Rogers has identified node congestion in my neighbourhood and has done nothing about it for a year
I've been dealing with an issue for almost a year now at home with high latency, packet loss and sometimes absolutely no internet.
I initially called Rogers about this back in May 2019. It wasn't until January of 2020 that they identified congestion on the node with too many modems and and apparently scheduled service.
It's been delayed 3 times now and apparently it's schedule for May 2020 with absolutely nothing confirmed.
Why do I have to wait this long to use my internet properly? The only reason this became an issue is because of a new subdivision developed just south of me. Nothing was done before or after the subdivision was completed.
My town is small, we have two internet providers, Rogers and Bell... Tek Savy is an option but it uses Rogers infrastructure. Bell doesn't offer fibe and the max we can get is DSL at 10mbps down and .5 mbps up.
SO I AM STUCK. Completely stuck until Rogers fixes this issue. I am a healthcare worker who is on call and this pandemic has only made the issue worse. I am on call for a hospital and I cannot even remotely connect back to my work to service something, I always have to mobile hotspot with my cell phone who is provided by Telus.
My Telus LTE connection is better then my Rogers gigabit connection.... How does that make sense?
I have an extensive call history with Rogers for this and the amount of time I've had to commit for them to eventually diagnose the problem... I could easily be a full time Rogers technician.
I eventually will be going to a news outlet or the CRTC to have this issue brought to light because I am not the only one on my street with this problem. There is a petition in my neighborhood for Rogers and it has over 10,000 signatures.
Anyone else have any input?
Contact the Ombudsman office (https://www.rogers.com/customer/support/article/ombudsman) and tell them of the issues you have had and the poor service you are getting.
They will try to get the appointment rushed and credit you for the service issues which is not your fault.
Years ago, I had a similar experience when my home was built on infrastructure that could not support the service levels they provided. After several techs and calls, I went via the ombudsman/office of the president's approach and things started getting done. I received billing credits for several months of poor service and the wiring was fixed.
I've already done that
I'm already receiving credits for about 6 months now and going forward.. full statement credit.
But to be stuck with a service that just doesn't work is absolutely unacceptable
Good evening @flash67,
Welcome to the Community and thank you for your post.
I realize unexpected delays can be quite inconvenient. Typically maintenance calls are scheduled tentatively and confirmed closer to the date.
When was the last time you spoke to tech support about this? If you'd like, we can review the request on our end as well. Please reach out to us via PM @CommunityHelps and we'll be happy to look into this for you. Not familiar with our private messaging system? No worries, Click Here.
No.. the PM was absolutely useless...
They looked at my account and told me I was already doing a good job with who I was communicating with and that was it.
I received a call back from Harman at the Office of the President yesterday with two dates and nothing confirmed
I'm going to do everything in my power to make sure that they push for the May 19th date with all this pandemic . going on and millions of people working remotely.
I have been super frustrated with me speeds for the past couple months.
1) I generally get 40mbps at any time of day.
2) my internet completely goes down often, but very very often on Friday and Saturday nights .
I've had many conversation with support over Twitter DMs; chat; etc.
Tech support came to check outside my house, replaced a cable splitter (which was 10 years old) and told me to request a new modem. I received the new modem - same as the one I had (hitron cgnm 2250 DOCSIS 3) and it made no difference at all in speed. I was on the 150 download plan.
I was then sent a 3rd modem (the white DOCSIS 3.1) and I installed it today. I also upgraded my service to Ignite 300. No difference. Sometimes 10Mbps sometimes 40 Mbps.
One person told me my neighborhood has too much 'congestion' and there's no hope until this gets resolved.
I'm seriously considering to cancel my entire Rogers service over this. I hate to learn all the new channel number on Bell, but I can't function with Internet this bad from Rogers.
Does anyone have any insight?
Is there a way I can get Rogers to take me seriously and fix my area? Or do I just cancel?
Is there some other test I can do to prove it's not my network; my modem; etc? I am running ookla speedtest.net as well as fast.com
If it helps anyone my DOCSIS 3.1 WAN info is below:
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||22100000||ATDMA - 64QAM||33.000||5||3200000|
|2||25300000||ATDMA - 64QAM||32.750||6||3200000|
|3||36996000||ATDMA - 64QAM||30.750||8||6400000|
|4||30596000||ATDMA - 64QAM||30.500||7||6400000|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
Some helpful advice from someone who is dealing with the same issues right now, cancel. I have wasted countless hours trying to talk to support, with some tech's acknowledging the congestion on our node, and others pretending like it doesn't exist. The issue you are having has nothing to do with you or the wiring in your home or a faulty modem, but a congested CMTS. Try speedtesting and running a ping test to your CMTS (if you run a tracert it is the IP after your router), and you will notice poor speeds are directly related to poor response times during the day and both will clear up at night/early morning. The best part is Rogers has a subcontractor laying fiber lines right now literally 200m from my house which is also either unheard of to support or the solution to all my problems. Regardless trying to get customer service to drop the bill for the month took literally more time than it is worth. Bell isn't much better, but if they have fiber in your area, I 100% encourage you to switch as it is just a better service. If Bell only has DSL in your area (which is awful), at least threaten support to cancel and see if they throw you a bone.