Customer Service Feedback

[MDee7]

Rogers sent me a 5G wireless modem which is unusable because Rogers provides no manuals and no technical support for it either in the box or on-line. Rogers has also failed over the course of a week to connect me with a technical resource to help me through with this, even though a rep from the President's Office said they would. So much for the President and His Office -Now I am experiencing painfully slow internet functioning especially to upload. It is operating at 5% of the speed the Speed Check says it should be operating at. A call to tech support yesterday failed to resolve the problem. Today I tried to reach the "Escalation Management Team" 3 times over and each time I was left hanging on the line so long that their system cut the call off. I am seriously considering a move to Bell, though I have hesitated because I hear they are not much better. It seems that mediocrity is a way of life here.

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[RogersMaude]

Good afternoon @MDee7,

Thank you for sharing tour recent experience with us. I'm sorry to hear that it has not been ideal.

For assistance with the Nokia FastMile 5G, refer to our quick start guide to get your 5G Home Internet device set up quickly or check out our support page for more information.

We would love to help you with any technical issue you may be facing. Could you elaborate on the nature of the problems you're experiencing?

Looking forward to your reply!

RogersMaude

[MDee7]

You are thoroughly confused. I was not sent a Nokia FastMile 5G. I was sent an Inseego 5G Snapdragon X62 5G modem-RF. There is no documentation on it and there is no way I can see how it will service all the devices now connected to the Hitron modem we are using. So this equipment you sent me is sitting in a box unused and will remain in that status until Rogers provides a solution. When I spoke with the President's Office they made a commitment to have a SENIOR TECHNICAL REP who knows this equipment get in touch with me to understand the issues and help resolve them. It is possible this kind of equipment is not suitable for our set-up, or maybe it will be the greatest thing since sliced bread, but I have no way of knowing that based on the managerial incompetence surrounding the roll-out of this product. So I am waiting for seriously qualified technical support to call me, so we can see how this gets resolved.

On top of that, my current upload speed is operating at about 5% of what the Speed Check says it should be operating at - this is a new problem over the past several days and Rogers technical support has so far been incapable of resolving it. If I switch to Bell I will have door to door fiber and dramatically faster upload and download speed, because their Internet technology is simply superior to anything you are offering. The only reason I am still with Rogers is for avoiding the inconvenience of changing, but that will not be a barrier if this nonsense continues too much longer. I hope I am being perfectly clear that I am fed-up.

[Nikose]

I am not a moderator or staff member. I have done some cursory research into the device you are using. It seems that the 'quick start' guide linked for the Nokia 5G will be identical for you, which would be great, except your issue is in the physical setup of the device, and ensuring all your current devices connect to it. 

Is that a correct assumption?

[MDee7]

Hi Nikose, thanks for doing that. The quick start guide for my device doesn't begin to deal with the issue, because you can't have a quick start to something that bears no relationship to your needs; and yes, Rogers told me this device would replace the Hitron I am now using, but there's no way I can see how given my set-up and all that needs to be connected from a wired internal network. So your assumption is pretty much correct. While I appreciate your opinion that the quick start guide for another device may be suitable for mine, I'll let Rogers tell me how any of this can be useful in my situation and then we'll see about documentation.Rogers MUST revert to me with competent, knowledgeable technical support to resolve this - and my upload speed issue.

[MDee7]

I was asked in an email to tell the Community whether my problem is solved. The answer is "No", not in the least. Rogers, based on a commitment from the Office of the President, was supposed to have a senior knowledgeable technician phone me to discuss the issue in depth and offer a solution. Over a week has passed and that hasn't happened. For the record there are now two issues: (1) the first one - use of the 5G wireless modem they sent me and I can't use, and (2) erupted just last week, the very heavily throttled upload speed I am encountering trying to upload files to WeTransfer (the speed check says I am getting over 50Mbs, but the actual upload is about 2.5 Mbs and cuts out at 2.9GB. WeTransfer says they are imposing no technical limitation on my account, as I have a paid professional account with them. So both problems are awaiting resolution.

[MDee7]

The evolution of this situation is that Rogers came yesterday and converted me to an Ignite system with an Ignite modem. It has not been 24 hours and the TV has frozen or blacked out 3 times already, and I cannot recover from the current blackout. I shall give tech support one opportunity to fix this. If over the next week I have continued technical issues with Rogers Ignite I shall assume their implementation of this technology is not ready for prime-time and I shall switch to Bell, which provides fiber to the house and I am given to understand is technically far more reliable.