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I was driving on the QEW, coincidentally in a some traffic on a highway, and I saw the new ad campaign billboard for Rogers High Speed Internet “The Fastest and Most Reliable. Period.”

So, I reminisced about my year long struggle with Rogers about their High Speed internet Cable.
In August 2007, I decided to make the leap or some might call it run away, escape from the poor tech support service from Bell Sympatico. (3 tips: When calling Bell Sympatico help line. Always call 2 times in a row to cross reference there story, get a Mac so they can’t blame you for a virus and call repeatedly, follow up and don’t wait to escalate the problem to a level 1 tech)

Being mildly technologically savvy, I notices a slow down at night so being a long time Bell Sympatico customer (aka Proactive) I called Rogers Tech line, they were surprisingly pleasant and attempted to help me for the next month or so. They were also very candid in the fact that the problem was in my area and their responsibility and they proved it by refunding me the price that I was paying for the internet.

I diligently, kept tabs and speed checked to see when the problem would be fixed. I would call monthly and explain the scenario after a 20 minute conversation they would realize that it was their issue and return or credit my account for the lack of proper internet. After, 9 months I decided to pay for internet service and got a DSL line with YAK, I got tired of my 56k modem speed at nighttime. At that point I realized something amazing… I don’t need 8meg download the 4-5meg from Yak was just fine. The internet is pretty streamlined and Flash based and I would rather have a slightly slower but consistent service than a bi-polar one.

Finally, I gave up on Rogers “High Speed Cable” they never did resolve the issue in my area and understood why I was canceling, I returned the Modem to them and wrote them this snail mail letter in hopes that they would realize the lack of vigilance and response to a known issue.


Dear Rogers Cable,

Last year, August 1st, I decided to switch from my Bell Sympatico High-speed internet account (########) that I had since the inception of DSL in 1999 to Rogers Cable High Speed internet. I have been a long time customer of Rogers Cable, for many years enjoying quality programming like Rogers HD and The NFL ticket package.

Unfortunately, my experience with Rogers High speed Internet was not one that I would recommend to any of my friends, family or peers.

I work from home as a freelance Film & Video Editor and my ability to communicate on the internet is essential to the success of my work. When I initially received the service it seemed faster than Bell but I soon realized that it was an unstable, inconsistent and delivering less than the minimum required speed that I purchased. My 7-8 meg package was most of the time dipping down to 725 kbps which is a little faster than a 56k modem.

I proceeded to contact Rogers Tech Support /Customer Support for the next 9 months here is a log of the calls.

4 August Natalie (wsr02028431)
22 August Daniel (713 kbps dfr00053341) Known Server Problem in the area
24 August Peter (wsr02031728) 24-48 hours the problem should be fixed
28 August Susan-Supervisor (noted problem)
29 August Thash – Supervisor (ongoing problem noted)
29 August E-Chat Rogers.com (B226 George *rude via chat and less than helpfull)
30 August Marc (issue in area congestion, Known issue, technician are aware)
4 September Arvin (wsr02045040) credit for 2 weeks
12 September Cody (Dfr00052241 & wsr 02055296
19 September Natalie (update on status of repair)
26 September Abdul (refund for lack of proper service)
12 October Sasha (Refunded internet charge)
14 October Paul (ongoing issue in the area)
7 November Peter (credit refund for lack of proper service)
12 November (dfr00053341 & wsr02055296)
13 January David/Terra(billing) (tier 2 office, unresolved tech issue in area)
18 February Dudley (refund lack of proper service)
1 April Sarik,Ramon, Jeff (wsr 02239690)
4 April David (dfr00053341)
23 May Jason (refund 2 billing cycles)
31 May Amy/Greg (Cancelled my Service)

I must say that I was impressed with quality of the Customer Support Line.
However, despite the Customer/tech supports general concerns and efforts to keep me as a customer in April I subscribed to a DSL service in hopes that Rogers would soon finally fix the “unresolved issue in the area” in the interim. Unfortunately, I finally had to cancel my cable Internet service and enjoy a more stable constant and reliable connection from your competitors.

I believe it is important to note this experience has made me doubt on the reliability of Rogers Cable in rectifying a major problem in their system in a reasonable time span. Moreover, since I am involved in the media industry and many of my clients come to me for recommendation on a variety of technical issues. I could not professionally recommend any of Rogers’ services because of the lack of back end technical responsiveness to a major technical issue.

Finally, I have lost any loyalty to Rogers and I am currently reviewing my Cable package options with your competitors since they now also provide HD programming and the NFL Ticket. I was also going to transition my business cell phone Package to Rogers when my contract was up with Bell Mobility in anticipation for an iphone. However, I am more than willing to wait on healthy alternatives to your iphone package from your competitors.

Sincerely,
Anthony K Baird
gorillaproductions.ca

I never did here back from them, I guess they don’t need my business. Unfortunately, I have to endure their Cable service for one more season of football. However, as soon as we move, in the very near future, I will be canceling my cable service and discouraging my friends and peers from purchasing anything Rogers because if your unlucky enough to have a problem they don’t fix it.

Anyways, Back to the QEW Billboard. “The Fastest and Most Reliable. Period.
Well, I went to their site to see how they can claim this with a straight “face” and they put a link to a CBC marketplace news report on internet speed where they were put in a head-to-head speed battle with the big boys of high speed (Telus, Bell Sympatico & Shaw).

Rogers…You should not be proud of beating those “competitors”. In the report, they are the lesser of the evil High speed internet providers not a badge that should be worn proudly (I am the best of the Bad Companies).
CBC should have thrown in a smaller company like TekSavvy or Yak to see how a real David versus Goliath Battle ends.

All this to say Rogers Cable High Speed service was inconsistent and slow, not reliable, period.

Don’t Just Read this Post, Check your internet speed regularly, Post a Comment with your Rogers speed. I am sure that someone at the “Big House” monitors the web reviews of there service. Let Big Bro know that your checking up on him too.

ALSO CHECK OUT FOLLOW UP BLOG POST

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17 Comments

  1. It seems that Rogers is consistently nasty across the country. Here in Vancouver, they are notorious for poor quality internet connections. Unfortunately it’s a bit of a monopoly – we have Rogers, Shaw or Telus. I’ve used them all now and have finally settled on Shaw for the business and Rogers for the home internet.

    The only plus for staying with Rogers at home is to download video, lots an lots of video. Telus and Shaw charge by the gig after something like 6gigs/mth. Which just doesn’t cut it.

    The biggest scam with Rogers is the iPhone gouge. you have to sign up for a 3 year deal. Highway robbery.

    Tamar & I are always talking about writing the nasty letters to greedy corporations but never actually get around to it. Maybe it’s having kids that takes that available time away? I’m really glad you expressed your opinion to them.

    Stick it to em!
    haig

    • V
    • Posted September 13, 2008 at 11:36 pm
    • Permalink

    Only option I have is to move and that is what I am doing(only choice I have is rogers). So bad when a company makes you move to get a better internet service. I need my net for meny reasons including work.

    I will be paying more in rent but atleast I will have a good connection.

    • Michel
    • Posted September 21, 2008 at 6:07 am
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    I agree that Rogers Internet service is awful. I called them about my modem and slow speed and they don’t care. I was told it’s up to that speed. Which means if I get that speed for a few minutes each day, then they are offering what they said they would. (customer in Ottawa, Ontario)

    • Gerald
    • Posted September 23, 2008 at 4:44 am
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    When I saw the add on a billboard for Rogers, make the statement “Fastest Most Reliable. Period.” I saw the big red background, I saw the mouse curiously shaped like a feminine napkin, and I thought that science has come a long way in helping women deal with their monthly period. I mean a billboard does go by you quite quickly and in that moment of a glance I had no idea really what I had just read. At least I was in disbelief of what I thought I had just read. Do you think this was intentional? Next on the billboard. Longest most reliable…….?

    • Chris McMahon
    • Posted October 1, 2008 at 6:41 pm
    • Permalink

    Rogers really needs to specify who they’re faster than, and where. Internet access in pretty much all of North America is pretty pitiful. To put our speeds in perspective, Japanese ISP KDDI is rolling out 1Gbit residential connections for the equivalent of about $56 a month.

    • Jake
    • Posted December 29, 2008 at 11:58 am
    • Permalink

    I understand your problem and agree that the slowdown is terrible, but something up there does not make sense.

    My 7-8 meg package was most of the time dipping down to 725 kbps which is a little faster than a 56k modem.

    Umm, no it is certainly not. 725 kilobits per second gives you a download of about 90 kilbytes per second. Where as dialup is also rated in BITS, so the 56 kilobits per second is 7 kilobytes per second. There is much difference between what you were getting and what dialup users get.

    Right now I am on Rogers with a 1 megabit per second package. I am getting about 100 kilobits per second, now THAT is getting close to dialup.

    If you are going to include technical slams in your angry letter, try to make sure they are accurate. 10% of rated line speed is very very bad, but it is not dialup.

    • gorillamonkey3000
    • Posted January 1, 2009 at 5:10 am
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    I appreciate your comment on my blog and the correction on the whole kbps/Kbps. (my brain doesn’t like to bother with these tedious Caps no caps conversion, the person who invented this must be related to my old friend NTSC (29.98 fps!)
    I admire your mastery of the conversion between these confusion systems, but I was more writing in relative terms not so literal/technical.
    I guess that might of been a little too subtle but it felt like that when I tried to load a webpage and it took a minute.
    Good Luck with Rogers.

  2. I totally agree with you. I have been with Rogers for 10 years. All i can say is.. Rogers has robbed its customers and some how the government has done nothing but continue allowing Rogers to do this practice. I have internet light with them. My internet has never run the speed that they advertise!!!! and calling them is a waste of time. Because they will never solve the issues. Don’t even bother to write them. Write to the Government board that regulates the Internet Provider. But they are colluded and corrupted!!! Anyway, Good luck with Rogers.!!

  3. I have been having problems with the online protection and not receiving my emails. I was told to remove the Rogers On Line Proctection and reinstall it. I did that and contacted Rogers and they told me to go on echat.rogers.com to have someone check out my computer for any previous protection problems that may be causing my current problems

    • R.Aucoin
    • Posted August 14, 2009 at 9:41 am
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    I have spyware on my computer (6) and don’t know how to remove them. My computer doesn’t work well.

    • arif
    • Posted September 11, 2009 at 3:23 pm
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    Since I got online protection I am having lot of problems starting up the pc and shuting down, and its very very slow.Thanks

    • Claire
    • Posted September 15, 2009 at 12:10 pm
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    I have been trying to take Rogers Internet Protection off my computer ans have tried continually for 28 hours and of course nothing is happening.

    • Hershell Ludovitz
    • Posted January 18, 2010 at 1:35 pm
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    Get a Mac? Eat shit, hipster faggot. I like a computer that isn’t made for smug hippie morons.

  4. Wow that is what I call a PC douche, as I type this from my PC.
    I have both platforms they are tools, not socially defining.

    I am not sure if Hershell Ludovitz is an old bigot or a young moron… “Hipster Faggot”!? Come on.

    • Dhana
    • Posted August 28, 2010 at 6:16 am
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    I installed Rogers on line protection
    and used it to scan for my computer for viruses. It removed all my emails sent and received so all my email history has been wiped out. How do I retrieve my emails? Rogers technical support referred me to you.

    • Harry Schep
    • Posted November 4, 2010 at 11:29 am
    • Permalink

    cotracted for 3.0 megabits
    but incoming is at 0.5

  5. It’s in fact very difficult in this busy life to listen news on Television, so I just use internet for that reason, and obtain the newest news.


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