@os3rules does that laptop have an ethernet port on it? I was looking for the specs online and the only indication that I found is that it had USB-3.1 and USB Type C connectors on it. I've never seen fast transfer rates on either USB connector type, usually those transfer rates are absolutely abysmal. There must be a way to fix that situation as I've seen a posting recently by someone claiming to have solved the puzzle, without indicating how.
Also fwiw, we continually see issues with Realtek adapters not living up to the performance claims. Don't know what it is about Realtek, but this has been a problem for a few years now, across various adapter types.
Have you ever seen that laptop run somewhere in the neighbourhood of 900 + Mb/s on any other modem or network?
At the present time, the most that you will see from a modem running the gigabit service will be approx 930 to 940 Mb/s down, due to the overhead, and 33 Mb/s up, via ethernet. The modems could probably deliver the same via wifi, but, to test that with a single platform, you would have to have a four antenna router running in Bridge mode with a capable pc behind it, or, a gaming laptop with 4 antenna built into the wifi system. I believe that there's only one laptop on the market with that capability, but, don't quote me on that one. I'd have to go hunting to see if I can find the specs for it.
@os3rules "The laptop in question has a Ethernet port. It is capable of running at gigabyte speeds because it will do so when transferring data over my local network." ..... Ok, thats the answer that I'm looking for. In that case, there's not excuse for slow download rates from the modem.
Can you clarify one point for me. You indicated that you had a CGN3 modem. That doesn't make much sense as the gigabit plan comes with a white Hitron CODA-4582 modem, which is a DOCSIS 3.1 modem. The previous CGNxxxxx versions are all black vertical modems. The exact model is indicated on the product sticker on the back of the modem. Can you have a look at the modem and product sticker to confirm exactly what modem you currently have.
And, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the entire Downstream Overview table, all the way to the bottom right hand corner of the table. For a white CODA-4582 modem, that table looks like the table posted in the following post:
https://communityforums.rogers.com/t5/Internet/Ignite-Internet-Gigabit-Slow-Speeds/m-p/449691#M57623
To copy and paste the table, select or highlight that entire table, right click .... copy. Then, in a new post, right click .... paste. That should paste in the entire table.
Hopefully with more info on the modem model and signal levels as shown in that table, we can start to make some sense out of this.
Do you happen to have a gigabit switch on hand that isn't being used. If so, can you try the following configuration:
Modem ---> ethernet ---> gigabit ---> ethernet ---> laptop
(In Gateway cable switch cable
Mode)
That would isolate the laptop's RealTek adapter from the modem. It would be worth knowing if that has a positive effect as it would indicate that the modem and RealTek adapters don't play well together for some reason. We've run into this situation with D-Link routers.
Edit: What operating system are you running on that gigabit laptop?
Are you one of the customers who were allowed to run 500 Mb/s on a CGN3ACSMR or a CGNM-3552? There was a situation somewhere around late 2016, early 2017 where the Cable Modem Termination System, which the modem connects to, wasn't capable of running gigabit service, or there was a shortage of 4582 modems or both? Don't remember the exact details as its been a while. In those cases, Customer Service Reps should have followed up when the CMTS was updated and arranged for a modem swap, replacing the existing modem for a CODA-4582.
@os3rules all of your DOCSIS 3.0 signal levels are higher than normal. The target level is 0 dBmV across all of those channels. Would you happen to know if you have a signal amplifier installed on the incoming cable from the street or utility pole. If you had a look at that cable, you would either see a powered amplifier connected to that cable, or a passive splitter if you happen to have more than one Rogers service running. In either case, I'd like to know which of those two might be present. If there is a splitter installed, can you determine what port the modem cable is connected to? The ports are marked on the splitter with a -3.5 dB or -7 dB drop for example. That indicates the signal loss thru that splitter port, from splitter input port, to the indicated output port.
When you have time, can you call tech support and ask the Customer Service Rep to run a signal check on the modem. It should pass. Please ask specifically if the OFDM channel parameters are within spec. They would include the signal level, Signal to Noise ratio, and potentially the Bit Error Rate. That data isn't presented in the user interface, but is available to the techs. Also ask the CSR what the modem is provisioned for: 500 Mb/s or 1 Gb/s on the download side.
Also when you have time, have a look at the following Microsoft page regarding the TCP Receive Window Auto-Tuning Level feature in Windows
https://support.microsoft.com/en-ca/help/4494445/tcp-receive-auto-tuning-level-feature-in-windows
This has come up recently with another customer. I found that I had to adjust the Windows Auto Tuning Level to Experimental to get my other desktop running at 900+ Mb/s sec, and I hadn't touched that setting in years prior to this. Have a look at your laptop and desktop settings to see where they're at and consider experimenting with that setting to see if it makes any difference. I wouldn't suspect so, but, you never know. Maybe Windows 10 has some issue that requires users to adjust that setting to regain their previous high data rates.
Are you in a house, condo / apartment / highrise, etc, etc? That can make a difference in what equipment the modem connects to.
Are you running other Rogers services such as Cable TV or a Home Phone?
For long responses, create and edit the response in something like Word, and when it ready to go, start a post and simply copy and paste the text into the post. If you keep a response window open too long, the forum software causes an authentication error when you go to post it, and you lose the entire post. I've had than happen on several occasions. Interestingly, I don't run into that problem with any other forum, just with Roger's Lithium based forum. If you do create a long post in a response or post window, copy the entire post before you post it and dump that to Word or a text editor, then post it. If the post crashes as the entry window has been open for too long, you still have it sitting in the text editor and in the clipboard. You can simply start another response and paste in the clipboard contents. That does work as well.
Edit: Also ask tech support if your background noise level is within spec. The CSR should be able to pull that data up and see if your modem and local tap is within spec.
When you're done with the CSR ask him or her to pass you to a Second Level rep so that you can enquire about the load on the CMTS (If you're in a house) or on the MDU (if you're in an apartment / condo / highrise). The MDU is similar to the CMTS, but, built for high density sites. That CMTS or MDU load will give you some idea of whether or not you should be seeing slow data rates. The second level tech should be able to pull up that data and give you an idea, in %, of what's typical for your CMTS or MDU. I don't know what the criteria is for a node split, but, anywhere above 90 % load on either a CMTS or MDU would probably lead to a node split to reduce the number of customers on the node, and increase the data rates. Hopefully the second level tech can give you that info and combined with what you see for data rates, it might make some sense. Hopefully 1 + 1 = 2 in this case.
