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Slow Internet

jennyb373
I Plan to Stick Around

Hi everyone, 

I'm living in a house with 5 other people and we are experiencing such slow internet connection, currently we have the express package from Rogers.
Basically I can't stream video without pausing every few minutes or so, and watching a video and browsing the internet on another tab is nearly impossible. 
The internet is still slow even if not all of us are using it. We have called Rogers before and all they did was switch modem channels or something ... and that didn't do anything at all to make the situation better. Note that we are all students and use the internet frequently. Any ideas of what is wrong?

Thanks!

 

 

***edited labels***

218 REPLIES 218

Re: Slow Internet

dmbcanda
I Plan to Stick Around

I just had 500u activated yesterday using a CGNM-3552 and so far this is the fastest I can get while hardwired and my network adapter is Gibabit Ethernet.   Is this due to congestion or is this the fastest I should expect?

SpeedTest.JPG

Re: Slow Internet

jays77
I'm a Trusted Contributor

Anyone know some magic words to get Rogers to send a tech out to check out and fix our internet connertion withouthaving to try a million things first?

 

Since switching from the Hybrid Lite to Ingnight 30 we have had nothing but problems.  At first we were getting about the same or slower download speed as the Lite with semi regular disconects from the internet.  Since Sat. if we can connect the download speed is about 0.5-1 Mbps but usually the speed test times out before registering. The internet connection is very unstable though at the moment it seems OK.

 

No one here really has a lot of tech savey and my eyes glaze over when reading through this site.  In any case at this point we are not interested in spending an hour or two being "walked through"  trials of this and that.

 

Given that our service has been so eratic this weekend it is likely that I'll lose connection before anyone sees this but I feel better for having a little rant. 

I'm going to call in tomortow and hope they will send someone out at a time my daughter can be here since it is here computer that is hooked up to the modem.

Re: Slow Internet

@jays77, call tech support and ask the CSR to run a signal check on the modem.  Hopefully that will fail immediately and as a result the CSR will arrange for a tech visit at your convenience.  Let the CSR know what you're experiencing in terms of slow data rates and any other problems with Cable TV or Home Phone.  The signal check will hopefully indicate if you have cable and/or connector  problems on the go.  Ask him or her to check for noise and look at the noise history as well. 



Re: Slow Internet

For the last couple of weeks been getting weird speeds,had tech guy come out and said everything was fine , but my speeds are acting up. can jump from 290down then dropping to 130/150/180 same as upload speeds and also ping going up and down

Re: Slow Internet


Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM 5.800 35 40.366
2 363000000 256QAM 4.200 10 40.366
3 369000000 256QAM 4.200 11 40.366
4 375000000 256QAM 4.200 12 40.946
5 381000000 256QAM 4.100 13 40.946
6 387000000 256QAM 4.400 14 40.946
7 393000000 256QAM 4.200 15 40.366
8 399000000 256QAM 4.200 16 40.366
9 405000000 256QAM 4.300 17 40.366
10 411000000 256QAM 4.700 18 40.946
11 417000000 256QAM 4.800 19 40.366
12 423000000 256QAM 4.800 20 40.946
13 429000000 256QAM 4.100 21 36.610
16 447000000 256QAM 4.900 24 40.366
17 555000000 256QAM 6.000 25 40.366
18 561000000 256QAM 6.100 26 40.366
19 567000000 256QAM 6.000 27 40.946
20 573000000 256QAM 5.700 28 40.366
21 603000000 256QAM 5.900 33 40.366
22 609000000 256QAM 5.800 34 40.366
23 357000000 256QAM 3.900 9 40.366
24 621000000 256QAM 5.700 36 40.366
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 40.250 2 6400000
2 38596000 ATDMA - 64QAM 43.250 3 3200000
3 30596000 ATDMA - 64QAM 40.500 1 6400000

Re: Slow Internet

Is that durring a good time, or or a bad time?

Re: Slow Internet

Those signal levels where done this afternoon when the speeds where acting up why ?

Re: Slow Internet

So this is the message i got from Rogers on Twitter Rogers help- What's really going on is a noise issue. Your signal to noise ratio is 40.9 when it should be >= 25. It's very far out of specification and this ticket that was launched will find out why. -

Re: Slow Internet

luckee777
I've Been Here Awhile

Having a problem with my uploads. Cannot get over 10 Mbps. Any ideas? Also download speeds can run up to about 700 Mbs.

 

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM47.50026400000
238596000ATDMA - 64QAM49.50033200000
330596000ATDMA - 64QAM48.00016400000

Re: Slow Internet

Would need to know what plan your on @luckee777

Re: Slow Internet

luckee777
I've Been Here Awhile
1Gbps/50Mbps. Roger tech was out and said that my modem was in spec. and that it was my equipment was the problem. I do understand that older equipment migh play a part but on the upload speeds as well? When I asked the tech that question he said he would have to get someone to call me(which they haven't). Just for comparison I now checked my speeds (rogers speed test) on a 3 yr old laptop (wired) and got 515/7 and on speedtest.net 450/14. Also note that I noticed if I get a higher download speed my upload decreases dramtically as well (re ran Rogers 658/4)?
 

Re: Slow Internet

ping - 10 ms
download speed - 1.24 mbps
upload speed - 0.94 mbps

 

Well, the internet being slow doesn't happen all the time but I'd say a solid 80%...15% of the time it just doesn't work at all and the remaining 5% is okay at best.  I guess paying for their "best internet package" (so the rep says) is this?  Called probably 10 times within the last month to get the answer of "nope everything is fine"...not what you want to hear after waiting 25 - 30 minutes.  Why am I spending so much when I only get to use this service for part of the day, while I spend more time calling and waiting for the internet to be back up?  Does anyone have the same issue?

Re: Slow Internet

dmbcanda
I Plan to Stick Around

I have the CGNM-3552 modem on a 500/25 plan and have no speed issues hardwired, but my 2.4ghz wifi sucks big time.  Hard to get 30mpbs using a tablet or xbox.   Tried in Bridge mode using my own router same result.   Modem has some phantom wifi profile(SSID) which mirrors my own SSID, channel, etc.  Causing interference and lower speed.   Can Rogers not fix this?

Re: Slow Internet

fi3nds
I've Been Here Awhile

Most inconsistent provider i've ever had + support is a nightmare, slow upload speeds

 

 

Internet speeds on a good day are this:

https://puu.sh/rKpnJ/d77a3173aa.png
(601down/29up)

 

Then they drop to this for no reason:

https://puu.sh/rL8G2/3346f11888.png
(229down/5up)

I have to talk to 3-4 online chat support reps for them to do something about it cuz the first 3 insist on rebooting my modem or blaming my wireless. ( CHECK THE LOGS, STOP BEING IGNORANT, beleive me when i say i've powercycled, beleive me when i say its not my wireless, (2 x 500$ A/C2400 routers bridged @ 924Mb/s))
anyways... they open a tier 2 ticket, 2-3 days later i get a canned email saying "your issue has been resolved" ZERO technical information provided cuz they assume everyone using their service is a donkey.

internet worked at speeds advertised for 3 days and now its back to slow again. Your online chat queue wait time currently exceeds the browser timeout programmed into your online chat portal.

I still pay for tekcavvy cable 100/10 because i had a feeling you guys weren't going to be able to provide a reasonable user experience. Your 500/20 package consistantly drops to 300/5 , the 5mb upload being the problem. Teksavvy provides 10mb upload 99.9% of the time. What on earth are you  guys doing on your end?

Anyways, im sick of this dance.  Here's my ticket C116209046, Im not powercycling, im not accepting the blame of my wifi connection any longer. I'm no longer providing any additional information. After 8 support contacts I finally found someone to admit the issue is on your end.

C116209046,
Is it possible to add some additionnal upstreams to my modem? (i was already told by support this can be done)
Could you possibly  "your problem was resolved" again ?
How about monitoring this as a test case with a goal of actually improving the network for your customers.

I've spent more time with support in this month and a half of being a rogers customer than the last 6 years with teksavvy.

At the very minimum if you guys INSIST on continuing with poor service would it be possible to allow teksavvy higher speeds?

 

 

Re: Slow Internet

sfaiz1
I've Been Here Awhile

Slow speeds with rogers ignite gigabit

 

Hi there,

I really want your opinion on this

I have rogers ignite gigabit service and the maximum speed I am getting on a wired connection is 300Mbps
My computer Ethernet is capable of 1 gig and I am also using a cat6 cable
I ran 3 speed tests during the day , morning, afternoon and evening, they are all different but the maximum I am getting is 300 Mbps
What could be the problem

Re: Slow Internet

Answered via private message.  Please have a look at your message inbox.



Re: Slow Internet

dmbcanda
I Plan to Stick Around

1. Have you tried another Cat 6 cable?

2. On Back of Modem is the light where Cat6 plugged into amber or green?  If it is green then your connection is not gigabit.

 

 

Re: Slow Internet

sfaiz1
I've Been Here Awhile
It's amber

Re: Slow Internet

luckee777
I've Been Here Awhile

@fi3nds wrote:

Most inconsistent provider i've ever had + support is a nightmare, slow upload speeds

 

 

Internet speeds on a good day are this:

https://puu.sh/rKpnJ/d77a3173aa.png
(601down/29up)

 

Then they drop to this for no reason:

https://puu.sh/rL8G2/3346f11888.png
(229down/5up)

@I have to talk to 3-4 online chat support reps for them to do something about it cuz the first 3 insist on rebooting my modem or blaming my wireless. ( CHECK THE LOGS, STOP BEING IGNORANT, beleive me when i say i've powercycled, beleive me when i say its not my wireless, (2 x 500$ A/C2400 routers bridged @ 924Mb/s))
anyways... they open a tier 2 ticket, 2-3 days later i get a canned email saying "your issue has been resolved" ZERO technical information provided cuz they assume everyone using their service is a donkey.

internet worked at speeds advertised for 3 days and now its back to slow again. Your online chat queue wait time currently exceeds the browser timeout programmed into your online chat portal.

I still pay for tekcavvy cable 100/10 because i had a feeling you guys weren't going to be able to provide a reasonable user experience. Your 500/20 package consistantly drops to 300/5 , the 5mb upload being the problem. Teksavvy provides 10mb upload 99.9% of the time. What on earth are you  guys doing on your end?

Anyways, im sick of this dance.  Here's my ticket C116209046, Im not powercycling, im not accepting the blame of my wifi connection any longer. I'm no longer providing any additional information. After 8 support contacts I finally found someone to admit the issue is on your end.

C116209046,
Is it possible to add some additionnal upstreams to my modem? (i was already told by support this can be done)
Could you possibly  "your problem was resolved" again ?
How about monitoring this as a test case with a goal of actually improving the network for your customers.

I've spent more time with support in this month and a half of being a rogers customer than the last 6 years with teksavvy.

At the very minimum if you guys INSIST on continuing with poor service would it be possible to allow teksavvy higher speeds?

 

 


There is nothing that can be done with the slower speeds. Rogers says that since I am downtown London area there too many people using the cable and thats that. 

Re: Slow Internet

Cap07
I'm a Reliable Contributor

Anyone else notice opening pages on the internet is rrrreeeaaalllly slow? I just noticed this yesterday. Nothing has changed at my end. Used to click on a link and a second or two later it would pop open. Since yesterday morning it's been snail-speed. Sometimes a page times out. Even getting on here took way more time than usual. I ran the speed test and came up with: Latency: 2153 ms; Jitter: 1548 ms; Download: 33.87 mbps; Uploads: 3.00 mbps. The internet connection says Excellent.

 

Re: Slow Internet

dmbcanda
I Plan to Stick Around

Yep,  have had issues with Google Chrome loading up since day one of Gigabit internet.  Anything related to my Google account times out on boot, works fine after a few minutes of surfing.   Speeds not an issue, neither is jitter or latency.

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