Internet

[jkleist]

Bridgeport area (border of Kitchener and North Waterloo).

I'm on Extreme Plus, supposed to be getting 33 Mbps down and just like everyone here, I'm getting 1.5 - 2.0 Mbps after 5 pm. During the day, I can get upwards of 30-40 Mbps (but I'm rarely ever at home before between 8-6 pm).

I've logged almost 30 support calls with Rogers since the slow speeds started.  Rogers should be embarrassed with it's customer service and technical support team.  The first 10 calls involved them blamming slow speeds on the modem, cable into the house, from the curb, etc. I had one tech and one maintenance guy in, both saying signal strength is perfect from curb to modem.  After this, tech support said to replace the modem (even though the tech said it was working perfectly). I replaced the modem anyhow but didn't fix the issue.  Finally, tech support sent one more tech out to replace the cable right from the curb to the modem (yes, an entirely new run).  Didn't fix the issue.  There was nothing left to replace!

I called back and asked for tier 2 tech support (which is who tier 1 refers to when they don't know the answer) and they told me there is a known network issue affected Docsis 3.0 modems in several areas of KW and could not provide an ETA.  They credited my account for the full month since I'm receiving basically no service.  I said I'll call back in a week.

I called tech support just now and asked if there was an update on the network issue, he checked with tier 2 and said the network issue still exists and there is not ETA.  Really? Unbelievable!  I'm paying $70 a month for a service I'm not receiving and their response is "yes, there is a network issue and there is no ETA".  

If this were water, gas or electricity providing 5-10% of what you're paying for, it would be all over the news.  Internet service? Nothing.

Rogers, you've lost a ton of credibility.  Don't think that by keeping affected customers in the dark is going to keep this from affecting your brand and credibility.  I'm telling everyone I know about this experience.

The saddest part of it all is, there is no competition for internet service in this area and Rogers knows that.  All of the affected customers have no place to go, unless you move over to DSL and receive a fraction of what you're supposed to be receiving from Rogers.

I'm calling daily until the issue is fixed.  Everyone here should do the same.  Clog up their tech support lines.

James.

[ROGERSLOW]

I feel your pain.  I have been having that exact same issue since at least 9/18.   It took until 10/16 to go from, "no ETA", to "ETA for resolution this week".  I'm getting about 1.7 now, as I do every night for a month.  

Elen Roseman of the Toronto star:   eroseman@thestar.ca   

-who got E. A.  in Rogers Office of the President to call me a month ago, responded to peoples requests for help and wrote a brief article here:

http://www.moneyville.ca/article/1073972--roseman-rogers-has-high-speed-internet-issues

Rogers of course downplayed and made it's usual comments about not being able to achieve advertised speeds.  

We are not splitting hairs over a meg or 2 or even 10.  We are getting around 1 MBPS download compared to an advertised of 32 and up if you have Ultimate.    If my service were even hitting 10 MBPS every night I would not be making a deal of it, and haven't in the past.  

[ssauve]

Yeah, I would love to get 10-20mb every night, even though I'm paying for their 50mb package.  My issue has been 7 weeks now - 1mb every day from 2pm-3am.  I've called probably 30+ times as well.

Sigh, new flyers in my mailbox advertising their 32mb and 50mb plans with super cheap rates.  My street is already so oversold, hard to believe they can advertise these speeds legally while providing such horrible services.

[ROGERSLOW]

Rogers Extreme Plus North Waterloo, ON - Rogers admitted network issue, ongoing since 9/18!

That's why Internet service providers need to be audited and regulated.   I live near many high rise apartment buildings filled with students, they offered this student unlimited plan, the usual teaser rate BS, and false speed claims.  

Much in the way a bank is required to have a set level of cash, assets, holdings, prior to issue new loans, making new investments, Rogers should be required by to have the bandwidth, do the necessary upgrades, before it goes on a subscriber adding blitz, as they often do. 

Now, they overload the node, and slowly count the service tickets in areas to see if there are problems.  This can take weeks and months.  Rogers doesnt care if you get 2% of your service at night for several weeks.  They only care about money.  

Should we all pick a day when the greatest number of us can go down to the offices and see if that gets faster results? It's harder to stall and lie through your teeth in person, especially to a group of customers who have patiently waited over a month for Rogers to fix its on issue. 

Rogers has the money and man power to upgrade these congested nodes in a hurry, they just choose not to to maximize profits.  They have the money for all those glossy ads and stupid TV commercials.  

[mescortes]

Has anyone here change to another provider? Recommendations in KW area?

I am tired of this slow speeds. I was told they are having issues for the past week but I has been slow for a lot longer than that.

I am shopping for my next internet provider and I will probably change home phone, TV, and wireless phones as well because Rogers doesn't deserve to me my provider anymore.

[ROGERSLOW]

Tek Savvy seems to be one of the best alternatives in KW.  It still runs on Rogers network, as only competition is bell slow DSL and resellers.  

So switching now would be more hassle than it's worth.  I am waiting for them to finally fix this month long plust problem, get my credits, wait for the contract to expire in December and bye bye Rogers internet forever.   

EA from Rogers Office of the President, after 3 weeks, finally gave me an ETA last Sunday of "within the week".

Guess that was more lip service, more incorrect information, still having this extrememly slow speed.  Thanks Rogers. 

 Last night my speeds were even worse than the month long average of 1 mbps at night, bottoming out at 600 KBPS and less.   I couldn't finish up my work, and couldnt even get pages like this thread to load for more than 2 hours.   

[ROGERSLOW]

E. A. in Rogers Office of the President called today and said she was "updated that they thought the problem in my area was fixed".   It's actually worse the past couple nights.   It's barely 8 PM and I'm already at 1 mbps.  

Should we go to the offices in person?   I just want straight answers.  Just tell me when my node is going to be upgraded, it's not that difficult.  ROGERS BE STRAIGHT WITH YOUR CUSTOMERS.   

[ROGERSLOW]

Rogers Extreme Plus North Waterloo, ON  

9/18/11 - Started reporting 1 mbps speeds 5 pm to 3 am every night.  Start endless loop of calls, service tickets, that all blame anything but Rogers network. 

10/3/11 Rep from Rogers high Speed CAT team, female first initial D.  (only to lend credibility to those who are told issue doesn't exist)  She informs me it's a Rogers network issue, not my lines, computers or modem, as had been blamed for 2 weeks. 

10/26/11 still at roughly 1 mbps down or less, no end in sight.  

[ROGERSLOW]

Ellen Roseman of the Toronto Star has written a piece on the issue.  She is very helpful and can have her contacts in Rogers Office of the President, assist you so you don't have to keep calling in and re explaining on this Rogers congestion issue.  

http://www.moneyville.ca/article/1073972--roseman-rogers-has-high-speed-internet-issues

Email her asking to please have her contacts in Rogers Office of the President handle your case because the standard calls are getting no where. 

eroseman@thestar.ca

or track your progress, or lack there of, with many others having the exact same slow speed at night at veteran site 

http://www.dslreports.com/forum/r26301206-Extreme-Rogers-Extreme-10Mbps-has-been-VERY-slow-the-last-...

Rogers has money to advertise on your TV, in your mailbox, on your door handle.  Yet they don't seem to have enough money to upgrade their network to provide all the new services they are so eager to sell and collect money for.  

[ROGERSLOW]

Received call from E. (is one letter ok with you Rogers?!?) of Rogers Office of the President.  She told me the, "issue for your area, your node as been resolved"  

Summing up, Extreme Plus - advertised 32 down 1 up,  I received 1mbps down to .6 mbps, every night from approx. 5 PM to 3 AM for 2 months for an issue that was entirely Rogers fault, entirely preventable had they done the necessary upgrade before adding mor subscribers, instead of waiting for 2 months of service calls to trickle in.

ROGERS MUST UPGRADE THE NETWORK BEFORE THEY CONTINUE THIS BLITZ OF OVER SELLING IN CONGESTED AREAS.  

I politely asked rep from Rogers Office of President for a final follow up call in 1 week, to be sure the problem hasn't returned.   That way I dont have to start this whole process over again with a series of tech support calls.  She told me, "No the issue is resolved for your node....  We're crediting you back for the whole month even though your usage shows you clearly used it".  I reminded her that the usage will still show, what wont show are the web pages that fail to load over and over, the time outs, the inability to stream any audio or video properly for 2 months.  

 After 5 minutes of discussion and placing me on hold for a few minutes more, she finally agreed to 1 more follow up call.

Two months, 3 % or less of my advertised speed every night for an admitted Rogers network issue and it took all that just to get 1 more follow up call to be sure the problem was still resolved.  

I requested some specifics since this was a Rogers side issue, as all my Rogers issues have been in 3 years, and she said no.