New modem Hitron coda 4582 not working

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I Plan to Stick Around
Posts: 20

Re: New modem Hitron coda 4582 not working

I was going to ask,  How did you get a hitron on a brand new install?  I have been trying to replace my ignite garbage with a hitron like I had before and rogers is bucking me all the way.  I have everything replaced in my home, outside my home, on the poles everything and I am still getting 20mbps download speeds from this trash.  Worst thing I have done was move to this ignite garbage.  I will make sure my friends do not use rogers.  I am stuck with this trash now.  I have had rogers for almost 20 years,  and I have a rogers email account as my main account.  Dumb move on my part there I know.  I have been on the hamster wheel that is rogers technical service for 6 months.  Ever since we installed our "amazing" (sarcasm) ignite system,  we have frequent service drop outs, slow internet speeds and overall terrible service.  Time for Rogers to suck it up,  just give me my modem back and I will be happy as long as my speeds go back to 500 plus Mbps I was getting using that modem.  

Highlighted
Resident Expert
Resident Expert
Posts: 1,289

Re: New modem Hitron coda 4582 not working

@SteveAdams  Welcome to the Community!

 

When you switched to Ignite, did you only change the modem or did you also add Pods to improve Wi-Fi coverage?  Also, what was your motivation for switching from legacy Rogers Internet to Ignite Internet?  Are you only getting poor Internet speeds over Wi-Fi or with a wired Ethernet connection?

 

When the XB6 came out, it was initially only available to Ignite TV customers, and MANY Internet-only customers were clamouring to get this modem as well... primarily because the Technicolor variant was based on the Broadcom BCM3390 chipset.  My advice was to stick with the Hitron CODA, unless you specifically needed features that were only available on Ignite Internet.  The XB6 is not a horrible product but it does have quirks and is missing features that many might take for granted.

 

That said, with a wired Ethernet connection, the XB6 is capable of delivering 1 Gb/s throughput.  I am getting 200 Mb/s on my 150u service.  If you are only getting 20 Mb/s download speeds, I'm sure that there is a logical explanation.  Any of a number of things could seriously affect your wireless performance.  If you are seeing such poor speeds on a wired connection, I am shocked that Rogers has not been able to fix it or that they don't know what is really causing it.

 

If you unplug all of your Ignite WiFi Pods and place the XB6 gateway in the same location as where you had your Hitron CODA installed, you should see similar performance to what you had before.

 

Rogers has also bet their business on the XB6, and they (hopefully) would not have done that unless they had full confidence in that device.  Hopefully we can help to get your current issues resolved.



Highlighted
I Plan to Stick Around
Posts: 20

Re: New modem Hitron coda 4582 not working

Ok,  I will try to answer your inquires in order.  Bare with me.  I switched because I wanted tv in my sons bedroom which had no coax going to it so I thought the wireless tvs would be a bonus.  I do have pods as my home is very large.  The modem is in the same location as my last modem was.  I got the 20mbps on one of my computers plugged into the modem.  They have replaced the drop from the pole to my home.  3 modems had many techs to my home.  Everytime they have claimed to figure out what it is.  When I had my hitron modem I had no issues,  other than a signal booster in my basement for tv signals that would drop it's plug in every 7 or 8 months.  But I knew when it was starting to go bad and a tech would be out to fix it right up the next possible appointment.  I was routinely getting over 500mbps with my Hitron.  The best I have got with my ignite is 175.  Remember,  I am paying for 500mbps.  

Highlighted
I Plan to Stick Around
Posts: 20

Re: New modem Hitron coda 4582 not working

I just did a speedtest And got 93.11 download 20.35 upload with the 30ms latency
Highlighted
I Plan to Stick Around
Posts: 20

Re: New modem Hitron coda 4582 not working

Oh, Since I have been having so many issues, I think they have put me on block, I have reached out 3 times in the past week to the CSR that was handling my case. I was away from my home and he said when I got back email him and he would continue to work on my system. I have yet to have a response. I have been so frusturated with the entire system since it was installed with no satisfaction from Rogers, I put a claim in with the CCTS. I had no choice. I have my primary email with rogers for almost 20 years, and to switch it now would be very difficult. I have to do what's in my best interests. Getting my Hitron back would be the best result as I know I got fast reliable internet. Now, it's neither. Both my wife and I will be working remotely from here on out for our careers, we need fast reliable internet.
Highlighted
Resident Expert
Resident Expert
Posts: 1,289

Re: New modem Hitron coda 4582 not working

@SteveAdams  What you are seeing is definitely not normal.  Could you please log into your modem (from a computer using a web browser) and check your modem's signal stats and error logs?

 

Go to "Gateway > Connection > Rogers Network"

  • On the Downstream channels, you'll want to see a SNR of 38 dB or higher.  The power levels (ideally) should be as close to 0 dBmV as possible, -7 to +7 dBmV is typical, but anything outside of that range should be investigated.
  • On the Upstream channels, it's normal to see power levels around 40 dBmV.  Anything below 35 dBmV is not typical, and anything above 50 dBmV needs to be investigated.
  • Scroll to the bottom and check the number of Uncorrectable Codewords.  Those should be as close to zero as possible across all channels.  As for the Correctable Codewords, those should be as close to zero as possible on the DOCSIS 3.0 (QAM) channels, and it's normal for them to be high on the DOCSIS 3.1 (OFDM) channels.

 

Go to "Troubleshooting > Logs" 

  • Show the Events log for the last week.  Is the XB6 logging any errors?

 

Rogers only supports the XB6 WiFi gateway with Ignite TV and they are encouraging Internet customers to switch to Ignite Internet.  I don't think that there is any going back once you have switched to Ignite.

 

It's also possible that your problems could be caused by something as simple as a bad coax patch cable to your modem.

 

For support, you can also reach out to @CommunityHelps  by sending sending them a Private Message.

 

@CommunityHelps : Could you also please split @SteveAdams  posts here and our responses to another thread?  Thanks!



Highlighted
I Plan to Stick Around
Posts: 20

Re: New modem Hitron coda 4582 not working

G,

I looked at everything.  It seems to be in line with what you mentioned it should be.  off by a number or two but nothing worth noting.  On the Uncorrectable section,  channel 1 had a huge number and 26 and 27 were the same.  Don't know if thats something or not.  The rest were 0. 

Highlighted
Resident Expert
Resident Expert
Posts: 1,289

Re: New modem Hitron coda 4582 not working


@SteveAdams wrote:

G,

I looked at everything.  It seems to be in line with what you mentioned it should be.  off by a number or two but nothing worth noting.  On the Uncorrectable section,  channel 1 had a huge number and 26 and 27 were the same.  Don't know if thats something or not.  The rest were 0. 


Thanks, that's good news!  (FYI, my Downstream OFDM channel index# is 33 and, for some reason, the codeword error stats for index #1 actually mirror #33.)  At least your lines looks good.  Rogers techs will have access to additional stats but I don't think they need to investigate anything further as of yet.

 

The next question is, why are you only getting sub-100 Mb/s download speeds?

 

Could you try unplugging ALL devices from your modem's Ethernet ports and then perform a speed test using a  computer that is directly-connected by an Ethernet cable?  (I presume that your computer and its network card are capable of transmitting/receiving > 500 Mb/s and that the computer's WiFi is disabled.  You should also be using a Cat 5e-certified Ethernet cable, or better.)

 

If you get a good/high speed test this way, we can then troubleshoot LAN issues on your in-home network further.  If you still get slow speeds and get the same results after swapping Ethernet cables, it's probably a modem problem.  It might also be an upstream network problem.  Either way, it's something that Rogers will need to investigate because only they have access to those troubleshooting tools/stats.

 

I'm still hoping that the problem is only being caused by a bad patch cable or LAN switch; something that can be easily fixed/replaced.



Highlighted
Resident Expert
Resident Expert
Posts: 1,289

Re: New modem Hitron coda 4582 not working


@SteveAdams wrote:

G,

I looked at everything.  It seems to be in line with what you mentioned it should be.  off by a number or two but nothing worth noting.  On the Uncorrectable section,  channel 1 had a huge number and 26 and 27 were the same.  Don't know if thats something or not.  The rest were 0. 


Wait.  I just re-read your post.  You should never see a huge number of UNCORRECTABLE errors on any channel.   If you are getting a large number of UNCORRECTABLE codeword errors on downstream OFDM channels, then that is VERY bad.



Highlighted
I'm Here A Lot
Posts: 5

Re: New modem Hitron coda 4582 not working

so i checked my closet,i do see everything you mentioned,the rfog onu is not exact the same as the pic but quite similar brand name i guess is “lindsay”