Rogers now offers outdoor modem for portable internet

[gdmaclew]

All you have to do is complain and I'm sure they will credit you but be warned, they will not repeat it. I was told that future credits will not be forthcoming and that it was just a "favour" they did in the interest of customer relations.
I will be trying the Rocket Hub to see if the service is any more reliable.
If this ever gets out (and that's what this forum is supposed to be all about) Rogers will have a major PR problem.

[gdmaclew]

I decided to hold off buying the Rocket Hub.
I wrote the President of Rogers instead just to see if I would get any response.

[raptureboi]

I care about this because I have been through the exact same thing, and continue to suffer. I've kept notes on my journey so far, I'll post them for you to read, tell me if there are any similarities to your situation?

Cheers

[raptureboi]

Base Station # 00f03cb4
26 Modems

November 13th (9:30pm - 9:45pm) Don't remember name
Spoke to agent, advised that latency was on average between 1500-3000ms. Advised that the internet was virtually unusable between 9:30pm and 12:00am. Agent checked my modem and advised everything was fine, required that I connect computer to modem directly (not through router). I complied and called back.

November 13th (10:00pm - 10:15pm) Don't remember name
Called back and spoke to another agent. I advised I have portable internet with an OSU. I was told that OSU's are handled by the agents on the chat service. Agent refused to assist, telling me to connect to the chat service. Agent remained on the line until I was connected though the website.
November 13th (10:15pm - 10:50pm) Don't remember name
Spoke to agent on chat service. Advised of the issue with latency and speed. Advised agent I was a portable internet sub and that I used an OSU. Agent told me chat service reps can’t deal with OSU customers, and that I would have to call the gateway number and speak to a tech support agent on the phone.

November 13th (11:00pm - 11:30pm) Don't remember name
Called gateway and spoke to another agent. Gave all details of my follies through Rogers land. He opened case # c28810178. Advised Rogers would call when resolved.

November 14th
Received automated message on machine advising me to call Rogers re: issue

November 15th (9:30pm) Adam
Called gateway and spoke to Adam. Agent advised me that Rogers needed more information for my case, and that they had closed my case. Gave agent all information regarding issues with my connection. Advised that between 9pm and 12am, latency is on average between 2000-3000ms. Agent pinged other users attached to the same base station as myself (00f03cb4) and found that those which weren’t timing out (because latency was so high) were at the same levels as myself. I ran real time speed tests which indicated download average at .40 mb/s and upload average at .08 mb/s. Ping levels remained between 2000-3000 throughout our conversation. This is the only agent who seemed to actually know what he was talking about, and who made an effort to seek out the cause of the issue.
Agent took data from 3 subscribers other then myself and submitted ticket # c28929359.

November 17th (7:34pm - 8:00pm) Edmond
Called to check on the status of case #c28929359.
No call received by myself. Agent advised case has been returned due to insufficient information. Agent must get more information from system and from me.
Asking basic diagnostic questions again (move the modem, advised it’s an OSU. Agent requested I try different computer, advised steps that were taken on previous call and that the problem is not my modem.
Agent forwarded case # c29211343 with new information (none of which was from me). I explained that between the hours of 8:30pm and 12:00am I cannot use the internet and I wondered what I was paying more than $50 per month for...Agent advised to refer to notes on account when issue is resolved for a credit to be issued.

November 20th (8:20pm – 8:40pm) Spoke to Garif
IVR prompted me to press 1 if my call was about my ticket. I pressed one. Agent answered and didn’t know he was on queue for addressing my ticket. Advised agent I was calling to get an update. Agent advises that my ticket has come back from engineering yet again. Advised that it has been 72 hrs and I was not called regarding my ticket.
Agent advised that engineering wants more information (yet again) regarding my latency. I told agent that currently (8:30pm) the latency was fine, so he would be collecting information which is not pertinent to my case. I told him I would call back when the latency is abnormal (which happens after 9:00pm). Waiting to call back.

November 21th (9:04pm – 9:46pm) Spoke to Stephen
Spoke to agent. Advised of case # and that it’s after 9pm and to please run the tests requested by engineering now. He did. Pinged other users on base station (there were 19 at the time). Most users he was able to ping had major packet loss and latency around 3000ms. This confirms my theory that it isn’t my modem which is troubled. Agent requested that I email a “tracert”, “ipconfig” and “ping www.rogers.com” test to him at Kooleo_k@yahoo.ca. Done. New case number was created (Case# c29568645.

November 24th – Received an automated call from Rogers telling me that my issue was resolved, and to contact them if there are any further problems.
November 26th (8:56pm - 9:23pm) Spoke to Carsten
Gave agent the whole story again, all details. Agent advised that engineering didn’t close the case # but again requested more information. Agent advised he is going to speak to his second level support. Advised agent to tell second level that I am getting rather fed up with this, and will soon consider cancelling services. Waited on hold. Agent advised that it must be a problem with my modem otherwise this would be an area issue. I advised that each time I call, and agents ping other modems attached to this base station, the results are massive packet loss and latency. It cannot possibly be my modem. Agent advised will go on hold again and speak to second level support again. Waiting on hold. Agent came back and advised that the ticket isn’t closed but that they requested more information. He would issue new case number. Case # c29768987. Agent gave me all the usual “sorry for your frusteration” and “we want to keep you a customer and we promise to get this resolved”. I advised that I would wait to hear back in 48 hours again. Agent also confirmed my number as a 905 number. This is the second time I’ve heard that number from Rogers agents. No idea what it is, and have never owned a 905 number. Asked if my modem was someone else’s before it was shipped to me? Agent said no. Curious why that number keeps showing up. Agent said he would look after my case personally and call me when there are some more answers. Yeah right. Will wait and see

[gdmaclew]

Don't waste your time Raptureboi.
This has been an on-going problem for me for 2 years.
I went through everything you did..in fact it's almost a mirror image of what I went through. I took me 2 years and 7 tickets to get a front line manager to admit that the service is overloaded and can't handle the clients using it.
Essentially Portable Internet is an old, obsolete technology and Rogers doesn't give a fig about the problems its customers are having with it.
It all boils down to Rogers releasing a technology that they knew couldn't handle the traffic that they knew was going to happen.

I wrote to the President of Rogers in August not expecting to get a response but I did get a phone call within a week. (I almost fell out of my chair).
After explaining my long-standing problems, he offered me $100 off a Rocket Hub. I agreed but wondered about the e-mail conversion problem I had heard about transferring from Portable Internet to the Rocket Hub.
He said he was aware of the problem and it was being looked into.
I told him I would hold off on buying the Hub until I heard from him.
He called me back 2 weeks later to let me know they were still looking into it.
Since then I have had no call from him, even after submitting another 2 complaints the same way I had done originally. The most recent was 2 days ago.

If I were you I would submit a complaint using the Support tab on Rogers' website.
The more we complain about this disgusting situation, the better chance we have of actually being listened to.
If you don't get a response from the Presitent's Office, write to the Ombudsman giving him all the info you posted here (you did a great job, by the way).
Scream as loudly as you can...maybe they will listen.

[rob1]

Resurrecting this thread...

Believe it or not Wimax is now available in may area....even though it's considered a EOL product.

Speeds are good so far - much better then what I have been getting lately with Bell's HSPA Turbo Stick.

Anyway - I would like to mount the portable modem in the garage but was wondering if the heat/cold/moisture would take it's toll on the modem?

Then I though if I put it in a sealed box of some sort would that help?

Suggestions.........

PS.

The reason I want to put in the garage is I get a good signal there and I do not inside the house.

Cheers

[gexgeko]

Hi Rob

Well maybe all those people have moved on to 4G? good 4u tho,
It's been a long time since i entered this topic, but, what is the modem you have?
We can then check the MFG for operatiing specs/ conditions.

I can tell you I have a WRT54GL router acting as an Access Point on a tower @ 40 feet enclosed within a scepter 10"x10" box, it's been there for 3 yrs now with no shutdown (Canadian Winters and Summers) who's MFG site says operating temp 0 to 40c and I have had no troubles.

[rob1]

Gexgeko,

It's a refurbed unit from Bell - A google search comes up with a CPEi 100.

I found a spec sheet for it here:

Link

Operating temp 0C - 40C

As far as your scepter box...did you just seal it tight or are you allowing for ventilation? Any pics?

Cheers

[gexgeko]

So freezing to 104 F

Nope no ventalation sealed watertight within the enclosure, I did however add a heatsink to the RF chip on the circuit board, thanks to a user from this forum who donated them to me.

Pix here, now I've made numerous changes to this but it's some what close.

http://www.digitalhome.ca/forum/pict...pictureid=4359


wow small pic... oh well.
pm me with your Email and I can send better image, if you like.

[rob1]

yep - 0 - 40c

Of course we get below freezing...but so do you so I think I'm OK.

Cheers

[gexgeko]

Ya, you're OK.

[Petee_C]

interesting...

we sign up for Roger's Portable for July,August,Sept to use at the cottage. My FIL called to cancel it for Sept 15th, was told that next year, it wouldn't be available....

P

[hugh]

really? That would be big news.

[Pinza]

As a Rogers Portable User (WiMax) I can only hope they are coming out with something better.

[gexgeko]

No surprise, rogers and bell will dump this as they went and invested into the Cellular 4G, and it is better/
This wimax is dead, Look into this http://www.bell.ca/shopping/en_CA_ON...etGear.details

and this, https://www.orderrogers.ca/rocket/hub as it's here to stay.
Works over the existing Network and is implimented.

I prefer bell.
WiMax is dead/