500U Slow Speeds - Escalated Ticket

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I Plan to Stick Around
Posts: 244

500U Slow Speeds - Escalated Ticket

Dang its been a while  but it seems that i am going to be on the merry go around once again..Last time i posted an issue with my speeds it took 1 1/2yrs to get it fixed sort of  :-).

Now i am having the same problems starting a few weeks ago, i put off calling support cause i knew what was coming but i didnt expect things to be so slow.

person on the phone of course suggested that i exchange my modem which i had them send a tech with one since its over 45minute drive to the nearsest rogers outlet that has modems that i could do the exchange at.

so tech comes does the exchange then starts addressing my speed issue then after half hour of basically telling me that i need to re install windows? i then fired up my other bare bone putter and low and behold same issue on that one as my main one Slow Speeds as confirmed by Rogers Speed Test Tool, i Averag anywhere from  89.8 Mbps to

140.0 Mbps on my 500/20 package..Tech changed cables and what not but no change, they fired up there putter and they got higher results but i noticed that they wernt testing from the same server as me so i guess thats why the small imporvement.

Needless to say after all is said and done once again like all my previous experice they decided to escalate my ticket since they couldnt find anything in house to be the problem..

So on Feb1st was the day that they told me that i should get some feed back in a few days about this, k so by the 5th i hadnt heard anything as of yet so i called iin to get an update as to what was happing, found out that on the 2nd it was accually escalted to a Senior tech? and that it was still pending. i called back the next day as it was expaliined to me it takes 3 days before i may here from the senior tech to arrange a visit and was told that it was still pending..so now we are at the 10th and still no word...

is it just me or has rogers field support taken a nose dive in the last year or so and i wont even try and figure out the poor quality of phone support for any internet issues cause basically after a few minutes the basic fix all is exchange the modem.

here is my current docwan which is pretty good compared to what i normally see

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 2.000 7 37.356
2 855000000 256QAM -5.700 3 35.595
3 861000000 256QAM -5.600 4 35.595
4 579000000 256QAM 0.400 5 36.610
5 585000000 256QAM 1.900 6 37.356
6 849000000 256QAM -6.300 2 35.084
7 597000000 256QAM 1.700 8 37.356
8 603000000 256QAM 2.000 9 37.356
9 609000000 256QAM 1.300 10 36.610
10 615000000 256QAM 0.400 11 37.356
11 621000000 256QAM -0.200 12 36.610
12 633000000 256QAM -0.500 13 36.610
13 639000000 256QAM -1.300 14 36.610
14 645000000 256QAM -1.200 15 36.610
15 651000000 256QAM -1.200 16 36.610
16 657000000 256QAM -0.900 17 36.610
17 663000000 256QAM -0.600 18 37.356
18 669000000 256QAM -0.100 19 37.636
19 675000000 256QAM 0.000 20 37.636
20 681000000 256QAM 0.900 21 37.636
21 687000000 256QAM 3.100 22 37.636
22 693000000 256QAM 4.600 23 37.636
23 699000000 256QAM 3.100 24 37.636
24 705000000 256QAM -0.400 25 36.387
25 711000000 256QAM -2.700 26 36.610
26 717000000 256QAM -4.000 27 36.387
27 723000000 256QAM -4.200 28 36.387
28 825000000 256QAM -5.900 29 35.595
29 831000000 256QAM -6.100 30 35.595
30 837000000 256QAM -6.100 31 35.595
31 843000000 256QAM -6.500 32 35.084
32 303000000 256QAM 4.700 1 37.356
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 290600000 YES YES YES 3.799999
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 32.750 2 6400000
2 38596000 ATDMA - 64QAM 36.000 3 3200000
3 30596000 ATDMA - 64QAM 32.750 1 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

 

 

Solved! Go to Solution.
Moderator
Moderator
Posts: 992

Re: 500U Slow Speeds - Escalated Ticket

Good afternoon @hiho!

 

It has been awhile! I am sorry that your return was prompted by this experience Smiley Sad. Let us turn this around for you.


If your case was escalated to a Senior Tech on the 2nd, you really should have heard something by now. Please PM us @CommunityHelps and we'll find out what's happening with your call back. If any further action is needed on our part, I'll take care of it for you.

 

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

 

Regards,

RogersCorey

I Plan to Stick Around
Posts: 244

Re: 500U Slow Speeds - Escalated Ticket

9 days and still waiting for the call from the senior techi guy

Moderator
Moderator
Posts: 1,388

Re: 500U Slow Speeds - Escalated Ticket

Hello, @hiho.

 

We have responded to your PM, thank you for your patience.

 

Regards,

RogersMoin

I Plan to Stick Around
Posts: 244

Re: 500U Slow Speeds - Escalated Ticket

k just got a call from the supervisor tech guessing thats a senior tech? we setup a house visit for monday feb 18th  10:00-12:00 they wanted to come this thursday but i had plans for that day that couldnt be changed, i tried for the weekend but i guess they dont do weekends :-)...from past experince with all this i am still confused as to why after the first tech said that it wasnt in houlse that was the problem but outside which means that i dont need another inhouse visit just to confirm what the firs tech said, cause i am 99.9% sure that the bottom line will be that the next tech visit will be escalted once again.. but we will just have to wait  see :-)

I Plan to Stick Around
Posts: 244

Re: 500U Slow Speeds - Escalated Ticket

kool just had my tech visit a senior and reg tech they did a few tests ,in house was good,tap was good,house to tap was good but they replaced the connector at the house just in case,and something that i find weird is that my 2 putters show that i have slow speeds as reported by all the test sites that they had me go to but with their laptob the speed tests all come back at over 550..

they have escalated the problem to have node congession checked but from speaking with tech support on line there hasnt been any issues in my area...i should here something back by wed or thurs this week so wee shall see what is up.

I Plan to Stick Around
Posts: 244

Re: 500U Slow Speeds - Escalated Ticket

so since about an hour after the techs left on monday i noticed mey internet was running better so i went and did some speedtest here and oklay and found that my dl/ul speeds  are now what they should be 500+/20 :=). funny thing though i got an email this morning saying that the escalted ticket where they were going to monitor the node i am on could not find any issues? and if i still have problems to contact them using the case number they had given me..

so from what i can find out there was nothing wrong with my internet for the last month and it fixed it self an hour after the techs left :-)

any who this issue has been resolved not sure how or who but with the help with the forum staff mods giving the techies a reminder that i was still waiting for their call fro them to come out i would prob still be waiting..