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FEEDBACK - Rogers Service Interruptions Thread

RogersRoland
Retired Moderator
Retired Moderator

Hey Community,

 

We created a page dedicated to service interruptions for Rogers TV, Internet and Home Phone. This is a pilot and we’d love your feedback.

 

Please do not post technical or account support questions here. Instead, please visit the appropriate board within the community and ask your question there. Alternatively, if you require assistance, please send a private message to @CommunityHelps or reach out to us on Facebook or Twitter. To learn more about private messaging, please read this blog.

 

As always, the Community Guidelines and Terms of Use apply. Thanks for your contribution and for helping make the community a pleasant place to be!

52 REPLIES 52

Re: FEEDBACK - Rogers Service Interruptions Thread

57
Resident Expert
Resident Expert

I have questions regarding Rogers Home Phone and Internet in my location (near Yonge & Lawrence in Toronto).  Our power went out twice in the past couple of days and during the outages (25 minutes and 13 minutes) my Rogers Home Phone and Rogers Internet were "down". 

 

I have my phone modem, phones and my computer modem/router plugged into various UPS and they remain "up" (some lights are on indicating power to them, but the lights indicating service are off/flashing).  I therefore have no internet access and I have no dial tone on the phone.

 

My PVRs for TV are also plugged into UPS and they show the time, so I believe they are working. I wasn't recording anything at the time of the power failures, so I couldn't test to see if there was signal, but I believe there was since there was time shown on the front display. I don't have my TVs/AVR plugged into UPS as they would draw down the UPS too quickly.

 

Is it possible that the batteries that should keep phone and internet service "up" in our area (for at least some period of time) are no longer working as designed?  Many years ago when I first got RHP, it would work during a power failure, unless the failure was many hours like the ice storm.



Re: FEEDBACK - Rogers Service Interruptions Thread

MA74
I've Been Around
Would be helpful to show postal codes impacted and not just GTA.

Re: FEEDBACK - Rogers Service Interruptions Thread

Mistymorn
I've Been Around
Great idea but I'm in southwestern ontario and that's a huge area. Would be nice to have more detail such as the town at least. I'm in Delaware just west of London.

Re: FEEDBACK - Rogers Service Interruptions Thread

57
Resident Expert
Resident Expert

@MA74wrote:
Would be helpful to show postal codes impacted and not just GTA.

If a specific area is impacted, they usually do list areas like Mississauga, Scarborough, Etobicoke, Toronto, etc. within the GTA post.  Not quite postal code, but much better than "GTA".



Re: FEEDBACK - Rogers Service Interruptions Thread

57
Resident Expert
Resident Expert

@Mistymornwrote:
Great idea but I'm in southwestern ontario and that's a huge area. Would be nice to have more detail such as the town at least. I'm in Delaware just west of London.

They do. For example the area of Simcoe/York/Durham, currently has the towns of Ajax, Barrie, Bolton shown.



Re: FEEDBACK - Rogers Service Interruptions Thread

et17
I Plan to Stick Around
I believe their point being was that a city or town isn’t enough information at all. Especially for large cities like Toronto, London, Mississauga, Etc. I believe you missed what they were stating about postal codes.

Re: FEEDBACK - Rogers Service Interruptions Thread

57
Resident Expert
Resident Expert

The service interruption would rarely say something like "Toronto".  It would typically also indicate an area of Toronto, like Scarborough and an area of Scarborough if applicable/known, or something like Downtown Toronto, etc.

 

Granted, when it's a smaller community, it may simply say something like "Barrie" without a postal-code-specific area.  

 

If you have a problem and you check here and it mentions your area, then shouldn't that be enough without knowing the exact postal codes for example?  If the information gets too specific, it also leads to problems because the outage could be in one part of a postal code and not in another, so it may be more useful to keep the information more general, rather than too specific.



Re: FEEDBACK - Rogers Service Interruptions Thread

kiisu
I've Been Around

Dear  @RogersDarrell

 

Your post tells customers nothing at all. It doesn't explain what areas are affected. It doesn't say how long some people have been without service (at our end in the Toronto Beaches/Scarborough area it was at least 30 hours).

Apologizing for the 'inconvenience' is fine if the outage is just for a few hours. 

 

I finally called CITY TV today to see if journalists could find out why we were without a landline and internet for 30 hours. I can understand technical problems. Outages happen, but to be told for 30 hours nothing more than there is 'an issue' and Rogers is 'working on it' is yet another example of corporate arrogance. It will take a bit of time to sort through the competition but this public relations fiasco was the last straw for me. All managers should be ashamed of themselves for not sharing information with the customer service staff who are the ones who have to deal with irate, frustrated customers. Within the hour of my phone call to CITY TV the internet was back. Lucky, but I called too late. From now on I will call the media instead of customer service. I have a better chance of getting an answer that way. 

Re: FEEDBACK - Rogers Service Interruptions Thread

colintm
I've Been Here Awhile

Today I received an email from Rogers to tell me that Rogers "service" would be resumed within six hours. What is the point of the message that could not be received until the "service" had already  returned? 

Re: FEEDBACK - Rogers Service Interruptions Thread

Hey @colintm!

 

Thank you for your feedback. We do our best to notify customers of known outages whenever possible. Please keep in mind that these emails are sent in this manner for any type of outage (Home Phone, Cable TV, etc).

 

Many of our customers do have alternate ways to access email when their home Internet is down... but I do understand that not every customer has this. If you do have a smartphone with a data plan and need help getting your email setup on it, we can help with that so you don't miss outage notifications in the future!

 

Please PM us @CommunityHelps for further assistance. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: FEEDBACK - Rogers Service Interruptions Thread

Billhodgkinson
I Plan to Stick Around
Have not had service since about 4pm in the tillsonburg area

Re: FEEDBACK - Rogers Service Interruptions Thread

michelle151
I've Been Around

When is the toronto cable outage going to be fixed? been out since last night.  There is no information/details in the chart.   Smiley Mad

Re: FEEDBACK - Rogers Service Interruptions Thread

Hi @michelle151,

 

Thanks for visiting the Community and congratulations on your first post!! 😊

 

Service interruptions can be very disruptive to anyone's schedule. When my cable or internet goes out, my kids don't know what to do with themselves!!

 

Has your issue been resolved as yet? I do see that our board for Rogers Service Interruptions - TV, Internet, Home Phone was recently updated to reflect known service issues in the Greensboro and Willowdale area. Once resolved, the board will be updated accordingly.

 

If you are still having service issues, please send us a Private Message to @CommunityHelps so we can look into your account to see what's going on. For more information on our Private Messaging system, please CLICK HERE.

 

Kind regards,

RogersLaura

Re: FEEDBACK - Rogers Service Interruptions Thread

 Is there problem with rogers internet

Re: FEEDBACK - Rogers Service Interruptions Thread

Hello & welcome to the Community @purnaman,

 

I realize service interruptions can be quite inconvenient. May I know where you are located? Are you still experiencing issues with your service? 

 

Have you had a chance to view our dedicated Rogers Service Interruptions - TV, Internet, Home Phone thread to see if your area was/is impacted?

 

Need a little bit more info. to assist you further.

 

 

 

RogersZia

Re: FEEDBACK - Rogers Service Interruptions Thread

57
Resident Expert
Resident Expert

I live just SE of Yonge & Lawrence.  My cable was down (TV, Internet and Home Phone) from about 5:30PM yesterday, October 31 until sometime early this morning, November 1.

 

I don't recall seeing anything in the banner or in the Outages thread. I saw the York Mills and Leslie banner, but it was up before my outage and is still up after my service is back.

 

This is the longest time (outside of the ice storm 5 years ago) that my cable was down for that long.  Was it just a very localized outage?  Any other comments?



Re: FEEDBACK - Rogers Service Interruptions Thread

ipk2
I've Been Here Awhile
I've been without internet service since 3pm on October 30th. This is getting kind of ridiculous. I really love how Rogers started this thread because Rogers has learned from customers that we want information and updates on interruptions, which I completely agree with. However, no information has been made available eventhough were into over 50 hours now. What's most frustrating is receiving those emails 2 or 3 times a day suggesting that techs are hard at work but this is taking longer then expected and that they estimate it will take another 6 hours. No point sending automated emails that that don't help.

This is getting frustrating and costing me a lot of money cause I'm burning up my wireless data on my phone.

Re: FEEDBACK - Rogers Service Interruptions Thread

ipk2
I've Been Here Awhile
Previous post refers to interruption in Toronto, Bayview and Steeles area.

Re: FEEDBACK - Rogers Service Interruptions Thread

Artem_alf
I Plan to Stick Around
Any updates on outage in Toronto??? No internet or TV since early morning.

Re: FEEDBACK - Rogers Service Interruptions Thread

Hello @Artem_alf!

 

Welcome to our Community!

 

If you don't see it posted here, then it's likely not a known outage. Please reach out to us directly via PM @CommunityHelps so we can look any service interruption you may have to see if it is an outage, so this page can be updated accordingly.

 

If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: FEEDBACK - Rogers Service Interruptions Thread

User14
I'm a Trusted Contributor

I went to this page to look for service interuptions 

https://communityforums.rogers.com/t5/Residential-Service/Rogers-Service-Interruptions-TV-Internet-H...

I found that when I clicked on the various areas I could see a table showing outages.

eg. Southwestern Ontario

 

  Location
Date
ETR (Local Time)
Identified Cause
 TILLSONBURG2018/11/27  
 All areas, except for the Ottawa Area.  When I clicked that link I got this message:
Access Denied.png

It seems like every time I try to do something, there is a glitch with the software.