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Hooter

join:2009-08-17
Scarborough, ON

1 recommendation

reply to yyzlhr

Re: [Express] Rogers express 80gb cap?

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.