No reliable Wifi and little help from Rogers.

[SteveGio]

I live in Collingwood Ontario. I had a Gb wifi service installed two weeks ago. Immediately, within minutes, of the installation technician completing the install I had problems. I can’t stream tv for more than 5-10 minutes without the service dropping. I contacted the help desk and was told that there was a local service issue. I had to leave right away for a two- week road trip. I arrived home last evening and I am currently having the same issues with streaming. I called Rogers help and they told me that there are local performance issues and that they would create a ticket. This is now the following morning and after another call to Rogers support, I am told that the ticket is open but nobody has taken any action on it. No update as to when this will be addressed. So…I essentially have have 100% bad performance. I’m thinking that as bad as Bell is, Rogers is worse. I am wondering if many in Collingwood are having awful performance or am I the only one? So far, Rogers gets .001/10 rating.

*** Edited Labels ***

[RogersCorey]

Greetings @SteveGio!

I am sorry to hear of the issues that you've been experiencing.

If a ticket was launched yesterday for an area issue, it typically takes upwards of 48 hours before you'd receive an update from us. I would anticipate an update sometime later today.

Regards,

RogersCorey

[SteveGio]

Two weeks ago on the 10th my service was installed. It didn’t work right out of the gate. I was told that there was an area issue and that it would be fixed. After two weeks away on a road trip, I arrived home to connectivity problems. The same ones as two weeks earlier. The technician changed a coax cable and at my request, the modem. Now I have no service. Technician claimed that he was at the limit of his knowledge and that “his manager” would have to come over at 4:00. Checked with Rogers and they told me that no way he would come then but would arrive between 5-8 that same evening. Checked at 7:00 and was told that no way he would be there then and that it was scheduled for the following day 11-2. Scheduling should not be difficult to do. I conclude that Rogers will say whatever they make up on the fly and that the service is awful and little or no regard for the customer. Me. NOT AT ALL HAPPY!!!!!

[SteveGio]

To exacerbate the issue, I had to cancel a visit last night to my 91-year old father that I provide primary caregiver services to in order to be here for the “manager” that I found out later was not even scheduled to be here at all. What do you have to say about that?

[crtcuseless]

service sucks here too.  but pay your bill a few days late and bang extra fees

[RogersCorey]

It is regrettable that you've had such troubles getting a senior tech to come out. Scheduling can at times be difficult because we cannot always accurately estimate how long it will take to fix an issue. When a tech encounters a particularly difficult issue, it may cause other appointments to get pushed back and for that I apologize.

I'd be more than happy to schedule another visit 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 

[SteveGio]

Interesting comment. I get that calls can take longer to resolve. However, in this case, I was told that a tech would be there at 4:00. He didn’t show. I called. Rogers told me that they had no record of the 4:00 call and that it was actually scheduled for 5-8. At 7:00 I called and they said that there was no record of the appointment and that it was actually scheduled for 11-2 the following day. I know I’m just one of millions as a customer but it’s a shameful, disgusting way to run a customer service organization when you tell anyone whatever you feel like with no regard for the customer. I had a dinner set up for my 91-year old father that I am the primary care giver that I had to cancel to wait for someone that was never scheduled to show. That make me livid. Shame on Rogers. Shame on you.