12-03-2018 07:30 PM - last edited on 12-03-2018 10:10 PM by RogersMoin
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.
12-03-2018 10:09 PM
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, 18.104.22.168T6. 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!
12-06-2018 11:16 PM
12-07-2018 11:36 PM
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.
12-08-2018 05:52 PM
12-10-2018 07:09 PM - last edited on 12-10-2018 07:14 PM by RogersMoin
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.
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|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|
12-10-2018 07:12 PM - edited 12-10-2018 07:26 PM
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):
12-11-2018 06:54 PM
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.