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JAC70

join:2008-10-20
canada
reply to InvalidError

Re: [Express] Rogers express 80gb cap?

said by InvalidError:

Which protocols would those be?

My limited understand is that most network boffins hate that NAT breaks the end-to-end model, but administrators don't want to renumber IPs if they change ISPs, and they don't want to have to learn new security methods. Then there's the problem that hardware manufacturers will just go ahead and build NAT66 devices anyway. I'll refer you to the IETF for questions.


elitefx

join:2011-02-14
London, ON
kudos:2

1 edit

1 recommendation

reply to yyzlhr

said by yyzlhr :

The reason why Rogers is moving away from standalone modems is so that they are able to better support customers who don't know how to configure and troubleshoot these devices.

I hear what you're saying my friend BUT for Rogers to offer a Gateway for one and only one segment of their customers is, not only bad for business, but it is basically saying to hell with the rest of us.
For Rogers to provide/activate a standalone D3 modem, 3rd party or not, would be saying "Hey, We appreciate your business and we'll do what it takes to keep it"
Now, is there anyone on Planet Earth that could imagine Rogers actually showing respect and appreciation to their customers without trying to swindle another few bucks out of us?????
Can you imagine what would happen if Ford or GM only sold one model of car??

Hooter

join:2009-08-17
Scarborough, ON

1 recommendation

reply to yyzlhr

said by yyzlhr :

I don't think you read my entire post. The reason why Rogers is moving away from standalone modems is so that they are able to better support customers who don't know how to configure and troubleshoot these devices. The vast majority of customers are NOT on these forums and are NOT tech savvy and they really appreciate the option of having Rogers remotely access the device and configured for them.

I beg to differ with your comment. I still have a stand alone D2 modem and I have never needed to have Rogers remotely access it and configure it for me. Adding a router was no problem whatsoever. On the other hand, when a customer "downgrades" to one of the D3 gateways, and then discovers that the wireless component is a piece of crap, they are left holding the bag. The customer who is not tech savvy as you suggest then has to somehow try and figure out what to do next. They may have no clue as to how to have the Rogers unit placed in bridge mode so that they can then add their own router which they were told by Rogers (falsely) they would not need. It would be much better to have a stand alone D3 modem (which Rogers could certainly provide support for) and then add your own choice of router.


yyzlhr

@rogers.com

It's easy for us to say that as people who are comfortable with technology. But as a former Rogers employee and a former employee of other tech companies, you would be surprised at how technologically inept most people are. Surprisingly, plugging in a router is a daunting task for most people.


Hooter

join:2009-08-17
Scarborough, ON

1 recommendation

said by yyzlhr :

It's easy for us to say that as people who are comfortable with technology. But as a former Rogers employee and a former employee of other tech companies, you would be surprised at how technologically inept most people are. Surprisingly, plugging in a router is a daunting task for most people.

I do agree that when it comes to technology, that many people are totally inept. However, in my opinion it is easier to hook up a router to a stand alone modem than it is to figure out what to do with a Rogers gateway when they discover that the wireless range is extremely poor and their connection keeps on dropping.

My son had this problem with the first gateway Rogers gave him. He had no clue what to do so he phoned Rogers. They told him to reboot the modem by unplugging it for 30 seconds and then plug it back in. It worked for a bit but the problem returned. Next phone call, they tell him to take it in and exchange for a new modem. Same problem because the gateway is a piece of junk! And as you say, if people are that technologically inept, when you tell them to put the modem into "bridge mode", it is like you are speaking a foreign language to them!

Bottom line - for anyone running a home network, a stand alone D3 modem with your own router is likely a much less daunting task than solving the problems of the Rogers gateways when the wireless component does not work properly.


elitefx

join:2011-02-14
London, ON
kudos:2

said by Hooter:

Bottom line - for anyone running a home network, a stand alone D3 modem with your own router is likely a much less daunting task than solving the problems of the Rogers gateways when the wireless component does not work properly.

The thing that just blows my mind is that I could walk into a Rogers store tomorrow morning and say to a Rogers CSR "Here's $5,000.00, give me your best stand alone D3 modem so I get what I'm paying for on Express" and the guy would look at me and say "Sorry sir, all we have are SMC Gateways".
I can't even fix this D3 modem issue with a pile of money. Now, how ridiculous is that??? I will not spend one red cent on SMC or ANY Gateway garbage.


elitefx

join:2011-02-14
London, ON
kudos:2

3 edits
reply to JAC70

said by JAC70:

So why not get a Docsis 3 modem and be done with it?

So I walk into Rogers here in London. I say " I need a docsis 3 modem". The girl puts a Cisco gateway on the counter. So far, so good. I say " How much? She says "$149.95" "Okay" I said "I'll take it"
She says "I need your account info". I said "So you'll sell me the Cisco Gateway for $149.95" "Oh no" she said "You can only buy an SMC, the Cisco gateways are $7.00 a month rental fee" "I don't rent, I buy" I said. "Sorry sir, we can't sell you a Cisco gateway" I walked out of the store empty handed.

Bottom line: Rogers rents the good stuff and sells the garbage. Me, you, Rogers and the whole world knows SMC Gateways don't work, they're flawed and aren't worth 10 cents.

So here I sit with my trusty Cisco D2 modem on "Express" 10mbps down/60GB bandwidth.

There's no way out. Rogers says D3 modems are mandatory and then turns around and flat out refuses to sell me one. Only a complete noob would buy SMC trash or pay $7.91 with tax/month into perpetuity for a Cisco D3 Gateway valued at $149.95


yyzlhr

@rogers.com

You can buy a Cisco one, but it comes out of the rental pool. Rogers does not have any retail packaged Cisco D3 gateway. The rep could have sold it to you, but she would have to charge it to your Rogers account as opposed to collecting the payment in store. She probably just didn't know how to do it, like most reps.



elitefx

join:2011-02-14
London, ON
kudos:2

said by yyzlhr :

You can buy a Cisco one, but it comes out of the rental pool. She probably just didn't know how to do it, like most reps.

Not even worth wasting my time replying to this tidbit of info.

VHS

join:2008-11-17
kudos:1
reply to VHS

You can always try calling customer retention as they will give free modem rental as part of their discount


JAC70

join:2008-10-20
canada
reply to elitefx

Have you tried calling Rogers, telling you want to buy a Cisco, and have them arrange for you to pick one up at retail?



gwilki

@rogers.com

I can only speak for the store closest to me in Ottawa. I went in today after being told on the phone that I could only have the service that I am paying for if I am willing to pay to rent a gateway. I gave up with Chat and went into the store. I wanted to buy a modem, not a gateway,that would give me what I am paying for. I was told that, not only could I not buy a simple modem, but I could not rent one, either. I could either buy or rent a gateway. It was the gateway or nothing. I chose nothing.



elitefx

join:2011-02-14
London, ON
kudos:2

1 edit

said by gwilki :

I chose nothing.

I hear ya Brother. I'll bet there's thousands of us that are at our wit's end with Rogers. They treat us like cattle. No wonder Rogers cable/internet customers are leaving in droves. Rogers profits are down, they're headhunting new execs to try and save the business. Rogers name is mud no matter where you look. Like a guy said in another thread, 30 years ago we were proud to have Rogers and look where things are now. Sad really, all it would take is a little flexibility on Rogers part and a little genuine customer service.....Oh well, just like RIM, the tables are finally tipping at Rogers.


yyzlhr

@rogers.com
reply to gwilki

said by gwilki :

I can only speak for the store closest to me in Ottawa. I went in today after being told on the phone that I could only have the service that I am paying for if I am willing to pay to rent a gateway. I gave up with Chat and went into the store. I wanted to buy a modem, not a gateway,that would give me what I am paying for. I was told that, not only could I not buy a simple modem, but I could not rent one, either. I could either buy or rent a gateway. It was the gateway or nothing. I chose nothing.

Um yes, this has been discussed to death in these forums. Rogers does not sell or rent a standalone docsis 3.0 modem no matter how nicely you ask or how loud you scream.


elitefx

join:2011-02-14
London, ON
kudos:2

2 edits

said by yyzlhr :

Um yes, this has been discussed to death in these forums.

Ummm yes, and you've missed the man's point by a coooountry mile. No business has EVER survived in Canada by failing to provide customers with the services they require. None. Not one. You either do it the customer's way or you won't be doing it at all.
Take RIM for example. Behind the 8 ball when it came to flexibility, changing with the times and giving the customers what they wanted in a timely manner. RIM shares down from what $140 a year ago to $9 today.
Without a massive overhaul of their business model Rogers is finished. 2.95 billion in revenue so far in 2012 and only $305 million in profit???? Tells the whole story right there. They're in way over their heads and they need to do anything to crawl out of the hole they've dug themselves into. And it's the customers that will decide if Rogers can survive. Cutting 300 jobs here and 400 jobs there isn't going to get it done. Rogers needs to bend over backwards to keep existing customers and attract new ones. If customers want a standalone D3 modem then Rogers needs to make damn sure they get one and so on....
Rogers days of dictating what the consumer will and won't do are drawing to a close. All Rogers will be is a TV network, magazine and ballpark owner. It's cable/internet service will be toast. No company is ever too big to fail. Look at Canada's Nortel (who you say) once the biggest telephone producer in the world with a 100 thousand employees and non existant today. Those that fail to learn from mistakes of the past are doomed to repeat them.
Change with the times or get left behind. It's a fact of life in business.


yyzlhr

@rogers.com

I think you've missed my point. My point is that it is well known that Rogers does not provide a standalone D3 modem, it's not necessary to endlessly post about how Rogers refuses to offer their customers a standalone D3 modem, it's not like Rogers is listening anyways.

I agree that Rogers is being steered in the completely wrong direction, but this D3 fiasco is not why they're failing. Although I don't support Rogers decision to offer a gateway only option, I can tell you from experience that the vast majority of customers are actually very content with the gateways that Rogers provides and if there are any good changes in the way Rogers does things in order to turn their financials around, offering a standalone D3 modem will not be one of them. It's just unnecessary from a cost and labour for Rogers to source a company to provide it and distribute it when the existing gateway can be put into bridge mode to accomodate customers who want to use their own routers.



elitefx

join:2011-02-14
London, ON
kudos:2

said by yyzlhr :

I agree that Rogers is being steered in the completely wrong direction, but this D3 fiasco is not why they're failing.

You're right, this modem thing has been overly discussed which indicates it is not a trivial matter to many Rogers customers.
Simply instructing CSRs to provision 3rd party Docsis 3 modems is hardly an expensive proposition in anyone's books. Failing to address this situation IS an expensive blunder on Rogers part.
Rogers should be reading these forums to further understand the wants and needs of their customer base.

gwilki

join:2012-06-29
Kanata, ON

I should have been more clear in my first post. Not only could I not buy a simple D3 modem, I could not buy the Cisco enhanced gateway, either. It was mentioned here that Rogers could take one of these from the rental pool and sell it. The local store would/could not do that. I told them that I accepted that it would be a re-furb. Still no dice.

In a longer chat session yesterday, I was offered a $72 credit if I would pay $100 taxes in to rent the gateway. I passed.


grand total

join:2005-10-26
Mississauga
kudos:2
Reviews:
·Anveo
·VMedia
reply to elitefx

said by elitefx:

said by JAC70:

So why not get a Docsis 3 modem and be done with it?

So I walk into Rogers here in London. I say " I need a docsis 3 modem". The girl puts a Cisco gateway on the counter. So far, so good. I say " How much? She says "$149.95" "Okay" I said "I'll take it"

Since you live in London buy yourself a DPC3825 from Microcad on McGregor Ave for $133.07.
--
DPC3825 - WRT610N - SPA2102 - Asterisk 1.8.11.0 with Asterisk GUI on Virtual Server. Experimenting with freeSWITCH
VoIP.MS - Voxbeam - Localphone - Numbergroup - Callcentric - UKDDI


elitefx

join:2011-02-14
London, ON
kudos:2

1 edit

said by grand total:

Since you live in London buy yourself a DPC3825 from Microcad on McGregor Ave for $133.07.

You're a good man! I'll check it out Thanks....
Just found this. May be an uphill battle.. »[Extreme] Rogers won't activate non-Rogers DPC3825 ...

grand total

join:2005-10-26
Mississauga
kudos:2
Reviews:
·Anveo
·VMedia

Before I bought from Microcad I opened a chat with a Rogers technician asking him if they would activate a 3rd party DPC3825. He confirmed that they would. I kept a copy of the chat just in case but it wasn't necessary to produce it. It did take a while to activate it (in the Rogers store) but in the end they got it done. I'm very happy with the DPC3825, I use it in Bridged Mode.
--
DPC3825 - WRT610N - SPA2102 - Asterisk 1.8.11.0 with Asterisk GUI on Virtual Server. Experimenting with freeSWITCH
VoIP.MS - Voxbeam - Localphone - Numbergroup - Callcentric - UKDDI