Internet Knowledge Base

Sort by:
Curious how fast your Internet connection is? Trying to troubleshoot a speed related issue? Look no further!   Open your preferred Web browser and go to   Rogers Speed Check. Click   Check Your Speed   and then   Begin Test   in the new window that will be opened. Watch while Rogers Speed Check measures your download and upload speeds. Check out this quick tutorial on best practices while testing your internet speeds. Jargon Buster   Upload: This is the speed at which  your upstream Internet connection allows you to send files to other computers, servers or other online resources.    Download:   This is the speed at which your downstream Internet connection allows you to receive files.    Gbps/Mbps/Kbps:   Stands for Gigabits, Megabits and Kilobits per second. Gigabits, Megabits and Kilobits are a measure of data speed, not to be confused with a Gigabytes, Megabytes or Kilobytes which are a measure of data storage. There are eight Megabits in a Megabyte. In other words, divide the speed in megabits per second (Mbps) by eight to get the megabytes per second (MB/s).  
View full article
  Rogers and Yahoo! are transitioning to a new standard for logging in to your email account from mail clients and devices that offers improved security over the old username/password login method. While this will enhance the security of your Rogers Yahoo! email, it may also require some changes to how you have set up your mail client to log in and get your email.   Who doesn’t need to update their settings? No changes are required if you only check your email using   Rogers Yahoo! Webmail. You can still use your username and personal password to log in as you normally do. Customers who used the automatic Yahoo! setup option on the following mail clients are also good to go: Mail on iPhones and iPads running iOS 9.0 and above Mail on macOS 10.11/El Capitan and aboveers Webmail, Settings, Outlook, Mac mail,  Users of the Gmail client on Android phones and tablets running Lollipop/5.0 or newer Users of the Outlook Mobile app Users of the Yahoo! Mail app Who needs to update their settings? Customers with Rogers Yahoo! email addresses who use an email client like Microsoft Outlook, Windows Live Mail, or Outlook Express, versions of macOS Mail older than macOS 10.11/ El Capitan, or others that get email using either POP or IMAP. Customers using cell phones and tablets may also need to change their settings if they’re using older devices or have manually set up their device for POP or IMAP using the “Other” option instead of the Yahoo! option. To update your settings, you’ll need to create an   App Password   to use in place of your personal password for the email client you are using.   What’s an “App Password” and why do I need it? App Passwords   are randomly generated, application-specific passwords that can be generated in the   Rogers Member Centre. App Passwords provide a more secure way for older clients that don’t support OAuth to check email because they will no longer send your personal password every time they log in. While you will need to use these for your email client, you will continue to log in to   webmail   and the   Rogers Member Centre   with only your personal password.   My email client requires an App Password. How do I generate one in the Rogers Member Centre? Go to the   sign in page. Enter the Rogers Yahoo! email address and password for the account you’d like to create an App Password for. Select   Next. Mobile:   Select the menu icon  in the top-left corner, then   Account Information. Desktop:   Select   Account Information   in the top-right corner of your browser window. Select   Authorized Applications. In the   Name your password   field, label your App Password with the name of the mail client it’s for, then select   Generate. Write down the randomly generated app password or copy it to your clipboard. Enter the password in your email client using the instructions below. When you’re finished, select   Done   on the popup. If you have another email client that needs an App Password, select   Add Another. Or select the trash icon  to delete an entry. How do I update my settings to use the App Password? The instructions below will help you update your password with the   App Password   for the most common email clients. If you need help with a client that’s not in the list, the software manufacturer will best be able to assist you with this. Note:   These instructions are intended for Rogers Yahoo! email users only. If you use a Rogers Yahoo! account to send email from a   non-Rogers Yahoo! address, we recommend that you reach out to your other provider. Most have now updated their servers so that this is no longer necessary. If they are unable to help, you can still create an   App Password, however   enter it in your Outbound Email Server   settings only. Outlook 2010/2013/2016 Click   File. Click   Account Settings   twice. Select your Rogers email account and then click   Change. In the   Logon Information   section: User Name   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Outlook. Ensure the   Remember Password   option is checked. Click   Next. Click   Finish. Click   Close. Outlook 2007 Click   Tools   and then   Account Settings. Select your Rogers email account and then click   Change. In the   Logon Information   section: User Name   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Outlook 2007. Ensure the   Remember Password   option is checked. Click   Next. Click   Finish. Windows 10 Mail On the main Windows 10 Mail screen, click on   Settings   then   Manage Accounts. Click on your Rogers email account. On the   Account Settings   screen: Your User name   should be your full @rogers.com email address (it will be greyed out and not editable). Password   - enter or copy/paste the   App Password   you generated above for Windows 10 Mail. Click   Save. Windows Live Mail From the main Windows Live Mail Screen, right click on the Rogers email account in the left-hand column. Click   Properties   and then the   Servers   tab. In the   Incoming Mail Server   section: Email username   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Windows Live Mail. Ensure the   Remember Password   option is checked. Click   Apply. Windows Mail Click   Tools. Click   Accounts. Select the account you are using to check your Rogers email and click   Properties. Click the   Servers   tab. In the   Incoming Mail Server   section: Email username   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Windows Mail. Ensure the   Remember Password   option is checked. Click   Apply. Click   Close. Outlook Express 6 Click   Tools. Click   Accounts… Click on the account on the list of internet accounts and click   Properties. Click   Servers. In the   Servers   window check the following: Account name   - confirm that this is your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Outlook Express. Ensure the   Remember Password   option is checked. Click   Apply. Click   Close. Mail on macOS Click the   Mail   menu. Click   Preferences   then the   Accounts   tab. Click on the account for your Rogers email. (If you only see   Yahoo! IMAP   instead of an email address you should be good to go already!) User Name   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for macOS Mail. Click on the   Outgoing Mail Server   and click on   Edit SMTP Server List. Click on the   Advanced   tab. Paste the same   App Password   as above into the   Password   field.
View full article
  So you’ve forgotten your password. No worries!   Simply follow the steps below:   Visit   rogers.yahoo.com, the Rogers Yahoo! Home. Click   Sign In. On the sign-in page, click   I Can’t Access My Account. You’ll be presented with a few options to retrieve or reset your password. You may have to answer a security question that you provided when you completed the registration process.
View full article
  PROBLEM:   I can’t connect to the internet from any of the computers on my network. How can I troubleshoot before calling in for help?   ANSWER:   The problem most likely lies with either your modem or the configuration of your router (if you have one). Follow the steps below, in the order they appear, to try to fix your problem.     STEP 1: RESTART YOUR COMPUTER Sounds basic, but this simple step often resolves minor issues relating to connectivity. You may also try shutting it down completely and then waiting a few minutes before restarting.   STEP 2: RESTART YOUR MODEM Unplug your modem’s power cord, and if you have a router, unplug that as well. Then wait one full minute before plugging your modem back in. Wait for the lights on your modem to turn solid green (not flickering). If you unplugged your router, plug it back in and wait for it to connect to your modem. Now, wait up to 10 minutes before your modem goes online.   STEP 3: CHECK YOUR CABLES Modem lights still not coming on solid? Ensure all power cables and wires are firmly attached to the correct ports.   STEP 4: SECURE YOUR CONNECTION Some modems have a “link” or “PC” light that indicates whether or not your computer is connected to the modem. If this light is off or flashing, then your connection isn’t secure. If the modem is connected to your computer through a network card or port, then ensure that the cable is securely connected to the computer and modem. Never connect your computer to a modem using a USB cable and a network adapter cable. There should only be one cable connecting them.       Diagnosing Slow Internet and other Signal Related Issues:     In order to examine the DOCSIS Wide Area Network (WAN) data, you will need to log into your modem in order to access the DOCISIS WAN page.  Instructions & Models are as follows:   Cisco DPC3825 Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   DOCSIS WAN   tab.   Downstream Channels                                 Power Level       Signal to Noise Ratio Channel 1:           0.0 dBmV             38 dB Channel 2:           0.0 dBmV             38 dB Channel 3:           0.0 dBmV             38 dB Channel 4:           0.0 dBmV             38 dB Channel 5:           0.0 dBmV             38 dB Channel 6:           0.0 dBmV             38 dB Channel 7:           0.0 dBmV             38 dB Channel 8:           0.0 dBmV             38 dB   ( Ideal/typical  level or range:            0.0 dBmV             36 – 40 dB )     Upstream Channels                                   Power Level       Channel 1:           38 dBmV Channel 2:           38 dBmV Channel 3:           38 dBmV Channel 4:           38dBmV   ( Ideal/typical  level or range:           36-40 dBmV )       Hitron CGN2 Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   CM STATUS   tab.     Downstream Channels Downstream Port:               1                 2                 3                 4                   5                  6                 7                   8 Frequency (MHz):          693.000     669.000     675.000    681.000      687.000     699.000    705.000       711.000 Modulation:                    256 QAM  256 QAM  256 QAM  256 QAM   256 QAM  256 QAM  256 QAM    256 QAM Signal power (dBmV):   0.0              0.0              0.0              0.0               0.0              0.0              0.0                0.0       Signal noise ratio (dB):  38.0           38.0            38.0           38.0             38.0            38.0            38.0             38.0   Channel ID:                     17               13               14               15                16               18                19                20 ( Ideal/typical  level or range: Signal Power  0.0 dBmV     Signal to Noise Ratio 36 – 40 dB )     Upstream Port:                                               1                              2                            3                         4 Frequency (Hz):                     38596000            30596000            23700000 Bandwidth (kbps/KHz):        3200000              6400000               6400000 ModulationType:                  ATDMA                ATDMA                  ATDMA Signal power (dBmV):             38.0                       38.0                        38.0     Channel ID:                                 1                             2                             3   ( Ideal/typical  level or range:           36-40 dBmV )           Hitron CGN3 and CGN3ACR/CGNM Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   DOCSIS WAN   tab.     Downstream                                                                      Port  Frequency  Modulation    Signal        Signal   Channel ID        (MHz)                                 strength    noise          ID                                                                           (dBmV)      ratio                                                                            (dB) 1     645000000      256QAM         1.5       37.636         105 2     591000000      256QAM         2.1       38.605           97 3     597000000      256QAM         2.4       38.605           98 4     603000000      256QAM         1.7       37.636           99 5     609000000      256QAM         1.1       38.605         100 6     615000000      256QAM         0.9       37.636         101 7     621000000      256QAM         1.0       37.356         102 8     633000000      256QAM         1.6       37.356         103 9     639000000      256QAM         1.7       37.636         104 10    651000000    256QAM         1.1       37.636         106 11    657000000    256QAM         0.8       37.636         107 12    663000000    256QAM         1.1       37.636         108 13    669000000    256QAM         1.3       37.636         109 14    675000000    256QAM         1.8       37.356         110 15    681000000    256QAM         1.8       37.636         111 16    687000000    256QAM         1.5       37.356         112 17    693000000    256QAM         0.9       37.356         113 18    699000000    256QAM         0.5       36.61           114 19    705000000    256QAM         0.2       36.61           115 20    711000000    256QAM         0.7       37.356         116   ( Ideal/typical  level or range:   0.0 dBmV    36 – 40 dB )     Upstream Channels                                Power Level       Channel 1:           38 dBmV Channel 2:           38 dBmV Channel 3:           38 dBmV Channel 4:           38dBmV   (Ideal/typical  level or range:        36-40 dBmV)       What to look for:   Although each model is different, they must subscribe to the DOCSIS 3.0 signal requirements.  There will of course be a difference between the number of channels observed with 8 or 20 channels utilized for downstream transmission, however, the signal levels and signal to noise ratios will be the same when the same type of modulation is used, ie, 64 QAM, 256 QAM, etc.     Downstream:   In this case there should be 8 operating channels for the Hitron CGN2 and Cisco DPC3825, and 20 operating channels for the Hitron CGN3 and CGN3ACR.  Ideally the downstream signal levels across all channels should read 0.0 dBmV.  It is normal to see a difference of three to four dBmV from the highest to the lowest signal level, and usually the signal levels will remain in a close grouping within that range.  The signal to noise ratios should be between 36 to 40 dB typically and there may be occasional high or low values that lie outside of that window by two or three dB.    Upstream:   For the upstream, all modems should have a minimum of three channels running.  In some areas four upstream channels may be observed.  The signal levels should be in the 36 to 40 dBmV range typically.  Those values are the modem output power levels for channels transmitting back to the Cable Modem Termination System (CMTS).  As the external cables and connectors age, the CMTS and modem communicate with each other to set that power level, and with aging affecting the external cables and connectors, that signal level goes up to overcome the increasing losses in the cables and connectors.  If the modem can't supply enough power for three channels as the losses have become too great, it drops one upstream channel, thus running on two channels.  If there isn't enough power for dual channel operation at some point, another channel is dropped. At this point, in single channel operation, you will typically see severe degradation in the cable data rates.    Signal level limits   Downsteam:  Signal power 0 dBmV (nominal) + / - 15 dBmV                          Signal to Noise Ratio range (typical) 36 to 40 dB.  Ideally, this should not drop below a  34/35 dB level, especially when combined with low signal levels which range below 0  dBmV.   Upstream:  Signal Power 36 to 40 dBmV (typical) with an upper limit at 51 dBmV for three channel  operation.  There should be a minimum of three upstream channels running.       Reach Out to us here on the Community Forums:   If you are experiencing poor performance on any modem and/or observe the following on your internet modem:   Missing one or more channels on the downstream side: Missing one or more channels on the upstream side, i.e., only running on one or two channels; Signal Levels which are down below -7/8 dBmV coupled with observed poor internet speeds or missing cable TV channels; Signal levels above 7/8 dBmV coupled with observed poor internet or missing cable TV channels   If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedcheck with an ethernet connected PC or laptop.  Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally.  Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well.  As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.     **************** Thank You @Datalink for putting together this extensive troubleshooting document.
View full article
The Rogers MyWiFi app enables Rogers Internet customers to easily manage and optimize their home WiFi. Customers can control their home WiFi from a smartphone; from setting bedtime WiFi schedules, to sharing WiFi passwords and troubleshooting in a few simple taps. Customers can download the free app from the App Store and the Google Play store. For now, the app is only compatible with our Gigabit WiFi modems (Hitron CODA-4582/U). To access app features, your device must be connected to your Rogers Home WiFi.   Download the free app to your iPhone or Android smartphone from the App Store or Google Play store.   Sign in using   cusadmin   as the default username and entering the word “password”   (or your current WiFi password) as the password. If the   keep me logged   in toggle is selected during login, the app will stay logged-in until the customer logs out or restarts the gateway or the phone. In these scenarios, the app would be logged out, but the password would still be auto-filled in the login screen. The same behavior applies in case of app upgrade, app re-install and modem firmware upgrade. If the   keep me logged in   option is not selected during login, the customer needs to enter the password to login for every new session. If the modem is factory reset, then all the app settings and configurations will be lost permanently including the app login credentials.
View full article
  The following steps explain how to restore your Rogers.com/Yahoo emails in the last 7 days. Before requesting to restore your emails, please carefully   read the following information: • Can only restore messages that were lost in the last 7 days. • Cannot guarantee a successful restore. • Cannot pick specific emails, pull a certain time frame such as a week or a month, or pick from one date to another. •   The restore process permanently deletes your most recent emails.   When a restore is performed, your account is returned exactly to the way it was when your missing messages were there.   Any emails sent or received after that time will be deleted, and cannot be retrieved.   Because Mail and Messenger are connected, the same goes for any IM messages sent or received after the restore time -- the restore process deletes them as well. • Before requesting a restore: Backup any messages sent or received within the last 7 days that you want to keep. • Note: The process does not recover local IM conversation history archives for Messenger for Windows (versions 10 and below) and Messenger for Mac.       To proceed with the restore follow the steps below: 1. Launch the following link from your browser: https://ca.help.yahoo.com/kb/rogers/restore-lost-deleted-email-sln2552.html 2. Enter all required fields in the form provided. 3. Type in the verification code and press Submit. 4. Be sure to capture and document the Incident Number provided.     Step by Step   1.   2.       3.  
View full article
Thinking of adding your Rogers email address to an email program? You’ll need to create an app password from the Rogers Member Centre to set up your email for added security. See below for steps to create an app password. Go to the Rogers Member Centre. Enter the Rogers Yahoo! email address and password for the account you want to create an App Password for, then click Next. Click the Account Information tab. If you’re on a mobile device, select the menu icon in the top-left corner, then Account Information. Click Authorized Applications. Enter a name for your app password in the Name your password field, then click Generate. Write down the randomly generated app password or click Copy Password to copy it on your computer. Enter the password in your email program. When you’re finished, select Done to close the popup. If you have another email client that needs an App Password, select Add Another. Or select the trash icon to delete an entry.
View full article
You can pause internet access for any wireless and wired device connected to your home network including smartphones, tablets, TVs, printers, smart home monitoring devices, smart speakers, and more! Once paused, the device you selected won’t be able to access your home internet temporarily, and it won’t automatically switch to using cellular data. In cases where you want to remove an unwanted device from your network permanently, you can block their access instead. You can also pause/un-pause your own device (on which the app is installed). Please read on to learn how!   Pause a Device’s Internet Access Temporarily:   Pause a Device’s Internet Access Temporarily   Sign in to the MyWiFi App. Tap My devices. Tap the pause icon next to the device you want to control.   Tap PAUSE to confirm you want to pause the device.   You can follow the same process for any other connected devices. Once paused, the device you selected won’t be able to access your home internet, and it won’t automatically switch to using cellular data. Once a device is paused… When you try to access internet in a web browser on a paused device, you will see different messages based on whether it is a secure (https) or unsecure (http) website. (Examples shown below are in a Chrome browser).   For unsecured websites: Automatically redirected to a local web page (192.168.0.1/pause.html) served from the modem. The web page clearly states that the device is paused using MyWiFi app.   For secure websites: Website tries to load and fails with a message that site can’t be reached or internet is down – the message is browser specific.   To un-pause the device, tap the play icon and the device’s normal Internet access will resume immediately.   Block to Restrict Internet Access to Unwanted/Suspicious Device:   Sign in to the MyWiFi App. Tap My devices.     Tap the device name to open the device details page.     Tap the block icon.     You can follow the same process for any other connected devices.   Once a device is blocked… When you attempt to access the internet in a web browser on a blocked device, the website tries to load and fails with a message that the site can’t be reached or the internet is down. The behavior is the same if it’s a secure on non-secure website.     To unblock the device, tap the three dots icon (“…”) on the top right corner of the overview screen.     Click Blocked devices.     Remove the device from the Blocked devices, reconnect it to the Internet and its normal access will immediately resume.  
View full article
You can see your connected devices at a glance on the My devices screen. You can also see devices that are not connected to the network. Devices are identified by device type or your personalized label. You can tap on any device to see more details.   Sign in to the MyWiFi App.   Click   My devices. Review details Devices are identified by device type or your personalized label. You can see whether it is connected to the 2.4GHz WiFi network for greater range or the 5GHz WiFi network for greater speed. An automatic alert will identify any devices with poor WiFi signal. You can tap on any device to see more details. Along the bottom of the screen, you’ll find icons to access different menus.
View full article
Run a speed test to check the current speed to your home and the speed to the device you’re using. The speed test only measures the speed on the device on which the app is installed and the speed test is run. To run a speed test on other devices, you need to install the app on those devices. You can also check the WiFi signal strength of those devices in the device list or device details screen.   Sign in to the MyWiFi App.   Tap the   Speed Test   tile to check your speed. Click   Begin speed test. Review the results. The app runs 2 speed tests: Speed from internet to modem: The number on the left-hand side of the speed test page is your speed to your Rogers modem. It is rated in relation to the package download speed. Ratings used are: poor, fair, excellent and outstanding. This speed represents the amount of bandwidth available to all of your devices in your home, whether connected over WiFi or Ethernet (wired). Speed from internet to device:  The number on the right-hand side of the speed test page is your speed to the mobile device on which you are currently using the MyWiFi app. This is similar to ookla or fast.com speed tests. This speed is rated based on expected customer experience on a single WiFi device. It also lists the most popular online activities that are supported by the measured speed.  These results will be affected by the speed to your modem and your WiFi network.  This means that the right-hand side will likely be lower or the same as the left-hand It will be dependent on your location in your home relative to your modem. The closer you are and with less walls, floors, etc. will increase your speed to your device. The summary (top section of speed results page) shows only the   download   speeds for both tests. It helps customers self-identify where the real speed bottleneck is: Inside the home (usually weak WiFi signal, customer devices etc.) Outside the home (usually with Rogers network). The recommended sequence to read the speed results is from top-left to the bottom right. It also shows customer’s package – download and upload speeds
View full article
 It is always a good idea to update your email password from time to time for security. Follow these steps to change your Rogers Yahoo! Email password.   Open   rogersmembercentre.com/change/   in your Internet browser (the last slash is needed) If you’re already logged into the Rogers Member Centre you can click on   Account Information   (mobile devices will need to tap  the " ☰" icon  to see this) and then   Change Password   and then skip to   Step 3 . Enter your @rogers.com or @ nl.rogers.com email address and password and click Next. Fill in the Existing Password field with your current password. Enter the password you want in the   New Password   and   Confirm New Password   fields. The new password: Is case sensitive Cannot be the same as the username Must be between 7 and 32 characters long. Must contain 2 of the following 4 types of characters: numbers, upper case, lower case, special characters Allowed special characters:- ! @ # $ % ^ * Cannot contain spaces Click   Save   to change the password.
View full article
Looking to change your WiFi password? Look no further!   Follow along with this step by step video for instructions.     You can find more How To videos on our YouTube channel here:  Rogers How-To Videos
View full article
Looking to create additional Rogers Yahoo! email addresses for all your family members? Well, you are in luck!   To do so: Go to the Rogers Member Centre Enter your Rogers Yahoo! email address and password, then select Next. Select Add Secondary Account on the Manage Email Accounts screen.  Tip: If you do not see Add Secondary Account, this means you are not logged into your Primary Account. Accept the Terms & Conditions, then select Next. Choose a username and password. Confirm your password.  Tip: Make sure to use a new password that you have never used on another website.  Enter the user’s personal information. Select a security question and enter an answer. Once you’ve completed the form, select Create. To create multiple secondary accounts, repeat from Step #2.
View full article
Creating a Rogers email address is quick and easy!     First, go to www.rogers.com/begin and enter your registration key and registration number. Your Registration Key is your Rogers Account Number with an 'S' in front of it, and your Registration Number is the last 4 digits of your home phone number repeated two times. Once you’ve filled those in, click Next and enter the required information to create your email address. Click Next, then Finish. Looking for your Registration Key & Number?   Your Registration Key is your Account Number with an 'S' in front of it. For Example, If your account number is: 251-123456789 Then your Registration Key is S251123456789 (remove any spaces or dashes) Your account number can be found:   In your confirmation email that you received when you signed up for service When you sign in to MyRogers On the paper invoice you receive in the mail Your Registration Number is the last 4 digits of your primary phone number repeated twice.
View full article
Need help setting up your Rogers modem and WiFi? Follow along with this video for a quick and easy setup!   You can find more How To videos on our YouTube channel here: Rogers How-To Videos
View full article
We know troubleshooting isn’t everyone’s idea of a great time, but we’ve compiled a few steps here that should help put some of the control back in your hands as the customer.     When should I complete these steps? If you’re experiencing consistent disconnects or slower than anticipated speeds with a wired connection on multiple devices.   Step 1: Checking your Modem Has there been any change to the light pattern on your modem? If so, make a note of this as it’s an important piece of information for technical support. Is the coaxial cable (black or crème cable) at the back of the modem connected securely? Careful as sometimes these can be quite tight already and may be warmer than you might anticipate. Step 2: Disconnect 3 rd Party Equipment We would recommend at this time to disconnect any router, mesh network or switch you may have connected to the modem. This step is highly effective in ruling out those as a source of the experienced issue as well as reducing the visibility of false positives in your troubleshooting. Step 3: Avoid Rebooting if You Have Time to Troubleshoot At this point most would anticipate having to unplug their modem and plug it back in to see their connection return, if it’s worked before and you need it back now, by all means! If you have time to troubleshoot however we would recommend not doing so as this resets the internal timer on the modem showing its connection to the Rogers server. We’ll need that to help diagnose the source of the problem. If you must reboot now, feel free to return to these steps whenever you’re available.   Step 4: Log in To Your Modem! This step is a lot simpler than it might seem and once you know what to expect and know what you’re looking for, you’ll be prepared to identify issues if they become visible! Open up your preferred browser (Chrome is recommended) and navigate to this url: http://192.168.0.1 If you have an IgniteTV XB6 modem however, navigate to http://10.0.0.1   Logging in to legacy modems: CISCO DPC3825 / CGN2 Username: cusadmin Password: password Logging in to CGN and newer modems: (CGN3/CGNACR/CGNACSMR/CGNM) Username: cusadmin Password: This will be your WiFi password IgniteTV XB6A/T Username: Admin Password: This will be your WiFi password Once logged in navigate to the DOCSIS WAN page, this will typically be under the “Status” tab. Once there you’ll see something that resembles this! Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 597000000 256QAM 1.400 8 38.983 2 849000000 256QAM 0.400 2 38.983 3 855000000 256QAM 0.800 3 38.983 4 861000000 256QAM 0.300 4 38.983 5 579000000 256QAM 1.100 5 38.983 6 585000000 256QAM 2.000 6 40.946 7 591000000 256QAM 1.700 7 40.366 8 303000000 256QAM 1.100 1 38.983 9 603000000 256QAM 1.400 9 38.983 10 609000000 256QAM 1.000 10 40.366 11 615000000 256QAM 0.900 11 38.983 12 621000000 256QAM 0.700 12 38.605 13 633000000 256QAM 0.500 13 38.983 14 639000000 256QAM 0.300 14 38.983 15 645000000 256QAM 0.200 15 38.605 16 651000000 256QAM 0.200 16 38.983 17 657000000 256QAM -0.100 17 38.983 18 663000000 256QAM -0.100 18 38.983 19 669000000 256QAM -0.200 19 38.605 20 675000000 256QAM -0.300 20 38.983 21 681000000 256QAM -0.200 21 38.983 22 687000000 256QAM -0.300 22 38.605 23 693000000 256QAM -0.300 23 38.605 24 699000000 256QAM -0.400 24 38.605 25 705000000 256QAM -0.800 25 38.983 26 711000000 256QAM -1.200 26 38.605 27 717000000 256QAM -1.700 27 38.605 28 723000000 256QAM -2.200 28 37.636 29 825000000 256QAM -0.800 29 38.983 30 831000000 256QAM -0.400 30 38.605 31 837000000 256QAM 0.000 31 38.983 32 843000000 256QAM 0.300 32 38.983 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 290600000 YES YES YES 3.000000 Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 23700000 ATDMA - 64QAM 30.500 2 6400000 2 38596000 ATDMA - 64QAM 34.250 3 3200000 3 30596000 ATDMA - 64QAM 37.750 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   So, let’s break down what’s important here and what we should expect to see. Downstream Overview: A total of 32 channels should be here with an expected Signal Strength (dBmV) between -13.5 and 12 and an SNR above 38dBmv. If you are DOCSIS 3.1 ENABLED (Viewable under OFDM Downstream Overview) this should be between -13 and 11dBmV. Upstream Overview: A minimum of 3 and a maximum of 4 channels should be visible here. Not all areas will have 4 channels available/enabled. This range should be between 35dBmV (As low as 32 is acceptable during warmer seasons) and 52dBmV. Upstream SNR is only visible by Rogers technical employees. If you’re not seeing all channels or a channel is outside of this range, then you may have located an issue. Feel free to provide a copy of these results within the Forums.   Step 5: Speed Testing!   A slower than anticipated connection to your home network can be incredibly troublesome to live with but identifying it needn’t be so troublesome. There are a couple of acceptable websites to run your speed test from http://speedcheck.rogers.com/en.htm http://www.speedtest.net   Both sites are powered by Ookla and guaranteed to find the closest server to you for the most accurate results!   How do speed tests work? – When running a speed test, a consistent stream of small pieces of information, known as packets, are sent and downloaded from the closest server obtainable by the site. The device you’re using will attempt to draw as much throughput as is available from the network at that time and for the duration of the test. At the end you’ll be provided with the result of the test. What Device(s) to use? – A wired computer with a Gigabit network adapter/card as the primary is necessary. Connect this with an ethernet cable from your device to your Rogers modem. Running your test – We recommend running the speed test with 2 separate devices at the same time. Either both wired with each having a Gigabit network card or, if unable, the second device can be a cell phone or tablet connected to WiFi using your 5Ghz frequency. Let us know if that’s the case and what the device / model is. Why two devices? – Each device running will attempt to pull the maximum throughput it can based on what’s available. If the speed available combined exceeds that which can be seen on one device, this confirms for us the network availability vs what your device is seeing.     Step 6: Reach Out to us here on the Community Forums:   If you are experiencing poor performance on any modem and/or observe the following on your internet modem:   Missing one or more channels on the downstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels. Missing one or more channels on the upstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels. Speed test with two devices at the same time (2 wired or 1 wired and 1 WiFi on 5G) with a combined speed lower than your plan. If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedcheck with an ethernet connected PC or laptop.  Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally.  Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well.  As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.  
View full article
You can share your WiFi password with friends and family instantly with the MyWiFi App. That means no more digging around for the paper you wrote it down on, or calling in to verify your password.   Share the Password for the Network to Which You’re Currently Connected   Sign in to the MyWiFi App.   Tap   Show Password   from the Overview screen. Tap   Share. Choose how you want to share your password. You can choose from a variety of methods.   Share the Password for Another one of Your Networks   Sign in to the MyWiFi App.   Tap the   MyWiFi   tile. Tap the WiFi network for which you want to share the password. Tap Share in the upper-right corner. Choose how you want to share your password. You can choose from a variety of methods.    
View full article
You can choose a start and end time for your bedtime schedule, plus the days of the week that you want it to take effect. During these periods, your device will be disconnected automatically from your home internet network. It’s an easy way to ensure a productive study session, an internet-free time at the dinner table or a good night’s rest for the whole family. It only takes a few seconds. Once the bedtime schedule is set, that device won’t automatically switch to cellular data.   Sign in to the MyWiFi App.   Tap   My devices. Tap the device you want to control. Toggle the   Bedtime Schedule   function on then tap   Edit. Choose a start and end time for your bedtime schedule, plus the days of the week that you want it to take effect. When you’re done, tap   Save. You can follow the same process for other devices. Once the bedtime schedule is set, that device will be disconnected from your home internet during the designated times, and it won’t automatically switch to cellular data. To cancel a bedtime schedule, simply toggle the Bedtime schedule off.
View full article
We know troubleshooting isn’t everyone’s idea of a great time, but we’ve compiled a few steps here that should help put some of the control back in your hands as the customer.   When should I complete these steps? If you’re experiencing intermittent or consistent latency/high ping when gaming, streaming, and/or during voice/video calls with a wired connection to your modem. Step 1: Prerequisites Complete each of the steps outlined in the Intermittent / Slow Troubleshooting Guide (Link) Step 2: Reboot! If you haven’t yet already, reboot both your device and your modem. If the issue persists, continue on with Step 3. Step 3: Ping Test Ping is a networking utility program or a tool to test if a specific host is reachable. A ping test sends a small data packet to a server and if it receives a data packet back, then you have a connection. Throughout the test this test will identify how long it takes to send and receive those packets. Setting the number of pings via -n 50, sets the request to send 50 packets and measure the time for each. We will be looking to see if the latency (the time to send/receive the data packet) exceeds 100ms. To perform a Ping test on Windows: Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter In the newly opened command prompt window, type: ping -n 50 www.google.com You may have to wait up to a minute or more for the test to complete Once completed highlight the Ping Statistics results at the bottom with your mouse then ctrl+c on your keyboard to cop Provide the Ping Statistics results (bottom 4 lines) in the Forums or to Support for analysis Performing a Ping test in Mac OS X Launch Network Utility (Search Network Utility in Spotlight and choose the first option) Click the Ping option in the top menu Enter the network address to ping: www.google.com Select and enter: Send only “50” pings  Click Ping at the bottom right Select the Ping Statistics results at the bottom of the window below, and then right-click and select Copy or press COMMAND+C to copy the text. Provide the Ping Statistics results (bottom 3 lines) in the Forums or to Support for analysis Example Ping Test Result: Ping statistics for 172.217.164.238:     Packets: Sent = 50, Received = 50, Lost = 0 (0% loss), Approximate round trip times in milli-seconds:     Minimum = 8ms, Maximum = 61ms, Average = 15ms   Step 4: Traceroute Traceroute, also called tracepath or tracert, is a network tool used to determine the path packets take from one IP address/device location to another. When completing a traceroute the time it takes to reach each “hop”/location will be timed. We will be looking for latency here that exceeds 100ms within the Rogers network (typically the first 3-6 hops). Completing the traceroute will require a test completed to google.com or to the ingest server you’re experiencing latency with. For assistance with that you can reach out to their support directly. To run traceroute on Windows: Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter In the newly opened command prompt window, type: tracert www.google.com You may have to wait up to a minute or more for the test to complete Once completed highlight the results with your mouse then ctrl+c on your keyboard to copy Provide the complete results (every line) in the Forums or to Support for analysis Performing a Traceroute in Mac OS X Launch Network Utility (Search Network Utility in Spotlight and choose the first option) Click the Traceroute option in the top menu Enter the network address to trace an internet route to: www.google.com Click Trace at the bottom right Select the results in the window below, and then right-click and select Copy or press COMMAND+C to copy the text Provide the complete results (every line) in the Forums or to Support for analysis Example Traceroute Result: Tracing route to google.com [172.217.164.238] over a maximum of 30 hops:   1     2 ms     1 ms     2 ms  hitronhub.home [192.168.0.1]   2    19 ms    13 ms    12 ms  99.xxx.xxx.x   3    10 ms    10 ms    11 ms  8081-dgw01.ym.rmgt.net.rogers.com [67.xxx.xxx.xxx]   4    11 ms    10 ms    17 ms  0-14-0-11-cgw01.ym.rmgt.net.rogers.com [209.xxx.xxx.xxx]   5    12 ms    10 ms    16 ms  209.148.235.133   6     *        *        *     Request timed out.   7    12 ms    13 ms    13 ms  74.125.244.145   8    13 ms    14 ms    20 ms  216.239.41.247   9    12 ms    14 ms    14 ms  yyz12s05-in-f14.1e100.net [172.217.164.238] Trace complete.   Step 5: Persistence If your latency is persistent and intermittent then consecutive traceroutes may be necessary to have visibility of the latency. We recommend running the tracert test consecutively over a 2-5-minute period. Let support or us in the Forums know how often the latency becomes visible as this will be helpful when attempting to replicate. Step 6: Reach Out to us here on the Community Forums:   If you are experiencing poor performance on any modem and/or observe the following on your internet modem:   Missing one or more channels on the downstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels. Missing one or more channels on the upstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels. Speed test with two devices at the same time (2 wired or 1 wired and 1 WiFi on 5G) with a combined speed lower than your plan. If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedcheck with an ethernet connected PC or laptop.  Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally.  Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well.  As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.
View full article
You can enable band steering on your Rogers dual band modem very easily using the MyWiFi App. When you turn on band steering, your devices will only see one WiFi network name and your modem will automatically select either the 2.4 GHz or 5 GHz network to optimize your WiFi performance.   Sign in to the MyWiFi App.   Tap the   MyWiFi   tile. Tap on the   >   arrow next to   My WiFi networks   title. Toggle the   Band steering   button. Select the new network name and tap on Save. It is recommended to select the 2.4 GHz network name (usually the one without “-5G’ suffix). You might need to reconnect all the devices to the new network.      
View full article