I'm an Aussie who moved to Ottawa, Canada in 2008. I'm always having a moan about something. This is where I moan and whinge about things. Enjoy.

Wednesday 21 October 2015

TekSavvy/Rogers Idiocy

I recently had to move house, after the house I was renting was sold to a homeless shelter, who ironically asked us to move out, ie made us homeless.

Anyway, after moving to the new location, I took my cable internet modem with me, and plugged it in at the new location, just expecting the lights to flash up and down while it tried to connect, and fail. To my surprise, it connected and went online.

I called up TekSavvy this morning, to find out about cancelling the cancellation request that I put in a few weeks ago, so I could keep using the service at the new location. I was told that a cancellation can't be cancelled, and that I would need to apply for a new service activation at the new location, costing $65. I was also told that my modem won't work, and I'll need to buy a new one for $99.

When I queried this, asking why the modem that I have that is working will not work, the CSR got stuck in a loop telling me that it will stop working at the end of the month. When I would respond that I understand this, and that it is due to the service cancellation, and ask why it would no longer work on the connection that it currently does, he would repeat that it's going to stop working at the end of the month, and that it's not compatible and won't work.

It obviously is compatible, since it is connected and working. No physical changes need to be made, the service is already connected, all they need to do is update the service and billing addresses that they have on file. I refuse to pay $164 for this, and have to throw away a modem that works perfectly fine.

I know the actual reason, and that is that Rogers are refusing to connect DOCSIS 2.0 modems to the network, however there is no reason for this, especially as they would have allowed it to remain connected forever if I had not moved/cancelled the service.

I have emailed them and opened a case about this, we'll see what their response is. I suspect I'm not going to get very far, but this is ridiculous, and I refuse to pay $164 for nothing. Here's the email I wrote to them:

Hello, I have moved, and I took my cable modem with me. I plugged it in at my new residence, and it works. I called to find out if I can cancel my cancellation, as I now wish to keep the service.

Your CSR told me that a cancellation can't be undone, and so I'll need to pay for a new service activation, which is $65, and that my modem isn't compatible and won't work, so I need to buy a new one for $99.

This doesn't make any sense, as the modem is compatible, because it's working right now. I don't see why I should need to pay $164 for nothing, as the service is already connected and working at the new location. The only thing that needs to change is the billing and service address that you have on file.

Can you please explain both how and why the working modem that I have will somehow magically break at the end of the month and no longer work requiring me to buy a new one, and why I would need to pay $65 for activation of a service that is already activated?


Update: TekSavvy responded:

Justin M. Today at 12:13
Hello Squigley,

Thank you for reaching out to us today.

Since you have not placed a move order for your current service and it is set for cancellation, the current internet you are using is not your own but the person who was previously living at that address. Please do not utilize this connection as you may cause overage charges for someone.

Your modem likely works on the service because the connection and filters are set to work with your current modem but this is not your plan. Once we establish our internet connection to the house then your modem will not work.

Please give us a shout at 1-877-779-1575 if you wish to re-order internet through us.

Thank you and let us know if you have any other questions.

Online Requests Team
TekSavvy Solutions, Inc.
800 Richmond Street
Chatham, ON N7M 5J5

This seems like utter lies to me. If it's not my service, then why do they require knowing the MAC address of the cable modem that the service is provisioned to, and that I am using?

Why do I have a TekSavvy netblock IP?

It's delivered via Rogers' cable, and if I was to order a new service, then the cable that is already connected would be used, so why would this stop my current connection from working?

I responded:

Hello Justin,

Thanks for your update, however I find the information you have provided very hard to believe. I am a systems engineer for a telephone company, and I have a good understanding of how these systems work.

I have not moved into a residence after the previous person left; the owner/landlord of the property still resides there, and he has Bell DSL. He has never had TekSavvy Internet. He has Rogers basic cable for TV, and this is what I connected my cable modem to, which I relocated from my previous residence.

The MAC address of the modem ties the service to my account, so the Internet connection that is online at the new location is mine, as it is provisioned in your system, and it also has an IP within the TekSavvy netblock, which it would not if it was a Rogers or some other service:

NetRange: -
NetName:        TS1-ROGERS
NetHandle:      NET-24-52-192-0-1
Parent:         NET24 (NET-24-0-0-0-0)
NetType:        Direct Allocation
OriginAS:       AS5645
Organization:   TekSavvy Solutions Inc. (TS-1)
RegDate:        2011-06-23
Updated:        2012-02-24
Ref:            http://whois.arin.net/rest/net/NET-24-52-192-0-1

The Internet connection that you would be connecting via Rogers to the property is the connection that is already connected. There are no physical changes required in order for my connection to work. As there are no physical changes required, and the modem I have works, I would still like an explanation of why I am required to pay $164 and replace a working cable modem for no reason.

I could have relocated my cable modem to the new location without informing you of anything, and continued paying my bill each month with no interruption to my service. It seems that is what I should have done instead of trying to do things correctly, and incurring huge charges for nothing.

If you are unable to provide more information and answer my questions, then please escalate this ticket to someone who can.


Update 2: Another response

Leanne R. (TekSavvy Help Centre)
Oct 21, 7:59 PM

Hello Simon,

I am sorry for any inconvenience you have suffered. As a wholesaler we do not directly own the infrastructure. This is why we can not push modems to our Vendors or even complete remote activation's. Our Vendors have deemed these older modems are no longer approved since they are a known cause of congestion on the network. As well they are unable to handle the faster and newer connections.

This has been a slowly phased out but at this time all Docsis 2.0 have been completely phased out and we are no longer able to use them on the network. You can look into your own approved modem from our list on our website. Keep in mind any modem you purchase must match exactly as listed. You will still need to have the services reconnected at your new address since we can not reverse the cancellation. This is for the same reason I mentioned earlier that we do not own the infrastructure and we must follow the rules in place from our Vendors. Even if we could move the service we would still need a approved modem.

If you do decide to get services with us you will need to call in at 1-877-779-1575 to place a new request with a new modem, or have a new modem on hand.

If you have any other questions, please let us know.

Online Requests Team
TekSavvy Solutions, Inc.
800 Richmond Street
Chatham, ON N7M 5J5


OK, so now they're telling me what's really going on. I already knew this was the case, that Rogers are charging a ridiculous fee and TekSavvy are passing it on, and that Rogers are the ones refusing to allow my modem to be connected again.

Was that so hard to answer my questions truthfully? Why did it require telling me a bunch of lies first? Is Justin M being malicious, or is he just ignorant and likes to make things up when he doesn't know the answers?

The next question is why TekSavvy's connection fee is $65, yet Start.ca only charge $50.

Update 3: I give up. Rogers sucks.

I responded to Leanne:

Hello Leanne,

Thank you for your update; and including honest, truthful, and correct information.

Due to the high cost involved with reconnecting my service, which I understand are caused by Rogers, I will be finding another option for Internet service.

The cancellation can go through as already planned, and this ticket can be closed.