@Rsheikh wrote:Anyone else having issues with Rogers internet when it rains? I had a tech come out 4 days ago, he switched my Rogers router. Said everything should be fine. Still having issues, internet drops few times a day for 2-3 minutes and if it rains internet is down for hours. Called Rogers 3 times and all they can say is a tech will come out and solve the issue.
By design, coaxial cable is pretty impervious to weather. However, the fact that you lose service when it rains means that both the outer jacket and insulator have been compromised, resulting in signal loss when water ingresses. Ether the cable has degraded due to age or someone/something has either nicked, cut or chewed through the cable.
The other signal drops that you are seeing could be caused by any of a number of issues.
Regardless, any issue that is impacting your service needs to be investigated and fixed, and this will require the services of a tech, and possibly multiple techs depending on the location and nature of the fault and the work that will be required to fix it. It's also possible the line to your home may need to be replaced.
For more info, go to: https://www.rogers.com/customer/support/article/rogers-burial-process
@Rsheikh I don't know what the circumstances are surrounding your installation or why a tech would be either reluctant or unable to rig a temporary cable. They may be exhausting all options before doing so.
Were the field techs that you have seen so far contractors or did you actually get a real Rogers tech driving a red Rogers van/truck?
@Rsheikh wrote:
“Why he/she didn’t do it” your guess is as good as mine. But the better question is why didn’t any of the agents that I spoke to on the phone who clearly stated “you have a week signal “ refer this issue to a level 2 or 3 technician.
I don't work for Rogers. I don't have a clue what you have discussed with them so far, what you have been told, how many tech visits you have had, or by whom.
If you have a weak signal, it's possible that your neighbour does as well, and that may be what is preventing them from installing a splitter in your neighbour's box and running a temporary line to your home. Depending on where your home is situated, it may also be a challenge running a temporary line from the nearest tap to your home.
Just be clear you’re asking me if a Rogers technician or a contractor visited my house? To the consumer? Should it matter?
Contractor techs usually only do simple/general work/installations... some do very specialized work... but usually complex problems (requiring escalation to engineering) or complex installations (requiring work from heights, stringing a cable with a catenary, etc.) will require the skills/services of a tech (or team of techs) driving a red truck. If it hasn't gotten to that point, your ongoing problem most likely will not get fixed until it gets escalated to the right team with the necessary skills.
At this point, I would send a private message to the @CommunityHelps team and have them review the tickets that have been created so far and find out which teams have been engaged internally to get your specific issues resolved.
To the consumer? Should it matter?
No, but unfortunately it does. The tech support routine has devolved to something like this:
Call in .... speak with tech support ..... tech support assigns a contractor tech to visit.
Contractor tech checks your signal levels before he or she arrives. That is done via laptop which is connected to Rogers backend systems. Tech looks at the signal levels, decides all is well and either decides to replace the modem, which is a useless step, or declares that all is well and doesn't show up for the appointment. Next .......
Call in .... speak with tech support for the second time ..... tech support assigns a contractor tech to visit.
Contractor tech checks your signal levels before he or she arrives. That is done via laptop which is connected to Rogers backend systems. Tech looks at the signal levels, decides all is well and either decides to replace the modem, which is a useless step, or declares that all is well and doesn't show up for the appointment. Next .......
Call in .... speak with tech support for the third time and this time around, you should ask for a Senior tech who is a real Rogers tech. Tech support assigns a Rogers tech to visit.
The Rogers tech will probably check your signal levels before he or she arrives. That is done via laptop which is connected to Rogers backend systems. This time around, the Rogers tech should look at the cable that runs from the demarcation point at the side of the house to the local tap. For an underground cable, the tech should run a Time Domain Reflectometry test, which checks the length of the cable. If there is a discontinuity in the cable, which is caused by water ingress into the cable or a physical break in the cable, that distance won't be the same when the test is run from both ends. That's a simple check that even the contractor techs should run, but, it appears that they don't bother looking at the condition of the cable.
If the TDR test shows that the cable is unserviceable due to a discontinuity in the cable. The tech should be able to check for a large signal drop, end to end. In either case, the tech will probably run a temporary cable.
If the cable is overhead, to the nearest utility pole, the Rogers tech might be qualified for working on utility poles, if not, he or she should raise a ticket for a maintenance crew with a bucket truck to replace the cable. That will result in further delays until the situation is fixed.
Note, that throughout all of this there is always the possibility of a problem further upstream which could be the root cause of the problem. If this is the case, then your immediate neighbours who are on Rogers cable should also be affected. It might be worth a chat with your neighbours to see if they're having problems as well.
Unfortunately, the way that Rogers has set up its servicing requires customers to go thru two contractor visits which can be completely useless, before a Rogers tech will be assigned for a visit.
Fwiw, the external cable from the demarcation point to the local tap is the weak point in the system. That cable might last a couple of years, it might last 10 to 15 years, possibly longer. Each installation is unique and you never really know just how long that cable might last.
At each visit, the techs are capable of raising a ticket up the chain for further action. If that hasn't been done, I don't have any explanation for that 😞
@netprice2high wrote:
All real Rogers techs drive red van/trucks? That's good to know. Guess the one I had was a contractor. He was driving a black truck with Rogers logos on the sides.
The contractors will drive van/trucks with their own company's logo on it. Elsewhere, less prominently, they will also be marked "Under Contract to Rogers".
Hello, @User2402
I can imagine how frustrating it is to be unable to use your service properly when it rains.
It sounds like there may be cable or signal issue on your line. We'll need to check on the signal levels and troubleshoot with you before we can escalate this further.
Please send a private message to @CommunityHelps so we can get started on this. Not familiar with our private messaging system? No worries, click here.
We look forward to hearing from you.
RogersTony
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