Thursday
- last edited
Thursday
by
RogersMoin
I'm being gaslit by either online support or a senior technician. Stuck with internet issues since October.
I have been dealing with intermittent internet connectivity issues on the nearest Rogers node since October. The issue presents as a 5-20m burst of increased latency, jitter, and packet loss.
I went through all the regular hoops:
Modem replaced
Cable from modem to side of house <2yo and confirmed working by 3 technicians
Underground cable to nearest pad (box on the blvd) replaced
I confirmed via tracing that the latency & packet loss issues begin at the first hop behind the modem and are end-to-end therafter all the way to the destination IP, the first rogers neighberhood node. Its difficult to troubleshoot due to its intermittent nature so it often is not actively presenting itself while a technician is present on prem.
On the 4th of December I thought I finally had some luck. A senior technician observed the issue and told me that it is most certainly the node, that he could see the issues on his side too, that the QAM levels on the node were far too high and that the node appears to be in some form of test mode that it shouldn't be in. He said the issues likely would have begun around October when they did changes to this area. He said I was lucky that he was able to observe it and report it and that things should smooth out over the weekend, that he would follow up on Monday.
Over the weekend things got a lot more noisy chunks of time with 100% packet loss, I thought surely they were working on it. However, the issue persisted, the packet loss during the events has gone down but it is otherwise the same, perhaps slighly less frequent.
Monday (Dec 9th) came and went, I texted him on the 10th following up and he said he had contracted COVID and to contact his office or wait for the following Monday. The office address is on his business card, it is a Rogers office but it has no public number.
I asked how to contact the office and he never responded. I waited a while because I didn't want to bug the guy while he's sick. In the meantime I started reaching out to support asking how I could contact that particular office. They said they couldn't give it to me. On the 13th support told me that could dispatch an investigation in the node and have technicians follow up with me via phone call within 48 hours. That call never came so I went to support again (17th) asking for a direct contact which again I was refused and they assured me this time they have requested a callback regardless of outcome on the investigation end. It has since been another 48 hours with no call.
So today, I contacted support once more desparately trying to get a phone number for someone on duty or responsible for the node that I can contact and work with to resolve the issue. This time, however, the support agent revealed to me that the senior technician that visited on the 4th reported that nothing was wrong. I asked them to copy-paste the technicians notes which they provided:
no fault found,serviceOKat the moment
This means that either the support agent or the senior technician lied to me. I am appalled at the service I have been provided for the money I am paying and I don't know what more I can do. I have been working with support, gone through several technicians, starting back in November and I'm still stuck with the same issues making it impossible to play online games, have VOIP calls with friends, have meetings at work, etc...
What can I do, how can I get this fixed?
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669 MHz
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279 MHz
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849 MHz
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855 MHz
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861 MHz
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579 MHz
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585 MHz
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591 MHz
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597 MHz
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603 MHz
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609 MHz
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615 MHz
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621 MHz
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633 MHz
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639 MHz
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645 MHz
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651 MHz
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657 MHz
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663 MHz
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675 MHz
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681 MHz
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687 MHz
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693 MHz
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699 MHz
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705 MHz
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711 MHz
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717 MHz
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723 MHz
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825 MHz
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831 MHz
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837 MHz
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843 MHz
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350000000
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920000000
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40.5 dB
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40.7 dB
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41.3 dB
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41.3 dB
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41.4 dB
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40.4 dB
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41.3 dB
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41.1 dB
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41.0 dB
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41.0 dB
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40.9 dB
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41.1 dB
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40.8 dB
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40.9 dB
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40.5 dB
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39.8 dB
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40.6 dB
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39.6 dB
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39.9 dB
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40.0 dB
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40.6 dB
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40.3 dB
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40.8 dB
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41.0 dB
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40.7 dB
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41.0 dB
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7.1 dBmV
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256 QAM
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256 QAM
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256 QAM
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25 MHz
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32 MHz
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2560
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5120
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38.0 dBmV
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OFDMA
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TDMA_AND_ATDMA
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TDMA
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1910685551
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1910707243
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1910727170
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1910732428
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1910717623
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1910735002
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1910741990
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1910746174
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1910758251
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1910770380
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1910775291
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1895798176
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1910990201
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1911000479
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1911006466
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1911036281
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1911030462
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1911040205
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1911068072
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1911059580
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1911041543
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1911084428
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1911063521
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1679289510
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983303744
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3983776257
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3059
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2693
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2815
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2646
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2508
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2621
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2496
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2624
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2473
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2524
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2581
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3339
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3323
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3060
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3059
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3214
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2530
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2713
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3277
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2173
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2704
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2445
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2688
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2610
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2575
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2572
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2446
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2718
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2684
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2636
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2634
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964495831
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3983776257
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3964
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8152
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7149
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7216
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7268
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7740
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7704
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7867
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7763
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7868
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7796
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7646
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8804
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8670
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9464
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9450
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9250
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7474
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7506
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7822
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6362
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8296
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7199
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8175
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7661
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7682
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7661
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7660
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7299
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7234
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7300
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7221
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2220
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3964
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Friday - last edited Friday
@huynh4 I don't know what to say. After my area got converted to the new Casa DAA/R-PHY nodes, they tried to implement a channel configuration similar to yours and ran into all sorts of stability issues... but my my case it caused the node to crash and resulted in hours (or days) of downtime They then had to fall back to a more stable configuration.