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500U Slow Speeds

I Plan to Stick Around

Dang its been a while  but it seems that i am going to be on the merry go around once again..Last time i posted an issue with my speeds it took 1 1/2yrs to get it fixed sort of  :-).

Now i am having the same problems starting a few weeks ago, i put off calling support cause i knew what was coming but i didnt expect things to be so slow.

person on the phone of course suggested that i exchange my modem which i had them send a tech with one since its over 45minute drive to the nearsest rogers outlet that has modems that i could do the exchange at.

so tech comes does the exchange then starts addressing my speed issue then after half hour of basically telling me that i need to re install windows? i then fired up my other bare bone putter and low and behold same issue on that one as my main one Slow Speeds as confirmed by Rogers Speed Test Tool, i Averag anywhere from  89.8 Mbps to

140.0 Mbps on my 500/20 package..Tech changed cables and what not but no change, they fired up there putter and they got higher results but i noticed that they wernt testing from the same server as me so i guess thats why the small imporvement.

Needless to say after all is said and done once again like all my previous experice they decided to escalate my ticket since they couldnt find anything in house to be the problem..

So on Feb1st was the day that they told me that i should get some feed back in a few days about this, k so by the 5th i hadnt heard anything as of yet so i called iin to get an update as to what was happing, found out that on the 2nd it was accually escalted to a Senior tech? and that it was still pending. i called back the next day as it was expaliined to me it takes 3 days before i may here from the senior tech to arrange a visit and was told that it was still now we are at the 10th and still no word...

is it just me or has rogers field support taken a nose dive in the last year or so and i wont even try and figure out the poor quality of phone support for any internet issues cause basically after a few minutes the basic fix all is exchange the modem.

here is my current docwan which is pretty good compared to what i normally see


Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 2.000 7 37.356
2 855000000 256QAM -5.700 3 35.595
3 861000000 256QAM -5.600 4 35.595
4 579000000 256QAM 0.400 5 36.610
5 585000000 256QAM 1.900 6 37.356
6 849000000 256QAM -6.300 2 35.084
7 597000000 256QAM 1.700 8 37.356
8 603000000 256QAM 2.000 9 37.356
9 609000000 256QAM 1.300 10 36.610
10 615000000 256QAM 0.400 11 37.356
11 621000000 256QAM -0.200 12 36.610
12 633000000 256QAM -0.500 13 36.610
13 639000000 256QAM -1.300 14 36.610
14 645000000 256QAM -1.200 15 36.610
15 651000000 256QAM -1.200 16 36.610
16 657000000 256QAM -0.900 17 36.610
17 663000000 256QAM -0.600 18 37.356
18 669000000 256QAM -0.100 19 37.636
19 675000000 256QAM 0.000 20 37.636
20 681000000 256QAM 0.900 21 37.636
21 687000000 256QAM 3.100 22 37.636
22 693000000 256QAM 4.600 23 37.636
23 699000000 256QAM 3.100 24 37.636
24 705000000 256QAM -0.400 25 36.387
25 711000000 256QAM -2.700 26 36.610
26 717000000 256QAM -4.000 27 36.387
27 723000000 256QAM -4.200 28 36.387
28 825000000 256QAM -5.900 29 35.595
29 831000000 256QAM -6.100 30 35.595
30 837000000 256QAM -6.100 31 35.595
31 843000000 256QAM -6.500 32 35.084
32 303000000 256QAM 4.700 1 37.356
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 290600000 YES YES YES 3.799999
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 32.750 2 6400000
2 38596000 ATDMA - 64QAM 36.000 3 3200000
3 30596000 ATDMA - 64QAM 32.750 1 6400000
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K




Re: 500U Slow Speeds

I Plan to Stick Around

wonder why they didnt send a tech to your house to check there.

i had a simalar problem which only took 18mnths to finally get sort of fixed 🙂 it got to the point where i was averaging at least 7 tech visits per month not to mention all the other depts that they had sent out to figure out the problem which they finally think they got was something to do with the tap where my cable connects to that was an issue still is but they advised me that what i am getting now is the best ill get..

Re: 500U Slow Speeds

I Plan to Stick Around

Well in the reply to the closed ticket they said we might have to send a tech, not sure why it is not automatic???!  They should actually reach out and ask if I am still having issues instead of putting the responsibility back on me.

Re: 500U Slow Speeds

I Plan to Stick Around

i know from past experince that sending the tech out  first was allways for me the norm then if they couldnt find an issue then they would then escalate it to another dept.


Re: 500U Slow Speeds

I've Been Here Awhile

I'm having the exact same problems with my 500u since last week. It's really strange. The Rogers myWifi app is showing that the speed from the internet to my modem is fantastic. I'm getting around 600 to 700 Mbps every test. Higher than my expected rate. Unfortunately, my wired DL speeds tested on 3 different computers are in the range of 25 - 45Mbps. Upload is in the 20Mbps range as expected DL. Over the last days even my wired connection has been cutting out.  As for wireless, I have about 12 devices in the house. About half are running on 5Ghz, including 2 TV, samsung tablets (3) , samsung phone (S8) and a Macbook pro. The remainder are on 2.4Ghz - 2 Google home minis, an HP printer, an iPhone 7s, and two Chromecasts. My wireless speed on 5g, regardless of the device, hits around 20-30 Mbps, standing right in front of the modem. There have been frequent dropouts and tests that show less then 10Mbps. As for 2.4 - don't even ask how bad this is. Tests are ranging from no connection up to 9 Mbps. 


A week ago everything was running like a clock.


A tech visited Tuesday and checked everything out. Of course, when he logged on with his tablet he got 300Mbps on 5Ghz and 500Mbps+ wired!! and said everything is fine.  As soon as he left I ran more tests and had the same poor results as previously. 


I feel like I've tried everything. I've moved the modem to connect it direct to cable where it enters the house. I've run wired tests with wireless disabled at the modem, I've tried brand new new Cat 6 cables.


Today I chatted with tech again, as I was working from home and barely able to maintain a decent connection. The tech recommended swapping the modem with a new one, which I just did 20 minutes ago. I'm all set up and guess what. Same  terrible low speeds! FYI it's a Hitron 4582u brand spanking new, not a refurb. 

Hardware Version 2A Software Version


I need some help from the community before I lose my mind.



Re: 500U Slow Speeds

I've Been Here Awhile

Here's my Docsis WAN downstream view



This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network AccessPermitted
IP Address 
Subnet Mask 
Gateway IP Address 
DHCP Lease Time😧 07 H: 00 M: 00 S: 00
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)

Re: 500U Slow Speeds

@Jameskie your new 4582 requires a firmware update to and, you have a signal level problem.  


Try rebooting or restarting the modem a couple of times to see if it picks up the firmware update.  If it does, when that firmware update is done, reboot / restart the modem again.  There is a reboot already built into the update but I've always found that a reboot / restart at a minimum is required, if not a full factory reset in order for the Hitron modems to operate properly after a firmware update. 


Can you post the OFDM Downstream Overview and Upstream Overview sections as well.  That will tell me if the modem is actually using the ODFM DOCSIS 3.1 downstream channel.  It should be, but, with your current firmware and signal levels, I wouldn't guarantee it.  


Firmware version runs a variable QAM level, which indicates what level the data encoding is running for downstream DOCSIS 3.1 transmit / receive purposes.  It should result in better performance in signal level situations such as yours, but, even with that version loaded, there's no guarantee, and I wouldn't be surprised to see no difference at all. 


Normally I'd say, call tech support to run a signal check on the modem, and to specifically check the OFDM parameters to see if their within spec.  However, the one important component here is the QAM level, which runs at a fixed level in previous versions.  With version .36T6, a QAM level lower than 1024, which is the top level, will indicate that the OFDM channel is running at less than optimum performance.  64 QAM is the bottom level.  Below that the modem will bail out of DOCSIS 3.1 operation and use DOCSIS 3.0, which is what your posted signal levels are indicating.  Those aren't great, although yes, they are within spec.  The modem shouldn't have any issues running with those signal levels if it were running with DOCSIS 3.0 only.     I need the OFDM data to determine that.  


So, I have no doubt that you have some problem with your external cable and/or connectors, but, the DOCSIS 3.0 levels that you posted are still within spec, even if their lower than they should be.  The modem doesn't show all of the downstream OFDM channel details, which tech support has access to, so, its impossible to know at the moment if the OFDM channel is running correctly, and to know that, we need 36T6 loaded to see the real OFDM QAM level, along with the OFDM signal levels and signal to noise ratios. 


Try the modem reboot/restart to see if the firmware update runs, and failing that, see if tech support can push version to the modem or put it on the nightly firmware update schedule.  My personal opinion, at the end of the day, is that you need a tech visit to sort out the problems in the lower 500 Mhz range of the frequency spectrum, which is where the DOCSIS 3.1 OFDM channel lives, as well as the DOCSIS 3.0 upstream channels.  

Re: 500U Slow Speeds

I've Been Here Awhile
Thanks for your detailed reply. My technical knowledge is a bit limited on the details but I will resume my troubleshooting tonight. I just confirmed I still have the old firmware so my priority it to get Roger's to push that to me. For my info, whT kind of signal levels should I be looking for in general.

I'm going to try connecting the modem directly to the cable where it enters the house to see if that improves things.

Re: 500U Slow Speeds

I've Been Here Awhile

Update - 


I've now confirmed I have firmware and have done some more testing. I have moved the modem so now it is directly connected to the cable coming into the house from the street. Speed over a Cat6 5 foot cable into a laptop with a 1GB ethernet capability is testing on Rogers speedtest at 270 to 290Gbps DL, 22 UL. Ping 10, jitter 2.


On a 5Ghz connection, tested on the same laptop and on my Samsung S8 using the Rogers MyWifi app, I'm showing internet to modem speed consistent over multiple tests at  appx 760Mbps and varied DL rates from internet to device  between 90 Mbps and 250 Mbps. Signal strength less than 25cm from the modem is showing at -40dBm on channel 161. 


On 2.4Ghz, same test as above, I'm showing 600 to 700 Mbps from modem to internet and between 30 and 80 Mbps DL. Signal strength 25cm from modem is -34 dBm.


I'm still not running anywhere near where I should be and tests have varied widely over the last hour.


Here's my current Docsis WAN values


This menu displays both upstream and downstream signal parameters

DOCSIS Overview Network Access Permitted IP Address   Subnet Mask   Gateway IP Address   DHCP Lease Time 😧 06 H: 09 M: 35 S: 00
Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 591000000 256QAM -2.400 7 40.366 2 855000000 256QAM -4.300 3 38.983 3 861000000 256QAM -3.800 4 38.983 4 579000000 256QAM -3.200 5 38.605 5 585000000 256QAM -2.500 6 40.366 6 849000000 256QAM -4.100 2 38.605 7 597000000 256QAM -2.300 8 40.366 8 603000000 256QAM -2.600 9 40.366 9 609000000 256QAM -2.500 10 40.366 10 615000000 256QAM -2.300 11 40.366 11 621000000 256QAM -2.200 12 40.366 12 633000000 256QAM -2.300 13 40.946 13 639000000 256QAM -2.300 14 40.366 14 645000000 256QAM -2.500 15 40.946 15 651000000 256QAM -2.200 16 40.366 16 657000000 256QAM -1.700 17 40.366 17 663000000 256QAM -1.700 18 40.366 18 669000000 256QAM -1.400 19 40.366 19 675000000 256QAM -1.200 20 40.366 20 681000000 256QAM -1.500 21 40.366 21 687000000 256QAM -1.300 22 40.366 22 693000000 256QAM -1.200 23 40.366 23 699000000 256QAM -0.600 24 40.366 24 705000000 256QAM -1.200 25 40.366 25 711000000 256QAM -1.400 26 40.366 26 717000000 256QAM -1.200 27 40.366 27 723000000 256QAM -1.300 28 40.366 28 825000000 256QAM -0.800 29 40.946 29 831000000 256QAM -1.700 30 38.983 30 837000000 256QAM -3.500 31 38.983 31 843000000 256QAM -4.000 32 38.983 32 303000000 256QAM -7.000 1 38.605
OFDM Downstream Overview Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv) 0 NA NA NO NO NO NA 1 NA NA NO NO NO NA
Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 38596000 ATDMA - 64QAM 36.000 3 3200000 2 30596000 ATDMA - 64QAM 32.750 1 6400000 3 23700000 ATDMA - 64QAM 32.750 2 6400000
OFDM/OFDMA Overview Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size

Re: 500U Slow Speeds

@Jameskie do you still have the modem connected to the incoming cable by chance.  If so, can you try reposting the signal table, from the Downstream Overview line all the way to the bottom right hand corner of the OFDM/OFDMA section.  Hopefully it will paste in correctly and be easier to read.  


To copy the table, select, or highlight the entire table, right click ..... copy.  Then start a new post, right click ..... Paste.  The table should like like a table when it pastes into the post.  


Looking through the data, your modem isn't running the Downstream OFDM channel, so, there's an issue with the lower 500 Mhz band in the cable system somewhere.  


I can reconstruct the table, so, if you're already moved the modem back its normal location, just let me know.  Don't bother moving the modem back again. 


Edit:  @Jameskie are you on a fibre to the home (FTTH) connection?  Looking at the signal data, the signal to noise ratios lead me to think that's a possibility.


@Jameskie here's the signal levels, as they're currently sitting:


Sig level chart.png



That should be a straight line at 0 dBmV, so, you have a problem in the cable system below 600 Mhz.  That slope, from 300 Mhz up to 600 Mhz might be why the downstream OFDM channel isn't running.  However, the modem is able to use the DOCSIS 3.0 channels at 600 Mhz at above, even with the dramatic drop-off above 800 Mhz.  That drop off shouldn't exist.  Be that as it may, it doesn't explain the slow performance that you're seeing, so this is still a head scratcher.....

Re: 500U Slow Speeds

Hitron on 500u: slow WiFi (50 mbps), but fast on Network Cable (750 mbps)


For some reason, I'm not able to get more than ~50mbps down over WiFi (both 2.4 and 5.0) since the slowdown earlier in the week (upload looks fine at expected 20 mbps).


Which is strange because over Network Cable I'm getting 750 mbps down, no problem.


Testing procedure:

- All other devices disconnected from modem/internet

- Tested first on Laptop, second on Smartphone

- Tested on 5.0 Ghz, then on 2.4 Ghz

- Same results on both devices, both frequencies (45-50 down / 20 up).


Earlier in the week, I was getting ~450 mbps down through the WiFi, no problem. Then there was those two days with regional issues that affected lots of Rogers Internet customers (Greater Toronto Area, I'm downtown personally).


Internet Plan: 500u (up to 500 mbps / 20 mbps)


Modem: Hitron CODA-4582U (using default settings for Wireless)


Any suggestions?




Re: 500U Slow Speeds

@InternetUser289 primary recommendation, don’t use the default parameters.  Please have a read thru the following settings and change your wifi settings to the indicated settings.


Check/set the following 2.4 Ghz wifi parameters:


Wireless Mode: 802.11 g/n   If “n” only is available and you don’t have any g devices, use n only.

Channel Bandwidth: 20/40 Mhz  It will default to 20 Mhz in a crowded environment.

Wireless channel: Channel 1, 6, or 11.    See the bottom paragraphs.

WPS Enabled: OFF

Security Mode: WPA-Personal  

Auth Mode: WPA2-PSK   

Encrypt Mode: AES only     Do not use any form of TKIP or TKIP/AES combo as TKIP is no longer secure


Save the changes.


In the Advanced tab, disable the Band Steering in order to force / leave your wifi devices on their selected wifi networks. 


Save the changes.


Band steering will force the device to switch back and forth between the 2.4 and 5 Ghz networks as it sees fit.  I don’t know if that’s based on data rate or signal level combined with signal to noise ratios.  Band steering might not necessarily work in your favour, so, if your intention is to force some devices up to the 5 Ghz band as outlined below, disable Band Steering.



Check/set the following 5 Ghz wifi parameters:


Wireless Mode: 802.11 a/n/ac mixed

Channel Bandwidth: 80 Mhz

Wireless channel: 149 to 165     Use this higher channel range as it runs higher transmit power levels.

WPS Enabled: OFF

Security Mode: WPA-Personal

Auth Mode: WPA2-PSK

Encrypt Mode: AES only     Do not use any form of TKIP or TKIP/AES combo as TKIP is no longer secure


Save the changes.


In the Advanced tab, disable the Band Steering in order to force / leave your wifi devices on their selected wifi networks.


Save the changes.


Reboot your router after the changes have been saved.


Note that the network name and passphrase fields should be filled with long, random character strings.  Its 32 characters long.  The network name is rarely typed into a device so that can be filled, totally, with random characters.  It should not identify you or your home.  The passphase should also be long and random.  The field is 62 or 63 characters long depending on which character sets are used.  I recommend filling the field, recognizing that its a pain when it comes to entering the passphrase into handheld devices.  If not, use a long phrase that means something to you, and which should be at least 25 characters long.  The purpose of this is to prevent hackers from using precomputed hash tables which are built from combinations of simple known network names combined with words (passphrases) found in a dictionary for example.  Random network names and passphrases will defeat the use of those precomputed tables, hopefully to the point that any hacker will go elsewhere.  Totally random fields doesn't make wifi impervious, just tougher to crack by using brute force computing methods.  


Next, look at your wifi environment and see who else you're competing with for usable channels.  Load Winfi – Lite onto a windows laptop and then do a walk about, around your home and upstairs to see what the channel situation looks like.  Stop in place for two to three minutes for the data and display to settle out.  As you walk around your home, if it’s a large home, you will see differences in signal levels for your network and neighbours networks as well, hopefully not to a point where your signal levels drop sufficiently, or the neighbour’s network signal levels rise sufficiently to become a problem. 


Winfi-Lite can be downloaded from


After that is loaded and started, select the “i” for info icon in the second row from the top.  That will bring up the lower info display.  In that display, select “Spectrum” to bring up the graphical channel display.  That display will show either the 2.4 or 5 Ghz channels or both depending on the topmost selection of 2.4 Ghz, 5 Ghz, or both.   That selection will also dictate the data that is displayed in the text data.  Those data columns can be moved left and right and can be used to sort the columns upwards or downwards by selecting the column title to run the sort routine. 


So, have a look at that graphical display, in conjunction with the text data to see how many other users are on the channels that you have selected.  If your 2.4 Ghz band is like mine, it’s probably a write off, and there is probably no good channel to select as every channel is crowded with multiple users.  There really isn’t any good solution to this except to abandon the 2.4 Ghz band and move everything that you can up to the 5 Ghz band. 


In the 5 Ghz band you should probably be up in the channel 149 to 161 band as those channels are transmitted with the highest output power levels allows by Industry Canada.  Even with competition from your neighbour’s networks in those channels, you’ll probably find that those channels are still faster, in comparison to the lower channels where there might not be any other networks running.  The higher transmit power does make a considerable difference in the data rates that you will see.  That can only be confirmed with speedtests using both low and high channel ranges.  The only exception to this would be if you’re normally using a wifi device in close proximity to the modem for most of the time. Using Winfi’s text data and graphical display should help in determining what channel is the most useful.


Ok, give that a go and let us know how it turns out.  It should result in faster wifi performance unless you’re in a terrible wifi environment.  Winfi Lite should provide an indication of your wifi environment.




Re: 500U Slow Speeds

Hi. I tried all of those options, nothing helped.


But today I noticed my Smartphone was now hitting 200 mbps down, 20 mbps up.


So I Google'd and found this website:


I tried the step to update Wireless Network Adapter driver for my laptop, and there was an update available. After updating the driver, I'm getting 500 mbps down on my laptop now.

Re: 500U Slow Speeds

@InternetUser289 , yup, when in doubt, check the wifi driver.  Guess I'll have to add that to my list.  If you happen to have an Intel chipset laptop and/or pc, go to the Intel Driver and Support Assistant site, load the Driver and Support Assistant and let the app scan your laptop or pc for any updates.  The app will indicate which updates are available.


I still recommend using the high 5 Ghz channels simply due to their max power output, which will give you the most range from any modem or router, for the 5 Ghz channels.  


I also recommend looking at your wifi environment at least once week with Winfi Lite so that you know whats normal in terms of the neighbours networks.  That way, when one of the neighbours installs a mesh network or new modem/router, and interferes with your networks, you'll have a reasonable idea of what the problem might be. 


Fwiw, the section titled "Make sure no energy saving settings are imposed on the wireless card" is actually good advice.  There are two components to this, the first which is the ability for the operating system to put the wifi card to sleep, which can be disabled.  The second is the wifi output power depending on whether the laptop is on battery power or plugged in.  You can adjust both if you prefer to max power, which will also increase the operating range and data rate from the modem or router.  I suspect that it doesn't cause a large drain on the laptop's battery as I've set one of our laptops that way and it doesn't seem to suffer from the wifi power setting.  

Re: 500U Slow Speeds

I’ve recently changed for Rogers ignite, pay for the 500 mbs service and never see more than 200 mbs when i do a speed test.

Ive try to reset the modem but same problem.

Re: 500U Slow Speeds

How and where are you doing the speed test?
Doing it over wireless.. even in best case scenario right beside the router, etc... it comes down to to the card in the device.. and the wireless in the router itself (which is not TOP of the line either)
Your not likely to get super fast speeds.  200 I would say that way is pretty good.

You would want to do the speed tests over a WIRED connection.
With this, you should hopefully be able to see the right speeds.  As it removes any of the variables that could be there with wireless.

I am on the 500 package, and on my wired connections on my laptops (which actually go through 2 switches, I can pull over 500 most of the time.  (my eero unit directly connected to the modem shows 590 most of the time)

Other 1/2 of it, is WHERE are you doing your speed tests?  You can use some 3rd party speed tests, like
BUT, you need to keep an eye on the end point location that its choosing you to test against.
The default 'closest' one it has choosen, is not necessarily the best choice.  That one could be on a quite far away network, where its having to travel a much longer route to get to etc.

Re: 500U Slow Speeds

I've Been Here Awhile

I live in Brampton, L6X postal. Have had the 500/20 connection for almost 3 weeks. Since getting it, I rarely see upload speeds greater than 2mbits. Download speeds are almost consistently great. Occasionally, upload does get up to 20mbits, but very rarely (Maybe around 3AM). Live chatted w/ tech support and she kept re-iterating that the speeds are "up to 20mbits", as if some how that makes a delivery of 10% of advertised speeds acceptable. The main issue is that if I run anything that uses up the 2mbits upload bandwidth, pings spike to 1-2sec to servers they were otherwise low on, which can get pretty annoying. A ticket was created though, in the end. Sounds like others are having similar problems.

My modem upload data is:

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

22 MHz
25 MHz
30 MHz
36 MHz
40.3 dBmV
40.3 dBmV
40.5 dBmV
41.8 dBmV


The support person stated the stats look fine. Anyone here have any thoughts?

Re: 500U Slow Speeds

Very low speed


I am experiencing really low internet speed. I am getting 15 mbps instead 500 I am supposed to get

Re: 500U Slow Speeds

Hello, @Omermasudi.


Welcome to Rogers Community Forums, and thank you for posting your speed concern. Getting 15 Mbps speed on a 500u package is quite low. Are you testing the speed on a WiFi connection? Have you tested the speed on more than one device?


We need more details to diagnose the problem. Also, please log in to your modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections.
We look forward to hearing from you. 

Re: 500U Slow Speeds

I've Been Here Awhile

Rogers internet slow & frequently no service


Looking for some help. My Rogers infinite 500 can be very, very slow at times and extra so for uploads. It will also nit work at all frequently, right now is one of those times. I have chatted with support twice, the first time she insisted that someone must come for a service call but didn’t seem to want to look into it at all. With all the covid measures I decided to hold off. Then I decided I couldn’t take it anymore and got on the chat again, the gent had me do the speed check and basically argued with me that what I get is all I should expect. I told him over and over that it comes and goes but he would not listen and basically told me if I don’t like it I can go elsewhere. Any suggestions on how to get a reasonable response? Thanks in advance.

Re: 500U Slow Speeds

Hello, @andynaudi


Welcome to the Rogers Community Forums!


I know how important it is to have fast speeds especially with the current situation around the world and everyone being at home for the foreseeable future. 


It's disappointing that you were unable to get adequate support from our Live Chat team. If a technician was recommended at first then you are most likely experiencing issues related to poor RF signals. Please copy and paste your RF signal levels from the modem so the Community can review it.


You can do this by logging into the modem, navigate to the Status, then the DOCSIS WAN tab and copy the signal level table.  Start at the front end of the Downstream Overview line and go all the way to the very bottom right-hand corner of the table which is the OFDM/OFDMA section. Ignore the data that resides above the Downstream Overview.


We look forward to your response.




Re: 500U Slow Speeds

I've Been Here Awhile


Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125300000ATDMA - 64QAM58.25023200000
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
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