Rogers Ignite Gigabit Very... very Slow Speeds

[ToxikRick]

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*

[Datalink]

@mscottr can you post the upper signal section of that table.  That resides just under the Downstream Overview line and contains the data for the DOCSIS 3.0 channels (1 to 32).

What are you using for a test platform, a desktop or laptop?  Have you ever seen that desktop or laptop run over 900 Mb/s?  Typically you would see around 940/950 Mb/s on the downstream side, 32.8 / 32.9 Mb/s on the upstream side on a desktop or laptop that is capable of supporting those data rates. 

[mscottr]

Morning;

     I am using a desktop PC;   and not sure how to ascertain it's capabilities as far as the data downstreaming speed.  Herer is a copy of the complete table.  I have tested the speeds through Ookala(both the Rogers version, and the Ookala website).  The test results came out the same.  The upload speed is in the 30 - 35Mbps range.  Thanks!

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	597000000	256QAM	-5.500	8	38.605
2	849000000	256QAM	-6.800	2	37.356
3	855000000	256QAM	-6.600	3	37.636
4	861000000	256QAM	-7.000	4	37.356
5	579000000	256QAM	-5.200	5	38.605
6	585000000	256QAM	-5.200	6	38.605
7	591000000	256QAM	-5.500	7	38.605
8	279000000	256QAM	-6.600	1	38.983
9	603000000	256QAM	-5.400	9	38.605
10	609000000	256QAM	-5.500	10	38.983
11	615000000	256QAM	-5.400	11	38.605
12	621000000	256QAM	-5.300	12	38.605
13	633000000	256QAM	-5.300	13	38.983
14	639000000	256QAM	-5.000	14	38.983
15	645000000	256QAM	-5.000	15	38.983
16	651000000	256QAM	-5.100	16	38.605
17	657000000	256QAM	-5.200	17	38.605
18	663000000	256QAM	-5.300	18	38.605
19	669000000	256QAM	-5.300	19	38.983
20	675000000	256QAM	-5.300	20	38.605
21	681000000	256QAM	-5.800	21	37.636
22	687000000	256QAM	-5.900	22	38.605
23	693000000	256QAM	-5.700	23	38.605
24	699000000	256QAM	-5.600	24	38.605
25	705000000	256QAM	-5.700	25	38.605
26	711000000	256QAM	-5.900	26	37.636
27	717000000	256QAM	-5.500	27	38.605
28	723000000	256QAM	-5.600	28	38.605
29	825000000	256QAM	-5.900	29	38.605
30	831000000	256QAM	-5.900	30	38.605
31	837000000	256QAM	-6.200	31	37.636
32	843000000	256QAM	-6.700	32	37.356

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	275600000	YES	YES	YES	-6.500000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	13696000	ATDMA - 64QAM	31.250	1	6400000
2	36996000	ATDMA - 64QAM	32.500	4	6400000
3	30596000	ATDMA - 64QAM	32.500	3	6400000
4	23700000	ATDMA - 64QAM	31.250	2	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

[Datalink]

@mscottr do you happen to have more than one type of service running, as in Home Phone and Cable TV service as well?  

Can you have a look at the incoming cable into your home and see if there is a splitter installed to run multiple services and if so, post the model number of the splitter.  That model number is found on the face of the splitter.  I'd also like to know, if possible, what port the modem is connected to.  It should be the -3.5 dB port.  

Where this is going is that all of your downstream DOCSIS 3.0 (channels 1 to 32) are low.  Survivable but low.  However the modem isn't using those channels.  Its using the OFDM channel for its downstream data, which should still be ok.  

The upstream channels are ok.  They're where I would expect them to be.  

So, just looking for a little more data.  

When and if you have time can you call tech support and ask the Customer Service Rep (CSR) for the following data:

1.  the OFDM channel signal power level

2.  the OFDM channel signal to noise ratio

3.  the OFDM channel QAM level

That data isn't presented in the user interface, but, they will indicate whether or not the modem is running at its highest data rate.  The QAM level should be 1024, in order run the max data rate.  Anything less than that will indicate a problem in the lower 500 Mhz range of your cable system.  If the CSR treats this like a national secret and won't tell you, please let me know.  That either means that the CSR doesn't know where that data is in their display system, or that he or she is just blowing off your request.  

Without that info, the majority of the data in the data table in the modem is meaningless, unfortunately.  

Can you also have a look at the following Microsoft doc:

https://docs.microsoft.com/en-ca/windows-server/networking/technologies/network-subsystem/net-sub-pe...

Bring up a command prompt and type in:

netsh interface tcp show global

Within the data, you should see this:

Receive Window Auto-Tuning Level : normal

If that is off, it should be set to normal or experimental.  

Using a command prompt with Admin rights, type in:

netsh interface tcp set global autotuninglevel=normal

Reboot the pc if you had to change the autotuninglevel.  

With the autotuning level at normal or experimental, and the OFDM channel QAM running at 1024, you should be good to go.  If you still see slow data rates, that implies that your one of hundreds if not thousands of users who are seeing slow data rates, latency and packet loss with their service.  Thats been seen in the Rogers network since January and Rogers is radio silent as to the cause.  This also affects TPIA customers as well.  This is mainly around th GTA and surrounding areas.  

To run a speedtest, use the www.speedtest.net Toronto, Montreal or Moncton Rogers servers, whichever is closer.  Change the test server and when the entry window comes up, enter Rogers, to see the various Rogers test servers.   You can also use:  https://www.rogers.com/customer/support/article/internet-speedtest

[mscottr]

Hi, I do have a splitter supplying cable to the Modem, with the other supplying TV.  Model info:  Antronix 2-way splitter 5-1218MHz CMC4002H both outputs read -3.5db OUT.   My modem does not appear in the device manager on the pc, which I find odd!(so I don't know what port it is connected to) Running windows 10, latest version.  I will contact the helpline today, and ask after the information you suggested.  I currently am booked for an onsite visit on Saturday, but I'm not putting much faith in that, as they are not actually entering any homes now, as covid protocol, and can only run testing external to the building.  They may leave me new equipment to install.  I have also checked the system on the PC, and it is gigabit compatable.  

Thanks,

Scott

[Datalink]

@mscottr please read thru my post above as I've added some additional instructions.

[mscottr]

Well, the "Receive Window Auto-Tuning Level : normal" in command prompt was set properly, not requiring change.

  The Ookala speed test is what I normally use; the rogers server gave a result of 600Mbps, while the Bell server returned 400Mbps;  The Rogers server failed on the uplaod test; citing either firewall issues, or server problems.  The Bell server had no trouble bringing back an upload result of 32Mbps.  It looks as though I am in that group that you mentioned, which are simply not receiving the speeds that they are paying for. 

I will call Rogers cust. service later on, and try and obtain the other information that you suggested.  Thanks again for your help, much appreciated from someone who is much less than tech savvy. 

[emodz]

I am definitely one of the thousands with bad gigabit service since January. My speedtests have never gone above 126mb/s and the upload is an awful 3mbit/s so I am getting a 10th the speed Im supposed to on upload and download. And if I use the speed test on roger's site I get 55mbit download... it's just awful.

[RogersTony]

Hello, @emodz

Welcome to the Rogers Community Forums!

I can imagine how disappointing it is to only get a fraction of the speeds you are supposed to be getting for your internet service. This is definitely not the experienced we have envisioned for you.

We'd like to help you resolve your speed issues and improve your experience. We'll need a bit more information to better assist you.

• Are you connecting via Ethernet or Wi-Fi when the speed tests were done? If Ethernet can you confirm the rating of your Ethernet cable? If Wi-Fi, are you mainly using 2.4G or 5G Wi-Fi?
• Do you notice slow speeds on all of your devices tested? How many devices are connected to the internet on average?
• Are you connecting to the Rogers Gateway Modem or are you using your own router?

We look forward to your response!

RogersTony

[emodz]

Ethernet direct to the rogers gateway modem with cat 7 cable. I used to get pretty consistent gigabit even on speed tests before but this year it is not the case. I tried another speed test today from speedtest.net and also using the speed test on rogers page and both show around 130mb/s with an upload of only 3. Also the ping has very high consistent jitter of around 40ms. Not sure what has changed this year as prior it was always running just fine.

Hopefully we can get this issue resolved! If gigabit service isn't possible right now then there's no point in paying for it.  I'll gladly switch my plan to a cheaper 100mbit if that's all I can reasonably get.

[RogersTony]

Hello again, @emodz 

Thanks so much for providing us with that info!

We'd like to take a closer look at this for you and run some tests on your equipment to see if there are any signal issues affecting your line or in your area that could be causing the poor speeds.

Please send a private message to @CommunityHelps  so we can load up your info and get started. Not familiar with our private messaging system? No worries, Click Here.

RogersTony

[sesinger]

I have the same problem as @mscottr. I upgraded to 1GB from 150MB but an receiving nothing close to the advertised speed. Below is the chart of my tests and Docsis printout. Any assistance would be appreciated.

Gateway Mode

Connection             Test 1         Test 2            Test 3
Ethernet 4582       32/447/31 30/453/31    41/418/32
5 Ghz                      34/229/27 39/402/30     36/306/26
2.4 Ghz                   40/92/31   57/73/30       37/76/18


Bridged to Archer C9 Router

Connection            Test 1           Test 2            Test 3
Ethernet 4582        36/89/16    32/150/28   17/514/30
Ethernet C9            13/192/30  31/258/19   18/200/30
5 Ghz                       13/231/32  13/465/32   18/429/32
2.4 Ghz                    14/73/32     31/78/32     31/77/32

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	2.000	10	37.636
2	849000000	256QAM	-11.000	2	33.063
3	855000000	256QAM	-11.400	3	32.676
4	861000000	256QAM	-12.400	4	31.994
5	579000000	256QAM	3.000	5	37.636
6	585000000	256QAM	2.800	6	37.636
7	591000000	256QAM	2.300	7	37.356
8	597000000	256QAM	2.400	8	37.636
9	603000000	256QAM	2.000	9	37.636
10	303000000	256QAM	1.000	1	37.356
11	615000000	256QAM	2.000	11	37.356
12	621000000	256QAM	1.900	12	37.636
13	633000000	256QAM	2.000	13	37.356
14	639000000	256QAM	1.600	14	37.356
15	645000000	256QAM	1.600	15	37.636
16	651000000	256QAM	1.400	16	37.356
17	657000000	256QAM	1.100	17	37.356
18	663000000	256QAM	0.800	18	37.356
19	669000000	256QAM	0.600	19	36.610
20	675000000	256QAM	0.300	20	37.356
21	681000000	256QAM	-0.400	21	36.387
22	687000000	256QAM	-0.600	22	36.610
23	693000000	256QAM	-0.600	23	36.387
24	699000000	256QAM	-1.200	24	36.387
25	705000000	256QAM	-1.100	25	36.610
26	711000000	256QAM	-1.100	26	36.610
27	717000000	256QAM	-1.500	27	36.610
28	723000000	256QAM	-1.200	28	37.356
29	825000000	256QAM	-9.400	29	34.346
30	831000000	256QAM	-9.800	30	33.834
31	837000000	256QAM	-10.000	31	33.834
32	843000000	256QAM	-10.800	32	33.063

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	290600000	YES	YES	YES	1.000000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	37.750	4	6400000
2	22100000	ATDMA - 64QAM	40.500	1	3200000
3	30596000	ATDMA - 64QAM	37.500	3	6400000
4	25300000	ATDMA - 64QAM	40.750	2	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

[gbowering]

We have been on Ignite Gigabit since January 2, 2020 and have yet to see download speeds above 500 (usually much lower).  Sometimes our ping time to Discord or League of Legends is abysmal - almost unusable.  Our Zoom calls regularly get dropped due to poor connectivity.  Have been on the phone and in numerous chats with Rogers service, but so far no progress.

Please help!

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
DHCP Lease Time	😧 07 H: 00 M: 00 S: 00

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-0.700	7	36.387
2	855000000	256QAM	-2.700	3	33.957
3	861000000	256QAM	-3.500	4	33.487
4	579000000	256QAM	-0.900	5	36.387
5	585000000	256QAM	-1.000	6	36.387
6	849000000	256QAM	-2.200	2	34.346
7	597000000	256QAM	-1.000	8	36.387
8	603000000	256QAM	-1.400	9	36.610
9	609000000	256QAM	-1.200	10	36.387
10	615000000	256QAM	-0.800	11	36.610
11	621000000	256QAM	-0.900	12	36.610
12	633000000	256QAM	-1.700	13	36.387
13	639000000	256QAM	-1.600	14	36.610
14	645000000	256QAM	-1.800	15	36.387
15	651000000	256QAM	-1.900	16	36.610
16	657000000	256QAM	-1.700	17	36.610
17	663000000	256QAM	-1.600	18	36.387
18	669000000	256QAM	-1.600	19	36.387
19	675000000	256QAM	-1.500	20	36.610
20	681000000	256QAM	-1.000	21	36.387
21	687000000	256QAM	-0.700	22	36.387
22	693000000	256QAM	-0.900	23	36.387
23	699000000	256QAM	-1.000	24	36.387
24	705000000	256QAM	-1.000	25	36.610
25	711000000	256QAM	-0.900	26	37.356
26	717000000	256QAM	-1.300	27	36.610
27	723000000	256QAM	-1.300	28	36.610
28	825000000	256QAM	-2.400	29	35.084
29	831000000	256QAM	-2.200	30	35.084
30	837000000	256QAM	-2.000	31	34.926
31	843000000	256QAM	-1.900	32	34.484
32	279000000	256QAM	1.300	1	37.636

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	0.799999
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	33.250	4	6400000
2	22100000	ATDMA - 64QAM	36.250	1	3200000
3	30596000	ATDMA - 64QAM	33.500	3	6400000
4	25300000	ATDMA - 64QAM	36.250	2	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

[RogersMoin]

Hello, @sesinger & @gbowering.

Welcome to Rogers Community Forums, and I hope you all are staying well and safe!

Thank you for posting your speed issue and the signal levels in the Community. 

@sesinger - Before upgrading to 1 Gbps package, were you getting full speed on 150 Mbps package? Are you testing the speed on a wired connection? Have you tried testing the speed on multiple devices both wired and wireless?

@gbowering - It's disappointing that numerous contacts with us haven't resulted in a resolution. Do you have an open ticket for this issue?

We can further run a few tests for you both, please feel free to send us a private message at @CommunityHelps. You can find details about our private messaging in this blog. 

Cheers,

RogersMoin

[gbowering]

My kids were complaining about latency during gaming, which is why we upgraded to gigabit in the first place. I though we might need a bigger pipeline. Since we switched At the beginning of January our speed has remained consistently bad. I just ran a Speedtest.net test and got 67.93 Mbps down and only 1.70 up.
Definitely a serious discrepancy between what we are paying for and what we are getting.

[grgffggdgfdgfdg]

Rogers has been the worst for this. Internet keeps dropping connection, have to reset the modem multiple times a week just to maintain a stable connection. Speeds barely break 100 mbps download. There is no excuse, I have had Bell in the same building and unit and always got speeds of 800+ on their Gig connection (which I am completely fine with) and consistent connection. Only switched to Rogers for the promo but now it seems not to be worth it. I would rather pay the extra $ with Bell and receive the product I want. 

[gbowering]

After months of complaining, I did get manage to convince Rogers that there was a problem. We did have a technician run a new wire to the house and apparently Rogers installed another node in our neigbourhood.

Speedtest.net just recorded a download speed of 29 Mbps and an upload speed of 5.6

Sometimes we get close to what we are paying for, but it's very, very rare.

Believe me, if I could get Bell gigabit in my neigbourhood, I would leave Rogers and never look back.

[mapplewh]

same issue here... I was on phone with a tech he said he was getting 1gb... my tests WIRED are getting max 30mbs.  are we getting ripped-off

[mapplewh]

I get the same problem.  was no phone with a tech... he did a factory reset on modem and max I got was 30 mbs.  this has been a know problem at rogers and they have not said anything.  this is a very poor service

[RogersNiki]

Good morning @grgffggdgfdgfdg, @gbowering, @mapplewh!

If you're encountering slow speeds such as this, you've come to the right place for help. We'd like to run some diagnostics for you so that we can get to the bottom of this issue.

Please send us a PM @CommunityHelps about your concern and we will be happy to look at the situation.

if you are not familiar with the PM process, you can find the instructions here.

Regards,

RogersNiki

[Stealthian]

Rogers is a HUGE rip off and though I have been loyal for over 10 years, this is the final tipping point, unless they somehow turn around this extremely slow internet issue. 

I upgraded from 500MBps to 1Gig in May 2020 but the highest I can get directly connected to the Hitron CODA 4582 Modem is 190MBps!!!!! This is with nothing else connected to the modem and wifi disabled. It has been degrading over time but from January 11th 2021 to now, I have experiencing slow internet speeds severely impacting me working from home because attending meetings (Zoom, FaceTime, Microsoft Teams, WhatsApp audio), keeps freezing the audio, video or both for 5 seconds every few minutes.

The modem has been replace 3 times and the connection from the house to the pole also replaced 3 times, due to internet connections dropping every couple weeks, but this has stabilized now after filing a complaint. 

Talked to two Rogers technicians about the recent speed issues and the following was done:

• Rebooted modem and directly connected MacBook Pro to the modem top port with a Cat 6 cable and tested speed
• Modem was factory reset, disconnected all other devices and tested speed 
• Escalated to supervisor after the first technician went dead for 10 minutes and was not answering me
• Supervisor wanted to send a technician onsite but finally after explaining all that i have gone through and the fact that I have never gotten the speed I have been paying for from May 2020 to now, the ticket has been escalated and they should get back to me within 48 hours
• House internal network is Ubiquiti Unifi with UAP-AC-Pro access points on each floor, two network switches US-8-60W and 7 x Cat 6 wired ethernet ports

I believe Rogers is ripping me off by charging me for 1 Gig but only provisioning me with 200MBps. 

If anyone has any suggestions on what else can be causing this, I would greatly appreciate it. 

If this is not fixed within 48 hours, I will file a complaint to the office and if that does not get the issue resolved, I will do like others within this forum and just SWITCH TO BELL  (Though with COVID-19, I do not want anyone coming into the house).

[Babylegs1]

My neighbour just switched from Bell to Rogers 2 weeks ago because of the slow internet. I think the congestion with covid is causing internet issues with all providers