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Ongoing poor connection - Support/technicians aren't helpful

jpersaud
I've been here awhile

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**

 

 

2 REPLIES 2

Re: Ongoing poor connection - Support/technicians aren't helpful

RogersCorey
Moderator
Moderator

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

Re: Ongoing poor connection - Support/technicians aren't helpful

jpersaud
I've been here awhile

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

 

 

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