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Rogers Internet Service sucks in 2014.

torontodigitalq
I Plan to Stick Around


We have all seen the Ads by Rogers that it has has the fastest Internet. What the public doesn't know is for customers the service is a nightmare. The last 12 months have been particularly bad, with dropped connections. On top of that it now has become a night to connect too Technical support with so many options; Press 1, press 2, press  4, and sub menus, Press 1, Press 2, Press 3. Technical support has taken a nose dive. Many of the operators haven’t a clue what they are doing. I actually believe some of them don’t own a computer.


 


If you’re a senior citizen as I am, your treat as a child,  asking you to repeat things over and over again.


 


Instead of making me wait 45 minutes for help as you did last night (Wed Jan 22, 2014 in Toronto area) between 6 pm and 10 pm. Instead have a small service announcement that service will be coming back online in 45 minutes or an hour.  So I can go and read a book or watch TV.


 


Why is Rogers afraid to admit they have technical problems and can’t give customers full service for a certain period of time? A few years ago, Rogers did this.


 


 Tech person, goes through a myriad of hoops if he/she doesn’t know anything , to get service back online,  asking a zillion questions. If he/ or she knows what they are doing they reset the modem, which fixes the problem.


 


I have also found over the years no matter the quality of a store bought router. Rogers send a signal though once a year to disrupt it.  Suggesting you rent or buy their router, although not directly.


 


If Rogers can say they have the fastest Internet speeds. Rogers should be able to say publicly.  We have 99.9% fewer dropped connections than our closest competitor.


 


Will I go with another ISP, I'm looking....

 

 

***edited labels***

35 REPLIES 35

Re: Rogers Internet Service sucks in 2014.

peg1960
I've Been Around

I am new to Rogers formerly Shaw and was quite happy with Shaw never an issue now eveyday my modem goes out have to unplug or reboot and when you call and finally get through to someone they say you are online and running fine why can't you have a modem that works this is totally unprofessional offering services that are not up to standards with the competition I was switchig to Bell even had an appointment I personally have had problems with Bell but at least their products work all the time! Wad willing to make the switch until Rogers called and assured me with my "NEW" modem which I thought would of been different from the previous one         but the same and still the same problem!

 

Re: Rogers Internet Service sucks in 2014.

loselbs
I've Been Here Awhile

I agree. I have had numerous problems with Rogers modems for the last 5 months and no matter what piece of equipment they give me, I have to reboot the modem 2-3 times per day. I added an ACN VOIP recently and the problem started then, however when I disconnect the VOIP modem, I still get persistent disconnects.

 

Rogers is now substandard but with a premium price. Time to start looking elsewhere.

 

Re: Rogers Internet Service sucks in 2014.

Smartswine
I Plan to Stick Around
unfortunately often you need to know a thing or two to make it work... it kind of applies to any high tech product... the truth is Rogers remains the fastest... where I agree is the tech support needs to be consistently more savvy and eager to help 🙂 they have a new CEO to enforce that

Re: Rogers Internet Service sucks in 2014.

The shaw cutover.. is a special case.  I will 100% agree, alot of it was handled poorly.. and things are still not moved/converted properly.

 

For anyone else though.. GENERALLY, unless there is infrastructure issues going on in general in the area, etc.. it should be relatively stable.
I have had the CGN3 for quite a while now, and NEVER have had to reboot it once, ever.  No issues with port forwarding, etc.

Before recently you barely had any pepople on the higher teirs and no one getting anywhere near full speed... with the more recent modem/plan changes.. there are tons of poeple now on the 250 speed with no issues at all.


Sometimes, with some devices (like a voip adapter), extra setup is required.  Yes, it may not have needed to be on a prior modem/router.. but the firewall on the newer ones, are much more STRICT (for your security), but can require extra setup for things like the viop.

Re: Rogers Internet Service sucks in 2014.

Thankfully the service in my area is stable, so I can't complain.  The switch over looks like it is a pain, and given what has been going on, I think I would have bailed until the whole situation is sorted out. However, as they say, it is what it is.  If either of you are interested in troubleshooting your internet installation, there are forum members who can help out.  All we need is the information necessary to have a look at your cable signal quality, a few facts about what you connect the modem to, and whether the situation is a problem for wifi or wired only, or both.  So, with that, here's a few questions to follow through, if you are interested:

 

Can you go to the following page and have a look at the DOCSIS WAN Downstream / Upstream data tables from my CGN3.  I'd like you to log into your modem and copy the same DOCSIS WAN tables and paste them into this thread, not the thread where my example tables are.  Don't copy the IP address and other data above the Downstream table, just the tables themselves.  With that we can have a look at the signal power and signal to noise ratios. 

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/176...

 

Which modem/router do you happen to have:  DPC3825, CGN3 or other?

 

What service plan are you on, Hybrid Fibre 10, 30, 60, 150, 250 or ultimate?

 

What device do you connect with normally, to the modem / router, and how is that done, wired or wireless?

 

Do you have any other Rogers services, such as TV or Home Phone?

 

And, where are you located, ie, house, apartment, condo?



Re: Rogers Internet Service sucks in 2014.

Saori
I've Been Around

Hi everyone,

Just to let you know that my internet connection kept dropping for the past 2 months. It's really frustrating. I can neither surf nor use skype wihout being disconnected every two minutes. I have never experienced such a bad service since 2010. It's a real shame to the company. 😞

Re: Rogers Internet Service sucks in 2014.

TeDD13
I'm a Trusted Contributor
Frequent disconnect problem is widely known, had been discussed here many times and has solutions based on particular case.

What hardware configuration do you have and which steps did you take to troubleshoot the problem?

Re: Rogers Internet Service sucks in 2014.

ScottSen
I've Been Here Awhile

Hi there,

 

I recently got Rogers at my apartment, and am having some issues with itermittent disconnects. Typically, this just causes a short slowdown on my web browsing or downloading, which really isn't a big deal. However, if I am gaming online, it causes sudden disconnects (no latency before, just a straight drop). I can always get back in, however I find this extremely frustrating. 

 

My PS4 is connect via ethernet to the modem, and they are only about 3ft away from each other. The modem connects to pre-laid cable in the building (which is only about 5 years old), and while I understand that could potentially be a concern, for the first two weeks I did not have any issues, and on the whole my connection speed is great (I am on the Hybrid 60 package). My ethernet connected devices are a fairly consistent 50-58Mbps which I call a win. Wireless is slower, although at my previous address with Rogers, we had terrible speeds with the CGN3 modem until we put it into bridge mode and ran our own router. It seems the CGN3 does not operate effectively as a router.

 

I any case, my concern is this:

How do I stop constant signal drops from happening? As I said, they happen for a couple seconds usually, sometimes up to a minute in length, but certainly not long enough to get on the phone and contact someone. In my experience, tech support usually can't correct the problem anyway.

 

1	01/08/15 08:10:43	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
2	01/09/15 12:02:33	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
3	01/09/15 12:02:33	68010600	notice	DHCP Renew - lease parameters tftp file-bac10400010684948c85a130 modified;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
4	01/10/15 07:38:33	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
5	01/10/15 12:02:33	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
6	01/10/15 12:02:33	68010600	notice	DHCP Renew - lease parameters tftp file-bac10400010684948c85a130 modified;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
7	01/10/15 17:44:08	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
8	01/11/15 12:02:33	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
9	01/11/15 12:02:33	68010600	notice	DHCP Renew - lease parameters tftp file-bac10400010684948c85a130 modified;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
10	01/12/15 12:02:33	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
11	01/12/15 12:02:33	68010600	notice	DHCP Renew - lease parameters tftp file-bac10400010684948c85a130 modified;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
12	01/12/15 13:19:20	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;
13	01/12/15 22:36:41	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=84:94:8c:85:a1:30;CMTS-MAC=00:15:f9:2a:56:4d;CM-QOS=1.1;CM-VER=3.0;

 

That's the error log. As well, here is the DOCSIS Log

 

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Signal noise ratio (dB)	Channel ID
1	639000000	256QAM	9.800	40.366	8
2	591000000	256QAM	9.000	40.366	1
3	597000000	256QAM	8.800	40.946	2
4	603000000	256QAM	8.800	40.366	3
5	609000000	256QAM	9.000	40.366	4
6	615000000	256QAM	9.000	40.946	5
7	621000000	256QAM	9.400	40.366	6
8	633000000	256QAM	9.500	40.366	7
9	645000000	256QAM	9.400	40.946	9
10	651000000	256QAM	8.900	40.366	10
11	657000000	256QAM	8.600	40.366	11
12	663000000	256QAM	8.300	40.946	12
13	669000000	256QAM	7.700	40.366	109
14	675000000	256QAM	7.500	40.366	110
15	681000000	256QAM	7.500	40.366	111
16	687000000	256QAM	7.200	40.946	112
17	693000000	256QAM	7.200	40.366	113
18	699000000	256QAM	6.800	40.366	114
19	705000000	256QAM	6.900	40.946	115
20	711000000	256QAM	7.000	38.983	116
Upstream Overview
Port ID	Frequency (MHz)	BandWidth	Modulation Type	Signal Strength (dBmV)	Channel ID
1	30596000	6400000	ATDMA	33.000	2
2	23700000	6400000	ATDMA	31.500	3
3	38596000	3200000	ATDMA	34.500	1

 

Sorry that is probably difficult to read, but I can't get it to display properly. Hopefully that helps in troubleshooting. In any case, my understanding is that my signal noise is higher than it should be. My building is fairly new within the last 5 years, and we got internet on the 2nd. These issues only started occuring on the 8th from the logs (not sure how long they store for, but the first week I had zero issues). 

 

Any help would be appreciated!

 

Thanks in advance!

Re: Rogers Internet Service sucks in 2014.

While not 'all' but a bunch of those 'errors' are fairly normal in the logs..
I have them in my logs.. and i DONT have the disconects.

 

 

My first thought?  Is your singal.. 
The main goal is to have it as close to ZERO as possible... with a +/- of 10... and your pretty close to that..
Your actually TOO high.

Re: Rogers Internet Service sucks in 2014.

Your downstream signal levels are too high, although the signal to noise ratios are ok, and the upstream signal levels are too low.  Time to call tech support to get a tech out to your home to have a look at the cabling coming in from the street and the connectors as well. 



Re: Rogers Internet Service sucks in 2014.

ScottSen
I've Been Here Awhile

Perfect, well that's a good start. Thanks for the support.

Re: Rogers Internet Service sucks in 2014.

ScottSen
I've Been Here Awhile

Well update, Rogers came out and fixed the issue. Thanks for the help. Unfortunately, the first time I called tech support the guy told me everything was fine and the trouble is not on their end. The second guy, however, looked and instantly said the same thing, that the levels were too weak coming into the house and got someone out next day.

 

Would that all the tech support team had the knowledge the forum experts have. 

 

Thanks for the assistance! Cheers

Re: Rogers Internet Service sucks in 2014.

Can you post the downstream and upstream data again just to see how the signal levels turned out?



Re: Rogers Internet Service sucks in 2014.

I'm trying to figure out how to get an over payment back from Rogers after moving from Ottawa to a rural community ;however, Bell (Better) satellite TV gives me all the high def channels for no extra cost and without the need for an extra box such as Rogers demands. Anyway, the overall price of a comparable internet, TV bundle through Bell is about the same as Rogers and believe it or not, I've had far fewer problems with the Bell service to date than I had with Rogers cable systems. I had Rogers for over 25 years going back to the Ottawa McLean Hunter transition years. I'm no fan of either service but for a solid choice I would pick Bell although Bell is tougher to deal with from a customer point of view.

Re: Rogers Internet Service sucks in 2014.

Danlapointe5
I've Been Around

It still sucks in 2015. I will be back in 2016 to mention that it still sucks

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