I would try calling the contact number on https://www.rogers.com/internet/fibre-powered
I believe that this team can handle inquires about all construction-related activities.
I don't know what to say. I had heard (from techs doing FTTH deployments for Rogers) that my neighbourhood would be all fibre by the end of 2020. That never came to be. As far as I can tell, with rare exceptions, Rogers is pretty much only running fibre in new subdivisions, and even overbuilding in some of their competitors' territories. Elsewhere, in neighbourhoods served by coax, it looks like the best that we can hope for from Rogers is DOCSIS 4.0.
@Fedup8 you should have a small Nokia Optical Network Terminal that connects via ethernet to an XB8 modem via the modem's port 4 (lower right hand port). The ONT must be connected to the modem's port 4 as that port is a dual WAN/LAN port and it will operate as a firewalled port when connected to the ONT. The ONT and modem will run 2.5 Gb/s between them, regardless of the internet plan speed that your running.
The problem with this Comcast configuration is that the other ports on the modem only provide 1 Gb/s, so, unless you're running Wifi 6e, you're not going to see anything near 2.5 Gb/s.
The only real way to see 2.5 Gb/s thru the ONT, to an end device, is to replace the modem with a router that has 2.5 Gb/s WAN and LAN ports or multi-gig ports that can higher data rates. And if you have more than one LAN device that is capable of 2.5 Gb/s, you're going to need a multi-gig switch behind the router. Just to note, if you're using house ethernet cabling, typically Cat-5e unless you have a recently built house, you need to make sure that all of the cabling is connected and tested to support 1 Gb/s end to end. That cabling should support multi-gig ops as the transmitter and receiver at both end use a different waveform to run multi-gig data rates over Cat-5e and higher.
The one problem with fibre optics is that its not infallible. All it takes is a bad fibre splice to result in poor service, and that splice can be anywhere in the fibre path.
What did the techs say about the signal levels from the optical cable? Are they within spec? And if they are, that points to a network issue further upstream.
One item to check for is to ensure that the ethernet cable between the ONT and modem is connected to the modem's port 4 (lower right hand port). If its connected to ports 1 to 3, you will end up with an unstable configuration that is also a security hazard as ports 1 to 3 are not firewalled. We've seen this come up before.
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