Gigabit Speeds

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I've Been Around
Posts: 1

Re: Gigabit Speeds

 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.

 

Moderator
Moderator
Posts: 1,129

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

I Plan to Stick Around
Posts: 11

Re: Gigabit Speeds

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..

I'm a Reliable Contributor
Posts: 338

Re: Gigabit Speeds

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?

Resident Expert
Resident Expert
Posts: 1,086

Re: Gigabit Speeds


@mahomed 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.

 

 



I'm a Reliable Contributor
Posts: 338

Re: Gigabit Speeds

@gp-se

 

Thanks for the reply.  Yes what you say makes sense but this is not what the guy on the phone was telling me.  Frankly I don't think first line techs really have any clue about things that are beyond their reach and are just trying to blow the customer off.  I used to be a manager at a call centre 20 years ago and know all about call stats 🙂

 

I find I get better information on their forum instead of calling support.  Unfortunately, we have to call them to resolve issues even though it feels like one is banging their head against a wall trying to explain things to them.  

 

Yes, my iPad Air 2 and Pixel devices will max out around 550 Mbps when the connection used to be fast and my laptop can easily get max speeds if the Rogers network can provide it.  My laptop is an i7, with 8 GB ram, 500 Gb Samsung SSD, Gigabit NIC and an Intel Dual Band AC network card.  I would not call these specs a slouch 🙂

 

 

Resident Expert
Resident Expert
Posts: 6,255

Re: Gigabit Speeds

@mahomed, have you checked your wifi environment recently to see if any of your neighbors has installed a new modem or router which might be interfering with your wifi network?



I'm a Reliable Contributor
Posts: 338

Re: Gigabit Speeds

@Datalink

 

Thanks for your reply.

 

My desktops are all being used via CAT 6 cable and not wifi.  

 

As for the wifi devices, running wifiinfoview, I see 39 networks in my area and I am the only one running 5.745 Frequency with a connection speed of 1733 Mbps on an 802.11n/ac setup.  Everyone else is on a 2.4 Ghz and none of my devices are using 2.4 Ghz and that radio is even turned off on the modem.  From what I see, there would be no issues with interference 

I'm a Reliable Contributor
Posts: 338

Re: Gigabit Speeds

I had a tech come by yesterday and he said my signal was very weak coming in and opened a ticket.  I had a Rogers tech put an amp on the line and he suggested I remove it.  The levels now look pretty bad:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -4.600 7 36.387
2 855000000 256QAM -10.500 3 33.957
3 861000000 256QAM -10.900 4 33.487
4 579000000 256QAM -6.200 5 35.595
5 585000000 256QAM -5.300 6 35.780
6 849000000 256QAM -10.200 2 34.346
7 597000000 256QAM -4.500 8 36.387
8 603000000 256QAM -5.100 9 36.387
9 609000000 256QAM -5.900 10 35.595
10 615000000 256QAM -7.100 11 34.926
11 621000000 256QAM -7.900 12 34.484
12 633000000 256QAM -9.100 13 33.957
13 639000000 256QAM -9.000 14 34.346
14 645000000 256QAM -8.700 15 34.484
15 651000000 256QAM -7.700 16 34.926
16 657000000 256QAM -6.700 17 35.595
17 663000000 256QAM -5.500 18 36.387
18 669000000 256QAM -4.700 19 36.387
19 675000000 256QAM -4.000 20 36.610
20 681000000 256QAM -4.100 21 36.610
21 687000000 256QAM -4.800 22 36.387
22 693000000 256QAM -6.300 23 35.780
23 699000000 256QAM -7.400 24 35.084
24 705000000 256QAM -8.300 25 35.084
25 711000000 256QAM -9.800 26 34.346
26 717000000 256QAM -10.000 27 33.957
27 723000000 256QAM -10.000 28 33.834
28 825000000 256QAM -11.400 29 33.377
29 831000000 256QAM -10.600 30 33.957
30 837000000 256QAM -10.600 31 34.346
31 843000000 256QAM -10.700 32 33.957
32 303000000 256QAM -3.500 1 35.595
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES -3.599998
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 39.250 3 3200000
2 30596000 ATDMA - 64QAM 37.250 1 6400000
3 23700000 ATDMA - 64QAM 36.250 2 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

 

Thoughts?

Resident Expert
Resident Expert
Posts: 1,086

Re: Gigabit Speeds


@mahomed wrote:

I had a tech come by yesterday and he said my signal was very weak coming in and opened a ticket.  I had a Rogers tech put an amp on the line and he suggested I remove it.  The levels now look pretty bad:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -4.600 7 36.387
2 855000000 256QAM -10.500 3 33.957
3 861000000 256QAM -10.900 4 33.487
4 579000000 256QAM -6.200 5 35.595
5 585000000 256QAM -5.300 6 35.780
6 849000000 256QAM -10.200 2 34.346
7 597000000 256QAM -4.500 8 36.387
8 603000000 256QAM -5.100 9 36.387
9 609000000 256QAM -5.900 10 35.595
10 615000000 256QAM -7.100 11 34.926
11 621000000 256QAM -7.900 12 34.484
12 633000000 256QAM -9.100 13 33.957
13 639000000 256QAM -9.000 14 34.346
14 645000000 256QAM -8.700 15 34.484
15 651000000 256QAM -7.700 16 34.926
16 657000000 256QAM -6.700 17 35.595
17 663000000 256QAM -5.500 18 36.387
18 669000000 256QAM -4.700 19 36.387
19 675000000 256QAM -4.000 20 36.610
20 681000000 256QAM -4.100 21 36.610
21 687000000 256QAM -4.800 22 36.387
22 693000000 256QAM -6.300 23 35.780
23 699000000 256QAM -7.400 24 35.084
24 705000000 256QAM -8.300 25 35.084
25 711000000 256QAM -9.800 26 34.346
26 717000000 256QAM -10.000 27 33.957
27 723000000 256QAM -10.000 28 33.834
28 825000000 256QAM -11.400 29 33.377
29 831000000 256QAM -10.600 30 33.957
30 837000000 256QAM -10.600 31 34.346
31 843000000 256QAM -10.700 32 33.957
32 303000000 256QAM -3.500 1 35.595
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES -3.599998
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 39.250 3 3200000
2 30596000 ATDMA - 64QAM 37.250 1 6400000
3 23700000 ATDMA - 64QAM 36.250 2 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

 

Thoughts?


What are your speeds like? Do you live in a detached house, or in a building? 

 

Those signal levels are weak, and the SNR is low. SNR is the most important thing, my signal levels are a little weak (-8db) but I have very good SNR levels (38-40) and I get full gigabit speeds. 

 

I would suggest calling back in and having tech support run a signal check, it should fail and they should send a tech out to correct the issue. I was also ask if they can check other people on your tap/node so you can determine if it only affects you line, or everyone else on your tap/node. Also ask for a senior tech to be sent out since this is an ongoing issue. I don't like using amps since they amplify everything, including noise, it's better to find the root cause of the issue.