High Latency and Ping Spikes over 6 months - Issue still not resolved

[RipTidePro]

Denison and Brimley - L3S

For the past 6 months, I have been experiencing high latency and ping causing streaming, gaming and voip calls to lag. My service located is Markham area, Denison and Brimley - L3S . The latency is most noticeable when gaming where my normal ping would be around 40ms, but it will spike to 250-800ms, resulting in completely unplayable gaming experience. 

Over a month ago, I was in contact with tech support and they ran a test in my area. From that test they concluded there was a problem in my area and they saw ping spikes of 800ms. They then call a technician over to my house, but they said they could not find a problem, but I was still experiencing high latency issues. I even showed him the latency/ping speeds from Speedtest.net and he agreed there was a issue in my area. He then said he would book the maintenance technician to look at the box, however, it is been well over a month and still not resolution. 

Two weeks ago I called again, about the same issue. I was informed that there was a problem in my area and that my node was overloaded and traffic was being redirected to nearby nodes. I was told that the maintenance team flagged this as a "serious issue" and it would be resolved in 48 hours. It has been two weeks still no fix.

How do I get in contact with a senior tech support or supervisor about this issue because it has been persistent for many months, yet I keep getting promised that it will be fixed but it still isn't fixed and I have no updates at all.

***Edited Labels***

[RipTidePro]

How is this latency acceptable when I'm paying well over $100+ a month for internet?

[RogersJermaine]

Hi @RipTidePro,

Welcome to the Rogers Community Forums and thank you for your post. Ongoing issues with the connection and any lag or latency issues can certainly make the internet experience less than stellar. 

That is great to hear that an issue has been identified and work is being done to resolve it for you. We can certainly take a further look to see if there are any updates or further information to provide on the resolution. Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Regards
RogersJermaine

[ngehani]

There is an issue going on all over Markham. You can read the technical details at the links I am pasting below but the long and short of it is that no one at Rogers will volunteer this information. Rogers techs on the phone will say the issue as being some sort of cable problem, wifi problem, filter problem, you name it. Folks on this forum will send you platitudes but no one will give you the straight answer. I've been going through this myself and currently in the process of drafting letters to the CEO's office.

https://communityforums.rogers.com/t5/Internet/Terrible-Node-Congestion-in-Markham-Ping-charts-that-...

https://communityforums.rogers.com/t5/Internet/Unbearable-Latency-Issues/td-p/504625

https://communityforums.rogers.com/t5/Internet/Latency-Issues-for-last-2-weeks/td-p/505502