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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...

BS
I'm a Senior Advisor

@yyzsam  I agree with you 1000 %  That is why I dumped them back in the early 2000's, when they had outages for weeks at a time while they said, "they are working hard in all neighbourhoods to bring you an improved Internet experience, and any delays will only be temporary, we understand your inconvenience during this time of change, but as always, we are striving to bring you the best most advanced services in the market."  Not verbatim, but close.  And lets not forget thanks for being a loyal customer and for your patience as we work our way through this improvement of your service -  My answer, cancel it, I will take the box back tomorrow, and I am going bell.

 

Also loved when they said, ask your neighbours if they are having problems, and I said, I can't they all have left you, I am the last.

 

I foolishly stay with them, I kept my cable as their was only satelite alternatives, which the whole neighbour went to, or even went to dial up salutions at lower speeds, "look" towers of the time, and dumped everything.  Me I stayed, then came back when the new neigbourhood didn't have the Bell solution.  If the neighbourhood had a bell solution (outside the distance of the central office), I would probably still be with them, and moved to TV.

 

Plus, they do keep me with better solutions to my issues in general, more willing to listen to me - 24+ years does have an impact in general, but technical issues are beyond service reps, and once you finally say, I need the service, sometimes you can't wait anymore, and you call it a day.  But these days, although they have all my services, unlike then, there really are alternatives (maybe a less quality, or not as good price), but if you don't get service, no credit changes the fact that a service is not being delivered, and we have to move on = like when my car dies, no matter how much I love it, I buy another one, and I have no loyalty to any dealer or automaker either.

 

Good luck on this one.  Sounds horrible.

 

Bruce

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

Received a letter from Rogers yesterday advising me that my internet package is increasing by $5/mth. Hilarious.

Still waiting for Bell's FTTH to be installed. They were here Monday but didn't have access to all the backyards to pull fibre from the next block. They're coming back tomorrow. Fingers crossed.

Re: Node repair timeline...

@RogersDave looks like they didnt fix anything , i got a call this afternoon from the ambassador saying the issue i was having was fixed this morning but with the looks of it still there here is a test i just done.

www.google.camarch21.png

Re: Node repair timeline...

@RogersDave its 10;30 pm and here is my speed result and still getting high latency , realy i dont see how they have fixed our node issue in my area if im still getting these results.

 

Untitled.png

 

 

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

If I had that upload I wouldn't have switched, I was getting 0.5-4 in the evenings. But my Lat and Jitter were in the single digits.

Re: Node repair timeline...

yyzsam
I Plan to Stick Around

FTTH was finally installed today, so far so good.  Don't think I'll regret switching as long as reliability and performance is stable. The $5/mth bump that Rogers announced nullified the increase in price when I switched.
bell ftth.JPG

Re: Node repair timeline...

@Datalink does this image show you that there is still heavy load on my node ? 

99.227.240.1march22.png

Re: Node repair timeline...

oh wow nice where are you located ?

Re: Node repair timeline...

can you ping easo.ea.com using pingplotter and post your results here thank you, would like to see the diff when i do

Re: Node repair timeline...

We have been experiencing internet outage in Brampton since Saturday 3rd June. I called Rogers only to find out that there's no ETA to resolve this. 

It has been more than 36 hours now and still no sign of internet connectivity at home. I have reset the modem, multiple times, got it changed even. Yet nothing. 

I have got notified multiple times (twice by text, once by an automated call) that the issue has been resolved. Yet, when we restart the modem again, internet is not working. 

This is unsatisfactory service from Rogers! Expected better from them, hence moved from Primus to Rogers. Turned out to be a bad choice!

Please fix the problem ASAP.

 

Re: Node repair timeline...

BS
I'm a Senior Advisor

Consider using the escalation process to at least get some compensation, or better faster repair.

 

http://www.rogers.com/web/support/account/ombudsman/376?setLanguage=en

 

Bruce

Re: Node repair timeline...

Hi @adsouza1980,

 

Thank you for joining the Rogers Community Forums and posting your concern.

 

 The Internet service being offline is definitely inconvenient, is the service online for you yet? Are you still receiving updates from our technical support?

 

Please keep us posted.

 

 

RogersZia

Re: Node repair timeline...

I have been having speed degration every night since December 2016 ... What I want to know @RogersKevin @RogersDave how long does this take to get fixed ? It's my whole building that's getting this slow speeds @ peak hours so what's going on here ? How long do us rogers customers have to wait ? Anyone ?

Re: Node repair timeline...


@lethalsniper wrote:
I have been having speed degration every night since December 2016 ... What I want to know @RogersKevin @RogersDave@ how long does this take to get fixed ? It's my whole building that's getting this slow speeds @ peak hours so what's going on here ? How long do us rogers customers have to wait ? Anyone ?

Call Rogers when the speeds slow down, encourage people in your building to call too. The more complains the faster Rogers will try and get it fixed.

 

Re: Node repair timeline...

RyzenFX
I'm a Reliable Contributor
Being in an area where the upstream congestion is really high really hurts.

Daily, the upstream speed would decrease to 10Mbps, which also increases jitter by a lot. This upstream capacity issue is much more apparent when watching Twitch streams and playing League of Legends. I would average a ping of 45+ ms and a packet loss of 5-7 packets lost/min. I hope that Rogers starts the upstream capacity uplift in my area as soon as possible as it is testing my patience. The twitch buffering issue is also greatly amplified with the upstream congestion at my node.

I do however admire the fact that @RogersDave and others are creating a new mathematical model to plan segmentations sooner.

Re: Node repair timeline...

gp-se
I'm an Advisor

@RyzenFX wrote:
Being in an area where the upstream congestion is really high really hurts.

Daily, the upstream speed would decrease to 10Mbps, which also increases jitter by a lot. This upstream capacity issue is much more apparent when watching Twitch streams and playing League of Legends. I would average a ping of 45+ ms and a packet loss of 5-7 packets lost/min. I hope that Rogers starts the upstream capacity uplift in my area as soon as possible as it is testing my patience. The twitch buffering issue is also greatly amplified with the upstream congestion at my node.

I do however admire the fact that @RogersDave and others are creating a new mathematical model to plan segmentations sooner.

@RyzenFX

I fell your pain, from December until about a month ago my upstream was getting progressively worse. It started around 30mb/s during peak hours around December, to 5-10mb/s upload 2 months ago. Then Rogers split my NODE (IP address changed) and now my speeds are much better. During peak I get around 35mb/s, off peak I can max out at 50mb/s.

 

Re: Node repair timeline...

RyzenFX
I'm a Reliable Contributor

It is definitely are horrible situation to be in. As of right now, the upload congestion on the node is increasing heavily b/c more and more students are entering summer break. 

 

I ran multiple speed tests on the Rogers speed test site and I have noticed that my upload speed has decreased further from 10Mbps down to 4-7Mbps during peak time. At this point, relief is certainly needed but I am unaware when Rogers will be completing their relief for my neighborhood. It's certainly frustrating as I cannot enjoy gaming as much as I used to because of how horrible the packet loss is getting and as well as the lag; it's unacceptable. 

 

I was also pinging my CMTS during the peak time and as far as I can tell, I think the graph could speak for itself (graph is provided below). You can see the ping reach as high as 200ms and there were many times where the ping to the CMTS would be 100+ms. I can't explain how frustrating this is right now and I've tried pushing the Support Agents (even the manager) to see if they can send a request to the higher ups asking when my node will be given more upstream bandwidth but they won't bulge. @CommunityHelps do you think you can help in escalating this issue so it can finally be resolved? 

 

And for those who are Interested, my neighborhood's peak time runs from 9-11PM.

 

congest_node_upstream.png

Re: Node repair timeline...

gp-se
I'm an Advisor

@RyzenFX 

Give Rogers a call explain that during peak hours the connection drops to 4mb/s which is unexpectable. Ask them for a bill credit until the issue is resolved. It may take some time to get fixed, but they will eventually fix it. I was experiencing the same issue a few months ago, and they recently split my node. Since my node split my speeds have been good, 50mb/s off peak, 30mb/s during peak. (upload) 

Re: Node repair timeline...

RyzenFX
I'm a Reliable Contributor

@gp-se Called Rogers tonight and I was able to speak to a manager about the node congestion issues. The ball is rolling and they have started the process of physical upload capacity uplift. They have sent the permits to my municipality which will take maybe 6-8 weeks to be approved. With this in mind, the construction could be happening in August or September. 

Re: Node repair timeline...

gp-se
I'm an Advisor

@RyzenFX

Awesome dude, these things take time, but you'll be very happy once it's all done. I was complaining about my Node issues since December, by March it was all fixed up, they got the permits, but had to wait for the weather to warm up before they did the physical node split.

I knew the work was completed when my i.p. address changed and of course speeds improved.

 

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