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500U Slow Speeds

hiho
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 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

 

 

67 REPLIES 67

Re: 500U Slow Speeds

andynaudi
I've Been Here Awhile

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!

Re: 500U Slow Speeds

RayB50
I Plan to Stick Around
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

Re: 500U Slow Speeds

57
Resident Expert
Resident Expert

@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?



Re: 500U Slow Speeds

RayB50
I Plan to Stick Around
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

Re: 500U Slow Speeds

57
Resident Expert
Resident Expert

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



Re: 500U Slow Speeds

@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. 



Re: 500U Slow Speeds

RayB50
I Plan to Stick Around

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

Re: 500U Slow Speeds

SteveAdams
I Plan to Stick Around

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.  

Re: 500U Slow Speeds

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

 

Re: 500U Slow Speeds

RayB50
I Plan to Stick Around
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.

Re: 500U Slow Speeds

57
Resident Expert
Resident Expert

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.



Re: 500U Slow Speeds

RayB50
I Plan to Stick Around
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.

Re: 500U Slow Speeds

57
Resident Expert
Resident Expert

@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.



Re: 500U Slow Speeds

RayB50
I Plan to Stick Around
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.

Re: 500U Slow Speeds

zcarguy
I've Been Here Awhile

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.   

Re: 500U Slow Speeds

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

 

Re: 500U Slow Speeds

zcarguy
I've Been Here Awhile

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. 

Re: 500U Slow Speeds

Bplayer
I'm a Trusted Contributor

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.

Re: 500U Slow Speeds

zcarguy
I've Been Here Awhile
Without pods on 2.4ghz right beside the gateway what is reasonable to expect?

Re: 500U Slow Speeds

Bplayer
I'm a Trusted Contributor

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.

Re: 500U Slow Speeds

zcarguy
I've Been Here Awhile

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

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