Rogers complaint - advice needed

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.

lamboman wrote: ↑ Do you live in a condo or a house? Maybe too much congestion through cable in your area?

weedb0y wrote: ↑ Go through CCTS and try your luck

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.

rebel_rfd wrote: ↑ What router are you using?

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.

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

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.

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.