I am having slow speeds as well while connected via ethernet on the 500U package. Chatted with tech support on the weekend and they told me to swap modem, so I did and it did nothing. They escalated to engineering and my ticket was closed a few hours later saying no issues. Well I can tell you I am having issues still!
wonder why they didnt send a tech to your house to check there.
i had a simalar problem which only took 18mnths to finally get sort of fixed 🙂 it got to the point where i was averaging at least 7 tech visits per month not to mention all the other depts that they had sent out to figure out the problem which they finally think they got fixed..it was something to do with the tap where my cable connects to that was an issue still is but they advised me that what i am getting now is the best ill get..
Well in the reply to the closed ticket they said we might have to send a tech, not sure why it is not automatic???! They should actually reach out and ask if I am still having issues instead of putting the responsibility back on me.
i know from past experince that sending the tech out first was allways for me the norm then if they couldnt find an issue then they would then escalate it to another dept.
I'm having the exact same problems with my 500u since last week. It's really strange. The Rogers myWifi app is showing that the speed from the internet to my modem is fantastic. I'm getting around 600 to 700 Mbps every test. Higher than my expected rate. Unfortunately, my wired DL speeds tested on 3 different computers are in the range of 25 - 45Mbps. Upload is in the 20Mbps range as expected DL. Over the last days even my wired connection has been cutting out. As for wireless, I have about 12 devices in the house. About half are running on 5Ghz, including 2 TV, samsung tablets (3) , samsung phone (S8) and a Macbook pro. The remainder are on 2.4Ghz - 2 Google home minis, an HP printer, an iPhone 7s, and two Chromecasts. My wireless speed on 5g, regardless of the device, hits around 20-30 Mbps, standing right in front of the modem. There have been frequent dropouts and tests that show less then 10Mbps. As for 2.4 - don't even ask how bad this is. Tests are ranging from no connection up to 9 Mbps.
A week ago everything was running like a clock.
A tech visited Tuesday and checked everything out. Of course, when he logged on with his tablet he got 300Mbps on 5Ghz and 500Mbps+ wired!! and said everything is fine. As soon as he left I ran more tests and had the same poor results as previously.
I feel like I've tried everything. I've moved the modem to connect it direct to cable where it enters the house. I've run wired tests with wireless disabled at the modem, I've tried brand new new Cat 6 cables.
Today I chatted with tech again, as I was working from home and barely able to maintain a decent connection. The tech recommended swapping the modem with a new one, which I just did 20 minutes ago. I'm all set up and guess what. Same terrible low speeds! FYI it's a Hitron 4582u brand spanking new, not a refurb.
Hardware Version 2A Software Version 18.104.22.168T3
I need some help from the community before I lose my mind.
Here's my Docsis WAN downstream view
This menu displays both upstream and downstream signal parameters
|Gateway IP Address|
|DHCP Lease Time||😧 07 H: 00 M: 00 S: 00|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
@Jameskie your new 4582 requires a firmware update to 22.214.171.124T6 and, you have a signal level problem.
Try rebooting or restarting the modem a couple of times to see if it picks up the firmware update. If it does, when that firmware update is done, reboot / restart the modem again. There is a reboot already built into the update but I've always found that a reboot / restart at a minimum is required, if not a full factory reset in order for the Hitron modems to operate properly after a firmware update.
Can you post the OFDM Downstream Overview and Upstream Overview sections as well. That will tell me if the modem is actually using the ODFM DOCSIS 3.1 downstream channel. It should be, but, with your current firmware and signal levels, I wouldn't guarantee it.
Firmware version 126.96.36.199T6 runs a variable QAM level, which indicates what level the data encoding is running for downstream DOCSIS 3.1 transmit / receive purposes. It should result in better performance in signal level situations such as yours, but, even with that version loaded, there's no guarantee, and I wouldn't be surprised to see no difference at all.
Normally I'd say, call tech support to run a signal check on the modem, and to specifically check the OFDM parameters to see if their within spec. However, the one important component here is the QAM level, which runs at a fixed level in previous versions. With version .36T6, a QAM level lower than 1024, which is the top level, will indicate that the OFDM channel is running at less than optimum performance. 64 QAM is the bottom level. Below that the modem will bail out of DOCSIS 3.1 operation and use DOCSIS 3.0, which is what your posted signal levels are indicating. Those aren't great, although yes, they are within spec. The modem shouldn't have any issues running with those signal levels if it were running with DOCSIS 3.0 only. I need the OFDM data to determine that.
So, I have no doubt that you have some problem with your external cable and/or connectors, but, the DOCSIS 3.0 levels that you posted are still within spec, even if their lower than they should be. The modem doesn't show all of the downstream OFDM channel details, which tech support has access to, so, its impossible to know at the moment if the OFDM channel is running correctly, and to know that, we need 36T6 loaded to see the real OFDM QAM level, along with the OFDM signal levels and signal to noise ratios.
Try the modem reboot/restart to see if the firmware update runs, and failing that, see if tech support can push version 188.8.131.52T6 to the modem or put it on the nightly firmware update schedule. My personal opinion, at the end of the day, is that you need a tech visit to sort out the problems in the lower 500 Mhz range of the frequency spectrum, which is where the DOCSIS 3.1 OFDM channel lives, as well as the DOCSIS 3.0 upstream channels.
I've now confirmed I have firmware 184.108.40.206T6 and have done some more testing. I have moved the modem so now it is directly connected to the cable coming into the house from the street. Speed over a Cat6 5 foot cable into a laptop with a 1GB ethernet capability is testing on Rogers speedtest at 270 to 290Gbps DL, 22 UL. Ping 10, jitter 2.
On a 5Ghz connection, tested on the same laptop and on my Samsung S8 using the Rogers MyWifi app, I'm showing internet to modem speed consistent over multiple tests at appx 760Mbps and varied DL rates from internet to device between 90 Mbps and 250 Mbps. Signal strength less than 25cm from the modem is showing at -40dBm on channel 161.
On 2.4Ghz, same test as above, I'm showing 600 to 700 Mbps from modem to internet and between 30 and 80 Mbps DL. Signal strength 25cm from modem is -34 dBm.
I'm still not running anywhere near where I should be and tests have varied widely over the last hour.
Here's my current Docsis WAN values
This menu displays both upstream and downstream signal parameters
@Jameskie do you still have the modem connected to the incoming cable by chance. If so, can you try reposting the signal table, from the Downstream Overview line all the way to the bottom right hand corner of the OFDM/OFDMA section. Hopefully it will paste in correctly and be easier to read.
To copy the table, select, or highlight the entire table, right click ..... copy. Then start a new post, right click ..... Paste. The table should like like a table when it pastes into the post.
Looking through the data, your modem isn't running the Downstream OFDM channel, so, there's an issue with the lower 500 Mhz band in the cable system somewhere.
I can reconstruct the table, so, if you're already moved the modem back its normal location, just let me know. Don't bother moving the modem back again.
Edit: @Jameskie are you on a fibre to the home (FTTH) connection? Looking at the signal data, the signal to noise ratios lead me to think that's a possibility.
@Jameskie here's the signal levels, as they're currently sitting:
That should be a straight line at 0 dBmV, so, you have a problem in the cable system below 600 Mhz. That slope, from 300 Mhz up to 600 Mhz might be why the downstream OFDM channel isn't running. However, the modem is able to use the DOCSIS 3.0 channels at 600 Mhz at above, even with the dramatic drop-off above 800 Mhz. That drop off shouldn't exist. Be that as it may, it doesn't explain the slow performance that you're seeing, so this is still a head scratcher.....
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