49 Customer Reviews
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Review from Marcelo L
1 star15/10/2024
TekSavvy unwilling to listen to customer and take ownership of the problem it created, It keep pointing the finger at their vendor. They sent me a new modem, the old modem was no longer be in service as of the new year. My internet was fine, I replaced the hardware as instructed, the problems began. Taked to customer support on the phone, reset this, do that, the usual waste of time to no avail. I was asked to wait 24 hours, if the problem persisted to call them back. Call them back, reset this, do that....another waste of time. "We'll have to send a technician". In spite of my protests saying the problems began after the hardware change, a technician visit was scheduled. ****** cancelled the technician because the line didn't show any downtime This is the second time I have issues with TekSavvy after a hardware change. A couple of years ago when they change the service from a Bell dry line to ****** Cable problems right away with the new faulty hardware, Called Teksavvy, reset the modem, do this, do that...off course it didn't fix anything. The very first ****** technician who came to the house said "this is a bad moden, tell Teksavvy to send you a different modem", I relayed the information only to be ignored. After 3 months and 4 ****** technicians visits later, Teksavvy finally agreed to replace the modem, They sent the same modem model, it didn't fix the issue. Another ***** technician visit and me asking them to send a different type of modem, It took 4 months, 3 modems (two were faulty) to solve the problem. Now, I am once again having issues with hardware chance. Teksavvy send the same model replacement modem, did not fix the issue and once again pointing at the ****** who twice cancelled a tech visit as the line show ok. I agree with ****** it is not the line is the hardware. Teksavvy is once again refusing to acknowledge the problem is the hardware they sent and to take appropriate actions to remedy the situation..
TekSavvy Solutions Inc. Response
16/10/2024
Hello,
We appreciate you bringing our attention to the issues you have experienced. TekSavvy has taken on a large project of upgrading equipment to meet our incumbents standards. We sent out a batch of modems and the feedback we received made us aware that there was an issue with the hardware. We apologize for the hoops that you have went through while trying to rectify this issue. Because customers like you go through with the troubleshooting steps, we were able to recognize the commonality with the service issues between customers, was in fact the hardware. We notice that your account is showing a new modem has been added to your account as of yesterday, and this should resolve the issues going forward. Of course we appreciate your patience while we navigate these changes, and apologize for the disruption in your day to day life while you worked on this with us.Review from Matthew B
1 star23/09/2024
We had four weeks of service down time during our first three months using teksavvy. Out of eight times customer service **** said they would call us when they received an update only a single one did. They repeatedly said they would update us when there was a service technician booked which never occurred. You have to call and wait on hold multiple times to check if I tech may be coming to your house. If you follow up with them after a multiple week outage that caused you to be unable to work from home and need miss work for multiple days to meet techs they may credit you for only the days you had no service for the whole day.TekSavvy Solutions Inc. Response
24/09/2024
Thank you for bringing this to our attention. We have investigated this issue and have authorized and additional one-month courtesy credit to the account.Review from Julie B
1 star11/09/2024
I upgraded my internet package only to discover shortly after they decreased my upload speed to 1 MBPS. I wondered why my Internet was so slow lately. Anyway I migrated to ******Review from Trish w
1 star27/08/2024
After paying & scheduling installation for August 30th. On August 26th I received a shipping notification from Canada Post & on August 27th received a ************* hardware. The same day I got an email from teksavvy saying that I cancelled my service, I immediately called them. The *** I spoke will was very brash & said they determined my location could not be serviced & cancelled my order. I explained my confusion because I live in ******** & at no point while purchasing the service was I told my address couldn't be serviced. She rudely said they wouldn't be providing ************ needed to return the hardware. I expressed how frustrating that was that they sent out the hardware before confirming they could provide ************* a hassle for me to return it as I have a broken ******** cannot walk. Without an apology she told me I had to return the items or I would be charged. I told her again that it was unfair to put this burden on ********* should provide a free return label as well as schedule a pick up because it was not not my fault & now its an inconvenience for me. She said they would not do it. At that point I was upset by her **************** no apology or attempt to help. I told her that if they could not do that they should send a teksavvy technician to pick up the hardware. She became belligerent & said that due to "confidentiality and legal reasons" no-one could pick up the hardware. I asked her how she could say that since they already had a technician scheduled to come to my home in 3 days. She demanded I had to figure it out & return the items. I told her that was not acceptable. She kept yelling that for legal reasons I would have to ship it back & no one could come. I asked her what law she was referring to. She then yelled at me saying I was not a lawyer. I started speaking again & she hung up the phone on me. Anyone considering their service run far away! They still haven't returned my money! I wish I could give Negative stars!Review from Nn N
1 star09/08/2024
Don't waste your time or money and record your phone calls. Teksavvy does not have their own infrastructure or service people and their modems are low quality compared to others. So when you inevitably run into issues, it can take months to address because they need to coordinate everything with another company. After months of slow internet (then no internet) that should have been resolved in one call, I cancelled my subscription because I was paying for an internet speed and service I wasn't receiving. I called 16 times since January to report issues with my internet speed (at one point, my speed was 6 MPPS download) and each time, the agent gave me conflicting information or straight up lied to me about when my issues would be fixed and about escalating my concerns to a manager. Obviously the agents are in control of what notes are left on my file so management was incredibly rude and dismissive although the issue was never resolved by the time I cancelled. I found faster internet for cheaper with an company who set us up within a day. Teksavvy service and products are absolute garbage and I have never had such terrible customer service with any company before which is saying a lot. Save yourself the hassle and if you do interact with them, make sure to take your own recording of the callReview from Cindy Z
1 star19/06/2024
What used to be good customer service is robotic, defensive and cold. I would love to continue to support this company but they are insufferable and unhelpful. Why wait for Teksavvy to do nothing when you can just call **** directly (Teksavvy "can't"). All these small internet companies rely on ****, which is a dumpster fire right now during the ****** merger. You would be smart to find ************* for now at least, and wait for these issues to work out at ****, so that hopefully Teksavvy can find their intended business model again and give even decent service. I won't be returning to this company regardless.TekSavvy Solutions Inc. Response
26/06/2024
Hello, We would like to take care of any issues that you may have. Unfortunately, we can't find the account with the information given. Please call **************** at ************** 24/7. We would be glad to help.
Review from Lorraine G
5 stars19/06/2024
Excellent 24/7/365 service.Had an issue with hooking up my new modem and router, ********** wouldnt let me off the phone until he got me back up and running. His patience with me was unbelievable.TekSavvy Solutions Inc. Response
26/06/2024
Thank you for the detailed review and 5 Star rating. ****Review from Christopher C
1 star17/06/2024
The worst service I have ever had in ****************************************************************** I talked to one lady, probably the 8th time I called in in 5 weeks, and she told me at the beginning of the call that she didnt know anything about any random blackout issue. Then at the end, she said she didnt say that. So they do know about it, they just wont do anything about it. Check it out here: *************************** HUNDREDS of posts from people with the same problem. Stay away. Far away.TekSavvy Solutions Inc. Response
19/06/2024
Thank you for bringing this to our attention. We will be looking into this concern offline.Review from Riley G
1 star03/04/2024
Website and call center agent confirmed that my rural residence will get internet service. Despite my skepticism, I made payment for service installation via the website. In less than 30 mins after payment, I received service cancellation emails and a phone call from Tek Savvy stating that they do not offer service in my area. If it is that easy to confirm service then you should not collect personal details and credit card information prior to service confirmation.TekSavvy Solutions Inc. Response
08/05/2024
Hello Riley, We are truly sorry for this inconvenience. TekSavvy relies on the Vendor website to determine is an address is available for TekSavvy service. There are times, unfortunately the site is incorrect and once the order is placed with the Vendor they are able to determine the actual address verification.Review from Nina B
1 star19/03/2024
March 2024 - The initial call to start service was easy, and I was hopeful they would be a good internet provider. The moment I received the modem, however, it was clear there was were going to be problems. The modem was used, rough looking, and had hairs on it! So gross. The internet is so slow that in order to work from home, I have had to hotspot of my phone ever since. Today was my third phone call to them to solve the internet problems. They finally admitted that the modem was used, and had actually been returned by the previous owner because of intermittent internet problems! So they felt it was okay to send their dirty broken garbage to me!! They agreed to send me a new modem, but are refusing to credit me for the time that their internet was not working. And I have to drive to the post office to return their used broken equipment (probably so they can pawn it off on another unsuspecting new customer). They've wasted my money, my time, and my patience. What a fantastic way to treat a new customer! Needless to say, I will be going with another provider. I don't accept being treated this way, and neither should you - go with a different provider!TekSavvy Solutions Inc. Response
08/05/2024
We can understand the frustration that comes when waiting for a stable Internet connection with appropriate speeds.
We would have been happy to look into this issue for you. We are sorry that you felt the need to cancel services Please email your account details to myexperience@teksavvy.ca and we will investigate.
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