Rogers Rant Thread - Page 2 - Canadian TV, Computing and Home Theatre Forums

57 · 2004-10-29, 03:50 PM

I've always had a low signal strenth to my upstairs office, where my 27" Zenith sits with an SA3250HD on top of it. It's not used much, but it is used occasionally. That same office also has my extreme modem service in it.

When they implemented the recent channel changes, I could no longer receive some of the HD channels (up near 850 MHz).

I was also wondering if this low signal was hampering my modem service, although I was always getting close to the 5 Mb/s download spec.

The service technican came (on time), listened to my problem carefully, realized that I knew what I was talking about and began to replace my 14 year old splitters, and some of the short coax cables running to the equipment. He also installed an amp and the signal to my main home theatre was now excellent, but the signal to the office was still not good and the modem shouldn't really go through an amp.

He stated that the line "through" my house to the office should be replaced by an outside line directly to the office from the "drop". This would then give a good signal directly to the modem. Unfortunately, he could not perform this work because he was not an "outside" guy.

I called to arrange the second service call, requesting an "outside" guy. The technician arrived on time, looked at the situation and agreed. He ran the line directly to the modem, but also performed some further magic to the line on the inside of my house to the Zenith. By rearanging splitters, etc, he was able to get my signal from -18dB to -4dB on the TV. Everything is now working as it should. Both technicians were very good, responsive to my comments and on time.

This second technician has two HDTVs at home and two SA8000HDs. Needless to say, we spent a lot of the time discussing HDTV, the CRTC, etc.

He was familiar with DHC.

A pleasant surprise after the "episode" with the extreme modem a couple of months ago...

http://www.digitalhomecanada.com/for...9&postcount=72

Since Euronews was mentioned above a couple of times, would anyone who has Euronews and an SA8000HD, please read the following thread.

http://www.digitalhomecanada.com/for...ad.php?t=16474

lprice99 · 2004-10-29, 05:00 PM

I didn't have any trouble getting back Euronews after I initially lost it. I just called Rogers and asked the CSR to reactivate the channel. It was quite hassle free and I didn't find it to be much of an inconvenience. I subscribe to Euronews as an individual channel and not part of the ultimate bundle.

bgclarke · 2004-10-30, 05:51 PM

An update to my original post in this thread (post #4).

When I got home this afternoon, my wife was on the phone.

A Rogers CSR had called her regarding the open ticket.

After some digging and testing on the part of the CSR, he was able to determine what happened and why we are not getting EuroNews.

To make a long story short, it turns out that EuroNews was not mapped correctly to the VIP Ultimate bundle in our area after the free preview ended.

The CSR has escalated the ticket to the appropriate group to get it resolved.

bgclarke · 2004-11-01, 10:35 PM

As of today, we now have EuroNews

Robrv · 2004-11-02, 07:55 PM

Had Hi-speed and Digital VIP Ultimate installed on Saturday. Of course, the contractor was in and out like a jack rabbit. Once he'd displayed the IPG and had signal on the modem he was gone. I finished the rest.

Hi-speed was no issue, I'm real familiar with that and router setups. On the digital cable, all free previews were there but none of my subscribed channels. Phone calls at 4pm Sat. said too late for someone to fix it then but for sure on Sunday. Sunday no one showed. Phoned, and was assured 8am Mon. morning a tech would fix it, plus I'd get a $40 credit for inconvenience. It's fixed, tech was on time. Initial let down but impressive followup.

Note.........have a new Panny PT47x54 and I've got to say on digital stations on this set the quality of the broadcast is impressive and much better than analogue. I have no issues with it displaying traditional channels and being unhappy with the clarity. Hookup to my Panny Home Theater and VCR recording is fine. Had almost signed up for HD 2 weeks ago and backed out based on the latest news on excluded stations............the only one's that I'd have watched.

digiobsessed · 2004-11-12, 08:19 PM

It would be helpful if Rogers marketing department gave some info once in a while, to their CSR's. I called last night to ask some questions about the new AOV channels. The CSR had no idea what I was talking about. I thought that since these channels were on my IPG, the CSR would surely know about it.

He knew nothing of the WWE VOD either.

Not only will this frutrate the CSR's, who haven't a clue what's going on internally, within their company. It's also irritating to have a channel you see on the guide, which you know these CSR's can't order for you, or give information on it.

Cow · 2004-11-17, 08:29 PM

They are either exceptional or mediocre. When I get the mediocre ones, if the waiting time is not a lot, I politely end the conversation and call again. I wish there was a way you could choose which customer service rep. to connect to.
Also, I hate the ones that are less knowledgable about their product offerings than me.

slam_to · 2004-11-17, 10:26 PM

The CSR's for Roger's cable internet service are great, the seem knowledgeable and seem to understand the technical aspects of their service.

The CSR's for their cable service on the other hand, are fairly lackluster. A few points I have:

1) each time you call, you need to start from the beginning. On many occasions the beginning of my phone conversations would be to explain the whole situation over again to a new person.
2) technical knowledge of the CSR's are lagging Rogers Cable services by at least a year to two years. For example, CSR's not knowing what HDTV was.
3) CSR's are not trained well to determine if the problems you are having are related to the cable or software on the digital terminals (probably related to point #2). I had problems with my HD-PVR, they sent two techs over to my place twice, both of them end up phoning back head office to complain they've been sent out for a CSR goof-up.
4) CSR's are unwilling to forward you to their managers if you are having difficulty with them.
5) CSR's mumble their names, and never offer their operator ID's
6) When you e-mail them, they usually always ask you to call them (why the hell did I e-mail), then of course, when you call, you need to start all over again.
7) Trying to solve problems over e-mail also restarts every time you reply to the e-mail, you rarely get the same CSR.

Harl · 2004-11-19, 05:10 PM

Here's an interesting situation I currently have with Rogers. Back in August I entered a draw in a new local newspaper (The Monitor). 1st prize was a PVR (non-HD I expect) and a 'years free cable'. Imagine my surprise when I got a phone call from the paper in late September to tell me I'd won the PVR package. I was given a contact number at the paper so that I could call if something got screwed up etc. After two weeks I hadn't heard anything from Rogers so called the contact at the paper. Not to worry, as she would personally call Rogers and get them to call me. Another 2 weeks and still nothing so I call again. Now it's almost the end of October and still nothing. I call again at the beginning of November, having to refresh the memory of the contact at the paper about my 'win'. 4 days later, at last, I get a call from someone from Rogers. This person was very pleasant and said how great the package is and how I'd "Just love it!" However, I was to give them a bit more time (!) while 'things' are sorted out at Rogers. As of today, I still don't have free cable or the PVR................

So much for 'winning' contests! lol What is annoying is that there are a couple of digital channels I want to add to my list (currently 5) but I'm holding off as, supposedly, I'd get all the digital channels free. Also I'm not clear as to how my current account will be handled - I have two STB's (HD) including one PVR. Do I just continue to pay for the HD stuff and get all the other free? I can't really bitch at them as it isn't costing me anything.

TVJunkie · 2004-12-02, 09:31 AM

Quote:

Originally Posted by Cow

They are either exceptional or mediocre. When I get the mediocre ones, if the waiting time is not a lot, I politely end the conversation and call again. I wish there was a way you could choose which customer service rep. to connect to.
Also, I hate the ones that are less knowledgable about their product offerings than me.

I read these horror stories and none compare with dealing with American express in India

Look on the bright side at least they haven't outsourced to an overseas vendor who doesn't even know what rogers is or understand the programming they have. At least most of the CSR's have rogers cable at home so they have a vague understanding of what your talking about.

Harl · 2004-12-02, 09:58 AM

Further to my contest win. I actually got a call from Rogers today - about 3 months after winning! Seems they didn't have the necessary 'forms' so that my win could be activated. I will now get free cable and most of the digital channels including TMN, plus a basic PVR. Guess I wont be going out much this winter......

sezer_79 · 2004-12-05, 11:06 AM

Well,

Rogers has done it again!!

I had an appointment for this past Friday night between 5-8PM for a cable and internet install. So, the technician from Cancable decides to show up at 4:20 ( I was still at work by the way). Luckily my buddy was home at the time to let the tech in.

Wait! it gets better. Our able technician forgets to bring the 3250 with him. So now I am stuck with basic ANAL LOG cable with only 29 stinking channels.

I called customer support yersterday asking them to deliver one to me. Buddy calls dispatch and tells me that he can't get a hold of one. So, he offers to email them instead and tells me that they will get in touch with me within 24 hours. Still nothing!!!

I am beyond peed off right now.

Bell is looking awfully good right about now

otown47 · 2004-12-05, 11:48 AM

Best not to let them in the door unless the installer has all the equipment he needs. If there's no install then it looks bad for the installer.

57 · 2004-12-05, 02:52 PM

Is there a Rogers store nearby? Do they have the 3250HD in stock? Pick it up yourself? Pick up an 8300HD DVR instead?

sezer_79 · 2004-12-05, 04:47 PM

Quote:

Originally Posted by 57

Is there a Rogers store nearby? Do they have the 3250HD in stock? Pick it up yourself? Pick up an 8300HD DVR instead?

Believe me 57 I've already tried. I probably have a chance of digging and finding oil!

Although I did call again and they took the issue up to the "escalation dept" (Who knew they had one?).

Anyways, I am waiting for a tech to come by tonight with one. I hope he shows, otherwise there will be hell to pay!!!

2004-10-29, 03:50 PM	#16
57 Moderator Join Date: May 2002 Location: Toronto, Rogers, 8300HD, eHDD, Panasonic TCP65S1, Denon AVR4310Ci; 8300HD, eHDD & Sony KDL40W3000 Posts: 50,302	On a positive note... I've always had a low signal strenth to my upstairs office, where my 27" Zenith sits with an SA3250HD on top of it. It's not used much, but it is used occasionally. That same office also has my extreme modem service in it. When they implemented the recent channel changes, I could no longer receive some of the HD channels (up near 850 MHz). I was also wondering if this low signal was hampering my modem service, although I was always getting close to the 5 Mb/s download spec. The service technican came (on time), listened to my problem carefully, realized that I knew what I was talking about and began to replace my 14 year old splitters, and some of the short coax cables running to the equipment. He also installed an amp and the signal to my main home theatre was now excellent, but the signal to the office was still not good and the modem shouldn't really go through an amp. He stated that the line "through" my house to the office should be replaced by an outside line directly to the office from the "drop". This would then give a good signal directly to the modem. Unfortunately, he could not perform this work because he was not an "outside" guy. I called to arrange the second service call, requesting an "outside" guy. The technician arrived on time, looked at the situation and agreed. He ran the line directly to the modem, but also performed some further magic to the line on the inside of my house to the Zenith. By rearanging splitters, etc, he was able to get my signal from -18dB to -4dB on the TV. Everything is now working as it should. Both technicians were very good, responsive to my comments and on time. This second technician has two HDTVs at home and two SA8000HDs. Needless to say, we spent a lot of the time discussing HDTV, the CRTC, etc. He was familiar with DHC. A pleasant surprise after the "episode" with the extreme modem a couple of months ago... http://www.digitalhomecanada.com/for...9&postcount=72 Since Euronews was mentioned above a couple of times, would anyone who has Euronews and an SA8000HD, please read the following thread. http://www.digitalhomecanada.com/for...ad.php?t=16474 __________________ 57's Home Theatre (Latest equipment & photos) 57's Optimization Services (Home Theatre Optimization)

2004-11-02, 07:55 PM	#20
Robrv Join Date: Jul 2004 Location: Ottawa Posts: 8	Customer Service Had Hi-speed and Digital VIP Ultimate installed on Saturday. Of course, the contractor was in and out like a jack rabbit. Once he'd displayed the IPG and had signal on the modem he was gone. I finished the rest. Hi-speed was no issue, I'm real familiar with that and router setups. On the digital cable, all free previews were there but none of my subscribed channels. Phone calls at 4pm Sat. said too late for someone to fix it then but for sure on Sunday. Sunday no one showed. Phoned, and was assured 8am Mon. morning a tech would fix it, plus I'd get a $40 credit for inconvenience. It's fixed, tech was on time. Initial let down but impressive followup. Note.........have a new Panny PT47x54 and I've got to say on digital stations on this set the quality of the broadcast is impressive and much better than analogue. I have no issues with it displaying traditional channels and being unhappy with the clarity. Hookup to my Panny Home Theater and VCR recording is fine. Had almost signed up for HD 2 weeks ago and backed out based on the latest news on excluded stations............the only one's that I'd have watched.

2004-11-12, 08:19 PM	#21
digiobsessed Join Date: Oct 2004 Location: Etobicoke, Ontario Posts: 343	It would be helpful if Rogers marketing department gave some info once in a while, to their CSR's. I called last night to ask some questions about the new AOV channels. The CSR had no idea what I was talking about. I thought that since these channels were on my IPG, the CSR would surely know about it. He knew nothing of the WWE VOD either. Not only will this frutrate the CSR's, who haven't a clue what's going on internally, within their company. It's also irritating to have a channel you see on the guide, which you know these CSR's can't order for you, or give information on it. Last edited by digiobsessed; 2004-11-12 at 08:23 PM.

2004-11-17, 10:26 PM	#23
slam_to Join Date: Jan 2003 Location: Toronto, Ontario, Canada Posts: 112	Rogers CSR good and bad The CSR's for Roger's cable internet service are great, the seem knowledgeable and seem to understand the technical aspects of their service. The CSR's for their cable service on the other hand, are fairly lackluster. A few points I have: 1) each time you call, you need to start from the beginning. On many occasions the beginning of my phone conversations would be to explain the whole situation over again to a new person. 2) technical knowledge of the CSR's are lagging Rogers Cable services by at least a year to two years. For example, CSR's not knowing what HDTV was. 3) CSR's are not trained well to determine if the problems you are having are related to the cable or software on the digital terminals (probably related to point #2). I had problems with my HD-PVR, they sent two techs over to my place twice, both of them end up phoning back head office to complain they've been sent out for a CSR goof-up. 4) CSR's are unwilling to forward you to their managers if you are having difficulty with them. 5) CSR's mumble their names, and never offer their operator ID's 6) When you e-mail them, they usually always ask you to call them (why the hell did I e-mail), then of course, when you call, you need to start all over again. 7) Trying to solve problems over e-mail also restarts every time you reply to the e-mail, you rarely get the same CSR.

2004-11-19, 05:10 PM	#24
Harl Join Date: Feb 2002 Location: Toronto downtown (Cabbagetown) Posts: 367	Here's an interesting situation I currently have with Rogers. Back in August I entered a draw in a new local newspaper (The Monitor). 1st prize was a PVR (non-HD I expect) and a 'years free cable'. Imagine my surprise when I got a phone call from the paper in late September to tell me I'd won the PVR package. I was given a contact number at the paper so that I could call if something got screwed up etc. After two weeks I hadn't heard anything from Rogers so called the contact at the paper. Not to worry, as she would personally call Rogers and get them to call me. Another 2 weeks and still nothing so I call again. Now it's almost the end of October and still nothing. I call again at the beginning of November, having to refresh the memory of the contact at the paper about my 'win'. 4 days later, at last, I get a call from someone from Rogers. This person was very pleasant and said how great the package is and how I'd "Just love it!" However, I was to give them a bit more time (!) while 'things' are sorted out at Rogers. As of today, I still don't have free cable or the PVR................ So much for 'winning' contests! lol What is annoying is that there are a couple of digital channels I want to add to my list (currently 5) but I'm holding off as, supposedly, I'd get all the digital channels free. Also I'm not clear as to how my current account will be handled - I have two STB's (HD) including one PVR. Do I just continue to pay for the HD stuff and get all the other free? I can't really bitch at them as it isn't costing me anything. __________________ Sony 36XBR800 Denon ACR 3803 Panasonic DMR E80H SA8300HD SA3250HD SA8300

2004-10-29, 05:00 PM	#17
lprice99 Join Date: Jul 2002 Posts: 1,390	I didn't have any trouble getting back Euronews after I initially lost it. I just called Rogers and asked the CSR to reactivate the channel. It was quite hassle free and I didn't find it to be much of an inconvenience. I subscribe to Euronews as an individual channel and not part of the ultimate bundle.

2004-10-30, 05:51 PM	#18
bgclarke Veteran Join Date: Oct 2004 Location: Nepean, Ontario Posts: 1,606	An update to my original post in this thread (post #4). When I got home this afternoon, my wife was on the phone. A Rogers CSR had called her regarding the open ticket. After some digging and testing on the part of the CSR, he was able to determine what happened and why we are not getting EuroNews. To make a long story short, it turns out that EuroNews was not mapped correctly to the VIP Ultimate bundle in our area after the free preview ended. The CSR has escalated the ticket to the appropriate group to get it resolved.

2004-11-01, 10:35 PM	#19
bgclarke Veteran Join Date: Oct 2004 Location: Nepean, Ontario Posts: 1,606	As of today, we now have EuroNews

2004-11-17, 08:29 PM	#22
Cow Join Date: Nov 2004 Posts: 4	They are either exceptional or mediocre. When I get the mediocre ones, if the waiting time is not a lot, I politely end the conversation and call again. I wish there was a way you could choose which customer service rep. to connect to. Also, I hate the ones that are less knowledgable about their product offerings than me.

2004-12-02, 09:58 AM	#26
Harl Join Date: Feb 2002 Location: Toronto downtown (Cabbagetown) Posts: 367	Further to my contest win. I actually got a call from Rogers today - about 3 months after winning! Seems they didn't have the necessary 'forms' so that my win could be activated. I will now get free cable and most of the digital channels including TMN, plus a basic PVR. Guess I wont be going out much this winter...... __________________ Sony 36XBR800 Denon ACR 3803 Panasonic DMR E80H SA8300HD SA3250HD SA8300

2004-12-05, 11:06 AM	#27
sezer_79 Join Date: Oct 2004 Location: Oakville Posts: 173	ROGERS at it again!! Well, Rogers has done it again!! I had an appointment for this past Friday night between 5-8PM for a cable and internet install. So, the technician from Cancable decides to show up at 4:20 ( I was still at work by the way). Luckily my buddy was home at the time to let the tech in. Wait! it gets better. Our able technician forgets to bring the 3250 with him. So now I am stuck with basic ANAL LOG cable with only 29 stinking channels. I called customer support yersterday asking them to deliver one to me. Buddy calls dispatch and tells me that he can't get a hold of one. So, he offers to email them instead and tells me that they will get in touch with me within 24 hours. Still nothing!!! I am beyond peed off right now. Bell is looking awfully good right about now

2004-12-05, 11:48 AM	#28
otown47 Veteran Join Date: Jul 2002 Location: Ottawa, Rogers Posts: 3,902	Best not to let them in the door unless the installer has all the equipment he needs. If there's no install then it looks bad for the installer.

2004-12-05, 02:52 PM	#29
57 Moderator Join Date: May 2002 Location: Toronto, Rogers, 8300HD, eHDD, Panasonic TCP65S1, Denon AVR4310Ci; 8300HD, eHDD & Sony KDL40W3000 Posts: 50,302	Is there a Rogers store nearby? Do they have the 3250HD in stock? Pick it up yourself? Pick up an 8300HD DVR instead? __________________ 57's Home Theatre (Latest equipment & photos) 57's Optimization Services (Home Theatre Optimization)

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