Archive for Rogers

Rogers Deep Sixes Shomi

Posted in Commentary with tags on September 26, 2016 by itnerd

Remember Shomi? The streaming service created by Rogers and Shaw to grab a share of the streaming market back in 2014? It looks like that this venture is over. Rogers this afternoon said it is pulling the plug on the streaming service. November 30, 2016 is the last day that the service will exist. I guess they couldn’t crack the market that is pretty much owned by Netflix.To top it off, it’s going to cost Rogers approximately $100 million to $140 million in its third-quarter earnings ending on September 30th, 2016. Though, you could kind of see that this was coming as Rogers recently started bundling Netflix with some of their offerings

One has to wonder if Crave TV is next. We’ll see.

I Now Have Rogers Ignite Gigabit Internet…. And It Works

Posted in Commentary with tags on September 25, 2016 by itnerd

You might recall that my wife and I got Rogers Ignite Gigabit Internet and it came out of the box not working. That led to this story on the subject, which detailed how horribly sideways this experience went from multiple angles. That led to people e-mailing me with their issues with getting Rogers Ignite Gigabit Internet to work as advertised. Plus Some of them dumping Rogers for Bell out of frustration. The Rogers Social Media Team to their credit responded to my issue and got the ball rolling to make sure that the issue would get addressed. The issue was escalated to the Office Of The President, which in Rogers speak means that they took the issue very seriously and a senior technician was going to dispatched to look at the my setup. I have to admit that I was dubious that this was going to get addressed, but I decided to go with it.

The technician was scheduled to arrived at 8AM to 10AM on Sunday. He arrived just before 9AM. He started out working at the Rogers box that was outside our building. He made a number of changes in the box that ultimately addressed not only this issue, but gave us better quality HDTV. Now, it was good before, but it is way better now as the picture detail is now much better, and the color contrast was also much better. That implied that we had a problem for a while and never clued in on it because or picked up on it because everything seemed to be fine until we tried to get Gigabit Internet.

But the main reason why this tech was out here was to make the Internet work as advertised. Here’s what the speed was before from the Rogers modem:


Here’s what I am getting now:

Screen Shot 2016-09-25 at 9.54.17 AM.jpg

As you can see, this is significantly better. You are never going to get 1 Gbps from a consumer Internet provider. But this result is in line with what you should get. Thus I declare this to be acceptable. The tech then came into our unit to do additional testing and to verify that everything was working. He was very professional and thorough which is something that I appreciate.

Now this should be the part where I should celebrate and enjoy my new super fast Internet service. But I’d like to point out something. I have to wonder if the reason why I got this attention was because I have a blog that has 3000 to 5000 people visiting said blog every day. Would the average Rogers customer get this level of attention? Given that I continue to get e-mails on this subject from frustrated Rogers customers, and ex Rogers customers, and this thread on Red Flag Deals continues to grow, it implies that maybe that’s not the case. In an ideal world, a customer should be able get a modem, plug it in, and get the Internet speeds that they pay for. If they can’t get it to work, the customer should be able to find someone who can help resolve the issue in a timely manner with minimal fuss. None of this happened to me. On top of that, promises were made by Rogers Tech Support that had the Social Media Team not intervened, would not have been kept. Rogers needs to address all of that right away as Bell Canada is hyper aggressive in terms of trying to take customers from them based on how often they are in our condo offering us some very attractive deals on a frequent basis. Also none of this helps Rogers pubic perception, which is something that they’ve had problems with in the past. Finally, it doesn’t encourage us to remain customers of Rogers. Seeing as this is a 12 month deal, you can guarantee that we will revisit our relationship with Rogers at that time.

Over to you Rogers.

Rogers Ignite Gigabit Internet: Not Living Up To The Hype [UPDATED x5]

Posted in Commentary with tags on September 22, 2016 by itnerd

As you recall from my story on doing jury duty yesterday was that my wife and I tweaked what we were getting from Rogers to save a few bucks. Part of that included moving to Rogers Ignite Gigabit Internet which promises “up to” 1GB downstream and “up to” 50 Mbps downstream. To get these speeds, we had to swap out the Rogers modem that we have had for the last two years. That wasn’t a big deal as my wife was able to do so when she got home. However when I plugged it in and tested my speed from the modem directly using an Ethernet cable (which by the way is something you should always do to see if everything is working), this is the speed that I got using Rogers own speed test:

Screen Shot 2016-09-22 at 9.19.58 AM.jpg

This isn’t even close to Gigabit speed. Now I get the fact that you will never get Gigabit speed and ISPs like Rogers will always use the words “up to” to cover themselves on that front. But to only be able to serve up 37% of the maximum speed is pretty sad. So I decided to contact Rogers Tech Support via the chat window that happened to pop up while I was looking at this. The first person that I spoke verified some information to make sure that he was speaking to the right person, and then he did some troubleshooting and found problems with my line. To try and fix it, he had to do some things on his end and reboot them modem. Since I was chatting to him on the line that was about to be disconnected, he gave me a case number and told me to give it to the next person that I spoke to. I watched the modem reboot and when it came back I re-ran the speed test and got a similar result. So it was back to chat window and I connected with a second person who I gave the case number to. The only problem was that the case number, which I had copied and pasted out of the chat window was “referring to some other case.”


As a result, I had to start over again with verifying my information and explaining my issue. Then the person I was speaking to accused me of having a third party router connected to the Rogers modem despite the fact that I told him right up front that I was troubleshooting this directly from the modem. I was seriously unimpressed by that as it implies that this is a way for them to get people “off the line” so to speak as opposed to actually troubleshooting the issue. So after some very pointed but civil words to point out what my problem statement was and how I was troubleshooting the issue, he did some troubleshooting of his own and concluded that he had to send out a tech as there was a problem with the line. He gave me a case number(after I asked for it twice by the way), made an appointment for Sunday morning to have the tech show up at our condo and sent me on my way.

Total time invested: Two hours.

Ignoring that this interaction was less than stellar, and by that I mean the second half of this interaction with the second person that I spoke to, I found this to be very odd. So I used my friend Google to do some research. As a result I found a 40 page thread on Red Flag Deals that detailed exactly the sort of problems that I was having. Let me give you a few examples:

Signed up yesterday. I am still getting speeds close to my 250u (wired directly to the 3552 modem). I verified I am on gigabit ( CTS MAC, on my rogers, latest 0.21 firmware etc etc). Anything else I should be looking at before giving a call to tech support?



I just called and checked if my area is already on Gigabit since I’m already on Casa since early July but not yet available in my specific address. They switched it to Gigabit but I’m getting only 400mbps max down and 32mbps up. latest firmware .22 also.

They will send someone to check my router and the area tomorrow


I have no idea if Rogers is even activity doing anything about it. The troubleshot over the phone the last time I called it and they couldn’t explain why I was getting only 300Mbps down.

I asked if there was any compensation given I am “paying for” gigabit speeds but getting 250u speeds. CSR said there shouldn’t be an issue with that…but I would need to call it once the issue is resolved.

Those quotes were from the last month, but if you read through this Red Flag Deals thread, it’s pretty clear that Rogers has issues with the Ignite Gigabit Internet service as lots and lots of people are having issues getting anywhere near the speeds that they are promised by Rogers. Quite frankly, Rogers Ignite Gigabit Internet doesn’t appear to ready for prime time from the looks of it. This is shocking seeing as it is 2016 and Rogers has spent a lot of time and effort on their Internet service to try and be the top of the heap in Canada when it comes to Internet access. Now I will see how the tech visit goes and if I get anywhere close to Gigabit speeds as a result of the visit. But my sense is that we may have made a bit of mistake by agreeing to switch to Rogers Ignite Gigabit Internet. But we will see if that is the case or not.

To be continued.

UPDATE: I’ve had several readers contact me via e-mail with similar issues with Rogers Ignite Gigabit Internet. Here’s a few examples:

I complained to Rogers about getting slow speeds with Gigabit Internet. Rogers had a ticket open for two months and nothing happened. So I switched to Bell and got the speed I paid for. When I called Rogers to cancel, it was only then that they cared about my issue. I suggest that you look at Bell for Gigabit Internet if it’s available wherever you live. 


I’ve never gotten anywhere near Gigabit speeds. Rogers really needs to take responsibility for this and fix this. 


I had a really bad experience trying to get this service to work from Rogers. Then Bell Fibe came to my area and I couldn’t switch fast enough. 

It really sounds like my wife and I made a big mistake by upgrading our Internet service. We’ll be considering our options if the tech visit on Sunday doesn’t resolve this issue. Frankly, based on the feedback I am getting, I am not hopeful.

UPDATE #2: Surprise. Rogers reached out to me on Twitter minutes after I posted this update.

Direct message sent. Update to come.

UPDATE #3: After a conversation via Twitter, I am even less happy than I was before. The agent that I spoke to on the RogersHelps Twitter feed via direct message informed me that the tech appointment that we thought we had on Sunday doesn’t exist on their system. And the case number that the second tech gave me pulled up an interaction from 2012 and not related to my account. You can imagine that I was less than impressed. But the agent that I traded direct messages with understood my frustration and booked the appointment for me and gave me a reference number…. Though in the back of my mind I have to wonder it that means anything as I asked for case numbers from from the people that I spoke to last night. The agent also promised to forward my concerns to the Office Of The President as well as promising me that they will call me within 48 business hours.

Clearly the second agent that I spoke to was really someone who shouldn’t be working for a company like Rogers. The Rogers rep on Twitter ask me some very specific info about him and I am guessing that some sort of disciplinary action is coming towards the agent in question. One of the things that I do is set up call centers, do consulting on how call centers should operate, and train call center agents. This is the sort of thing that I advise my clients to take a very hard line on as it negatively affects the public image of the company that they work for. In fact, I advise a “one strike rule.” Meaning you give them one chance to never repeat this sort of behavior, and if they do, fire them. The logic is, your reputation matters and your employees have to be on board with that. If they’re not, then bad things can happen. This blog post is an example of a bad thing that can happen if you’re Rogers. Three to five thousand a people a day visit this blog. And they have seen me write negative things about Rogers. On top of that, readers shared with me their own negative stories about Rogers. This is not good if you’re Rogers. And it perhaps highlights that they have some serious issues that they need to address. 

Frankly, this whole interaction has left a really negative taste in the mouths of my wife and I, and we are reconsidering our relationship with Rogers seeing as Bell is aggressively trying to win our business and has put Fibe into our condo not too long ago. While I will post an update, I am dubious that this will change given what has gone on so far. But I am open to Rogers surprising me.

To be continued.

UPDATE #4: I just got off the phone with the Office Of The President. The person that I spoke to is going to take full ownership of this issue and it will be escalated to someone who will resolve it quickly. We’ll see what happens next.

UPDATE #5: I have a detailed update on this story that you can read here.

Rogers Cancelling iPhone 7 Orders?

Posted in Commentary with tags on September 15, 2016 by itnerd

At present, I am tracking Twitter traffic that seems to imply that Rogers is cancelling iPhone 7 orders for some reason. Here’s some examples of what I am seeing:

At this point it is not clear why this is going on, though the second Tweet that I posted suggests that Rogers found some way to screw this up and tick off a very passionate group of smartphone users in the process. Rogers hasn’t put out any sort of official statement as far as I can tell, but it will be interesting to see what they way if and when they do. Watch this space for more details.


PSA: Redeem Your Rogers Rewards Points Before They Expire In June

Posted in Commentary with tags on January 25, 2016 by itnerd

If you’re a Rogers customer, chances are you’ve been collecting Rogers Rewards points by spending money with the Canadian telco. In case you weren’t aware, Rogers announced last April that they were deep sixing the program two years after they started the program. By the way, you stopped getting points in December and you’ll lose any points the you’ve earned in June of 2016. Thus, what you need to do to before June of 2016:

  1. Log into your Rogers account online at
  2. Pick and choose the rewards that you want.

The process is dead simple and points can be used for content, such as movie rentals from Rogers on Demand, or discounts on things like smartphone upgrades. Thus you should be able to find something that you can use. In the case of my wife and I, we redeemed the 7100 points that we had for $70 in gift certificates for The Shopping Channel, and 50 minutes of North American calling on our home phone that we’ll use to phone a friend who lives in the DC area and is likely snowed in.

Make sure you act soon to score the rewards that you’ve earned.

Rogers Responds To My Story About Injecting “Friendly Reminder” About Their Modems [UPDATED]

Posted in Commentary with tags on January 19, 2016 by itnerd

You might recall that I wrote about Rogers using JavaScript injections into the browsers of users to give “friendly reminders” about changing the passwords on their Rogers supplied modem+router. Not only that, the configurations of some users (myself included) combined with the fact that the messages sort of implied that Rogers somehow kept track of passwords rubbed some the wrong way. I got a response from Rogers on this yesterday and I have reprinted the relevant parts below:

We thought the New Year was a great time for people to set a resolution to create new, strong passwords that will help boost their online security. As you know, regularly changing your passwords for everything you do online, from banking to social media to your home WiFi network can help protect against vulnerabilities.

We’ve been posting messages on social media since the New Year began, and we’re also reaching out to customers directly to ask people to set strong passwords, including those who are relying on the original default passwords that came with their modem.

And to answer your question specifically – no, we don’t keep track of people’s modem names or passwords.

That statement answered one of my questions, but I still had two questions which I posed to Rogers:

  1. Why use a JavaScript injection to deliver this message? For someone like me who makes a living stopping JavaScript injections from infecting corporate networks, that’s a MAJOR no-no?
  2. Many of the people who aren’t thrilled about this (myself included) have your modems in bridge mode which makes this a non-factor. I am guessing that you can’t tell what mode the modem is, or is this just a blanket message sent out to all users?

I sent those questions yesterday and I have not received a response. After sitting on this for most of today, I decided to go ahead with this update and if Rogers responds to my questions, I’ll post another update as these are the questions that based on the comments to the original story and e-mails that I’ve received, people want answered.

UPDATE: Rogers just provided this response:

We sent direct messages to customers via email and via a pop-up in an effort to reach as many people as possible. The campaign was designed around reaching a broad range of customers to boost online security.  

Note that the question about why they used a JavaScript injection to do this wasn’t answered. But the rest of this statement allows you to fill in the blanks.

Rogers Injecting “Friendly Reminders” Into Web Pages I Surf To…WTF?

Posted in Commentary with tags on January 13, 2016 by itnerd

Rogers has been off my radar screen for a while now and I even suggested in my year end review that they might have changed their ways.

I spoke too soon.

Tonight I got home and wanted to surf to a few websites to unwind. That’s when I got a browser Javascript injection from Rogers in my web browser alerting me that my modem+router combo from them is using the default wireless password and that I should change it. Here’s a picture of the message that I got. Click the image to see it in full size:


Here’s the stupid part of this whole thing. Actually two of them:

  1. My modem is actually in bridge mode, so the WiFi router part is not even being used. If you want to know how I did that, click here.
  2. Each of the Rogers modems has a unique WiFi password (printed on a label on the modem). So it’s not that insecure as you would need physical access to the modem to get the password.

Thus there’s no reason for me to get this message.


Another thing that really bothers me is this line from the message that I received:

“Our installation records show that you did not change the default settings for the Wi-Fi network name and password for your Rogers Internet modem.”

So does that mean that Rogers is keeping track of the changes that I make to the modem from a WiFi name and password perspective? That’s very Big Brother like if that’s the case and does little to give me the warm fuzzies. I know that Rogers does have the ability to access the remotely, as I had a reader of this blog reach out to me in regards to his modem+router being accessed by a Rogers employee in a way that made him feel uncomfortable (though to be fair, Rogers did look into it when I posted the story…. though the reader still wasn’t thrilled with the results of that investigation). Thus Rogers keeping track of if I change the modem+router settings may not be a stretch.

Back to the method of injecting this message into my browser via Javascript. That smells of their attempts to alter web page content back in 2008. It was distasteful then, and it is distasteful now, not to mention that it really paints Rogers in a negative light. Not to mention that this is a popular attack vector for hackers.

Now I get why Rogers might want to do this as they’re trying to help their users. But this message, the way that it is worded, and how this message is being delivered to me does little to make me think that Rogers is trying to do the right thing. Now I know that Rogers will read this post and send me some sort of statement to put some spin on this as that’s what tends to happen whenever I write something negative about Rogers. I can’t wait to see how they explain this and when they do, I’ll tell you about it.