Frequently Asked Questions (FAQ)
How long does it take to activate service? It takes a minimum of 5 business days to activate service after payment has been received.
What is Dry DSL? This is a service for locations with no active phone lines (no telephone numbers). Dry DSL is subject to an activation fee as well a monthly band fee. You can obtain the band fee for your area by inputting a phone number from a nearby neighbour or business: http://teksavvy.com/en/drycheck.asp?ID=7&mID=3 Note: If you have an active telephone line and would like to keep your telephone number, order one of our regular DSL services.
Do I have to be a Bell telephone customer to use your DSL Internet service? No, our service can be activated on most analog phone services. For all non-Bell lines we require the circuit number formatted as LCLXXU######000BCLA000, which can be obtained from your local voice provider.
I currently have DSL with another ISP, how do I switch providers? If you currently have service with another provider: 1) Call and inquire about their cancellation policy. 2) Cancel your service with them and obtain a cancellation date. 3) Place the order, specifying an activation date 2 days prior to the disconnection of your previous provider. Note: Current Sympatico customers should coincide their activation date with Sympatico cancellation date. *Activation date cannot be for a weekend or holiday.
What are the differences in the 3 models of modems? The SpeedTouch 516 is a single ethernet por DSL modem. The SpeedTouch 546 is a 4 ethernet port modem with router. The SpeedTouch 585 is a 4 ethernet port modem with wireless router. All modems com with a 1 year limited warranty.
Can I use my own modem? Yes, you can use your own modem. The modem must support G.DMT and be PPPoE configurable. Telus modems will not work.
What are filters? A filter is a small electronic component that fits between your phone line jack and telephone. With DSL service, all devices on that telephone number, except the modem, must be filtered. The filter protects the phone from high frequency noise, as well as protects the DSL signal from noise contamination by high frequency noise added by telephones.
If I order hardware, how will it be delivered? We use Canada Post to deliver your modem to you, at a fee of $10.00. You will need to pick up your modem at your local Canada Post office.
When is my first payment due? First payments are due immediately. In order to process a request, we must receive the first month's total and any additional charges for hardware and shipping.
Are there contracts? TekSavvy does not have contracts. We are a prepaid service that runs month-to-month.
What are the methods of payment? We accept Visa, MasterCard, pre-authorized payments and online payments.
How many email address are included with the service? Up to 3 email addresses are included with our DSL service. Additional addresses can be purchased for $1.00 each per month.
Do you offer technical support? Yes. Technical support is available 24 / 7.
Are there any blocks or restrictions on my line when I sign up? We automatically block 900/976 and collect calls. If you wish to block long distance there is no charge to block it, but a $15 charge will apply to reactivate it.
Visual Call Waiting - What is it? It has 3 features: Call Display, Call Waiting, and the ability to see the waiting call, so it's really 3 features in one.
Who is my current, ACTIVE, Long Distance Provider? You're able to call (700) 555-4141 to find out.
What happens when I call 611? 0? Where do these go? The call is directed to Bell Canada. For repair issues please contact TekSavvy at (877) 357-2889.
Can I keep the same long distance plan, or must I take TekSavvy's long distance plan? You can have any long distance (LD) plan, though you will have to contact your LD provider and let them know of the switch to TekSavvy phone and ask when it will be reactivated (normally its 3 business days from your phone activation date).
If I'm migrating from Bell/Reseller or a CLEC (i.e. Rogers) with DSL already on the line, how long will it take and is there any DSL downtime expected? If it happens, is a quick restoration expected? If transferring from Bell/Reseller with DSL on the line, it's normally 10 business days and DSL shouldn't be interrupted. A CLEC normally takes 10 business days and your DSL will be down for 5 business days starting the day your phone line is active.
I cannot find a price for my area on your website, can I get your service? Yes, if you encounter a situation where your city does not populate when entered, please email and we will submit an inquiry.
I currently have phone with another provider, do I have to call them and cancel? If you are porting your current number, you will not have to contact your current provider to cancel. We will arrange this on your behalf.
If I have home phone with Bell, can I keep my telephone number? Yes, we can port the number. It is very important that we get the information exactly as it appears on your phone bill, even if it is misspelled. Otherwise, the order will get rejected.
If I have a phone with another provider, for example Rogers, am I able to port that number as well? Yes, it will take approximately 10 business days to port the number from a CLEC.
I am a Primus customer am I able to transfer my number? According to Bell, Primus is not recognized as a CLEC. The customer will have to call Primus and find out what phone service they are reselling. E.g. Rogers, MTS Allstream or Bell.
Can you transfer a VOIP phone number? We are able to port most VOIP numbers however if the number has never been in the Bell database, the conversion may take up to 6 months.
My phone is tentatively being activated for today. What time should I expect the service to be working? The service should be active as of 6 p.m. however It can sometimes take up to 12 a.m.
Why is there a line password box on the order form? If you are transferring from Bell or a CLEC and have a password on your account for security purposes, Bell or the CLEC will require this password to be mentioned. Otherwise, the order will be rejected and delays in activation will be experienced.
I need to setup my voice mail service. What is my mailbox number and temporary password? When initially setting up the voice mail, you will be prompted to enter your mailbox number and temporary password. If your phone number is (519) 999-1234, your mailbox number and temporary password will be 999-1234.
Do you offer extended local calling areas to reduce long distance calls? Yes, it is factored into the pricing.