02-10-2019
09:25 AM
- last edited on
09-18-2019
09:01 AM
by
RogersTony
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
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 |
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 |
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 |
Solved! Solved! Go to Solution.
02-19-2019
05:56 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
so since about an hour after the techs left on monday i noticed mey internet was running better so i went and did some speedtest here and oklay and found that my dl/ul speeds are now what they should be 500+/20 :=). funny thing though i got an email this morning saying that the escalted ticket where they were going to monitor the node i am on could not find any issues? and if i still have problems to contact them using the case number they had given me..
so from what i can find out there was nothing wrong with my internet for the last month and it fixed it self an hour after the techs left 🙂
any who this issue has been resolved not sure how or who but with the help with the forum staff mods giving the techies a reminder that i was still waiting for their call fro them to come out i would prob still be waiting..
02-10-2019
01:22 PM
- last edited on
09-18-2019
09:01 AM
by
RogersTony
Good afternoon @hiho!
It has been awhile! I am sorry that your return was prompted by this experience :(. Let us turn this around for you.
If your case was escalated to a Senior Tech on the 2nd, you really should have heard something by now. Please PM us @CommunityHelps and we'll find out what's happening with your call back. If any further action is needed on our part, I'll take care of it for you.
If you're not familiar with our PMing process, you can find instructions here.
Regards,
RogersCorey
02-11-2019
09:30 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
9 days and still waiting for the call from the senior techi guy
02-11-2019
11:55 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
02-12-2019
10:30 AM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
k just got a call from the supervisor tech guessing thats a senior tech? we setup a house visit for monday feb 18th 10:00-12:00 they wanted to come this thursday but i had plans for that day that couldnt be changed, i tried for the weekend but i guess they dont do weekends :-)...from past experince with all this i am still confused as to why after the first tech said that it wasnt in houlse that was the problem but outside which means that i dont need another inhouse visit just to confirm what the firs tech said, cause i am 99.9% sure that the bottom line will be that the next tech visit will be escalted once again.. but we will just have to wait see 🙂
02-18-2019
02:29 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
kool just had my tech visit a senior and reg tech they did a few tests ,in house was good,tap was good,house to tap was good but they replaced the connector at the house just in case,and something that i find weird is that my 2 putters show that i have slow speeds as reported by all the test sites that they had me go to but with their laptob the speed tests all come back at over 550..
they have escalated the problem to have node congession checked but from speaking with tech support on line there hasnt been any issues in my area...i should here something back by wed or thurs this week so wee shall see what is up.
02-19-2019
05:56 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
so since about an hour after the techs left on monday i noticed mey internet was running better so i went and did some speedtest here and oklay and found that my dl/ul speeds are now what they should be 500+/20 :=). funny thing though i got an email this morning saying that the escalted ticket where they were going to monitor the node i am on could not find any issues? and if i still have problems to contact them using the case number they had given me..
so from what i can find out there was nothing wrong with my internet for the last month and it fixed it self an hour after the techs left 🙂
any who this issue has been resolved not sure how or who but with the help with the forum staff mods giving the techies a reminder that i was still waiting for their call fro them to come out i would prob still be waiting..
09-12-2019
08:29 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
hi am experiencing the same issue have a 500u and only getting under 100 mbp/s they sent a tech plug his pc murphy law get 600mb/s says it my pc'ss and laptops , tablets, cell phone all my device ..what ? so he leaves not a minute later i run another speed test on all my device wow averaging 300mb/s ok ..short lived !!!!a few hour later now still barely getting 40mb/s ..not an issue with my devices...something upstream is slowing me down there is definitely something going on.....not a modem/connectivity or issue with my devices something this is not right !! not a happy camper...just upgraded from 100u to 500u ignite , my 100u was barely usable pass few months thinking instead of replacing modem....etc i will upgrade my service but didn't help ....still getting slow /slower speeds
09-12-2019
10:16 PM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
@Dave326 can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the Downstream Overview, all the way down to the bottom of the Upstream Overview or OFDM/OFDMA section, depending on which modem you have. In either case, copy that whole table. Highlight or select that entire area, right click .... Copy. Then paste that into a post, right click .... Paste. That will paste in the entire table into a post.
With that signal data available, maybe we can see if there's any problem with either the upstream or downstream signal levels.
09-13-2019
08:48 AM
- last edited on
09-18-2019
09:02 AM
by
RogersTony
09-14-2019 09:01 AM
Hi yes i have been testing multiple device wifi and ethernet
here just a quick snapshot of what i i am getting was told was all my devices didn't do anything to my device but somehow seems a bit better....something was and is not right and it is not at my end
Date | Download Speed | ||||||
2018-11-30, 12:11 a.m. | 642.3006 | ||||||
2018-11-30, 12:12 a.m. | 142.4606 | 100U | |||||
2018-11-30, 12:14 a.m. | 135.4087 | 100u | |||||
2018-11-30, 8:55 a.m. | 135.3668 | 100u | |||||
2019-03-16, 1:45 a.m. | 135.1695 | 100u | average speed for the time I had 100u | ||||
2019-05-28, 8:37 p.m. | 133.7559 | 100u | |||||
2019-07-14, 9:45 a.m. | 141.6734 | 100u | |||||
2019-07-14, 1:08 p.m. | 18.8513 | 100u | start of having issues | ||||
2019-07-14, 1:10 p.m. | 20.70854 | 100u | all device slow | ||||
2019-07-14, 1:11 p.m. | 16.29839 | 100u | all devices slow same reading all devices | ||||
2019-07-20, 8:24 a.m. | 3.83576 | 100u | another day slow all devices | ||||
2019-07-20, 8:34 a.m. | 17.9689 | 100u | slow | ||||
2019-07-20, 8:35 a.m. | 20.19162 | 100u | slow | ||||
2019-07-20, 8:35 a.m. | 18.76422 | 100u | slow | ||||
2019-07-20, 8:57 a.m. | 17.13242 | 100u | slow all devices everyday speed test on other devices | ||||
Upgradeed to 500u | |||||||
2019-09-07, 3:14 p.m. | 29.0957 | 500U | different times of day and different server test | ||||
2019-09-07, 3:19 p.m. | 25.36734 | 500u | average speed since upgrade to 500u | ||||
2019-09-09, 8:01 p.m. | 70.0903 | 500U | average speed since upgrade to 500u | ||||
2019-09-11, 8:36 a.m. | 42.2178 | 500U | average speed since upgrade to 500u | ||||
2019-09-11, 10:00 a.m. | 68.70753 | 500u | average speed since upgrade to 500u | ||||
2019-09-11, 10:08 a.m. | 75.54958 | 500u | average speed since upgrade to 500u | ||||
2019-09-11, 10:21 a.m. | 41.83487 | 500u | average speed since upgrade to 500u | ||||
2019-09-11, 10:27 a.m. | 58.11642 | 500u | average speed since upgrade to 500u | ||||
2019-09-11, 6:14 p.m. | 71.53527 | 500u | average speed since upgrade to 500u | ||||
2019-09-11, 7:18 p.m. | 75.22604 | 500u | average speed since upgrade to 500u | ||||
2019-09-11, 7:36 p.m. | 160.7085 | 500u | ok now getting average speed was getting on 100u | ||||
2019-09-11, 7:37 p.m. | 148.4203 | 500u | ok now getting average speed was getting on 100u | ||||
2019-09-11, 7:42 p.m. | 162.571 | 500u | ok now getting average speed was getting on 100u | ||||
2019-09-12, 7:35 a.m. | 179.639 | 500u | ok now getting average speed was getting on 100u | ||||
2019-09-12, 8:27 a.m. | 245.0363 | 500u | wow never seen that speed tech is on his way | ||||
2019-09-12, 10:39 a.m. | 117.5678 | 500u | short lived back to 100u speed | ||||
2019-09-12, 11:16 a.m. | 85.14734 | 500u | Back to this speed and worse on all my devices | ||||
2019-09-12, 11:17 a.m. | 325.9059 | 500u | Tech leaves all a sudden wow never seen those speeds | ||||
2019-09-12, 11:43 a.m. | 367.2394 | 500u | didn’t do anything to my device | ||||
2019-09-12, 11:44 a.m. | 384.4408 | 500u | somehow I finally got good speed on all my devices | ||||
2019-09-12, 12:03 p.m. | 344.2397 | 500u | I finally got good speed didn’t do anyhting to my devices | ||||
2019-09-12, 12:20 p.m. | 329.8239 | 500u | didn’t do a thing on my end | ||||
2019-09-12, 1:11 p.m. | 239.4268 | 500u | better | ||||
2019-09-12, 5:45 p.m. | 361.7758 | 500u | better | ||||
2019-09-12, 5:46 p.m. | 326.0082 | 500u | ok | ||||
2019-09-12, 5:46 p.m. | 315.9845 | 500u | ok | ||||
2019-09-12, 7:28 p.m. | 26.39374 | 500u | what ? | ||||
2019-09-12, 7:29 p.m. | 72.22042 | 500u | oh no | ||||
2019-09-12, 7:44 p.m. | 80.8672 | 500u | oh no | ||||
2019-09-12, 8:40 p.m. | 74.25304 | 500u | oh no | ||||
2019-09-12, 9:29 p.m. | 64.76232 | 500u | oh no | ||||
2019-09-12, 9:56 p.m. | 84.27686 | 500u | on no | ||||
2019-09-12, 10:23 p.m. | 42.28426 | 500u | oh no not good | ||||
2019-09-12, 10:24 p.m. | 30.28042 | 500u | ouch something is not right | ||||
2019-09-12, 10:30 p.m. | 67.04834 | 500u | ok maybe congestion but not my device issue its upstream | ||||
2019-09-12, 10:32 p.m. | 393.1394 | 500u | WOW OK Much better this is what I should be getting | ||||
2019-09-12, 10:56 p.m. | 399.9668 | 500u | OK | ||||
2019-09-12, 10:57 p.m. | 337.9746 | 500u | ok | ||||
2019-09-12, 11:05 p.m. | 375.8917 | 500u | ok | ||||
2019-09-12, 11:14 p.m. | 417.9302 | 500u | wow | ||||
2019-09-12, 11:25 p.m. | 421.6285 | 500u | wow | ||||
2019-09-12, 11:26 p.m. | 200.6884 | 500u | ok | ||||
2019-09-12, 11:28 p.m. | 370.3044 | 500u | ok | ||||
2019-09-12, 11:33 p.m. | 149.6189 | 500u | ok connected to a wifi pod | ||||
2019-09-12, 11:34 p.m. | 169.3798 | 500u | ok connected to a wifi pod | ||||
2019-09-12, 11:37 p.m. | 144.8279 | 500u | another room wifi pod | ||||
2019-09-13, 7:17 a.m. | 127.656 | 500u | wifi pod | ||||
2019-09-13, 7:48 a.m. | 115.7134 | 500u | wifi pod | ||||
2019-09-13, 8:00 a.m. | 129.9245 | 500u | wifi pod | ||||
2019-09-13, 5:33 p.m. | 387.0927 | 500u | gateway ok speed | ||||
2019-09-13, 6:37 p.m. | 135.2887 | 500u | wifi pod | ||||
2019-09-13, 8:04 p.m. | 344.5835 | 500u | wow much better | ||||
2019-09-13, 11:31 p.m. | 390.6018 | 500u | ok | ||||
2019-09-14, 12:00 a.m. | 96.14413 | 500u | maybe congestion | ||||
2019-09-14, 12:01 a.m. | 532.1313 | 500u | what is that wow awesome give me more | ||||
2019-09-14, 12:05 a.m. | 587.7996 | 500u | again wow! This is what I should be getting | ||||
2019-09-14, 12:08 a.m. | 365.276 | 500u | ok | ||||
2019-09-14, 12:09 a.m. | 196.6005 | 500u | wifi pod | ||||
2019-09-14, 12:11 a.m. | 186.884 | 500u | wifi pod | ||||
2019-09-14, 12:17 a.m. | 180.3812 | 500u | wifi pod | ||||
2019-09-14, 12:18 a.m. | 328.8284 | 500u | gateway ok speed | ||||
2019-09-14, 12:58 a.m. | 104.7688 | 500u | pod | ||||
2019-09-14, 12:58 a.m. | 206.2879 | 500u | pod | ||||
2019-09-14, 7:20 a.m. | 405.9789 | 500u | wow! What do I have to do to average this speed |
09-17-2019
03:49 PM
- last edited on
09-18-2019
09:07 AM
by
RogersTony
my house has a ignite 500 cable internet connection. since last year this connection has had a weird problem.
it is running docsis 3.1, download speed is like 2.1Mbps while upload speed is at 20+Mbps
rogers tech came once in the last month, said it was related to a cable filter device installled like two years ago to reduce the power of the cable signal strength, the speed became fine/normal after the visit, but after a month or so, the problem reappeared. crawling back like a creepy ghost.
09-17-2019
04:02 PM
- last edited on
09-18-2019
09:07 AM
by
RogersTony
Network Access | Permitted |
IP Address | 7.xx *privacy* |
Subnet Mask | 255.255.240.0 |
Gateway IP Address | 7.xx *privacy* |
DHCP Lease Time | 😧 06 H: 12 M: 41 S: 13 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 597000000 | 256QAM | 3.000 | 8 | 37.356 |
2 | 849000000 | 256QAM | 3.900 | 2 | 37.636 |
3 | 855000000 | 256QAM | 4.100 | 3 | 37.636 |
4 | 861000000 | 256QAM | 4.700 | 4 | 37.636 |
5 | 579000000 | 256QAM | 3.000 | 5 | 37.636 |
6 | 585000000 | 256QAM | 2.800 | 6 | 37.636 |
7 | 591000000 | 256QAM | 2.900 | 7 | 37.636 |
8 | 279000000 | 256QAM | 3.600 | 1 | 37.636 |
9 | 603000000 | 256QAM | 2.400 | 9 | 37.636 |
10 | 609000000 | 256QAM | 2.500 | 10 | 37.636 |
11 | 615000000 | 256QAM | 2.600 | 11 | 37.636 |
12 | 621000000 | 256QAM | 2.600 | 12 | 37.636 |
13 | 633000000 | 256QAM | 2.500 | 13 | 37.636 |
14 | 639000000 | 256QAM | 2.500 | 14 | 37.636 |
15 | 645000000 | 256QAM | 2.800 | 15 | 37.356 |
16 | 651000000 | 256QAM | 2.500 | 16 | 36.610 |
17 | 657000000 | 256QAM | 2.900 | 17 | 37.356 |
18 | 663000000 | 256QAM | 2.900 | 18 | 37.636 |
19 | 669000000 | 256QAM | 2.800 | 19 | 37.636 |
20 | 675000000 | 256QAM | 2.800 | 20 | 37.356 |
21 | 681000000 | 256QAM | 2.800 | 21 | 37.636 |
22 | 687000000 | 256QAM | 2.900 | 22 | 37.636 |
23 | 693000000 | 256QAM | 3.100 | 23 | 37.356 |
24 | 699000000 | 256QAM | 3.000 | 24 | 37.356 |
25 | 705000000 | 256QAM | 2.800 | 25 | 37.636 |
26 | 711000000 | 256QAM | 2.500 | 26 | 37.636 |
27 | 717000000 | 256QAM | 2.200 | 27 | 37.356 |
28 | 723000000 | 256QAM | 2.000 | 28 | 37.636 |
29 | 825000000 | 256QAM | 4.400 | 29 | 38.605 |
30 | 831000000 | 256QAM | 4.200 | 30 | 37.636 |
31 | 837000000 | 256QAM | 4.200 | 31 | 38.605 |
32 | 843000000 | 256QAM | 3.700 | 32 | 37.636 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | NA | NA | NO | NO | NO | NA |
1 | 4K | 275600000 | YES | YES | YES | 5.099998 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 23700000 | ATDMA - 64QAM | 30.750 | 2 | 6400000 |
2 | 38596000 | ATDMA - 64QAM | 34.750 | 3 | 3200000 |
3 | 30596000 | ATDMA - 64QAM | 30.750 | 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
|
09-18-2019 03:29 PM
Hello, @brucepow.
Welcome to Rogers Community Forums! 🙂
Thank you for posting slow speed concern in the Community. I appreciate listing the signal strength table; the levels seem to be within specs. However, we would like to analyze the OFDM Downstream channel to isolate the issue.
Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.
Cheers,
RogersMoin
09-25-2019 10:20 AM
I just recently upgraded to Rogers Ignite 500 from 100 and I too have found that speeds have been spotty. The family room computer, which is on the main floor of our typical late 1980s house, is plugged into the modem via Ethernet and seems to be testing consistently over 500 -- so that part is good. BUT, my home office is on the second floor, and work from my laptop there so laptop was connecting via WiFi -- I have a Pod in the room with me, and my room is almost directly above the modem on the main floor. Despite having the Pod in the room with me, the signal strength oscillates between full bars and one lower than full. I was getting speeds from 20 to 40 Mbps. I then ran an Ethernet cable from the Pod to my computer and was getting around 40 Mbps. I was on the phone with a tech yesterday, and he had me reboot my work computer and I suddenly got well over 100 Mbps. But later that day and today, it's back to 20-40 range. I just reconnected my D-Link Powerline unit (Ethernet from modem to base unit on main floor, then the receiving unit plugged in to outlet in my office and then Ethernet from there to laptop) and now getting about 190 Mbps - quite good, but still only about 40% of what I theoretically should get. I had hoped with the Pods that I would be able to REDUCE the amount of hardware plugged in all over the place, but doesn't look that way. So I am wondering why the WiFi is so slow with those "mesh" pods -- they are worse than the 100u setup I had before! As it stands now, it looks like I need to get rid of the Pods and buy more Powerline units -- connecting my PS4 which is in the basement is next on my to do list, as I don't trust the speed it's getting. Based on my observations so far, the PS4 is getting worse speeds, even being plugged into a Pod via Ethernet. Bottom line, if you can confirm that the Pods are the weak link, then I can move forward with a solution. Thanks!
09-26-2019 09:29 AM
Hello, @stever1.
Thank you for posting your query in the Community. As you observed, it's good to know that your modem is delivering the package speed on your wired computer.
Our Community can surely assist in figuring out the best possible options to get good speeds for other devices.
Since you have mentioned mesh and pods, can you clarify if you have Ignite TV service or regular cable service? Is the mesh network self-installed?
Please also provide the modem and mesh networks' make and model.
We look forward to hearing from you.
Cheers,
RogersMoin
09-28-2019 02:09 PM - edited 09-28-2019 02:14 PM
Hi, I also have ignite 500u and have the similar slow speeds issue with ethernet and wifi connections. A tech support did come over and said everything is working and my devices are the problem. I do not understand how I had the cable internet with 500u connection using the white rectangular modem (hitron?) in the past and my devices did not experience the same slow speeds as now changing over to ignite 500u. I am not using a router, and the modem is placed in the same location as the previous cable internet modem. I am not sure what to do and if support can help. Below is the table for the downstream and upstream. Also, is there a way to change the DNS entries on the mode itself, I believe I was able to do the same with the previous cable modem (white rectangular shape) and curious if that can help my speeds a little. The tech support person who came over did say the modem is fine, and no issues. For some reason, I am getting invalid HTML error when pasting in the the downstream results...
Upstream Channel Bonding Value
Index 1 2 3 4
Lock Status Locked Locked Locked Locked
Frequency 22 MHz 25 MHz 30 MHz 36 MHz
Symbol Rate 2560 2560 5120 5120
Power Level 44.5 dBmV 44.5 dBmV 43.5 dBmV 40.3 dBmV
Modulation QAM QAM QAM QAM
Channel Type TDMA_AND_ATDMA TDMA_AND_ATDMA ATDMA ATDMA
09-29-2019 12:46 PM
Hello and welcome to our Community Forums @Joel1990!
We'd love to help you out but we'll need a little more information. If you scroll up, you should see the format in which others have posted their signal levels from their gateway.
If you would also be so kind as to do a speed test and post the results here, that would allow us to better understand the scope of your degraded speeds. In addition, if you could perform a tracert and post the results here, that may help us to identify the potential source of the issue.
For the sake of your privacy, please be sure you redact any personally identifying information such as your MAC address or IP address.
Regards,
RogersCorey
09-29-2019 11:55 PM
Hi Corey,
I did look at the previous posts for the structure of the results, but every time I try to use the tables, I get an HTML error like my last message mentioned. So I am not sure how to post the results...
speed tests using speedtests.net and fast.com yield results averaging just over 200mbps, and I am currently on a 500u plan.
09-30-2019 09:38 AM
Hey @Joel1990!
It's possible there's an issue with your browser that's causing the HTML error but it's nothing we can't workaround.
You could screenshot the results and post them as a picture or link us to a simple text file with the results.
In any case, I think it would be best if I ran some tests from here for you. Please PM us @CommunityHelps when you can so I can take a look at your modem and area directly.
If you're not familiar with our PMing process, you can find instructions here.
Regards,
RogersCorey
10-28-2019 10:41 AM
I am having slow speeds as well while connected via ethernet on the 500U package. Chatted with tech support on the weekend and they told me to swap modem, so I did and it did nothing. They escalated to engineering and my ticket was closed a few hours later saying no issues. Well I can tell you I am having issues still!