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nhs ice

join:2006-08-16
Toronto, ON
reply to Matt08642

Re: [Extreme] Rogers Extreme (10Mbps) has been VERY slow the las

This is the same crap I have been having for the past 2 weeks. Sorry for my attitude but this bullshit is fa.c.king piss off. I am at Gerrard and Sumach st. The only time I can really obtain a speed of 50mpb/s is around 11 pm to 9 am. For the rest of the day, speed stays around 6-20 mpb/s. Around 6:30 pm to 10:30 pm speed will stay at 10-16 mpb/s.

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
Considering Rogers only spent $8 million in the first 9 months of 2011 for internet upgrades (compared to $14 million for the same period last year), I think its pretty clear Rogers doesn't give a damn about upgrading their network.

»www.rogers.com/cms/pdf/en/IR/Qua···ease.pdf

Page 15, "Upgrades and rebuild"

jeremym

join:2011-10-25
reply to QL0G1C
Their customer service is SO frustrating. I called a week ago telling them about the problem and when I call yesterday to ask to talk to the CAT team they need me to open a ticket first? I really don't want to have to go through the same 7 tests that fix nothing and waste 20 minutes of my time. This last guy told me to go to echat.rogers.com or something along those lines so I'll see if that helps at all.

Why can't they just let me talk to the CAT team when I ask?

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
Echat is usually useless. You're usually put on with people who follow scripts, and blame everything on your system, despite having perfect speeds during the day and crappy speeds at night. Or you're put on with the forum support team who are more social media people than ANY sort of help at all.

Call again requesting the CAT team.

jeremym

join:2011-10-25
Alright, I'll call back requesting the CAT team. I tried going on that site and the file I had to download wouldn't work on my Mac anyway.

jeremym

join:2011-10-25
OMG. This is the worst customer service ever. New guy comes on and I ask to speak to them and he says you need a ticket first and if your ticket isn't solved in 30 days that is when the CAT team comes in? He keeps saying all this stuff about how they also need to send a technician here before the CAT team can do anything.

Does anyone have the e-mail address or direct phone number to anyone in CAT?

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
said by jeremym:

OMG. This is the worst customer service ever. New guy comes on and I ask to speak to them and he says you need a ticket first and if your ticket isn't solved in 30 days that is when the CAT team comes in? He keeps saying all this stuff about how they also need to send a technician here before the CAT team can do anything.

Does anyone have the e-mail address or direct phone number to anyone in CAT?

Where abouts are you? Its possible theres already a ticket open for your area.

jeremym

join:2011-10-25
Ya, there probably is, I'm in Waterloo right by Laurier University. But, does there need to be a ticket right around my area? Or the region as a whole?


damir52
SFRJ
Premium
join:2003-05-24
My Teksavvy Cable was OK for the most of the day, Kitchener (close to Downtown), not i am getting shitty speeds as well.


--
www.urimage.net - Free Image Hosting

QL0G1C

join:2007-02-20
Concord, ON
Even better now 9pm Richmond Hill



doonsy

join:2002-03-15
reply to Matt08642
My speed test will complete a ping test, then the download test stays at zero for 10 seconds, spikes to 5Mbps and completes. Pretty crappy surfing tonight
--
Just Giver


ROGERMONOPLY

@rogers.com
reply to jeremym

Extreme Plus Waterloo 1 mbps or less night 5 wks Rogers Fault

Click for full size
Extreme Plus Waterloo near Parkside & Weber - Still at predictable 1 mbps down 1 up, as every night since 9/18/11.

10/3/11 Diane of CAT team finally first admits it's a Rogers network issue.

I think the important thing is to keep an open ticket for yourself until your speeds are fixed. Even if they close it. Took me 7.

I know it's frustrating, but it's really the only way Rogers tracks, or fixes, congestion issues like this.

Ellen Roseman of the Toronto Star can help some. (consumer advocate, writer, etc, who is the only media person to do anything on this issue)

eroseman@thestar.ca

Ask her to have her contacts in the Rogers Office of the President contact you because you can't get through to the CAT team or anyone knowledgeable on the issue after several calls.

She will do it. That's the only way I got in touch with them. It's not much help, but at least they call you to check. So you don't have to keep calling them, and re explaining.

I tried to do that for 2 weeks on my own with no response. Emailed Ellen, Office of President called later that day, and have been calling since.

Should we organize at their office building if this isnt fixed soon, maybe try to get some cameras down there?

jeremym

join:2011-10-25

Re: Extreme Plus Waterloo 1 mbps or less night 5 wks Rogers Faul

Thanks, I just e-mailed her. Hopefully I'll get a response soon!

I'd be down for a meeting at their office but sadly with school I barely have the time to call Rogers let alone go to their headquarters.

Again, thanks for her email address.

netglow

join:2011-10-15
Waterloo, ON
reply to netglow

Re: [Extreme] Rogers Extreme (10Mbps) has been VERY slow the las

Posting to confirm my issues have been back and are still not solved. I don't know what to do besides wait at this point, though. Rogers support has explained they are working on the issue and that it is indeed their issue, but there is nothing I can do.


ROGERMONOPLY

@rogers.com
Being a congestion issue, it will appear fixed at any time there aren't that many users on your node maxing out the bandwidth. At least that proves that your lines, modem, equipment, etc, are all capable of receiving advertised speeds and beyond, and it's definitely Rogers Congested and oversold nodes still causing problems.

jeremym

join:2011-10-25
6:30 pm and my upload is still at 21! That hasn't happened for quite a long time (if ever). Although, I'm still supposed to be getting 32 I'll see how long this lasts.


Jhero
Premium
join:2003-10-10
Ottawa, ON
reply to Matt08642
10:30PM and wow, I'm actually reaching my 32mbit cap!

The only thing I've done today out of the ordinary is replaced my defective HD PVR box and called in to reactivate it…

Could that have somehow flipped a 'magical' switch?


Mojorific

@rim.net
reply to Matt08642
I called Rogers 2 nights ago because I was noticing I was getting 5Mbit speeds when I usually get upwards of 20+ on my 25Mbit service.

The tech took my information, and then we performed a test with my laptop directly connected to the router (the SMC unit). Same bad performance, and it is happening every evening. In the morning I can get the 20+ that is advertised.

If this continues long i'm going to ask for a refund for the different in the service. I shouldn't have to pay full price for a service that doesn't provide more than 1/5th of the full speed.

I've also sent details to the CRTC about this issue - they need to know that Rogers is overcharging customers for service they are not getting.

Call and complain! Get enough people calling and maybe they will wake up to see that they need to get their act together.

This is in the Cambridge/Kitchener/Waterloo region by the way.

netglow

join:2011-10-15
Waterloo, ON
At this point Roger's is paying for their greedy mistakes and the issue will eventually be resolved, but they've dug themselves into a very deep hole. I'm sure they understand the issue, but yes, we must act as catalyst in getting the issue resolved. Continue calling in and complaining. A good and very reasonable idea is to ask that your bill be drastically reduced. Threatening to drop their services or switch to another provider does not worry them, but if you are not receiving the service you are paying for, asking for a (much) lower bill is totally reasonable.

nhs ice

join:2006-08-16
Toronto, ON

1 edit
reply to Matt08642
 
 
This is my result @ 4:58 pm and this is very same as the rest of the week for the last 2 weeks. It will drive down to as much as 5 mpb/s around 6:30 pm until midnight. I will do another test around 3:00 am and I am sure the speed will be as 50mpb/s.

UWSauve

join:2011-09-20
Waterloo, ON
reply to Matt08642
8 weeks now since I called, and I think mine might finally be fixed. Two nights now and I get 50-70mb every speed test. Hopefully it's not a fluke...



If you have been experiencing this problem for as long as I have, my saving grace I believe was the reporter from The Star, Ellen. Her e-mail is listed earlier in this thread. I contacted her after submitting a complaint to the Office of the President (you can do this online). She said she took my name and gave it to her contacts at Rogers. They called me the next day and offered me 2 months free and my services have been working properly ever since. Could be a coincidence, but after 7-8 weeks of calling and getting nowhere, I'm thinking it had something to do with her.


ROGERMONOPLY

@rogers.com
reply to netglow
Looks like yours is fixed UW, I think mine might be. Will have to see what later this evening looks like.

I agree that everyone should push for the maximum credit possible pointing out that the evening hours (only time most people use their internet) you received 5 % of less of your service.

We should still all file complaints with the CRTC, CCTS, BBB, and anyone else that will listen. Every agency or group claims technically they don't handle speed issues. If we all keep calling maybe sheer numbers and similarity of stories alone will finally prevent this garbage again.

Yes I believe Elen Roseman was the only person out of everyone I contacted at Rogers, and in the media, that made any effort to help fix this issue. With out her I'd probably be on my 220th call re explaining the issue, as it goes at Rogers Tech support.

ROGERS NEEDS TO BE REQUIRED TO UPGRADE ITS NETWORK BEFORE IT GOES ADDING MORE SUBSCRIBERS, SPECIAL PROMOTIONS, IN ALREADY CONGESTED AREAS! 4 TO 8 WEEKS WITH THE PROFITS ROGERS MAKES, UNACCEPTABLE!


claydavis

@rogers.com
reply to UWSauve



Looks like i'm fixed, too.


ROGERMONOPLY

@rogers.com
Extreme Plus Waterloo, ON - Well it seems mine is fixed too, for the moment. It is still Rogers. I do still drop down to 50% of advertised at peak times some, but definitely workable, compared to 1 mbps.

That was 2 months of 1 mbps 5 pm to 3 am every night. It took Rogers 2 months to upgrade my oversold node, something they should have done BEFORE they maxed it out.

I 'm going to keep writing anyone that will listen, keep filing complaints. We consumers need protection from Rogers. We need an agency that has teeth, that can make Rogers deliver the speeds it advertises!

Thank you again Ellen Roseman of the Toronto Star. Nothing would have happened, even in 2 months with out her.

eroseman@thestar.ca

funny thing is, my last 3 emails sent to her over Rogers network were returned as failed. I emailed her from US computer, and it went right thru, she responded again. Weird.


damir52
SFRJ
Premium
join:2003-05-24
Post headers, that way you can see what the problem was actually.
--
www.urimage.net - Free Image Hosting

jeremym

join:2011-10-25
Mine is definitely working better. Last few days I was getting around 15 up where I should be getting 32. Today I'm near 10 up at the moment. It could definitely be improved - but it's a nice start.

netglow

join:2011-10-15
Waterloo, ON
reply to ROGERMONOPLY
I had some disconnects and saw some better speeds in my speedtests, but here I am, again... I am certainly not yet fixed!

nhs ice

join:2006-08-16
Toronto, ON
reply to Matt08642
Can anyone guide me how and what should I write to Ellen Roseman about this crap speed I am having for the last few weeks?

mywax

join:2011-07-23
reply to ROGERMONOPLY
Things were looking better over the weekend but from speed tests tonight looks like back to normal slow downs now that everyone back on.



UWSauve

join:2011-09-20
Waterloo, ON
Yeah, I was getting very high speeds for a few days for once.. but they seem to have slowed down. Still a bit better than the 1mb I was getting every night, but nowhere near where they should be. Back down to 3-10mb now.

A step in the right direction, we'll see how it goes this week I guess..