Internet

[TryonThis]

I'm 4 Tech Support phone calls, 1 closed (unresolved) Tech Support case ticket and approximately 2 hours of my life on the phone with Rogers into a service problem that has existed for 6 weeks.

I've had no Internet speed issues with Rogers for literally years. During my first Tech Support call at end of March, I told  the tech I've been tracking a speed problem (through regular speedtest.net line speed testing) for approx 4 weeks already (since beginning of March) and that I'm a 25 year I.T. veteran (i.e. very comfortable with network technology). Download speeds, in the evenings only (somewhere after 3:00-5:00pm each day), have now consistently dropped off to <1Mb/sec from the typical 11-18Mb/sec that I was getting FOREVER before beginning of March.  Have tried eliminating my wireless router & testing directly against cable modem (wired).  Have tried modem resets during slow periods (always from mid-afternoon through 1:00am every night).  Mornings through to early afternoon, speed looks CONSISTENTLY fine -- like it always has.  It's a time of day download speed issue.  I was told because I am not experiencing the issue at that exact time that I had to call back later in the day, when the problem occurs.

Call back, as requested, while experiencing the problem.  The tech tested my cable modem, and said it was all ok on the device. He had me run Rogers Speed Check (had been testing speedtest.net for 4 weeks prior).  My download speed through Rogers Speed Check showed < 1Mb -- in other words CRAPPY!  Told him that typically (and still during daytime only) our download speed is in the 11-18Mb/sec range.  He opens case C551465286 to see if the area signal can be looked at.  He told me I may be getting a follow-up call from a Rogers technician.

Called back about a week later while having problem (STILL). Have heard nothing further from Rogers.  Tech checks modem and connection and even though he doesn't see anything wrong, suspects the modem anyway.  I ask how that could be, given that it is operating just fine during daytime hours?  Is the modem only sick at night? He suggest modem replacement (although I'm not sure on what basis).  I'm skeptical, but desperate.  Call around to London Rogers Plus locations looking for another Motorola modem (don't want a crappy WebStar), but no one has one.  Unwilling to give up a perfectly fine working cable modem until it's conclusive that it is the issue -- during daytime (7:00am - 3:00pm at least) speeds are excellent and all is fine.

Called Rogers Tech Support again this morning.  Still experiencing serious time-of-day (late afternoon thorugh evening) download speed issues. Told by the tech that case opened on call #2 has been closed (without even vaildating with us whether the problem had been resolved).  Told I have to call back later in the day when experiencing the problem to have technician diagnose.  Reminded the tech that I've already done that twice (Calls # 2 & 3), and that we've already validated that there is a time-of-day download problem.  I also add that I've been tracking and recording both Rogers Speed Check and speedtest.net speed checks several times per day and have recorded proof of a time-of-day issue. I ask why that data (which I could gladly forward in via e-mail) and my previous call history can't be used to initiate activity NOW. Tech is unhelpful. Tell him I've been 6 weeks trying to get resolution.  He simply reiterates the need to call back while the problem is occuring (for a THIRD TIME) and thanks me for choosing Rogers.  Talk about frustration!!!

I've grown tired of it. Given that I have a university student in the house and that we work during the day, our Internet usage is very much focused in the night time.  Which means we've essentially had non-working internet for approximately 6 weeks.  Can't stream a YouTube video, can't use Netflix, can't surf without significant delays.

If Rogers can't resolve this simple service issue, I'm ready to pickup all of my services (Internet, Digital TV, 4 wireless phones) and take them elsewhere to get what I pay for! 

What exactly do I have to do to get some proactive attention on this?

[Gdkitty]

Not that is should not be fixed.. it should.. im just trying to explain a possibility a bit.

Cable in a block of houses, goes to one of the street boxes. All your street boxes are interconnected.. they then can go to another streets box, or to a more main outgoing line (depends on your street, etc).

Durring the day there is likely NO ONE or very little around in that area, using it.. so there is not a problem.  Your timeframe, is very much a 'prime time' that there are probably many people on... and its causing a bottleneck somewhere.. that something along that pathway, is likely slowing it down.. for EVERYONE through those sets of nodes (neibours, etc). 

While this is normal to an extent.. alot of people may experience slowdowns durring these prime times.. it SHOULD NOT be to that extent.

I am currently running a similar problem, but the other way.. durring the 6-9 window, i am having TV and home phone problems, but internet is fine.
Have had techs out.. but of course they are there, when there is no problems.
The last phone person said, best we can do is KEEP calling, keep getting tickets made, technicians out.  With continual problems after a period, they will send maintenance out to look at the street nodes, etc.

Good luck in getting it resolved.

[TryonThis]

Talked to at least two of the Tech Support folks (during several of my many phone calls) about area node congestion and getting someone out to take a look at it.  It was as though I was speaking Greek.  They continually wanted to focus in on the Cable Modem (without any evidence) as the potential problem.  Very frustrating.

If I was moving from say 12Mbsec to 5Mbsec during peak periods, I wouldn't even be on here.  I'd expect that.  However, I'm moving from 12+Mbsec download during daytime to sometimes as low as <300kbsec in the afternoon/evening.

On the phone right now with another Tech Support Manager.  Next stop is the President's office.

I sure wish Rogers was as eager to please its customers as it is to process our payments.  I mean, really!

[Fatalerror87]

I agree. This EXACT same thing has happened to me. I live in the argyle area and speeds are from .3 to .5 Mb/s, the odd time .7Mb/s. with my Upload speed at .5Mb/s. This is not what I pay for.

I am switching to another company, I have been screwed too many times in the past by rogers, and it looks like they don't want to help their customers again this time.

[Gdkitty]

The techs on the phone.. are barely that.. most have next to no technical background, and just do stuff from prompts based on your problem.

Best bet overall, is to get a technician out to the house.. durring the time of day it has the problems..  in the end, they are the only ones who can push for maintenance to do something... the phone techs can do little.

I can understand if people want to switch over from this.. its very unfortunate, but i completely understand.
Luckily.. i have not had these problems.. or i would possibly consider it too.

If switching, just makes sure to research first.. dont just take the best looking deal.

IE:  Many people recomend techsavy.. which they are a good company... but CHECK to see what technology they use in your area for techsavy.. IF they are using CABLE based for that area.. they rent off rogers... and if its a node problem, etc.. you may run into the EXACT same problem as with rogers... better to switch to Bell.
Bell Fibe seems to be the better choice.. IF its available where you are.. but doesnt have as wide a coverage as their DSL.. their DSL just tends to have a lower UL speed, if thats a necessity for people.

[thebigmacd2]

You gotta watch with the Bell FIBE thing though...it's still DSL. It's just fibre to the DSLAM, which means nothing as far as the "last mile" goes.

Also, there is an advantage to third-party cable, as you can buy your own DOCSIS 3 modem to use on the lower speed packages. DOCSIS 3 on the lower speeds has some advantages in that you can often still channel bond and avoid channel congestion.

[Gdkitty]

Agreed.. the fibre in the end, is a bit of a crock.. they make it seem like is fibre all the way to you.. its not.

We have true fibre in here at work, and trust me, costs ALOT more to get that done/cost per month.

Very true, about the modem part on 3rd part cable.
But as per my last post.. that point is MOOT if its a general cable congestion problem in that area to begin with

[thebigmacd2]

It does sound like it is actual node connection, but it *could* be channel congestion. Fingers crossed.

Rogers has been to my neighbours across the street 3 times in the last two weeks. Funny how non-techies can get more service than techies...but they still didn't fix it.

[okidodki]

I've been getting the exact same issue ever since January 2012 and have seen no improvements whatsoever.  We used to have an old Motorola Docsis 2 modem which was fine for 5 years until January.  Getting download speeds of 0.2-1mbps during prime time.

We've opened around 14 tickets with Rogers so far, each of them being closed the next day by the engineering team claiming no fault.  3 techs were sent out, only 1 of them saw the issue at work as congestion varies and Rogers don't send techs out after 8:30pm.  The tech reported the issue as a network area issue like I initially thought but the ticket will probably be closed again.  Technical support always blame the modem even though we're on our 3rd modem since the issue started.

A few helpful tech support guys took notes of pings to our modems and whatnot but tickets still get closed claiming the same thing.  Nothing is being done and it seems like Rogers is simply ignoring the problem even though I spend a good hour on the phone with them every other day.

I can't even load gif images until after a good minute of waiting.  I'm not naive enough to expect a constant 24mbps download speed like advertised for the Extreme service but getting lower than dial-up speeds just isn't acceptable.  Constantly being ignored for 4 months isn't a good feeling either.

The real kicker is that we have 2 modems in the house, the other being an old Toshiba Docsis 2 and it's totally fine.  Still getting 10mbps+ speeds (on express) while the Cisco docsis 3 is getting 0.5mbps.  I'll be switching back to a docsis 2 modem to see if it's a workaround for the issue.

I'm stuck with Rogers as well since the docsis 2 modem isn't being affected.  Just puzzles me on what the heck is going on.