500U Slow Speeds

[hiho]

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 pending..so 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
1	NA	NA	NO	NO	NO	NA

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

OFDM/OFDMA Overview

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

[andynaudi]

Update - I called rogers and they sent a tech out. Turns out that our cable coming into house was chewed up by an animal. He replaced the cable and seems to be good now.

Thanks!

[RayB50]

I installed internet yesterday 500 bps. The install guy left a box on my doorstep. I told install guy that I'm getting under 100mbps.
He left and told me to Google support
Now I'm waiting most of today for a chat. Please help.

Enter a message

[57]

@RayB50 : Have you read recent posts in this thread?

Are you using a wired ethernet connection from a computer?

Have you checked your "Autotuning" settings if using a windows computer?

Are you using WiFi - speeds can vary a lot depending on the WiFi connection in your home?  What devices are you using?

[RayB50]

Hi Re57. I'm using wired Ethernet and have disabled and enabled windows autotune alternatively. Also my MacBook on Ethernet.
I've established an average of 78.9 Mbps with a range of +/- 25.
And yes, I've read some other post and am thinking the best option is to go back to my previous provider or face an extended period of troubleshooting which may or may not solve the issue.
Thanks
Ray

[57]

If you're getting the same results on different devices, wired, then there's some sort of issue. Have you tried a tablet or phone just as a WiFi check?  It's possible that the modem was not properly provisioned for 500, rather for say 100 or even 75.  I suggest you call Rogers technical support, or perhaps PM the mods here - I have found them to be most helpful:

https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Get-to-know-your-Community-How-To...

Are you using the Rogers speedtest link?

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

[Datalink]

@RayB50 in addition to the questions above, here's a few more:

1.  What modem was delivered, a white Hitron CODA-4582 where the exact product model is seen on the back of the modem, or the newer grey/black XB6.  The product sticker is found on the bottom of the modem, and it will either be an Arris TG-3482ER, or a Technicolor CGM-4140COM. 

2.  Whats your windows test platform, a desktop or laptop?  

3.  Have you seen the windows device and Macbook run 500 Mb/s or more anywhere else?  

4.  What was the highest data rate that you saw with the windows device and Macbook when you were with your previous provider. 

[RayB50]

Hi, back again as I'm now at a breaking point with the speeds. I've tried calling but haven't been able to speak with anyone. 

1) Technicolor CGM 4141ROG/XB6

2) I am testing on windows laptop, desktop, apple macbook and also several android devices (always using only one connection to test, and where possible wired by ethernet. 

3) Yes, my devices have registered over 700mbps on other networks. 

4) I never actually checked with my previous provider as there were never issues, which are occurring now. 

Having read the previous posts, I am unable to find the DOCSIS WAN signal level table for this device.  Perhaps you have updated instructions?

Thanks again for your help.

Ray

[SteveAdams]

I truly wish you good luck Ray.  I have been riding the ferris wheel of support with rogers for 7 months now.  Same issues.  Slow internet speeds, intermittent internet, and poor performance from the pods.  Still trying to keep my rogers internet system as they have had my email on their servers for almost 20 years.  That's alot of places to contact iwth new email addresses.  

[RogersTony]

Hello, @RayB50

Welcome to the Rogers Community Forums.

We know how important it is to ensure you are getting the right speeds on your devices. From what you've described thus far it sounds like we may need to escalate a ticket to investigate this further. 

We'll need to gather more information from you before we can determine what steps to take next. Please send a private message to @CommunityHelps so we can get started.

Not familiar with our private messaging system? No worries, click here.

RogersTony

[RayB50]

I've now talked to a rep and videoed the speedtest. It clocked at 33mbps wired!
Had a tech come in today, ran tests and was unable to get over 80mbps on two different XB6 boxes. He couldn't figure out the issue as my neighbor has 700mbps on a 1Gb plan.
I believe there is an issue with the Ethernet ports on the XB6 as they appear to be refurbished.
I'll give it a few days and be moving on. Thanks.

[57]

It's highly unlikely that it's an issue with Ethernet ports on so many boxes. Did the tech do a test on his laptop directly connected to the incoming coax?  He should have and should have told you what he got there.  If your neighbour has the same problem, then it may be a bandwidth issue in your neighbourhood.

[RayB50]

Hi, the tech checked his computer with the Ethernet out of the XB6. He got under 100mbps. He didn't look at the coax.
The neighbors service is fine, it's not the neighborhood. The XB6 is a real black box. And I suspect that is the issue. Is there another modem option with ignite? Seems I am at the end of options? Thanks for your help.

[57]

---

@RayB50 wrote:
Hi, the tech checked his computer with the Ethernet out of the XB6. He got under 100mbps. He didn't look at the coax.
The neighbors service is fine, it's not the neighborhood. 

---

I see you changed the number for your neighbour from 70 to 700.  Hence my previous post before you made that modification. The tech should have checked the speed (and signal) directly at the coax with his laptop...  Good Luck.

[RayB50]

Yes I realized that I had typo'd from your reply, apologies.
Thanks for the tip on the tech checking the coax with his computer. I didn't know he could do that. Unhappy face.

[zcarguy]

I have 500 down and 20 up.  On a wired connection I consistently get over 500 down and 20 up.  On my phone connected to 5ghz depending on how close I am to the router I get as much as low 400 down and close to 20 up.  I have no issue with that.  I have a fairly large home so 5ghz range peters out pretty quickly and I do rely on 2.4ghz for a solid connection.  However even if I am right beside the modem I generally cannot get over 40 down.  Is this a limitation of the 2.4ghz band, my device or my modem?    I don't expect full bandwidth but I would be surprised if that is all that is possible.   

[RogersJo]

Hey @zcarguy! 

Welcome to the Rogers Community Forums and congrats on your first post with us! 😊 I hope you're staying safe and sound! I know how imperative it is to ensure you have consistent speeds, and a steady, reliable connection. Have you thought about extending your Wi-Fi coverage to increase the 5 GHz range? Do you have this issue with multiple devices while on 2.4 GHz right beside the modem? 

Looking forward to hearing from you, 

RogersJo

[zcarguy]

I have the pods but found they actually slowed down my wifi greatly.  Yes the range was slightly better but overall speed was much much worse.  I disconnected them and am much happier.  My speeds consistent but like I said never get anywhere close to 100mbps on 2.4.  Usually its about 40 at best.  Upload is near what I am paying for.  My main question is what is reasonable to expect?  I am pretty sure 2.4ghz is capable of higher speeds than I am getting.   If I could expand the range on the 5ghz channel this would solve the problem but like I said the pods were awful for me no matter where I plugged them in. 

[Bplayer]

You are not going to get 500Mbps from any device that WiFi connects with the Pods, maybe a max of 150Mbps. However any device connected to the Hub should be able to get the maximum.

It takes a bit of trial end error to find the best combination and placement of the Pods. I initially installed 3 Pods to try and cover my entire apartment and balcony. After a about a week of experimentation I found that only one Pod was necessary to cover the poor coverage areas. My laptop will get 560+Mbps when reasonably close proximity to the Hub, and 115+Mbps when connected to the Pod. Without the Pod I seem to remember getting 200+Mbps in that area, but poor or no coverage on my balcony. It is a trade-off between coverage and speed.

[zcarguy]

Without pods on 2.4ghz right beside the gateway what is reasonable to expect?

[Bplayer]

No idea as I have a Pod connected ant it takes over selecting the band and manages the speed. I think the specs for the Pods have a max speed of 200Mbps, but in practice the maximum is likely 100-150Mbp.

[zcarguy]

I would argue when you get speeds over 50 or 75 likely you are connected to 5ghz.  If you use pods and combine your 2.4/5 ghz you would have a hard time knowing how well your 2.4ghz is performing.  I suspect if you get far enough from the router and are can only pick up 2.4 you speeds will drop dramatically