High Latency and Packet loss 1.5GB - City permits required for fix.

[jared426]

I have bad latency, jitter and packet loss with Rogers internet 1.5gb, hard wired to computer. I have had two techs come out to confirm everything from my unit is ok but both techs have also confirmed the problem is between the box in my yard and the box across the street. I have been dealing with this for almost a year now. When I call, I am told rogers needs permits from the city of London to dig up the street to fix the lines. Nobody is able to provide anytime line or any further help. Rogers has yet to even bury the new lines they ran a couple of months ago from my unit.

It's ridiculous that I am paying for a "Premium" internet service and cannot even play my game without stuttering around. Has anyone else ran into this issue? If so, how long did it take to resolve? Should I call back and try to speak to a supervisor? The techs have confirmed the problem will only get worse and start effecting other units. Currently it effects roughly 6 of my Neighbours.

I am not sure what to do, considering rogers owns the infrastructure so anyone I switch to will have the same issue and I am under contract for a service I'm not really getting.

Rogers is not taking this seriously and I am getting nowhere with support. Should I start offering to help my Neighbours draft CCTS complaints? I'm at that point. I don't know what to do.

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@jared426  From what you describe, it's probably something more than burying a replacement cable.

Rogers can run temporary RG-11 cables across a street, which requires a catenary/messanger wire and a special crew but no permits. and run temporary cables along a street, which is routine.  It may not be pretty and, if municipalities are slow in approving permits, can months or even years to bury temporary cables, but it does address cabling-related issues.

If you are getting inconsistent speeds, high latency and packet loss, Rogers probably needs to do a node split, and that usually also requires getting permits as crews will need to excavate to install new upgraded infrastructure and may also need to trench if they need to run power and fibre to where they will be installing new equipment.

Rogers does take this stuff seriously, but it requires planning, and can be a slow endeavour if factors outside of their control slow things down.  You can file a CCTS complaint but it won't go anywhere if entities other than Rogers are dragging their heels.