Horrible service

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I Plan to Stick Around
Posts: 24

Horrible service

I'm now of Day 3 of no internet. Last tech that was at my place said we could be down for a while. I'll start off with a little history.

 

We joined Rogers last year, shortly after we got the service, our internet went down. The techs on the phone were not the brightest, trying to get me to check settings etc on the computer, meanwhile I'm telling them the moden is not synced, and keeps cycling. I'm a technician of 13 years, I know when there is a problem with the modem/service and when there is a problem with my computer. They finally agreed to send a technician out to check, advising me I'd be getting a bill if it was something in my house. Meanwhile all the cabling from the street to the modem was all recently installed by Rogers a couple weeks earlier. 

 

After 2 days, we get a call from a tech saying that the problem was resolved, was something on their end. I tell him no, our internet is still down, the modem still is not sync'd. He tells me he shows that I'm online. Finally, after arguing for a few minutes, says he'll have to schedule a technician to come to my house, which I thought he was already supposed to be that day. Anyways, Day 3 rolls around, Saturday morning. Tech comes onsite, verifies everything in our house is fine, swapped modems, still wasn't working. Tried directly from the green box, still nothing. Said there was nothing further he could do.

Me, being a tech myself, wanted to diagnose a bit further. The way the docsis 3 dropped out so fast, it seemed to be some kind of network issue, so I asked him if he had a docsis 2.0 modem, and he did. So he went to his van, brought it in, and it instantly went online. So that technically could have solved the problem at that time, however when he calledin to put the modem onto my account, the Rogers rep wouldn't add it, said for docsis 2, could only use Rogers Lite. Meanwhile I already knew that Rogers was trying to phase out the older modems, used any excuse possible not to give someone an older one. I was only using Express, and knew Express could use Docsis 2.0 no problem. So I went down to my local Rogers store, had then give me a Motorola SB, and all was good, after 3 days, I finally had our house back online.

 

Fast forward a year later, with netflix and everything else that we do, 60gb just wan't cutting it and we were going over limit. So I was forced to have to upgrade to Extreme, swapping the reliable SB modem for a cisco docsis 3.0 gateway. I prayed Rogers had fixed whatever was worng with the docsis 3.0 network over the last year.

 

After 2 weeks, at exactly 10am, last wednesday morning, my i lost the internet again. Lights flashing on the modem. I called up tech support, at least these guys were a bit smarter, as soon as I told them the modem wasn't syncing, they didn't try to make me diagnose anything on the PC, and had me do the usual resetting of the modem to try and resync. They agreed that the internet was down, and would have to schedule a tech to come to my house to check the wiring, even after I explained to them this had happened last year, nothing in the house has changed, and all the wiring was tested sound to the street, only a year old. They said its the way it has to be handled, especially since when they checked my neighborhood and I was the only one offline. Add insult to injury, again, earliest appointment again was over 2 days away. I said whatever, book it.

 

Meanwhile, I went ahead to attempt the troubleshooting, and swapped the cisco modems, of course a new modem did nothing. So I went back to the rogers store and asked for my old Motorola SB back, and they said they couldn't give those out anymore, she even showed me her screen that showed the available modems/gateways, could not get one.

 

I went back home, called up tech support, asked them if I buy a SB5101U surfboard modem, if they could add it to my account. He put me on hold, asked his manager, and said yes they could add it, but would have to downgrade my service to lite. At this point I didn't care, its the beginning of my billing cycle, as long as we got internet in the house, I'll live with Lite as I knew it would be a long time before they fixed the Docsis 3 problem.

 

So I buy the new modem, get home and begin the long ordeal of trying to add it, I was on the phone for probably 2 1/2 hours, speaking with some guy from customer fullfilment trying to find the serial number. I'm not familiar enough with Rogers system to know exactly how that works, but a modem bought 3rd party, how are they expecting to find the serial number on Rogers systems? Why not just add the MAC address?? Regardless, 3rd hour rolled around, and he couldn't do it. So I was stuck waiting for the techs to come down in a couple days.

 

Friday afternoon, yesterday, rolls around. and a tech and his trainee show up. Tests the line at the modem, checked all the new lines in the house, swapped modems, and tried running the modem directly from the green box on the street.

 

He tells me, this is the second one he's seen today, exact same setup with just high speed internet and home phone, with the docsis 3 modem not syncing, said its at the hub, needs a bigger amp, or area may not be ready for docsis 3 yet. Have to wait for maintenance to look at it. I'm beside myself at this point, I'd already known nothing was wrong at my place. Had to wait 2 days for someone else to say the same thing. No one could take the time to check our history from a year ago and see it was the same issue. He sees the docsis 2 modem on my table, the surfboard and asks if we could use that. I told him unfortunately customer fulfulment at rogers couldn't figure out how to add it, he said thats to bad.

 

So he says he spoke with his supervisor, and that if I was experiencing this kind problems, their would be lots of complaints, and the more complaints, faster maintenance would get to fixing it. When I told him that when I spoke with tech support on the phone, that when they checked the neighbourhood, I was the only one offline, he said "oh" could be waiting a while then, sorry.

 

So here I am, 4 days without internet ($2/day), tethered to my rogers cel phone which is probably now over cap, no eta when its going to get fix, and no one ar Rogers even cares. They know that I'm stuck with no choice cause its their lines that are down. Only alternative is to switch back to dsl, which takes 5 days to get the phone lines reconnected. I work from home, my job requires the internet. My family lives on the net.

 

I don't like to use the word, but I actually "hate" the company Rogers. Lack of compassion or concern. I look forward to the day when I can completely get rid of all Rogers products, which is Oct this year when my Cel phone contract is up.

 

Sorry for the vent, but its needed to be known the level of service you can expect from Rogers. Being a tech myself, running my own business, I'd never dream of treating a client like they do, I'd be out of business so fast. They're just lucky they got a monopoly.

 

 

***edited labels***

Highlighted
I'm a Reliable Contributor
Posts: 116

Re: Horrible service

That's one hellish story.  I thought this kind of stuff happened only with third-party providers (because they sometimes have to open a support ticket with Rogers, which adds at least a day or two).  Out of curiosity, what area are you in?

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I Plan to Stick Around
Posts: 24

Re: Horrible service

I'm in Woodstock, just got off the phone with Rogers, looking for an update. Apparently got handed off to NOC, which can't be a good thing.

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Community Manager
Community Manager
Posts: 3,374

Re: Horrible service

Hi dsharp,

 

I've sent you a PM

 

RogersDarrell

I Plan to Stick Around
Posts: 24

Re: Horrible service

Sunday, 2:45 pm, problem finally resolved.

Actual Rogers tech, not a 3rd party tech came to my home to explain what happened. They did a hardware upgrade last Wednesday, sounded like a new server. We weren't removed from the old system when the new one came online, so the two systems were conflicting with eachother. He explained in greater detail, but won't bother listing it all. But basically, he knew there was a problem last week, and has been working to fix it.

Simple suggestion to Rogers, why not give access to the tech department, so they have the ability to view maintenance reports. When I called in Last Wednesday, they would have seen work was being done in our area, that there was a problem, and would be able to directly notify the maintenance tech of the client in area with issues. Rather that following script, spending wasted money sending out a 3rd party tech to a problem he couldn't fix. Wasting my time on the phone.

 

Just bad management.

 

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I Plan to Stick Around
Posts: 12

Re: Horrible service

Not to mention, when I called in to see what I could do, all they can suggest is do a speed check, ping google, and finally, buy a larger package to increase speeds, which by the way would require me purchasing their new modem.  All of which have done nothing to relieve the issue that rogers is slow.  They have overloaded the nodes to cram as much in their pockets than what they should fit.  With all the money they make, they could afford to upgrade their network to what they advertise.  It feels like a big money grab, and we're left with a poor service and empty pockets!

I don't know if you can see that this issue is bigger than just a couple people disgruntled by poor customer service.  This is how Rogers is keeping its shareholders happy, by manipulating the customer into thinking that they haven't been tricked by savvy marketing to and that the Rogers internet isn't slow.  Instead, they run you round in circles until you get fed up, and either put out the cash, or decide to go to another ISP.  

This is a poor business practice and it is working for Rogers very well.  The less we voice our discontent and lack of quality of service, the more they win.  The best way, is to call in, complain as much as possible, and demand some form of incentive to keep our business.  They are not the only service provider.  They are just well funded in the marketing department.  Just remember, the squeaky wheel gets the oil.

I would appreciate any input from other customers, and their experiences on this issue, and maybe how they have resolved them as well.

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I Plan to Stick Around
Posts: 24

Re: Horrible service

I've stuck with Rogers, only for the same reason that when I was on DSL I stayed with Bell. They own the lines and have the monopoly on it. Thus meaning, if something breaks, I'd at one time assumed loyal customers would be preferred over those that purchased services from a third party.

When I was on DSL, it was true. Between 2002 when DSL hit Woodstock, until when I switched to Rogers in 2011, I was only without internet twice. Each time, I was back up within 24 hours. I can remember a Bell tech working on my line at 11pm one night.

I've never had a speed issue with Rogers, always as advertised. No peak times or anything. Only problems I've had was with customer service, and technical support.

And since Blockbuster was forced out of Canada, its even got bad at the retail stores. I can remember when I used to go in to rent a movie or game, staff used to greet you when you entered the store, acknowledged you were there.

Now you walk in, they're all huddled in the middle island yacking with eachother and texting. You go to the counter to check out, feels like you're an inconvienience to them that you have to be serviced. Get told where to stick your card while they talk to other employees about what they're doing last weekend, or texting away to someone unknown ignoring us at the counter, handing us the reciept and movie and grabbing the next customer without no further acknowledgement.

 

The whole company has just gone south. From the retail outlets to phone tech support. Needs to be completely revamped.

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I Plan to Stick Around
Posts: 24

Re: Horrible service

To complete this mess, now that I got internet. I now cannot send emails:

 

The mail server responded:  Transaction failed : Cannot send message due to possible abuse; please visit http://postmaster.yahoo.com/abuse_smtp.html for more information. Please check the message and try again.

 

You've got to be kidding me.

 

 

Highlighted
Resident Expert
Resident Expert
Posts: 14,169

Re: Horrible service

Are you using thunderbird dsharp?

 

There is currently an issue with the rogers/yahoo servers (not just rogers, as it apprently seems that yahoo users elswhere also effected) and thunderbird..

Same issue may go for other email clients as well

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/5781



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I've Been Around
Posts: 1

Re: Horrible service

Feel like all I ever get from them is the runaround. Most recent experience found me on the phone for over 2 hours trying to figure out why my wireless number was suspended when the phone I ordered is still in the delivery process. Haven't recieved the phone, paid off my previous bill and my balance is at $0 yet they decided to suspend all of my services WHAT???? Made no sense to me, spent two hours dealing with 4 different people, and finally asked to speak to a manager who informed me that because my credit limit is at so and so and I ordered a phone, my services were suspended because I went over my credit limit even though my bill is not due until April 9th HUH? Oh but she did me a favor and waived the reactivation fee, REALLY. How the **bleep** is waiving a fee that makes no sense and has absolutely no merit doing me a favor. Once my contract is up, I will not deal with them again, have found my entire experience unsatisfactory from the first day of my service when they hooked up my internet and phone and it stopped working for 4 days. Other issues I have had are my cable or internet not working and having to sit on hold for over 30 mins for the issue to be resolved, bills are inconsistent and for some reason my services are continuously cancelled and re-applied but not by me (the account holder) recently purchased 4 tabs and was told that there would be no activation fee and lo and behold got the first bill and $140 activation fee which I was told could not be waived (funny, because they just waived an activation fee on my new phone) Now I am being told that I will have to pay $209 for a phone that I was told I would be paying $150.00 for. I have fumed, yelled, reasoned and pleaded with these people to please just fix my issues, yet every month something new pops up. NOT HAPPY, think I should just switch and avoid the constant 3 year headache