Internet frequently drops（Markham, Ontario）

[Kuoyu]

Dear Rogers,

I am writing to express my extreme frustration and disappointment with the quality of your home network service. As a loyal customer of Rogers for the past three years, I have been experiencing frequent internet outages at the most inconvenient times.

In particular, there have been numerous occasions where the internet drops out between the hours of 2am and 3am, almost every week. This is a critical time for me as I work from home and require a stable internet connection during these hours. The constant disruption to my work is unacceptable and has caused significant stress and inconvenience.

I have attempted to resolve this issue with your customer service team on multiple occasions, but have yet to receive a satisfactory resolution. The lack of urgency and attention to this issue is unacceptable and has left me feeling extremely frustrated.

I urge you to take immediate action to rectify this ongoing issue, as I am sure I am not the only customer experiencing these outages. As a long-time customer of Rogers, I expect to receive reliable and consistent service, and at present, this is not being provided.

I look forward to your prompt response and resolution of this matter.

Sincerely,

[-G-]

@Kuoyu  I suspect that your Internet going down at 2 AM is due to Rogers maintenance activities.  Rogers is currently in the process of upgrading their aging DOCSIS and analog HFC infrastructure to DAA and Remote PHY.  This is being done in areas that probably will not be getting Fibre-to-the-Home anytime soon, but it will allow Rogers to offer both higher download AND upload speeds in the future, and provide a better and more stable signal to the cable modems by moving some CMTS functions (that used to be in the headend) to the fibre-coax boundary in the neighbourhood.

Unfortunately, these infrastructure upgrades require downtime, and the only time to do this, that will impact the least number of customers, is in the middle of the night.  In addition to the neighbourhood fibre nodes getting upgraded, Rogers also needs to make changes in their core network and transition to new technology in the headend... so you may also see subtle changes in how the network behaves, and you may possibly also experience performance and integration/transition-related stability issues.  All of these issues should be temporary.

I doubt that any of the front-line tech support agents have access to any information about these infrastructure upgrades and if they did, they probably would not be authorized to share any information about the work that is being done.