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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

@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. 



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

mscottr
I've Been Here Awhile

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1597000000256QAM-5.500838.605
2849000000256QAM-6.800237.356
3855000000256QAM-6.600337.636
4861000000256QAM-7.000437.356
5579000000256QAM-5.200538.605
6585000000256QAM-5.200638.605
7591000000256QAM-5.500738.605
8279000000256QAM-6.600138.983
9603000000256QAM-5.400938.605
10609000000256QAM-5.5001038.983
11615000000256QAM-5.4001138.605
12621000000256QAM-5.3001238.605
13633000000256QAM-5.3001338.983
14639000000256QAM-5.0001438.983
15645000000256QAM-5.0001538.983
16651000000256QAM-5.1001638.605
17657000000256QAM-5.2001738.605
18663000000256QAM-5.3001838.605
19669000000256QAM-5.3001938.983
20675000000256QAM-5.3002038.605
21681000000256QAM-5.8002137.636
22687000000256QAM-5.9002238.605
23693000000256QAM-5.7002338.605
24699000000256QAM-5.6002438.605
25705000000256QAM-5.7002538.605
26711000000256QAM-5.9002637.636
27717000000256QAM-5.5002738.605
28723000000256QAM-5.6002838.605
29825000000256QAM-5.9002938.605
30831000000256QAM-5.9003038.605
31837000000256QAM-6.2003137.636
32843000000256QAM-6.7003237.356
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

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

@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

 

 

 

 



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

mscottr
I've Been Here Awhile

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

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

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



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

mscottr
I've Been Here Awhile

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. 

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

emodz
I've Been Here Awhile
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.

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

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

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

emodz
I've Been Here Awhile

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.

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

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

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

sesinger
I've Been Here Awhile

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM2.0001037.636
2849000000256QAM-11.000233.063
3855000000256QAM-11.400332.676
4861000000256QAM-12.400431.994
5579000000256QAM3.000537.636
6585000000256QAM2.800637.636
7591000000256QAM2.300737.356
8597000000256QAM2.400837.636
9603000000256QAM2.000937.636
10303000000256QAM1.000137.356
11615000000256QAM2.0001137.356
12621000000256QAM1.9001237.636
13633000000256QAM2.0001337.356
14639000000256QAM1.6001437.356
15645000000256QAM1.6001537.636
16651000000256QAM1.4001637.356
17657000000256QAM1.1001737.356
18663000000256QAM0.8001837.356
19669000000256QAM0.6001936.610
20675000000256QAM0.3002037.356
21681000000256QAM-0.4002136.387
22687000000256QAM-0.6002236.610
23693000000256QAM-0.6002336.387
24699000000256QAM-1.2002436.387
25705000000256QAM-1.1002536.610
26711000000256QAM-1.1002636.610
27717000000256QAM-1.5002736.610
28723000000256QAM-1.2002837.356
29825000000256QAM-9.4002934.346
30831000000256QAM-9.8003033.834
31837000000256QAM-10.0003133.834
32843000000256QAM-10.8003233.063
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES1.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM37.75046400000
222100000ATDMA - 64QAM40.50013200000
330596000ATDMA - 64QAM37.50036400000
425300000ATDMA - 64QAM40.75023200000
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

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

gbowering
I've Been Here Awhile

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

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

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

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

gbowering
I've Been Here Awhile
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.

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

grgffggdgfdgfdg
I've Been Around

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. 

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

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.

 

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

mapplewh
I've Been Here Awhile

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

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

mapplewh
I've Been Here Awhile

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

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

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

 

 

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

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).

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

Babylegs1
I Plan to Stick Around
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