Intermittent disconnects - CODA-4582U

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Moderator
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Posts: 245

Re: Intermittent disconnects - CODA-4582U

Hey @MittensKittens!

 

At this point you've got every right to be upset. Intermittent internet can be incredible disruptive and it certainly does seem like there may be multiple issues compounding to provide you with this disappointing experience :(. We'd be happy to help and identify what's going on with your service, and see it through to resolution. Feel free to send us a PM @CommunityHelps and we'll have the ability to determine next steps. For more information on our Private Messaging system, please click here.

 

RogersAndy

 

 

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Posts: 21

Re: Intermittent disconnects - CODA-4582U

I have contacted rogers helps on twitter. They tell me to wait until my next appointment...

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Re: Intermittent disconnects - CODA-4582U

@MittensKittens  it would be worth contacting the mods @CommunityHelps.  Hopefully they can dig into the details, determine what the status is of the "area problem" and provide you with answers that you are probably looking for.  If this was a much wider problem which resulted in all of the modems in the area going off line at random times during the day I would expect to see many more complaints in the forum.  Out of curiosity what city and neighbourhood (in general) are you located in?

 

Did the tech have access to the utility room while he or she was on site?   



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Posts: 21

Re: Intermittent disconnects - CODA-4582U

Barrie Ont. 

I have been having a back and forth with different rogers reps. Getting frustrated repeating myself, but I get it. So here is a copypaste of what I told them. 


'They have access to all the modems/cable in my apartment, and the tap outside. I am not the landlord and have no access to where the cables enter the building and feed to my unit. I kinda feel this wouldnt matter anyhow. Yes there 'could' be a problem there. But since we have seen area problems, and its not just my unit or building. Seems like fishing for a excuse not to fix the problem. Also, I as the renter have no control over rogers relationship with the buildings owners. If new wiring or something internal to the building was the issue, to ask me to do all the leg work seems like a stretch. If rogers offers services to the building, which they do, then its your job/the landlords job to maintain said relationship, not mine. Once again I feel this is a mute point, as its very obvious the problem is not building related, its tap/under road wiring,node issues. 

 

I find it somewhat amusing that there is always this back in forth of Rogers themselves from techs on site to on the phone claim area issues. But since digging costs money and time. When I follow up and ask if its fixed, they then claim its a me/building issue. Over the 10 years of living here, Rogers have claimed to need to dig MULTIPLE times. I have yet to see a shovel. I have been told multiple times its a area issue, to then be told nono its just me..... Im just getting sick of this, no one wants to take responsibility for the problem. And in the end, the customer, me, has done more work in teching the problems then Rogers has in the 10 years iv been here.'

 

Edit: data I ❤️ you and thank you for your help, but lets be real. Look at the rogers customer numbers, then look how active this forum is. Most people are not on here complaining/commenting/asking stuff, nor are most people online/home as much as I am who notice these issues. And even if they were, as iv said, it disconnects then comes back a few minutes later without problem. For your average customer, they wouldnt even think there is a issue. But to act like if it was a widespread problem that my whole neighborhood would be on these forums complaining is a stretch.  People call in/use online chat, they dont frequent the forums... Once again, I thank you for the help, and I am in contact with rogers helps and community helps. Hopefully something comes from it. Im not trying to be rude, its just after 10 years of hearing the exact same things and nothing coming from it, its hard to be nice. And to be fair, I feel after all this time it is totally within my bound to get upset.

I Plan to Stick Around
Posts: 21

Re: Intermittent disconnects - CODA-4582U

Went out 4 times today (Thursday). As normal, came back up minutes later fine and dandy. I sit in a voip server near 24/7 as well as have stream running near constantly, I see the second it goes out.

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Posts: 73

Re: Intermittent disconnects - CODA-4582U

Welcome to the Rogers tech support treadmill.   I also have daily disconnects.  Have had senior techs here.  They allude to maintenance issues but nothing gets done.  What area are you in, by the way?

 

I'm not sure if it's related, but my upload speeds have decreased quite a bit lately.  I'm guessing it's due to noise, congestion or both.  My ping times have increases considerably and often my upload speed goes down to 10 or below.  The senior techs are aware of this.  Perhaps the modem just quits when it can't communicate properly on the upstream?

 

This has been my experience with Rogers.  Both at work and at home.  They send low-end subcontracted techs to change a piece of cable or splitter to passify you first.  Then if you complain enough a senior tech comes who means well but may also not be able to fix the problem and says maintenance has to get involved.  They may try to tell you you're the only one having the problem when in reality many in your area are.  But usually they're vague even if they know the real problem.

 

That is where you meet the major roadblock.  If you get lucky maintenance will fix the problem.  But my guess is they work on a cost/benefit basis.  So for example, if congestion or noise is causing the disconnects, they will not get around to fixing it until it suits their budget and schedule.  If not enough people are complaining and the problem is marginal in their eyes, then you wait.

 

In the meantime, they'll just keep sending techs as if they don't really know what the problem is.  Leaving you right back where you started.

 

You only have two choices.  Wait it out, or switch providers.

I Plan to Stick Around
Posts: 21

Re: Intermittent disconnects - CODA-4582U

Preaching to the choir baby, im right there with ya. I would switch to bell, but they dont offer FTTH in my area, just to the node. And the normal FTTN is awful in my area and id have to take a major speed downgrade, also, its bell, no one wants bell. Though im hearing good things about FTTH. And due to everyone else simply reselling bell or rogers, it wouldnt matter if I switch to teksavvy or start communications. If I got cable, it would still be rogers lines. So there is no escape for me

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Posts: 21

Re: Intermittent disconnects - CODA-4582U

Appointment missed. Tech is a no show. No calls, no live updates, no nothing. I like how this is going. Cant fix the problem? Eh we just wont show up... Now I can call in, be told how sorry they are this happened, reschedule. Once again the loop has started again, and im no closer to getting this fixed. The Rogers playbook on how to not own up to a problem. 

I Plan to Stick Around
Posts: 21

Re: Intermittent disconnects - CODA-4582U

Tech showed up 30min late. To be fair, he gave me the answers I was looking for, ITS AREA ISSUES as I thought. Test my modem, test my modem at the jack without the cable, tested modem outside at tap. After the tap test he said, yea this is a area issue, everyones modems in the area have the problem.

 

So we went from it being a area issue, to being my issue, to being area once again. He said he will dispatched a crew to get it fixed, I sure hope so. I have very little faith even now things will get fixed. All I can do is wait and hope. Im glad its effects more customers then just me, mean it might gets fixed faster. But knowing rogers, knowing very few complaints have been filed about this issue. I expect to get a call/text in 2-3 days claiming there was no problem and nothing will change. So 2 weeks in, and although it seems like im closer to a solution, in my mind, in just as far from a solution as before

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Posts: 73

Re: Intermittent disconnects - CODA-4582U

Two disconnects today.  Both times SYNC Timing Synchronization failures were recorded in the Event Log just before. 

 

The first time my signal went rangy - I was left with 5 DOCSIS 3.0 downstream channels, 0 Upstream Channels and 0 OFDM Channels.  I had to reboot manually.

 

The second time the modem rebooted on its own.