Internet speeds

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I Plan to Stick Around
Posts: 245

Re: Internet speeds

friday at 8:03  i get this email

 

I have left the office for the weekend, however I am definitely able to provide you an update going forward. It has been determined that it is the fact that there are too many modems attached to that node. Which would explain why sometimes your internet speeds are what they are supposed to be, and sometimes they are not. This is due to the traffic on the network. Generally during busier times this means your internet would be slowed down. I’m sorry that you have been affected by this for such a long time. I can understand how frustrating this is.

 

During my investigation I had been first told that there are no plans to add another node, or redistribute any of these modems in 2015. However after more investigation, it has been determined that we are currently at the design stage for and improved node or an additional node that would be able to provide you more reliable internet services. I have requested more information regarding the timeline of this install, and if it can be escalated to be done any faster. I will have more information on Monday regarding this resolution and will contact you when I’m back in the office.

 

Thank you for your patience,

 

i live in a rural area in a small subdivison 125 homes give or take  and there are 21 modems on the node

 

hopefully they can do this wrk or if not they will be able to adjust my internet billing for  the crappy internet that i do get and have been getting..

Resident Expert
Resident Expert
Posts: 6,049

Re: Internet speeds

Looks like there is progress, slowly but surely.  Keep after the rep for updates and keep pushing for action to make the split happen.



I Plan to Stick Around
Posts: 245

Re: Internet speeds

have no fear i am in this for the long haul this time :-)  5months and still at it 4months the the OFP and 1 mnth on my own just like a dog with a bone :-)

 

Resident Expert
Resident Expert
Posts: 13,879

Re: Internet speeds

May have to go past the regular reps.. more to a rententions/customer care area..

But you have 'proof' to position yourself for something.   I had a 3+ month issue with the whole street.. every night TV almost unwatchable..
was able to leverage a pretty good discount for my issues.



I Plan to Stick Around
Posts: 245

Re: Internet speeds

kk latests update

Permits have been applied for to do the wrk to reduce the number of modems on my node.  3 to 6  months time frame from what i understand :-( or so i have been told i have no way of conferming this just have to take their word on this but to be honest i have heard all this before way back in the begging Sept of last year so we shall see.

but i did recieve a 6 month credit for my internet for the estimated time frame, so at least they are taking responibility for this on going problem of mine finally :-)

I Plan to Stick Around
Posts: 245

Re: Internet speeds

kk srry took so long posting again but a lot of crap has been going on espically attitude issues with my rep, but with that all said i finally got an ETA on the repaire oct or november supposedly...i did update to the new rocket modem and needless to say its a piece of crap, the wireless part of it is really bad, and i average 3-5 disconects per day with this new modem, both hardwaired and wireless the modem just decides to do a reboot or something when ever it feels like it or my connection is just getting worse all the time, think it may be a bit of both speedtest has me at an average of 95/5 on a 250/20 connection now,after numerous calls to the TSR's all they can come up with is exchange it...well it took almost 3 months to get this one so not sure if i am going to bother or just downgrade it when and if my major repair gets done..

k thats it for now and who knows maybe for xmas ill get the internet that rogers says i am paying for..

I've Been Here Awhile
Posts: 3

Re: Internet speeds

Hello there, I recently switched companies and decided to go with Rogers, I signed up for one of their highest packages, that includes 250mb/s download and 20mb/s upload. Now, ever since the technician came out and installed it, it has been extremely unstable. One day I thought it may be because of a storm, but it's been 4 days since that storm hit and the speeds are extremely unreliable. 

 

For example, when I run speed tests on multiple occassions, I always come back with different results, and their differences are dramatic. 

350 download, 10 upload, 250 download, 0 upload, 200 download, 5 upload. This is a very big issue for me as I stream content from my PC on a daily basis, I need a reliable internet connection. When I called the support line a lady told me it could be something wrong with the area, like a pole down, and it should be fixed soon, but that was a week ago. Does anyone have any idea as to what I could do to fix this? I mean, every day this persists, I am sort of out of work.

 

 

 

Resident Expert
Resident Expert
Posts: 6,049

Re: Internet speeds

Can you:

 

1.  look at the back of the modem for the product sticker and confirm that its a CGN3ACSMR;

 

2.  Log into the modem and check the softare version that is displayed on the Status page.  By now, it this is a CGN3ACSMR, the version should be updated to 4.5.8.16

 

3.  Navigate to the STATUS....DOCSIS WAN tab, copy the downstream and upstream tables and paste them into this thread.  Those are the cable signal levels which might be of interest at this point.

 

4.  Are those speed tests conducted over a wired or wireless connection to the modem.  If they are wireless, can you connect via wired ethernet connection and run a speedtest at http://speedcheck.rogers.com/en.html or www.speedtest.net, using the Toronto Telus server, and post the results.

 

5.  Call tech support and confirm with the CSR that your area is rated and operating at 250/20.  Some nodes cannot support 250/20 and therefore the node and modems run at 250/10 max.  Unfortunately, you don't find this out until the modem is in place and the highest upload that you see is 10 Mb/s instead of 20 Mb/s.



I've Been Here Awhile
Posts: 3

Re: Internet speeds

Thank you for your fast response. In the back of the router it just says CGN3, not CGN3ACSMR. And when I go into the modem's page it tells me the software version is 4.2.4.5.

Here are the downstream and upstream tables.

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 657000000 256QAM 7.700 36.387 11
2 591000000 256QAM 7.700 35.084 1
3 597000000 256QAM 8.300 38.605 2
4 603000000 256QAM 8.000 35.595 3
5 609000000 256QAM 8.000 36.610 4
6 615000000 256QAM 7.800 36.387 5
7 621000000 256QAM 7.600 35.084 6
8 633000000 256QAM 7.000 34.926 7
9 639000000 256QAM 7.300 36.610 8
10 645000000 256QAM 7.600 34.926 9
11 651000000 256QAM 7.500 35.780 10
12 663000000 256QAM 8.100 35.247 12
13 669000000 256QAM 7.500 36.387 37
14 675000000 256QAM 7.500 34.926 38
15 681000000 256QAM 6.600 36.610 39
16 687000000 256QAM 5.500 35.084 40
17 693000000 256QAM 5.900 35.595 41
18 699000000 256QAM 4.900 35.595 42
19 705000000 256QAM 5.200 34.926 43
20 711000000 256QAM 4.800 35.780 44
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 30596000 6400000 ATDMA 38.500 6
2 23700000 6400000 ATDMA 38.500 7
3 38596000 3200000 ATDMA 38.500 5

And the speed tests are done over a WIRED connection. I should also mention that the WIFI is severely affected too, as I usually use my phone over wifi, sometimes my messages dont send, or I am unable to send picture messages, or load web pages on my phone. The internet so far has just been very shoddy over all. I plan on calling tech support again. The last time I called they made a note of the poor quality, but I guess i'll have to keep bugging them about it.

Resident Expert
Resident Expert
Posts: 6,049

Re: Internet speeds

Your downstream levels are very high for the most part, which is unusual and there is a high frequency roll off which is visible.  They should be grouped together in a tighter range, and typically, they are all down at 0 dBmV with a signal to noise ratio of 36 to 40 dB.  Your signal to noise ratios are slightly low as well.  The upstream signal levels are ok, sitting within the usual range of 36 to 40 dBmV.  Call tech support and ask the CSR to run a signal check on the modem.  The downstream test should be interesting given the existing signal levels.  Indicate to the CSR that your wired download / upload speeds are inconsistent, speedtest to speedtest.  If I didn't know any better, I'd guess that you're in an apartment, condo, or highrise, which uses an MDU (Multiple-Dwelling Unit) for signal and data distribution to multiple services.  If so, for some reason, your downstream signal levels are over-driven for some reason and require a tech to sort out.

 

For the wireless, have a look at inSSIDer, which is a wifi monitoring application.  This monitors 2.4 and 5 Ghz networks, and will show you how many other wifi netwoks are running nearby, competing for the same channel space as you.  If you are running a 2.4 Ghz network, that will be problematic due to the number of 2.4 Ghz networks that can be found around you.  With inSSIDer, you might be able to find a channel that might work better but that is probably temporary due to the auto-switching capability of wifi modems and routers.  The best bet, once you have had a chance to look at the inSSIDer dispaly is to figure out what you can move to the 5 Ghz band, and plan for a possible wifi router purchase which will give you much better wifi performance.  This version of inSSIDer doesn't monitor 802.11ac networks, but there is a newer version out now, a pay version ($20 US), which will display those networks on a normal 802.11n laptop.  That gives a complete view of what networks are running in the 5 Ghz band.

 

http://www.techspot.com/downloads/5936-inssider.html

 

One more item to note, the CGN3 does'nt handle mixed wifi data rate devices in the 2.4 Ghz band.  It will lock down to the lowest data rate of all of the devices on the network.  So, if you have single antenna, single data stream and dual antenna, dual data stream (ie: laptops) running simultaneously via wifi, the laptop will connect and run at the single antenna, single data stream data rate.  So, if you suspect that the wifi rates are slow for some reason, yep, they are.  The CGN3ACR and newer CGN3ACSMR should operate mixed device 2.4 Ghz networks without any issues.  I haven't seen any similar complaints regarding those two modems.

 

Overall, you will find that the all in one modems do not have very good wifi performance, that includes modems from other ISPs as well.  The best solution is to run the modem in bridge mode with a good router behind it, one that has external antenna and gigabit WAN and LAN ports.