It makes you wonder how incompetent a single group of people can be, but Rogers just keeps reaching for new heights.
Last night I noticed my internet connection was acting a little weird. I brushed it off. This morning I got up and the situation hadn’t remedied itself, so I tried to figure out what the problem was. For giggles I tried running their provided “Self-Healing Software” only to find that it crashed the first three times I tried to load it.
After trying to load various sites, I figured it was probably their DNS server. For giggles I went into the TCP/IP property sheet and sub’ed in two “alternate” DNS servers I use when things go sideways. Lo and behold, my internet sprang to life with a speed I haven’t seen in a long time.
So I picked up the phone to call them. Mostly to tell them they had a problem and partially to see if they already knew. I was on hold for 20 minutes. I finally spoke to a rep, who seemed to be as angry at Rogers as I was. He said the issue had existed since 8:30pm last night (more than 12 hours ago) and that they seemed unable to do anything about it. He seemed genuinely concerned for the customers who he seemed to feel were being treated badly. I told him what I’d done, and he gave me the usual Rogers scripted response about “not being able to condone” such an activity, and added that he couldn’t give other customers my advice or else he’d lose my job. But then he added, “I’ll keep it in mind for when I get home after work”.
TWELVE HOURS of abysmal service have passed, and they can’t find ANYONE who possesses the skills to walk up to a machine and REBOOT it or find someone who can temporarily skew the DHCP to point somewhere else UNTIL the server is fixed. I thought this was the kind of technical expertise that the alliance with Yahoo was going to bring? Apparently not.
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