A Follow Up To My Latest Rogers Gigabit Internet Issue: Is It Resolved?

The title of this post is a bit of a different one, but it will make sense as I go along.

Since encountering another issue with my Rogers Gigabit Internet service and toying with the idea of going to Bell, something strange happened. It resolved itself. I documented what I saw before and after in the second post that I linked to. And it has continued to work flawlessly. In fact, I have checked the modem as early as this morning and found that signal strength and signal to noise ratio are all within spec. That wasn’t the case when I was troubleshooting the issue. Another data point is that Rogers sent out a senior tech and found nothing wrong.

So, since I am not a believer in things fixing themselves, I have to believe that either:

  1. Someone moved out and took some problematic equipment with them. Which in turn solved my issue.
  2. There was another type of issue within the Rogers network in my area that caused this, and has since been resolved.
  3. The issue is intermittent and will reappear at some point.

You’ll note that I am not saying that Rogers fixed this specific issue because I have no evidence that they did. Plus they wouldn’t have had time to investigate and fix this over the New Year’s weekend. Thus whatever I saw, may still be out there. I will simply have to keep an eye out and see.

Now I was dealing with Rogers Office Of The President and after a chat with them, I agreed to monitor things and reach out if the issue reappears. To that end, over the next few days I will be installing a Rasberry PI 3 running this software that I wrote about in the past couple of weeks with some custom hooks to pull the modem stats and do speed testing several times a day. I am going to start with four times a day and see how that works out. Seeing as I have had success with using this method in the past to troubleshoot other issues on my network, I am hoping that it will capture whatever it is that I am seeing.

Now some closing thoughts. Starting with a word about the Rogers Office Of The President. These people are rockstars. But the fact that you have to get an issue escalated to this level to get access to these rockstars doesn’t seem to make sense. Something that I preach to my contact center clients is that you have to put your best trained and best prepared people on the front lines. Because if you do that, you’ll get customer issues resolved quicker and get better customer satisfaction. At least, that’s what the clients who take my advice say to me. So, if I were Rogers, I’d find a way to do that sooner rather than later. Which brings me to my last point. During this latest go round with Rogers, 41 people emailed and Tweeted at me to tell me their stories about issues they’ve had with their Gigabit service. That’s not good if you’re Rogers. But I have some free advice for them. If I were running Rogers, I’d start proactively testing the connections of customers who have Gigabit service. And if they find anything amiss, then they should reach out to those customers and say something like “We see that you have a potential problem with your service and we’ll going to work towards resolving it.” That would make those customers feel better as they didn’t have to report an issue. Rogers found it because they are looking out for their customers. Right now I don’t know how the emails and Tweets that I have received relate to their overall customer base, but unhappy customers will eventually lead to bad press. That’s something that no company can afford these days. Thus I’d advise Rogers to take a proactive stance on this to address those people (and whomever else is out there who isn’t emailing or Tweeting someone) to make sure that this doesn’t snowball.


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