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I have developed the following and would appreciate any comments or suggestions. Once finished I will place this in a new "Slow Speed Tips" thread.
Over the years we have seen hundreds of posts from customers who say they are not getting the speed they pay for. This post is designed to help people who have this issue.
Although it may be difficult to believe, most times, the issue is with the customer’s setup, which will be discussed in more detail below: Please follow at least steps 1 and 2.
1. The first step if your speed is “slow” is to put equipment into Rogers’ default configuration. This means not having Rogers Gateway/modem in bridge mode while connecting your computer directly to the Rogers Gateway/modem, without anything in between, like your own router.
2. Step two is to check the speed at the modem. This can be tested using the Rogers Xfinity app on any compatible device like a phone or tablet. Here’s the link on how to do it:
This test should indicate the speed you pay for and probably even higher due to “Speedboost”, which provides for higher speeds when there is enough bandwidth available at your location.
If the speed you see in this test is what you pay for, then you know that there is an issue with your computer/setup. If this test shows a slow speed, then you need to contact Rogers. Let’s look at the possible causes in your setup if the test shows a good speed that you don’t see on your computer.
3. If you’re seeing a speed just under 1 Gbps (say 940 Mbps), even though you pay for more, this is because a lot of computer equipment is limited to 1Gbps, so you need to check the specs of your router, computer, dongle, etc. Some older inexpensive dongles or devices may even be limited to 100 Mbps.
4. Any testing should be done from a computer to the Rogers Gateway directly using an Ethernet cable. Also, only port 4 (the orange one) on the back of the Gateway (XB7 or XB8) is capable of speeds up to 2.5 Gbps. The other 3 ports are limited to 1 Gbps.
5. If you’re using WiFi to test, then you must realize that there are many limitations to WiFi and typical speeds for many devices today are around 300-600 Mbps, even when tested close to the Gateway, so this is nothing abnormal and will drop even lower as distance to the Gateway increases.
In optimal conditions, higher WiFi speeds may be possible with WiFi 6e or higher equipment. If you have several pieces of equipment, you can run two or three tests simultaneously and add the results - for example 940 Mbps via computer and 600 Mbps using a phone or tablet would show 1.5 Gbps. If WiFi speeds in your home are slow, search the web for “Slow WiFi Speed” or similar.
6. Sometimes the Firmware/Software/OS in the computer can be to blame. We have seen very low speeds due to this, even though everything else is OK. One recent example is Killer Network firmware, another is Windows “Auto-Tuning” but there have been others relating to Windows settings, as outlined in the following link. Do a search of the web for “slow internet Windows” and you’ll find plenty of other tips:
https://www.guidingtech.com/top-ways-to-fix-slow-internet-speed-on-windows-11/
7. The issue of “Node Congestions” has been all but eliminated, but it does exist in rare instances.
8. Most people on the “500 Mbps” plans get download speeds of 1 Gbps or more on speedtests. People with “1.5 Gbps” plans typically get 1.8-1.9 Gbps. Upload speeds can depend on your area with some limited to around 50 Mbps and other newer/reconfigured areas capable of 150-180 Mbps.
We hope this helps you find the cause of your slow connection.
@mkleung3 wrote:
Hi
I'm on the ignite 500 plan but my download speed is quite slow. I'm only getting 50Mbps and I've been getting this slow speed ever since I was forced to switch over to fibre when they switched everyone over to fibre. My download speed previous to the switch to fibre was very fast and quite close to the 500Mbps. Is there a way to get back the normal speed?
How long has this been going on for? Have you formally reported this issue to Rogers tech support?
Also, what are you using to perform the speed test? The Rogers Xfinity app? A computer? Is it Ethernet-connected or are you testing over Wi-Fi? What are your upload speeds like?
Have you tried disconnecting the Xfinity Gateway and connecting a computer directly to the fibre ONT via Ethernet to perform a speed test?
We have seen hundreds of similar posts from customers. The issue is almost always with customer equipment, non-standard layout, or computer software/firmware issues. Here are a couple of recent posts discussing the topic:
We recently had a similar thread where the customer's NIC firmware was to blame. Be sure to do a test using the Xfinity App, since that will show the speed at the modem before any of your equipment. I believe you need to be in Rogers' standard configuration for the app test to function properly, but that should be the case for any speed testing.
Thank you so much for the feedback. It's very useful for future customers with similar issues.
Did you run a test using the Rogers Xfinity app and what was the speed when you ran that? As indicated in one of my links, I regularly got over 1Gbps on my 500 plan...
Exactly the same problem as someone last week. See link below.
Surprised that it affected your WiFi speed? Or did it? The other person had good WiFi speeds...
I'm also surprised that you stated the issue started with a Rogers switch to Fibre... Was this the time you also got a different computer or board which is the actual cause of the problem?
@57 wrote:
I'm also surprised that you stated the issue started with a Rogers switch to Fibre... Was this the time you also got a different computer or board which is the actual cause of the problem?
See my post in that thread and the subsequent post. The slowdowns are not just due to driver/chipset issues but also their interaction with upstream network gear.
@-G- wrote: See my post in that thread and the subsequent post. The slowdowns are not just due to driver/chipset issues but also their interaction with upstream network gear.
Yes, I remember your "complicated, really complicated" post, but, I prefer to simplify, and if the issue is with the Driver/Firmware/Software/OS, then, as far as I'm concerned, that's the cause, because if you remove the cause, then all else is fine again... Unfortunately, that sometimes takes a fair bit of digging.
@57 wrote:
@-G- wrote: See my post in that thread and the subsequent post. The slowdowns are not just due to driver/chipset issues but also their interaction with upstream network gear.Yes, I remember your "complicated, really complicated" post, but, I prefer to simplify, and if the issue is with the Driver/Firmware/Software/OS, then, as far as I'm concerned, that's the cause, because if you remove the cause, then all else is fine again... Unfortunately, that sometimes takes a fair bit of digging.
Keep in mind that we are still using the same network protocols that were originally documented in RFC791 and RFC793. At the time, 10 Mbps Ethernet was "memory speed" on the fastest computers, and NOBODY envisioned Gigabit networking or networks with a high bandwidth-delay product. Network stack implementations have since had to evolve to stay up during times of severe network congestion, and accommodate today's and tomorrow's high-speed networks, while still staying (mostly) faithful and interoperable with implementations from 45 years ago. I was one of those people doing work on next-generation high-speed networks long before 100 Mbps hardware was commercially available on high-end corporate network gear.
I have developed the following and would appreciate any comments or suggestions. Once finished I will place this in a new "Slow Speed Tips" thread.
Over the years we have seen hundreds of posts from customers who say they are not getting the speed they pay for. This post is designed to help people who have this issue.
Although it may be difficult to believe, most times, the issue is with the customer’s setup, which will be discussed in more detail below: Please follow at least steps 1 and 2.
1. The first step if your speed is “slow” is to put equipment into Rogers’ default configuration. This means not having Rogers Gateway/modem in bridge mode while connecting your computer directly to the Rogers Gateway/modem, without anything in between, like your own router.
2. Step two is to check the speed at the modem. This can be tested using the Rogers Xfinity app on any compatible device like a phone or tablet. Here’s the link on how to do it:
This test should indicate the speed you pay for and probably even higher due to “Speedboost”, which provides for higher speeds when there is enough bandwidth available at your location.
If the speed you see in this test is what you pay for, then you know that there is an issue with your computer/setup. If this test shows a slow speed, then you need to contact Rogers. Let’s look at the possible causes in your setup if the test shows a good speed that you don’t see on your computer.
3. If you’re seeing a speed just under 1 Gbps (say 940 Mbps), even though you pay for more, this is because a lot of computer equipment is limited to 1Gbps, so you need to check the specs of your router, computer, dongle, etc. Some older inexpensive dongles or devices may even be limited to 100 Mbps.
4. Any testing should be done from a computer to the Rogers Gateway directly using an Ethernet cable. Also, only port 4 (the orange one) on the back of the Gateway (XB7 or XB8) is capable of speeds up to 2.5 Gbps. The other 3 ports are limited to 1 Gbps.
5. If you’re using WiFi to test, then you must realize that there are many limitations to WiFi and typical speeds for many devices today are around 300-600 Mbps, even when tested close to the Gateway, so this is nothing abnormal and will drop even lower as distance to the Gateway increases.
In optimal conditions, higher WiFi speeds may be possible with WiFi 6e or higher equipment. If you have several pieces of equipment, you can run two or three tests simultaneously and add the results - for example 940 Mbps via computer and 600 Mbps using a phone or tablet would show 1.5 Gbps. If WiFi speeds in your home are slow, search the web for “Slow WiFi Speed” or similar.
6. Sometimes the Firmware/Software/OS in the computer can be to blame. We have seen very low speeds due to this, even though everything else is OK. One recent example is Killer Network firmware, another is Windows “Auto-Tuning” but there have been others relating to Windows settings, as outlined in the following link. Do a search of the web for “slow internet Windows” and you’ll find plenty of other tips:
https://www.guidingtech.com/top-ways-to-fix-slow-internet-speed-on-windows-11/
7. The issue of “Node Congestions” has been all but eliminated, but it does exist in rare instances.
8. Most people on the “500 Mbps” plans get download speeds of 1 Gbps or more on speedtests. People with “1.5 Gbps” plans typically get 1.8-1.9 Gbps. Upload speeds can depend on your area with some limited to around 50 Mbps and other newer/reconfigured areas capable of 150-180 Mbps.
We hope this helps you find the cause of your slow connection.
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