Internet Service: Rogers High Speed

[hugh]

The purpose of this thread is for Digital Home members to review and relay their experience with Rogers High Speed Internet Service

This is NOT a discussion thread so please limit yourself to one post which includes your review.

We welcome the input and opinions of all members whether they are good or bad, however, please note that this thread is NOT for rants. Whether you had a good or bad experience with this vendor we want to hear about it but in an OBJECTIVE manner.

If you post a rant or childish comments like, these guys "suck" or they're all a "bunch of idiots", then your comments will be considered trolling and your post will be deleted.

When you post, please try to include the following information:

• What product or service you purchased.
• Approximate timeframe you ordered the product
• What location you dealt with if it’s a company with many stores or service locations
• Your overall level of satisfaction
• If you had a positive experience, please explain what made it such a positive experience.
• If you had a negative experience, please read our guidelines below.

Guidelines for Posting Negative Reviews

The truth is no retailer or service provider is perfect and occasionally even the best companies can disappoint. Our experience is that good companies have problems but they typically make every reasonable effort to resolve problems.

If you had a problem and are posting a negative review, then please note what efforts you made to resolve the problem and the feedback you received. If you think the efforts to resolve the problem were NOT reasonable then please explain why. Saying you phoned up and talked to some idiot, suggests the problem may lie with the consumer and NOT the company!

No posting URLS or Directs to Competitors will be deleted

Posts containing URL's to competitors or posts saying gee you should have shopped at this retailer will be considered spam and deleted.

We want opinions, NOT sales pitches or spam!

[ltldevl]

Their service was down very very often. They even complained that I used too much bandwidth (20 - 30GBs) then they bring up their cap to 60GBs. Contradiction? Hmmm... Their tech support service is pathetic. They only know what is in front of them (scripted). They don't seem to like it when you have a router since they can't perform certain tests to identify if their issue is with your computer or with their modem or network.

[57]

I have had Rogers HiSpeed internet for 8 years now. There were two major "glitches" in that time.

Once when they changed from @home to @rogers.

And once when I picked up my new modem from Rogers and switched to Extreme service a couple of years back.

Each time my e-mail (not internet) service was down for a few days due to a "programming error" that required "IT intervention" to repair, hence the delays. (Part of the issue may be related to the fact that I have a Mac, not a PC).

Although there were some teething problems with the system being down occasionally in the late 1990s, I have not been down for more than a few hours (in total) in the past 5 years or so. This is a better on-stream record than Toronto Hydro.

I am extremely pleased with their service and I'm currently on Express, which saved me some money relative to Extreme and didn't affect my speed in any noticeable way.

As in any organization, most of the front-line CSRs are only capable of basic responses based on information on their screen, however, I simply ask for second level if first level are of no assistance.

[powerstream]

I remember when they swapped areas with Shaw. Oh boy was I pissed. Shaw@home ran flawlessly. I was grabbing off Myplay lockers at a constant 10 mbits. Then @home collapsed and Shaw and Rogers decided to swap service areas. All of a sudden we in York region went down from a 10 bits connection to 10 kbits. No kidding here, dial up was faster.

I nagged Rogers about it all the time and for several months they only charged me about $5 for the Internet service as it was virtually unusable. Not only that but their upstream was non-existent. If you needed to upload a file somewhere, forget it. There was zero upstream bandwidth available. Just read the old RBUA boards. But I must admit in the past 6 years they improved a lot. And in most new suburbs that are popping up they use the latest technology so you really shouldn't experience any issues at all. Of course the same probably can't be said about old areas where the infrastructure is quite old.

Their tech support is the same **** as everyone else - their agents read from a check list and before anything else will tell you to re-boot the modem, re-boot your computer, make sure your modem is connected to your computer and not your router, etc. So do that before you call them. Beyond that they're really not that helpful except for very minor issues. If you have a more serious connection problem, or if it's an area wide problem that doesn't seem to get fixed, you should definitely ask for second level tech support and have them escalate the ticket to their engineering crew.

[hugh]

My opinion of the service is somewhat satisfied.

In my opinion, internet service, like cable and electricity, is a mature technology and should just work.

Rogers extreme service is pretty expensive (over $50 per month) and I find they have a fair number of issues with DNS servers, email and bandwidth etc.

Overall, I give it a satisfactory grade.

[MrFong]

I'm with Hugh - they have had more than enough time to work out any kinks in the system. Issues now are being caused either by poor planning/execution of network changes, or by Rogers trying to squeeze every last penny out of their big pipe by overloading it with customers.

That said, it's caused me no problem 99% of the time. However, the price for extreme is now going up by a few bucks, which seems to be the OPPOSITE of how technology usually works. Apparently 'Rogers Law' is now taking over from 'Moore's Law'.

[RickLondon]

I'm very satisfied with the service. I started when it as called The Wave. In the beginning, I'd be one the phone with support as the service was done every month.

For the last 5 or 6 years it's been very troublefree.

My only "complaint" is that Extreme Plus is not available in my area, and I can't get the extra bandwidth alllowance. I told the CSRs that I don't paying the extra and not getting the extra speed, but I'm stuck until they roll out the service here. With 2 children on Youtube and Facebook, my bandwidth has dramatically increased.

Overall, I have no hesitation recommending the service to others.

[Eluder]

I find the service to be great, it's always fast and I can't remember the last time I had any kind of issue with it. My only complaint is the monthly bandwidth caps, if those were lifted or at least triple what they are now, I would probably be Extremely Satisfied with them.

[Drainc]

I have the Extreme service and have been a customer for over 10 years now. In that time I've had to call support a few times, but I can't even remember the last time I called them recently. If I call it's mostly to resolve billing issues such as discounts they've taken away or credits missing.

I'm pleased with the speed and availability I get, I always get the bandwidth I pay for and I can't remember the last time it was down for any reason.

I have a few gripes, I was ticked when they removed newsgroup support requiring me to get a separate service for what I used to pay for, however I'm happy I went to that newsgroup provider. I'm not happy with a 95 gig download limit, however I live within it for the most part. I feel with the price I pay I shouldn't even have to worry about a limit, but I deal.

[Stefer]

• What product or service you purchased.
• Approximate timeframe you ordered the product
• What location you dealt with if it’s a company with many stores or service locations
• Your overall level of satisfaction
• If you had a positive experience, please explain what made it such a positive experience.
• If you had a negative experience, please read our guidelines below.

Product : Rogers extreme
Timeframe : since about i would say 3 years ago
Location : only called in
Level of satisfaction : somewhat satisfied. I had the competition before switching (Aliant). Versus what's available here in Moncton, i can't complain. There's pros and there's cons. Competition doesn't have usage limit (yet) but the service was going down so often, it was starting to be annoying. Switching to Rogers was a big relief! Back then : no usage limit, speed was much better than what i had, and it never went down! For me, the big positive with Rogers is that it's almost never down, and speed/quality is almost always constant. Negative experience : throttling, new services vs price increases don't seem too fair, and the usage limit is getting annoying.

Basically i would gladly pay the same price for twice the usage and half the speed i get now.

When i tell that to the CSRs, they offer me the extreme plus or ultimate, which is basically the inverse of what i ask, and when they try to put the order in, they apologize that it's not here yet

[fredjk]

* What product or service you purchased.
* Approximate timeframe you ordered the product
* What location you dealt with if it’s a company with many stores or service locations
* Your overall level of satisfaction
* If you had a positive experience, please explain what made it such a positive experience.
* If you had a negative experience, please read our guidelines below.

Product: Rogers Express
Timeframe: 10+ years, 3 residences
Location: Kitchener, ON (all 3 residences)
Level of Satisfaction: Somewhat satisfied
Positive Experience: Mostly reliable service (only a few major outages/problems), fairly stable IP, reasonably consistently speedy (within the limits of my package at the time)
Negative Experience: Three things:
* Several years ago (ie. 8-10 yrs), there were some serious mail delays/issues that caused me to all but stop using rogers mail. Things are much more reliable these days.
* DNS lookup failure hi-jacking. I've decided to avoid their DNS servers all together.
* Slow upload speeds. I'm a photographer that uploads photos a lot. It's painfully slow, but doubling the cost of my service to get a marginal improvement in upload speed is hardly justifiable.

[byebye_cable]

What product or service you purchased.
Approximate timeframe you ordered the product
What location you dealt with if it’s a company with many stores or service locations
Your overall level of satisfaction
If you had a positive experience, please explain what made it such a positive experience.
If you had a negative experience, please read our guidelines below.

* Express
* Had it for ~ 8 years
* Location N/A
* Unhappy
* Positive?? It should just work - they're not curing cancer here.
* Negative - oh yeah. It was the DNS redirects to that Rogers search page that was the last straw for me, websites I needed for work would not load.

With TekSavvy now.

[urbanite]

I'm not a complainer type person, but I can usually find problems with most things. However, I really haven't had anything with Rogers. Ever. I switched from Bell about 8 years ago ... Bell was awful with billing, reliability, etc. When I did the switch, Rogers came on, and it's been on ever since.

Product or service purchased
EXPRESS internet (don't need more than that) - I don't use the email address and whatever else you get ... I just need a reasonably fast pipe with reasonably good bandwidth caps

Approximate timeframe
Since 2002 (? approx)

Service location
I live downtown at Harbourfront ... I upgraded my modem once, but it was through the mail / courier

Overall level of satisfaction
HIGH!

Explanation of postives and/or negatives
I monitor my bandwidth carefully since I'm on a 60GB plan, I actually use a monitoring program on my main computer (which doesn't capture all the bandwidth since I could have 3 or 4 more computers / devices connected). Even in months where my monitoring program was telling me 55+ GB upload / download, Rogers has never tagged me for more than 30GB. Deliberately conservative measurement? Or broken meter? I don't care!

And did I mention that I've never had an outage? Not in 8 years. What more can you ask for?

[JamesK]

I have the Express service. I started at a lower rate over 10 years ago.
Other than swapping my old modem for new at the local Rogers store, I've dealt with them only via phone.
I am very satisfied. The service is very reliable, though not perfect.
The service just works and consistently delivers close to the advertised bandwidth.
The only significant problem I've had was about 1.5 years ago, when I was intermittently losing internet and phone. After a lot of testing by me, it was determined that the problem was outside of my unit. The techs who showed up just wanted to swap stuff that wouldn't have had any effect on the problem, which turned out to be the cable coming into my building from the street. I was able to demonstrate that the problem was outside of my home because of my testing and knowledge about networks etc. The average user (and I suspect most Rogers techs) wouldn't have had a hope of doing what I did to resolve the issue.

[byebye_cable]

Originally Posted by byebye_cable

* Negative - oh yeah. It was the DNS redirects to that Rogers search page that was the last straw for me, websites I needed for work would not load.

With TekSavvy now.

A couple more negatives I forgot;

Personal webspace was part of the deliverable promised by Rogers - all well and good until Rogers inserted a link meant for advertising into my personal webpage lol. You couldn't get rid of it - like a Geocities kind of thing.

There was a newsgroup service that was also part of the deal - it was dropped.

SMTP based email was originally part of the service - changed to webmail with advertisting.

Rogers. Get less, pay more.