Rogers Ignite Gigabit Very... very Slow Speeds

[Yarr]

Okay,

Senior technician coming out this week sometime ? Senior tech will call me to schedule.

So far 2 hour phone call to get service in the first place...two junior techs 3 hours each At my home ....several phone calls ....the sheer number of hours this process has consumed for me is unbelievable!

So let’s see if this can get resolved? I was asked not to cancel so that ROGERS could use this case as a learning training example ...yikes.

Stay tuned for another update soon .

[Yarr]

FYI - This is now the first day of week two ...waiting for Rogers to hook up Ignite TV internet.

[toolcubed]

Sigh. Unfortunately, this is becoming the norm these days with Rogers. Tech service is horrendously painful with this company. When I had issues with cable (prior to the network uplift in my neighbourhood), they kept wanting to send techs and I cringed every time they mentioned it. I haven’t had a single positive experience with their 3rd party techs. They’re slow, unknowledgeable, and very sloppy (leaving big messes in my telco closet/electrical panel). If I was Joe Natale, wanting to improve customer service, I would put way more focus on improving the experience of tech visits / service calls. Ugh...I’m getting nervous just typing this...horrible service!

[Yarr]

I found the technicians friendly enough. They are just young inexperienced and under qualified beyond ..”plug in the power chord...unplug again...call tech support line if you need help...thank you good bye I have another call to go to...”

College kids with minimal training. Not their fault. This is what ROGERS is sourcing for its customers.

My concierge is exceptional and very professional!!!

We will see how this ends up.

I am still using BELL while I wait on the final installation from Rogers and the fiber cable construction that is pending?

I’ll update if / when they resolve the installation or if I simply am forced to return the equipment having received no services.

Geesh what a process...

[Yarr]

Week#3 Ticket still open.

Well a senior technician came out this past Sunday.....

He was unable to get any speeds past 425?

So three technicians now still nowhere near at or below 1gig? Hmmm. 750...800 even could potentially be considered a 1 gig service as the “ at or below” marketing stipulation.

Robo call received Monday ...” your ticket is delayed we are working on resolving the issue”...switching between Bell and Rogers ....Rogers yesterday disconnecting me several times from internet completely??? Techs must be working on . as this happened???

Tuesday- Construction update: trench cable apparatus is now on site outside my home where the fiber optic survey was done. Fiber or cable line fix soon?

Consierge still friendly: recommended I wait until end of week and hopefully Rogers’s will call me with issue resolved.

.....so I wait as bell keeps calling me trying to have me keep their service......

I am not sure who in my area has been sold the 1 gig service ? I would like to have that tech come hook me up....is the service available to consumers? .....or is just the billing side of the service available for consumers???? I’m really questioning what is being sold to consumers.....vs what consumers are actually getting for what they are being charged....hmmm.

Well, I’ll update again soon. Cross my fingers they update the infrastructure to support the customer base.

Oh my....

[Mike127]

Hey I've been experiencing both slow and inconsistent speeds for the last nearly 5-6 months. I've had the modem/router (CODA-4582U) replaced 3 times which didn't help at all. I've had several techs come and every time they tell me there's no issues despite the ping I'm getting and the trace routes I've shown them. I used to get on average 32-60ish ping depending on the game and now I'm lucky if I get 60. On average I get about 90-300 and it fluctuates like crazy all the time, at worst it spikes above 1k+ and that's not uncommon in the slightest, probably more common than getting 60. I have a direct connection to the modem/router and I've tried removing everyone off the network but myself and I get the same speeds. 

This is my downstream overview from my routers page

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-0.300	7	38.983
2	855000000	256QAM	0.400	3	38.983
3	861000000	256QAM	-0.200	4	38.983
4	579000000	256QAM	-0.600	5	38.605
5	585000000	256QAM	-0.200	6	38.983
6	849000000	256QAM	0.900	2	38.983
7	597000000	256QAM	0.500	8	38.983
8	603000000	256QAM	0.500	9	38.983
9	609000000	256QAM	0.000	10	38.605
10	615000000	256QAM	-0.600	11	38.605
11	621000000	256QAM	-1.400	12	38.605
12	633000000	256QAM	-2.000	13	38.983
13	639000000	256QAM	-2.200	14	38.605
14	645000000	256QAM	-1.100	15	38.605
15	651000000	256QAM	0.000	16	38.983
16	657000000	256QAM	1.000	17	38.605
17	663000000	256QAM	1.200	18	38.605
18	669000000	256QAM	0.100	19	38.983
19	675000000	256QAM	-1.700	20	38.983
20	681000000	256QAM	-2.600	21	38.605
21	687000000	256QAM	-3.000	22	38.605
22	693000000	256QAM	-2.500	23	38.605
23	699000000	256QAM	-1.900	24	38.605
24	705000000	256QAM	-0.900	25	38.605
25	711000000	256QAM	0.300	26	38.605
26	717000000	256QAM	0.900	27	38.983
27	723000000	256QAM	-0.100	28	38.983
28	825000000	256QAM	0.700	29	38.983
29	831000000	256QAM	0.500	30	40.366
30	837000000	256QAM	0.900	31	40.366
31	843000000	256QAM	0.900	32	38.983
32	279000000	256QAM	2.600	1	38.605

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	1.099998
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25300000	ATDMA - 64QAM	35.500	2	3200000
2	36996000	ATDMA - 64QAM	31.500	4	6400000
3	30596000	ATDMA - 64QAM	32.250	3	6400000
4	22100000	ATDMA - 64QAM	33.000	1	3200000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

This is a traceRouter I've been running to www.google.com for about 1-2 minutes. It's not always this bad but this is extremely common.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| hitronhub.home - 91 | 31 | 3 | 0 | 0 | 1 | 0 |
| 99.255.194.1 - 1 | 126 | 125 | 23 | 638 | 4175 | 174 |
| 8093-dgw01.lndn.rmgt.net.rogers.com - 1 | 124 | 123 | 21 | 661 | 4176 | 176 |
|0-4-0-8-cgw01.mtnk.asr9k.rmgt.net.rogers.com - 0 | 128 | 128 | 24 | 652 | 4160 | 180 |
| 209.148.230.2 - 0 | 128 | 128 | 35 | 657 | 3729 | 173 |
| 72.14.222.87 - 0 | 128 | 128 | 39 | 657 | 3734 | 173 |
| 108.170.250.225 - 0 | 128 | 128 | 33 | 659 | 3731 | 170 |
| 216.239.35.235 - 0 | 128 | 128 | 38 | 656 | 3730 | 174 |
| yyz10s14-in-f4.1e100.net - 0 | 128 | 128 | 37 | 654 | 3731 | 177 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

sorry for the formatting, first column is packet loss. When I run a traceRoute directly to the modem (192.168.0.1) it doesn't show large packetloss like that so I'm not sure what's up with that but everything else is legit

Thanks for your time and help.

[Yarr]

Week#4

Well it’s week four. I’m still waiting on a resolution. Some construction has occurred with two new approximately 3’x3’ boxes being installed on the easement up the street from me.

As far as the post above;
Maybe your neighborhood needs it’s infrastructure updated or repaired like my neighborhood?

I hope the new installation to support the infrastructure in my neighborhood is completed soon.

I look forward to Rogers resolving the issue and establishing what service they can provide to me and my neighborhood.

I’ll update again soon as I continue waiting.

☹️

[Sean51]

I was on Cable internet upto last week (CanNet Tel), and my plan was 100 up/10 down. I was using my own Asus N900 router and I could get about 90-95 mbs download speed over 5GHZ and about 10 mbs upload  on both 2.4 and 5ghz. We all know that these smaller companies are selling Rogers service if they provide the service over cable. 

Then this week, I was tempted by Rogers rep promotion and switched to Ignite 500.  Got the modem ( the white one), removed my old modem and my own router,  and hooked up the new modem  to the same coax cable the previous modem was connected to, and the whole drama started.

First thing first, using my laptop and gigabit ethernet port, the maximum speed I could get no matter what time of the day or night was about 180 mbs down/20 mbps upload.  So obviously there is a big gap between what I was sold  ( 500 ) and what I got in realty ( less than 200 mbps).

The other problem I started facing right after using the white modem/router is the speed I get over 2.4 and 5 ghz. The 5ghz signal keeps disappearing on me even if I sit literally beside modem/router. The speed on 2.4 ghz is not terrible ( 65 mbps  down / 17.5 mbps up) but if I manage to find the 5ghz signal, and connect to, the speed I get is even less than 2.4ghz signal (about 38 mbps down/10 mbps up).

So I decided to call Rogers. They checked a few things and said signal level is good and a technician needs to be dispatched. Today the technician showed up. He checked a few things, removed a splitter, replaced a coax connector and said everything else is in good shape. However after doing all these things the speed didn't change even a bit ( which to me it means what he did was not really necessary). Finally he said nothing is wrong here and another tech from maintenance department needs to come and check the main rogers box on the curb side of the street as it seems there is frequency interference !!! I asked him how come the 5ghz signal is so bad , isn't it the router that not broadcasting the signal properly? he said yes router is broadcasting the 5GHS signal but it uses different bandwidth of the cable which has problem ( I am not sure if this really makes any technical sense).

So now I am going to wait for next 2-3 weeks to get the maintenance crew come over and check the main box. Although I am not sure how come I could get 100 down/10 up through one of the small service reseller, in the same location, main big service provider like Rogers and much higher speed plan, I get less speed ???!!!

Below is what shows up in my modem docsiswan part. Can someone please have a look and comment on this?

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	4.700	7	40.366
2	855000000	256QAM	3.000	3	38.983
3	861000000	256QAM	2.700	4	38.983
4	579000000	256QAM	4.000	5	40.366
5	585000000	256QAM	4.800	6	40.366
6	849000000	256QAM	4.000	2	38.983
7	597000000	256QAM	5.100	8	40.366
8	603000000	256QAM	4.900	9	40.946
9	609000000	256QAM	5.900	10	40.366
10	615000000	256QAM	4.500	11	40.366
11	621000000	256QAM	4.200	12	40.366
12	633000000	256QAM	5.900	13	40.946
13	639000000	256QAM	5.000	14	40.366
14	645000000	256QAM	6.100	15	40.366
15	651000000	256QAM	5.900	16	40.366
16	657000000	256QAM	6.900	17	40.946
17	663000000	256QAM	7.000	18	40.366
18	669000000	256QAM	7.600	19	40.366
19	675000000	256QAM	7.200	20	40.366
20	681000000	256QAM	7.800	21	40.366
21	687000000	256QAM	7.700	22	40.366
22	693000000	256QAM	8.000	23	40.946
23	699000000	256QAM	8.100	24	40.366
24	705000000	256QAM	8.100	25	40.946
25	711000000	256QAM	7.100	26	40.946
26	717000000	256QAM	6.700	27	40.946
27	723000000	256QAM	6.900	28	40.366
28	825000000	256QAM	5.500	29	40.946
29	831000000	256QAM	6.000	30	40.946
30	837000000	256QAM	5.500	31	40.366
31	843000000	256QAM	4.500	32	40.366
32	279000000	256QAM	3.400	1	38.983

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	4.900002
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	30.750	2	6400000
2	38596000	ATDMA - 64QAM	32.750	3	3200000
3	30596000	ATDMA - 64QAM	30.750	1	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[Bhupinder-Singh]

Rogers, if you really care about you customers, then you should help me out. I recently got 1 GB service, and the speed I'm getting is too good to be true. I'm getting 50 Kb/s. So if your able to fix this then please do. Because I always thought that rogers is better than bell in so many ways, but I'm starting to have second thoughts.

[Datalink]

@Bhupinder-Singh how are you connecting to the modem, via ethernet or wifi?

Are you running the new Ignite TV system which uses an XB6 modem?

Or, do you have the white Hitron CODA-4582 modem.  

The modem models are either located on the bottom of the modem, or on the back of the modem.  In either case, there should be a product sticker indicating what modem you have.