Did Rogers scam me?

[kyobukan]

I have had extreme for a week now and they have confirmed I have extreme.
I test my speed a number of times a day at toast.net, dslreports and myspeed.rogers and I have not gone above 2.8Mbps.

Here is part of the nonsense they sent me today:


We understand your frustration and apologize for any inconvenience. We

have looked at your entire network segment as well as your modem levels

and did not find any performance issues at this current time.

Our records indicate your service is Hi-Speed Extreme (which is the very

fastest tier of service).

In order for us to further diagnose this problem, we ask you email us

some trace routes to some of the sites from which you are experiencing

long delays. By reviewing your trace route we may be able to determine

why you are experiencing slow performance.



To perform a trace route in Windows:



1) Go to an MS-DOS prompt by clicking on START > RUN then typing

'command' (without the quotations)



2) Type tracert (domain name) i.e. tracert www.websitename.com (http://www.thecomputermechanics.com/forums/www.websitename.com)



3) Click the "dotted box" button in the top left corner of the DOS

window. This will allow you to select text in the window.

4) Go to Edit and then click Select All.

5) Once selected, click the dotted box in the upper left hand corner

once again, go to Edit, then click Copy.



6) You can then paste this information into the body of the email by

right clicking into the body of the email and clicking Paste.



Please also provide your ISP connection information (including both the

primary and secondary DNS server IP addresses). As well, we ask that you

be connected via a direct connection from the cable modem to your

computer (not through a router or hub). You may obtain this information

by running the 'ipconfig' utility for Win XP (see further below). Please

be sure to include NIC hardware address, IP address, subnet mask,

gateway, among some of the other information.



For Win XP/2000:

-----------------

If you are running Win XP, you must first go to the command prompt by

following the options below:



1. Click START>RUN>, and then type 'CMD' and press ok.



2. At the command prompt, type "IPCONFIG /ALL" (to view IP address).



[Copy and paste ALL of the information in a return email to us.]



3. At the command prompt, type "IPCONFIG /RELEASE" (to release IP).



4. At the command prompt, type "IPCONFIG /RENEW" (to renew IP).



5. At the command prompt type "EXIT" (to exit back to the desktop).



any advice?

[Swordfish]

That looks like an area problem and the exact same thing that I went though I know they had me do it. The best thing you can do is send that stuff in to them, If they dont resolve it via e-mail, call them and ask for a tech to come out and check your lines. (1-888-288-4663 )

Also try moveing your modem away from the computer, unplug it and plug it directly into the wall ( no power bar)

If the tech at your house can't find anything wrong ask for a new modem did they give you the Motorola SB5100?

Good luck!

[kyobukan]

thank you
YES I have the 5100

[Swordfish]

Yourwelcome :)

OK thats the standard one they give out I wasnt sure if you had a webstar DOCSIS from what I understand there is a firmware problem with the webstar modems

[kyobukan]

So I called and told them to cancel my service, The guy put me on hold then came back and asked me to unplug the modem for 30 seconds...put me on hold again...asked me to test the speed. BAM 4.99Mbps

I was happy but I should have had the speed 3 weeks ago.

[bpbpbp]

So I called and told them to cancel my service, The guy put me on hold then came back and asked me to unplug the modem for 30 seconds...put me on hold again...asked me to test the speed. BAM 4.99Mbps
I was happy but I should have had the speed 3 weeks ago.

I bet if you sounded angry and pointed that out and didn't "let go" as soon as you saw the 4.99 Mbps, they might credit your account (or is it debit?).


It's like they just flick a switch and everything's fine again eh? WE'll see how long this lasts. Before, i used to call alot and complain. During the call, they'd basically tell me to do what you did - all that BS. Once i start sounding pissed or threaten them like that (e.g. cancelling service), its like they flick a switch, tell you to try it again, and it works - shortly after its all messed up again.

Similar thing happens when techies come to my house and check things out. Once they come, they do their checks eveything is fine. As soon as they're gone, its all f***ed again.