Fwiw, I think @Gdkitty and I have a reasonable track record of resolving most of the issues that come up here, even if we're only volunteers. As a volunteer, we're not bound by any script,so we go wherever a problem takes us, and that can go in numerous directions. We can take the time to check things that aren't included in the script, and in many cases, we do know much more than the tech support staff does. So, keep the faith. Having said that, sometimes we can come up against a problem that does require further tech support and possibly maintenance staff to resolve. That requires patience, and persistence. Fwiw, the max rates that I see with a CGNM-3552 is 940 Mb/s down, 48 up, but the typically during the day I'll see about 850 Mb/s down 25 to 35 Mb/s up.
With that, a couple of questions.
1. Are you connected directly to the modem or through a router?
2. If you do use a router, do you have any rate limiting settings enacted that you would have used on a previous internet service, and that now would limit the your internet download and upload rates?
3. Do you have any other services with Rogers, cable TV, Home Phone, Home Security?
4. When you were talking with tech support did you ask specifically if the modem had been provisioned for 1 Gb/s down 50 Mb/s up. Looking at your numbers, I wonder if the provisioning is only for 500/10 or something equally strange.
I would call tech support back, and query the tech specifically on the provisioning. If the tech indicated that it is 1 Gb/s down 50 Mb/s up, ask him or her to reprovision the modem again, with the same parameters, or, deliberately change it to something like 200/20 and then back to 1 Gb/s / 50 Mb/s. For each step, that change should be instantaneous, and you should be able to test that while your still online with the tech so that you can confirm the change. I would check that with a direct connection to the modem, without a router in place.
Note that there is always the chance of some issue with the modem. That's pretty rare from what we see on the forum, but, don't discount the possibility.
If you have a Chromecast device, follow the instructions in my previous post to request 18.104.22.168. That request goes to the mods and the other staff involved in pushing out the newer updates to the modems. Tech Support does not get involved in this at all and probably won't know what you're talking about if you ask them.
Edit: Requesting the update also places your modem on the trials update list so that your modem will be updated with the newest trials firmware when it becomes available. The next iteration firmware should address the latency issue of the Puma 6 modems (including Hitron modems) which is seen in North America and Europe. Rogers is well ahead of every other ISP and modem manufacturing company on this one.
@Gdkitty yes I understand its intent, and as they are local, and not of real life benchmarks, they are typically not used. Rogers advertises their service as X Mbps , not X Mbps on Rogers services only. Implying, that if I were to hit up other large corporations, I should expect to see the approximate advertised speeds.
i.e. Downloading drivers from Nvidia, AMD, Intel, or Windows Images from MS should yield approximately the same result, not a difference of 100-200%!!
If the intent is to weed out any local issues, I understand, but that does not always appear to be the case and thats why I don't rely on the inflated Rogers "speedtest", designed to show a speed I am not getting.
It's meant to be a tool of troubleshooting, not actually speedtest. Just like I indicated that my network/router/cables allow me to transfer between each other at 115MB/s (close to a gigabit speed). So I know the issue isnt my local hardware cables...
Any other insight?
@Datalink I am connected through a router (R7000), latest firmware. No limiting things were put in like QoS or anything...
But I just took a laptop down and plugged it directly into the modem and got Rogers speedtest showing 450Mbps, and Speedtest.net showing 115Mbps.
Came back to my room and ran the speedtest on my normal PC, and same result... so it doesnt appear the router is limiting the speeds at all.
Called techsupport as you said, 25 min wait...
@negativefusion, note that Netgear devices apparently filter IVP6 ICMP, so, there is a possibility for that to be a factor here. Is there an IPV6 enable / disable checkbox in the R7000 user interface. If so, I would disable IPV6 in the router, reboot the router and reboot any connected devices. When that is all complete, run another speedtest using the speedtest.net Tornto Telus or Beanfield server. Fwiw, I always found the Rogers speedtest to run slower than the speedtest Toronto Telus or Beanfield servers.
I run Windows 10 and notice that merely plugging in a pc from a router to the modem doesn't necessarily result in the correct IP address for the device. An ipconfig/release.... ipconfig/renew might be required or ,possibly a full reboot for the pc or laptop. Fwiw .....
I am sorry if you took it that i meant your speed right now is ok.
(well, other than its pretty close, IF as mentioned your only at the 500/X provisioning right now)
But for the outside... while a BIG place like AMD, microsoft, etc.. would i expect to get pretty high speeds from them?
But I would never expect gigabit directly from them. A couple of hundred, maybe, max.
Why? We have to remember, that for us to download from someone, that place has to be able to UPLOAD to us at those speeds. Serving potentially everyone at gigabit speeds? That would be an insane amount of bandwidth at one time, even for someone that size.
Even on my 100mbps service, i have rarely come even close to maxing out from a single source. Torrent though? I have 🙂
Gigabit service.. in a general read world scenario, for one person from one source, it not going to be super helpful. I think overall, would do well in a many user location. Allowing enough bandwidth for multiple people to pull a couple hundred potentaily each.
@Gdkitty - Yeah no, I get it... there are some sources that should be able to max it (torrent, usenet, or downloading from multiple at the same time, or running 3-4 speed tests at the same time lol)... but that's not the case. It's mostly the upload that concerns me though, 6-7mbit up, when I used to be able to get 20 from Bell... 😐
Called tech support... 30 min later, got through. Asked about provisioning... said: "I am provisioned for 1250/57, but I should expect 1000/50". Asked him to change me to "200/20" and he said "there will be a charge on your next bill" ?? I said its only temporary and there's a downgrade, and I am just testing this.... and he said it counts as a package change?? Long story short, I didn't proceed with the "temporary" reprovision of 200/20, cause I don't want my next bill to be messed up along with the service. Useless.
Connected the laptop downstairs directly to modem, ipconfig /release and renew. Same results as mentioned. Which removes router from equation.
Came back to see your 2nd msg about "Toronto Telus" and "Toronto beanfield"
Toronto Beanfield: 457mbit down, 4mbit up.
Toronto Telus: 682mbit down (highest I've seen), 7mbit up
Also checked the 2 threads you gave me about the R7000 ipv6 thing, don't really understand how it affects my speeds, especially since I was getting more than 7mbit up with Bell? But the "marked solution" on the thread is basically: "Return your R7000 router, and get a new router"... basically netgear has not fixed this issue since 2013.
Checked my router settings, and found the "ipv6" setting under Advanced and the default view shows: "Internet Connection Type: Disabled" (options being: tunnel, passthrough, ppoe, dhcp, etc)...
Going to: http://ipv6-test.com/ shows ipv6 conectivity as not supported.
45min after i hung up actually, my net crashed... and now im stuck on 100mbps capped (7mbit up) across all speed tests, across all comps... . ? is this normal rogers practice to disconnect net and mess with stuff? 😐
Nope, but I would take that as a sign that the ticket that the tech support CSR created is being worked on.
Are you a former TPIA or Bell customer, where either of those used cable for the internet service? I'm just wondering about the possibility of some type of rate limiting device on the cable system that the tech missed when he was setting up your service.
Are you in a house or apartment/condo/highrise type of building? Just wondering as that can make a difference as to what equipment the modem is connected to.
Do you have any other Rogers services running, beyond the internet service?
I trying to put 2 and 2 together to make 4. There's something basic going on here that I'm not seeing for some reason. The next steps are to check the upstream with pingplotter to see if there are any indications of packet loss to the CMTS and to swap out the modem.