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Weak Signal Strength/Poor Voice Quality

LeaMar
I'm here a lot

I have been a customer of Rogers for a number of years now.  I don't recall ever having any issues.  However, since the middle of August, my wireless service has really gone downhill.  I do live in a rural area and I know I am far from the nearest tower but again, up until August, I haven't had any problems.  I currently have a cell phone as well as a home phone (a corded handset) that I have plugged into a wireless base station.   When receiving phone calls, I can't hear the person on the other end as the voice cuts in and out.  As well, people had trouble leaving messages - they said the mailbox hadn't been initialized (and yet nothing had changed at my end - it had been working fine for years).  I have lost track of the times I have contacted Rogers for help.  They initially set up a ticket but couldn't find anything wrong at their end.  Then they suggested that I upgrade my wireless base station.  I had to drive an hour to the nearest Rogers store. They didn't have any newer models in stock but would order one for me.  In the meantime, they upgraded the SIM card for both my base station and my cell phone.  This seemed to make things a bit better.  The new base station came in so I drove an hour to go and pick it up.  I've plugged it in but it doesn't seem to make a difference.  I can hear people talk but they can't seem to hear me.  Plus calls are dropping.  I was going to contact Rogers through the chatbox today but there were 29 in the queue.  I am in a rural area and need a phone.  I have done everything that Rogers asked me to do and this hasn't improved my call quality.  Not sure what else to do except to start researching another provider.

 

 

 

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Re: Weak Signal Strength/Poor Voice Quality

LordDrakkon
I'm a trusted contributor
What device are you using? Did you purchase the device from Rogers? WiFi Calling might be an option to help with call quality. If the area you live in is has a lot of trees. That can greatly impact the signal reaching your location. Have you tried a Network Reset on your device and had Support complete this on their end at the same time?

Re: Weak Signal Strength/Poor Voice Quality

My cell phone is a Samsung Galaxy A53 that I bought last June at a Rogers store.  I also have a corded handset which I plug into the wireless base station.  My old base station was a model WF720.  Rogers support suggested I get an upgrade.  So I just purchased a new base station model WF723.  Plus I just got new SIM cards for both my cell phone as well as the new base station.  Nothing has changed here at my location.  My service with Rogers had been fine up until the middle of August.  How do I do the Network Reset on my cell phone?  Will I lose information?  I appreciate the helpful suggestions.  Thanks!

Re: Weak Signal Strength/Poor Voice Quality

LordDrakkon
I'm a trusted contributor
A network reset on your Samsung will not wipe the device. It just wipes the WiFi, Bluetooth, and network settings so the devices modem can have a fresh connection to anything it connects to. You can do that in Settings, General Management, Reset. You will see an option to Reset Mobile Network Settings. That is the one you want.

Re: Weak Signal Strength/Poor Voice Quality

Thanks so much for the info!  I will give it a try!

Re: Weak Signal Strength/Poor Voice Quality

Well that didn't work.  After waiting an hour and a half in line, I had a specialist do a network refresh. He did it at his end and said I didn't need to do one on my phone. I just turned my phone off then back on and turned the ZTE off then back on.  Today my service is worse than it has ever been.  When I pick up my phone to call out, all I hear is static.  Tried using my cell phone's wi-fi calling and the call was dropped.  I have contacted Rogers several times now.  I wish I could phone somebody but my phone service doesn't work.  Do you have any other suggestions or who I could contact to seriously look into this for me? Otherwise I think I won't be a Rogers customer for much longer

Re: Weak Signal Strength/Poor Voice Quality

LordDrakkon
I'm a trusted contributor

Static is a sign your device is using 3G.  Is your device VoLTE compatible?  If not, 3G networks will not be availble forever.  A 3G sunset is in the future for Canada in the next few years, if not sooner.  If not, that might be the main issue.  A network reset on your device is still a good idea to try as it will allow your device to redownload all of the network settings for the network.  Sometimes over time, those settings get corrupted, which can cause issues.  

Re: Weak Signal Strength/Poor Voice Quality

I really don't understand 3G and VoLTE.  All I know is that I am paying for a service with Rogers that I am not receiving.  It shouldn't have to be up to me to figure out what the problem is.  I really do appreciate your help though.  Sorry if I sound grumpy because I am and I am done with Rogers.  I am going back to a landline.  And apparently you need tv and internet with Rogers in order to get a landline so I will be switching to Bell.  Thanks!

Re: Weak Signal Strength/Poor Voice Quality

Hello @LeaMar!

 

Static on your line is not normal. I apologize for the poor reception.

 

Even if your phone isn't working properly, we can offer you full troubleshooting support for this matter right here on the forums.

 

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.  

 

Regards,

RogersCorey

Re: Weak Signal Strength/Poor Voice Quality

I have had problems with my phone since August 19.  Today, I was 2 hours on the Rogers chat line because despite getting new SIM cards and upgrading my base station, I cannot call out or receive phone calls.  And my texts are iffy.  My ticket from Thursday, October 5 has not even been looked at and today I have absolutely no phone service.  And apparently nobody is even going to look at it until Tuesday.  Isn't no phone service considered urgent?  I can't believe the terrible customer experience.  I am telling everyone I know to stay away from Rogers.  When and if I ever get phone service up and running again, I am demanding a credit since August 19 for lack of service. I even had the specialist phone one of my numbers. I didn't even hear it ring at my place and on his end he got the message that the line was "occupied".  

Re: Weak Signal Strength/Poor Voice Quality

Good afternoon @LeaMar!

 

Are you still experiencing these issues today?

 

If so, please feel free to reach out to us as I instructed above for an update on your ticket.

 

Regards,

RogersCorey

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