DCM476 modems bad firmware. TekSavvy replaced mine with a DCM475
I wanted to share my experience.
Switched from Rogers to Teksavvy.
Experience was horrible so far, but we do have a solution. (scroll to bottom)
With Rogers - everything worked. Time capsule worked automatically with the cable modem.
Switched to Teksavvy. Cheaper and Rogers wasnt willing to offer more usage. Went through retention dept and the most they offered was 20% off - but with their usage caps, it made sense to go to Teksavvy with their 300 gb limit.
I cancelled Rogers. Same day I got Teksavvy. I ended up buying their cable modem. DCM476 for $100.
Day 1 - the day of the switch Teksavvy they kept saying - it should switch over automatically, just be patient. It never switched over automatically.
Day 2 - called and got bounced around. Note - you need a PC to troubleshoot. This doesnt work well for me as I have a macbook air and the apple time capsule. Not friendly to mac. No internet for the day.
Day 3 - I finally borrowed a laptop from work. I plugged in laptop to modem. It works on direct connection. But it doesnt connect to airport time capsule. I have latest firmware for everything @ time.
The airport time capsule worked with Rogers. However it doesnt work for Teksavvy.
Note - i probably have had 6 calls with Teksavvy - basically I got the run around - it works on a direct connection - that's all we need to do - tough luck.
I saw the thread - and tried to get them to give me the DCM475... but they dont offer that anymore.
Honestly - they need to know this problem and at least have some support for this. They should know this error and tell people - not force people to search the internet for solutions. It's ridiculous their attitude. That might be the worst.
So it didnt work.
Is it Teksavvy's problem? or an Apple Time Capsule problem? i.e. why did ATC not connect to the DCM476?
To me - the ATC connected to Rogers - so it's a Teksavvy prob.
Day 4... I was able to get a cheap router from work.
*** SOLUTION: for me was to get another router. Just a cheap one. DCM476 -> connected with cheap router -> which connected to the Airport Time capsule.
So my problem is solved. After many hours and lot'sve of problem solving. What a waste of time. We'll see how my experience continues with them.
I would not recommend Teksavvy to anyone.
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Rogers tech finally dropped by. They'd disconnected me from the panel (hence the loss of 2 days of service). The tech reconnected me and said "goodbye" ... I asked him to stay to show him I could reproduce the original issue... and I did. He said it was a modem issue.
Call back TekSavvy... long story short, apparently, they're having issues with some of the DCM476 units and are shipping me a replacement DCM475 which should arrive in 3-5 days. I'm hoping that the replacement modem fixes the issue... tbh, it's the ONLY piece of equipment that's been swapped from my Rogers setup when everything worked A-OK.
RSMRSM, I did mention that I *knew* someone else that experienced the same issue... you should call it in. They'll likely dispatch a tech but in the end, you'll probably get a replacement modem (DCM475). I'll post back once I get the new modem... hoping that this will solve the problem.
At least now, someone can Google the problem and see what the solution/ouctome is and know it's most likely not their Apple equipment!
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I got the replacement modem (DCM475) last night and hooked it up. I've been running problem free since 7:35pm last night (since I hooked it up). I'll be asking for a credit from the install date (2 weeks) & certainly get in touch with the CEO in hopes that they can better train their staff to diagnose THEIR hardware issue instead of passing the buck and saying the problem is router related.
If they suggest to send a tech in, I'd skip the step and just go straight for the replacement (ask for or confirm they are sending DCM475 to replace the faulty DCM476).
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There was a bad firmware on some DCM476 modems. TekSavvy replaced mine with a DCM475. Just call them and ask to ship you a replacement.
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Thanks guys, I called them and they told me that my dcm476 has the new firmware (after they had me check it) they told me that they no longer swap out the units since this firmware fixed the problem. I am still having issues with my xbox or ps3 connecting some times and my iMac seem randomly does not work on pages like google or facebook. I'm starting to think maybe it is an issue with my wireless router (dlink dir-857 n900 media router). They suggested that I call dlink and try to get them to help me in making sure all my settings are correct.
Thank heavens I found this thread! I was going crazy trying to troubleshoot this. I first noticed the issue when Teksavvy had that major outage and we were without service for over a week. I ended up switching out my Airport Extreme for an old SMC router I had lying around.
ReplyDeleteToday, the internet was again on the fritz, so I tried troubleshooting again, and hooked up the Airport Extreme. All worked well for about 20 minutes and then everything fell apart again. I called Teksavvy to see about outages again, and got a less than helpful CSR rep, who sounded like a Bangalore outsourced company following a check list (is the modem plugged in, etc.) I couldn't get the AE working consistently, and as soon as I switched back to the old router - it all works again.
Now I'm going to have to check to see what modem I've got. I know it's a Thomson, and the firmware details are:
Status Code: Operational
Software Version: STAC.02.16
Software Model: a81a
Bootloader: 2.3.0
I think I've had it for over a year, so I might end up having to buy a new modem. Weird that it worked before and now stopped working?
I as well have had great service from TechSavvy. Speed has been acceptable, allowing me to easily stream NetFlix. I have never reached any kind of max download/upload limits; I don't think they track Ontario cable usage... I figured this out after I was concerned about the amount of streaming I was doing and found their phone tech said they do not track after 2:am - 7:00abt. I'm on their Extreme Cable 28 plan.
ReplyDeleteWhen Teksavvy (or any company) does a very clear mistake and does not compensate your for that mistake.
ReplyDeleteFind a "consumer court" "small claims court" in your jurisdiction, check their rules, ensure that your case is legally solid (e.g you have emails or other records of them promising something and not delivering, loosing internet connectivity for a long duration and not getting a reduced bill etc).
Sent a "WITHOUT PREJUDICE, formal notification - asking them for compensation, listing the difficulties that you have undergone because of the loss of internet connection or whatever"
They'll mail you back with a stingy offer (we'll send you a free modem, free 1 week internet), hike it up to the level you want, If you are unhappy, be ready to go to the court.
Small claims court usually do not require a lawyer; so the expenses are low. I got a good "climb down" from TekSavvy - it should be similar for any company that takes customers for a ride assuming customers won't take the pain for suing.
Sounds like a typical Apple user who doesn't know how to set up a home network. Their CS must have the patience of a saint dealing with you.
ReplyDelete