Rogers Ignite Gigabit - UNLTD throttled at 320 Mbps down 50 Mbps up

[jandrews]

I've been a Rogers customer since the late 80's, have had this particular Internet service for at least 7 years, but have recently had issues with Internet outages. So I thought I should investigate what was happening and used http://rogers.com/speedcheck for diagnostics. I found out I'm being throttled by Rogers to around 320 Mbps down and 50 Mbps up. Running simultaneous tests on multiple devices gives the same result as a single desktop connected by ethernet cable. I can see the graph climb and plateau to 320 Mbps very early in the test. I have not received any information from Rogers about my service changing, yet still get lots of promotional emails. I'm being billed $166 per month pre taxes for 1.5 Gigabit, but clearly feel like I'm being ripped off. I tried support via live chat, bounced to three departments, but was seriously underwhemled by the wait times, their rudeness and level of competence (to me it felt like a kid reading troubleshooting scripts). The last rep was insensitive to the immediate issue and just wanted to sell me new services. Apparently my service is considered "legacy" (first time I've been told that) Rogers supplied me a Hitron CODA 4852 modem. Any advice here?

[57]

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@jandrews wrote:

I'm being billed $166 per month pre taxes for 1.5 Gigabit...

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 Check out the following thread on slower than expected speeds, please read at least the first few posts in that thread..

1. If you don't have an XB7 or XB8 gateway, then that may have an impact.

2. Do you have your computer connected via Ethernet directly to the gateway?  If not, then that could be your issue.

https://communityforums.rogers.com/t5/Internet/Slow-Speeds/m-p/510588#M75402

[jandrews]

Thanks for your reply 57. I don't have an XB7 or XB8 gateway, in my original post I mention that I have a Hitron CODA 4852. I used to get much better performance, seems there were changes at Rogers and I'm now experiencing lower speeds. Feels like my provisioning is messed up? My computer is Ethernet directly connected to the gateway when doing tests.

[57 · Accepted solution]

@jandrews : Here are my comments:

1. If you are subscribed to 1.5 Gbps service, then you should have an XB7 or XB8 gateway, preferably the latter.  I don't know why Rogers often screws this up.

2. If you are improperly provisioned, then you'll need to contact Rogers to get this sorted.  Consider PM'ing the mods on this forum as I've found them most helpful:

When logged into the forum, click on @CommunityHelps  .  On the page that comes up, you'll see a link on the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail, but it may have ended up in your spam folder...