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Rogers Ignite Gigabit Very... very Slow Speeds

ToxikRick
I Plan to Stick Around

I live on the Hamilton Mountain, and I just subscribed to Rogers from Bell. My Rogers speeds on Gigabit have never been more than 45-50mbs. Mostly, it's 10-24mbs. Rogers speed tests usually show 900mbs-1gbs, but speedof.me shows 300mbs. MY wifi shows no more than 37mbs-72mbs.

 

I got to the point of having a tech come out, and he did a bunch of speed tests and said there wasn't an issue. He said I will never get more than 50mbs with the 2.4ghz, and I would have to go on 5g. I tried that when he left, and same speeds... until it dropped. Now I'm going from no service, to 10-15mbs. Even Rogers speed test is showing 30mbs-57mbs now.

 

I'm at a loss... hoping for help here. Anyone else experiencing these issues in my area?

 

I will post this just in case... as I've seen it posted by others:

 

 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM 6.000 11 35.780
2 849000000 256QAM 7.700 2 35.780
3 855000000 256QAM 6.700 3 35.595
4 861000000 256QAM 6.100 4 35.595
5 579000000 256QAM 4.800 5 35.595
6 585000000 256QAM 5.100 6 35.595
7 591000000 256QAM 5.400 7 35.780
8 597000000 256QAM 5.900 8 35.780
9 603000000 256QAM 5.700 9 35.780
10 609000000 256QAM 5.900 10 35.595
11 303000000 256QAM -0.100 1 37.356
12 621000000 256QAM 6.100 12 35.595
13 633000000 256QAM 6.200 13 35.780
14 639000000 256QAM 6.100 14 35.595
15 645000000 256QAM 6.300 15 35.780
16 651000000 256QAM 6.000 16 35.780
17 657000000 256QAM 6.300 17 35.780
18 663000000 256QAM 6.300 18 35.780
19 669000000 256QAM 6.900 19 35.595
20 675000000 256QAM 6.800 20 35.780
21 681000000 256QAM 7.200 21 36.387
22 687000000 256QAM 7.200 22 36.387
23 693000000 256QAM 7.100 23 35.780
24 699000000 256QAM 7.000 24 36.387
25 705000000 256QAM 7.100 25 36.610
26 711000000 256QAM 6.800 26 35.780
27 717000000 256QAM 7.000 27 35.780
28 723000000 256QAM 6.500 28 35.780
29 825000000 256QAM 6.700 29 35.595
30 831000000 256QAM 7.100 30 35.780
31 837000000 256QAM 7.600 31 35.780
32 843000000 256QAM 7.500 32 36.387
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 248600000 YES YES YES 1.299999
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 36996000 ATDMA - 64QAM 41.500 3 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

 

*Added Labels*

88 REPLIES 88

Re: Rogers Ignite Gigabit Very... very Slow Speeds

JohnWH54
I've Been Here Awhile

Very, very slow and getting worse. Why is this happening and why are some shows suddenly unavailable?

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Hey @JohnWH54!

 

Can you be more specific regarding what you're experiencing? We'd love to assist however we can, we'll just need more details.

 

Have you run a speed test with a one wired connection as well as one wireless connection at the same time?
What were the speed test results from those devices?

Can you confirm which show's you're referring to? Is this OnDemand? Through the IgniteTV app? Within the home or outside?

 

Thanks!

 

@RogersAndy

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
Oh my.

I’m running BELL

As ROGERS was unable to hook up my 1 gigabit service. I luckily still had not returned my BELL equipment yet.

It started when I had ROGERS come in to replace bell 50meg connection. They came to install on a Saturday Nov 2, 2019.
Wi-Fi 500meg
Hardline from ROGERS modem to technicians laptop...200-300meg?

Tech couldn’t figure it out. ROGERS couldn’t figure it out?

Second tech comes on Sunday Nov 3, 2019
Replaced modem kills tv and internet and says I need to wait 6-8 hours to get ticket resolved it’s a back office issue to authorize the new serial number and modem????

So I hooked up BELL again while I wait for ROGERS to figure out how to resolve the issue...?

Reading theses posts it seems to me Rogers offers and charged for a product it cannot provide?

Majority of people never test and never know...is ROGERS ripping of the public?

So I’m also part of CRTC white box program...lol

Wonder what CRTC will say to Rogers?

Oh my what a ridiculous situation

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
It’s now been 12 hours since the ticket was sent that was supposed to be resolved in 6-8 hours?

Watching BELL while I wait for Rogers ?
Maybe tomorrow they will fix it?

Very dissatisfied

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Gdkitty
Resident Expert
Resident Expert

There are people on here, who have 500 and 1g service.. so rogers as a whole IS able to provide it.

Each persons house, scenario, etc might be different though.

500meg over wifi? Thats pretty good.  I really wouldnt expect much better than that, without going with really HIGH end equipment (your talking $400+ worth of router and wireless cards, etc)

Wireless though.. is a little odd.  But again hard to tell, who knows how/whats up with his laptop?  
Wired SHOULD normally be higher.  
I am on 500mbps service, and can regularly speed test at 560+

(the whole replacing/not re configured thing... thats a whole other kettle of fish... 😞 )



Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
Understood

It’s now Monday still no connection for internet or TV. I received an automated phone call issue is under investigation.

I called my consierge and I’m awaiting a call back.

I realize there are limits to homes and scenarios and such. However, when the technician running several speed tests including the Rogers speed test cannot get above 300meg on a 1 gig service and has no idea why....and tech at Rogers has no idea why ...??? Tech says everything looks fine to the technician they sent to my home (who is on speaker with them) and he tells them it’s only 200-300 and they argue about his laptop? The. They decide to switch the modem....wait 6-8 hours? Turns into a couple days?

Really? His laptop? Seriously if they don’t even trust the technicians they send out who have the same results???

Uhm wow!

I really hope Rogers has not had to take three days or more to provide service to other customers?

My consierge just called. I’m on hold.

I’ll post back any results and resolutions.

My consierge is very professional.

Thank you for replying to my post

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
Update:

I was asked by the consierge to speak to Tech. She transferred me over. The technician said the ticket was being held up due to a glitch. He cancelled the ticket and opened a new ticket.

Now I wait 24-48 hours for the new ticket to get resolved. ROGERS will call and text when the new ticket is resolved.

Once this new ticket is resolved to authorize the modem I am to call ROGERS back to arrange yet another technician to visit my home to finish the setup....

....so I wait....

I’ll update again soon

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
Update:

So now it’s over a week.

Still getting robo calls ticket is delayed.

A telecom company has surveyed the street I’m on to lay fiber optic cables?

Received a bill via e-mail ? Yep one week still waiting on connection and final install to work and I get a bill ....oh, and the bill is wrong! The bill is way over the agreed upon deal????

I’ll call and update my consierge rep today.

I’ll inquire as to when technicians will be out to finish the installation.

I’ll update again soon.

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
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 .

Re: Rogers Ignite Gigabit Very... very Slow Speeds

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

Re: Rogers Ignite Gigabit Very... very Slow Speeds

toolcubed
I'm a Senior Contributor
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!

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
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...

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
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....

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Mike127
I've Been Around

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-0.300738.983
2855000000256QAM0.400338.983
3861000000256QAM-0.200438.983
4579000000256QAM-0.600538.605
5585000000256QAM-0.200638.983
6849000000256QAM0.900238.983
7597000000256QAM0.500838.983
8603000000256QAM0.500938.983
9609000000256QAM0.0001038.605
10615000000256QAM-0.6001138.605
11621000000256QAM-1.4001238.605
12633000000256QAM-2.0001338.983
13639000000256QAM-2.2001438.605
14645000000256QAM-1.1001538.605
15651000000256QAM0.0001638.983
16657000000256QAM1.0001738.605
17663000000256QAM1.2001838.605
18669000000256QAM0.1001938.983
19675000000256QAM-1.7002038.983
20681000000256QAM-2.6002138.605
21687000000256QAM-3.0002238.605
22693000000256QAM-2.5002338.605
23699000000256QAM-1.9002438.605
24705000000256QAM-0.9002538.605
25711000000256QAM0.3002638.605
26717000000256QAM0.9002738.983
27723000000256QAM-0.1002838.983
28825000000256QAM0.7002938.983
29831000000256QAM0.5003040.366
30837000000256QAM0.9003140.366
31843000000256QAM0.9003238.983
32279000000256QAM2.600138.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES1.099998
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125300000ATDMA - 64QAM35.50023200000
236996000ATDMA - 64QAM31.50046400000
330596000ATDMA - 64QAM32.25036400000
422100000ATDMA - 64QAM33.00013200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

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.

 

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Yarr
I Plan to Stick Around
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.

☹️

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Sean51
I've Been Around

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM4.700740.366
2855000000256QAM3.000338.983
3861000000256QAM2.700438.983
4579000000256QAM4.000540.366
5585000000256QAM4.800640.366
6849000000256QAM4.000238.983
7597000000256QAM5.100840.366
8603000000256QAM4.900940.946
9609000000256QAM5.9001040.366
10615000000256QAM4.5001140.366
11621000000256QAM4.2001240.366
12633000000256QAM5.9001340.946
13639000000256QAM5.0001440.366
14645000000256QAM6.1001540.366
15651000000256QAM5.9001640.366
16657000000256QAM6.9001740.946
17663000000256QAM7.0001840.366
18669000000256QAM7.6001940.366
19675000000256QAM7.2002040.366
20681000000256QAM7.8002140.366
21687000000256QAM7.7002240.366
22693000000256QAM8.0002340.946
23699000000256QAM8.1002440.366
24705000000256QAM8.1002540.946
25711000000256QAM7.1002640.946
26717000000256QAM6.7002740.946
27723000000256QAM6.9002840.366
28825000000256QAM5.5002940.946
29831000000256QAM6.0003040.946
30837000000256QAM5.5003140.366
31843000000256QAM4.5003240.366
32279000000256QAM3.400138.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES4.900002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM30.75026400000
238596000ATDMA - 64QAM32.75033200000
330596000ATDMA - 64QAM30.75016400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.0000

4K

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Bhupinder-Singh
I've Been Around

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.

Re: Rogers Ignite Gigabit Very... very Slow Speeds

@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. 



Re: Rogers Ignite Gigabit Very... very Slow Speeds

I subscribeb last week for 1gb internet and so far the fastest I've seen is 320mb. My average is 80mb....need help to rectify this please. I connect directly to the modem and use Rogers speed test to get the numbers. I should only pay for 25% or less.

Re: Rogers Ignite Gigabit Very... very Slow Speeds

Hello, @M5driving.

 

Welcome to Rogers Community Forums!

 

Thank you for posting your concern in the Community. It's great that you are testing the speed on a wired connection. Before subscribing to 1 Gbps package, what package were you having? Can you provide a few details of your computer/laptop?

 

We can also look into analyzing the signal levels at the modem. Please log in to your modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections.

 

We look forward to hearing from you. 

 

Cheers,
RogersMoin

Re: Rogers Ignite Gigabit Very... very Slow Speeds

mscottr
I've Been Here Awhile

Hi... I am also getting slow speeds, but better than some comments I've seen here.  I switched from Rogers Ignite 150 to ignite gigabit 2 days ago.  I've been getting wired connection speeds up to just less than 500Mbps, and wireless speeds of 450Mbps.  I will include a copy of my modem info, hopefully someone can help me out!  Thanks...

 

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-6.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
113696000ATDMA - 64QAM31.25016400000
236996000ATDMA - 64QAM32.50046400000
330596000ATDMA - 64QAM32.50036400000
423700000ATDMA - 64QAM31.25026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K