you
Ashleigh

Mon, May 13, 2013

-1 Lévis,
QC
Tout comme le commentaire de «Fri, April 19, 2013 brampton, ON», je viens d'avoir une mauvaise expérience avec teksavvy. Le genre de mauvaise expérience qui m'a fait quitter bell...

Je suis un abonné de teksavvy. J'essaie d'aller voir leurs forfaits sur leur site et en entrant mon code postal, ça ne fonctionne pas. J'essaie d'appeler et je me retrouve sur la ligne d'attente pendant au moins 30 minutes. Je rappelle et je parle à quelqu'un d'un autre département pour savoir où je pouvais laisser une plainte. J'avais l'air de la déranger et elle me dit que le lundi c'est occupé et d'essayer de rappeler le soir...

Pas de service et pas de service de plainte. Il est temps que j'aille voir ailleurs...
Bonjour,

Je suis désolé d'entendre que vous avez eu se mauvaise expérience avec nous.

La raison que nos temps d'appel sont plus élevés c'est à cause nos forfaits ont beaucoup changé et nous pouvons offrir nos services en plusieurs nouvelles régions. Alors oui, nos volumes sont beaucoup plus élevés que d'habitude maintenant, mais nous travaillons dur pour obtenir ce retour à des niveaux acceptables.

Cela étant dit, n'hésitez pas à nous envoyer un courriel à sm@teksavvy.com.
Surtout si vous avez été laissé le sentiment que nous ne nous soucions pas. Nous nous préoccupons de la façon dont nos clients se sentent.

Merci,
Shawn S

Sun, May 12, 2013

-1 baden,
ON
This company will not admit to screw up and will not do much to fix it. I ordered cable internet and after the install dates past. I asked for 1 month complementary service, she offered me 1 week. I have been a customer for over 5 years spending 1000's of dollars. and they would not recognize the screw up or the value of Customer loyalty.

I will take my money and spend it with a competitor
Hello there,

Thank you for your feedback. I'm sorry to hear you've had a poor experience with us. I cannot really comment on this one way or another as I do not know what the situation was, but if you'd like to send us an email at sm@teksavvy.com I'd be happy to look into this for you.

Thank you,
Keith

Fri, May 10, 2013

1 London,
ON
Great speeds, data caps, customer service, and prices! Hello,

Thank you for the post!!! Glad to hear your enjoying the service and are happy with the service. Please keep us posted on your connection.

Thanks again for the great review!!!

TSI-Ashleigh

Fri, April 19, 2013

0 kitchener,
ON
I been living in Canada for just under a year (coming from Cleveland Ohio)I've been locked in with rogers. I have never ever ever heard of a data cap. I guess you can say I'm a spoiled American having been with Time Warner cable and several other US internet providers non of them had any type of data cap. I'm a huge streamer HD when possible also I enjoy service such as steam, rather then buying a game in the store I simply download them at half the cost. This will destroy any kind of data cap. Is teksavvys unlimited package truly unlimited? Hello,

Thank you for your question, and your interest in TekSavvy.

Yes, our Unlimited packages are truly Unlimited!

If you have more questions we can help you with, you can reach us at Sales@TekSavvy.com or 1-877-779-1575.

Regards,

Alan

Fri, April 19, 2013

-1 brampton,
ON
Beware , beware , beware . If you want to be waiting on hold for several hours before talking to a live person , , choose them . Just pray and hope you never need any customer support or service from them , as you won't get it .
In my own case , they charged me over 240 dollars for an installing an internet service in my home ,they made an appointment from 12 noon to 9 pm , They never showed up , when i called the customer service , after being on hold for close to 2 hours , they said i need to reschedule !! and they said if i do not wish to have them as my ISP , that is fine as they do not have refund policy
If You are the type of person who wishes to recieve what you pay for , Avoid techsavy
Hello there,

I'm sorry to hear you've had a bad experience with us. I am especially sorry that the technician did not show up for you. As far as our high call times are concerned, we've just changed a lot of our pricing, started offering quite a few new packages, and opened in service in many areas that we did not previously service. So yes our volumes are a lot higher than usual right now but we are working hard to get this back to acceptable levels.

With that being said, please feel free to email us at sm@teksavvy.com if you'd like us to look into this matter for you. Especially if you were left feeling that we don't care and it doesn't matter if you remain with us or not as that is simply not the truth.

Thank you,
Keith

Thu, April 11, 2013

1 Montreal,
QC
Very good services.
Actively defend customers and Internet rights.
Technicals support very good. If needed you can ask very advanced questions (in english only).
Hello there,

Thank you for taking the time to share your positive experience with us. It is greatly appreciated and we look forward to serving you for years to come!

Thank you,
Keith

Wed, April 03, 2013

1 Ennismore,
ON
I just want to say that there seems to be a large amount of negative posts on here against TSI. It is very clear that when people have a bad experience with a company or service they find it very easy to 'tell the world'. But the vast majority of us who are happy with service from any company tend never to mention it in public. For those of you who are researching a prospective ISP and have been reading some of these posts I want you to know this. I have had TSI as my ISP for about 5 years. I live in a rural area ten minutes north of Peterborough Onatrio. The service has been constant for those five years. It has never gone offline that I can recall. I have brought five of my neighbors over from the likes of Bell etc, in the past couple of years and they are ALL saving a lot of money each month, they all have WAY better value DSL than before ( speed and bandwidth caps etc), and they all as we speak are still happy customers of TSI. I am the 'local' computer guy that all my neighbors come to for advice with anything pc related, and I can tell you I would never recommend a company to people I consider friends if I didn't have faith in the product they offer. It would be a right pain in the arse if TSI wasn't up to par. My phone wouldn't stop ringing. Just remember, Bell controls pretty much the entire network that your DSL is carried on. Any independent ISP is at the mercy of this infrastructure. It is very rare that problems with the actual DSL signal originate from your ISP's office. Bell don't make it easy for independent ISP's to operate. Remember that. If those of you who think TSI or any other indie ISP for that matter, is not worth looking at, then just remember your alternative!! I just did a quick check on Bells website. I would have to pay way more with Bell for WAY less than my 300GB cap I have now with TSI. I would be paying WAY more for a slower connection as well!! TSI have been prominent in the fight against the CRTC over download caps, and fight for wider competition in the Canadian ISP market place. I don't hesitate in recommending TSI. I have done it many times, and everyone that I know who has TSI service is happy! Thank you for your kind and generous remarks.

It is dealing with dedicated customers like yourself that makes our jobs a pleasure, and inspires us to always do better!

You are a valued member of the TekSavvy family. -am

Mon, March 18, 2013

1 Cambridge,
ON
Great ISP Thank you for the positive feedback, it is greatly appreciated! mp

Sat, March 16, 2013

-1 London,
ON
Constant disconnectins, unreliable, no second level support We regret you feel this way and have had a negative experience and we hope that as you continue to be a TekSavvy customer your overall experience will get increasingly better.

If you are no longer a customer we apologize that we were unable to provide you the service quality you are in search of and hope that we can earn you back in the near future.

Wed, March 06, 2013

1 Bowmanville,
ON
Very happy with their service and care for their customers!
Prices are good, and bandwidth cap is more that I can use.
My only complaint is I wish the up & download speeds were faster, but they are comparable to my other options.
All in all... I would give Teksavvy a solid 95 out of 100!
Great work guys...
Thank you for your review, this is greatly appreciated.

We are happy to inform you that higher speeds in the download and upload departments are on there way!

Tue, March 05, 2013

-1 Montréal,
QC
First person set up the installation wrong. Two days later another person called and said they will correct it. Two weeks later, installation still not done. RUN AWAY FROM THEM! Hello,

I’m sorry to hear about this mishap with your installation for your Teksavvy services. I’d absolutely like to assist you so we are able to come to a solution for you; and ensure everything is set up correctly and working at your home. If you would be able to send me your account information to support@teksavvy.com, I will be able to look into this situation for yourself.

Thanks again
TSI-Ashleigh

Wed, February 27, 2013

1 Toronto,
ON
Joined TekSavvy last month. Cable internet. Have had an excellent experience so far! Great support and customer service when calling the help desk and the connection/speed is fantastic. Much better experience than Bell and much less expensive. Thanks! Hello there,

Thank you so much for taking the time to share your experience with us. I'm glad to hear that you're so please with the service.

WELCOME TO THE FAMILY!
Keith

Mon, February 18, 2013

1 Whitby,
ON
I have been with Teksavvy since may years probably 8 or more years since I cancelled my Rogers. Although few years ago I was shopping at Costco and made the mistake of switching to Primus to save few bucks, it was a big mistake and it was not worth it, few weeks later and I am still without Inetrnet and Primus could not set me up, and no one at this organization seems to care, I also tried ACANAC, same as Primus, cancelled them after a week. Both companies blamed my modem without any technical evidence, and I knew both where wrong. I switched back to TekSavvy and the same modem did work that Primus and ACANAC insisted is defective and did nothing else to resolve the problem. I am upgrading my Teksavvy DSL 6 MB to Cable 18 MB in the coming few days and hoping the service change will be flawless. Over all these years, never not once that had a bad customer or support experince with Teksavvy. In the old days when I used to call Teksavvy, the whole phone call could be 20-30 seconds, the engineer would pickup the phone and he will answer my question, I thank him and hangup, my Rogers calls where on average over 30 minutes.
I can't be happier.
Thank you for your support. We are happy to hear that your TekSavvy experiences have been positive over the years, and are delighted to have you as a member of the TekSavvy family! -am

Fri, February 08, 2013

1 Toronto,
ON
I just got TekSavvy installed at my home using their 18MB cable service.

Other than having some data entry issues with their CSRs at the beginning, I found their staff very helpful and informed.

My installation ended up taking a week longer to fulfill, however the blame for that was mostly upon the shoulders of Rogers Cable who were clearly backlogged.

The connection is quick, and the price reasonable. I would recommend their service to any of my friends.

Good job, guys. I'm a happy customer.
Thank you for your feedback, and your patience with the hiccups/delays during
the install process.

We are delighted to have you as a member of the TekSavvy family!

-am

Wed, January 23, 2013

1 Barrie,
ON
The Installation process was a bit lengthy and the communication between bell and Teksavvy wasn't the greatest. If you put that aside,
the connection so far has been constant and hasn't dropped yet.

Im glad i switched to teksavvy from bell because of bells overprices packages vs Teksavvys were no doubt better and cheaper!

I hope to be a long term customer! Thanks
Hello,

Thank you for your feedback. We apologize for the rough start.

Glad to hear you are enjoying your speeds for a lower price. We are happy to have you as part of our TekSavvy family!

Thanks again,
Shawn

Thu, January 17, 2013

1 Cambridge,
ON
I've been with TekSavvy for about 8 years almost with some interruption. I started with their DSL service at my parents home. I've never had to call in for tech support as the service was flawless. Whenever I did have to call in, it was something they took care of promptly. I had cancelled that service and went with Distributel to save some money. Worst mistake ever, took 6 months for distributel to get their act together. I then moved out and got my Internet with TekSavvy (Cable) and been very happy with it. I was getting under 10Mbps when I had a 18Mbps plan, turned out my modem was at fault and their tech support helped me with this. I now have another router and am getting 20+ Mbps constantly. I recommend them to everyone! Thank you for your support, and your long time dedication. It is our daily goal to provide excellent customer service and satisfaction. It's the TekSavvy way. -am

Wed, January 16, 2013

1 Toronto,
ON
I posted a very negative response on June 11, 2012 as situations didn't go as I had planned and was extremely disappointed, dissatisfied and frustrated. I'm back with a positive, enthusiastic response. I decided to give Teksavvy another chance as I was moving early in January 2013. I still had telephone service with them and decided to go with cable internet once again. They were every bit the professional, patient and accommodating. I'm happy to report my telephone was moved over in the time expected and most of all, my internet has been up and running without a hitch! All is well, I've had NOT one problem. I decided to go with a different modem but honestly, they have made me a happy customer, thanks Teksavvy!! Thank you for your support, and for the opportunity to win back your confidence. We value having you as part of our TekSavvy family! - am

Sun, January 13, 2013

-1 Gatineau,
QC
TekSavvy's internet service is absolutely the worst. I swear I may as well be operating on a 386 pc. Streaming is a nightmare, try to watch Netflix is a harrowing experience, half the time it cuts out. I use voip and with these fools my connection is forever getting dropped. I have been monitoring my speed for the last 3 month and I never average above 1.2 mbps downloading..and the host server is in Ottawa!!!. I have tried other host servers on the speed test and my speed drops to the bowels of hell!

According to Speedtest I rate a D- on the global average and a D- on the national average.
I will be dropping TekSavvy like a bad connection as soon as I complete my research for a better ISP.

I tired to be loyal customer, but this is ridiculous in this day and age to have this kind of crappy service and even worse internet service with the technology that exist.

Oh and one final note, based on the comments listed here, it doesn't look like they go beyond apologizing for their crappy service, and it seems more people are fed up, than there are happy customers.
Thank you for your feedback, we would like to look into this issue with you and review your account to work towards a resolution, the issue may be external hardware beyond the modem, a faulty modem, distance, line quality, etc and we would need to troubleshoot your account to work towards a resolution with you. Please send your account details to Support@TekSavvy.com for troubleshooting assistance so we can look into this with you. mp

Fri, January 11, 2013

1 MISSISSAUGA,
ON
The move fee of 65$ is a pain. Although, there is a justification for it, Teksavvy should look at ways to reimburse all or some of this fee back to their loyal customers. Rogers and Bell are the big fish, but if people are being loyal to independent ISPs, then they have to return some favour as well. It is a business - for both Teksavvy and for the customers - and hand-in-hand will certainly bring in a lot more customers or avoid losing them Thank you for your feedback and support, I have passed your suggestion on for review.

Thank you for choosing TekSavvy.
mp

Wed, January 09, 2013

-1 Toronto
Would not recommend TekSavvy to my worst enemy. Absolute nightmare! Today is January 9, 2013. I have spent over 10 hours on the phone with technical support and customer service. Still not set up after a month. I had waste over $75on prepaid phone cards to get my digital phone configured. Still not configured but they are charging me for the month of December even though my internet was not activated until today. VOIP phone system cannot work without internet access so they have balls of steel to be charging me. What a slap in the face. I am trying to find online help to set up the phone myself but nothing can be found on their site and they don’t support their customers online. Don’t use Teksavvy, you will live to regret it. Our sincere apologies for the issues you have encountered with setting up your service. That is not the experience we want for our customers. If you would kindly email support@teksavvy.com with your account info, we can look into the matter further for you, to get it resolved and your services running. Thank you -am

Tue, January 08, 2013

1 Windsor,
ON
Decent speeds (considering Bell's DSL coverage in my area is limited at best.)

Good features (iPv6, MLPPP, static IP, subnets, email.)

Great service and support (every interaction with them on both customer service and tech support sides showed me they truly do care about their customers at the and of the day)
Thank you for your much appreciated and valued feedback. We do our best to serve our customers to the best of our ability and continue to work towards customer satisfaction although we are unable to make every customer happy we work hard to try.

Thank you again for your great feed back, support and positive review.

mp

Mon, January 07, 2013

-1 Barrie,
ON
I am very disapointed in teksavvy they seem to have become a very difficuly company to deal with. I currently have a phone line and DSL with Teksavvy and decided i needed more speed and did not require my phone line anymore. I call teksavvy to have this all changed and was informed that i would have to pay a 25 to change my speed and 95 to upgrade to 15mbps and another 20 to activate my dry loop as i would not have a phone anymore. i was completely floored by this. I have been a customer with this company since i was a teenager and am almost 30 now and am cancelling my service as a i have found another company that will do all that for $50 and is cheaper per month. BYE BYE TEKSAVVY you lost another customer from the reviews lately clearly your policies need to be reviewed. We regret to loose you as a customer, unfortunately a third party provider are subjected to charges to proceed with certain changes. When switching from a Wet loop DSL service to a DRY loop there would be your DRY loop activation charge, provided you are on a 6MBPS connection now, we would also be upgrading you to a Fiber DSL service which would involve 2 technicians to come to your location for installation which is a activation charge of $95 dollars. If you would like to email us at Sales@TekSavvy.com we can better explain the process and clarify the charges associated to make these changed.

We again apologize for the inconvenience and regret to loose such a long time customer.

mp

Thu, January 03, 2013

-1 Stouffville,
ON
I have been with Teksavvy for over 1.5 years and I have always mentioned good things when friends ask the company, that is until I have to deal with their tech support team. What started off as a simple request of setting up my new router turn into several hard resets of my modem and multiple trouble-shooting sessions(over 4hours). Initially I still have internet access but after the modem reset with the first tech rep, I have not been able to get onto the net. Subsequent call-ins to the tech support has the same reply - this is a network issue and there is nothing that can be done until Rogers has done the investigation. I suggested that it was the modem issue but this suggestion was quickly put down by the rude tech rep(the third one I spoke with). He also said that my modem is out of warranty and the implication is that the hardware will be my problem, even though the hard-reset was asked to be performed by the Teksavvy team. After going without internet for 6 days, I finally bought myself a new modem and test out the connection. Sure enough, the internet is up and running again.
Meanwhile I am still waiting for Teksavvy to come back with their investigation results. Starting my own process to switch to a new provider from my end
We sincerely apologize for the inconvenience you have gone through with this matter and we would like to look into this further with you. If you are able could you please send us an email to support@teksavvy.com for us to look into your account and see how your experience could be improved?
We hope to hear from you.
mp

Fri, December 28, 2012

1 Ottawa,
ON
Just wanted to take the time to say thank you to TekSavvy. I was a Distributel user for about 5 months and after they had a 13 day outage I canceled my distributel high speed and decided to try TekSavvy and I'm glad I did! The technician showed up a little earlier to connect my service and within 15 minutes I was browsing the web without any issue. My speeds are as advertised and even faster and i'm even paying 4$ less with TekSavvy for the same speed. All that to say if you're reading this I'm telling you to really consider going with TekSavvy. There is a lot of negative feedback on here about TekSavvy's support but please give them a break, they can't offer support like the other big companies because they are charging a lot less for their high speed and for those that complain about a 1 or 2 hour outage please keep in mind that mostly any outages that happen on the TekSavvy side has to be fixed by Rogers so it is normal that it does take a little longer and trust me, 1 or 2 hour outage is a lot better than the outage I got with Distributel that lasted 13 days!! All this to say that TekSavvy has been a good choice so far and for the 28MB service starting at only 46$ you can't go wrong!! Wow thank you for this great Kudos! We are happy to have you on the TekSavvy team and are ecstatic you are enjoying the services. Thank you again and Happy New Year! mp

Thu, December 20, 2012

0 Vancouver,
BC
I have 25 units in downtown vancouver and i am looking for net and cable provider call me on 604 7007940 Hello,

Thank you for your interest, we would be ecstatic to have you on the TekSavvy team.

We have attempted to contact you Via telephone at the number you have provided to verify if you still require assistance but have reached your Voicemail.

If you do still require assistance please email us at Sales@TekSavvy.com and we can contact you at a time that is more convenience to you or by contacting 1-877-779-1575.

Thank you for your interest in TekSavvy.

Martin

Thu, December 20, 2012

-1 Vancouver
I switched to TekSavvy earlier in the year and I received decent service at a good price. But recently my internet went down, and after investigation TekSavvy said that the carrier (Shaw Cable) had to fix the problem and that they were trying to get Shaw to do that. But after a week of no internet and hearing there was no way to know when things would be fixed, I had switched to another ISP. TekSavvy has good people, but at least in my case they weren't able to get it all together for me. We regret to have lost you as a customer, unfortunately the issues you are referring to not only effected us but Shaw themselves as well and we regret to inform that this issue was resolved early this morning. We again regret to have lost you as a customer and hope to win you back in the future. Have a happy and safe holiday season. mp

Tue, December 18, 2012

0 Toronto
We're sorry, we're very sorry, terribly sorry, we regret, we apologize, etc, etc. Doesn't sound too positive lately. I had heard good things about this ISP from friends a couple of years ago. Now that I'm looking for a new ISP, all these "sorry responses do NOT inspire confidence in this company. Hello,

We understand why you feel this way, the situations that are displayed here are generally things that have gone incorrectly and for those issues we apologize for those mistakes but we also work towards a solution provided the customer would like to work towards the resolutions with us.

Thank you
MP

Mon, December 17, 2012

-1 North York
When I first got teksavvy 2 years ago they were amazing expecially the 300GB Cap but lately they starting to be crappy as hell continues dropped internet, streaming forget about it it's crap. Anyway I am venting, there CS is the worse, no experience in technical term, everything has to be done with Rogers so that means you'll have to wait 48-84hrs to fix anything. I am looking for another ISP. TOTAL CRAP. Hello,

I'm sorry to hear that your service has deteriorated. Yes, it is true that most service tickets do have to pass through the incumbents for resolutions (although the turn around for Rogers should be 24-48hrs). I understand that this has been going on for some time for you and it sounds like you have already contacted us to attempt resolution. If you don't mind though, I'd like to ask if you can send your account information to us at sm@teksavvy.com so we can look into this once more for you.

Thank you,
Keith

Tue, December 11, 2012

-1 Toronto,
ON
So far so BAD.

As mentioned, the company is dependent on Rogers for issues and repair BUT 24-48hrs response time? TSI as a company should stand up for its customers!

I bought TSI with my own modem(from rogers) and ordered it 1 month ahead(Oct30) to be activated Nov 30. Come day of, Rogers disconnects me and on calling TSI they said that they missed the day to reconnect my modem? Who's fault is that(they point fingers).

They then required a technician to come who showed up a week later. I'm in Niagara and get a phone call from the tech, and I confirmed that NO HE DOES NOT NEED TO SEE ANYTHING. HE JUST NEEDS TO FUCKING CLOSE THE WORK ORDER. 15 MINS AND IM ONLINE. WTF?! YOU CAN DO THAT OVER THE PHONE. I DID NOT CHANGE ANYTHING FROM MY SETUP PRIOR. ONE WEEK w/out INTERNET!

1wk offline is not bad, but if your work requires access and the house phone runs on VOIP...it's pretty fucking annoying...15mins...that's all it takes and it turned to a week.

I'll give it a couple more months and see if things improve.

Right now, the connection DROPS very often. When I play a game, I just disconnect. Streaming is a nightmare. I had to change settings in my modem because instead of 28MBPS I was getting 15mbps wired DL, 0.97 WIRED DL.

No tech support whatsoever.
We regret that you have had such a negative experience, and we would like the opportunity to have this issue at time of activation looked at for you if you are able to email us at SM@TekSavvy.com with your account information. As for the installation only taking 15 minutes and not needing access, this is not a everyday occurrence your installation may have went so easily because your previous provider didn’t come to your location yet to pull the line, provided the line was still connected the tech would then just tag the line TPIA and be on his way. There would be no way to guarantee your presence would not be required prior to technician arrival.
As for the slow speed issue and frequent disconnects our technical support team can troubleshoot this issue with you to diagnose the problem and work towards a resolution with you.

We hope your experience improves as we value you as a TekSavvy customer. mp

Thu, December 06, 2012

-1 Toronto,
ON
Extremely bad customer service.
Out of advertised 6Mbps download connection the best I was able to get was 0.7Mbps. On any attempts to try to resolve the issue, beside waiting 20 or more minutes until someone finally answers the phone, any contact was ending with confirming facts and lots of empty promises, but no action.
Don’t even bather!
Hello there,

I sincerely apologize for the high wait times. Our tech support department has been very busy. We have hired new Tech support staff to rectify this issue

I would like to fix the problem that you're currently enduring. Can you please send your contact information to this email address sm@teksavvy.com, we can look into the issue to see what can be done for you.

For now until we get your information to better assist you may you please check the following. Power the equipment off and back on after 30 seconds. If you have a router please do the same. If you have a traditional home phone line please check if filters on all devices on line other than modem. Try checking all jacks. The rest of the trouble shooting we will have to do with you once we receive your information.

Again we apologize and we are looking forward to rectifying your issue.

Sincerely,

TSI Shawn

Tue, December 04, 2012

-1 Nepean,
ON
Avoid. While it works it's not that bad but if you experience issue, you are out of luck. Their tech support has no tools and/or knowledge to troubleshoot cable service and modem connectivity. They are completely dependent on Rogers and if your internet goes down you can expect couple of days of outage. Troubleshooting is scripted by Rogers to prolong repair process and frustrate Teksavvy customers. Simple troubleshooting process lasts for at least hour and a half upon which you get information that issue will be escalated to Rogers which has 24-48 hrs turn around time with no commitment to restoring service. Very frustrating and disappointing service. Hello there,

I do apologize for the experience you have had this far with your connectivity issues. Our technical support team does have the tools and knowledge to diagnose the issue. But you are correct, we then have to submit the issues to Rogers and their turnaround time is 24-48 hours. This is the standard procedure, I apologize that this has been a frustrating experience, if you could e-mail us at sm@teksavvy.com your account information, we can then look into this further for you.

Thank you for your feedback
TSI Shawn

Fri, November 30, 2012

-1 Longueuil,
QC
I started using TekSavvy service in 2009. I already had my own modem, got some trouble with the line, but it was fixed at my convenience. No problem after that, everything worked just fine.
In 2011, I moved and I had the most terrible costumer service. They sent me a tech to reconnect everything without telling me. He called me and said that I don't need help to reconnect my modem (what I did without any problem). After 2 weeks, my connection dropped and when I called, I was called a thief for using their service without the intervention of a tech to reconnect my modem. The told me that a tech will pass next week without letting me the choice of the day/time. I then simply canceled my service.
Hello,

Thank you for your comment, and I apologize for the experience you had last year with Teksavvy. What you've mentioned here is not standard procedure, so I do apologize for this. I'd like to look into what happened here to make sure no other customer has an experience like the one you have endured. Could you please e-mail us at sm@teksavvy.com your account information so we can look into the situation.

Thanks you,
Tsi Taunia

Wed, November 28, 2012

-1 Greenfield Park,
QC
Customer service is AWEFUL.

Only after clearing out our schedule on Monday and Tuesday to answer the door for the Technician to install our internet, and after calling to complain that nobody showed up, do they mention that we would not have the internet before another week.

How can a company act in such ways ?

We need the internet for work @home, and they don't care. Can't purchase 'priority' service either.

SO FAR, SO BAD.
Hello,

I do apologize for the experience you have had thus far with your activation. If you don't mind could you please e-mail me at sm@teksavvy.com with your account information and I can look into this for you.

Thank you,
Tsi Taunia

Sun, November 25, 2012

-1 Toronto,
ON
The absolute worst technical support I've ever dealt with in my life. I've been scammed, cheated & blatantly lied to by organizations before. This is the first time I've ever felt the need to post negatively to make others aware.

I had a wait time of 4 hours and 56 minutes over the phone to speak with someone about issues with setting up my account. I called every single Contact number available on the TekkSavvy website just to get a hold of SOMEONE and could not do so for over 4 hours.

The most irritating part of this is that despite listing several different 'departments' and numbers, you end up at the EXACT SAME telephone prompt.

I finally got through around the 5 hour mark, and guess what? I am on hold listening to some poor quality country music being blasted into my ear.
Hello,

First off I would like to apologize for the wait times you have experienced with us. We are working very hard to alleviate this as quickly as possible. We have been hiring and training to bring these times down and we are not done yet. Now we are opening a new center in Gatineau as well. Also if you are calling prior to 6pm there should be a callback option that will hold your place in line and call you back when an agent comes available so you do not have to sit on the phone the entire time. Regardless, a wait of 4+ hours definitely should not occur and I am very sorry about that. Have you had your issue resolved yet? If not can you please email us at sm@teksavvy.com with your account information so we can look into this for you?

Thank you,
Keith

Thu, November 22, 2012

-1 Cantley,
QC
Was happy with them. Support has been good. But, connections have been dropping more and more frequently with useless support alternatives suggested. Bought new modem and have same results. Am looking for new provider. Hello,

I'm sorry to hear you've been having these issues. I understand that due to these frequent disconnects you are now looking for a new provider. With that being said if you can email us at sm@teksavvy.com with your account information, I'd like to have this problem looked into for you.

Thank you,
Keith

Thu, November 22, 2012

-1 Cambridge,
ON
Terrible tech suport. Ported telephone number from Bell to Tektalk, 30 days per standard porting policy was fine, but porting day it fell apart. Received email from Teksavvy advising the number was ported but no phone service. Several hours after port called teck support and no resolution provided, several hours later and still no phone service. Now Teksavvy cannot provide resolution other than give estimate of 48 hours for phone service to be reinstated. Hello there,

I apologize for the difficulty you have had getting the TekTalk service going. If this has not been resolved for you yet can you please email your account information to sm@teksavvy.com so we can have this looked into for you?

Thank you,
Keith

Fri, November 16, 2012

-1 Mississauga,
ON
Actually I've mostly had positive experience with TekSavvy. The problem is with some information I've happened upon recently. TekSavvy purposely denies residential customers SSL on pop3 (email) accounts. SSL helps to ensure that people cannot spy on your information and steal passwords and such. Quote from an email:

From: TekSavvy Support Team
Date: Thu, 15 Nov 2012 20:15:29 -0500
Subject: Re: [Ticket#201211111000****] Inquiry from public website
Hello ****,

We currently only offer SSL for business accounts in regards to email and have no plans to add it to our residential services.
---

This is a problem because I don't know what other security measures they are being relaxed about. I can't really trust TekSavvy with my data anymore. Including credit card info.
Hello,

First off I would like to thank you for taking the time to provide this feedback. Also I am glad to hear that for the most part your experience with us has been a positive one.

With that being said I have looked into this recently as was advised that SSL for our residential email service was something being looked into/worked on so this may be changing although I currently have no ETA on that.

As far the credit card information, our CEO recently confirmed that this is encrypted.

Thank you,
Keith

Tue, November 13, 2012

1
ON
Great ISP, used them for years. Previously DSL, now cable. My upload speed usually exceeds advertised speed. Download vary, usually 75% of advertised. (28mb/1mb) Thank you for your comments. Glad that you're happy with us.

Danielle

Tue, November 06, 2012

-1 Toronto,
ON
I have been a TekSavvy customer for about a year and a half. I called them to arrange for my service to be moved to my new apartment, and after a dropped call and two 30 minute waits, I was informed of the $65 setup fee for transferred accounts. First, I was surprised that the moving fee for loyal customers is the same as the setup fee for new customers. When I expressed concern about this to the service rep on the phone, she said that there was no way around it. I told her that I would have to look into other provider options in that case, as I didn't think it was appropriate to pay a standard setup fee after more than a year of service. She took no interest in my statement and reiterated that the startup fee isn't flexible. I had even asked if there was someone else I could speak to about this, but she said no. After doing some research, I decided to setup an account with Start Communications at my new apartment. I called TekSavvy again to cancel my account, and after another 30 minutes on hold, the representative asked if I had already switched to Start. I said not yet but that I was planning to, so she put me on hold while she transferred me to what I assume was meant to be the customer retention department. After 10 minutes on hold, she came back on the line and apologized that nobody from that department could be reached, and so she proceeded to cancel the account for me. This entire exchange left me with a bad feeling. First, I was relatively happy with TSI and actually wanted to remain as a customer for convenience's sake, but apparently my existing loyalty and customer record meant nothing to the company. Not only did they not take me seriously when I explicitly stated that I was thinking of changing providers in reaction to the transfer fee, but when I called back to actually cancel the account, the customer retention team wasn't even available to speak with me! Very unimpressed overall. I was only on hold for about 10 seconds when I called Smart to setup my new account, so hopefully they will be able to provide better customer service than TSI. Thank you for your comments. I apologize for the wait times. We are working to increase our staffing and are even opening a new centre in the Ottawa area to help with that. It should get better soon.

With regards to the fee for moving the service, the person you spoke to was correct that the move fee is not something we are able to negotiate on. We have to pay that fee to either Rogers or Bell with every move order and the incumbents are non-negotiable on that with us as well.

We do appreciate your loyalty and in no way was the inability to waive that fee meant to be an affront to that.

Danielle

Mon, November 05, 2012

1 Markham,
ON
over one year TSI user since got my new home. back to here today as showing my friend the ISP options.
Pos: stable, simple modem setting up (at least for me), true high speed at 15Mbps then 28 Mbps now;
Cos: nice person of customer service but no help for tech question at all. I am IT guy so I just google and find solution but not from TSI! Do not except TSI Tech because you have to waiting, waiting and waiting. Some times they call Rogers but you know, Rogers do not care about TSI's business. That's one of reasons you could see so many complains here.
If you can DYI basic trouble shooting like me, you will be very happen with TSI. Otherwise please go back to horrible Rogers/Bell.
Thank you for your comments. I apologize for the wait times to speak to a tech. We have been doing hiring and training and continue to do so to lower the wait to speak to someone, including opening another centre to help out with the call volumes. It should get better soon.

Danielle

Thu, November 01, 2012

-1 Montreal,
QC
Part of me wonders whether everyone I know who has lauded teksavvy secrectly works for them or something, because they have been pretty useless. I booked my Internet appointment, and was told I had two dates for when the tech would arrive. Turns out none of those dates were actually booked. They were tentative. I was booked for a few other dates without my knowledge. Now it's probably going to be about a month since I have booked my appointment before I get my Internet, and based on these reviews, it is probably not going to work. If I had known I would be waiting on hold for upwards of forty minutes at a time to deal with either really rude agents, or clueless but sweet people who have no real ability to help me in any way whatsoever, I would have just stayed with Bell. I understand they rely on techs from other companies, but teksavvy needs to take some responsibility for the crappy way they do things and stop blaming everyone else. Thank you for your comments. I appreciate your candor. I apologize if it was not told to you that the dates you give in the order are tentative until the booking of the install was confirmed. It also states that the dates are tentative in the order confirmation email that we send you.

We definitely are aware of the long wait times and we are working to get them lower. We've done several large hires and are continuing to do so. We are also opening another centre in Ottawa to help make the wait time lower.

I am concerned that you've been exposed to agents that you feel were rude to you. If you could send your account information to sm@teksavvy.com, we can have a look at the calls and make sure that the agent is coached and monitored.

Thank you,
Danielle

Thu, November 01, 2012

1 Richmond Hill,
ON
Best internet ive had by far! been with both rogers and bell and they dont compare in speed or reliability. im in oak ridges and if you're near it get teksavvy and have no worries about speeds or cost again! Thank you for your comments. I'm glad that you're happy with us. That's good to hear.

Danielle

Thu, October 25, 2012

0 Ottawa,
ON
Getting setup was great, the tech came at the predetermined time and got everything up and running. The service level seemed as per the advertised values. However, over the past 2 and a half days we have had no service. CS is aware and it appears to be a problem associated with our area in ottawa. Unfortunately level of service is paramount, and as such we will be moving on. Thank you for your comments. I'm glad your install went well and services were working well for you. I apologize that you were affected by the outage in the Ottawa area if you are still having issues and have not moved on, please email us at sm@teksavvy.com.

Danielle

Wed, October 24, 2012

-1 North York,
ON
I've been trying to get my home phone connected for about 6 weeks now, and it has just been a nightmare. Between the poor customer service at Teksavvy and the incompetence at Bell, I'm frustrated beyond belief.

I signed up for the service, was charged for the setup fee and the first month, and was told that someone would come and connect me. I was given a connection date and time window (between 8 and 5), and yet no one showed up. When I called Teksavvy, they said that no such assertion was ever provided, and I would have to wait for a confirmation Email before any connection appointment would be scheduled. Well, I waited....five days later I called them up and they said that the connection had already been done three days ago! No email or notification was ever sent to me, and the Teksavvy CSR acted like it was my fault for not checking the line every day.

Regardless, I still wasn't getting a dial tone in any of the jacks so I called Teksavvy again. After waiting for over an hour to reach someone, I was told that it was an internal wiring issue. I disputed this, and was told that in order to get Bell to come and check it, I may have to pay $85. I agreed, and a Bell technician was apparently dispatched the next day. I never saw this technician come onto my property, but apparently he came and fixed a cut wire. Teksavvy then contacted me to tell me that my service was fixed and that Bell had tested it and it was working.

I still didn't have a dial tone so I called them back to report this. Again, they said that it was an internal wiring issue and everything was fine from Bell's side. Naively believing that they knew what they were talking about, I hired a contractor to replace my house's junction box and check all the wiring. After paying his fees, lo and behold, there was still no dial tone.

I called Teksavvy again, and was given the same warning about the Bell technician's fee. Again I agreed, and another technician was dispatched. Again, when I called Teksavvy to check what had happened (because they refuse to provide any sort of update voluntarily), I had to hold for over an hour and was told that there was a cut wire somewhere. I'm not sure how this could be the case when the last Bell technician said everything was fine, but the Teksavvy CSR's don't listen to reason.

Anyway, now Teksavvy is saying that the first available appointment for Bell to come and fix the cut wire is next week, and I have to wait until then. Along the way, Teksavvy has billed me for my second month of phone usage (even though I haven't had the connection for a single day as of yet). When i refuse to pay, the CSR threatened to cut my phone service! I laughed at her empty threat, as they would actually have to get my phone connected first before they could cut it.

A word of advice to anyone considering Teksavvy....stay far away. These guys are just out to scam as much money as they can without having any regard for customer service. When you call them, the average wait time (regardless of time called) is over an hour, and the CSR's are rude, arrogant and generally obnoxious. Issues are never resolved and I have wasted an outrageous amount of time and money on something relatively minor. In hindsight, I would have been much better off going with Bell and paying the extra $10 a month...at least I would have had a phone that worked and a lot less stress in my life.
Thank you for your comments. I apologize that you've had such a bad experience in getting your phone service set up. I'd like to look into this issue for you. Could you please send your account information to sm@teksavvy.com so that I can do a review of the process and see if we can get things resolved for you.

Thank you,
Danielle

Sat, October 20, 2012

-1 Oshawa
It's been 8 days since the tech came out to connect my service, (14 days since I signed up and paid upfront), and still no internet. I need the net for my work so in trying to get this resolved, I've spent hours in total (the vast majority of that on hold) on the phone with TSI. While the staff is professional and apologetic, I want results not sympathy. They keep insisting that this is Rogers' fault, (they DID troubleshoot me), and there's nothing they can do but when I asked them "At what point will someone there stand up for me? What will that take?" I couldn't get a straight answer. Every time I've called I've been told that they're sending Rogers an email and I need to wait 24-48 hours for Rogers to respond. Well, they've had THREE "48 hours' to respond". When I asked TSI to escalate my issue, they refused, saying that the procedure was to allow Rogers 48 hours. "They've had that 3 times!" More sympathy, no results. I asked customer service to circumvent the typical procedures, considering the situation. They refused. I asked them how they can ask me to wait AGAIN - more sympathy, no answer. I asked them to clarify - "so as long as Rogers fires off an email every couple of days, I could be without internet indefinitely?" Couldn't get a straight answer. I asked for their contact number at Rogers because I'd call myself if no one there would - apparently they don't have one. (Marc, (ceo), are you serious?) So I asked TSI to call ME when they get more information because I can't waste any more cell minutes on hold. They agreed, but never called. They ended up sending us an EMAIL (rofl!), which we only happened across when borrowing a friend's net. Rogers ended up telling them that there's no issue on their end so TSI submitted them ANOTHER TICKET. (Guess how long I have to wait for a response?) So far, TSI has done nothing but cost me - cell phone minutes, time, work and blood pressure points. I've been patient, never been rude to any of their staff, but I've about had it. And after reading so many TSI forums (on borrowed net), I have no idea which company is actually responsible for this disgrace. But as far as I'm concerned, TSI SOLD me internet under the understanding that I would RECEIVE internet. I don't care whose fault it is, TSI owes me results. Like so many, I've had nothing but terrible experiences with Rogers and Bell and desperately wanted to avoid them, but they're looking better every day. They cost everything that TSI does (as above: time, blood pressure etc.), but at least I get a service in return... TSI is on a countdown to my cancellation. Hi There,

Very sorry to hear about this situation. When we submit a new order off to Rogers and if it is not serviceable it should have come back right then. Looks like the ball was dropped on both our ends for the prolonging of your inconvenience, even though this is an extremely rare case, your experience proves it can happen and we will strive to ensure this does not happen again. At this point all we can do is apologize and hope your future endeavors are more successful.

Kind Regards,
TSI Liz

Sat, October 20, 2012

0 Oshawa
Update: Just to *up* the nightmare factor - TSI called and informed me that the reason it's taken two weeks, several hours on the phone and a carry-on defibrillator and I still don't have internet is because they don't have cable internet available in my area. You've got to be kidding... After all that? All that blaming someone else? Okay... I soooo don't want to be with Bell or Rogers so we reluctantly discussed phone line net with TSI instead. Not only will it cost me more per month (which, again - reluctantly, I considered) but they won't waive the extra $40 Bell charges for installation. Come on, TSI! It's not like I'm trying to take advantage of a minor miscommunication to get a bunch of free stuff. You've COST me money from day one and this is a pretty major eff-up which falls into the "incompetence" category - all I'm trying to do is get the service I've paid for, (I've over-paid for), and not have to pay extra - which I can't believe could even be suggested that I do. I want SO badly to like you but on a playing field where the only apology that means a damn for a *legitimate* complaint is you making things right in any way you can, you have completely dropped the ball. Ended up cancelling completely. Looks like I'm telling my friends and family to stick with those other guys.

Fri, October 05, 2012

0 Toronto,
ON
UPDATE: After failing to get anywhere with the Teksavvy technical support team regarding activation of my phone line(they claim it is already active even though I can't get a dial-tone on any jack), I went to test the jack at the demarcation point. Lo and behold, there is no dial-tone there either.

After being put on hold for almost an hour, the CSR promised to have a Bell check out the issue today. I'm not too optimistic, particularly since the CSR made me agree that I would pay $90 if there was no problem found on Bell's side. He also said that Bell may not even visit the premise, and may just perform a remote check, and if they found everything to be in working order, then I would be charged. I told him that things were not in working order, as there was no dial-tone, but he was more concerned about getting me to agree to pay another $90 than anything else.

I haven't been home to check whether my phone is working or not yet today, but I'm not too optimistic. I regret ever going with Teksavvy and if they were willing to refund the money they have already charged me for service they haven't yet been able to deliver, I would happily pay the $10 extra for Bell or Rogers phone service.

Teksavvy may be cheaper, but as I am learning, you definitely get what you pay for.

ADMIN NOTE Rating changed to neutral: Updates to previous reviews are absolutely welcome but in the interest of fairness, updates must be left as neutral, so as not to unfairly influence an ISPs rating up or down.
-Marc
Hello again,

I do apologize for the delays and frustration here. It sounds like the Bell tech did confirm that the issue was on their end so that possible charge shouldn't be an issue.

We have sent a follow up email to confirm that the Bell tech was able to resolve the issue on the 6th. Please respond via that email or call in to let us know. If we receive confirmation that all has been resolved we will credit the account from the day Bell told us the order was complete (the 28th) to the day the service actually started working for you.

Thank you,
Keith

Thu, October 04, 2012

-1 North York,
ON
I tried signing up for phone service with Teksavvy and it has been a nightmare so far. I signed up over the phone and was given a specific installation date and time window (9-5). I stayed at home that day for installation, but no one showed up. I called Teksavvy and was told that I had to wait for a confirmation Email and the date that was given to me was just an estimate.

I waited another five days and never got an email, so I called Teksavvy again and was told that my phone had already been connected several days ago. I asked which jack was "live" and the guy told me to go around the house and try all of them until I found the right one! Anyway, despite my anger, I did that and yet couldn't find any with a dial tone.

I called Teksavvy back and was informed that it is not their problem, as they only connect the line to outside the house, and after that, it is my responsibility. They then said that they would charge me $90 for a technician to come out and see what was wrong. I asked for a refund for the phone service I am not receiving, and that was refused. So, I'm stuck paying for a service that hasn't worked and I've wasted over 2 weeks in the process.

While the Internet may work well, avoid these scam artists for phone service. Their customer service is worse than Bell's!
Hello,

If you could please email me your account information at sm@teksavvy.com I can certainly look into this for you and see what happened with your activation date.

Yes, the date given when the order is placed is a tentative date. If the agent did not inform you that you'd be receiving a confirmation when we had a set date I do apologize. And again, it sounds like you weren't contacted once there was a confirmation either. Again I'd like to look into this to see where the ball was dropped to prevent this happening again in the future.

It is true that we are do not handle internal wiring, and this would have been explained to you when the order was placed (in the Terms and Conditions the agent would have read you). However, the 87.70 charge is not a charge for a technician coming to see what the problem is. That charge is only a possibility if it is discovered that the problem is internal. If there is anything wrong on the Bell network (up to your demarcation point) there will be no charge for repair.

If you have any further concerns, please include them in an email to sm@teksavvy.com.

Thank you,
Keith

Wed, October 03, 2012

-1 Ottawa
To date I have had one of the most terrible client experiences in my life with this company. My internet is not even setup yet and it has been eight days since they assured me it would be up and running. An incompetent technician showed up initially on schedule and I walked around with him for an hour trying to help before he called his supervisor because he couldn't find my cable box. After talking to his supervisor with me at his side he told me the supervisor would come the next day to fix the situation. No technician at all has shown up and I have spent approximately four hours discussing the issue with them and attempting to get someone on site. I requested that as a service gesture I would appreciate being given my first two months for free. The rep I spoke with initially said he could pro rate me my fee for when I start receiving service(something I obviously expect) and give me a rebate for one week (about $10). I had my call escalated to a manager who said he could rebate me for two weeks but I would have to call back once the internet is setup. After this I was not happy about having to call back and this disrespectful offer, I advised the manger I was speaking with that I would like to speak to someone above him and he said he would have someone call me the following day about a higher rebate. I have still not heard from anyone back and continue to wait for my internet service to be setup. Hi There,

I'm sorry to hear about your bad experience to initliaze your service with us. Unfortunately they are not our technicians, so as frustrating as that is, it's completely out of our control. Our profit margin as a wholesaler is very narrow because we pay our vendor (Rogers) for you to have service. We do not any way of crediting you the way vendors do. It is not meant to be insulting by any means.

I would be glad to look into this for you, please email us at support@teksavvy.com and I will get this account reviewed as quickly as possible.

I hope your experience from here on out is a positive one.

Have a great day!
TSI Liz

Mon, October 01, 2012

-1 Toronto,
ON
I have been a teksavvy customer for over 5 years. They used to be great but have gone downhill fast over the last little while. Tech support is presently actually worse than Bells believe it or not. I have had to call them three times over the last couple of day and was on hold an hour or over every time. My 6 Mbps that they are charging me for has been connecting at .5 Mbpa ( Thats right point 5 Mbps ) That is basically a step above a dial up connection. This is totally unacceptable. I am also constantly getting drop outs. To say I am unhappy and disappointed with Teksavvy is an understatement. Bell is starting to look good at this point. Hello,

I just want to start off by saying thank you for your honesty & we thank you for being a long time client of ours.

I sincerely apologize for the high wait times. Our tech support department has been very busy lately as August/September is our busy season, especially with students heading to school. Before this rush we do forecast and take action to lessen the impact on our existing customers, but sometimes, as a growing company, it is hard to not feel the impact.


I would like to fix the problem your currently enduring, but because this is a public site i'm not going to ask for your account info to be posted here. Can you please send your contact information to this email address sm@teksavvy.com referencing our current interaction and placing “ATTENTION TIM” in the subject line. Let me know the best time to call and I will reach out to you. For now until we get your information to better assist you may you please check the following. Power the equipment off and back on after 30 seconds. If you have a router please do the same. If you have a traditional home phone line please check if filters on all devices on line other than modem. Try checking all jacks. The rest of the trouble shooting we will have to do with you over the phone.

Again we apologizes and we are looking forward to rectifying your issue.

Sincerely,
TSI Tim.

Thu, September 20, 2012

-1 Montréal,
QC
Hi, I've been with TekSavvy for only 2 weeks after waiting 4 weeks for my services to be installed. I got the 30Mbs Unlimited package and purchased the best modem and paid all fees asked.

The first 4 days the speed was as promised at all moments of the day. My online gaming experience was flawless.

But slowly, the speed started to be slower and slower. To the point where I now have to wait because a non HD YouTube video does not load fast enough. This is it. I'm getting less than 10% of what I'm paying for.

I'm currently on Hold and have been for the past 40 minutes without any answer form the 1877 number that they have as a contact on this website.

This is unacceptable.

I highly don't recommend bothering with this company. This is false advertisement and BS! Stay away!
Hello,

Thanks for your review. If you could please send an email to SM@teksavvy.com. We would like to take a look at your issues.

Regards,
Martin

Mon, September 10, 2012

-1 Oshawa,
ON
I ordered the fastest DSL Internet from Teksavvy, and was told that technicians would come to my house and have the service up and running on September 7, 2012. Nobody showed up. I called and was put on hold for "just a moment". That "moment" was actually 30 minutes.

I ended up speaking to a technician that was helpful in explaining why nobody showed up. A hold was placed on my account and I still don't have internet because "there are not enough ports available." This is extremely stupid and unacceptable. I was told that there was no way for me to get internet unless somebody else cancelled! What kind of ISP says that they can provide internet in an area, but not have enough ports to be able to service said area?

If this problem isn't resolved within 3 weeks, I'm cancelling my "service" (I haven't gotten any) and trying to get internet with a different ISP. I NEED the internet to be able to hand things in to my professors at school, and check schedules and things to bring for certain classes. I'm hoping for someone to respond to this quickly and help me.
Hello,

I am sorry for this inconvenience. Unfortunately the qualification tool we are provided with by Bell only tells us what speeds the location can handle, we are unable to see port availability from this end. Regardless once we received the rejection from Bell due to port shortage someone should have contacted you to let you know. I apologize for the lack of communication there. If you could email you name and account and/or phone number to sm@teksavvy.com, referencing this review, we can certainly push the order to Bell again to see if there are more ports yet.

Thank you,
Keith

Wed, August 29, 2012

-1 Etobicoke,
ON
Been with Teksavvy for 5 years when the customer service was excellent. I advised customer service that I would like to transfer my home phone and DSL from Etobicoke to Milton. CSR advised me that there would be a reconnection fee of $84.75. I requested CSR if they could waive this fee as I had been a customer for 5 years. CSR refused to waive this fee and in addition mentioned that I would not receive a credit for my home phone and DSL that I had recently paid. CSR mentioned someone one from their RET department would get back to be within 24 hours regarding my concerns. I waited for 48 hours however no one contacted me. I contacted Teksavvy again who escalated my concern and later someone from RET did contact me but refused to waive the connection fee of $84.75 mentioning “we are a small company and don’t make any money”. I have cancelled both my home phone and DSL service with TSI. There is no difference between customer service with TSI, Bell or Rogers. Hello,

Thanks for adding the review. Typically activation fees are set by our Vendor & not directly by us. I can understand the frustration you seem to have gone through. Apologies if you felt mistreated in any way.

Regards,
Martin

Fri, August 24, 2012

0 Markham,
ON
As with most people I just wanted to get away from Bell and Rogers so I signed up with TekSavvy for cable internet. In terms of getting questions answered and setting up the initial order all went well. I have been using the service for several months and the speed and reliability all seem good..

There have been a few occasions I had no service but I am not sure if it was due to TekSavvy or Rogers. Of course when I call TekSavvy they say its Rogers and when I talk to my neighbour who is with Rogers they are up and running.

The issue with TekSavvy is the customer service aspect;

Once the order was processed this is where signs of incompetence started to show. Even prior to us getting the service started (The order was made to start 30days after since I had Rogers service until that time) I was charged the 1st payment immediately even before the modem arrived. I called and after a few attempts one of the service people I spoke to agreed it was incorrect and said a credit would be applied to the account.

There was an issue with the setup/install date so the original start date was delayed for another 30days. So the next month I was billed again and no credit was applied from the previous time. This went back and forth for another month so by the 3rd month after setting up the service billing said 3 months are due while customer service confirmed only 1 month and I should have a credit on the account. After several more days of calls finally had the proper credit applied.

Amusingly the following month after the bill arrives and still no CREDIT!!!!!!!!!!!!!!!! So I call and now I am advised by another service person TekSavvy can not actually credit the account they can only refund me by sending/mailing a cheque to me???? Again more frustration. At the end of the day who ever I was speaking to advised they can apply the credit but what I need to do is call in every month for 3 months so they can apply it.

Months later I decided to try out TekSavvy for home phone service . This was a horrible mistake. The service was ordered in late June/early July and the sales person confirmed everything is good to go, our current number can be transferred and within 5-7 days we can expect the install. We were notified of the date and time the first service person from bell was to arrive at the house. However; he was unable to do anything as he said there are not enough lines on the street so bell has to make a connection. Of course no follow up from TekSavvy and you guessed it a payment was processed even though we had no service. Needles to say I called billing right away. Now Since that initial service call we have had 5-6 bell service people come to the house all with out any notification from anyone at TekSavvy so of course they were all missed. Each time we called TekSavvy advised they would have to charge us for the missed service calls!!!!!!!!!!!!!!!!!!!!! After getting a supervisor on the line it was agreed the error was theirs since no one notified us of times or days. Needless to say the initial service person came July 9 2012 today is August 24 and I still don’t have a phone line in my house. Needless to say I just got off the phone with TekSavvy and canceled the phone order. I am I do not have an issue with getting the refund on the $25 service charge and the 1st payment that they took from me.

So on a scale of 1-10 (10 being best) for the internet service. I would say the product offerings and reliability would be a 6-7 . As for service I would have to give them a 1-2.
Hello,

Thanks for taking the time to review the service. If you would kindly send an email to support@teksavvy.com so I can review what occurred during the several months of billing issues.

Thanks,
Martin

Thu, August 23, 2012

-1 Toronto,
ON
Today I have started to shop for a new ISP. I am tired like most people being gouged in price and service by bell/rogers.

So today I went and reviewed good and bad services on this company and decided to see first hand how the CSR's are. Well firstly, I am a CSR myself, and a computer tech for more then 10 years. So I know how to speak and treat customers with some moxy and cheerfullness.

Well. Firstly the CSR I spoke with, wow, what attitude - not sure if she was having a bad day, or something personal was going on, but OMG what rudeness..So after getting past that and discussing why I was calling, which was for Cable Internet and we discussed pricing, and refunds and any limitations that I wanted to address, and to the CSR's credit, she at least made the effort to answer my questions. My reluctance in ordering the service was based around the refunds or credits on the service.

I was trying to ask her if there was something wrong with the modem , how fast a replacement one can be sent or if I could pay to have it couriered if I needed it sooner, well no sooner did I ask the question then she took a chomp at me in a rather rude voice and asked if I had more questions about this service. Well Teksavvy, I have friends that swear by your service, but as I read in the website here, there is definately a lack of professionalism and courtesy by at least 1 of your front line staff. If I am not even a customer and are treated this way when I have questions, then No way am I going to order a service that can't even ensure that their CSR's have some basic phone manners...Sorry Teksavvy - you lost out on this one
Hello,

Very sorry to hear of your experience. If I could ask that you email us support@teksavvy.com with the phone #, time of the call & possibly the name of the agent you talked to. We would like to take the opportunity to coach the agent if this was indeed the way the call went.

Thanks,
Martin

Mon, August 20, 2012

-1 Toronto,
ON
Like many people here, I wanted to get away from Rogers and their overpriced service, and ridiculously low bandwidth. However, after being a customer of Teksavvy for only 51 days, I can definitely say that I regret making the move. As I said, I have only been a customer for 51 days, but I am now on day 6 (that is 6 in a row, with still no word about the service being fixed) of having no internet service. Do the math...that is around 12% downtime, after only a month and a half of being a customer!!! I have spoken to at least 5 different tech support people, who have been helpful and courteous, but in the end, unable to fix the situation. One thing that I did find a little ominous in terms of potential future downtime is that not one of the tech support people seemed very surprised with the length of my downtime...even as it has grown to six days. For the first two days of the downtime all the tech support people had me do was reboot my modem over and over, as if you couldn't manage to reboot a modem properly within the first 10 times. Ask yourself, how long without service is reasonable, and when does it become beyond unreasonable? What people say about the courteous tech support is true, but what good does that do if you have to endure one week of downtime at random intervals with no solution. I work from home and this has been a huge inconvenience for me. So, here I am on a neighbours computer (rogers service of course)posting this review. Do your homework before you pay for this service. Maybe one of the other independant services (acanac - distributel) with poor tech support but reliable service is a better option. As they say 'buyer beware'. I apologize that things have gotten off to such a rocky start with us. We definitely do not want to see that amount of downtime for anyone and it's not the norm for our service at all. If you could email me some information to pull up your account to support@teksavvy.com with the subject line Candadian ISP - downtime, we will have a look into into it for you.

Thanks,
Danielle

Sat, August 18, 2012

1 Toronto,
ON
I've had a good experience using these guys for DSL, and I've recommended them to a couple of friends.

I'd previously been with both Rogers and Bell, and TekSavvy are way way easier to deal with. Their staff are helpful and polite, and being with TekSavvy has been easy.

I've been with them for 4+ years. Over those years I've had the occasional downtime or hiccough, and I've always found it relatively painless to get somebody on the phone to help me out. (In the end my problems were caused by poor-quality wiring in my aging apartment building, and a technical problem in Bell's network.)

I've used the single-link MLPPP protocol TekSavvy offer to avoid Bell's bandwidth throttling (although I'm not using it anymore), which was neat and fun. Currently I'm thinking of upgrading to one of their faster packages sometime soon.
Thank you for letting us know how the service has been working for you. We definitely appreciate you taking the time.

Danielle

Tue, August 14, 2012

0 Guelph,
ON
I have been dealing with TecSavvy for a year now. Tech. support/ pricing are exceptional, billing and communication are abysmal. Billing still seems random - I've had to remind them to bill me in the past. On each occasion that I've tried to point out errors in billing, I've virtually gone through an interrogation. Most recent event, I've essentially been called a liar. I like this service, but I REALLY resent arrogance and a reluctance to accept responsibility. I apologize that you've had an issue correcting the billing on the account. It should definitely be coming at the same time each month. If you could email me at support@teksavvy.com with the situation and some information to pull up your account, I'll have a look and see if we can get this fixed completely for you. IN the subject line, please put Candadian ISP - Billing so I can keep an eye out for it. Thanks.

Danielle

Mon, August 13, 2012

-1 Mississauga,
ON
They give half the advertised speed and they don't care since it's "up to" that speed. I've been told that repeatedly. I also bought a modem on their supported modem list to help remedy the situation since they claimed the problem was with my modem. Then they claim it's not compatible.

Here is the tech support process:

* call in, wait on hold for 30-90 minutes

* they make you disconnect your router, so forget tech support if you only have VOIP.

* Then they make you do all kinds of stupid tests that take a long time

* then they say they are submitting the report and you will hear back in 24-48 hours

* in 48 "business" hours, they send you an email that basically says "everything's fine, call us if you continue to experience problems"

* rinse and repeat thousands of times with no discernible action taken on their part. They waste unlimited amounts of your time to debug their system. They promise to call back, but they don't usually do that.
I apologize about the issues that have been going on. I can have a look into all of this for you. If you could email support@teksavvy.com and put the subject Canadian ISP - Speeds, along with some information to pull up your account, I can see what's going on and what we can do to fix things.

THanks,
Danielle

Thu, August 09, 2012

-1 Montreal,
QC
Due to the long Civic Holiday weekend, Bell was unable to get out to fix the issue for us. It is unfortunate that you had to suffer through this, but everything should be fixed now. If you continue to have issues, please don't hesitate to contact us."
I did contact you. Five hours of waiting on hold. Four emails between Wednesday and Tuesday that went unanswered. 3 hours of working with front end personnel repeating the same test and forgetting to open tickets. 5 days of downtime. 3 returned messages hoping everything was well and cheerfully encouraging to call the 1-877 number if I had any problems. You guyes did nothing and hid behind your call agents hoping the problem or the customer would go away by itsef. I hope Mr Calgary and Mr Paris (who happened to post within minutes of each other) enjoy the continued great service!
Hello,

Again, sorry you have encountered this issue. Were you not provided a credit for the days you were down? Please do keep in mind that for the issue you had to suffer through, if we would of opened a ticket with Bell, you would of been charged $87 + Tax. We certainly didn't want that to happen to you. If you could send an email to support@teksavvy.com ATTN : Martin SM so I can look at your situation.

Regards,
Martin

Wed, August 08, 2012

1 calgary,
AB
i love your internet its one the very best in my area and i would recommend your services here to anyone keep on the good work! i hope the cable service will be here soon! im not much of a shaw person and would be happy to try your cable internet when it does come to calgary Hi,

Glad to hear you are happy with the service. As for Cable, we have no ETA as to when this may occur, but do keep an eye out on our site so that if we do start offering the service in your area, you may be informed of it.

Regards,
Martin

Wed, August 08, 2012

1 Paris,
ON
I have switched from Acanac to TekSavvy a few months ago. Since the switch, I have dealt with tech support 1 time, absolutely flawless support. I have just switched my home phone service and could not be happier. I am amazed bye the English speaking Canadian on the other end. Please keep up the good work. I just want to say how much I appreciate TekSavvy. Hello,

Thanks for your comments. We are very happy to have you as a customer as well.

Have a great day!

Martin

Mon, August 06, 2012

0 Montreal,
QC
I have been with TekSavvy for 5+ years. I have had only a few issues with occasional outages and problem with ISP supplied modem early on - however this week the service has been out for 5 days and running!! The staff has been courteous but not very helpful in resolving the problem. Wait time on phone this week has been between 10 and 35 minutes just to
get a support person. First we did an hour of tests successfully
reaching "test@test" server but not their servers and staff said service should "come back soon". Next day we repeated testing and finally the support guy admitted that they have been having issues with a server for past 2 days, and it should be fixed soon. Day 3, we repeated tests again and support (girl this time) repeated story about server problems, but this time suggested that I paid $87 to have Bell test the line!! Today
is day 5 of outage and still no progress. 3 additional emails have gone un-answered. I am really not looking forward to another round with them today. No indication of this issue in their blog and their support forum
is locked. If not resolved by Monday, I am going to cancel service and go back to using Bell directly. - Martin in Montreal Quebec
Hello,

Apologies for the downtime you experienced. The problem ended up being tunnel switch configurations on several BAS Servers between Bell & TekSavvy. Due to the long Civic Holiday weekend, Bell was unable to get out to fix the issue for us.

It is unfortunate that you had to suffer through this, but everything should be fixed now. If you continue to have issues, please don't hesitate to contact us.

Regards,
Martin

Sat, August 04, 2012

-1
ON
I was referred to TekSavvy by friends who raved about this company. I bought a kit from Canada Computers and had no problems with my set up. About 5 months later, I decided to upgrade my services and WOW! Has it's been a nightmare!

I was told that I had to wait 5 days for someone to set up my new services. Please be warned that upgrading actually means 'New Set Up' - meaning that you will be charged installation costs. HELLO. I am PAYING YOU MORE MONEY MONTHLY, I am NOT a new customer, YOU can't even waive this fee?

My billing address is different from my service one and I specifically told them which house to go to. 5 days later, we get a phone call from the installer saying that they don't know which house to go to and to call TekSavvy to confirm. I quickly called TekSavvy who said that they will have to request another service call, so I have to wait another 5 days. Very well… Another 5 days later, and they go to the WRONG house again!!!! I call them and again, they told me I have to wait another 5 days!!! By this point I am pissed off and request that they waive my installation fees for the trouble. The best they could do is "Give me a credit for 7 days of down time." … But I've been down for 15? The 'Manager' I talked to even said something along the lines of, "Well obviously you can't go anywhere else because you'll have another week of no internet." when I mentioned that I was going to cancel my services.

We worked a deal where he would give me two weeks of credit on top of the original one. I get my bill the next month, and they didn't apply the credit. I call customer service and they said that it will be shown the next month. The next month I get my bill, and on the first line it says, "Credit for 14 days of down time." - But there is a charge of $20??????? Perhaps I am an isolated incident, but I would think any company would double check to make sure there are no errors for a customer that had such an awful experience. Obviously there is a communication problem within the company and no one has even stepped up to rectify the situation. I was told that I will receive my credit on the next statement so I will have to see then.
Hello,

I'd like to review your case & see if everything has been adjusted appropriately. Due to being a pre-paid service, on a new activation, the billing gets modified to reflect the start date. If you changed from a DSL 5Meg service to a FTTN 10, 12, 16, 25 Meg service, there is an installation fee, but if you went with a Cable service & upgraded, then there shouldn't of been an installation fee.

I would kindly ask that you contact me via support@teksavvy.com. Please use subject Attn: Martin(SM).

Regards,
Martin

Wed, August 01, 2012

-1 Brampton,
ON
Once you signup with them, there is no going back. Even if you cancel the service in two days you lose atleast $200. Which includes First month fee, installation charges, setup fee, modem price and even modem shipping cost.

Customer service becomes very rude as soon as you cancel the service. They dont even return the unused modem without $25 restocking fee and shipping back is on you.

I lost $200 for trying them to 2 days.
Hello,

Very sorry to see what happened. If you could personally contact me via support@teksavvy.com. PLease set the subject as Attn: Martin(SM), I'll gladly look at what occurred & ensure that this may not happen in the future.

Best regards,
Martin

Sun, July 29, 2012

1 Toronto,
ON
Server issue mailed to Teksavvy @ 11:20 AM on Sunday morning; Teksavvy responded @ 12:01, 41 minutes later to say that the issue had been identified and fixed.

I am one HAPPY customer! THANK YOU!
Hello,

Glad to see all was fixed.

Martin

Tue, July 17, 2012

-1 Newmarket,
ON
I am canceling our DSL service with Teksavvy after 5 years with them.
we moved to a new house last july/11 and moved our DSL line too. Everything is fine up to July 16 (exactly 1 year after the move) and NO INTERNET service. Hubby calls tech support, on hold FOR 1hour and 23 minutes (!!!!), which is absurd!!! and ...tech support cannot figure out the problem of disconnection!

They suggest to dispatch Bell TEchnician to check the outside box - possible $90 charge...I am so pissed! I will be cancelling today! I dont know what kind of tech support they have but they obviously suck as i told them that in October/11 we had a problem with IP configuration...they finally decided to look into this after being on the phone for another 1 hour with them...and GUESS what? there is a problem with DNS server...(hubby wrote everything down...smth about IP switching back/forth after settings take place).
I dont want to pay $90 to Bell - i Hate BELL.

We live in Newmarket, so if anybody has any other suggestions on CABLE internet (would take DSL as well perhaps but we would have to pay for Dry loop service) in Newmarket, Please-please-please - PM me....
Hello there,

I would like to apologize for the trouble you are having with the service, as well as for the long wait times. We are in the process bringing in new personnel to decrease these wait times in the future.

As far as the service fee goes, Bell is fully responsible for their network. That fee would only come into play if the problem is internal and not on Bell's end.

From what I see here you may have set up the cancellation already, but if you have any further questions or concerns please contact us at support@teksavvy.com.

Thank you,
TSI-Keith

Mon, July 16, 2012

1 Toronto,
ON
Timely response to a hosting issue; Fix was fast and efficient - Very pleased. Hi, thanks for the feedback. I am glad to hear that the fix was timely as well as effective.

Thank you,
TSI-Keith

Thu, July 12, 2012

0 Scarborough,
ON
This used to be a fantastic ISP. They have grown too big now, I fear, and just can't seem to bother hiring the extra support staff they need. I've been with them a few years now and in the past 6 months there have been a significant number of outages. My cable connection has been spotty again tonight, which finally prompted this review. It's been out for 10-15 minutes, then back for 5, and out again. This isn't just the terrible firmware issue I'm suffering through with the Thompson modem that keeps resetting every few hours; this is something else. Last month was a similar outage that lasted a day. At least this time it looks like it won't be out for very long. The big problem is, when these things happen there's no way to get any help or information. It *always* takes 40-60 minutes to get tech support on the phone. That would have been bad enough when most people still used Bell landlines with unlimited minutes. Now that most are on cell phones with limited airtime and battery life, it's just extraordinarily disgraceful customer service. Their tech staff are friendly and usually helpful enough, but you just can't get to speak with them.
I'm seriously considering changing ISPs and unfortunately I would now discourage any from going with Teksavvy. It's too bad, 'cos they were great when they were smaller. They so desperately need better phone support.
Hello, I do apologize for the frustration these wait times cause. This is something that we have noticed on our end as well. We are in the process of increasing our personnel. Hopefully you will see those wait times decrease in the near future.
TSI-Keith

Sun, July 08, 2012

1 Windsor,
ON
I have been with TekSavvy since April 2011. Switched from Bell as they could not offer me the usage I required. Set up was easy, and I had 0 outage between Bell and TekSavvy. I have had 0 problems since. Very happy with the service. Also, I was able to configure my Bell 2-Wire wireless modem to work with TekSavvy. Thank you for the feedback. I'm glad to hear everything is going well for you.

TSI-Keith

Mon, June 25, 2012

-1 Burlington,
ON
Have been with Tek Savvy for about 2 years. I returned home May 13, 2012 after being away for about 9 mths. I continued to pay for my service during this time despite not using it. As an aside, they also increased and bandwidth and monthly charges despite no usage being registered on my dsl and despite me never authorizing them to do so. I then had to fight with them to reverse the charges AND to get them to do so without charging me a fee for changing bandwidth categories!
Since being home on May 13, 2012, I have experienced a drop in download speeds every night between 9-11pm. The ping time is increased and there is packet loss. It gets increasingly worse until I cannot even run speed or ping test on the system. I have called countless times. Every time I do so in the evening, I have waited between 40-60 minutes on hold. When I finally talk to someone, I have to repeat the same things ad naseum. I have had at least 5 Bell technicians here. They kept getting resent because they have been asked to come in the evening when the problem is occurring yet they they always show up in the daytime. Tek Savvy has yet to take any corrective action to force Bell to deal with this at night time when the problem is occurring. One Bell technician was mad because I told him to leave and so he deliberately switched the wires inside of my NID so I had no telephone service in my house at all. Tek Savvy refused to force Bell to send someone back out to rectify the situation (my home phone is not even through TS so Bell had no right to leave it disconnected). TS's refusal to go to bat for the customer on this was completely unprofessional. Bell insists it is a short in my house. This they deduced when they tested my line at the NID during the day when the internet was running perfectly and I had download speeds close to 6mb. Yet somehow they are suggesting, and Tek Savvy is backing them, that magically this short affects my dsl every night at the exact same hours but never at any other time. There are no timers in my house, the modem is not near anything, there is nothing to cause a disturbance on my line every night. But Bell would rather come in here and charge me excessive money than test what is actually coming in on their lines because it's at night time. Tek Savvy was to have escalated my complaint two weeks ago. Something happened since I now only lose internet service for 1-1.5 hours each evening. I am paying for the service. To have it 24/7. Not to be ripped off for the service 1-2 hours a night.
There have been countless reports of people having similar issues to mine where the service deteriorates at the same time every night. Every time it has been something to do with Bell. If you want a company who will actually resolve your technical issues, this is not the company. Over a month since I've been home and I can't even be bothered to call them. I would rather take them to court for the massive amounts of time I have lost trying to get this resolved.
Hello,
I am sorry you've been having all these difficulties with the service. I would like to look into this and see what we might be able to do to get this resolved for you. If you are still experiencing these service issues could you please send us your phone and/or account number to sm@teksavvy.com, referencing this post, so we can look into this further for you.

Thank you,
TSI-Keith

Fri, June 22, 2012

-1 Toronto,
ON
Ordered cable internet on May 3rd including their suggested modem (Thomson 475). Service was quickly connected, but modem keeps resetting on a regular base since then - sometimes every 5 minutes. Customer support told me it was an issue with this type of modem and Rogers, which they were working on. This situation has been ongoing since May 10th with no improvement. Will give them one more week and then switch providers. Hi, sorry to hear that you are having issues with the modem. Can you please send me your details (Customer ID and phone number) and I will get someone to look into this further for you. Thanks, paube@teksavvy.com

Mon, June 11, 2012

-1 Toronto,
ON
The disappoint and disbelief I'm feeling at this moment with the Teksavvy company is beyong words, so much I felt compelled to put my experience out there for I know I am not the only one in this situation. After signing up in November of 2011, I decided to go with DSL. The installation wasn't as smooth as it could have been but I focused on the outcome. However the last week of May 2012 I received an email from Teksavvy indicating they have cable in our neighbourhood. I decided to move ahead and sign up, $219.00 later (up front), I made the switch. A Rogers technician was scheduled and set up the cable and I was on my way and is when the nightmare began. From the beginning the service was spotty, websites and pages took forever to load to the point I just couldn't be bothered with the website anymore. I gave it a few days only because when I called Teksavvy seeking tech support and waiting on the line for 43 minutes, the recording indicated there was an outage in the Toronto area affecting the DSL service and knew I wasn't going to speak to a tech anytime soon. Last week I called tech support and spoke to (2) techs who wanted to do diagnostics, which I carried out. The tech indicated there was a know issue with the 476 modems that Rogers updated firmware which was affecting many customers and that she would'nt recommend getting another 476, which I agreed. She said to call back in the morning and that a supervisor would approve the opened box 475. I called and was given the complete runaround that a supervisor could not approve the modem, etc., even thought there were notes from two techs indicating the 476 was not suitable. I was not happy to say in the least. I called back and was told by another tech that a '475' modem was being shipped. I went to the Post Office on June 8th only to open the package and see another '476' modem. I immediately called and asked why the modem I was not to receive was shipped to me? The response was they didn't have anymore 475 modems in stock. I asked why I wasn't contacted via email or phone to make me aware....no response. I tried using the "new" 476 that was shipped and this one is worse than the first one for it continually resets itself every fifteen or twenty minutes. I called and spoke to tech support today (June 11) and made the tech aware of the resetting issue. He mentioned he had a 475 in stock, I asked to have it couriered to me, I was told, after he had to keep consulting with the senior techs, that I had to return the first modem before they could send me a 475. I responded if the 475's come and go, by the time I courier the first modem, there may not be a 475 in stock and I'm in the same position. There was no bending over backwards to accomodate me, assist me in anyway. The frustration I have felt and endured is completely unacceptable. I will say there is sheer incomptence on their end, plain and simple. I tried to give them the benefit of the doubt, even when I didn't receive my monthly invoice and had to call on a few ocassions to have it sent to me concered I would be hit for non-payment, I wanted to support a smaller Canadian company, but the nonsense and again incompetence I've experienced has driven me back to my previous ISP provider for internet service. I will not sit back and take this and will demand a full credit of the $219.00 I paid up front, you lost a client who really tried to support you, but you didn't care to support or go out of your way to support your client Hi, I'm very sorry to hear about this experience, the 476 is definitely supported by Rogers and I'm not certain as to why you would have been experiencing so many issues with it. I can see that you have already switched providers, but if you can send me your details I would like to investigate this a little further. Thanks, Pierre A paube@teksavvy.com

Sun, June 10, 2012

-1
Worst ISP ever. Customer service is by far the worst I have ever experienced. Connection is lost several times per day using the approved modem purchased from Teksavvy. I cannot wait to switch to another ISP!! DO NOT MAKE THE SAME MISTAKE AS ME!! GO WITH ANYONE BUT TEKSAVVY. Hi, sorry to hear you are having issue. Can you please send me your details so that I can look at your file. Has this been determined as an internal wiring problem? Thanks Pierre A paube@teksavvy.com

Wed, May 23, 2012

-1
I signed up for a high-speed package, I have my own DSL model which I was told by the Teksavvy's representative that I could use it after checking brand and model. They would hook my service up with a dry loop, as I use no Bell line, and will send a technician in five to seven business days to connect the service. Charged my credit card the setup fee, so far so good.

The day comes when someone from TekSavvy should come, but nobody showed up or called. Next day I call tech support, they say no need to send anyone as the service "should be up and running" by then. Ok, I proceed to hook up my modem, but the line is dead as no live pings reply back on the connection. I call tech support again, we go through the script test procedure to check what's going on. They say my modem might be the cause. Hold on: I used two different DSL unlocked modems that used to work with previous Internet providers. They say they could send a technician to check the line, but in case they find something is wrong then I should pay an extra fee for the visit.

What? They would send a technician to do the setup in the first place, no one shows up, and now they would send another one for an extra fee? Give me a break!

I believe anyone reading these line will agree that this is an abusive situation. If this is just the beginning, I don't want Teksavvy's service anymore, and I cancelled my service. Of course, they shall not return the setup fee as those are their policies. If you like this kind of inconveniences try it at your own risk.
Hi, I'm sorry to hear about your experience. Installations can be done at times without the technician needing to enter the home, they simply need to activate the service. If you would be able to send me your details I would like to investigate this further and understand what went wrong. Thanks, Pierre A paube@teksavvy.com

Tue, May 22, 2012

1
Over the past year and a half, I was looking for an ISP that had a relatively higher cap than what I previously had (90 GB), and a lower price point compared with my previous carrier (Rogers).

When TekSavvy became available in our area, we decided to give it a try with the mostly positive reviews from the CanadianISP site.

We started our service with TekSavvy, purchased one of their approved modems (ours was no longer technically up to spec) and set everything up in February and have had no issues in service at all. Please note that some people may have issues with setting up their modems if they're not technically able, but the instructions are fairly clear and close reading/examination is needed.

I hope you enjoy them as much as I do! (I appologise if I sound like a commercial endorsement, but I'd been waiting to switch from Rogers forever & Bell was no option for us either).
Thanks for the feedback, it's much appreciated! paube@teksavvy.com

Tue, May 22, 2012

1
I have been with Teksavvy for nearly a decade now. I have been through originally IStop, then Rogers. Nothing compares to Teksavvy both in technical expertise and performance, and customer service. Besides no other ISP is so active in Internet issues taking the side of the consumer, and the smaller ISPs. Recently they responded to my complaint that an offer was not clear about the end date, and agreed to extend me to offer, which cost them about $100 out of pocket (they had to pay Bell.) No other ISP would do that just to defend their reputation. Glad we were able to resolve the issue, thanks for the feedback! paube@teksavvy.com

Thu, May 17, 2012

-1
Customer Service? I have been a customer for a long time now and was very impressed with them (when they went by OntarioDSL). Now however I have had 2 weeks of annoying service or should I say lack there of. I called about setting up their home phone (analog) service. After 6 callback messages in 5 days I was finally put to somebody in the back that could ask me the questions they wanted answered and actually could answer my questions. I decided that since I already arranged to have Bell disconnect I would instead order a dry loop. They were very good at charging me for the order even though it had been finalized. The person on the phone told me there was a $20 activation fee and it would cost $9.10 a month. To my surprise the invoice reflected a $50 activation fee and a charge for DSL line. When I questioned them they said that is the way it is. They also had dropped my static IP which I had to ask about. If I have to pay another activation fee what is stopping me from cancelling and signing up with someone new? Certainly not the customer service. Some would say that is the cost of doing business, not to mention the fact that I wasn't informed up front. Also every time I call the person on the other end puts me on hold for usually 5 minutes to do who knows what to get up to speed. The service they offer used to be special, now it is just about average. Customer service is on par with that of Bell or a little lower. Hi, I'm veyr sorry to hear that you have had some bad customer esperiences with TekSavvy. If you would be able to send me your detail I would like to look into this further as to what went wrong in this case. Thanks, paube@teksavvy.com

Wed, May 16, 2012

-1
I've been a happy customer ofTekSavvy for a number of years. I've recently purchased a home and an moving there mid-June. When I called earlier this month to set up the move I was told that there were not costs associated, but they couldn't put the move request in until 30 days prior to my move date. This seemed reasonable so I simply made a point to call back today and set up the appointment. When I called today, I got a massive surprise, first, there's not only 1, but now TWO fees for my move. so instead of the previously free move I'm now being charged an "activation fee" of $50 + a $19.99 dry-loop set up fee.

This is enfuriating! one of the reasons I was so happy with TekSavvy was that moves were free if not done within the first few months. I checked out their web page and there's a $25 discount on teh activation fee if I buy another motem from them, but otherwise I'm stuck paying the $50.

To add insult to injury, we had always planned to ditch teh dry-loop DSL when we moved (it was availabel in the area when we were house shopping) but it has since reached it's max. When I asked if I would be able to get credit for the activation fee for the change over, I was told no. So on top of the $70+hst I'll pay to move, in a month or so when we're ready to upgrade we'll pay another $65.

Now remember I've been a client of theirs for well over 5 years, and this is how I'm treated? My husband and I will have to think about leaving them over these rediculous fee hikes! Otherwise the service is fantastic, but these un-announced changes to their fees isn't ok.
Hello, thanks for sharing your experience, I'm sorry that you were not notifed earlier about the move fee, this is a fee that is charged to TekSavvy by the incumbents and there is actualy no way around it. If you would be able to send me your information I would like to look into your account as to why it reached it max? in hopes to hear from you soon. Thanks, Pierre A paube@teksavy.com

Sat, May 05, 2012

-1
I signed up with Teksavvy for dial-up internet in January 2012 and was never connected properly; I could receive email but not send. I wasted a minimum of 15 hours attempting to solve the problem on my end, downloaded and installed things I would never have bothered with, uninstalled and reinstalled a handful of programs without any results and
spending time on the phone with their tech support people (who ranged from trying-to-be-helpful to downright useless).
In order to determine if the problem was on my end or Teksavvy's, I signed up with another provider. I choose cyg.net; I set up my internet and Outlook Express following their
instructions and I was able to receive and send email first shot!!!!!!!!!!
Obviously, the problem, therefore was with Teksavvy and not my port. Afterwards, when I wrote to Teksavvy I received no reply, no apology, no refund AND a bill for a second month of "service"! (I demanded that this be reimbursed.)
Avoid Teksavvy!
Hi, I would like to understand what happened here. Setting-up email is quite straightforward and I'm not sure where we would have failed you. If you can send me your client details and I will look into the issue. Thanks, Pierre A, paube@teksavvy.com

Wed, May 02, 2012

-1
I am awestruck at just how poor of an experience I have had trying to get Internet service through Teksavvy. I contacted them four months ago, looking to confirm whether service was available at my locations. First the tech said no outright, that service was only in major cities in BC. Considering that I live in the heart of downtown in the provincial capitol (I can look out the window to see the provincial legislature), it's somewhat disingenuous to consider this not a major city. So I wrote back and said as much, and then the tech told me there was service available, and that I should wait to contact them closer to the date I wished service started, which was April 1st. That sounded reasonable, so I contacted them on the 15th of March. First off, I was told yet again that service didn't exist at my location. I took a deep breath, gave the ticket code from the conversation I had had in January, and asked her to check again. Lo and behold, I can in fact get internet. I'm told I can't sign up via email, so I go to use their toll free number to sign up for service. I dial both the numbers on their front page, and both come up with Number Out Of Service messages. Terribly confused and frustrated at this point, I contact them by email again, and am told I can't get service at my address...is there an echo in here? I asked her, with all the politeness I could manage, to check again, maybe retyping the address a different way or something, because several techs had already said I was OK. She did so, and discovered I could get service, and she flatly told me yes. She completely ignored the rest of my message, just answering the question as if we were on a game show and there was a prize for the correct answer. I found their web-based form, and managed to fill it out, and I bought the modem model they recommended from a third party while I waited for the form to go through. The modem arrived, and the form went through and asked for a $109.01 payment before anything else could be done. No problem, I made the payment (we're up to April 23rd at this point, for service I needed on the 1st). A couple days later, I got an invoice in the mail saying I had payed ~$16 extra, and had a credit of that amount (why on earth did they say $109.01 when they meant less?), and I recieved instructions that my internet would be connected May 1st, sometime between 8AM and Midnight (seriously!) and that I needed to be there or have someone there. So I booked the day off work, and sat around my apartment all day waiting for them to come or for something to happen. Midnight came and went, nothing happened, nobody showed. I emailed them this morning, and they tell me my order is still Pending when their My World site says Completed, and that they will get back to me in 24 hours maybe. I am utterly frustrated...I have paid over $180, between the invoice and the modem, plus I lost well over $100 taking the day off of work (for no reason, and I'll likely have to do it again once they figure out their stuff), and I have nothing but promises to show for it. Hi, I'm sorry to read this bad experience. What happens with the qualification of an address is we have to use the portal of our vendors and at times the information is not always up to date. What we should have done here is send your address over to the vendor and force the system to qualify the address. This happens at times with new homes etc. if you would like to send me your information I would like to investigate this further. Thanks, paube@teksavvy.com

Mon, April 30, 2012

-1
I am disappointed with slow transition processes. First they delayed me in getting me online when I first signed up because their representatives recorded the wrong MAC address of my modem. Second, they signed me up on the wrong package (I asked for Pro, they gave me Basic). Wasn't able to switch until the 2nd month, and the switch is now also delayed (just like the first time).

Because TekSavvy is based in Ontario, their services are not really top notch here in the west coast since they rely on Shaw to fix almost everything.

Actual score: 3/10. 3 for good pricing, good connections, and OK customer interaction. Where they failed was to be proactive with customers' accounts. They will not act until you keep on asking them for help. They will confirm that things are going as planned, but always fail to deliver. Maybe it's because of Shaw, but that should not be an excuse.
Hi, I'm very sorry to hear that you had a bad experience with us. If could send me your information I would like to investigate this further to find out what happened here. Thanks, paube@teksavvy.com

Sun, April 29, 2012

1
I left Rogers for TekSavvy because they were the only one in my area to offer unlimited usage accounts, and I was constantly blowing past my rather arbitrary limit. I took a slightly slower speed in exchange, but it's worth it in my mind. Their tech support were efficient and talked to me on my level (experienced) and with no BS. The install was on time and worked on the first try. About one week in, and no issues. Very happy so far. Thanks for the feedback, glad to have you onboard!

paube@teksavvy.com

Wed, April 25, 2012

1
I just signed up online based on all of the great feedback from online forums and friends, so i hope they live up to my set expectations! Will keep everyone posted on my experience. So far, customer service has been great with answering my questions and concerns as well as advising me on which way to go.. Thanks for the feedback and we look forward to having you as a client for long time!

Thanks
Pierre A
paube@teksavvy.com

Mon, April 23, 2012

-1
Overall service reliability is good. Customer Service is not helpful at all - made a mess of a change of address order that was never placed. Provided a 1 month notice to have phone and DSL services moved to new address. Three days after the scheduled move date, Customer Service says only DSL can move and not the home phone, but the DSL will not work without the home phone. It is a pain dealing with them - Cancelling the service altogether to avoid the headache Hi, I would like to discuss your issue further if you would like to send me a message at paube@teksavvy.com

Thanks,
Pierre A

Wed, April 18, 2012

1
Love this ISP, glad to be a client Thanks for the feedback! Pierre A

Tue, April 10, 2012

-1
Teksavvy has the worst customer service I have ever seen. We tried to set up internet and phone with them and it has been an awful experience. So awful that we just cancelled the thing altogether. They tell us different things every single time we call regarding what we should do and have cancelled our order twice for not doing something that they never told us we needed to do. They have said they sent emails that we never received and instead of using the phone number that we provided to contact us before just cancelling the order they just went ahead and did it. Twice. I guess we will stay with Rogers. I never thought I would find a place with worse service than they provide. Way to lower the bar Teksavvy! I'm sorry to hear that you have had a bad experience with TekSavvy, I can assure you that Customer Service is quite important to us. If you would like to discuss further my email is paube@teksavvy.com and I would gladly discuss what has happened.

Thanks,
Pierre A

Tue, April 03, 2012

1
Great ISP, very few issues so far! Thanks for the feedback! paube@teksavvy.com

Mon, March 19, 2012

0
I am not happy with teksavvy. they said it would take 2 weeks to get install, now they said there's another 2 week wait due to videotron's technicians being behind. sorry, but i can't wait anymore. wish i would have been advised at the beginning that it's videotron's techy's as that would have made me change services and go dry loop. at least it will get installed. Hi, you are correct there are some delays caused by the incumbents. We have been asking for updates on a daily basis and we are making sure to keep our clients informed. Thanks for the feedback, if you would like to discuss this or if we can help with the dry loop please message me paube@teksavvy.com

Fri, March 02, 2012

1
VERY GOOD SERVICE IN CHEAP RATE. Great, Happy to hear!

Fri, March 02, 2012

1
I've had no problems dealing with TekSavvy. :) Great, Happy to hear!

Fri, March 02, 2012

0
They Were Great. . . But Now as of March 2012 not so Good. Poor Service, Increasing costs & no one to talk to when problems arrise. Speed has been up & down but I think all Providers are the same on this issue. Just wiush there was a good company with great customer service that did'nt screw You when able butr what can you do. . . Nothing Hi, Sorry to hear that you had poor customer service. I would like to understand a little more as to what you mean when you say there was not one to talk to. We are active on twitter, DSLReports, Facebook and we have 24/7 support. If you would like to discuss further please email me at paube@teksavvy.com

Wed, February 29, 2012

1
I switched to TekSavvy from Rogers over a year ago, and I would highly recommend them. I was going over my Gig cap with Rogers, and when looking around for an alternative, TekSavvy and Acanac were front runners. I asked the TekSavvy what would happen if I went over the 300G cap on my plan, and his answer was "we really don't have a contingency for that yet". I was hooked from then on.
Every monthly bill was exactly as promised, and exactly the same. Service was always excellent and consistent.
There have been some recent changes (Feb 2012 I believe) that have impacted their Gig caps, speeds and prices, but overall I would highly recommend TekSavvy.
Thanks for the feedback!

Wed, February 22, 2012

-1
I was happy when switched from Rogers to TekSavvy. We used to have occasional interruption but overlooked such shortcomings compared to many positives like speed, caps etc.
Now after almost 2 years I am having consistent slow speed (around 1mbps) with seemingly no scope for improvement.
Our family of 4 are tech savvy and live life with Internet.
We just dream of good old days with TekSavvy and hope things will get better. If not we will not have no option but to look for better alternative.
Hi, sorry to hear you are experiencing slowdowns and sorry about the late reply. If you contact us we can definitely troubleshoot the issue and see what we can do to help! We are active on DSLReports, Twitter, Facebook or you can email me at paube@teksavvy.com and I will ensure someone will help!

Thu, February 16, 2012

-1
I pay for the: TekSavvy Express Cable 12 12Mb/512kb 300GB $39.95 before tax
i got the 12mb only during the morning, but after 4PM speed start slow until i got only 2MB , the TekSavvy keep saying they're working to fix this issue for more then a year now, and nothing been fixed, Plus they do not issue a refund for slow speed but they do charge me the full payment every month.
Hi, sorry about the late response, yes there has been some slowdowns in the evening on the cable internet in certain regions and we are in the process of receiving upgrades on our network. We are working hard to make sure we can mitigate this issue as soon as possible.

Fri, January 20, 2012

1
I've been with Teksavvy for 5 years on DSL dry loop. The service has been pretty good, I've only had a few dropouts here and there over that time. I had a few billing issues with them when I got setup and realized that like most companies if you ever wanted to get a refund good luck. Just watch what you do is all.

I also had their dryloop and voip service that entire time and I've had absolutely no problems with it as well.

My problem now is though the lack of speed that is provided. Cable is not available from them in my area even after they posted that it would be. With the rates going up and lack of speed, I'm in the process of switching. Because of these reasons I wanted to give a lower rating.

However, their service has been pretty good and that is why I want to make a positive one.
Hi, sorry for the late response, yes we had to place stop sells on areas that were congested on our cable network as we didn't want to sell a product we would not be proud of! We for the DSL, have you looked at the higher fiber speeds? We are working on getting the upgrades in place for our Cable as soon as possible and we will be updating our site when this is available. Thanks for the feedback and let me know if there is anything we can do. Thanks, paube@teksavvy.com

Mon, January 16, 2012

0
I've been with TSI for almost 3 yrs now. I am on DSL.I really have no complaints except for the fact that not only are we all facing a price hike but (to me anyway) Teksavvy has grown from a small ISP of 30+employees to over 350 in the past year or so. (this I heard from one of their new sales reps). The fact that they have grown so large in such a short time makes me think and believe that they no longer have the time to give their full one on one attention to their customers as they use to.
I feel this and the fact that my speeds have been fluctuating the past year(slow then fast); TSI has let their business side of things rule over their caring and understanding of what the consumer is. Remember TSI, Bell & Rogers drove us off and into YOUR front door and now you are in the process of joining their ranks.
I hope TSI can get back to that one on one caring and compassionate people they started out as. Passing the buck and blaming everything on either Bell or Rogers just doesn't cut it anymore.

Sun, January 08, 2012

-1
About a 1,5 years with TekSavvy.
The speed and the latency getting worse and worse.
According to my DSL modem's logs and debug info the DSL works fine.. It seems, the problem is in an oversold capacities. Currently looking for alternatives.

Fri, January 06, 2012

-1
inconsistent speeds. at peak times, no internet at all. mostly getting dl of 1 to 2 Mbps only with their high-speed internet dsl premium (says upto 5M). soon getting a price increase of about 15%.

Tue, December 27, 2011

-1
Whenever connection problem occurs, tech support first of all is trying either to shift responsibility to Bell or to the user.What is even worst in order to solve the problem they demand user to agree upfront to be charged by Bell by 87$ in case Bell decide that the problem is user's equipment or connection inside an apartment.

Fri, December 23, 2011

-1
AVOID!

To be as kind as possible, their sales may have exceeded their capacity to support.

ALSO, many other "ISP"s on this site are merely TekSavvy resellers. Ask before you commit! As nice and friendly as they may be, when you need support you'll be farmed back to TekSavvy, at which point, heaven help you...

I regret I have only one negative point to give.

On a related note, when you see several negative messages from customers and then all of a sudden somebody has nothing but high praise, consider that it may be a company employee. LOL

Tue, December 20, 2011

-1
These people are in the business of selling, not supporting.

Rogers will screw around with your service because they want to get rid of these intermediaies and sell to you directly with their ridiculous low caps and high prices. And TekSavvy cannot/will not do anything to help. It can take weeks for them to get a Rogers techhie out to check your lines.

Customer beware!

Mon, December 19, 2011

-1
They claim no hidden fees yet charge for installation and the modem which no one else does. Their service is terrible, far less for far more than even the big 3 now. On top of all that they don't respond to customers needing any sort of repair or even technical advice when once they were the best. This is now the worst ISP on the market.

Wed, December 14, 2011

1
excellent and much much cheaper Cable internet option

Fri, December 02, 2011

1
I've been on TekSavvy cable (via Rogers Toronto) for over a year, and their dry-loop DSL for a few years before that. Setup was smooth and service has been very good with minimal downtime. DSL was initially limited speed but TekSavvy worked hard to get me moved from the CO to a remote and it was fine from then on. No billing issues. Plan to switch my VoIP phone from Vonage to TS today. Looks like DSL (in Bell areas at least) will end up more expensive or restrictive than cable after the CRTC UBB decision.

Tue, November 29, 2011

-1
I have ordered internet service for 2 months now and I still have 0 second of online time. They now insist that I pay their invoice even though the service is never activated successfully. If I don't pay, they threaten me with collection agency.

Beware of company that rip you off by charging you without providing any service.

Tue, November 22, 2011

-1
I am glad after reading through some of the other comments that it is not just me having issues all across the board. When I first signed up THEY messed up my order and blamed me - I took time out from work to wait for the hookup which didn't happen because they said I didn't have a phone line. Which I knew because I ordered Dry Loop service - but they told me I didn't. (I see this happened to someone else as well)

The accounting department freaks me out and makes me worry every single month that they are double charging me or not processing my payments. I will get one email saying payment received and then 2 days later get another email saying my payment is late and its a disconnect notice. EVERY MONTH.

When I first signed up the speed was perfectly acceptable - and tech support was helpful when I had issues with setting up the router. Now the speed is so slow I might as well be on dialup or hotspot through my cell-phone. (also now they always blame my router.) Meanwhile because of "renting" the modem and having a dry loop service it's way more then what I was paying for cable internet from Cogeco.

It's disappointing to say the least. But the most disconcerting thing is the mayhem that they seem to operate under at all times.

Sat, November 19, 2011

-1
Have the Extreme package, almost a year. Used to have Primus DSL. WAS really happy with them, that is until this week.
I haven't had internet service since NOV. 12th. ONE FULL WEEK. There is an "ongoing DHCP issue" caused by ROGERS refusing to put the correct IPs into their servers, as you know, required by law. TSI can't seem to do anything about it. The outage, according to TSI affects Toronto, Mississauga and Ottawa. If Rogers continues to hijack TSI like this, I think I'm cancelling my service and going to DSL. (Obviously I'm not on my home computer atm!)

Thu, November 17, 2011

-1
This is my speed result taken at 2 a.m. on a Thursday (location: downtown Toronto):

http://www.speedtest.net/result/1596682585.png

I am on TekSavvy's "Premium High Speed Internet" plan (not for much longer).

Note that this matches the net down/up speeds reported by my router.

Thu, November 17, 2011

-1
Nice friendly folks but totally disorganized and incompetent. Tech support do not seem to understand the english language.
Gave up after 2 weeks getting nowhere and found good ISP

Mon, November 14, 2011

1
i am pretty happy with what they are offering me they recently upgrades my speeds and i am having no problem with the connection and limits to my downloads

Tue, November 08, 2011

-1
I have been with TekSavvy for a few years, and up until recently, the service has been great, and the tech support has been excellent. However, recently, I've noticed that I'm being regularly throttled to download at a maximum of 400 kbps and upload at an average of 200 kbps for regular usage. As such, it now takes about 6 minutes to sign on to MSN, and 5 seconds to load Google's home page. Looking at the WAN graph in dd-wrt, the down and up graphs are almost perfectly linear with a slope of zero as time increases. As such, I shall terminate my Internet service from TekSavvy to try out a different ISP. I'm currently considering NCF and Netfox.

Sat, November 05, 2011

-1
Make order several times to make it work: long distance call for 3 times. DSL internet late for 3 days.

Ask invoice three times, no respond until now. I was put on line for more than one hour to wait for the technique call. very tired of its service.

Fri, November 04, 2011

1
Had them for about six months now. Not the fastest speeds, but latency is decent making basic web browsing brisk. Tech support (which I've used twice) is good, wait times are short to average.
Bell basically cripples the DSL line only offering up low speed. Looking forward to transitioning back over to cable once Teksavvy offers it in my area.

Fri, October 28, 2011

-1
Have contracted with Teksavvy for the 2nd and last time.
Both times ended up with technical problems and no or limited internet connection. It showed me their inability to fix problems when they arise as they rely on Bell technicians to fix issues.
Each time they waved a risk of extra charges to my account (as they were suggesting my equipment was at fault) prior to dispatching Bell technicians forcing me to cancel my membership and contract with another provider who got me up and running without any problem or change of my equipment.
Will not contract with them anymore.

Wed, October 26, 2011

1
signed up with them about a month ago and am thoroughly enjoying the experience. The upload speeds are within the advertised, but I wish the upload and download speeds were the same...so it doesn't interfere when using skype.But anyways is way better than the previous ISP.
Actually, what I am enjoying the most being free from Rogers' grip!

Tue, October 25, 2011

1
So far so good. Customer and technical service has been excellent!

Mon, October 24, 2011

-1
When cable internet was working - everything was ok. 5 days ago it went down. Since then, only things i hear are: "We have to wait for rogers to respond, nothing we can do". No one cares about retaining customers and trying to fix the issue. Once in a while support just asks me to perform set of useless tests, which have nothing to do with the problem. The saddest part that the issue is already known, but nothing is being done.

Wed, October 12, 2011

-1
One week ago the TekSavvy informed us that no problem to make agreement to us in our region (Richmond Hill). We canceled our contract with the Rodgers. But right now no way... No more lines for I-net connection in Richmond Hill. No contracts with new customers. A we have to forget about previous arrangement. And this problem is only our problem.

Wed, October 05, 2011

-1
Oh, these guys just get better and better. They sold me their MLPP (two line) service. I bought it, and it doesn't work. Then they claim they don't support it. So I send everything back and I STILL get stuck with about $100 of charges for the pleasure. Restocking fee? The service didn't work.

But it gets better and better. Then never cancelled this service - I just checked my credit card and they've been billing me this for months - I send the equipment back, speak to them on the phone, and the still never cancel.

Don't ever use these people - they are completely incompetent.

Wed, October 05, 2011

-1
Every time I move to a new place, after a month of moving in, my internet connection is disconnected by Rogers. This has happened to me twice in the past 6 months (moved twice). First time around they were quick to respond to getting it back up, but this time the experience has been horrible. We called them up on Sep 29 and they said the earliest they can come and fix it is Oct 3. We were told the technician should be there between 5PM and 8PM. We waited on Oct 3, but no one came by. We called them up the next day, and they said they have no idea why the technician did not show up. Again they said the technician should be coming in the evening between 5PM and 8PM. But, as before, the technician never came and we were not informed as to why. Now, for the third day in a row, I am trying to get hold of these guys (who will be of no use). If I ask the CSR to get hold of a manager, as the CSR has been of no help, they tell me that the manager is too busy to talk to me and there is nothing he can do to help me. Too busy!!! So that is how much they value my business. Instead of saying, "he/she will contact me back", they just refuse to talk to me". I am highly frustrated as I need internet on a daily basis to perform my work. Worst of all I am wasting my evenings in the "hope" of someone showing up at my door. Hopefully, this also does not fall on deaf ears. If this continues, then I am highly inclined towards going towards a major ISP. Atleast, they are aware of what customer service really stands for.

Wed, October 05, 2011

-1
Customer support and technical support are extremely rude and is unwilling to work with customers that have been wronged or are in situations that maybe outside of their policies due to extenuating situations

Tue, October 04, 2011

-1
These folks offer safe haven for webspammers - knowingly, and still take the money from them.

Check out some sites hosted on 206.248.171.239 (A teksavvy IP):

montreallisting.ca
universelisting.com
toronto-classifieds.ca
classifiededmonton.com
classifiedhalifax.com
listingsboston.com
classifiedsottawa.ca


And on and on. Much of the content on these sites is scraped from other sites (try viewing one of the articles, take a phrase from the page and google search it - see how many copies are out there for the phrase).

I was using these folks for my home service, one of their other clients (a webspammer) scraped my content and published it on a teksavvy IP - and teksavvy's response - to do nothing, continue to take money from these spammers.

Doesn't matter much until it's you getting screwed. As for me, I'm moving ISP's.

Tue, September 27, 2011

-1
Service started good, then come Sept 2011 it went downhill fast. No one in Tech Support seems to know what is going in. People should review dslreports prior to ordering

Mon, September 26, 2011

-1
Spent a week and a half trying to get internet through teksavvy. I was told told several times that my address 'didn't exist' (only because it isn't listed on canada post due to only post box service) and told that rogers was rejecting it because my address 'didn't exist' and finally after a week and a half, I was told that Teksavvy doesn't actually offer service in that town. Isn't that something that a customer service representative should know??? I was very angry as they've charged my credit card and I already have the modem from them. They seem completely clueless about the areas they offer services in.

Thu, September 22, 2011

-1
We placed our order online Sept 10 for Dry Dsl as we do not have a phone line. In the next few days we received an email stating that there is a problem with our account. We called them (waited on hold for 30 mins before talking to someone) and they told us that they couldn't go forward with it because we didn't have a home phone number. THAT'S WHY WE GOT DRY DSL, DUHHH! So then the person put our cell number into the form so it would accept us. One problem (seemingly solved). We got an email with an activation date of Sept 21. Sept 21 came, and no internet. We called them, were on hold for 1 hour and 30 minutes before we could speak to someone. He said that we couldn't hook it up because we didn't have a valid home phone number in the form. After arguing with him for about 10 minutes about the previous phone-call putting my cell number in because we ordered dry DSL he began to yell at me on the phone saying that we ordered regular DSL. I had the receipt in front of me showing the charges for the dry DSL invoice and he wouldn't believe and told me that it was my fault that I ordered DSL and not dry DSL. After about 20 minutes he went to check the history of my account, found the previous phone call, and that a cell number was put in the home phone number spot because of me having Dry Dsl. Without an apology for him being wrong and accusing me of causing the problem, he told me some additional reactivation fees needed to be added because of the mistake. I said fine. He checked my address and said that we couldn't get any sort of DSL at all where I was living. GREAT!!!! After them taking $140 out of my account, waiting for 2 weeks for hookup, and me being on the phone for over 2 hrs they tell me that I can not get any of the DSL services that they provide. WHAT A NIGHTMARE. I told them cancel it and send me a cheque. Going to Cogeco. Fix this TECH SAVVY! I am telling everyone I know!

Tue, September 20, 2011

1
These guys are awesome!
I don't normally make compliments about telecom companies, but I have to say Teksavvy is quietly rocking my world. Tons of bandwidth (300 GB) and very consistent speeds at peak times. I have been with them since May and my service has not gone down once! I am on their cable service but apparently DSL is also good. I look forward to Rogers/Bell calling so I can gloat a little "oh...what's that? The most you can give me is 120 GB? Then overages? So I guess my current plan is better?" Glee. Sheer glee.
Let's just hope the current government is still opposed to UBB. That would really kill these guys.
My only beef is that paying your bill online is still beyond me somehow, so I just call in and pay with my credit card. They're pretty friendly though.

Tue, September 20, 2011

0
Been a customer for almost 5 months. During evening (around 9-10pm Montreal time) connection sometimes drops to 1 mbps or less when I should have 8 mbps (with speed test images to prove it). I read from this site and other DSL review sites that I am not alone experiencing this. I don't mind if it is their own providers that do them tricks (Videotron or Rogers) or not, but they must do something... this is totally unacceptable! Totally annoying if you want to watch a movie from a streaming service (I don't pay for cable or dish TV)! They also started charging me when the service had not been installed yet by Videotron back in April. Teksavvy mentioned that my bill would be adjusted afterwards... but it never was. Even if it's only 1 or 2 weeks, that's my money. Other than this, I have nothing to complain... I haven't seen or heard about complete downtimes, and the price is great compared to Bell or Videotron. I'm really happy not to be with Bell anymore! I feel free! But please fix the issues and I'll give a better score !

Wed, September 14, 2011

-1
Service seems to have degraded rabidly. Anyone considering this or any ISP should review dsl reports and the forums. Specifically I'm in London and although the service is generally good during the day in the evening the service drops well below DSL and the tech support although notified if the problem have no explanation nor do they seem to be trying to resolve it. The lack of communication from TS is not what we users of independent ISP's expect

Wed, September 07, 2011

1
they showed me the light

Wed, September 07, 2011

-1
customer servie really poor and cable internet connection drops very often and if you have a problem its takes a week to fix it

Mon, September 05, 2011

1
Have been a customer of both DSL and Cable for a year (girlfriend and myself). With cable I've experienced excellent speeds and service. With DSL at times there are DSL appropriate dl speeds (~500kb/s), but most of the time they sit at a very low speeds (~30kb/s). My girlfriend and I are moving in together so we decided to get cable from them. We were told moving fees were more than opening a new account so we closed and then reopened. Now, at our new address we're being told that customer volume is too great and we'll have to wait to sign up.

Sat, September 03, 2011

-1
Contacted sales, tech and general info a number of times, never received a response, both e-mail and phone used.

Thu, August 11, 2011

1
Fantastic customer service, great prices, no caps. Do I have to say more? If you are getting the top-tier Cable internet service, buy yourself a DOCSIS 3.0 modem like the Motorola SB6120 to get double the speed for free!

Wed, August 10, 2011

1
I have had teksavvy DSL for almost a year now. Everything has run perfectly the entire time.

Sun, August 07, 2011

-1
My connection stalls and resetting my modem is an everyday occurrence just to get my connection back. Tech support provides a very long wait time, it wasn't like this when I first signed up with their service.

Sun, August 07, 2011

-1
Recently, I started to have some problems accessing some websites. Some days are okay and some other days are not. I call the TekSavvy Support asking to see if there is a firewall or block being placed on my line. The support guy became very defensive saying 1) He has no issue. 2) It is my computer problem. 3) Saying it is normal not to be able to access a web site consistently. Being an IT guy myself, I already tried out all possible solutions by connecting modem directly to my pc and tried different browser etc. I was asking for their help to trouble the issue but instead the guy kept saying no issue from his side and put the blame on my pc/browser/etc. Then HE HANGS ME up. If the guy can't help, just said so. Kept raised his voice and then hung me up in the end also means I am taken my business somewhere else.

Fri, August 05, 2011

1
Excellent ISP. I recommend them to all my friends. I am trying to get everyone at work to sign up for their internet and phone service as well. A+++

Thu, August 04, 2011

-1
Being a customer for 4 years, I have seen their customer service go downhill as my bill has gone up. I went without net access for nearly 3 months, giving them the benefit of the doubt in their dealings with Bell (who owns the wiring to the house), buying a new DSL modem on a tech's recommendation, spending tens of hours on hold and going over the same troubleshooting steps over and over again. Sadly, I had diagnosed the issue months before them, and before the three visits from Bell techs (each time being warned that I could be on the hook for a $87 charge) - an overloaded DSLAM. They've had no trouble billing me for the service they couldn't provide, but seem to have a lot of difficulty refunding my money. It appears to me that they are incapable of dealing with their suppliers (Bell), and would rather collect my money for doing nothing than ensure they've corrected all the problems on their end. Goodbye TekSavvy, hello Youmano!

Fri, July 29, 2011

-1
Had heard good things about teksavvy, set up an account with them with a date for the technician to come in to install the modem. Technician did not come, had no notification, called the customer service line a day later and they said they had the wrong postal code, but never bothered to inform me and left me waiting for hours for the tech. Received extremely rude service, decided to cancel the service. That was a month ago and I still haven't received my refund!!! They are irresponsible and unapologetic about it, would not recommend it to anybody.

Thu, July 28, 2011

1
I had the same problem with ROGERS disconnecting my service after being setup with Teksavvy. Yes, their tech support people are nice, and a bit clueless (well powerless for stuff to do with Rogers).

Although upset I was down for a week +, just getting the hell away from Rogers and Bell has made it TOTALLY WORTH IT. I pay a 1/3 of what I used to pay, no bandwidth cap, better speeds that I used to get with the other big telcos (although this may have changed) and even the throttling Rogers does on all of their lines (I am on TS cable) is mitigated through my connection.

Overall, not perfect, but much more important to support a pretty good independant ISP over the pieces of shit price gougers at Rogers and Bell.

Thu, July 28, 2011

1
I actually feel like I matter. It truly feels great to do business with a company that respects its customers and also provides Canadians with jobs. I had to call 3 times because of my computer & lack of knowledge and received excellent help each time.

Mon, July 04, 2011

1
Excellent cable Internet provider. I've had the service since mid-May and I've had zero downtime, excellent downloads (16-20 mbps) and uploads (1 mbps). Installation was a breeze and the Thompson modem works great when linked to a Cisco wireless router. The 300 Gig cap makes this plan the deal to beat in the GTA at $42 a month. Telemarketers for the Big Guys call but can never beat my plan. So happy.

Thu, June 23, 2011

1
Excellent ISP

Tue, June 21, 2011

-1
I recently signed up for Teksavvy Cable internet. My service was to be effective June 2. I was never actually able to access the internet after almost 3 weeks of trying. I had an open support ticket from day one and never spent a moment on the internet with their service. Tech support was great but could never really help me. I eventually contacted customer service to cancel the service and to get a refund when they informed me that I would not receive a refund and that I could keep their useless modem since I bought it. DON'T SIGNUP WITH TEKSAVVY UNLESS YOU DON'T WANT INTERNET SERVICE.

Tue, June 14, 2011

1
Great provider, never had a problem, no fuss, very understanding, 24 hr technical support!

Wed, June 01, 2011

-1
Signing with Teksavvy be prepared every time you have a DSL problem to hear from technician, that 'the problem is on your end'. Get ready for unexpected charges of about $90 for Bell technician 'diagnostics' unless no one appeared to check the line on your site in real life. Prepare yourself when you will try to discuss this issue and escalate this after useless conversation with customer service (to be exact with strange instance that called customer service) to the supervisor you will get the impudent advise to change the modem for Teksavvy's one. Only thanks CRTC the problem was resolved.

Tue, May 31, 2011

-1
I honestly wish I had a positive review for these guys, as I have been eager to swap to them from Rogers. I transferred over my cable internet from Rogers to Teksavvy and was immediately happy with the ease and results. However, it was short-lived as only 3 days in, Rogers removed my internet connection when they shut off my cancelled Cable TV. I called Teksavvy to ask why Rogers had no clue that they weren't supposed to touch my internet connection and they chalked it up to a 'miscommunication'. Sadly, I had to go through all the pointless troubleshooting anyways. After waiting the first 48 hours for a response, I called in to hear that my ticket had been escalated and should be resolved soon. So much for that, as 2 days and several calls later, the answer back from Rogers was that they would need to send a technician but couldn't do so until the end of the week, extending my downtime to a full week. I haven't been offered a thing from Teksavvy to keep me as a customer, and I have a feeling I am going to have to fight to waive the $90 technician fee, as well as get some money back for the week I was without internet. All I can say for other potential customers is to avoid getting Cable Internet with Teksavvy. You may have no problems at all, but as soon as you do, it is my experience that they have horrible communication with Rogers (only via email) and thus cannot resolve issues appropriately.

Thu, May 26, 2011

1
Exceptional service for many years.

Wed, May 18, 2011

-1
I joined teksavvy because of the positive reviews on this site but there is something seriously wrong with the company.


I ordered dry loop service and a Bell Employee came and set it up and I haven't been able to get everything working.

I called their customer service many times and I got the same response. We can send a Bell technician but if the problem lies with me I'll be punished 99 dollars. I said this is totally unfair that I have to take a $100 gamble and their response is well Bell charges us. This really gets on my nerves because teksavvy is essentially taking no responsibility. They already don't have their own technicians and are not willing to cough up 99 dollars out of their own money to keep a customer for 20 years. It's ludicrous, they are assuming no respnsibility. I'm already down 70 bucks with this company and I haven't even used the internet once. Don't go with this company, they just take your money and don't assume any responsibility. You are essentially on your own

Mon, May 16, 2011

1
Was on DSL with Execulink (formally Golden.net) problem free for 10 years, but needed higher speed, so I ordered TekSavvy.

The Rogers tech came over to install a new outside cable. I plugged the modem ordered from Teksavvy, and everything worked (have the Extreme Package; up to 10Mbits/sec).

Speed Test indicated ~8Mbits/sec in the day, ~4.5 Mbits/sec at night. No issues what so ever after 3 months.

Fri, May 13, 2011

1
TekSavvy has been an amazing ISP and a great alternative to Rogers. I am very happy with them.

Thu, May 12, 2011

-1
I've been with Teksavvy (Montreal DSL) for over 2+ years and today was the worst day for technical support service EVER. I won't get into the details but I'm going to start shopping around for another provider...

Wed, May 11, 2011

-1
Absolutely rude, and almost beligerent Customer Service reps.
The Company is completely inflexible in their pricing, way too strict in their policies and not in ANY way competive whatsoever!
I'm totally disgusted with them and even more disgusted to find out that many of the listed 'so-called' providers are just TekSavvy spin-offs.
So much for Bell or Rogers being the "BIG GREEDY UNFLEXIBLE BASTARDS"!
TekSavvy, HA!!!!!

Tue, May 03, 2011

-1
Very Bad, so far my worst ISP provider ever. Customer services & Tech support the worst. Tons of lies & bad business, been with them for about 7 months and its been 7 months of HELL from go. I came from Acanac & they are 100 times better. Been waiting for 2 months for a Teksavvy manager to call to resolve my matters (refund for services which I never got. It started after 5 months in). Talked to 3 different people 10 times each and still no call (30 broken promises from them to call to resolve the matter). They say a phone rep cannot deal with the matter, only a manager (who will not return my calls). Quick to hit you up for money, but extremely slow on providing you proper service or even a call back. They will tell you its your equipment (even though it works perfect on all my friends lines, but not theirs, and I have 3 modems, then they will blame Bell.. Tech support will test the line and say its your modem and want to charge you $75 and up extra, when its them with a 10km connection, I'm surprises I even got connection at 10km living in Toronto. Connection has to be under 5km according to every ISP provider in CANADA, but not tech savvy... THE WORST.... I will update later on this and how long in total (time & energy) to resolve.. THE WORST...

Mon, May 02, 2011

-1
I signed up with Teksavvy because of their commitment to internet rights, I didn’t realize I was going to suffer so badly by consumer neglect. After the cable guy came to hook me up it took me four hours and four tech guys to finally get online. Luckily I still had a telus connection at the time, to help out. I know the problem was nothing at my end as I could connect fine with telus. As I have a mac, I was told that mac is officially not supported by teksavvy (great coz nobody uses a mac these days). Finally I got through to a tech guy who happened to be a bit of a mac guru on his free time. He found that for some reason at their end the incorrect DNS numbers were getting piped down the line to me. He changed my setup to a static DNS number within my mac and attempted to do the same on my router. Turns out it didn’t work on my router and I am stuck without wireless. My internet speed was dog slow so I asked to upgrade, the representative tried to charge me $5 for the upgrade at which point I decided that getting charged $5 when I had wasted half my Sunday to prove to Tekssavy they were in the wrong was not cool and that they should give me a months free internet as compensation. I asked to speak to supervisor and was told one would contact me back in 24 hours, three days later I got a call back from someone called David. David couldn’t understand my problem, that I had a static DNS when it should be non static and that it was screwing up the rest of my system, as far as he was concerned as long as I was getting a connection (through their jerry rigged system setup) all was ok. Except it’s not as I can’t get wireless, and if their system was set up correctly at their end, my system would auto configure and I wouldn’t have to deal with them at all. David went on to tell me that it was “absolutely ludicrous that I request compensation for their screw ups. He was so rude and disrespectful that I asked to speak to his supervisor to complain. He said his supervisor would call me back in 24 hours, and guess what… three days later I get a call, I can’t take the call so the supervisor left a message not stating his name and tells me I’m not eligible for compensation. No, I’ll try to call you back, or you can contact me by…. Just any other issues call the usual teksavvy number. Great back to stage one. Meanwhile I phone the tech department to see if I can talk to the original tech guy who knows mac’s to help me out. The tech guy says he will put a note on the account for said tech person to call me on his next shift. It has now been seven days and no call ARRRHHHHH!

Sun, April 24, 2011

1
TekSavvy is an exceptional internet company. I have recommended them to several people. The price is a little expensive compared to Yak, but the service is great and worth it. I have DSL service from them and I am very happy.


The only recommendation I have from them is to offer discounts to people who have more than one service, for example $5 off on each addition service the customer has.

Thu, April 21, 2011

-1
I have been a customer for a little more than a year now and am looking to switch providers. The short and long of it is that I pay for 5 meg service and recieve 3 on a good day. With constant service outages and terrible customer service, when once they were the best I had dealt with. I ask where did all the good technicians go and why has my service declined to half what I am paying for in only 1 year? Also I see they have stopped responding to these issues on this site. I hope everyone reads this and makes an informed desicion. Do not go with this ISP!

Wed, April 20, 2011

-1
I have been using teksavvy service for years. I used to be a satisfied client but I was totally pissed off by their services when I changed to the cable service from DSL recently. Followings are some examples, (not a comprehensive list): 1) None of their staff can give me a clear answer whether or not that I can still benefit my group discount in my DSL account. 2) When I request a change of my new Cable order which is not yet activated, they would charge me $5 account change fee, isn’t it crazy? 3) They charged me first month at a full listed price on the order placing date instead of activation day without any explanation. Let’s see what is going on in next month. Tekavvy, self claimed as a different ISP from Bell/Roger, is heading to the same direction where Bell/Roger goes.

Wed, April 20, 2011

0
To continue my previous post. Today is my Cable service activation day. And there is no Internet service!!! Modem can detect carrier signal but IP service is down. Roger's engineer can not solve the problem. What a service. Let's see how many following complains I can file here.

Sun, April 17, 2011

-1
Bad experience about customer service, waiting time of about an hour and half for moving, the custumer service didnt do the moving correctly, i need internet for work didnt has choice to change to bell because waiting time is to long

Tue, April 12, 2011

-1
Unreliable service (DSL). Connection keeps on resetting all the time: sometimes every couple minutes for hours at a time. Everything possible at my location has been attempted (different modem, different phone cable, different jack, etc.). Technician was even dispatched on site and found no fault. I was also switched from a 5M profile to a 3M profile to attempt to resolve the problem. So even if my service would work (despite the fact that I'm paying for 5M). I asked to switch to cable and asked for the cable activation fees to be waived, however that was declined (escalated to mgmt level, but I have not heard back yet).

After 1 year of frustration, I have just called in to cancel my service and I'm switching over to a competitor :(

Teksavvy, the only thing I command you for is your customer service. Everyone I ever spoke to was very knowledgeable and polite. Your customer service is great, it's just unfortunate you are unable to address the technical problems on hand...

Wed, March 30, 2011

0
nothing special, they were good until their prices started going up, so I left.

Fri, March 18, 2011

-1
When I moved back to Canada in 2009, I signed up with Teksavvy (dry loop dsl) at the recommendation of several friends. I had nothing but problems from day one; however, I at least felt I had some sort of support from the company (most of the problem was with Bell). Over the past couple of months, the service and response time has been staggeringly bad and the quality of technical support and administrative assistance has nosedived. I called in February to give them one last chance to fix my line (I was getting 100K on my 5M line by this point) and was informed that they had rolled out cable service to my neighbourhood. Figuring this might be the solution finally, I switched and it's been nothing but a nightmare since with hours of waiting on telephone lines with nobody answering, emails not returned for days, not being informed of critical procedural and technical issues regarding the switch (i.e. static IP is not supported on cable, how the cable modem would be provided to me, and now billing issues), and crazy responses to my technical questions (sorry, but hoping my IP address doesn't change isn't a reasonable network engineering solution if I want to host a domain on my server). I have desperately wanted Teksavvy to succeed despite Bell and Roger's (and company), but have found myself in the sad position where I can no longer recommend them to those seeking to set up with an alternate service provider until they have figured out a way of providing a reasonable level of customer service once again.

Thu, March 17, 2011

-1
I think I joined Teksavvy at the worse possible time. I was told how good the company was in the past with quick responses and excellent service. I joined in mid-February on the Cable Express package. Unfortunately, you guys are growing too fast for your own good and you are being inundated with new accounts and your bandwidth has been suffering with each passing day because of this. The queues are very long. E-mails are responded to in days. I realize that upgrades have been ordered and part of the problem is Rogers dragging their heels, but didn't you guys see this coming way in advance? Are these upgrades even sufficient for the immediate future? I e-mailed customer support and all they can do is add me to a large ticket for Rogers to upgrade the gig link. I am going to cancel until you can get your act together. Very disappointing situation. Hello there,

I am terribly sorry to hear about this massive upheaval in service you are experiencing.

We here at the Marketing Department pay attention to such things like these if you want you can email us at marketing@teksavvy.com to tell us your concerns with Attention to: Shew

Mon, March 07, 2011

1
Excellent service providers! I've been with them for almost 2 years and switched about 4 months ago to another provider. I regret making that decision and thinking of going back. No issues with Internet or speeds. Excellent service and support with Tek Savvy!

Sun, February 20, 2011

-1
In the evening time, the bandwidth speed is very slow. The speed(=download is 3.3 mbps only) is slower than DSL service. I am using their Extreme cable service. Very inconvenient and very disappointed. I hate the TekSavvy. I am sorry to hear that. We will do our best to make our customers happy. Have you contacted Tech Support?

For more info please email us

Fri, February 18, 2011

1
The very best ISP around today. I've been with TekSavvy for many years and have never had any problems. Speed is very good, and they have been very helpful the few times I have had to call for support. I would recommend them to anyone looking to change ISP's.

One note of caution to TekSavvy, as you grow your customer base, don't lose the level customer service that you are so known for, otherwise you will be lumped into the very same category as Bell, Rogers, Videotron etc..
Thank your for your kind comment. And you are very right growing too big too fast is not the best, so we definitely pay attention to maintaining our level of service. Thank you again for your continued support.

Fri, February 11, 2011

1
I'm very happy w my TekSavvy Cable internet, direct payment from bank account (no VISA necessary) and good helpdesk We have noticed that many users are really happy with our cable service due to its speedy DL/UL and our helpful CSR reps. Thank you for your comment!

Wed, February 09, 2011

1
I have been with them for 4 years without any issues in London, Ontario. I can't see any reason why anybody would use Bell or Rogers when companies like this exist. We should be thanking you for staying with us for 4 years! With loyal customers like you we can continue to serve you the best way we can.

Tue, February 08, 2011

-1
Been with TekSavvy for less than one month.

First I must commend the tech guys I talked to. I am a tech support person also and they did well. Unfortunately they do not have much training on the Newsgroup system. In fact, one did not even know about it. They have to charge you extra to have access to the newsgroups. They use static IP's to generate the access. The news server kept killing my access until I found out through DSL Reports that it only allows 3 congruent connections. Then when I fix that and check the download speed it is limited to 1/3 of what it should be.
I contacted them and they said they do not want to be known as a news server and that is why they limit it. Basically a download that should take only 30 minutes now takes 90. I was not happy for I use the newsgroups every day, that is how I get my stuff. Looks like I will be switching for I hate wasting my time on crippled downloads.
Also, now that UBB is squashed why do they have a cap on any of their DSL? All ISPs should be offering unlimited downloads if they have DSL for they do not have a cap from the wholesale end. Shame on you TekSavvy (and others).
I am sorry to hear about that. I will keep in mind about the Newsgroups dilemma and see if anything can be done with that.

Wed, February 02, 2011

1
A great group of people. They're very pro-consumer. You are a great person for supporting us too!

Mon, January 31, 2011

1
Excellent service and excellent pricing. Good to know my ISP is standing up for me. Thank you for standing by us. Without your support we wouldn't be here. Thank you again!

Sun, January 30, 2011

0
have not updated since July 2010 - they need to get on this, there will be more customers headed their way We are back! Ready to get these updates going.

Sat, January 29, 2011

1
Great ISP.

Sat, January 08, 2011

1
Great ISP! Been with them for 3+ years. Connection is stable and is quite fast. Hardly any problems. One time I was getting frequent drops, and I contacted the tech support. The operator was professional and helped to resolve the issue (it was a failure on the Bell's line, so they called a technician). The management is very open to the public, whenever any any problems arise they usually explain what happened, how it is being fixed, and what they will do to prevent this in the future.
TekSavvy has the most popular forum among all Canadian ISPs at dslreports.com.

Overall, I'm quite happy with the service, so I got their phone service as well.

Thu, January 06, 2011

-1
Stay away!! The signal became not stady! Jumping between 0.5-2,5 and noone can fixed it!!! During the last month tons of tickets were opened but the problem is still there!!! I understood, I am not the only one with the same problem!!! Looking for another provider!!!

Wed, December 29, 2010

1
flawless service. great teck support

Mon, December 13, 2010

-1
As a new Toronto resident and a first-year student at OCAD, I have had to deal with nothing but problems since I initialized this service. Since September, my internet went out multiple times, and I cannot believe how much time I have wasted being on hold with tech support. In one instance, I cancelled an appointment for a tech to come to my residence, and due to a lack of organization, he showed up at my door at the time of the "cancelled" appointment anyway. There have been numerous situations where I spoke to one tech who says they have placed a note about something on my account, and when I speak to someone else the next day, they say there is no note on the account. This is clearly due to a lack of organization. After dealing with issues from September to December, today I cancelled my service. The reason being that my service had been out for three weeks, and I was told my credit card would not be charged for an additional three weeks to make up for the three weeks. A couple days later, my card was charged, contrary to what I had been told. When I called to inquire, I was told that they were only authorized to refund me for three days, even though he could see on my account that I had called three weeks prior complaining that my internet was not working. The excuse I was given was that the tech who told me I wouldn't be charged for three weeks was a new employee. Perhaps TekSavvy should properly train their employees before they are allowed to deal with customers. I definately would not suggest this internet service to anyone. I am definitely sorry to hear this. I wanted to follow up on your comment and see if your problems have been alleviated. Sorry for the late reply as we are starting to revamp our CanadianISP updates and would like to address any issues from the past.

Wed, December 08, 2010

-1
Extremely poor service. Signed up a month ago for cable internet, was told that "transition will be seamless" Rogers got cancelled, however no transfer for a week. Called everyday for a week get run arounds everytime i call. All managers always in the meetings. Never get an answer. DO NOT USE THEM. i am still battling them so will continue in the next comment

Tue, November 30, 2010

-1
Horrible Customer service! They never even got a chance to hook me up because I cancelled after a month of being jerked around. They couldn't even get the cancellation right. They cancelled my internet and phone service request, but didn't inform BELL so I lost phone and internet with Bell for a day. I never thought any company could make me miss BELL or Rogers, but TekSavvy did just that.

Sun, November 21, 2010

1
Haven't had any issues with them. They were very understanding when my credit card was cancelled, and processed the fee once I got the new card.

Sun, November 21, 2010

-1
Have been with them for 3 years, not bad service, average customer service. Recently, have so many drops, call for answer, expecting an educated answer, always get the same your home wire, your filter, your cable. Tonight, I called and ask for an answer why I have just been dropped of so many times in a day, the answer is ÿour problem. I said that this is not a good answer, I tried everything they suggested before, I might have to look for another ISP. The customer service guy asked me if I want him to disconnect for me immediately. Wow, what kind of Customer retention they have? Incredible, I am an IT engineer, and when I hear the language they use to talk to their customer, why bother to service. I am out of this degrading ISP.

Tue, November 09, 2010

1
Using for almost a year. So far no problems. Support is excellent.

Sat, October 16, 2010

-1
very slow... only 2.5 mb for download...looks like when you complain about that, thay switch you to a fast server, otherwise, stay at the current 'good' speed...
planning to switch to a better ISP

Sun, October 10, 2010

-1
Teksavvy technical support leaves their customers hanging in the air in the space between Bell, and the wiring in your home. I have been without internet service for the past 2 weeks, now going on week 3. The finger pointing between Bell, and the wiring in your home is enough to make me sick!

Sun, October 03, 2010

-1
Signed up for cable internet. Worked fine for 10 days and died. Numerous calls and e-mails, nothing got fixed. Rogers is a very reluctant partner and TekSavvy is not terribly motivated to push them. After 19 days with no internet I cancelled.

I am ony getting a refund for the 19 days, not for the outrageous set-up fee, not for my wasted time.

(Since I was transferring from a working Rogers service, the setup consisted of them e-maling Rogers with my modem serial and address.)

Not recommended!

Fri, October 01, 2010

-1
In two words "stay away!" Look for competence and dedication to service somewhere else.
Clearly TekSavvy has an excellent team of accountants who will spend an incredible amount of time to set up your billing side of the service. They will charge you 5 days in advance even if you sign up for prepaid automatic payments on a credit card. Walmart credit card payment processing takes 250ms, Teksavvy cannot explain the several orders in magnitude difference in credit card processing times. They will dutifully stop your order for any inconsequential inconsistency particularly when the inconsistency is only perceived by them and not real. This delays your service connection by a day each time advantageously reducing their workload even after you prepaid! It is always up to you to call back which advantageously reduces their overhead. All voice messages and emails from them are very short 'We called you (but we are not going to tell you why or which department to call back).' which advantageously speeds up going through their pending customer notification queue. You are expected to call their IVR and guess which number you have to press, this new mode of operation is called 'workload download to the customer'. No associate at Teksavvy will take down any important information about your setup which is not a form field entry on a form they are filling while you are on the phone. No customer records are being kept in order to save information storage overheads. Each associate will dutifully ask you the same question again and again because none of them can be bothered to review their skimpy records. If you ask that they write down what you tell them, they still come up with impossible explanations for problems with your setup. It is insulting to be told that your problem has to do with a service which clearly you could not possibly even buy from them with your setup. Yet, they are so cleaver that the impossible must be your problem. Of course, it is always Bell's fault! Dear TekSavvy, you are in the resale business, if we wanted to go with Bell we would not bother you with a new customer order, learn how to deal with Bell XOR let them walk all over you. Your choice. Whether I go with Bell or with you I get the same bandwidth. I want to pay you to deal with Bell and I have no problem to pay you in advance. Deal with Bell as you are paid to or let someone else take up the challenge. Sincerely and respectfully. I sincerely hope this helps your business better deploy your resources away from accounting to service provisioning. Why should anyone buy your services if you are not accountable to your customers?

Mon, September 13, 2010

1
Over a year and no problems, always a quick response with a live person in Canada who knows their stuff. I switched from Sympatico and glad I did, price and service excellent.

Tue, August 31, 2010

1
A+ ISP.
24/7 tech support.
Have switched my parents to TekSavvy and they love it too!
Can provide home phone service as well at VERY competivice prices.

Thu, August 26, 2010

-1
Raised their prices so they could afford a Georges Laraque commercial. Why pay big bucks now when i have to put up with frequent disconnects and slow speeds. Time to try out another crappy isp.

Wed, August 18, 2010

1
I've used them for almost ten years and the service has been consistently very good. They are getting a bit bigger now and service is starting to slip but still the best independent so far!

Mon, August 16, 2010

1
been with them over 2 years, great tech support, very quick on billing,
with bell they would only provide 3 Mb service, Teksavvy is 5Mb and I get that day in, day out every day.

Thu, August 12, 2010

1
1. With the phone company Internet service I was having constant problems with outbound email, getting messages such as "server not available, the data was lost in the middle of the transaction, and other issues, not related to the setup of my email client. The phone company told me it was my problem. With Teksavvy all is now O.K. Other than putting in the required changes to use their SMTP server I changed nothing in my email setup.
2. I also could not browse the web most of the time. The phone company wanted to charge me to come out and fix this apparently before they would look at anything on their side. TekSavvy knew what was wrong the first time I called them. They saw right away that it was a line problem [a sync rate issue] and sent the required info to the phone company to get them to fix it. Now it's great. Teksavvy deserves a five star rating.

Mon, August 09, 2010

1
Benn with teksavvy for 1 year, pretty satified and best prices compared to Bell... :)

Mon, August 09, 2010

-1
poor customer service in the last 2 months. Too many outages for me to continue being their customer!

Mon, July 26, 2010

1
Great tech support. Speed to spec. Good service.

Thu, July 15, 2010

-1
Very bad experience with their service rep. he had a "uncaring attitude"

Wed, July 14, 2010

1
No interruptions!

Tue, July 13, 2010

1
Fast and reliable. Offer 10% discount if you pre-pay for they year. Try it out for a few months first since they rely on Bell for a portion of their network.

Mon, July 12, 2010

-1
Was with TekSavvy for 5 years, service was good , you could always talk to tech with no holding.
Now it's getting worse and worse, being put on hold for 30min in my last two calls. Being promised 5 working days to get Dry DSL, but still don't have it after 8 days. Call them was told the order was never sent out, need another 5 days. Left a message for their manager to call me back, 3 days passed still no response. Called again, they said sorry, they were back logged. Told the manager to cancel my account with TekSavvy. I feel like that since their business is growing, they don't even care about you anymore. I recommended to my friends before, will never recommend it to anyone any more.

Wed, July 07, 2010

1
I have been a TekSavvy customer for about 3 years and other than scheduled maintenance I've noticed maybe 4 or 5 outages that last no more than a few minutes which I can even say for sure were their fault. I've found their customer service ranges from good to excellent.

Sat, July 03, 2010

-1
not pleased!

Tue, June 22, 2010

-1
Placed an order on Monday, CSR says it will be done on Friday. Following Tuesday it was still not done. Now they insist I placed the original order on Wed. Just really irritating!

Wed, May 26, 2010

-1
I was charged an extra $90 when I had to talk to tech support because the modem they sold me was broken.
Do you really want to deal with a company that does this?

Sun, May 16, 2010

1
Tech support that acutally picks up the phone! I've had friends that run 3 Teksavvy lines for a few years now, so I switched my parents 4 months ago. Customer service is great. Since the lines are owned by Bell its the same service.

Mon, April 12, 2010

-1
Have had an ongoing issue with dropped connections which they seem reluctant or unable to rectify. Am considering a different ISP.

Thu, March 25, 2010

1
very very good service

Fri, March 12, 2010

1
Signed up for homephone and DSL - Great support, works fine. Billing so far unproblematic (take this Rogers!)

Thu, March 04, 2010

1
Compared with our previous ISPs, Teksavvy provides excellent value while delivering top-notch service and professional, user-friendly support.

Wed, February 17, 2010

1
Reliable service for 2 years.

Sun, February 07, 2010

1
best customer service out there

Wed, January 20, 2010

-1
started out at $29 a month, jumped to $39 month. Called tech support with real slow or dropping out. Was told to borrow a modem from someone to see if that would fix the problem!!!
Going to new supplier with modem

Fri, November 06, 2009

0
I've been with Teksavvy for years, no complaints then. But after I switched to dry DSL, I began having intermittent problems where all traffic froze, even though I was still connected. Each time that I reported it to tech support, I mentioned that everything worked fine before dry DSL - could it be the port at the central? They always said that couldn't be it and sent several Bell techs to my house, did line tests, etc. They suggested it was my wiring, then they suggested it was my modem, but they never checked the port. The problem would go away then come back, on and off for almost 1 1/2 year. They still said it must be my modem, so I finally got fed up and bought one from them with the promise they would take it back if that didn't fix it. It didn't, the problem persisted. Again, I mentioned to tech support that all this started when I went to dry DSL, but nothing doing. Back to square one with the Bell techs at my place. Finally, while confirming an appointment with Bell dispatch, I told them what I had been telling Teksavvy all along. The guy ran a test, said "Holy shit, something's wrong, I don't know why no one checked this before" and he sent a Bell tech to check the port.

It was the port, like I was saying from the beginning. Problem fixed after 1 1/2 years, but I still had to pay for new wiring and pay for shipping of the modem (they won't reimburse shipping even though I proved that my modem wasn't defective).

Eighteen months of wasting time and putting in calls and staying home for Bell techs because Teksavvy doesn't listen.

Great ISP, as long as nothing ever breaks.

They're very prompt on billing, however.

Sun, October 25, 2009

1
Teksavvy user for 2 months now. My experience has been very positive. Customer service is excellent. I also have the home phone. I switched from Bell to Teksavvy phone. It's the same thing with better prices.

Tue, September 29, 2009

-1
They state servers are allowed, but they block email servers.

Check out www.spamhaus.org:

Outbound Email Policy of TekSavvy for this IP range (69.196.188.0)

It is the policy of TekSavvy Solutions Inc that unauthenticated email sent from this IP address should be sent out only via the designated outbound mail server allocated to TekSavvy customers. The outbound mail server that should be used is smtp.teksavvy.com

Wed, September 23, 2009

1
I use Teksavvy for hosting a dedicated web server. Their Unix support guys are extremely responsive and very helpful, especially when I am no expert. Highly reccomend.

Tue, September 22, 2009

1
Great provider, reliable connection and good customer service, recommended!

Wed, September 09, 2009

-1
Seemed fine at first, later on kept disconnecting me. Always telling me to reset my modem. Seemed like they didn't really know and wanted to charge me to have Bell look at the line.

Mon, August 10, 2009

1
Flawless service and the most amazing customer service I have ever had from ANY company.I know my way around pc's and rural wireless networks and these guys deliver a great product. Credit where credit is due. Do not hesitate to buy from the smaller guy! Highly recommended!!

Sun, August 02, 2009

-1
very slow, disconnect all the time

Fri, July 17, 2009

-1
I called the sales department and they tell me that I won't be billed until activation. Then I get accounting department charging me before activation.

Sat, July 11, 2009

1
I have been with theese guys for a couple of years. I have had bell and rogers as well. This is the best service for the money.

Wed, June 10, 2009

1
Great ISP, Great Tech support, always willing to go the extra mile to help the end user

Thu, May 07, 2009

1
it's a good isp, i have no problem with them.

Mon, May 04, 2009

1
Great ISP, never had any real issues and all problems within their controlled was handled quickly and professionally.

Wed, April 15, 2009

1
I have been using TekSavvy for over a year now. I only ran into problems at the start but in the end I found out it was Bell who screwed me over not TekSavvy. Ever since then it has been a great experience.

Tue, March 31, 2009

1
Great rates, high (or unlimited) bandwidth caps, good hardware, awesome tech support, only good things to say...

Sun, March 08, 2009

1
Excellent ISP. No issues for the year+ i have been with them. Great value, fast speeds, high download quota, no throttling. Extremely stable and reliable, In the last year i have never noticed a drop in connection. Highly recommend Teksavvy.

Sat, March 07, 2009

1
They're very professional. Had to call a number of times, as Bell had issues connecting my dry-loop. Always talked to knowledgeable and helpful people. Exceeded expectations. Event called back when I finally connected and helped my wife connect the line. Awesome!

Sun, February 22, 2009

1
Extremely happy with their service after switching from Telus. Excellent customer service (actual people answer when you call their number) and best price/speed in Calgary ($36/month for 6Mbps/1Mbps down/up and 200GB total monthly transfer DSL service).

Tue, February 17, 2009

1
Great service, great price, overall very happy.

Wed, February 11, 2009

1
No issues to date. They installed faster than promised, and I don't think we've had a single outage yet in about 9 months of service. When you call them, you do not have to deal with a voice response unit - they actually answer the phone! They've been a good and conscientious company for us.

Fri, February 06, 2009

1
test

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