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*

[Datalink]

@m3rked your signal levels look fine, however, not all of the OFDM channel signal data is presented to the user, so that leaves the user in a position of not having enough data to assess the health of the OFDM channel.  Call tech support and as the Customer Service Rep to run a signal check on the modem and ask specifically if the DOCSIS 3.1 OFDM parameters are within spec.  The CSR has to hunt for those as they aren't presented along with the upper DOCSIS 3.0 parameters.  

Your modem is using the DOCSIS 3.1 OFDM channel on the downstream side, so, the question of the day is whether or not the OFDM channel is operating correctly and being processed correctly.  

What is your test platform, desktop or laptop?  

And, how are you connecting to the modem, via ethernet cable, or via gigabit ethernet to (USB 3 or USB Type C) adapter?

[m3rked]

I run the tests on a laptop with a gigabit card using a cat5e cable

[Datalink]

Have you ever seen that laptop run over 500 Mb/s with a previous modem or anywhere else?

[m3rked]

I had 25mbps service before so no I haven't.

[Datalink]

Ok, only thing I can think of, modem wise, is to call tech support and ask the Customer Service Rep to run a signal check and ask specifically if the OFDM channel parameters are within spec.  

Also ask the CSR if the modem is provisioned for gigabit service, not the 500 Mb/s service. 

For the laptop, if you happen to have any friends that own a gaming laptop or perhaps a workstation class laptop, invite the laptop over for a test, the friend is optional.

Or, if you know of anyone who has proven gigabit service running, invite you and your laptop over for a test session.  A bribe usually works in cases such as this.  

In either event, you need to prove that the modem can provide gigabit service, either with someone else's laptop or with your own laptop when you've been able to prove that it will run at data rates over 500 Mb/s.

Fwiw, we had a ultrabook laptop at one point that wouldn't run over 200 Mb/s, wired or wifi.  The problem with laptops is that running high data rates will usually require a gaming laptop or workstation class laptop.  Run of the mill consumer class laptops may or may not cut it when it comes to higher data rates, and, the manufacturers usually won't point this out.  Laptop owners usually determine this on their own, when they subscribe to higher data rates 😞

[m3rked]

@Datalink  I appreciate your help on the matter, I contacted rogers and it according to them their services have issues with ookla based speed tests. When tested using fast.com it shows i am getting full speeds.

[Datalink]

@m3rked try google's fibre speed test just to see what you get for results:  http://speed.googlefiber.net/

[m3rked]

The google fiber speed test will spike up to around 650 then drop in speed to 250

[os3rules]

Speed Question

Hi all.  I have a question regarding how the rogers modem works.

I have the HiTron CGN3 model with Rogers 1 GIG plan.  After talking to Rogers support recently they said that everything is working fine when I have only 335 Meg download on my laptop and 500 Meg download on my phone because the combined speed is as fast as I can expect.

I understand that the combined speed of my devices cannot exceed the 1 Gig of my service, but why is it that my wired Ethernet connection to my laptop is so slow?  If there is no other activity on the line (everything was disconnected and the laptop directly connected to the router), then why is this happening? 

Does this router "split" the bandwidth between wired and wireless connection, even if there is no wireless activity, and vise versa?  Would my laptop run faster with a wireless connection?

Further - if I run the router is bridge mode, would I get the same results? 

Thanks in advance.

[57]

---

@os3rules wrote:

Speed Question

...why is it that my wired Ethernet connection to my laptop is so slow? 

---

What is the make/model of your laptop.  It's possible that its internal hardware is limiting the speed.  What do you get on the laptop via WiFi?

[os3rules]

Hi.  The Laptop is a Lenovo Flex 15 with an i7-4510 CPU, 8 Gig RAM and a Realtek PCIe GBE network card.  I'm sure it is capable of Giga-byte speeds. 

[Datalink]

@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.   (I should clarify that I have worked with computers for over 40 years but networking was never my specialty).

Unfortunately, my laptop only runs wireless G so I don't get the full speed that the wifi could be providing.

I have, in addition to the laptop, 3 desktop computers of various flavors.  Unfortunately, each of them have RealTek PCIe GBE Family adapter (what's the luck?).  I have updated each with the manufactures latest drivers.  Each of these machines see about 250-350 Meg/sec at random times of the day.  I have not run any of the tests concurrently so they should not be stealing each others bandwidth.

I have been monitoring my speed almost daily since I had my internet installed (I'm that way).  I have seen speeds well over 400M and as high as 659M (way back on 15 Oct 2018) on my main desktop computer.  There have also been random spikes to over 900M.  These occurred mostly during Oct/Nov of 2018.  My monthly average download speed has dropped to only 287M in Sept 2019 (52 tests). 

I expect the modem to give me a 900+ ballpark download speed and 30+ upload.  My problem lies in how Rogers support says that since I get 500M on my phone and about 400M on Ethernet, everything is peachy.  If I turn off my phone (thus negating the 500M Rogers says the phone is using), why does the desktop (or laptop) not then utilize that extra bandwidth to get over 900M? 

[Datalink]

@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]

I posted a long reply to your message and it seems to have been swallowed so I'm going to do it again.  Forgive me if this turns out to be a duplicate.

Firstly, I DO have the white Hitron CODA-4582 modem, where I got that other figure from I don't know.

The laptop, and actually all my systems, are running Windows 10 Pro x64 with the latest updates. 

I have the modem plugged in to a TP-LINK TL-SG1008P 8 port Gigabit switch with POE.  All of the computers light the 1000 mbps lights on the switch (including the cable from the modem).  All cables are Cat 6 or Cat 6e.

When I did the speedtests with the laptop it was connected directly to the modem without the switch.  My desktop systems all use the switch when testing and get similar download speed to the laptop.  (The laptop is usually connected to the switch in day-to-day use).

I have also connected an older system that I have and guess what? - it has a Realtek PCIe network card too!.

I don't believe that I have any special setup with Rogers.  I think that there may be an attenuator(?) on the cable due to "strong signal", but I'm not 100% sure.

Just for fun, today's speedtest was 283.02 down and 32.28 up on my desktop system.

Here is the table as requested....

Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 597000000 256QAM 7.300 8 38.983 2 849000000 256QAM 4.500 2 38.605 3 855000000 256QAM 5.400 3 38.605 4 861000000 256QAM 5.900 4 38.983 5 579000000 256QAM 5.800 5 38.605 6 585000000 256QAM 6.400 6 38.605 7 591000000 256QAM 6.900 7 38.605 8 279000000 256QAM 4.400 1 38.983 9 603000000 256QAM 7.600 9 38.983 10 609000000 256QAM 8.200 10 40.366 11 615000000 256QAM 8.300 11 38.983 12 621000000 256QAM 8.300 12 38.983 13 633000000 256QAM 7.600 13 38.983 14 639000000 256QAM 7.600 14 38.983 15 645000000 256QAM 7.200 15 38.605 16 651000000 256QAM 6.800 16 38.983 17 657000000 256QAM 6.700 17 40.366 18 663000000 256QAM 7.000 18 38.983 19 669000000 256QAM 7.600 19 38.605 20 675000000 256QAM 8.300 20 38.983 21 681000000 256QAM 9.000 21 38.983 22 687000000 256QAM 9.500 22 38.983 23 693000000 256QAM 9.500 23 40.946 24 699000000 256QAM 9.700 24 38.983 25 705000000 256QAM 8.800 25 38.983 26 711000000 256QAM 8.200 26 38.983 27 717000000 256QAM 7.500 27 38.983 28 723000000 256QAM 6.900 28 38.983 29 825000000 256QAM 4.800 29 38.605 30 831000000 256QAM 4.300 30 38.605 31 837000000 256QAM 4.500 31 38.605 32 843000000 256QAM 3.900 32 38.605

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 275600000 YES YES YES 5.199997

Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 36996000 ATDMA - 64QAM 30.500 4 6400000 2 22100000 ATDMA - 64QAM 31.750 1 3200000 3 30596000 ATDMA - 64QAM 30.000 3 6400000 4 25300000 ATDMA - 64QAM 33.250 2 3200000

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

[os3rules]

Let me try that table again....

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	597000000	256QAM	7.300	8	38.983
2	849000000	256QAM	4.500	2	38.605
3	855000000	256QAM	5.400	3	38.605
4	861000000	256QAM	5.900	4	38.983
5	579000000	256QAM	5.800	5	38.605
6	585000000	256QAM	6.400	6	38.605
7	591000000	256QAM	6.900	7	38.605
8	279000000	256QAM	4.400	1	38.983
9	603000000	256QAM	7.600	9	38.983
10	609000000	256QAM	8.200	10	40.366
11	615000000	256QAM	8.300	11	38.983
12	621000000	256QAM	8.300	12	38.983
13	633000000	256QAM	7.600	13	38.983
14	639000000	256QAM	7.600	14	38.983
15	645000000	256QAM	7.200	15	38.605
16	651000000	256QAM	6.800	16	38.983
17	657000000	256QAM	6.700	17	40.366
18	663000000	256QAM	7.000	18	38.983
19	669000000	256QAM	7.600	19	38.605
20	675000000	256QAM	8.300	20	38.983
21	681000000	256QAM	9.000	21	38.983
22	687000000	256QAM	9.500	22	38.983
23	693000000	256QAM	9.500	23	40.946
24	699000000	256QAM	9.700	24	38.983
25	705000000	256QAM	8.800	25	38.983
26	711000000	256QAM	8.200	26	38.983
27	717000000	256QAM	7.500	27	38.983
28	723000000	256QAM	6.900	28	38.983
29	825000000	256QAM	4.800	29	38.605
30	831000000	256QAM	4.300	30	38.605
31	837000000	256QAM	4.500	31	38.605
32	843000000	256QAM	3.900	32	38.605

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	275600000	YES	YES	YES	5.199997

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	30.500	4	6400000
2	22100000	ATDMA - 64QAM	31.750	1	3200000
3	30596000	ATDMA - 64QAM	30.000	3	6400000
4	25300000	ATDMA - 64QAM	33.250	2	3200000

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

[Datalink]

@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.  

[os3rules]

To the best of my knowledge there is neither a splitter or amplifier on the cable.  In Sept. 2018, Rogers enticed me into their Ignite bundle that included the 1Gig internet, a TV receiver, and a home phone for a year.  Since I didn’t need or use the TV or phone, I removed them when the bundle term ended and I had the changes made to my account by Rogers.  There was a 3-way splitter on the cable which I removed and plugged the cable directly into the modem.  The poor download speed has been the same before and after this change.

I checked that Microsoft page – from what I can see my parameters are similar and my Windows Auto Tuning Level is set to “normal”.  It is the same for the laptop and my server system.

I am in a house and I know that the outside connection has only a single cable active to where the modem is.  No other cable jack in  the house is connected.

I will get in touch with Rogers and ask them to make the tests you suggested.  Would they be able to make the necessary adjustments from their end if something is wrong, or would a house call be necessary?

I will update after I speak with them.

[os3rules]

I just got off the phone with Rogers Support.  The support person was reasonably helpful and I think tried their best to make things better

After about an hour where they:

-rebooted the modem (a lot)

-made me swap cables (between 2 new 10 foot Cat 6 cables)

-made me switch laptops (between 2 identical laptops that were purchased together)

-turned the wi-fi on and off multiple times

-lost my Ethernet connection permanently so the modem needed a factory reset!

-and many other adventures…

They have scheduled a technician to come and have a look see.

As far as the setup they said the Signal Check was ok and that the Tx and Rx Signal to noise rations are within limits (something like 34/33/30/35), the ping is good (between 10 and 64 averaging 19).

That was about as far as we got before they decided to send in a Tech.

By the way – speed after all this:  261.15 down and 28.58 up.

I think I might need some suggestions as to what to “suggest” to the tech when he (or she) arrives.  Other than strapping them to a chair and demanding they “FIX IT!”, is there anything specific that they should be looking into?

[Keepps65 · Accepted solution]

Hi, thanks for this.  I had a weird situation where two high-end PCs were stuck getting no more than 200 mbps on my gigabit connection, but my old Mac (using the same ethernet cable and switch) and my Apple TV were getting 900 mbps.  All using the SpeedTest app.  I reloaded drivers, reset the network, but nothing changed.

My tcp autotuning level was set to "disabled".  I changed it to Normal and it fixed it.  I then switched it to Experimental for good measure and it stayed fixed.

My only guess is that either Windows changed this on both PCs or some app did (possibly Private Internet Access).

Anyway, thanks for the tip, problem solved!