30 Nov, 2016 → by ClaimboUser295112
3 Circles of Support ***

The following piece I like to call the 3 Circles of Support ***. Enjoy! My ordeal started about 3 weeks ago when I decided to open an account with Velcom and use my own Thomson DCM 476 cable modem. Now, if unfamiliar with Velcom, it is a small reseller of Rogers’ services, operating out of Brampton. They have more reasonable rates than the big ISP providers and for someone on a budget like myself trying them out seemed like a good idea. I previously used Teksavy and was okay dealing with most of their shortcomings. In the process of activating my account, I got a notification from Velcom that they are unable to activate my account because Rogers notified Velcom that my modem is registered with Tekksavy. Velcom urged me to troubleshoot the problem with them. A ticket was opened and, after 48 hours, a TekSavy rep notified me that Rogers have investigated the issue and that everything was resolved. I called Velcom, they contacted Rogers and Rogers got back to Velcom informing that the problem was not solved. I called TekSavy, they opened another ticket, and after another 48 hours – same results. On a third time opening a ticket with TekkSavy, I got an email saying that they’ve done everything they can and I should call Rogers. I called Rogers, the Rogers tech support couldn’t help because I don’t have an account with Rogers and told me that all tech support issues should be dealt via my ISP – Velcom. I called Velcom, they opened another ticket. For some miracle, someone at Rogers got back to them saying that the issue was resolved and that whatever “provisioning” error my modem had was resolved and that a Rogers technician was on his way. The technician showed up on time, as scheduled, installed the cable connection and plugged in the modem. The modem naturally did not work. It simply displayed the two blue blinking lights associated with this “provisioning” error. The technician assured me that this is not the first time he is seeing this and that this is something he normally is resolved with tech support at Rogers and since I am not a customer of Rogers I should call the tech support of my ISP – Velcom. The technician left and I called Velcom. They opened a ticket that went to Rogers. A Customer Support from Velcom has assured me that everything possible is being done and that someone from Rogers will call me to help me to troubleshoot the problem. Rogers support did call me. The first thing they asked me is for an account number. Needless to say this conversation didn’t go so well. The Rogers support told me that there is this special team that handles this type of “provisioning” issues and the only way to contact them is via a ticketing system. The technician told me that I should contact my ISP – Velcom. Velcom opened another ticket and, day later, Rogers technician showed up again. What made this thing extra special is that it was the same guy from day before! This time he brought a Rogers modem to confirm that yes indeed a “provisioning” issue with the modem for which my ISP must open a ticket to the Rogers team. At this point I’ve lost all sense of humanity and unfortunately unloaded on tech and sales team. The entire thing is absolutely obsurd and infuriating. Someone on some end is not doing their job. I don’t know who is it so figured to share and hope that either Rogers, Tekksavy or Velcom takes responsibility for my colossal time waste and psychological damage.
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