Ongoing poor connection - Support/technicians aren't helpful

[jpersaud]

I've been dealing with poor connection speeds, outages, and packet loss for almost two years that I've lived in the L3T postal code. I've had at least 5 technicians visit my house and contacted Rogers support numerous times. Lately, I've been contacting them every two weeks for the past two months about a connection problem.

I'm on the Rogers Gigabit Package, so 1000/30.

My connection problems are a combination of:

* speed being 30-40% of what it should be

* high latency running a ping test to 1.1.1.1 to and www.google.ca (ranging from 15ms up to 800ms)
* connection dropping for brief periods

What Rogers has done:

* switched out the coax line

* put some filters on the line

* remove the filter on the line the technician before just put on

* switched the modem

When I log into my modem, I can see there is a large amount of uncorrectable codewords. See signal and codeword chart below:

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
36.8 dBmV	39.5 dBmV	41.3 dBmV	39.8 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
367793547	2328487658	2727778185	2726887520	2729287833	2565838329	2588839304	2580153418	2589116574	2592839316	2556844995	2601969713	2593041917	2651022832	2654111516	2640818550	2611672852	2652709336	2669967903	2662839304	2686287245	2672226770	2681016842	2662316695	2681834485	2667779083	2676585234	2673113081	2727869468	2725909496	2725697677	2724243483	367793547
3058531879	116487545	1860389	2741977	400550	122875832	104812731	107838151	104013560	102956952	94889781	98403670	68111494	61654444	58848918	70876688	55529420	61959928	47818531	54381189	34822699	48830347	38540297	54312558	37672632	50105145	42099831	45703293	2071048	3980700	4168898	5548304	3058531879
195155797	186856330	22707	20193	4646	40987576	36069565	41741393	36605945	33949975	29098801	29443428	21168875	17144793	16864309	18134735	15105912	15177133	12072166	12651173	8810464	8872618	10373756	13307300	10445226	12068492	11277674	11154870	34185	87878	159378	220611	195155797

How do I get Rogers to take this seriously? I can't keep contacting them to play the same game every few weeks. I feel like every time I contact them, I start back at the beginning as they ask me to do the usual, reboot the modem, send a tech out, rinse and repeat.

**Labels Added**

[RogersCorey]

Greetings @jpersaud!

I am sorry to hear that you've had such a long and ongoing issue with our Internet service. I'd like to start by digging into the history on your account and running some tests of my own to see where your connection sits today.

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

[jpersaud]

Noting my issues seem to have returned. I had a temporary coaxial line installed about 5 weeks ago. A few days ago, the burial team came back to bury the new line and it seems to have made the issue worse.

Showing some output below:

traceroute to www.google.com (142.251.41.68), 30 hops max, 46 byte packets
 1  cpebc4dfbd4de33-cm.cpe.net.cable.rogers.com (99.229.142.1)  26.674 ms  11.195 ms  13.544 ms
 2  24.156.143.129 (24.156.143.129)  20.790 ms  13.105 ms  12.329 ms
 3  3021-cgw01.mtnk.asr9k.rmgt.net.rogers.com (209.148.232.49)  16.768 ms  14.940 ms  11.795 ms
 4  209.148.235.222 (209.148.235.222)  20.316 ms  21.484 ms  16.343 ms
 5  *  *  72.14.216.54 (72.14.216.54)  16.978 ms
 6  108.170.250.241 (108.170.250.241)  19.291 ms  *  *
 7  142.251.70.13 (142.251.70.13)  15.917 ms  yyz10s20-in-f4.1e100.net (142.251.41.68)  16.373 ms  142.251.70.11 (142.251.70.11)  15.621 ms

Fri Oct 21 13:49:27 EDT 2022: 64 bytes from 142.251.33.164: seq=66 ttl=118 time=12.158 ms
Fri Oct 21 13:49:28 EDT 2022: 64 bytes from 142.251.33.164: seq=67 ttl=118 time=15.214 ms
Fri Oct 21 13:49:29 EDT 2022: 64 bytes from 142.251.33.164: seq=68 ttl=118 time=14.258 ms
Fri Oct 21 13:49:30 EDT 2022: 64 bytes from 142.251.33.164: seq=69 ttl=118 time=16.535 ms
Fri Oct 21 13:49:31 EDT 2022: 64 bytes from 142.251.33.164: seq=70 ttl=118 time=17.208 ms
Fri Oct 21 13:49:32 EDT 2022: 64 bytes from 142.251.33.164: seq=71 ttl=118 time=19.838 ms
Fri Oct 21 13:49:33 EDT 2022: 64 bytes from 142.251.33.164: seq=72 ttl=118 time=21.227 ms
Fri Oct 21 13:49:34 EDT 2022: 64 bytes from 142.251.33.164: seq=73 ttl=118 time=12.985 ms
Fri Oct 21 13:49:37 EDT 2022: 64 bytes from 142.251.33.164: seq=74 ttl=118 time=1518.329 ms
Fri Oct 21 13:49:37 EDT 2022: 64 bytes from 142.251.33.164: seq=75 ttl=118 time=528.972 ms
Fri Oct 21 13:49:37 EDT 2022: 64 bytes from 142.251.33.164: seq=76 ttl=118 time=164.729 ms
Fri Oct 21 13:49:38 EDT 2022: 64 bytes from 142.251.33.164: seq=77 ttl=118 time=14.405 ms
Fri Oct 21 13:49:39 EDT 2022: 64 bytes from 142.251.33.164: seq=78 ttl=118 time=329.783 ms
Fri Oct 21 13:49:40 EDT 2022: 64 bytes from 142.251.33.164: seq=79 ttl=118 time=15.983 ms
Fri Oct 21 13:49:41 EDT 2022: 64 bytes from 142.251.33.164: seq=80 ttl=118 time=15.174 ms
Fri Oct 21 13:49:42 EDT 2022: 64 bytes from 142.251.33.164: seq=81 ttl=118 time=16.029 ms
Fri Oct 21 13:49:43 EDT 2022: 64 bytes from 142.251.33.164: seq=82 ttl=118 time=14.733 ms
Fri Oct 21 13:49:44 EDT 2022: 64 bytes from 142.251.33.164: seq=83 ttl=118 time=18.267 ms

Fri Oct 21 13:50:56 EDT 2022: 64 bytes from 142.251.33.164: seq=155 ttl=118 time=15.513 ms
Fri Oct 21 13:50:57 EDT 2022: 64 bytes from 142.251.33.164: seq=156 ttl=118 time=17.172 ms
Fri Oct 21 13:50:58 EDT 2022: 64 bytes from 142.251.33.164: seq=157 ttl=118 time=20.243 ms
Fri Oct 21 13:50:59 EDT 2022: 64 bytes from 142.251.33.164: seq=158 ttl=118 time=20.224 ms
Fri Oct 21 13:51:01 EDT 2022: 64 bytes from 142.251.33.164: seq=159 ttl=118 time=613.249 ms
Fri Oct 21 13:51:01 EDT 2022: 64 bytes from 142.251.33.164: seq=160 ttl=118 time=18.562 ms
Fri Oct 21 13:51:03 EDT 2022: 64 bytes from 142.251.33.164: seq=161 ttl=118 time=596.801 ms
Fri Oct 21 13:51:03 EDT 2022: 64 bytes from 142.251.33.164: seq=162 ttl=118 time=50.482 ms
Fri Oct 21 13:51:04 EDT 2022: 64 bytes from 142.251.33.164: seq=163 ttl=118 time=14.311 ms
Fri Oct 21 13:51:05 EDT 2022: 64 bytes from 142.251.33.164: seq=164 ttl=118 time=14.655 ms
Fri Oct 21 13:51:06 EDT 2022: 64 bytes from 142.251.33.164: seq=165 ttl=118 time=14.137 ms
Fri Oct 21 13:51:07 EDT 2022: 64 bytes from 142.251.33.164: seq=166 ttl=118 time=26.571 ms
Fri Oct 21 13:51:08 EDT 2022: 64 bytes from 142.251.33.164: seq=167 ttl=118 time=12.289 ms
Fri Oct 21 13:51:09 EDT 2022: 64 bytes from 142.251.33.164: seq=168 ttl=118 time=18.487 ms
Fri Oct 21 13:51:10 EDT 2022: 64 bytes from 142.251.33.164: seq=169 ttl=118 time=16.581 ms