Ignite Internet Gigabit - Slow Speeds

[TomSawyer10]

I'm sorry if I'm hijacking this post. Let me know if I should create another post instead. 

Anyways, recently, as of the last 3 days, my gigabit internet has been very slow. On my phone over wifi (which I understand isn't the best for speed tests), I've seen speeds of 5 mbps, when in the past I've seen over 100 mbps. When I connect via Ethernet to my laptop, I am seeing speeds of around 100 mbps down (I normally get 6-800, sometimes more), but I still get my normal 30 mbps up. I have restarted both devices, as well as my router and modem, and have not seen any improvements. This problem occurs even very late at night, so I doubt it would be a node issue (but I don't know a ton about networking, so I guess it could be). Looking at my DOCSIS values, both my signal strength and signal to noise ratios look fine, however I do notice that only one OFDM Downstream channel is active. Also, both OFDMA channels seem to be inactive. I'm unsure whether this is normal or not.

Here is a post of my DOCSIS values:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	QAM256	-2.799	10	37.355
2	591000000	QAM256	0.299	7	38.605
3	597000000	QAM256	-0.799	8	38.983
4	849000000	QAM256	-3.900	2	37.355
5	855000000	QAM256	-3.599	3	37.355
6	861000000	QAM256	-3.900	4	37.636
7	579000000	QAM256	0.599	5	38.983
8	585000000	QAM256	0.500	6	38.983
9	603000000	QAM256	-1.299	9	38.605
10	303000000	QAM256	-1.200	1	38.983
11	615000000	QAM256	-4.299	11	37.355
12	621000000	QAM256	-5.000	12	37.355
13	633000000	QAM256	-2.599	13	37.355
14	639000000	QAM256	-1.500	14	37.636
15	645000000	QAM256	-0.299	15	38.605
16	651000000	QAM256	0.200	16	38.605
17	657000000	QAM256	0.799	17	38.983
18	663000000	QAM256	1.099	18	38.983
19	669000000	QAM256	1.200	19	38.605
20	675000000	QAM256	1.599	20	38.983
21	681000000	QAM256	2.000	21	40.366
22	687000000	QAM256	1.799	22	38.983
23	693000000	QAM256	2.000	23	38.983
24	699000000	QAM256	1.400	24	38.983
25	705000000	QAM256	1.500	25	38.605
26	711000000	QAM256	1.299	26	38.983
27	717000000	QAM256	0.700	27	38.983
28	723000000	QAM256	0.299	28	38.605
29	825000000	QAM256	-3.000	29	37.636
30	831000000	QAM256	-3.400	30	37.636
31	837000000	QAM256	-3.299	31	37.636
32	843000000	QAM256	-3.900	32	37.355

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	290600000	YES	YES	YES	0.200001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	64QAM	43.270	4	6400000
2	22100000	64QAM	41.010	1	3200000
3	30596000	64QAM	43.020	3	6400000
4	25300000	64QAM	42.010	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[Cepheus74]

What speeds are you getting when you plug a device directly into the modem?

[TomSawyer10]

Around 100 mbps on ethernet. I normally get 6-800+.

[TomSawyer10]

Nevermind, I just did another test and everything seems to be working again. I just got 840 mbps via ethernet and 590 on my phone via wifi. It's so weird that it just fixed itself when it has been having issues for the past 3 days

[TomSawyer10]

Actually, it appears the issue has reappeared. I’m not sure what is happening.

[Datalink]

@TomSawyer10  what data rates are you seeing via ethernet and wifi, and, can you repost the signal levels as you have already done above? 

[TomSawyer10]

I just did a speedtest on my phone and laptop (via wifi and ethernet) and I got speeds of 37 mbps and 780 mbps, respectively. Before, I was seeing speeds of 5 and 100. I don't really know what is happening. It appears the signal is unstable. The internet might be good for an hour or two and then it gets super slow.

Above, I had a post of when the internet was bad, here is a post of the internet while it's good:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	QAM256	-3.500	10	37.355
2	591000000	QAM256	0.000	7	38.983
3	597000000	QAM256	-1.200	8	38.605
4	849000000	QAM256	-3.900	2	37.355
5	855000000	QAM256	-3.700	3	37.355
6	861000000	QAM256	-3.900	4	37.636
7	579000000	QAM256	0.500	5	38.605
8	585000000	QAM256	0.400	6	38.605
9	603000000	QAM256	-1.900	9	37.636
10	303000000	QAM256	-1.099	1	38.983
11	615000000	QAM256	-4.799	11	37.355
12	621000000	QAM256	-4.599	12	37.636
13	633000000	QAM256	-1.900	13	37.636
14	639000000	QAM256	-1.000	14	38.605
15	645000000	QAM256	0.000	15	38.605
16	651000000	QAM256	0.400	16	38.605
17	657000000	QAM256	1.000	17	38.983
18	663000000	QAM256	1.200	18	38.983
19	669000000	QAM256	1.299	19	38.983
20	675000000	QAM256	1.700	20	38.605
21	681000000	QAM256	2.200	21	40.366
22	687000000	QAM256	1.799	22	38.983
23	693000000	QAM256	2.099	23	38.983
24	699000000	QAM256	1.500	24	38.983
25	705000000	QAM256	1.599	25	38.983
26	711000000	QAM256	1.299	26	38.983
27	717000000	QAM256	0.700	27	38.605
28	723000000	QAM256	0.400	28	38.983
29	825000000	QAM256	-3.000	29	37.355
30	831000000	QAM256	-3.400	30	37.636
31	837000000	QAM256	-3.200	31	37.636
32	843000000	QAM256	-3.900	32	37.355

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	290600000	YES	YES	YES	0.299999

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	64QAM	43.270	4	6400000
2	22100000	64QAM	41.010	1	3200000
3	30596000	64QAM	43.020	3	6400000
4	25300000	64QAM	42.010	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[OrokuSaki]

Hello !~

My name is Christian. I signed up with rogers in March.  for the Ignite tv internet bundle 1 Gbps.

worked amazingly like I mean google server on steroids fast.  then 2.5 weeks later it  just crashed. so badly. it was intermittent and the fastest speedtest I would run got back in between 120 mbps to 340 max. 

I called to get help and within their hours had someone come over and they swapped the modem out 😛 

again still broken and not working. 

after many calls and being on hold I finally got someone who understood after a few speed tests that this was not my issue and they needed to send an 'Experienced" tech. because apparently they have different levels of service provided to you when something is wrong....  the day they were supposed to show up. COVID hits hard and all personnel are not allowed to come fix my problem.  

I understand that completely. I call them to resolve this and there is nothing they can do. this persists with being on hold for 4 hrs about once a week for 6 months. and giving up after a hundred transfers and people who are trying to but unfortunately cannot speak English very well.  and are transferring me all over the matrix to someone who tells me they cannot help me. 

not my internet was semi working. when it wanted to, I don't blame rogers but I haven't been able to get help so I cancelled my services after they suspended it for no payment today.

I flat out told them to fix it or cancel it because I was not going to pay for a broken service. This I explained to them in April. now it's October and my problem is still the same. 

Now they are not completely heartless in this. I talked to billing explained everything and told them I was willing to make payments for what I received from them. I would not mind paying for the 150 mbs ignite bundle and not the 1Gbps ignite bundle.

to my amazement its pretty much the same price. they made an adjustment of 150 $ for a service I did not get for 7 months.

now I have no help no internet and am going to a new service provider. mostly because Rogers let me down. 

and the joy of being ripped off and charged for something I did not get. lovely. 

hopefully someone can enable google reviews so people can see how highway robbery works.

[RogersTony]

Hello, @OrokuSaki

Welcome to the Rogers CommunityForums.

We're really disappointed to hear about your experience with your Internet services. I can see how frustrating it was not being able to get the speeds you were paying for.

We'd hate to lose you as a customer over this matter. If you are willing we'd like to take a look at this for you. Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, click here.

If you have already cancelled your service due to this issue then we'd like to thank you for your business and apologize for any inconvenience caused by the slow speeds.

RogersTony

[os3rules]

Hi Christian,

I have been having the EXACT same problem.  When first installed I was amazed at the speeds - up to 960 MB per sec - for the first few days.  Then - the whole thing when down the toilet.  The lat time I was able to get this kind of spped was November 2018.  Since then the best speed I can get is 350-400 MB on a good day.

I have brought this up with Rogers, both directly and through this forum.  They are perfectly happy to send out a tech (or a "second level" tech) to diagnose and repair the problem. 

They always seem to think that the problem is in my home.  I admit that I have a lot of devices and a larger than average home network, but, when i disconnect everything and connect my laptop directly into the modem I have the exact same problem.  (Conclusion - the home network is not the issue.)  Even when they connect their equipment into the modem they get the same results.

The techs have freely admitted that the infrastructure in my neighborhood is degraded and that is why my speed is so slow.  And that they are unwilling to fix it because it is such a big issue.  Ans "what do I want such fast speeds for anyway?"

Like you, I would be willing to go to a slower tier, but I would then loose the higher upload speed.  And, like you, the price difference is not really the issue.

Rogers should not be trying to sell something they are unable to provide.  Sure - the modem may be able to run at 1 gig speed, but if the rest of the infrastructure can't keep up, then what is the use?  I keep saying it's like they sell you a car that should get 100 miles per gallon and only gets 35 - on a good day.

Unfortunately, in my area there is no other provider than Rogers, so I'm stuck.

And with Rogers now adding additional services on top of the same infrastructure, my speed is just getting worse and worse.  My average download speed in April 2020 was 380.15 - last month (September) it was 343.26