Open Letter to Rogers with My Review of Their Ignite 250u Package.

All Updates will appear at the bottom as they happen.

Hello Rogers,

It has been awhile since I have been a Rogers internet customer.  I remember the terrible customer service on all levels and the inability of any single Rogers employee to resolve an issue on their own. I saw your new internet packages and thought I would switch back from Bell to get the 250u Ignite deal.

After this new experience with your install process I can say that you have taken the period of me being a Bell customer and used that time to truly perfect the art of terrible customer service.

Wednesday March 18th

Technician 1 arrives, plugs the modem into the wall, attaches the coax cable and I ask if this unit has the AC wifi and he says “this one does it all”.  So I specifically ask if it is the top model and he then says no and that this one was just as good.  He then runs out the door before the modem is even booted up.  Modem is the N model.

I run a speed test.  90 down 10 up.  Not the correct speed. So I call into technical support to see what is wrong.

Technician says my connection works fine. He claims the reason that the speed is slow is because the work order on my install has not been completed.  He says he needs to transfer me.  I questions why it would run at half speed in that case. He transfers me to customer service.

I speak with customer service.  She tells me that the work order is complete and after checking a few things and obviously not knowing how to fix the issue says that I need to wait 30 mins after plugging a modem into the wall for it to get to full speed.  I questions why it would need 30 mins to increase the speed and she says to wait 30 minutes and then to call back if it’s not up to speed.  An obvious punt but I am not going to argue because she obviously can’t fix the issue.

I wait the 30 mins, just in case she wasn’t punting me and call into Technical support again.  This technician tells me that there are various types of cat5e cables and that I need to swap out the cable. I correct him by saying that there is only one cat5e and maybe he is confusing cat5e and cat5 but that my cable is in fact cat5e, as required. This obviously goes nowhere and I realize I sound like a jerk even arguing this point and I swap the cable.  No change in the results.  Meanwhile he is insisting that my speed is supposed to be 250/10 and I said that the package is 250/20.  We go back and forth a few times but I know it is going nowhere so I give up.

Time:  73 minutes (not including time technician was at my place since he left so quickly)

 

Thursday March 19th

A tech is scheduled to come to my place again today to look at the lines.  He arrives with his test gear and a laptop and this is good because the first tech had neither of those things.

He tests with his laptop and his special line tester.  Cable looks good. Signal looks good.  Still at 90/10.

Swaps out the modem. Still 90/10

He calls his support line.  They confirm I am on the right package and that there is nothing wrong on their end.

Technician tells me there is nothing wrong with the lines and nothing wrong in the computer and there is nothing else to be done.  He calls his supervisor who tells him to plug the modem power into the wall instead of my power bar.  Same result

He tells me that whenever Rogers releases a new service it is glitchy and that if I just wait awhile then the speed should eventually come up.  Couple of weeks should do it. I mention that the 250 service has been around for months and it is just the Ignite name that is new. He leaves.

I call into technical support.  I tell him everything that has been done to troubleshoot.  They run through all the steps again.  He repeatedly claims I should only have 250/10 and I tell him the package is 250/20 but that it doesn’t matter because I am getting 90/10.  After a while he determines that yes he is going to escalate the issue.  He claims I should get a call in 24-48 hours from a technician.  That is where I am now.

Time: 17 mins + 30-40mins for technician visit. 

As you can see, this would appear to be a perfectly coordinated effort to screw with me and yet I know it isn’t   You have it set up so that each employee can only do one thing and in some cases, they don’t even know how to do it.  I am not going to threaten to cancel because I want the 250 speed and no one else offers it.  I really did expect the bad customer service because I know that you can never call Rogers just once. Anytime you call Rogers for anything you must call at least twice because your agents will screw something up the first time.  I fully expect to have to call back in after the connection speed is fixed to fix my bill.

The best part of this is that you are charging me for this service.  Install and activation fee? Yes please!  I am considering sending you a cheque for $1000 to come to my place and kick me in the balls but we’ll have to conclude this transaction first.

In summary, I expected bad service.  The bad service coupled with the agents that cannot or simply refuse to attempt to resolve the issue was a surprise. You have truly shown the world how being the only game is town allows you to not give a shit about your customer service.  Impressive.

 

Saturday March 21st

Rogers attempted to help through twitter yesterday.

rogers_twitter

The image is poorly shopped to fit all the messages.  I only cut out my my phone number.

So yes you were so concerned about my tweet that you wanted to know the problem.  Although you didn’t read the tweet because it has all the details (this post).

I did get a call while I was in a meeting at work yesterday.  Perhaps it was a Rogers rep?  No message was left and no one called back.

It is now Saturday at 9 am. Current status:

rogersspeed_mar20

I expect that anyone that can fix this issue is probably off for the weekend.

Sunday March 22nd

I received a tweet from RogersHelps yesterday telling me that someone had left me a voice mail on Friday. To check I actually dialed into my voice mail box which I had not done in a year or two.  Normally any voice mails I gets are sent to me as text with an audio clip attached.  When I remembered my password and logged into my mail box there was a message from the “Office of the President” (OP) there.  So the reason I didn’t get the voice mail was because my Rogers  voice mail service didn’t work properly which I found pretty funny.   I called them back and spoke with someone there.  They agreed that, so far, I had not received good service.  They informed me that they would look into the issue and call me back but that a technician would need to be sent out.

They claimed that this time they were going to send a senior technician.  I told them that the second technician that had arrived claimed to be a senior technician.  The rep was surprised by this.

The rep from the OP then said that I should be getting the speeds that I pay for at 250/10.  I mentioned to her that everyone there keeps saying that it is 250/10 so it must be in their system somewhere written like that but the service is actually 250/20 on their website.  I suggested that either the website was incorrect or their internal systems were.  She said she agreed that one was wrong and that she would look into it.  Rogers.com website, for the record:

rogersspeeds

This morning I got a call at 9 am that sounded at first like a telemarketer because the line was silent for 5-10 seconds before the robot voice came on.  It informed me that Rogers appreciates my patience and that they are still looking into my issue.  Rogers robocall! First time I have had one of those.

 

Monday March 23rd

I got another robocall from Rogers today.  In its half automated half bored human voice it told me that my issues have all been resolved.  It also gave me Rogers’ full mailing address in case I wanted to contact them. Maybe it didn’t trust that my internet or phone would be working.   At home I tested what the robot told me.

rogersspeed_mar23

Turns out the robot lied to me.  Nothing has changed.  The hilarious part is that I don’t even have to make things up to make Rogers look bad.  I just need to keep documenting the normal customer service.

I have not yet received a callback from the Office of the President.

Tuesday March 24th

I heard nothing from Rogers today.  I called back into the Office of the President at around 4:05 pm.  They close at 4 pm.  I left a voice mail.

I suppose I could have called back into your tech support but I didn’t feel like spending another hour on the phone power cycling my modem.

My speed is still 90/10.

Wednesday March 25th

I called into the OP today and they said they did not have a technician appointment for me yet but they were looking into it and that they would call me back.  Rogers is going to send an in-house technician rather than a contractor and hopefully they can find some answers.  All possible remote tests have been performed and no problems have been found.  I should hear back from the OP tomorrow with my appointment date.

I have also been told that my first month of service is going to be free.

Thursday March 26th

Today I have some average news and some good news.

The average news is today Rogers called me 6 times and threw a lot of excuses at me. Got my hands on some audio recordings.  Since I am lazy, here you go!

I cut out silences and names.

So now the good news.  Speed test when I got home was similar but I then ran another test at about 10:30 pm and…

rogers_speedWow, they really fixed the hell out of the download speed!  Upload is still a bit low but I am fine with that for now. I called and left a voice mail for the OP to cancel the technician.

To be clear, everyone I dealt with was polite and I can’t really fault them.  In most of the cases if they didn’t know something it was because they were never trained on/told it.  I do wish they would refrain from making things up when something doesn’t work out.

Final Review 

When that speed test finally hit 250 and then jumped up past it I was pretty happy.  I have tested some downloads out on the Steam network and the transfer speeds I am getting are unreal. Yes, it was kind of a pain to get the service up and running but I had a connection the whole time; it wasn’t like I was without internet. I recommend you get this service if you like to download things stupid fast.

 

TL;DR Of Whole Post

Rogers Ignite 250u is crazy fucking fast.  Get it.

Update:  I ended having so many problems with Rogers customer service that I tried to switch to the slower Bell service but their customer service was brutal. Their internet connections are fine but their customer service is beyond bad.  I have settled on a smaller company that leases lines from Rogers.  In a way Rogers is still getting my money but at least they get less of it.

40 thoughts on “Open Letter to Rogers with My Review of Their Ignite 250u Package.”

  1. I’m genuinely stunned that no one from Rogers has dropped the “it says UP TO 250” excuse on you….

  2. I’ve had similar issues with Bell. They don’t seem to like it much when you try and insist on paying up to the balance on the bill (in my case, half the balance since I got at most half the speed).

  3. Kyle: I left out the part where I suggested that if they can only do those speeds where I live then I would drop to the 100/10 service and they insisted that I should be getting the full 250/10. (I have not yet had them agree their website says 250/20)

  4. LOL..your situation matches mine exactly. I have been bumped up to 250/20 and currently am averaging 130 – 150 down and 10 up.

    Funny thing is my old package I was grandfathered in on was 150/10. I will be calling tomorrow to see what is going on. Should make for an exciting day or two or week or two.

    Also, when I went into the store to get the new modem they tell me there are any in stock I laughed. Rogers still pulling that crap – offering hardware that is not available,

    When I tell the girl that I am not getting anywhere near the speeds I should be she gives me the standard line UP TO 250. I respond, well it sure would be nice to hit 250 at least ONCE.

    Then she says it could be traffic at busy times – again I come back with at 3 AM?

    Interesting how you magically not only hit the 250, you exceeded it!.

  5. I am having the same issues and I actually copied this URL to show a Rogers Online sales agent that saw my negative feedback post on FB for overbilling issues and me having to sit on the phone for hours to resolve…I was at hybrid 60 and this female asked me to DM her 2 weeks ago and end result she offered me the Ignite 250/20 for a great price with basic cable and phone….In the last 2 weeks I have got nothing but an average speed of between 50-150. At times Ive actually got speeds less than 10….I waited a week made sure I had a direct connection from modem to my computer with gigabit network card and cat 6 cable…to make sure that I took away every possible excuse they could use for why I was not seeing 250….After a week I was told by a tech support there was lag on my signal they sent techs out they said the signal coming in was good and then had to schedule the field rep to come today….while mr field rep was here he also could not figure the issue and witnessed on his own device speeds or should I say snails of less than 5 mb? are you kidding me? I called in to talk to a manager at customer support and asked during this whole fiasco that the right thing for rogers to do would be to waive the first month of this upgrade until it gets resolved..she insisted because I was getting the net regardless speed that she cant waive the fee for the month….so as I sit here..with a hitron 3AC model the rocket state of the so called art in bridge mode to my Asus AC2400 modem another state of the art….I am also suffering from the issues everyone is describing and also your user experience is exactly what I have went through….

  6. Just got the 100/10 yesterday and only getting 40. Will give them a call. Not paying for something im not getting. Tried at various times .

  7. seems alot of people having issues. they advertise speeds that they cant hold on their nodes or switches. they keep adding new subscribers and its getting worse. i have the ignite 250/20 and get 5mbs at 10pm to 2am. after a lot of troubleshooting its not my lines the techs came 2times and i showed him screenshots of packet loss and tracert pings and he escalated and now apparently there fixing the issue its a known issue. they say the deadline is the 20th of may. somehow i doubt they will fix it its a broader issue that they need to fix there hardware on theyre end. its funny how they like to make you troubleshoot over and over and tell you its not on their end. reps are so clueless you have to tell them how to do their jobs

  8. Either you are running a Rogers controlled program, or you have a gigabit home network. Are the ports on this modem for Ignite gigabit network ports? Otherwise, at 100mbit/s you will be lucky to get 70mbit/s to your computer(s) on the home network. Try running a speedtest.net test instead. Although I dislike them because they hide packet losses, at least it’s end to end.

  9. We are thinking of switching our Bell Aliant Internet and home phone and Shaw Direct to this Rogers Ignite 70 package they are advertising but my hubby plays a lot of World of Warcraft and am worried about there Internet now. Our Bell Aliant Internet works five for this but we were switching because of the great prices and the TV package. Is this a good idea with hubby playing WOW?

  10. Dianne I play WoW on the Rogers 250u plan without issue. Although I am having some speed issues lately where I’m getting 2-25mbps down and 0.01-0.05mbps up. I’ve had 3 technician visits and the problem still persists. It’s intermittent, but it does suck when it occurs on a schedule raid night. Only thing that hasn’t been done is a modem change. I am not on the Rocket AC (I am on the modem a tier down), however I am hoping a modem switch this afternoon will resolve my issues. Would be nice if it was simply just a case of a defective modem.

    Prior to this I haven’t had any other issues with the service over the past year since I moved. The Rogers 70u package would be more than sufficient for WoW though.

  11. Glad I was able to help Dianne. A tech did tell me that the Rocket modems don’t affect WoW. The AC version modem does have an issue with League of Legends I was told.

    The modem switch I did this afternoon did not fix the problem I have been experiencing sadly. This time they’ve done an area ticket meaning they’ll supposedly do something in the area and within 24-48 hours I’ll get an automated call letting me know if the issue is resolved or not.

    Didn’t work the first time they did it. If I have to call back in I will make sure to go the route of speaking with the Office of the President and see if that gets me some results. I am also going to demand they compensate us with a month of service because half the time the net doesn’t work right.

    I’ve already spent several hours on the phone making daily calls, had 3 technician visits and I have seen minimal results. Not pleased.

  12. They are all the same…I have had the same issues with Bell. Maybe they know that I’m thinking of getting rid of their crummy satellite tv, and going all streaming video, so they’re slowing me up on purpose.

  13. The 250/20 is NOT available in ALL areas.. I too switched, had no issues with the download.. was getting 322 on wired computer.. blazing fast.. upload is around 11.. when I called Tech support said I was on the wrong/old package, like you transferred me to customer service. This is when they advised it was not available. I was then transferred to Customer Relations.. I was pretty upset. I told the rep how MISLEADING this was.. Why would you say “speeds up to” and think its okay to offer half the upload? I said they should have 250.20 available only in select markets.. then for a bit cheaper 250/10.. They did compensate us with nearly 200 off the invoice, and I did write a complaint to the Competition Bureau, as I feel like Rogers is misleading customers. I know I’m not the only one this happened too.. They should be ashamed

  14. LOL This was an awesome read. The best part was when she was saying that all the devices connected to the Wifi Router will evenly split the connection. WTF? aahahaha

  15. I’m curious – do you have any experience or opinion on Bell Fibe internet? They’re claiming even faster download speeds.

    Also, if you only have 1 wired connection and the rest of the connections on wifi, does that mean that they will not be splitting the connection speeds?

  16. I was on Bell 50/10 for awhile and it was fine. Stable but not the fastest. I was in a brand new building I got about 40/5 on their 50/10 service.

    Their 300mbps and 940mbps services are brand new and I have not heard of anyone that actually signed up yet. They might not even be available in your area.

  17. I have just gone through the same thing. After I order 250/20 I was getting 300 / 10. After two modem replacements I am told my area which is literally across from Rogers H.O. only gets 10 upload. I say why was informed and sold 20 upload. No real answer I was on flex and had 150 /10. I changed my plan now to 100u because it was upload speed I was after.

    They are dishonest and now half the stuff I used to do has packet loss and fail to connect or connection lost.

    I think class action and writing the CRTC is in order for deceitful selling practices.

  18. Rogers physically can’t guarantee the speed you pay for. They got sued in 2013 for lying about their internet speed which is why they always tell you it goes “up to” the speed they advertise nowadays. Reason for that is they have a set bandwidth for your entire neighborhood, linking all houses together in a bundle. If your neighbor is watching porn in HD, you will feel it if your house is further down the coax line. Every speed test you run, will actually -never- meet the speed they advertise, unless every one of your neighbors dropped dead and you’re the only one attached to their box. If you want an internet that’s ACTUALLY guaranteed, I can probably hook you up. I have a Bell Rep buddy who gave me the best deal, and talked to the install team to drop my price to the retention deals. He says Bell can actually guarantee their speeds are consistent becauacse it’s a direct line to the node instead of from one house to the next. You’re not linked the same way as you would be with Rogers. I’ve been with it for 3 months now. Never lost a connection. I can stream Netflix on my laptop in my basement, garage, and backyard whenever I feel like it. My speed test stays fixed at what I paid for. I never disconnected out of a game from shitty internet. The best part is he threw in the modem/router combo for free. =D

  19. Thanks for the info, I actually gave up with Rogers. Called Bell on Monday, and this Saturday they will install Fibe 50. I had already switched my cellphone last year so they are bundling Fibe TV the middle package and also the PVR, gave me a 3mth promo at 74.00 and then 99.00 for 2 years which is a fantastic deal.

    Rogers internet was charging me 95 just for the crappy connection, I had been with them for 15 years and had 2 cell phones, tv, internet, home phone until 2 years ago when I slowly started moving towards bell.

    Superior cell service, and Fibe TV beats Rogers hands down, my parents have it and it is great. Looking forward to proper internet speeds.

    Rogers can kiss my big fat finger.

  20. Right on buddy! Tell me how it goes. My girlfriend today got mad cuz I started watching a show without her. BAM restart button! Happy wife happy life. Can definitely hook anyone up with my Bell buddy anytime. Cheers!

  21. Interesting posts, with a lot of technical nonsense thrown in. I have been with Bell and Rogers for Internet, and in my experience, Rogers is better (your experience may vary).

    With Bell, despite all the Fibe hype, the line to my house is still the same old twisted pair. It will only go so fast. With Rogers, I have a coax, and it will go much faster than twisted pair. Unless someone runs fiber optic to my house, that will not change. Rogers/Bell, please run fiber to my house!

    I was on the Rogers Hybrid 60/10 package, but saw the Ignite deal, and decided to switch to the 250/20 package. After visiting the Rogers shop, they switched me for $40 less than I was paying for my previous bundle (Digital TV, two PVR’s, home phone, internet, LTE Tablet ..). They gave me a new modem/router (the “Rocket” – silly name) which was the same as I already had, but OK.

    Hooked it up at home, and switched it to bridged mode, WiFi off (same as I did before – I have my own WiFi routers). Tested my wired connection (speedtest-cli) with fingers crossed.

    Unreal – got 280/20 down/up. Just like that. Tried my iPad mini4 on 5Ghz, got 110/20 on WiFi! I have had it a week now, and I keep testing it at random times (wired, WiFi varies), and I get the same every time. I have tried other servers (the 280/20 is local ish) and the speed slows down the further away you get – but to be expected. I get 60/15 to London UK, 100/20 to New York etc.

    So apart from the obligatory second call to Rogers support to unscrew the mistake on the (new) home phone package – minor call display snafu – no problem, it just worked!

    I like to keep the home phone connected, otherwise how would telemarketers in Bangalore try to sell me Duct cleaning deals?

    So just for some balance, it’s not all bad, and the 250/20 deal (yes I get 20 up) is screamingly fast…

  22. Nope. Still limited to 10 up. Their system designed to wear down their customers with their inability to ever do anything correctly has worked in this case.

  23. Requires some sorta security token from social media or something instead of typing things in. D: Must’ve been badly coded.
    tl;dr then: I’ve received awesome service with Rogers unless it comes to billing, then they can be pretty adamant on doing nothing for you unless you repeat your dismays and what you expect them to do and be perfectly reasonable about it. Never start by demanding free service, I’ve learned. I’ve always been over delivered.

    http://www.speedtest.net/result/5137920727.png 319/22

  24. Anyone that deals with Rogers for internet is a masochist. They have ancient technology that is frequently overloaded. They are throwing appliances at it willy nilly; useless since its still a WAN. If you are on the Ma Hell and getting what they advertise. Stay there until either Beanfield makes it to you or Jesus returns. Bell is the lesser of two evils.

  25. Generally no. It’s fibre to the nearest central office, then standard coaxial from the CO to the homes. It won’t really matter either. There are still considerable frequency channels on the cable to spread bandwidth over, and still denser encodings per discrete channel possible. Bell (dsl infrastructure) will have to pull fibre to the home long before cable will. In the USA, the dsl providers are already pulling fibre to new home construction in some of the more affluent areas.

  26. I had the Rogers 100 u package. Was averaging 73/14. Yesterday switched to 250/20 which was an extra 10$ per month. Later swapped the old modem for a new one which was suited for 250/20 from the Rogers store. After 24 hours , speed averages at 70/14. No change in download speeds or upload.

    Today switched back to 100 u package. Why go through the aggravation and argue with Rogers? Won’t be resolved anyway. Pity. Would have enjoyed the 250/20. Rogers over-promises and under-delivers.

    In my own business I under-promise and over-deliver. Helps to stay in business a little longer.

  27. UseToMeasureBitsWithVoltmeter: thanks, so if that’s the case then what’s the reason we are seeing people surfing at different “speeds”.

    I feel attracted to this 100u for 65 CAD/month, I don’t have ANY complaint against Netfox but Rogers is offering 3x the bandwidth for the same price.

    Cheers.

  28. I think it’s funny no one talks about your hardware. If you have a low end computer, most likely your own internet card will not support anything above 100Mbps and 10 upload. As well The highest possible speed on Wi-Fi would be around 150/180 regardless of the 250/20 package

  29. After reading all of these, I’m glad I’m getting what I am. I’m on 1000/50 and getting 650/30. My biggest complaint is the modem needs a reboot about once a month and it’s always when I’m not in the office.

  30. To Davis:

    Well, I’d would assume that if people is doing this kind of research is because they know they stuff; anyways is a good call for those who might forget about the local end of the link.

    To Eric:

    I wouldn’t be happy getting 650 out of 1000

    Next month I’m moving to another city and it looks like they have coverage on the area. I will update you guys with my findings as soon as I get the service.

  31. Terrible internet service and worst company to deal with. Government does not have to protect this company. Open the market to other American companies.

  32. As an update. I bought the 1000/50 specifically for the upload speed to push my offsite backups out. All the simple speed tests were giving me 650/30, but my backup software over VPN was only getting to 5-10mb upload – this combined with a couple of modem crashes at inopportune times caused me to called Rogers to complain – and threatened cancelling. They apparently have another modem that can work better. They don’t like handing it out though (one person said it works a lot better, but it has some ‘other’ stability issues that they are not comfortable with yet, blah blah blah. Actually, the person made some sense, but I needed this fixed.) I called Rogers and insisted that they me switch over to the newer model. Once they switched me from the CGN3 (or similar) to the CODA modem – boom! No more reboots, and speeds that match their advertised speeds: 960Mb/51Mb (It took 2 machines running simultaneously to be able to max out the connection and had to view the aggregate in my router’s console.) And my backups over VPN are running at 40-50mb consistently. It took a while, but NOW I am very happy with the service – but, I am right downtown Toronto where they have no excuses for not delivering near 100%.

  33. I’ve provided tech support (gaming connections) to many people in the USA. The US companies are equally ambivalent to issues- they do give some advice but when push comes to shove it’s “Sorry, our internal network is working perfectly.” Further, since they would own NO infrastructure here in Canada, all they could do is lease bandwidth from Bell or Rogers(other cable providers here)- they would at best be able to offer up to 30% discounts but the service would remain the same. And since you would be 1 more company removed from those that actually own the backbones, you’d have even less influence.

Please type what you think and why.