Internet and TV experience

[Photoeng1]

Here we go. Rogers customer thirty-five years. Seen it all. Initials when Ignite system installed (a three bedroom house with basement, 1800 square feet) I was told all I needed was modem. Turns out I needed three pods after multiple visits by different techs. And I hardwired all two out of three televisions plus a PlayStation. I’ve had problems but for the most part things a copacetic. About six months ago my main television( hardwired right to the modem) sometimes would take up to a minute to come on. The other two televisions also had the same problem but to a much lesser degree. Not the end of the world because the picture and the PlayStation were good. Then I started noticing that the picture wasn’t as sharp sometimes(almost imperceptible) and then back to being okay. Same with the PlayStation. Starting to get glitchy. Things were starting to get control. I should have stated I have the Ignite 500 mb. Called Rogers and they sent their guy out. Comes out and check the whole place from the street to the basement. Says everything is one hundred percent. Puts in a brand new modem. Turns on the television and right away the television starts up. Checks other two televisions and they also work. Did not check PlayStation. Next day, right back to the same problem with television(s) taking up to a minute to fully engage. Sometimes on the main screen will get the message,”looking for signal”. Now I’m right back where I started only worse. The PlayStation is almost unplayable due to lag. As a side note I had an older PlayStation so I bought a new one with with new HDMI cables, new Ethernet cable and so on. Relatively new television and I still have the same problem. My sons computer system is having the same problems connected by pod. Run the Rogers test as of last night and running anywhere between 80 to 105! Technically I should be running without any pods in this house I believe. Do I have to update my pods to match the new modem? That’s the last thing I can think of that I can do before I call back in again and start the process once more. Anything the people on this forum that can save to enlighten me. Regards.

*Added Labels*

[RogersCorey]

Good morning @Photoeng1!

Thank you for detailing your concerns.

Just so I'm perfectly clear here, your PlayStation is directly connected via Ethernet to the modem or to a pod? If you're connecting through a pod, it would be expected that you would see lower speeds than if you were directly connected to the modem.

The pods are designed to extend the range of your WiFi but there is an impact to your maximum speeds for any device connected through the pod.

It is possible we need to upgrade your pods. Do you know which pod model you're currently using?

Regards,

RogersCorey

[Photoeng1]

If memory serves Ignite might have been around for a year possibly longer. However long Ignite was rolled out I would assume the pods are first generation. Rogers says the pods shouldn’t be an issue with their latest modem. The PlayStation was hardwired. So was my upstairs television. Been running PlayStation off and on through hardwired and wifi. Much improved the last few days. Had a factory reset on the modem. Still glitchy on PlayStation but my television pictures have stayed sharp consistently. In order for me to get a better grasp of what might be going on I need to understand the relationship between mbps? and how that affects performance. My plan calls for 500 but when I do download speed tests either on PlayStation or Google whenI loose the sharpness of the television or the poor quality of the game itself I will be running 80-110. At max when my picture quality is great and slight lag on PlayStation I never run more than 260. Rogers says that the more product I run in the house the less signal strength I’m going to see. I’m paraphrasing here. That last statement might not be entirely accurate. All I know is I’m paying for 500 and I’m maxing out at 250-260. Once I have a clarification on that question I can use that knowledge to help me make decisions moving forward. Thank you so much for taking the time to reply. Being with Rogers since the year 2000 I know how bogged down these issues can get. Regards.

[RogersCorey]

Allow me to clarify @Photoeng1!

Your 500Mbps connection is shared with every connected device in the house. In order to gauge your true speeds, you would need to run a speed test on multiple devices and add up the speeds. 

If you have 1st generation pods, we should get them upgraded to 2nd gen as that could be part of the reason why you're seeing slower speeds. 2nd generation pods support download speeds up to 600 Mbps (highly dependent on home RF conditions) vs 1st generation pods that support download speeds up to 200 Mbps per Pod.

Please feel free to send a private message to @CommunityHelps so we can assist you further and look into whether or not you should upgrade your pods. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey