Ignite Internet Gigabit - Slow Speeds

[m3rked]

i haven't been able to speed test higher than 500mbps with a wired connection, I am on a gigabit connection.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	4.200	7	38.983
2	855000000	256QAM	0.600	3	38.605
3	861000000	256QAM	1.000	4	38.605
4	579000000	256QAM	4.600	5	38.983
5	585000000	256QAM	4.900	6	38.605
6	849000000	256QAM	0.300	2	38.983
7	597000000	256QAM	3.600	8	40.366
8	603000000	256QAM	3.800	9	38.605
9	609000000	256QAM	3.300	10	38.983
10	615000000	256QAM	3.500	11	38.983
11	621000000	256QAM	3.400	12	38.983
12	633000000	256QAM	3.700	13	38.605
13	639000000	256QAM	3.100	14	38.983
14	645000000	256QAM	3.100	15	38.983
15	651000000	256QAM	2.700	16	38.605
16	657000000	256QAM	2.200	17	38.605
17	663000000	256QAM	2.200	18	38.983
18	669000000	256QAM	2.900	19	38.983
19	675000000	256QAM	3.200	20	38.983
20	681000000	256QAM	3.400	21	38.983
21	687000000	256QAM	4.300	22	38.983
22	693000000	256QAM	3.600	23	38.983
23	699000000	256QAM	4.500	24	38.983
24	705000000	256QAM	3.700	25	38.983
25	711000000	256QAM	4.000	26	38.983
26	717000000	256QAM	3.500	27	38.983
27	723000000	256QAM	3.100	28	38.983
28	825000000	256QAM	1.700	29	38.605
29	831000000	256QAM	0.800	30	38.983
30	837000000	256QAM	0.500	31	38.605
31	843000000	256QAM	0.100	32	38.605
32	279000000	256QAM	-0.300	1	37.356

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	1.500000
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25300000	ATDMA - 64QAM	39.250	6	3200000
2	36996000	ATDMA - 64QAM	35.250	8	6400000
3	22100000	ATDMA - 64QAM	38.000	5	3200000
4	30596000	ATDMA - 64QAM	35.250	7	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

*Added Labels*

[Keepps65]

Update: Just checked my kid's PC, autotune was also set to "disabled" and she didn't have Private Internet Access installed (nor anything else network-related).  So it looks like it's Windows.

[os3rules]

Well, I just spent about 2 hours with a very nice service tech from Rogers. 

We first did a few speed tests to establish a baseline with my laptop directly connected to the router and everything else unplugged.  I managed about 400 up and over 30 down.  My cell phone still manages about 500 as well.

He then fiddled with his tester and decided to check the outside connection.  When he returned, he said that the connector was “not perfect” and had replaced it.  This had no measurable effect on my network speeds.

Then he decided that it was time to try a different modem.  Out with the old and in with the new.  Again, there was no measurable effect.

After a bit more fiddling and such, he decided to check the outside “tap”, which I assume to be the neighborhood breakout box.  He took the modem with him and connected it directly to the tap to measure the speed there.  The result was about 480 – 500 meg download speed.

I guess that this is bad because he said there was nothing further that he could do and that he has to go to the next level of support – presumably the “tap” is not working correctly and that is the cause of the slow speeds.  It looks like the problem is not with anything in my house, but with the external network.

He also said that there is little chance that anything would be done because,” I was the only customer that reported a slow speed problem”.  (Understand that I am in a retirement community and most of the people here are seniors and don’t know which end of a laptop is up.)

When all is said and done, my download speed, new modem and all, is  349.95 down, which is a small improvement, but only about 1/3 of what I should be getting. 

I’ve just about run out of ideas (and hope).

[Datalink]

@os3rules  call tech support and review the field techs notes which should be on file.  Ask the csr when the tap replacement will be done.  If you have underground cabling and a local pedestal where the tap is located then its replacement is very easy.  It's a little more difficult if the tap is on a utility pole.  Keep pushing tech support as it's been shown that the problem is at the tap or maybe even beyond in which case multiple taps and customers will be affected

If a work order hasn't been generated already, have the csr generate one and get the work order number so that you can call in for an update and refer to that number.

Fwiw I'd change the windows receive window to experimental, reboot the pc or laptop and run another round of  speedtests.  What are you using for speed test sites?  I recommend the speedtest.net Toronto or Montreal Rogers servers whichever is closer.

Just to note, I'm on the road trying to post thru a slow Bell dsl service, grrrrrr.  Would have responded sooner but ran into technical difficulties, double grrrrrr.

Call customer service and indicate that you're looking for a rebate due to the reduced data rates that you've been dealing with, and that you want a reduced rate going forward until your data rates are where they should be.  The field tech report should be visible to the customer service rep, which should help in negotiating a rebate or credit and reduced rate going forward. 

[Datalink]

@Keepps65 yes, it looks like windows 10 is nuking the receive window setting.

[os3rules]

I waited a few days then I took your advice and called Rogers back to see what they were going to do about the tap and the line speed.  It seems that the tech who was here on Oct 21st only reported that he "replaced the defective modem and everything was OK" - nothing about the speed issue, nothing about the tap.

So - they decided to send out another tech.  He must have been in the neighborhood because he arrived about 1 hour later. 

After hearing the entire story from me and checking that I was getting about 450-500 meg download speed on my laptop (directly connected to the modem without anything else etc, etc.), he simply asked me, "why do I want such speed anyhow, I mean, do you have something that needs it?"  I feel that it is like buying a car that is advertised to go 100 mph and you take it on the highway and it only goes 40 at best. 

I asked him about the tap but he never checked (or even seemed interested).  He didn't know how the previous tech had checked the speed at the tap either.  He also said that he was not empowered to write a work order to fix the tap.

Anyway, after all was said and (nothing) done, he decided that he would call in "second level support" who will be here some time on the weekend (tomorrow I hope).

Anyhow, just FYI: today's download speed is 315.64 and the average speed for all of October was 324.15 meg.

I will update after I hear from the next support tech.....

[Datalink]

@os3rules ok, next stop is @CommunityHelps  (the moderators).  If you don't get any reasonable response from the next tech, contact @CommunityHelps by following that link.  Use the link to "Send this user a private message" which is further down the page.  That will take you to a message composition page, already addressed.  Just have to add the title (subject) and details.  Include your account details.  Get the responding moderator to arrange a visit with a Senior Tech or possibly to call in the maintenance crew.  I'd say by now your into the maintenance crew level....

Did you call Customer Service looking for a rebate or credit for poor internet service and a reduced rate going forward until this is finally resolved?

[os3rules]

I haven't called Customer Serive (yet) but I plan to if this cannot be resolved by the next level support. 

I wonder if I am getting 33% of the speed, should I only pay 33% of the price?

We will cross that bridge when we got to it.

[Datalink]

That would be my argument.  And, if this has been going on for a while, that rebate or credit should apply for the length of time that you've been experiencing slow data rates.  

One key point here, if this issue is beyond the local tap, then other customers are also experiencing this issue.  It shouldn't be that hard to track down the location or system equipment that is causing this, but, it looks like you're going to have to keep pushing to see this through.  

If you end up chatting with the moderators, watch for a number overlaying your avatar at the top right hand corner of the page when you're logged into the forum.  Follow the avatar, which also serves as a link to your personal page and mailbox.  Follow the links down to the inbox to see the moderators response.  

That message system can be used to contact anyone in the forum.  Just have to click on their name when you're logged into the forum and follow the same procedure to send a message.  

[os3rules]

Yesterday (Sunday), a service tech arrived who I believe was a Senior or what you could call a “level 2”.

I had just done some speed tests from my laptop while connected to the modem – results were typical, around 300-350 M download.

When he hooked his modem up to the cable, used his Ethernet cable, and his laptop, I had to smile inwardly.  His result was 178 M download.  Obviously there was a problem.

He checked the pole outside the house and he spent a long time testing the “tap” (at least he knew how, unlike the last service tech).   The final result was that he could only manage 600 M download at best at the tap.

After doing some fiddling around – he removed ALL the attenuators from my line (including the ones at the post that I was unaware of), I managed to get download speeds of a little better than 300 M regularly – one test peaked at 360.

He said that Rogers is aware that there is a problem locally, mostly due to old infrastructure and congestion (high traffic) – usually in the evenings when everyone is watching their cable TV.  He also said that because of the old underground cables I am actually getting some degraded signal over my line, but this should not affect my speed very much.  He also explained that Rogers is unlikely to do any updates to the infrastructure.  (He is actually a contractor so I’m not 100% sue he knows what Rogers is rally up to).

As a result of this he suggested that I switch to a slower plan – the 500 M speed.  He then corrected himself because “that plan is being phased out “.  

I’m at an impasse here because I would like to have the 1 Gig speed (that I am paying for), but if the infrastructure can only support 300-500 Meg then what is the use? 

The 360 M download speed is the best I’ve had since June 24th when I hit 394.70 M.

[Gdkitty]

He may only know if stuff is going on in the area if its scheduled already..  but probably wouldnt know of future stuff.

My boss's place, which is in a pretty smaller town north of newmarket, they are upgrading a lot of the streets infrastructure.  

This may be what would be needed for your area, if thats the issue.


Where I am, I am on 500, but can pull 560+ regularly with it without issues on wired.

[os3rules]

The tech told me that I should go for a "slower" plan, say 500 Meg, but that plan is no longer offered.  Since my speed is only 300-350 meg I may have to opt for the 300 Meg plan and live with the reduced upload speed.

I think that the problem here is that Rogers won't bear the cost of any infrastructure upgrades without some sharing of the cost by the community (I live in a gated community).  I don't think that is likely to happen no matter what the speed issues are.

[RogersAndy]

Hey @os3rules!

Sorry to hear you're having issues reaching the desired speeds on your home network! I can appreciate for sure wanting to see the speeds up to Gigabit provided when you have the plan. I'd be happy to assist in identifying what's going on for you. There's a reason behind the speeds you're seeing but I can assure you it's not infrastructure related. Speeds up to Gigabit are available across our entire footprint.

Are you able to complete a specific speed test for me? It would require running it at speedtest.net with two different gigabit capable devices that are wired to your modem. Alternatively the second device can be connected to your 5G wireless network, assuming it's nearby the modem/within the same room. The speed tests must be run at the same time though and not in succession. Once you have the results share them with us here, this will let us know if there's more speed on the network than your device is pulling. Once we have that, we'll have a clear direction for assistance.

@RogersAndy 

[os3rules]

Hi RogersAndy,

This is something of an odd test (I think) and a little difficult to pull off, but I did.

The results are (for what it means):

Computer a (by itself) - 303.33 down

Computer b (by itself) - 262.03 down

Computer a (simultaneous) - 265.88 down

Computer b (simultaneous) - 344.25 down

Both computers connected to the same gigabit switch with Cat6 cable.  Both running Firefox 70.0.1 (x64).  Both running Windows 10 Pro x64.

All the above speeds are in line with the speed tests I have run in the past.  As I have noted in the past, my 5G Samsung G8 phone reaches speeds of 500 Meg download when in close proximity to the modem.

[57]

@os3rules : What this appears to show is that the limit to the download speed may be the laptop (or sometimes the source).  As you can see from the second (simultaneous) test, you are able to download at 610 mbps (266 + 344).  

Have you tried an actual download of a large file (or two at the same time) instead of a Speedtest site?  Have you tried the Rogers Speedtest site?  Have you tried the following website:

http://www.dslreports.com/speedtest#

https://www.rogers.com/customer/support/article/internet-speedtest

I'm not an expert on these matters so someone else should be along shortly to help diagnose further.

[os3rules]

Hi 57:

I'm confident that the problem does not lie with my computers.

1) I have seen speeds as high as 900+ M in the past (on a single computer),

2) Each tech that has been here has experienced the exact same problem on their equipment

3) I have used just about every speed test out there and I get the same results, including Rogers own

4) I have downloaded large files online (gigabyte +) with the same result (35 M Bytes = 280 M bits speed)

As described, 2 techs have been here and testing the modem at the tap has shown, using their own devices, only 500ish download speeds. 

[57]

What is so strange is that you can get 500ish with your phone on WiFi and only half that on each computer.

What happens if you have three download/test simultaneously?  I have heard that sometimes certain Windows settings can hamper download speeds, but I run a Mac and I'm not an expert in this field, as mentioned previously.

I can certainly understand why you would think that the issue lies in the connection in/to your neighbourhood, but if you can consistently get downloads above 500, using multiple devices, wouldn't that point to some sort of issue with the devices (modem/router, cables).  When/how were you getting 900 download previously?  Have you "upgraded" the OS since that time?

[os3rules]

Hi:

I have updated my OS since I was getting the 900 M speeds - I went from Windows 7 Ultimate x64 to Windows 10 Pro x64.  My average speed for the month prior to the change was 366 M.  The average speed for the month after the change was 354.08 M.  This was in June / July of this year.  I have not gotten speeds over 900 M since November 2018.

Just for fun, and since I can, I ran 4 simultaneous speed tests on my 3 desktop and 1 laptop computers (all of which are capable of gigabit speeds). They are all Windows 10 Pro x64 but have somewhat different processing capabilities (mix of AMD and Intel processors).  All cables are Cat6 and most are new. 

Running 4 concurrent speed tests I was consistently getting well over 1,200 M combined download speeds.  Some approached 1,400 M.  However, no single machine was able to exceed 390 M (best speed was 382.32 M).  Ever! The slowest combined speed was well over 750 M.  The AVERAGE combined speed was over 1,100 M.

I don't think these are reliable results.

I do not get speeds over 500 M - not for over 12 year now.  I consistently and constantly get speeds of 300-350 M on any individual computer no mater when the test is made.  Even the techs, using their own equipment can't get any better results.

Because my WiFi speed is greater than the wired download speed, should I switch my desktop to use the wireless?  That speed is only possible when I am a matter of feet away from the modem.

As for the Windows settings - I have tweeked just about everything as suggested by this an other forums.  I fail to understand why 4 different (mine) and 2 additional (the tech's) computers all have virtually the same results.

[57]

---

@os3rules wrote:

Running 4 concurrent speed tests I was consistently getting well over 1,200 M combined download speeds.  Some approached 1,400 M.  However, no single machine was able to exceed 390 M (best speed was 382.32 M).  Ever! The slowest combined speed was well over 750 M.  The AVERAGE combined speed was over 1,100 M.  I don't think these are reliable results.

---

Speed test websites are notoriously inaccurate. You shouldn't be able to have 1200-1400.  The only way to tell for sure is to download large files from a server and calculate the download speed based on the time taken (or perhaps an indicator during download).  

I hope someone comes along who can help you with your single machine speed, although, there are very few websites where this would make any difference because very few are up to gigabit speeds. That's why it's usually not worth paying for higher speeds unless there is a particular need for a business, etc.

[SpencerW]

I started out with Rogers 150 package, then upgraded to the 500 package and now have the ignite 1Gigabit package, I have never been more disappointed with a service until now, ever since I upgraded the internet has been slow, the cable TV runs off the wifi signal and it has not worked properly at all since I upgraded, I call tech support and they “fix the problem” but it’s never really been fixed, I have had multiple technicians on site and the problem still doesn’t get better, I called in Oct 17 to change my address and cable package (upgrade to a better cable package) since then “something went wrong with the address switch” so now my account is completely locked, I can’t change my cable package, I still don’t have reliable internet or TV, I am only getting 150mbs which is no where near the 1Gigabit that I am paying for, it is now November 8th and this issue is still not resolved, the speed and TV issue have been going on since August, I don’t know about any one else but I personally find this completely unacceptable and at this point I would not recommend Rogers to any one who is thinking about making the switch, I personally am ready to switch to anything but Rogers at this point I am so fed up

[SpencerW]

I had a Rogers tech at my house 2 days ago and they did a speed test and only got 150mbps on what ever software they use

[Datalink]

@SpencerW did the tech indicate that he or she was going to raise a ticket with a senior tech or the maintenance crew?  What were his or her plans to address the situation?  Those notes should be on file, so, if you call tech support you should be able to find out what the next step is.  If you do that, you should ask if another ticket has been raised and if so, is that ticket still open, or has it been closed with providing an resolution to the problem?  If the ticket is still open, where is that ticket sitting in the que, and if its been closed, then another ticket should be raised.  In either case, obtain the ticket number so that you can call tech support and refer to that ticket number, looking for an update. 

Are you measuring those low data rates via ethernet, or wifi?  Any speedtest to confirm that the modem is delivering the intended internet plan data rates should be conducted via ethernet.