We have had several technicians to our house multiple times to determine and try to resolve the shoddy, inconsistent wifi signals. Often times, when the technicians arrive they check the wifi with their own devices and lo and behold, the speeds are reasonable. Unfortunately this is not the case all the time. Last week a technician acknowledged that there was definitely a problem given that the download speeds on our tvs and laptops fluctuated from 1.9 to 100+. He was able to witness the problems and acknowledged them! Often when we are streaming on our new samsung tvs or trying to access the internet from the tvs, the screens freeze and the circle of death takes over! This is also the case with our laptops and phones. The technician (Dennis) who came last week promised to escalate the matter to higher up departments. Unfortunately, we never heard back from Dennis as promised, and we had to follow up with Rogers twice as nobody bothered to contact us to let us know what was happening. We waited over a week. We continued with inconsistent wifi signals! . Today, a “senior member” came in and checked speeds using his own devices and confirmed there was nothing wrong with our internet speed. He got into his truck and left without speaking with us as he had promised to do. We are very upset by all of these ongoing interactions with Rogers and the constant interruption with our wifi service. We just ran speeds on our tvs using Ookla (the technician today did not even look at our devices-just blamed the devices and not Rogers) and the download speeds are now averaging 2.3 - worse than ever!! How can all of our devices be freezing and not connecting to the wifi reliably and consistently? Note, that we have even tried connecting our two tvs at my parent’s house who are with Primus (Fiber Optics) and our tvs work amazingly well there, reaching download speeds in excess of 350+. It is clear that Rogers is not interested in solving this problem. The technician today did not seem to care if we moved carriers or not. He did not manually explore the wires/cables inside or outside. His analysis was solely based on what his computer/phone signals were telling him. I have been a Rogers customer for over 35 years and am furious over the lack of customer service skills shown, and by the technicians’ ability to resolve/repair the wifi problem. Rogers not taking responsibility for there being a a wifi issue and blaming the devices, which is 100% false information is beyond unacceptable and is truly incomprehensible given the amount of money we pay to Rogers, and our tremendous sense of loyalty to them over the years! Gross incompetence on Roger’s part. Also note, there are many neighbours who have been experiencing similar issues as we are on a group chat! Rogers has promised to upgrade our lines to finer optics and has mentioned that we are in queue for this work to be done. I will sadly begin looking into transferring all of my services to another carrier.
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