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resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983 to Want2Know

Premium Member

to Want2Know

Re: No Show Techs. Share your Experience

A Rogers tech showed up today to do my Rogers Cable TV install, and my Teksavvy install.

He showed up 1 1/2 hrs before my install window, so I didn't have either my tv or my home network up & running. I told him that as well.

First thing he said to me while walking down the hall to me was: "You're switching to Rogers Internet next month, right?" I responded "No, why would I do that." He gave me a funny look and said "Oh. OK."

He took 30 seconds to do the run to my modem, then started the run to my TV and walked away, so I had to screw in the run to the modem. He checked signal on the cable box, and left while I was busy showing the mover which bedroom to put something in. If the installer had've come on time, I would've brought up the problem with the signal. He either didn't bother to check it, or saw it was bad, and didn't care because I was on Teksavvy and wasn't going to switch to Rogers.

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

Got a ticket started with TSI, which they can't put in til midnight due to Rogers rules.

Worse than a no-show tech: Half-assed completed installation. Takes even longer to get another roll, because I'm obviously online, but Rogers doesn't watch it to see my connection is up & down like a yoyo.

Want2Know
@videotron.ca

Want2Know

Anon

I can see how that would be similar.

Half-assed install then someone having to take another friggin day off work to be there.

That was another Bell specialty.

And again I have to say, with Videotron the untrained techs stayed with a trainer for quite a while. When I had a cable change I had a tech in learning so I had two pair of eyes on it. One kid doing the Job, trainer explaining it and going over it all. The detail was amazing.

I once had a kid here from Bell (in my previous house) who was first week on the job. He started crying in my living room when he said the signal is good and don't know why my phone and internet disconnect. I wiggled the alligator clips on his meter and the signals jumped all over and I said the meter you're using has a broken wire (lead). Then he cried saying Bell doesn't pay for his meter and it was his cost.

What could I say? Thanked him for coming and not checking the outside wires where the problem was.

Another wasted day for me.

Trust me Resa, in between the no-show techs I had my fair share of complete incompetence and half-assed jokers that Bell sent.

When I stated I had 7 no-shows, I didn't include the 5 times they did come and fix nothing because they either didn't know how, had broken equipment, or couldn't find the problem.

One Bell guy fell asleep in my entrance where the demarc was. He spent 3 hours with the same wire in his hand sleeping against the wall. In those 3 hrs he check the single wire pair at the demarc. heh I let em sleep and didn't bother him. Wasted day anyhow.

Imagine having to go through that with a wholesaler? No way. You couldn't pay me to go through that nightmare again with Bell, forget a reseller.

Makes me wonder how many people get screwed with no fix and just can't call their reseller anymore for fear of a 100$ ding each and every time. But I would imagine the 100$ ding would generate heated fights instead of someone letting a bell tech fall asleep in their house.
resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983

Premium Member

Its quite annoying, but at least I have proof of my drops..
Running my newly updated SB6120/SB6121 Modem logger.

heh
@videotron.ca

heh

Anon

I wonder why he would make such an odd statement to you?

ah well. then I guess you have 24-48 hrs to wait for Rogers to respond to that ticket?

I read videotron techs don't check signals on wholesale modems as well before they leave. Not sure how true that is, or if they stopped this practice. Makes me wonder if this is Rogers SOP as well? Anything with a 3rd party modem they don't touch?

Must be an extra charge

Want2Know
@videotron.ca

Want2Know to resa1983

Anon

to resa1983
said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

Got a ticket started ...

Worse than a no-show tech: Half-assed completed installation.

Any news on this. Been 3 days.

All fixed up now?
resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983

Premium Member

said by Want2Know :

said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

Got a ticket started ...

Worse than a no-show tech: Half-assed completed installation.

Any news on this. Been 3 days.

All fixed up now?

Checked splitter while on the phone with a TSI rep, and all connections seemed tight already. Moving it stopped the disconnections, so I let it sit for a few days to see if that was the prob. No dcs since, but the run from the splitter to the modem is short (3 feet or so), so if I move the modem even a bit, the splitter moves, and can cause the problem again.

Posted a message on direct forum today asking for them to complain to Rogers about shoddy workmanship, and that I'd like a tech roll to fix it. Got 3 potential times from TSI already, hoping for them to come back with my preferred day & time. I do love TSI.

Want2Know
@videotron.ca

Want2Know

Anon

2 tech visits to do an install. That's not bad.

Would be interesting to see an ISP post some stats on tech visits per install, no-show techs, and various other stats. If they keep any stats...

CuriousGorge
@videotron.ca

CuriousGorge to resa1983

Anon

to resa1983
said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

7 days later, did Rogers ever show up to fix it?

Maybe they are doing like the tech said, forcing you to go to rogers after a month
resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983

Premium Member

said by CuriousGorge :

said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

7 days later, did Rogers ever show up to fix it?

Maybe they are doing like the tech said, forcing you to go to rogers after a month

lol.
My connection was stable Tues-Thurs. Friday rolls around, and I get a call from TSI, telling me "Rogers says there's no problem, because your modem has been up for 3 days now." and that Rogers closed my ticket. The TSI rep explained what I had to do to get my ticket reopened (as my signal stats still weren't all within normal range). Told him I'd do it when I got home that night.

Got home that night, to my husband saying "The internet has been up & down all afternoon." I opened the logger immediately. After a few hours of running the logger (to provide proof), I reopened my ticket with TSI (provided alll the info again because Rogers was being stupid), and gave potential roll days.

Continued to run the log for my modem all weekend... My modem saw 1 channel's signal spiking badly, which made my modem lose channel bonding, which then caused the modem reboot. Every 30 minutes. Sometime yesterday afternoon, my connection stabilized for a few hours, so I updated my Direct Forum ticket with an updated logger file, and the note that I still need a rollout, despite the fact that I've been stable for 5 hrs, as it'll probably just start again.

I guess TSI forwarded my logger file to Rogers, as despite having a 'stable' connection, they've scheduled me a rollout for tomorrow.

This is what I saw for charting for my logger:
»dl.dropbox.com/u/9038867 ··· tats.png

The up & down lines are RF spikes and modem reboots. Its been a fun weekend.. Oh well. Looks like I'm taking part of tomorrow off to deal with the Rogers tech they roll.

Want2Know
@videotron.ca

Want2Know

Anon

You are kidding me. Rogers cancelled the tech visit because it was stable to them mainly because you did your best not to wiggle the wire which caused the disconnects? 3 days pass of unstable internet. This right so far?

Then TSI couldn't or wouldn't open/re-open another ticket for you unless you provided proof? Or they saw no reason to w/o proof as their hands may be tied. Not sure.

Then you had to provide proof by logging your connection stats.

Then tomorrow, the 8th day, Rogers is supposed to come by and fix it and you need to take more time off for them.

All this because the install, which *is* included in your costs, was not performed properly by Rogers (not to mention Rogers blew you off after 3 days).

Do you think there should be a mechanism for a charge-back?
resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983

Premium Member

said by Want2Know :

You are kidding me. Rogers cancelled the tech visit because it was stable to them mainly because you did your best not to wiggle the wire which caused the disconnects? 3 days pass of unstable internet. This right so far?

Then TSI couldn't or wouldn't open/re-open another ticket for you unless you provided proof? Or they saw no reason to w/o proof as their hands may be tied. Not sure.

Then you had to provide proof by logging your connection stats.

Then tomorrow, the 8th day, Rogers is supposed to come by and fix it and you need to take more time off for them.

All this because the install, which *is* included in your costs, was not performed properly by Rogers (not to mention Rogers blew you off after 3 days).

Do you think there should be a mechanism for a charge-back?

Its either TSI get all the updated info up front again, or Rogers comes back asking for the info again, and my tech roll would be delayed an additional 2 days for a Rogers response.

As for proof.. They ask for signal stats around the time of the problem... I had already been logging my stats when I noticed the problems, so providing that was just simpler. As well, provides proof for when Rogers would inevitably say "But your modem's fine right now... You've been up 6 hours." TSI could respond "But look at her modem & its stats from over the weekend, it was down every 30 minutes for a reboot. Something's seriously wrong. We need a roll."

Also, I don't *have* to take time off for the Rogers visit, as hubby works nights on weekends (and he'll be home with the kiddo), but I'd prefer to be there, to make sure things actually get fixed properly. I'm thinking theres something wrong with the run, instead of wrong with the splitter because of these massive signal spikes.

Not to mention I'd planned to just go into work late, but the boss just told me to take the entire day off as he had no work for me, and was getting depressed watching me surf websites all day.
cog_biz_user
i ruin threads apparently
join:2011-04-19

cog_biz_user to resa1983

Member

to resa1983
said by resa1983:

My cable modem signals are 10-12 dBmV which means I'm disconnecting like crazy. Right now, its every 20-30 minutes.

I've been in the 10-15dbmv range for months, it's not that.