Internet provider · Connectivity hell
Rogers
Up to a lot. Down to not much.
Public Wi-Fi complaints
As of 5 November 2026. The chart shows complaints per full UTC day since tracking began. See how this is counted.
Public complaints
In their own words
Examples behind the count. The wall moves on its own; hover, focus or touch it to pause.
Practical help
Check Rogers, then make a case
Start with the provider’s own equipment and outage checks. Save your plan wording, repeatable measurements and support reference before asking for an investigation.
Applies to: Rogers Xfinity Gateway Gen 1 (XB6), Gen 2 (XB7), Gen 3 (XB8) and Gen 4, with the Rogers Xfinity app as of 2026. Older Rogers Hitron modems such as the CODA-4582 use different menus. · Checked 3 November 2026.
Check your Rogers Xfinity Gateway (Ignite)
These checks apply to Rogers Xfinity Gateway (Ignite). Check the model before following its menus.
Check rogers.com/outage for a known outage in your area.
Look at the light on the gateway. Solid white means online; solid red or amber means it lost the network.
If it lost the network, unplug the gateway, plug it back in and wait at least 5 minutes.
To test speed, open the app and select WiFi › Troubleshoot › Test your whole home network.
Separate the service from your home Wi-Fi
For the exact settings and supported equipment, see the Rogers Xfinity Gateway (Ignite) guide.
Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.
Compare a wired connection to the router with Wi-Fi on the same device.
Repeat the same test server during the slowdown and at a quieter time.
Record download, upload, latency and whether another household device was using the connection.
How to complain to Rogers
Use Rogers’s official support to report the fault. Request a formal complaint reference if it remains unresolved.
Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.
For the local escalation route and conditions, follow the Canada complaint guide.
Collect the evidence with Kilobat
On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.
The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.
Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.
Provider sources (10)
- Rogers Support: Manage your Rogers Xfinity Gateway ↗
- Rogers Support: How to restart or reset the Rogers Xfinity Gateway ↗
- Rogers Support: Use Port Forwarding with Rogers Xfinity ↗
- Rogers Support: Turn Bandsteering on and off for the Rogers Xfinity Gateway ↗
- Rogers Support: Manage your devices with the Rogers Xfinity app ↗
- Rogers Support: How to pause WiFi access with the Rogers Xfinity app ↗
- Rogers Support: Troubleshooting your Rogers Xfinity WiFi Boost Pod extenders ↗
- Rogers Support: How to turn on bridge mode on your Rogers Xfinity Gateway ↗
- Rogers Support: How to troubleshoot internet with Rogers Xfinity Gateway ↗
- Rogers Support: Set Up a Guest WiFi Network ↗
Your rights and escalation route
What to do if the provider does not fix it
Rules depend on where the service is supplied and on your agreement. These jurisdiction guides explain the documented process and link to official sources.
Slow internet in Canada: complain to your provider and the CCTS
Give your provider a clear chance to solve the issue. If that fails, CCTS offers a free complaint-resolution service for eligible telecom disputes.
Connect the symptom to the service you bought
Save your plan wording and the dates of the slowdown. Separate download speed, upload speed, latency and disconnections.
Record whether tests used Wi-Fi or Ethernet. Keep the original results rather than just the lowest number.
Make the provider complaint traceable
Describe the impact and the checks you already tried.
Request a service investigation and a complaint reference.
Ask for a written response and save previous communications.
Check CCTS eligibility
CCTS’s process starts after you have tried to resolve the issue with the provider. Its consumer complaint service is free.
Use its official complaint page to check scope and submit the relevant contract, service-quality or billing issue. State the outcome you seek.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Official sources
Find the failing hop
Give support something they can investigate.
When a connection fails, Kilobat checks your Mac’s Wi-Fi, router, internet access and DNS in turn. That helps separate a local signal or router problem from a fault farther along the route.
Keep dated results and test conditions. The free support report helps you explain what happened. Kilobat Pro can assemble a reviewed PDF complaint pack with measurements, an incident timeline, your plan details and the remedy you request.
You decide what to include and send it yourself. Measurements from one Mac cannot establish service-wide uptime or prove operator fault.
PDF dossier · reviewed by you
Evidence you can send
