Welcome to the Rogers Community Forums!
I know how important it is to have fast speeds especially with the current situation around the world and everyone being at home for the foreseeable future.
It's disappointing that you were unable to get adequate support from our Live Chat team. If a technician was recommended at first then you are most likely experiencing issues related to poor RF signals. Please copy and paste your RF signal levels from the modem so the Community can review it.
You can do this by logging into the modem, navigate to the Status, then the DOCSIS WAN tab and copy the signal level table. Start at the front end of the Downstream Overview line and go all the way to the very bottom right-hand corner of the table which is the OFDM/OFDMA section. Ignore the data that resides above the Downstream Overview.
We look forward to your response.
Here you go RogersTony.
Appreciate the help!
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||25300000||ATDMA - 64QAM||58.250||2||3200000|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
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Update - I called rogers and they sent a tech out. Turns out that our cable coming into house was chewed up by an animal. He replaced the cable and seems to be good now.
@RayB50 : Have you read recent posts in this thread?
Are you using a wired ethernet connection from a computer?
Have you checked your "Autotuning" settings if using a windows computer?
Are you using WiFi - speeds can vary a lot depending on the WiFi connection in your home? What devices are you using?
If you're getting the same results on different devices, wired, then there's some sort of issue. Have you tried a tablet or phone just as a WiFi check? It's possible that the modem was not properly provisioned for 500, rather for say 100 or even 75. I suggest you call Rogers technical support, or perhaps PM the mods here - I have found them to be most helpful:
Are you using the Rogers speedtest link?
@RayB50 in addition to the questions above, here's a few more:
1. What modem was delivered, a white Hitron CODA-4582 where the exact product model is seen on the back of the modem, or the newer grey/black XB6. The product sticker is found on the bottom of the modem, and it will either be an Arris TG-3482ER, or a Technicolor CGM-4140COM.
2. Whats your windows test platform, a desktop or laptop?
3. Have you seen the windows device and Macbook run 500 Mb/s or more anywhere else?
4. What was the highest data rate that you saw with the windows device and Macbook when you were with your previous provider.