Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT says Known Rogers Issue Now

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I've Been Here Awhile
Posts: 4

Re: Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT says Known Rogers Issue Now

In follow-up to my earlier post: 

 

I gave up on Rogers to resolve the speed issues with my docsis 3 modem.

 

I went back to the Rogers Plus near my home and exchanged my 'upgraded' docsis 3 (smc) modem for my old docsis 2 modem.  

 

The store clerk told me that I won't be able to take advangage of the speed I'm paying for if I 'downgrade' to the docsis 2 modem - even after I clearly explained that I was getting between 1 and 2 Mb/s on the docsis 3 modem.

 

It took some convincing to get the docsis 2 modem back, but I am now getting above 20 Mb/s with the  'obsolescent' modem, and 30+ Mb/s when speed-boost kicks in.

 

1) the claim that I can't take advantage of higher speeds with the docsis 2 modem is proven to be wrong. 

2) the docsis 3 modem consistently resulted in 1-2 Mb/s download rate.

3) Rogers strongly pushed me towards docsis 3 modem.

 

 

What's up with that? <--- no, really... what's up with that??  This simply can not be happening unless there is a substantive problem with Rogers infractructure.  So, what's the problem and when does Rogers intend to have it resolved by?

I've Been Here Awhile
Posts: 4

Re: Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT says Known Rogers Issue Now

 

Switched to a docsis 3 modem on the 17, and back to the docsis 2 modem on the 22. 

 

10/16/2011 8:13 PM

19.25

10/16/2011 8:23 PM

22.18

10/17/2011 9:18 PM

2.36

10/19/2011 3:44 PM

6.54

10/19/2011 4:06 PM

6.46

10/19/2011 6:56 PM

4.05

10/19/2011 7:04 PM

3.79

10/19/2011 7:09 PM

5.4

10/19/2011 7:11 PM

7.38

10/19/2011 7:12 PM

6.93

10/19/2011 7:28 PM

6.97

10/19/2011 10:59 PM

1.43

10/19/2011 11:01 PM

1.33

10/19/2011 11:04 PM

1.28

10/20/2011 1:05 AM

1.49

10/20/2011 1:06 AM

1.15

10/20/2011 1:09 AM

1.53

10/20/2011 2:03 AM

1.23

10/20/2011 2:04 AM

1.46

10/20/2011 4:30 AM

2.1

10/20/2011 4:32 AM

2.23

10/20/2011 9:38 PM

2.5

10/20/2011 9:39 PM

2.97

10/20/2011 9:49 PM

2.11

10/20/2011 9:54 PM

1.87

10/21/2011 3:41 AM

0.82

10/21/2011 3:42 AM

1.37

10/21/2011 3:48 AM

1.25

10/21/2011 10:02 PM

1.65

10/21/2011 10:03 PM

1.66

10/21/2011 10:12 PM

1.69

10/21/2011 10:18 PM

1.17

10/21/2011 11:34 PM

1.63

10/21/2011 11:38 PM

1.37

10/22/2011 12:39 AM

1.59

10/22/2011 12:39 AM

1.72

10/22/2011 12:50 AM

1.68

10/22/2011 2:36 PM

33.13

10/22/2011 2:37 PM

20.67

10/22/2011 2:38 PM

20.53

10/22/2011 6:58 PM

18.98

10/23/2011 3:39 PM

20.98

10/23/2011 3:40 PM

22.72

Highlighted
I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night 5 + Rogers network issue

They have been using that docsis 3 docsis 2 issue as a scape goat for a while.   There is a smaller docsis issue.  I heard it from a few reps.  Truth is many people on congested nodes in Southern Ontario and elsewhere are having extremely slow speeds at night due to congestion.   A rep in Rogers Office of the President whos initials are ****.   confirmed that the issue I'm having in north Waterloo is due to a congested node.  

 

Rogers offered all these promotions, student unlimited plans, teaser rates with out making sure nodes that were close to capacity could handle it.  

 

Now they wait for the service calls to slowly trickle in to see if various nodes need an upgrade.  This slow method takes weeks and months, and Rogers doesn't care if your service is barely operable at night because of it. 

 

If you have this speed issue, you need to call Rogers, speak to the CAT department by asking tech support, and be counted.   If enough people on your congested node do that, you'll get the upgrade sooner.  If everyone assumes someone else will keep calling, it will take months. 

 

If the line tests to your modem are fine, don't let them stall you with a pointless service call visit.  It's a waste of time.  

 

 *edited to remove name of employee @RogersMichaelT

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I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night 5 + Rogers network issue

*an employee* Rogers office of the president called today to say she had an update, that the problem in my area had been fixed.  I don't know if this is another stall tactic like the service visit when you have a perfect signal to the modem, or in typical Rogers fashion the left hand has no idea what the right had is doing.  

 

 

Speeds were high in the morning, slowed as day progressed, an hour ago I was at 10 mbps, now at 5 mbps and falling fast.   Was 1 mbps and much less last night, timing out anything and everything for several hours. 

 

What other business is allowed to deliver 2 % of what a customer pays for, 1 month plus, and doesn't care, doesn't fix the problem.  Is there a way to bring this information to Rogers shareholders?  

 

Anyone else in North Waterloo, that was having this issue, finding it's gone this evening?  

 

*edited for use of employee name @RogersMichaelT

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I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night 5 + Rogers network issue

Must have been a stall tactic or the all to common Rogers right hand has no idea what the left hand is doing.  

 

Just did a speed test at 1 mbps down, 1 up at speedtest.net, and on Rogers speed tool as well. 

 

 

No competion, no help from regulators, no help from consumer advocates.  So Rogers just gets to gauge us with high prices, unrealistic usage caps, and gives us 2% of the speeds they advertise, every night weeks and weeks, and we just take it?  I know not everyone can achieve advertised speeds, but this is ubsurd, advertised 32, and can't break 1down all night everynight?

 

I think we need to organize a protest at Rogers offices, KW, Toronto, where ever.  It's down right theft now.  Any ideas?

View solution in original post

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I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night 5 + Rogers network issue

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.  

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I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night 5 + Rogers network issue

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.  

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I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night 5 + Rogers network issue

Extreme Plus North Waterloo, ON Speeds of 1 mbps or less every night 5 PM to 3 AM for a "Known Rogers Network Issue" finally admitted to me by D. of the Hi speed CAT team on 10/3/11.  Possibly fixed on 10/29/11, being a congestion issue, wait and see. Two months of 2 -3 % of my advertised speeds every night! 

 

Ellen Roseman of the Toronto Star, and only media person to respond to my requests for help, has written another piece on this speed issue.  

 

http://www.ellenroseman.com/?p=1201#comments

 

Rogers has oversold many already congested areas causing speeds to degrade far below acceptable levels (20% and less for many all night every night)

 

If you are having speed issues, get a ticket open with tech support. 

 

If Rogers' line tests to your modem are OK, and you arent getting even 50% of your speeds, kindly ask a supervisor to escalate it to the C.A.T department.   The CAT department is well aware of these many congestion issues.  

 

DO not let them stall you with a useless service tech visit to your home if these line tests are OK.  (according to thousands of posts, conversations with senior Rogers Techs over the years, this is a common tactic.  Inexplicable as it seems. 

 

File complaints with CRTC, CCTS, and your local chapter of the Better Business Bureau. 

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I Plan to Stick Around
Posts: 55

Extreme Plus - 1 MBPS or less 5pm to 3 am every night ROGERS CONGESTION

11/02/11  Glad I pressed to get that 1 follow up call.  Speeds are slowing again, only at 7 down, as of 32 advertised.   Much better than the 1 to .6 I was getting for 2 months, but still not right.   Still Rogers cheating me by charging me for up to 32 and giving me 7.   "Up to" does not mean you have the right to deliver ANYTHING from 0 up 32, though that's certainly what they do.  I am so sick of dealing with Rogers! 

 

It should not be this difficult, prolonged and time consuming.  I have a feeling they have shut down my posts.  For now I'm just doing it to maintain a detailed record how horrible Rogers treats many of it's customers.  

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I Plan to Stick Around
Posts: 55

Re: Extreme Plus - 1 MBPS or less 5pm to 3 am every night ROGERS CONGESTION

My Rogers Node Congestion issue of night time ( approx 5pm - 3am) speeds of 1 mbps or less every night for at least entire months of September & October, seems to be fixed, for the moment.  As has been my experience over the past 3 years with Rogers, they will undoubtly over sell in this student/apartment complex heavy area of North Waterloo. 

 

In keeping with my promise to document all my Rogers issues here and else where going forward, it took me 30 minutes yesterday to get a balance on my account.  Made a payment on 11/10, as of yesterday customer service was arguing with me that there were no pending nor posted payments, even though the money was out of the checking account as early as 11/11. 

 

Mr. Strickland in Rogers Office of President, appologized for how I felt and preferred to argue with me that the payments take 3 to 5 business days to post.  Money out of the checking account on 11/11,  five business days puts us at the 17th.  

 

Where was the money since the 11th?  Why can't Rogers train customer service reps correctly?  

 

I urge everyone to call if you have speeds far less than advertised, and Rogers line tests to your modem are OK.  That means you most likely are suffering from Rogers fault, Node congestion.  Keep an open service ticket on file until speeds are reasonably close to advertised.   10% every night for weeks and months is unaccaptable.  Put those profits back into your slow network.