So last nght I finally got a tech to open a ticket for the slow uploads in the evening. She asked me to reboot the modem and then said my node has to be repaired based on the reboot. (shrug)
However, she couldn't provide a timeline. She just said I'd get a phone call once it is fixed.
Has anyone here gone through this, how long did it take? 2 days, 2 weeks, 2 months?
Tickets for impaired service like you are experiencing are expected to be picked up within 48 hours. From experience, do not include weekend hours as the ticketing teams are trying to clean up previously submitted tickets during that time. Once your ticket is picked up and referred to the proper team, It may have to be monitored for a period of time to determine what is going on and possibly a maintenance crew dispatched. If it is a network congestion issue, you may or may not get a time line for resolution. If no issue is seen in your area, the ticket may be closed with a message to you that more information is required. Each case is different and what I have provided is just a rough idea of what may happen. If you have chosen a contact method, you will receive the latest update that tech support has available. If you haven't heard back later next week, by all means call to see if we can do anything to expedite it.
Hey @borford, thanks for your reply.
Hopefully they look sooner than later and find something to justify a repair. I'm not the only one who is complaining, 2 of my neighbors have the same issue. My issues also go back to when I was on Teksavvy before I switched in December.
My own experience, I have generally been given a timeline of up to 5 days (have always said that is unacceptable, I will be asking for a credit), and that I would get a phone call when done.
Personally I have never received one. I just kept calling for update, and when I didn't get the call once it was fixed, I reported that too.
Time for me has never been more than a few days for a node, longer if it turns out to be more area wide at CMTS.
For future, have them check neighbours for signal strength to see if it is a broader issue, then if you know your neigbours have them call in too. Usually area ones get dealt faster in my experience.
@yyzsam Keep track of all your calls you received and made and discussions, and when this is all fixed, or even while waiting, contact them and discuss compensation for out of service duration.
Some people have had success in asking. It is always worth asking.
Hope your service gets back up soon.
I received a message that they rebuild my node, and when asked what that meant...was it Software/Equipment at the Headend or Physical Street work.....they couldn't or wouldn't say. This was 4 days ago.....but no difference in Speed. So I don't know what they did to rebuild my node....but it ain't working.
So support is telling me the ticket was closed but they have a planned segmentation for my area but can't give me an ETA.
If there is no ETA then it's just an idea not a plan.
YYZSAM...are your Signal strenght readings across your channels + 0 or negative? Also, I think DSL speed tests measures concurrent streams to various servers to give you an average read-out. It simulates several users accessing the internet concurrently....If I do 32 streams which is the max, DSL handles I also get 20 plus failures....but if I do 12, which is plenty for me it works fine. You may want to try different speed test and get several readings over time.
I am located in Scarborough(Meadovale/Lawrence) and initially Rogers said that they completed a Node rebuild....but now keep leaving messages that they are still working on it and need more time. I am not sure if this thread is monitored by Rogers like the one for CODA Trial pgm.....So our issues may go un-noticed here. I am on the Gigabit plan with a Coda .24 version.... yet my speeds as you can see below are not near my 1Gbps plan. However, I do know that there are still many issues both with the new CODA modem as well as with Rogers Headend equipment and Area/Street Cable infrastructure, which they are trying to resolve before a customer exodus. Notice the varying speeds and degrading upload speeds....data indicate Down/Up-Ping
|OOKLA Speed Tests / Date - Time||Bell/Toronto||Shaw/Winpeg||Rogers/Tor|
|Feb 6 - 11:15 DOCSIS 3.0 (18.104.22.168)||269/45-13||329/36-31||310/47-8|
|Feb 6 - 16:40||91/28-11||92/32-30||88/41-5|
|Feb 7 - 07:40||259/45-6||350/32-31||340/48-8|
|Feb 7 - 11:30||279/45-9||350/37-30||398/37-5|
|Feb 7 - 16:45||268/35-14||334/29-29||333/22-10|
|Feb 8 - 08:10||296/47-6||347/38-30||381/48-8|
|Feb 8 - 11:30||293/46-10||346/37-30||438/48-8|
|Feb 8 - 16:05 DOCSIS 3.1 (22.214.171.124)||89/17-10||91/19-32||91/26-4|
|Feb 8 - 20:10||89/38-11||91/34-30||90/38-4|
|Feb 9 - 08:15||318/46-7||358/34-29||328/46-4|
|Feb 9 - 11:30||91/47-6||91/37-30||90/41-7|
|Feb 9 - 16:45||92/41-17||92/32-30||92/31-10|
|Feb 9 - 21:30||90/20-20||89/26-32||82/30-9|
|Feb 10 - 10:00||273/46-6||352/34-29||374/41-7|
|Feb 10 - 16:30||247/19-17||334/19-30||323/28-8|
|Feb 11 - 08:15||290/47-9||346/43-29||91/46-4|
|Feb 12 - 12:10||265/30-9||345/26-30||354/22-5|
|Feb 12 - 16:45||267/30-11||329/28-30||362/18-4|
|Feb 14 - 10:00 Node Rebuild on Feb 13||327/19-6||269/20-31||371/16-5|
|Feb 14 - 16:45||308/10-7||296/13-31||352/14-8|
|Feb 14 - 20:20||267/8-14||256/9-30||364/9-9|
|Feb 15 - 11:00||313/43-14||366/42-30||268/44-3|
|Feb 15 - 16:45||177/24-20||177/21-27||372/27-7|
|Feb 15 - 22:30||160/15-132||87/7-32||299/13-7|
|Feb 16 - 18:00 DOCSIS 3.1 (126.96.36.199)||127/31-16||199/29-31||261/33-8|
|Feb 16- 23:00||170/24-10||168/28-30||327/27-11|
|Feb 17- 08:00||294/45-8||356/35-29||360/43-6|