Toronto - Rogers Internet Issues

[Striking_Pro627]

Decided to write about the situation I am in because Rogers is not capable of handling their own matters and they deserve to be penalized/punished for their lack of customer care/support.

Back in January 2025, I started to experience very high ping which affected my remote connection for working from home, online video games, online poker and stock trading.

Since then, I've had three visits from a technician, specialist and senior technician.

They all did their job and checked what they were assigned for to see if anything from my end was causing problems.

1st visit from technician.
He checked out the rogers wall mount box in my garage. Noticed a splitter which wasn't needed for my house, so he removed it. Ran a few tests then he asked to check the speedtest from my computer which was hardwired. Same results, high upload latency (low as 200ms, high as 1200ms with average around 400ms). His conclusion was that it was an area problem or the cables coming from street could be the issue. There was nothing else he could do from his end so he raised the ticket up to a specialist. Totally fine, he did his job.

2nd visit from specialist.
Great guy, answered all my questions as I was getting fed up with the situation.

He did the same thing as the 1st technician but did extra by finding the correct box in my neighbourhood by digging away snow from all three locations. Eventually we found the correct line and he did some tests and confirmed that there was no problems with the rogers line coming to my house. He had a newer modem/router which didn't resolve the issue. He also said that it may be an area problem so he raised the ticket up to senior technician.

3rd visit from senior technician
Great guy, checked all the things the specialist did and tested a few more methods to confirm exactly what the problem was.

1. We directly connected his test modem/router from the garage and confirmed that there was no issues as upload latency was steady at 5ms. This made us believe my older modem and new modem were somehow faulty and was causing the problem. We switched the modem again and still had issues.

2. New modems didn't resolve the issue so he was leaning towards the idea that my internal cable (white line that is the homeowner's responsibility) was problematic. Told me I had two options. One, he could drill holes from garage into my main entrance and drag line up to where my modem is which was on the 3rd floor, leaving a 50ft cable in the open. Two, I call an electrician to have them fish out the old line and replace with new line. I wasn't really happy with either options so I asked can we make sure that the internal line is the problem before making this big decision. So we checked by directly connecting from garage to my modem (he had a 500ft cable box which is used for these scenarios), but that didn't resolve the issue.
   He was pretty stomped at this point as we both were looking at 5ms upload latency when checking via his laptop in garage with his test modem.

3. Finally, we decide to connect his test modem to my computer and voila, problem is solved. upload latency was showing 5ms from his test modem which was placed right next my modem. His conclusion, some type of issue was happening with my account from backend IT. He has seen this issue before but it's rare and hard to resolve(?) as someone who knows how to fix it needs to find the issue. This part I don't get at all, it was almost like he was telling me I have to be lucky enough to have the right person from the backend IT team to look at my account issue as not everyone will be able to fix the problem.

4. After 2 hours, we finally concluded that it was for sure a problem with my account so he called Rogers IT team and let them know what was happening only to hear the otherside say "I don't know what to look for, only thing I can do is reboot the account." They rebooted my account and that didn't help so we created an internal ticket.

5. Next day I get a call from Rogers automated call saying my ticket created on Feb 25th for "Infinity TV has been resolved" and gave me a completely different ticket number. And of course, upload latency is yet to be fixed, still jumping up to 1200ms and steady around 400ms.

Now I am back to square one and I am not sure what to do.

All these problems got me thinking that just MAYBE they have some blacklist for customers they don't like?

Which I don't understand as I've been a loyal customer for over 10 years now.

I recently called customer service, early January, as I was stunned to see that I was paying 40 dollars more than the promotional deals Rogers was showing. I was actually paying more than advertised even without the promotional offer. Their answer was "this is a promotion for new customers" which blew my mind as in my opinion you should be taking care of your long serving loyal customers just as well as you would with new customers. Anyways, the call was very straight forward and the customer service agent was actually very nice and right away offered the promotional rate, but under a 2 year contract that couldn't be cancelled without penalties under no circumstances (except moving to a location that didn't have rogers internet available).

The high upload latency problem coincides with the timeline of switching my contract.

Is it possible that they are trying to provoke long time customers who ask for new customer promotional deals?

Nothing but the above makes sense to me at this point.... No follow up and I am done with calling technical support to only have another technician come out to repeat the process.

This got a little too long but I hope it reaches the right people to correct Rogers' poor communication and their lack of coordinating between back end IT and technicians.

Please comment if you are experiencing similar issues...

[RogersCorey]

Hello @Striking_Pro627,

In the case of an issue in the "backend", that is most typically a provisioning ticket. We generally escalate these kinds of cases when a modem isn't getting its subscribed speeds. 

I would need to have a closer look at your account to look at the history of the issue as it's documented before I could provide an accurate assessment of the issue as it currently stands.

We'd be happy to take a closer look to see what is going on! Please 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.  

~RogersCorey

[Striking_Pro627]

Thanks for the reply Corey.

The senior technician and I created a ticket with the backend IT team.

Please refer to ticket # (removed for privacy) and see if there was any follow up or if it's still existing.

The speed is fine, the issue is with the upload latency.

[saniclol]

Yep, i've been having the same exact issue for months (last i remember was sometime around june or before in 2024).

I was at a point before where the internet was just fine for me gaming (usually) as I was ethernet cord wired to a big rogers pod (now it's wired into the modem itself).

Then all of a sudden i've had huge download and upload issues.

Now download is good, but upload is spiking down constantly (like it has been since i had this issue) and ping will just keep sky rocketing no matter the time of day.

I've had to constantly check and see if it's any of my devices or anything and find out it's not me.

my devices are new and still when checking speed, the ping issues are there.

had a technician visit once and by the end of the visit say "there's an area issue" but i never had this area issue before and this "area issue" was never looked more into.

i also had a splitter taken out like you mentioned you did and was told it's not needed (which makes me question why a technician ever puts it in there in the first place).

another technician came and gave me a new modem/router (didn't solve anything).

upgraded my upload  (still nothing).

another technician replaced my other coax cord and another technician fixed the area of the coax cord that was left loose, and still didn't fix the issue.

Another technician came replaced a wire from outside that goes into my house (yep didn't fix the issue).

The last technician sent in a ticket to be escalted further and said it should be fixed by like 3 days and i'd get notified soon, so i waited and waited.

Days passed longer than 4-5 days so I called rogers and a nice lady really sat down and tried to help me as much as she could and i really appreaiated the help; she ended up telling me, the ticket that the last technician escalted was basically canceled all the while i was waiting for a responce just to get told (not by the people doing it directly) that it was cancelled and said on the ticket for cancelation "it was a them issue" LOL.

they've never proved and showed anything to prove it was a me issue and anytime i tried checking speeds on other newer devices, they were all getting the same result (also to add as i should have earlier, yes i speed tested on the roger xinfinity app A LOT).

when it comes to the rogers xinfinity app speed test, imo it doesn't actually show how accurate it actually is. 

What i mean by this is for example you go to other speed test sites like Ookla and you'd see where it has 3 parts it does a test for:

1. download
2. upload
3. latency/ping

The rogers xinfinity app doesn't do this for all 3 and what i think it only shows is (mainly) the download speed.

it doesn't seem to account upload (or as much) or ping AT ALL.

Note: Also to mention, a lot of the time when i was doing the speed tests on that app, the main speed that it had  there to show if it's good or not was 1500. So if it was over that, it was claimed to be fine or under that, it would say it's not good and request to restart the modem (even though of course that hasn't solved the issue ever).

i would notice that in these speed tests on the app, just before it ends and the speed would even show to be 1400 or even lower than that, it'd randomly skyrocket to 1500 or 1700 and look like "oh it's using more than it's planned!".  Of course i wasn't going to be fooled by that.

I still use that app just in case, but i don't completely trust it to give me the complete accurate result of a speed test anymore.

so even though my download is still right now really good, by upload (sometimes) and ping (A LOT of the times) shows that there ARE issues but the rogers xinfinity app doesn't reflect that.

that's why i also believe (but could be wrong) that that's also how the employess on phone or live chat basically see the speed. It's mainly looking good because of the download and do not really see how bad the upload and ping is and know why.

and i believe when i call in and they do speed tests from their end, i could be wrong but i believe it's the same thing they're seeing which is just mostly/mainly the download speed and that's why they think "everything's fine" when it's not.

So later i went into rogers live chat once (this was actually recent) and was told to try this command in the command prompt:

 ping www.google.com -4 -t

What this did basically shows your ms/ping every second.

this allowed me to track the bad ping when it kept showing and i showed it in chat and the employee believed that yes there indeed is an issue contrary to what their speed test showed on THEIR end, and an issue which is not on my end, not my fault that rogers still needs to fix.

I did end up getting a senior technicians number to help do tests when the spike comes back.

this is still ongoing so we'll see what happens this week.

but i've been dealing with this issue for so long and paying so much that i'm not sure how much more i'm willing to keep this up (why bother continually pay so much for laggy internet that when you put in tickets for, it gets cancelled without you knowing and you just gotta "deal with it"?).

[RogersCorey]

Thank you for detailing your concerns in full @saniclol.

Have you had a chance to speak with that senior tech yet? Please let us know the results of your conversation.

~RogersCorey

[saniclol]

So I saw your post 3 weeks ago, but decided to wait a while to post again about it.

So the current situation is that i've been talking too a senior tech and sharing to him the info of the ping that i keep screen shoting and sending to him, and so far what i understand is that the senior tech is getting someone else to come over (not to my house to notify me) and look further into the issue (this was like a week or 2 ago of this being said).

A common theme i've heard is basically that someone SHOULD be getting back to me on any of these updates and still to this day, i've received NO email or phone call from rogers or the senior himself on the issue.

I've always had to call in myself to findout if anything is even happening (usually, the case would be.. NO LOL).

So i'm basically being told constantly i should be getting notified/updated on the situation as things progress (never happens unless i call in, but just to basically hear NOTHING is being done) and then someone else is on it.

Like.. WHAT AM I SUPPOSED TO DO? LOL

As I said before, i've not had this issue this bad earlier last year, but for months now i've had this problem and it's always been treated by Rogers like "if we just ignore it, we'll be fine".

I'm at the point of thinking of just removing Rogers and going somewhere else. This is SO ANNOYING TO DEAL WITH.

The constant ping spikes is annoying no matter what i try to do to fix the issue.

I'm being told there for sure is an issue, but there for sure seems to be nothing done about it.

As of right now, i'm currently still trying to get in contact AGAIN with the Senior, if i can't get the Senior, i'll just have to call/live chat rogers later on today.

[RogersCorey]

Good morning @saniclol,

As a fellow gamer, I know that ping spikes can be especially disruptive to the online experience.

Were you able to get in contact with the senior tech?

If not, we'd be happy to take a closer look to see what is going on! Please 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.  

~RogersCorey