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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

Hi guys. Just a quick update here. The 48 hours came and went and nothing was done. On Monday, I called up Bell and subscribed to their Fibe Internet (300) and TV.  They came today and set everything up and now the speeds are great again. Pretty amazed by everything so far - they've even given me some generous bandwidth over what I subscribed to. How nice is that? Anyways, just wanted to say that if you're not happy with your service, there's always other alternatives. Cheers.

 

Snipaste_2018-05-17_00-53-27.png

 

Re: Gigabit Speeds

hello guys.

i have been using Gigabit package been 3 months. 

i got around 800 Mbps download speed on the first month. 

but recently the download speed just very slow , even i do the speedtest during off the peak time, i only get around 200 Mbps for download . 

the upload speed was totally fine.

please help me out guys.

 

(Speedtest image removed due to the IP address visible - RogersMoin)

 

Re: Gigabit Speeds

Hello, @jasonfeng326

 

Welcome to the Rogers Community Forums! 🙂

 

Thank you for posting your concern in the Community. Not able to see the package speed can be disappointing. Are you testing the speed on a wired connection? Have you tried a different computer? What's the speed are you getting on a WiFi connection?

 

I have recently noticed the HTML5 based speedtest at times is not yielding accurate results. We have enabled the Flash-based tool at Rogers.com/Speedcheck, can you check the speed here? When you post the results make sure to hide the IP address for security/privacy reasons. 

 

If you are not able to use the Flash-based tool then you can use the Speedtest.net app available on the Windows Store for Windows 10. 

 

Also, if you can log into the modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections so that we can analyze the signal levels.

 

Cheers,

RogersMoin 

Re: Gigabit Speeds

user12343543
I Plan to Stick Around

How did you get 1175, did you use 2 connections or something?

Re: Gigabit Speeds


@RogersMoin wrote:

Hello, @jasonfeng326

 

Welcome to the Rogers Community Forums! 🙂

 

Thank you for posting your concern in the Community. Not able to see the package speed can be disappointing. Are you testing the speed on a wired connection? Have you tried a different computer? What's the speed are you getting on a WiFi connection?

 

I have recently noticed the HTML5 based speedtest at times is not yielding accurate results. We have enabled the Flash-based tool at Rogers.com/Speedcheck, can you check the speed here? When you post the results make sure to hide the IP address for security/privacy reasons. 

 

If you are not able to use the Flash-based tool then you can use the Speedtest.net app available on the Windows Store for Windows 10. 

 

Also, if you can log into the modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections so that we can analyze the signal levels.

 

Cheers,

RogersMoin 


i hook up the modem directly to my pc.

i try to post my docsis wan status , but get removed.

the speed still not in the acceptable range. 

 speed result.png

Re: Gigabit Speeds

status 1.jpg

 

Re: Gigabit Speeds

status 2.jpg

Re: Gigabit Speeds

Hello @jasonfeng326,

 

Thank you for posting the DOCSIS WAN page for us!

 

The signal levels look pretty normal so we may need to run some additional tests in your area to see if there is any congestion at the node which could be impairing your speeds.  Please send us a Private Message to @CommunityHelps and we can run some tests in your area.

 

If you are not familiar with our Private Messaging system please Click Here.

 

RogersTony

Re: Gigabit Speeds

TicTacTabarnak
I've Been Here Awhile

I experienced quite the Bait and Switch today ... I moved from Bell Fibe 1Gbps Service to Rogers' "Gigabit" 1Gbps service based on a sales rep coming to my porch telling me that they've been doing testing in the area and that the speeds are comparable to Bell's and for cheaper.

 

The Bell Fibe Router has speeds of 1.1Gbps Down & 970 Mbps Up and when I asked the Rogers technician for the Rogers speeds plugged into the box he could only get 150 Mbps Up and 30 Mbps Down.

 

Here's the speedtest from my phone between the two services (Bell being 2.4Ghz vs. Rogers 5Ghz & 2.4Ghz):

 

Buyer Beware!!!  I hope this helps others debating on the difference between the 2 services!  The technician told me that the highest he sees is normally 300 Mbps & the highest he's ever heard of in a newer neighbourhood was 800 Mbps.

 

So ... Now that I'm with Rogers ... What are our options to actually getting 1Gbps AS ADVERTISED?

 

Bell Fibe 1Gbps vs Rogers Gigabit 1Gbps

Re: Gigabit Speeds


@TicTacTabarnak wrote:

I experienced quite the Bait and Switch today ... I moved from Bell Fibe 1Gbps Service to Rogers' "Gigabit" 1Gbps service based on a sales rep coming to my porch telling me that they've been doing testing in the area and that the speeds are comparable to Bell's and for cheaper.

 

The Bell Fibe Router has speeds of 1.1Gbps Down & 970 Mbps Up and when I asked the Rogers technician for the Rogers speeds plugged into the box he could only get 150 Mbps Up and 30 Mbps Down.

 

Here's the speedtest from my phone between the two services (Bell being 2.4Ghz vs. Rogers 5Ghz & 2.4Ghz):

 

Buyer Beware!!!  I hope this helps others debating on the difference between the 2 services!  The technician told me that the highest he sees is normally 300 Mbps & the highest he's ever heard of in a newer neighbourhood was 800 Mbps.

 

So ... Now that I'm with Rogers ... What are our options to actually getting 1Gbps AS ADVERTISED?

 

Bell Fibe 1Gbps vs Rogers Gigabit 1Gbps


@TicTacTabarnak

I just did a speed test, this is over WiFi so the ping is a bit high. I did the test at 7:37pm so the network is under load.

Screen Shot 2018-06-21 at 7.37.08 PM.png

 

My neighbourhood isn't new construction, so I'm shocked to hear your getting such low speeds. I would send a PM to @CommunityHelps making sure your service is provisioned properly. 

Re: Gigabit Speeds

Or, you could call tech support and ask the Customer Service Rep if the modem is provisioned properly for gigabit rates.  if that question doesn't provide an answer, ask the CSR to run a signal check on the modem and ask specifically if the OFDM channel is operating within specs.  Thats the DOCSIS 3.1 downstream data channel, so, in terms of download rates, that's what requires the most attention at this point.  

 

Fwiw, not that I'm saying that you've been snookered, but .......    

 

Bell introduced symmetrical download/upload rates just under two months ago.  So, from what I've seen at the top end, for gigabit service, users are seeing around 950 Mb/s down, 850 to 900 Mb/s up.  Rogers can't match that.  To increase the upload rates on the rogers network, DOCSIS 3.1 Upstream will have to be enabled.   That's at least one or two firmware versions down the road, if not more, and is most likely several weeks, if not months away.  Even when that does occur, it will be interesting to see how the upload rate situation shakes out.  With the right frequency selection, DOCSIS 3.1 can support 10 Gb/s down, 1 Gb/s up, but, I don't expect to see that for many months down the road, and not necessarily with Rogers.  All cable operators are going to have to realign their system spectrum use to achieve higher rates with DOCSIS 3.1 

 

So, Bell has introduced symmetrical rates, upping the competition for Rogers, and from a mobilesyrup news article, plans to introduce 5 Gb/s rates next year.  

 

https://mobilesyrup.com/2018/04/05/bell-announces-all-fibre-optic-network-is-now-live-in-toronto/

 

For now, and the immediate future, the best you can do with the Rogers gigabit service is 950 Mb/s down, 33 Mb/s up. 



Re: Gigabit Speeds

awais22
I Plan to Stick Around

Paying for 1gbps and getting 100mbps! What is wrong with Rogers?

 

 

I am paying for 1gig internet, and I am getting 100-300mbps while doing a speedtest.

I am connected with Ethernet wire direct, and this problem started happening a couple weeks back. Its funny, a rogers tech came yesterday, checked the lines and said everythings good, and the connection got WORSE after the tech visit!

What can I do to get my original 1gig speeds back?

Here are my line stats, please tell me if they are good or not:
 
Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	657000000	256QAM	0.400	17	38.983
2	849000000	256QAM	-3.800	2	38.605
3	855000000	256QAM	-4.300	3	37.636
4	861000000	256QAM	-4.700	4	37.636
5	579000000	256QAM	-0.700	5	38.605
6	585000000	256QAM	-0.400	6	38.605
7	591000000	256QAM	-0.200	7	38.983
8	597000000	256QAM	-0.600	8	38.605
9	603000000	256QAM	-1.000	9	38.605
10	609000000	256QAM	-1.100	10	38.983
11	615000000	256QAM	-0.900	11	38.605
12	621000000	256QAM	-0.400	12	38.983
13	633000000	256QAM	-0.400	13	38.983
14	639000000	256QAM	0.000	14	38.983
15	645000000	256QAM	0.300	15	40.946
16	651000000	256QAM	0.300	16	38.983
17	303000000	256QAM	4.800	1	38.983
18	663000000	256QAM	0.700	18	38.983
19	669000000	256QAM	0.500	19	38.983
20	675000000	256QAM	0.000	20	38.605
21	681000000	256QAM	0.100	21	38.983
22	687000000	256QAM	0.600	22	38.983
23	693000000	256QAM	0.500	23	38.983
24	699000000	256QAM	0.200	24	38.983
25	705000000	256QAM	0.200	25	38.605
26	711000000	256QAM	0.000	26	38.605
27	717000000	256QAM	-0.600	27	38.605
28	723000000	256QAM	-0.900	28	38.983
29	825000000	256QAM	-2.200	29	38.605
30	831000000	256QAM	-2.700	30	38.983
31	837000000	256QAM	-2.900	31	38.605
32	843000000	256QAM	-3.300	32	38.605
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	275600000	YES	YES	YES	4.099998
Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	35.500	4	6400000
2	38596000	ATDMA - 64QAM	37.500	6	3200000
3	23700000	ATDMA - 64QAM	34.250	5	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

Re: Gigabit Speeds

@awais22 your signal levels aren't bad from what I can see, so, there isn't anything that stands out as a potential problem.  Are you running Windows 10 on your pc/laptop and if so, were there any recent updates that might be causing a problem?  Do you happen to have more than one pc/laptop capable of running gigabit speedtests so that you can rule out any stupidity on Microsoft's part? 

 

If you happen to have a gaming or workstation laptop, I'd test that somewhere else, just to ensure that it still supports gigabit rates, then I'd pester Rogers Tech Support every day.  Call in and report the slow speeds.  Put Tech Support on speed dial and don't hesitate to use it.  A continuous, day after day complaint should generate a response fairly quickly.  Be persistent.  But, as I indicated above, you have to know that your own equipment will definitely support those rates.  Knowing that, you can cut off any argument with Tech Support ..... my equipment works ..... tag, your it. 

 

Edit:  changed "your signal levels are bad from what I can see"  to "your signal levels aren't bad from what I can see".  Sorry 😞



Re: Gigabit Speeds

awais22
I Plan to Stick Around

The slow speeds are all the time, and not specific to peak times. Also, this happens on all the computers connected with ethernet.

 

Nothing has changed equipment wise, before it was always 900mbps+, and then randomly 3 weeks ago, speeds dropped to 300mbps

 

I have called tech support again today and they open a tier 2 ticket with support, so lets see where that goes.

Re: Gigabit Speeds

Windwalker
I Plan to Stick Around

@awais22 wrote:

The slow speeds are all the time, and not specific to peak times. Also, this happens on all the computers connected with ethernet.

 

Nothing has changed equipment wise, before it was always 900mbps+, and then randomly 3 weeks ago, speeds dropped to 300mbps

 

I have called tech support again today and they open a tier 2 ticket with support, so lets see where that goes.


Exactly the same situation I'm in. Reinforces my belief that this is a network issue.  I have to call in.

Re: Gigabit Speeds

Yup, and keep calling.  Call every day and ensure that the complaint is on file.  Put Tech Support on speed dial and don't hesitate to use it.  Sometimes issues like this takes persistence on the part of the customer.  Polite but persistent I would call it......



Re: Gigabit Speeds

TicTacTabarnak
I've Been Here Awhile
Thanks for that clarification and explanation. Bell has called me with a win back offer of $94.95/month for all three services (basic phone, starter TV and 1Gbps service) ... I'm making the switch back to 1.1Gbps Down and 960Mbps Up for the extra 20 bucks per month ... I rarely had devices "clocking" to download content before like I have experienced with Rogers over the last 2 weeks. It's frustrating... Considering the Rogers sales rep pitched it as "they've done tests in the area and we have the same speeds for cheaper."

Re: Gigabit Speeds

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM3.500740.366
2855000000256QAM1.200340.946
3861000000256QAM1.400440.366
4579000000256QAM3.100540.946
5585000000256QAM3.200640.366
6849000000256QAM0.900240.366
7597000000256QAM3.700840.946
8603000000256QAM3.800940.366
9609000000256QAM3.8001040.946
10615000000256QAM3.9001140.946
11621000000256QAM4.1001240.946
12633000000256QAM4.1001340.946
13639000000256QAM4.2001440.366
14645000000256QAM4.3001540.946
15651000000256QAM4.4001640.946
16657000000256QAM4.4001740.946
17663000000256QAM4.4001840.946
18669000000256QAM4.4001940.946
19675000000256QAM4.3002040.946
20681000000256QAM4.0002140.366
21687000000256QAM3.6002240.366
22693000000256QAM3.5002340.946
23699000000256QAM3.5002440.366
24705000000256QAM3.4002540.366
25711000000256QAM3.7002640.946
26717000000256QAM3.9002740.946
27723000000256QAM3.9002840.366
28825000000256QAM2.0002940.946
29831000000256QAM1.9003040.366
30837000000256QAM1.7003140.366
31843000000256QAM1.3003240.366
32303000000256QAM1.400138.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES1.000000
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM33.25056400000
238596000ATDMA - 64QAM35.25063200000
330596000ATDMA - 64QAM33.25046400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

Can someone please tell me something about those readings and the quality of the line?

I've subscribed to 1Gbps, and I'm getting around 375~405~450 max any advise?

[PS] Hitron is connected to one computer with 1Gbps ethernet, wifi disabled. 

Software Version2.0.10.33T3
  

Re: Gigabit Speeds

RamX2
I'm Here A Lot
I've managed to get 937Mbs by replacing the ethernet card. For some reason the internal isn't giving me the full speed.

Re: Gigabit Speeds

 


@Windwalker wrote:

@awais22 wrote:

The slow speeds are all the time, and not specific to peak times. Also, this happens on all the computers connected with ethernet.

 

Nothing has changed equipment wise, before it was always 900mbps+, and then randomly 3 weeks ago, speeds dropped to 300mbps

 

I have called tech support again today and they open a tier 2 ticket with support, so lets see where that goes.


Exactly the same situation I'm in. Reinforces my belief that this is a network issue.  I have to call in.


Exact same here in Ottawa. 

Re: Gigabit Speeds

nail93942
I've Been Around
You are already lucky man, I upgrade from 100 and speed improvement is 30%, from 30M to 40M , It was a huge discount ( in speed )
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