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joe123637
Anon
2015-Aug-23 8:34 pm
Rogers Smart Home - down across Ontario?Our Rogers SMARTHOME went down today. The system could not communicated via cellular or internet therefore would have possibly been useless in the event it went off.
We could not control door locks or remotely arm/disarm the system. Calling into Rogers, we ended up waiting on hold for over 2 hours.
We finally got through, apparently the network went down earlier today which left some customers not having a fully functioning alarm until they reboot their touch screens which are essentially the brains of the system. We were told the alarm would have forced itself to find a cell signal if the alarm went off, which makes no sense if it could not find a signal on its own to begin with.
Not impressed at all!!! |
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 SimplePandaBSD
Premium Member
join:2003-09-22
Montréal, QC |
... and this is why the idea of Rogers providing my alarm service is a non-starter. |
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to joe123637
Why anybody would put the safety and security of their family and home in the hands of Rogers is beyond my understanding. With Rogers proven track record of incompetence I'd surprised if your house insurance would even cover you if an incident occurred when Rogers was supposedly watching the farm. And as Section 27 of Rogers TOS clearly points out 'To the maximum extent permitted by applicable law: - the Rogers Parties do not guarantee or warrant the performance, availability, coverage, uninterrupted use, security, pricing or operation of the Services, the Equipment or any products, content, applications, services, facilities, connections or networks used or provided by us or third parties (collectively, the “Offering”); - you bear the entire risk as to the use, availability, reliability, timeliness, quality, security and performance of the Offering; and - the Rogers Parties do not make any express or implied representations, warranties or conditions, including warranties of title or non-infringement, or implied warranties of merchantable quality or fitness for a particular purpose, with regard to the Offering.' So much for being safe using Rogers Home Monitoring........  |
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Sounds like that was thoroughly lawyered, but how would that hold up in front of a judge if it made it that far? You know the judges up here can smell bullshit a mile away. The one thing I love are the commercials. Storm rolls in across Southern Ontario. Oh I'll check my phone. Doors unlocked, I'll lock it? Is it really locked? Woah that storm is powerful, now we have a power failure. Oh I'll still smile and walk through the airport terminal with a false sense of security.
Being on hold for 2 hours is f------ ridiculous. I would start filing complaints. The average should be 15-30 minutes. 2 hours? What the f--- were these people doing? When I had problems with my voip service I was on hold for no longer than 12 minutes. Cable and Internet, might be slightly longer. But average should be 15-30 minutes. |
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1st off I can guarantee you any alarm monitoring company would have language similar to that quoted above, as would any home automation service (locking downs, turning off lights, etc.).
Why? Because any police service across the country receives anywhere from dozens to hundreds of false alarm calls every single day so in the unlikely event something actually happened, a home alarm going off is their LOWEST PRIORITY call for service. Response time is THIRTY MINUTES or greater for the Ottawa Police Service, even if they have made contact with the monitoring service who cannot make contact with you. So all an alarm system provides is a false sense of security because in the unlikely event that your home was actually broken in to, not only would the suspects be long gone by the time the police arrived, but generally any video footage from the home alarm system will catch a blurry picture of them and end up never solving the case.
As for being on hold for 2 hours, that is ridiculous, but in the case of a whole system going down across the entire province of Ontario, not unexpected as you would have every one and their uncle calling in wondering wtf is going on. 5-20 mins is normal, with 5 mins being most companies goal I would imagine on average. The staffing on duty at any given time is done to reflect that average for normal call volumes. When thousands of people suddenly start calling in, there's nothing they can do other than take the calls one by one like always. |
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your moderator at work
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to joe123637
Re: Rogers Smart Home - down across Ontario?Hi Joe,
We are very sorry for the inconvenience this has caused. When the broadband connection goes down, using the app to use the remote services will not work. The Touchpad will always maintain the cellular connection and if the alarm went off it will still send a msg to the CMS. Please PM us if you will like us to take a closer look into this for you.
Thanks
@RogersShaan |
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 HiVolt
Premium Member
join:2000-12-28
Toronto, ON |
HiVolt
Premium Member
2015-Aug-24 11:19 am
said by RogersHelps:Hi Joe,
We are very sorry for the inconvenience this has caused. When the broadband connection goes down, using the app to use the remote services will not work. The Touchpad will always maintain the cellular connection and if the alarm went off it will still send a msg to the CMS. Please PM us if you will like us to take a closer look into this for you.
Thanks
@RogersShaan Shouldn't the system fall back to cellular communication if the broadband internet is down for remote services? after all, Rogers operates a DATA enabled cellular service. And it's not like turning things on/off or locking/unlocking doors uses a lot of data. If it doesn't do this, its poorly designed. |
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The system lost everything around the same time. Our internet at home is through a different company and was functioning fine. From what the tech said Rogers performed maintenance that knocked some panels offline. Judging by the hour plus wait time I'm assuming it was more than a few. The panel lost both Internet and gsm communications and was unable to communicate whatsoever until we rebooted with the technician we finally got through to at almost 9pm. Ive pm'd Rogers Helps. With the reliability of our SMARTHOME service in serious question we are considering cancelling the service and going back to a tested, true and reliable regular alarm system. Ps none of our activity throughout the day was reflected by the SMARTHOME service as the panel was not communicating. This screenshot shows what our app displays on our phone which is not reassuring considering the door open/closed and alarm arm/disarmed were not being acknowledged by Rogers aka showed on our account. |
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HiVolt
Premium Member
join:2000-12-28
Toronto, ON |
HiVolt
Premium Member
2015-Aug-24 1:59 pm
Oh, I didn't realize the thing lost cell connection as well. |
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Unfortunately it lost both. Even with just cell signal you can't control your doors etc. remotely - you need Internet connectivity for that to function. Our system went down at 3:27am, glad we did not have an actual emergency that we would have relied on our alarm system to respond to. |
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HiVolt
Premium Member
join:2000-12-28
Toronto, ON |
HiVolt
Premium Member
2015-Aug-24 2:08 pm
said by BoxerJoe:Unfortunately it lost both. Even with just cell signal you can't control your doors etc. remotely - you need Internet connectivity for that to function. Our system went down at 3:27am, glad we did not have an actual emergency that we would have relied on our alarm system to respond to. Yeah, IMO that's a poor design if you can't control the functions with the cell backup. I mean geez, even basic GSM/EDGE data is enough for simple operation like that, it doesn't have to be 3G/LTE lol... For remote camera viewing, that's a different story. Poor design of the system by Rogers, or whoever OEM they are using for this system. |
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your moderator at work
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 chip89
Premium Member
join:2012-07-05
Columbia Station, OH |
to joe123637
Re: Rogers Smart Home - down across Ontario?Go get ADT plus unlike a system from a cable company it will work! (With cellgaurd) » www.adt.com/pulse |
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yyzlhr
join:2012-09-03
Scarborough, ON |
yyzlhr
Member
2015-Aug-24 6:14 pm
ADT uses the same vendor as Rogers (albeit a different product) for their Pulse product. I don't see why it would be any more or less reliable. |
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| yyzlhr |
to Acrimonius
said by Acrimonius:Why anybody would put the safety and security of their family and home in the hands of Rogers is beyond my understanding. With Rogers proven track record of incompetence I'd surprised if your house insurance would even cover you if an incident occurred when Rogers was supposedly watching the farm.
And as Section 27 of Rogers TOS clearly points out 'To the maximum
extent permitted by applicable law:
- the Rogers Parties do not guarantee or warrant the
performance, availability, coverage, uninterrupted
use, security, pricing or operation of the Services, the
Equipment or any products, content, applications, services,
facilities, connections or networks used or provided by us
or third parties (collectively, the “Offering”);
- you bear the entire risk as to the use, availability, reliability,
timeliness, quality, security and performance of the Offering;
and
- the Rogers Parties do not make any express or implied
representations, warranties or conditions, including
warranties of title or non-infringement, or implied
warranties of merchantable quality or fitness for a
particular purpose, with regard to the Offering.'
So much for being safe using Rogers Home Monitoring........ Every monitoring company has the exact same language in their contracts. Also no insurance company would deny coverage just because your security system failed. |
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said by yyzlhr:Also no insurance company would deny coverage just because your security system failed. Sounds like you have more faith in Insurance Companies honoring policies than the rest of the Free World.........I'll bet there's a million or so disaster victims out there that would state otherwise. said by ADT :ADT Guarantees And Discounts
-Theft Protection Guarantee covers insurance deductible (up to $500) in the event of burglary if your system is armed.
-With ADT Money Back Service Guarantee, ADT will refund the system installation price and monitoring fees if you are not satisfied within 6 months of installation.*
-Mover's Security Guarantee entitles you to a FREE security system for your new home.+
-Homeowner's insurance certificate may save you up to 20% off your homeowner's insurance. Sure doesn't sound ANYTHING like Rogers TOS terms to me.......... |
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yyzlhr
join:2012-09-03
Scarborough, ON |
yyzlhr
Member
2015-Aug-24 7:57 pm
Disaster and a burglary are two different things. Disaster victims who are denied coverage are usually those who don't understand their policy properly. As long as you didn't misrepresent the fact that you have an alarm system, you would be covered for a burglary even if the system failed. You would still be covered even if you had a system and simply forgot to arm the system.
I also used to have ADT and their contract language is pretty much the same as Rogers. Their deductible guarantee is something totally different as they will pay the deductible up to $500 even if the system is working. If the system fails with ADT and your house burns down and can't notify the fire department and someone dies you still get nothing. |
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