Pages

Best Internet in Canada

St Catharines,ON
Contract price not specified.
"Short hold times, knowledgable staff"
"Line speed, different stories"

"Best ISP I've used so far"


I ordered DSL Service and was to have it installed on December 23rd, 2009. When that day rolled around, and I couldn't get my DSL going, I placed a ticket order for a Bell technician to come out and take a look at my line. While here, we discovered that it wasn't the line to my house, but my modem that was causing the issue. Fixed the modem and presto, internet.

When the tech was here, he did a line test and told me that I had a fantastic quality line. That his tests are showing somewhere in the ball park of 6mbps when he tested with his 3M branded testing machine. He said if I'm paying for the 5mbps service, I should have no problem receiving 5mbps.

After running a speed test after he left, I found my speeds to be a terrible 1mbps. I called in to tech support and requested that looked into. They put in a ticket to Bell to increase my speeds. A few days later, I run a test, and my speed is now 3mbps. Definitely an improvement, but not quite the 5mbps I was looking forward to when the Bell tech told me it shouldn't be a problem.

I called in to tech support only to be told that I can't get more than 3. They told me to take whatever the techs say with a grain of salt (aka. the tech is lying) and that 3 is the best I can do in my area. They told me the only thing I can do is call back every couple of months to create new tickets to Bell to try to improve my line speed, but the tech support rep told me it likely won't do much.

I don't know who to believe? And just now, on another forum I frequent, I read another similar story to mine about somebody who feels they should be getting closer to 5 mbps but are provisioned at 3 mbps. What gives? Does TekSavvy save on their lease payments to Bell if they keep as many of their clients as possible provisioned to a lower speed?

Other than that though, tech support is very knowledgeable when it comes to troubleshooting the internet set up, setting up my MLPPP router, etc. I definitely have to give credit to them on that front.

The service is the best widespread offered internet in Canada. I'm just wishing it was as good as it sounds on paper....

4 comments:

  1. Hi,

    Could you send me a PM with your account information so I can take a look at what might be happening?

    Thanks,

    David

    ReplyDelete
  2. They pushed it up to to 3488/800, which isn't bad, but doesn't really address the line transfer issue, so I'll try under a different trouble type to see if we can get a response.

    TSI Mike (Company tech help_
    TSI Mike
    Premium
    Chatham, ON

    ReplyDelete
  3. You said:
    "I don't know who to believe when it comes to the excuse as to why I'm getting 3/5 of what I'm supposed to be getting."

    As much as I am not a fan of DSL, I would believe the Teksavvy team before anyone from Bell. Standard procedure to them is to fix what they can (or pretend to), tell you everything is fine and leave you. Its common knowledge in these forums that techs will say your speed is great as they test with a meter (if their meter isn't defective. Bell does not prove in their meters. No QA that the meter is actually correct).

    You should learn how to get your line stats and understand them. The line stats from the modem does not lie.

    You can always make a topic asking for help getting your line stats. The modem can be used as a meter (better than Bells meter) and it shows reality and not some fabricated numbers.

    So before questioning TSI, learn these stats. They don't lie.

    ReplyDelete
  4. I don't think Teksavvy is holding you speed back from you if it's technically able to handle it based on lines provided by Bell.

    Based on the line stats Teksavvy sees on their end, they should know IF your line can handle over 3mb.

    The test the Bell Tech did, did he use the same JACK and same wire running to the modem? If not, then it could be the reason for the max out at 3mb.

    It's also possible the Bell Tech didn't know much more than "it works, and you can get sync" or just BSed you cause you are with a 3rd party, in hopes you may come crying back to Bell. This does happen.

    There's many factors with this.

    Tech help

    ReplyDelete