gigabit modem shortage

[airportrocket]

I am currently on the 150u package, looking to change to the 500u package because I need a faster internet, I called customer service and they told me they can not change me to the 500u package because the modems are out of stock. I need to upgrade my service urgently as I have a ton of devices using internet now that we are all home and it is impacting my work. 

When will the modem come back? and is there any options for me to pick it up at the store? My local store has them but wont let me pick it up unless a work order is on my file and so far Rogers is unwilling to put a work order on my file.

Help! 

***Added Labels***

[Datalink]

@airportrocket what modem do you currently have?  Can you have a look at the back of the modem, specifically the product sticker.  It will indicate a CGN3xxxxx model of some type.  There are a few that are in use.  

It looks like you confirmed that the local Rogers Store has the Hitron CODA-4582 in stock.  Having done that, have you called tech support again to indicate that the local Rogers store has the modem in stock but requires a work order to swap the modem?  Just thinking that Rogers current policy might be to mail or courier the modems to customers, but, if you press tech support on the subject, with the news that the local store has the modem, maybe the tech rep will relent and issue the work order.  

When you run a speedtest using the www.speedtest.net Toronto, Ottawa or Montreal Rogers servers, what do you end up with for a result?  Just wondering if in fact you're actually getting 150 Mb/s download rates?

Beyond this, it looks like @RogersAndy is on duty.  Perhaps he could arrange the swap??

[airportrocket]

@Datalink I have tried calling, and live chat, they have been telling me their system wont let them do it or they wont do it. Some have been telling me my package has compatibility issues? Honestly I do not know. 

My modem says CGNM-3552

This is the speed I am getting

[URL=https://www.speedtest.net/result/9560346548][IMG]https://www.speedtest.net/result/9560346548.png[/IM...]

[Datalink]

@airportrocket I'm not terribly happy with your downstream results.  It looks like you're using a telus speedtest server for some reason.  Can you rerun the test and when it comes up, change the server and type in Rogers into the entry window.  That will show the list of available Rogers speedtest servers.  I'm guessing that you're in Toronto.  If so, please use the Toronto Server, or which ever is closer.  

You could also use the following Rogers speedtest site:

https://www.rogers.com/customer/support/article/internet-speedtest

Fwiw, the 3552 is a 32 (downstream) channel modem.  It can easily handle Gb/s data rates, but, I suspect that Rogers has locked out the ability of tech support to configure the modem for gigabit service.  You could ask tech support if they can configure the modem for 500 Mb/s service.  I suspect the answer is no, but, that would be due to the settings that are available at their end, not due to the modem's capability which exceed 500 Mb/s.

Lastly, can you log into the modem and check which Software (firmware) version in loaded.  That is shown on the STATUS page when you log into the modem.  Please let me know what version is loaded. 

Then navigate to the STATUS. .... DOCSIS WAN tab, and copy the entire Downstream Overview, down to the bottom of the upstream Overview data.  Select or highlight that entire table, right click ..... Copy.  Then in a new post, right click .... Paste.  That should paste in the entire table, as it appears in the modem data.  

Ignore the data that resides above the Downsteam Overview line, as its modem specific and shouldn't be posted in an open forum.  

I'd like to see if there's anything obvious in the modem's signal data that might explain the slow data rates.  

Please run the speedtest via ethernet connected laptop or desktop.  

Were the previous speedtest results done via ethernet or wifi?  Troubleshooting this type of issue should always be done via ethernet in order to rule out any wifi issues. 

[airportrocket]

@Datalink I followed the instructions in

https://www.rogers.com/customer/support/article/admintool-cgn3

and can not log in to my modem, what is the easyconnect password? 

I tried doing a speed test this AM not much different. 

[Datalink]

@airportrocket the modem password will be the same as your wifi passphrase.  When you set the modem up for the first time, the set up procedure asks you to assign a passphrase to the wifi.  That passphrase is used as the modem password as well.  Its been a very long time since I've done that, so I believe that the same passphrase is used for both the 2.4 and 5 Ghz wifi networks.  You can change that by disabling Band Steering, which will allow you to assign different passphrases to the wifi networks.  You can also change the modem password if you want to by using the password change facility in the user interface.  

If you're still stumped, you can always call tech support and ask the Customer Service rep to set the modem password to one of your choosing.  After you log in to the modem you can then change it again, if you so choose.  If you go that route, ask the CSR to run a signal check on the modem, just to see what turns up.  That is what I'm trying to accomplish by getting you to post the modem signal levels, but, I'd like to see them myself just to know where they're at. 

Was the Rogers speedtest done via ethernet or wifi?

[airportrocket]

@Datalink 

All tests are done via wifi, I have no wired devices. 

Software version: 4.5.8.40

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	693000000	256QAM	10.200	23	38.605
2	579000000	256QAM	8.000	5	37.636
3	585000000	256QAM	8.500	6	38.605
4	591000000	256QAM	8.500	7	38.605
5	597000000	256QAM	8.300	8	37.636
6	603000000	256QAM	8.300	9	38.605
7	609000000	256QAM	8.700	10	38.605
8	615000000	256QAM	8.400	11	38.605
9	621000000	256QAM	8.600	12	38.605
10	633000000	256QAM	9.100	13	37.636
11	639000000	256QAM	9.900	14	38.605
12	645000000	256QAM	10.000	15	38.983
13	651000000	256QAM	10.000	16	38.983
14	657000000	256QAM	9.800	17	38.605
15	663000000	256QAM	9.300	18	38.983
16	669000000	256QAM	9.500	19	38.983
17	675000000	256QAM	9.500	20	38.983
18	681000000	256QAM	9.300	21	38.605
19	687000000	256QAM	9.900	22	38.605
20	303000000	256QAM	5.000	1	37.356
21	699000000	256QAM	10.300	24	38.983
22	705000000	256QAM	10.500	25	38.605
23	711000000	256QAM	10.700	26	38.605
24	717000000	256QAM	9.800	27	38.605
25	723000000	256QAM	9.600	28	38.600
26	825000000	256QAM	8.800	29	37.300
27	831000000	256QAM	9.100	30	36.900
28	837000000	256QAM	9.300	31	36.900
29	843000000	256QAM	9.000	32	36.600
30	849000000	256QAM	8.500	2	36.400
31	855000000	256QAM	8.600	3	36.600
32	861000000	256QAM	9.100	4	36.400

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	40.500	4	6400000
2	22100000	ATDMA - 64QAM	38.500	1	3200000
3	30596000	ATDMA - 64QAM	38.750	3	6400000
4	25300000	ATDMA - 64QAM	38.500	2	3200000

[Datalink]

@airportrocket all of your downstream signal levels are high, still within spec, but higher than normal.  Are you running any other Rogers services such as the Nextboxes for Digital TV services or a Home Phone?  

[scrabble]

I've been trying to get my Internet package upgraded for months now but I'm always told that modems are backordered and will be backordered for months yet. This is turning into a problem for me.

Today live chat told me to check with my local store, and when I did they have gigabit modems in stock but can't release one without a work order and to call Rogers support. When I did that they told me that they aren't actually able to create a work order because they don't have any gigabit modems and can't create a work order for something they don't have.

At the same time, I see that new gigabit customers are receiving $150 Amazon cards, and people are posting on here that they just switched to gigabit, so it's clear that these modems are available.

Does anyone know how to actually get one? Opening a second account at the same address is not allowed. If I was to cancel my service and then sign up for a new account does anyone know how long that takes?

I'm willing to transfer all of my services to other providers if that's what it takes to open a new account and actually upgrade my services.

[RogersMaude · Accepted solution]

Good evening @scrabble,

Welcome to the Rogers Community and thank you for your post! I understand how frustrating this situation can be in the circumstances where you are looking to have your internet upgraded. 

Due to Hitron CODA-4582 inventory shortage, some customers who don’t have a CODA modem are currently not able to upgrade their package to Ignite Gigabit until further notice. 

The offer you mentioned online for the $150 Amazon.ca Gift Card is for new customers activating Ignite Internet 500u or Gigabit. It is for a newer technology than the one you're referring to with the Hitron modem.

Are you interested in migrating to the Ignite Internet packages? You could get the Ignite WiFi Gateway modem which provides the ultimate connected home with the latest technology. You can check which internet package is right for you and if you currently have TV services as well you could benefit from a Ignite TV Bundle and enjoy an enhanced IPTV experience. 

If you would like us to see if the migration to Ignite TV could interest you, kindly let us know!

RogersMaude

[scrabble]

I'm sorry. I don't entirely understand this reply. It reads like the gigabit internet is a newer technology than the gigabit internet.

I do not really care about what modem is required, what I am interested in is the end result. If I can get gigabit internet with the Ignite WiFi Gateway then yes, I'm interested in migrating to that. It's exactly what I want.

Otherwise what I'm reading here is that the only way to get gigabit internet right now is to cancel all of my services, and create a new account for internet. That just doesn't make any sense for me or Rogers.

So again, yes, if the Ignite WiFi Gateway modem enables me to get gigabit internet, I want to migrate to an Ignite Internet package, please.

[RogersZia]

Hi @scrabble,

Just to clarify, you are able to switch to Ignite Internet with the Ignite WiFI gateway modem. However if you have a residential bundle, all your services would have to switch to the Ignite TV bundle.

I hope this answers your question. Please let us know if you have any further questions.

RogersZia

[scrabble]

Hello! If I switch to Ignite Internet with the Internet WiFi Gateway modem, and that can give me access to gigabit, then the rest is fine. Please let me know if you are able to help me get an Internet WiFi Gateway modem if that is the case. Thanks!

[RogersYasmine]

Greetings @scrabble,

Thank you for your response. 🙂

Regretfully, we are limiting the number of migrations being conducted at this time and, as of right now, we are unable to migrate existing internet customers over to standalone Ignite internet service (with our XB6 modem). Once things with the current pandemic begin to improve, this option may become available once more. We appreciate your kind understanding.

Customers who are presented with the option to migrate their services via their MyRogers profiles using self-serve are welcomed to do so. 

If your main concern is simply with upgrading from a lower internet tier to Gigabit internet and you require a modem swap to our CODA modem, we can try to get this done for you but it could be challenging due to our limited supply of CODA modems. Feel free to shoot us a PM and we'll see what we can do. For more information on how our Private Messaging system works, please check out our blog.

Thank you!

RogersLaura

[scrabble]

I do not kindly understand. I will be cancelling my account and signing up for a new account, since this seems to be the only way to actually upgrade my internet. My mobile phone will not be coming back to Rogers.