Significant drop in speed

[imjonathanx]

Hi! Hoping someone from the Roger’s team can help me as we experienced an outage last week (before the DNS issue) and since then our speed has dropped tremendously (about 70mbps download consistently)


I’m in Toronto using the Ignite XB7 modem

**Labels Added**

[RogersYasmine]

Good day @imjonathanx !

It's great to have you here in our Community! We hope you like it here. 🙂

I'm so sorry to hear that there seems to be a slow-down in your internet speeds following a recent service disruption... that doesn't sound good! Hopefully, we can help!

Firstly, have you tried rebooting your modem since your service was restored? This often resolves many issues. To do so, simply unplug the modem power cord and coaxial for about 1 minute and then plug everything back in again, nice and tight. I'd also check any other connections to make sure they are secure (not loose). 

If the issue persists, please let us know. If you've recently made any changes to your set-up (added any third party equipment, relocated the modem, etc.), please let us know that too!

Kind regards,

RogersYasmine

[cathyhelp123]

We’ve tried pulling the power for over 2 minutes but the result is the same.

Channel IDLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

18

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663 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350000000

40.5 dB

39.2 dB

41.2 dB

41.0 dB

41.2 dB

40.1 dB

40.7 dB

41.0 dB

40.6 dB

40.2 dB

40.1 dB

40.1 dB

40.7 dB

40.2 dB

39.6 dB

39.5 dB

40.4 dB

40.8 dB

40.2 dB

39.9 dB

40.5 dB

41.0 dB

41.1 dB

40.6 dB

40.5 dB

40.7 dB

41.1 dB

40.9 dB

41.0 dB

40.8 dB

41.0 dB

41.1 dB

39.2 dB

4.4 dBmV

2.4 dBmV

6.4 dBmV

6.2 dBmV

5.9 dBmV

4.2 dBmV

5.5 dBmV

5.9 dBmV

5.0 dBmV

4.8 dBmV

4.8 dBmV

4.8 dBmV

5.0 dBmV

5.2 dBmV

4.2 dBmV

3.9 dBmV

5.1 dBmV

5.4 dBmV

4.2 dBmV

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5.3 dBmV

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4.4 dBmV

4.8 dBmV

5.7 dBmV

5.3 dBmV

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6.3 dBmV

5.8 dBmV

6.3 dBmV

6.5 dBmV

3.4 dBmV

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

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256 QAM

256 QAM

256 QAM

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256 QAM

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256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

OFDM

[imjonathanx]

Hi the information provided by cathyhelp123 is correct (she is the account owner) 

[RogersTony · Accepted solution]

Hello, @imjonathanx & @cathyhelp123 

Thanks for providing us with the signal levels for your modem. The signal levels seems fine based on those results.

• Is this issue happening via Wi-Fi and Ethernet or have you only tested Wi-Fi thus far?
• Are you familiar with how to perform a factory reset of the modem? You can find the steps here. 

Let us know if the speeds are slow on both Wi-Fi and Ethernet and if the factory reset improves your speeds.

RogersTony

[Smols]

can you explain more about the rogers dns issue

[imjonathanx]

Hi! We tested with Ethernet and the speeds were what we expected, so we went into the modem configuration and found out that the 5ghz band was turned off. Re-activating this allowed us to get better speeds on wifi.