07-25-2022 09:56 AM - last edited on 07-25-2022 10:19 AM by RogersCorey
I set up my Rogers internet on July 7th and have not had stable connection since installation - internet would keep dropping and come back up. I've already called tech support multiple times and have had 3 visits from Rogers technicians (first one bypassed an old splitter, second tech said there was an issue in the Rogers equipment box outside he referred to maintenance - but not sure if any actually came by, and third tech changed our modem).
When I called each time, tech support said signal is fine, but finally yesterday they admitted to seeing interruption while my internet was down. (2x in a 30 minute call). However when I pressed for more information over the phone they said on their end they only see "Tech Insight Inactive".
On my end, I managed to screen cap the event log from my modem and it just repeats through Ranging Request Retries Exhausted, Unicast Maintenance Ranging Attempted - Retries Exhausted, and No Ranging Response Received - T3 timeout until it goes up back up again.
I'm wondering if anyone here has dealt with similar issues and how it was eventually resolved.
***EDITED LABELS***
07-26-2022 10:04 AM
Hello @AnnoyedUser!
In a case where we literally see the Internet drop while we're on a call diagnosing the issue, our typical solution is to escalate a ticket for further investigation or send a technician if the issue looks to be isolated to your home.
If neither of these things were done for you during this call, I would like to take a second look for you.
Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
Regards,
RogersCorey
07-26-2022 11:51 PM
07-27-2022 11:57 AM
Times have changed, back in the day if you wanted to work for Rogers as a Field Technician, you would have a Passion for your job and learn the ins and outs and remember to check everything thoroughly and have a good flow and rhythm doing your job.
Today's generation these jobs are just another job and people apply for them with no technical experience and no desire to learn and no passion for it and just waiting for the clock to tick by till the end of their shift.
Unfortunately, this also applies to other companies in the Tech and Communications sector and is not limited to that of Rogers Communications
08-22-2022 02:25 PM
08-23-2022 02:45 PM
Hello @AnnoyedUser!
I am sorry to hear that these issues are still ongoing.
I would invite you to work with us here on the forums where we always have access to the conversation history so that you aren't starting over with a new agent every time.
Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
Regards,
RogersCorey
08-23-2022 03:26 PM
Actually @RogersCorey , I'm not sure why but most of the time when I try to log on, it just redirects me back to the previous page instead of actually logging me in. So it's not really convenient to work through PM if I can't log on to check or reply to messages. 🙃 I also don't think it's right that this is the only way if I don't want to restart with a new agent each time.
08-23-2022 03:40 PM
@AnnoyedUser wrote:
...most of the time when I try to log on, it just redirects me back to the previous page
Here's a link to tips for Rogers (and other) websites. Usually using Incognito or Private Mode, depending on the browser will bypass any cookie or cache issues, but clearing cookies and cache also often helps:
08-25-2022 04:45 PM
That sounds like my situation. Except I'm still at the 4th Tech visit. I am going to call today and ask to be switched back to Coaxial connection. I had no issues when I was on the regular coaxial connection. Since switching to this fibre connection, I keep losing connection to wifi/TV ... everything for a minute and then it connects again. Fun when you are in the middle of a meeting through zoom!!!
11-03-2024 09:56 AM
Just had service repair here this morning. Ignite cutting out. Three years ago they installed Ignite to fix the problem. It seems this entire area is experiencing chronic interruption and the real problem is faulty (old equipment) outside. In the last 3 months this is my third service call. Just 3 weeks ago I spoke to a Rogers repair man who had been working outside of my house and he said he had just reprogrammed this area and there will be no more problems. Why are they just stringing us along. I have to believe there is no plans in the works to repair the problem. What do we do?
11-03-2024 10:08 AM
I ended up complaining to CCTS and finally got a senior technician who found damage at the tap at the end of August 2022. I can't remember whether it was the CCTS agent or this tech, but they told me the normal techs that get sent don't check the tap at all because it's not part of their duties, which feels like a serious gap in their tech support... I still get internet drops periodically in my neighbourhood but it's not local to my house. I am still waiting for the day where Rogers is not my only option for fast internet 😮💨
11-05-2024 09:27 AM
Good morning @Sany!
I am sorry to hear that you've been having chronic issues with your service. I would like to help.
Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
Regards,
RogersCorey