My "switching from Videotron to Teksavvy" experience - Page 2 - Canadian TV, Computing and Home Theatre Forums

Jake · 2012-06-16, 10:13 AM

As of 6AM this morning my modem came alive. Finally! I am now being piped in via Teksavvy. First a few numbers before I explain what happened yesterday.

I did a speed test. It was quite stable at about 15.7/1.5 Mbps. Ping was 26 ms. I will do a few more over the next few days but no issues with the Thompson modem.

Yesterday I made many more calls and manage to talk to a senior tech who gave me the straight goods. He said I most definitely would have needed to be there on the 14th. So if anyone if reading this YOU NEED TO BE HOME regardless of what TSI or Videotron tells you. I got lucky yesterday in that a tech was available to drop by in the evening. If not then it would have been another week of waiting. The tech arrived and installed 6 locks on various cable junctions. Videotron modem cable, Teksavvy modem, wall outlet, a splitter in the basement (where my previous cable TV was hooked up). He then called in and reported the numbers. I assume this was the point where the work order was signed off. I called TSI to tell them the work was done. Apparently the Videotron GSR department (who does the provisioning) closes at 5PM (again nice hours). At that point I was not sure if the modem would be provisioned until Monday.

Well as you can see I did happen early this morning. Why at 6AM I don't know but I do know that my Videotron service stopped at 6AM on Wednesday so it would seem that is a magical time for modem activations and deactivations.

After I have had a day or two I will post my simplified HOWTO for Videotron to Teksavvy. Hopefully all my misadventures will help anyone looking to do the same. My mistake was believing what I was being told. And on more that one occasion I was told by TSI I just had to plug in the modem and call TSI to have it activated. That is definitely not the case with Videotron. Afterwards, a senior tech at TSI told me Rogers will sometimes do that as well.

To Be Continued ...

ScaryBob · 2012-06-16, 10:40 AM

My Rogers experience was quite different. I had to be home for the hookup (new install) but all the tech did was check the signal level. The only lock is on the outside box. I hooked up the modem and informed TSI. It was provisioned the same day a few hours later. It sounds like Videotron is a lot pickier about locking things down and when things get provisioned.

Jake · 2012-06-18, 10:07 AM

Here are my suggested tips for switching cable internet from Videotron to Teksavvy. Note this is only based on my experience and what I have manged to glean from other users. It should be noted that different cable companies may have different policies and also the procedures may change over time.

1. Call TSI and ensure your address is serviced by cable Internet and what speeds are possible.
2. Call Videotron and set a cancellation date. I suggest 3 weeks in advance (so you get the date you ask for). Try to avoid the end of the week. (edit: it may be possible to skip this step. Ask TSI to confirm this).
3. Call TSI and request service and give the same date you gave Videotron (if you did step 2). TSI will confirm this date via an email. If it is different call Videotron and adjust your Videotron disconnect date to match.
Plan to BE HOME the date Videotron gives you. Especially if you have any other Videotron services you will be keeping (TV, telephone).
5. Videotron tech will hook up your modem, check the signal and secure the line with cable locks.
6. The tech will then sign off on the work order and the provisioning (modem validation) will be done.
7. At this point you may have to wait a few hours before you get online.
8. Congrats you are now surfing with Teksavvy!

Notes:

Once you are online I suggest you try a speed test to make sure you are getting your published speeds. Try http://www.speedtest.net/

If you do not have any other services with Videotron the process may be simpler. In this case Videotron may request you cut the cable line (if it is cable locked) to the cable modem and return it to them and no tech will visit. I can't confirm this though. If you do plug in your own modem it is best to be home that day to speed up the modem provisioning/troubleshoot with Videotron/TSI.

If you want the 15Mbps speeds or greater make sure you have a compatible DOCSIS 3 modem.

eljay · 2012-06-18, 10:22 AM

My experience with switching DSL service from Primus to TekSavvy was, thankfully, pretty straightforward and hassle-free.

1. I called TekSavvy to discusses a package and a potential activation date of May 30 based on my billing period with Primus.
2. I called Primus to confirm that I could terminate on May 30 with no additional billing charges. The CSR said 'yes'.*
3. I confirmed the date w/ TekSavvy and ordered a new modem (to handle the 12Mbps service).

TekSavvy told me I'd have to be available at home between noon and 21:00 on May 30 in case:
- the Bell technician needed access to the house between noon and 17:00; and/or
- the TekSavvy sub-contractor needed access between 17:00 and 21:00.

4. On May 30, I was at home a few minutes before noon. As I was driving into the neighbourhood, I saw a Bell tech working on the local switch box and thought "I wonder if that's him already."
5. At ~14:00, the cheerful TekSavvy sub-contractor showed up, confirmed that Bell had already done their bit and, about thirty minutes later, he was gone and I was up and running with my new service.

-------------------------
*Although I had no intention of staying with Primus, I must say that I was a little disappointed that I wasn't offered any incentives. The conversation went like this (almost verbatim):

Me: "Hi, I'm calling to cancel my Internet service."
CSR: "May I inquire why?"
Me: "I'm planning on switching to another company."
CSR: "OK, sir."

And then we discussed the termination date.

ScaryBob · 2012-06-18, 11:10 AM

Quote:

Originally Posted by Jake

2. Call Videotron and set a cancellation date...
3. Call TSI and request service and give the same date you gave Videotron.

Wrong way around.
2. Call TSI, request service and wait until the installation date is confirmed.
3. Call Videotron (or other cable company) and give them the confirmed installation date as a cancellation date.

Jake · 2012-06-18, 11:48 AM

When I initially called TSI they recommended I do it that way. Perhaps Videotron requests that their customers request the switch. Or it might be a Quebec thing. They have fairly strong consumer protection laws here.

dunlop · 2012-06-18, 10:42 PM

I posted last page that Electronic Box takes care of the cancellation for you, I am assuming that this is mandated by law or there is no way in H*ll Videotron would accept the cancel request.

Why does teksavvy not do it as well, I would imagine it would make the whole process a lot easier

Jake · 2012-06-24, 08:13 PM

I can't answer the question about TSI. It may be true TSI can handle the disconnect. But you would think after calling them 3 times at least one of the techs would have mentioned it. And if true they should be promoting the hell out of that aspect rather than let the confused and apprehensive customer handle it.

I suspect Videotron would want their retentions department to speak to you so they could make a counter offer. Which they did with me. Also, given that some people will lose their bundle discount, it might lead to some confusion for the customer.

True to form I got my first Videotron offer in the mail last week. Two year free PVR rental if I got TV. So only $650/year plus 9 lines of small print! Glad I got out of that racket called cable TV.

Anyway my speed has been solid at 15.5/1.5Mbps at all times of the day. I have no complaints and still recommend those thinking of changing to go ahead.

Jake · 2012-06-30, 10:33 PM

Hey just another update. Actually this post is to reported an unexpected bonus in switching to TSI. Now I can browse the marks.ca and sportchek.ca websites. Due to Quebec's language laws both these sites are not available under Videotron (since the IP orginited in quebec). Now my IP originates in Toronto so I am golden. I know there are other sites as well so you might want to add this to your list of advantages for switching.

99gecko · 2012-07-09, 01:43 PM

Quote:

Originally Posted by Jake

...Now I can browse the marks.ca and sportchek.ca websites. Due to Quebec's language laws both these sites are not available under Videotron (since the IP orginited in quebec)...

What?!? Do those businesses not operate in Quebec? I think they are both Canadian Tire companies. Sorry to hijack your thread.

Great summary, btw. Teksavvy finally lifted a stop-sell in my area, so I am hopeful some of your advice is applicable for Rogers. I am going to give it a few months to see how others in my area with new service are finding it first though.

Jake · 2012-07-09, 01:50 PM

Yeah I have another thread on that topic if you care to read up on it.

http://www.digitalhome.ca/forum/showthread.php?t=142504

I am pretty happy about my switch. I have been "coaching" a few friends as well. I had to laugh the other day when I got my Teksavvy invoice. It is only 4 lines long! Monthly fee, two taxes and the total. Compared to the 4 page monstrosity Videotron produces.

2012-06-16, 10:13 AM	#16
Jake Moderator Join Date: Apr 2003 Location: Gatineau and Ottawa Posts: 10,171	As of 6AM this morning my modem came alive. Finally! I am now being piped in via Teksavvy. First a few numbers before I explain what happened yesterday. I did a speed test. It was quite stable at about 15.7/1.5 Mbps. Ping was 26 ms. I will do a few more over the next few days but no issues with the Thompson modem. Yesterday I made many more calls and manage to talk to a senior tech who gave me the straight goods. He said I most definitely would have needed to be there on the 14th. So if anyone if reading this YOU NEED TO BE HOME regardless of what TSI or Videotron tells you. I got lucky yesterday in that a tech was available to drop by in the evening. If not then it would have been another week of waiting. The tech arrived and installed 6 locks on various cable junctions. Videotron modem cable, Teksavvy modem, wall outlet, a splitter in the basement (where my previous cable TV was hooked up). He then called in and reported the numbers. I assume this was the point where the work order was signed off. I called TSI to tell them the work was done. Apparently the Videotron GSR department (who does the provisioning) closes at 5PM (again nice hours). At that point I was not sure if the modem would be provisioned until Monday. Well as you can see I did happen early this morning. Why at 6AM I don't know but I do know that my Videotron service stopped at 6AM on Wednesday so it would seem that is a magical time for modem activations and deactivations. After I have had a day or two I will post my simplified HOWTO for Videotron to Teksavvy. Hopefully all my misadventures will help anyone looking to do the same. My mistake was believing what I was being told. And on more that one occasion I was told by TSI I just had to plug in the modem and call TSI to have it activated. That is definitely not the case with Videotron. Afterwards, a senior tech at TSI told me Rogers will sometimes do that as well. To Be Continued ... __________________ Tip: See an offending post? Don't reply, report it by clicking on the 'Report Post' icon.

2012-06-16, 10:40 AM	#17
ScaryBob Veteran Join Date: Feb 2009 Location: The Dandelion City Posts: 7,133	My Rogers experience was quite different. I had to be home for the hookup (new install) but all the tech did was check the signal level. The only lock is on the outside box. I hooked up the modem and informed TSI. It was provisioned the same day a few hours later. It sounds like Videotron is a lot pickier about locking things down and when things get provisioned. __________________ At 20 I had a good mind. At 40 I had money. At 60 I've lost my mind and my money. Oh, to be 20 again. --Scary

2012-06-18, 10:07 AM	#18
Jake Moderator Join Date: Apr 2003 Location: Gatineau and Ottawa Posts: 10,171	Here are my suggested tips for switching cable internet from Videotron to Teksavvy. Note this is only based on my experience and what I have manged to glean from other users. It should be noted that different cable companies may have different policies and also the procedures may change over time. 1. Call TSI and ensure your address is serviced by cable Internet and what speeds are possible. 2. Call Videotron and set a cancellation date. I suggest 3 weeks in advance (so you get the date you ask for). Try to avoid the end of the week. (edit: it may be possible to skip this step. Ask TSI to confirm this). 3. Call TSI and request service and give the same date you gave Videotron (if you did step 2). TSI will confirm this date via an email. If it is different call Videotron and adjust your Videotron disconnect date to match. Plan to BE HOME the date Videotron gives you. Especially if you have any other Videotron services you will be keeping (TV, telephone). 5. Videotron tech will hook up your modem, check the signal and secure the line with cable locks. 6. The tech will then sign off on the work order and the provisioning (modem validation) will be done. 7. At this point you may have to wait a few hours before you get online. 8. Congrats you are now surfing with Teksavvy! Notes: Once you are online I suggest you try a speed test to make sure you are getting your published speeds. Try http://www.speedtest.net/ If you do not have any other services with Videotron the process may be simpler. In this case Videotron may request you cut the cable line (if it is cable locked) to the cable modem and return it to them and no tech will visit. I can't confirm this though. If you do plug in your own modem it is best to be home that day to speed up the modem provisioning/troubleshoot with Videotron/TSI. If you want the 15Mbps speeds or greater make sure you have a compatible DOCSIS 3 modem. __________________ Tip: See an offending post? Don't reply, report it by clicking on the 'Report Post' icon. Last edited by Jake; 2012-06-24 at 08:16 PM. Reason: see edits

2012-06-18, 10:22 AM	#19
eljay Premium Supporter Join Date: May 2003 Location: Ottawa (Orleans), ON Posts: 8,337	My experience with switching DSL service from Primus to TekSavvy was, thankfully, pretty straightforward and hassle-free. 1. I called TekSavvy to discusses a package and a potential activation date of May 30 based on my billing period with Primus. 2. I called Primus to confirm that I could terminate on May 30 with no additional billing charges. The CSR said 'yes'.* 3. I confirmed the date w/ TekSavvy and ordered a new modem (to handle the 12Mbps service). TekSavvy told me I'd have to be available at home between noon and 21:00 on May 30 in case: - the Bell technician needed access to the house between noon and 17:00; and/or - the TekSavvy sub-contractor needed access between 17:00 and 21:00. 4. On May 30, I was at home a few minutes before noon. As I was driving into the neighbourhood, I saw a Bell tech working on the local switch box and thought "I wonder if that's him already." 5. At ~14:00, the cheerful TekSavvy sub-contractor showed up, confirmed that Bell had already done their bit and, about thirty minutes later, he was gone and I was up and running with my new service. ------------------------- *Although I had no intention of staying with Primus, I must say that I was a little disappointed that I wasn't offered any incentives. The conversation went like this (almost verbatim): Me: "Hi, I'm calling to cancel my Internet service." CSR: "May I inquire why?" Me: "I'm planning on switching to another company." CSR: "OK, sir." And then we discussed the termination date. __________________ MY HT SET-UP (PICS & GEAR LIST)

2012-06-18, 11:48 AM	#21
Jake Moderator Join Date: Apr 2003 Location: Gatineau and Ottawa Posts: 10,171	When I initially called TSI they recommended I do it that way. Perhaps Videotron requests that their customers request the switch. Or it might be a Quebec thing. They have fairly strong consumer protection laws here. __________________ Tip: See an offending post? Don't reply, report it by clicking on the 'Report Post' icon.

2012-06-18, 10:42 PM	#22
dunlop Join Date: Aug 2007 Posts: 286	I posted last page that Electronic Box takes care of the cancellation for you, I am assuming that this is mandated by law or there is no way in H*ll Videotron would accept the cancel request. Why does teksavvy not do it as well, I would imagine it would make the whole process a lot easier

2012-06-24, 08:13 PM	#23
Jake Moderator Join Date: Apr 2003 Location: Gatineau and Ottawa Posts: 10,171	I can't answer the question about TSI. It may be true TSI can handle the disconnect. But you would think after calling them 3 times at least one of the techs would have mentioned it. And if true they should be promoting the hell out of that aspect rather than let the confused and apprehensive customer handle it. I suspect Videotron would want their retentions department to speak to you so they could make a counter offer. Which they did with me. Also, given that some people will lose their bundle discount, it might lead to some confusion for the customer. True to form I got my first Videotron offer in the mail last week. Two year free PVR rental if I got TV. So only $650/year plus 9 lines of small print! Glad I got out of that racket called cable TV. Anyway my speed has been solid at 15.5/1.5Mbps at all times of the day. I have no complaints and still recommend those thinking of changing to go ahead. __________________ Tip: See an offending post? Don't reply, report it by clicking on the 'Report Post' icon.

2012-06-30, 10:33 PM	#24
Jake Moderator Join Date: Apr 2003 Location: Gatineau and Ottawa Posts: 10,171	Hey just another update. Actually this post is to reported an unexpected bonus in switching to TSI. Now I can browse the marks.ca and sportchek.ca websites. Due to Quebec's language laws both these sites are not available under Videotron (since the IP orginited in quebec). Now my IP originates in Toronto so I am golden. I know there are other sites as well so you might want to add this to your list of advantages for switching. __________________ Tip: See an offending post? Don't reply, report it by clicking on the 'Report Post' icon.

2012-07-09, 01:50 PM	#26
Jake Moderator Join Date: Apr 2003 Location: Gatineau and Ottawa Posts: 10,171	Yeah I have another thread on that topic if you care to read up on it. http://www.digitalhome.ca/forum/showthread.php?t=142504 I am pretty happy about my switch. I have been "coaching" a few friends as well. I had to laugh the other day when I got my Teksavvy invoice. It is only 4 lines long! Monthly fee, two taxes and the total. Compared to the 4 page monstrosity Videotron produces. __________________ Tip: See an offending post? Don't reply, report it by clicking on the 'Report Post' icon.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode