Computers & Electronics

Rogers complaint - advice needed

  • Last Updated:
  • Feb 19th, 2018 12:38 pm
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes

Rogers complaint - advice needed

Hey guys,

So I'm one of the people that jumped on the Rogers gigabit + VIP deal awhile back for $99/month. Unfortunately since the outset I have not been given the speed they promised. Initially I was fine with it because they told me that only the 500u service was available in my area. However now they have fully upgraded my neighbourhood, and I'm still often only getting around 100mbps down. I have *never* received the 50mbps download speed they initially promised. I appear to be capped at around 20mbps.

Before anyone says to call tech support or try another modem, I have already done that. One of their technicians ran a new line to my home from the street. It made no difference. I also did call in to complain some time ago and the agent promised me a $20 bill credit that never showed up.

Anyhow I'm wondering what I should do? Should I ask for the office of the president? As far as I'm concerned they owe me a bill credit for every single month I have had this service. They have not delivered as promised. $25/month worth of credits seems fair to me.

What do you guys think? Do you have experience dealing with Rogers? I have to say I'm not impressed with their gigabit service, at all.
I am a Zoomer customer.
31 replies
Deal Addict
Dec 20, 2015
3489 posts
1811 upvotes
Toronto, ON
SickBeast wrote: Hey guys,

So I'm one of the people that jumped on the Rogers gigabit + VIP deal awhile back for $99/month. Unfortunately since the outset I have not been given the speed they promised. Initially I was fine with it because they told me that only the 500u service was available in my area. However now they have fully upgraded my neighbourhood, and I'm still often only getting around 100mbps down. I have *never* received the 50mbps download speed they initially promised. I appear to be capped at around 20mbps.

Before anyone says to call tech support or try another modem, I have already done that. One of their technicians ran a new line to my home from the street. It made no difference. I also did call in to complain some time ago and the agent promised me a $20 bill credit that never showed up.

Anyhow I'm wondering what I should do? Should I ask for the office of the president? As far as I'm concerned they owe me a bill credit for every single month I have had this service. They have not delivered as promised. $25/month worth of credits seems fair to me.

What do you guys think? Do you have experience dealing with Rogers? I have to say I'm not impressed with their gigabit service, at all.
Do you live in a condo or a house? Maybe too much congestion through cable in your area?
If you like the post or the comment, then don't forget to SMASH that LIKE BUTTON!
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
lamboman wrote: Do you live in a condo or a house? Maybe too much congestion through cable in your area?
A house.
I am a Zoomer customer.
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
weedb0y wrote: Go through CCTS and try your luck
Are they better than the office of the president? Should I not try Rogers first?
I am a Zoomer customer.
Deal Addict
User avatar
Dec 11, 2003
2422 posts
992 upvotes
Toronto
Are your computer parts really fast? Are you hardwired to the modem? I read your HD can play a role in the speeds that you see too.

I'm still on 500u but I don't care. My desktop is ancient (about 10 years old now) but it still runs fine. It was connected via a CAT5E cable to the modem. The best I saw was like 400mbps but that was during off hours. During the day the download speed is usually around 300 mbps and the upload is usually between 15 and 30 mbps.

I don't have any suggestions. I was just wondering about your hardware and how you're connected to the modem.
P10 2.4 THz CPU || 8 TB Ram || WD 300 TB HD || Nvidia w/ 32 TB Memory

"You're only as dumb as you look"
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
ds2chan wrote: Are your computer parts really fast? Are you hardwired to the modem? I read your HD can play a role in the speeds that you see too.

I'm still on 500u but I don't care. My desktop is ancient (about 10 years old now) but it still runs fine. It was connected via a CAT5E cable to the modem. The best I saw was like 400mbps but that was during off hours. During the day the download speed is usually around 300 mbps and the upload is usually between 15 and 30 mbps.

I don't have any suggestions. I was just wondering about your hardware and how you're connected to the modem.
I'm hard wired to an extremely fast and modern PC.
I am a Zoomer customer.
Deal Addict
User avatar
Dec 11, 2003
2422 posts
992 upvotes
Toronto
I know that Rogers always advertise as "up to" x mbps. I know this is their way out if people complain about their speeds so I don't know if you can do anything about this. If Bell hooked up fiber to your house and you aren't tied down to Rogers for whatever reason then you could always try switching and seeing how their speeds are. I have the wires coming to my house but my preference for TV is Rogers. So, I'm reluctant to switch.
P10 2.4 THz CPU || 8 TB Ram || WD 300 TB HD || Nvidia w/ 32 TB Memory

"You're only as dumb as you look"
Deal Fanatic
Aug 4, 2008
5189 posts
1960 upvotes
Toronto
SickBeast wrote: I'm hard wired to an extremely fast and modern PC.
What router are you using?
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
rebel_rfd wrote: What router are you using?
D-link 868L. I have also tried using the modem itself as the router. I get much better wifi performance with my own router. I have the newest CODA modem.
I am a Zoomer customer.
Deal Expert
User avatar
Aug 6, 2001
15238 posts
3117 upvotes
Stuck in a Box
SickBeast wrote: D-link 868L. I have also tried using the modem itself as the router. I get much better wifi performance with my own router. I have the newest CODA modem.
I would get rid of that D-Link, try another router. Once I got 500u, I had to reconfigure my WRT1900AC to use stock firmware to get above 200mbit. Now I get 450mbit over wifi AC in line of sight.

On ethernet, you should be getting full.

CODA modem isn't bad and has decent processing power
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
weedb0y wrote: I would get rid of that D-Link, try another router. Once I got 500u, I had to reconfigure my WRT1900AC to use stock firmware to get above 200mbit. Now I get 450mbit over wifi AC in line of sight.

On ethernet, you should be getting full.

CODA modem isn't bad and has decent processing power
There is nothing wrong with my router, it is excellent. There are times when I hit the full 1000mbps download speed, it's just rare and it's limited to off peak hours when I'm never using it.
I am a Zoomer customer.
Deal Fanatic
Feb 4, 2015
6791 posts
3084 upvotes
Canada, Eh!!
Are you using the splitter where Rogers' wire comes from outside?

If yes, regular splitter or powered?

Checked line stats? Noise level within parameters?

Any household device that might effect?

Tried connecting from Rogers' cable that enters home? Idea being to check if any issues with wire that goes thru your walls and to modem.

Have dealt with office of president and while it took a while did get resolution... try that first but do not let them drag their feet.

Good luck.
.......
July 13, 2017 to October 25, 2018: BOC raised rates 5 times and MCAP raised its prime rate next day each time.

2020: BOC dropped rates 3 times and MCAP waited and waited to drop its prime rate to include all 3 drops.
Deal Fanatic
Aug 4, 2008
5189 posts
1960 upvotes
Toronto
SickBeast wrote: There is nothing wrong with my router, it is excellent. There are times when I hit the full 1000mbps download speed, it's just rare and it's limited to off peak hours when I'm never using it.
I'm not sure how you're hitting a 1000 when it's theoretical.

The most you can get on Rogers gigabit is 900ish, never 1000.

Did you test want to lan using the Rogers modem? Not just WiFi speeds.
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
rebel_rfd wrote: I'm not sure how you're hitting a 1000 when it's theoretical.

The most you can get on Rogers gigabit is 900ish, never 1000.

Did you test want to lan using the Rogers modem? Not just WiFi speeds.
Well sure it was not quite 1000mbps download speed but you get my point.

Yes I tested WAN to LAN on the Rogers modem, it gave similar performance.
I am a Zoomer customer.
Deal Fanatic
Aug 4, 2008
5189 posts
1960 upvotes
Toronto
Okay, so let's clear this up.

You are only getting 100 down? Even on LAN?

And only 20 up on the upload?

What happened with the tech visits?

What did they see after showing up?

When did you sign up on this deal?
Deal Fanatic
Aug 4, 2008
5189 posts
1960 upvotes
Toronto
I signed up on the same deal.

My area was stated for gigabit, but I was getting around 500ish or less.

I reported this to Rogers. I swapped modems, removed my routers in the mix and had the techs show up.

Everytime I called in, I noted the interaction number down.

The Techs that get sent over are contractors. So they will do the bare minimum, since it's piece work.

So you have to escalate and ask for a Level 2 Tech or Supervisor to come over and troubleshoot.

I did all this, kept detailed notes.

Rogers would credit my account by half for every month until it was resolved.

Plus a few Goodwill Credits of $50.
[OP]
Deal Expert
User avatar
Mar 14, 2009
15168 posts
6179 upvotes
rebel_rfd wrote: I signed up on the same deal.

My area was stated for gigabit, but I was getting around 500ish or less.

I reported this to Rogers. I swapped modems, removed my routers in the mix and had the techs show up.

Everytime I called in, I noted the interaction number down.

The Techs that get sent over are contractors. So they will do the bare minimum, since it's piece work.

So you have to escalate and ask for a Level 2 Tech or Supervisor to come over and troubleshoot.

I did all this, kept detailed notes.

Rogers would credit my account by half for every month until it was resolved.

Plus a few Goodwill Credits of $50.
The supervisor was here, he's the one who ran the new line out to the street.

Thanks for your insight, I will call them and see. Half off for all those months would be nice. The thing is, I don't think they are able to resolve this for me. There is too much congestion in my area. They would have to upgrade their area infrastructure.

Did you have to escalate the call to the office of the president or anything like that? Or to a supervisor?
I am a Zoomer customer.
Deal Fanatic
Aug 4, 2008
5189 posts
1960 upvotes
Toronto
SickBeast wrote: The supervisor was here, he's the one who ran the new line out to the street.

Thanks for your insight, I will call them and see. Half off for all those months would be nice. The thing is, I don't think they are able to resolve this for me. There is too much congestion in my area. They would have to upgrade their area infrastructure.

Did you have to escalate the call to the office of the president or anything like that? Or to a supervisor?
I just spoke to Rogers Management Office.

They'll probably give you 3 months of credit, unless you have detailed notes/interactions.

Best bet is to push up the ladder and get the Level 2 techs involved. It takes a month or so to book them to come to your area.

Why even stay with Rogers at that slow of a speed?

Should look at Bell or Telus?
Member
Dec 6, 2008
285 posts
161 upvotes
Ontario
A month to get an escalation tech out is untrue. Someone should run a direct line tap to modem and test it that tells you right away if it is a maintenance issue or wiring issue.

Top