My ROGERS Adventure
October 1, 2004
you're experiencing very slow speeds using Rogers, here's a fix that might work
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OS: Windows 9x/ME/2K/XP | version:
1.0 | date: 04/25/02 |
Filesize: 425 KB
all started in December 1998...
Yup - it's been that
long, and I haven't left 'em.
I had problems for the first month [you can read
about that below...], then things were OK, then they weren't. then they were,
then they weren't - you get the picture. But I have this need for speed, y'see...
created and maintain a (free) Canadian social research links website called (appropriately
enough) Canadian Social Research
Links. My Rogers cable Internet connection is a valuable asset when I work
on that site, because I get to visit more sites more quickly and thus work more
efficiently - way more efficiently. Without trivializing the problems that
some people continue to encounter with Rogers' performance, stability and support,
my own experience is that Rogers has been steadily improving since they broke
free from Excite@Home.
now that I'm really happy with Rogers...
I mean it - I'm really happy with Rogers.
website of the Residential Broadband Users'
Association for discussion about Rogers' service...
latest improvement (for me) in Rogers' service is the move to Yahoo! Mail ---
best thing that Rogers could have done to improve customer relations!
rest of this page is something that I created back in early 1999 when I was having
startup problems with then-Rogers@home.com --- just venting my spleen.
just keeping it here for a smile, 'cause some people said they liked the Monica
Once upon a time...
| THE @HOME PROTAGONISTS: ||Me:
The "little guy" |
- My first visit to the World
Wide Web was in October 1995
- I've had my own website
since November 1997 (URL is at the bottom of this page)
surf the net extensively at the office and home
have Internet service experience with (in order) America Online, CompuServe, Netcom
- I'm not a techie - just someone
who knows a good Internet Service Provider --- and good customer relations (subjectively,
- munificent corporate good guys or Spawn of the Devil?
|THE @HOME SETTING: ||
I'm getting ahead of myself.
- Fall 1998 - ROGERS inundates the Ottawa market with an
offer that's hard to beat: unlimited high-speed cable access to the net, up to
five e-mail accounts, each with 5MB server space for web pages , waiver of the
$15/mo. modem rental fee for the first six months after installation --- all for
- In hindsight, this is very much
like the AOL saturation marketing technique: - get a whole slew of people signed
up, THEN try to work out the problems caused by the surge in demand...
- Since November 1997, I've been with Comnet, an Internet
Service Provider here in Ottawa.
- My Comnet
account runs from a humble little 28.8K modem on my home computer.
I work a lot on my website, Canadian Social
- I figured I deserved good working
tools, and ROGERS' deal sounded good.
- I "signed
up" in mid-November, with installation scheduled for December 1st.
|The @HOME Installation:
1 - cable guy came on time, did an excellent job installing new cable to my computer
and my new LanCity modem; another guy (computer techie) came, also on time, did
a quick installation of my network card, connected me to @HOME, showed me a few
basics on the @HOME page and left. The whole installation went swimmimgly from
start to finish.
So far so good.
MEMO TO MYSELF: next time (!) get the techie to do some large downloads before
is me dancing for joy on December 1, 1998.|
|The @HOME Shock:
2-3-4: Tested my new connection on a variety of downloads/file transfers - especially
ROGERS' own graphic speed test "guy-on-a-bike" 943K file - http://www.home.com/home/speed.html
- ROGERS' claim of a seven-second download for the
file rang hollow: my average time was around two minutes each time
I did the test (after clearing my caches, of course).
number of other speed tests over the first few days confirmed my fears:
I was maxxing out at 8.7KPS, no matter WHAT I file was downloading or opening.
ROGERS@HOME marketing stresses "speeds attaining 100 times dial-up".
My old (28.8) dialup speed was a consistent 2.8KPS. I found it totally unacceptable
that I wasn't able to get more than three times that speed with ROGERS
- far from 100.
|The @HOME Technical Support
- First call (of about a dozen overall) to ROGERS@HOME tech
support December 5. Reasonably short wait - five to ten minutes was the longest
I ever had to stay on hold...
- Very polite, very
sympathetic guy. We did a bunch of tests, agreed that someone should come to my
house to make things right. He also took note of the fact that two of my work
colleagues had sent messages to my @HOME address only to have them bounce back
saying "Fatal Error".
- Another cable guy came to
my house in mid-December. Verified the integrity of everything up to and including
the modem (he even replaced the modem), but things didn't improve. He said he
wasn't authorized to actually do anything to my computer.
calls (to the tech support line) later, another cable guy was dispatched
to my house (December 31), once again to check the integrity of the line up to
the modem. He, too, had been told to replace the modem - even though he knew even
when he arrived that I'd already had a new modem installed in mid-December.
|@Loggerheads with @HOME:||
- Started the New Year resolving to resolve this dilemma.
Do I tell ROGERS@HOME to shove their cable where the sun don't shine OR duke it
out with them?
- The "unlimited connection time" part
of the ROGERS deal is definitely worth more than a regular "unlimited" dial-up
account (capped at 50 hrs. prime time, 50 hrs. non-prime with my old Internet
Service Provider). This was a major factor in my decision to try to fix the problem
- I initiated a two-pronged strategy
- continue calls to tech desk, but also send e-mail to ROGERS customer support
with proof of my horrendous download speeds - the 8.7KPS cap. Others I know who
have ROGERS@HOME in Ottawa are getting 50-250 KPS, depending on the traffic on
the net, by the way...
|@a Crossroad with @HOME:||
- The January 1999 issue of the Ottawa MONITOR
(the local free computer mag) panned ROGERS - "Rogers @Home hits speed bump" (this
link is no longer working...)
- For the first time,
I was considering cancelling ROGERS: no help (a LOT of genuine sympathy, but no
help) from the tech desk, no response to my e-mail message except for a "form
letter" saying that my query was in the queue. I feel abandoned by Rogers.
I've renewed my Comnet account for two extra months just because
I don't trust ROGERS' mail server...
Things come to a head with @HOME:
ROGERS' customer support called January 22 in
response to an e-mail I'd sent them originally on January 4 lamenting my slow
speeds. I'd included a copy of some test results from a download speed test page.
After some initial snide remarks about lack of speed by me and some
defensive remarks by the customer support guy, we set down to work, checking this,
downloading and installing that, etc. - for about an hour and a half...
"We" determined that my TCP/IP profiles needed tweaking because
they were optimized for my 34.4 modem instead of the ROGERS cable connection.
Following his directions I downloaded a program called iSpeed (which seems
to have disappeared from the Web since then) and installed it on my system. I
opened the program, selected the "Settings" tab, clicked "1500 (WIN95 default
value)", and saved the result. I rebooted, opened my browser, and downloaded a
large file. BINGO. Success....well, at least with the speed thing.
Since "the fix" (Jan. 22), I'm getting consistent good download
speeds (90KPS with bursts up to 250KPS is very good compared to 8.8KPS...)
Now, about the mail server thing...
in lieu of iSpeed, try TCP Optimizer
from SpeedGuide to optimize your Rogers
(this link was recently recommended by a former Rogers tech, and
it's working as at October 1, 2004.)
|.@Peace with @HOME |
All's right with the world. Someone from Rogers saw my posting
in the Rogers newsgroup a few days later about spotty mail service and took my
case in hand personally. Within 24 hours, my mail was working - and consistently,
for the many messages I've since sent myself from the office. The guy called himself
an "engineer", but I KNOW he was an angel in disguise (not in a weird way, of
course). Thank you to all the support guys - good shits every one, especially
the last one, who got me to try iSpeed!
I'm truly @peace with @home...
you're considering a move to ROGERS and you're even just a tad
just don't, okay? |
People could get hurt.
See what people have to say in local newsgroups.
If newsgroups is daunting for you, try this: go to the "Location"
box in your browser, type in "dejanews" and hit Enter - the browser will take
you to the online version of newsgroups. Use the search feature to find postings
(messages) for cable internet connections in your area, e.g., search "ROGERS@HOME
Or check the Residential
Broadband Users' Association website...
all that, if you still want to go with ROGERS, no problemo.
remember: When the computer techie finishes the installation, do a few large downloads
before he leaves, just to be on the safe side...
- Everyone at ROGERS with whom I spoke was very courteous
and very sympathetic.
But it's a BIG multinational corporation
and things move slowly - at least that was my experience.
and don't forget to check the same newsgroups ("ott.online" for people in the
Ottawa area) regularly for postings about ROGERS and Sympatico High Speed
Edition (in case you're considering Sympatico as a high-speed alternative to ROGERS,
they've got their problems too) .
Canadian Social Research
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