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

Sun, Sep 25,
2016

Teksavvy is the single most inconvenient and overall negligent company I've ever had the displeasure of interacting with. However, some of their employees are very good and helpful.

Now, onto my experience with them. I started having DNS errors and excessive speed slow downs within the first week, this was irritating as it prompted everyone into thinking this ISP was trash. I defended them so much, saying it was the new router and running around power cycling everything almost every other day.

Then, the DNS errors began. After wasting my time trying to find a solution, I contacted the ISP via their support. The first call, I was told that my router was broken and they couldn't help me. After a couple of calls, I wa helped in a process to bridge the modem. This left me without internet for 10 hours, I was up for 4 hours in the night trying to fix it.

Then, I began E-mailing them. They told me to waste my time troubleshooting this and that and the other thing, until I replaced my router altogether.

This did not solve the problem, and I was paying them for non service, and was 2 routers worth of money down in my wallet.

They eventually replaced the modem, and tried to charge me for it. This also did not solve anything.

They are asking me to bridge the modem now, like it is my responsibility. They even tried to lie in an Email saying that the modem was sent in bridge mode. All the problems occur through wifi, wired. Through the modem it's fine, but I need to use it in association with the
router.

I tell them I may cancel, unless I can get some small insignificant sized compensation for my troubles. They say "go ahead, cancel". Of course they did, they have my money and I'm here typing this hoping it will actually submit since my internet is fragile.

Hi there,

I'm sorry hear about your experience with us thus far. We would definitely like to see if we can have a second look at your issue if we're able? Feel free to launch a ticket at help.teksavvy.com and we can have a look!

Thank you for your time and patience during this ordeal! If you have any questions, please let us know!


Rating:-1
Service: drydsl
City: Brampton,
ON

Fri, Sep 16,
2016

I had a good experience with Teksavvy for 18 months. Always above the 15 MPS i was paying for. A dump truck broke the cable attached to my house. Cogeco cable replaced it but attached it to a very busy BUSS with 3 times the traffic. My internet fell back to 13 - 14 MPS and when I complained They said 'Good enough' On Saturday nights while trying to stream YT vids or a Kodi movie, would stall, I checked connection at 5 MPS. I sent Teksavvy pics of my connection speeds. They did nothing. I switched to Bell Fibe. Hey there,

I am terribly sorry to hear of your experience. We always do our best to troubleshoot and resolve the issues at hand to identify and correct the connection issues to improve the experience. It is with regret that we were unable to resolve the service issues you faced and as a result have lost you as a customer. We would be happy to learn from this experience if you could Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. and reference your review for further investigation and our improvement.
Rating:0
Service: cable
City: Welland

Mon, Aug 29,
2016

Nowadays, there are many ISP options for all your telecommunication needs. It makes no sense to stay with giant telco/cable providers who charge high premiums with regular creeping price increases yet degrade service offerings at every opportunity. This website is excellent at providing customer feedback on the many services and options available. Bravo CanadianISP!

Like many other Canadians who have made the switch from big telco/cable, I too would strongly recommend everyone consider and act on switching as soon as possible. Research and data shows that Canada is by far the most expensive country to surf the web. This is due in no small part to monopolistic practices such as Usage Base Billing (UBB) brought about by the telecom providers. Unlimited bandwidth in Canada is up to 90 times more expensive than other countries. (See Wiki – Internet service in Canada for more details).

But which alternate provider to choose? Some weeks ago, I moved my Internet service over to TekSavvy and I was pleased with the transition. I shared that experience in an earlier post. Recently I decided to switch my Bell home phone to digital phone service with TekSavvy. This transition exposed some service shortcomings which I’ll explain below.

Information about TekSavvy digital home phone is scarce. TekSavvy digital home phone service advertises over 15 included features (with the premium plan) but details and the feature codes are very difficult to come by. In fact, I had to use “Google search” to point me to a TekSavvy webpage that had the details. (Here is an exercise for you: Using only the information contained within the TekSavvy.com website, find the star (*) code you would need to activate the “Do Not Disturb” feature of your TekTalk digital home phone… do not cheat like I did by using Google search!).

Also, due to negligence or oversight in maintaining their website, if you click on Home Phone (TekTalk – Digital Home Phone) from their main website, and then “get more details” of either Premium or Unlimited plans, the link to discover more about the Customer Portal brings you to an invalid page. “Oops”... It says.

When completing the online web application to switch my home phone to digital phone, the application did not have an option to request switching my DSL loop from wet to dry (this is extremely important otherwise I would lose internet, email and phone access once Bell terminates my home phone if my DSL is not configured correctly – if you have cable as your internet carrier, then this doesn’t concern you). Having noticed the web form did not include an option to switch my DSL, I wrote in the comment section of the web application “IMPORTANT: SWITCH MY DSL FROM WET TO DRY”. Yet, the employee who processed my application either didn’t see or chose to ignore the comment section and placed the order with Bell to transition my home phone to TekTalk Digital without requesting the DSL switch. Later that week I called TekSavvy to make separate arrangements to ensure my DSL would remain live.

Information about TekSavvy services and offerings are available but scattered throughout many portals each requiring a separate sign-in and password. You will need to individually apply and get access to Web mail, forums, help support, TekTalk portal and your DSL account. That’s 5 login addresses and passwords to remember as there are no links to these different portals from the main website (although a link to the general forum is provided at the very bottom of the page).

Once I got all my accesses in order and took to reading the many messages on the forums, it became clear that customers have been suggesting improvements for some years. A message from 2014 complained of the many logins/passwords required to which the response was: “working on it”.

I also spent some time reading the “Terms and Conditions” which we all know we should read but we never do! Their Acceptable Use Policy (AUP), article III - Electronic Mail: {Quote} We (TekSavvy) and our suppliers reserve the right to review materials sent through such service, and to remove any materials in our/their sole discretion. {END QUOTE}. I am also unclear as to the internet “throttling” policies of TekSavvy as there is a lot of ambiguity within the Shared Internet Resources (SIR) Policy. I am paying for 7 Mbps download yet lately I cannot go above 2.6 Mbps when watching YouTube and other video traffic. This is surprising to me as I was of the understanding that TekSavvy was supportive of net neutrality and very mindful of customer privacy. If you feel strongly about your ISP reading your email or inspecting your data packets to throttle your speed as the AUP and SIR would suggest, you might want to consider a different provider. I am hopeful that definitive answers on such important policy positions will be shortcoming from TekSavvy.

The equipment you will need for digital home phone is available for purchase from many sources but when you buy from the provider, the equipment will often come pre-configured so it’s just plug-and-play once the gear arrives. This is true of TekSavvy. However, an ongoing irritant of mine is that when I pay for the shipping fees, I should dictate the terms of delivery. Not so with TekSavvy. Even though the customer pays the courier fees, express delivery will be limited to a “delivery card” delivered to your door instructing you to go pick up your parcel at another location at a later date. Based on your availability and opening hours of the custodial agent holding your parcel, this will add delays to your delivery. It makes no sense to me to be charged a premium delivery charge for a “delivery card” instead of the actual parcel! Again, if TekSavvy was paying for the delivery then I wouldn’t complain. But since I paid, why should I be satisfied with the extra delays and inconvenience to go pick up my parcel elsewhere? I have a few suggestions for use of the “delivery cards” left at my doorstep should Canada Post or TekSavvy care to inquire…

Also, while researching the equipment needed for my digital home phone from the manufacturer (Grandstream HT-502), I was very pleased to find that the gear can accommodate two jacks to be hooked up to the device (described as 2 FXS analog telephone ports (RJ11)). This is important to me as I wanted to connect 1) my home phone in the first jack and 2) my alarm system in the second jack (others may want to plug in their fax machine in the second port). However, once you get the gear, the equipment is clearly marked that you can only use the first port as you will find that the second port is taped off (blocked). After further research (once you find your way into the deeper help files and forums) you will learn that you cannot use both jacks with only 1 account… you would need two accounts to use both jacks. This information should be upfront in my opinion and not buried under password-required forums or FAQ.

Given the above, I cannot at this time recommend TekSavvy to friends and relatives. However, I would not discourage their services either. TekSavvy is probably one of the larger re-sellers available in Canada and they have done great work in advancing and promoting competition in our marketplace. I am very lenient and understanding of unplanned installation issues, technician fees during required home visits and last minute changes to schedules as I know these 3rd party vendors (like TekSavvy) are often at the mercy of wholesale vendors within these monopolistic companies (Bell/Rogers/Shaw/Videotron) and they do not make it easy for the re-seller nor the customer. You must factor these real challenges in setting your installation expectations. But the service issues raised above are directly within the control of TekSavvy, some of which ongoing for years based on customer feedback. My advice to would-be customers reading this review is to check and see if any of the above issues have been resolved, addressed and which remain outstanding. Just visit their main website and test if dead links are still prominent, if you can jump to your various account portals, if you can easily find star (*) codes and explanation of features for your digital phone features, if web applications encapsulate all important information, if they confirm or explain bandwidth throttling, etc. While it is important to remain reasonable in your expectations with 3rd party vendors, there is no reason that information should be this challenging to access.

TL;DR Should you change your telecom provider to a 3rd party? Enthusiastically YES! Should you switch to TekSavvy? Test if the issues above have been fixed and if so, then my recommendation is YES; otherwise, continue with your research and determine what’s important to you.

PS: I rated this TekSavvy comment as ‘neutral’ as opposed to ‘negative’. This is because I do not feel that TekSavvy is being purposefully deceptive in their communications. I believe the company grew so rapidly and had to contend with expensive government and CRTC lobbying, work within established servicing technologies (legacy systems) and having limited to no support from the industry. I do not condone their servicing shortcomings but I do support market competition where the consumer will benefit.
Hello,

Thank you for your review.

I'm sorry to hear about the difficulties you've had during your switch from Bell Home Phone service to our Digital Home phone service. Due to the amount of topics covered in your review I have broken my reply into separate sections for TekTalk, ordering process, shipping, and DSL.


**TekTalk - Features**

We include a list of all of the features available with each TekTalk plan on our main website when you click the “Get More Details” button for each plan. However, as you mentioned, in order to get detailed information on the features such as the star codes required to activate each feature, you have to go to the support section of our website. Please note that this information can also be found by visiting Help.Teksavvy.com and searching "TekTalk Features" (this link is included in your confirmation email).

Thank you for the heads up on the TekTalk navigation and links.

First, I have tested all of the TekTalk links I could find on our website and they all appear to be in working order. Could you please try and use the links you had issues with and let us know if they're still broken?

Second, and more broadly, we are in the process of rebuilding our TekTalk documentation and Web information. We definitely hear your request to put more information up front, and to improve navigation to factual info about both the service, its features, and the ATA provided to operate with it. Watch this space!


**TekTalk - Ordering Process**

When placing an order for our TekTalk service online, our ordering system will only ask you for all of the information relevant to placing a TekTalk order. Unfortunately our online ordering system is not currently designed to perform both the TekTalk order and a Wet loop to Dry loop conversion. With that being said, the note you placed on the TekTalk order should have tagged the order for manual processing, and an agent should have called you to set up the Wet loop to Dry loop conversion.

We are investigating to see why this was missed. If you are willing to contact us and let us know what account this was, we’d be grateful.


**Shipping/Delivery**

We currently offer two ways to ship our hardware.

Standard shipping is via Canada Post Express ($10), which carries a delivery time of 3-5 business days. You are right: the package is held at your local post office, and the courier leaves a delivery notice at your home, in order to control for disputed drop-off deliveries, which had been a problem before we instituted this practice.

Express shipping is via Purolator ($30), which carries a delivery time of 2-3 business days. The courier will deliver the package directly to your home, for signature. Please note that we only offer Express shipping on over-the-phone orders.

Although these are the only current two methods, we've done some exploration into alternatives in the past however they never took off. This is something we are still working towards (the betterment of the shipping experience by providing other alternatives).


**AUP and E-mail**

Our Acceptable Use Policy is a tool to ensure that our service is not used for network abuse. You reviewed it, which is always a good thing, and came across language that quite frankly has been there for many years, and is designed to guard against anyone using our service for spam and other abuse.

The sentence you found gives the impression that TekSavvy wants to reserve the right to read your email. Now, that’s not the case: the intent is to signal that, where a third party forwards materials to us to review, we will review them -- not that we will, or even could, snoop into your private email. But good point. In advance of redrafting this whole document, which badly needs it, we’ve updated the AUP to address the language. Please continue to read the fine print, and to bring anything that doesn’t sound right to our attention!


**DSL speeds and Shared Internet Resources Policy**

The speed decrease you have noticed in your DSL service couldn't be related to our SIR policy, for two reasons.

First, as a practical matter, we have not deployed any of the congestion-response traffic management described in the Policy. Rather, we are doing things as we have always done. The Policy describes traffic management that we are looking to have access to, in the future, only for periods where we haven’t been able to provision enough bandwidth to handle unexpected congestion.

Second, if in the future we do end up relying on that traffic management during emergency congestion periods, it almost certainly couldn’t reduce your speed from 7 to 2.6 Mbps. If it did, it’d be broken -- in fact, the whole point is to make sure that even when deployed, it does not affect real-time applications like YouTube and other streaming video services.

Based on the specific speeds you have mentioned in your post, it sounds like something else is going on: that your line may have defaulted back to the standard 3 Mbps up / 0.8 Mbps down profile. I would really like to investigate your account to see whether this is the case, and correct the speed issues -- and find out what happened with your TekTalk order while we are at it. Could you please open a support ticket so we can get your information?

To open a support ticket please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,

TSI Jonathan
Rating:0
Service: drydsl
City: Montreal,
QC

Wed, Aug 17,
2016

I have been a Bell customer for over a decade at this address for DSL internet, Fibe TV, home and cellular telephone service. Very costly! Rarely watched TV but it was mandatory in order to get somewhat affordable unlimited internet. The little TV I watched was often interrupted by pixilation of the image. Repeated technician visits to my home over the years never fixed the issue yet I watched my bill get higher and higher with every passing year while services degraded and TV channels were removed. Bottom line: I didn’t feel I was getting good value for my money.

After much research and several phone calls to various ISPs, I decided on TekSavvy (TS). I was thrilled not to be forced into another TV deal in order to get internet. The services and prices are exactly as advertised and there were no surprises. I ordered the QC-7 Unlimited. I allowed plenty of time (2 weeks) between placing the order and choosing an installation date to allow paperwork to filter through both Bell and TekSavvy. Glad I did because Bell denied to TekSavvy that I had requested their cancellation even though Bell already called me 3 times to offer me discount offers to retain me as a customer. Once I provided TekSavvy with the confirmation cancellation order, Bell proceeded with the new installation request and the delivery was on the expected date (August 15th).

Setup was extremely easy. If you buy your modem from TekSavvy, it will arrive pre-configured. I only wished TekSavvy used or offered different courier services (like UPS) instead of Canada Post. With Canada Post you get this silly pick-up card in your mailbox as there is no attempt to home delivery. You automatically lose 1 day because the pick-up card always instructs you to go to a location the following day. The delivery date advertised is therefore always false as it is the “pick-up card” that is delivered – not the package! (This is the only flaw I encountered with TekSavvy). My disconnect from Bell and ensuing connection to TekSavvy occurred on the same day (August 15). As my new modem was pre-configured, I just swapped the Bell DSL Modem for the newly acquired TekSavvy modem. That was it! The Bell disconnection occurred at 8 AM and the new TS connection became live at 9:15 AM. The technician did show up at my house at 10:30 AM but I was already up and running. A speed test confirmed I was getting 7.23 Mbps/sec which is what I ordered.

So far all my expectations were met with TekSavvy. Great personal and friendly service every time I called. I was nervous about changing ISP and had lots of questions but the staff is knowledgeable and I never felt rushed to end the call. They advertise that they are an all Canadian company which I always support. If it isn’t obvious by now, I am very happy with my choice and would not hesitate to recommend TekSavvy. In fact, I just ordered the digital telephone service now and this is scheduled to be installed later this month (as well as changing my DSL from wet to dry). The list of features with digital home phone just blows my mind compared to what we pay Bell for the plain vanilla service. My only regret: I should have switched much sooner and saved my money while getting more services for the buck! Whoever you chose, feel confident about letting go of the giant cable and phone providers, set reasonable expectations and reap the rewards.
Hello, thank you for this wonderful review. We are very happy to hear that you are enjoying the service and the installation went well for you.

Please keep us posted on your phone installation and if you have any questions, please let us know.

thank you,
Rating:1
Service: dsl
City: Lachine,
QC

Wed, Jul 27,
2016

When I first went off to University, I ordered Cogeco cable internet for $40 per month with a 30 GB usage cap. It worked well enough, but 30 GB isn't even enough to roll updates out over my 10 Linux computers. I had previously tried a DSL service with some random company, but due to the quality of the DSL line I couldn't get better than dial-up speeds. I wouldn't recommend DSL for anything, but that's just the technology.

I switched over to Teksavvy for their cable internet service and it worked without issue -- ~150 GB per month for less money. In my 3 subsequent years at university I had maybe 1 outage for a period of 2-3 days or so. Since I'm not emotionally attached to the internet, I just dealt with it (it's internet, not air). I called up their tech support and set up for a "cogeco" technician to fix it (they *are* a reseller after all). If you don't know how to use a computer, be prepared to do what they explain. I know what pings and traceroutes are, and I have an ethernet port on every one of my computers (except for some stupid apple computer I pulled out of the trash -- who's ever heard of a modern PC with no ethernet port?) -- not everyone will be so quick to understand the process.

I have known people to go full rage-mode on their internet provider which is very awkward in the middle of a dinner party, but you never hear from the people who like the service -- this site seems inherently one-sided as nobody feels the need to post a review when everything works the way it should.

Currently still with TekSavvy, although the speed I'm on isn't *technically* available in my area anymore (I was "grandfathered in" to a lower speed).

I might not be in Canada for much longer (planning to possibly move out to Australia), but I'll definitely use this service if I ever do return.

ADMIN NOTEOn the "one sided, nobody feels the need to post when things work as it should": Here are the total stats from all ratings on CanadianISP:

Negative Rating: 1761

Neutral Rating: 295

Positive Rating: 2124

Comment Only: 127



Reviews on CanadianISP are still in the majority positive, for positive experiences with their ISPs :)
-Marc Bissonnette
Hello there!

Thank you for taking time out of your day to post your positive review!

Our troubleshooting guidelines are strict and require all the steps to be completed prior to opening a repair ticket.

We are very patient with our customers and will provide all the help we can to gather all of the required troubleshooting information in order to request a technician.

"who's ever heard of a modern PC with no Ethernet port?" I know right? :-)
It is very common now, as we are unable to troubleshoot via a wireless connection, it becomes a roadblock with our troubleshooting.

All in all thank you for your feedback and review.
Should you ever return to Canada, feel free to reach out to us!

Thank you,
TSI Shawn S



REPLY TO ADMIN
Thanks for the stats Marc.
-Shawn S
Rating:1
Service: cable
City: Windsor,
ON

Wed, Jul 27,
2016

I've been with TekSavvy for over a year and a half now, and it has been nothing but constant problems and annoyance. Every month or so, a new problem arises, or an old problem resurfaces. Whether it is the speed being cut down by half or more, or the entire service cutting out for days, the issues just keep rolling in. I have come to dread having to call tech support every month, as it eats up 1-2 hours of the day with the same "Have you turned it off and on again?" type questions and suggestions and always ends with "Alright, someone will be around to fix it at any point within the next 7 days. We do not know when." The problem is never solved for long when they finally do come.

I've had to interrupt my work to deal with these problems far too many times. I will be searching for another provider as soon as I have time free.
Hello,

Apologies for any inconvenience with the service. I would be happy to look at your account and see what is happening with your connection. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
TSI-Ashleigh
Rating:-1
Service: cable
City: Kitchener,
ON

Tue, Jul 26,
2016

6 years of largely good experience. Speeds as promised, largely reliable, good value for money, decent tech support in the limited cases I've needed it.
2 slight concerns:
a) Both during initial activation as well as during a service upgrade faced >24 hrs down time, with TekSavvy and Bell (line provider) pointing fingers in blame. Likely not TS's fault, but beware of such hiccups.
b) At least 1, maybe 2 occasions over the 6 years when plans have been "realigned" in a way that slightly increased the fee. Justification was the general increase in bandwidth consumption by the whole customer population. Understandable, I guess, but a bit frustrating that it's paid for by all users, including those like ourselves whose consumption has not really increased!
Thank you for your review and feedback. We are thankful for your loyalty and we are always working to minimize those hiccups mentioned to make smooth easy transitions from one provider to TekSavvy.

Thanks again!!
Martin
Rating:1
Service: drydsl
City: Ottawa,
ON

Fri, Jul 08,
2016

What do I love the most about TekSavvy? I don't have to call Bell Canada anymore!

We've been with TekSavvy for a year and are EXTREMELY happy with the price, service and speed. We have the SAME--if not better--level of internet service for LESS than half than Bell.

Eventually I got so fed up with Bell's constant stream of raising your rate by a number of dollars or having promotions that expire every three months unless you call them games (I was paying $108/month for a service that only a year earlier was $80/month for, tax in).

In the year we've been with TekSavvy I called billing in the beginning and recently was troubleshooting a problem with calling a certain type of phone number using their VOIP.

When I called billing they were extremely courteous and helpful and answered my question clearly. They're based here in Ontario (Chatham) so you don't end up with some overseas cut rate call centre where: (a) they barely speak English, (b) can only work from a script, and (c) are not employing local people, sending money out of the local economy (thus, giving the Trumps and Brexiters fodder for their xenophobic tendencies).

When I called TekSavvy's VOIP phone support the technician spent a number of hours on my problem and was courteous and professional throughout.

Ultimately, the solution seems to have been to flash the modem. Now we are consistently able to call a phone number (in Wightman Telecom in Grey Country).

Download speeds are substantially better than with Bell Fibe (Bell Fibe was slowing to a crawl at certain times by the time we left) and the price can't be beat.

We've got 15/10 Lite with 150 GB down (unlimited between 02:00-08:00) on a dry loop with their VOIP service.

We pay $45 (tax in)/month for dryloop (no landline) DSL internet and $12 (tax in)/month for VOIP.

If we had similar service with Bell we'd be paying OVER double for dryloop and a third party VOIP and I'd have to be on the phone every six months to force them to lower their rates by threatening to quit.

The only problems we've had are with the VOIP service not calling certain numbers (pizza call centers on Christmas/Boxing day and a phone number in Wightman Telecom) and that seems to have been modem related.

I find some of the negative reviews here questionable, and, most likely self-inflicted. I asked the TekSavvy rep what I needed to do vis-a-vis cancelling my Bell service and they gave me very CLEAR instructions about WHEN to cancel and how long my phone number would be unavailable.

My guess is that some of the complainers didn't listen properly.
Hello there!

Thanks so much for taking the time to write up such a detailed review of your experience thus far. I'm happy to hear that you're enjoying the new services.

If you ever have any questions for us, don't hesitate to reach out! :)

Regards,
Jon
Rating:1
Service: drydsl
City: Toronto,
ON

Tue, Jun 21,
2016

What an awful experience trying to move over my home phone. They were to do a number port (which I know involves the incumbent provider), they told me all was set to go for a Friday, then called to tell me there was an issue - no problem. After that they told me it was set to go for the next day (Saturday), came and went with nothing. Emailed them on Monday to check in - no response. Called them on Tuesday - so frustrating, no chat options, no response from emails then 30 minutes of being on hold to be told they have moved my service date by a full week. In the mean time I've lost phone service with my old provider because of the cancellation setup. Not only that but they told me that the rep never told me I would have a connection the next day - and told me I must have mis heard them. I asked to be transferred to cancel and I was put on hold for another half hour and got a really aggressive guy who told me not only would I not get a refund but that I would get charged a $25 restocking fee for the brand new box that they sent me which was still brand new in the package. These guys were a realization for me that my old ISP wasn't so bad after all at least having support options online instead of spending an hour on hold to try to resolve a problem. The reps are the same for both Internet and Telephone so there's no way they are keeping my Internet service - these wait times are awful and I never once received so much as the apology I was hoping for, had I gotten that I would have probably waited another week to see if they could have gotten the service working. Hey There!

I'm sorry to hear about the issues with your port over and would happy to investigate what happened.

Could you please open a support ticket so I may get your information? Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Please note that support is available online by either emailing Support@Teksavvy.com, or by visiting Help.Teksavvy.com.

If you have questions or you require assistance at all, please don't hesitate to let us know!

Regards,

Joseph
Rating:-1
Service: cable
City: Calgary,
AB

Sat, Jun 18,
2016

My review is for Teksavvy hosting; They've been hosting several sites of mine for years. I've had to use their tech support very sparingly over all this time. Recently, I had an issue with the server that was beyond my ability to deal with - Shawn, from hosting admin, not only fixed the issue, but upgraded my cpanel and got rid of a ton of garbage logs that were no longer needed, clearing up a couple of gigs of space. VERY happy! Thanks, Teksavvy! Hi There!

Thank you for your review.

I'm very happy to hear that you had a great experience with Shawn and that you are happy with your services.

If you have questions or you require assistance at all, please don't hesitate to let us know!

Regards,

Joseph
Rating:1
Service:
City:
ON

Wed, Jun 15,
2016

I emailed TekSavvy about this on June 7 and have never received a response. The crux of my complaint: As a snowbird I suspend my Internet services each year from early November to late April. Whenever I reinstate the service upon my return TekSavvy treats me -- and charges me -- like a new installation. Also this totally confuses the Rogers technician who comes prepared to wire a new service but is only required to reinstate the service via the computer in his van. Clearly Rogers is not charging TekSavvy for a new installation and I therefore feel that this charge is excessive and unfair.

Thank you.
Hello,

Thank you for your review. Regretfully we do not have a service vacation option at this time which is why a new installation procedure is followed and services are cancelled. Upon re-connection of your services the technician is a requirement to ensure the lines to the house are connected properly and to ensure that any filters required are provided. This fee that is associated is also a fee that is imposed on TekSavvy for all new connections whether it be first time sign up or reconnecting a previous service.

We apologize for the troubles and inconveniences in regards to our service activation procedures and value your loyalty.

Thank you,
-Martin
Rating:1
Service: dsl
City: Toronto,
ON

Tue, May 24,
2016

Very bad experience with them and I would not recommend their services!!!
- I got a DSL connection - 10MB/sec for $60/month but my internet was slower than dial-up.
- I always had problems with my connection and every time I was calling, I waited about an hour to get in touch with the technical support.
- I couldn't even load a facebook or a youtube page.
- I have changed two routers, thinking that this might be the problem. I have reinstalled my Windows, but the problem still persisted. I connected my laptop strait to the modem and.. same problem.
- They were always telling me that everything looks good in their system and they did not do anything else but tell me to reset my modem/router.
- I told them that I would like to upgrade to 15mb /sec and they wanted $25 for changing my speed.
- I have cancelled the service after 3 weeks.
- I decided to switch back to my previous internet provider which is a company who sells actually internet to these little companies and all is fine now and the price is the same.
I felt like I do not count for them. They didn't do anything to make me happy (and I am not talking about rebates or free upgrades, just customer support).
Hello there,

Sincerely sorry to hear that you had such a bad experience with us and that you have cancelled your service. Thank you for taking the time to provide us with your feedback.

We'd really appreciate it, if you would provide your account details here so that we can review your account for coaching opportunities. Please select CanadianISP from the "Submit a Request" drop down menu.

We look forward to your reply and thank you again for your time.

Respectfully,

TSI Sue
Rating:-1
Service: dsl
City: Montreal,
QC

Tue, May 17,
2016

Talking to customer support is useless if your bandwidth is being throttled. I have done everything they said to 'fix' my issues. Got my modem and router replaced, and had technician come over to look at things. They didnt find any problems. Since last March, I have been getting speeds close to 10-20Kbs. My plan is 10Mb. This only lasted about 1-2hrs a day last month, but recently the throttling lasts pretty much 24/7. My recommendation is to stay away because there will be nothing you can do to fix your speeds when they start throttling it. You cant fix the problem if customer support cant or the technician that goes to your house cant find one. Hi There,

Thank you for your review.

I'm sorry to hear about the issues you're seeing with your service and would happy to investigate your account to see we can have the service fixed, or possibly look at some other options.

Could you please open a support ticket so I can securely get your account info?

To open a support ticket click here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,

Joseph
Rating:-1
Service:
City: Mississauga,
ON

Mon, May 16,
2016

-30 min. wait for technical support.

-Ping time doubled, even though I was increasing the service speed 14 times. Tech support thought this double of ping time was still wonderful!
Hello there,

Thanks for your review. I am very sorry to hear about the connection troubles you've experienced.

If you are still having issues, please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

We would be happy to assist in getting this resolved once and for all!

Regards,
TSI-JoshB
Rating:-1
Service: dsl
City:
ON

Sun, May 08,
2016

paying $120 for the supposed 45/Mbps with no cap, however the consistency is horrible. When I use it in the morning around 10am-1pm, the speed provided is only around 15-20mbps. In the afternoon 3pm-7pm is basically unusable, unable to stream videos, unable to play ps4 online games (lags out every 10mins), then at night 9pm-2 or 3am, is just as bad as the late afternoons. This is about the only consistency that I get, of half the speed or less. Also when I use speedtest.net to check my speed, it always starts from 10mbps, then immediately jacks up to 30-40mbps, however in my usages experience, I've NEVER had a steady speed, nor the speed that I'm PAYING FOR! This is a rip off, just a complete rip-off! Still looking for a good ISP in Markham... Will find it soon and dump your non-tech savvy, throttling controlling, money grabbing hands,

Admin Merged two reviews

So all I got from teksavvy this time was a automatic response letter, requesting to perform my own diagnostics by resetting and providing information such as IP address, ping, upload/download speed, which all can be performed via your "technical" department. I will not do so, because that is not MY JOB. You are simply making this matter worse by your unattentive customer service. Now I'm very irritated. Send me a technician or not, I don't care anymore.
Good Morning,

Thank you for your feedback, sincerely sorry to hear you are experiencing such issues.

We want to make sure that you are getting the speeds that you are paying for.

Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu so that we can look into your account.

**Edit**
Sincerely sorry for the automated reply to the email you opened with us. The troubleshooting is required so that we can investigate your issue and send a ticket to the vendor if needed. The information we request is requested by the vendor if a ticket is required.

Please reply to the email you opened with us with your phone number and the best time for us to reach out to you.

We look forward to your reply.

Respectfully,
TSI-Sue
Rating:-1
Service: cable
City: Markham,
ON

Fri, Apr 29,
2016

Resonable Fees for both Cable Internet & VOIP Phone !
Swift responds from Customer Services!
Good Morning,

Thank you for your review.

We are very happy that you have had a great experience with us and that you are happy with your services.

If you have questions or you require assistance at all, please don't hesitate to let us know!

Have a fantastic weekend!

Respectfully,

TSI Sue
Rating:1
Service: cable
City: Toronto,
ON

Sun, Apr 17,
2016

In the last few months, I've been experiencing extremely low speeds as they're casually raising the prices for the same service. Where's this extra money going? Certainly not in keeping up the speeds or keeping up with the demand which they say is the reason for the increase in price. It's rare that I get the service I'm actually paying for. I'm talking 0.1 Mbps on speed tests. The results varies but more often fall below 1Mbps. I went through the whole unplugging, plugging, bit with them on the phone, eventually wrote up a ticket for a person to do something. What that something was I have no clue. I was at home when they gave the times for this checkup but I assumed maybe they did "work" outside and didn't need me to be home to show them something? No idea, but I received an email saying "Our vendor has completed testing on your account" after the assigned option dates.

It was an improvement from basically having no internet I guess, then it went back to useless internet speeds within a few weeks along with the price hike. Boo! Currently looking into Contact Internet Service. Prices are cheaper for more. But have to check if they have the same issues as Teksavvy.

Really unreliable. I don't know if at that day in that hour I'd be able to access the web at a speed that won't make me feel like I'm back in the 90's waiting for pages to load.

Hello There,

Thank you for your review.

I'm sorry to hear about the issues you're seeing with your service and would happy to investigate your account to see we can have the service fixed, or possibly look at some other options.

Could you please open a support ticket so I can securely get your account info?

To open a support ticket click the below link and select CanadianISP from the "Submit a Request" drop down menu.

https://help.teksavvy.com/hc/en-us/requests/new

Regards,

Joseph
Rating:-1
Service: cable
City: Toronto,
ON

Tue, Apr 12,
2016

It really, really pains me to write this. I am all for supporting independant ISPs that are not among Canada's insane telecomm establishment, but....

We have the 15Mbps down, 1Mbps up service. So, it's not the greatest. It's also not all that inexpensive - roughly 60 + tax, but the unlimited bandwidth and the satisfaction of not giving any money to Bell or Rogers is great.

Or would be great, if we ever managed to reach the advertised speed. I've had TekSavvy on a number of occasions - this is with respect to service at a family member's residence where I occasionally live.

Yesterday, the link was so slow that I couldn't even run speedtest. This is consistent with daytime internet use. Today, as of 4:03 PM EST, I am blessed to get a 3rd of the advertised speed. When it came back yesterday late at night, I couldn't even watch netflix in bandwidth conservation mode - yes, the blurry blobs that were supposedly be people still managed to lag out. I have better speeds on my cell phone at times which is from Wind (and no winner on internet speed either).

For the money, it is not good. Every time I have had Rogers, the speeds were rock solid and consistent. I resented every dollar I paid them, but at least the service worked. To be fair, I don't even bother calling them anymore - this has been a repeated and pretty consistent experience with them.

Now I am considering upgrading since I would like to do things like play games online without triple digit pings. So, I had a look at Teksavvy and Rogers offerings for cable. Interesting results:


TekSavvy Used to at least be cheaper - but when you consider that Rogers offers the same plan as they do for $5.00 more a month which includes modem rental (so if it breaks, you can get a new one), I am super hesitant to just try to upgrade the Teksavvy link considering how inconsistent and frustrating the speeds are. There are days I feel like I'm back on dial-up.

I'd still suggest considering supporting them to show independant ISPs it's worth doing business in Ontario / Canada, but only if you're not seriously attached to / a heavy user of the internet. The fluctuating performance will severely ruin your experience if you do any kind of gaming or like to binge watch Netflix in consistent HD.
Hello There,

Thank you for your review.

I'm sorry to hear about the issues you're seeing with your service and would happy to investigate your account to see we can have the service fixed, or possibly look at some other options.

Could you please open a support ticket so I can securely get your account info?

To open a support ticket click the below link and select CanadianISP from the "Submit a Request" drop down menu.

https://help.teksavvy.com/hc/en-us/requests/new

Regards,

Joseph
Rating:-1
Service: cable
City: Ottawa,
ON

Mon, Apr 11,
2016

I've been a happy customer for 5 years on their DSL service. A month ago my connection started dropping a few times a day. Connected with Bryan, who exceeded my expectations for courtesy, knowledge and thoroughness. It took a week for resolution (Bell installed a POTS splitter to replace my old line filters) but Bryan followed up for 4 more days before closing the ticket and refunding me for the period of impaired service. Hey there,

Thanks so much for taking the time to provide feedback on your experience. I'm glad to hear you had such positive experiences with the service itself, along with our support teams.

If we can be further asisstance, please let us know.

Regards,

Joseph
Rating:1
Service: dsl
City: Ottawa,
ON

Mon, Mar 21,
2016

I with teksavvy for 4 years now and i'm completely satisfied.

Only 2 outage in 48 months and for few hours only.

internet speed never goes down for any reason

Reasonable bandwitch and unlimited for some bucks..

oh a nice thing too, the bill are alwais at the same ammount each month. I don't have to check a look on the bill, i can take the phone and make my paiment without that, i know what i have to pay.

CON : It's a little bit expensive than bigger isp, for that price i could have 40 mbits instead of 15.

Hello,

Thank you for your kind words. Great to hear you are happy with the service!

If we can be of assistance at any time, do not hesitate to contact us here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,

Alan
Rating:1
Service: dsl
City: Drummondville,
QC

Wed, Mar 16,
2016

I signed up for DSL internet and VOIP phone service on Feb 27 2016. TS charged my credit card for an unauthorized amount. I repeatedly contacted TS that my service install was not proceeding as I had agrred to with their sales staff. After wasting a lot of time trying (unsuccessfully) to get them to install my service, I decided that I had enough and asked them to cancel it. They charged me $ 40 for the modem restocking fee despite that they had messed up my install. In generel I found them curteous but condescending to deal with and when things go wrong, they blame the customer and are inflexible in dealing with problems. They need to stop believing their company name and begin to be customer oriented Hello,

Thanks for your feedback.

We are sorry to hear that you had a poor Customer Service experience, and would like to look into it.

Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Include your account details, and we can follow-up from there.

Thank you.

Alan
Rating:-1
Service: dsl
City: Etobicoke on,
ON

Wed, Mar 02,
2016

Knowingly sold defective product (modem) with minimal warning, offered time-intensive and problematic incorrect solution with lower value. I signed up for TekSavvy's highest performance internet plan (100mb/s at $59.95/month) which was based on cable internet in October, 2015. I was sold a high-end modem that the company knew was defective based on forum conversations. The company posted warnings that customers may encounter brief interruptions in service, when in fact the modem caused complete interruptions in service for days, on multiple occasions. When I sought to cancel my service in February, 2016, at the time, the company had an alternative cable modem that had replaced the defective model. This may have been due to the fact that they allowed themselves to sell the units rather than then rent them to customers as they should have done. Rather than offer me the new modem in exchange for the defective model they sold me, they offered to switch my technology altogether so that I may be moved to a lesser plan, with far less value (50mb/s at $49.99/month +$5/month new technology 'dry loop' fee). Moreover, the transition process was very time intensive, requiring many trips to postal outlets at my own expense and hours for a new technician to come in and install the new technology, which took an entire evening. Throughout the process, customer service in general is very difficult to reach. Most often, you are unable to reach a customer service representative directly and require that they call you back, or that you call back at 2pm-5pm during the daytime as "they are currently experience a high volume of calls", which in fact appears to always be the case and a systematic issue altogether. In response to my troubles, I have been offered an "apology" and one month free service, which will be soon made up from an accounting perspective on their end within months. Hi there,

I'm very sorry to hear about your experience thus far with our services. This is definitely not how we want our customers to feel.

I would like to look into your situation a little further. If you could please submit a request here and select CanadianISP from the "Submit a Request" drop down menu, that'd be greatly appreciated.

Thank you,

Bryan
Rating:-1
Service: cable
City: Toronto,
ON

Tue, Mar 01,
2016

It's been great. Speed is consistent, price is reasonable. Service has always been top-notch. Hello,

Thank you for your kind words. Great to hear you are happy with the service!

Regards,

Alan
Rating:1
Service: cable
City: Toronto,
ON

Mon, Feb 08,
2016

I thought getting TekSavvy was going to be a pleasant experience after using them in the past and knowing many others who love them. Unfortunately, I cancelled my yet-to-be-setup internet after 5 attempts with 4 no shows to come hook it up. Blatant lies and uncommunicative customer service have completely made me look at the company differently. I was constantly reaching out to them finding out why nobody was coming to my house after 5 scheduled appointments. Why nobody was calling back like they promised. Why after 2 weeks from the day I called to schedule for our internet to be set up in a house that previously had Rogers cable, on the last day suddenly, we are "unserviceable." Technicians were a no show, some lied and said we weren't home and no CSR could give us a valid reason as to why we were not getting our service set up.


This was apparently escalated to supervisors and upper management, but that didn't change or help in the least bit. Still no answers, still lies and excuses.

I called Rogers that same day and was told I'd be set up in less than 24 hours. How am I suddenly serviceable from the very same company TekSavvy would have used the cable from?

Completely and utterly disappointed in how I was treated this last week.
Hello there,

We are sincerely sorry to hear of your recent experience.

We would like to look into your account to see what happened and why we weren't able to provide you service.

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

Once again, please accept our sincerest apologies for the way things went for your order. Once we receive your email we'll be able to locate your account and look into this.

We look forward to your reply, please let us know if you have any questions!

Respectfully,
TSI Sue
Rating:-1
Service: cable
City: Mississauga,
ON

Sat, Feb 06,
2016

Prices keep going up.
I started paying $ 26,99 and it was the same for a long time. Then, they sent me an email telling me prices were going up to 28,99. Yesterday, I received another email saying that starting March 2016, price will be 29,99. Of course, for the same package. The reason: "We have noted a significant increase in usage (capacity used) since the beginning of last year." Yeah, OK, I get that. So then charge the users who use more internet, not the ones who stay within the cap. You're ridiculous!
Internet package prices are globally going DOWN, because there are more companies offering it and more users, hence the competition. In Canada, prices are going UP!
Is it just me or we're getting ripped off?! And speeds are ridiculously slow and expensive to pay for. A real pain!
Hey there,

Thanks for your review!

First, I'd like to say I'm sorry that you decided to cancel and that we weren't able to provide the level of service you were seeking.

I wish that we were able to avoid increasing our rates, but as you noted this is due to an increase in usage. This is where it seems you may have misunderstood our reasoning. This isn't due to specific customers using more than others, this is due to the fact that entire households are being filled with "smart" devices. Smart TV's, media centres, thermostats, security systems, phones, computers, gaming consoles, you name an appliance and there is likely a "smart" version that uses the internet that's becoming or is popular enough to make a substantial difference in internet usage.

With these new devices all requiring internet, the cost of providing such services increases.

I can certainly understand where you're coming from when it comes to Canada's internet prices though. You're completely spot on that for the speed all ISP's are able to offer, the prices are quite high. We're hoping that with the recent developments in Fibre To The Premises services in Canada that this will be a thing of the past, though it may still be a couple of years.

I wish you the best of luck with your new provider.

Best regards,
Jon
Rating:-1
Service: dsl
City: Montreal,
QC

Fri, Feb 05,
2016

Based on the hundreds of other positive reviews, it's almost pointless to add another, TekSavvy does such a great job that to not mention them is borderline criminal.

Long story short, they're amazing. I mean that literally. I find myself shaking my head, jaw-dropped at how good their customer service and actual service offerings are. I just received an email saying my 15/15 DSL line would have to go from 35.99/mo to 37.99/mo.

I'd say, "Shut up and take my money!" except for two things: I wouldn't dare be so rude to TekSavvy when they've been so good to me, calling ME when there's the rare service outage to let me know, calling ME to tell me "you're paying too much for your current service, so we're reducing your rate" as actually happened in 2013.

Needless to say, I don't think any of the other guys would be able to produce even one example of a comparable level of service.

The other reason I wouldn't say Shut up and Take my Money to TekSavvy is because one of the other things they do is call Bell on their (descriptors redacted to stay "clean, professional and honest") business practices.

So don't shut up. Just keep talking and take my money.

Bottom line: TekSavvy has EARNED this ridiculously over the top praise, just like their larger competition has earned their not so lustrous reputation.
Hello there,

Thank you so much for your amazing review.

We appreciate your kind words and are extremely happy to hear your thoughts.

We love all our customers, they are family. We do everything we can to make sure you have a great experience with us.

We look forward to many years of keeping you happy and please if you need anything at all let us know.

Take care and have a fantastic weekend!

Respectfully,
TSI Sue
Rating:1
Service: dsl
City: Milton,
ON

Thu, Feb 04,
2016

Have been with them since June after kicking Bell to the curb after 9 years and have been a satisfied customer ever since.

Went from paying $108/month for POTS and 25 MBps Fibe DSL to $55/month for VOIP and 15/10 DSL.

Internet service is certainly as fast as with Bell, and, interestingly enough, a LOT less temperamental. With Bell there would be times that service degraded to a crawl (no heavy downloading, no torrents going on). Perhaps the Teksavvy modem handles our traffic better than Bell's or else Teksavvy provides better service anyway?

VOIP has its hiccoughs, but, that's VOIP for you anyway--I knew that VOIP would be nowhere near as reliable as POTS. We have at least four (if not six) functioning cell phones in the house so we're well supplied if there's ever a 911 emergency.

PS Bell's last-ditch attempt to keep me as a customer had them offer $90/month, but, of course, that would be subject to a slew of price increases within a month or two and then I'd have to waste an hour on the phone in half a year getting another discount.

I felt compelled to write this review after seeing the plethora of _unreasonable_ reviews about Teksavvy posted here--people don't seem to understand that Teksavvy operates on razor thin margins so when their costs go up it means those costs have to be passed on to consumers. While Bell can afford to give customers "special deals" so they can feel special (because they gouge so many of their customers), a provider like Teksavvy can't.
Hello there,

Thank you for taking the time to post your review!

Saving money never felt so good. $108 to $55/month = Big savings!
We are pleased to hear that you are receiving great DSL service. VOIP is certainly different from traditional phone service.

Voip still wins in my book, if you have TekTalk premium, you have full control over how your phone service operates. You can block numbers, prompt unknown numbers to state their name before the phone even rings.(helps keep scammers away). You can get email notifications when someone leaves a voicemail.
All that and more can be configured here: https://tektalk.teksavvy.com/portal/​​

Many things that POTS cannot offer.

We appreciate you posting your positive review. I understand that the previous reviews don't seem very positive. We do what we can with what we have and we thank you for understanding that!

Feel free to reach out to us if you have any questions. You can do so by either calling us at 1-877-779-1575 or ​by submitting a request HERE selecting CanadianISP from the "Submit a Request" drop down menu.

Thanks again for your kind review!
Have a great day.
TSI Shawn S
Rating:1
Service: drydsl
City: Toronto,
ON

Thu, Feb 04,
2016

Speed test from Ookla: 14 Mbps down, 10.66 Mbps up at 10 PM in Toronto. Nothing to sneeze at :). Hello There!

Thank you for your speed test result!
If you have the 15/10 service I'd say you are getting the correct speeds!

If you require any assistance please feel free to submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
TSI Shawn S
Rating:Comment
Service: drydsl
City: Toronto,
ON

Wed, Jan 27,
2016

I joined teksavvy a little over two years ago, selecting the 18mbps download and 400 GB cap for 39.95/month. Within a year, they raised the price to $44.95 and then just last month, they raised the price again to $47.95 for the same plan. That's an extra $100 a year with tax for the same plan within the span of 2 years. When I called for an explanation, they said I could get 30 Mpbs download for $47.95, but they would reduce my cap to 150 GB. Of course, they did not inform me of this new plan (with a reduced cap) for the same price, but I had to call... and have them to explain to me how they were gauging me. Hello,

Thank you for your review.

The recent changes to the pricing of our plans were caused by an increased in costs to us to provide the service. Unfortunately these cost cannot be absorbed and must be passed on to our customers. As you've mentioned you do have the option of moving to one of our new plans.

Please note that we do not up sell our customers while informing customers of price changes for many reasons such as equipment compatibility.

If you have any questions or concerns, please let us know by either replying to this message or giving us a call at 1-877-779-1575.

Thank you,

Joseph
Rating:-1
Service: cable
City:
ON

Wed, Jan 20,
2016

I have been enjoying home cable internet and digital home phone (Tek Talk) services by TekSavvy for the past three months (since Nov/'15). And it has been wonderful. Their friendly staff and tech support are very helpful in answering all my questions and also with the switching from Telus and the setting up of phone adapter and cable modem. Now I have the service I want at the price I can live with. I have nothing but praises for their customer service and technical support staff. Very happy with TekSavvy. Keep up the excellence. Hello,

Thanks for your kind words. Glad to hear you have had positive experiences with the service itself, along with our support teams.

It is feedback from customers like yourself that inspires us to do our best every day.

Regards,

Alan
Rating:1
Service: cable
City: Vancouver,
BC

Sun, Jan 17,
2016

Had had multiple recurring interruptions over the course of several months, they couldn't do anything, dragging me through tiresome plugging/unplugging procedures over and over again (there was nothing wrong with the modem). Many times they would say this is due to Bell infrastructure, but makes little difference to me who's the one to blame in all this mess. This is a comment only, since I have no idea how other ISPs perform and think this should be on a comparative basis. Hey there,

Thanks so much for taking the time to provide feedback on your experience with us.

I am genuinely sorry to hear that the troubleshooting you needed to complete didn't end in the resolution we were all hoping for.

I wish you the best of luck with your future service provider.

Regards,
Jon
Rating:Comment
Service: dsl
City: Lasalle,
QC

Thu, Jan 07,
2016

When it works, its ok, but heaven you help if you have a problem! Useless teck support, and if the script they read doesn't resolve it, they threaten to charge $90 to look at it further.

I have been a customer for 2 or 3 years, fair reliability.

If you have a problem, they can't troubleshoot because they lease lines. Its easier to pull teeth than it is to get them to check their own equipment, (the scripted response is the only response).

Good by Teksavvy



Hi there,

Thanks for your feedback! I'm very sorry to hear about the connection troubles you've been experiencing and would love to take a look!

Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu, and we can get started!

Thanks,
TSI-JoshB
Rating:-1
Service: drydsl
City: Vancouver,
BC

Fri, Jan 01,
2016

I have TekSavvy's wireless internet service (Airnet) delivered to my rural address. Several days ago (Dec 26th) we began experiencing an outage. Short outages have not been uncommon so we waited until the 27th to contact the company.
We called tech support and were told that they were unable to assist us that day but that they would be in contact us within 24h to begin resolving our issue. Their 24h window they gave us came and went without contact, so on the 29th we again contacted tech support. Again we were told that nothing could be done that moment but we would be contacted within 24h. And once again their 24h window passed with no contact from them.
Today we yet again contacted them for help and were given the same story, that they could do nothing and that they would contact is within 24 hours. There is no doubt in my mind that they will again fail to return our call and that our service issue will remain unresolved for an extended period of time.
At this point we are extremely dissatisfied with the service provided by TekSavvy, and very frustrated with their treatment of us as paying customers.
Hello there,

Thank you for providing your feedback. I'm very sorry to hear the way things have gone for you this past week. If you could please submit a request here and select CanadianISP from the "Submit a Request" drop down menu we'd be happy to have a look at your account and ensure everything is proceeding as it should for you.

Thank you,
Keith
Rating:-1
Service: wir
City: Chatham-kent,
ON

Wed, Dec 30,
2015

A friend of mine had been with Teksavvy for years, without any issues. I convinced her to switch the Bell landline to TekTalk but that is were the problems started. The TekTalk was constantly dropping, so we worked for hours with the Teksavvy support staff to try and get it working. After replacing the DSL modem twice her phone now works but calls are constantly dropped. The technician said the issues are due to noise on the Bell line, and that the best solution was to switch to cable.

The issue that I have is that she has had pay to replace the modem twice and now they want her to buy a cable modem and pay for the switch from DSL to cable, when the issue is with the DSL provider. They should be getting Bell to fix the problem or cover ALL the costs for the switch to cable.
Hello there,

Thank you for your review!

I'm sorry to see all the issues that your friend has gone through. We would be happy to see what can be done for her. Are you able to refer her to submit a request? Simply have her submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to finding a solution that best fits the situation.

Regards.
TSI Shawn S
Rating:Comment
Service: drydsl
City: Toronto,
ON

Mon, Dec 28,
2015

I transferred from Shaw to Teksavvy because Shaw called me and complained that I was exceeding my 300 GB cap on a regular basis. I asked what their unlimited plan cost but they didn't have one and said they don't enforce their caps but wanted me to stop streaming HD Netflix. Their only option was to increase my $70 service to $125 to increase the cap...told them no way and they threatened to suspend my service so I said I'd go find someone else. That's when I learned Teksavvy used the same Shaw network but provided a 30 Mbps (rather than Shaw's 25 Mbps) with no cap for $50. No brainer! The problem with Teksavvy is that they rely fully on Shaw's network to provide their service and Shaw makes it as difficult on them and their customers as possible. The CRTC requires Shaw to share their network with third parties so Shaw tries to make it as difficult as possible for this transition. The first day everything runs slowly as they need 24 hours to move to their network...something they really need to describe to new subscribers! Then it was fast but within a day it slowed down and found I had to reboot the modem to get the speeds back. Teksavvy then had to submit a ticket to Shaw to look for a problem...that process is RIDICULOUS...and set up by Shaw. Once you get through that process, Shaw seems to remove the troublemaking filter they originally had on my modem. I've talked to two others who had exactly the same complaint. So if you can get over this hump, the service is good. I'm getting 32 Mbps down and about 5-6 Mbps up. And the download speeds are sustained at about 3.5 MB/s, unlike Shaw who bursts to over 2 MB/s on a download initially but drops down to 2.1 MB/s sustained. Teksavvy provides a much better service despite all of Shaw's efforts to sabotage them! Recommended! Hello There,

Thank you for your review!

It is always a breath of fresh air when you can be offered an actual unlimited package at a pretty good price.

We agree with you that our troubleshooting process is a bit lengthy, but we are required to complete full troubleshooting prior to opening any repair ticket.

I'm glad that the majority of your experience is positive! If you have any other questions please feel free to either submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu or call an agent at 1-877-779-1575.

Thank you,
TSI Shawn S
Rating:1
Service: cable
City: Devon,
AB

Tue, Dec 08,
2015

I've been a happy customer for over 5 years with Teksavvy, great support and customer service. Then I decided to ask the company to see what's involved in upgrading from my current DSL to cable that's when things went sour . I am willing to pay for a new modem, pay the extra monthly fee for Cable and yet they still want to charge me for activation of $65. really??? Hello,

Thanks for your review. We appreciate hearing from long time dedicated customers like yourself!

Unfortunately, as service activation or change fees are passed through from our vendors we are often unable to waive them.

Kindly open a service request by clicking here and selecting CanadianISP from the "Submit a Request" drop down menu. If you include your account details, we can review and check for any other opportunities to help with the cost of changing over.

Regards,

TSI Alan
Rating:-1
Service: dsl
City: Stittsville,
ON

Fri, Dec 04,
2015

I have switched over from Bell DSL service to Teksavvy DSL 6 in 2010. Since then have not had any real problems. I once had a problem with my modem (not from Teksavvy) and a technician helped me solve the problem very efficiently. I certainly would recommend their DSL service based on my experience over the last 5 years. One issue I didn't like: when new rates were introduced and I called them to ask if I could switch from my High Speed DSL 6 400GB to the faster High Speed DSL 7-QC (same price for 400GB but faster!) I was told I would be charged 50$ for the transfer. I found this very unfair considering I am a long-term customer. This aside: Yesterday I finally started the process to get rid of my Bell landline phone service and switch to TekTalk. I first had problems contacting customer service as I was in long waiting lines, first on the phone and then on chat. I persevered and yesterday reached a chat person who patiently replied to all my questions in a competent way. He then had a sales person call me to take my order. The sales person, however, seemed to not really know what he was selling. I was on the phone for more than 60! minutes just to fill out the form. I had checked out the form on their online site some days ago so I knew what info they needed. (Filling out the form online takes about 15 minutes). The person kept me waiting for long times to get whatever info. In his defense though I must say that he was always very polite and apologized for the long delays. He did not seem much informed though. Whenever he had to fill in something he had to put me on delay and (I guess) ask someone. When we had finished filling in the form and discussing dates for switching I asked about the technician who would install my dryloop. He thought I didn't need one but when I insisted that I did he inquired and then agreed and arranged for this part of the deal. So there was a big difference here between the knowledgeable customer service person and the sales person. I am now waiting for the dry loop technician date and the switch procedure. I will report to the community again how this went. All in all: I am a satisfied customer concerning my 5 years experience with Teksavvy DSL. I will provide a follow-up on my TekTalk installation and experience. Hello there!

We appreciate you taking the time to write a review.

We would like to also thank you for being a loyal customer!

When going from Wet loop to Dry loop and changing speed, the way we have to process the order is different. Our agents have the knowledge to complete the order, however specifically this type takes a little longer to go through as there are specific steps that need to be followed so that the order processes correctly.

Each order needs to be placed separately, One for the new DSL 7 Dry loop, and the other, the TekTalk order. We then have to link the orders together so that they appear on the same account.

For more information on the Speed change fees for DSL Click Here

With DSL, there are three technologies that exist.
First one is ADSL (DSL 6)
Second one is ADSL2+ (DSL 7/1 through 15/1)
Third one is VDSL (DSL 15/10 through 50/10)

To upgrade from each technology is $50. To upgrade within the same technology is $25. e.g (ADSL2+ 7/1 to ADSL2+ 10/1)

To downgrade from any speed, above DSL 6, is $25.

I am happy to read that your experience is still largely positive.

If you have any other questions please feel free to submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Warm regards,
TSI Shawn S
Rating:1
Service: dsl
City: Montreal,
QC

Fri, Nov 27,
2015

I have been a Teksavvy customer for the past six years, the service is A+ all the way. The only reason I would switch is that some sites use my IP for geolocation, I live near Montreal but they always think I'm in Toronto. Apart from that it's all good. Hello there,

Thank you for your review. We are very happy to hear that you are happy with your service and we do thank you for your patronage.

We do understand the frustration with the IP geolocations. They do update the locations but it takes time for them to update them.

If you have further questions or you require further assistance, please don't hesitate to let us know!

Have a great weekend!

Respectfully,

TSI Sue
Rating:1
Service: drydsl
City: St-jean-sur-richelieu,
QC

Mon, Nov 16,
2015

Teksavvy failed to activate my dsl connection. Two visits by Bell technicians and three modems by two different companies and still I have no service. Four service calls with technicians who failed to listen to the information I provided them, which was that the Bell technicians had checked both the in unit jack and the dmarc, that the Bell technician's modem worked on my computer, that there is absolutely no issue with the wiring or jacks, was ignored. Only one teksavvy representative seemed to be open to the idea that t might have been a fault on teksavvy's end, whilst another was downright rude and condescending. Their only solution was to have me pay for another visit from a bell technician. Horrible experience and incompetent service. Hello,

Thank you for writing this review.

We do understand how frustrating an issue like this can be. We would really like the opportunity to look into this for you. If you could please submit a request here and select CanadianISP from the "Submit a Request" drop down menu, we would be happy to follow up!

Regards,

Joseph
Rating:-1
Service: drydsl
City: Toronto,
ON

Mon, Nov 16,
2015

I was Teksavvy customer two times and won’t be never again, from beginning I liked their flexibility and prices but in reality everything is not so clean. I had a really bad support regarding my situation and also they always increase internet price, this was the reason that I disconnected first time and I didn’t learn from my mistake and connected second time but after service disconnection and problems that they create I disconnected from them completely and I checked from last email they are increasing prices once again.
So you are not signing any contract it sound’s really good you can use your modem it’s even better, BUT, BUT, BUT not signing the contract let them increase prices whenever they want you can’t do anything with it, bringing your modem can’t ensure that it will work with their service even if their technical support will confirm that it will work, but you already payed for connection.
Hello there,

We appreciate you taking the time to submit your feedback. I can assure you that we do take all feedback seriously.
I'm really sorry to hear about your frustrating experience. Not once, but twice.
I would definitely like to hear your full story, investigate your account and find out what went wrong.

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.

Again, I do apologize for the frustrating experience.

Best regards,

TSI-Chris
Rating:-1
Service: cable
City: Montreal,
QC

Sun, Nov 08,
2015

I was a bell DSL subscriber for 3 years. I was getting 5mbps download with Bell and 90 GB per month download limit for approx. $75 taxes in. I switched to Teksavvy for unlimited download at 6mbps for $50.84 taxes in. Rated speeds are consistent at 5-5.5 mbps with online rating tools. Very happy with service. I watch Netflix on 1080P, play PS4, and game on my PC (starcraft 2 & Payday 2). I use wifi provided by teksavvy router (SmartRG SR505N Wireless). Fantastic performance, no buffering issues with Netflix. Only slowdown would be if I try to use PC gaming and Netflix at same time- Netflix runs fine in HD but some PC games take longer to get into lobbies or rarely disconnects. 100% for ps4 no lag issues. As for service complaints I've read about teksavvy? People smarten up- Teksavvy lets you list your phone number and they will call you back without you losing your spot in line. Sure if you wait on hold it could be 45 mins, but when you enter your info they ALWAYS call you back. Nice that they're based out of Chatham, and that you can expect a tech named Ryan, or Karen, or Jim, vs Sandar, Turbjeet, or Abnar from Bell customer service. Techs are all top notch and they don't seem to follow a script like bell techs did.

*SUMMARY* 6mbps unlimited download is fantastic for a single user who watches HD Netflix and games ALL the time.
Hello there,

Thank you so much for your review! We are extremely happy to hear that you are happy with your service and you took the time to post!

If you have further questions or you require further assistance, please don't hesitate to let us know!

Have a fantastic day!

Respectfully,
TSI Sue

Rating:1
Service: drydsl
City: Milton,
ON

Tue, Nov 03,
2015

Have been a customer for a few years. Service is decent. Have had a couple of issues over the years and resolved without too much hassle. Disappointed of late with their service. Twice in the past year they have increased the cost of my package and when I went to their site, found that my package wasn't even offered any more. I decided to do a price comparison with competitors with the latest price increase and have found other options with better speeds for less money. Will be moving on. Hello there,

Thank you for taking the time to post your review,

Due to the CRTC mandated CBB rates, TekSavvy had to impose an increase in price in certain areas. This is not something we enjoy doing.

We are constantly working with the CRTC in hopes of lowering our mandated CBB rates.

Thanks again for your feedback!
Warm regards
Shawn S
Rating:0
Service: cable
City: Toronto,
ON

Thu, Oct 29,
2015

As per the classical Star Wars line; "This deal is getting worse all the time!"

They have started throttling (but you can pay an extra 5$, IF YOU ARE CAPPED, to not be throttled. How kind. No such luck for unlimited plans.)

Price keeps being raised every few months.
Hello,

Thank you for your review.

To clarify, Our SIR’s measures do not involve the usage of rate-limiting or speed-caps (AKA Throttling). Instead, SIR de-prioritizes the non-real-time data of our heaviest users for the current usage day.

For example, if you were one of the heaviest users for the day and the network became congested in your area and you were downloading files while your neighbour was trying to make a VoIP call, your downloads would receive lower priority than your neighbour’s VoIP call and could appear to slow down. Your real-time traffic (such as your own VoIP call) would not be affected though. Once the congestion has cleared, your non-real-time data would return to its regular priority.

If you have any questions or concerns, please let us know by either replying to this message or giving us a call at 1-877-779-1575.

Thank you,

Joseph
Rating:-1
Service: cable
City: Longueuil,
QC

Thu, Oct 29,
2015

I was paying too much for phone and DSL with Bell and I was looking for a cost effective alternative. During my research Teksavvy, looked to be well-reviewed with good result. I made decision cautiously, I had been a Bell customer for most my adult life with no compliant of service.
My Teksavvy experience has been absolutely positive. I dropped Bell for Teksavvy VOIP and DSL. Speeds are as promised. Teksavvy customer service is great. Speeds are as advertised.
Hello,

Thank you for your kind words.

It's great to hear you have had positive experiences with your TekSavvy service. It is feedback from customers like yourself that inspires us to do our very best every day.

If you need our assistance at any time, do not hesitate to reach out to us at 1-877-779-1575 or by clicking here.

Have a great weekend!

Regards,

Joseph
Rating:1
Service:
City: Milton,
ON

Thu, Oct 29,
2015

Since subscribing to TekkSaavy, There has been two.price hikes in less than a year with no further notice. For this reason I will never reccommend Teksaavy to anyone. Hello there,

Thank you for your review,
Your feedback is always appreciated!

Due to the CRTC mandated CBB rates, TekSavvy had to increase the price in certain areas. This is not something we want to do or enjoy doing.

We are constantly working with the CRTC in hopes of lowering our mandated CBB rates.

Thanks again for your feedback!
Warm regards
Shawn S
Rating:-1
Service: dsl
City: Ste-therese,
QC

Mon, Oct 19,
2015

VERY patient tech service resolved TekTalk issues satisfactorily. Issues were addressed promptly, professionally and due to their technical nature required testing on my part. PATIENCE is required!!! Service is superior to Bell. I recommend TekSavvy. Hey there,

Thanks so much for taking the time to share your feedback here. I'm glad to hear the tech was able to see you through resolution of your issue.

We're always here should you need us.

Take care,
Keith
Rating:1
Service: drydsl
City: North york,
ON

Mon, Oct 05,
2015

Beware of TekSavvy.

I opened a ticket since June 17, 2015 about hitting between 1.5- 5 Mbps on their Cable 25 plan.

After following their technical testing and reporting, I was told that "At this time we are aware of an issue with a router in your area which has some congestion on it during peak times. This issue is being resolved and as soon as we have a resolution we will advise." on June 22, 2015.

I followed-up on August 7, 2015 with compensation and follow-up and was told that:

"At this time we do not have an estimated time of resolution for the issue. The connections in the area have reached maximum capacity. To resolve new equipment must be built and installed in conjunction with the local cable provider.

Compensation will be determined by senior management once the issue is confirmed resolved."

In summary:

- The ticket from June 17, 2015 is still opened with no resolution as of October 5, 2015.
- The advertised speed does not match what is provided.
- No compensation was ever provided or discount applied for slower internet speeds.
Hi there,

Thank you for sharing your review.

We do understand how frustrating an issue like this can be. We would really like the opportunity to look into this for you. If you could please submit a request here and select CanadianISP from the "Submit a Request" drop down menu, we would be happy to follow up!

Respectfully,

Sue
Rating:-1
Service: cable
City: Calgary,
AB

Thu, Oct 01,
2015

After being a happy Teksavvy customer for the last 5 or so years, yesterday it came to my attention that I am paying more for slower network speeds. They actually offer a faster connection speed to my area for a lower price. So I of course requested online to change my service package.

I then got a phone call that night saying that if I wanted this package change, that I would have to pay a $50 service fee to change my package. I have never made a change to my package in the entire time I have been with Teksavvy. Their internet prices no longer are cheaper than other places like Rogers or Bell. This has left me shopping around for another internet provider, this is a joke charging people money like this to make a package change.
Hello there,

Thank you for writing this review.

I am very sorry for the frustrating experience you've had. We would very much like the opportunity to look into this for you. If you could please submit a request here and select CanadianISP from the "Submit a Request" drop down menu, we would be happy to take a look at this with you!

Regards,
TSI-JoshB
Rating:-1
Service: drydsl
City: Kanata,
ON

Tue, Sep 22,
2015

I have purchased a Zyxel modem and a 25 Mb/s DSL service from them a few months ago but the average bandwith I get is less than 50% from what I pay for. I also experience complete disconnects from the Internet.
It took several attempted calls before I got to talk a customer support person but only after waiting for half an hour, just to get useless advice.
Hi there,

Thanks so much for writing this review. We very much want to get this problem resolved for you. If you please submit a request with your account information by clicking here and selecting CanadianISP from the "Submit a Support Request" drop down menu, we will seriously look into your issue and follow it to its resolution. If there are any other concerns or questions, please do include them in your request. We look forward to hearing from you.

Sincerely,
Riz
Rating:-1
Service: drydsl
City: Coquitlam,
BC

Fri, Sep 18,
2015

I've been with Teksavvy for a couple of years, and I was happy with them until speeds started dropping, at times to about 20% of the advertised level. When I called their support line about the issue, I was told I'd have to agree to a $100 service charge to get the issue looked into.

I'm absolutely not going to pay Teksavvy a service fee just to get what was I promised when signing up.

Currently shopping for a better provider.
Hello there,

Thanks for writing this review. It brings to light a possible miscommunication between our Technical Support department and yourself. If we troubleshoot your issue and are not able to resolve it and proceed to a vendor ticket, agreement must be obtained from you for a charge that may apply if and only if the vendor is able to prove the issue was not found to be on their network. This charge is in no way for us to have the issue looked into by our vendor; that never costs you anything.

Regardless, please do submit a request with your account details by clicking here and selecting CanadianISP from the "Submit a Support Request" drop down menu. We want to be able to look into your account to see what we can offer you towards a solution.

Please also let us know if you have any other questions or concerns in that support request.

Thank you,
Riz
Rating:-1
Service: drydsl
City: Surrey,
BC

Thu, Sep 17,
2015

The wait times when you call, the inconsistent information provide (or not provided with all the information that you require to understand what you're inquiring about and the number of times you have to verify your information when you call and speak to someone and then passed to another person are all things bad with Tessa you and can be improved drastically.

On average, I have had to wait 20 minutes every time I call Teksavvy. I also have to enter my phone number just for someone to ask me to verify it along with other information. If I am passed to a different area, they ask again to confirm my information.

Even though I do not call support often, when I do it is never smooth and quick. I suggested some improvements to the person I spoke to and it seems they have been told Teksavvy is perfect because they said no improvements can be made.

wow. They will not my "concerns" in the ticket that no one will ever see nor will I ever see.

A real perfect organization that has no room for improvement.
Hello,

We appreciate you taking the time to write your review. I can assure you that we take all feedback seriously. We're always looking at making improvements to our verification protocols, to cut down on redundancy, and always to look at reducing wait times, but can be difficult in the busiest time of the year like now.

Customers also always have alternate means of communicating with TekSavvy, such as using our Help Center. You are always free to submit a request by clicking here where you would only need to verify your account once, so it's saved in the help center. Then, all future requests that come in won't start with us asking you to verify.

If you have any other questions please don't hesitate to let us know by creating a request using the link above, by emailing support@teksavvy.com or calling 1-877-779-1575.

Regards,
Riz
Rating:Comment
Service: cable
City: Toronto,
ON

Tue, Sep 08,
2015

Very dissatisfied with TekSavvy.

I’ve had both Shaw Cable and Telus DSL in the past, with no issues at all. But, due to the price, I tried TekSavvy sCable (25) for the last year or so (starting May 2014).

Right from the start I experienced slow speeds. I spoke to technicians a few times, who provided a long list of troubleshooting techniques not entirely helpful. Their standard response is to; 1. Blame your router, and 2. Blame Shaw. First, my setup is fine. And as for Shaw, I don’t have Shaw, I have Teksavvy, I don’t care that TekSavvy runs through their network – that’s their problem. TekSavvy needs to work on their business relationship with their vendors rather than constantly blaming them. If their network cannot provide consistently advertised speeds then I shouldn’t be paying the advertised rate.

I found TekSavvy speeds to be, at absolute best, 6-10Mbps (typically more like 3-6Mbps). I’ve ran automated tests for days (http://testmy.net/) and rarely seen anything higher. However, I could live with it for $40/m. The problem is consistency. Sure, it’s 6Mbps to YouTube, Google, and Microsoft servers. But once you try to stream video or download a file from a more obscure site (IGN, IPTV servers, Ring.com) 1Mbps is barely attainable and the service seems comparable to dial-up. I don’t know if it’s to do with congestion or just very un-optimized routing on their part but I have never had these issues with Shaw or Telus. I’ve compared streaming the same video from my Bell/Telus 4G phone. No problem on the Bell/Telus network, unusable with TekkSavvy.

So I finally canceled. Going to try Lightspeed DSL, see if it’s any better.

I thought my problems would be over when I cancelled. But I guess a routine task is challenging for TekSavvy. I asked to cancel about 30 days from the call, giving them the required notice. However, I was cut off the next day. Guess who they blamed? Shaw! Again, I don’t have Shaw, I don’t want to hear their name. I didn’t have Internet for a week. Seems that TekSavvy can turn your service off in under 24hours but turning it back on requires a small project team.

TLDR; Do NOT purchase TekSavvy Cable – at least in Calgary.
Hello,

Thank You for your feedback.
We apologise for the frustrating experience. If you would like us to investigate this matter further, please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.


Best Regards,
TSI Milissa
Rating:-1
Service: cable
City: Calgary,
AB

Mon, Aug 31,
2015

I finally decided to switch ISP from Bell to Teksavvy, due to their low prices and recommendations from friends. What a mistake. Teksavvy has ruined my summer.

I had DSL and digital phone installed August 1, and had problems from day 1. So far a total of 6 Bell techs have visited my home trying to get stable service. Finally after changing the entire line all the way to the jack, I have stable download speeds. However, now the upload speed is so slow that it affects my digital phone line, and Teksavvy wants to send another technician.

Every time a service ticket is sent I have to agree to absorb a "potential" fee of $87.70 if Bell finds nothing wrong. Since there is nothing I have done or changed in my home that could affect DSL service, I find it preposterous that I should have to agree to pay any fee associated with providing DSL service to my home.

I have spent HOURS on the phone with Teksavvy trying to troubleshoot the issue. Every time I call I get a new person who has to review my extensive file. This caused me to go way over my cellular minutes because my digital phone wasn't working since it relies on an internet connection.

The only thing to their credit is that one Teksavvy account manager offered to credit me for downtime for 17 days, and one month free internet. But that was only after I pushed them to escalate the matter. Also, a brand new customer should not have to push to have their issue escalated! If I wanted customer service like that I would have stayed with Bell. Also, that will not cover my cell phone bill, and cannot replace the hours of time I've had to spend away from my family, on my vacation on this issue. Also, that credit will also have to be reviewed since I have only had stable internet (download at least) since the last Bell tech came on August 28th.

I had DSL service with Bell for 6 years with the exact same internal home wiring and no problems. I have been ridiculously patient, but there is no way that it should take over a month to figure out how to provide DSL internet service.

Hello there,

Thanks so much for your review!

I'd like to genuinely apologize for this situation. Although it is true there is the potential for the $87.70 charge, this does not mean that you are paying that fee for each visit. This fee is charged by our vendor in the event that they come out and find the issue to be with your equipment or inside wiring. Our troubleshooting helps eliminate the likelihood of the issue stemming from your side.

In regards to us wanting to send another technician despite the issue being resolved, it's hard to imagine why this would be necessary, but it is possible that something wasn't done properly that we can see on our side that isn't affecting you right now. A perfect example is the RCO value of your line statistics. If this value is above 90%, it can cause a whole array of issues, but the service could also stay rock solid. A DSL connection with an RCO above 90% not having any issues is not common. Generally speaking a high RCO will prompt us to want to send a technician because we know that it is likely to cause issues.

At any rate, we require your permission to open a ticket with the vendor, so if you feel the issue is fixed and would like to leave it as it is, that is completely fine and we will respect your decision.

In regards to your credit, this is something we would need account information for, but if everything on the account reflects you are due more credit, I would be happy to apply it for you.

Please open a ticket with us by clicking here and select Canadian ISP from the drop down menu.

If you have any other questions or concerns, please be sure to get back to us.

Best regards,
Jon
Rating:-1
Service: dsl
City: Etobicoke,
ON

Sat, Aug 15,
2015

Very fast, affordable, and customer service is very good... I can't speak for others complaining, but my one issue stemmed from an old Rogers line (not Teksavvy fault), and Teksavvy bent over backwards to find the issue, then get Rogers (their line, they fix, out of TekSavvy's hands) to come out and remedy the issue...
I really wish everyone would at least give these guys a shot, its the only way to bring Internet prices down in Canada.
Hi there!

Thank you so much for your kind words! We certainly appreciate it!

As always, if you have any other questions or concerns, by all means, just let us know!

Thanks again for taking time out of your day to leave us this review!

Enjoy the rest of your weekend!



Regards,
TSI Joe-C
Rating:1
Service: cable
City: Toronto,
ON

Sat, Aug 15,
2015

i have been with teksavvy for over two years. very reliable service. no hidden fees or gimmick.very helpful and polite customer service. i hope everyone get the same service i am getting. thank you Teksavvy from the bottom of my heart. Hello,

Thank you for your kind words.

It's great to hear you have had positive experiences with your TekSavvy service. It is feedback from customers like yourself that inspires us to do our very best every day.

If you need our assistance at any time, do not hesitate to reach out to us at 1-877-779-1575 or by clicking here.

Have a great weekend!

Regards,
Alan
Rating:1
Service: cable
City: Windsor,
ON

Wed, Aug 12,
2015

Very disappointed after multiple attempts at contacting tech/service department.

In short, my internet connection is intermittent, and after extensive troubleshooting with tech support, the issue appears to be on the Bell line. My problem is Teksavvy want to pass on the 87$ "DMC" charge to me if Bell can't find the problem.

It's pretty clear the problem is upstream of the demarcation box that I accessed during one of my multiple calls to tech support. If Bell can't find the problem, I get charged 87$ and still have no reliable internet.

I spoke to customer support about switching to cable because of this issue, (maybe TSI's hands are tied by Bell on this... I can work on another solution). TSI were surprisingly unhelpful. Switching to Cable involves a significant upfront expense (activation, equipment, first month, VOIP adapter) with a service provider with which I'm not presently thrilled. Despite this, TSI offered very a token discount, and actually lowered the discount after it had been explicitly stated.

Finally, sales and tech support point the finger at each other, each saying that it's up to the other to address my problem -- then I have to explain the situation to the next person (no handover of the active issue).

I've previously had overall good experiences with TSI for over seven years, but this DMC issue last came up 2 years ago and was a real pain. I don't want to go through it again.

The "big two" have their drawbacks, but they don't ding you with a DMC when the problem is clearly on their end, and they work harder when a customer is having a poor quality experience.
Hi there!

First, off I'm terribly sorry that you've been given the run-around on getting your issue resolved. Be advised, however, the potential DMC charge is more of a deterrant for skipping through the troubleshooting. It basically ensures that we've tested absolutely everything on your end before forwarding your concerns to our vendor. I can understand how this can be cumbersome in a sense, but it's strictly to weed out smaller issues that may be affecting the connection. IF we've gone through everything, and the issue still persists, then it may be safe to say that a ticket would be our only option.


We'll ask that you please open a service request by clicking here and select CanadianISP from the "Submit a Support Request" drop down menu. Once this is opened, we can discuss our options further and go from there.

As always, if you have any further questions or concerns, by all means, please let us know!

Thanks again for taking the time to leave us this review! Have a great day!

Regards,
TSI Joe-C
Rating:-1
Service: dsl
City: Toronto

Sat, Aug 01,
2015

As a new customer with TekSavvy, my sister has been waiting 17 days past the initially arranged installation date and still has no internet service. No one can adequately explain the delay and no effort appears to be taken by TekSavvy to expedite this installation. I am helping my sister get connected with her first computer at 50 years of age and her long-standing fear of technology has been aggravated and exacerbated by this this experience. I am abgry and disappointed that after years of encouraging her to get a computer on internet she now regrets buying the PC. Bundled software on her machine has stopped working due to lack of internet activation as day-by-day her warranty runs out. Shame on TekSavvy for not ensuring that their customers are taken care of. Hello,

Thank you for writing this review. This kind of situation is by no means what we want our customer to have to deal with. We can assure you that if you submit a request with the account details by clicking here and selecting CanadianISP from the "Submit a Support Request" drop down menu, this case will be looked into with the utmost priority. If we can't expedite the order to completion, there are other means by which we can get your sister online at the very least.

Once again, thank you for writing this review and be sure to also mention any other questions or concerns you have in that support request.

Regards,
Riz
Rating:-1
Service:
City:

Thu, Jul 16,
2015

I opened a ticket 6 months ago and every time that I customer support they can't give me an ETA for its resolution. Poor customer server. Hello,

Thanks for your feedback. We are sorry to hear you had a poor customer experience, and would like to look into what went awry.

Please open a service request by clicking here and select CanadianISP from the "Submit a Support Request" drop down menu. Be sure to include your account details. We will review what happened and do everything we can to get things made right.

Thank you,
Alan
Rating:-1
Service: cable
City: Vaughan,
ON

Fri, Jul 10,
2015

have had nothing but problems with them, so much so that they gave us a modem because they lied and told us to buy a certain model which was incapable of handling their bandwidth, so for many months we were either without Internet or at about 20% of what we were paying for. When they installed the modem here, their technician said the one they told us to buy was more than enough, another lie. For the first year of service we sent them speed test results and the service was so bad that we rarely got an upload speed and huge ping numbers. We spent hours and hours on the phone with them with no results, just lies about how our modem wasn't good enough even though it was the modem they specifically told us to buy. Support tickets went unanswered, we were constantly on hold until we screamed so much that they escalated our call, and even then, so much time spent calling until finally they realized it was their error and sent a new modem. The service did not improve after that.

"Customer service" is an absolute joke.

We are moving and had email confirmation that they would be at the new place between 2-5pm and also confirmed by 5 phone calls. We took the day off work and waited and waited and waited. At 5:30 we called and asked where they were?? I'm sorry, we have to reschedule your hookup they said. Nothing but sorry sorry sorry and that didn't help me get my internet hooked up for work. They couldn't answer why they didn't show up for the installation and couldn't understand why I was not trusting that they'd show up for the next one over a week later. She said that if I book between 11-2 it's more reliable. I said ANY appointment they book should be reliable!! She said she can't compensate us for the day we lost waiting for them to show up when they didn't, or the fact that we set this eating up a week prior with several confirmations which essentially meant nothing. Just another lie. She said after about 40 minutes on the phone that she would overnight a sat stick, which had barely enough data to send two of my graphic design files, but would be better than nothing. She made me listen to the long list of terms and conditions, $500 replacement of lost (which is about half of the income I will lose waiting for the second installation date which they may or may not show up for). I told her to ship it toy old place and she made sure to say that we had to be home to accept it. I was furious by now, and arranged to take the day off to be here and wait. So day of income #2. At 1:00 in the afternoon, it was clear it wasn't coming, and being on the hook for $500 if it's lost, we called. Surprise surprise, it's not even sent yet. Another lie. They could have it sent to us the next morning (blah blah blah same song and dance). Can't take Saturday off so arranged to have it sent to a friends home if it actually shows up. She said she would send an email confirmation for the second installation date and I asked why? The first one didn't matter? She said she would call as well, I reminded her that we called five times and got a phonecall confirmation THE DAY they didn't show up, so what was the point? We didn't get any email or phonecall about the sat stick not being shipped overnight like they promised either.

At the same time today, we were told that the second installation date they offered, was now unavailable and it would be another week before they could come install it. Again, if they actually show up or don't call and tell us again that they have absolutely no clue what they're doing but they excel at giving false hopes, installation dates and product that isn't up to the task. I've lost $200 in wages and will lose another $1000.00 by the time we get hooked up if they actually can hold the THIRD installation date they promised. I told her it must be nice to sit there an know you're getting a paycheck whilst promising dated and services that they can't provide. I told her the only guarantee she could offer me was that she could stop apologizing and being condescending to us over how their employee just didn't show, nor bother to email or call us to alert us to that fact.

One of the most dishonest companies I e had the misfortune of dealing with, we booked in advance, we did everything WE could and they STILL let us down again and again and again.

Do NOT use this ISP. We have two homes waiting to move and we are paying for Internet at the moment that we do not have. They continue to take the money despite not being able to hold up their end of a legal contract, and I can guarantee we won't be refunded the cost of all these days we do not have access to our internet because of their lies and false promises, through no fault of our own.

No business should be allowed to continue to charge a customer for a service they can't provide, but I bet their service tech that didn't show, email or call, got paid!!
Hello,

Thank you for taking the time to share your experience and I am sorry that it wasn't a pleasant one!

I've noticed that you also posted a review on DSLreports.com (https://www.dslreports.com/comment/3626/92981). We will be following-up with you there.

Thanks,

TSI Andre
Rating:-1
Service: cable
City: Kitchener,
ON

Fri, Jul 10,
2015

I've been with TekSavvy for about 4 years and when initially switched from Rogers, was extremely happy to find a company providing flawless service for a reasonable price. Last few months I noticed what so many reviewers here complain about - big drops in speeds which make impossible watching a video in any quality. I tried reloading the modem and router with no improvement. When measuring speed at the time of this writing, I got download ave 0.12 (!!!) mbps and uploading 0.18 (download about 200 times slower than in my plan).
After reading the comments I feel that calling support would end up in more frustration and no results.
As many sadly mentioned, regardless how you feel about big guys Rogers, Bell, Telus, you don't have much choice left if you need reliable connection. I just cancelled my plan with Windmobile for the same reason. Too bad good things don't last.
Hi,

We appreciate you taking the time to write this review. Please feel free to submit a request with your account details by clicking here and selecting CanadianISP from the "Submit a Support Request" drop down menu. Contacting our support isn't some way to lead to frustration, but is the only way to get your service issues looked at by the people who can help fix it. We would be happy to assist you in every way possible to restore your service to the way it was.

You're also free to include any other questions/concerns in your request on help.teksavvy.com.

Thank you,
Riz
Rating:0
Service: cable
City: On

Wed, Jul 08,
2015

I had a little inconvenience with booking installation since the time there settled on was on one of the day of one of my request but the wrong time period. But rather than changing it and making a fuss. I adjusted my schedule and just booked the whole day off. Otherwise, it was an absolutely pain-free process. I'm tech savvy enough to setup the modem on my own so once Shaw started internet service for my apt on the day of the install, I was already serving the internet before the Shaw tech got there. He was an hour late for his appt but he called ahead and apologize and I was expecting it anyways. He came checked the modem to see it running and then left to tag the wiring closet. The whole encounter only lasted 5 mins. Yes, he was late and the timing didn't work out, but that has nothing to do with TekSavvy, it would have happened if I had gone with Shaw too. As a plus not only did I not have any signal lost with my cable signal, I seem to have gained more. My ordered plan with TekSavvy was for 20mbps for $40, they had a plan rate increase since I ordered and now I've been bumped to 30mbps without having to pay any extra. Hey there,

Thank you for your positive review!
I'm glad to hear that you are happy with the service you are getting.

If you ever require assistance, please either give us a call at 1-877-779-1575 or submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,
Joseph W
Rating:1
Service: cable
City: New westminster,
BC

Mon, Jun 29,
2015

Horrible speeds! Wish I would of read these reviews prior. Switched from Shaw's 30mbps package to Teksavvy's 25mbps package. My service went down from a steady 30mbps 24/7 to 2-5mbps during peak and a maximum of 10mbps on off-peak. Spent 10 hours with Techs on the phone and with Shaw home visits to troubleshoot this speed issue and no resolution. Finally Teksavvy admits that they have a known congestion issue in my area. Which is bullcrap as they use Shaw's lines and I had 0 problems with congestion from Shaw. I am out the cost of a modem now and they continue to charge me for 25mbps when I never get anything close to this service. Please spread the word in Calgary and never switch to this company. You will be wasting more money than you would of saved with Shaw and get dial-up speed. Plus when you have a service call and Shaw shows up, they make you feel pretty stupid for switching. AVOID AVOID Hello there,

We appreciate you taking the time to write this review. The experience you've outlined isn't something we want our customers to go through. Unfortunately, you are correct in saying that there is an issue in that area that isn't fully resolved yet. We are still working with our vendor in this to finally resolve this slow speeds issue.

I ask that you please submit a request by clicking here and selecting CanadianISP from the "Submit a Support Request" drop down menu. We want to look into every possible resolution to make you a happy customer

Please be sure to include any additional questions or concerns you may have in your ticket.

Thank you,
Jon
Rating:-1
Service: cable
City: Calgary,
AB

Thu, Jun 25,
2015

Very poor cable connection speeds during any time of day. Signed up for the $40/month, Cable 25 Mbps plan and get max speeds around 3-6 Mbps. I am definitely NOT getting what I'm paying for. Way too much traffic/network congestion during peak hours... I can't even stream youtube videos on low quality during peak hours. I know Teksavvy has been aware of this issue and are trying to address it but zero results for months is becoming a pain.

I don't know how much longer I'll stick around but trust me, the cost savings you're getting from Teksavvy is not enough to offset poor connection speeds. Until they get this issue fixed, I'd stay away.
Hello,

Thank you for your review. Sorry to hear you have run into the peak hours congestion issue. Be assured we're currently working with the vendor to have the issue resolved. We appreciate your patience while we work to have the issues resolved.

If there is anything else we can assist you with, please do not hesitate to send a request by clicking https://help.teksavvy.com/hc/en-us/requests/new and selecting CanadianISP from the "Submit a Request" drop down menu.

Regards,
Joseph
Rating:-1
Service:
City: Calgary,
AB

Tue, Jun 23,
2015

Absolute garbage. They signed me up and neglected to tell me that in Calgary, AB they had a known issue of extreme congestion on their network. I was paying 40$/month for 25Mbps and I only got 5-7Mbps during the hours I'm home. 4 days I had the service and called to cancel expecting a full refund because of such bad internet. Instead I'm out 100$ because almost everything was non-refundable. They told me "I accepted the terms of service", well I don't think that counts when you accept them under the false pretenses that you'll be getting decent quality internet. There is no ETA on when this issue will be resolved but it's been an issue for at least the past 3-4 months. I will never recommended them to anyone and you should steer clear to avoid non-refundable fees. This is how they afford to give out such cheap internet. By forcing you to pay them fees you can't get back. Hello there,

We appreciate you taking the time to write this review. The experience you outlined, of course, isn't something we want our customers to go through. While the slow speeds issue in Calgary isn't meant to last forever, unfortunately, it isn't fully resolved yet. We are still working with our vendor in Calgary to finally resolve the slow speeds issue.

We are cordially requesting that you please submit a request by clicking here and selecting CanadianISP from the "Submit a Support Request" drop down menu. We want to look into every possible thing we can do for you whether or not you're still a customer of ours.

Thank you,
Riz
Rating:-1
Service: cable
City: Calgary,
AB

Mon, Jun 22,
2015

I am quitting Teksavvy.
The service has been all over the place. I am supposed to be getting 15 Mbps, I usually get around 10 and often as slow as 5.
Recently I noticed that they have bumped me up to 30Mbps tier which my modem cannot handle (and they have to know this since they need my modem info to hook me up)
So I am getting 5-10 Mbps and paying for 30. Incompetence or fraud? You decide.
They refused to reimburse me for the incorrect billing so I cancelled. Still thinking what to do about the overcharge...
Hello,

Thanks for your review. Sorry to hear you had a poor experience with our service. We would like to look into what went wrong. Kindly submit a request here and select CanadianISP from the "Submit a Request" drop down menu. If you provide us with your account details we will gladly review this for you.

Regards,
Alan
Rating:0
Service: cable
City: Toronto,
ON

Mon, Jun 15,
2015

I had Teksavvy ADSL service (15 mbps/1 mbps) for over a year and experienced repeated slowdowns during peak hours (4-6 pm weekdays). Apart from that, they were cheap so I stuck with them. However eventually I got fed up and decided to upgrade to the VDSL service (25 mpbs/10 mbps) I immediately discovered a whole cornucopia of ugly truths and costs related to their service. When I purchased the new service I assumed that the cost would cover an installation and ensure that my internet was working. Instead the installation costs only cover the hardware work done by Bell. If there are any problems “inside” it’s up to you, the customer to sort them out yourself.

1. After having a Teksavvy smart RG modem for a year it’s out of warranty. If anything happens to it, you’re entirely liable for replacing it (120$ for the VDSL smart rg505n). They enjoy repeating this.

2. Installation costs of 50$ are non-refundable. Even work that’s not done properly and will require multiple Bell techs to come and revisit, you don’t get your money back. They don’t really even care about the fact that you might have to sacrifice days sitting at home waiting for repairmen to come by.

3. If you’re looking for a reliable service do yourself a favor and go with Bell or Rogers. Atleast with them you know they’ll get the job finished. Teksavvy are internet suppliers without any of the field technicians. If you’re good with your hands and don’t mind running to a café to do research to figure out problems by yourself then Teksavvy is for you.
Teksavvy’s tech support is laughable and they don’t really seem to care about apologizing for anything apart from their inability to do anything. Their main expertise is being able to repeatedly state that they’re unable to help with anything inside your home up to your demarcation point and that anything past that is the responsibility of bell.

Avoid this internet "service" provider at all costs, I know I certainly will never suffer their services again.

Hello,

Thank you for your review. I'm sorry to hear about your poor experience, this is definitely not the type of experience we would like our customers to have.

I would like to take a look at your account and find out what is happening. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Please include your account information so we can investigate this.

Thank you,

Joseph
Rating:-1
Service: drydsl
City: Toronto,
ON

Tue, Jun 09,
2015

I got Teksavvy through Montréal DSL & I have to say that I am very happy about the price & service

I had a connection problem at first but the tech support was great & we finely found out that the problem was the modem TP-Link 8816 , if you got some noise on your DSL line you will need an modem with the Broadcom chipset in it like the D-link 520B which works super great no more connection problems

Next month I'll order the phone from Teksavvy & kiss goodbye to Bell ridiculous high prices
Hello,

Thanks for your review. Glad to hear you are happy with the service and support you have received!

If you ever require assistance, feel free to submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Have a great day!
Alan
Rating:Comment
Service: drydsl
City: Pincourt,
QC

Fri, Jun 05,
2015

I have been very happy with TekSavvy overall. The quality has been fine, the speed has been fine and the customer service has been great until recently. I called customer support to ask about wireless internet. Keep in my I am not at all tech savy and usually the internet service provider handles modems and routers. However, I was told by the agent that they don't help with this. My modem is old, so I will have to basically buy my own modem and router from some other company and figure it out. Again, I am not tech savy and have no idea what I am doing! I may have to switch to another provider. Although I love TekSavvy and wouldn't want to switch, I'd rather do that and have this taken care of because I can't get any help from them. Hello,

Thank you very much for this review.

While it is true that we cannot provide support for non-TekSavvy supplied hardware, setting up a router with your TekSavvy supplied modem is a fairly simple procedure. Of course, if you require assistance, there is still support available from the router manufacturer, so you are not alone in the matter.

We do provide modems with wireless routers built in, but it depends on where you live and what service was ordered to know if you would be eligible. The agent you spoke with on the phone would have likely checked for this and advised you that you were in a particular area where we cannot provide one of those modems. However, please submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu to reach out to us so we can double check and see if there is anything else we can do for you.

Regards,
Riz
Rating:0
Service: cable
City: Toronto,
ON

Fri, May 29,
2015

Be aware that when ordering service from TekSavvy one is required to pay the set-up charges plus a month's internet charge in advance, with the next payment due on the same day each month from the time the order is placed and not on the date the service is activated. This means you are paying for service in the weeks you can book an installation. Furthermore, if you are an upgrading customer you will be billed for the existing service during this time period, which effectively means you will be billed two months of service during the transition. Hello there,

Thanks so much for your review!

I do apologize but there appears to be some sort of a miscommunication here. Although it is true we are a prepaid service, this does not mean that you are paying for service during the waiting period of installation. The first month of service you've paid for up front is applied to your account once the service is activated. If there is an issue during installation or a delay, your billing date is adjusted accordingly.

In regards to upgrading your plan, there also seems to be some confusion here. When upgrading your plan you can choose to have the upgrade completed ASAP or when your billing cycle is over. If you choose to have it completed ASAP you will receive what's called a delta charge which must be paid before the change can be made. The delta charge is nothing more than the difference of your current plan and the new plan based on the amount of days left in your billing cycle.

I hope this has clear up your confusion about our internal processes.

If you have any other questions or concerns, please be sure to get back to us.

Best regards,
Jon
Rating:Comment
Service: cable
City: Brooklin,
ON

Thu, May 28,
2015

I am quite disappointed with Teksavvy's service promise. I have been with them for close to a month and the cable broadband speed is not as promised. ("upto 10 Mbps) Lately getting even at off peak hours getting on slightly more than 1 Mbps. Is this a trend or is teksavvy testing the waters to see if I know any better? Hello,

Thank you for your review. Sorry to hear you are having slow speed issues.

We would like to look into what is happening, and get the problem corrected. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Be sure to include your account information, and we will follow-up from there.

Thank you,

Alan
Rating:0
Service: cable
City: Scarborough,
ON

Tue, May 26,
2015

I was with TekSavvy for two years with 15/1 service. All was fine until about 2 months ago. Since then, speeds are very slow intermittently (consistently less than 4 Mps download, often <2). I went through the entire troubleshooting exercise with the support staff. Each time I called I spoke to a new person - some much more helpful than others - but none took the time to read the notes on my file unless I insisted that they do so and told them that I was not repeating all of the troubleshooting steps yet again.

Finally they agreed to send a technician who checked or changed everything (F1, F2, all connections, modem) and finally said that there was a problem with capacitance on the line and that TekSavvy could not provide the speeds that I was paying for. I called TekSavvy to ask what they could do - essentially they were supremely uninterested in helping me. Said I could consider upgrade to VDSL requiring a service visit and a new modem (total cost to me >$150) and that they still would not guarantee my connection speeds. Offered to downgrade me for free, which I pointed out repeatedly did not address my question: How do I get the speeds I am paying for and have not been getting for weeks? I never got an answer to that question.

I'm canceling TekSavvy. There is a real problem with their connection speeds that they are not able to address and uninterested in truly supporting their customers when troubles arise. I had better support from Rogers.
Hello,

Thank you for your review. I'm sorry to hear about your poor experience, this is definitely not the type of experience we would like our customers to have.

I would like to take a look at your account and find out what is happening. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Please include your account information so we can investigate this.

Thank you,

Joseph
Rating:-1
Service: drydsl
City: Toronto

Fri, May 08,
2015

Everytime I move around for university I use Teksavvy because it's cheaper but it's impossible to get internet installed. It always takes over a week and when I called in to change the day of my installation I had previously been told that I needed to call in at least 48 hours before my appointment but when i called them 3 days before they told me it needed to be at least 48 business hours. When I said I was told only 48 hours the representative said she was my account manager and she is very thorough so it must have been my mistake or miscommunication on my part. The representative was very rude to me and I will not be using Teksavvy ever again.
Rating:-1
Service: dsl
City:
ON

Fri, May 01,
2015

Been with Teksavvy for 5+ years and have to say the service provided was quite remarkable. Until, they recently increased their prices and quality started to drop. At the moment, the speed during peak hours becomes unbearable. I lost count of how many times I have contacted tech support to sort this out, and always the issue persisted. Quite disappointed at how a once truly reliable internet provider has changed. I am even contemplating switching back to Shaw or giving Telus a try :( Hello,


Thank you very much for the review. ON the West Coast we are having a slow speeds issue and are waiting for an upgrade to be completed this month. This very well may be what is causing your speed issue.

I would however like to review your account to further investigate what is happening and ensure your service is working normally for you.

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

Regards,
TSI-Ashleigh
Rating:-1
Service: dsl
City: Vancouver,
BC

Wed, Apr 29,
2015

I have the same issue as a poster on here. I've been with Teksavvy for almost 4 years without an issue. I switched from a 6 Mbps speed to 15 Mbps and I've had NOTHING but speed problems since. There's a clearly defined pattern - fast during off-peak hours, slow during on-peak. Something that's not supposed to happen with ADSL (or the newer VDSL, either). I called node congestion - but nobody ever confirmed that, they just dodged around my questions.

The Bell tech that came when I switched speeds tore apart my unit - he checked EVERY jack. He also confirmed the connection at my demarc was healthy and no cross-talk was occurring. He verified my line stats looked good.

Now, nearly 3 weeks later (approaching the "30 day install warranty" threshold I was told about - and getting increasingly more irate), and I'm STILL having issues. Even after getting a loaner Smart RG modem to ensure it's not equipment related (no surprise - it's not, I'm still getting maybe 2 - 3 Mbps tops during peak times - unacceptable - 10 - 12 at the lowest, maybe, but not 1/4 or less of my tier).

Also, support is a joke. Last night, I sent a whole ton of stats and screenshots - traceroutes, speed tests, screenshots (they wanted me to "confirm" I was in "safe mode"), including stats from my modem, OrbMT snaps, etc. etc. The reply was asking me for traceroute and ping test results.

Then, this morning (we were doing off-peak / on-peak tests), I sent my off-peak results (surprise, surprise, I'm almost hitting my full 15 Mbps) - the response I got was "We're glad to here your speed is now near expected."

So what, your techs can't read emails now, either? I'm actually responding to THAT email RIGHT now, wasting MY TIME at WORK because I'm SO sick of troubleshooting.

Guys - if I can't rely on one of your support techs to properly assess diagnostic results in an email, how can I trust their judgement in a potential resolution? They can't even pick up on the pattern I've repeated like a broken record dozens of times. I think my email thread is at least 38 emails long now.

This is almost making me take back EVERYTHING I've said about Bell, Rogers or Telus. Sure, wait times are long, you have to pull teeth to get anything from them - but it's not this sort of disservice.

Wake up Teksavvy - your customer base has spoken - your quality is slipping, and if you don't react fast, you're going to start bleeding customers. I'm sure I won't be the first to jump ship. I'm pointing EVERYONE I know on Teksavvy to this page. You don't want to listen to me? Fine. Maybe you'll listen to another 18 - 20 angry or concerned customers.

And to think I've actually recommended you to family and friends. They come to me for advice, as I'm a software developer working for a large transportation company in the tri-city area - I'm the geek in the family. I'll be turning them away if this issue doesn't get resolved soon.

Let's get this fixed and CONFIRM if node congestion is happening near the Country Hills node.
Hello,

Thank you for your review. I'm sorry to hear that you are still having the ongoing speed issue, this is definitely not the type of experience we would like our customers to have.

I would like to take a look at your account and find out what is happening. Please submit a request at https://help.teksavvy.com/hc/en-us/requests/new and select CanadianISP from the "Submit a Request" drop down menu. Please include your account information so we can investigate this.

Thank you,

Joseph
Rating:-1
Service: drydsl
City: Kitchener,
ON

Tue, Apr 21,
2015

I just rated TekSavvy yesterday, while downloading my bills from last year. Today I actually LOOKED at the bills and found out that my bill for internet usage went from $25/mo. to $45/mo. half way through 2014 without any warning, no foreknowledge from TekSavvy. This is the huge drawback to automatic withdrawal, my biggest fear, and why TekSavvy was the 1st and the last company I will do this with.
Rating:-1
Service: cable
City: Mississauga,
ON

Tue, Apr 07,
2015

I have been using Teksavvy for 5 years and for the most part the service has been good; until the last few months. Speed always goes down to 2-5 mbps during the evenings - latest ping at speedtest.net was at 50ms! I have been trying to get to the root of the problem with technical support for more than a week. Up to a year ago I would have recommended Teksavvy for Internet - and have done so to friends and family - not any more. Hello,


Thank you for your review. I have happy to hear you have been enjoying the service at TekSavvy. I do however regret to hear you are having a current speed issue. We would be happy to further investigate with you so we diagnose where the issue is and fix the speed issue.

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

Thank you,
Rating:-1
Service: cable
City: Kw,
ON

Wed, Apr 01,
2015

Very frustrated. I paid for 25 down /2.5 up, first few months got 15 Mbps down during peak hours, then went down to between 2.5 and 5, called customer service and the reply was to call while off peak, I was indeed getting 25 Mbps off peak (2am-6am), however that's not when I use the internet. Tried to switch to their DSL and was told that all brand new equipment would be needed and no subsidy/ discount would be given. I get it you are a re-seller for Shaw on cable but at least stand behind your customers when clearly service needed is not being delivered. Pleasant people to talk to, not great advice while hooking up, not great help at the end. Hello,


Thank you for your comment. We would be more than happy to look into your account and see what is happening.

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

Thank you,
Rating:-1
Service: cable
City: Calgary,
AB

Wed, Apr 01,
2015

I tried talking to three different people before I cancelled, no solution was offered. Thank you for trying to do something that should have been done on my first call. Hi there,

I am truly sorry that things didn't work out as they should have.

If you'd like to provide feedback so we can improve our processes and ensure this does not happen again, please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thank-you,

Bryan
Rating:Comment
Service: cable
City: Calgary,
AB

Mon, Mar 23,
2015

pros: very friendly customer service and tech support

Cons: speeds below published values, zero pride or support in their product, no desire to please or keep loyal customers.

I am currently without Internet after a 2.5 hour phonecall during which I was told, and I quote, "you must have broken something on your modem while we were troubleshooting, everything is fine on our end". Went from slow internet to no internet. Shopping for a new provider.
Rating:-1
Service: drydsl
City: North bay,
ON

Fri, Mar 20,
2015

I just signed up for TekSavvy cable in Calgary and my Internet experience has been a mixed bag. During off peak hours, 12 or 1 am to some time in the late afternoon, I get around the 25 Mbps my plan is supposed to have. During peak hours I get a pretty horrid 3.6 - 7 Mbps down, usually closer to 3.6 Mbps. When I called I was told that since I get 25 Mbps during off peak hours I am indeed getting the 25 Mbps that I am paying for. Unfortunately, for the most part, I tend to be asleep at 2AM and at work during the daytime so I mostly see the 3.6 Mbps down while I'm at home. They did say that they are aware of the poor peak time performance and should have the issue resolved in a month or so. Hopefully this will happen. I was formerly on dsl with a different provider and would get pretty consistent 25 Mbps speeds at all hours of the day. I can say that any time I've contacted TekSavvy they've been pleasant to deal with and prompt with their responses. Since I spent about $170 up front for a modem and install I guess I'm stuck with Teksavvy for a while, so hopefully Shaw and/or TekSavvy can get the peak hour congestion thing sorted here in Calgary. Hello,

Thank you for your review. Sorry to hear you have run into the peak hours congestion issue. Be assured we do have plans in place to get the problem corrected in early-mid April (as you noted from our Network Status postings). We appreciate your patience in the interim.

If there is anything else we can assist you with, please do not hesitate to send a request here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,
Alan
Rating:-1
Service: cable
City: Calgary,
AB

Tue, Mar 10,
2015

Do not trust TekSavvy.
I have been with TekSavvy for 2 years and have auto-payment set up with my credit card. I received my receipt every month that had zero balance. Today, all the sudden, I received an email from Teksavvy stating my account is currently past due to in the amount of over $100?!. I called TekSavvy that they told me they have been taking payment from someone else's credit card for my internet service by mistake, Therefore I owe them the money now. No apology or explanation was included in the email. I was just shocked how poorly they look after their customers.
Hello,


Thank you for this review. This is not good at all. I would most certainly like to take a look at your account and find out what is happening. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Please include your account information so we can investigate this.

Regards,
Ashleigh
Rating:-1
Service: wir
City: Toronto,
ON

Tue, Mar 03,
2015

i have been with teksavvy for 20 months.i am very happy with the service i am getting. there have been a few glitches but every time i called the costumer service and tec support were very polite , responsive and patient to my issue even they mad a follow up calls to make sure everything is up running well.by the way every time i have called i got through promptly.
thank you teksavvy for the service
Hello there,

Thank you for your positive review!
We are pleased to hear that you are happy with the service you are getting. We understand that there may be some times that you may experience issues. We are always here to help should you encounter any.

Thank you for being a TekSavvy customer!

We hope that you enjoy many more months/years of service with us!

If you ever require assistance from us again, please either give us a call at 1-877-779-1575 or submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,
Shawn S
Rating:1
Service: cable
City: Windsor,
ON

Sun, Feb 22,
2015

I have been with Teksavvy since for 4 years now starting with their DSL service and then Cable and couldn't be happier.

I have found their customer service/tech support to be very responsive and quick to help resolve issues.
I have always recommended them them and will continue to do so.

Thanks Teksavvy, keep up the good work!

Chris
Hello Chris,

Thank you for taking the time to write your review.

We appreciate your kind words. Should you require any assistance, please submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
Shawn S
Rating:1
Service: cable
City: Nepean,
ON

Wed, Feb 11,
2015

I have been with TekSavvy for a few years now and had no problems, until now that is. I never get the speed that the package purchased from them indicates, I do have the most basic package, so I called to upgrade. When I asked the technician about that he pointed out that the package says up to 6Mbps and they do not guarantee that and all I can do is "hope for the best" even with the upgrade. Sounds encouraging no? The staff does not seem to know anything, no one is paying any attention there, they scheduled a tech to come out on Family Day!!! I called to cancel the upgrade and after being on hold for a while they hung up on me and have not heard anything back from them in 2 days. All I wanted was a bit more speed is hat too much to ask for?? I was surprised that they are so bad, you would think after a few years in business they would have gotten a hang of how to run things especially with all the competition out there. I am quite disappointed with them. Hello There,

I'm sorry to hear of the recent slow speeds issue you are having and apologize for the lack of customer service you received. I would like to see what has happened and what we can do to make this better for you. Can you please a request here and select CanadianISP from the "Submit a Request" drop down menu.

Again I do apologize and look forward to the opportunity to make this experience better.

Thanks,
TSI Taunia
Rating:-1
Service: dsl
City: Toronto,
ON

Thu, Feb 05,
2015

AWFUL SERVICE! AVOID AT ALL COST! Getting 10% OF ADVERTISED SPEEDS!

I signed up for the 110mbps service. I pay over $100 a month. My speeds have consistently been around 10mbps OR LESS for over two months now. Ive called in several times to complain and they keep saying they are aware of the issue but have no timeline to fix it.

I am cancelling my service next month and moving to bell or rogers. Terrible experience.
Hello,


Thank you for the review. I would be more than happy to assist you with your connection. At TekSavvy we don't offer 110 mbps connections, however I would still be more than happy to look at your account and see what is happening with your connection.

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

Regards,
TSI-Ashleigh
Rating:-1
Service: cable
City: Waterloo,
ON

Tue, Feb 03,
2015

Called to get set up. Person on other end of the phone was very helpful and thorough. Got set up easily. Speeds are as advertised. Hello,


Thank you for the review! Happy to hear your enjoying the service.

Regards,
TSI-Ashleigh
Rating:1
Service: cable
City: Edmonton,
AB

Sun, Feb 01,
2015

Internet always fluctuates being fast for a day or two and REALLY slow for a week. Even at midnight when everyone was asleep, it was still really slow. Hello,

Thanks for your review. Sorry to hear you have been encountering speed issues. We would like to look into that and get it corrected for you. Kindly submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
TSI Alan
Rating:-1
Service: cable
City: Guelph,
ON

Fri, Jan 30,
2015

well off to a bad start... just signed up for tech savvy logged into my account and saw that my whole order was wrong. i signed up for DSL 15MB/s they put me for 6MB/s i asked for 150GB they put me for 300GB, the price for the 6mb compared to the 15 mb was 34.99-32.99. my appointment is for today and they said for the change they will have to reschedule and i said no way ive been waiting a week for it to be installed. now my appointment for today was supposed to be from 8-10am or 8-12am... they didnt show up so i called and they said that because of my area that they had to give me an "all day" appointment. im lucky i had today off what if i called into work and went in at noon? they never contacted me at all to let me know so now im sitting here doing nothing. any working person to sit around all day with no communication is unfair. to go along with it the customer service is pretty terrible... maybe some more training is needed i was told by two techs that cable would work with one already running with rogers then i was told it wouldnt work by another rep... get your s**t straight... so far i think i made a bad decision things better improve or they are going to be hearing from me pretty soon!! Hello,

I apologize for the experience you have had so far with Teksavvy. Definitely not the type of customer service we want any of our customers to experience. I would like to look into what happened here and get a resolution for you. Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you,
TSI Taunia
Rating:Comment
Service: dsl
City: Mississauga,
ON

Fri, Jan 30,
2015

One of the worst services, they scheduled a tech to install the services, nobody shows up, and the service is not up. I reschedule a visit, again nobody shows up. They expect us to leave our job and wait for them all day long, well, who is going to pay for that? I still have no Internet service after one week of scheduled installation. And to top it all now they will not even cancel my order and refund my money. So I am stuck with them and their modem (which is locked! and cant be of any use)
They seem to rely on Shaw techs and they don't bother.
Hello there,

Thank you for your review.

I'd like to sincerely apologize for the experience that you've had with us. Missed tech dispatches are definitely a good reason to be frustrated. We would like to investigate this for you and provide you with some options. Please submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to assisting you there.
Thank you.
Shawn S
Rating:-1
Service: cable
City: Edmonton,
AB

Mon, Jan 26,
2015

AVOID AT ALL COSTS! We signed up with TekSavvy in September 2014 wanting a change from the nonsense the big companies usually give. Big mistake. It's been 5 months and we are still without stable internet.
We have spent countless hours on the phone with technicians, customer service representatives, basically everyone who works for TeKSavvy Kingston and NOTHING has changed.
We have had technicians to the apartment 3 times and all have given a wishy-washy answer or suggested we spend more money on another router (even though we paid for two of their own routers). TekSAvvy's newest suggestion is that we switch from DSL to cable internet... and pay the $150 for a new router and modem, as well as installation fees. When we asked about Teksavvy covering the cost of installation, as it was their company that could not solve the problem, they balked and said it would not be possible.
5 months of issues, no solution. Oh, except the customer service representative asked if we'd like to cancel our service instead.
That will be the next phone call.
Hello there,

It is very unfortunate to hear that you have been experiencing this many issues. We would be more than happy to investigate further for you. If you would like for us to take a look, please submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to getting to the bottom of this for you.
Regards,
TSI-Shawn S
Rating:-1
Service: drydsl
City: Kingston,
ON

Thu, Jan 22,
2015

I wanted to add a positive comment for Teksavvy's technical support crew: Yesterday, there was a minor issue that was dealt with promptly, efficiently and while keeping me up to date during the process of the troubleshooting.

I think Teksavvy's overall openness about any issues they may be facing at the time is refreshing and extremely helpful. Tech support is a helluva tough job and you guys handle it with A+ professionalism. Just wanted to let you guys know you're appreciated !
Hello there,

Thank you for taking the time to write a positive review! I am pleased to read that you are enjoying your service. I'm please to also read that your issue was resolve fairly quickly with the help of our troubleshooting. We beleive in being very open with our customers and ensure that they are properly informed of the next steps should a repair ticket need to be opened.

If you ever require any assistance please submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.
Regards,
Shawn S
Rating:1
Service: dsl
City: Ottawa,
ON

Wed, Jan 21,
2015

Horrible Service!!!
Cannot comment on it!! I have signed for 6 mbps (download) and rarely do I get any more than 2-3 mbps. Every time I complain I get a long email of to-do things, What a bunch of nutcase!!! so unprofessional, ignorant people!!!
It's not that I do not hate Rogers But I have begun to hate these teksavvy people more.. seriously thinking of going back to Rogers...
Hello,

Thank you for the message. We most certainly want to ensure your service is working normally. If we review your connection and we do not see any issue on the line, then we need to troubleshoot to further diagnose where the issue is. We need to look at the equipment, jacks etc to ensure everything is working properly.

We are more than happy to assist you with your connection and get you back online to normal speeds.

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

Regards,
Ashleigh
Rating:-1
Service: cable
City: Kitchener,
ON

Mon, Jan 19,
2015

After putting a review on this site, I enjoy a 2 10+ M downloads for a week of so with my 15M/1M service. Now, payback time, I get 0.8 - 2 Mbps. Last night trying to work with vpn, it talk 2 hours without getting me anywhere, then I need to switch to cell phone LTE network to complete the work in 5-10 mins. I should seek a more reliable provider now. Hello,

Thank you for the review. I would like to investigate what is happening with your connection. Please send us a message here here and select CanadianISP from the "Submit a Request" drop down menu.
Please include your account information so we can look into this for you.

Regards,
Ashleigh
Rating:Comment
Service: drydsl
City: Guelph,
ON

Tue, Jan 13,
2015

I have been with Teksavvy for 3 years. I have DSL internet 6mbps/0.8mbps for 26.99 +tx.
I like; low price and polite customer service.
Neutral; connection was down few times but it was not a big issue for me.
I don't like; from the beginning the internet speed was and is never near advertised. It looks like the speed was fixed and steady at 3.35/0.65 mbps all the time until december and from that time is at 2.65/0.65 mbps, also all the time.This is discouraging and dissappointing. I don't have big needs in terms of internet speed but I simply wanted to get what I pay for.Teksavvy don't deliver. I did all diagnostics I was asked to do, changed the wire inside and it all looks ok. Every time I spoke with Teksavvy technician over the phone I received different answers and explanations.I'm really messed up with this. I was with the Bell before and I always had the correct (as advertised)speed.As I find it difficult to believe Teksavvy can fix my speed problems I will simply move my business to another company.
Hello,


Thank you for the message, I would like to look at your account and see why your line profile is set so low. Please send us a message here: here and select CanadianISP from the "Submit a Request" drop down menu. Please provide your account information so we can further investigate.

Regards,
Ashleigh
Rating:-1
Service: dsl
City: Montreal,
QC

Mon, Jan 12,
2015

On December 23rd, 2014 I placed an online order to purchase the installation of a 25Mb Residential DSL service. I was given three windows of time for a Bell representative to come to my house and complete the installation. These windows were in December, from the 29th to the 31st between 8am and 12pm. I was at home during these times, and no Bell representative came to complete the install.

After the Bell technician did not show up I called TekSavvy to inquire as to the problem. The TekSavvy customer service representative claimed that an email was sent to me on December 23rd to inform me that my service would be connected on January 2nd, 2015. I did not receive the email that TekSavvy claims was sent.

Because TekSavvy did not deliver it’s services during the mutually agreed to window of time, I requested a cancellation of services and a full refund. The TekSavvy customer service representative offered me only a partial refund minus a $25 restocking fee, $50 activation fee, and $10 in shipping costs.

This is not acceptable. TekSavvy didn’t fulfill it’s service obligations, and were unwilling to issue a full refund for the service.
Hello there,

Thank you for your review,

I apologize to hear that your order did not meet your expectations.

The three dates requested at the time of order are tentative pending vendor approval. The three dates requested are by no means confirmed until our vendor confirms one. As soon as our vendor confirms a dispatch date you are notified ASAP via the email provided at the time of order.

I see that you have written to us on another support channel. We will be assisting you from there on.

Thank you,
Shawn S
Rating:-1
Service: drydsl
City: Toronto,
ON

Mon, Jan 12,
2015

We've been Teksavvy customers since February 2014. Originally, we signed up for Cable 6 Pro package. In April 2014 we switched to Cable 45. Prior to the switch, we called Teksavvy Customer Support to ask whether we would be able to switch back to Cable 6 at any time and were unequivocally told yes. Last Thursday, Jan 8, 2015, we wanted to switch from 45 back to 6 only to be told it is impossible because 6 is now an obsolete product. To reiterate - we had made sure that the switch back to 6 was possible and we were assured this was the case. The rep with whom we spoke did not qualify the answer in any way. Had we been told in any way that in the future the switch may not be possible, we simply would not have switched to 45.
When asked if we could get a current and equivalent product to 6 at the same price as 6, we were told no. In fact, your rep's solution is for us to get the same specs on the new product, but this would be around $12/month more than what we had with 6. Why should we pay more if we did our due diligence and made sure we could switch back to Cable 6 at any time in the future? If you do not train your reps properly, it is your mistake, not ours to pay for it.
Teksavvy misled us and is now refusing to take responsibility for its actions. We are outraged and cannot believe a so-called reputable business can treat their customers in such a horrid way. We will complain to whoever will listen about this issue and will not leave this unresoved.
Hello There,

I'm sorry to hear of the experience you recently had. We would like to look further into this for you. Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Please provide your account information and details of what happened so we can investigate.

Thanks,

TSI Taunia
Rating:-1
Service: cable
City: Toronto,
ON

Sat, Jan 10,
2015

I used teksavvy for a few years and had no problems with services and was pretty happy Thank you for your review!

Happy 2015!
Regards
Shawn S
Rating:1
Service: drydsl
City:
ON

Wed, Jan 07,
2015

I've been using teksavvy for over a year with the 15M/1M . Most of the time I only get about 2 to 5M speed. I did get about 10 M in the afternoon, thst doesn't seem to be very useful to me because I work during the day. At night, if I can get 5M I will be very happy. 2 - 3 M at night is pretty normal sometime 1 M. I think fttn should be pretty stable compare with cable. It doesn't seem to be the case with my service. Sad. Hello,

Thank you for the review. We would be happy to investigate what is happening with your connection. Please send us a message here: here and select CanadianISP from the "Submit a Request" drop down menu.

We would be more then happy to investigate the speed issue with you.

Regards,
TSI-Ashleigh
Rating:0
Service: drydsl
City: Guelph,
ON

Fri, Dec 19,
2014

Terrible service from 1st line support team (for some reason they called themselves Media Team). When I was having service interruption during this month, they just keep asking you the same questions repeatedly even I provided the information to them already and gave me a bunch of useless information and link. They did react quickly when I was opening tickets, but they never get the problems resolved. After I keep complaining, they started to pass the ticket to the technical team and it's much better from then on. The first line support is just a bunch of clowns trying to close your ticket without tackling the problem at all. Hello there,

Terribly sorry your experience was not satisfactory. We do strive to provide excellent customer service & technical support.

We would definitively appreciate if you would take the time to reach out to us so we can double check what occurred.

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

We thank you for you time.

Best Regards,
Martin
Rating:-1
Service: cable
City: Richmond hill,
ON

Thu, Dec 11,
2014

Keith you’re hilarious! Yeah, I just left the Bell devil. XD You must have a great sense of humor to enjoy my disturbing demotivational posters. ^w^

See everyone, how wonderful it is to deal with TekSavvy’s people. :D Endless joy~ I almost look forward to having problems just to have an excuse to call them.

*** Question ***

Wow, I didn’t know that! Thank you so much Ashleigh. With Zap the Cap, how slower does the speed goes at night? (To have unlimited downloads even at the lowest price that has a 75gigs limit.) I suppose that it changes according to the max speed. How much slower for speed 5? If it was half it’d still be worth it and usable for me. I can’t wait to know… Oh I have an excuse to call TekSavvy~ Hurray! XD

***

Wow you have a referral bonus too!? You really do have it all! XD Someone ended up with free internet for life. But it’s so cheap that I don’t mind paying, I want to spread the news to free the suffering slaves.

Correction of what I said: My trick to boost my download speed is to block my uploads lower than 10kb (close to zero) not 10mg… so it’s be 0.1. Of course I unlock the uploads to share when I’m done.

Just to inform people fully so they can have reasonable expectations, because even some downsides don’t change how great TekSavvy is:

With Bell I could cancel my service in the middle of my billing month, and I’m supposed to pay only for the days I used. I kept Bell until I got TekSavvy, in case the technician moved the date or had activation delays, but everything went well. Bell made me pay for a few extra days anyway claiming that I needed an “available cancellation date”. I changed from DSL to cable, so I was able to have both Internets at once, but if you take the same DSL or cable again, TekSavvy will communicate with your old provider to make the transfer smooth for you~ Aww~<3

With TekSavvy you pay the month in advance, so you can’t get refunds. You have to pay for a full month, but the price is so cheap that you’re not going to miss a few bucks for the days that you won’t use. I pay around 30$ a month instead of 95$. Now it’s about 7$ a week… I’m poor but even I can afford that sacrifice, especially with all the savings that I’m going to make thanks to TekSavvy, so there’s no need to cancel anyway. Unless you move…

*** Question ***

If someone moves, can you simply move the account at the new address and continue the rest of the billing month there? Only adding the installation fees? Or does the account gets cancelled, losing the remaining days that were paid for, resetting them to zero by creating a new account? It sounds like a classic Bell tactic for more money, but it actually doesn’t sound like you.

***

With Bell I could also put my service on hold and not pay, if I go in vacation, or if I want to save money because their internet is TOO DAMN expensive, I think it’s up to 6 months. TekSavvy doesn’t offer that, but it’s so cheap that you won’t need to. I was told that if you have a more expensive plan, you can switch to the lowest deal while you are gone and go back to higher later. The changes cost something with DSL (that’s Bell), but it’s FREE with cable, so take cable.

Plan ahead when you move to a new home, if you call 2 weeks in advance to get an appointment, you probably won’t notice that delay. Don’t call at the last second, expecting the change to happen yesterday… that’s not realistic. Waiting isn’t pleasant and I was shocked too at first, but it went so smoothly that I feel silly about it now. Being too impatient is not fun for anyone: if you take unrealistic expectations for granted you can only get disappointed. The best things take time and are worth waiting for.

Those comics by The Oatmeal are hilarious:

“How a web design goers straight to hell” to remind you to be a more understanding client with reasonable expectations and demands, to avoid sucking the health and joy out of people:
http://theoatmeal.com/comics/design_hell

“Why I'd rather be punched in the testicles than call customer service” it was SO true with Bell, but I no longer feel this way with TekSavvy.
http://theoatmeal.com/comics/customer_service

I’ll go call them just for fun, to know more about Zap the Cap. Seriously, I adore dealing with them.

Love you <3
Thanks, I try! ;)

You may have called for these answers already but:

Zap The Cap does indeed vary depending on your package but on 5Mb it would drop the speed to 3Mb between 8pm and midnight. However, I must apologize, it is an option we are only able to make available on our 300GB packages.

When moving we charge only the move fee, your billing cycle continues as is. And no, we don't have seasonal packages, but as you mentioned you can always downgrade while away, or if you'll be gone long cancel and re-activate later as already having a modem.

I would like to clarify though, that it is only speed changes on DSL that have a cost, usage limits can be adjusted on any of our services without cost :)

I'm glad you love talking with us and we are enjoying the chat as well. However, If you have any other questions or concerns (or just comments!)please send them via the link I provided earlier. As much as I'm enjoying this, I don't believe this forum is supposed to be used for ongoing conversation (#sigh).

In addition, I do not think multiple ratings from the same customer are considered fair by the site (trust me I'm not complaining! ;) )

Thanks again!
Keith
Rating:1
Service: cable
City: Laval,
QC

Thu, Dec 11,
2014

It looks like we made a big mistake going with TeKSavvy.It took more than 5 calls just to try and buy the service. They made an error shipping out the modem and phone adpater and after billing us twice for shipping they didn't pay for the shipping. We were expected to pay a 3rd time. We refused to pay a 3rd time. We move next week and still have the modem or adapter. Customer service is terrible. I would've thought they would just ship another modem and adapter and sort out their shipping error on their end. We're calling other providers but have little time to set something else up. The worst customer experience ever. Hello,

Sorry to hear things started off with a rough customer experience. We would like to look into where things went awry, and get them made right for you!

Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu, so we can follow-up.

Thank you,

TSI Alan
Rating:-1
Service:
City:
ON

Wed, Dec 10,
2014

I am absolutely amazed by TekSavvy!!! Sometimes it’s not that something is too good to be true, it’s that you got used to something too bad to be acceptable. I pay less for more!

I was paying 95$ with Bell for a speed of 5 unlimited. Outrageous! They justified making me pay more than everyone else because I don’t have a phone with them! They tortured me when their equipment outside broke, blaming my computer and me, and I had to call several times, they were so aggressive that I think I cried. But TekSavvy gave me a wonderful tech support and I wasn’t even with them (yet)! <3

I immediately switched, wanting to reward TekSavvy with my money even if it’s cost more… but I pay much less! Bell punishes the generous that does upload by counting them and making me pay for it, but TekSavvy give unlimited uploads for free! They also give unlimited downloads between 2-8am and I’m often awake at night, or I could plug my modem into a timer easily!

I have a less expensive deal than the price displayed in this site: 28.69$ (with tax) for 75gigs at speed 5. With all the free stuff I can live with that, but their other deals are still super cheap! And I get MORE speed than promised!

I had to buy the modem, but it’s great that I don’t pay hidden costs every month to rent it. Bell probably took a thousand bucks for the modem in the last 10 years and they want it back!!! Outrageous. With the installation fees, the first payment was a scary 228.74$. But with all the savings I’m making it will repay itself in a few months. I’m now paying a third of Bell’s price, saving 65$, for more speed! Trying to respect the limit by downloading at night feels like a playful challenge. TekSavvy will kindly send me an email when I reach a certain percentage, so I can switch to a higher limit, and with cable you don’t have to pay fees to modify your plan!!! Go to hell Bell!

I got the option cable because I didn’t even want to be with Bell indirectly. It doesn’t need a password like DSL so there’s one less thing that can go wrong, by typing the wrong ID or the card that recognizes them can break too! That’s what happened, but that pain was for the best because it motivated me to switch to TekSavvy!

The only downside is that TekSavvy don’t have their own technicians because they rent lines from big companies, and those serve their clients first so they’re not in a hurry. It took 2 weeks for the technician to come start my service, but it was so worth the wait! It gave me time to receive my modem by mail. They warned me that it could take 24h (or 10 days if something goes wrong) for the Internet to be activated after the technician from Videotron came, but I got after 10 minutes before he even left! TekSavvy’s people are quick!

They assured me that they make the big guys do repairs faster than the installation if something goes wrong. But it’d still be worth the wait for the joy of paying so much less and dealing with kind people who’ll “take on the big guys so I don’t have to”. All the bad feedback that I ever read about TekSavvy was actually about Bell or Videotron’s technicians. As if they were trying to punish you for not being with them and motivate you to return to pay more for less service. I saw people fall for it. But I’d rather have no internet than be exploited by mean people. But with TekSavvy low prices, great service and stable cable, I’m so happy that I’ll stay with them for life!!!

Bell’s employees are often angry people in India, their frustration is understandable since they’re being paid 3$ a call, so they’re in a hurry to hang the phone on you. But TekSavvy’s people are paid very well, by the hour, and have great social advantages. I’d be glad to work for them too. They’re happy knowledgeable geeks. I even had a pleasant conversation for hours with a night technician. That’s how friendly they are.

I LOVE YOU TEKSAVVY!!!
Hello there,

Thank you so much for taking the time to share your experience with us. It's always great to get feedback from our customers. Yes, you were informed correctly, VideoTron has been delayed for a while in activating service, but they're one of our best vendors when it comes to trouble tickets on an active line!

Thanks again for taking the time to leave these remarks, I'll be sharing them with the entire company! :)

And for the record... WE LOVE YOU TOO!!! :)

-Keith
Rating:1
Service: cable
City: Laval,
QC

Wed, Dec 10,
2014

A word of advise when dealing with TekSavvy on the phone: I'm always cheerful and calm so they gave me their best. They told me that some people scream on top of their lungs... I'm guessing that they might not receive as much warmth as I did. So please be respectful and polite. They're really trying hard but they're at the mercy of the big companies, so if they blame them... it's true.

If you have problems with the lines with Bell of videotron, it will be the same lines with TekSavvy.

DO NOT GET DSL!!!

If you get an awful service with Bell's technician and switch with TekSavvy DSL, it will be with Bell indirectly! So the technician will still be awful, but TekSavvy will deal with their bullshit for you, and that's awesome.

With DSL, you have to pay installation fees as if you were a new client if you want any changes at all on your plan! THAT'S BELL!

With cable you can switch back and forth between a download of 75 and unlimited according to what you use and it's FREE.

There are so many advantages to having TekSavvy between the big guys and you. But of course there's downsides too.

Survive the installation and you'll be very happy. But yeah... if the big guys can make it harder for you to leave... oh they so will.
Hello,

Thank you so very much for taking the time to review our services. We really appreciate when a customer responds with the experience they have had with TekSavvy.

Thank you again and enjoy the coming holidays!

John
Rating:1
Service: cable
City: Laval,
QC

Wed, Dec 10,
2014

Awww~ Thank you so much Keith! <3 You made me so happy that I could burst into sparkles! *hugs you back* ^v^

I'm gladly giving them yet another positive feedback score because I just called TekSavvy’s customer service, to verify some info, and had a good laugh. After Bell's tech support, I never thought that I'd be happy to have any excuse to call TekSavvy's.

I saw my cable speed reach more than 6, but it's really 5. DSL is more expensive... you get a speed of 6 but it's not worth it since I have 6 anyway ^_^ My uploads were supposed to be 1 instead of the 0.8 that I had with Bell's DSL... but they're always 1.3.

I pay less than the price written in this site because I'm in Quebec, living costs are cheaper here than in Ontario so it makes sense.

The only advantage of DSL that I heard is that it's easier to get a fixed IP with DSL if you have a server. But I’d still rather cable to have a more stable line and an easier time getting them fixed by the company.

TekSavvy told me that the DSL line speed is “private”, but with cable I’d have to share the max speed in my area with everyone in it. I wouldn’t notice much of a difference with a max speed of 5 on the 100+ available. But if someone took the highest possible speed, they would notice a drop sometimes. Just because they are able to have it all doesn’t mean they can all the time when others need them to share. But Videotron told me that it’s not true, my speed is all mine. So maybe the issues I read here were caused by a faulty lines, the DSL is unstable, or the modem can’t handle that speed. TekSavvy sold me a modem that can take any speed, so I can upgrade it. I didn’t buy a cheaper one in a shop to avoid incompatibility problems. TekSavvy know what I need better.

It can be hard to get a technician to show up during the busy summer time, when many people move. It’s not TekSavvy’s fault since the tech are from another company, but there’s a limit to how well even the big companies can handle a burst in demand. It’s like trying to shop the day right before Christmas… or on black Friday… It’s not the casher’s fault if you get pushed away by other clients. Sometimes it takes longer than expected with others, and they have to move your date… The service is still awesome once it’s done.

Another awful thing with DSL: Bell thinks that their responsibility ends outside of your home. So they will charge you if the problem is inside, they even refused to verify their phone outlet! Videotron will take care of the problem for free no matter where it is. TekSavvy will troubleshoot the obvious first, to avoid sending a technician for something as silly as plugging your battery inside itself instead of the wall (yes it happened). Videotron’s technician wouldn’t charge you for making him come for that either, but Bell would make you pay. TekSavvy can’t afford assuming the costs to be able to give low prices, so if you want to avoid the risk, go with cable. If you have problems with TekSavvy’s DSL, blame Bell’s DSL, and get cable with TekSavvy.

I am absolutely in love with TekSavvy's people and I am proud to be with them. I read a few unfair reviews and wanted to clarify a few things. I feel that their prices are so low that even the worst case scenario (losing the Internet for a week sometimes) is still worth it!

I can accept the downside of having delays to get a technician; I can’t blame Teksavvy for it because:

1. The tech is from another company, so it'd be pointless to blame TekSavvy and switch to the company that is responsible for the bad service.

2. TechSavvy have to relay the information, so of course it takes a bit longer than calling the big company yourself and be treated like crap, but I'd rather wait...

3. They communicate with the companies that own the lines by email, so it's slower than by phone. But with how rude and unhelpful Bell was, I can't blame them. It might actually be more efficient since a text is right to the point and harder to argue against.

If you work at home, losing the Internet would indeed be devastating. Get cable, it’s more reliable, and hope for the best.

It’s not because the line broke that I switched to TekSavvy, shit happens everywhere, but because Bell were mean and bled me dry with hidden costs. Even the big companies can make you wait for too long... especially since they’re the reason for TekSavvy’s delays. But TekSavvy will gladly return your kindness with their own. They're geeks who love technology, not a money hungry version of the cookie monster.

They even agreed to send me their funny posters, if they find one, for my building's entrance :)

Happy people don't complain, so their score might not reflect what they deserve. Look at how many people are with them. It's higher for a reason. ^_^
You're so very welcome! I'm glad you're happy, but if you do in fact burst into sparkles I want pictures! ;)

I would like to clarify just one bit, as there was some discrepancy between what you heard from us and from Videotron.

No, your speeds on Cable are not shared. However, the network is and therefore how many people are using it at once could possibly affect the speed you see. It often doesn't, but that depends on the area and it definitely CAN.

Of course, at some point, all of the internet is on a shared network. DSL however, is shared further up the line instead of locally. There is more capacity further down the pipe so this is usually much less of an issue on DSL.

With that said, both services have their ups and downs but yes, if you've already had issues with Bell at your location a switch to cable is not a bad idea at all.

If you find you need anything at all in the future, feel free to reach out to us here.

Thank you, have a great day!

Keith
Rating:1
Service: cable
City: Laval,
QC

Wed, Dec 10,
2014

Thank you so much for your time, Keith and John! Your company replies more than others. I actually love to call TekSavvy for help; it’s so quick that I never needed the wonderful option to “press 1 to be called back without losing your priority”. But thank you for your link. ^_^

I think I found how to express why I'm so in love. No one is perfect but there's something special about TekSavvy. With Bell it felt like buying something from some big stranger far away, like being a over-milked cattle by for a few grains. But with TekSavvy it feels like being part of a kindred group as equals, even part of a family, and helping each other out by sharing resources: TekSavvy with their service and me with my money. The exchange feels fair, safe and warm. So it doesn't have to be as efficient as a cold machine, because overall it’s better.

Maybe I feel like I finally found a home because I’m a geek too, but anyone would enjoy the kind hospitality that you don’t find from the big giants with an hidden agenda (and extra costs). Those exploit employees in other countries with unfair wages to put profit before people, and their clients aren't treated better.

Someone with another provider wrote: "The big companies aren't eager to provide technicians to their competitors." So the delay issue happens everywhere.

I also read an article saying "An international analysis of how Internet service providers conduct their business has found that Canadian companies like Rogers and Bell rank among the worst in the world for throttling Internet access." They block most of your speed most of the time!!! That explains the lower speed problem that some people complained about, like gamers. (I have more than promised though.) The giants claim that it’s to fight piracy and avoid traffic congestion, but they offer to pay twice the price to end this bullshit, so I think it’s for profits. They even do it to the clients of OTHER companies who rent their lines, and those smaller businesses complained that they should handle their own clients and decide for themselves about throttling or not, but the giants refused… unless they paid double, of course.

That's hideous... I can't fully escape the big companies’ bullshit even with a smaller company, because they suffer from them too, but I enjoy the immense satisfaction that they're not getting my money! And I have a feeling that TekSavvy enjoy giving low prices to bask in the warm happiness of their clients, but also to have the pleasure of kicking the big giant’s asses, that fun is worth sacrificing some profits, that’s for sure! :) So there's no catch as far as I can see.

As for pictures of me bursting into sparkles, I don't have one, but I made an unofficial publicity with a photo of me disguised as Lincoln: "Time to free the slaves!" describing the free uploads for all and free downloads at night. And some other jokes on that page:

http://bananapoop.com/humor/demotivational/all-funny-pictures11.php#nextpart

Enjoy~ (and please don't sue me, it's just a hobby web site. But feel free to take my ideas. The Lincoln one is less crude than the others, the rest reflects how angry I am at Bell.)

I love you! Take my money~ Take my heart~ Take my soul~~~ :D
HA! I'll have to check out that site some more in my free time :)

The money we'll take.. If I could give every one service for free I would but such is the way of this world

The heart? Well... maybe I'll take a piece, it can often be pulled in many directions and I'd hate to hog it all and rob you of any other joy!

The soul? I appreciate the offer, but you can hold on to that, you never know when you might need it (besides, no deal with the devil here)! ;)

-Keith
Rating:1
Service: cable
City: Laval,
QC

Wed, Dec 10,
2014

I trusted my gut feeling: Bell was so aggressive and stressful that they gave me diarrhea. TekSavvy gave me a smile :)

When I called Bell to cancel, I was scared that they would screw up on purpose if I told them that I was changing for TekSavvy. So I just told them that I can’t afford internet anymore; to be extra clear I told them that I could barely afford feeding myself. They told me to buy the TV service too!!! Their logic was that I’d pay less per service if I had many… but damn, if the bill is higher I’m not saving money at all! I lose more money!!! I told Bell that I don’t have a TV at all, ha! It’s disgusting how much they’re aggressive to make sales. They didn’t even care if I starved!!! Seriously… damn.

The best price that Bell could give me “for my needs” was 60$ for unlimited, I was paying 95$ for it FOR NOTHING! They raised the price sneakily little by little over the years. TekSavvy can give me that for 40$. Their lowest bargain is for 75gigs of downloads (with the free uploads) but Bell is 25gigs and they count uploads too in that ridiculous limit! A TekSavvy employee told me that the price never changed in the past 2 years. My neighbor told me that Bell often add extra costs by “mistake”; he has to call and struggle to get a refund!

I thought that the big companies charged more to be able to afford taking care of the lines that they own and rent to TekSavvy… but Bell will still charge you for the technician anyway sometimes! So you pay in double! I’m done paying extras “just in case” something breaks, paying just for FEAR… The worst is being forced to rent a modem with Bell, paying for it for 10 years and having to give it back! With TekSavvy after you give them what the modem is worth you own it! I paid it in one shot.

TekSavvy also have a limit to how much extra fees they will charge if you go above your download limit. But with the email warnings, you’re safe. And by choosing cable instead of DSL, you can switch between plans for free. But unlimited is so cheap, it’s less than 15$ extra on speed 5… It’s not a joke but damn it’s funny!

Now that I’m with TekSavvy, I can finally laugh at Bell instead to cry~

Forgive me for being annoying with so many feedbacks, but I love you so much <3

I think you should mention the free uploads and downloads at night, in your page description of this site. Because you’re way better than advertised :D It feels strange to discover hidden kind gifts (with you), instead of hidden abusive costs (with Bell), but it feels wonderful! ^_^

Another wonder is with the speedtest: http://www.speedtest.net/
The uploads of torrents always affects the downloads, and will slow down browsing and gaming… But with Bell’s DSL, if my uploads were maxed at their 0.8, the speed test would give almost zero for the download speed too! But with TekSavvy’s cable there’s barely a difference! I still do limit my uploads under 10 if I want to benefit from my full download speed… but now it goes even beyond that! By sharing the network with others, my speed can be lower than 5 if there’s too many people to share it with, but I never noticed that, what I saw is that it can also go beyond!

I read a tutorial saying that the quality of the cable between the modem and your computer can influence the speed, and there are special cables for it. So you can verify that it’s not broken if you have issues. But I didn’t change the cable for a new one when I switched provider; my superior speed is all thanks to TekSavvy! I’m so happy with my new cable speed! It’s supposed to be the same 5 as Bell’s DSL… but it’s clearly better!

TekSavvy’s people are so adorable that I’d be gad to be with them even if my deal wasn’t superior <3 But it is! Oh yes it is~~~

I don’t get a reward for saying that, I don’t think they have a referral bonus, it’s just that if I don’t express how happy I am with them, I might really burst into sparkles :D
Hello,

Thank you very much for the kind words. I am very happy that you are enjoying the service and the speeds.

We do offer free uploads at all times, and during the hours of 2am - 8 am we offer free downloads as well. We also offer a new program called Zap the Cap. This is way to receive unlimited bandwidth all month in return for reduced speeds from 8pm - 12 am. This is completely optional and can be enabled through the MyAccount customer portal through www.teksavvy.com. It is just another neat way to receive unlimited bandwidth without upgrading your package.

At TekSavvy we do offer a referral bonus. For every customer you refer and they subscribe to Internet service we will add $1.00 discount to your billing statement for every month they have active service with us. The more people referred the more discount is added to your billing statement. The person being referred just needs to mention your name and account number when signing up and we will add the referral bonus to your account.

Thank you again for these kind words. If you have any questions please let us know. We are happy to help.

Regards,
TSI-Ashleigh

Rating:1
Service:
City: Laval,
ON

Tue, Dec 09,
2014

Hello again. No; I am currently served with DSL via Bell, and there certainly is no residential fiber availability here. Teksavvy is technically capable of providing service to my residence, but bluntly won't. The issue is a 'Stop Sell' order from Bell, which TSI is being very evasive about. I suggest you check your Customer Service logs for Sept 23rd, on which date I had this conversation with both CustSvce and a Manager. You'll find my coordinates there. If you'd like further information, which I'd be glad to provide, please drop a general contact TelNo/Email here, and I'll do that. Hello,

I would absolutely like to look into this for you. I'd be happy to clear up any confusion here as well as looking into this interactions to see how they could have been handled better.

Please feelsubmit a request here and select CanadianISP from the "Submit a Request" drop down menu. Feel free to put "ATTN: Keith" in your subject line as well.

Thank you,
Keith
Rating:Comment
Service: dsl
City: Belle river,
ON

Mon, Dec 08,
2014

I recently contacted TSI with a view to 'moving over' from Bell both my HmTel & Internet services. To my surprise, TSI declared they were 'unable' to service my area with DSL connectivity. I had to ask four times, and eventually speak to a supervisor to get an answer to a simple question; was TSI unable to provide their service for *technical* or *other* reasons. To my surprise, the answer was *other*, with the suggestion of a problem with their wholesale access to Bell infrastructure. Has anyone else encountered this issue and, if so, what is the real reason behind it? Hello there,

Thanks so much for your post!

Unfortunately I do not have your address information so I cannot confirm but I believe the likely reason is that your location may be served by Bell's Fibe service. If this is the case, it means that your location has fiber to the premises. Currently TekSavvy is not able to offer this service, however we are currently in discussions with the CRTC to get this approved.

If you ever have any other questions or concerns, please be sure to get back to us!

Best regards,
TSI Jon
Rating:Comment
Service: dsl
City: Lakeshore,
ON

Sat, Dec 06,
2014

Teksavvy drops the ball once again. I was originally set to have services installed in early November. It is now early December and my services are still not installed. "appointment dates" are inappropriately far away.

After a technician no-show and serious hampering of my travel plans, I was finally given an install date of yesterday. I had to arrange for my neighbour to be here because I work full-time. The technician came in, looked around, then said that he would come back tomorrow (today). Today, I get a call from Teksavvy saying that the earliest they can have the tech come is the 12th. Meanwhile I am spending astronomical amounts of money on my cell phone company to use my phone as an Internet hotspot to tide me over.
Hello there,

Thanks so much for your review! The feedback is always appreciated.

I do apologize for the mix up with the original scheduled date and that the technician was not able to complete his installation, but I would be glad to look over your account and ensure we've done everything we can do.

Please open a repair ticket with us here so we can better assist you.

Best regards,
Jon
Rating:-1
Service:
City: Québec,
QC

Sun, Nov 30,
2014

Nothing but horrible comes to my mind whenever I think about Teksavy professionalism and the quality of service they provide.

I do not do any downloading and nor any uploading. So, mostly what I do is reading articles, online research material, online books, etc. I am so frustrated, when ever I am working on this internet. I mostly get up at 5:00 am in the morning to catch up with my work and for last 10 months, I am so frustrated at the end i cannot think any more. Every time I send a complaint to these people, they come back with an email with all kinds of things-to-do before they can decide if I have a problem!! As a 'resolution' to my last complaint- the online 'support' person concluded that my computer is faulty!!
Now,I have stopped complaining, not that my service is improved; I have started looking for alternatives.
Good morning,

Thank you for your review. Sorry to hear of the service issues you have encountered. Your experience has not been typical of what we strive to provide for our customers.

We would like to review your account, to see where we might be able to help. Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to the opportunity to make things right for you.

TSI Alan
Rating:-1
Service: cable
City: Kitchener

Fri, Nov 14,
2014

Service is "OK" not exceptional or great - messed up my initial switch from rogers by a week without internet and heard the guy from TSL talking to me saying "hey you want TSL or not? cut the cheese - we made a mistake in scheduling with our service guy (rogers) now I will reschedule.." since I had no option I just had to be silent)- this was around 8th of Aug 2011.

Understand it was growing company and some CSR or tech support guy talking to me got the success to his head straight... Not the way I would talk to a customer when I mess up something.

Have been with TSL since Aug 2011 - great service when I started and continued until recently. Have been having issues since June this year and finally up to the point in Oct where I started seeing less than 1 MBPS down and 0.9 up - I reported and it took about 20 days for them to get rogers service my line, then try out different things and finally replace the modem as Rogers tech guy suggested on day 3 of reporting the issue. Similar instance in Feb of this year again that resulted in getting my modem replaced. Both the times the service was unacceptable for a long time, until I decided to report in. Yesterday when I spoke to someone to get pro-rated charges due to the long 20 day outage until the modem was replaced, though I mentioned clearly that it was not good for a long time, he apologized and got back to me mentioning that only the reported days will be refunded. The package I signed up for is not available anymore (28 up and 1 down unlimited) - how ever, I see that the price for my package was almost at par with slightly higher bandwidth.
I checked around prices and feedback on other providers (including the big 2)and Start and decided to switch to Start. My personal requirement is to have at least 50 MBPS down and 5 + up without cap and have the cost under $100 per month with taxes in. When I spoke to the customer service, the person was not even ready to explain any other option and just said something like "sorry we dont". If I were him, I would look into the usage and atleast try to convince with usage averages (went above 300 GB on couple of instances since 2011 on an unlimited plan) and give the flexibility to decide. The call was just 30 seconds long and I had to say thank you and good bye.

Now I feel that TSL is the next in line with big 2 and slowly losing the initial "good other guy" feeling (including in pricing). How many times have most of us experienced even the biggies cutting the BS for long standing customers and keeping them.. loyalty pays.. :) Seriously I thought that I would be with TSL for much longer.

Once I get my ISP switched, based on my experience, I will recommend my friends and family to switch to lower prices (no offence TekSavvy - have done the same favor to TSL when I switched in 2011 - and got my family and friends to switch from the big 2 - BTW Start called me yesterday to inform about the referral program.. :)).

End of the day - not paying the biggies any more directly and am switching to a reliable "next good guy" have been a cord cutter since 2011 - dont have anything (including cell phones or landline with either of the big guys and intend to keep it that way).
Good morning,

Thank you for your review. Sorry to hear of the issues you had with your service. This is not the typical TekSavvy experience we strive to provide for our customers.

We would like review your account, to have a closer look at where things went awry. Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to the opportunity to follow-up on this for you.

TSI Alan
Rating:0
Service: cable
City: Mississauga,
ON

Fri, Nov 14,
2014

BTW (since last review)when I cancelled on phone with a date - here is what happened with TSI.

Cancellation date - 13th Nov 2014 - service end date agreed with TSI on cancellation call - 28th Nov - when I asked about pro-rated charges till that day, TSI informed that since I pay as a pre-paid customer, they cannot reverse the charge based on pro-rated and have to pay up the full price till the end of the cycle. I only see this as a really unacceptable way of going around the CRTC's recent ruling of no notice period required ruling.

So my cycle ends on 15 of every month and when I get to switch my ISP on 28th of this month, I would have to still pay TSL for the more than half month. When I asked the person what other ways of payment options are available, she replied saying that only pre-paid!!!!!!! WOW.. TSI is learning fast from the big 2 to nickle and dime and squeeze the last drop from customers... TSI service was OK as I mentioned in my last review - however, the policies are merely mimicking what the big 2 have been doing and is absolutely not acceptable. I see TSI is playing catching up with the big 2.

This is one side of the story. The moment I cancelled my service, I wanted to check on my usage details and logged into my account see that there are no details available. When I raised a ticket, below is the response I received.

xxx x. Yesterday at 12:53
Hi xxxxxxx,
Unfortunately, the reason this has occurred is because you have placed a cancellation for your service. There is no way to restore the portal without first restoring the service. The moment a cancellation is placed, regardless of whether it is still active or not, this will happen as it is tied to the service.

Thank you,

xxxx
Online Services Associate
TekSavvy Solutions, Inc.

THIS IS UNACCEPTABLE - take customers money for services no more required and then remove online account access on the day the customer provides the notice.

TOO BAD..
Hello again,

As above, if you can send us a ticket with your account details, we will review this for you.

I would like to mention that our services have always been prepaid for the entire billing cycle. That should have been clearly stated at the time you signed up. We will look into the "no usage details" situation as part of our follow-up investigation.

Thank you.

TSI Alan
Rating:0
Service: cable
City: Mississauga

Sun, Nov 09,
2014

My service was supposed to be set up on Nov 6. The tech never came, forcing me to sit around at home all day for nothing. I was told someone would follow up the next day with a reason why. That never happened. To make matters worse, the next available appointment isn't until the 17th. I work from home and was really counting on having a connection, as my phone bill is getting exorbitant. I can't vouch for the quality of the internet services, but when it comes to setting it up, don't count on these guys. Hello there,

I apologize for the rocky start you're having here, definitely not the experience we would want for you. I'd like to have a look and see if there is anything we might be able to do to help smooth things out and get this going in the right direction. Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Feel free to put "ATTN: Keith" in your message and I'll have a look for you.

Thank you,
Keith
Rating:-1
Service: dsl
City: Québec

Fri, Nov 07,
2014

If you have perfect internet this may work for you, if your internet has some issues teksavvy IS NOT FOR YOU. They are robots, no customer service at all. In 6 months I've prob had at least 10 service calls. Most recently 2 no shows 2 nights in a row and their answer is to 'put in another request to reschedule sometime next week'. I'm very sorry to hear you've had such difficulty. Rest assured though, we are investigating everything that went wrong here for you and what all could have been done differently/better.

Thank you,
Keith
Rating:-1
Service: cable
City: Toronto,
ON

Sun, Nov 02,
2014

Wow....I am impressed with TS. I cut over from Rogers on the Sunday of the Thanksgiving weekend. I was expecting problems.....but my new cable internet from TS was up and working perfectly. I only had to hook up my TS modem and immediately I was sending and receiving....and streaming movies. I have had the service now for 1 month....no problems. Next month I am switching my Rogers Home Phone to TS VoIP service. I have several friends using TS VoIP and they have no complaints. Great service....and I am saving big money each month. Hello,

Thank you for your kind words - and welcome to the Teksavvy family!

Glad to hear your activation process went smoothly. We are here to help any time you have a question or need assistance.

TSI Alan
Rating:1
Service: cable
City: Brampton,
ON

Fri, Oct 31,
2014

I have been with teksavvy for about 4 years now. I have 6Mbps and 300gig cap, my monthly bill is about $45. this is simply no good, as I have never actually gotten over 3Mbps. I wanted to upgrade and teksavvy won't do it unless I pay another installation fee! highway robbery.... I am now in the market for a new provider. teksavvy will loose me as a customer over installation fees when I'm already a customer. other than that I have constant service interruptions, almost daily having to reset my modem, and because of that I have to reset my router, and all my services running from from my public IP. sorry teksavvy looks like a new company with unlimited will have my loyalty. Hello,

Thank you for the review. Sorry to hear you have encountered service issues. We would like to look into that further. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to getting this made right for you.

Thank you,
TSI-Alan
Rating:-1
Service: dsl
City: North york,
ON

Thu, Oct 30,
2014

I've been a TekSavvy customer for several years now. Cable internet has been fast and flawless. I've recently dumped Bell for TekTalk and again I am impressed. It's nice to have a knowledgeable alternative ISP. They are small, and growing fast so I understand any issues some encounter are often the result of a rapidly expanding company. Give them a chance and I'm sure you will be satisfied. Hello,

Thank you very much for the kind words. I am very happy to see you are enjoying the service and have been for many years. This is wonderful to see.

Thank you again for the great review.

Regards,
TSI-Ashleigh
Rating:1
Service: cable
City: Mississauga,
ON

Sat, Oct 25,
2014

******People posting negative reviews please let us know who you switching to.******* I bet it's Rogers or Bell. Had a friend without internet for almost two months with 3Web. I checked, all was good but couldn't contact/ping DNS. I would get an IP from 3Web though. Rogers (LOL) fixed it next day. I have been with Teksavvy for few years now. No issues. I wish they changed plans automatically when possible. I'm using 10-15 GB a month but get charged for 300 limit. There was no other choice at the time (it was 200 actually).Now they have cheaper 75GB plan. Also they have faster plans for the same cost as 6 mb I'm getting. They are getting to big and I'm hearing that from different people and places. After reading reviews I'm a bit scared to upgrade my plan. I do use internet for work. Cheers Hello,

Thank you for the review. Do you need assistance with your TekSavvy account? Please send us a message here submit a request here and select CanadianISP from the "Submit a Request" drop down menu.


Thank you,
TSI-Ashleigh
Rating:1
Service: dsl
City: Toronto,
ON

Sat, Oct 11,
2014

I ma very dissatisfied with the customer service there. Last month I asked to upgrade my service - same price, higher speed. I was told I needed a new modem (and bought one for over 100$), and a visit from a Bell technician. The very first thing that happened they charged my account almost immediately, however forgot to let me know when the service will be actually activated. I had to call to find out from some young person there that they planned the visit for September 26, but it didn't work out so they rescheduled it for Octber 10. Good thing I called to find out what kids are doing, eh? Yesterday, October 10 - I was home waiting for the Bell technician just as I was told I should. From 5pm to 9 pm patiently waiting... Nobody showed up. Today, the next day I get a call in the afternoon from another young person from teksavvy telling me Bell technicians could not get into a building... Wow, nobody bothered to call me to let me know they arrived. I was told Bell technicians are not required to announce their arrival. Okay, am I required to be a clairvoyant then? How do I know someone is at my door if they do not use my buzzer, call my phone or simply knock at the door??? Hello teksavvy, are you really tech savvy or perhaps tech challenged? Hello there,

Thanks so much for your review! The feedback is always appreciated.

I do apologize for the mix up with the original scheduled date and that the technician was not able to complete his installation, but I would be glad to get that rescheduled for you.

Please open a repair ticket with us here so we can better assist you.

Best regards,
Jon
Rating:-1
Service:
City:

Wed, Oct 01,
2014

It's been about three weeks with Teksavvy and yesterday, the internet stopped working altogether. The speed hasn't been up to par and if honestly three weeks in it stopped working, I wanted the situation sorted ASAP. I was told that if the problem was inside my house, Bell would charge me a fee for a technician, which is fair enough, however when I asked whether I would have to pay if the modem was faulty, I was told:

"Thanks for you question, If it is the fault of the modem you are still under warranty, so we will take care of that for you !"

However, in the next email, I was told:

"In regards to the equipment, if we send a technician out and the technician deems the modem is an issue. You will be charged the DMC as its an internal issue inside your home."

At this point I am beyond exasperated with this service, so all I want to do is cancel it as it has been under thirty days and pretty much any consumer law act offers you a full and unequivocal refund if you're not satisfied with a service within thirty days of the set-up. However, I am provided with this reply:

"e can certainly cancel the service however we are unable to give you a full refund as the service is active currently. To be able to give a full refund TekSavvy would need to be able to complete the troubleshooting and have your service fixed as per the terms and conditions read and agreed to. If the service is not active after we have a technician out to fix the service (if needed) at that time we can offer a full refund."

So, in short, in order to cancel this service, I have to sit around several days (without the internet I'm paying for) and wait for a Bell technician to show up, pay him (maybe) to fix the service and then I can get a refund? Not only is this entire situation preposterous, the terms of their contract are rendered null and void because under the Quebec Consumer Protection Act, you can cancel a subscription service within 30 days of signing up and you're eligible for a full refund, no questions asked.

This service is atrocious and I intend to file as many complaints as possible.
Hello,

Thank you for the review. We are currently helping you through our ticketing system and will continue to do so.

Thank you again for your review.

Regards,
TSI-Ashleigh
Rating:-1
Service: dsl
City: Montreal,
QC

Tue, Sep 30,
2014

I have been with teksavvy two weeks and the speeds are no where near advertised, I have the DSL 50 option and rarely get anything over 15mbps. Today my Internet flat out stopped working and I'm being told to pay some Bell technician to take care of it. At this point I'd mostly like to cancel my contract and get a refund of the 300 or so dollars I've spent on installation, first month and the modem because this is completely ridiculous. Hi there!

I'm sorry to hear you feel that way. I definitely understand your concern - not getting full speed in the first place is frustrating, and then no internet at all is even more frustrating. That being said, we do not charge for a Vendor visit - there is only a possibility of any charge akin to this one if a tech is sent out and there's no problem found on their network (ie the issue is strictly internal). Still, we'd be glad to take a look at this with you and get your internet restored and your speeds up to where they should be. I believe you may already have opened a ticket, but if not, please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thanks for your review and for all your time and patience! Best regards,

TSI Kris
Rating:-1
Service: dsl
City: Montréal ,
QC

Sun, Sep 21,
2014

I've been working with TekSavvy in one capacity or another for about 10 years. Back then they were a small company "for geeks", which accurately describes me. I loved working with them, though I was not able to get service with them for my home for the longest time for different reasons.

I've been a customer of their Cable service for about 3 years now but this is hardly the same company anymore. Right now TekSavvy has gone mainstream, it targets just about anyone on Bell and Rogers. They grew quite a bit in the last few years, too fast for their own good and it shows. Gone are the days I could just call and talk to the computer gurus running the network. I guess that was inevitable, but bad customer service doesn't have to be: nowadays I have to sit on hold for at least half an hour just to talk to a human being, and the human being is just following a script. There is no longer a single person willing to take ownership of your problem and help you drive it to resolution be it with Bell or Rogers. My experience nowadays is that TekSavvy has simply become Tier #1 support for whoever runs your infrastructure, with no option to eventually talk your way to Tier #2. Getting anything fixed takes longer just because your ticket is always being sent out to your carrier and TekSavvy makes no effort to follow up on your behalf. They just don't care, they are too big.

Still, the experience is largely positive: my service works a lot of the time, and I am a heavy user in every aspect of it. Billing is very predictable and I can get a pretty good idea how much traffic I make. I like that they are telling me about their planned outages. Overall, I would still work with them over Rogers, even if my cable is still operated by Rogers. However as time goes by and my needs grow, I begin to find there are cheaper and better-suited services available for me from small geek-friendly companies out there, which is what TekSavvy itself was not too long ago.
Greetings,

Thank you for your review,
We appreciate you taking the time for writing your review.

We would like to also thank you for being a loyal customer!

As you have pointed out in your review, we have indeed grown larger within the last 2 years. Due to increase in offerings and additional qualified areas for our service, we have undoubtedly grown to meet call volume levels. 2 years ago we had around 100+ employees. We now have 400+ employees and yet we are still struggling with our call volume, however we are constantly working to improve on that front.

When you contact our technical support, you are speaking to a Tier 1 technical support agent. Tier 1 is responsible for assisting with technical troubleshooting, diagnosing an issue and pushing a repair ticket either with our vendor or with our Tier 2 team depending on the issue.

I, myself am Tier 1 support, if you call us with an issue, our goal is to help you get back online as quickly and as efficiently as possible. If we cannot help you get back online after all of the troubleshooting is completed, we then submit a ticket to our vendor or tier 2 depending on the issue type for further investigation.

I am happy to read that your experience is still largely positive.

If you have any other questions please feel free to either submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu or call an agent at 1-877-779-1575.

Warm regards,
TSI Shawn S
Rating:1
Service: cable
City: Scarborough,
ON

Tue, Sep 16,
2014

Without a doubt the absolute worst ISP I have ever dealt with. Completely failed to deliver the service levels paid for, widely varying speeds with quad digit ping times and less than 1 mbps at random times through the day or evening and after extensive diagnostics, 100% Tecksavvy equipment and/or connection. They then require you to agree to be charged for having a technician investigate and if they determine it was not their line, YOU pay for them debugging THEIR problems. After reading the thousands of complaints, many to the CRTC and BBB, I would stay far from Tecksavvy Hello,

Thank you for the message. I think there is a little bit of a miss understanding with the fee to fix service. This fee indicates that if the issue is inside your home like the jacks, modem etc then the fee would apply. However if the issue is on the vendors network there is no fee. This is why we complete troubleshooting prior to opening a ticket so we know the issue ins't on your side. If you were offered a ticket then ample troubleshooting was completed and the issue diagnosed as not in your home. If the issue was in your home, we'd just tell you to fix it and not open a ticket.

If you'd like further assistance we'd be happy to help you. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,
Ashleigh

Rating:-1
Service: dsl
City: Squamish,
BC

Thu, Sep 11,
2014

TekSavvy needs more technicians during the back-to-school time. We have been waiting almost a week for the technician to come and set up our internet, and we were just notified that now the date will be pushed back more than a week later! If we had known sooner that it would take so long to set up, we would have chosen another company. Please work on this so in the future customers won't have to wait so long. Hello,

Thank you for posting your review.

We do apologize for the delay in set-up time. As a TPIA we rely on our vendors' techs to complete our installations. During this busy time of year, they are understandably in great demand. We are constantly working with our vendors to obtain the shortest wait times possible for our customers.

We certainly appreciate your patience and understanding.

Regards,

TSI Alan
Rating:Comment
Service: cable
City: Kingston,
ON

Thu, Sep 04,
2014

Up until about 2 weeks ago I was very happy with TekSavvy's service. Recently, they have let me down and not responded at all to requests for support on an already open ticket! I submitted another request for support and I received no answer again. It looks like I'm going to have to change. I'm very, very disappointed with TekSavvy. Hello there!

I'm very sorry to hear you've been having issues with your service lately, but even more sorry to hear that you've been having trouble receiving responses to your support ticket. I'd like to look into this for you and see if there's anything I can do to assist you. Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Feel free to put ATTN: Keith in the subject line and I'll have a look into this for you.

Thank you,
Keith
Rating:-1
Service: drydsl
City: Toronto,
ON

Wed, Aug 27,
2014

Have been with TekSavvy for over two years. Using cable-based internet service.
Lately their quality seems to be going down. Frequent connection drops, connection vanishing for 5 min or so multiple times every week sometimes multiple times a day. In these days where our Internet connection is critical (VoIP phone, Home Office, Netflix) an unstable Internet connection is just not acceptable.
Also their upload speed is terrible, often reminding me of "dial up" days.
Seriously thinking about switching.
Hi there!

We're sorry to hear about the issues you're running into. This isn't the kind of experience we want you to have and there definitely appears to be something weird going on. We'll be glad to work with you to get to the bottom of this, though, and bring your service back up to where it should be! Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu and we'll get this looked into for you? Thanks!

Best regards,

TSI Kris
Rating:-1
Service:
City: Mississauga,
ON

Mon, Aug 25,
2014

When the service works it's fine. As soon as you need to call support is when it starts to go downhill. Hold times have steadily increased in the past few years. Now trying to arrange a move order and it will be a month since my initial call before the switch will take place. Of course it's Rogers fault, nothing they can do. Hey there.

I'm sorry to hear about your negative experiences with our support. This is absolutely not the kind of experience we want you to have. A move order should not normally take that long to get taken care of. We'd love to investigate this a bit further, so could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thanks! Looking forward to getting this looked into or you. Best regards,

TSI Kris
Rating:-1
Service:
City: Kitchener,
ON

Wed, Aug 20,
2014

I have been with TekSavvy for a year and a half, and was very satisfied until recent developments.

In short, I moved at the beginning of the month and remain without service (16 days!), as they are incapable of securing a date from their vendor, Rogers, to visit and activate my services.

Aside from the annoyance of constantly calling and emailing them, being without service for this long, considering I have already paid for the moving costs, is unacceptable.

My recommendations to family and friends will cease here.



Hello,

Sorry to hear you have had a poor experience with your move order. We would like to look into what went awry with the process.

If you would kindly submit a request here and provide us with your account details, we will do what we can to get your service activated ASAP.

Thank you.

TSI-Alan
Rating:-1
Service:
City:

Wed, Aug 20,
2014

Overall very satisfied, takes a bit of time to get replies to emails but that's normal for any other company and if I was in a hurry I would just call them up.
I'm happy to say I never had to personally talk on the phone to anybody from Teksavvy, I did everything through their customer service's emails, from registering to moving and while there was a bit of an issue at the very start, it was because I had chosen a date that was too early and got that fixed up.
My main gripe with them, is their "one form does it all" BS, it's not adequate for many things, it doesn't have proper options to fill in when wanting to Move the service to a new location, forcing you to write as much as possible in their "comment" section of the form to tell what your new address will be and when you want it activated.
Other than that, I've been getting rock solid the advertised speed (20/10) at all times and only the Download counts toward the cap (300 in my case), not that I upload much to begin with.
Other than that, I've been a happy customer for nearly 2 years.
Just wish there was a faster, easy way to see my current bandwidth usage, instead of having to Sign-In every time to see it, like a direct link to the usage that I can just bookmark and access from anywhere without needed to sign-in, we can somewhat do it with the old videotron extranet
(https://extranet.videotron.com/services/secur/extranet/tpia/Usage.do?lang=ENGLISH&compteInternet=VL***** )
but it's not accurate to what Teksavvy charges you, it seems to put an extra in downloaded data. (Extranet says I downloaded 255GB last month, yet teksavvy says I only downloaded 211GB, big difference)
Hello,

Thank you so much for your review. I'm very happy to hear that you've had our service reliably for so long. :)

In regards to our Change of Service form, I'd first like to say that I appreciate your honest feedback. I can also completely understand where you're coming from. Unfortunately I cannot give an ETA as I myself do not have one, but I can assure you that this form is being updated in the near future and more are being added to ease these processes.

I'd like to thank you again for your honesty in your review and for your kind words about the service and processes surrounding it.

If you ever have any questions or concerns, please follow the link below to contact us in a more direct fashion. :)

https://help.teksavvy.com/hc/en-us/requests/new

Best regards,
Jon
Rating:1
Service:
City: Montreal,
QC

Thu, Aug 14,
2014

We decided to sign up for a Teksavvy's DSL plan because of some of the positive reviews we read and the reasonable price for their service. However, our experience with them so far have been nothing short of horrible.

My husband and I paid for service and received a confirmation on July 28th, yet we had to wait 11 days before a technician could come to set up the internet. We were disappointed by the long wait but since we had already paid the activation fee and first month deposit we figured we had no other choice. However, this was just the beginning.

Four days after the day of the "activation", we still had no connection. We spent hours on the phone with tech support people who tried this and that with no success, all saying at the end that they have to send another technician in the next 2-3 days to try activating again... We were also told that if the fault was with our modem (which is brand new and we were told prior to that by tech support that this modem should work), we will be charged $80 for the technician's time.

At this point, my husband and I had enough of it and we wrote to customer service to request cancelation. Had to wait another 2 days (because it was the weekend) for them to respond, only to tell us that we needed to call them. And we did-immediately. The first agent we spoke to was extremely rude and tried to put the blame on us. He spoke in a patronizing tone and told us that they can cancel the contract but that they cannot reimburse us for the activation and the 4 days that we had no service! We were really getting frustrated by this point and asked that we speak with a manager. He would not connect us to a manager at first, stating that the manager would just say the same. He also told us and I am quoting his words here: "Customer is not always right!"

Looking back on this, I believe that he really revealed with this statement what, the company's philosophy is. Anyway, there is more to this story...

We were connected to a manager, who sounded more respectful on the phone but kept restating the same things like the previous customer service associate. He also told us that they cannot control the dates of installation (they depend on Bell for this), apologized but yet said that they cannot refund the activation fees. We saw that there was no point in us continuing this conversation and requested that he cancel our service effective the 8th, which was the date we were supposed to get service. We also told him that we will dispute the charges via our credit card but he did not seem to care. He said that we were tied by a contract but we argued that they were in breach of contract, as we are paying for a service that they had not provided. He kept blaming our modem (which is new, ADSL 2, as stated above).

An hour later I received a confirmation for the cancelation of service, which had the date of that same day (and not the 8th)!!! They charged us for the days we had not had service and the activation fee, too. Unbelievable! But what came as an even greater surprise was that right after I received the cancelation on my phone, I looked over to our router and we had Internet connection! This really was too much of a coincidence... We were angry but since we needed the internet service and did not want to wait again, we called back and told another associate to just leave our service active.

Until today, we have not received a credit for our 4 days of no service and, dare I say it, an apology for the way their customer service reps treated us. I hope that no one else would have to go through this kind of experience again!
Hello there,

"I hope that no one else would have to go through this..." I couldn't agree with you more and I'm sorry that you had this experience as well.

It sounds like you are online now and the service is okay; however, if you don't mind I'd like to ask that you lease submit a request here and select CanadianISP from the "Submit a Request" drop down menu. If you could provide us with your account information I'd like to look into what happened here.

Thank you,
Keith
Rating:-1
Service:
City: Dundas,
ON

Tue, Jul 29,
2014

Outages are rare. Speed is fabulous.
No complaints.
Hello,

Thank you for the review. We certainly appreciate it!! Happy to hear your enjoying the service.

Please enjoy the service!

Thanks again
TSI-Ashleigh
Rating:1
Service:
City: Ingersoll,
ON

Mon, Jul 28,
2014

Been with Teksavvy for a while. Bell recently upgraded my neighbourhood, so I didn't hesitate to upgrade my speed with TSI. After a week of waiting for the install confirmation, I called in, and was chided that it wasn't really that long, since Bell doesn't work on the weekends. 5 business days is a very long time to get a confirmation that the install will happen. Nonetheless, I agreed to wait. The next day, I received an email indicating that the response was taking longer than anticipated, and I would be updated every 48 hours. The date of the last of the three install we agreed to passed the following day, unacknowledged by TSI or Bell. No update email after 48 hours, as promised. The third day after (a Sunday) I received an update that the install had been set by Bell for Tuesday, and instead of the morning afternoon or evening windows, this appointment was 8-5 - while I am at work.

I know TSI reads these. I cancelled my install and I will be cancelling service. When I can go to a Bell retailer and walk away with an install appointment in real time - not wait 11 days for one, in which your employees only explain that there is nothing that can be done, and that it's Bells issue - this is your issue. You operate in an environment that is unsustainable if you really have no control over appointments for installs or service. This is crazy. Bell treats their own direct customers far better than their indirect customers. Customers of wholesalers are still a profit centre, and shouldn't be subjected to a scheduling hell that I have gone through. 11 days to install is abysmal - but I waited 11 days to get an install date.

I get you are at their mercy for confirming appointments, but my priority, given I am paying the same technician fee a Bell sub pays, shouldn't be different. Sadly, on the Internet, I'm a second class citizen. And that is unacceptable.
Hi there,

First off, I'd like to sincerely apologize about the experience you've had with us. Vendor delays can definitely turn into a serious issue, and it's something we're working to improve for our customers.

If you'd like to discuss this further, please feel free to open up a ticket at help.teksavvy.com , and we can go from there.

Thank you again for your review, as it'll help us better our processes for next time.

If you have any other questions or concerns, please let us know!


Regards,
TSI Joe-C
Rating:-1
Service:
City: Niagara falls,
ON

Mon, Jul 28,
2014

After waiting for over 3 weeks, I still do not have Internet. After a few try and fail from their part, they are trying to schedule and install and have a reasonable delay, it would involve me missing a half day of work. They do not understand customer service. They have no control over their network and it creates unreasonable delay. I am cancel this contract since they do not seems able to provide internet. Good morning,


I would like to start by apologizing about the delays you've experienced with us. It's something we're always looking to improve, so your feedback is always welcome so we can better ourselves for future interactions.

If you'd like to discuss this issue further, please feel free to open up a ticket at help.teksavvy.com. We would love to speak to you about these delays you're facing.

If you have any other questions or concerns, please do not hesitate to let us know!

Thank you again for your review.

Regards,
TSI Joe-C
Rating:-1
Service:
City: Gatineau,
QC

Sun, Jul 27,
2014

Disappointing Customer Service Experience

On July 22 I called in to set up cable internet, after which time I received a technician installation confirmation date by email of July 26 between 2-5pm, advising that the tech would call within the window when they were on their way. I rescheduled my previous plans around it and waited.

After 5pm and no call, I called back to customer service, who advised that my installation date was actually July 27 and the date in the confirmation email was a typo. Then I was informed that it was “okay” since I didn't miss my actual install date and when I expressed my frustration at this attitude - being that I had been inconvenienced and put off by the poor experience so far - the customer service rep “offered” in the most patronizing tone that if I'd like to they could push my date back 3 more days as would be the procedure if I had missed the appointment of my own fault.

At about this point I laughed in disbelief, speechless, and they said something close to “I'm not sure what the problem is because I can hear you giggling”. The entire exchange was a stunning display of poor customer service, my situation and frustration was minimized and mocked by the rep, who when I asked about compensation said that they “don't do” compensation, and there's nothing to compensate since my date wasn't missed, I was just informed wrongly because of human error. Eventually they said I might be able to get a bit more than a dollar back if I brought the issue up after the actual install.

I just found that stunning - beyond just the “I see nothing wrong, sorry not sorry” attitude that particular rep had - that the protocol of the company is to not empower the reps to offer any reasonable compensation to keep a customer happy. I have worked in sales and customer service for 7 years and I suppose I have an idea of higher standards.

Needless to say I asked to speak to the supervisor, who repeated the same company “policy” but in a more professional and empathetic manner. Totally unimpressed having this be my first experience as a new customer, I asked if I could cancel my service and get a refund, and was told I couldn't because they needed 48 hours notice before a technician appointment to cancel. If I had known the service would be so bad 2 days before, I certainly would have cancelled. If I hadn't called in I wouldn't even have known the “true” date of the install until they'd contact me to say I missed it and reschedule, so I was doing someone's job for them, and some good it did me.
Hello,

Thank you very much for getting in touch!

We're so sorry about the experience you've had with us thus far.

This is definitely something we would like to look into for you! If you could please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you again for getting in touch, and we're looking forward to speaking with you directly about this!

Regards,
TSI Joe-C
Rating:Comment
Service:
City:

Fri, Jul 25,
2014

Worst. Service. Ever. Since December 2013 I have been unable to get a stable connection to ADSL after switching from legacy 6MB to 15/1. Setting up that connection was an ordeal on its own (see review from December 18, 2013 Richmond Hill, ON).

The short of it is that I was getting synchronization issues and intermittent disconnections. Four modems, three routers, multiple phone cords, testing on different jacks and countless hours wasted on the phone with tech. support and I still don't have a solid connection.

Though there is a curious thing to this ordeal. Bell came out to fix the line on an open ticket on June 24, 2014. From June 24, 2014 - July 9, 2014 I had a rock solid fast line. On July 9, 2014, I called Teksavvy to credit me for the downtime. After getting into a short dispute with agent and manager, credit for 14 days was given. FUNNY THING though, on the evening of July 9, 2014, shortly after my dispute with Teksavvy, my service started to intermittently drop. Since that time, I have not had a stable connection including the line disconnecting 5 times in 8 minutes.

Fix my line or pay someone who knows what they're doing to fix it.
Hello,

Thank you for your review.

We do apologize for the issues that you are experiencing with your service.

We would like to have a look into this for you. Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

We look forward to assisting you.
Regards,
Shawn S
Rating:-1
Service:
City: Richmond hill,
ON

Thu, Jul 24,
2014

When I read positive comments I have a strong impression that these comments written by the associates who responded them.
Starting June 2014 and up to now I have a problem with cable internet during 18 days total. More than 3 years with them and always the problem comes when Teksavvy upgrades the system. Technical team always starts to blame my router and other network parts but always problems came from their or Rogers's end. I was compelled to test by myself modem connected just to PC and wall jack WITHOUT router and other stuff and the numbers were not as it should be. By the way this is new modem that I was enforced to by from Teksavvy. Every next technician comes with new ideas about the problem source but these ideas are in the contrary with ideas of his previous collegue. Some of them just close the phone when stack with no fresh ideas (it happened twice to me). Just tired of them.
Strongly disagree with their slogan they are different good way. May be few years ago but not now for sure.
Hello there,

Thank you for taking the time to write a review, We are sorry to hear that you are having many issues with your service. We would be happy to get this sorted out.

Could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu? We would like to look into this for you.

Regards,
Shawn S
Rating:-1
Service:
City:

Tue, Jul 22,
2014

You know when I see positive comments on this page I fill sort of envy because in my case there is completely opposite story in term of service and technical support quality (according to my experience just no such things). I'm more than three years with Teksavvy, regularly having trouble with internet (interruptions, unable to complete download etc.) It ALWAYS happens after system upgrades (receive notification so can make such a conclusion) and ALWAYS with the same pattern. Three years ago problems resolved quickly, now within 10 days and with Rogers participation. But last time Teksavvy denied to resolve the problem blaming me that I have wrong network (notably power bar and router) and advised me to use my just PC and wall jack. When I tried to re-ask my question why the same configuration worked perfectly all that time and the problem starts after Tecksavvy upgrade the person stated that the conversation is over and closed the phone. So I could not even finish my speech and tell him that the interruption happened few minutes later when router was excluded and PC connected directly to the jack. Previous reps guessed that the problem was with Rogers splitter (like it happened 1 month ago when problem was successfully fixed last time with a week). What to do if the situation looks like witch cirle: I have service interruption every 40 minutes to 1 hour, Teksavvy cannot help stating that Rogers does not find any problem, reps close the phone calling themselves 'responsible adults'. So I just can congratulate myself that instead of one notorious Rogers we have another one... Not too many? Hello,

Thank you for your review, I'm sorry to hear about your experience.

If you would kindly submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu. I'd like to have this problem looked into for you.

Regards,
Shawn S
Rating:Comment
Service:
City: Toronto

Wed, Jul 16,
2014

I have been with TekSavvy for 4 years , at 3 different locations. The only issue I have ever had with them was at the third locaiton with an installation that was delayed twice due to rogers installers not showing up.

I consider that to be more of a Rogers issue and the fact that I was trying to get an install date on a Saturday (I would suggest a weekday install day whenever possible).

I have worked for ISP's off and on for 20 years. An I must say that these are the ones that *I* recommend, and I'm a real pain.
Hello there,

Thank you for being a loyal and valued customer! I would also like to thank you for taking the time to write your review! I am pleased to read that you are enjoying your service. if you ever require any assistance please feel free to submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Regards,
Shawn S
Rating:1
Service:
City: Toronto,
ON

Sun, Jul 13,
2014

DO NOT GET INTERNET THROUGH TEKSAVVY.

The expected installation date was the 5th of July. It is now the 13th of July and after multiple inquiries, they do NOT REPLY TO EMAILS, and answer vaguely on the telephone blaming Videotron for all their problems.

They even called me during work to ask me my apartment number, somehow trying to push the blame on me. I went to check my bill and the apartment number was written perfectly.

Their service is cocky and not acceptably bilingual. I called Videotron, and they said they could install the Internet in less than 4 days. I'm trying to get a refund, but they refuse. Ridiculous.

I can wait to see what they're gonna reply on the side of this comment. Do not read it, it will be some cocky automated response.
Hello there,

Thank you for taking the time to write a review!

I certainly apologize for the inconvenience that you have experienced.
The expected date you are asking for is tentative and is not set in stone until the vendor confirms. In this case the vendor confirmed the 13th as the earliest available date. Our vendor is the one who confirms dispatch date. We have no control over this portion of the order. All we can do is request a tentative date and await a confirmed date from our vendor.

I apologize if this was not made clear at the time of order.

I cannot guarantee a refund however, we can look into this further for you. Please submit a request by clicking here and select CanadianISP from the "Submit a Request" drop down menu.

Thank you
Shawn S

Rating:-1
Service:
City: Montreal,
QC

Fri, Jul 11,
2014

I have been extremely happy with my services from Teksavvy over the time I have been with the company. When I first came to Teksavvy one of the IT people even called back on a Saturday to make sure everything was ok.

I am moving less than 10 min away and due to my satisfaction with Teksavvy I thought it would be a seamless move. I did expect a fee to send over a technician. However, I did not anticipate having to change modems and having to make a significant change to my monthly plan. Currently, I am on Cable 6 with 300 GB paying under $40 incl tax. I am a little upset over being forced to go with Cable 10 and only 75 GB for basically the same amount. I wish there was more customer loyalty on the company's part. If it's possible to give customer referral discounts then I don't understand why some type of discount or "grandfathering" of plans can't be placed. I understand that new modems have to be changed but had I not moved I would still be allowed to use the previous modem. I guess I am more upset because I have raved about Teksavvy and even sent new customers to them via forums and word of mouth but simply moving means that I pay the same amount for less service. OR at least that's how I feel. Now, I have to worry about going past 75 GB if I remain with Teksavvy.

Does anyone recommend another ISP or is this really my only option?

I really do want to stay with teksavvy and in all honesty, this is the only time I have ever been disappointed with the company. I am just unhappy with the options I am faced with and the repetitive response from CS reps that it's really not their fault and they can't do anything about it.

Thank you!
Hello,

Thank you for the review. We certainly do appreciate it! New cable packages were recently introduced by our vendor making most of our current packages obsolete. For anyone that was on the current packages they were grandfathered into these packages and can keep them however if you are moving we cannot move these packages with you as they are no longer available for us and our vendor is no longer offering them. You would need to choose one of the currently offered packages to go forward. This is why you need to change your package when you’re moving. We do apologize for this inconvenience.

If you have any further questions please let us know. Thank you again for this review!!

Regards,
TSI-Ashleigh
Rating:0
Service:
City: Markham

Wed, Jul 09,
2014

I ordered 15 Mbps Down / 10 Mbps Up with Teksavvy. They sent me a Bell technician after 9 days of payment in the morning. The technician worked for more than 3 hours and then he left my flat without internet service to be worked on Teksavvy modem (His Bell modem was working perfectly). when I called Teksavvy they told me please wait for the activation of your service and it will take 24 hours. So, that is the first complain because they told me before signing with them that the service will work with me when the technician comes.

At night, the service worked but with speed of 15 Mbps Down / 1 Mbps Up. So, this is the second complain. I paid for 10 Mbps Up not for 1 Mbps Up. I made alot of calls with them to solve the problem with no solution.

The next day, the service disconnected. So, this is the third complain with alot of calls.

Now the actual speed is 2 : 7 Mbps Down / 1 Mbps Up for now (of course I made all the tests without making any other activity over the internet). So, this is the fourth complain.

I tested the speed for several times on several sites and I attached it. I really want to refund my money but they said "no we can not refund your money"!!!!

I do not recommend Teksavvy at all.

I made alot of calls with Teksavvy and Bell. Both of them told me we can not give you more than 1 Mbps Up!!!
Before signing up Teksavvy said to me it will not be 10 Mbps but 8.8 Mbps!!!
WOW Teksavvy was very accurate to mention the 0.8!!!
Everything is going bad with both of them...
Also the service is always very slow.
Now for the moment it is 2 Mbps Down / 1 Mbps !!! (There is no downloading or any other internet activity while testing the speed + I tried alot of testing servers with the same slow speed)
Hi Raphael,

Thank you for your review here, too. I'm sorry to hear about all the issues you've ran into but I assure you we want to look into this and make this right here for you. Could you please open a ticket with us by please clicking here and selecting CanadianISP from the "Submit a Request" drop down menu? That way we'll be able to see what happened and get things corrected.

Thanks and best regards,

TSI Kris
Rating:-1
Service:
City: Saint lambert

Thu, Jun 19,
2014

Call them June 14th to switch over from Rogers and spoke with a very nice rep who only had one plan that would work for me. seemed like it was all going to be nice and easy to switch so I called rogers to cancel and had to pay a fee (one reason I wanted to leave)

Jun 17th I called Teksavvy back to sign up and I am told those plans changed on the 15th of June! Spoke with a manager and was told they aren't willing to do anything and that the last rep should have told me.
Not sure why they don't inform their reps of upcoming changes to their plans. The new plan is 20% more expensive.

Absolutely horrible customer service from them the second time around and amazed they weren't willing to honnor what they said 3 days prior. It seems like the second set of reps including the manager were jist as rude as the average rogers employee. Now I am stuck with 150$ cancelation fee and off to look for a new ISP.

I can't speak to thier speeds or anything like that as I never got the chance to use them.
Hi there! Thank you for your review. I'm sorry to hear about the plan changes happening after you decided to join us but before you were able to actually place the order. We would definitely like to look into what happened here and see if there's anything we can do for you as this is not the experience we want you to have. To do so, please submit a request here and select CanadianISP from the "Submit a Request" drop down menu.

Thanks,

TSI Kris
Rating:-1
Service:
City: Toronto ,
ON

Wed, Jun 18,
2014

I recently purchased a service from TekSavvy and on the activation day, even though the modem was set up correctly, I wasn't getting access to internet so I called for technical support. Even though it took some time to figure out what the problem was - which would have normally bothered me a lot - I was still very satisfied with the service I received. I spoke to a person named Scott and I cannot thank him enough for his help, patience and especially for giving me the best customer service I ever had in my whole life - to a point where I was almost disappointed my issue was resolved (haha!)- I wanted to send an e-mail to TekSavvy to say how much I appreciated his work, but I didn't really find where it would be best to do so which is why I am posting here today. :) Thank you Scott! Hi there!

Thanks for your review! I'm glad to hear everything is going well for you despite some initial hiccups. I'll make sure to pass along your feedback regarding Scott so that he and the team hears about it!

If you need us for anything, please feel free to give us a shout at 1-877-779-1575 or via email at support@teksavvy.com or finally through our help desk system by clicking here and selecting CanadianISP from the "Submit a Request" drop down menu.

Thanks again! Best regards,

TSI Kris
Rating:1
Service:
City: Grand falls,
NB

Mon, Jun 09,
2014

i have been using using the service for one year now and i would like to give my opinion about teksavvy. i am very grateful i chose teksavvy it is a piece of mind for me in terms of cost, reliability. never had any issue with my service. everything been going smoothly.i would like the teksavvy stuff foe the great service i have been receiving. i will recommend your company to everyone as much as i can. Hello there,

I'd like to thank you for taking the time to give us such a great review. We are always happy to see our customers satisfied with our services and support and the feedback is always appreciated.

If you ever have any questions or concerns, please don't hesitate to contact us.

Best regards,
TSI-Jon
Rating:1
Service:
City: Windsor,
ON

Sun, May 18,
2014

I have been a long time TekSavvy customer and would give it a 5-star rating. Their customer service is excellent. I never had any issues with service, billing, etc. I am with them for over 7 years (home phone and DSL) and my rates have never gone up. In fact, they reduced the DSL rates a few years ago.

I have referred couple of family members to Teksavvy and they are happy with them as well.

I recently upgraded DSL to 15/10 and it was a painless process. Everything was done as promised including the technician arrival time.

A general note regarding internet speed: The tech who came to upgrade DSL told me that he set the speed a little higher (16+) and showed it to me on his device. He said that it is being done for new installation as internet based speed tests measure the speed about 1-1.5Mbps less what it actually is. I did the speedtest and I get 15-15.1 at that time.
Hello,

Thank you very much for the wonderful review. I am very happy to see you have been enjoying our service for many years now with no issues. This is fantastic to see. I am also very thrilled to see your upgrade went smoothly for you.

Thank you again for your continued support and thank you for this great review!

Thanks again,
TSI-Ashleigh
Rating:1
Service:
City: Waterloo,
ON

Sat, May 17,
2014

Overall I've had at least 3 years good service with TekSavvy. No surprise billings (no obscure charges, no double billings, and no unexplained overages). I have clear, easy, access to my bandwidth usage month-to-month.

I've be a subscriber for over 3 years now. I find the cost good, and the service generally good too.
I have 10/1 300gb cap service. My actual goodput is about 8.8m/840kbps on a good day. I say "on a good day" because have some issues with the way bell installed line entering the house.

Glad I switched.
Hello,

Thank you for your review. Glad to hear you have had a good experience with the service. We strive to keep our billing process along with our tracking tools straightforward to use. It's part of being different in a good way!

Regards,

TSI Alan
Rating:1
Service:
City: Hamilton,
ON

Sat, May 17,
2014

I'm the last poster from Hamilton, with over 3 years service.

3 years were at 6/1 UL, and it's only been this year that I upgraded (after January).

Also... TSI agent get the isp info updated. You provide 25/[1?] (DSL) and 25/10 (VDSL), but it shows best speed as 6 dsl.
Hello again,

Thanks for your update. Our qualifying portal can get out of sync with DSL infrastructure upgrades on occasion. We work diligently with our vendor to ensure the latest changes are made available to us in a timely manner, but in your case, one clearly slipped through the cracks.

Our apologies for any confusion and inconvenience caused.

TSI Alan
Rating:Comment
Service:
City: Hamitlon,
ON

Thu, May 15,
2014

Been with teksavvy for quite some time now and have decided to upgrade my speed. They allow you to make this change through their portal but when I did so it seems to not go through, even though I got an email asking if the upgrade was what I wanted to do in which I replied yes. On the day it was suppose to be upgraded I decided to call cause no one came to find out the the order didn't go through. So spent over an hour on the phone with a rep to then make a full payment and was told the finally after another week everything is fine and my upgrade will go through. Now the day comes for my upgrade(week 2), and I call cause no one stopped by to find out that again they messed up and apparently the rep I spent over a hour of my time with didn't put my order through and now I'm going to have to wait another week again for it to go through. What's the point of having theses services and spending all this time to have someone say "sorry but nothing we can do, your just going to have to wait again even though we made the mistake". Very disappointed with the service and fake apologise Hi there! Thanks for your review. I'm sorry to hear about all the issues you've ran into with this upgrade and I assure you this is absolutely not the experience we want you to have at all. We'd love to investigate this a bit further and make sure that we get this corrected for you right away. If you don't mind, would you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu?

Thanks again for your comments. Best regards,
TSI Kris
Rating:-1
Service:
City: Toronto,
ON

Thu, May 01,
2014

Teksavvy customer service is horrible. They promised me a package, told me I had to purchase a new modem to receive it--so I do, for $100. However, a year later, they still haven't upgraded my service, so I email to ask why and their reply? No apology. Just a list and an offer to sell me another modem! After a number of emails, a manager calls and say: "It's your fault. Yes, you bought the modem, and yes you phoned in for a modem swap, but we have no record that you actually ordered a new service. So I'm not sorry, we did nothing wrong, you did... And, now, because you called in to complain, we are now raising the price on your current service. Have a good day."

Wow! (And yes, they did raise my price because I called in, and then said, "Have a good day!")
Hello there,

Thank you for taking the time to share your experience here. I'm very sorry to hear you've had such a poor experience and would like to look into this further for you.

Could you Please submit a request here and select CanadianISP from the "Submit a Request" drop down menu. Feel free to put "Attn: Keith" in your subject line and I'll have a look.

Thank you,
Keith
Rating:-1
Service:
City: Chatham,
ON

Thu, May 01,
2014

I am the previous poster from Chatham, who left a negative review of customer service. However, in a very quick time Keith from TekSavvy replied to me and looked into my concern, and worked to resolve my issue, AND restored my view of this company completely. So thank-you Keith... and here is my positive review. It was my pleasure to assist you. More importantly thank you again for giving me the opportunity to look into things for you. :)
Rating:1
Service:
City: Chatham,
ON

Tue, Apr 29,
2014

I switched over from Velcom awhile ago and service has been pretty good. For the most part I get speeds about where I should be. I had a few problems getting the zyxel to play nice with my Cisco, and after messing around with refresh rates and other settings I finally got it to go. Tech support has been nice, knew what they were doing and were patient as I kept running down to my basement to apply settings. The one thing I don't like is how unlimited downloads ends at 8. On weekends when I'm going to be downloading I'm not going to be getting up that early. Overall I'd recommend them. Hey there!

Thanks for your review! We're glad you're happy with us and that our tech support team got you up and running. I'm also glad to hear that you had such an excellent experience with our tech support.

In regards to your unlimited bandwidth question, I'd like to highlight the option of Zap the Cap! This feature works for 300GB packages. For a slowdown between the hours of 8 PM and 12 PM, you get unlimited bandwidth 24/7. Just an option to keep in mind!

Again, thank you so much for you review. Please don't hesitate to reach out to us if you need anything!

Best regards,

TSI Kris
Rating:1
Service:
City: Mississauga,
ON

Sat, Apr 26,
2014

I switched to teksavvy 6 months ago and have been very happy with their product. The switch over was a little onerous, but that was more due to having to coordinate between two different isp's than with anything about teksavvy. The connection has been great, and tech support better. Slowdowns have been non-existent compared with when I was with Shaw. However, while their website appears to have been updated to make contacting teksavvy much easier, they still have communication issues with the West Coast. About a month ago my credit card company sent me a new card, as they do every so often. I immediately contacted customer service to change my billing info. I was promptly told to call accounting, and that they couldn't transfer me. I immediately called the phone number provided, only to find out they were closed for the night. Accounting has great hours of service, till 800pm. Only, that is 800pm Eastern Standard Time, making their close time 500pm Pacific Standard Time. I left a message explaining what I was calling for, repeated my phone number twice, and asked for a call back. I then followed up with an email. After a week, I received no response. I attempted a call again, but Saturday is not a work day for accounting, again I left a similar message, explaining the issue, repeating my phone number twice, and asking for a call back. Again, I followed up with an email. After more than a week, no response. I attempted a third call, but found the time difference just too hard to overcome. so I left a third message explaining this is the third phone call, what business I would like to discuss, repeating my phone number twice, and asking for a call back. Again I followed up with an email to ensure any contingent situations with any one means of communication were mitigated with a redundancy. Then I gave up in frustration. I have just received a 1 day notice final email telling me that they will cut off my service within one day if payment of my overdue amount is not paid. I noticed it in my spam filter, and checked, the filter has been filtering my invoices, which contain the info needed to setup an online account with them to do things like change billing info, switch email addresses, and the like. By good fortune I happened to go into my spam filter and notice because neither myself, nor my wife have received phone calls, a voicemail, or even a text following up any overdue notice. Now, they have threatened service cancellation. The newly discovered invoices, were critical however, as they contained the information needed to create an online account to do things like change billing info unilaterally and change contact information. Which I did, but again, it was after accounting has gone home for the weekend. So now I am waiting for my service to get cancelled. Thanks Teksavvy, you couldn't return a phone call. Hi there!

Thanks for your review! I'm very sorry to hear about the issues you've had reaching our accounting department. I assure you that this is not the kind of situation we want to see our customers in. We will do everything we can to get this resolved for you right away. I am however glad to hear that the connection itself is great for you. If I am not mistaken, you have already opened a ticket with us and you should see a response by now.

If you haven't, please don't hesitate to reach out to us here and select CanadianISP from the "Submit a Request" drop down menu. We will get back to you as soon as we can. Thanks!

TSI Kris
Rating:-1
Service:
City: Abbotsford,
BC

Sat, Apr 26,
2014

To all those complaining about Teksavvy's visitation by a technician services, don't blame teksavvy, blame ROGERS COMMUNICATIONS WORKERS who treat TEKSAVVY customers like dirt and it's TEKSAVVY that get's the short end of the stick, so please consider that next time any of you people leave a comment. Do a little investigation before publicizing issues that make Teksavvy look like the bad guy here, and i myself have been a long time customer, and this for me is a very good ISP to be with in terms of customer service. Even with the actual cable service, rarely has it went out or been bad, i guess it's because i'm right in toronto city.

Either way, Teksavvy is why i left Rogers. At least the guys and gals at Teksavvy care more about keeping the internet from being destroyed by anti-net neutrality types then most ISPs in Ontario
Hello,

Thanks for your comments, it's much appreciated.

You are correct that many users are misinformed, but you may also need to understand that not everyone is aware of the ins and outs of how TPIA providers work. Most people who do comment do it as they see the service installed. That said, we still do appreciate you positive comments towards us and showing how you have our backs! We always to have our customers backs as well, but sometimes knowledge is not always readily available to others.

Thanks once again for your support throughout the years & your positive feedback.

Best Regards,
Martin
Rating:1
Service:
City: Toronto,
ON

Fri, Apr 25,
2014

I'm at the point where I'm ready to give up with TekSavvy. I've been experiencing major issues with their cable service for the past 4 months.

From service dropping, to being unusable to maxing out at 20 megs instead of my 45 meg connection

At the end of it all, their solution? Ask me to switch from Cable to DSL and pay for a dry loop.
Hi there! Thanks for your review. I'm very sorry to hear about the issues you've been having and that we didn't get you a satisfactory resolution. This is not the kind of situation we want to see our customers in and we'd like to get to the bottom of this for you right away. To do so, could you please submit a request here and select CanadianISP from the "Submit a Request" drop down menu? Thanks!

Best regards,

TSI Kris
Rating:-1
Service:
City: Toronto,
ON

Tue, Apr 22,
2014

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
Rating:1
Service:
City: Toronto,
ON

Sat, Apr 12,
2014

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
Rating:-1
Service:
City: Scarborough,
ON

Fri, Apr 04,
2014

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 more 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
Rating:-1
Service:
City: Richmond hill,
ON

Thu, Apr 03,
2014

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
Rating:Comment
Service:
City: Ottawa,
ON

Mon, Mar 31,
2014

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
Rating:-1
Service:
City: Barrie,
ON

Sun, Mar 23,
2014

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
Rating:-1
Service:
City: Edmonton,
AB

Sun, Mar 23,
2014

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
Rating:1
Service:
City: Calgary,
AB

Sun, Mar 09,
2014

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
Rating:1
Service:
City: Waterloo,
ON

Thu, Feb 27,
2014

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
Rating:-1
Service:
City: Hamilton,
ON

Sat, Feb 22,
2014

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
Rating:0
Service:
City: Toronto,
ON

Thu, Feb 13,
2014

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
Rating:1
Service:
City: Windsor,
ON

Tue, Feb 04,
2014

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

Rating:-1
Service:
City: Ilderton,
ON

Fri, Jan 31,
2014


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
Rating:-1
Service:
City: Toronto,
ON

Thu, Jan 30,
2014

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
Rating:-1
Service:
City: Toronto,
ON

Tue, Jan 21,
2014

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



Rating:-1
Service:
City: Toronto,
ON

Tue, Jan 21,
2014

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

Rating:1
Service:
City: Toronto,
ON

Sun, Jan 19,
2014

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.
Rating:Comment
Service:
City: Toronto,
ON

Sun, Jan 12,
2014

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
Rating:-1
Service:
City: Toronto,
ON

Mon, Jan 06,
2014

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
Rating:-1
Service:
City: Oshava,
ON

Sun, Jan 05,
2014

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.
Rating:-1
Service:
City: Ottawa,
ON

Wed, Dec 18,
2013

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.
Rating:-1
Service:
City: Richmond hill,
ON

Tue, Dec 17,
2013

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.
Rating:1
Service:
City: Richmond,
BC

Sun, Dec 15,
2013

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
Rating:Comment
Service:
City: Etobicoke,
ON

Sat, Dec 14,
2013

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
Rating:-1
Service:
City: Etobicoke,
ON

Sat, Dec 14,
2013

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
Rating:Comment
Service:
City: Etobicoke,
ON

Thu, Dec 12,
2013

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.
Rating:0
Service:
City: Hamilton,
ON

Thu, Dec 12,
2013

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
Rating:1
Service:
City: Toronto,
ON

Mon, Dec 09,
2013

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.
Rating:-1
Service:
City: Hamilton,
ON

Wed, Dec 04,
2013

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
Rating:1
Service:
City: Montreal,
QC

Tue, Dec 03,
2013

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
Rating:-1
Service:
City: Montreal,
QC

Wed, Nov 13,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Fri, Nov 08,
2013

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
Rating:-1
Service:
City: Trenton,
ON

Fri, Nov 08,
2013

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
Rating:-1
Service:
City: Brampton,
ON

Fri, Nov 01,
2013

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
Rating:-1
Service:
City:
ON

Tue, Oct 29,
2013

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
Rating:1
Service:
City: Windsor,
ON

Mon, Oct 21,
2013

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
Rating:1
Service:
City: Guelph,
ON

Mon, Oct 21,
2013

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
Rating:-1
Service:
City: Mississauga,
ON

Sun, Oct 20,
2013

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
Rating:Comment
Service:
City: Russell,
ON

Sun, Oct 20,
2013

"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
Rating:-1
Service:
City: Russell,
ON

Sat, Oct 19,
2013

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
Rating:-1
Service:
City: Dundas,
ON

Sat, Oct 12,
2013

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
Rating:-1
Service:
City: Bolton,
ON

Tue, Oct 08,
2013

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
Rating:1
Service:
City: Ottawa,
ON

Mon, Oct 07,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Mon, Oct 07,
2013

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
Rating:-1
Service:
City: Mississauga,
ON

Fri, Oct 04,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Wed, Oct 02,
2013

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
Rating:-1
Service:
City: Markham,
ON

Mon, Sep 30,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Sun, Sep 29,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Sun, Sep 29,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Thu, Sep 26,
2013

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
Rating:-1
Service:
City: Burlington,
ON

Wed, Sep 25,
2013

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
Rating:Comment
Service:
City: Thornhill,
ON

Wed, Sep 25,
2013

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
Rating:1
Service:
City: Ajax,
ON

Tue, Sep 24,
2013

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
Rating:0
Service:
City: Thornhill,
ON

Sat, Sep 21,
2013

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
Rating:-1
Service:
City: Waterloo,
ON

Wed, Sep 18,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Tue, Sep 17,
2013

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
Rating:Comment
Service:
City: Saint-paul,
QC

Mon, Sep 16,
2013

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
Rating:-1
Service:
City: Ottawa,
ON

Sat, Sep 14,
2013

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
Rating:-1
Service:
City: Orangeville,
ON

Fri, Sep 13,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Thu, Sep 12,
2013

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
Rating:-1
Service:
City: Bolton,
ON

Thu, Sep 12,
2013

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
Rating:-1
Service:
City: Arnprior,
ON

Wed, Sep 11,
2013

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
Rating:-1
Service:
City:

Tue, Sep 10,
2013

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
Rating:-1
Service:
City: Ajax,
ON

Tue, Sep 10,
2013

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
Rating:1
Service:
City: Arnprior,
ON

Tue, Sep 10,
2013

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
Rating:-1
Service:
City: Guelph,
ON

Mon, Sep 09,
2013

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
Rating:-1
Service:
City: Pickering

Sat, Sep 07,
2013

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
Rating:1
Service:
City: Toronto,
ON

Thu, Sep 05,
2013

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
Rating:1
Service:
City: Burnaby,
BC

Wed, Sep 04,
2013

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
Rating:-1
Service:
City: Arnprior,
ON

Tue, Sep 03,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Tue, Sep 03,
2013

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
Rating:Comment
Service:
City: Montreal

Sun, Sep 01,
2013

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
Rating:1
Service:
City: Kitchener,
ON

Sun, Sep 01,
2013

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
Rating:-1
Service:
City: Thornhill,
ON

Wed, Aug 28,
2013

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
Rating:1
Service:
City: Montreal,
QC

Tue, Aug 27,
2013

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
Rating:-1
Service:
City: Ottawa,
ON

Thu, Aug 22,
2013

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
Rating:1
Service:
City: Cambridge,
ON

Sun, Aug 18,
2013

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.
Rating:-1
Service:
City: Montreal,
QC

Sat, Aug 17,
2013

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
Rating:-1
Service:
City: Oakville,
ON

Fri, Aug 16,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Fri, Aug 16,
2013

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
Rating:-1
Service:
City:
QC

Mon, Aug 12,
2013

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
Rating:-1
Service:
City: Arnprior,
ON

Fri, Aug 09,
2013

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
Rating:-1
Service:
City: Gatineau

Sat, Aug 03,
2013

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
Rating:-1
Service:
City: London,
ON

Wed, Jul 31,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Tue, Jul 30,
2013

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
Rating:Comment
Service:
City: Ottawa,
ON

Wed, Jul 24,
2013

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!
Rating:1
Service:
City: Toronto,
ON

Tue, Jul 23,
2013

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
Rating:1
Service:
City: Richmond,
BC

Sun, Jul 21,
2013

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.
Rating:-1
Service:
City: Toronto,
ON

Thu, Jul 18,
2013

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.
Rating:-1
Service:
City: Toronto,
ON

Thu, Jul 18,
2013

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.
Rating:-1
Service:
City: Toronto,
ON

Thu, Jul 18,
2013

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.
Rating:-1
Service:
City: Edmonton ,
AB

Wed, Jul 17,
2013

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
Rating:-1
Service:
City: Montreal,
QC

Sun, Jul 14,
2013

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
Rating:1
Service:
City: North vancouver,
BC

Sun, Jul 14,
2013

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
Rating:-1
Service:
City: Ottawa,
ON

Sun, Jul 14,
2013

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
Rating:-1
Service:
City: Thornhill,
ON

Tue, Jul 09,
2013

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
Rating:-1
Service:
City: Montreal,
QC

Tue, Jul 09,
2013

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
Rating:-1
Service:
City: Mississauga,
ON

Tue, Jul 09,
2013

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
Rating:-1
Service:
City: St. lazare,
QC

Tue, Jul 09,
2013

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
Rating:-1
Service:
City: Ottawa,
ON

Tue, Jul 02,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Wed, Jun 26,
2013

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
Rating:-1
Service:
City: Ottawa,
ON

Mon, Jun 24,
2013

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
Rating:-1
Service:
City: Mississauga,
ON

Sat, Jun 08,
2013

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
Rating:1
Service:
City: Toronto,
ON

Sat, Jun 08,
2013

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
Rating:0
Service:
City: Toronto,
ON

Wed, Jun 05,
2013

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
Rating:-1
Service:
City: Chatham,
ON

Tue, Jun 04,
2013

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
Rating:-1
Service:
City: Toronto,
ON

Tue, Jun 04,
2013

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
Rating:-1
Service:
City: Montreal,
QC

Sat, Jun 01,
2013

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
Rating:0
Service:
City:
QC

Fri, May 31,
2013

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

Rating:-1
Service:
City: Toronto,
ON

Wed, May 29,
2013

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
Rating:-1
Service:
City: Toronto

Sat, May 25,
2013

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
Rating:1
Service:
City: Montreal,
QC

Wed, May 22,
2013

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
Rating:1
Service:
City: Orleans,
ON

Mon, May 20,
2013

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
Rating:-1
Service:
City: Montreal,
QC

Sun, May 19,
2013

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
Rating:-1
Service:
City: Hamilton,
ON

Mon, May 13,
2013

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 forts 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
Rating:-1
Service:
City: Lévis,
QC

Sun, May 12,
2013

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
Rating:-1
Service:
City: Baden,
ON

Fri, May 10,
2013

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
Rating:1
Service:
City: London,
ON

Fri, Apr 19,
2013

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
Rating:0
Service:
City: Kitchener,
ON

Fri, Apr 19,
2013

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
Rating:-1
Service:
City: Brampton,
ON

Thu, Apr 11,
2013

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
Rating:1
Service:
City: Montreal,
QC

Wed, Apr 03,
2013

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
Rating:1
Service:
City: Ennismore,
ON

Mon, Mar 18,
2013

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

Sat, Mar 16,
2013

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.
Rating:-1
Service:
City: London,
ON

Wed, Mar 06,
2013

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!

Rating:1
Service:
City: Bowmanville,
ON

Tue, Mar 05,
2013

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
Rating:-1
Service:
City: Montréal,
QC

Wed, Feb 27,
2013

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
Rating:1
Service:
City: Toronto,
ON

Mon, Feb 18,
2013

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
Rating:1
Service:
City: Whitby,
ON

Fri, Feb 08,
2013

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
Rating:1
Service:
City: Toronto,
ON

Wed, Jan 23,
2013

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
Rating:1
Service:
City: Barrie,
ON

Thu, Jan 17,
2013

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
Rating:1
Service:
City: Cambridge,
ON

Wed, Jan 16,
2013

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
Rating:1
Service:
City: Toronto,
ON

Sun, Jan 13,
2013

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
Rating:-1
Service:
City: Gatineau,
QC

Fri, Jan 11,
2013

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
Rating:1
Service:
City: Mississauga,
ON

Wed, Jan 09,
2013

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
Rating:-1
Service:
City: Toronto

Tue, Jan 08,
2013

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
Rating:1
Service:
City: Windsor,
ON

Mon, Jan 07,
2013

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
Rating:-1
Service:
City: Barrie,
ON

Thu, Jan 03,
2013

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
Rating:-1
Service:
City: Stouffville,
ON

Fri, Dec 28,
2012

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
Rating:1
Service:
City: Ottawa,
ON

Thu, Dec 20,
2012

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
Rating:0
Service:
City: Vancouver,
BC

Thu, Dec 20,
2012

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
Rating:-1
Service:
City: Vancouver

Tue, Dec 18,
2012

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
Rating:0
Service:
City: Toronto

Mon, Dec 17,
2012

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
Rating:-1
Service:
City: North york

Tue, Dec 11,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Thu, Dec 06,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Tue, Dec 04,
2012

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
Rating:-1
Service:
City: Nepean,
ON

Fri, Nov 30,
2012

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
Rating:-1
Service:
City: Longueuil,
QC

Wed, Nov 28,
2012

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
Rating:-1
Service:
City: Greenfield park,
QC

Sun, Nov 25,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Thu, Nov 22,
2012

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
Rating:-1
Service:
City: Cantley,
QC

Thu, Nov 22,
2012

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
Rating:-1
Service:
City: Cambridge,
ON

Fri, Nov 16,
2012

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
Rating:-1
Service:
City: Mississauga,
ON

Tue, Nov 13,
2012

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
Rating:1
Service:
City:
ON

Tue, Nov 06,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Mon, Nov 05,
2012

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
Rating:1
Service:
City: Markham,
ON

Thu, Nov 01,
2012

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
Rating:-1
Service:
City: Montreal,
QC

Thu, Nov 01,
2012

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
Rating:1
Service:
City: Richmond hill,
ON

Thu, Oct 25,
2012

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
Rating:0
Service:
City: Ottawa,
ON

Wed, Oct 24,
2012

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
Rating:-1
Service:
City: North york,
ON

Sat, Oct 20,
2012

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
Rating:-1
Service:
City: Oshawa

Sat, Oct 20,
2012

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.
Rating:0
Service:
City: Oshawa

Fri, Oct 05,
2012

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
Rating:0
Service:
City: Toronto,
ON

Thu, Oct 04,
2012

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
Rating:-1
Service:
City: North york,
ON

Wed, Oct 03,
2012

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
Rating:-1
Service:
City: Ottawa

Mon, Oct 01,
2012

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.

Rating:-1
Service:
City: Toronto,
ON

Thu, Sep 20,
2012

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
Rating:-1
Service:
City: Montréal,
QC

Mon, Sep 10,
2012

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
Rating:-1
Service:
City: Oshawa,
ON

Wed, Aug 29,
2012

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
Rating:-1
Service:
City: Etobicoke,
ON

Fri, Aug 24,
2012

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
Rating:0
Service:
City: Markham,
ON

Thu, Aug 23,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Mon, Aug 20,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Sat, Aug 18,
2012

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
Rating:1
Service:
City: Toronto,
ON

Tue, Aug 14,
2012

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
Rating:0
Service:
City: Guelph,
ON

Mon, Aug 13,
2012

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
Rating:-1
Service:
City: Mississauga,
ON

Thu, Aug 09,
2012

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
Rating:-1
Service:
City: Montreal,
QC

Wed, Aug 08,
2012

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
Rating:1
Service:
City: Calgary,
AB

Wed, Aug 08,
2012

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
Rating:1
Service:
City: Paris,
ON

Mon, Aug 06,
2012

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
Rating:0
Service:
City: Montreal,
QC

Sat, Aug 04,
2012

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
Rating:-1
Service:
City:
ON

Wed, Aug 01,
2012

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
Rating:-1
Service:
City: Brampton,
ON

Sun, Jul 29,
2012

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
Rating:1
Service:
City: Toronto,
ON

Tue, Jul 17,
2012

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
Rating:-1
Service:
City: Newmarket,
ON

Mon, Jul 16,
2012

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
Rating:1
Service:
City: Toronto,
ON

Thu, Jul 12,
2012

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
Rating:0
Service:
City: Scarborough,
ON

Sun, Jul 08,
2012

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
Rating:1
Service:
City: Windsor,
ON

Mon, Jun 25,
2012

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
Rating:-1
Service:
City: Burlington,
ON

Fri, Jun 22,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Mon, Jun 11,
2012

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
Rating:-1
Service:
City: Toronto,
ON

Sun, Jun 10,
2012

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
Rating:-1
Service:
City:

Wed, May 23,
2012

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
Rating:-1
Service:
City:

Tue, May 22,
2012

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
Rating:1
Service:
City:

Tue, May 22,
2012

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
Rating:1
Service:
City:

Thu, May 17,
2012

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
Rating:-1
Service:
City:

Wed, May 16,
2012

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
Rating:-1
Service:
City:

Sat, May 05,
2012

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
Rating:-1
Service:
City:

Wed, May 02,
2012

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
Rating:-1
Service:
City:

Mon, Apr 30,
2012

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
Rating:-1
Service:
City:

Sun, Apr 29,
2012

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
Rating:1
Service:
City:

Wed, Apr 25,
2012

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
Rating:1
Service:
City:

Mon, Apr 23,
2012

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
Rating:-1
Service:
City:

Wed, Apr 18,
2012

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

Tue, Apr 10,
2012

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
Rating:-1
Service:
City:

Tue, Apr 03,
2012

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

Mon, Mar 19,
2012

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
Rating:0
Service:
City:

Fri, Mar 02,
2012

VERY GOOD SERVICE IN CHEAP RATE. Great, Happy to hear!
Rating:1
Service:
City:

Fri, Mar 02,
2012

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

Fri, Mar 02,
2012

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
Rating:0
Service:
City:

Wed, Feb 29,
2012

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!
Rating:1
Service:
City:

Wed, Feb 22,
2012

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!
Rating:-1
Service:
City:

Thu, Feb 16,
2012

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.
Rating:-1
Service:
City:

Fri, Jan 20,
2012

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
Rating:1
Service:
City:

Mon, Jan 16,
2012

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.
Rating:0
Service:
City:

Sun, Jan 08,
2012

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.
Rating:-1
Service:
City:

Fri, Jan 06,
2012

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%.
Rating:-1
Service:
City:

Tue, Dec 27,
2011

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.
Rating:-1
Service:
City:

Fri, Dec 23,
2011

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
Rating:-1
Service:
City:

Tue, Dec 20,
2011

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!
Rating:-1
Service:
City:

Mon, Dec 19,
2011

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.
Rating:-1
Service:
City:

Wed, Dec 14,
2011

excellent and much much cheaper Cable internet option
Rating:1
Service:
City:

Fri, Dec 02,
2011

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.
Rating:1
Service:
City:

Tue, Nov 29,
2011

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.
Rating:-1
Service:
City:

Tue, Nov 22,
2011

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.
Rating:-1
Service:
City:

Sat, Nov 19,
2011

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!)
Rating:-1
Service:
City:

Thu, Nov 17,
2011

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.
Rating:-1
Service:
City:

Thu, Nov 17,
2011

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
Rating:-1
Service:
City:

Mon, Nov 14,
2011

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
Rating:1
Service:
City:

Tue, Nov 08,
2011

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.
Rating:-1
Service:
City:

Sat, Nov 05,
2011

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.
Rating:-1
Service:
City:

Fri, Nov 04,
2011

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.
Rating:1
Service:
City:

Fri, Oct 28,
2011

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.
Rating:-1
Service:
City:

Wed, Oct 26,
2011

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!
Rating:1
Service:
City:

Tue, Oct 25,
2011

So far so good. Customer and technical service has been excellent!
Rating:1
Service:
City:

Mon, Oct 24,
2011

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.
Rating:-1
Service:
City:

Wed, Oct 12,
2011

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.
Rating:-1
Service:
City:

Wed, Oct 05,
2011

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.
Rating:-1
Service:
City:

Wed, Oct 05,
2011

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.
Rating:-1
Service:
City:

Wed, Oct 05,
2011

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
Rating:-1
Service:
City:

Tue, Oct 04,
2011

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.
Rating:-1
Service:
City:

Tue, Sep 27,
2011

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
Rating:-1
Service:
City:

Mon, Sep 26,
2011

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.
Rating:-1
Service:
City:

Thu, Sep 22,
2011

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!
Rating:-1
Service:
City:

Tue, Sep 20,
2011

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.
Rating:1
Service:
City:

Tue, Sep 20,
2011

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 !
Rating:0
Service:
City:

Wed, Sep 14,
2011

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
Rating:-1
Service:
City:

Wed, Sep 07,
2011

they showed me the light
Rating:1
Service:
City:

Wed, Sep 07,
2011

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

Mon, Sep 05,
2011

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.
Rating:1
Service:
City:

Sat, Sep 03,
2011

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

Thu, Aug 11,
2011

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!
Rating:1
Service:
City:

Wed, Aug 10,
2011

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

Sun, Aug 07,
2011

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.
Rating:-1
Service:
City:

Sun, Aug 07,
2011

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.
Rating:-1
Service:
City:

Fri, Aug 05,
2011

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+++
Rating:1
Service:
City:

Thu, Aug 04,
2011

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!
Rating:-1
Service:
City:

Fri, Jul 29,
2011

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.
Rating:-1
Service:
City:

Thu, Jul 28,
2011

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.
Rating:1
Service:
City:

Thu, Jul 28,
2011

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.
Rating:1
Service:
City:

Mon, Jul 04,
2011

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.
Rating:1
Service:
City:

Thu, Jun 23,
2011

Excellent ISP
Rating:1
Service:
City:

Tue, Jun 21,
2011

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.
Rating:-1
Service:
City:

Tue, Jun 14,
2011

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

Wed, Jun 01,
2011

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.
Rating:-1
Service:
City:

Tue, May 31,
2011

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.
Rating:-1
Service:
City:

Thu, May 26,
2011

Exceptional service for many years.
Rating:1
Service:
City:

Wed, May 18,
2011

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
Rating:-1
Service:
City:

Mon, May 16,
2011

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.
Rating:1
Service:
City:

Fri, May 13,
2011

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

Thu, May 12,
2011

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...
Rating:-1
Service:
City:

Wed, May 11,
2011

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!!!!!
Rating:-1
Service:
City:

Tue, May 03,
2011

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...
Rating:-1
Service:
City:

Mon, May 02,
2011

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!
Rating:-1
Service:
City:

Sun, Apr 24,
2011

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.
Rating:1
Service:
City:

Thu, Apr 21,
2011

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!
Rating:-1
Service:
City:

Wed, Apr 20,
2011

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.
Rating:-1
Service:
City:

Wed, Apr 20,
2011

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.
Rating:0
Service:
City:

Sun, Apr 17,
2011

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
Rating:-1
Service:
City:

Tue, Apr 12,
2011

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...
Rating:-1
Service:
City:

Wed, Mar 30,
2011

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

Fri, Mar 18,
2011

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.
Rating:-1
Service:
City:

Thu, Mar 17,
2011

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
Rating:-1
Service:
City:

Mon, Mar 07,
2011

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!
Rating:1
Service:
City:

Sun, Feb 20,
2011

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
Rating:-1
Service:
City:

Fri, Feb 18,
2011

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.
Rating:1
Service:
City:

Fri, Feb 11,
2011

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!
Rating:1
Service:
City:

Wed, Feb 09,
2011

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.
Rating:1
Service:
City:

Tue, Feb 08,
2011

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.
Rating:-1
Service:
City:

Wed, Feb 02,
2011

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

Mon, Jan 31,
2011

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!
Rating:1
Service:
City:

Sun, Jan 30,
2011

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.
Rating:0
Service:
City:

Sat, Jan 29,
2011

Great ISP.
Rating:1
Service:
City:

Sat, Jan 08,
2011

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.
Rating:1
Service:
City:

Thu, Jan 06,
2011

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!!!
Rating:-1
Service:
City:

Wed, Dec 29,
2010

flawless service. great teck support
Rating:1
Service:
City:

Mon, Dec 13,
2010

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.
Rating:-1
Service:
City:

Wed, Dec 08,
2010

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
Rating:-1
Service:
City:

Tue, Nov 30,
2010

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.
Rating:-1
Service:
City:

Sun, Nov 21,
2010

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.
Rating:1
Service:
City:

Sun, Nov 21,
2010

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.
Rating:-1
Service:
City:

Tue, Nov 09,
2010

Using for almost a year. So far no problems. Support is excellent.
Rating:1
Service:
City:

Sat, Oct 16,
2010

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
Rating:-1
Service:
City:

Sun, Oct 10,
2010

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!
Rating:-1
Service:
City:

Sun, Oct 03,
2010

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!

Rating:-1
Service:
City:

Fri, Oct 01,
2010

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?
Rating:-1
Service:
City:

Mon, Sep 13,
2010

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.
Rating:1
Service:
City:

Tue, Aug 31,
2010

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.
Rating:1
Service:
City:

Thu, Aug 26,
2010

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.
Rating:-1
Service:
City:

Wed, Aug 18,
2010

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!
Rating:1
Service:
City:

Mon, Aug 16,
2010

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.
Rating:1
Service:
City:

Thu, Aug 12,
2010

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.
Rating:1
Service:
City:

Mon, Aug 09,
2010

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

Mon, Aug 09,
2010

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

Mon, Jul 26,
2010

Great tech support. Speed to spec. Good service.
Rating:1
Service:
City:

Thu, Jul 15,
2010

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

Wed, Jul 14,
2010

No interruptions!
Rating:1
Service:
City:

Tue, Jul 13,
2010

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.
Rating:1
Service:
City:

Mon, Jul 12,
2010

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.
Rating:-1
Service:
City:

Wed, Jul 07,
2010

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.
Rating:1
Service:
City:

Sat, Jul 03,
2010

not pleased!
Rating:-1
Service:
City:

Tue, Jun 22,
2010

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!
Rating:-1
Service:
City:

Wed, May 26,
2010

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?
Rating:-1
Service:
City:

Sun, May 16,
2010

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.
Rating:1
Service:
City:

Mon, Apr 12,
2010

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

Thu, Mar 25,
2010

very very good service
Rating:1
Service:
City:

Fri, Mar 12,
2010

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

Thu, Mar 04,
2010

Compared with our previous ISPs, Teksavvy provides excellent value while delivering top-notch service and professional, user-friendly support.
Rating:1
Service:
City:

Wed, Feb 17,
2010

Reliable service for 2 years.
Rating:1
Service:
City:

Sun, Feb 07,
2010

best customer service out there
Rating:1
Service:
City:

Wed, Jan 20,
2010

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
Rating:-1
Service:
City:

Fri, Nov 06,
2009

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.
Rating:0
Service:
City:

Sun, Oct 25,
2009

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.
Rating:1
Service:
City:

Tue, Sep 29,
2009

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
Rating:-1
Service:
City:

Wed, Sep 23,
2009

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.
Rating:1
Service:
City:

Tue, Sep 22,
2009

Great provider, reliable connection and good customer service, recommended!
Rating:1
Service:
City:

Wed, Sep 09,
2009

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.
Rating:-1
Service:
City:

Mon, Aug 10,
2009

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!!
Rating:1
Service:
City:

Sun, Aug 02,
2009

very slow, disconnect all the time
Rating:-1
Service:
City:

Fri, Jul 17,
2009

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.
Rating:-1
Service:
City:

Sat, Jul 11,
2009

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.
Rating:1
Service:
City:

Wed, Jun 10,
2009

Great ISP, Great Tech support, always willing to go the extra mile to help the end user
Rating:1
Service:
City:

Thu, May 07,
2009

it's a good isp, i have no problem with them.
Rating:1
Service:
City:

Mon, May 04,
2009

Great ISP, never had any real issues and all problems within their controlled was handled quickly and professionally.
Rating:1
Service:
City:

Wed, Apr 15,
2009

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.
Rating:1
Service:
City:

Tue, Mar 31,
2009

Great rates, high (or unlimited) bandwidth caps, good hardware, awesome tech support, only good things to say...
Rating:1
Service:
City:

Sun, Mar 08,
2009

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.
Rating:1
Service:
City:

Sat, Mar 07,
2009

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!
Rating:1
Service:
City:

Sun, Feb 22,
2009

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).
Rating:1
Service:
City:

Tue, Feb 17,
2009

Great service, great price, overall very happy.
Rating:1
Service:
City:

Wed, Feb 11,
2009

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.
Rating:1
Service:
City:

Fri, Feb 06,
2009

test
Rating:1
Service:
City:

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