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

[RogersCorey]

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

[hiho]

9 days and still waiting for the call from the senior techi guy

[RogersMoin]

Hello, @hiho.

We have responded to your PM, thank you for your patience.

Regards,

RogersMoin

[hiho]

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 🙂

[hiho]

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.

[hiho · Accepted solution]

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..

[Dave326]

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

[Datalink]

@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. 

[Gdkitty]

As well, I guess he was testing wired.
Your testing wired as well?

And your testing to the same endpoint on the speedtest?

[Dave326]

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

[brucepow]

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.

[brucepow]

this is from my cable model for the docsis view

DOCSIS Overview

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

Downstream Overview

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

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	4K	275600000	YES	YES	YES	5.099998

Upstream Overview

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

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 @brucepow wrote: 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.

[RogersMoin]

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

[stever1]

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!

[RogersMoin]

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

[Joel1990]

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

[RogersCorey]

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

[Joel1990]

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. 

[RogersCorey]

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

[dmbcanda]

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!