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RogersMoin
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*
@Krombacher35 are you running the CODA-4582 in Gateway mode, connecting directly to it, or running it in Bridge mode with a follow on router?
There are a group of customers who run into slow data rate issues. If you look at the STATUS .... DOCSIS WAN tab, you should see that one of the Downstream OFDM channels is active and that the other isn't. That tells you that the modem is running DOCSIS 3.1. For some reason, that group of customers with DOCSIS 3.1 running see slow data rates. Whether its a noise ingress issue with the OFDM channel, problems with OFDM processing due to any noise or due to other reasons, its causing issues that haven't been resolved yet. So, its too early to know if your in that group, but, I'm bringing it up as it does occur.
Can you navigate to the STATUS.... DOCSIS WAN tab, select or highlight all of the text data within the Downstream and Upstream table, top to bottom, copy it and then paste it into a post. The copy and paste process will paste in the contents of the table and it should end up looking like the table itself. Ignore the data above the Downstream section, as that isn't required. I'm wondering if you have any DOCSIS 3.0 channels running in the 200 to 300 Mhz range, where the DOCSIS 3.1 channel operates. That might provide some info on the possible state of the signal level at those frequencies. The OFDM data within the table isn't displayed correctly as far as I know and can't be relied upon for troubleshooting purposes.
@Krombacher35 can you post the whole table, from the top line of the top Downstream section all the way down to the bottom of the Upstream OFDMA section at the bottom?
@Krombacher35, can you delete everything above the Downstream Overview. That info is modem specific and for your own security shouldn't be available to view in an open forum such as this.
Your DOCSIS 3.0 signal levels are all high, still within spec, but higher than normal. The signal to noise ratios, or, MERs are all fine. The upstream DOCSIS 3.0 levels are about where I would expect them to be for a modem running DOCSIS 3.1 on the downstream side. So, the DOCSIS 3.0 levels above are interesting, but, since the modem is running DOCSIS 3.1 on the downstream, the only thing one can surmise is that the downstream levels are higher than normal. The problem is that there isn't enough info for the lower 200 to 500 Mhz range. The signal levels within any range of that amount can vary widely. The one DOCSIS 3.0 channel sitting at 303 Mhz is also higher than normal, so, my assumption is that the OFDM channel, which runs in that range would also be higher than normal. That should be a good thing as the resulting signal to noise ratios in the OFDM band should be acceptable, but, thats an assumption. Perhaps tech support could indicate if that OFDM band is healthy. So, I'm going to have to think about this, but, on the surface, the signal levels looks like they shouldn't pose a problem. So, the next question is, whats the problem between the modem and CMTS that is causing your data rates to drop so significantly?
A 40 dB signal to noise ratio, which really isn't a signal to noise ratio, is the highest that you will see with this modem. Basically its indicating that there isn't much error, if any, in the final received signals, in terms of where they are supposed to be, and where they actually are. So, the DOCSIS 3.0 side of the signal levels looks fine. The problem is the DOCSIS 3.1 side of the house. Remember what I said originally, that there are a minority of customers who run into slow data rate issues with DOCSIS 3.1 running. Unfortunately, your modem seems to be in that category, and I have no reasonable explanation to offer at this point in time. To say that this situation is aggravating is an understatement. This is where we might need the services of @RogersBob or @RogersSyd to resolve the issue.
Are you in an apartment be any chance? High downstream levels like yours are typical for apartment/condo/highrise customers as those buildings use Multiple Dwelling Units (MDUs) to provide data distribution instead of a CMTS that is used for residential neighborhoods.
Rogers, Look at what I am getting for my 1GB download speed!
So far 3 tickets opened, no improvement. Every time, support follow the same set of instructions for troubleshooting. No improvement yet.
Hello @kmuthuk,
Welcome the Rogers Community Forums 
!
I can certainly understand your frustration. I'd be just as upset if I was receiving similar speeds an a gigabit plan. If you can provide a bit more info so we can better assess your situation.
Are your speed tests done through a wired or wireless connection? Is there a router connected to our modem? What, if any troubleshooting steps have you taken so far? Also, can you log into the modem and go to the DOCSIS WAN page and post the signal levels. We want to ensure they're within spec.
I'll tag in a few of our Resident Experts as well, for further input! @Datalink @gp-se @Gdkitty.
Cheers,
RogersCilio
Good afternoon @bmoretton!
Welcome to our Community!
I know you subscribed to Gigabit to get the highest speeds possible so please let me work with you towards a resolution. We may have just had a tech out but I'd like to run some additional tests to see if there are any lingering issues that our tech may have overlooked.
Please PM us @CommunityHelps for further assistance. You can find instructions on how to PM us here.
Regards,
RogersCorey
Hello @Raps_in_4,
I know how frustrating it must be paying for Gigabit speeds and only getting a fraction of that all due to a simple modem swap.
Usually, signal issues can wreak havoc on a Gigabit connection, the signal really needs to be within a very specific range to achieve those speeds. We would like to run some tests on our end and monitor this for you to see what could be going on. Please send us a Private Message @CommunityHelps so we can pull up your info and get started on this for you. For more information on our Private Messaging system please click here.
We look forward to hearing from you!
RogersZia
@Stocovick there's a few possibilities here. First is a potential issue connecting with the Play Store, second is a possible issue connecting via the Chromecast Ultra. Third is the usual wifi channel issues to contend with. Lastly, there is a possible issue with the modem's signal levels and signal to noise ratios.
The first and second possibilities are engineering issues that would require engineering support. Neither I, nor tech support can help with those, if they are the problem at hand. If you're connecting via wifi with the Chtomecast Ultra, can you have a look at the following post regarding wifi settings and monitoring your wifi environment to determine the best operating channels:
http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/399949#M47222
Depending on the distance from the modem to the Chromecast, and upon what you see on the Acrylic and/or inSSIDer data display as indicated in that post, the best solution might be to move the modem closer to the Chromecast or connect with it via ethernet, if that is possible.
For the modem's signal levels and signal to noise ratios, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the entire Downstream and Upstream table and paste that into a post. The copy and paste process will paste in the text contents of the table. Ignore the data that sits above the Downstream table as that is specific to the modem and shouldn't be posted in an open forum.
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