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

RSLOW
I Plan to Stick Around

Anyone else in Waterloo, Kitchener and or surrounding areas still getting very slow Download speeds?  Since at least Semptember 18th been getting 1 MBPS during the day, .6 MBPS or 600 KBPS after 5 pm.  All day and all night, every day and every night.  

 

On 7th or 8th service ticket with Tech support.  For 1st 10 days every level at Rogers asserted it was both my computers, wiring, and no way it could be the Rogers network. 

 

Three Days ago *an employee* in the hi speed CAT department said it is after all a Rogers network issue, affecting multiple people in the area.  "no ETA for a solution".  

 

If you are having slow spees I urge you to report them here. 

 

Please Call Rogers tech support.  Explain it's a known Rogers Network issue, that the CAT team and Engineers are aware of it and working on it.  *an employee* of the CAT department is very familiar with this issue. 

 

Please file complaints with your local BBB.  I have forwarded my story to, and spoken with David Carswell Kitchener CTV news director.  Email your story to him at news@swo.ctv.ca, ATTN David Carswell.  

 

After sharing my story with Elen Roseman of the Toronto Star, she filed a complaint on my behalf with the Rogers office of the president.  They called me with in 12 hours.  I urge all with this issue to do the same:

 

eroseman@thestar.ca

 

I know no organizations in Canada want to touch poor internet spees with a 10 foot pole.  However, the numbers of reports of identical stories to all these agencies lets them know this is a real problem affecting many subscribers.   

 

I know during prime time speed we can't expect advertised levels, but getting 1 to 2 % of advertised download speeds, all the time for weeks on end?  That is failure to deliver the service you pay for.  

 

Please let your voice be heard.  

 

 

***edited labels***

1 ACCEPTED SOLUTION

Accepted Solutions

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

RSLOW
I Plan to Stick Around

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

32 REPLIES 32

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

MTF
I'm Here A Lot

I had something similar to this issue in my home town, it turned out to be a line split at the pole outside my house getting water into the line, this cause alot of problems with the connection. I called rogers and requested they change the entire line into my house and they did some testing and then agreed with me about the issue. After changing the line, box and all the cables within my house, the issue is completely gone.

 

It could just be old cables causing this either on the pole or in the house, and make sure your not using some cheap splitters. They totally killed my signal.

 

I also would like to thank the rogers tech who fixed it.

 

Thanks a bunch man!

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

bobabcef
I've Been Here Awhile

I've had a similar issue and very similar speeds since about the start of September.  All my Youtube watching these days is at beautiful hi-def 240p! 😛  I'm in north Waterloo, Extreme Plus.

 

 

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

RSLOW
I Plan to Stick Around

I'm in North Waterloo as well, not far from Weber and Northfield.  

 

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

 

Someone in Laurelwood reported the same odd trend as I did today.  40 + DL in the morning, then 30s - 20s early afternoon, then dramactically down to 2 or 3 mbps after 5 PM, from 10 to 11 pm so far I'm averaging 1 - 2 mbps.   Hasn't hit the low of 600 to 800kbps yet, as every night for over last 2 weeks.  That's still less than 6% of the advertised for extreme plus, maybe a fluke, maybe there's been some improvements.  Who knows.  

 

Spoke with *an employee* at the Rogers Office of the President again today.  She said engineers still working on known rogers speed issue in area, no ETA yet.   She said it's not that bad, only affecting 6 out of every 1000 subscribers.  I told her it makes no difference if your one of those 6 in 1000.  She ultimately agreed with that.  

 

I hope you are calling.  Try to get through to, or a message for *an employee*  in the hi speed CAT department, she's very familiar.  The more people that keep calling, the only way they know who is affected, the faster it will be fixed.  

 

**edited to remove employee name - RogersGina

 

 

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

RSLOW
I Plan to Stick Around

No return call from *an employee* in of the CAT team. *an employee* "not a big problem it's only affecting 6 in every 1000 customers" , says still no ETA.  Have also received email from *an employee* email support restarting the whole process as if I had not been dealing with several people at Rogers on this for 3 weeks +.  

 

Then received another email from *an employee* in "email support" saying *an employee* will call me with the latest no detail and no ETA for this problem.  

 

Speeds improved considerably Fri, Sat  evenings.  Most likely because the students and other subscribers were gone for the Thanksgiving holiday.  Now it's Monday night, is it safe to say most holiday travellers have returned home and are back online?  

 

My speed sure says so.  Getting 2 to 3 mbps download as of 8 pm Monday.  If it goes down to 1 mbps or less later this evening, I think it's pretty fair to say this is all just network congestion due to Rogers over selling bandwidth in certain areas. 

 

Tek Savvy told me they aren't allowed to add Cable internet subscribers in certain areas of Kitchener, Waterloo, and else where due to congestion issues. 

 

If you havent called or haven't called in a while, and are having this issue I beg you to let your voice be heard so they will correct this faster.  

 

Tell tech support rep you need to speak with *an employee* in the CAT team who is familiar with this Rogers network issue. 

 

Complain to the Rogers Office of the President, either via the complain option in the Contact Us section of this Rogers website, or email a request to Elen Roseman.  (she got office of president to contact me the day I emailed her)

 

Elen Roseman eroseman@thestar

 

I know it seems like these people can't help us, and for the most part they can't directly.  However, if all of us experiencing these download speeds, most less than 5% of advertised at night, keep complaining, they can't keep putting off fixing this congestion.   

 

*edited to remove employee name - RogersGina

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

RSLOW
I Plan to Stick Around

Rogers Extreme Plus Waterloo, ON - Speeds very slow as the morning wore on, and congestion worsened.  Speedtest.net wouldn't even fully load.  Trace routes showing lots of latency and time outs on and after 6th hop.  Definitely well on the "Rogers side".  

 

Tried calling, but after 5 minutes of menus, then 10 minutes of holding, I got tired.  Talked to them for literally hours about this anyway.  

 

Why doesn't Rogers invest all that  low GB usage fee money in elevating congestion in these high population areas with congested nodes?   They are more than willing to send a service call person out just to verify a problem they know must be on the Rogers side, sometimes over and over.  Why not do the upgrades before you start adding new subscribers with what for this entire month have been false claims, not even delivering on 2% of speeds at night for many customers.   

 

Where are the upgrades?

Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

RSLOW
I Plan to Stick Around

Rogers Extreme Plus Waterloo, ON  (north Waterloo)  

 

10/16/11 - *an employee*, Rogers Office of the President, just informed me that there was, "ETA for final solution to problem in your area, by the end of this week."  I pushed for details, always hard to get about Rogers issues, she added, "the problem is the NODE in your area, that is what they will work on this week."

 

That is what the Techs I've talked to working in the area have all said.  It's congestion where the Coax meets the Fiber optics.  It looks that way on all trace routes with latency usually occuring 6th hop out.  Could be slightly different depending on your internet set up.  

 

10/03/11 - After weeks of protesting that the issue was a Rogers problem and not my equipment, *an employee* of Rogers high speed C.A.T. Department informs me my slow speeds are caused by, "a known Rogers network issue, no ETA for solution. 

 

09/18/11 - Is when I began calling and proving over and over to service techs that this was not my computer or wiring. 

 

               FOUR WEEKS OF 1 MBPS OR SLOWER EVERY NIGHT FROM APPROX. 5 PM TO 3 AM.  CAUSED BY A ROGERS CONGESTION ISSUE, KNOWN BY AND ADMITTED TO BY ROGERS.   THAT IS 2 % OR LESS OF ADVERTISED SPEEDS FOR 1 MONTH.  ALL ROGERS HAD TO DO WAS IDENTIFY THIS NODE PROBLEM AND UPGRADE ASAP.  

 

THE SAD RESULT OF NO FAIR COMPETITION IN SOUTHER ONTARIO.

 

 

 

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

BobbyD
I've Been Around

its not only in south ontario, i have also been experiencing supper slow speeds and packet loss from Ottawa on Extreme high speed for the past week and has not stopped yet.

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

Darkpaw
I Plan to Stick Around

"...THE SAD RESULT OF NO FAIR COMPETITION IN SOUTHER ONTARIO...."

 

I'm sorry, but I just have to laugh at this.  Southern Ontario...at least there are multiple companies there.  In most places in Canada, outside this kind of metro area, there is NO competition, at all.  You get Rogers and/or Bell.  At least here in NB, we have Aliant (technically Bell), which I happily switched to from Rogers a couple months ago.  Like magic, all my bandwidth problems went away.  Rogers has got to be the worst telecommunications company in North America.

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

JeremyM
I've Been Here Awhile

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

RSLOW
I Plan to Stick Around

Well the reason you laugh at the sad truth is part of the problem.  Other companies alone do not represent fair competition.  Except for Bell, which has it's own problems and offers much slower speeds in most areas, companies like Tek Savvy are just resellers on the very same Rogers network.  They are good to avoid the gauging type usage fees Rogers started with very low bandwidth usage caps., it's better to give your money to a company that treats people better.  Because it is on the same network, it subject to the very same congestion issues.   

 

If you want cable internet type speeds you have to go with Rogers or a reseller of Rogers network.  Perhaps Tek Savvy's reselling of Bell's FIBE will giver Rogers a run for their money, especially if they can deliver more consistent speeds at night.   Two percent or less of what I pay for every night for a month, is pathetic.  Rogers is now by far the worst company I have ever dealt with.  

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

sbenninger
I Plan to Stick Around

I have been having the same Issues in Guelph for the past month as well. I get the full 32Mbps during the day and around 8PM every night 1-2Mbps max. I have a long standing ticket open as well with no ETA. Prior to this my service was flawless for 1.5yrs.

 

I agree very frustrating and no other providers to turn to. Bell FIBE is just copper to the home as well so anyone with poor DSL will not even have the so called FIBE service which is fiber to the CO. Last mile to the home is still copper phone lines. Dont let the marketing fool you.

 

Can't even call to get credited for the poor service until after the issue is resolved..makes sense to me...keep your longstanding customers(20+yrs for me) hanging waiting for a resolution and offer no compensation. Great customer service all around.

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

Snaill
I've Been Here Awhile

Long time lurker of this board for the last month. Just would like to say that myself and the other students living in our house in Waterloo are beyond frustrated. We've called and called and are supposedly expected a fix by the end of this week.

 

Simple tasks like sending an e-mail make me want to rip out my hair. While this may not be important other issues as not being able to practice Starcraft for our school's team have caused major upsets. Even trying to load a 30 second video. It is a rental house and I do not own the Rogers accoutn so we feel so helpless here. 

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

Snaill
I've Been Here Awhile

@ RogersSlow Are you in the Waterloo region? If so I'd like to buy you a beer for all your support and information this past two months.

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

lucretrius3
I Plan to Stick Around

> Rogers is now by far the worst company I have ever dealt with.

 

I'll second that.  I've been consistently getting approx. 1 Mbps downstream speeds in the evenings for quite some time now on the Extreme plan in downtown Toronto.  

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

Episteme
I've Been Here Awhile

pathetic download speeds here in ottawa (1-2 Mb/s) - I actually get excited when it gets above 2 Mb/s.

 

I've made numerous calls to tech support with no resolve and conflicting diagnosis (signal too high, signal too low, faulty modem). At one point THEY called ME to tell me that my problem had been fixed. I guess that's one way to close a ticket... 

 

I'd go to teksavvy in a hearbeat if it weren't for the exclusive deal my apartment building has with rogers (I can't go with any other company, and I don't get any discount out if the arrangement). 

 

I moved my cell phone to wind recently and tether my home network through that when things get really bad - which is most of the time now. Really greatful that I don't have a cap on my mobile data plan.

 

the sad reality is that I am paying for a service I don't receive, and I have no recourse and no alternative; and yet, I keep on hanging on for the promise that it MAY come back in the future.  pathetic.

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

Ressy
I'm a Reliable Contributor

I do find it funny that Rogers employees are going back and editing out the name of the single employee who they could contact to get their problem with their local node/POI fixed (they're congested because Rogers hasn't done the required hardware updates before pushing their faster speeds to everyone, so all that hardware is at capacity causing major packetloss and increased latency)...

 

If you need to know who to contact at CAT to get your issue fixed, PM me, or go to DSLreports.com and check the Rogers forum.  The nice lady from CAT's name can be found in several mega threads there where they're also complaining about this, and complaining about Rogers technical support refusing to listen to them, or assist them in any way (other than rolling a tech to them, which is 100% useless).

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

Ressy
I'm a Reliable Contributor

Ignore the above post.  Had a nice chat with a Rogers rep. 🙂

 

The woman everyone's been saying to contact has been inundated with calls and complaints (hense the removal of her name).  The other good people in the CAT dept can help you as well - they know about the problems in certain areas, and are willing to help you.

 

Theres less chance of your complaint accidentally falling through the cracks (and therefore getting your issue escalated faster) if you just ask for any available member of the CAT dept.

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

RSLOW
I Plan to Stick Around

Thanks for your thoughts.  I have dealt with this nonsense multiple times every year for 3 years and after months of problems finally decided to be one of the people that outlines how bad this company treats some of it's customers.  

 

If we all did, and kept filing complaints, hopefully something will change for us consumers.  Just before this now 1 month of 1 mbps or less speeds at night I had all kinds of crazy usage  charges, upgrading 2 times just so I didnt have to worry about getting gauged for overage fees that are indesputable according to Rogers billing and "retention aka customer relations" department.  Even the phone companies let you dispute calls that look incorrect.  

 

I see someone from Rogers removed employees names from my posts.  

 

I only reference those employees because the tier one tech support staff was simply telling people there was no issue that anyone knew of, as has always been my experience with Rogers.   Unless it's a major hours long outtage Rogers never has any information or bulletin system accurate enough to inform its customers.  That would save hundreds of useless service calls set up by oblivious reps for people effected by Rogers own issues, that it already knows about. 

 

With Rogers Tech reps never making a singe effort to even check many customers complaints.  If Rogers were simply easier to deal with, more forth coming and honest, I wouldnt have to list specific peoples names just to get the 5th rep some poor person has dealt with to even believe them. 

 

I was told by *an employee* In Rogers Office of the President that the upgrade to the congested node in my area of North Waterloo would be completed this week.  Its almost over and its not fixed for me yet.  

 

We need protection and help as consumers.   The phrase "the customer is always right" used to exist because if you didn't take that attitude, at least initially, with your customers, they would go to your competition.   Well Rogers knows its a nightmare to even call their tech support, so they count on many not calling, they know there is no independantly owned cable or equivellant speed internet provider in most of Canada.   No fair competion.  

 

Rogers has money to put glossy "high speed" ads in my mailbox.  They have money and time to mock other Internet providers slow speed and antiquated networks.  But it takes them weeks and months to fix issues that greatly degrade the quality of service for thousands of subscribers.  For that they dont have the time or money.  

 

Rogers attitude, at least in demonstration through actions to me over three years has been, the customer is always a piggy bank. 

 

As soon as I have the money for the modem and installation fee I 'm getting Tek Savvy's 12 down 1 up FIBE.  I suggest others do the same.  

 

*edited for use of employee name @RogersMichaelT

Re: Rogers Extreme Plus - 1 MBPS day, .6 MBPS after five 4 weeks. Rogers CAT SAYS ITS ROGERS ISSUE

Ressy
I'm a Reliable Contributor

Seems Roseman did a story on the issue after all the complaints:

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

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

Episteme
I've Been Here Awhile

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?

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