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Node repair timeline...

yyzsam
I Plan to Stick Around

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?

 

 

 

***Edited Labels***

61 REPLIES 61

Re: Node repair timeline...

borford
Rogers Employee
Rogers Employee

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.

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

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.

Cheers

Sam

Re: Node repair timeline...

BS
I'm a Senior Advisor

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.

 

Bruce

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

Got an automated call today saying there has been a delay int he rapair ticket and that I will be updated once it is completed.

Re: Node repair timeline...

borford
Rogers Employee
Rogers Employee

Do you have a ticket number?

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

I do...

Re: Node repair timeline...

borford
Rogers Employee
Rogers Employee

And it is? This is not personal info that you are providing. I can check the status and give you a better idea why it is delayed.

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

Received another automated call this morning, "sorry there has been a delay in fixing your problem".

 

 

At least I'm getting an update every once in a while.

Re: Node repair timeline...

gp-se
I'm an Advisor

@yyzsam That's a good sign, atleast they are working on it.

 

Re: Node repair timeline...

BS
I'm a Senior Advisor

@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.

 

Bruce

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

Just got a call that "problem" has been fixed.

 

Won't know until tonight, fingers crossed.

Re: Node repair timeline...

your lucky , our area has a node issue since Dec 2016 and still not fixed, when it comes to around 4pm - 12am internet sucks big time and still rogers takes 3 months + to fix the issue what a joke

Re: Node repair timeline...

rjmaxim
I Plan to Stick Around

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.    

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

I'm not holding my breath.

 

Yesterday support said they would escalate it since its been open for a couple of weeks. Today I get a call saying it is fixed.

 

Me and a few neighbors will be testing tonigth and will back on support if it isn't.

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

Sadly it's not fixed!
speedtest1.PNGspeedtest2.PNGspeedtest3.PNGspeedtest4.PNGspeedtest5.PNG

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

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.

Re: Node repair timeline...

rjmaxim
I Plan to Stick Around

@yyzsam wrote:

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

 

Speed test.jpg

 

OOKLA Speed Tests / Date - TimeBell/TorontoShaw/WinpegRogers/Tor
    
Feb 6 -   11:15   DOCSIS 3.0 (2.0.10.13)269/45-13329/36-31310/47-8
Feb 6 -   16:4091/28-1192/32-3088/41-5
Feb 7 -   07:40259/45-6350/32-31340/48-8
Feb 7 -   11:30279/45-9350/37-30398/37-5
Feb 7 -   16:45268/35-14334/29-29333/22-10
Feb 8 -   08:10296/47-6347/38-30381/48-8
Feb 8 -   11:30      293/46-10346/37-30438/48-8
Feb 8 -   16:05   DOCSIS 3.1 (2.0.10.19)89/17-1091/19-3291/26-4
Feb 8 -   20:1089/38-1191/34-3090/38-4
Feb 9 -   08:15318/46-7358/34-29328/46-4
Feb 9 -   11:3091/47-691/37-3090/41-7
Feb 9 -   16:4592/41-1792/32-3092/31-10
Feb 9 -   21:3090/20-2089/26-3282/30-9
Feb 10 - 10:00273/46-6352/34-29374/41-7
Feb 10 - 16:30247/19-17334/19-30323/28-8
Feb 11 - 08:15290/47-9346/43-2991/46-4
Feb 12 - 12:10265/30-9345/26-30354/22-5
Feb 12 - 16:45267/30-11329/28-30362/18-4
Feb 14 - 10:00    Node Rebuild on Feb 13327/19-6269/20-31371/16-5
Feb 14 - 16:45308/10-7296/13-31352/14-8
Feb 14 - 20:20267/8-14256/9-30364/9-9
Feb 15 - 11:00313/43-14366/42-30268/44-3
Feb 15 - 16:45177/24-20177/21-27372/27-7
Feb 15 - 22:30160/15-13287/7-32299/13-7
Feb 16 - 18:00   DOCSIS 3.1 (2.0.10.24)127/31-16199/29-31261/33-8
Feb 16-  23:00170/24-10168/28-30327/27-11
Feb 17-  08:00294/45-8356/35-29360/43-6

Re: Node repair timeline...

My main intersection is Donmils and leith hill Rd with congestion on node, anyone else on here around same area ?

Re: Node repair timeline...

yyzsam
I Plan to Stick Around
My signals are +5 to +8 for downstream. But my issues are upstream speed degradation at night, though it is starting earlier these days, 3-4pm instead of 7pm. My neighbors are also having the same issues.

I use the CODA in bridge mode and haven't had any glaring issues with it.

Re: Node repair timeline...

gp-se
I'm an Advisor

@yyzsam Since the speed drops during peak/busy hours this is a congestion issue. Hopefully the Engineers do some work on your node to alleviate the problem.

 

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