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Upgraded to Gigabit Internet - Not getting package speeds

stockylobster
I Plan to Stick Around

Only getting around 50Mbps down. Upload is fine. Tried wifi, hardwired to the modem, and standalone router. All the same. When i call tech support they say there is a suspension on the account. They can't explain why. They did some trouble shooting and had to send this off to the next level.

Now, 2 of my coworkers who also upgraded and have the exact same issue. Slow download speed, upload is fine, tech says there is a suspension etc...

Before the upgrade my connection was working fine. Right now my games online getting lag spikes....

 

*Added Labels*

63 REPLIES 63

Re: Upgraded to Gigabit Internet - Not getting package speeds

burnsth
I've Been Here Awhile

I'm having the same problem after "upgrading" from 150 to 1GB Ignite service.  Performance is inconsistent to say the least and often slower when using wi-fi on my laptop.  I'm going to ask Rogers if I can revert back to my old service.

Re: Upgraded to Gigabit Internet - Not getting package speeds

Hello, @burnsth.

 

Welcome to Rogers Community Forums! 😀

 

Thank you for joining this conversation; inconsistent Internet performance can be disappointing.

 

We'd be happy to help troubleshoot the issue for you. Let's begin with analyzing the signal levels at the modem. Please log into your modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections.

 

We look forward to hearing from you. 

 

Cheers,

RogersMoin

Re: Upgraded to Gigabit Internet - Not getting package speeds

burnsth
I've Been Here Awhile

I don't think this issue is with the service coming into to the router.  When I use my laptop wirelessly near the router, the service is reasonable (see attached).   OOPS, it looks like I can't seem to be able to attach the screen shots to this message so here goes .. the download speed was 585 mbps and the upload was 32.4 mbps.  When I run the same test on the same laptop downstairs where my office is I just got 40.7 mbps upload and 31.3 mbps download.  The 1 GB service gives me inconsistent results (I've been as slow as 20 mbps download) and is also appears to drop the 5G band on occasions (and reverts to 2.4).  I know that you will have a long list of reasons for slow wi-fi performance but here's my reasoning about there being a problem.  When I had my 150 mbps service, performance was stable and I consistently averaged download speeds of 60-70 mbps on my office laptop.  Also, the 5G band never dropped.  All perfectly good. The only reason that I upgraded to the 1GB service was because of the hype/marketing of promised higher speeds and a marginal increase in the monthly cost.  Now I'm questioning if I did the right thing ....

 

Re: Upgraded to Gigabit Internet - Not getting package speeds

Hello, @burnsth.

 

I appreciate your efforts of testing the speed close to the modem and away from the modem. It appears that you have narrowed down the issue to WiFi performance. 

 

I can assure you that the WiFi performance is not related to your Internet package/subscription. Since upgrading to Gigabit package, have you made any changes to modem's location or position? For optimal WiFi performance, the modem should in a standing/vertical position at least one meter above the floor with enough clearance around it.  

 

Please send us a private message at @CommunityHelps  so we can look into the WiFi settings on the modem to see if we can optimize the WiF performance. You can check out this blog for more info on our private messaging process. 

 

Cheers,

RogersMoin

Re: Upgraded to Gigabit Internet - Not getting package speeds

VoodooSquirrel
I'm Here A Lot

Not getting anywhere close to package speeds either - signed up for 1Gb, lucky to pull 200 on a wired device - Rogers has already sent 4 trucks out and they've only succeeded in blacking out the entire street on multiple occasions. Support only ever says looks fine here, we need to send a technician.