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Which Modem does Rogers rent for Express Service?

ottawacan
I Plan to Stick Around

I've had Express service since 2008, and was renting a modem.  That modem recently failed and I went to a Rogers store to get a replacement. 

 

The replacement I got is a "Scientific Atlanta DPC2100".

(I didn't bother noting the make and model of the old modem that failed. It was a vertical standing unit, much bigger than DPC2100, with a "Pause" button.)

 

I have noticed that, with the replacement modem, I am getting slower results at Speedtest.net.

I used to get download speeds up to 25 Mb/s, using Fibrenoire server in Montreal.

Now, the speed Never exceeds 19 Mb/s. The average speed is much lower - sometimes as low as 5 Mb/s.

 

This annoys me... even if Express Service promises a max of 18 Mb/s.

 

I would like to know whether I am paying for the latest and current modem that Rogers rents out for Express subscribers.

Do they currently rent out DPC2100? (I've sent this question to Rogers twice, with no answer as yet.)

What modem do you have (for Express service)?

 

 

***edited labels***

 

 

1 ACCEPTED SOLUTION

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Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

Your old modem sounds like the Motorola SB5100. I am using the same modem and have never had a problem with it.

 

The SA  DPC2100 is an older docsis 2 modem as well and I am surprised that Rogers even gave you this since the D2 modems are being phased out and replaced by the newer docsis 3 gateway modems - SMC and CISCO. You are definitely not paying for the latest and current modem that Rogers rents out for Express subscribers. Then again, your rental fee should be $4 a month while the D3 rental fee is $7 per month. 

 

The newer D3 modems are gateways - modem and router all-in-one! Most reports indicate that while the modem part works fine, the router is garbage and many customers need to put the modem in bridge mode (disabling the router part) and use their own router. 

 

As for your Speed Test results, you are likely experiencing the effect of the Rogers SpeedBoost technology. SpeedBoost detects when there is available bandwidth on the network and automatically provides a temporary burst of speed for the first 10 MB of a download or stream. As a result, speed tests are somewhat deceptive. I too get higher speed test results than what my speed actually is.

 

Also, the advertised Express speed of 18 Mbps only applies if you have a D3 modem (as does the 70 GB bandwidth allowance). Customers still using the D2 technology are only getting 10 Mbps with a 60 GB cap, despite the fact the the D2 modem is capable of both the higher speed and cap!

 

Hope this helps!

 


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Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

Your old modem sounds like the Motorola SB5100. I am using the same modem and have never had a problem with it.

 

The SA  DPC2100 is an older docsis 2 modem as well and I am surprised that Rogers even gave you this since the D2 modems are being phased out and replaced by the newer docsis 3 gateway modems - SMC and CISCO. You are definitely not paying for the latest and current modem that Rogers rents out for Express subscribers. Then again, your rental fee should be $4 a month while the D3 rental fee is $7 per month. 

 

The newer D3 modems are gateways - modem and router all-in-one! Most reports indicate that while the modem part works fine, the router is garbage and many customers need to put the modem in bridge mode (disabling the router part) and use their own router. 

 

As for your Speed Test results, you are likely experiencing the effect of the Rogers SpeedBoost technology. SpeedBoost detects when there is available bandwidth on the network and automatically provides a temporary burst of speed for the first 10 MB of a download or stream. As a result, speed tests are somewhat deceptive. I too get higher speed test results than what my speed actually is.

 

Also, the advertised Express speed of 18 Mbps only applies if you have a D3 modem (as does the 70 GB bandwidth allowance). Customers still using the D2 technology are only getting 10 Mbps with a 60 GB cap, despite the fact the the D2 modem is capable of both the higher speed and cap!

 

Hope this helps!

 


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Re: Which Modem does Rogers rent for Express Service?

ottawacan
I Plan to Stick Around

Thanks for the info, IHR.

 

You said: "The SA  DPC2100 is an older docsis 2 modem"

Do you mean that the DPC2100 is older than the SB5100?

 

If that is the case, then maybe that explains why I was getting better results at speedtest.net with the SB5100 than I do now with the DPC2100. 

 

The sticker on my DPC2100 says it was manufactured in 2005! (Isn't that **bleep** OLD in this day and age?)

 

When I told the rep at Rogers store that my modem failed, he simply took it then handed me the DPC2100.

If he had offered me a docsis 3 modem, I'd have refused unless he promised higher speeds.

 

I already have 2 Apple Airport Base Stations. I'd feel stupid using a docsis 3 modem/router from Rogers.

 

Rogers' tactics seem to be getting more irksome every day. I will soon find an alternative.

Why don't they make it plain and official that what they advertise (18Mbps and 70GB) is not available without the costlier docsis 3 modem/router?

 

 

Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

I have no idea ottawacan which modem is older. I do remember that a number of years ago (7-8?) that Rogers notified us that we needed to bring our old modem in and replace it with a new one. We were given the SB5100. My sons got the same notice and they were given a Webstar, which I believe is the DPC2100. So I think it was just luck of the draw which modem you got. 

 

If you read the fine print on the Rogers page, it does kind of tell you that the D3 modem is required for the higher speeds. 

 

https://www.rogers.com/web/link/hispeedBrowseFlowDefaultPlans

 

You need to click on the "SEE FULL DETAILS" link at the bottom.

 

Taxes and a $14.95 one-time activation fee apply, plus $7.00/mo modem rental or $199.95 modem purchase (for "N" home networking modem). 

 

That statement has to be referring to the D3 modem.

 

Theoretically, there is no reason why Rogers could not provide the 18 Mbps speed and 70 GB cap with the D2 modems, but they want people to convert to the D3 and this is their incentive. It is just too bad they are providing such lousy equipment these days!

 

If you read the comment by DrRockso on this thread, you will see the kind of garbage people have to put up with if they have a D3 modem!

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/6341

Re: Which Modem does Rogers rent for Express Service?

One of the other posters has posted, that it has to do with channel bonding and something else.. .the reason they want to go to the D3 modems.

That part i can understand.. wanting to take advantage of the newest technology/software.

 

But i do have to agree.. about they need have a few more options.. even if not allowing more brands.. but just D3 modems on their own (not gateways).



Re: Which Modem does Rogers rent for Express Service?

The advertised Express speed of 18 Mbps only applies if you have a D3 modem (as does the 70 GB bandwidth allowance). Customers still using the D2 technology are only getting 10 Mbps with a 60 GB cap, despite the fact the the D2 modem is capable of both the higher speed and cap!

 

When contacted Rogers said that D2 technology modem and Express connection is a grandfather Express plan. Can't find the so called "Grandfather Express plan" anywhere in the website. It's only a verbal thing.

 

Rogers should be clear enough to say what they adverstise and what they offer. This is simple misleading. No problem if I don't get the speed nd the cap advertised for Express customers, if there is a "Grandfather Express plan" please show it as a plan in the list. That will be enough.

Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

@Rajj wrote:

The advertised Express speed of 18 Mbps only applies if you have a D3 modem (as does the 70 GB bandwidth allowance). Customers still using the D2 technology are only getting 10 Mbps with a 60 GB cap, despite the fact the the D2 modem is capable of both the higher speed and cap!

 

When contacted Rogers said that D2 technology modem and Express connection is a grandfather Express plan. Can't find the so called "Grandfather Express plan" anywhere in the website. It's only a verbal thing.

 

Rogers should be clear enough to say what they advertise and what they offer. This is simple misleading. No problem if I don't get the speed nd the cap advertised for Express customers, if there is a "Grandfather Express plan" please show it as a plan in the list. That will be enough.


An excellent suggestion! But Rogers wants to downplay the D2 modems in order to get more people onto the D3s. I know there is something to be said for the D3 technology - just not the garbage that Rogers is providing! I still think that in many ways I am better off with my SB5100 instead of having to put up with the dropped connections and poor wireless range that the D3 modems provided by Rogers are giving to customers! I am still looking for Rogers to come to their senses and authorize a good stand alone D3 modem for their Internet! An extra 8 Mbps in speed and a measly 10 GB more in usage allowance just does not do it for me!

Re: Which Modem does Rogers rent for Express Service?

Brucemartin2010
I Plan to Stick Around

@Rajj wrote:

When contacted Rogers said that D2 technology modem and Express connection is a grandfather Express plan. Can't find the so called "Grandfather Express plan" anywhere in the website. It's only a verbal thing.

 

Rogers should be clear enough to say what they adverstise and what they offer. This is simple misleading. No problem if I don't get the speed nd the cap advertised for Express customers, if there is a "Grandfather Express plan" please show it as a plan in the list. That will be enough.


There's no such plan. The term "grandfathered" comes from contract law. It means that Rogers changed the terms of the Express Plan for the worse, but their customers who already had the Express Plan get to keep the old terms that they signed up for. Anybody new who signs up for the Express Plan will only get the terms now advertised on the website for that plan. You would have to find an older description of the Express Plan to find out what terms you're getting.

 

Re: Which Modem does Rogers rent for Express Service?

Call it what you want Bruce, but Rogers is using the term "grandfathered" for those customers still on the old terms. These are customers using a D2 modem and still receiving 10Mbps download with a 60 GB cap. The new Express plan is not a change for the worse, but for the better - at least in terms of receiving 18 Mbps download with a 70 GB cap. But since you now have to use one of their D3 modems, perhaps it is a change for the worse!!

Re: Which Modem does Rogers rent for Express Service?

Clearly Rogers needs to find a better supplier of Modems than Scientific-Atlanta, Inc (Division of Cisco).

Why do you think the Rogers service vans keep an ample stock of them?

I have experienced a failure rate of 50% on new units right out of the box!

 

I have never had a DPC2100 last more than 10 months.  They have all overheated and burned out.

Even new units run increadibly hot.  Try touching the coax cable fitting where it enters the modem...it will be almost too hot to handle!

 

To extend the life of your DPC2100, make sure of the following:

 

Never stack them on top or below of other equipment!

 

Make sure they are in an open environment so they get plenty of air!

 

Never place paper or other flamable material on top of the modem (even for just a few moments).

 

 

Maybe I've just been unlucky, but 4 modems in less than 2 years is ridiculous!

Re: Which Modem does Rogers rent for Express Service?

Gdkitty
Resident Expert
Resident Expert

I think its hit and miss with the cisco/sci atlanta period (both net and tv)


their cable boxes.. i replaced my 8300 5 times in 4 years.

My current one, over a year, not an issue yet (even with the new IPG).

My mom has had the same SD box.. since the first day they started the digital boxes 😛

 

Modem wise..  havent had an issue yet.. my mom has had 2



Re: Which Modem does Rogers rent for Express Service?

First of, I'm glad to see this information - I've gathered some great deal of information.

 

I've been an Express subscriber for a while. I happen to buy (instead of rent) a DPC 2100 cable modem. Didn't really noticed about the speed coz for me, it's considered fast for my day-to-day use.

 

Now I noticed, Rogers Express now has a usage limit of 80GB. Mine continues to show 60GB (See, I never even knew that it was bumped to 70GB, coz I never exceeded 60GB monthly, except this month)

 

So I called Rogers about it and they say I have to upgrade my modem. I didn't understand this at first, coz why would a modem upgrade be required if they are the ones setting the usage limit anyways? They can simply set 60 to 80GB.

 

Further reading this forum topic today helped me learned about DOCSIS 2.0 and 3.0 --- so this change will provide better speeds. Fine. But monthly usage??? It doesn't make sense. Why can't I still use a DOCSIS 2.0 with 80GB monthly limit?

 

Anyways, I guess Rogers won't change their minds. I have no choice but to rent or buy a new modem with DOCSIS 3.0 to get 20GB more of usage per month. Again, to me, yes --- if I get better speeds with DOCSIS 3.0, I agree - if speed is my concern. But if it is just monthly usage limit, again, I don't see myself having to upgrade a modem.

 

Anyways, thanks to the person who opened this post. I see no information on Rogers.com about requiring a modem upgrade for Express subscribers. This topic helped.

Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

@ofkors

The D2 modems are quite capable of providing many of Roger's plans with both the advertised speeds and usage allowances. In fact, your DPC 2100 modem is capable of up to 43 Mbps downstream and 10 Mbps upstream. And we all know that your usage has absolutely nothing at all to do with what type of modem you use. Rogers will of course be quite happy to charge you for exceeding your 60 GB allowance and that maximum charge has now been doubled from $50 to $100 per month!

 

However, if Rogers were to provide those, it would reduce the incentive to cave in to Rogers attempts in convincing customers to switch to one of their D3 modems where of course you will be charged a higher price if you are renting the modem. It does not matter to Rogers that the D3 modems do not live up to what they advertise - only that they get customers off of the older D2 modems at a higher cost to the customer!

Re: Which Modem does Rogers rent for Express Service?

Exactly! IHR

 

I asked Rogers on Live Chat today asking if they have any special offers on D3 modems - now that I have to upgrade my D2 to D3 - they say no. I also asked if they can waive any excess usage charges since this is the first month ever that I think I will be exceeding 60GB - they said no - they don't think so.

 

I feel kinda cheated. I'm stuck at 60GB despite them increasing it to 80GB for the same monthly fee.

Not even a single footnote on their page to say you need a D3 modem to take advantage of the 80GB usage limit for Express subscribers with D2 modems.

 

I really don't get this.

Re: Which Modem does Rogers rent for Express Service?

ofkors
I'm Here A Lot

Maybe I would accept an offer from them if they say ask me to exchange my DCP2100 which I have bought in the past to a DCP3825 - but nope. Not a word.

Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

I too would be happy to switch to one of the D3 modems if Rogers could deliver on the promises they make on their Website. This is what they say about their wireless N gateway:

 

  • Delivers consistent blazing fast speed for high definition movies
  • Enhanced wireless range delivers maximum signal strength anywhere in the home
  • Virtually NO dead zones in the home

Unfortunately, the gateways fall far short of the promises made by Rogers.

 

http://ca.finance.yahoo.com/blogs/insight/rogers-battles-lie-consumers-160821496.html

 

Re: Which Modem does Rogers rent for Express Service?

Meowmix
I'm a Trusted Advisor
Well reoa over at the live chat sometimes can not offer discounts or anything like that. If you want, contact Rogers and speak to a manager. Tell them what the issue is and see if they can maybe waive. The exceeding data u may go over or give you the 80GB. This may be the only way to do it unless someone else knows how to

Re: Which Modem does Rogers rent for Express Service?

Gdkitty
Resident Expert
Resident Expert
I'm not arguing over weither the old modem should get the higher cap (which it should)

But jut to clear up a point the ofkers said, it DOES show on the page footnotes about the rental. At the price listing is a footnote 1 marker. Looking at the details for it say that the $7 gateway rental is required.

I do agree that this info should be put more up front and clearly displayed at minimum.


Re: Which Modem does Rogers rent for Express Service?

EddieDZ
I Plan to Stick Around
@IHR

true, technically those modems can hit those speeds. sadly they are not "provisioned" on the rogers network to tap into those speeds, thus thats were docsis 3 comes into play.

Also the higher rental fee has nothing to do with it being docsis 2 or 3. its the fact that it has a built in wireless router in it.

docsis 2 modem=stand alone modem=$4
docsis 3 modem+wifi router= $7

if everyone thinks about it its only $36 extra a year... how much does a wifi router cost, $50, $75?

Re: Which Modem does Rogers rent for Express Service?

FormerMember
I'm a Senior Advisor

I agree EddieDZ. It is just unfortunate that so many people have to pay extra for the router, only to turn around and use their own router because the equipment from Rogers does not live up to expectations!

Re: Which Modem does Rogers rent for Express Service?

Dimundz88
I Plan to Stick Around

Express internet:

 

Up until I upgraded to the new Cisco modem, things were great. Speed test's of up to 40mbps. I was very happy, and rarely had a problem.

 

I recently noticed I was paying the same amount of $ for Express as others who were receiving a higher monthly data rate, and was told I needed to upgrade my modem. I was upset that I had been going over my monthly 50gb and paying extra charges when all along I could have been using up to 80gb a month. 

 

I WAS THE ONE who happened to be on their website and noticed this change in monthly allowance. NO ONE from Rogers notified me to say, "Hey, you're actually paying the same amount of money as anyone else who has signed up for the Express service - all you need to do is give us MORE money for a new modem and your'e set" - Thanks Rogers for never notifying me. 

 

Since I have upgraded a month ago or so to the new Cisco modem, my download rates have been ABSOLUTELY HORRIBLE! Packet loss like crazy! Speed tests of 0.2mbps - 3.5mbps. 

 

A technician was sent out on this past friday - He replaced the cables, splitter and something in the wall and said it was fixed.  that it was fixed - It is WORSE now!!!

 

I called Rogers back today (because I have soo much time to call Rogers on a daily basis) and they said my neighbours in my apartment building above and below me are also receiving Packet Loss and they have to send a technician out again to fix the problem internally in the building, along with externally.

 

I told them I want to be notified of this once it is complete to test once again. If this is not resolved in the next 48 hours, I am leaving Rogers and canceling all of my services. A customer pays a premium for a service that they should be happy with. I am certainly not happy and will not pay any fees to get out of any contracts.

 

A side note, I connected 4 seperate times with their live chat agents, who were completely useless. "Disconnect your modem" "Restart your modem" "Clear your Cache" LOL. All of these suggestions were hilarious. My grandmother knows more then them regarding Internet problem solving. 

 

At one point talking to a live chat agent, I requested her to answer me 1 simple questions - "What was my signal strength coming to my modem" - She avoided the question completely, telling me I keep on getting disconnected from her in the chat, and finally she just left. I was amazed, and wish I had saved the chat to show Rogers Upper Management the horrible customer service. Needless to say I gave her a poor rating via the user satisfaction survey. It was a joke.

 

In the end it seems like the new Cisco modems are garbage. I have an old wireless router I may bridge (I have never done such a thing before, but am comfortable doing so). 

 

There is no point trying to download anything, play any online game on PS3, or even use an iPad since the connection and packet loss is so poor. Frustrating that I am paying money for a service that does not work. I look forward to leaving Rogers in the near future, as it has been 15 years in the making, as they do not value their customers, nor make any effort to truly solve the problem. Sending a technician is the easiest thing a Customer service agent can do to avoid the problem. Technician shows up, doesn't bother removing his clunky/dirty work boots, replaces a splitter and cable line and says it's fixed, see ya later. 

 

Thanks Rogers for messing up something that was once great. 

 

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