jblackrupert
join:2008-03-20
Vancouver, BC
 ·Rogers Portable In..
|  Rogers portable in Vancouver
Does anyone know who I can speak to at Rogers
to force something to be done about my connection
that has been getting worse by the week
and is now virtually unusable since 4pm last night.
I'm getting nowhere with tech support who
refuses to admit there is a problem with their
towers and refuses to send trouble tickets
to get anyone to investigate the problem.
I have a clear line of site view of towers
at Main/Broadway and another just s/e of that
no more then 2.5KM away if that.
outages have gone from an hour or two per week
to 1.5-2 day stretchs at a time.
I can literaly go an make a coffee while I wait
for Yahoo and google to load. my VOIP is completely
unusable so bad that my phone doesn't even ring
because of 75-100% packet loss/
Trillian can't keep a connection long enough
to even check my email. Craiglist which is entirely text takes over 30 seconds to load.
=====================================================
Microsoft Windows XP [Version 5.1.2600]
C:\Documents and Settings\ tracert www.microsoft.com
Tracing route to lb1.www.ms.akadns.net [207.46.193.254]
over a maximum of 30 hops:
1 3903 ms 3992 ms 3862 ms 74.210.12.1
2 3565 ms 3470 ms 3572 ms gi-0-1-0.gw02.bcvan.phub.net.cable.rogers.com [2
4.153.4.33]
3 * 3804 ms 3796 ms so-5-0-2.gw02.ym.phub.net.cable.rogers.com [24.1
53.4.82]
4 4057 ms 3760 ms 3920 ms so-2-1-0.gw02.mtnk.phub.net.cable.rogers.com [66
.185.80.134]
5 3854 ms 3891 ms 4065 ms pos-1-0.igw01.ny8th.phub.net.cable.rogers.com [6
6.185.81.13]
6 * |
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juggie
join:2007-04-25
Nepean, ON | How many of the led's are lit up on the portable modem? |
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jblackrupert
join:2008-03-20
Vancouver, BC
·Rogers Portable In..
| My modem has never gone below 4 lights
I can see the building that has the rogers antenna
on it with my bare eyes outside my window
I'm on the top floor of a building with a large
window facing directly level with that building
at Broadway/Main. Absolutely nothing blocking
my view.
I also have a direct line of site to a second antenna
east that one. No buildings, no electrical towers
no large billboards...etc
I've been using Rogers portable for just over a year
now and everything was fine up until 6 months ago
but over the last 6 months service outages have
been getting longer and longer. From 1-2 hours a week
to 1-2.5 days at a time.
Not always completely off, no IP...etc
but just sloooooooooow speeds. I'm talking 1KB/s-30Kb
downloads. 75-100% packet loss.
- Playing online games = impossible
- Sreaming 128bit MP3s from Winamp shoutcast = impossible
- Trillian can barely reach Yahoo to check if I have email.
- VOIP is rarely usable. So bad at times it X-lite
won't even ring because the packets can't reach me.
- Craiglist takes over 30 seconds to load (Text only)
The problem is Rogers tech support REFUSES to acknowledge
there is a reacurring problem with their bases
getting them to send a trouble ticket to whomever
it is who investigates problems with their network
requires me having to raise my voice and demand
to speak with a supervisor.
The problem is the people answering the phones
are not doing their jobs and contacting the technicians
who are supposed to fix the problems so the outages
end up going undetected for days at a time now.
Same problem I had with Fido years ago
a blackout in Vancouver knocked out the computers
that handled incoming calls in my area. Despite
alll the complaints nobody would get off their butt
and make a simple call to get someone to fix it. |
|
jblackrupert
join:2008-03-20
Vancouver, BC
·Rogers Portable In..
| Connection is back and speeds as they should be.
Buuuuuut.....
Would still be nice to know WHO at Rogers Portable
I should ask to speak to directly to get the problems
dealt with without having to listen to Tech support drones
blame everything on me.
Rogers, if your reading this....
If there is an outage, instead of blaming the customer
and denying there is a problem it would be a whole lot
easier just to say.. "Yes there is a problem in your area, we are looking into it" |
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MoreFaxes
join:2002-09-27
United
| reply to jblackrupert
said by jblackrupert  :Does anyone know who I can speak to at Rogers to force something to be done Last time I checked, Canada is a free country. We cannot "force" anyone to do anything. It is a crime to force someone to do things. So the short answer to your barbaric demand is NO. |
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anon2342134
@rogers.com
| reply to jblackrupert
what speed were you subscribed to? what speed were you getting during the outage/slowdown period? and did you have the rep document the account. Sorry rogers isn't going to send out a tech until other avenues of possiblities are saught out. Your one or two days with undesirable service possibly gets you a credit for those days you reported it.
Rogers also has a land line that will out perform your voip. and possibly dsl that will out perform your portable internet. every ISP has outages.
To answer your question. You should talk to portable internet tech support, and be very nice, and have them document the account on each call. This will show them 1. they dont have to trouble shoot with you if they already did it. 2. that you have a regular problem in your location.
If you can see the tower, and rogers says the tower is broadcasting at full strength, might the problem lie with the modem or the signal between you and your modem.(interference from a localizer an airport sometimes uses near you for example) So sending a tech up that tower like you demand would be a waste of time and money.
I have heard others say on this forum that the modems do not work well if left on for long periods. even turning them off once a day gives good results. Voip tells me you have it on all the time. maybe explore this with tech next time this happens for solutions, firmware upgrade. Search this forum for a discussion like this. |
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jblackrupert
join:2008-03-20
Vancouver, BC
·Rogers Portable In..
| Voip works fine with even 30KB/s of bandwidth available
you just have setup your audio codecs correctly
I have a download limit of 175kbps DOWN 35kbps UP and can have perfectly clear conversations while downloading
with BitTorrent at 145-150kbps.
In fact voip inluding, Skype, Yahoo, Camfrog will
work with Dialup.
Streaming from Shoutcast will manage just fine with 10kbps
Tech support was not sending out trouble tickets
when I reported problems which was confirmed
by someone I spoke to later today. he also told me
chances are there is a problem going on because
when he did a little digging it turns out I was not
the only one complaining and none of those complaints
resulted in a report being sent to rogers technicians.
There are 2 other people in my building with Portable
and they connection goes off or slows down at EXACTLY
the same as mine.
What needs to be happening is rogers phone support
is supposed to be doing their jobs and sending out
trouble tickets...
Rogers, shaw, telus, Fido. All the same
blame the customer and never admit to there being
a problem on their end. |
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gurn
@rogers.com | reply to jblackrupert
you fail at patience |
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