"Network upgrade" taking Ignite internet down a dozen times in a month - midtown Toronto

[dlanced]

A month ago I received an email from Rogers informing me that I could soon experience internet service outages due to network work that would offer me "enhanced internet experience with even more fibre power" (whatever that is). Here's how they put it:

"As part of the construction process, you will experience intermittent interruptions to your Rogers home or small business services. Rest assured, we’ll notify you via phone or text message 2 business days before we start the work and will keep you updated with the latest construction information and details on possible service outages as they become available."

Since then, I've lost service at least a dozen times - sometimes after the two day warning, sometimes with no warning at all. The outages last anywhere from five minutes to more than an hour, and can happen multiple times a day. As I run my business from home, this is highly inconvenient.

I've contacted Rogers twice over the last while for support and tickets have been "escalated" twice. But - to my knowledge - absolutely nothing has been done. It would be helpful if someone could even tell me when the interruptions would end, or even what the service "improvements" were, but no one had any helpful answers.

Has anyone else been experiencing this?

I pay good money for my internet service because my business depends on it. If I can't be assured of reliable service in the very near future, I'll have no choice but to switch to a new internet provider.

[RogersJo]

Good Morning @dlanced, 😊

Welcome to the Community and thanks for bringing this to our much needed attention. I'm sorry to hear about the service interruptions you've been experiencing. I know how imperative it is to ensure you stay connected. We'd be sad to see you go!

Has anything been resolved since you last posted? 

If not, please send us a private message to @CommunityHelps so we can assist you further and we'd be more than happy to assist you. For more information on how our Private Messaging system works, you can find out more here.

Looking forward to hearing from you,

RogersJo 

[dlanced]

Hi,

Thanks for responding. 

There have been updates to the issue. I decided to wait 48 hours from the time of my second support ticket before doing anything. After around 50 hours, I felt I had not choice but to sign up with a different provider (whose service happens to be $10/month cheaper). Two hours after that I received a recorded phone message from Rogers telling me that the problem had been solved. 

Since I've got a couple of weeks before my new service is activated, I guess I can wait to see if there trouble any more trouble with my Rogers line. But I certainly appreciate that they did seem to take my issue seriously.

Thanks,