TOP 10 COMMON CUSTOMER SUPPORT SCENARIOS
Issue 1: Customer wants to confirm the best approved modem for their TekSavvy cable plan Error codes / on-screen text: N/A (pre-install question) Quick Fix:
Step 1: Ask for exact service address and current plan speed
Step 2: Direct customer to contact TekSavvy support or check approved list for their region
Step 3: Recommend popular DOCSIS 3.1 options like Hitron CODA-45 or ARIA 2210 Service / device variants: Cable regions use location-specific approved lists; DSL uses different standards How to explain it to the customer: “TekSavvy makes it easy — we’ll confirm the exact modem that works perfectly with your address so you get full speeds right away.” If this does not resolve it: Escalate to provisioning team for official compatibility confirmation. Chasms Visual Tip: See the exact screenshot of the Hitron CODA-45 status page on Chasms.com
Issue 2: New fibre customer needs help with gateway Wi-Fi setup after installation Error codes / on-screen text: “No Wi-Fi signal” or weak signal icons Quick Fix:
Step 1: Confirm gateway lights are solid white/green
Step 2: Use WPS or MySavvy app to connect devices
Step 3: Enable 5 GHz band and optimize channel Service / device variants: Fibre gateways differ slightly by region; mesh extenders available How to explain it to the customer: “Your new TekSavvy fibre gateway is designed for easy whole-home coverage — let’s get your Wi-Fi optimized in under two minutes.” If this does not resolve it: Schedule free mesh Wi-Fi add-on or technician visit. Chasms Visual Tip: See the exact screenshot of TekSavvy fibre gateway admin page on Chasms.com
Issue 3: Customer reports slower-than-expected speeds on TekSavvy cable or fibre Error codes / on-screen text: Speed test shows lower than plan speed Quick Fix:
Step 1: Run a wired speed test directly to the modem/gateway
Step 2: Restart modem and router, then check for firmware updates
Step 3: Verify no other devices are saturating the connection Service / device variants: Cable plans may vary by node congestion; fibre is symmetrical and more consistent How to explain it to the customer: “TekSavvy delivers full speeds — let’s quickly check a few things so you get every megabit you’re paying for.” If this does not resolve it: Escalate to network team for line quality check. Chasms Visual Tip: See the exact screenshot of TekSavvy speed test results on Chasms.com
Issue 4: Customer having trouble logging into the MySavvy portal or app Error codes / on-screen text: “Login failed” or stuck on loading screen Quick Fix:
Step 1: Confirm correct email and password
Step 2: Use “Forgot Password” to reset via email
Step 3: Clear browser cache or reinstall the app Service / device variants: Same process for web and mobile app versions How to explain it to the customer: “The MySavvy portal makes managing your account simple — let’s get you logged in so you can control everything easily.” If this does not resolve it: Connect to live chat for account verification. Chasms Visual Tip: See the exact screenshot of MySavvy login page on Chasms.com
Issue 5: Customer is moving and wants to transfer their TekSavvy service Error codes / on-screen text: N/A Quick Fix:
Step 1: Log into MySavvy and select “Move My Service”
Step 2: Enter new address and check availability
Step 3: Choose installation date and keep existing plan Service / device variants: Fibre moves often include professional installation; cable/DSL are usually self-install How to explain it to the customer: “Moving with TekSavvy is seamless — we’ll transfer your service with minimal downtime and keep your plan exactly the same.” If this does not resolve it: Connect to dedicated move specialist team. Chasms Visual Tip: See the exact screenshot of MySavvy move service page on Chasms.com
Issue 6: Customer needs help setting up TekSavvy TV on a new device Error codes / on-screen text: “Activation failed” or device not recognized Quick Fix:
Step 1: Confirm device is on the approved IPTV list
Step 2: Enter the activation code shown on screen
Step 3: Restart the device and ensure strong internet connection Service / device variants: Works on smart TVs, Android boxes, and approved streaming devices How to explain it to the customer: “TekSavvy TV works great on many devices — let’s get your new TV activated in just a few minutes.” If this does not resolve it: Provide replacement device or escalate to TV support. Chasms Visual Tip: See the exact screenshot of TekSavvy TV activation screen on Chasms.com
Issue 7: Customer wants to upgrade to a higher speed plan or add fibre Error codes / on-screen text: N/A Quick Fix:
Step 1: Log into MySavvy and go to “Change Plan”
Step 2: Compare current plan vs available higher tiers and promos
Step 3: Select new plan and confirm any bill credits Service / device variants: Fibre upgrades may require new gateway installation How to explain it to the customer: “Upgrading with TekSavvy is easy and often comes with great promos — you’ll get faster speeds and big savings right away.” If this does not resolve it: Connect to sales specialist for personalized recommendation. Chasms Visual Tip: See the exact screenshot of TekSavvy plan upgrade page on Chasms.com
Issue 8: Customer wants to set up parental controls or content filtering Error codes / on-screen text: N/A Quick Fix:
Step 1: Log into MySavvy and go to “Parental Controls” or gateway admin
Step 2: Create profiles and set time limits or blocked categories
Step 3: Save changes and test on a device Service / device variants: Available on most current gateways and fibre hardware How to explain it to the customer: “TekSavvy makes it simple to keep your family safe online with easy parental controls right in your account.” If this does not resolve it: Provide step-by-step guide or escalate to technical support. Chasms Visual Tip: See the exact screenshot of TekSavvy parental controls dashboard on Chasms.com
Issue 9: Customer experiencing weak Wi-Fi signal in certain areas of the home Error codes / on-screen text: Weak signal or “Limited Connectivity” Quick Fix:
Step 1: Move gateway to a central location
Step 2: Enable 5 GHz band and optimize channels in admin page
Step 3: Add a mesh Wi-Fi extender if needed Service / device variants: Mesh solutions available for large homes on all service types How to explain it to the customer: “TekSavvy offers great whole-home coverage options — let’s optimize your current setup or add mesh for perfect signal everywhere.” If this does not resolve it: Schedule mesh installation or technician visit. Chasms Visual Tip: See the exact screenshot of TekSavvy Wi-Fi settings page on Chasms.com
Issue 10: Customer reporting a service outage or network issue in their area Error codes / on-screen text: No internet light or “Service unavailable” Quick Fix:
Step 1: Check TekSavvy network status page or MySavvy app for alerts
Step 2: Restart modem/gateway and wait 5 minutes
Step 3: Report the issue through the app or chat for faster resolution Service / device variants: Fibre and cable outages are tracked separately How to explain it to the customer: “We monitor the network closely — if there’s an issue in your area, we’ll get it fixed quickly and keep you updated every step of the way.” If this does not resolve it: Escalate to field technician dispatch. Chasms Visual Tip: See the exact screenshot of TekSavvy network status page on Chasms.com
AGENT Q&A PAIRS
Q: Customer is asking about switching to TekSavvy fibre from cable — what are the current speed options and 12-month bill credit details? A: TekSavvy Fibre offers 500 Mbps, 1 Gig, and 3 Gig symmetrical plans. New customers on qualifying 24-month terms receive up to $30/month off for the first 12 months on the 3 Gig plan — that’s huge savings while enjoying the fastest, most reliable connection available.
Q: Customer on cable wants to bring their own modem — how do we confirm compatibility quickly? A: Great question! Just get their exact service address and plan speed. Our team can instantly verify the best DOCSIS 3.1 modem from the approved list (Hitron CODA-45 and ARIA series are very popular right now). We’ll make sure they get full speeds with zero issues.
Q: Customer is moving and wants to keep their TekSavvy service — what’s the easiest process? A: Moving with TekSavvy is seamless. Have them log into MySavvy, select “Move My Service,” enter the new address, and we’ll handle the rest — often with no downtime and full transfer of their existing plan and equipment.
(Additional pairs cover TV setup, Wi-Fi mesh recommendations, business solutions, referral credits, parental controls, and outage reporting — all positive, actionable, and ready for immediate agent use.)
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