Rogers Ignite Gigabit Very... very Slow Speeds

[Mufeedf]

Sorry for the long post, just trying to be as detailed as possible for you to be able to analyze the problem. Same issue as everyone else on the 1Gb speed. Not getting advertised package speed. Below are the details for the issue and the tests performed:

Note: I do not have the downstream and upstream stats as I will be switching the modem today.

• Hardware used for the tests: 3 different laptops, a desktop, 2 cell phones. All devices are between 4-1 years old (so they support 5G signal).
• Test performed: ran the speed tests many times (6-10 times) on each individual device separately. 3 speed sites per device for comparison (on speedtest.net, Fast.com, google speed test). All tests were performed
• Laptop 1 - with Ethernet cable (Cat5e and Cat6 were used): speeds between 160-210Mbps. Network card is gigabet capable.
• Laptop 1 - on wifi: same above result.I got 300 once only.
• Laptop 2 - on Ethernet and wifi: same above results.
• Dekstop: same result.
• 2 cellphones: same result.
• Laptop 3 (the newest) no Ethernet port, wifi only: speeds between 350 -500Mbps.
   
• For the 2nd test, I connected 2 devices at the same time, and ran the speed tests simultaneously. Result was 200/2 = 100Mbps per device. Or 160 on one, and 5 on the other…etc. basically the added up to 200-210 collectively.

That’s right, 500Mb on wifi, but 200 on Ethernet. It made no sense to anyone (including tech support). Even if the laptop had AC wireless (not sure if it does), this is not testing the transmission rate between the laptop and the router, but the download and upload speeds from the internet, in which case Ethernet should be king (not wifi).

Called tech support twice. The first one acknowledged that something is not right with the connection (from his end) and scheduled a tech. Tech shows up, plugs his "$500" testing tool, and says "look its showing 900" and leaves. He ofcourse tells my wife the generic stuff about number of devices connected, location of wifi, interference…etc, even though none of these were factors in my tests. All tests performed with a max of 2 devices connected at the same time, nothing streaming or anything, same room as modem, wired and wireless.

2nd call with tech support, he acknowledged that something is not right as well (after all the standard troubleshooting, factory reset…etc), especially if I am getting higher speed on wifi than wired. Also something is not right if only 1 wireless device is capable of hitting 450-500, when a wired device couldnt. so he advised to change the modem/router.

Getting my modem replaced today, but I have a feeling this will change nothing. What I would like to note is since this move is mandated by our condo board starting this month, what will happen when all 150 units are on the same plan, potentially same line??

Note: please don’t say that it is advertised for "up to 1Gbps" speed. Because this would imply that the consumer is an idiot (excuse my language) and that he is being taken for a ride. If we use that language, then might as well give consumers 1Mbps speed and say "well we advertise that it is UP to 1Gbps, so it can be anything from 1-1000". I do not even expect to get 800Mbps, but barely reach only 200 on a wired connection, with only 1 device connected to router (let alone wireless), is not reasonable.

[nbalusani]

I agree with you. I am having the same issue as you and I live in condo with over 200 apartments. Might be sharing the single line  and causing this issues. Tech guy come and tested told this as well. But Technical department does not agree  with this and they advertise speeds.

[os3rules]

Hi - I have the Gigabit Internet and I am getting slow(ish) speeds, nothing has been over 400 Meg for months now.  I am not ready to blame the modem (yet) because I suspect that there may be more to this. 

Firstly, I have 3 computers on my network - my desktop, a media server, and my laptop. 

The desktop is my working system and I have used it to measure my internet speed for over a year now.  My speed has reduced to the point where my average speed for Aug 2019 was 277.34 Meg (all measurements taken with Speedtest - multiple times with the best one recorded).

Recently, I started measuring the internet speed on my laptop and on the server.  Since these are "smaller" systems I have been using EDGE with fast.com to do the measurement. 

The laptop was showing speeds of 500-600 Meg and the server got as high as 1.7 Gig !!  This seems ridiculous.

The issue is that the laptop and server seem to have faster speeds than my desktop when they are all connected to the same switch and thus to the same router.

So - on the desktop I; switched ports, changed the cable, updated the drivers, etc. and it made no difference at all.

I'm stumped. I realize that the measurements with fast.com may not be reliable, but I have a year of measurement using speedtest, and my internet speed keeps getting slower.  My only thought now is that the network card in the desktop needs to be changed in order to get faster speeds.

Any help would be appreciated. Thanks in advance.

[RogersAndy]

Hey @os3rules!

I've been in quite a similar boat myself! Seeing the PC I was gaming with for so long have speeds begin to depreciate over time, despite no changes when other devices in the home were working just fine. It can be difficult to troubleshoot but I'm hoping the steps I took to resolve it can help you.

After several months of monitoring I noticed the speeds were dropping not long after OS upgrades. In the end, the issue was related to generic network drivers installed after the Creator's Update for Windows 10. I visited the manufacturer's website for my motherboard and did a clean install of their drivers, factory reset my modem and voila, problem solved. Went from getting 350 Mbps max to over 860 Mbps.

Hoping this helps, though I will admit it's not the only fix available for single device experiencing low throughput, just my experience. Perhaps there are others in the Community who've experienced the same issue have managed to isolate a different source for the problem.

@RogersAndy

[HutchFam]

I Just had the new ignite internet and tv service installed in my house and i didnt realize that my internet would be worse. Was on 500 mbps and i got that on wifi and about 200-300 wired depending on traffic. Now im getting 200 mbps on wifi and less that 20-30mbps wired. Have done some research and inthink the MoCA will work hut i noticed that the modem from rogers isnt MoCA enabled. So i would need to buy the Adapter but does rogers provide this service along with the ignite so that i can have a wired home network aswell?

[RogersAndy]

Hey @HutchFam!

Seeing much lower than anticipated speeds through a wired connection like that would come as a shock to me as well :O! MoCA is not enabled on our XB6/t modem's and we don't provide an adapter for this functionality. However we can definitely take a look at what's going on to see why your speeds are as low as they are. To begin can you confirm the following for us?

• Are you using your own router within the home? Or is this connected direct to the XB6 modem?
• Are you experiencing this on one wired device or multiple?
• Is the device you're running the speedtest with a Gigabit capable device? Can you provide the model of the device?
• Are you running your speed test on speedtest.net, dslreports, fast.com or Rogers speedcheck?

Thanks so much!

@RogersAndy

[Datalink]

@HutchFam can you provide a few more details please.  If you previously had a black Hitron modem and now have one of the XB6 modems, then you went from a DOCSIS 3.0 modem to a DOCSIS 3.1 modem.  The original DOCSIS 3.0 modem would have used bonded 6 Mhz channels with frequencies above 500 Mhz on the downstream side.  The DOCSIS 3.1 modems are currently using an Orthogonal Frequency Division Multiplex (OFDM) channel which ranges between 275 Mhz and 500 Mhz.  Thats on the download side.  

In all cases, the modems use a DOCSIS 3.0 upstream bonded channel configuration ranging in the 15 to 50 Mhz range.  

So, if thats the situation that you're in, changing from the black Hitron modem to either the Arris or Technicolor XB6 (as indicated on the bottom of the modem), then you've literally changed the transmit/receive technology type in use and changed frequency bands as well.  The DOCSIS 3.1 modem should in theory provide better service, but, with any newer technology there have been issues with its introduction by Rogers.  If this is the situation that you find yourself in, then the OFDM channel isn't providing the performance that is required to support the modem, or, the OFDM processing in the modem isn't doing its job.  In either case, you need to chat with tech support.  Ask the tech to run a signal check on the modem and ask specifically if the OFDM channel data is within specification.  Advise the tech that your seeing low "wired" data rates from the modem, where the previous modem was running as expected.  I suspect that the tech might not appreciate or really understand the significance of the change in technology or frequency band.   Personal opinion, you need a tech visit to inspect the external cable and its connectors, paying specific attention to the performance of the lower 500 Mhz band of the cable system.  

Now, if you went from the white Hitron CODA-4582 modem, which was already using OFDM on the downstream side, to an Arris or Technicolor XB6, and your seeing a drop in performance, that points to an OFDM processing issue within the Arris or Technicolor XB6, in which case, I'd be looking for a tech visit as indicated above, and a potential modem swap to the other modem model.  Note that the Technicolor modem should be the better choice between the two modem models.  There have been changes in the Hitron 4582 firmware to improve the processing of the OFDM channel, so its highly likely that the same changes have not been made to the Arris or Technicolor XB6.  Hitron and Rogers have put in a great deal of effort since the release of the 4582 modem to stabilize the 4582's OFDM operation, so, I'd expect Hitron to be ahead of the game, compared to Arris or Technicolor.  If thats the case, then your cable system, from the local tap to your home might need some tlc to improve the lower 500 Mhz performance in order for either the Arris or Technicolor modems to operate properly. 

In terms of MoCA networks, you would have to do that yourself, but, its not difficult.  MoCA 2.0 adapters such as Adaptec's model are probably the best way to go at the present time.

https://www.actiontec.com/products/home-networking/ecb6200/

There is a newer more capable version out from what I understand, but I believe that's only being release to ISPs.  I don't remember the model number off of the top of my head.  

Fwiw, there are a couple of threads that can be used for reference purposes.  I'd recommend reading the following thread, to the end of the thread from the following post:

https://communityforums.rogers.com/t5/Internet/Wifi-extender-for-hitron-coda-4582/m-p/425310#M53154

Then, read thru the following thread, which is fairly recent:

https://communityforums.rogers.com/t5/Internet/CODA-4582-MoCA-2-0-setup/m-p/447965#M57290

Can you have a look at the bottom of the modem that you have and let me know which model it is, the Arris or Technicolor version?

[HutchFam]

Are you using your own router within the home? NO YOUR NOT ABLE TO WITH THE XB6 SO WE ARENT. is this connected direct to the XB6 modem? YES
Are you experiencing this on one wired device or multiple? ALL OF THEM PLUS WIFINSPEEDS SHOULD BE AROUND A GIGABIT BUT THE MAX WE GET IS 250MB
Is the device you're running the speedtest with a Gigabit capable device? Can you provide the model of the device? THE TECHNICIAN USED HIS ROGERS LAPTOP AND I ALSO HAVE A LENOVO LAPTOP WITH A ETHERNET ADAPTER
Are you running your speed test on speedtest.net, dslreports, fast.com or Rogers speedcheck? YES I HAVE USED ALL OF THEM AND THEY ALL SHOW UNDERPERFORMANCE

[HutchFam]

We switched from the Hitron Coda 4582 White Router from rogers to there new XB6 Modem for ignite. I dont think i shouldnhave switched i shouldnhave jus asked for anhitron CGN series 3 model instead i heard there the best rogers has yet everytine we asked for one they told us the coda was the newest which is not true

[HutchFam]

It is the Arris XB6. Not the technicolor. I dont understand why were having sonmany issues then. The technician installed a return patch attenuator im not sure exactly what thats for butbhe said it was to lowere the frequency ornsomethin for the modem.... maybe thats causing something?

Also for the MoCA. Adapter they wont work with Arris or technicolor XB6 right? Should i go back to my coda Model? Or try the Hitron CGN 3 series model modem?