@llovedid the techs check the condition of the cable installation in the utility room? There are a few considerations here:
1. The signal level into the building: is this acceptable or not acceptable?
2. What condition is the Multiple-Dwelling unit in, if there is one located within the utility room:is this acceptable or not acceptable?
3. What is the signal level into your modem with everything else prior to this in an acceptable condition:is this acceptable or not acceptable? If its not acceptable, then possibly the cable run from the utility room to your apartment requires replacing. That appears to be a battle that you would have to fight with your landlord.
In the case of an apartment, there are two ways to provide cable service to the individual apartments:
1. by running individual cables from the apartment to an outside local tap, which is either located up on a utility pole, or located within a pedestal which would be close to the apartment building. The pedestal is about waist high, roughly 14 inches square and typical green in colour for a Rogers pedestal.
2. by running a single cable from the external local tap, into a Multiple-Dwelling Unit. That can be seen on the following page, listed as a Multi Port Splitter:
https://www.antronix.com/solutions/multiple-dwelling-unit
If there is an MDU in the utility room, it should resemble the Multi Port Splitter on that page. Essentially its a splitter that has a single input and multiple outputs to service all of the apartments in the building. There are numerous manufacturers, so, they won't look exactly the same, company to company.
So, if you're talking with tech support or a field tech, getting answers to all of the above will clarify where the issues might lie. Considering that the whole apartment is experiencing cable issues, that points to the main feed into the apartment or possibly the MDU, if there is one in the utility room. Those MDU's operate 24/7, year in year out. They don't last forever and every once in a while they have to be replaced. The contract tech are most likely not allowed to perform any servicing on the MDUs, other than connects / disconnects.
You would need a Senior tech (real Rogers tech) to determine if the MDU is serviceable or if it requires replacement. I suspect that you really need a Senior Tech to examine the issues for the whole apartment, not just for your individual apartment. Now, the question is, can you simply request a Senior Tech, as a customer seeking answers from someone such as a Senior Tech who has the experience and equipment to determine what issues are afoot in a cable system. Typically, for an apartment, there should be some agreement or contract between the apartment building owner and Rogers, which allows Rogers to provide cable services to that apartment. The question of the day is, at what point does a building owners refusal to provide systems support conflict with Rogers customer support? Although this is above you as an apartment dweller, this might be a contractual issue where Rogers has permission thru an existing contract. That might be an avenue that you might have to pursue with Rogers, on your own, in order to understand what the situation is regarding Rogers access to the building's cable system. Is Rogers committed to supporting the cable system in terms of the main signal entry point and MDU? Maybe a Senior Tech might have access to those details??
A technician of any type will always require the apartment owners permission to enter the building and perform any action required to support the buildings system. The question in this case, is, what is Rogers access rights and who pays for any servicing to the main cable entry point and MDU, if there is one in the building.
If the utility room isn't locked, a quick check might reveal if there appears to be an MDU out in the open that you can see. That at the very least would confirm what cable system is in place, MDU fed, or fed from an external source. If the MDU is locked inside of a cabinet, then you wouldn't be able to tell what is installed.
The tech can use aTime-Domain Reflectometer (TDR) to test the cable run to your apartment. Essentially he or she would disconnect your cable connection in the utility room and use a TDR to fire a pulse down the cable, looking for a reflection from the other (disconnected) end. That will yield the cable length from the TDR to the other end of the cable or to the break in the cable. Running the test from the other end in your apartment should result in the same cable length if the cable is serviceable. If there happens to be a cable break at some point in the cable, the TDR cable lengths from both ends will be different, and the measured length can be used to determine where that cable break is. This is a slightly more advanced version of the continuity check that @57was indicating. Knowing if and where the break is, would allow the tech to potentially fix the cable, depending on where the break happens to be.
