Internet speeds

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Resident Expert
Resident Expert
Posts: 6,049

Re: Internet speeds

Thats fine, not a problem.  Hopefully the rep can get the right people involved to finally solve this.  Looking at today's signal levels, same as before basically, sitting with a 16.3 dBmV spread from high to low.  I'm speculating, but part of this has to be a problem with the node output.  You shouldn't see such a huge spread in signal levels, so either there is a hardware issue going on, or the calibration is way off.  Line losses from the node to the tap, and then to your home play a part in this as well, but typically the losses are seen across the board, all of the signal levels drop over time but usually stay within a reasonable range of each other. 

 

The best thing I think you can do is to keep a document going which contains both the speedtests, signal levels and any other notes you wish to add.  That way you have a day to day, or week to week diary of that data, which no doubt will come in handy.

 

I think you're well beyond anything that we can do to help out, but keep pushing the rep to see this through.  Please let us know how its going.



I Plan to Stick Around
Posts: 245

Re: Internet speeds

yup i will defently let you all know whats happing as this progresses, forgot to  mention on the weekend i got a phone message from the OFP saying that i will be assigned a new rep :-) not really sure why but maybe i have frustrated the other one by not giving up and keep hounding them till something positive happens from their involvment.. this will be my 3rd rep since this has all started back in Jan 2015

 

I am allso going to update this as often as possible in the hopes that others who have the same problems but dont pursue it, hopefully others will see that just because rogers say they are the fastets dosnt mean they are, as from what peeps can see from this experince that i am having.

 

Thank you for all your ideas, support, and in general letting me vent :-)

I Plan to Stick Around
Posts: 245

Re: Internet speeds

srry not much to report still crap internet, new OFP rep hasnt a clue, supposedly spent the last week trying to contact peeps to get info on my issue, now we are playing phone tag to set up a senior rep home visit cause he dsont like to use email to contact me..and o ya todays new spec from modem i think things are getting worse :-)

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 645000000 256QAM -5.300 35.595 9
2 591000000 256QAM 5.200 38.983 1
3 597000000 256QAM 5.100 38.983 2
4 603000000 256QAM 8.800 38.983 3
5 609000000 256QAM 8.700 40.946 4
6 615000000 256QAM 5.000 38.605 5
7 621000000 256QAM -0.600 37.356 6
8 633000000 256QAM -7.100 34.484 7
9 639000000 256QAM -5.800 34.926 8
10 651000000 256QAM -6.100 34.926 10
11 657000000 256QAM -3.800 35.595 11
12 663000000 256QAM -0.200 37.356 12
13 669000000 256QAM 4.700 37.636 37
14 675000000 256QAM 5.900 38.605 38
15 681000000 256QAM 2.000 37.636 39
16 687000000 256QAM -0.600 37.356 40
17 693000000 256QAM -2.500 36.387 41
18 699000000 256QAM -1.400 36.610 42
19 705000000 256QAM -1.600 36.610 43
20 711000000 256QAM -2.900 36.387 44
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 38596000 3200000 ATDMA 43.250 1
2 23700000 6400000 ATDMA 41.750 3
3 30596000 6400000 ATDMA 43.250 2

© 2013 Hitron Technologies Inc.. All rights reserved.

I Plan to Stick Around
Posts: 245

Re: Internet speeds

i have been dealing with the OFP since Jan 15 and i am now on my 3rd rep...what i was wondering does anyone know of a email, phone number where i could contact a manager directly instead of the current rep that refuses to use email to contact me after i have explained several times that is my prefered mode of communication or something like that cause their reps are totally useless..ie: i ve been waiting for a week +  for them to contact me as to a date time when a senior tech will be doing a home visit..

 

TIA

 

 

 

***edited labels***

Resident Expert
Resident Expert
Posts: 13,881

Re: Internet speeds

That i know of, no nothing is published.. and they try not to.
Why? primarilly.. poeple will find it and try to use it to just skip ahead and always go to the manager, etc.

 

 



Retired Moderator RogersPrasana
Retired Moderator
Posts: 624

Re: Internet speeds


Hi @hiho

 

I’m sorry to hear about your frustrations with trying to get confirmation of a senior technician’s visit to your home.


I’d like to take a look into this for you, I’m going to have someone from @CommunityHelps reach out to you in a Private Message, please check our Messages from the Envelope icon in the top right hand side of your screen.

 

@RogersPrasana

I Plan to Stick Around
Posts: 245

Re: Internet speeds

Smiley Very Happy wouldnt you  know it the rep finally decided to email me today...

 

Good Afternoon,

 

Sorry for the time it has taken for me to get back to you. Currently I have been in touch with the senior technician’s manager who had gone to your house. He will be providing me information about how to proceed moving forward. I will update you when I hear back.

 

Thank you for your patience,

 

 

hmmm we shall see this could be interesting considering i was waiting to hear back as to when the tech was comming i would hazzard a guess we are looking maybe if i be lucky sometime next week maybe...

I Plan to Stick Around
Posts: 245

Re: Internet speeds

k its been a week and then some still waiting for the rep to get back to me about he senior rep visit...So i just went ahead last night and made arrangements for a senior tech to come out on sunday i am tired of waiting and sending emails to find out if and when the rep is ever going to set it up...i have allso been contacted by  some other manager from  Advisor with the Rogers Customer Survey team  silly rogers sent me a survey the other day and i guess i must have set of some flags or something cause they also want to speak to me and see if they can help with my issues,  needless to say we are playing phone, email tag to accually speak with this department but i aint holding my breath that they can help..ill post back after my senior home visit  on sunday to let those that may be following this thread how it goes :-)

I Plan to Stick Around
Posts: 245

Re: Internet speeds

Dang suprize visit today..just getting ready to go out when i get a knock on the door and its a Senior rogers Tech come to fix my problem :-)  they allso informed me that he has a team with him and they are checking the trunk? several sections covering prob about a mile or so from what i can guess, its not going good cause of course they cant find a prob as of yet and when he called me on the phone from outside somewhere to get me to do speedtest  which today is anywhere from 13m to 250m DL  and 3 to 18 UL no 2 test the same he says thats not bad? i cant believe that this is an acceptable range of speedtest on a 250/20  now my accual home dl rates are a lot diffrent   DL  3 to 6m  max and 1.7m to 3.0m max..

 

Now the best part is no mention of doing any testing in the house at all like the OFP and now also manager from  Advisor with the Rogers Customer Survey team whom i spoke to yesterday and was going to contact the OFP on my behalf to see if they could  help have notified me of this visit today as far as i knew since i still have had no contact from my rep at the OFP the visit i set up for sunday was the only one i was getting...k we are now into 2hrs of this visit so we shall see what happens today...

More to follow as i hear whats what today..

Resident Expert
Resident Expert
Posts: 13,881

Re: Internet speeds

Problem is, with ANY carrier (rogers, bell, 3rd party) its always UP TO XXX speed.  Never gauranteed Smiley Sad
That being said.. it should be pretty close and pretty consistant... not like you are having.

(myself and a few others.. are on 100+ packages.. and getting above what we are alloted)

 

Sounds like those guys that came, are MAINTENANCE guys... who handle the street runs, nodes, etc in the area.
A different department, equipment, etc.. than what handle the INTERIOR of the house.. likely why those guys are not doing anthing inside.
If they can at least narrow down that the signal is getting OK to the box on the street...
Then its the other guys (the one coming later) that would deal with inside.

If at all feasable.. when the guy for inside is comming.. i would almost see if they can test the modem AT the box.  Pretty much plug in into the box there.. and a computer with it.. (problem may be getting power there).. but that would show if its OK or not at that spot or if its something else.

 

(oh, and just a thought.. i cant remember if you said or not.. if you have swaped the modem yet)