cancel
Showing results for 
Search instead for 
Did you mean: 

Poor Internet/TV/Phone Quality

psmuz
I've been here awhile

In the past couple weeks I feel like my ignite services have gotten worse. At first, the home phone started cutting out. After that I noticed that my TV would lag occasionally, and websites on computers wouldn't fully load. After looking over some similar problems on the forums I tried doing some ping tests, and there's no packet loss when trying Google DNS but around 25% for Rogers.

 

I'll also say that when I initially switched over to ignite, I had a big issue where my connection would drop several times daily and then restart. It's been resolved, but it ended up being an issue in my area that was affecting others as well. 

 

If anybody has any advice or suggestions as to any other tests I could try to isolate the problem, it would be greatly appreciated.

 

*Added Labels*

4 REPLIES 4

Re: Poor Internet/TV/Phone Quality

User8180
I've been here awhile

I've had the exact same problems.

Re: Poor Internet/TV/Phone Quality

.Hello, @psmuz & @User8180.

 

Thank you for posting your concern, and welcome to our Community!

 

Poor service can certainly disappoint; I appreciate your patience. The details provided indicate either the RF signal or the WiFi network degradation.  

 

Did you notice the intermittency on a wired device? 

 

The modem placement plays a vital role in maintaining an optimized WiFi network. You can check our modem placement article for placing the modem. 

 

Can you log in to your modem (Gateway > Connection > Rogers Network) and provide the Downstream, Upstream tables? You need to scroll down to the bottom to find those signal levels. This helps us to figure out if there is an issue with the RF signal. 

 

I look forward to hearing from you!

 

Cheers,

RogersMoin

 

 

Re: Poor Internet/TV/Phone Quality

psmuz
I've been here awhile

Hey @RogersMoin, thanks for responding. 

 

So most devices are wireless, but I have one PC that's hardwired that was having issues.

 

The Upstream table is blank, but here's the Downstream table.

 

 
Downstream
Channel Bonding Value
7
8
9
10
5
6
1
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
2
3
4
0
33
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
 
Locked
591000000
597000000
603000000
609000000
579000000
585000000
279000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
849000000
855000000
861000000
 
352800000
37.636276
37.636276
37.636276
37.636276
37.355988
37.636276
37.355988
38.605377
37.636276
37.636276
37.355988
37.636276
37.355988
37.636276
37.355988
37.355988
37.355988
37.636276
37.355988
37.355988
37.636276
37.355988
37.636276
37.355988
37.355988
36.609653
37.355988
36.609653
36.609653
37.636276
36.609653
36.386890
 
38.71 dB
1.799999
1.599998
1.400002
1.799999
1.799999
1.500000
3.200001
1.900002
1.400002
1.799999
1.200001
1.200001
1.299999
1.299999
0.799999
1.000000
1.200001
0.799999
0.700001
0.900002
0.900002
0.299999
0.900002
0.500000
0.000000
-0.700001
-0.599998
-0.700001
-1.000000
-0.900002
-1.400002
-1.799999
 
2.400002 dBmV
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
 
OFDM

 

 

Re: Poor Internet/TV/Phone Quality

RogersRahul
Retired Moderator
Retired Moderator

Greetings @psmuz,

 

Thanks for sharing the above information with us, It's super helpful. We'd like to run diagnostics on the service and take next steps to address the issue.

 

Feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

 

We look forward to hearing from you.

 

RogersRahul
 

Topic Stats
  • 4 replies
  • 1406 views
  • 1 Like
  • 4 in conversation