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Advice on my issues...dealing with Rogers

9303 Views 39 Replies 10 Participants Last post by  corpfan1
I will try to outline my story as best I is complicated and very frustrating. I am looking for advice or ideas on how to move forward and what I should be asking when speaking to the Office of the President and customer service.

- This issue has been ongoing for about 2 years now...there have been 14 techs out to visit my apartment including 2 senior techs. I live in a 21-story building in Brampton.

About 2 years ago, I started experiencing intermittent pixelation on several channels (mostly HD). It has "seemed" to progessively worsen with time.

I had 7 techs (1 senior) out last year and all "saw" the problem. Most of them replaced all my cabling, splitter, inserted a booster, removed a booster, replaced my PVR 3 times, told me to replace my HDMI cables, etc...

Nothing was solved.

Over that time, I was credited 2 months free...

I got used to the issue and kind of just gave up because I was frustrated and extremely tired of having to move furniture, be home, replace cables, make calls to technical support, etc...

The pixellation seemed to worsen this summer and I decided that I have had enough of it, especially since I bought a $6000 Pioneer Kuro and new set of speakers.

So, I started calling in again to see if the problem could get resolved...

Again, more techs, more redundancy. I got another 1 month credit. Still pixelation...this time the techs finally came to the conclusion that the issue isn't INSIDE MY APARTMENT UNIT.

Another tech came out (claiming to be a senior tech - I was told later he was not) and didn't do anything except tell me that he sees this problem all the time and that nothing could be done as it is a "building issue" and that I should "move" or "switch to Bell". He then told me that what he said is "off the record" and that I shouldn't tell anyone what he said as he was "just being honest with me".

I complained again that I was still having issues...So, they sent a senior tech to come monitor the feed from the main cable box in the building. He came twice and sat in the hallway to monitor the feed on a small monitor. He stayed for 2 hours each time...1st time with a digital box (4250?)...and then with a PVR (8300). He had me on the cell phone watching my tv and told me to tell him when I see pixelation and he would turn to the channel to see if he could see the same. Of course, he saw no issues at all...but then again, I wasn't seeing many occurrences as it was during the late afternoon - when the issue seems to be least prevalent. I explained to him that my issue seemed to be most prevalent during evening hours and weekends and he said that was "nonsense" and "impossible" as time of day can not affect the signal...yet I am 100% sure that it worsens at night and on the weekends.

After asking me if I was "really seeing the issue?", he concluded that the feed is fine and that the issue must be between my apartment and the cable room (cables within the concrete walls). He sent that as his report and said he doubted that anything could be done as they wouldn't be able to replace the 40 year old cables in the concrete walls. He gave me his cell phone number and told me he would contact me over the next week to 10 days with any solutions, etc...

I did not hear back from him. I waited 10 days and called him leaving a message indicating that the problems had continued and that the picture quality seemed to get worse and that also some of my Super Sports Pack channels were no longer working. I was also experiencing blurring/pixelation during fast moving scenes in movies and sports. He did not return my call.

I tried again, 7 days later - no answer, no return call.

I put another call into Rogers tech support, and again they sent a tech to investigate the issues, especially the Sports Pack channels not working (just showing black). I am currently dealing with that as channels 378, 379, 380, 381, 495, 496, 497 (all at 435mHz) have been black during events (and all the time). This tech's boss is now trying to solve the issue. The phone techs said they show them working at their office and that they see a "really weak" signal coming to my digital box. Yet the tech that was here says the signal is fine.

I sent a letter to the office of the president, and they called me back 3 times - all early in the morning when I was sleeping. They left a message each time, but no return number to call. They then sent me a letter indicating that they tried calling, but was unable to reach me and that I should call 1-XXX-XXX-XXXX to get ahold of someone. I tried calling, but it keeps going to a automated message and directory that requires a password. #, 0, * didn't work to get to an operator or anything - it just would hang up.

I have sent another letter to the office of the president and have not heard back at all for 10 days now.

So, to recap...

- I have intermittent pixelation that can get really bad at times (sometimes breaking up the pic and sound every 30 seconds for about 1 second continuously for an hour or more).

- 7 of the Super Sports Pack channels don't work. They are just showing black at all times, even during scheduled football and hockey games.

- I am now getting breakup / pixelation during fast moving scenes in movies and sports (this just started in the last 3 weeks since the last senior tech was monitoring things in the main cable room).

Any suggestions? Unfortunately, I can't get any other service in my building as they are Rogers exclusive and don't allow satellite dishes.

Please help.
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I have a friend with similar problems to yours. He put up a Bell dish beside his washer/dryer combo facing south-west INSIDE his small apartment laundry/powder room. He still pulls in 75+ signal strength even with the dish being on the wrong side of the glass. It solved his problem, maybe it could be something for you to consider?? Also, Bell gave him a pretty sweet 2 year deal for switching over to them..
Bottom line is Rogers and/or the building are not going to spend a dime to upgrade or repair anything unless they are receiving a lot more than a couple of complaints from the tenants. The cost of repairing your problem is more than what you are worth to them. Sadly, it's just a reality of the way things are done today..
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