Internet service provider Teksavvy is apparently dealing with some Internet issues during peak times, according to various customer complaints across the web.
The primary complaints are in Eastern Ontario (but also in other areas of service such as Vancouver), where users are saying during prime time hours in the evening (when most people are online) around 8:30pm or so until 11pm, Internet ping speeds are higher than normal, making Netflix and TV unwatchable (constant buffering), along with online gaming.
These issues have started in early October and users have vented over at the DSL Reports forums and on Reddit.
Those reaching out to TekSavvy are being told the company apparently reached its network capacity and are trying to increase it with Rogers (Teksavvy is an internet reseller).
Rogers offers internet in Ontario, New Brunswick, and Newfoundland and is not the only provider of wholesale internet to TekSavvy.
“We are aware of evening congestion in some areas and are working with our vendors to resolve this issue as quickly as possible. We hope to have a specific ETR for you soon. Thank you for your patience,” explained a TekSavvy customer service rep on Reddit.
Despite the customer complaints, TekSavvy announced today it is “loved by customers”, saying it has been named the winner in the category for Internet Service Provider in four readers’ choice awards, in a release sent out this morning:
“On behalf of the entire TekSavvy team, I’m honoured that consumers continue to recognize our services and customer experience,” said Marc Gaudrault, CEO of TekSavvy, in an issued statement. “Putting our customers first when delivering our internet, phone, and television services is the right thing to do. Being recognized by these four respected publications confirms we’re on the right track to serve Canadians.”
We’ve reached out to TekSavvy regarding this Internet issue and will post an update when we hear back.
Update Oct. 31, 1:08pm: A TekSavvy spokesperson sent iPhone in Canada the following statement, which doesn’t answer much. We’ve requested more specific info and will update accordingly:
As for customer issues reported in the story, we are aware or some of the customer concerns you highlighted. We’ve been experiencing some growing pains and we are working towards a fix as quickly as we can. It looks like overall the effects are limited, and we are reaching out to affected customers.
