On November 18th, we blogged about the fact that some of our cable Internet clients in Ontario were experiencing DHCP issues and were completely offline. At its peak, this issue affected approximately 1,200 clients. Believe us, we were, and remain, as frustrated as you. We have been pressing the CRTC and Rogers at our highest levels and theirs to get this fixed, once and for all.
The good news is we now have some (good news, that is):
· 95% of those 1,200 clients are back online
· DHCP issues at three major POIs, Bloor, Scarlett and Wolfedale, have largely been resolved
· Because the number of users affected has greatly decreased, wait times in our call centre have decreased as well
· As promised, credits will be issued to those who experienced downtime
Other news: Approximately 70 cable clients remain affected. Toronto and North York are the two areas in which the majority of DHCP issues are ongoing, especially the McNicoll POI. As well, rolling outages may occur as further node splitting upgrades Rogers’ cable lines. That is, Rogers disconnects, then reconnects, and then remembers to move your IP address to the new equipment… in a perfect world. Possibly, given the frustration we have experienced to date, the last step will be forgotten, as it was for some of our customers last month. We are fighting hard to ensure no one’s IP address is “left behind”, and fighting, too, to be given advance notice of wherethe rolling outages may occur.
How we are taking action: We continue to press Rogers for attention on this, but, unsatisfied, we got in touch with the CRTC, which in turn has engaged Rogers. Although we currently do not have an ETA, we anticipate results shortly and will update you the minute we hear back.
What you can do: Be assured this does not mean anyone expects you to sit back (in front of a dark monitor) and take it. Let us know if your outage exceeds a few hours. On our side, we’ll do our best to keep you informed and, most importantly, connected.
Pierre Aube Jr – VP Operations/TekSavvy