Review Time
I live in SSM ON and was just recently a customer of the TekSavvy Internet Service Provider.
Yesterday, my services were discontinued b/c they said my bill was over-due.
Since receiving internet services from TekSavvy, I had paid over and above what I owed every month, with the exception of part of December and all of January, due to the fact that since about the 2nd week of December, my internet was disrupted daily, every hour, and would last no less than 5-minutes each time.
This cut me off with clients while working from my home computer which was a great embarrassment to me, as you can imagine.
I had called TekSavvy and had done troubleshooting over the phone with technical support personnel numerous times, however, this proved to be only a temporary fix.
They sent a technician out to my home, he did a few minor repairs and check the connection of the wires coming into my house, as I live in a co-op.
I had received an automated phone call advising me that my services would be suspended for non-payment.
I then phoned TekSavvy and informed them that it was not my intention not to pay my bill; however, I was not going to pay for unreliable or services I never received either, and told them I should rightfully be receiving a credit on my bill for the substandard service I had received.
The CSR then informed me that TekSavvy did not offer credits on customer accounts. So, I then requested a supervisor, as I believed I deserved to have my account credited due to the fact that I had so many issues, that were not resolved with their troubleshooting or with the technician who attended my home.
I spoke with a supervisor and they said the same thing, that TekSavvy did not offer credits to customer accounts, and it was at this point I got angry and rightfully so!
I informed this supervisor, that prior to my internet turning to crap all of sudden, for no apparent reason, I HAD BEEN paying my bill monthly.
I was only receiving internet with no other services that came up to $34.95, with the 24-month introductory plan/offer i was given when I hooked the services up.
However, I was paying $40.00 every month, which is a $5.05 difference every month I paid since my first bill, so that i would not get into arrears, i had that safety net for myself.
I am now wondering why that extra $5.05/month that I had been paying to keep my account out of arrears wasn't credited to my account.. and this is why I am contacting the Competition Bureau.
I do not believe what happened to me was right in any respect. Now, I'm completely without internet services,
I required tech support today and the representative was incredibly helpful, patient, and knowledgeable. The issue wasn’t immediately clear, but she persisted, and everything was resolved. Her instructions were very straightforward, even for someone who isn't very 'tech savvy'. Thank you for the exceptional service!
I have to reboot daily, and for some frustrating reason, I'm prompted to enter my password AGAIN, even though it's the same one. This suggests the service is either unreliable or the support team lacks competence. I'm definitely seeking a more dependable provider. Very disappointing!
I was informed that a technician would come on November 28th and that I could self-install. However, I received an email that day stating a technician would arrive on December 1. Working from home meant I lost valuable time. When December 1 arrived, no one came. I talked to several representatives who misled me, claiming someone was on the way. This has been the worst service experience I've encountered. Unless absolutely necessary, I recommend seeking a better option. Previous experiences with another provider were excellent, but they weren't available in my area.
I was informed that a technician would come on November 28th and that I could self-install. Instead, I received an email that a technician would arrive on December 1. As someone who works from home, this caused me to lose valuable workdays. On December 1, no one showed up. I spoke with multiple representatives who assured me someone was en route, but that was untrue. This has been the worst service experience I've encountered. Unless absolutely necessary, I recommend seeking a more reliable provider.
I switched providers due to cost differences. After canceling, I was told I'd receive a refund check for my prepaid amount once the equipment was returned. However, after nearly a month of waiting, I found out the refund was issued to a card on file that I no longer had. I had explicitly asked for a check, and the responses I received were dismissive. The lack of communication and accountability is appalling. They seem to prioritize convenience over customer satisfaction, which is unacceptable.
If I could rate this service lower than one star, I would. Communication with the support team has been frustrating, as they often seem unaware of my issues. After upgrading to a higher speed, I have yet to see any improvements despite being charged more. I recommend looking elsewhere for a more reliable option.
I was generally happy with the internet service, but recently received an unfriendly email from the collections department without a clear reason. I plan to investigate this issue further and may cancel my service. While they were once affordable, other providers now offer better rates.
If I could give this company zero stars, I would. I've been a customer since 2018, and while they initially offered affordable and reliable internet, the quality has significantly declined. The internet rarely works well, and customer support only suggests resetting the router. I pay nearly $100 for a service that seldom meets expectations. I will be seeking a new provider soon.
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