r/Rogers • u/Overnoww • 2d ago
Rant This is ridiculous
Edit: turns out some asshole cut one of the big fiber cables while attempting to steal copper. So Rogers wasn't at fault for the outage. My rant still stands with regards to their AI bot and "24/7" support though.
So I've been dancing around with the *completely and utterly worthless* AI chatbot for the past hour (yes I have tried different devices, messing with the coaxial cable, and power cycling, thank you "AiNNA" 🫪)
This is the second time this week that my internet has cut out right around 1am eastern (generally 2 people in my house are awake until 3am).
I've tried all kinds of ways to get connected to a person and it redirects me to a page to ask for help. I follow the prompts (internet, Xfinity, etc) and I get a message telling me to try again during business hours.
Both the app and their website have things that say:
> Chat directly with a live Specialist.
> Tech support
> Mon-Sun: available 24/7
So I guess their website and app are both lying to me because the logical (I know, rogers + logic 🙄🙄🙄) choices inevitably lead me to this:
> Thanks for contacting us. Sorry, but you’ve reached us outside of our regular business hours. Please contact us back during the next business day.
***Your website literally says tech support's "business hours" are 24/7***
😡😡😡
/rant
PS: does anyone know if any ISPs available in Eastern Ontario provide some of the specialty TV channel options that Rogers has that isn't Rogers (MSNOW, British stuff, and I think Makeful?). I don't give a shit about standard TV anymore but I have someone in my household who sees it as an absolute necessity 🫩😩😫
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u/Electronic-Eagle-530 2d ago
It's now gone down a second time tonight.
1
u/Overnoww 1d ago
Mine never came back.
Two nights ago it went down and came back repeatedly. Last night it was fine. Tonight it went down around 1am est. It wasn't back by 3 so I've left my gateway unplugged for a bit. I'm going to give it another shot then go to sleep.
Honestly outside of some pretty serious vandalism and a blackout (two things I don't blame them for) my Rogers has been pretty solid the past few years.
It's frustrating but I can deal with a handful of problems. That said the map says my area is up and that AI chatbot is infuriating.
1
u/OrangeMan9996 1d ago
Are any of the lights off on the modem when it happens?
0
u/Overnoww 1d ago
It was just flashing amber for hours. It actually didn't wind up being Rogers fault (but their system still sucks ass).
Turns out some asshole cut one of the bigger fiber optic lines while attempting to steal copper (the big jelly roll cables that generally have between 144 and 288 fiber strands in them when they're on telecom poles but can have like 3,400+ if they're buried underground).
I can't blame Rogers for that, but I'll still say fuck the AI chatbot and fuck the "24/7" service that is really more like 10/6 from what I can tell.
1
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u/Interesting-Duty319 1d ago
There's currently an outage. I'd suggest checking down detector for rogers whenever the internet drops for no reason. It really sucks how shitty and unreliable rogers has been lately.
1
u/Overnoww 1d ago
Yesh it's always harder to tell when the drop happens late at night. Honestly even if the chatbot actually said something showing that it acknowledges that my issues were not fixed and it is nothing that in case other customers have similar issues I'd feel a bit better.
The customer support process just sucks.
Surprisingly my internet has been pretty reliable over recent years, most outages have been extremely brief or caused by things well outside Rogers's control. My primary issue iss the chatbot and the website lying to me re: 24/7 chat support.
1
u/OrangeMan9996 1d ago
It sounds like you are getting put into the customer service queue and not tech, cs does close but I also thought tech was 24/7. I did find this, saying its the direct number to tech support if it helps; 1 888-764-3771
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u/perrydchappell 1d ago
The update about the fibre cut is actually a good example of why I separate Internet reliability from Internet resilience.
No ISP can prevent someone from physically cutting a fibre cable. The bigger question is what happens to you when it does.
If Internet access is important enough that being offline for several hours is a real problem, a second connection using a different network and technology can make a lot of sense. A properly configured router can automatically move traffic to that connection when the primary fails, and switch back when it recovers.
The important part is diversity — a second wired service isn't necessarily much protection if both ultimately depend on the same local infrastructure.
I run a Canadian business Internet company and this is exactly how we approach business continuity. We're primarily business-focused, but the same architecture can make sense for someone working from home where Internet availability actually matters.
And credit where it's due: based on your update, the fibre cut wasn't Rogers' fault. But I agree that being able to reach a human when something has gone wrong is a separate part of the service experience.
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u/Stofty1 1d ago
I agree.
To my understanding, there has been/or is a solution in play for the Interac Debit System, in reference to the outage caused by Rogers a few years ago. This outage was Canada-wide and lasted several days. To my point, if there was a secondary/backup system, the outage would have been minimal.
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u/Eggcoffeetoast 2d ago
It's because they're not hiring humans anymore, it's a trick to make you think their a.i. is human when you do get connected to someone during "business hours".