Please help me get CGNM-3552 on Gigabit

[hen555]

Hello,

I started gigabit over 2 years ago and when it first came out we had the rocket CGNM-3552. It worked great. Then Rogers said we get a free upgrade to the new CODA modem. This modem does not work well at my house and I ended up fighting for hours on Rogers support to get my old modem back. It was not really fighting because the Rogers wanted to give me back my modem but the system on their end wouldn’t let them.

It was more like a waste of time. Now due to my plan change from contract to non contract I had to give them back my CGNM3552 and get the coda modem again. It is still bad and not working great. My phone lags on YouTube !! Buffering !

Can a Rogers technical support agent jump in here and help me out ? I have again talked many many hours and even went up to the floor manager and no one is able to get me my CGNM3552 modem back. Everyone wants to help me at Rogers but no one knows how to make it happen. I trust that the forum guys might know more so please help me from my suffering.

I don’t want to leave Rogers but if the service doesn’t work for me then it just doesn’t work for me.

*Edited Labels*

[RogersMoin]

Hello, @hen555.

Thank you for your patience and for posting your concern in the Community. Due to the network enhancements, the CGNM-3552 can't be provisioned for the packages higher than 150u since it doesn't support DOCSIS 3.1 and OFDM multi-profile/carrier. Hence, the support you were engaged with were not able to replace CODA-4582 with CGNM-3552. 

We can certainly look into optimizing the CODA-4582. For the starters, your modem should be running the firmware version, 2.0.10.36T6. If you see any other version, let us know by sending a private message at @CommunityHelps. You can also post the Downstream, Upstream and OFDM sections from your modem so that we can analyze the signal levels.

Thank you for your patience and understanding!

Cheers,

RogersMoin

[hen555]

Thank you for your response.

I have used CGNM-3552 on gigabit plan and it works. I don’t care about the docsis 3.1 and the profile. All I know is as a user, the CGNM-3552 works better than my current CODA modem in my house. I am willing to accept that it may not provide the full service as you mentioned it does not support Docsis 3.1 and the profile.

Since I am saying that I can accept the CGNM-3552 even though it does not support docsis 3.1 and profile, can Rogers make an exception for me for my case? Or is there an internal policy that is not allowing this to happen?

I will say once more, the specific model modem CGNM-3552 was activated on my previous gigabit plan and I was getting gigabit speeds. Simply switching to the CODA modem has ruined my internet and experience with Rogers Cable Internet Service. I have tried the CODA modem many times even when it first came out and soon realized it does not work well in my house and my cable lines. In the past a couple years ago The solution Rogers came up with was to go back to my old modem since it worked perfectly.

Please note the current “Rocket” modem being distributed by Rogers stores is not the CGNM-3552 . I checked the model at the Rogers store and it has A slightly different model name. I would need the CGNM-3552 that was launched with the original Gigabit package.

Much appreciate your assistance

[RogersZia]

Good evening @hen555,

Thank you again for providing details on your previous experience. As RogersMoin mentioned above, the Rocket Wi-Fi modem cannot be provisioned for packages higher than 150u. I realize this is not the response you were looking for but we're unable to replace your current modem with CGNM-3552.

I know you've reached out to us via @CommunityHelps with regards to the firmware update, we've replied to your message and are awaiting your response.

RogersZia

[hen555]

Thank you for responding.

Yes I got a message and it looks like the FW mentioned is actually a Beta firmware and not a stable release. I will try it and see if it fixes it. If it does fix it you will see me respond back here. If not then we can say that we have all tried our best and the service just doesn’t work for me at my house.

I have always been a happy Rogers customer after switching from the other big company back in the early 2000s. Now another company offers Fiber to my door which if my Rogers service continues to fail to offer the speeds I am paying for then I will have to try another service provider.

This is not any of ours fault but I have tried all my options at this point.

Best regards

[hen555]

Gigabit but not getting Gigabit Speeds after switching to CODA-4582U

I was using CGNM-3552 as a happy customer on Gigabit Internet and I was getting Gigabit speeds. After being forced by Rogers to switch to the CODA-4582U modem, I am now not getting even close to Gigabit speeds.

My whole internet experience has gone to the ground. This same experience happened to me before a couple years ago and the Rogers solution was to go back to the CGNM-3552 since it was working perfect for me. This simple solution is not acceptable for Rogers anymore and now I am requesting for help. I am tired of this service I am getting.

Please see my signals below.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	597000000	256QAM	1.500	8	40.946
2	849000000	256QAM	-6.700	2	36.844
3	855000000	256QAM	-6.400	3	37.356
4	861000000	256QAM	-7.000	4	36.387
5	579000000	256QAM	0.100	5	40.366
6	585000000	256QAM	0.900	6	40.366
7	591000000	256QAM	1.600	7	40.946
8	303000000	256QAM	2.700	1	40.946
9	603000000	256QAM	1.600	9	40.946
10	609000000	256QAM	1.400	10	40.946
11	615000000	256QAM	1.100	11	40.946
12	621000000	256QAM	1.400	12	40.366
13	633000000	256QAM	3.300	13	40.946
14	639000000	256QAM	3.700	14	40.946
15	645000000	256QAM	3.400	15	40.946
16	651000000	256QAM	3.200	16	40.946
17	657000000	256QAM	2.700	17	40.366
18	663000000	256QAM	3.300	18	40.946
19	669000000	256QAM	3.800	19	40.366
20	675000000	256QAM	4.500	20	40.366
21	681000000	256QAM	4.600	21	40.946
22	687000000	256QAM	4.400	22	40.946
23	693000000	256QAM	3.900	23	40.946
24	699000000	256QAM	4.000	24	40.366
25	705000000	256QAM	3.300	25	40.366
26	711000000	256QAM	3.200	26	40.946
27	717000000	256QAM	3.700	27	40.946
28	723000000	256QAM	4.200	28	40.366
29	825000000	256QAM	-5.500	29	37.636
30	831000000	256QAM	-6.700	30	37.356
31	837000000	256QAM	-7.100	31	36.387
32	843000000	256QAM	-7.000	32	37.356

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	30.750	1	6400000
2	38596000	ATDMA - 64QAM	34.000	3	3200000
3	23700000	ATDMA - 64QAM	30.750	2	6400000

[hen555]

I would also like to note that after restarting the modem...my speeds are fast and go over 100 megabits. Soon after I get throttled and it goes to unacceptable 10mbits.

Before on CGNM-3552 (Gigabit):

After (current) on CODA 4582U (Gigabit):

[RogersMoin]

Hello, @hen555.

Thank you for your patience. I can certainly appreciate your Internet experience; getting such low speeds can be disappointing. 

The signal levels you have posted are not indicating any speed issues. However, we can further run a few tests to determine the root cause; please send us a private message at @CommunityHelps. 

Cheers,

RogersMoin