Ignite Internet Gigabit - Slow Speeds

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I'm Here A Lot
Posts: 5

Re: Ignite Internet Gigabit - Slow Speeds

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000QAM256-2.7991037.355
2591000000QAM2560.299738.605
3597000000QAM256-0.799838.983
4849000000QAM256-3.900237.355
5855000000QAM256-3.599337.355
6861000000QAM256-3.900437.636
7579000000QAM2560.599538.983
8585000000QAM2560.500638.983
9603000000QAM256-1.299938.605
10303000000QAM256-1.200138.983
11615000000QAM256-4.2991137.355
12621000000QAM256-5.0001237.355
13633000000QAM256-2.5991337.355
14639000000QAM256-1.5001437.636
15645000000QAM256-0.2991538.605
16651000000QAM2560.2001638.605
17657000000QAM2560.7991738.983
18663000000QAM2561.0991838.983
19669000000QAM2561.2001938.605
20675000000QAM2561.5992038.983
21681000000QAM2562.0002140.366
22687000000QAM2561.7992238.983
23693000000QAM2562.0002338.983
24699000000QAM2561.4002438.983
25705000000QAM2561.5002538.605
26711000000QAM2561.2992638.983
27717000000QAM2560.7002738.983
28723000000QAM2560.2992838.605
29825000000QAM256-3.0002937.636
30831000000QAM256-3.4003037.636
31837000000QAM256-3.2993137.636
32843000000QAM256-3.9003237.355
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES0.200001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM43.27046400000
22210000064QAM41.01013200000
33059600064QAM43.02036400000
42530000064QAM42.01023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
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I Plan to Stick Around
Posts: 11

Re: Ignite Internet Gigabit - Slow Speeds

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

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I'm Here A Lot
Posts: 5

Re: Ignite Internet Gigabit - Slow Speeds

Around 100 mbps on ethernet. I normally get 6-800+.
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I'm Here A Lot
Posts: 5

Re: Ignite Internet Gigabit - Slow Speeds

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
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I'm Here A Lot
Posts: 5

Re: Ignite Internet Gigabit - Slow Speeds

Actually, it appears the issue has reappeared. I’m not sure what is happening.
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Resident Expert
Resident Expert
Posts: 6,986

Re: Ignite Internet Gigabit - Slow Speeds

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



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I'm Here A Lot
Posts: 5

Re: Ignite Internet Gigabit - Slow Speeds

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000QAM256-3.5001037.355
2591000000QAM2560.000738.983
3597000000QAM256-1.200838.605
4849000000QAM256-3.900237.355
5855000000QAM256-3.700337.355
6861000000QAM256-3.900437.636
7579000000QAM2560.500538.605
8585000000QAM2560.400638.605
9603000000QAM256-1.900937.636
10303000000QAM256-1.099138.983
11615000000QAM256-4.7991137.355
12621000000QAM256-4.5991237.636
13633000000QAM256-1.9001337.636
14639000000QAM256-1.0001438.605
15645000000QAM2560.0001538.605
16651000000QAM2560.4001638.605
17657000000QAM2561.0001738.983
18663000000QAM2561.2001838.983
19669000000QAM2561.2991938.983
20675000000QAM2561.7002038.605
21681000000QAM2562.2002140.366
22687000000QAM2561.7992238.983
23693000000QAM2562.0992338.983
24699000000QAM2561.5002438.983
25705000000QAM2561.5992538.983
26711000000QAM2561.2992638.983
27717000000QAM2560.7002738.605
28723000000QAM2560.4002838.983
29825000000QAM256-3.0002937.355
30831000000QAM256-3.4003037.636
31837000000QAM256-3.2003137.636
32843000000QAM256-3.9003237.355
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES0.299999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM43.27046400000
22210000064QAM41.01013200000
33059600064QAM43.02036400000
42530000064QAM42.01023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
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I've Been Around
Posts: 1

Re: Ignite Internet Gigabit - Slow Speeds

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.

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Moderator
Moderator
Posts: 1,007

Re: Ignite Internet Gigabit - Slow Speeds

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

 

 

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I Plan to Stick Around
Posts: 29

Re: Ignite Internet Gigabit - Slow Speeds

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