The worst customer service imaginable.

My internet hasn't been working properly since the start of last week. I have done every measure of trouble shooting on my end possible. I have reset my modem a dozen times. Run speed tests, played with different DNS settings. It has been reset physcially by myself, through my account page on Cogeco, and by a live agent. No matter what happens, I can barely load any live stream sites, social media sites, and gaming is a disaster. I went into my docsis logs and am getting constant DHCP Renew Warnings, REG-RSP-MP Mismatches, Unicast Ranging Abort Responses, and CCAP Commanded Power violations. The moment I turn on a VPN everything returns to working flawlessly. Which is how I know the issue is not physical and is through the back end on Cogeco's routing of my servcie. Every rep I have explained this to has told me there is nothing wrong. If you try calling them you spend 20+ minutes of menu options just to get told by an automated voice to reset my router. There is no option to say you've already done this multiple times, or refer me to a live person.

I waited for the live chat last night, when I finally got a person they said to speak to a live person in the morning who will be of more help. I waited for a person this morning, who told me nothing is wrong but if I'm still experiencing issues she will set up an appointment to replace my router and let me know a date and time. Even though I said based on the evidence the issue is clearly not a physical one. Then without warning she reset my router from her end, I get disconnected from the chat when my router comes back up I have a 'equipment to return' notification on my account, no date and time and I cannot reconnect to that chat with her. New estimated wait time 85+ minutes. This is insane, the moment Bell brings fiber to my neighbourhood I am leaving Cogeco immediately.