Gigabit Speeds

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I've Been Around
Posts: 1

Re: Gigabit Speeds

When did Rogers get so Bad?

 

I am not a Rogers Tech but this is what I know. We have been paying for Rogers 1GB for the last few years.  We have never had a steady connection, not even close. Over the years we have had numerous Techs sent from Rogers even a Supervisor. They all give different answers. Last week I was talking to one that reset our modem and said use fast.com to test the speed, on a GB internet connection we average 350 - 400.  After the reset we hit 1.4GB, it lasted about 2 mins then back to the usual 350 - 400. Then we had a Tech come and test everything and he said there is absolutely nothing wrong with anything in your house it is Rogers Lines in the street feeding the house. His test showed interference coming from houses that were using 3rd party providers that rent the Rogers lines. He said they have told Rogers for years that the lines in this neighborhood had problems. He would send a maintenance request. He also told me not to use Fast.com he said to use the speed test on Rogers.com/customer/support.... Rogers called 2 days later and said they sent a maintenance team and was checking to see if anything improved. Ummm Noooo! So they sent another Tech Yesterday. Now this one  came and ran a whole bunch of test "Again!".. And I was looking at the screen and there was a lot of Red, he said they were fine. They meet Rogers "Standard". Excuse me?  Tech explained "Let me tell you something Rogers will never tell you or admit." They advertise speeds but you will not get them! (The tech I spoke to on the phone actually asked "If we can get your speed to 700 would that be satisfactory?" ) Which is pretty much what the tech in front of me was saying. They can not provide a steady GB connection and as long as the numbers on his computer "pass" which means 600-700 of the GB connection they will not do anything else. And this tech said the others were wrong, use speedtest.net as it is more accurate. (it is also run by the same company as the one on Rogers.com/customer/support....) both are Ookla. This tech said everything in our house was fine, then explained that when we factory reset your modem you got your GB speed, then once you started connecting other devices the internet starts splitting which makes sense, 1 device = 1GB (for a few minutes anyway. LoL), 2 devices = 500 etc.. But once you connect other devices the connection stays split even if the other devices are not connected. Over the last few years I have had to spend countless hours on the phone with Rogers, countless hours waiting in the house for Rogers. Everyone keeps saying the others don't know what they are talking about, the majority of them that came out said there is issues with the actual cables supplying the neighborhood and that Rogers knows but will never admit it or fix it because it would be to costly. So to the best of my knowledge and I am not an expert but I also went to school for computer programming so I am not an idiot.  And according to countless so called "Rogers Techs" It really doesn't matter which speed test you use, they all ping from different locations, and to many variables will effect those tests. This morning our internet dropped again, it just went down and came back up when my daughter was online doing homework (internet drops randomly from time to time). The speed test on ALL these test sites showed 200-300. I give up. If I have talked to everyone from the Office of the President down to the techs at the door and not one of them can actually fix the problem and give us what we pay for then it must be True. Rogers false advertises. I was very angry but reserved to the fact that the best I will get is 700 on a 1GB. (If you have 500 like my neighbor then you get about 250-300) But even those speeds are not even close to consistent. My actual average is less then 350. It is not the places your testing it is Rogers. And it has become actually pathetic. Rogers at one point in my opinion actually cared about service and its customers.  Those days are clearly gone, when they offer better deals and charge new customers less then what they charge long time loyal customers, it's all about getting more to replace the ones they lose.  I could point out a dozen things but it will not matter. And unfortunately it wouldn't make a difference if you switch providers because from what I hear the others can be just as Bad. The only people I know that actually get any kind of quality service are the people that live in new houses where everything running to them is the latest and most current. So the only thing to do, the only thing anyone can do really is keep a running log, a paper trail of how their service runs, how many calls to Rogers they make and techs have come out. Sooner or later it's called Class Action.

I Plan to Stick Around
Posts: 108

Re: Gigabit Speeds

Today I got a call from Rogers asking why I switched then they tried to offer me Gigabit for $30/mth to switch back.

I said sure, once you can offer FTTH and gigabit uploads.
I've Been Here Awhile
Posts: 2

Re: Gigabit Speeds

Low gigabit speeds after firmware rollback

 

So this all started about 3-4 months ago. Anytime before that my speedtests would be anywhere between 925-1075 download and that was on this PC with everything else connected to my modem and on at the same time. Then the modem crashed and I could only get 500 download. I contacted Rogers twitter and they said the crash was a firmware rollback. I told them what happened to my speeds so they sent a tech out. I have had 6 or 7 tech visits(The last one was 2 guys saying they are the last people that get sent to a place to try and fix problems). They have tried adding an amplifier, Swapping modems, they have tested my line inside my apartment and from my apartment to the box on the 3rd floor. All my cables were fine modem specs are fine. One of the techs said the amplifier actually won't do anything so he removed it. After all of those techs came the most I can get now is 300 down. The last 2 that came with a little box that connects to ethernet then connects to their phone on bluetooth. With that box they were able to get 860 down with no problems and said nothing they can do except theres a small fault in my line outside my building.

 

From looking at the tests I got before that firmware rollback obviously my PC can get the gigabit speeds as I was getting them before they rolled it back. The weird part that me and my friend can't understand is if I open 1 fast.com link I only get 300 MBps and even my Ethernet under Task Managers Performance would only hit 300 MBps. If I open 4 fast.com tabs at the same time my then Ethernet under the Performance tab goes up to around 1000 MBps and adding all the results together would get around a gigabit. Has anyone else experienced this problem since a firmware change? I don't see anyway it can be my hardware either because it does the same thing on 2 different PC's only hits 300 then stops and I was able to get the good speedtests before.

Moderator
Moderator
Posts: 733

Re: Gigabit Speeds

Hello @cailerh,

 

I can imagine how frustrating it must be when you are not getting the speeds you are paying for especially when it worked perfectly fine up until a few months ago. =(

 

It sounds like you have done all of the necessary troubleshooting and since you have had so many tech visits, we would like to review the notes on your file before deciding on how to proceed from here. Please send us a Private Message to @CommunityHelps so we can get started on this for you.

 

If you are not familiar with our Private Messaging system please check out our Blog.

 

We look forward to discussing this matter further with you.

 

RogersTony

I Plan to Stick Around
Posts: 8

Re: Gigabit Speeds

Upgraded to Gigabit - No Change In Speed

 

Hello,

 

A couple days ago I upgraded from 500u to gigabit. I kept the same modem, but I have not seen any increase in download speed. I do not have any devices to connect via ethernet, but I am using a MacBook connected to the 5ghz network (and 802.11ac). I called Rogers and first they said there was an issue in my area and they'd update me within 24 hours, then they said there was a problem with the upstream signal levels and would require a technician. Does anyone have any insight as to what the issue could be before I have to schedule time around a tech visit?

 

Here  are the signal levels from the modem:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 669000000 256QAM 0.600 19 40.366
2 849000000 256QAM -2.000 2 38.605
3 855000000 256QAM -2.400 3 38.605
4 861000000 256QAM -2.500 4 38.983
5 579000000 256QAM 0.800 5 40.946
6 585000000 256QAM 0.600 6 40.366
7 591000000 256QAM 0.500 7 40.366
8 597000000 256QAM 0.600 8 40.946
9 603000000 256QAM 0.500 9 40.946
10 609000000 256QAM 0.500 10 40.366
11 615000000 256QAM 0.500 11 40.366
12 621000000 256QAM 0.500 12 40.946
13 633000000 256QAM 1.100 13 40.366
14 639000000 256QAM 1.100 14 40.366
15 645000000 256QAM 0.900 15 40.946
16 651000000 256QAM 0.800 16 40.946
17 657000000 256QAM 0.700 17 40.946
18 663000000 256QAM 0.600 18 40.366
19 303000000 256QAM -0.200 1 40.946
20 675000000 256QAM 0.500 20 40.366
21 681000000 256QAM 0.100 21 40.366
22 687000000 256QAM 0.100 22 40.366
23 693000000 256QAM -0.100 23 40.366
24 699000000 256QAM -0.200 24 38.983
25 705000000 256QAM -0.600 25 38.983
26 711000000 256QAM -0.600 26 38.983
27 717000000 256QAM -0.800 27 38.605
28 723000000 256QAM -0.800 28 38.605
29 825000000 256QAM -1.800 29 38.983
30 831000000 256QAM -2.000 30 38.605
31 837000000 256QAM -1.800 31 38.605
32 843000000 256QAM -1.900 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 0.200001
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 27.250 4 6400000
2 38596000 ATDMA - 64QAM 29.250 6 3200000
3 23700000 ATDMA - 64QAM 27.250 5 6400000

 

Here is a most recent speed test:

 

Screen Shot 2018-10-29 at 7.29.10 AM.png

 

And here is the fibre set up coming into my unit:

 

IMG_4157.JPG

Resident Expert
Resident Expert
Posts: 14,033

Re: Gigabit Speeds

@Datalink is more of an expert on the minute details of wireless cards and what each is capable of.

My guess is you still may maxing out possibly the speed on your wireless.



Moderator
Moderator
Posts: 1,133

Re: Gigabit Speeds

Hello @chrisuz91!

 

Welcome to our Community!

 

We could provide you with some insights and schedule a tech if need be! Please PM us @CommunityHelps so I can further assist. If you're not familiar with our PMing process, you can find instructions here.

 

Once we have you in PM, I'll run some tests and find out what's happening for you.

 

Regards,

RogersCorey

 

 

I Plan to Stick Around
Posts: 8

Re: Gigabit Speeds

Hi there,

 

It looks like I was indeed maxing out the capability of my wireless devices. I got a USB ethernet adapter and ran a few tests and came out with pretty solid results. I guess everything's going great after all! Screen Shot 2018-10-30 at 6.36.40 PM.png

I've Been Around
Posts: 1

Re: Gigabit Speeds

I'm just here for a blunt honest answer from users lol, I live in an apartment (high-rise, apparently wiring was upgraded a few years ago but I don't have any info on what was done aside from a panel/cable box was added outside the building and fibre from Rogers and Bell are running down my street) anyways I had the 100/10 package and wanted to try the Gigabit (which I actually question if my building's wiring can even support that) and big surprise I haven't even come close. - Yes I am using the correct modem

 

I put a ticket in with Rogers because I am only hitting 100/10 one a single device and 150-ish/10 with two devices, apparently there was a problem on Rogers end - I'm guessing cable box related? they said the problem was fixed, well it isn't.

 

Has anyone with a single device even hitting 700Mbps+?. Apparently only 150/10 from Bell is only available in my building as well if that helps give anyone info.

 

I kind of expected there to be problems after all it's Rogers I might just drop to the 500Mbps package which I am hoping I can even achieve that?

I've Been Here Awhile
Posts: 2

Re: Gigabit Speeds

I have had a very similar experience Mitch.  Switched from Bell with gigabit promises from Rogers.  My speed ranges from 143 mbps to 616, with an average of 390.  This is after 3 visits from Rogers techs. With Bell fibe my speed was rock steady.      On top of that we have lost service midday 3 times since September (which is a big problem for my wife and I, as we work from home).    Service went down again last Saturday night...at least that did not interfere with work.      In 18 months with Bell we did not lose our service even once.       I would encourage anyone thinking of switching from Bell to Rogers to THINK TWICE!