Why do i not get the internet im paying for?

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I've Been Around
Posts: 1

Why do i not get the internet im paying for?

My household has the second from the highest internet package, yet we get terrible, slow internet with terrible customer service. customer service that tells me to check the rogers site when i call complaining that my internet is down (usually 3 times a week)
or customer service saying that we need to replace our rogers modem to get a higher speed rate, not knowing we just switched out for a new rogers modem a couple weeks ago, OR 80% of the customer service reps that tell me to "unplug it then plug it back in" thanks...

we have have an internet hiccup every hour that halts our usage for 10mins or more, i usually have to site on hold for half an hour so i can talk to someone who is no help at all. people all over my neighbourhood complane of the same issues but no one every does something about becuase tech support is usless

in addition our roger tv box shuts its self off nightly going to a black screen and a loud terrible noise that wakes the whole house up.

why an i posting to this forum? i dont know, probably to vent, i know i will not get any help from rogers here (or anywhere else) and they will probably delete my thread so i dont muddy the brand

How can you call yourself an internet company, my little cousin can probably host a better internet company from his basement

Thanks guys! Switching to Bell Smiley Happy

 

 

***edited labels***

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I Plan to Stick Around
Posts: 44

Re: Why do i not get the internet im paying for?

Can you be specific such as your area? There might be a area where their doing cable work Smiley Happy because I've got that internet package too and it works completely fine.

 

Rogers TV box goes black after midnight for nightly maintence. Solution: turn off the TV and put the TV box into standby and don't be interrupted by your sleep. Smiley Very Happy

 

 

nkgers | remember to leave a KUDO Smiley Very Happy
I Plan to Stick Around
Posts: 31

Re: Why do i not get the internet im paying for?

I think we have the CGN2 at my rents.. It's red/black and horrible for wireless distance..
I Plan to Stick Around
Posts: 44

Re: Why do i not get the internet im paying for?

Have you tried swapping your CGN2's?

nkgers | remember to leave a KUDO Smiley Very Happy
I Plan to Stick Around
Posts: 16

Re: Why do i not get the internet im paying for?

Now, I know that the contract terms say "up to" some maximum speed, but really, I'm paying for over 100 megabit service, I don't think it's reasonable to be getting 2-9 megabit downloads during the day, or any time really.

 

As far as I can tell, there's nothing "wrong" per se - my router is fine (freshly rebooted) and my firewall is fine (I rebooted it too, but there have been no config changes in months).

This seems to be some kind of throttling for reasons i can't really understand.  Are all my neighbours surfing terabytes of porn or something?  I just want my game update, which is going to take the upside of an hour because it's crawling in at 1998 speeds - nostalgic, but not what I'm paying for.

 

I've confirmed the speed on speedtest.net, so it's not the game update server either.

 

This seems to be a today (and maybe yesterday, but mostly today) thing.  Usually I get the service as advertised.

I Plan to Stick Around
Posts: 16

Re: Why do i not get the internet im paying for?

Before anyone asks: wired connection, gigabit ethernet, commercial firewall (not some hacked-together linux box)

Resident Expert
Resident Expert
Posts: 5,974

Re: Why do i not get the internet im paying for?

Hi,

 

Can you go to the following page and have a look at my downstream upstream DOCSIS WAN data.  I'd like you to log into your modem and copy and paste the same data into this thread so that I can have a look at the signal power and signal to noise ratios.  Don't paste in the IP address or any of the other data, just the tables.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/176...

 

Can you tell us if any device in the path that you are testing has a 10/100 Mb/s port on it.  If the CGN3 is connected to a port with that capability, it throttles the download rates.  It won't matter if its connected with gigabit cabling.  Its the port that matters.  The same can be said of any use of house ethernet wiring.  If its only connected to support 10/100 Mb/s you will end up with the same effect.  Throttled downloads....



I Plan to Stick Around
Posts: 16

Re: Why do i not get the internet im paying for?

Difficult for me to do that just now as I am in bridge mode and would have to reset the modem unless someone can tell me how to log in on the 7.x.x.x address (HTTPS, HTTP, and SSH don't seem to work).


I looked at your  numbers though and at first glance they seem comparable to what mine were when this was installed.  

 

Will check later when I'm not downloading and can fiddle around more.

Resident Expert
Resident Expert
Posts: 5,974

Re: Why do i not get the internet im paying for?

Ok.  Is the firewall port a gigabit/s port or is it a 10/100 Mb/s port?



I Plan to Stick Around
Posts: 16

Re: Why do i not get the internet im paying for?

Gigabit.  It's a Fortigate FWF60D.

 

this is something that just started happening in the last 48 hours give or take, it's been fine prior.

 

You don't happen to know how to log in on the 7.x.x.x interface do you?  If I could get in there, I wouldnt' have to reset and re-bridge the modem.

 

I'll reset and check the signal levels later.  Maybe the squirrels have been at the bundle on the pole again.