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Gigabit Speeds

hxf
I've been here awhile

I've had the displeasure of upgrading two accounts to the Gigabit package. 

I understand the marketing gimmick of the term up to, but it's getting a bit ridiculous. 

 

Here is a snapshot of a speedtest done downtown by Bay and College. Straight lan, bridge mode. 

 

 

 

As you can see, the speeds are a far cry of true gigabit. I understand fully the limitations and expectations of the Docsis 3 technology. I would even deem constant speeds of 750-800 acceptable. 

 

I also have the package in Richmond Hill, where the speeds are about 80% of the above posted numbers. 

 

Service agents have showed up to both locations, followed by visits from their supervisor. 

 

The Richmond Hill service team advised me the maximum speeds that they have ever seen in the area is about 600Mb/s whereas the Downtown Toronto team advised me the the maximum they have personally seen is in the 650Mb/s range that was sustainable. To me, upload speeds are more important. The comparison between the two is full 50 as seen above to mid 30s in Richmond Hill.

 

If the agents are reporting that to the customers, knowing that the network cannot achieve anywhere close to their advertised speeds, why bother selling them as Gigabit. Should have rolled out publicly as 500u instead!

 

Spoke to the management team who advised me, since we are already on a highly discount bundle, there is nothing they can do. The analogy they gave me was you get what you pay for. 

 

So my frustration spikes, just because Rogers offered the 63U package and I take advantage of the deal, they have the audacity to justify the slower speeds because I'm on a "discounted" plan? In my opinion, that's disgusting.

 

I would advise anyone considering upgrading to the Gigabit package to steer clear until their systems can actually handle the traffic. 

 

*Edited Labels*

274 REPLIES 274

Re: Gigabit Speeds


@NeedSpeed18 wrote:

1 Gigabit

 

Wow,  I have never been so frustrated.  I am promised the 1 gigabit and 

i cant get speeds of greater thatn 300 down and 30 upload.     Nobody has any answers and

no follow  up.


Can you log into the modem and goto the DOCSIS WAN page and post the signal levels. Also have you tried calling into tech support and asking them why you aren't getting the proper speeds? It could be a signal issue, area issue, or a provisioning issue. 

Re: Gigabit Speeds

@NeedSpeed18, are you seeing those results via ethernet or via wifi?  If you recently signed up for the gig service, you're only going to see 30 Mb/s up.

Re: Gigabit Speeds

NeedSpeed18
I've been here awhile
ethernet

Re: Gigabit Speeds

@NeedSpeed18,

 

1.  Is that to a desktop or to a laptop?

 

2.  Is that via direct connection to the modem using a single Cat 5e or Cat 6 ethernet cable, or are you running a router, switch or house ethernet between the modem and the device in question?

Re: Gigabit Speeds

NeedSpeed18
I've been here awhile
Laptop
5e wire
Direct from the Rogers modem

Re: Gigabit Speeds

@NeedSpeed18

 

1.  Does the laptop have an ethernet port or are you using an ethernet to USB adapter to connect to the laptop?

 

2.  Have you tested the laptop anywhere else, or on a previous Rogers modem and if so, is it capable of running data rates up to ~950 Mb/s which is what you're going to see as a max rate?

 

3.  Do  you have a desktop that you can use to run a speedtest, as a comparison test device?

 

As an example, we had an Acer laptop that wouldn't go past ~205 Mb/s, wired or wifi.  So, the existence of an ethenet port or running via ethernet to USB adapter isn't a guarantee of higher data rates on a run of the mill laptop. Beyond the ethernet or USB port you have to look at the processor, memory amount and hard drive type and speed.  All of those factors will affect the data rate that you might see on a speed test.  If you happen to be running a gaming laptop that's a different matter.  In that case I would expect to see somewhere in the order of 900 to 950 Mb/s downstream on a gaming laptop. 

Re: Gigabit Speeds

Alex4161
I'm a senior contributor

I have not had gigbit speeds in months.  My avg is around 300 Mbps and get up to 600 Mbps.  Glad to see I am not the only one who is having this issue.

Re: Gigabit Speeds

0x
I plan to stick around

Getting 1175 Mbps on my Hitron CODA-4582, tested via Hurricane Electric in California.

 

Looks like Rogers is deploying 32 DOCSIS channels for everyone (32×37 = 1184 Mbps), so with the proper network setup you should always be seeing >1Gbps.

 

 

There's a constant ~10ms ping to the very first hop though, which probably can't be easily improved without ditching the coaxial network.

Re: Gigabit Speeds

Datalink
Resident Expert
Resident Expert

That 10 ms ping should improve when DOCSIS 3.1 upstream is deployed, hopefully by the end of the year.

Re: Gigabit Speeds?

jason121212
I plan to stick around

Hi,

 

I just got "upgraded" to the gigabit plan on Saturday. I was on the 100 MB plan and was getting consistent speeds of 100 MB or above in the speed boost zone.

 

Now with the gigabit plan, I am getting 200 MB sometimes but still around 100 MB for the most part. I understand signal degradation, wireless, blah blah... but I expect atleast 500-600 MBs when I am paying for a gigabit plan.

 

Downstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

1

591000000

256QAM

-12.100

7

33.487

2

849000000

256QAM

-14.800

2

34.926

3

855000000

256QAM

-15.100

3

34.926

4

861000000

256QAM

-14.800

4

34.926

5

579000000

256QAM

-11.500

5

33.957

6

585000000

256QAM

-11.800

6

33.834

7

303000000

256QAM

-7.500

1

35.780

8

597000000

256QAM

-12.600

8

33.487

9

603000000

256QAM

-12.500

9

33.487

10

609000000

256QAM

-12.500

10

33.487

11

615000000

256QAM

-12.400

11

33.834

12

621000000

256QAM

-12.500

12

33.487

13

633000000

256QAM

-12.800

13

33.487

14

639000000

256QAM

-12.800

14

33.834

15

645000000

256QAM

-12.500

15

33.957

16

651000000

256QAM

-12.300

16

33.957

17

657000000

256QAM

-12.200

17

34.484

18

663000000

256QAM

-12.100

18

34.346

19

669000000

256QAM

-12.400

19

34.346

20

675000000

256QAM

-12.600

20

34.346

21

681000000

256QAM

-13.000

21

33.834

22

687000000

256QAM

-13.000

22

33.957

23

693000000

256QAM

-13.400

23

33.957

24

699000000

256QAM

-13.700

24

33.834

25

705000000

256QAM

-13.900

25

33.957

26

711000000

256QAM

-14.000

26

33.834

27

717000000

256QAM

-14.200

27

33.834

28

723000000

256QAM

-14.300

28

33.487

29

825000000

256QAM

-14.600

29

34.926

30

831000000

256QAM

-14.400

30

34.926

31

837000000

256QAM

-14.500

31

34.926

32

843000000

256QAM

-14.600

32

34.926

 

 

Upstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Bandwidth

1

30596000

ATDMA - 64QAM

40.500

1

6400000

2

38596000

ATDMA - 64QAM

43.000

3

3200000

3

23700000

ATDMA - 64QAM

40.000

2

6400000

Re: Gigabit Speeds?

@jason121212, if you're now on the gig plan, you should be using the white CODA-4582 modem which has two additional sections in the signal level tab.  Those are for the OFDM channels, of which, only the downstream portion is active.  Not that it matters at this point, but, for future purposes, can you post the entire downstream and upstream levels?

 

On to the problem at hand and the ongoing "signal degradation, wireless, blah blah...."  Your downstream signal levels are terrible, no doubt about it.  They should be at 0 dBmV, not sitting down around -12/14 dBmV.  Your signal to noise levels are also low, they should be in the 36 to 40 dB range.  The upstream are ok, which is more than unusual.  Normally as the downstream levels drop due to signal degradation associated with cable aging and weathering, the modem pushes up the upstream levels to maintain communications with the Cable Modem Termination System (CMTS).  So, to see the downstream as bad as it is, and the upstream within reason is strange.  Don't know what's going on but you need a technician to check out the cabling and connectors.  

 

Call tech support and ask the CSR to run a signal check on the modem.  That check should fail automatically and you should see a tech at your home within the next few days, as arranged between the tech and yourself.  

 

Edit:  As I indicated earlier, I expect that you would be using the CODA-4582.  That modem would be running on DOCSIS 3.1 on the downstream side, and if so, given the low signal levels for the DOCSIS 3.0 channels, I expect the signal levels for the DOCSIS 3.1 channel to be equally bad.  There are some customers who are experiencing low data rates with DOCSIS 3.1 running.  You might be one of them, but at the present time, I expect that's due to the existing signal conditions.  I would expect that data rate to drastically improve when the signal levels return to their normal range. 

Re: Gigabit Speeds?

0x
I plan to stick around

Looks fine? 100 MB/s is 800 Mbps. 500 MB/s would be 4Gbps.

Re: Gigabit Speeds?

jason121212
I plan to stick around

lol i meant mbps you know that

Re: Gigabit Speeds?

I was assuming mb/s 🙂  Fwiw, it is possible to see high data rates with very low signal levels, but, you would need to have much better signal to noise ratios to get away with it.  Your signal levels and signal to noise ratios definitely aren't where they should be.  Hopefully its a simple cable/connector replacement.  Underground cabling, if that is what you have to your home might require a temporary above ground cable until a dig permit and bury crew are available. 

Re: Gigabit Speeds?

jason121212
I plan to stick around

Called Rogers tech, he was looking into the issue. Pretty much quoted what was listed in the thread and he said that it. Tech will be coming in this week to fix the issue. The area is not affected so it looks like its just my house.

 

Here is hoping for a quick resolution leading to quicker speeds 

Re: Gigabit Speeds?

@jason121212 when its all taken care of, can you repost the signal levels again, just to see where they ended up.  

Re: Gigabit Speeds

hemant
I've been around

 have been with Rogers for almost a year now. This is the 2nd time I am facing the same issues I faced in the past with them and they sent out technicians and issues were resolved (kind of) in June 2017. The speeds I got on direct Ethernet were always close to 440 MBPS. I honestly did not care as long as I could send emails for work and run my business from my home and stream netflix.

 

Recently the problem has started again and I have been on the phone with tech support for 5+ hours with no solution.

 

One of them asked to get a new modem and I even went to the store and replaced it, it actually made the issue worse. Now I have my internet disconnect on me every 2 mins and it takes 5-10 minutes to come back up. In the 2 mins the internet is on it takes more than a minute to even open up my email account. Speed test results were less than 1 MBPS download. This is all hardwired ethernet straight to the modem. 

 

I have even attached pictures of my speed test results. Obviously I have already cancelled my internet for the end of the month but I still need it to at least work till my new service is activated. 

 

Please help me out I can't keep doing my payroll and responding to work emails in a Starbucks.

 

Re: Gigabit Speeds

Hello @hemant!

 

Welcome to our Community.

 

I am sorry to hear that you have already cancelled your services with us however I would be more than happy to troubleshoot and try to figure out what's going on here.

 

Please PM us for further support. If you're not familiar with how to PM, please follow this link for instructions: http://communityforums.rogers.com/t5/blogs/blogarticlepage/blog-id/CommunityBlog/article-id/535

 

Regards,

RogersCorey

Re: Gigabit Speeds

jason121212
I plan to stick around

UPDATE:

 

Tech came to my house looked at all cabling and said it was fine. He changed a splicer and then said it was fixed and was about to leave. I pulled up the router and said the signals we not any better so I do not consider this fixed.

 

He said the reason why my speed is bad and I get drops is because there is an area issue and proceeded to submit a ticket. Hey said it would be fixed in three days.

 

Three days later, called Rogers.. they said it will take 10 Business days to fixed. I whined about how this is unfair and I was told my area was compatible before I agreed to the terms. The credited me a portion and promised that it would be fixed by the 30th.

 

So far nothing..

 

On October 1st, most likely going to be calling back which will result in credits and no fix...

 

Promised 1000 mb/s,

expected atleast 700 mb/s,

getting 100 mb/s on a wired connection

 

if bell was competitive with their pricing and would match what I was getting, I am ready to switch..

Re: Gigabit Speeds

Alex4161
I'm a senior contributor

How your Internet Speed calculated -  Does this even make sense?

 

For over 2 months, I have been having slow download speeds on the Gigabit package.  I used to get around 860 Mbps to 980 Mbps on the download and  over 50 Mbps on upload.

 

Recently my speed tests never go higher than 450 Mbps/32 Mbps when connected via Cat 6 Cable.

 

Looking at the Rogers site, I see that the max upload speed that was getting of 50+ Mbps is now around 32 Mbps.  I contacted Rogers as in my previous interactions they suggested that they wanted to check my speeds and network and have a sr. tech visit.

 

When I explained the situation to the Agent on the phone, they told me to look at the notes of the gigabit plan which state the following:

 

A computer or device with the above configuration and a direct wired connection to your modem will best allow you to enjoy the speeds delivered by your Rogers Ignite Internet package.

 

An Ethernet/wired connection and at least one wireless connection are required to reach maximum download speeds of up to 1Gbps for Rogers Ignite Gigabit Internet.

 

Actual speeds experienced vary with Internet traffic, server gateway/router, equipment, home wiring, home network or other factors.

 

 

The item of interest was the second point:

 

An Ethernet/wired connection and at least one wireless connection are required to reach maximum download speeds of up to 1Gbps for Rogers Ignite Gigabit Internet.

 

The way this was explained by the rep was I was to do a speed test on 1 PC connected via CAT 6 and one wifi device connected at 5 Ghz.  Running the speed test at the same time, I should add the speeds and that should be close to 1 Gbit.  I cannot do a speed test from 1 PC or device only to test max speed.

 

The analogy to this was I have 2 vehicles with a max speed of 100 km/h and neither of them can get 100 KM/h speeds.  However, if both vehicles could go 40 Km/h and 60 km/h that would total 100 km/h and that would be ok.

 

Am I missing something here or was this rep on the phone not making sense to me.

 

Thoughts?

Re: Gigabit Speeds


@Alex4161 wrote:

How your Internet Speed calculated -  Does this even make sense?

 

For over 2 months, I have been having slow download speeds on the Gigabit package.  I used to get around 860 Mbps to 980 Mbps on the download and  over 50 Mbps on upload.

 

Recently my speed tests never go higher than 450 Mbps/32 Mbps when connected via Cat 6 Cable.

 

Looking at the Rogers site, I see that the max upload speed that was getting of 50+ Mbps is now around 32 Mbps.  I contacted Rogers as in my previous interactions they suggested that they wanted to check my speeds and network and have a sr. tech visit.

 

When I explained the situation to the Agent on the phone, they told me to look at the notes of the gigabit plan which state the following:

 

A computer or device with the above configuration and a direct wired connection to your modem will best allow you to enjoy the speeds delivered by your Rogers Ignite Internet package.

 

An Ethernet/wired connection and at least one wireless connection are required to reach maximum download speeds of up to 1Gbps for Rogers Ignite Gigabit Internet.

 

Actual speeds experienced vary with Internet traffic, server gateway/router, equipment, home wiring, home network or other factors.

 

 

The item of interest was the second point:

 

An Ethernet/wired connection and at least one wireless connection are required to reach maximum download speeds of up to 1Gbps for Rogers Ignite Gigabit Internet.

 

The way this was explained by the rep was I was to do a speed test on 1 PC connected via CAT 6 and one wifi device connected at 5 Ghz.  Running the speed test at the same time, I should add the speeds and that should be close to 1 Gbit.  I cannot do a speed test from 1 PC or device only to test max speed.

 

The analogy to this was I have 2 vehicles with a max speed of 100 km/h and neither of them can get 100 KM/h speeds.  However, if both vehicles could go 40 Km/h and 60 km/h that would total 100 km/h and that would be ok.

 

Am I missing something here or was this rep on the phone not making sense to me.

 

Thoughts?


I think they say two devices incase both devices can't handle a full gigabit connection. If you have a very old computer, or slow/bloated computer then the speed test might Max out well before gigabit. If you have a computer that 2 months ago was getting 900mb/s and lately isn't, then unless something dramatically changed with your computer, I would be looking at the connection being the issue.

 

My single laptop will max out my connection (Gigabit), I have no need to run two devices to test speeds. If you try and do a speed test using a Tablet or Cell Phone then they usually Max out around 450-500mb/s, so you would need two devices doing the speed test at the same time to get close to gigabit. 

 

So I understand why Rogers says to use two devices at the same time, because some people may not have computers that can support Gigabit, or they use a tablet to run a speed test and think something is wrong when it maxes out at 500mb/s.