"I have been TekSavvy customer for ~10…"

I have been TekSavvy customer for ~10 years and recently their customer support was extremely unhelpful.

We were moving to a new house, and I asked them our last day of service to be 22/AUG. They, mistakenly, cut off my service one day earlier and TRACY and RICHARD from customer service just repeated how they can not fix *their* mistake.

Also TekSavvy also sent a technician to the WRONG address (old house), so service at the new house was delayed for several days, but in this case customer support credited 2 weeks of service.

"Teksavvy misleads"

Teksavvy misleads on its advertised speeds. I pay for a 5 mbps download and 1 mbps upload speeds and when I test, it turns out to be 2.4 mbps down and 1.0 up. This can't even play a gif. I know I didn't sign up for the fastest package, but they are not delivering on what is paid for. You may as well go with a different provider in hopes of more honesty.

"Worst than bell !"

Worst than bell !! My modem stopped working one day and I was told it would be 2 weeks until anyone could come to the residence to fix it. In the meantime I had to buy my own modem and was told I’d be given a new one free of charge. The day after I sent back the broken modem they charged me full price for the modem. When I called to resolve they told me I had sent back the new modem and that there was nothing they could do and that I now own the broken modem. If this doesn’t sound like a scam to you I don’t know what does. We now have to pay them $140 for a broken modem….

"Awful company"

Awful company, their billing department is the worst I've ever experienced. If you need a payment plan, they cut you off anyways before the agreed upon date, they do not hold up their end of the bargain. Than threaten you with collections, and say in order to reactivate you need to pay reactivation fees as well as first/last effectively tripling the cost. What kind of company is this if they tell you one thing than do another?

"Don't expect anything beyond basic internet services"

I had high hope when I switched to TekSavvy (TSI) last year, because of the reviews. Every ISP has its own pros and cons. I want to make sure everyone has a full perspective when picking an ISP. Here's my experience:

Onboarding and billing: they (not sure if it's Rogers or TSI) missed the original committed date and rescheduled it to 2 days afterward. Installation was fairly quick and straight-forward. However, TSI billed me based on the original committed date. I had to call them to ask for a credit. A minor bad taste in the month to start off the relationship.

Home phone: after a month confirming no stability issues, I also switched my home phone to TSI. I particularly ask to scheduled the switch-over to coincide with the billing cycle of the internet service. I noticed the 4 days difference when I got the first bill. Together with the issue above on missing the installation date, I concluded that their billing system (or department) is not flexible enough for a good customer experience. I also want to share that I spent close to 5 hours on the phone with their tech support the first day when the line was switched. The ATA box (the phone gateway) does not have enough A/C current to drive the ringer of my phones. I found a setting that will boost the ringer power and asked them to enable that setting. They did not understand basic telephony and had no idea of what I was talking about. I finally convinced a level-2 tech (the supervisor) to make that change - it worked.
Money in their pocket. I wouldn't be doing anyone any flavor if I don't also share my experience on voice quality. My daughter calls everyday, and my wife and I talk to her on speaker phone. We constantly have to ask each other to repeat what was said, as the voice is quite muffled. We also hear beeps (sounds like someone has pressed a key accidentally) on the call, almost every call. TekSavvy said no one ever reported that problem and it has to be something on our end. We are with the new provider for over 2 weeks now. No recurrence so far, and we don't have to constantly ask each other to repeat, just like a normal phone call (it's also VoIP incase you are curious).

Equipment: I picked the rent-to-own option when signed up, because of the high hope and positive thinking. As I end the service within a year, the equipment is not fully paid for. I need to make a decision to pay for the remaining, or ship them back on my own cost. As the ATA (VoIP gateway) is a low quality one, and the Hitron router is not that flexible to be configured as a 2nd router, I decided to ship them back, but on my own cost. TSI will arrange and provide a return shipping label for rental equipment. So you need to keep this in mind when picking the option for the equipment:

Overall: I applause TSI for not outsourcing tech support to off-shore, keeping the jobs here in Canada. However, from a user experience perspective, I don't know which is better. On one hand, I appreciate not having to deal with accents that can be hard to understand. On the other, local hires may not be as tech savvy (pardon the pun) as the off-shore specialized resources. I call it a wash on this. On the internet service front, TSI is solid, but no more. Throughout the 6~7 months I was with them, I only have to reboot the router a handful of times. Home phone service is for sure not their forte (forgot to mention that they block international calls by default. I found that out the hard way). I almost forgot that I also tried out their TV service. It's for sure not ready for prime time (pardon for another pun), and cannot compete in this arena. I had it for a week and had to cancel that service.

I hope this can help someone shopping for an ISP. We all want to make an informed decision.

"This company is a joke"

This company is a joke. First off, i called to get my services setup for dec 31, 21. They didn't get my services setup until Jan 8. I had to cancel my movers and lost my deposit because I work from home and absolutely needed to have my services installed. The modem took over a week to get to me and was sitting on a shelf for two weeks until they were able to hook it up. I specifically asked for a tech to come to my place to setup the services. The absolutely promised and then remotely set it up so I had call a tech friend and paid for his time to come and install everything for me. Then the service was spotty, constantly dropping and was extremely slow, even while hardwired. I called again, got an agent who was literally swearing on the phone with me. What kind of two-bit operation has those kinds of people working for them? They kept saying they will send out a technician and email me when it's setup. Granted they emailed me but no tech ever came until Feb 7, 22. They sent an invoice at 930pm on Feb 1 which was due on Feb 1. How was I to make a payment that they would receive in 2 hours?!? Unbelievable. I was so fed up with calling and losing money that I went with a more expensive provider and called to cancel my services. Then they said you need to pay the full month invoice and they would then return whatever money was left to me. What?!? They couldn't just readjust the invoice for my cancellation date. And, as a cherry on top of my manure ice cream, i would have to pay out of my own pocket to ship their modem back. Whatever you do, you're better off not going with this "company". You will lose money like it's on fire. DON'T SIGN WITH TEKSAVVY!! It will be a huge mistake.

"Modem Worked After Getting Wet"

Customer service is always quick and friendly. Also, I have the Smart RG Modem for Internet. I had a flood in my apartment recently, and the modem got a little wet from sitting in the water. I unplugged all the cords connected to it and left it to dry out worried that I might have to replace it. After a couple of hours, I re-connected the modem, and it worked perfectly. Great product and truly amazing!!

"Service has become abysmal"

I've been with Teksavvy for several years. Used to be excellent customer service. That has changed - I have spent four months fighting with them to provide solid internet service, and not only do I still have intermittent outages, I've got more of them than ever! I have been working with a supervisor, Frederick, who can't be bothered to contact me back or keep me up to date on anything, and they refuse to provide any refund for the poor service I've encountered, only a mild discount on service moving forward. A discount won't help me when I am being forced to change providers just to keep my service from dropping every 15 minutes while working from home!

"Walking away after a decade..."

Their customer service has gone from exemplary to egregiously bad in the past decade.

I am walking away at this point. The only reason I was with them is because of how good their people were when I called. There is no cost/benefit to them at this stage as they have as much, if not more, stress to deal with than the 'Big' ISP's in Canada.

"They're a business"

They're a business, they're here to make money. That's a fact. However they do genuinely seem to care about improving the state of Canada's internet, which is good. Since they have to make money while competing, their offers are more or less what you would expect from most ISPs. Their tech support makes you do some of the troubleshooting work rather than just sending someone, but you get what you pay for. I'd prefer giving $70/month to teksavvy rather than the $135/month I gave to Rogers, even if it means my internet might be down for a few days every year or so.

If you do the math, assuming you have 1 internet outage per year, you troubleshoot for about 2 hours but you might be saving upwards of $30/month, it's almost like they're paying you $180/hr for the time you're troubleshooting (your own mileage will vary).