Internet and tv has been dropping out for months

[salichad]

Both my internet and  Ignite tv has been down completely, or working intermittently (dropping every five to twenty minutes) for a few  months now. I will probably have to wait for WiFi to re-appear just to post this, it is that bad.

Lately it has become intolerable and the tv unwatchable. I have made numerous phone calls to the support who usually make an appointment for service calls which inevitably does nothing to fix the problem. When I complained that I needed internet for work one of the support people actually asked if I knew how to set up my non rogers cel phone as a hotspot and use my data plan for internet access. What!!!

I had two visits with different tech guys last week. The first guy changed all the wires from the pole to the house and changed the modem which didn't do any good. He then said there was noise in the signal from the main supply line and he would put in a ticket to get maintenance out to fix it. Two days later a second guy from Rogers did all the checks and said the same thing.....I have a problem with the signal to the pole connection and that he would get maintenance to fix it within five days. I am calling every day now, and just yesterday I asked for the status of the maintenace ticket and they said it had been cancelled with no reason given. I complained as usual and they finally said they would (quote) "send the most knowledgeble and senior Rogers tech guy" out to fix the problem. Lets see what happens with that.

After 40 years as a Rogers customer, losing my email address would be a major annoyance but if the problem isn't resolved in 7 days I will cancel the service.

***Added Labels***

[null2]

I've had exactly the same problem, they will state that they're going to give you a credit, but that credit doesn't get approved. Don't let them switch your modem and then sign you up for two more years! When you cancel your service they'll charge you a cancellation fee. My whole life is tied to my rogers email address, so it will take a while to get a new address set up, but I'll be cancelling.  

[RogersCorey]

Good morning @salichad!

Has the senior tech come out to visit as of yet? If you're looking for an update, we'd be happy to provide one if it's available.

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

[salichad]

The service is worse than ever today. Internet/TV off for more time it is on.

I have to go to a friends house to watch the Leafs....because the last time I tried watching.....the Ignite  ignited in to a useless box and shut down for twenty minutes with ten minutes left in the third period.

Another repair ticket got cancelled

[salichad]

The senior guy who came today and said it was like "a needle in a haystack" and  the problem is the pole and the signal that goes into it some or some sort of neighbourhood node. No ticket, report or record sent to Rogers support. Great! tell me something I don't know. I have another senior guy who will probably tell me the same as the last three guys that came this week.

[Laurka]

I have the same issue. I've only been with Rogers for 3 months and their service is awful from day one. Constant contact with them. Can't watch TV constatly drops wifi. iPhone not connected. Can't work outside from my porch etc. It's horrible service. I will cancel it and will fight for the cancellation fee as they couldn't provide the service that they offered. All my neighbors' Wifi with Bell has a stronger connection. I can work on my neighbor's Wi-Fi but not my own. Tech will come to check what is happening this week but honestly, I regret switching from Bell to Rogers. After the tech visit and if same issues I will pack their equipment and send it back to them and go back to Bell. No issue with them I only switched it because Rogers offered me a slightly better price. My question is why we have to pay ECF when their service is not working.

[Ken45]

I also have similar problems. Have had several techs come out to switch out my lines just to tell me everything is fine at the end of the day. I get constant lag spikes every 15 minutes that last about a minute. They keep telling me my connection is superb... I am 4 months into my 2 year contract and I do not know how much longer I can stand this.

[dexmot74]

I am dealing with the same thing. The service quality has gone to complete garbage. Endless packet loss and crazy high ping rates. Endless support tickets and absolutely nothing is done about it. 25+ year customer about to depart.

[Mat92]

I've been having this issue since December, I'm at 7 techs to visit my home 2 of which were senior techs, Line outside changed, All connections replaced, Modem changed Nothing. Internet will be fine for multiple hours at a time and randomly it will begin to lag and completely drop, Modem will remain white as if there is a internet connection being received and eventually drop out. 30 seconds to a minute later reconnects and this process will repeat itselfs every 20 - 30 minutes at a time. This can last an hour or two to multiple days at a time. 

No solution, Chasing and fighting techs as i know the problem isnt in the home as other people in the area also complaining about the same thing, A senior tech even showed me his laptop of which displayed other addresses in my area having the same uptime on their modems as if they were all dropping and reconnecting at the same time. I know my issue is line noise and there is something going on with what is being provided to the neighborhood. My roomates gave up on trying to wait for a solution from rogers and went with bell fiber. Each time i have a issue their internet works like a charm. Might be time to make the swap 😃